Verizon Wireless Customer Service Issues

Dear Customer Service, I am writing in regards to the email I received about my account and bill. Although I still have a balance, my contract actually ended on 7/6/[redacted]. I contacted my local Verizon store early that week to avoid the contract renewal, but was advised to call the 1-[redacted] customer service line on the contract end date. Upon calling the customer service line as instructed, I was told it was too late and that I would be billed for another month. I had explained my situation to the representative on 7/6/18, ensured she made a note in the system to end my service, but unfortunately, I am still receiving bills. While I acknowledge the previous month's balance, I want to clarify that I did not intend to continue or renew the contract. I respectfully request that my line be disconnected and this matter be resolved promptly. Thank you for your attention to this issue. Sincerely, [Initials]

I am deeply upset about this situation. I began working for Verizon earlier this year, and my retailer required us to have Verizon service to earn commission, leading to the issue I am facing now. I added an Apple Watch to my account, returned it after a week, but the representative did not process the return correctly. As a result, the device remained on my account for nearly six months. After numerous calls and 16 hours on the phone with customer service, we were able to remove the device from my account. Different representatives have worked on my account, leaving notes in the remarks section. I was advised not to pay the bill due to a service ticket, with a credit of nearly $[redacted] expected, covering one-time fees from the past five months. The fees piled up due to multiple calls, erroneous disconnections by caseworkers, and unexpected charges like a $60 per line disconnect fee in a month I should not have been disconnected. Despite having a 50% discount through Sales Maker, unresolved credits from previous months continue to affect my bill, leading to another disconnection. I am at a loss and seeking assistance to resolve this issue.

I tried using the call back option around 8 p.m. last night with Verizon. However, I have yet to receive a call from them. This morning alone, I have called three times, only to be either hung up on or disconnected before being able to explain my issue. I have been a loyal Verizon customer for over a decade and always speak highly of your services. It is disappointing to experience such poor customer service in the last two days. Due to my phone being broken and being locked out of my account after trying to reset my password, I urgently need my service restored. Best, O. Robertson

I contacted customer service today, and they changed my plan to the $75 one. Unfortunately, I'm currently unable to access the internet or make phone calls. It seems like my phone service has been interrupted and they still charged me. I urgently need assistance as this is my only phone. My account number is [redacted] under Paul C., and my plan is [redacted]. Please reactivate my phone and contact me as soon as possible. Thank you for your help.

Good morning. I recently received a message about my past due account, which I had set up to pay $[redacted] every Friday to catch up on my bills. However, due to being hospitalized for two weeks and the subsequent lack of income, I was unable to make payments during that time. I have arranged to pay $[redacted] by September 21 and have been assured by the financial department that this is acceptable. I have already paid $60 as a gesture of good faith and plan to complete the $[redacted] payment on September 21, along with any additional amount I can contribute before then. I have documentation of my hospitalization if needed and have been in contact with representatives to ensure that my situation is understood and noted on my account. I appreciate your understanding during this challenging time.

I recently attempted to sign up for Verizon cell phone service with order number [redacted]. After receiving an Order Confirmation email, I visited a supposed Verizon store in Roseburg, Oregon, which turned out not to be affiliated with Verizon. The staff there informed me that my credit was declined, despite my credit score being consistently in the 700s. Subsequently, I received an email from the Fraud Prevention Team questioning my identity and mentioning 4 devices. My attempt to contact Verizon's customer service was met with long holds, unhelpful staff, and a disconnection after being told agents were busy. This experience has left me extremely dissatisfied, and I now wish to cancel order number [redacted]. Please process my cancellation request promptly.

I experienced difficulty reaching a live person after several operator hang-ups and long wait times. Despite this, I encountered exceptional assistance from Ken and Alex in the repair department. Unfortunately, not all employees provided the same level of service, with some, regrettably, being unhelpful. This led to a frustrating situation where I had to cancel my FIOS subscription due to reception issues. The lack of clear communication caused worry among my family and neighbors as I live alone and I'm over 65. After contacting the FTC and receiving conflicting information about service restoration, I was left without the expected assistance. The inconsistency in service provision and billing discrepancies have left me dissatisfied and concerned about others who may face similar issues.

After only 7 days of having my new phone on AT&T's service, I encountered issues with it being locked. Despite my 32 years of loyalty as a retiree, AT&T's Loyalty Department did not provide the promised deals to retain me. Not only did the managers fail to honor the agreements made, but I was also charged for days when I couldn't use their service. Now, I am switching back to Verizon who previously helped me with issues regarding my landline service. Even though my Google accounts were compromised after getting the faulty AT&T phone, I am looking forward to resolving my billing concerns with Verizon and regaining my peace of mind. Hoping Verizon understands my situation and the promises made to release me from the landline contract, I am eager to switch back without incurring additional charges from AT&T. Thank you for any assistance in advance. NOEMI [redacted]

After switching to Verizon's prepaid wireless service, I continue to receive statements for my old account (#[redacted]81-[redacted]). When I contacted Verizon to opt-out of keeping my bank account details for future payments, I was informed that being on a prepaid plan limits their ability to assist. I wish to confirm if Verizon has deleted my bank details now that they are no longer required, and if not, kindly request they delete the information. Additionally, it has been challenging to reach a live customer service representative at Verizon. During a recent call with Gina from customer service, the call was abruptly cut off from their end. I hope Verizon can improve their customer service as I am considering switching my wireless provider due to these difficulties.

