iPhone Upgrade

[Gracie2880]

I am someone who is blind and uses a screen reader, and my iPhone 14 to 56 has been hacked.

I called on the 21st and was promised an upgrade, I followed up that evening, and was put on hold from 9:04 PM CDT until 12:01 AM Friday CDT.

I then tried to chat through the Verizon mobile app, which is no easy fee because parts of it are not accessible to me.

 I then tried to chat through the Verizon mobile app, which is no easy feet because parts of it are not accessible to me.

I’ve called apple at least three times and they want me to send this phone in, and they want $1000 beforehand.

I have spoken to every department in Verizon, the fraud department, the financial department the order department the customer care department, the sales department, the loyalty department.

, the fraud department, the financial department the order department the customer care department, the sales department, the loyalty department.

I was promised on Friday the 22nd by a supervisor name one that she would waive the buyout fee, the hook up fee for a refurbished iPhone 13, 512 gig.

I called again today, and was told the buyout would be waived on my next bill cycle, then I was told the buyout would be waived immediately, then I was told it would not be waived at all. I was also informed that they would have to pull the call and listen to it to see if one actually said that verbally.

 I called again today, and was told the buyout would be waived on my next bill cycle, then I was told the buyout would be waived immediately, then I was told it would not be waived at all. I was also informed that they would have to pull the call and listen to it to see if one actually said that verbally.

Why would I lie about something like that?

This has turned into an absolute nightmare, and we are going on a week now with no resolution.

[Gracie2880]

so now we are going on one week without a resolution. Again, I have been bounced around and seemingly spoken with numerous people in every single department possible.

so now we are going on one week without a resolution. Again, I have been bounced around and seemingly spoken with numerous people in every single department possible.

I have changed my number, done everything that has been asked of me, followed up with calls, and yet that is not enough.

Everybody seems to want to pass the buck, on to another department.

Again, I was promised an upgrade last Thursday the 21st by an agent name, Jessica. I let Verizon know that my phone has been compromised and hacked, and I am someone who needs a phone because I do have an auto immune disorder which does require me to call for help on occasion.

Again, I was promised an upgrade last Thursday the 21st by an agent name, Jessica. I let Verizon know that my phone has been compromised and hacked, and I am someone who needs a phone because I do have an auto immune disorder which does require me to call for help on occasion.

I first was promised the upgrade, then Thursday night the 21st I was put on hold from 9:04 PM CDT to 12:01 AM Friday the 22nd CDT. I was disconnected only to find out Verizon was closed.

 I first was promised the upgrade, then Thursday night the 21st I was put on hold from 9:04 PM CDT to 12:01 AM Friday the 22nd CDT. I was disconnected only to find out Verizon was closed.

I tried to chat with the supervisors, i.e. agents in the app, but that is not an easy feat for me as parts of the app are simply not accessible with the screen reader.

I was told on Friday the 22nd that the buyout fee for my iPhone 14 256 would be waived, so would the hook up fee, and sales tax.

 I was told on Friday the 22nd that the buyout fee for my iPhone 14 256 would be waived, so would the hook up fee, and sales tax.

This was for an iPhone 13 refurbished, I cannot believe I would be offered a downgrade.

Again, I called apple at least three times and they want me to send in the phone along with $1000 to wipe it clean. I don’t have that kind of money.

I called apple at least three times and they want me to send in the phone along with $1000 to wipe it clean. I don’t have that kind of money.

I called yet again this morning, and was told that Verizon would waive the buyout fee on my next bill cycle, which was the 15th, then I was toldit would be waived immediately, then I was told it would not be waived at all.

 it would be waived immediately, then I was told it would not be waived at all.

I have spoken to over a dozen people within the last week, and no one seems to know what they are doing. Each department conveniently, either transfers me to another one, or gives me contradictory information.

transfers, me to another one, or gives me contradictory information.

I have been lied to, I have had promises broken, I have been put on hold for hours at a time, I have been told that even though my ex fiancé has hacked into this phone, it is not Verizon‘s problem, and they do not wish to hear about my domestic difficulties.

The treatment I have received from Verizon is absolutely shameful, and horrible to say the least.

I was told that the call where Juan said she would waive the promise would have to be pulled and listen to, and I could expect 24 to 48 hours for a call from a supervisor.

I was told that the call where one said she would waive the promise would have to be pulled and listen to, and I could expect 24 to 48 hours for a call from a supervisor.

