Verizon Wireless Customer Service Issues

The service we are receiving is extremely disappointing. Despite reaching out to customer service multiple times, no improvements have been made. My husband and I rely on our cell service for our business. During my husband's lengthy call, he expressed concerns about our service coverage, particularly in certain areas of Citrus County, Florida, where our home is situated. The quality of service reminds me of my previous provider, Sprint, which is alarming. As loyal customers for many years, we are contemplating changing providers if these issues persist. Following a recent discussion with customer service, a technician is supposed to visit our home to diagnose the problems we are facing. Rumors suggest that Frontier's acquisition of some of your towers has led to a lack of maintenance. Given the premium we pay each month, a service of this caliber is unacceptable. The internet speeds feel like a step back in time to the dial-up era. I hope that putting this in writing will finally lead to a resolution. Looking forward to your prompt response. Sincerely, Lisa L. (Feeling Fed Up)

Hello, I am Michelle O’Donnell, writing about an issue I encountered with three different representatives over the weekend. I was informed I could pay $[redacted].70 for an upgrade today. Despite speaking to all three representatives who confirmed this, a phone representative later informed me otherwise. This experience has left me extremely dissatisfied and frustrated. While I have always been pleased with Verizon in the past, this incident has me contemplating switching providers. I would appreciate any assistance you can offer. I eagerly await your response. Thank you, Michelle O’Donnell

I recently received an email confirming my $40.00 monthly plan is active until 06/05/[redacted]. Although I was promised an overnight delivery for my SIM card on May 3, FedEx's tracking shows it will arrive on May 7 by 8pm. My phone service is currently disrupted, and I won't have access until tomorrow night. Surprisingly, I have been charged for service from May 5 onwards. This situation is frustrating as I am being billed for a service I cannot use. I am looking for an adjustment to my bill and some form of compensation for this service interruption. Please adjust my bill accordingly. My contact details are [redacted], my order number is [redacted], and my location code is E331201.

Hello, I am Samantha. I contacted a representative named Angelica from Arizona yesterday. She initiated a claim regarding the device payment for my iPhone 7 during a promotional period. I am eager to know the status of this claim and resolve the ongoing billing issues I face every month. Despite contacting customer service regularly, the problems persist, leading me to the brink of switching providers due to the frustrating experiences. Kindly reach out to me at [redacted] promptly. Failure to receive a response today will result in the cancellation of my current service in favor of a company that values customer satisfaction when addressing concerns. Thank you.

I spoke with a representative named Angelica from Arizona yesterday regarding my iPhone device payment. I was promised a promotion when I purchased the phone, but after signing the contract, I did not receive the promotion as agreed. Angelica mentioned she submitted a form to resolve this matter, but I have yet to receive an update as promised. I am frustrated by the ongoing billing issues and lack of resolution each month. If I do not hear back today, I am considering canceling my service and switching to a different provider that values customer service.

My brother mentioned a Verizon ad about someone using a Verizon phone to get help, which reminded me of my own experience. I had a serious accident and could only move my unhurt hand to reach my phone in my pocket. Thanks to Verizon's network, I could call my friend who then contacted the rescue squad. The phone led me to the Cleveland Clinic promptly. If I didn't have the phone, I would have been stranded in the woods with severe injuries. I want to express my gratitude to Verizon for the signal and network that potentially saved my life. Thank you.

I brought my broken phone to FedEx on Court Street in Brooklyn over two months ago. Despite my efforts talking to supervisors and managers at Verizon Wireless, there has been a delay in them receiving the phone. Jericho Morris informed me on April 25, [redacted], that the phone was found in the warehouse, and assured me my bill would be credited. However, as of May 13, [redacted], my account still displays an $[redacted] charge for the returned phone. Even after speaking with Adrian, Cina, and providing ticket number [redacted], no investigation has been conducted. Today, while speaking with Monique, I had to repeat all the information despite it being documented. Paul mentioned that Sam, the manager, would call me back, but I have not received a callback. Additionally, Mr. Rau ended the call abruptly when I informed him that I was recording the conversation and planning to file a complaint. Currently, I am in contact with Sara from Customer Service to locate the package while the $[redacted] charge remains on my account.

