Ordered 2 new phones from Verizon Wireless online 8/27. Was told by online customer service while checking out that the new phones would be on my existing account and have my existing numbers. 9/8 Received phones. Verizon Wireless made a mistake and created a new account and new numbers. 9/8 called customer service. They could not change phones to use existing account and I had to send phones back and said they would close the account and credit all charges on bad account. 9/9 I sent phones back via Fedex. 9/13 Fedex tracking they received phones in Returns Department and 9/13 I received replacement phones on existing account with existing number. Received letters from Returns they received phones (dated 9/17) and would be credited. Received bill dated 10/2 for $186.65 on account that should have been credited to 0 balance and closed. 9/20 received "past due" bill on account that should have been closed for $869.16. On 9/20 I called Verizon Wireless customer service again. Spoke with Tracy at extension 2136. She said she submitted the necessary request and would call me back next day. Never got call back. Received bill 10/21 for $944.94 as "past due". Called customer service again. Spoke with Nicole (extension 2777). Was told previous request was denied by a supervisor and she submitted again and would call me back next day. Never got call back. 10/22 received late notice in mail from Verizon Wireless Customer Financial Services. Called 10 minutes before their closing time. No answer. Tried again. No answer. Called customer service again. Eventually talked to a supervisor Chris. Claimed people in warehouse messed up and never credited account. He was no help and could not resolve the issue. 10/23 10:00AM called Verizon Wireless Customer Financial Services. After almost 1.5 hours of being on the phone with them, a superior in the financial services, multiple customer service people, and multiple customer service supervisors, no one could get this resolved. I'm posting this to let others know that they should avoid Verizon because their customer service is poorly trained and nothing more than scripted warm bodies to push off the problem until someone else actually might get around to looking at the problem. Verizon's internal company structure is terrible when it comes to getting anything done or getting the right person to talk to on the phone.
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