Unapproved Order

[tresaroze]

I was told by customer service this is the place to post this... Yesterday I reached out via chat to inquire about a booster for my place up north. The gal was pleasant, gave me options, we placed the order, and I thought I was good to go. I received the message to confirm the order and tried via text, app, online on my phone and laptop, but kept getting an error, so I chatted again. Before I knew it the girl placed a second order. She assured me the other order would drop off and I wouldn’t need to confirm or do anything else to get the order shipped.

The order was far from over. I received another message that I needed to confirm the new order, so I called again. Summarizing, I was on the phone with Verizon for 5 hours yesterday trying to get the second order cancelled. I received calls to confirm, I received calls back to cancel, they were trying to confirm both orders, they consulted several times to get the order cancelled, they had no idea what they were doing and neither did I. The last person I spoke with, another 45 minute call, had someone from orders on as well. They went back and forth and in the end I was again assured that the second order would not ship. They said they had to put a ticket in to request the cancellation. I pointed out that the order would be shipping that day and they said the ticket takes 24 – 48 hours to process. I was again assured confidently that the order would not ship, they would see the ticket and the order would be on hold. I woke up to an email that both orders have shipped.

So, I called again. The first time it took 10 minutes to get to someone only to be hung up on. Calling back again it was a 50 minute call being passed around, telling the story over and over, being assured that the next person would be able to take care of me. In the end, someone from customer service said the order was cancelled and told me to disregard the shipping notice. How was it cancelled and shipped?? At this point I have no idea if I’ll be receiving the second order or not.

Not only is it extremely frustrating dealing with this kind of customer service, I will now be charged $264 twice to my account. I do not have $528 to be pulled. I am a single mom on a tight budget and this cannot happen. I did not approve the second order that Verizon mistakenly placed. I understand it has already shipped, but something needs to be done ASAP. I have been with Verizon for over 20 years, before you were even Verizon, but this is enough to make me want to cancel my account. This is the third time in less than a year that I've had terrible customer service when calling in. Last time the representative told me I’d be getting my Disney bundle free for 6 months. At the end of the month that I’d talked to him, my subscription cancelled and I had nothing. I had to re-sign up. No free 6 months and I was not going to call back to deal with this again.

I’m not sure what you can do, but something needs to happen. I have never experienced something like this, all to cancel an order, an order that was your mistake.  

[vzw_customer_support]

Good morning tresaroze. Thank you for the detailed account of your experience. I know this can be so frustrating and want you to know we are here to find the answers to the order status and more. Please reply to the private message that will follow so we can discuss account specific information. 

-Deb

[tresaroze]

After being assured, again, that the second order would not ship, it did. Not only that, but both devices are charged to my account. I’ve always recommended Verizon to people looking to change carriers, but I’m losing faith in this company and there is no way I would encourage someone to make this switch.