This really did happen...

[Frankverizon]

Try this one! 

I paid off the last 8 months of my current phone, paid my bill in full this evening.  Been a customer since '10

Went to go pre order S7 Edge, Website gave me XML error

called tech support, they charged my card, couldnt find the order. on Hold, then Hold bounced me to another tree, then spoke to one more rep, and a supervisor. Hour and Half all together

They took (stole, because they cant give me any other reasoning) my money, and I have no order placed now. Great people and service, but no tools to handle getting caught to fix this instance. Told me they found the money, but turned it into credit and ID HAVE TO GIVE THEM MORE MONEY to set a pre-order, and wait 7 days to get my money back. could offer no explanation why Tech support did what they did and assured me no one on the planet could eat the cost, or divert funds, Service recovery, eat the cost and take it out of my "credit" or customer anything, but refund my money and have them give me more money.  But overall the service of the humans I spoke to was above par. Even the tech guy who took my money was very nice about doing what a company does best, and take money.

Why would I invest in a company for two more years, Thousands of dollars,  that would do this to their customers and their support people? Over $65 in taxes?  I now have to go through all my bills to ensure that tech support or any other dept., didnt decide at anytime to charge my cards without it allocating to anything, and I just noticed this time...  Verizon Wireless Customer Support Verizon AdminVerizon Wireless Admin

[naansalad]

just wondering did you try to pay bill and pre order phone on same transaction ?

[Frankverizon]

Nope. Separate. Took my money for the phone payoff no problem, and my bill, but when I went to preorder,  I got the online error that had me call tech support who was more than happy to take my money with no product.

[pherson]

According to phone payment terms and conditions when you pay off a device and wish to enter another payment plan you have to wait 30 days.

[Frankverizon]

I had a different plan. This was totally a flub on the tech support who took my money and settled it as credit instead of the correct payment for the preorder tax. Verizon only answer: more money and a refund. They claimed that there was nothing physically to do but yet didn't involve anyone who could do  anything. I begged to stay and gave 7 different options. They refunded me in the middle of it all. I'm leaving the company they claim this is how they treat family.

[pherson]

NO.

You yourself stated that you paid off the last 8 months or so. Which means you have to wait. If you disagree with those terms and conditions best wishes at your new provider.

[Frankverizon]

Hi, no one is using all caps. Don't start. But yes, a store manager and 3 different phones calls in last two months verified that I had no issues with paying off my phone and getting a new phone with ten minutes. I declined waiting for the opportune time.

But my issue isn't that. It's with the lack of training with people who answer for various departments, and the inability for complete service recovery at the companies error.

But I thank you for your time and input.

[pherson]

AS I said best wishes at your new carrier.

Case closed.

[Frankverizon]

Thanks same to you with yours. This wasn't a case for you to close though 🙂

[pherson]

Aactually it is because it's highly frustrating to see people complain when they are ignorant to policy and procedure.