Verizon Wireless Customer Service Issues

I have contacted Verizon twice by phone, first on June 28 speaking to Laura about discontinuing [redacted]. I was assured there would be no penalty and a return box for the adapter would be sent the same day, but it never arrived. After contacting them again on July 5 and speaking to Valerie, I was told the box would arrive by the end of the week. It did not. After another call, they claimed the charges were canceled, yet I see I am still being billed $[redacted]. Despite having the device ready to mail since June 28, I have not received the return box. I was initially told not to return the device to the store in June. This situation has left me extremely frustrated. How can they justify such poor service? Nancy Holden

I received an email stating that my bill is over $[redacted], but usually, it's around $79 monthly. Currently in France since July 16, my wife lost her phone on the plane and it's been reported to Verizon as lost. The lost phone, with the number [redacted], is at London's Heathrow Airport, and no further charges will be incurred. I can only be contacted at [redacted]. I've arranged for the airport to send the phone back to our US address. I had signed up for a $10/day plan for international use. I reported the lost item to Delta Airlines on July 16, and they are still looking for it.

I recently discovered that my wife was paying for a service we were not receiving. I had previously contacted customer service about this issue, but was informed that the bill could not be lowered. Despite my wife not using her Samsung 5 for over five months, we were still being charged for an 8 gig plan and insurance. I was not informed about the option to upgrade to a new phone with my current plan. I have consistently paid the bill on time each month and feel frustrated that no one mentioned the unused phone sooner. It seems unfair that I wasn't offered assistance after five months of inactivity, especially considering how diligently we have paid our bills. I would appreciate it if this matter could be addressed promptly by the appropriate personnel. Thank you for your attention to this issue. - Karen L. from Woodruff, SC

Around two weeks ago, I contacted Verizon online to inquire about switching from a prepaid plan to a postpaid plan to become a new postpaid line. I placed an order on July 20 for a phone with a $[redacted] promo code, without being informed about the impact on my status as a new postpaid customer. After my order was unexpectedly cancelled on July 23, I visited a Verizon store and spoke with multiple representatives. Despite the interactions with 21 people, none clarified that I didn't qualify as a new postpaid customer. When I tried to claim the $[redacted] promo in-store, I faced difficulties with the fraud department. Upon attempting to purchase the phone online later, I discovered I didn't qualify for the promotion due to my plan changes. Despite being unsuccessful in reaching the Verizon corporate office, I feel entitled to the promo code considering the confusion and misinformation I encountered. I'm unsure how to proceed given the lack of response from Verizon's corporate office and difficulty reaching customer service by phone.

My boyfriend recently purchased a new phone a few weeks ago from the Verizon store in Ocean, NJ. Unfortunately, the phone has not been working properly since the purchase. Despite being assured that his lost contacts and photos would be recovered within 24 hours, this hasn't been resolved. Earlier this week, the phone started malfunctioning, with the camera clicking continuously and no access to anything on the device. Upon visiting the Verizon store in Brick, NJ on Rt 70, we were treated poorly. The staff member was rude and claimed the phone had water damage without providing any explanation. When my boyfriend expressed frustration and suggested switching providers for better service, he was met with dismissiveness. The lack of customer service we experienced was unacceptable, and I felt compelled to notify Verizon before resorting to negative feedback online. It's disheartening that one employee's behavior could tarnish the company's reputation. At this point, my boyfriend is considering taking his business elsewhere, but I wanted to inquire if there is any resolution available before doing so. Thank you. - C Sullivan

I have been having issues with Verizon cell service for the past three weeks. I have spent a total of 8 hours on the phone with customer service, trying to resolve a simple problem. During my multiple calls, I have received different unlock codes for my Samsung J3 phone. Unfortunately, none of the codes worked when I tried them with various SIM cards from different U.S. carriers. In my last call with Verizon, a maintenance ticket was opened (INC [redacted]30) to address the unlocking issue. Despite multiple assurances from representatives, the problem remains unresolved. The suggestion of purchasing an international plan for $10 a day seems impractical given the actual cost in the Philippines. The inconsistent information provided by Verizon representatives and the lack of a concrete solution has left me frustrated and with uncertainty about how to proceed.

