Verizon customer service

[abartle13]

On May 18th, I contacted Verizon's messaging team to request that my phone be unlocked since I was out of the country and deployed. They informed me that the process would take 4-5 days.

On May 20th, they requested more information, which I provided. They assured me that my request would be completed soon.

On May 26th, since my phone had not been unlocked, I contacted the messaging team again. The first representative I spoke with did not respond after I explained the situation. The second representative did not acknowledge that the previous representative had disconnected the call. I then called customer service. The customer service representative promised to unlock my phone that same day and transferred me to a tech specialist. I had to explain the military policy again and then escalated the call. When I spoke to a manager, I had to explain the policy once more. She assured me that she would ensure my phone was unlocked and would call me the next day with an update.

On May 27th, I received a call from a different Manager who informed me that the manager from the previous day was unavailable and that she would take over the case here. She said the unlock was almost done and I would only need to wait another 24-48 hours. She then told me she would keep me updated on the process.

On May 28th, 3 hours after the scheduled callback, I called Verizon again stating the last manager never called me back as agreed. After dealing with 3 different representatives who said my phone could not be unlocked and having to explain the policy from Verizon's website, I was finally speaking to another manager who said she would take care of it and that the last manager processed the form incorrectly. I asked for this issue to be escalated, but I just got the runaround with this new manager claiming she would take charge and escalate my issue to her boss and keep me updated.

On June 1st, I had not heard anything from Verizon, so I called again. After having to speak to multiple employees and explaining the policy to 4 different representatives, I finally got in touch with yet another manager who then Informed me that the... unlock would only go through if I suspended my line with a military suspension code. I agreed to do that and the manager assured me it would only take a couple of minutes for my phone to be unlocked. It has now been two hours since that call and my phone is still locked, but my line is suspended.

I am extremely angry that no Verizon employee seems competent, and so far, every representative I have dealt with has been dishonest, leaving a bad taste in my mouth for Verizon. I have been a customer for over four years and am currently deployed, and this is how they treat me. I asked multiple times how I can escalate this issue to get someone to fix my problem, yet I can never get a straight answer. Is there anyone in this company that cares about customers? Or is this a company full of dishonest and incompetent workers

[vzw_customer_support]

Oh, no! We are sad to see you with this equipment dilemma. Our goal is to offer the support you deserve.

For more info on our Unlock Policy, click on this link: https://www.verizon.com/about/consumer-safety/device-unlocking-policy.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert