My 85-year old mom was recently sold an iPhone and a three year contract at a Verizon store. Mom has no idea of how to use and smart phone and was unable to make or receive calls.
I took her back to return the iPhone to the same store. They charged us a restocking fee but finally processed the return. The store instructed us to call Customer Service to get a refund for the restocking fee and to request a transfer pin if my mother wanted to keep the same number.
I have since spent over two days on the phone and in chat trying to get a transfer pin for my mom. The problem, apparently, is that they can't issue a transfer pin without sending a verification text to the phone that I returned to the store!!
My mom is 85 and does not have any other devices that can accept a verification text. Nor should I have to drag her back out to a "corporate store" whatever that is just so they can tell me to call customer service again. I have so far explained this problem to at least a dozen people and all they do is transfer me to other departments - it's a vicious circle and I am so disappointed at the way Verizon seems to be completely insensitive to an older customer!
We are sorry to read that you had this negative experience, as we always want to make sure we are able to provide you with great service. In this case, it is necessary to have a line active on an account in order for us to send a transfer PIN, as the number is automatically generated. We apologize for the inconvenience, but will make sure to forward your feedback.
~Freddy
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