Customer Support Experience

[akuma548]

To start, I've been a Verizon prepaid customer for some time.  about 1.5 years as of now.

My account has 2 cell phones (p1, and p2) and a watch (w1) connected to p1 with number share.  This setup has been working just fine until the following...

About a month ago I had a friend visiting from out of the country.  They have a phone (p3) that is compatible with the Verizon network.  I assumed that it would be an easy process to add a line to my Prepaid account.  I attempted to use the MyVerizon app but was unable to have the e-sim pushed/downloaded to their phone.  After some time and multiple attempts to solve this myself, I called support.

My first contact with support was difficult.  The line had been added to my account, but the service was not activated on the device.  I don't know what the confusion was, but instead of activating the new device, support moved my (p1) existing phone number to my friends phone (p3) - leaving my phone (p1) inactive. I didn't understand that this had happened and assumed that service was working as their device was now connected to the network.  This took many hours with support that I should've been spending with my friend.  I don't know what affect this had on my watch (w1) with number share.

Since my phone (p1) wasn't working, I call to support to have them resolve this.  For whatever reason they were unable to fix the issue and I needed to make a trip to a Verizon store.  I brought only my phone (p1) to the store as I thought everything else was working.  They were able to get me up and running again quickly.  However, in doing so, my friends phone (p3) no longer had service.  This was not made apparent.  Later that day (after store closing) we discovered that (p3) was no longer active.  So, the next day we took their phone (p3) to the store to get fixed up.  Thankfully they were able to fix it up quickly.

Now, we're thinking everything is working.  However, lurking in the shadows, the mobile number share service to (w1) was disrupted.  This goes unnoticed for some time since I spend most days with both devices (p1, w1) with me.  Eventually, I find myself in the situation where I would like to leave my phone (p1) behind since my watch (w1) should be able to take care of my needs.  I attempt to text some pertinent info to p2 and am informed that I cannot because I'm not connected to my phone. I guess I need to call support again...

So, when I'm able to, I call support and inform them of the problem.  I spend HOURS on the phone, on chat, in the store to restore my service.  I'm told I will receive calls back that never come.  There is no resolution.  Still, there is no resolution.  I'm forced to go through multiple factory resets "because that's the process" even though I've already done it, had multiple e-sims provisioned, agents that seemingly hung up on me and forced to start over.  The virtual assistant made it even more difficult to get to someone that can actually help me.  Eventually I think, "well, I'll just cancel the number share and order it again".  I set it up originally via the MyVerizon app and thought it would be just as easy.  Turns out there was no way for me to cancel this service on the app, so I call in again.

When I call in again, I'm able to get support to cancel and re-add my number share.  Unfortunately, this did not work, and I was told that my case is now being escalated to be researched internally and that I would be issued a credit for the services that I've paid for and am not receiving.  A few hours later, I discover that my phone has no service.  I've been on auto pay since the beginning and now my status says that I "missed a payment".  I check my credit card statements, and it shows that Verizon took a payment and then issued a credit for the payment.  Somehow this was treated as a missed payment.  So, I call in AGAIN. 

This call was relatively short (about 30 more minutes wasted), but at least my account is back in service.  However, I still don't have number share working correctly.

Look, I don't know what the resolution is here, but I would like to know what happened and what's being done to make sure that it never happens again.  I've wasted many hours of my life on hold with support who can't even help. There's no credit that can be given that gives me this time back. This was a cascade of issues, one after the other.  Overall, this was a horrible experience.  I've been very satisfied with my service until now.

As of now, I'm just waiting for a call back after the internal investigation as to why I'm not receiving the subscribed service.