Complaint Review: Verizon Wireless - Nationwide

In 2012, I visited Verizon Wireless in Ocala, FL and signed up for a 2 year contract and purchased a Galaxy Note II. I was promised a $199.00 cash rebate, which the sales rep processed. I never received said rebate, which was just the beginning.

I since moved from Ocala, FL to Longmeadow, MA. I contacted Verizon about the address change. I was advised 18 times during 18 different calls placed that my address would be updated and changed which never happened. 

I endured 57 calls - around an hour long, each - with various Verizon reps who never solved my issues BUT DID MAKE CHANGES TO MY PLAN AND OCNTRACT WITHOUT MY AUTHORIZATION.

In 2015, I was out of contract (or so I thought.) I called Verizon to receive the $25 Loyalty Credit. I was promised this credit, however it never showed up, resulting in another 20-something calls to customer service. Not only did I never recive said credit, my plan was apparently changed, contract extended a number of different times - WITHOUT MY AUTHORIZATION OR KNOWLEDGE - during these phone calls about the Loyalty Credit. 

I'd be told: "Yes, I'll ensure you receive the credit, I'm adding it to your statement right now." No credit was ever applied, and during many of these calls my plan was "upgraded" to a new, more expensive plan or the contract was extended by a year and in some cases 2 years.

In 2016, I realized I was contacting Verizon an average of twice a month regarding the above. I'd be promised one thing but whatever I was promised would not happen, but a plan change or a contract extension would.

In 2016, I decided to purchase a new phone. Another bad judgement call on my part. I contacted Verizon at which time Lori the rep promised I'd receive an address change (really? finally?) and my discounted device. My device was shipped to an address in another state, my plna was changed without my knowledge (again) and my card was billed $67 for "processing fees." FOR A DEVICE I HAVE NO CLUE WHERE IT IS LOCATED.

I opened an emial from Verizon showing my new phone was located in another state, so I called. I was told I'd not be held responsible for this error, however, they'd reroute the shipping. I was given a FedEx Case Number. 

I called FedEx when my phone didn't show up, and was told that the case number was invalid. (This is a case number that was texted to my phone from the Verizon Rep.) I had been given a "fake case number."

I contacted Verizon and was told thye not only had no history of the fake case number, but that they had no idea what I was talking about. There were some changes and lines changed in my plan as usual, and had billed me, however no one knew where my "new phone" happened to be. 

ON 11/25 I began communicating with Verizon about this issue, and have spent a total of 9 hours ans 12 minutes on the phone dealing with this issue since. I'd like to sue for damages, as I lost wages of $87.50 / per hour while dealing with Verizon. 

ON 11/26 I spoke ot a "manager" at Verizon who promised to resolve the issue and call me back, this never happened.

ON 11/29 I was told by Verizon that FedEx had received rerouting instructions. 

ON 11/29 FedEx rep says the tracking info and case numbers given to me from Verizon were fakes.

ON 11/29 I spoke with Verizon manager who promised to resolve the issue and contact me once it's resolved. I never heard form them again.