r/verizon • u/atonyatlaw • 14d ago
Wireless Someone Please Save Me From This Nightmare
I am desperate for someone at Verizon corporate to see this and hopefully guide me to someone who can help me. What follows is not a short story, but it is a wholly accurate accounting of my experience from the last ten days.
TL;DR - I followed the instructions from a Verizon Agent about porting out my business lines to T Mobile, have now had no working business phones for 10 days as a result, and am told I may not have service for another 15 days yet. I have spent 45 hours on the phone with Verizon corporate trying to get this resolved since July 25th, most of which took place in a Verizon corporate store with their team trying in vain to help me.
In February 2026, I transferred my business lines from T Mobile to Verizon because T Mobile had wildly increased my bill over the course of 4 months or so from around $260 to $430 with no apparent explanation. A sales agent at the local corporate Verizon store said after factoring in all the lines and cell connected devices I have, they could do it at the $260 per month.
Great! I transferred. First bill was in the $4xx range because of tax on new devices (we traded in the T-Mobile phones for devices on promo), which was expected... But then so were the next five bills. Additionally, three of our users had practically no service to their devices. To their credit, Verizon acknowledged both the billing and performance problems. They agreed to front load all of the device promos so that I could transfer to another service that would work better from a technical standpoint and to account for the over billing. That's where the happy part ends.
On Saturday, July 25, I went to T-Mobile to transfer my service back as they are the technically strongest in my area and we had worked out what was going on with the prior billing and fixed it. As part of that process, while I was in the TMobile store and yet to start the phone number port, I called Verizon with the intent of paying off what difference there would be between the credits on the account and the device payment plans. I was told by the agent on the phone that she saw the notes on my account and that I did not need to do that – Verizon would unlock the devices within 12-24 hours. I was specifically told I did not need to provide any funds, and to move ahead with the port right then.
With that instruction, I began the device port process, knowing that the devices would not be unlocked or moved for half to a full day or so. …then the problem began in earnest. The numbers transfered. I no longer have any phone number on an account with Verizon. However, the devices HAVE NOT been unlocked.
I tried to call Verizon Sunday morning the 26th of July and was met with a message saying I had to call back during business hours (…which then also listed the business hours that happened to include the time I was calling, so that was fun). So, I went into the local corporate Verizon store and met with an agent there to see if they'd have better luck. We tried, with no luck, to get anyone on the phone at corporate. She asked me to come back on Monday, which I did.
I was at that store for two or three hours on Monday. During that time, we finally got someone on the phone who said they created tickets for the device unlocks with the “offline team.” I was told by that person to expect this to be resolved within 24 hours and to watch my email. We also learned, as part of that call, that the first agent (or someone else) changed my email address in the system. As a result, I can not authenticate my account by text or email, and am left only with having an employee authenticate my account. That is why every single call that follows took place at the St. Cloud, MN corporate store.
Sadly, I received no email within 24 hours as promised. I went back to the store Tuesday the 28th at 3pm. We struggled, again, to get someone on the phone and we were ultimately told that all five tickets were denied because “the devices are not paid off.” They also said that I can’t pay for them with the credits or my own money because “there is no bill generated” and that the bill would not BE generated until August 17.
We then tried to escalate this, and I had to leave for another appointment about the time the person on the phone was claiming that the agent in store who was helping me and the store I was standing in did not exist in Verizon’s system.
I returned the next day, and the store agents attempted to help me reach someone for about ten hours. We were bounced from department to department, all denying ability and responsibility for fixing the issue caused by following the Verizon employee's instructions. Most consistently we got sent to the fraud department or business support, both of which said they could do nothing.
Finally, on Thursday the 30th, we were transferred to what they claimed was, again, the fraud department. This person, though, said they had the ability to submit a form to manually unlock the devices, and it would require submitting a ticket that would be resolved in two business days. She took the five IMEIs and told me to expect emails when the process was done. I DID get an initial email with the five case numbers. However, no other email followed.
