Verizon Wireless Customer Service Issues

Verizon claims to be #1 in customer service, but my recent experience proves otherwise. I was let down by the poor customer service I encountered. After being left waiting for 50 minutes and then getting disconnected, and another time being on hold for 46 minutes only to be hung up on, it's clear something needs to change. The technician who came to my house even installed wires under the carpet, creating a potential fire hazard that affected my internet connection. Despite being promised a callback within 24 hours, I am dissatisfied with the lack of concern for my issues. It seems Verizon's priority is not resolving customer problems but simply closing cases.

My daughter's iPhone is connected to my Verizon account. We visited a store to upgrade her phone to the 11 Pro Max, which was shipped to my home. She attempted to return her old phone as instructed, but encountered issues as no return shipping label was provided. Despite the store's refusal to accept the return in person, she was directed to return it via mail with a label that couldn't be printed online. After contacting customer service, they advised her to return the phone to the store, which was unsuccessful. They noted that a new label will be sent to my address after the deadline for return, potentially leading to charges. I am looking to document these events with Verizon, but have not found a way to do so within my account.

I have not been receiving my bills on time, and this month I have not received my January [redacted] bill. I request that you send me the bill promptly so I can make a payment without incurring late fees. Additionally, my legal name is Robert E. Reuter, not BOB E REUTER as indicated on my account. Please ensure my name is corrected on all correspondence. I prefer not to receive bills addressed to an incorrect name. Kindly send me a correctly addressed statement for the latest billing period so I can make a payment. I am planning to make a payment around 1/30/[redacted] based on my estimated bill amount. Please address these issues promptly.

My 87-year-old mother, J. W., struggled to learn how to use the new iPhone she purchased to replace her old 3G phone. After speaking with a customer service representative, the contract for the new iPhone was canceled, and we returned the device as instructed. However, the recent bill includes a Device Payment Buyout Charge of $[redacted]. We are confused about what this charge entails, especially considering my mother's fixed income situation. The account number associated with this issue is [redacted]50-[redacted]. We would appreciate it if you could review her file to understand the situation better. Please contact me at [redacted] to discuss this matter promptly. Thank you, S. H.

I recently transferred 3 lines and placed an order through your online chat yesterday. The payment is still pending in my bank account, I haven't collected my devices, and when I reviewed the receipt and bill emailed to me, I noticed discrepancies in the plan pricing resulting in a higher bill than expected. Shocked by the bill, I decided to switch one phone to a less expensive model. When I contacted customer service, I was informed of a $50 restocking fee despite not having the device. Upon reaching out to the store, I was assured there should be no fee as they have ample phones in stock. I've been on hold for an extended period trying to resolve this and encountered authorization issues when attempting to reconnect to the online chat. Your assistance in sorting out these issues would be greatly appreciated as I value your services, but the current situation is perplexing.

In [redacted] and [redacted], my daughter had cable and internet services through Verizon at her home in NJ. I made several payments on her behalf using my Visa as she didn't have a checking account. In early [redacted], I relocated to CA. Later that year, she left the state with her children to escape an abusive situation, cutting off contact with social media and changing her phone number. I recently discovered a past due Verizon bill in collections on my credit report, causing a significant drop in my credit score when I was applying for a mortgage or a loan. Despite my attempts to dispute the debt and clarify with Verizon, I learned that EOS had taken over the debt. Verizon never tried to contact me between [redacted] and [redacted]. After reaching out to EOS, I settled the debt with the understanding that it would be removed from my credit report. However, the negative mark is still there. I need Verizon to confirm the details of the debt to EOS and assist in resolving this matter promptly.

This morning, I was surprised to find out that I couldn't make a call after already making a few. I received a call from a [redacted] area code, and someone claimed to be from Verizon. I was puzzled as to why my service was off despite having a confirmation email. When I called *[redacted], the agent confirmed I had no outstanding balance or blocks on my account. After resetting my phone, I was able to make and receive calls again. However, I received another call from the [redacted] number which turned out to be flagged as a SPAM call. I tried calling back from a landline, but it directed me to another number. It seems like answering the previous call caused the issue with my phone. Verizon should be made aware of this situation.

I am frustrated with Verizon and considering switching carriers due to the difficulty I face with their app when trying to make bill payments. I have been a customer for a long time, but the constant password issues and security measures make the process inconvenient. I suggest Verizon finds a simpler way for customers who solely want to pay electronically instead of bombarding them with unnecessary ads and sales pitches. Their focus on security seems to hinder rather than assist in the payment process. It is vital for companies to make bill payments easy for customers without compromising security. Verizon should improve their system to enhance user experience.

Hi, I have a discount code from RetailMeNot for my purchase but can't find where to apply it during checkout. Could you help me locate where to enter the promo code before finalizing my purchase? My name is Matt and I would like assistance with this.