I ordered wireless service and intended to trade in my phone to avoid additional charges. I received an email about a declined payment, and when I attempted to re-enter my IMEI number for the trade-in, both the My Verizon app and Verizonwireless.com indicated that my phone had been used in another order. This has left me unable to proceed with the trade-in, which is valued at $[redacted]. I am in the process of setting up 4 lines and need this matter resolved promptly to finalize my switch from AT&T to Verizon. I have set up My Verizon account, received a shipping box for the trade-in, and missed a call from the store for pick-up. Please address this matter urgently. Thank you.

In March, I contacted and settled the device payment in full. While confirming the cancellation of my Verizon plan on the same call, I was advised it would be effective by the end of the March billing cycle. I specifically ensured I would not incur any charges for April since the plan was terminated before March ended. Following the call, I promptly paid my March bill in its entirety via my online account. Despite this, I have been billed for April, which contradicts the cancellation in March. This unpaid bill is now in collections, but it is unfounded as my plan was canceled correctly. I am prepared to contest this intensely, considering that sending an erroneous bill to collections is unlawful.

I recently lost my cell phone and purchased a new Kyocera DuraXVLTE phone. Upon activating the new device, I was unexpectedly charged an upgrade fee of $40 and a basic plan fee of $30 for "UNLTD talk & text Plus 500MB." My intention was simply to transfer my new phone onto my existing plan, which also includes my wife's phone. I had my plan updated a few months ago and wish to keep both phones on the same old plan. The other phone number associated with the plan is [redacted].

I wrote this message once and it got lost. I hope this time it reaches someone in customer service who can assist me. My daughter used to live with my elderly parents, who are both in their 80s. The phone line my daughter had was under my parents' account, and they used to pay for it as she helped take care of them. During Black Friday, I purchased the latest Galaxy phone for my daughter as a birthday gift. Unfortunately, she passed away at the end of December. My parents want to close her phone line now, but were informed it would cost $[redacted] or they could avoid the fee by returning her phone. The phone holds precious memories of my daughter, including photos and text messages, that I cherish. I am not sure about the costs of each line, but I'm hoping Verizon has a policy for closing a line due to the account holder's death instead of switching to another provider. I understand the financial strain on my fixed-income parents and feel $[redacted] is unreasonable for a service that can no longer be used. I am reaching out for any assistance Verizon can provide in this difficult situation. My parents have four active lines and one unused line. If there is any help available, please email me at [redacted]. Thank you, Tes Williams.

My daughter lived with my elderly parents who have her on their Verizon account. They were looking to close her line after her passing, but were informed it would cost $[redacted] or the phone would need to be returned. I want to keep her phone for the memories stored on it. My parents are on a fixed income and only want to shut off her line while keeping the other three active with Verizon. Since she is no longer alive, we hope closing the line would be simpler. Is there a way to deactivate the line without the high fee or returning the phone? It's already hard losing her, and I hope we can avoid sending back the phone. I need assistance with this matter. Thank you.

My phone has been disconnected due to non-payment. The number is [redacted]. My home landline is [redacted]. I require access to six months of previous statements to review all charges since I suspect there may have been overcharges. I am unable to log in online or contact you by phone. My email was changed to [redacted] in December due to a compromised computer, preventing me from updating it online. I need to confirm the contract length, itemized charges, and discontinue the Jetpack service. Despite owing money, I am willing to settle any valid charges promptly. I am reachable at [redacted] or by email.