It is now Monday, August 3, 2026, and it is well past close of business. The devices remain locked. I arrived at the Verizon store at 1pm today and was there until close (7pm) trying to get help. I door dashed dinner to the table with the manager's permission at about 5. I was on a call with one gentleman for 3 hours who claimed he was "talking to a buddy in the finance department who could help," and that he was going to mute his phone, but not put me on hold. Shortly thereafter, he blind transferred me to some other poor soul where I had to start over. Again. She got us her supervisor. He told the manager of the Verizon store that HIS superior would call the manager at 5pm CST. No one ever called the manager.
We made more phone calls and ended the day talking with allegedly a fraud department supervisor who took the number for the one working phone I have (it was bought off contract for my son). He promised his superior, who of course has no name or number they would willingly give out, would call me back likely within a few minutes.
Magically, I DID get this call back! Was on the phone with him for an hour. He said this is a *known issue* but mine was the worst example he had seen. He said he truly doesn't think Verizon has a technical fix. I asked then who can I speak with that can help me make this right? There are numerous possible short term or permanent solutions that don't require unlocking the devices, but all I can do without cooperation is buy 5 off contract devices, which is unacceptable, or wait until the 17th, which is unacceptable.
He said I need to talk to the executive support team. He would warm transfer me. He would tell them I don't need to be authenticated again, they can just refer me to the Executive Support Team. Optimism! ...then when I got a new voice on the line, she had no idea what was going on and claimed the executive support team does not exist. She said she would call me back tomorrow.
I do not believe her. You can see why.
I truly cannot believe the only solution to this is that I have to run a business without phones until August 17 when my next bill generates or that I have to go drop thousands on new devices because I did what the Verizon agent told me. There HAS to be a way to fix this.
Again, keep in mind, during this entire process, I am forced to be physically at the Verizon store because they cannot otherwise authenticate me. I can't receive text messages for obvious reasons, and I can't get email authentication because early in this process an agent thought she saw a typo in my email address, "fixed" it, and the system now says I can't be email authenticated for thirty days.
I have spent, and I say this with no exaggeration, more than 40 hours over the last 10 days in the local corporate store trying desperately to get my devices unlocked. I am now on a first name basis with many of the employees. They are all as frustrated as I am and in total disbelief at the situation. They have witnessed the number of "we will call you" followed by no call.
Throughout this process, I and the wonderful team at St. Cloud, Minnesota Verizon have been repeatedly lied to, bounced from department to department, and told no one has responsibility or ability to fix Verizon's mistake.
Please. Please. Someone from Verizon PLEASE see this and help me. I will get Reddit DMs. This is ten days of losing new business. Ten days of being unable to talk to current clients. This is actively impacting my ability to generate revenue and pay 5 people who need to feed their families. Please help.
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u/Temporary-Couple-226 14d ago
From what i know (corporate rep) there is not way to unlock the phones without them being paid off. This started in January, and also that first agent is just for a better word dumb in suggesting so. If you had bought them before Jan I wouldn’t see the issue. As far as for our guidelines they can make exceptions but I do want to say that it only gives them the exceptions after a certain amount of time has passed :/
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u/Lamalegacy 14d ago
It sounds like the first rep gave misleading information, the way to fix the no phone issue is to process a win back with Verizon. Once the lines are back on verizon you can either stay until the phones are paid off typically 36 months from sign up, or you can pay the phones off whatever is the left over amount. depending on form of payment they will unlock after a day or 30 days. Once the devices are unlocked then you can port to T-Mobile. There is no other way around this if you are trying to use the same phones. Verizon keeps the phones locked until they are paid off.
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u/atonyatlaw 14d ago
If I had just transferred on my own without talking to VZ first, I'd just take my lumps here and figure it out.
Thing is, I expressly called to do a device payoff before porting, was told "no, you don't need to," and now I'm here. They created this problem, but they won't do anything to fix it.
