Verizon Customer Service Issues

My Samsung Galaxy S8+ fell into a lake, and I need to replace it. I've had difficulties with Verizon's customer service due to their mistake. I've been a loyal Verizon customer for 14 years, so I believe they should assist me. Despite still paying off my phone, I hope Verizon can offer a one-time resolution by replacing my device. Though other carriers are more accommodating, I have not switched from Verizon and hope they can support me.

Hello, I am Gary Sroka from [redacted] Windfall Road in Utica, NY. In [redacted], my electric provider, National Grid, replaced an old, crooked pole in my yard with a new one. The old pole, which still has Verizon wires on it, was supposed to be removed once Verizon transferred their wires to the new pole. However, it's been over a year and a half, and the old pole is still there, creating an eyesore in my yard. Today, two Verizon trucks stopped by to assess the situation, but they left before I could speak with them. I would greatly appreciate it if the old pole could be removed from my lawn. It's not only unsightly but also impractical, as Verizon could utilize the new pole. Thank you for your assistance. Gary S. [redacted] Windfall Road Utica, NY [redacted]

Dear Customer Service, I am writing to address an issue with our recent payment to Verizon. We sent our December payment on December 19th, but received a notification on December 26th stating it was overdue. Upon checking, the check had not cleared. I spoke with Chant from Verizon, who mentioned that delays can occur during the holidays. Due to our excellent payment history, he kindly waived any potential late fees. On December 27th, we visited a Verizon store to purchase new phones and accessories. However, on December 29th, the payment envelope was returned by the post office due to an incomplete address. I contacted Derrick on December 31st to rectify the situation, but encountered difficulties with payment options and ultimately the call abruptly ended. I re-sent the payment on December 31st and was surprised to receive a text today claiming $97.68 was due immediately, with a future bill of $[redacted].27. Despite two previous calls, I still faced challenges when contacting Verizon today. As longtime loyal customers, we expect better communication and resolution. If this issue is not promptly resolved, we may consider returning our new phones and seeking services elsewhere. Sincerely, Ken and Nadine Johnson

I received a refurbished LG G6 originally from Verizon. I switched to Cricket due to pricing reasons after being with Verizon for several years. Even though I paid off my phone and cleared my bill, I keep receiving Verizon information on my phone and cannot download Android 8.0 and 8.1 Oreo. Following a master reset recommended by Asurion for a dialing issue, my phone reverted to Android 7.0. I prefer the LG G6 over my Cricket Motorola phone and have invested $[redacted] in repairs on top of the initial $[redacted] cost. I need to ensure Verizon is not hindering my phone since it prompts that there is no Verizon SIM card present during startup. Could this be causing the issue with downloading Android Oreo 8.0 and 8.1, including security patches? I am being prevented from updating to Oreo or trying to access Pie, and I seek a solution.

I have been a loyal Verizon customer for many years. Approximately two years ago, I upgraded my iPhone from the 5 to a newer model through Verizon. My son recently gifted me a larger, newer iPhone 8, and I decided to transfer the data at a local Verizon store for a fee of $20. During the process, the salesperson discovered that my son's AT&T phone was not compatible with the Verizon phone, despite starting the transfer. Even though the transfer was not possible, I was still charged $21.26. I believe this charge is unfair, as the salesperson assured me the transfer could be done before asking about the phone's compatibility. I have the receipt for the transaction and would appreciate a credit of $21.26 on my next bill. Please contact me at [redacted] or [redacted] Thank you for your attention to this matter.

I encountered an issue with unlocking my Google account after changing the password, and now I can't access it with the new one I set up. I took notes of the new lock on my Android device and the password, which I also wrote down. Recently, I tried setting up biometric authentication but got confused along the way. Despite the system asking for my new password, I have been unable to unlock it even though I ensured to input it correctly. I'm worried because I only have four attempts left before potentially losing all my data. I urgently need assistance before my husband arrives, as this isn't the first time I've faced this issue. Can someone please help me with my predicament? If I've reached out to the wrong support channel, kindly steer me in the right direction without involving my spouse. My email address is [redacted] I appreciate any help offered. Thank you, Cynthia Dowell.

