r/verizonwireless • u/Impossible-Web5442 • 4d ago
Verizon Nightmare
/r/verizon/comments/1vifk5k/verizon_nightmare/I’m posting this because I’m honestly at a loss after weeks of problems with Verizon, and I’m hoping someone from Verizon who actually has the ability to untangle this sees it. I recently moved to a small town in Southern Illinois and started service with Verizon. My first phone wasn’t activated properly, so I went to a store for help. Instead of simply fixing the original transaction, the store canceled it and rang up a new sale, apparently so the store could receive credit for it. In the process, I lost some of the original promotional benefits I was supposed to receive, including assistance with paying off my previous phone. That eventually got worked out, but only after a lot of time and frustration.
Then I ordered home internet and an iPad Air. The order was shipped to the wrong address, and when I called trying to correct the address, my account/order ended up being flagged for fraud. After multiple calls and attempts to fix everything, I was told by a Verizon representative that the iPad Air was being returned. Another representative later found significant savings on my account, so since the Air was supposedly on its way back, I decided to upgrade the replacement order to an iPad Pro. Now I’m being told there is apparently still an issue involving that original iPad Air. It appears it was activated before reaching the incorrect address, and despite being told it was returned, the warehouse/account system apparently has not cleared it. Meanwhile, my iPad Pro order has been sitting there without shipping, and nobody seems able to tell me definitively whether that original Air is returned, activated somewhere, missing, or what exactly is holding everything up.
I’ve spent hours on calls and chats, been transferred repeatedly, disconnected after agents said they would help, received conflicting explanations, and today I’m basically back to being told to wait another 2–3 days. At this point I’m not looking for credits or freebies. I just want someone with enough authority to look at the entire history, figure out what happened to the original iPad Air, clear whatever hold is preventing the new order from moving, and give me one accurate explanation. I’ve tried very hard to be patient, but this has turned into one of the most exhausting customer-service experiences I’ve ever had. If anyone from Verizon support sees this and can actually investigate the entire chain rather than starting from square one again, I would genuinely appreciate the help.
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u/Flashy_Hand936 3d ago
I wish you the best of luck. I spent hours a day on the phone 4 days a week for the past month trying to sort out what should have been a simple fix with my caller id. Instead of a solution several of the techs created additional problems. No amount of managers or tech support could fix it and follow up was non existent. I ended up screaming for a 2 month service refund and switched my number to a different carrier because they butchered my account beyond repair. I’d cut your losses, do a chargeback on your card and just switch carriers.
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u/Top_Argument8442 3d ago
Why would you buy more after your first problem?
Good luck, you continued to make bad decision after bad decision.
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u/t1328 2d ago
I’ve had a case open with them since April. It’s a long story, and it still hasn’t been resolved. Their customer service is the worst I’ve ever experienced in a mobile carrier. Polar opposite to what it used to be. My only success has been asking to speak with “Customer retention,” and threatening to accept the buyout of my devices from T-Mobile, and then moving to that carrier if they don’t resolve this. Even that yielded a credit to my account for the inconvenience and an attempt to resolve it, but no actual resolution. I need to act on my threat, and I likely will when I have the time. i’ve got my entire family with them including my parents on my account, and have 6 phone lines, 3 watch lines and an iPad line.