I placed an order on Monday, October 22 on the internet to add a line to my account and a phone that was free with the Internet offer. I had not received a response except "pending" in my E-mail so I called on Tuesday for a status on my credit report. I was informed by that representative that seeing in my account how I had put down a $400 security deposit in May and that my payments were on time for the past 5 months, it should be no problem adding another line.
I called today after not receiving a response since Monday regarding the status. I need this line by Monday, 10/29 for a very important business purpose. I expressed the urgency and inquired about the status of the pending for credit verification. I spoke with a sales representative who called the credit department and came back to tell me that I cannot add the phone line without placing another $400 security deposit. She also said this was because I hadn't reached 6 months yet in the contract. I am less than one month from six months and I offered to pay my bill two months in advance, but I can not put $400 into an account to sit dormant for another 12 months.instead of connecting me to a supervisor, she directed me back to the sales department saying that they were the ones who could authorize an exception. This was after I was on the phone with her for 15 minutes.
I called the sales department from my cell phone after I had been placed on hold for several minutes where I had to wait over 10 minutes for a sales representative to tell me the opposite of the one prior. He said that he's not authorized to make those decisions, but the Credit Department does. I again stressed my willingness to pay two months in advance just to allow me to get the phone just a few weeks before my six month mark as it was urgent. I also asked if there was anyone else I could speak to and I was denied.
They made me feel like I was not a valued customer, and did not offer any other solutions. I explained to the representative that I may have to cancel my contract and he made no effort to make me feel like he actually valued my business, though he was very professional on the phone. I do not agree with their policy in this instance especially since I offered to pay 2 months ahead of time. Otherwise I would have been paying Verizon almost another $600 within a six month period just to add a phone line. I am extremely disappointed with the service provided to me today. Also, they have put me in a further bind because no one there had the courtesy to notify me of my credit results via E-mail as implied on their confirmation page, but I had to call them and speak with 3 different people for over an hour to receive no results.
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