Verizon Customer Service Issues

On December 11, [redacted], I visited the "Verizon" store in Cortland, NY, looking to add a cellphone to my existing land-line and Internet service. Despite assurances that my new cellphone number would change to my land-line number, it did not. Returning to the store, I encountered further issues when they attempted to merge my cellphone with my land-line account, resulting in a dead land-line and internet connection. Frustrated, I was given an "Orbic Speed" device to connect to the internet. This situation is extremely inconvenient as I am hard of hearing and nearsighted, struggling with the unfamiliar cellphone. For weeks now, I have been unsuccessful in resolving the problem, spending hours on the phone with Verizon. Despite their instructions to contact a specific number with a new PIN provided, my repeated attempts have been in vain. I urgently require Verizon to reinstate my old land-line number [redacted] as I have been a loyal customer facing significant business disruptions close to the holidays.

After getting a new phone and transferring my SIM card, I started using my new phone. I later changed my number from [redacted] to [redacted]. When I text my boyfriend, who is with T-Mobile, my texts still come through as [redacted]. However, if he replies to that message, I don't receive it, even though I can see he's typing. He has to close the message and start a new one with [redacted] for me to get it. I've also had issues with making calls - it sometimes says "unable to complete call." I contacted Verizon, and they advised me to turn off my phone, remove the SIM card, and then put it back in, which temporarily fixed the text issue. My phone plan expired, and after a few days without payment, I got it reactivated yesterday, but now the text issue has resurfaced.

I have made two attempts to arrange automatic payments. Unfortunately, due to credit card fraud, I had to change my number. At the beginning of December, I paid my November bill and re-enrolled in automatic payments. However, I am now receiving threats of service cutoff claiming I owe for two months. There seems to be a discrepancy, possibly caused by an error on your end. I originally set up the automatic payment with a representative. Despite multiple attempts over the past few days to resolve the payment issue, I have been unable to reach anyone without enduring a lengthy 45-minute wait. The last time I sought assistance, it turned out to be a sales pitch adding $6.95 to my bill, which was not helpful.

My Samsung A01 appears to be compromised as it takes pictures of me, briefly displays them, then they vanish from my device. Several unfamiliar outgoing calls are in my call log, to people I don't recognize. I've tried to verify these numbers, and they are all unknown to me. When I receive calls, I cannot swipe to answer because the controls seem to be on the hacker's device, although I can hear it ring. I suspect my phone is being used for spoofing. I seek your advice on this matter.

I have had ongoing issues with Verizon Wireless customer service regarding a lost phone over the past six months. Despite being promised a phone replacement free of charge by two managers after submitting a pic ticket, the ticket is canceled each time by someone else. The promised replacement never arrives, and I am frustrated by the misleading information given by various representatives. I have documented every conversation and noted the details. It is disheartening to experience such poor treatment from a company as large as Verizon Wireless and not see any resolution to the issue of customer miscommunication. My phone numbers are [redacted] and [redacted].

I bought gift cards that are not valid and nonrefundable. I am not a Verizon customer. The person I got the gift cards for is a Verizon customer and cannot use them for their wireless account or for purchasing anything at Verizon, including accessories. I was informed they are for prepaid agreements only. I paid for them, but no one can benefit from them. I am not a customer, just trying to give a gift to a friend who cannot use these cards. There should be a way to transfer, trade in, or get a refund for these cards. They are activated, paid for in cash, and loaded with $[redacted]! They are worthless to me and the Verizon customer I purchased them for. Verizon prepaid cards are not gift cards. They are placed among actual gift cards in retail stores.

I noticed this morning that my wife's phone ([redacted]) received three separate text charges for data overages. Later today, a fourth overcharge was also applied. Since we were traveling, this is the first opportunity we've had to address the issue. I'm concerned about potential unauthorized access to her phone number. The phone was turned off during our flight, so I'm puzzled by these charges. Can someone explain what's causing this and help us understand the situation? Regards, Dennis B.

Verizon was supposed to call me back at 1:30, but I have not received their call. I require assistance to resolve issues with my wireless account login. Verizon advised me to create a new email address solely for this account to regain access. I have created the new email address and am awaiting instructions from Verizon to assist me in logging in. I am unsure why this additional step is necessary for an account I have had for years. Additionally, each time I attempt to log in, I encounter a security question I did not set up and cannot answer. I only wished to access the wireless account to update the credit card expiration date. It used to be a straightforward process - why has it become more complicated?

I applied for a new service with Verizon. After submitting my application, they requested identity verification. I sent in photos of my ID and SSN card, and my order was approved. However, a few minutes later, I received another email asking for my ID again. I called Verizon, and they informed me that the application was canceled by the system without providing a reason. I'm still unsure why this happened as they were unable to give me a specific explanation.

I have faced billing issues with Verizon for the past 8 months. Initially, I discovered an unauthorized tablet line which was being charged monthly. After requesting it to be deactivated and paid off, I found out later there was another unauthorized phone line on my account. Despite numerous calls, Verizon has not resolved this issue, and I have been misled, transferred, and hung up on multiple times. I have been a loyal customer for 10 years but will consider switching to AT&T or T-Mobile if this matter is not resolved promptly. I am fully prepared to escalate this to the Better Business Bureau if necessary. Please contact me at [redacted] to address this issue effectively.

