After a 10 year relationship with Verizon, I've reached my limits for how poorly they treat customers like me. My experience and treatment in-store, online and over the phone is rampant with inaccurate informant, uninformed agents that led to a horrifically bad experience upgrading a phone line on the account.
We purchased new iPhone in-store and was told early repayment of the promotional installment plan was not only allowed but there was no penalty for this. Once I attempted to act on that option I've been exposed to multiple versions of what is allowed and how to actually process it. My frustration led me to move all devices/lines (4) to TMobile. It's then when I got another set of inaccurate faulty information (Sophie, ref #PH8425762) that full retail payoff was needed but it'd immediately unlock the phone. That was not true, unfortunately I did not find out til I paid the full retail price + mark up. Since then it's been a series of failed escalations and not ONE rep or supervisor reconciling the ridiculously bad customer service experience.
I was a loyal customer for 10 years. Enjoyed the high quality cell service, some of the promotions and at one time, good customer service. The value is no longer there, phone plans are inflated vs TMobile and whatever lead they had in phone coverage have dissipated. I still would've stayed but the misinformation and service demonstrated that VERIZON DOES NOT VALUE ME AS A CUSTOMER.
I've formally raised a complaint and will consider other options as needed. It's a shame. Used to be great company.
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