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New service nightmare
rl777
Member

We decided to switch to Verizon from ATT because they have better coverage in parts of AZ where we like to hike. We've been with ATT for over 15 years so it's not something we do often. Ordered three phones and requested three lines to be ported. Two phones arrived in a few days, the third one was on back order. Because we needed the phones for Christmas, I canceled the remaining phone order and just bought one from Apple. The billing and rebate nightmare started. We activated the phones on the 28th but got a bill for service from the 14th. Trying to call Verizon is such a waste of time. Hold it for hours. When you request a call back, half of the time it's next day or two, other times they call but the call doesn't get connected due to a "system error". When you finally get someone on the line, they start explaining complete nonsense about two lines activated earlier than the third (when all phones were activated on the same day and they have customer support call records to prove that). They promise to investigate and never call back. It's a total disaster of customer experience. I'm giving it a final try to probably just going back to ATT. Verizon may have the best coverage but they have the complete worst customer support and billing systems. Based on this experience, I can only imagine what will happen with the promised rebates (and lots of posts on this forum are a proof of that). Stay away from this terrible carrier if you are considering porting your number. 

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Re: New service nightmare
vzw_customer_support
Customer Support

rl777, it saddens me to hear of the issues you experienced when porting your services to us. We are overjoyed to have you as our customer. Please accept my apologies in this matter as this is not the customer experience we want for you. Our goal is to help in any way we can so please tell me more. How can I be of assistance today? 

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Re: New service nightmare
Ebray413
Member

I too recently switched from Att and had a nightmare of a time trying to give Verizon my money. I went online to try to use their website to start a switch, which should have been my first warning because their website is archaic and appears coded by a 12 yo. After wasting time on that, we went to the VW store, which spent an hour staring at his tablet having a hard time trying to get a plan to show us, before even taking my information. So we finally got through that and he said in order to take trade on our old phones, we would need to finance our phones, but he could put it through with a large down payment per phone, and finance a dollar and we would get $400 per phone on trade. So after all of that, we agreed and then looked at the receipt and noticed that he charged us full price for the phones. We then discovered that they were financing our $800  credit over 30 months, giving us a $27 credit per month. I called Verizon and explained and was told I had to go back to the store. I went back to the store to have them correct it, but they said there wasn’t a way without losing our numbers. After 3 hours they were finally able to figure out how to process the change by adjusting it to a 24 month finance. So after that, our plan was to add our daughter a line with a new phone. They couldn’t process the free phone without sending a code to my phone, which would never show up. They did it 3 times which then locked us out of adding a new phone for 24 hours. We tried to call Verizon at the store with the Verizon store reps, and the phone rep said that I would have to buy 2 phones and then return one phone without opening so I don’t get a restocking fee. This is the most frustrating introduction to a new company cuz after all of this, we got the phones activated on 10/12, and then on 10/14, I get a bill from 9/13-10/12 for the full month, due by 11/4 for $267.00 with $70 activation fees and other charges. We signed up for $70 per phone unlimited plan. Our next bill is estimated to be 199 for 2 phones, when I came from att I was paying 100 a month for 2 phones. I was willing to pay a bit more for better service, but Verizon is the worst. This story will be going on my vlog with 5 million subs. 

Re: New service nightmare
vzw_customer_support
Customer Support

Ebray413, we definitely want to help make sure that we can get you the best when it comes to working with us. So we can help, please send us a Private Note! Thank you! *Jose

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Re: New service nightmare
bohorn
Member

This is business as usual. We've been with Verizon less than 2 months and have received NOTHING but LIES and FRAUD! But we will not stop until we are compensated. TOTAL WASTE OF OUR TIME!