It’s never fun to be taken advantage by a big box business. Or to have a company shove you in a virtual corner and basically rob you and all the while you are just hoping they do the right thing and stop being a-holes.
So what happened? Verizon Wireless had a BOGO offer on iPhone 8’s. We didn’t want to upgrade to an 8 we wanted the X. Our phones had lasted us forever and we figured why upgrade to phones that were already being outdated. I asked about getting the upgrade towards an X instead of an 8. Seemed easy peezy. I was told I’d have to get a new line but they’d just transfer over our old phone number to the new line and drop one of our old lines. I was told this by chat, phone and salesman at time of purchase.
Cool. So we give up our old phones. Get shiny new ones. Come home and rep says nope. Can’t do it. WTF. So now what???? We are trapped? I’m feeling like R.Kelly in a really really small dark closet and I just want the efff outta here. So lets get this fixed. Speak to a supervisor, he’s gonna take care of everything. No worries. Awesome we are on track. I start feeling those little hearts again for Verizon dancing around.
It’s been a few months and I notice my bill….. so yeah. We’ve had a new grandbaby come into the family. I have automatic payments. But this month I notice our bill has gone up. I see that my credit from the BOGO has been removed along with the (4th) line. I chat to customer service and they are just useless. I email the rep all of my original chat conversation. She tells me it’s going to be 24-48 hours to have everything reviewed.
I’m patient. No big deal right. I’m gonna have a cell phone tomorrow and a bill next month. But here we are today more than 2 weeks have passed and nothing. Not even crickets. So I call. This guy loves the hold button and exercises it frequently during our call. I don’t think he ever actually talked to anyone. I mean, I too have a hold button and know how to use it. He said there was no supervisors for me to speak to. So yeah, he’s working unsupervised. By how this conversation is going, that’s a scary thing.
But the most entertaining thing is he tells me I have to write a letter. A letter to correspondence. To an address that he can’t tell me. That’s right folks. I’m writing a freaking letter to an address that must not be named. I don’t know if this sounds familiar to you but do you remember Voldem….. oh no. I better not say that either.
However after more than 4 months of waiting for the right thing to get done. I’m all out of waiting. Don’t get me wrong. I don’t want something for nothing. I pay a pretty penny to a part of the Verizon network. I only want what they told me. Apparently that is way too much to ask from them. I feel like I’m living in a joke. Today was the last straw. When the rep told me I had to now write a letter and told me he couldn’t tell me the address. I won’t lie. I lost my cool. I had to ask him, if I was getting punk’d. Like I totally feel it was a legit real question at that point. Don’t you?
Can you image being told you have to write a letter to an address but I won’t tell you the address. But hey, girl hey, lemme tell you where it is online. So I wrote a letter to the address that cannot be named. I also am sharing that letter here. I am also sharing my chat notes because maybe I’m losing my freaking mind. I could be on a real short path to that after today.
UPDATE: I HAVE NOW ADDED THE AUDIO FOR MY CONTACTS WIH VERIZON. I tried to be as understanding and as patient as I could be but after now too many contacts with them to try to rectify this they refuse to do what is right by me as a customer. So I will continue to share my story. I hope this gets picked up and at minimal serves as a warning to everyone. DO NOT TRUST THEM.
This is the 2nd Rep prepurchase/upgrade that advises we can receive a credit from there BOGO promo and just transfer our old number to the new line and drop the old line.
This is a snippet of the salesman in the store at our time of purchase. This was very brief and quick as he was in the process of taking our old phones away and we were supposed to be resetting them. He also confirms the same thing the prior 2 reps (via chat and phone) had about our eligibility for the promo and availability to cancel the line.
This the supervisor I talked to on 2/9/18 after we returned home from purchasing/upgrading the new phones on the promo. I escalated to a supervisor after speaking to a rep (shame on me for not recording that-I only have the escalation) who was the first to advise me that the other 3 agents for Verizon gave me wrong information. ****** On a S/N I was told today 7/11/18 by Edward another company rep (because I’ve been posting this blog on their FB page they called me) that supervisors are IRRELEVANT. Yes, you read that right IRRELEVANT. His call, and others, will be added tomorrow, as today, I am tired.