Yesterday at 7:15pm, I got approved for a business account at the Triskett location in Cleveland. They mentioned a $7,[redacted] credit limit with 7 lines. Despite selecting devices and getting help from Mike and Ashley, there was confusion during the tax payment due to the unexpected 20% down requirement. I reluctantly paid as it was late, and the issue couldn't be resolved immediately. Now, at 8:45am, I've been trying to reach customer service for hours without success. I can't even receive calls or texts on my phone, which is essential for my business. This situation has been frustrating, and I urgently need assistance. Thank you, Barbara Fowler.

I have been a Verizon customer for approximately 15 years, and I must express my disappointment with their declining service quality. Recently, my experience with them has been extremely frustrating, nearly driving me to anger. I was swindled into purchasing a Samsung S10+ which ended up being a refurbished model, while I initially only wanted a mid-range phone that was unfortunately out of stock. The phone turned out to be defective and required tech support for a week to resolve the issues. Even after switching to a different carrier, Verizon seems to be holding onto my voicemail account, possibly for outstanding payments. I am withholding payment until I receive a paper bill, as I refuse to overpay for this problematic device. While I could delve into further details, it would be too extensive to cover here. Thank you for allowing me to share some of my experience.

I have been a customer for about 7 years, and my service was disconnected due to selecting the wrong payment method. After contacting customer service to rectify the issue by arranging a single payment, I was initially told my service would be restored. However, I was then informed by another representative that an additional payment was required, which seemed unfair considering the circumstances. Being a long-time customer, I am disappointed by the treatment received. Missing an important call from my doctor informing me of a rescheduled appointment due to a mistake on my part has left me feeling frustrated. I will not be recommending this company to anyone in the future. I had considered switching my cable to Fios, but after this experience, I am glad I did not go through with it.

I recently had an issue at the store where a salesperson couldn't locate an item in stock and promised it would be available at another store, first in Jacksonville and then in Orlando. After waiting for several days, my wife visited the store for the fourth time where tensions escalated with the salesperson and the store manager intervened, asking her to leave. I returned the next day to find out the case was actually at a store 10 miles away. Despite settling for a different case, the issue persisted - when my wife tried to pay the bill, the manager publicly claimed she was banned from the store, which was news to us both. I've been a loyal Verizon customer for over 8 years, always paying promptly and under multi-line contracts, so feeling unfairly treated, I refuse to pay until this situation is clarified. Despite the manager's claim of filing a police report, the local police department has no record. Considering seeking legal assistance on this matter. Thank you.

I recently purchased a brand-new Galaxy S8 from a colleague, and I have text messages to verify the transaction. He added it to his family plan as prepaid and then falsely reported it as lost or stolen in order to upgrade to a newer phone. Can I visit Verizon with the messages as proof of purchase? He even shared his Verizon account 4-digit code with me in case of service issues.

I have been on hold and transferred numerous times, totaling 2 hours and 37 minutes, trying to make a change to my account. Finally, a gentleman named Bill Felton joined the call at 6:35 pm and assisted me until 7:30 pm. Verizon is currently resolving how to transfer a home hard line phone from an ATT account to my Verizon account. Ultimately, I only want to pay the bill on my account. At 7:40 pm, we reached a resolution: we need to switch his hard line to a Wireless phone. I appreciate Bill Felton's dedication and professionalism throughout this process. He has been a standout employee for Verizon.