I exceeded my Verizon wireless payment expiration date by two days (9/17/18) due to back surgery and rehab appointments. A representative assured me on 9/19/18 that my refund would be processed within 24 hours, but after 48 hours, the funds have not appeared on my phone. When I called today, Mariah repetitively asked questions without resolution. After requesting a manager, Jenn or Jenna (possibly Mariah) briefly reviewed notes before the call disconnected. Now, when attempting to contact 1-[redacted], a message states they are unable to take calls. I am uncertain of the next steps to resolve this issue.

Dear Customer Service, My wife, Catherine Hart, has an account with your company. I, Mitchell Hart, am not listed on the account, but her plan includes a cell phone for me. I purchased this phone three months ago from your Carrollton, GA store, and I am extremely disappointed with its performance. The call quality is poor, with words being unclear on both ends of conversations. I am requesting a full refund of the over $[redacted] I spent on the phone, along with an additional $[redacted] for the inconvenience. The phone remains unused on our kitchen table until further instructions are provided to return it to the Carrollton store. I have no password to provide and prefer not to engage in password-related matters with your team. Kindly process the refund without delay. Thank you.

I visited Dollar General in Etna, CA [redacted] to purchase the Moto E4 at the advertised price of $79.00. The deal included a $40 airtime card, bringing the total down to $39.99. I intended to buy two phones for a total of $79.98. However, during checkout, there was an issue with price override for the Verizon product. The store manager was called, but they couldn't resolve the problem, resulting in me paying $86.00 for one phone and being unable to purchase the second one. I am disappointed as the advertisement clearly stated: Regular price: $79.00 Minus $40 airtime = Final price with airtime: $39.99 This is not what I experienced at the store, and I would like to discuss this matter further.

My partner and I recently opened a joint account to pre-order the new Apple XS phones a few weeks ago, and have been experiencing multiple issues since then. I used to be an AT&T user, and my partner is with Verizon. When we set up the new account with Verizon Wireless, we were surprised that the employee didn't ask for our personal details like our address or billing information. When we tried to transfer my AT&T account to the new Verizon one upon receiving our new phones, we found out that the account was set up under the employee's parents' information who live far away. Despite trying to get my AT&T number ported over to the new Verizon phone, after multiple attempts and long waits on the phone, the issue still persists even after 48 hours. I've had little success trying to resolve this with Verizon and am so frustrated that I might consider reverting back to AT&T if this isn't resolved soon.

I want to report potential criminal activity involving scamming and financial fraud through your services. Recently, I received a very alarming call where I was asked what seemed like legitimate questions, but then the call abruptly ended on their side. When I tried calling back, I heard a disconnected number recording. I would like to speak with a Verizon associate fluent in English to thoroughly investigate the matter and potentially involve federal investigators if necessary. I am deeply concerned as this incident involved my debit cards, wallet, and various forms of identification, putting my life and identity at risk. I have already started a local investigation but need urgent assistance. I hope to have this matter addressed promptly to prevent further harm to myself and others. Thank you.

I am having trouble calling [redacted] and certain contacts including friends, family, and work, but can reach others. Every time I call the main line, it prompts me to talk to a representative, makes me wait, asks for my pin, and then loops me back to the main menu after saying it's transferring me. I attempted this process four times before giving up. My mother-in-law is experiencing the same issues, yet my husband can effectively contact people and reach a live representative. While my internet connection is fine, I am unable to communicate with Verizon for assistance or make calls to specific contacts.

We were misled by Russell Communications when purchasing our equipment. Despite informing the manager and sales associate of our $[redacted] monthly budget for two phones and wireless internet with a minimum of 25 gigabytes due to using Sling TV, our bills consistently exceed this limit. We seek to keep our phone plan at $78 per month per phone and return all other misrepresented items without incurring early disconnection fees. We plan to return the Hum device and Jetpack, both inaccurately described as free. Additionally, we were promised a buy one, get one free deal on the phones, which does not reflect on our bills. Despite discussions with the district manager yielding no resolution, we are empathetic toward our financial constraints and request reimbursement for any erroneous charges related to these two devices. We cherish our phones and hope for an amicable solution without further escalation.

My phone is not receiving incoming calls at home, and I can't make outgoing calls. Despite being assured it would be fixed within 24 hours after speaking with a representative, more than 48 hours have passed with no resolution. I was given pin number [redacted] and instructed to call [redacted] 18 40, but my phone shows "call failed" every time I dial. This is urgent as I am home alone with a serious medical issue. Please text me at [redacted] or call me right away.

My iPhone 7 only rings twice before it answers, causing confusion for my callers. I have searched through settings with no luck in finding a solution. I visited my local Verizon store for assistance but received poor service from a young woman who claimed the number of rings cannot be adjusted. This experience was very disappointing and does not align with Verizon's reputation for excellent customer service. As a retired Marine Corps Colonel, I have strong communication skills but chose not to escalate the issue with the rude employee. This issue needs to be resolved promptly to avoid further frustration for both myself and my contacts.

Our router malfunctioned at 2 a.m. EST, causing all wireless devices in our home to stop working. When I contacted Verizon Fios, I was unable to reach a live operator. The phone system attempted to troubleshoot automatically but was unsuccessful. It then informed me of a one-hour-plus wait time to speak with a service technician. How busy could Verizon Fios be at 3 a.m.? It's frustrating to be without internet and to face such a long wait for assistance.

I need to disconnect two iPads provided by Verizon as updates, which I rarely use. I've had issues accessing my account online and faced poor service at a local Verizon store. Another store helped me realize I've been paying for unused iPads. It's difficult to contact Verizon unless there are billing problems. Please send my statements by mail for closer monitoring. My contact number is [redacted] and email is [redacted] My husband already receives his statements by mail, so I know it's feasible.