New service hold
lmireles1973
Enthusiast - Level 2

Placed a new service order yesterday 2/23/24, paid $110, got the email for id verification via them sending a text after two resends, I still never received said texts. Reached out via chat, spent 4 hours of my day getting it resolved. Did the dang id verify documents selfie etc. got back on chat and was told by 3 different agents mind you, that the hold was released and my order would be shipped in 24 hours. Meanwhile it still says hold. I paid extra $20 to get the item today! Woke up this morning no email for shipping. Chatted again for 2 hours being transferred 5 times, disconnected twice and lied to multiple times. I kept screenshots of every chat and I will be reporting to the bbb. As of the last agent my order “has shipped “ but she couldn’t give me a tracking number, and she said it wouldn’t be here until the 28t. When I questioned her she said it was a courier issue which I again questioned. She told me just to wait, and not contact via chat or phone or it “will further delay my order “ to which I replied “this doesn’t sound like a professional response, no business would tell a customer waiting on a order to not contact them” she then proceeded to be very rude. So as of now it’s still showing hold on my end, no updates, they have my $110 I have no product. They do not reply with any consistent answers, and basically have stolen my money. I will if not given a update or shipping confirmation, dispute the charge with my bank, make a complaint to the bbb, report this to corporate, and make posts on every Verizon social media platform. In this economy we are all struggling, and for them to take $$$ without product or services is horrible and disgusting. I told agents several times just cancel and refund my order so I can go elsewhere! I will get this resolved even if I have to blow this entire situation out of proportion on the internet!

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Re: New service hold
vzw_customer_support
Customer Service Rep

Hi lmireles1973, I'm sorry to hear about your journey. To make sure you're properly directed, we are not able to view accounts that are brand new and not activated through this channel. You will need to contact Sales Support directly at vzw.com/contactus. 

-Melissa

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Re: New service hold
lmireles1973
Enthusiast - Level 2

Yeah that’s exactly where I’ve spent 5 plus hours on chat 11 different agents, and nothing resolved by my Time wasted and being lied to! And I can’t even login to any account to chat with a regular person I start with the sales team. Your chat agents are rude, clueless, and lie! So unless you, yourself Melissa will be taking the chat I will just decline another hours worth of getting no where

Re: New service hold
melwal212
Enthusiast - Level 2

I have pretty much the same problem!!  I ordered  svc last  week and got pre owned devices that website  stated would be free with new lines and svc,  Paid  a bit over $ 150  bucks  ( even paid extra for next day delivery)

A day later got I'd verification emails,  did that 3 times.. 

Customer service was a joke..had no idea what was going on,  even with my order  number,  location code and all that stuff 

 Then my order was canceled....

Did you ever get help or answers?

Melanie 

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Re: New service hold
vzw_customer_support
Customer Service Rep

 

@melwal212  wrote: have pretty much the same problem!!  I ordered  svc last  week and got pre owned devices that website

 

melwal212 We are concerned to read about your journey and we want to offer assistance to help get you to the best resolution. We are unable to view brand new accounts and we would need to recommend that you. contact Sales Support directly at vzw.com/contactus. 

-Andi

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