A Verizon horror story - advice

CreatureNabi — Wed, 27 Sep 2023 13:05:33 GMT

Hi, I've been trying to go through the stickies but its a bit overwhelming on where I should start.

The TLR is that I ordered a service through Verizon, never recieved the service (although it was apparantely being provided), and was billed and dinged for it. I would love advice. I actually feel paralyzed by rage into inaction. Maybe I just need someone to tell me to let it go.

My Objective: Move my mobile phone number from ATT to Verizon.

Tue June 27th 2023: Contacted Verizon (online chat) to create account and move my number from ATT to Verizon.
Verizon service rep opens a new account for me, has me sign an online form, click submit, form crashes.
Repeat signing this online form 3 times, crashes each time. Service rep writes, don't worry about it, I can do it a different way.
Total spent 3 hours on chat with Verizon rep before concluding. Was issued a termporary Verizon phone number through email.

Tue July 4th 2023: Contacted ATT, recived transfer PIN to port number to Verizon.

Wed July 5th 2023: Use Verizon online tools with transfer PIN received from ATT to port my number to Verizon. Use my number and PIN, failed. Use Verizon temp number and PIN, failed.
Called Verizon, followed menu, didn't recognize/accept my temp number issued by Verizon, didn't recognize my ATT number. Tried to register and create an online Verizon account with the temporary number issued by Verizon, didn't work.
Wasted another 3 hours with Verizon, my account wasn't being recognized. Extreme frustration. Decide to give up and stay with ATT.

Thur July 20th 2023: On vacation in Canada, my phone stops working.

Mon July 24th 2023: Phone ATT about phone issue, my phone was reported as stolen. They restore my service.

Mon August 7th 2023: Received my first two bills from Verizon at the same time. One for $103.47 dated July 25th 2023, one dated July 28th threatening collection agency. (apparantely I do have an account with them).

Tue August 8th 2023: My phone service stops working again despite being paid in full with ATT. Call again, find out Verizon is reporting my phone as stolen. ATT restored phone service again.

Wed August 16th 2023: Received a debt collector letter dated Aug 12 2023, from "Convergent" for $103.47.

Thu August 17th 2023: Call Convergent and pay the bill. Explain the situation, they didn't seem to care.

Tue Sept 5th 2023: Lose cell phone coverage with ATT again. Miss important call regarding upcoming surgery, other appointments.

Thur Sept 7th 2023: Call ATT to restore service, they say I have to resolve with Verizon, they reported my phone as stolen again.
Extremely frustrating day talked to 5 Verizon reps, and one visit to Verizon store. No resolution until I was transfered to the Verizon fraud prevention team where they de-blacklisted my device.
Called ATT and restored my service.

Friday Sept 8th 2023: Receive notification that my credit score has fallen from 830 to 704.

Re: A Verizon horror story - advice

FireMedic1 — Wed, 27 Sep 2023 15:24:32 GMT

Why not go by a (real) store and forget chat. If you want to go with Verizon. Hopefully you kept the chats. Explain the situation and see what the store manager can do. It appears Convergent went out of business. All pages are 404. TSI seems to be the new company that took over.

Re: A Verizon horror story - advice

GreatLife — Wed, 27 Sep 2023 18:12:37 GMT

Retail store employees won't have the necessary knowledge base or systems access to successfully resolve your concerns. Call 800-922-0204 and when prompted input the temporary VZW number - or anything needed to get a live rep in ANY dept on the phone. Whatever is the conversation, your goal is to obtain contact information for requesting direct intervention & assistance from the Executive Relations Team. You need someone with authority to fix the errant billing, issue appropriate refund(s), send correction CR updates, recall any active/closed/dormant CO or CA data. They should also verify the temporary number was permanently cancelled in VZW billing systems, and the ATT port request was formally cancelled in FCC numbering plan administrator database.

*Timeline captured within your original post, the temporary VZW number, your ATT number, and any needed personal info should suffice to get resolution actions in motion.

This appears to be a very fixable situation once the ER staff is engaged.

Best Wishes

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A Verizon horror story - advice

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Re: A Verizon horror story - advice