Verizon upgraded the wrong phone and we are being charged for it. Customer service and in-store cannot help.

[palki091]

Verizon upgraded the wrong phone on my account. Now it is showing that we have a new phone that we don't actually have, and we are being charged for it.  After a total of 10 hours on hold with customer service and two visits to an in-person store, no one has been able to help us.  We were given a ticket number, but now no one can find that ticket. 

The run around does not even begin to describe this.  Your own store people were yelling at customer service for how badly they and we were being treated after they waited for 90 minutes with us on hold in the store. And after the most recent service rep said she would give us a manager to speak with, we waited on hold for two hours. We were routed to a random person who said we were in the wrong place and needed to call back in.  

This needs to be resolved.  What we can't do is just call the front-end customer service.  

[Doggo]

This sounds like doing way too much making the problem worst..

If the wrong phone was ordered, let it deliver, return to nearest corporate store so it can be cleared up. After that, learn self-serve to order things yourself to avoid this problem in the future.

[vzw_customer_support]

Hello Palki091! We're terribly sorry for the trouble. We know it's important to correct any mistakes on your account, and we'd love to help. Please reply to our private note to get started.