On January 6th, I engaged in a chat with a representative regarding expiring deals on my account. Despite my current price not being a new customer promotion, the agent had trouble finding matching deals. I requested to speak to a supervisor to explore additional discounts. Although the agent made some unkind remarks, they eventually found similar discounts. However, upon applying them, the discount removed the router fee waiver I was assured of by a previous tech. Despite my reluctance, I agreed to the deal to settle the matter later. Unfortunately, the chat disconnected post-agreement due to being past midnight. Subsequently, on January 9th, during another chat session, the agent couldn't implement the earlier deals and suggested contacting Verizon by phone. After a lengthy hold, the office closed, leaving me unable to connect. This led me to engage with Verizon on Twitter, facing challenges as they mentioned not having agreed to Terms of Service since the agent didn't include it in the cart. Despite my willingness, the connection issue disrupted the process. As advised, I reinitiated a chat, but was told there were no account notes from the 1/6 supervisor, leaving them unable to assist. They provided a phone number for escalation with a supervisor recommendation. Presently, on January 15th, after being on hold for over an hour, I am attempting to contact Verizon again for resolution.

I have been attempting for over an hour to speak to a representative to order your service. I have contacted 5 different numbers and spoken to 5 different individuals, none of whom could assist me or transfer me to the correct department. Despite still being on hold as I write this, I am closing on a unit tomorrow. I considered canceling my Direct TV order for Verizon but encountering difficulties just in the ordering process has left me contemplating staying with Direct TV due to their discounts. Your service has caused me significant frustration. Fortunately, at 8:55 pm, Jarrett helped me out in Sales. Despite already placing an internet order, I was unaware that customer service closed at 8 when I first called. I plan to call [redacted] to potentially add onto my service tomorrow. The key issue now is ensuring your staff, like Jarrett, communicate department hours clearly for better customer experience.

I urgently need help to regain access to my iPhone apps that have suddenly disappeared and been replaced by 8 labeled "Siri's suggestions". I never use Siri, and now I can't reach my medical team through Follow My Health, access the phone app, or use Facebook, among other missing apps. I can't even access settings. Despite restarting my phone multiple times, the issue persists. I need to read and respond to a message from my doctor on Follow My Health. My bill is automatically paid, but I can't determine if this is a Verizon problem. As a disabled senior who has had strokes in the last 7 years, I usually figure these things out, but I am truly stumped. I'm also struggling with remembering passwords. I can still receive texts at [redacted]. Please help as the information in the missing apps is crucial for making decisions about my health.

Verizon has not yet formally assured Remind that they will not impose additional charges for text messages labeled as 'spam.' A Verizon representative named Aparna Khurjekar accused Remind of using families, educators, and school communities as leverage in a dispute. I am concerned about whether teachers and school groups can continue to use Remind as effectively as before, especially since it has been a free service for students, teachers, and school groups. Remind is essential to education, and while they are not directly asking for support, parents, students, and teachers are voicing their concerns to Verizon. I hope that GetHuman can encourage Verizon to reach a compromise with Remind and communicate this with the users of the platform.

I am looking to get a Jitterbug phone for my elderly mother who struggles with her Verizon LG phone due to its small buttons. I am unsure if she needs to pay for the new phone or if she can upgrade it as before, considering the changes in policies. As a loyal Verizon customer, I had a positive experience when updating my contract in January, but I failed to inquire about switching my mother's phone then. I hope to receive clarification on the process for getting her a more user-friendly phone. Thank you in advance for your assistance.

I'm in the process of purchasing a house and need to set up utilities like a landline, Internet, and possibly TV services at the address 77 S. Big Stone Beach Rd., Milford, DE, [redacted]. I contacted Verizon on Thursday in the late afternoon to provide the address and details of what I required. Unfortunately, they couldn't locate the address and transferred me to engineering due to high call volume. After agreeing to hold for the next available associate, I got disconnected. I tried calling again on Friday in the late afternoon, but was asked to call back in 30 minutes as their computer system was having issues with the internet. I just need to have the existing services transferred to my name as we are in the process of settling on the house. The seller has confirmed that Verizon is the current provider and there are Cabletek boxes at the property. I would like to schedule the installation or transfer of services for next week. I would appreciate any help in this matter.

When I signed up with Verizon, I was informed that they do not give out free phones. Consequently, I purchased a pixel phone for around $[redacted], which I have been paying off monthly for nearly 2 years. Moreover, I was only presented with the most expensive unlimited plan available, inclusive of talk, text, and internet services. To my dismay, I have now noticed that Verizon is offering a free Samsung phone for new customers. This has left me feeling disheartened and disappointed in Verizon's business practices. I value honesty and fairness. Previously, I had been a loyal customer of T-Mobile for 14 years before switching to Verizon. If I do not receive a satisfactory response from customer service addressing my concerns, I will have no choice but to cancel my service with Verizon. I hope to hear from a representative promptly to discuss this matter further. Thank you.

