How do I escalate a problem??
Hi, I have been with Verizon 19 years and have never experienced anything like what I have been through the last 3 days. I have been paying for 6 lines and my latest bill was over $1,000, and Verizon is about to lose me as a customer and have an FCC complaint. I am looking for the best route to escalate my account to someone that can fix the issue with my account.
I upgraded to the 18pro through preorder....and when I tried to activate it, Verizon could not complete the activation. They say there is a "pending order" on my account that was created by mistake, but nobody can fix it. I was on the phone for 5 hours Friday, and they told me at the end of that call a case manager would be fixing the issue the next day. I never received a call. I then spent 4 hours on the phone Saturday, then 2 more hours in the Verizon store, only to be told that my line could not be activated. On top of that, they weren't able to restore my service to my previous device, which left me with no phone service at all for the entire day. I am a health care provider and this was a huge liability for me. I was told that they couldn't figure it out, and they would escalate the issue. I am on day 3 with still no resolution.
Additionally, another one of my lines cannot be activated due to the same "pending order" issue on my account. I have never missed a payment and the issue has nothing to do with me. I am still without an answer, so I tried to port the number to another carrier. Guess what....2 more hours on the phone and Verizon can't complete that process either. So....I am paying $1,000 a month to a company that I am a loyal 19 year customer, and I have 2 phone lines that are NOT CONNECTED.
Any information about who I can contact to escalate this issue is GREATLY appreciated! Thank you!