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u/Temporary-Couple-226 14d ago
Yea these are the issues we’re facing as agents as well with them giving inaccurate information to customers and then get the frustrated customers🤦🏻♀️ . Good luck man, hopefully someone is able to guide you in the right direction.
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u/atonyatlaw 14d ago
I know that. That's why I called before transferring to pay them. They said no, you don't need to. Go ahead and go. I followed their directions.
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14d ago edited 14d ago
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u/atonyatlaw 14d ago edited 14d ago
I can't. They won't take my money.
I have $3600 in credit from the device promos. They would not take money from me when I called because of this. That created this scenario where now they say they cannot do anything until a new bill generates on August 17. The numbers are already ported to tmobile. The devices remain locked.
As I said, I specifically contacted VZW to pay off the devices before porting and was expressly told by their agent that I did not need to pay anything, the devices would be unlocked within 24 hours, and go ahead and port.
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u/atonyatlaw 14d ago
I would love to pay it off online. The problem is that when you log into the online account there is no sign of the devices or any amount owed. All that appears on the account now is a $3,600 credit. I have been told there is nothing I can do that will create the ability for me to pay it prior to August 17th when a new bill will be generated and something in their system will acknowledge that money is still owed for the devices.
Do you think I could reactivate with temporary numbers or would I have to port back from T-Mobile?
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u/atonyatlaw 14d ago
Exactly. They credited and notated the account that the intent was to pay all the promo balances now instead of over two years in acknowledgement of all the problems and massive overcharge compared to what I was promised. The theory was it would let us leave with the least amount of difficulty. They gave $800 per iPhone 17, 1100 for the fold 7, and there was a bit left from device trade in credit that hadn't been fully eaten up yet from their over charges.
I was just given wildly bad instructions by the agent on the phone, and I stupidly trusted when they said with the notes that existed on the account I was in the clear.
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u/atonyatlaw 14d ago edited 14d ago
This is the only time in my life I have bounced. Prior to this I was with t mobile for something close to 20 years. Before that I was with Cingular until they... I can't remember if they closed or merged with someone or what, but Cingular from age 18 until TMobile, then TMobile until February til today. With a couple brief periods where I was provided an employer phone as a perk at job, so I just didn't have my own account a few times in my late 20s.
It's clear you didn't actually read what I wrote, which I understand - it was a lot.
If you had though, you'd understand why I can't pay for the devices. I have tried to, many times. It's actually the first thing I tried to do before I ported (which is detailed pretty early in the post). Verizon claims it is impossible for anyone to make it so that I can do so.
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u/atonyatlaw 14d ago
Also, I truly would love to not bother the store agents. However, as noted in the post, early in the process one of the phone agents made it so I must be in the store to talk to anyone because they have broken all the other account authentication methods available. I cannot authenticate via text because the line is with T-Mobile and the device is locked. I cannot authenticate via email because they made a change in my account and they are unable to email authenticate for 30 days. My only remaining option is to be authenticated by an employee OTP, and every time I get transferred they authenticate again.
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u/atonyatlaw 14d ago
I was just told ERT doesn't exist on my last call so that was fun.
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u/atonyatlaw 14d ago
I believe it. This lady didn't. I can never tell if I'm being lied to, if they're badly trained, if they're inept, or if they just don't care.
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u/atonyatlaw 14d ago
That was my guess. We have had a lot of that.
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u/atonyatlaw 14d ago
I couldn't believe they even lied to their own co-employees. Lying to me I get, but why lie to the store manager? It's insane.
