I need help and nobody at Verizon seems to care.
On Sept 30th I paid off my daughters phone so we could upgrade and get the $999.99 off promo. I check the status the next day and it says that it's backordered. No big deal we expected it. We hear nothing until Oct 4 when we're told the order was cancelled because we didn't pick it up. (although the order still said backordered). I'm annoyed, but I go ahead and try to replace the order. Now it is making me upgrade her plan. I chat with an agent who basically tells me that there is nothing that can be done.
So I decided to call. I speak to Bert and after having me on hold for 30 minutes, he tells me that since it was not my fault that they would honor the promo, but I have to wait 3 business days for the "work order to be backed out" and I would need to contact them again.
Fast forward to Oct 9th. I speak with an agent over chat. Sebastian. He stops responding and after 30 minutes I closed the chat. I thought I'd give it another go. Chatted with Maggie. After some back & forth and me basically telling her the I have the receipt that shows the promo and that I was told I would get that promo etc. She comes back saying she has "great news" that w could go ahead. We get the upgrade completed, she tries to upsell me on everything under the sun. We finally get to the end and she confirms what we want & informs me it's on backorder etc. It's fine, we'll wait. She gets quiet so I ask if there is anything else I need to do. IT OPENS A NEW CHAT!!
I go into my email, no receipt. I check my account online, no receipt. I wait a bit longer. Still nothing. I am so aggravated at this time, I try to chat, yet again because the call center is apparently closed. I speak to an agent and ask about the order. All they see is the cancelled order. Nothing about the problems I'm having. I ask for a manager or customer retention dept phone number that I can call the next day. I'm told that the supervisor knows about the problem & is working on it.
Before I switch providers, I wanted to check one more time. Maybe with the discounts, the upgraded plan will be the same or cheaper than the existing plan. Again, no notes. All they see is an order that was cancelled because we didn't pick it up. I'm sure that it's because it's on backorder and the stock was never there. I'm begging to spend my money and have spent hours trying to get this resolved. We've been customers for 13+ yrs. Service is expensive, but we know that it works for our kids who live out of state.
I'm currently chatting with somebody who is asking me about the issues I'm having. Honestly, I'm exhausted. I'm pulling the cancer card. I've had stage 4 inoperable, incurable cancer for 7 years & now I have serious pain due to 2 blood clots in my brain. I honestly don't need this stress & the stress of switching carriers. I just cannot believe how ridiculous this is!!
We're sorry to read about the situation with your phone purchase. We'd like to look into your concerns. We'll be sending a private message. ~Peter
Hello if you still need assistance, SHMW. Please send us a private message.-Joe
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