Verizon — Local services in Bulverde

Derek is very good at his job and very knowledgeable. Unfortunately, this is an “Authorized Retailer” & not a Corporate Verizon Store. Therefore, they “are only able to contact customer service”. There is “nothing they can do”. They will always “put notes in the system”. I regret my decision to switch carriers on “Black Friday” 2022. I brought multiple lines over from AT&T because of all the “bundle deals” Verizon was offering. I have been extremely patient throughout this whole process but it has come a climax tonight with me now receiving a collection notice in the mail for an account that was “erroneously” created when I transferred my service in November. Their “system” created 3 accounts because Derek said he had to do it that way, but he would “fix it”. I have made multiple visits to the physical store, waited on hold with customer service, and all the while being told “I’ll take care of it”. There comes a point where you just have to say enough is enough. If you have a “complicated” account - meaning multiple lines that qualify for multiple “deals” - TRUST me…it is NOT worth it it!! They CAN’T deliver on their promise because the “system” messed up. I haven’t even mentioned the fact that I STILL have not received the beats earbuds that were “free” in the bundle. I fully understand that the typical transaction does not consist of 10+ devices, but if the “system” cannot process it correctly, Verizon should have a manual override that SOMEONE in the company can fix. Unfortunately Derek is associated with this, but I wish it didn’t go down this way. He was very helpful & believable throughout this process. He is just unable to deliver on his promises because Verizon isn’t capable of basic and common sense...

We are left wondering does this violate the Russell Cellular and Verizon company ethics policy when their employee communicates with customers rudely and are unhelpful?

My sister went in today to the Verizon store in Spring Branch, TX to get help for our 80 year old mom's phone. She walked in and asked for help and Matt was abrupt and rude and told her that she could find the information online. She tried to explain to him we had been in the week before and Derrick told us just to bring the phone back in and he would be happy to help us. He again told her the information was online. We were disappointed because Derrick had been so willing to help us and Matt was unwilling to provide the same level of customer service. Curious, why Matt chose not to take advantage of opportunities to educate customer. Matt then made a rude comment about how our mom’s phone was probably due for an upgrade. Next my sister asked for the managers name and Matt told her he was the manager, so she asked for the District Managers name. Matt said, there was none. So not only was Matt unhelpful to help with our 80 year old mom's phone, he lied to us.

Next we had a nice conversation with the Russell Cellular customer service line and are still waiting on a call from the district manager.

Thank you Greg for reaching out and to Derrick for reaching out to make things right. We...

Came in 3 times in a matter of a few days. Had just moved back to Texas from Kansas and was wanting to change from a prepay plan and get a new phone. I had 2 more weeks on my plan so Derek advised me to wait so I didn’t double pay getting a new phone. Then my phone got hacked very severely by a Samsung email account. I returned to the store and Derek was able to close out the Samsung email account. Came back a 3rd time because I was still having trouble with the phone, and told him to just set me up with a new phone - to heck with the remaining prepay plan!

I didn’t want to get another Samsung phone, and I didn’t want to get a Google phone, because I don’t agree with their politics, so that left me with switching to and purchasing an iPhone 14. That was a big adjustment!!

I called Derek a couple of times to have him help me through voicemail and other things that were new to me on the iPhone. Derek was always very nice and helpful. I told him if I was going to have to keep coming up to the Verizon store for help, he was going to have to give...