Verizon Wireless Customer Service Issues

I have been experiencing poor service with frequent dropped calls from Verizon. My bill has significantly increased after I was advised at the Verizon store that it would remain the same or only increase by $5 - $10 maximum. Despite upgrading my plan as suggested by a representative to improve speeds, my bill has increased by over $40. After a lengthy discussion between phone and store representatives, the issue remains unresolved. I am disappointed with the poor service both in call quality and customer support. Even with a new signal tower at home, call drops persist elsewhere. I have faced issues with my Galaxy Note 9 and Edge Plus 9 phones since switching to Verizon in November, affecting important calls and navigation. As a resolution, I would like fair compensation for the time wasted discussing billing discrepancies and the lack of service professionalism. I seek clarity on the discrepancies between in-store quotes and actual billing. If Verizon cannot provide satisfactory service, I request to be released from my contract without penalties as I prefer paying a lower price for better service elsewhere. Thank you for addressing these concerns promptly.

Hello Verizon, I need to report an issue with the service provided by tech coach agent Lorenzo Duke. Upon contacting support on October 23rd from 3:40 PM to 4:45 PM PST regarding a "Setup Wizard" Data Usage Limited notification on my phone, Lorenzo guided me to download the Tech Coach app and suggested to reset my phone. However, after resetting, the issue persisted, and no proper backup was created. I later contacted Sean "Shoa" who quickly resolved the problem without needing a phone reset. I am disappointed with the handling of my concern by Lorenzo as it caused inconvenience to my business. I request immediate restoration of all my data. I hope for a prompt response to address this matter. Thank you.

Dear Customer Service, I have been using your phone service, tablet, and jetpack since October 10th. Unfortunately, I have not had any internet connection on my phone since then. The jetpack is incredibly slow, making it impossible for me to work efficiently online. My name is Shelba Reeves and my contact number is [redacted]. As a 66-year-old living alone, and dealing with stage 3 breast cancer, I heavily rely on my devices for financial and insurance matters. I need to take clear pictures of receipts, bills, and letters to send to various cancer organizations for assistance with medical bills. However, my camera is too slow, constantly freezing or shutting down while I'm in the middle of sending important documents. This has caused me financial losses and potential late payments that could impact my credit score. I have reached out to technical support multiple times, but the issues persist. I urge you to improve my service quality or provide a refund for this month, as promised reliability has not been delivered. If not, I may need to switch to another phone service. Thank you for your attention to this matter.

My Verizon Motorola Z3 screen is shattered and does not light up anymore. I am unable to see anything on it. I need the verification code Verizon is sending me to access my account. The Verizon cell phone number associated with the account is [redacted]. The plan is under my mother's name, Kimberly Sugg, who might be listed as Kimberly Ann Sugg or my grandmother, Margaret Augusta Sugg. I require assistance signing into my Verizon account as I may also need a new SIM card. I suspect the SIM card I have was removed from my broken Moto Z3, but I need confirmation. I would like to speak with a Verizon representative to confirm if the SIM card number I have is correct or if I need a new one. If needed, I will visit a Verizon store promptly to obtain a new SIM card. If the current SIM card is correct, I would like Verizon to add it to the new phone I am using, ensuring I can retain my number, [redacted], for use on this new device that has not been linked to my Verizon account before.

I bought a Google phone from the store in Vestal, NY. Unfortunately, the phone only lasted 10 months. Verizon replaced it without issues. However, I had also purchased an expensive screen protector that I believe I should be refunded for. When I raised this concern at the store, the manager, "Moe," claimed they couldn't help. He suggested it was my fault for not removing the original protector. After I contested this, he shifted blame to the warranty department and then proceeded to lecture me on how to discuss my concerns. Eventually, he offered a $5 discount on a new screen protector, which felt like an inadequate solution given the circumstances. I wasn't looking for a handout but felt it was unfair to be charged for a replacement protector when the initial one failed due to a defective phone sold by Verizon. I believe Verizon should've covered both the phone and the screen protector, considering the situation. It's disappointing that Verizon falls short on customer service, especially considering the amount I spend monthly on their services. Perhaps it's time to explore other phone service providers.

