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Extremely Poor Customer Service

I am not happy with Verizon. I have been a loyal customer to Verizon for 20+ years. On Feb 13, 2020, my husband's speaker stopped working on the Samsung phone that he got in Nov 2019. On Feb 14, he couldn't talk on the phone at all. I went to the Verizon store and was told that there was no insurance on his phone.  In November when we got the phone, the customer service rep was supposed to increase the insurance. We had no idea the insurance had been cancelled. The rep immediately tried to sell me another phone. I told him I wasn't buying another phone, then he told me I would have to call customer service. I called the 800 customer service number. I was on the phone 5 HOURS on Feb 14, talked to at least 6 different people, trying to get them to send another phone. I was disconnected twice. Every rep I talked to, I had to explain the situation.

Even though the rep could see in the notes that I didn't Decline the insurance and the Customer rep had cancelled it, they still weren't willing to send a replacement phone without charging. I was finally able to talk to a supervisor, 5 hours later, who decided to send the phone, but I had to pay for the next day shipping. I shouldn't have had to pay anything. But after 5 hours on Valentine's Day, I was ready to get off of the phone!  I should be reimbursed for the shipping $12.99 and issued a credit for the time spent on the phone. I am very disgusted and at this point would not recommend Verizon. Because the customer service rep had cancelled the insurance, I was on the phone for 5 hours (5:30-10:30pm). It shouldn't have taken that long to resolve an issue that was a Verizon Customer service reps error.  The insurance has been reinstated now. The supervisor confirmed that if the insurance wouldn't have been cancelled, then I wouldn't have had this problem.

Re: Extremely Poor Customer Service
Sr. Member

There's zero reason for a rep to remove insurance, especially when they have incentives to ADD it. It feels like something to this story is a request was made to lower the bill or something similar.

Re: Extremely Poor Customer Service
Customer Support

We are concerned to hear that your insurance was taken off without your consent, but we are glad to hear that you were able to get it reinstated. We definitely value your loyalty and your time, and we apologize for the inconvenience. We want to make sure that we help you get this resolved so that way your husband could have a working phone. By any chance, were you able to get his replacement sent? Does he have issues with every phone call? DavidR_VZW