So I swapped from T-mobile to Verizon- just wanted better coverage, but since joining it has been nonstop headaches an stress from the switch.
I had a brand new Google Pixel 6 that I had paid off- I traded it in, had to send it to Verizon to get the 1,000 trade in credit. Have the emails of tracking and where it was left on the docks at their facility, out of my hands. Proof that Verizon had it.
2 months later I get a text message saying that my promotional credit was removed as they did not receive my device. This made me panic as that was a brand new phone worth almost 1,000$ and its gone now, then I have to pay for the new iphone they gave me- instant panic mode...
I dig up my emails showing that the phone was in fact delivered to Verizon- now the long dredge of phone calls to fix this. I have now spoken to 5 agents about this matter, ALL of which agree an have written notes on my account about this issue. at the time of discussing this my bill was at 178.88 from the regular 97.59 I had paid the month before. I told the agent that I was not paying that amount, that they needed to fix their issues. The first agent I spoke to assured that it would be fixed in the next 7 days or so. So after that period of time I call back to do it all over again, same thing as the last agent said, so now this time has doubled- meanwhile I am getting texts stating my bill is late an might interrupt service etc. All due to Verizon poorly managing this issue.
I then lose all hope with these "chat with us" things as they have ZERO impact on real issues. I then think maybe I can go to the store locally, I look them up an give the one with best reviews a call, it goes not to the store but to the main line of Verizon... Fortunately the guy I spoke to said he could fix this issue as he has done it many times over the phone. So I spend about an hour with this guy going through all the stuff he needs to do to fix this. I tell him I am not paying more than what my bill should be- he says that no problem as the account will balance itself out after a few days. So I make a payment with him for what my bill is normally at 97.59, this was also made to go through after a few days to allow the account to balance itself an then my payment would go through an everyhting should be good to go. NOPE
Now I get text messages for late bill and late fees- then I get a text from Verizon stating that I will be charged 10$ non refundable fee for using an agent to make a payment. So I go to my account to look at what is it now...? My bill is now over 300$- so again I call Verizon. So I speak with another agent who asks me what the issue is I give them the ticket ID of {edited for privacy} to look up all this mess. They said that I would have to pay the balance and then the next bill would be credited. I'm sorry but I am not giving you a ton of money over what I am supposed to pay for an IOU, you are not a bank, let alone my bank. I will not pay you for your mistakes.
So out of curiosity I asked the agent when this would be fixed- they said in June... so I need to pay Verizon all this money so they can fix their mistake within a 3-4 month window? Yeah I dont think so.
What a terrible company standard for customers
Hello, jharris0341, thank you for that information. We are glad to have you as a member of the Verizon family and I'm sorry to hear that you had to reach out multiple times in order to get your trade-in promotion corrected. I understand this is still an ongoing issue that still needs attention and we want to ensure that this is fixed once and for all for you. I will be reaching out via Private Note in order to best assist.
-Lauren
How funny is this, they send me links to chat that dont work twice, then say they checked it and that it works... Then upon talking to them I now cant even send messages due to a limit on messaging privately... Verizon is garbage. COMPLETE WASTE OF TIME
These agents arent helping anyone, I just got done talking with these robots, its amazing how ineffective they are. The only thing they are good at is the quick reply to make it seem like they care.
GARBAGE company
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