Please provide me with a mailing label to send back my iPhone XR for a trade-in after upgrading to an iPhone 11. I am looking forward to the trade-in offer where I can receive up to $[redacted] for a new line or $[redacted] for an upgrade. Additionally, there is a wonderful incentive of a $[redacted] Prepaid Mastercard if I switch to Verizon on an Unlimited plan. To qualify, I need to add any iPhone with a minimum retail price of $[redacted] as a new line with a port-in to my account on any Unlimited plan. I will make sure to visit vzw.com/digitalrebatecenter after checkout and enter the promo code FALLSWITCH along with the required information to claim the Prepaid Mastercard. The offer promises to deliver the Prepaid Mastercard within 8 weeks. This trade-in option allows me to receive up to $[redacted] towards the latest iPhone and an additional $[redacted] for switching with Unlimited. I'm excited to also get a free month of YouTube TV, with over 70 live TV channels, when I purchase a new phone with an Unlimited plan.

My home phone connection is not working, and it's frustrating that I can't reach you from my non-Verizon cell phone. Please update your voice menu to allow customers like me to call you from any phone provider. The non-customer [redacted] number you provided on the website doesn't work for me. My number is [redacted]. Andi, please give me a call instead of emailing me as that won't solve my current issue.

Verizon has been charging me around $[redacted] for a past due amount that was sent to collections a few months ago. I terminated my service in April [redacted] and settled the following bill I received. Despite numerous inquiries about the ongoing charges, I never obtained satisfactory explanations. I am willing to settle the charges if Verizon provides me with an itemized breakdown that I find valid. Due to health issues, I have been struggling to address this matter. You can reach me at [redacted]. Thank you.

I am experiencing issues with my Droid Moto Z2, which started after the recent system update. The phone frequently shuts off and produces a clicking sound upon restart, often failing to reboot. I am requesting a resolution in the form of a repair or replacement, with no expense on my part, as the problem began with the update provided by the company. I do not wish to be given a refurbished phone at a cost if repairs are not possible. My preference is for a new replacement with my existing data transferred onto it.

My Moto Z* Droid keeps turning off unexpectedly. After the recent system update, it started making a strange clicking noise and struggles to restart. Since this issue began right after your update, I believe Verizon should repair or replace the phone at no charge. I expect a resolution without additional cost, either through repair or with a brand-new replacement transferring my data. The current customer service response of sending the phone for potential repair or replacing it with a refurbished one at a cost is not acceptable. I anticipate a prompt and proper solution to this problem that arose directly from the system update. The wait time and lack of callbacks are disappointing, and I hope this issue can be resolved promptly.

I have been trying to cancel my wifi service by contacting customer support multiple times. I was informed that I would receive a letter with a code in the mail and that I would also get a phone call to provide the code for cancellation on Tuesday, October 29th. However, as of today, October 31st, I have not received the letter or the phone call as promised. I am frustrated with the lack of communication and want this process to be straightforward.

I planned to buy a new phone due to issues with my old one. A sales representative at the Verizon store in Saint Joseph, Missouri, quoted me $[redacted] for a new phone, promising it would be available the next day. When I visited the store the following evening, he switched everything to the new iPhone 8+. It took nearly two hours, going past closing time. Upon opening the iPhone 8+, I noticed a missing set of earphones from the box. The situation worsened when he charged me nearly $[redacted] for the phone switch and over $[redacted] for the device, contrary to what he initially said. Despite my objections, he insisted on the higher prices. Being a truck driver, I needed my phone for work, but he delayed switching it back until the next day knowing my job demands. Upon returning the phone the next day, the refund was inadequate, and there have been unauthorized account changes.

For the past two days, I've been trying to resolve a phone coverage issue for my cracked screen. Initially, I was informed that I wasn't covered, which was surprising as I believed I had coverage. Yesterday, I reached out to an online representative who confirmed I had coverage and attempted to submit a claim with Asurion, but it didn't go through. Following this, I contacted Verizon and was bluntly told that only my husband's phone is covered, not mine. My husband's phone is eligible for an upgrade, but mine is not. I'm still paying for my phone and cannot afford to purchase a new one, especially when it's not working correctly. It seems there might have been a misunderstanding, possibly on our end. Can Verizon allow me to catch up on what I thought I was paying for so I can get my screen fixed? I rely on my Samsung Note 9, and it's essential that I have a functioning device. My number is [redacted] and my husband's number is [redacted]. I appreciate any help you can provide in resolving this confusion.