I spoke to someone named love, and she said this would happen. Not five minutes after I got off the phone with her, one of her supervisors called me back.

She said that she had discussed with love the account and what was happening, and I asked her, how on earth did you pull a call that quickly? She had no answer and simply deflected by saying I am looking at the account now, and I did say to her, you will not find the promise to wave in the notes, because  supervisor already told me that Verizon will not honor it because it is not notated, hence they have to pull the call from Juan on the 22nd.

If this is how Verizon treats its customers, they should be ashamed, disgusted, and embarrassed by their behavior.

you do not make promises you cannot keep, you do not hold someone on the line from 904 CDT to 1201 CDT, you do not promise a workaround, you do not promise to waive a buyout if you cannot, you do not give someone the runaround and transfer them to different departments, and you certainly do not make excuses for apparent behavior!

 for apparent behavior!

I am supposed to be getting a call on the 27th after the call is listened to, whereas Juan promised me a waiver for the buyout fee as this phone is hacked, a waiver for the hook up fee, and a waiver for the sales tax.

call is listened to, whereas one promised me a waiver for the buyout fee as this phone is hacked, a waiver for the hook up fee, and a waiver for the sales tax.

I am also supposed to get the same type of call on the 29th from an agent named Kate.

All told,last week alone, I can calculate an estimation of at least 12 to 15 hours on the phone with each and every department in Verizon.

 last week alone, I can calculate an estimation of at least 12 to 15 hours on the phone with each and every department in Verizon.

I am extremely and unabashedly, offended by the lies, by being given the runaround, by having promises broken that should have been kept, by having to spend so much of my time only to get transferred from department to department, with seemingly no resolution in sight.

I am extremely and unabashedly, offended by the lies, by being given the runaround, by having promises broken that should have been kept, by having to spend so much of my time only to get transferred from department to department, with seemingly no resolution in sight.

Verizon should be absolutely ashamed of how they have handled me, as a customer my account. This is an absolute disgrace, and continues to be so.

 Verizon should be absolutely ashamed of how they have handled me in my account. This is an absolute disgrace, and continues to be so.

where does the buck stop? When will I receive a resolution, and why am I being bounced from department to department, only to received extremely confusing and contradictory information.

where does the buck stop? When will I receive a resolution, and why am I being bounced from department to department, only to received extremely confusing and contradictory information.

Just because something isn’t notated is not my fault, I would not lie about a waiver of $376 plus a waiver of the hook up fee, etc. Verizon does not keep its promises, it does not honor it’s promises, and it clearly as a company, does not believe me when I try and explain to them that this is what I was told. I am absolutely at my wits end with this company! they have handled my account, my supposed promised upgrade, and my person with a about as much decorum as a brick.

[Gracie2880]

I called Verizon on November 21 to see if I was eligible for an upgrade of an iPhone 16 512 GB. Turns out I was.

I called Verizon on November 21 to see if I was eligible for an upgrade of an iPhone 16 512 GB. Turns out I was.

they bounce you from department to department, they contradict each other and give misinformation, and Angie hinted that I might be making up some of this treatment. Which I am not! And I am 10 minutes past livid that such an inference could even be suggested.

I do not have family support as my parents and sibling are all deceased. It is just me of a family of four.

 I do not have family support as my parents and sibling are all deceased. It is just me left of a family of four.

[vzw_customer_support]

Oh, wow! You have certainly been through a lot. The last thing we want is for you to have a negative impression of Verizon. Our goal is to provide top-quality interactions.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[Gracie2880]

I have posted discussions about this same subject before.

I have posted discussions about this same subject before.

None of it any good, no help has been received, and today, I called just to see if Verizon was willing to do anything to make their reprehensible treatment of me as a customer right.

The supervisor came on the line and had the guts to say to me, well, for us to give you either an upgrade or gift card, you’d have to make a down payment of $260.

How much worse can their treatment of me get?

I was promised an upgrade on November 21, I called back later that night, and was placed on hold for four hours, with no resolution, and the call was disconnected.

 I was promised an upgrade on November 21, I called back later that night, and was placed on hold for four hours, with no resolution, and the call was disconnected.

I called on the 22nd, spoke to a supervisor name Juan, she said she would waive my buyout fee of my current device so long as I took a refurbished iPhone 13.

 so long as I took a refurbished iPhone 13.

I was insulted, because I wanted and was promised an upgrade, not a sub standard downgrade.

