Verizon — Local services in Aurora

So I arrived there 20 min before 7pm tonight to try and get help from this phone company and after getting charged 1200.00 on a visa that was used to make 2 one time payments (on the same day within 5 minutes of each payment) months later they submitted these payments for 1500.00 & 400.00 without authorization. Upon knowledge of this transaction they stated that I set this payment up for automatic payment. Though of that was the case my bill would've been paid every month by that card without a 3 month lapse. Needless to say I've spent such an insane amount of time on the phone either chatting or waiting on hold to speak to a representative never once getting anything accomplished hence my reason to visit the store in person. I was checked in by manger whom I explained everything to, afterwards he disappeared so I waited, and waited.... watching 2 different parties enter store and get helped b4 me than once the second party was leaving dillion was escorting them to the locked door when he acknowledged me asking that I too just needed to get let out!!!! I replied "No, I'm waiting for the manager who checked me in over 25 minutes ago." He says oh, okay let me go find him......

He returns and although was informed with the information regarding my visit he insisted (reality just calling me a liar) that I could get thru to a real live person with Verizon if only I call the number. The number I've called and have waited on hold on two different lines for over 46 minutes and never getting any rep on the line. All I wanted to do was to buy two new iPhones. I spent 4 plus hours on father's day chatting with sales to place the order just to learn 5 days later that the order wasn't placed. So I spent another 2 hours re ordering them as this iPhone was the gift my father deserved from me!!!! Though sorry to be informed I was SOL, As Dillon says there Closed now and can't help me the systems are shut down!!!

I'll be paying 212.00 for on months service I got one line one 21+ phone that was suppose to be the ultra that I just learned isn't as this phone don't look anything like the 21+ultra!!! I feel beyond dooped!! It truly makes me feel worse than a sucker at a used car lot, or a customer who was sold blinker fluid at an auto...

Customer Service Auto-Pilot... I had gone in to upgrade to the iPhone XS Max and the lady who helped me walked me through a fairly easy upgrade process. The phone I wanted wasn't at the location, so I opted to have it mailed. She didn't ask where I wanted it sent, so I told her my address and mistakenly told her the wrong zip code (off by 1 digit). I then told her that was incorrect and if I should change it. She replied "it doesn't matter as long as it's going to Aurora." Fast forward to delivery day, she failed to mention it was a signature required package and that someone had to be home to sign for it- fortunately I noticed this and opted to pick up my phone at a UPS facility. However, this of course didn't happen as the zip code, which I had questioned being left as is previously, caused the phone to be returned to Verizon. After literally hours on the phone trying to find ways to intercept the package, I was finally told there was nothing Verizon could do and that my phone would be shipped days later due to it being out of stock at the warehouse. So here we are, because of lazy customer service at the front end, I am now delayed a week on receiving my purchase. Not to mention the fact the first phone rep I spoke to (Janelle) completely lied about being able to get my address corrected and the phone re-routed to me same day. The real time fix she confirmed was actually just her entering a ticket (and of course she didn't provide a reference number). Anything to get me off the phone, right?

I've generally had good service with Verizon but this particular instance and dropping of the ball at multiple points has left a very bitter taste in my mouth. And if this is a review of this particular experience, it is absolutely one star. Be sure to ask many questions to ensure you are being told the whole truth and do not trust "that everything...

Went to activate my Apple Watch and replace a line that had supported a Jetpack MiFi. The rep struggled to get the watch to get added to the existing phone number. I asked about number share to which he assured me it would be the same as adding the watch to the jetpack number. Come to find out that my Watch would not register because the line was originally created for a Jetpack and wouldn’t give me the same services than if I had just done the number share to begin with. Then the assistant manager Nancy and another rep named Dillon tried to tell me that I’d have to add a new line, pay $40 activation fee just to get the watch to work properly. Said if I wanted better help to call tech support. The store was closing an hour away from closing when I first got there and there was twenty minutes left that they could have reversed what they did so I could activate the device on my own through the app. They simply made no effort to make sure I left satisfied even after I had upgraded my line to a more expensive plan. Our family account has been active for 23 years and I’m disappointed at how poorly the cellular service has performed but more importantly how much the customer service has dwindled in the past five years. I will never go into a store for help again, the people on the phones care more about you than the people you see face to face. It’s a shame, it seems the pandemic has made customer service reps lazy and complacent. My Watch is still not registered for cell service and I have lost access to some of the most basic features now that it’s been tied to the wrong “type” of phone line. Wish they had told me that before they “forced” it onto the existing line. Thanks for abandoning a...