I am seeking assistance from a tier 2 customer service manager regarding an issue with a recent phone purchase under a BOGO deal. The second phone, priced at $[redacted], was supposed to come with a discount. However, incorrect phones were sent to me, and the original deal was not honored at the Verizon store. Despite multiple attempts by different representatives to rectify the situation, the proper adjustment has not been reflected on my bill. I have documentation from a chat confirming the exchange of phones with the original BOGO deal. I am requesting for Verizon to confirm via email that the initial BOGO offer, providing a $[redacted] discount on the second device, will be upheld, and that my bill will be adjusted accordingly. I appreciate your attention to this matter. Thank you. - Nancy Hue Taylor

I attempted to use my cell phone to access an app when the icons on my phone suddenly all changed at once. I found that I was only able to call Verizon, and when I contacted them, I felt dismissed. Despite being a long-time Verizon customer who always pays on time through autopay, I did not receive a satisfactory explanation or assistance regarding the strange behavior of my phone. While writing this, my phone suddenly regained service. Feeling frustrated by the dismissive treatment, I am contemplating switching to Star Cell phone. I had a positive experience leaving Direct TV for Star TV, so I am interested in exploring what Star has to offer. My usual practice is to take at least 24 hours to consider major decisions, as rushed choices may not be wise. I plan to reach out to Star to assess their services.

Hello, my name is Spencer O. I recently switched from a prepaid to a regular phone plan with Verizon. After getting approved, I went to a Verizon store last Monday to purchase an iPhone 11 with 128GB. I paid $54.37, but the battery performance was not satisfactory. The next day, I tried to exchange it for a 64GB iPhone 11 but couldn't find one in stock at multiple store locations. I ended up exchanging it for an iPhone XR by paying another $54.37. However, I am not completely happy with the XR as it is slow, has trouble downloading apps, and sometimes doesn't recognize my face to unlock. I didn't encounter these issues with the iPhone 11. I am now unsure about what to do as I've already spent over $[redacted] in less than a week and can't afford another replacement.

I have a Verizon 3 GB plan in Maryland, but my household in Minnesota doesn't have WiFi. I've been using my phone hotspot and added 3GB on 10/32 and 11/2. I visited a Verizon store in Coon Rapids on 11/5 and was told I could get a short-term unlimited data plan with hotspot access. However, when I returned on 11/5 because my hotspot was no longer working, I was informed that hotspot capability isn't available on a prepaid plan. I am extremely dissatisfied with this situation. Despite asking questions in-store and calling *[redacted], I couldn't reach a human for assistance. All other numbers provided were equally unhelpful. I am now exploring other wireless carrier options. How can this issue be resolved?

Our landline phone was having issues with bad reception and the inability to dial out. The repairman fixed it by adding a small box next to the phone inside the house. He assured us this wouldn't impact our current billing, including our International AT&T Any Hour International Savings Advantage Plan, essential for contacting family in Denmark and Africa. Yet, when contacting the operator, they mentioned that this plan is no longer active due to the recent repair. Help needed to restore the plan so we can make calls to our family overseas.

I am inquiring about the status of ticket #Inck1005D85 regarding a refund for my late mother's Verizon bill. She had set up automatic payments from her now-closed bank account. Following her passing, I submitted a request for a refund, resulting in the ticket number provided. I kindly ask for an update on the progress of this matter. As the original bank account is no longer active, any refunds should be issued to "The Estate of Viola Leonard" at [redacted] Col. Ledyard Highway, Ledyard, CT [redacted]. Your prompt response via email or contact information for direct communication would be greatly appreciated.

I'm having issues using my phone since it requires a pin each time I make a call. This is too complicated for me as I am older. Please deactivate it immediately and refund my money to my credit card. I rely on my monthly income and need this resolved promptly. The phone number provided by Verizon is [redacted]. I am 67 years old and only have social security as my income. I appreciate your help in refunding the money and deactivating my phone promptly. I won't be using Verizon again. Thank you, Darlene.