Verizon Wireless
Lost $100.00 and got blamed for it. - Contract upgrade/renewal

In the process of swapping one order by another, a Verizon Wireless sales representative called Paul Lass cancelled an active order in order to generate a new one. This was done in front on me without asking any (typical) questions about the order before proceeding with the cancellation. It happened that the active order (now cancelled by Paul) was done by using a $100.00 pre-paid visa card three days ago. Paul, who never asked before canceling, learned this only because I mentioned about the pre-paid Visa. At that moment he realized he screwed up and called the store Manager (Mike Kinney), who only came to make things worst. Mike Kinney came to me saying that nothing could be done about my $100.00 Visa given that the product (an iPhone 5s ordered) was never shipped and therefore the visa was never charged. And so, I was left there in the dark with no other option given that Mike told me that I requested to cancel the order (so it was my fault). Mike also said that they were trying to get the Visa number out of the Verizon IT department, but that it could take form 3 to 5 business days to hear from IT. When I asked him about what was the "plan B" in case IT could not do anything about it he told me he had none. He just did not stop there, he asked me to pay the $100 out of my pocket in the mean time because he felt confident that IT would be able to resolve the issue, but when I asked him to guarantee it to 100% about this, he had to admit that he couldn't. So, I waited the 5 business (it's been 17 business days already) and never heard from Mike Kinney, Paul Lass, or anyone from Verizon Wireless, not even to admit that they failed in resolving the issue. Please don't got to this store and if you see an incompetent Manager like Mike Kinney I recommend you run away, because most likely you are going to be blamed by their own stupidity.

Company: Verizon Wireless
Country: USA

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