Tech Support Endless Loop

[MACX1]

I am writing to express my extreme frustration and disappointment with the handling of a critical issue that has severely impacted my phone service. On January 6, 2024, my phone number was fraudulently ported out to another device without my consent. Despite the severity of this security breach, I did not receive any notifications from Verizon regarding the unauthorized porting of my number.

While Verizon was able to regain control of my phone number on January 8, 2024, the aftermath has been far from satisfactory. Since the reactivation, I have been unable to make or receive calls, as well as receive text messages. This has caused significant disruption to both my personal and professional life. I am a First Responder, Fire Police with our local Fire Department. I am contacted through my cell phone to report to emergencies. A cell phone that has not worked for over a week now.

Over the past week, I have invested considerable time and effort in reaching out to Verizon's tech support, engaging in a total of 9 phone sessions with agents. Despite spending hours on the phone, visiting a Verizon store three times to change the SIM card on file, and enduring the inconvenience of travel, the issue remains unresolved.

The extent of my dissatisfaction is heightened by the lack of follow-up, broken promises, and an endless loop of ineffective assistance. The tech support agents, who collectively had me on the line for 5 hours on Saturday and 17 hours Monday through Friday, assured me on multiple occasions that they had escalated the issue to the next tier level. However, I have not received any callbacks or updates as promised.

Furthermore, the request to speak with a supervisor or manager has been met with unfulfilled promises of attempts to contact one, with none reportedly available. I have been disconnected three times while being transferred to the next level of support, adding to the frustration and sense of helplessness.

As a loyal customer of Verizon for many years, dating back to the Bell of PA days, this experience is both surprising and disappointing. 

I find myself questioning whether Verizon is on the decline in customer service, given the lack of resolution and the seemingly insurmountable challenges in seeking assistance.

I am writing to urge an immediate and thorough investigation into this matter. I request not only a resolution to the ongoing service disruption but also an explanation for the repeated failures in communication, broken promises, and the inability to reach a supervisor or manager.

Additionally, I seek recommendations on how to escalate this issue beyond the normal support channels to ensure that my concerns are addressed by someone who values customer retention. If this issue is not resolved promptly, I may be forced to explore alternative avenues, including filing a complaint with regulatory authorities and sharing my experience on public platforms.

I trust that Verizon recognizes the severity of this situation and is committed to restoring my trust in the company's service.

[vzw_customer_support]

Hello, MACX1, thanks for reaching out in reference to your service. We certainly appreciate your years of loyalty and understand it's important for your phone to be in working order, especially since you are a First Responder. So we can best assist, we will be reaching out via Private Message.

-Lauren

[MACX1]

HI Lauren,

Please let me know how you will Privately Message me as my cell phone is not working, and when will this take place? Today?

[MACX1]

Urgent: Billing Concerns and Plan Change

Dear Verizon Customer Service,

I am writing to express my deep concern and frustration regarding the ongoing issues with my Verizon account, specifically the activation of a SIM card and the subsequent challenges in changing the associated plan.

I have been in communication with Lauren from the Social Media Team, who has been working tirelessly to resolve the matter. However, the proposed solutions involve potential plan changes, and I am apprehensive about incurring additional costs.

Lauren mentioned the option of updating my plan to Unlimited temporarily to facilitate the required changes and then attempting to revert to the original plan, that this may not work and will have to pay more. While I understand the technical challenges, the prospect of paying more for a plan that I neither need nor want is disheartening.

I am a long-time Verizon customer with multiple services, including TV, landline, internet, and two cell phone numbers. Affordability is a crucial factor for me, and I cannot sustain increased costs without a clear resolution.

Moreover, the situation arose due to a security breach where someone had unauthorized access to my account and ported out my number. While I appreciate Verizon's efforts to rectify the issue, I believe the financial burden should not fall on the customer, especially when the plan change is necessitated by circumstances beyond my control. At the very least Verizon should have reached out to me to confirm if it was me making the change.

I am reaching out in the hope that we can find a fair and reasonable solution to this predicament. It is crucial for me to have a functional phone without enduring financial strain. I request your prompt attention and assistance in resolving this matter with the utmost consideration for my financial well-being.

Thank you for your understanding, and I look forward to a swift resolution.

[vzw_customer_support]

Good morning, we are truly sorry to see you in this dilemma. Our goal is to offer the support you need. We know the importance of having the right plan.

Feel free to check out our latest plans: https://www.verizon.com/plans/unlimited/.

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

~Gilbert