Verizon — Local services in Brea

This store commits FRAUD! I was alerted of that by verizon customer service when calling in to return a phone my 72 year old uncle was forced to purchase on his way from LA to Phoenix to live with my father and I.

Along the way he lost his phone and was forced to stop at this verizon as it was the closest. He still owed $500 on the lost phone and gladly paid it in order to get a replacement Samsung but was told they only had 1 google phone available for purchase. My uncle had no choice as he was traveling so paid activation fees and $500 for the previous phone. You can guess what happened next... His old phone never got paid off! They opened up a new line on his account, with a worthless Google phone that has a mind of its own and then transferred that phone to his original line with the lost phone so he never even knew he was paying for 2 lines until the double billing wasn't adding up and he asked me for help. THIS STORE TOOK ADVANTAGE OF AN ELDERLY MAN TRAVELING TO GET TO HIS FAMILY AND NEW CARDIOLOGIST IN PHX FOR THE SAKE OF AN ADDITIONAL SALE ON THEIR BOOKS, STOLE HIS MONEY BECAUSE HIS LOST PHONE NEVER GOT PAID WITH THE $500 HE PAID THEM, FRAUDULENTLY OPENED A NEW LINE OF SERVICE BECAUSE HE WAS AN EASY TARGET AND YOU BETTER BELIEVE THAT $500 NEVER MADE IT ON TO THE NEW SECRET LINE OF SERVICE THEY OPENED. Spent 3 hours and 42 minutes being transfered around on the phone with verizon and every representative I spoke with told me it was fraud but all they could do was send a request to the fraud department. FOR VERIZON TO INVESTIGATE VERIZON FOR FRAUD?!?! Gee, I wonder how that will turn out. My family has been customers of verizon for over 30 years and we will all be canceling 17 lines of service and internet if this doesn't get resolved within 24 hour or I will go to new channel 3 on your side to help me and broadcast this issue to anyone else that has older family members that are constantly targeted by this unethical business style that verizon is becoming known for. The fact that they were the ones who looked at the account and alerted me that it was fraud but refuses to correct the account by deleting the fraudulent line and take back the phone has made us all loose our trust in them. They are not who they once we're. I had a similar store associate problem of adding things that were not requested and T MOBILE customer service restored the account back it's original status and refunded every charge I had incurred due to one bad employee and they did it in under 20 minutes on the phone. Verizon wanted us to drive 348 miles back to the store to see what they could do for us. Simply unacceptable and quite honestly pitiful. VERIZON = FRAUD every rep concurred VERIZON = SORRY ABOUT YOUR LUCK TAKE YOUR PROBLEM ELSEWHERE BECAUSE YOU ARE TOO SMALL TO MAKE A NEGATIVE IMPACT ON OUR BOTTOM LINE. Well, guess what? Your retail employees are getting rid of your customers and stealing from you at the same time. Well done. Well done. If you have had a similar experience I urge you to write or copy and paste parts of this post so maybe they might do Wright by all of us unimportant little people that help put food on their tables for their families while they profile ours for the weakest link. 24 hours is the last I will wait for resolution for an old man that was targeted by thieves because he was traveling thru and new customer service would send him back to the store which is impossible. News 3, we can chat tomorrow because your voice might be more relevant for the rest of us that were shrugged off by verizon. Good luck people and...

After 23 years on Verizon Wireless, I have reached an impasse. After the company's CR line totally screwed up my plan and promotional cell order, I tried to enlist the help of the Brea store. Over the years, the Brea store was always the go to for upgrades and solving problems. Not anymore!

When I went in the Brea store this week, I was informed that they could not help me and that the CR line would have to handle the problem. When I asked how do I solve problems that the CR line kept introducing due their lack of skills and produced screen shots, the young lady told me there was nothing the store could do. This forced me to to contact the CEO executive office. What was stunning was the complete lack of empathy the young lady displayed. It was obvious she just wanted me out of there.

The executive office analyst got back to me immediately and was very helpful. Unfortunately, I have to wait for system processes to complete before things may or may not go back to normal. We shall see when I get my next bill. While my plan change should be successful finally, I am still without the promotional free phone upgrade the advertising promised and am committed to a retail installment contract I was forced sign in proceeding with the process. I am hoping this will be resolved next week.

Verizon and others are trying to automate the plan change and upgrade process completely. The bigger problem is when this process goes wrong as it did initially for me, your solution resource is the CR line. In the case of Verizon, they moved it overseas to the Philippines. While the Pilipino operators are very nice (their nature), they have to put you on hold for ten minutes at a time, every time they go to make changes in the system. It sounds like they need a good deal more training. When trying to change my plan to the new advertised plan, I ended up with four different versions on my account screens. My attempt to add an upgraded phone ended with a retail installment contract with no explanation of how the upgrade promotion process works. All of this took over five hours.

Approximately, two or three years ago I tried to change my plan to an unlimited plan. Every time CR made a change, the system changed things back to my old plan by the time I got a bill. After several months and numerous phone calls, I gave up. Therefore, this nightmare is round two.

In talking to my retiree friends at the golf course I play at every week, I found out that I am not the only one with Verizon problems. This is why some people are cancelling. I did find one person that had a good upgrade experience at another Verizon store. He walked in and they upgraded his plan, phone and transferred data. He walked out with nothing to do, but use the equipment and pay the bill. This is what my earlier experiences were like Verizon's stores.

I always loved Verizon for their great reception and excellent customer service (23 years). This has all changed with their process automation and overseas CR. The old Verizon is gone. While this mess was progressing through through its phases, I didn't get a bit of the slightest empathy from any of their employees. The worst was the young lady at the Brea Verizon store, who's attitude bordered on contempt. Since we don't have dependable resources from Verizon, we are starting to look for a replacement vendor. T Mobile keeps getting...

My wife and I are "faithfull Verizon" customers since the 90's. Our rep Lynn Nguyen attended to our needs and gave us a lot of fast words and continue to talk us into getting the Hum devices that is free because we are " faithful Verizon" customers and they were running a special for people like us. She was friendly, we admit but it was soon to be found that it was fake.

Boy we were surely taken by her friendly "helpful"words! It wasn't free! Not only did she over sell her availability on the lead time of my wife's IPhone 7 coming in, but I was witness to the conversation about getting a sell back on my wife's phone and mine ( I was talked into an iphone) as well. Well when we came to get her phone, there was no sell back because it was within 2 weeks of elgibility for an upgrade which Lynn knew and led us to believe that she could get for my wife. The other part was the lie she used to tell us that the Hum was free. We found out later that we are having to pay $10 a month and while we cancelled our hot spot to save money she used the opportunity to get money back for Verizon by talking us to taking the "free, no cost" Hum. After a long behind the door "pow wow" with her manager, Jorge came out and gave us the lowdown and with Lynn stood there totally denying what she had promised and pretty much lied. We told them to take the Hum out of our car and just took her new phone because it was such a hassle and we don't have that kind of time to mess with businesses like this. We will never step inside this store although it is just around the corner.

Her name is Lynn. If you have to go there, find someone...