It's true, I didn't pay my bill on time. Once I realized, I took care of the payment promptly. However, my data was affected and it's been 12 days since my mobile data has worked. I understand that I'm not the only person being affected by this phenomenon, but that doesn't excuse that fact that my smart phone is now, "dumb". Really, what good is a smart phone without the internet, right?
I work at night from 10pm to 6am EST. When I'm at work and if, it's a laid back night, I can chat to get this taken care of or I have to sacrifice my sleeping hours to try to get this matter resolved. It's been 12 days and the shortest phone call has been about 30 min the longest chat session 2+ hours. I would say that each communiqué has lasted at least an hour on average.
From my initial communiqué where I was told by a young lady was putting in a work order (pardon me for not using the correct jargon), and would follow the process threw to the end. The following evening, discovering it had not been submitted. Yesterday, day 11. I was told that I could get a temporary number and messages and phone calls from my old phone would be forwarded to the new temporary number. Today, day 12. After chatting with and speaking to individuals this cannot be done. I can have my phone calls forwarded, but not messages. Basically, I'd be able to receive calls from old number and would be it. No messages, no internet, not even on the new number. Today, many accounts require that you authenticate your personhood by text messages and I have many of those accounts; I can no longer do that. I understand that supervisor was tying to help by providing me with an option, but is it really an option if it doesn't work? Dealing with the Technician, I spoke to…continued on point 5.
The worst of dealing with all of this has been dealing with customer support (as a whole). From beginning to end, it's been horrible! I'm not going detail every experience I've had but I will provide a generalization of the issues and personalities I've dealt with.
Overall the process has been that no one knows the actual solution, but everybody's providing a fix. I was told that after I complete a factory reset, I would be eligible to enact my insurance to replace my phone. I called back and was told that couldn’t happen and that I should go to store. I made an appointment at 10am. Remember, i get off at 6am. I looked on-line for store that opened sooner that might be in my area, nope. This was the typical time and least the closest. The gentlemen that helped me, kept looking at the door as if he were missing sales, while troubleshooting my issue. Him and the person he called replaced the SIM card, which didn't work and went through some of the same counter measures I'd previously done. He gave up and said they wouldn't replace it. I would have to talk to Verizon.
Verizon is aware of the an issue and they can’t or won’t tell me how long it’s going to take rectify it. The only solace they offer is that they will change my bill to reflect the days I’ve been without data. My counter to them. I appreciate that, but what are you going to do about the time I’ve spent, the frustration, and the misinformation given; provided by your employees? To that no I’ve gotten no response.
I’ve been told that even if they give me a new phone, my data still wouldn’t work because it’s an issue affecting my particular number. I do not know if this a lie so they won’t have to issue new phones or if it’s the truth. Bottom line I’m paying for a service that isn’t working and they have not provided a time table or even a loaner phone. I was told they don’t do that anymore.
The definition of insanity is doing the same thing and expecting a different result.
make sure your balance is zero. Then get online and file an FCC complaint. It is free. Your complaint will be forwarded to Verizon upper management by Monday at the latest. Verizon upper management will contact you within a couple of days.
They can also try to reach the financial services department at 866.266.1445 to see if there are any other fees or unpaid balance they need to pay to restore their account.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
I could've done w/o the insanity comment. One thing that can't say I didn't do was my due diligence, but your advice was sound and I did file the complaint with the FCC and doubled that and filed with the BBB, also. Thank you for the advice.
When I originally read this response I wasn't going to respond. It seems very basic and almost condescending. To think I would take the time to describe my issue in such detail, to have an out- standing balance could be seen as an insult. If you wouldn't read the first stanza of my message, you might've seen that wasn't the case. Really!
I received a post in email that asked did it solve my problem, but for some reason I can not see that post here. This is my response:
I am surprised that the FCC complaint did not get Verizon’s butt in gear.
Devices should be unlocked, and maybe usable on another carrier. You might consider selling them on Swappa
Carriers allow new customers to trade in devices for credit, but those are new customers and the credits are for staying with the carrier for a length of time. Since you have transferred out Of Verizon, these offers would not be for you