I have been living in Eunice, NM for 5 years. Around November [redacted], my phone started dropping calls and showing "SEARCHING FOR SERVICE" constantly. Even when the phone displays 3-5 bars of service, as soon as I try to make a call, the connection fails. I initially thought it was my phone, but during a recent trip to Colorado, my phone worked perfectly. Upon returning to Eunice, NM, the same issues occurred. I contacted customer service, and although they suggested star228, the problem persists. Interestingly, when I travel a few miles out of town towards Andrews, TX or Hobbs, NM, the phone works fine. It seems that something has changed with the service in Eunice, NM. I just want to highlight that the service here is not working properly. Your attention to this matter would be greatly appreciated.

Subject: Issues with Verizon Residential Phone Account I am facing problems with my Verizon Residential phone account as I do not have FIOS available in my area. Despite regularly paying my bills, I am locked out of my account for a year after entering the correct user id and password. I reached out to Verizon for assistance and was promised a callback that I never received. Moreover, my Residential phone bill nearly doubled approximately a year ago, even though I do not utilize FIOS services. The billing indicates I am a month behind, but my bank records confirm my consistent monthly payments. It appears that Verizon may not prioritize Residential Landline Customers. I have also been informed that I had a "SPECIAL" for years, only to have my bill doubled unexpectedly. I am perplexed by these issues and would appreciate resolving them promptly.

My phone number seems to be locked out. On Monday, May 27th, I tried to switch from a Postpaid to a Prepaid plan while keeping my original number, [redacted]. Unfortunately, the Verizon support representative assigned a new number, [redacted], to my account. Despite speaking with over 10 people in the last three days, the issue remains unresolved. Verizon accidentally removed [redacted] from my phone, leaving me unable to use it. I would appreciate your assistance in getting my phone working again, ideally with the new plan. If that's not possible, going back to the old plan is better than having no service. Thank you. - Michael Indish

My daughter and I have iPhones with Verizon service plans, both equipped with hotspots. Unfortunately, our service has been terribly unreliable lately, with calls dropping, difficulty making calls, and constant signal fluctuations. Even using the hotspots has become nearly impossible due to the erratic service interruptions. This decline in service started around February when a new power plant became operational nearby. I wonder if this plant could be causing interference with our signals. It's frustrating to experience such poor service quality and consider switching to another provider. The inconsistency is unacceptable, especially considering the fees we pay for this service.

I am experiencing issues with the Verizon Fios Representatives in the 3[redacted] East Flatbush area of Brooklyn. They have been distributing flyers, leaving their cards with contact numbers, and other ads under our doors without waiting for us to express interest. These reps are showing up uninvited at random times, attempting to install Verizon Fios with aggressive tactics like knocking loudly and jiggling doorknobs frequently. This behavior is intimidating and unprofessional. They seem more focused on making sales than providing a respectful service. I contacted the Corporate Headquarters in Manhattan and was advised to simply not answer the door, which was not the supportive response I had hoped for. Despite my objections and placing a sign stating my refusal to engage with Verizon reps, they continue to persist. I will not engage with a company that employs such tactics to push their products.

In August [redacted], I signed a 2-year contract with the understanding that I would be moving in August [redacted]. A few months later in November [redacted], I contacted Verizon to remove my landline, and I was assured that my contract end date would remain August [redacted], unaffected by the change. However, I am now being informed that they renewed my contract in November [redacted] until November [redacted]. Despite my clear communication and confirmation that this should not happen, Verizon is now threatening me with early termination fees. I simply want to cancel my service as agreed in August [redacted] without being penalized for their mistake.

Today, I had an unfortunate accident where I slipped on a spilled substance on the top step and tumbled down the stairs, causing some injuries and damaging my phone. Despite having Verizon's total mobile protection plan for my Note9, I was expecting a same-day replacement according to their information. When I contacted Assurion as instructed, they indicated I might not receive the replacement until the next day after filing the claim. I followed their process, but later found out that I needed to submit additional documents and pay a deductible, which was not the quick resolution promised. The lack of communication and delay in getting my phone replaced by Assurion left me feeling frustrated, especially since I rely heavily on my phone during travel. This experience has made me question the value of the insurance I have been paying for.