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Verizon My Numbers
mz13
Member

Dear Verizon,

Please coach your phone and chat support agents about the Verizon My Numbers add on service.  I've spent about 5 hours now between 6 different chat agents, and I'm on my 4th 18 minutes/28 minutes/32-minute hold, waiting for another inept agent to answer.  They just keep pushing me off to other agents and departments.  The last phone agent, that I waited almost 30 minutes on hold to pick up, told me that "My Numbers" is a "3rd Party App and isn't' billed on my bill", despite it literally having the name Verizon, being on your website, having its own FAQ page, and literally being billed on my bill.

Honestly, the amount of money charged for your services, the time and patience your customers are required to invest to get such sub-par service is embarrassing.  If your agents don't know about a "Verizon" service, they should be able to escalate a call or chat, instead of forcing the customer to start over with another long AF hold time with another confused and untrained employee.  I am 0 for 6 for someone, "anyone" that knows how to help me with my VERIZON My Numbers.

Re: Verizon My Numbers
9wood
Sr. Member

Its like the my verizon app you know the scaled down site on phone only developed by them but they take no responsibility for either nightmare getting help with that the reps seem to only know what is on there scripts and delay tactics before they hang up on you 

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Re: Verizon My Numbers
vzw_customer_support
Customer Support

We want to ensure all is well with your app. What seems to be going on? What make and model phone do you have? Is the app software up to date? - AlbertoR_VZW

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Re: Verizon My Numbers
vzw_customer_support
Customer Support

mz13, the experience you have reiterated for us is simply unacceptable and should not be continued. You deserve to have a seamless experience with just 1 rep and 1 interaction. I am committed to making sure you get all the answers that you need to end this cycle once and for all. I have sent a Private Note to your inbox. Please reply to me there. 

 

AkaneM_VZW

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Re: Verizon My Numbers
Tigerstep
Sr. Member

I've literally never heard of this service till this post and I'm on a former Alltel account. What makes you think CS with it's high turnover rate is going to know about some niche service no one really talks about?

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Re: Verizon My Numbers
9wood
Sr. Member

A 2 second search confirmed that the my numbers app is a verizon communication group app I.e made and developed by verizon did see other various apps by verizon as well just a thought you would think they would know something about there own app

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Re: Verizon My Numbers
Tracieotr
Member

I have had a similar experience. I've been on with 5 different customer service reps, talked to people in a store, spoke to supervisors who sent me over to a sales department, and am currently waiting for another supervisor to contact me with no resolution to my problem yet. Here is the issue: 

We moved to a new state and wanted to set up a number for my husband's business with the new area code. We had to retain the old number for the transition period. We were told we had to buy a new phone that could do dual lines (not a Note 10). Then an agent told me about My Numbers and how I could set up a new line with the new area code and then when I was ready, discontinue the old line and transfer the My Numbers line into the phone and out of the app. After 4 hours of discussion and research on Verizon's end, they are now saying that is not possible. They can port the number to another carrier, but can't set it up with their own network? HOW DOES THIS MAKE SENSE???? We've had business cards and car lettering made with the new number so we will definitely be keeping it, even if we have to ditch Verizon to do so! 

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Re: Verizon My Numbers
vzw_customer_support
Customer Support

Tracieotr, we surely don't want to lose your business. We appreciate the opportunity to serve as your Wireless provider. Our sincere apologies for any confusion caused on our end. Regrettably, we are unable to hold a phone number or port in an existing number via the My Numbers option. Here is a link with the details: https://www.verizon.com/support/my-numbers-faqs/#:~:text=What%20is%20My%20Numbers%3F,numbers%20all%2.... (#11, #12). 

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Re: Verizon My Numbers
Tracieotr
Member

Yes, I have read that multiple times and understand I can't port an existing number INTO My Numbers. However, to prevent me from moving it out of the app and make it a "real" number on your network while allowing it to be ported to another carrier is ridiculous. (Oh, and the most recent customer service conversation suggested it CAN be done. Waiting for an email to say it worked, when really I'm expecting it to say that it doesn't) So now I need to know which carriers a My Numbers number CAN be ported to. Specifically, is Spectrum Mobile allowed,  even tho they use your network? Can numbers then be ported from Spectrum to Verizon? Will I have to go from My Numbers to Spectrum and back to Verizon? That doesn't sound ridiculous or anything

 

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Re: Verizon My Numbers
vzw_customer_support
Customer Support

We certainly don't want to see you go. Is there a reason why you want to leave?

I do see that you can port our you My Number.

What if I want to transfer (or port) any of the My Numbers phone numbers to another carrier?

 

You may be able to transfer or "port" your phone number to another carrier. Because of the nature of the My Numbers service, porting times may take longer than usual. Verizon will treat all porting requests from your new service provider as though you asked us to cancel your service for that number, even if you have not independently notified us of the porting request. We will terminate service only after we receive notification from our local exchange carrier that the porting is complete. After the porting is completed, you won't be able to use the My Numbers service for that number, but you'll remain responsible for all fees and charges through the end of that subscription cycle.

 

Does this help? 

-AmberF_VZW

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