Verizon Customer Service

[kaela123]

• I purchased a new iphone back in September in a verizon store. The store associate lied to me in order to secure sale. She told me the ETA for the phone was going to be approximately a week. I needed a quick ETA due to leaving the country for work and needing a phone. I was completing a trade in as well. She also told me I had to purchase the insurance through verizon for the phone as well because "if the carrier loses it during shipping, it's on me (the customer) at that point because the moment it ships its mine even if i haven't received it and if it doesnt get to you, you have to pay for the full cost of the phone and they won't send you a new one." When I found out that the ETA was actually three weeks, i canceled and voiced my concerns about being lied to. The manager refused to do anything for me, asked me to leave her store & call the 800 number as the employee wasn't there. I called the 800 number and the case was escalated. A new order couldn't be placed because the previous one was in shipped status. They had to place the other under my secondary line and wait until the carrier had the device to cancel the shipment of the first order. They placed the order under my secondary line, and ordered the incorrect phone. They also added apple one, which i declined on the first order.  I once again needed to have the case escalated, at which time they canceled this second order and attempted to fix it by escalating my case again and placing a new order for the correct phone, but this time couldn't figure out a way to include my trade in as they had used both my lines already for a trade in on the two previous orders and the trade in specifics had changed and they were only now willing to give me $250 for my trade in... instead of the $800 that it was previously. they resolved this somehow on the back end, promising it would be made right once the phone was received . They also did some kind of special allowance to keep the original ship date of the order to get me the phone on time. The escalations representative promised to follow up with me. Never did. The phone was late. I tried reaching out, which i had because it was via email/text and heard nothing back. when i did receive the phone, they were supposed to fix the line issue and assign it to the primary line... which supposedly they did but they did not fix it on the secondary line which caused my grandmothers phone to be disconnected for over a month. they also never credited anything like they were supposed to for the line being disconnected. i also was being charged for appleone for over 5 months which i had declined. now they're saying my trade in was disqualified.... because they were supposed to fix it on the back end and did not. every time i call im routed to someone who cant fix my issue, has an attitude & doesnt want to help. often barely speaking/understand english & what im explaining. this is ridiculous... 

[vzw_customer_support]

Hello! We are truly sorry for the whole ordeal. Verizon strives to provide a stellar experience and we'd like to take a closer look at your situation. To better assist, I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

[kaela123]

I have not received a message from you.