Verizon rep didn't call me back.. Been dealing with tranferring phone issue for 3 months

[kaitlynm]

Started 3 months ago. I called to give approval to switch my phone to a friends plan. Asked in store and on the phone if this could be done, because it was my second line and I no longer needed it for work. They said if I transferred it to someone else there would be no cost and all I needed to do was have my friend call in and accept the terms from AOL.

1. I called and confirmed everything

2. Gave him the phone

3. He went to the verizon store, called in to AOL, accepted the terms, BOTH verizon reps told him we BOTH were all set. (That is 3 times someone from verizon confirmed there was no charge and that the phone would be off my account and we were ALL SET.)

4. Less than a month later I get a bill for the second phone and the phone is still listed on my account.

5. I call in, transferred to AOL again, they tell me my friend never accepted the terms and he needs to call in. I told them he already did and he was ALREADY USING THE PHONE. They can't help me.

6. My friend calls in and they say, again, we are all set.

7. A few weeks go by, the charge isn't taken off my account and I get charged AGAIN. I call...repeat of #5 and 6.

8. Completely fed up with the lack of customer service, and awareness for what is going on.

9. BOTH of us go to Verizon store, verizon employee has us call in customer service.

10. Sit there for two hours going back and forth for why the phone is still on my account. They say we never accepted the terms....... well we did what they told us 3 times, what else can we do? They said my friend was supposed to sign an email sent to him AFTER he left the store and return it to verizon. He never recieved an email OR was told that there were additional steps to this process. Again, to repeat myself, we were told we were all set after #3 and he left the store with no further instructions from Verizon. Verizon is now telling us it is his fault it didn't go through.

11. Finally, after over 2 hours, the woman says she will cancel the phone off my line - but I have to pay the last 3 months of service for a phone I didn't have and a transfer THAT VERIZON MESSED UP.

12. I get on a phone with a manager, who is now telling me I have to pay a cancellation fee (which I was never told for the 3 months I've been dealing with this) and I have to pay the past 3 months. I tell him to go listen to all of my calls and my friends with Verizon, we were never told this and this is in NO WAY OUR FAULT. Verizon needs to accept that they messed up and this has gone on way longer than it should have.

13. Manager tells me he will call back in 2 hours.

14. Never calls back....

15. I refuse to call Verizon back and waste more of my time. If this issue is not resolved from customer service, obviously Verizon does not care about customer loyalty and is trying to [removal required by the Verizon Wireless Terms of Service] some charges and get me to pay more than admitting they were wrong. Pretty sure this is illegal.

End result...looking into other services like Sprint and T-Mobile, in disbelief  the way I have been treated and swept under the rug by Verizon. If anyone knows someone that can help please let me know, this is the most frustrating thing to deal with..especially during the holiday season.

[vzw_customer_support]

Kaitlynm, Verizon definitely values our customers and want to make these types of situations as easy as can be. I want to assure we get this matter resolved and have the correct numbers on the correct accounts. Since we are in a public post, I am unable to ask you for account information. I will be sending you a private message.
ErinW_VZW
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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[kaitlynm]

If you value your customers then take some action please, don't just sit back and let the situation get out of control and inexcusably worse.

[kaitlynm]

Now I am getting automated messages saying my service will be turned off. I have paid my $75 bill for my iPhone 6 every month, never late. This is absolutely ridiculous. I am at a loss for words. This is the worst treatment I have ever received from a company in my entire life.

[kaitlynm]

FYI - This [removal required by theVerizon Wireless Terms of Service] . is still going on. I went into a store with the person I transferred it to.. the put me on the phone with someone for 3 hours telling me more [removed] and no solution. I finally called a few more times and got a lady that basically told me she would get the phone off my bill. PROMISED it would be off my account by January. With of course a charge which I agreed at that time I would pay (no more than $200). Well here we are in March and still no resolution. I don't understand why Verizon has such issues with helping me? I absolutely refuse to pay for this other line that someone else is using and I am not giving Verizon any more of my money after what they have put me through. My stress levels go through the roof every time I call.

Can someone please tell me how to file a lawsuit to get money back for all this stupidity I've had to deal with and get this ridiculous issue resolved.

[kaitlynm]

Never mind, I answered my own question since no one at this company seems to be of any help. I will be filing a complaint with the FCC and the attorney general. Thank you for nothing.

[bumbalickafunba]

Verizon is and continues to be the WORST. Their customer reps promise things and they NEVER deliver. And when you call back the left hand doesn't know what the right hand is doing, and they continue to perpetuate the lie and charade until you're exhausted. Can't wait to get off contract and go to Google Fi. Seems Verizon would rather lose a 14-year and potential LIFETIME customer than refund me the $250+ for the bait and switch "FREE" Pixel  watches.

[vzw_customer_support]

We are sorry to read that you had this negative experience, as this is never the way we want you to feel, and we want to make sure we are able to help out with any issues you might have. As a consumer myself, I know how important it is to make sure these issues are solved efficiently, and would like to further look into this. We will send you a private note to further assist.

~Freddy