Good day!
I realize this is mainly a community forum but I see there are some Verizon mods so I hope someone can escalate my issue to someone who can assist. Short story: I haven't had phone service since I moved my services from one address to another on 7/5. On top of that my world calling plan also seems to have been removed from my account. I keep being told that I am missing a phone order and people keep saying it is being added but the issue never gets resolved.
Medium length story: I moved on 7/1 and had my services moved to my new address on 7/5. On 7/5 when the tech came, he connected everything but said I didn't have a phone order in place (which I definitely did when I made the order). He said call in and it should be easy to activate. about 3 weeks later, 12-15 calls to version support, who knows how many online twitter conversations and 20+ promises of call backs or direct messages on Twitter (which I never get) and I still don't have phone service. Every conversation thus far has gone like one of these two conversations:
Conversation 1:
Verizon: Oh, I see this is a billing issue. You don't have a phone order on your account. I have to get a billing specialist on the line.
Me: Ok (waits patiently for 10 minutes)
Verizon: Oh sorry, the billing specialist needs some time to investigate. We will need to call you back. Give us the best number to reach you.
Me: Provides number.
Verizon: Ok we will call you after X time.
Me: Waits 48 hours.
Me: Calls/tweets again because no one contacts me
Conversation 2:
Verizon: Oh, you don't have a phone order on your account.
Me: Yes, I have been told this. How do we resolve the problem?
Verizon: Let me put a phone order in. Should be working in 6/8/24/28 hours.
Me: Great!
Me: Wait's 72 hours
Me: Doesn't work. Have to call back now.
I work in customer service so I am trying to be as patient as I can and work with the standard support but I am about to give up. A big no no in customer service is to tell a customer you will do something and not actually do it. Or tell a customer you need time to investigate an issue but never call them back. I'll post here and see if someone can help me. If this gets me nowhere next step is to email every Verizon executive and see if one of them takes mercy on me and puts me in contact with someone who can resolve my issue. I think I've been more than patient up to this point so it seems like I'll have to become the squeaky wheel so I can get some grease (if you know what I mean).
Hi BrainByteX,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
Start a new topic or ask questions in the open forum.
