In April, my Samsung Galaxy S5 was not functioning properly due to the Android lollipop update so I went to my local Verizon retailer,
"The Wireless Center Verizon Wireless Premium Retailer, located at 5955 Kingstowne Towne Center," in which I spoke with representatives, and it was deemed by the representatives that in order to make NO changes to my current Family Plan and also provide me with a phone in working condition, the only resolution was to purchase a new device for, $99 and it was recommended that m after reviewing my account, I should also cancel my insurance coverage, which I cancelled during the transaction as well as paid the $99 for a replacement device.
When the replacement phone purchased started having issues yet again, I began looking at my plan and subscriptions and noticed that an additional device has been added to my plan. The primary account holder also received a letter from Verizon stating the same information a few days following but was still unclear what was added to the amount. Both myself and the primary account holder called Verizon Customer Service and explained the situation and were told to go back to the retailer in which I purchased the phone in order to rectify the changes made to my account. Which I did, & I was told by the same representatives and Store manager that the modification that was applied was some sort of a promotional discount that allowed me to purchase the phone at a lower cost. As I then retold the representatives, that was the exact opposite of what I wanted, as this would not have been an aporoved transaction had I been aware it would extend my contact. This request was made repeatedly clear on site that day, that I didn't want ANY modification of my plan mentioned was conducted without my consent. Which I explained to the Verizon representatives on site again that day as well as during multiple conversations following on the phone with Verizon representatives that my goal was not to not disrupt my current family plan as I was planning on separating myself from the plan , the changes ultimately disrupted my current plan, prolonging my contract for a device that I do not own, and was not aware of "purchasing" through the year 2017.
After, another final awful customer service experience via telephone I was then recommended to go back in store but to a "Verizon Authorized Retailer" because the Verizon customer service telephone representative "was not able to modify changes made due to the type of store I purchased my replacement phone from". I then went to the Verizon store located at Space 100, 7703 Fordson Rd, Alexandria, VA 22306, which I confirmed was an authorized retailer, in which I was told the same thing by Solution Specialists, as the Verizon representatives on the phone told me but in reverse that they couldn't do anything and to call customer service or return to the store I purchased the phone from. While I know this rep did the best she could I left feeling hopeless yet again but took her advice one last time in calling customer service.
Feeling very frustrated I then made another attempt at contacting Verizon support, from my car outside of the retailer I just left in which I was again for a 3rd time, told that the store I was actually sitting outside of could make more modifications to my plan then they were able to. I was told that my best that was to go back into the store and re- explain the situation. In which I said I did not feel comfortable doing after numerous attempts at rectifying the situation. My suggestion to the representative was to call the store on a three way call, that I had just left, sitting outside of, which she did and then I was disconnected during the process.
Today I tried to reach out one last time via chat and TWICE the chat representatives simply stopped responding to me after stating my issue.
I am now eligible for an upgrade based on my Verizon edge plan and was planning on moving myself away from the current family plan and remaining a Verizon customer but with the device added to my account without my consent, it is now prolonging my contact until 2017 and the original date on my transaction has also changed without my consent, I have documentations to support this.
At this point due to the absolutely horrendous customer service I received during the situation, I'm not sure if I will remain a Verizon customer, dependent on the outcome of this last attempt at rectifying the situation.
I would like the following removed from my plan immediately:
The device/additional line that was added without my consent:
Device ID: Can be provided.
Having been a loyal Verizon customer for many years this is beyond disappointing and I expected a resolution in a timely mannermanner, but I have received the run around for months now and no one claims to be able to assist me on site or via customer service lines and chat supports.
Authorized and Premium Retailers are not Verizon stores, as Verizon owns and operates Corporate stand-alone locations. Those other "Verizon" stores have their own rules as to how they do business selling phones for use on Verizon's network. That's about as far as if goes with the connection between the 3rd party and Corporate locations. I fear you will have to do all dealings in this situation with the store from where you purchased and originally ran into this problem. It almost sounded like they added a line to your account to get a 2 year subsidized $99 phone.
So as a corporation, Verizon is not responsible for their Verizon
standalone locations, yet charge consumers on the standalone stores terms?
The attachment here shows the location I went too, the only local one to
me, Verizon doesn't provide customer support to people using these
locations is what you're saying?
Verizon provides services for customers yes, but is not responsible for what a con-corporate store does nor their actions. Sounds like you went to a non-corporate store. Corporate stores are usually stand alone. You went to a shopping mall-type location. Corporate stores only say "Verizon" on their signs, not "Authorized" or Premium."
This is really concerning to read. We value you as a customer & you deserve the best customer service. I regret to hear that this all happened & would like to review your account to further assist. I'm going to send you a Private Message. Please respond to my Private Message so I can further assist.
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