I have had to reveal shameful and horrible details about my ex fiancé’s abuse of me because he bought this phone, supervisors make appointments and do not return calls, they lie, they break promises, I’ve spoken to every department in the company. Fraud, sales, financial services, customer, care, loyalty, upgrades! You name it, I’ve spoken to it.

. Fraud, sales, financial services, customer, care, loyalty, upgrades! You name it, I’ve spoken to it.

Then, I was speaking with an agent named Mabel on Saturday, and I was in tears for two hours, describing my treatment of Verizon toward me, and my ex fiancé’s abuse. She gave me a fax number where I could fax my emergency order of protection, of course I tore my house apart, trying to find it. I could not find the order, but I emailed every legally supportive document I have. I forgot I had so many, and when I did find them, I fell apart, I literally had a panic attack, and those are no joke. I went known from the face down. Then, because I am someone who is totally blind, lives alone, does not have family support, and has an auto immune disorder called postural, orthostatic tachycardia syndrome, i.e. POTS, I cannot be without a phone. So after that fiasco, which is the latest in almost 3 weeks of h injustice and indignity brought on by Verizon contradictions, broken promises, lies, lack of supervisors, who not only do not keep appointments, but do not document what they tell me in notes, and Verizon blaming it on me. I had to pay someone to upload those documents to the email address I was given. I did that yesterday, only to have some stuck up executive name Angela call me from her lofty back office. Just to find out that everything I done was for not. Why? Because the documents I uploaded, the legally binding, had not the seal of the court on them, and because the injunction of order of protection was lifted, and deemed this no longer a domestic abuse case. I didn’t think it could get worse than that, but it did. Then, Angela inferred that I was making up the supervisors who didn’t call me back because she said she saw no documentation from a supervisor name Liz, and there was no supervisor name, Liz. I said why would I make that up? I can’t believe Verizon as a company can do this to people! I shouldn’t be surprised, because for everyone of me, there’s 15 ready to sign up. But Verizon ought to be ashamed, disgusted, horrified, incredibly apologetic, and dismayed at the treatment they have given me. I have spoken with agent upon agent upon agent, I have chatted with so-called agents over the Verizon app night after night after night, I have done everything. This company has asked me to do, and I have been Stonewald. And the legal proof I had to pay somebody to help me upload yesterday was not enough to increase my finance limit, and Angela said because the injunction was lifted, this was no longer a domestic case, I even have one agent tell me that I should call 911, or get local resources to help me, guess what!? there are none! I am in the Fargo area, and I can tell you, I have had people from the ***** Abuse, Crisis Center tell me they do not have counselors trained to help people who have been physically, psychologically, emotionally, verbally, and mentally abused by their partners. All they are is an advocacy organization. Even my complex treated me like ******! Because there was not enough evidence of abuse in the police reports I requested, they let him sign a new lease on the apartment I was forced to literally flee from for my life.!

 because there was not enough evidence of abuse in the police reports I requested, they let him sign a new lease on the apartment I was forced to literally flee from for my life.!

How can any employee, any customer, anybody affiliated with Verizon in any capacity read this, justify this, and be OK with this kind of treatment!

That, I will never understand!

I was even told by one agent after I told her my ex took a knife to my throat, that I need to get into my domestic difficulties as they do not correlate with an upgrade.

 I was even told by one agent after I told her my ex took a knife to my throat, that I need to get into my domestic difficulties as they do not correlate with an upgrade.

And you know, telling me I need to make a down payment for Verizon to even begin to make things right with me is on description! I can’t even think of a word in the dictionary that defined that kind of treatment.

If anyone can, I’d like to hear it.

If anyone can, I’d like to hear it.

I will be switching carriers, and shame on Verizon, their supervisors, their agents, Angela, the executive, and any other employee who dismissed me, minimized me, treated me with distain, apathy, marginalization, and anyone who treated me as though they were demeaning of me being someone who is blind, lives alone, does not have family support, and has an autoimmune disorder and requires a phone at all times. Shame on all of you,! You know what though, in spite of your unconscionable treatment of me as a person, a human, and a customer, I’m gonna say this. I hope that every single one of you that have treated me with malice, I hope, that that God, you know, extends grace, mercy, compassion, and kindness to you because despite what you’ve done, he will forgive you, and despite the treatment you bestowed upon me, I wish nothing but all of that for you and your family, even though I did not receive any of that by a longshot.

[NoMoreVWbs]

So unfortunate that they put you through this! There is virtually no "good" Verizon customer service.