I contacted customer service on the 8th to learn about the $[redacted] deal. However, I was informed it ended on the 9th, prompting me to rush to make the switch. On the 9th, Verizon Sales told me the promotion was actually for $[redacted], leading me to believe I misunderstood the initial information. I proceeded with the switch on the 9th, thinking it was the last day of the promo. Afterward, I confirmed that the original information from customer service about the $[redacted] deal was accurate but wasn't told I needed to wait one more day before switching. I switched from AT&T to T-Mobile previously due to a misleading plan upgrade and signal issues. Hoping for better service, I brought six lines to Verizon, but I'm disappointed with this experience. I would have gladly waited one more day for the $[redacted] deal I was quoted by customer service on the 8th and 9th.

I have been facing troubles accessing my account for the past few days. Yesterday, I called and spoke to someone who couldn't assist me at all. Today, I spent 2 hours on a call with an Indian call center where the communication was difficult, and they kept saying they understood my issue when they clearly did not. The first representative was not helpful. The supervisor attempted to assist but struggled due to the language barrier and seemed hesitant to accept what I was explaining, which prevented us from resolving the problem. He mentioned he would call back in 20 minutes, which was about 20 minutes ago. I just noticed a missed call. Frustrating. I hope he will try again, but I fear it might be an excuse to avoid addressing the issue, leading me to start over if I have the energy. I am relieved that I recorded the entire nearly 2 hours of calls for evidence of the poor service I received from this call center. A very disappointing experience, especially from such a large company.

Verizon (Fios) erroneously charged me for a set-top box we never owned or used. In May [redacted], I noticed the charge while renewing my service, claiming I had 3 set-top boxes on my account. I contacted customer service, who confirmed the mistake and removed the charge. They assured me they would investigate the duration of the overcharge and issue a credit. A month later, I followed up and was informed the credit process could take up to 90 days. After waiting for 6 months without any updates, I contacted them again, only to be told that no progress had been made. I am seeking a resolution to this issue.

Since my phone was stolen yesterday afternoon, I've been trying to sort things out. I reached out to customer service to temporarily disable my service, but it took almost 48 hours to get it done. Now I need a new phone to use for work and other purposes. I want to transfer my old number to the new device and also switch over the recent payment I made as my bill was due on the 14th. I appreciate any help in resolving these matters quickly. Thank you in advance for your assistance, and I hope to hear from you soon.

I'm extremely frustrated with the lack of assistance I've received regarding my stolen cell phone. I've been without a phone for 48 hours and haven't been able to get any help from the automated systems. I need to purchase a new phone today due to work obligations and the urgency of the situation. I understand that my data is most likely lost, but keeping my current phone number is crucial for work and financial reasons. I've been on the $40 plan and would like that transferred to my new phone to avoid paying twice within days of each other. I urge you to connect me with a customer service representative promptly. It's unacceptable that it's taken this long to resolve such a straightforward issue, especially considering the impact on my work and daily life. I am disappointed with the service I've received and hope to hear from a human representative soon to rectify this situation. Thank you.

Verizon employee M.G. was on duty in Port Richmond last week when approached by neighbors regarding Princess Momma, a cat stranded on a telephone pole for over 12 hours. Despite attempts from the cat's owners and various services, the cat remained stranded. Subsequently, a video of the heroic rescue went viral, resulting in M.G.'s suspension for three weeks due to using equipment in an unauthorized area. Verizon emphasized safety procedures to protect both employees and customers. A GoFundMe campaign was launched to support the employee, who is now being hailed as a hero. The donation goal was swiftly surpassed in a display of gratitude for his actions.

I need assistance with a serious billing issue from Verizon. I received a bill for $[redacted] for a failed 9-hour call via an [redacted] number, which I did not make. Despite explaining the situation to several customer service representatives, only one individual helped by reporting it as fraud due to transmission equipment malfunction. However, Verizon continues to send inflated bills monthly and has cut off my phone service. This has caused me great distress as a 78-year-old grandmother on a fixed income. Furthermore, the unpaid bill has now been sent to a collection agency. I have reached out to the CEO twice but have received no response. I am seeking a compassionate individual to assist me with this issue, as Verizon's lack of concern for their customers' well-being is alarming. Your help in resolving this matter would be greatly appreciated. - Gwen Kane