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Horrible Verizon Prepaid Customer Support Experience and still no resolution

bpaynetrain
Miembro

My wife purchased a Samsung Galaxy S4 through the Verizon Wireless website on Monday.  She selected the All Set Plan and chose to port her existing number from Page Plus. 

On Tuesday the phone arrived but wouldn't activate.  We spend about 2 hours on the phone with 5 different Verizon customer support people and are eventually told that the number hasn't ported over and that it will be complete on Thursday at noon. 

Thursday at noon the old phone stops working, but the new phone still doesn't work.  On Thursday night, we spend another 2 hours on the phone with 4 more customer service people and we are told that the number has ported over.  The problem now is that whenever she tries to make a call she gets the Verizon Payment Center.  Customer support says we have to enter a payment for her All Set Plan.  We tell them they already billed our credit card for it when we bought the phone.  The customer service rep says she has to submit a form to have someone locate the payment. She provides a form number that starts with PH and says someone will call us back on Friday. 

Friday comes and goes and we hear nothing from Verizon. 

We call customer support back today (Saturday). We explain the situation to 1 sales rep who hangs up on us.  We call back and explain the whole situation to another sales rep.  After 20 minutes on hold he announces he has to transfer us to someone else.  10 more minutes on hold and the person who answers says she doesn't have access to prepaid accounts.  Another hold period and we get transferred to another CS rep who spends another 20 minutes "looking into it" announces she can't find any record of the form that was supposedly submitted on Thursday (even though we give her the number).  She proceeds to submit a new form (again starts with PH) and says it will be a few days.  We ask about a credit to the account so we can at least use the phone and we're told no.

Should we just dispute the charge with our credit card company?  Is there a way I can call someone in the online payments group directly without spending 2 hours on the phone with CS reps who don't know anything?

The move from Page Plus to Verizon is starting to feel like a big mistake.

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

Community Manager
Community Manager

bpaynetrain,

We understand how not having a working phone can be upsetting. You would need to reach out to our Prepay Customer Service at 888-294-6804.

RobinD_VZW

Follow us on twitter @VZWSupport

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

tamj1820
Miembro

All you get when you call customer service is someone to politely tell you that they can't help you. My situation is very similar and I have been waiting on a resolution since November 10th.

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

bpaynetrain
Miembro

RobinD - Have you ever actually tried to call that number?  Here's what happens:

"Welcome to Verizon wireless, press 1 for english"

okay no problem.

"Please enter the 10-digit phone number your calling about"

that's easy.

"To make a payment with a PIN press 1, to pay with credit card, press 2"

no, that's not what I want to do...

From this point forward, there is nothing you can do to reach customer support.  If you don't do anything or press zero to try to get to talk to person it says "we're sorry you're having trouble, goodbye" and hangs up.

The only way we've found to even talk to a customer service person is to not enter a phone number at all and then hit 2 to "activate a device".  Then we are subjected to explaining the same thing to 4 or 5 different CS reps and none of them are any help.  Every time we call it's as if no-one knew that we were having a problem and we start over from scratch.

Verizon should be embarrassed that their support is this bad.

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

SusanSch
Miembro

I've had the same experience.  Previously I had Verizon postpaid service.  It cost more but tech support was actually available and they often helped.   The opposite is true of Verizon prepaid.  The automated phone system is a waste of time and I have found that the "tech support" personnel don't know what they are doing.

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

iammaldo007
Miembro

Here it is in 2019 almost 2020 and their support is still THIS bad if not worse. Truly a mind numbing expierence to deal with anyone in verizon pre paid. I would rather get a root canal than call these people for ANYTHING.

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

Tigerstep
Novice

Imagine paying for a cheap service and having cheap support to match.

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Re: Horrible Verizon Prepaid Customer Support Experience and still no resolution

Community Manager
Community Manager

We want you to fell our unmatched cellular service is as good as our Customer Care. Please tell us what's going on.

CraigS_VZW

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