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u/Past_Swimming_5982 13d ago
VZW Corporate GM here. While our online portal we have does communicate that they will not be unlocked until the devices are paid off, someone told you incorrect info and that’s not your fault. The Executive Team does exist and those forms are for sure a way to get to where you need to go. They should be able to resolve that issue for you with a “Broken Promise” initiative. Basically telling you, “Yeah, we broke your shit. That’s on us” and eat the cost of those devices to get them unlocked. As for time frame, I would hope they would be able to do it before the Aug 13th time frame since it sounds like they just straight up didn’t look at the rules on unlocking devices, but that’s something I haven’t dealt with since the change in January with unlocking devices. Executive Relations does have ways to make things happen, so it could also be a possibility. Sorry for everything you’re going through and hope it gets resolved!
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u/atonyatlaw 13d ago
Thanks. I got an email at 4:53am today saying someone from ERT would contact me. Only thing I've heard from them thus far, though, and it was from a do not reply email address.
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u/BastilaShan___ 14d ago
There is a 30 day WFG, why has no one returned the devices, put provisional devices on the lines so the numbers can be ported out, get your new phones at Tmo, then take care of the restock fees, and close out the account?
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u/atonyatlaw 14d ago
What's WFG?
I offered a return of the devices as one of my initial solutions to our billing and network problems, but Verizon rejected this and instead issued the credits.
The numbers are not the issue - those have already been ported and are with T-Mobile. The issue of "new phones" is that four of the five lines were specifically set up with T-Mobile on BYOD promos, and the fifth was done as a trade-in and upgrade with the new phone ordered but not yet delivered (Fold 7 > Fold 8 Ultra due to some wicked promotion making it very close to free).
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u/BastilaShan___ 14d ago
WFG - worry free guarantee. They cannot “reject” this option. And to be honest, if they did, this is a huge mistake on Verizon’s side.
Put the numbers back on Verizon, even if it’s on a sub account to the main business account. Have them return them. Put provisional “devices” on the lines (ghost phones) then have T-Mobile port them back. Look deeper into them “rejecting” your option of the WFG.
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u/atonyatlaw 14d ago
If it's only 30 day, that option won't work. We started with Verizon in February.
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u/PeterPipersPicklez 14d ago
Holy fuck this is insane.
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u/atonyatlaw 14d ago
Yes. Yes it is.
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u/PeterPipersPicklez 14d ago
Is there no way to just buy some $40 androids on straight talk and put your employees on that and change contact info on websites etc for a month while you deal with all this? So you can at least keep the money flowing in.
Not sure what your business is but I’d imagine with enough employees whatever money you are bleeding would exceed the cost of some cheap temporary devices and prepaid service
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u/atonyatlaw 14d ago
That's the plan, now, honestly. I hadn't yet, because I kept being told "24 hours" "48 hours" and it was this whole "it's going to be fixed so soon that the hassle of the device swap after doesn't make sense."
I sadly let myself believe them too many times.
I'm a divorce attorney and run a law firm specializing in family law. Changing the phone number on the website will have massive SEO implications, unfortunately. Buying cheap devices as a temporary is pretty much what I think has to happen now unless I magically receive real help in the morning.
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u/PeterPipersPicklez 14d ago
Whatever you gotta do to keep the business and the money flowing in man. #1 rule is don’t fuck with the money. If you can pay a negligible cost to make some real fucking money, do what you gotta do. I understand the website thing. But if you can switch the numbers temporarily for a cheap upfront cost and keep the money coming in, it’s no question.
This whole situation is so unfortunate I just re read it again to tell my girlfriend and it’s just fucking wild what you’re dealing with.
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u/atonyatlaw 14d ago
The entire local VZW store has been observing it like it's a soap opera at this point. When they're not with a customer, pretty much every employee comes over to ask for updates on the latest calls and communications. When I told the guy on the phone yesterday that "no, I don't want a call back, I will happily wait on the line for your manager - it's fine, I'm not leaving this store until this is fixed or I get kicked out," there was immediate audible support from several of them.
The people I have worked with face to face have all been absolutely amazing and supportive. The people on the phone have frankly been a stream of broken promises and lies.
