Why do I have to wait a month to recieve a refund and why does it take weeks for you to send my orders?

[Disappointedbyu]

Since 2006, I've been a loyal customer, consistently appreciating the commendable service provided. While there were occasional hiccups along the way, none compared to the substantial issues I faced this year.

In July 2023, I decided to upgrade one of my phone numbers, to the iPhone 14. However, to my dismay, Verizon mistakenly sent me an iPhone 12 instead, all the while charging me for the iPhone 14.

After a frustrating two-month ordeal, I finally managed to resolve the issue and return the iPhone 12.

I gave it another shot, and placed an order for a new line and upgraded the same line, on December 12, 2023. My intention was to surprise my husband and daughter with iPhone 15 for Christmas. However, to my dismay, I discovered that the order had never been sent. I spoke with multiple who assured me that everything was fine and advised me to be patient. Days turned a week, and on December 20, I finally managed to speak to a representative who informed me that not only had the order never been sent, but they had actually processed two new lines instead of only one new line and an upgrade. 

The rep helped me cancelled this ordered that were never sent and she reordered. Our conversation got disconnected while I was placing the order, so I promptly called back. A different gentleman assured me that he would handle the order. However, it seems that this new representative mistakenly placed an order for two more phones instead?? I made a payment and now I've come to the realization that there are actually four phones ordered???

I had another conversation with the original representative, who quickly recognized the issue at hand. Placing my trust in her, she took immediate action by canceling all the previous orders and initiating the necessary procedures once again. To ensure a seamless process, I requested that if our call were to be unexpectedly disconnected, she should email me the contract and I would gladly sign it. Given the extensive amount of time I had already spent dealing with Verizon throughout the afternoon, I decided to dedicate the rest of the day to work. However, as late as 11pm, I logged in once more and proceeded to make the payment for my order, ensuring that all necessary steps were completed. 

Today,  I realized, to my surprise, that only one phone was scheduled to be sent out, despite my order. 

I had a conversation with a representative regarding these recurring issues, but Robert, the representative, continuously brushed them off, stating that it's Christmas and orders won't be sent out because the order was just placed yesterday.

 I tried to assure him that there is definitely an issue. The frustration became so overwhelming that I couldn't help but cry. Suddenly, he seemed to grasp what needed to be done. He realized that a contract needed to be re-signed and paid for again, even though I had already made the payment. I informed Robert that the receipts would prove that these orders had already been paid for, but he insisted that I pay again and expect a refund in 10 days for the duplicate payment on the same order.

He displayed an appalling lack of manners, showing disregard for my concerns and failing to comprehend that I simply do not possess the means to afford more than what was required for taxes and activation fees associated with these transactions- since the transactions itself had already been paid. To compound matters, Verizon has already deducted funds from my account to cover these expenses, all due to the predicament caused by their representative. Consequently, I am left with the burden of covering for the money held up by Verizon while I wait a refund.  It is particularly disheartening that this is transpiring during the holiday season, as I am a hardworking individual. Why should our hard-earned money be ensnared in problems we had no hand in creating? I was advice to go to my BANK AND FILE A COMPLAINT TO GET A REFUND?

These orders were gifts for my husband and my young daughter for Christmas however, in order to ensure that they receive it, I went ahead and paid again to ensure that these devices get sent before Christmas.

I’m finding it difficult to comprehend this situation where I have to keep paying for activation and taxes that had already been paid. In response, I requested the representative to escalate the matter and expressed my desire to file a complaint and I would like to get a refund!!! The representative suggested that I either write a letter and mail these complaints or go directly to the Better Business Bureau (BBB).

 I have been a loyal customer of Verizon for a significant period of time, as I have never encountered such a major issue before. Usually, all my concerns are promptly resolved. However, the fact that during Christmas time I have been treated so poorly as a customer and have had money taken from me for a service that I had already paid for is truly disheartening.