complaint

[strick1]

I called Verizon Customer Support on three separate occasions to correct billing errors and service failures.   Each time, I was told that the problems were resolved.  But they still are not fixed.    Here is a summary:

1.  I have been a Verizon wireless customer for more than 27 years.   During that time, I first had three cell phones for three family members (myself and my two sons), then 3 cell phones and  one apple watch.   I subscribed to the family connected service package.   

2. In October 2024, with no explanation, I was issued an extra line.  But at the same time, the apple watch service (paired with one of the i-phones - both belonging to my son) was dropped during a time that he needed both since he was traveling out-of-country in Italy.   

3. Upon his return, he reported the problem and I called Verizon in March 2025.   According to customer support, the extra "ghost" line (no explanation provided as to why it was issued) had been disconnected and the watch (with the watch assigned a different phone #) was re-connected to the iphone that it had been paired with before; I was also given credit for 3-months service on the watch line that I did not receive (December, January, February).   I was also charged for global calling plan that I never requested.  However, the apple watch and the i-phone did work after that call. 

4. In May 2025, I called to inquire about the exorbitant (and mysterious) charges on my bill: an activation fee for connecting the watch to the i-phone (even though Verizon took responsibility for disconnecting the watch phone service), charged for a global calling service that was never requested by me; no credit was provided for 3+ months loss of service on the apple watch.   I also learned that the ghost line (added by Verizon in October 2024; not me)  had remained connected with charges as an additional line in my account.   I asked all of these items should be fixed asap.   

5. I again called in June 2025 because none of the items discussed in the May call had been rectified.    During my June call with customer service, the call was dropped from the Verizon site.   I received a text from "Peter" - the agent - that he will call me back and never did.   After waiting for some time, I called back, gave the ticket number to the agent on the call to locate Peter for me so that he can complete the items that we had discussed and to save me from repeating the conversation.  The agent did locate Peter who texted back to her that he was on a break, does not wish to return to the call even after the break and  texted "GL" to the new agent (which I was told meant Good Luck) giving me the impression that my requests are too hard for him to act on.   I proceeded to re-explain to the new agent the items that required rectification, which she said that she did take care of.   But to date, the items have not been addressed.   Finally,

6. I received no response from any of these customer service agents that I spoke with on why I was dropped from the  family share plan that I had been for many years.   

7. I am filing this complaint.  But failing to get a resolution, I will be reporting this matter to the Better Business Bureau.

[vzw_customer_support]

Hey, strick1, we hate to hear that you've had to spend so much time working toward getting things resolved and are still without a solution. We're sending you a private message so we can get this taken care of.

-Cait