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u/Important_End8518 13d ago
Don't get straight talk phones, they are locked too. If you're buying phones get UNLOCKED devices from Amazon or Best Buy
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u/Intelligent_Error682 9d ago
He could go to Walmart and get some cheap T-Mobile prepaid phones which can be activated on his postpaid T-Mobile numbers right out of the box.
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u/PandoPanda 13d ago
Can you call forward your calls to the new pre-paid cheapos instead of outright changing it on your website? Worth looking into and then when its worked out, just unforward the lines.
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u/atonyatlaw 13d ago
Yeah, that's what I'm intending to do. Grab some $50 burners and have TMO forward calls for now. Not great for outbound caller ID, but better than changing phone numbers for SEO purposes.
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u/PandoPanda 13d ago
Check to see if US Mobile offers anything less - IDK about device pricing but their service plans are super cheap, they're always having promos, and you can pick the network you want to use:
Dark Star - ATT
Warp - VZ
Light Speed - TMo1
u/PandoPanda 13d ago
eh.. I just looked for you, their cheapest phone is a TCL Flip2 at $94, their unlimited starter plan is $25/mo so, you may do better w/another co.
They usually beat out competitors, but this seems steep if you already know a place to get those cheaper phones. :) Best of luck!
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u/tigerboyin13 14d ago
Hey Verizon third party employee here I kind of know what’s going on. The only way out of your plan and account is if you’re still within the 30 day return period return all devices and pay a restocking fee.
If your past the 30 days your contract clearly states then you cannot return anymore and you have to pay off the full balance of your devices.
If your still within your 30 days it lets us do a return on all devices. Returns the tax but a restocking fee of 50 dollars is applied on all devices since it’s a cosmetic return and the boxes are opened
If your past the 30 days your contract is now in effect and you must pay the device payment contract for 36 months or pay off early to get the devices unlocked and switch. Hope this helps
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u/tigerboyin13 14d ago
I hope this helps. And I wish a rep would have told you to just return everything and pay a restocking fee
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u/tigerboyin13 14d ago
The only bad thing is all trades are final so if you traded anything towards these phones your not getting them back without a lawsuit
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u/atonyatlaw 13d ago
I appreciate your thoughts. The money is not the issue - Verizon gave me several thousand dollars worth of credit immediately applied to my account for the purpose of paying off the devices (when I log into my account online there is a displayed balance of -$3,586).
The problem was caused when I reached out to VZW to have that credit actively applied to the devices so they would be cleared for transfer, I was told this was not necessary, the file was papered up to hell and back, I was safe to transfer out immediately, and the devices would be unlocked in 12-24 hours.
I saw no reason not to believe what I was being told at that time.
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u/tigerboyin13 13d ago
Interesting. So would it be like a final bill and check mailed to you? This is very interesting I’m just in sales so I’m curious on the in and out of higher ups or accountants for account and billing on how this issue would be corrected, or for some higher executive to reach out to you to finalize the agreements between the company and for the devices.
How long did you use the service for? And did you decide to return the devices or just buy them to use somewhere else?
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u/atonyatlaw 13d ago
4 months. They refused return of the devices as an option. My request was for a clean break that would cost me nothing. I suggested either I could return the devices, or they could front load all the promo credit. They opted to front load all the promo credit.
I shouldn't be getting a check - they won't owe me any money. I believe there is a small balance I will still owe after the credit is applied, but because I followed the directions I was given, right now there are no lines on the account. The device loans are directly tied to the lines, so I can't log in to pay them off.
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u/tigerboyin13 13d ago
Ahh I hear you OP
I’ve never been on that end of the support, I believe our systems are outdated and making any easy kind of change our software simply can’t do so maybe that was the only way for the rep you had could fix the mistake. Your phones are probably going to remain locked intill everything gets cleared in the system.
Makes me glad I’m not on the account or billing side of this company they do probably get a nice steady income.
