I signed up for the bundled Verizon service plan with the Apple One Unlimited plan in May 2023. I worked with the in-store Verizon reps to help me get Apple One set up after activating 4new iPhones, 2 watches and 2 iPads to leverage the apple one platform. We kept running into an error ‘order processing, check back in 15 min’, even 3 hours later as the store was closing for the day. The manager wasn’t very familiar with the bundled service, so she suggested that I sign up for Apple One directly through Apple, thinking that Verizon would apply a credit to my account, like they do with their phone purchases, where it is taken care of in the billing process. Unfortunately that is not how it works, so I’ve paid for Apple One twice for a few months, while Verizon still couldn’t address the issue of connecting my account to the bundled apple one services.
Of course the first few calls to Verizon, they said it was entirely an Apple issue, so I worked with a few Apple reps who opened one ticket and assigned me one Sr technician to work with on my issue. Ultimately we had to remove the subscription I had directly with Apple to see if that would do the trick. Unfortunately it did not.
I contacted Verizon several times with the issue, different reps every time, and spent on average 90-120 min on each call. Getting transferred to and fro, with and without my Apple rep on the calls. This resulted in 4 different Incident tickets for Verizon to resolve. Each one the same, each with no resolution 4 months later. I reached out to the executive team for support, but they refuse to provide updates, timelines, or reasons why my account is so complicated. All I ask is that someone check in with me from Verizon with a message ‘no updates to share, I will follow up next Friday’. instead of me having to reach out when I have 90 minutes to spare.
I don’t understand this inept service model. The one ticket I opened with Apple is still open. The same technician I worked with in June is the same one who reaches out to me once a week to see if my issue is resolved yet on the Verizon side. Of the 4 tickets I’ve opened with verizon, 3 are closed, but they can’t tell me why they were closed since my bundle is still unbundled. I’ve sent screen shots and had dynamic sessions with the Apple techs who genuinely want my problem resolved. Verizon hasn’t asked for one screen shot, or tried to screen share throughout the 18 calls with 25 different reps (given all of the transfers) and 20+ emails regarding this matter. This is so miserable. Each time a VZN rep says they will call me with an update - which is from 6 different people - all of them have LIED, and I have email proof too if the lies. They have never called me back even one time.
Hello, Olenumber8. My apologies to hear of the difficulties you have experienced with your plan and getting the resolution you deserve. Rest assured, help is here. I have sent you a Private Note. Please be sure to check it as we look forward to hearing from you.
-Natasha
We want to help with your Apple One. Please let us know if you still need us. You can reach us here from 8:00 am to 8:00 pm EST or you can reach out phone and chat counterparts at any time by using this link: https://www.verizon.com/support/contact-us/
~Jesse
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