Customer Support Nightmare - Cannot believe it after 10 years of service

Question

TO VERIZON:
This is my fourth contact to you to make a simple plan change, at least the first person on the phone told me would be simple.  Here is a summery of what I sent via your webpage.  Please tell me who can really help me and not tell me that it was done and do nothing or promise me a return call to disappear from the face of the earth.
I have been a customer for 10 years and believe I am finished. I have spent 7 (9 now including this morning) hours trying to resolve an issue. Your representative stated they could lower my bill but due to circumstances I had to go to the store to do it. They said they would put specific notes on my account so we didn't have to spend another two hours working it out. t went to the store and spent 4 hours there with another representative who couldn't seem to figure this out until I said "forget it, I would just go to Sprint.  (That was why I called the above representative in the first place as I had already done an application and was attempting to transfer my number) Suddenly it became possible to do what the first representative stated would be easy. Another Customer witnessed the entire event. I can give you her contact info. Then I found out yesterday that after all this, they did not even bother to make the changes to my plan. They gave me "yes yes lip service" and did nothing.  I was at the store for a total of 4.5 hours.
Yesterday I contacted you again by phone(after realizing online that my plan had not been changed), a representative named Dylan said he, was going to call the store and call me back. He said they would definitely get this taken care of. It is now 8am the next day and no one has contacted me. There is clearly no one in your company that can follow through. I have already applied to both Sprint and T-Moblie and while I hate to do it. I am furious. I will be trying to make a decision today. I am so angry, I do not know if I want to stay even if they change my lines. This should be so simple, it is a change to my plan and I have wasted a day of my life and raised my blood pressure because every seems completely incompetent. At the very least, even if I leave, I want you to know why. I want a lot of people to know why.
Julie
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator

Answer 1

Julie, I have no idea what type of plan changes you are referring to but you can change your plan at anytime at http://www.verizonwireless.com under your account, under the device shown etc.
In very rare cases you will get a system message saying the transaction could not be done and to call 800-922-0204 to speak to a customer service representative. Again I have never had this issue.
If I read your missive correctly you have applied to what? There is no application to leave and port out your service to T-Mobile or Sprint or even AT&T.
All that is needed is your full account number off your billing invoice or from the My Account screen at the web portal.
You give that and your Verizon account password which normally is the last four digits of your social security number.
It can take the other provider 20 minutes or 24 hours. Once done it cancels the line account at Verizon wireless.
If you are feeling unhappy and agitated it is always best to wait an hour or longer to compose yourself and either port out or continue with other methods to get what is necessary done.
Good Luck