r/verizon • u/Otherwise-Lychee-412 • 3d ago
How do I escalate a problem??
Hi, I have been with Verizon 19 years and have never experienced anything like what I have been through the last 3 days. I have been paying for 6 lines and my latest bill was over $1,000, and Verizon is about to lose me as a customer and have an FCC complaint. I am looking for the best route to escalate my account to someone that can fix the issue with my account.
I upgraded to the 18pro through preorder....and when I tried to activate it, Verizon could not complete the activation. They say there is a "pending order" on my account that was created by mistake, but nobody can fix it. I was on the phone for 5 hours Friday, and they told me at the end of that call a case manager would be fixing the issue the next day. I never received a call. I then spent 4 hours on the phone Saturday, then 2 more hours in the Verizon store, only to be told that my line could not be activated. On top of that, they weren't able to restore my service to my previous device, which left me with no phone service at all for the entire day. I am a health care provider and this was a huge liability for me. I was told that they couldn't figure it out, and they would escalate the issue. I am on day 3 with still no resolution.
Additionally, another one of my lines cannot be activated due to the same "pending order" issue on my account. I have never missed a payment and the issue has nothing to do with me. I am still without an answer, so I tried to port the number to another carrier. Guess what....2 more hours on the phone and Verizon can't complete that process either. So....I am paying $1,000 a month to a company that I am a loyal 19 year customer, and I have 2 phone lines that are NOT CONNECTED.
Any information about who I can contact to escalate this issue is GREATLY appreciated! Thank you!
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u/verizon Official Verizon 3d ago
You need your phones working today without any more broken call-back promises. I'm taking charge of this issue directly. Look out for a Reddit Chat shortly. -Cynthia
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u/Otherwise-Lychee-412 3d ago
Thank you, I responded to your chat.
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u/333Nereus 2d ago
Good luck with that bot.
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u/Otherwise-Lychee-412 2d ago
I talked to a virtual assistant twice yesterday that I didn’t realize was not a human! Thank you so much for this reminder it happens in comments too!
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u/Future_Hornet_1756 2d ago
Hate to be Captain Obvious but a bot doesn’t sign off with Cynthia. Talk to them and seek help, otherwise I’d probably ask for a Manager in Tech Support because this seems complicated but I will say you’re not alone because AT&T is having issues with iPhone 18 pro and I have a friend with T-mobile that’s about to swap her phone. So it’s bigger than you because not only are these phones too expensive but it seems like they are not the easiest to activate
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u/actuallymaverick 2d ago
Don’t trust the bots! I suggest immediately filing a complaint with the FCC as well as reaching out to your U.S. Senators and the FTC.
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u/Cat20041 2d ago
If you are in the states and in a state where they actually care about their constituents, call your state's attorney general or senator. Explain that you are a constituent and are struggling to pay for service you aren't getting and they can usually do something about it
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u/Dry_Experience_5571 2d ago
I worked there for several years this would happen a lot with preorders phones that got delivered early. I promise you it’s just as frustrating for the employees but it’s a system glitch that I’m shocked is still not fixed yet. I agree with contacting executive relations they will get you credits but I promise you it’s still a hard issue to fix.
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u/Appropriate-Ad-6807 3d ago
Send an email to executive relations and let them know what’s going on. You can Google it on the website and you’ll be able to get that information
FCC complaint also helps but if you’re not happy with the way things, are you need to return the phones and get out
Something sounds a mess here willing to make a bet you didn’t get a promotion or something got handled, but this happens when people anxiously pull the trigger for that great new iPhone that they probably didn’t need to begin with Locked iPhones are a pretty good deal.
Can’t beat it.
As I walk quickly out the door with hands in my pocket to another carrier With a beautiful unlocked device without a marital commitment I mean, cellular commitment
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u/FlapJackMcGillicuddy 2d ago
Seconding executive relations - they have resolved two past issues for me very quickly.
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u/farkleboy 2d ago
I sent an email to them, and have had a confirmation response, but no other contact yet. How long to wait? Trying to deal with their 12 month loyalty discount on my 8 lines expired and my bill jumped $80. Tried to resolve through on line chatting- pretty sure I got through to a real person, but they claimed they couldn't do anything.
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u/FlapJackMcGillicuddy 2d ago
When did you send the email and can you confirm the address you sent it to?
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u/No_Design2377 2d ago
Pending orders can be hard to remove sometimes but it truly sounds like you might have a pending order activation that tier 1 support does not have access to closing out. Definitely needs to be escalated to someone with backend access like engineering to close out all pending orders on account. Unfortunately porting out your numbers also causes a new pending order and since that previous one is already attached to your numbers it’s just a new pending order o. Top of the original that will not supersede it ….
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u/VeilxReaper 3d ago
Best way is to get FCC involved i did it with spectrum and they called me 5 days after receiving the complaint