I have been with Verizon for 20 years, since [redacted]. I have 4 lines with them. I found a better rate at AT&T for 4 new phones (3 Samsung S10 5Gs and 1 S10e) with an unlimited plan which is $10.00 cheaper than my current Verizon plan that is limited to 4GB. AT&T also offers 4 $[redacted].00 Costco vouchers for the phones. Despite my long-standing loyalty, Verizon doesn't offer any special deals for their loyal customers like me. While I have no complaints about Verizon's service or customer service, it's disappointing that they seem to prioritize new customers over those who have been with them for two decades. It's hard to feel valued as a long-term customer when there are better deals available elsewhere.

I am the Trustee/POA for an 86-year-old dementia patient. Despite three visits to Verizon with legal documents and months of phone calls, her account has not been canceled. She does not remember her PIN, and I do not have it either. We are located on opposite sides of the US. Yesterday, I was assured by a representative that a supervisor would cancel the account and email me, but that has not occurred. Now, I am back on hold waiting to find out what went wrong, and I was abruptly disconnected by Carolyn.

I'm Deanna, and I've been a loyal Verizon customer for 8 years. I have always been satisfied with the quick and professional manner in which Verizon resolves any issues. I highly recommend Verizon to everyone. However, I recently renewed my plan at the beginning of the month, and for the first time in 8 years, I ran out of all my data within a week. I am looking to speak with someone about this issue urgently.

Today, I made the switch from a standard Verizon phone plan to a pre-paid plan. During this transition, I noticed that all my saved voicemail messages have vanished. I am eager to recover these messages. Additionally, my Verizon app has reset, making it inaccessible both on my phone and online. The PIN number that I established with the customer service representative during the plan switch is not functional. I am seeking assistance from someone who can assist in retrieving my missing voicemail messages and enabling me to access My Verizon via my phone and online.

Good evening, I am Dr. Emmett Berg, a family medicine practitioner in Van Nuys, California. I recently bought a new iPhone 10 XR from Verizon and have been enjoying it. I use the 3Cx VOIP interface App on my phone due to our office switching to a VOIP system. Despite having a good internet connection, I've noticed call dropping issues, especially further away from the Samsung 4G LTE Network Extender provided by Verizon. I've reached out to Verizon, who suggested using a second extender, but I'm unsure if that will solve the problem. My office staff uses the 3Cx VOIP system to contact me, but I often miss calls and messages, affecting my workdays. Our systems administrator compared his Android phone signal strength to my iPhone's, hinting that my phone might have a faulty antenna. I am unhappy with the connectivity issues and am considering switching carriers if this persists. I am looking for technical assistance from Verizon to resolve this matter, possibly by sending a technician to our office. My partner, Dr. Barry Rosenblum, and my wife Caren Berg also face similar problems on our Verizon account with different iPhone models. Sincerely, Dr. Emmett Berg Cell: [redacted] Email: [redacted]

Bill is incorrect. I do not pay activation or upgrade fees. I've been a customer for 15 years with the same account and phone number, only buying a new phone. I did not ask for phone insurance; please remove it along with the $40, $15, and $12 fees. The store confirmed this error and spoke to Jessica in Naples, FL. She acknowledged the mistake with the activation fee. The insurance charges should be taken off, and my bill should be approximately $70, not $[redacted]. Please, contact me at [redacted]. - Debbie

I returned a Verizon hotspot in May within the 2-week return period as it wasn't functioning well. However, I was recently billed $70, three months after returning it. After a 1 1/2-hour call, a representative acknowledged the error was not mine and put me on hold but never returned. I am frustrated as to why I still owe money for a device that was promptly returned. The customer service team's lack of assistance after months is disappointing.

I'm currently in Florida, and I keep getting notifications that I'm almost out of data on my phone. This also happened during my last visit, and I'm quite frustrated about it. I've tried to contact customer service four times, but they keep requesting a pin number that I don't have. Even after receiving a code from them to input, it still doesn't work. I then attempted to call their [redacted] number but couldn't connect to a human operator. Can anyone advise me on how to resolve this issue with my data running out while I'm in Florida?