My name is Robert Marshall, and my phone number is [redacted]. Yesterday around noon, I called to request an extension until February 9, [redacted], to avoid an interruption to my service. Customer service assured me of helping with my request to prevent my phone from being disconnected. Unfortunately, my phone was still cut off even though I was promised assistance until the 9th of February. Due to unforeseen family issues, I couldn't pay on the 1st as usual. I rarely ask for extensions and am diligent about paying my bills. I kindly request that my cell phone service be restored promptly. Thank you for your attention to this matter. - Mr. Marshall

On January 31st, my iPhone X started glitching on its own, switching between screens without any input. After contacting customer service at [redacted], I was directed to Apple Care, who then advised me to go to Best Buy for assistance. Despite having a 4:40 appointment, I arrived early at 4 pm, hoping for quicker service due to urgent work needs. Unfortunately, I was told to wait until 5:40. The lack of flexibility was frustrating, especially when my company relies on my phone for communication. Ultimately, I visited a nearby Verizon store, where I learned I had insurance but was offered an upgrade instead of an immediate replacement. Given the situation's urgency, I chose the upgrade option to maintain my accessibility for work. I hope to receive a full credit for the new phone without extra charges considering my loyalty to Verizon and the inconvenience faced during this support process. I can be reached at [redacted] and look forward to resolving this matter promptly.

I contacted customer support on January 27th and spoke with McKala. She mentioned that to upgrade my phone, I needed to cancel my one bill account with Verizon. I followed her instructions, and she promised to call me back on January 29th. However, I never received a return call. Today, on February 4th, I connected with Samantha. She proposed an iPhone 7 for $87.50 and a plan with unlimited voice, messaging, and 2 GB of data for a monthly fee of $58.92. After making me wait on hold multiple times, it took her two hours to provide this information. She mentioned she would call me back in an hour to finalize the details, but she never did. I called Verizon again and spoke with Ruben, who directed me to a supervisor. The supervisor contradicted Samantha's offer, stating the phone's cost was $[redacted].99 plus an additional $40 fee. He was impolite and rushed me off the phone. Despite McKala assuring no fees due to my previous issues with Verizon, the supervisor insisted on these charges. I have been a loyal Verizon customer for over 20 years and have never encountered such a bait-and-switch tactic or discourtesy from a supervisor. I want to remain with Verizon, but if offers change within hours, I may need to explore options with another provider. Kindly reach out to me via email at [redacted] or my home number, [redacted], to discuss further. Please review the calls with McKala and Samantha to understand the discrepancies in the offers. Thank you for your support. My mobile number for account research is [redacted].

I made a mistake. I received a text about spam protection on my phone, but I didn't think I had service with Verizon. We actually bought our phones from Verizon Wireless, even though we can't use the service. I requested an email confirmation for the cancellation of the service. I would like to sort this out and apologize to someone. Please help me resolve this. I would appreciate speaking with a representative. My contact number is [redacted]. Thank you, L. Stratton.

Dear forum members, I recently acquired two Galaxy Note 9 phones from a pawn shop. The shop assured me that the phones were compatible with my Metro PCS plan. However, I have encountered an issue while attempting to activate them, receiving a message indicating that the phones are blocked. I am unsure of the reason for this and am concerned about being scammed, especially since all sales are deemed final at the pawn shop. I have made multiple attempts to resolve this without success. I find myself in a challenging situation due to personal circumstances and urgently need assistance with unlocking these phones. Any guidance or advice provided would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Samantha

I am a night shifter and when I woke up this afternoon, I contacted customer service for the fourth time to get help with turning off the ringer. After previous attempts failed, Yvonne assisted me. She was incredibly helpful, patient, and respectful of my cognitive issues. Yvonne deserves recognition and should be valued by the company. Later, I spoke with Raiah who was unhelpful and borderline rude. However, my experience improved when I contacted Kendell. He knew the solution and guided us to reboot our phones successfully, fixing the issue. Both Yvonne and Kendell are exceptional employees who deserve appreciation. Thanks to them, I can now prevent my phone from waking me up unnecessarily. I am grateful for the excellent service and resolution of long-standing issues. I am finally content with my phone. Thank you for the improvements, S. McIntire

I bought a new phone and activated it on January 29th. I can't locate my phone now and I don't recall my phone number. All I have is the reboost card number I used to activate the phone - [redacted]. Could you please provide me with my phone number so I can try calling it? The phone was purchased and activated on January 29th. I am hoping Version can assist me in finding out my phone number. Thank you.

We recently upgraded our phone and are struggling to transfer data from the old device to the new one. The new phone appears to be malfunctioning as it cannot send messages or make calls. It also only transferred messages from [redacted], omitting recent texts. We suspect it is defective. Upon visiting a Verizon store, we were advised to inform you of the issue with the phone provided.

Hello, I have been attempting to activate a new smartphone on a prepaid plan through your website for hours, but I am encountering issues at every step. Despite being an existing customer on a basic phone plan, the price of the new plan changes when I proceed to checkout. Additionally, I am unable to add my boyfriend's line due to an error stating his SIM number is invalid. When trying to switch my current phone number to the new device, it indicates that I am already a Verizon customer, which is the case. I would appreciate it if someone could contact me to provide assistance with these problems. Thank you.

My bill went up from $[redacted].99 to $[redacted].99 before taxes and fees. I chatted with customer support seeking deals or discounts as the new price is too high. They offered me $[redacted] a month for the next two years, but this seems unreasonably high. I only have one set-top box, one DVR, and basic services. I mainly use the gigabit internet for gaming and streaming, but at nearly $[redacted] a month, this price increase doesn't align with my budget.

I placed an order yesterday and was requested to send my ID card to complete it. I apologize, but I am hesitant to provide it online due to a previous hacking incident. Please consider shipping out my order promptly as I have completed all necessary steps and payments. Thank you. Order number: [redacted].