Customer Service Rep in College Place turned my transfer of 3 lines from Sprint to Verizon into a nightmare. A loyal Sprint customer since 2006 opted for the change to Verizon because of better coverage options. After spending time with the online chat near the beginning of May, and a buy one gets one free offer, I decided to transfer the final 3 phones over from Sprint. Chat agent advised me of the promotion and did mention it was an exclusive online promotion only. The online chat agent was extremely friendly and supportive of the process, my only request was to reduce my phone payments and requested a 95% down option. He explained to me that he was unable to do this and 50% was the maximum amount I was able to put down. I proceeded with the transaction of transferring 2 phones on the buy one gets one free, and bringing over an iPhone 8 which a sim card for Verizon was provided. The port process was requested with the online chat agent and phones were being sent directly to me. Out of curiosity I decided to stop in at the College Place Verizon Branch, inquiring as to whether I was able to put more down or not.
What began as a simple "Can I put more money down on the phones that have been ordered through the online exclusive offer or not?" turned into about a month-long headache incurring additional charges with Sprint for phones continuing to be used because the port had not taken care of, partial prorated charges with Verizon on phones with temporary numbers that I did not realize was going to happen. I was immediately, advised by the customer service rep, that the buy one get one free offer was not an online exclusive promo and she recommended I cancel that entire order, do not accept the delivery attempts from Fed-Express (which will be 3 attempts, plus time spent at the Fed. Express location in Tri-cities) and she will handle all of my purchases for me with the purchase of 2 iPhone XR and a sims-card for an iPhone 8 (bringing over from Sprint).
Verizon was having a difficult time with porting the phones. Multiple text messages back and forth to the customer service rep, being reassured the port had gone through and that within 2 hours the phones will receive a text message so we can finalize the porting process. Two days later still no porting accomplished. Two hours of my incredibly busy time not only as a graduate student, a fulltime teacher and mother of 2 and needing to spend time studying for my state licensing exam was spent in the Verizon store per the customer service representatives request in order to continue trying to work on the port issues.. The Verizon customer service rep reassured me that my bill will absolutely not be that amount and I will be given a credit of $280.89 once this is all accomplished. Days go by and still no port now. By Sunday, May 26th I was done with the local customer service representative in College Place and getting nowhere. I called Verizon customer service and that evening with thanks to a wonder phone rep. I was able within another 2 hours to have all lines ported over and received an email from Verizon dated May 27, 2019 2:29 a.m. stating the following.:
This email is to confirm that your requested credit/adjustment has been processed. Your current balance is $516.58, which includes credits/adjustments totaling -$160.02.
College Place employee/manager? Sent me home with documentation writing specifically what my bill will be plus my exact credit I will be getting (I have that documentation, plus all text messages between the rep and me). I sent the customer service rep a text message on Tuesday, May 28th letting her know that I finally was able to port over the numbers through customer service but was confused about the difference in credits I should be receive...She cared so much about my account that as of today, June 1st I never received a phone call in return or a text message following up with me with regards to the credit, or even acknowledge the success with the ports.
A customer should never have to put this much effort into insuring that a customer is being taken care of. It is my opinion this decision made upon behave of the local customer service rep was commission driven and in reality was not in the best interest of me as a fairly new Verizon Customer.
I need to transfer one more phone over from Sprint adding the line to my account and am terrified of this process with Verizon. To say that I am disappointed is an understatement with our local representative's lack of follow-up. While I recognize the work the College Place Representative put into my situation, a true representative would have simply answered the question originally asked and not cancel everything that had been done and restart this for the sake of commission.
Sincerely,
A very disappointed new Verizon Customer read more