I am experiencing issues with my phone service on [redacted]. Even though my settings show that mobile data is turned on, I can't access the internet as it says I'm offline. I'm unsure if the problem is with my phone being offline despite the settings or if Verizon is having an issue. Any assistance confirming this would be greatly appreciated. Thank you.

I am a victim of personal identity theft through my phone. The perpetrator sent me a text with a map to my home and even obtained my Apple password. I have taken all necessary steps such as freezing my credit and credit cards and contacting various agencies like the Federal Trade Commission, SSA, and law enforcement. The person tried to get a credit card using my information, but luckily my credit was frozen. I have also spoken to Fraud Specialists at businesses where the attempts were made. I discovered the email address the thief was using is [redacted] After checking, I found that he changed the information so that my email address is now [redacted] I urgently need assistance to address this situation before any further actions are taken. Martha J. B.

I have been attempting to reach an agent for over an hour without success. I have experienced disconnections and multiple inaccuracies regarding my account details. After making a payment on a payment arrangement, my lines were unexpectedly shut down on New Year's Eve. I am seeking assistance from corporate or a supervisor as this situation has led me to believe I am being unfairly pressured into making additional payments within a short timeframe.

My Verizon Cloud app suddenly asked for a new setup, showing "Code 11" error after trying to launch. I only wanted to back up my contacts. I previously contacted customer service, but they couldn't resolve it. I received a text about a 30-day free trial for the 600mb cloud option, but I didn't want it. I just want my app to be functional for contact backup. Please ensure I won't be billed for this unwanted option. Thank you. - Marc T.

This morning, I visited your company store in Upland, California to look at cell phones. I was informed by a staff member that service is by appointment only, and I was told to return at 2:30 PM. There was no visible sign indicating this change in customer service procedures. Do your employees appreciate who supports their jobs? This is not the right way for Verizon to treat customers who pay their bills on time. I am considering going to T-Mobile across the street for potentially better service both at the counter and on the phone.

A few days ago, I requested an increase in my internet speed. Initially, I was informed that this was possible. However, the following day, my internet was unexpectedly disconnected. Upon contacting support multiple times, I was promised a resolution within 24-48 hours, but to no avail. This has persisted up until today, leaving me without internet access to work from home. My contact numbers are [redacted] (home) and [redacted] (cell). I believe my ticket number is PAHM03W3CM. I am eager to know when my internet service will be restored. Your prompt attention to this matter would be greatly appreciated.

On 02-02-[redacted], my Verizon service went down, and when it eventually came back, only my prepaid cell phone was working. The other Verizon modem and my ATT phone "SET" were not receiving service. The modem is on and responsive, but pushing the power button on the ATT device does not give a dial tone. This separate account has been inaccessible online. I can only use the cell phone to contact customer service, but the confusing prompts are not helpful. I was told to contact FIOS, but I am unsure what that means. My home phone account number is [redacted]. I need technical support to resolve this issue as I went through a similar problem a few months ago and had to struggle to speak to someone to restore the service. I lost connection in today's chat session when the representative was attempting to access my account.

I paid my usual monthly fee, which includes 15 GB of data. I informed the representative during payment that I was given an extra 6 GB as a loyal customer in a text message from Verizon. However, I recently received a text reminder that my data is running out, and I am nearly at the 15 GB limit. Where did my 6 GB go? When can I expect that to be credited back to my account?

I appreciate Verizon's service for its clear reception and good customer service. I prefer iPhones and recently upgraded through Verizon's online option to pick up the phone at my local mall, only to find the store had closed. After some confusion and a cancelation issue, I had to wait three hours in-store for assistance because of account and phone setup difficulties. Only later did I realize my phone case caused button malfunctions. With the lingering issue of setting up WiFi and transferring data from my old phone, I hope my next visit to the store will be faster and smoother. Here are some suggestions to improve the shopping experience at Verizon: 1. Ensure all employees are aware of store closures. 2. Maintain consistency in delivery methods. 3. Consider accommodating regular customers with flexibility. 4. Implement a buddy system for employee safety. 5. Conduct follow-up calls to check on device functionality. 6. Provide training for phone employees to remain composed in challenging situations. 7. Recognize that phone buyers come from diverse age groups. Thank you for your attention to these suggestions. -Layle

I recently bought an Orbic model TW0306 phone last week, and it arrived yesterday. While attempting to set it up, I was prompted to select a plan, which I thought I had already done. Despite facing difficulties with the automated system, I eventually reached a live agent. The live agent assisted me in connecting with a sales agent, and I ended up agreeing to a costly $35.00 monthly plan that includes more features than I need. At 85 years old, I find it challenging to enter our 12-digit wi-fi code on the phone. I wish to cancel the service as the phone activation has been troublesome, and the agent assured me it could be canceled anytime. I am unable to access my account. Please assist. The order number is [redacted]. Thank you. [redacted] (email: [redacted], phone: [redacted])