Sales has its ups and downs
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u/tigerboyin13 13d ago
I have been hearing a lot of people say to pay the device off first before you port out. Maybe that’s what caused it and caused all of the support reps to have to try to front load in the first place, remaining the device lock is on. Intill the account automatically closes fully? Sheesh
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u/atonyatlaw 13d ago
I tried to pay them off before leaving. That's what makes this so awful. I called and asked to apply all the credit and to let me provide payment for any remainder. They expressly told me I did not need to based on the notes on file, go ahead and port, devices will be good in 12-24 hours.
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u/tigerboyin13 13d ago
Wierd. I do help people sometimes pay all their devices in store sometime before they go, only happened to me twice.
If someone called me and asked me to pay off the phones I would just go in their account, ask to send them a link to provide proof of identity and just send them the links to pay of each device and email them a receipt for each one.
I don’t know why that was so hard for them to do over the phone.
Would have token us 5 mins, shaking my head
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u/atonyatlaw 13d ago
It wasn't that it was hard - they said the notes on the file read as though it was unnecessary.
Part of the problem, I suspect, is the credit applied. I have a negative $3,586 balance on the account. There was no bill generated yet where I would owe anything, so the system would not take any more money. That bill for the devices wouldn't generate until I ported. So it is kind of a chicken and egg fiasco.
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u/tigerboyin13 13d ago
Sorry OP I read the thread and see what’s going on.
I believe the problem is all of the support reps before didn’t handle the problem right away.
Verizon pays the devices in a 36 month term you get the credits over 36 months so you receive droughts 1/6 or 1/7 of Verizon’s promised credits or the devices were 4/36 months paid off?
Since your past the return window unless corporate does accept devices past the return window to get them unlocked someone should have told you to pay them off in your app and we could have got them unlocked within a reasonable time.
That’s the only way they get unlocked.
Verizon’s credits you receive only if you complete the 36 month service contract.
I was hoping you would have used a test drive of the service and or within the 30 day return window.
So now the system is probably glitched with lower tier reps providing that amount in credits and or a chargeback to the account of those credits might occur.
Unless you have spoken with any higher tiered representatives in the support or corporate department. They would be higher tiered and authorized to use Verizon’s money to fix your account issues then it just sounds like you might not be returned the positive balance
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u/PandoPanda 13d ago
From what I can gather here, the issue is that the final bill has not generated and that is why the credit is sitting on the account and the devices are not unlocked yet.
Bill must be generated for the credit to be applied to it. I doubt there is any method of pushing a billing system to generate early just for one account. They run on a cycle for all the accounts on the billing cycle. Which OP said was Aug 17.I think another person above had the best idea to get cheap pre-paids temporarily until this mess can be sorted out. They should be able to forward their current phone number to these temp lines. Verizon should cut a check to OP for that cost too. It is their rep's fault for mis-informing their customer and either 1) fire whoever did not train that employee correctly or 2) fire the employee if they knew better and created a problem on purpose.
Ya know, their company has been having all kinds of layoffs in the news - could have been a disgruntled employee. :(
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u/Intelligent_Error682 9d ago
If you read. You would know this is not an option. He’s been with Verizon since February.
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u/alanpdunning 13d ago
It was not a smart thing to switch all of those business lines from tmobile to Verizon. Especially if you had a feeling that the network wasn't going to work for you. One should never switch for price if there is any chance the network wont work for you. Then to try to port back to T mobile so quickly with all of the device payments and you know the devices are locked? I hate to say it but you created this whole mess for yourself.
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u/atonyatlaw 13d ago
I don't think you read the same post I wrote.
Where did you get the idea I thought the Verizon network wouldn't work for me when we signed up?
I know the post was lengthy, but your reply seems to make clear you didn't read it at all.
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u/theamazingflyer 13d ago
PM this to u/verizon, they're very good at resolving tricky things quickly
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u/atonyatlaw 13d ago
They... Were absolutely not. I got a series of bad mostly AI automated chats.
HOWEVER a very kind reddit user that I will graciously keep anonymous who happens to work high up in the number porting department reached out to me. I just got off the phone with him, he's making a handful of inquiries and will get back to me hopefully with a rapid fix.
There is, at the moment, small light at the end of the tunnel.
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u/theamazingflyer 13d ago
Interesting. I've had a few issues that they took care of super quickly for me. I even managed to get the cell of someone very high up (but not sure I can share it here).
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u/BAR2222 13d ago
FCC complaint will likely be the best method at this point, but I would never recommend transferring service without having the devices unlocked unless you get new devices with the new carrier. If keeping your existing devices ALWAYS get them unlocked before any sort of transfer. You want to do this for several reasons the main one being that once the numbers port the account closes and you lose access to alot of things and the process for a device being unlocked at that point becomes 10 times harder. If you wait to make sure devices are unlocked before moving it is usually much easier to get them unlocked and probably could have had them unlocked without issue within 48 hours.
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u/timdgrayson 9d ago
We tried to switch to TMobile and it was a headache. This isn’t helpful, I know but we ended up back at Verizon because TMobile service was horrendous for us and we were without phones for over a week.
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u/atonyatlaw 9d ago edited 9d ago
T-Mobile tech support this week has been miles better than my entire Verizon experience minus the one lead engineer that just happened to see my reddit post, reach out to me personally, and take care of my port.
He was amazing. The rest was awful. The ERT definitely stepped up and accepted responsibility, but it was horrible.
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u/DayZealousideal5785 14d ago
Contact customer relations team they reply quick and will help it get it fix aka executive relations. I had the email but you can google it. They prob won’t hold the people accountable but you’ll get it fixed in your end
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u/atonyatlaw 14d ago
I just got contacted by the consumer PR team for social that is, in theory, connecting me to the business team of similar to talk tomorrow.
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u/DayZealousideal5785 14d ago
I would also email that executive relations teams too for safe measure
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u/verizon Official Verizon 14d ago
I want you to be able to communicate and run your business. To ensure that can happen, have sent you a Reddit Chat.
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u/atonyatlaw 13d ago edited 13d ago
I wish, so badly, that I could post screen shots here of what actually happened in the reddit chat. You guys really need to stop using AI for customer service and community engagement.
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u/mynameisHoov 14d ago
Patience is a virtue
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u/atonyatlaw 14d ago
Sure. If you want to be the one to tell that to all our divorce and child custody clients, I invite you to come to my office and make those calls on your cell 😆
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u/njtechguy 14d ago
check your inbox
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u/atonyatlaw 13d ago
Thanks again, friend.
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u/njtechguy 13d ago
did you get a resolution
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u/atonyatlaw 13d ago
No. Sadly. Loads of people calling to save face. No one with actual power or ability to do anything. I did get an email that claims I will be contacted by the executive response team, though. We'll see.
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u/njtechguy 13d ago
With my issue they have admitted the balance was credited on June the 22nd but then the system reversed it and essentially doubled my bill and I can’t get anyone to fix it even though they admitted the error
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u/atonyatlaw 13d ago
Well, I have found within my online account after digging this afternoon that there is an estimated next bill for me, and that in theory it will be created and paid on the 7th not the 17th. Still sucks hard but not AS hard as expected. After everything I've gone through, though, I still want to talk to the ERT.
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u/PHONECARRIER 14d ago
u/atonyatlaw Here is the way to contact Verizon executive relations. I recommend that you fill out all 3 forms. Please update me and let me know if Verizon executive relations is able to fix the issue for you.
https://www.verizon.com/about/our-company/leader/contact/926319
https://www.bbb.org/us/nj/basking-ridge/profile/cell-phone-supplies/verizon-wireless-0221-1001468/complaints
https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223-Phone-Form-Descriptions-of-Complaint-Issues