Verizon — Local services in Casselberry

The individual Robert C., discriminated against me, either because of my race, appearance, or his assumption that I was of a low socioeconomic class. I initially asked Robert to activate an ESIM prepaid account. Immediately, once I said this, he was hesitant and aggressive towards me. Stating he thought it was “suspicious and weird” I wanted to activate a virtual sim card. He started to intensively question me and my ‘true intentions’ behind wanting to activate the prepaid account. He would ask me a question, cut me off in the middle of my response, and then raise his tone.

At this moment, I was confused and taken aback. I didn’t understand what he was trying to accuse me of. He then stated, “let me guess, you want to activate for someone else? Well, we don’t do that here. This is a 3rd party. You can go to corporate for that.” He then – proudly and blatantly- accused me of a crime, within the first 3 to 4 minutes of our interaction. He told me I was ‘suspicious’ and ‘weird’, and he knew I was trying to commit fraud. But, I wonder what made me suspicious? Was it the color of my skin? The style of my clothing? Because within 5 minutes of him greeting and addressing me, he then refused to service me. I tried to communicate that I was feeling incredibly uncomfortable, anxious, and discriminated against. He then walked away, stuck his hand out and pointed to his African American coworker, and told him to work with me instead.

Robert then, went to the back room and did not come out the entire time I was there. Never stepping back on the floor to apologize or take accountability. Even though there were other customers to be serviced, he remained in the back and allowed his coworker to deal with, not only an escalation he created, but also the additional customers entering through the door needing to be serviced. How unprofessional, inconsiderate, and inappropriate to say the least.

Finally, I must add the reasoning for activating the prepaid. Which, by the way, Robert never let me explain. He walked away before I could tell him why I needed this prepaid for my friend. I want to explain now that I have the opportunity. My friend was horribly affected by the hurricane this week. Due to this natural disaster, the electricity completely went out where he lives, Augusta, Georgia. My friend has T-Mobile, but the service had not been working. I live in Florida and thankfully we were not as affected. He entrusted and relied on me to activate this plan with Verizon for him so he could communicate with his loved ones and travel safely. Robert judged and labeled me as a black fraudulent girl trying to break the law and commit a crime all within 2 minutes on meeting me. I never thought I would experience this. I am doing my best to report Robert on as many platforms and channels as I can because this needs to be addressed as other diverse customers are at risk of experiencing this. Also, if you want something simple like a prepaid, you may be discriminated against for not spending hundreds of dollars on postpaid services. You may be seen as low or poor and therefore, not worth Robert’s time and commissions.

Thankfully, the kind representative Abraham helped me. Abraham activated the account and even told me he has family that was badly affected by the hurricane, so he understood. He apologized for Robert and the way I was treated. He addressed my feelings and could see how shaken up and shocked I was. I was so anxious I was physically shaking. It was a highly stressful situation, and it shouldn’t have been. I was just trying to help a friend in the midst of a natural disaster. I am just happy that even though Robert rudely passed me off – uncaring of what his coworker was occupied with- Abraham still, gracefully and immediately accepted to help me and was responsible and mindful in his approach. I was able to activate the prepaid and my friends phone works great with the service. Now, he can communicate safely...

Everyone there is really nice, but most sales people are. They are driven by money and this a commission only store. They may not have YOUR best interests in mind.

My biggest complaints are that you need to do a good amount of homework before going in to make sure that you are getting the correct information as well as watch out for the extra setup fee that is slid in on every device that they work on.

We have been going into this location for a couple of years thinking that it was an actual Verizon store, but it is not. Because of this they might be limited on some of the things they can actually do and may not have the correct information about plans, services, and/or discounts. We have been told that we could do certain things and would qualify for others only to find out after speaking with Verizon Customer Service that we couldn't. Research the locations and get some initial information on the plans. The whole experience felt like being at a car dealership and we all know how that is.

On to the setup fee. When we upgraded our phones and purchased some new apple watches and ipads for our kids the salesperson just started opening up boxes and setting everything up. My wife and I thought, "Wow, this is great service". That service comes with a price. $40 per device for them to open up boxes, turn on the device, and set up a transfer. I know that some people might need this kind of service, but IF we had been told that it was $40 per device I would have opted out and just taken care of it myself. Instead it was just done then you get a huge bill at the end. Some might think that this is just a normal fee, but remember that you are also paying Verizon $35 to activate each device. So your new devices carry an initial $75 cost for...

In response to Mrs. Mysha T, a sales representative who was working at that store at the time of this incident, having known Rob personally in and out of the work place this by far the most outlandish statement I have ever heard someone make when the accusations made against someone who was being professional by doing the job to make sure he has the facts before proceeding with a deal. This being said the sales representative (Robert) did not get argumentative or make accusations/discriminate against race or gender. A woman such as yourself seems very educated having said that you’ve worked for T-Mobile in the past knowing that it is standard procedure to ask questions if you’re trying to activate a phone under someone else’s name. He offered you to work with Abraham because you were telling him he was discriminating and yelling at him, the review you left was far from accurate. If you choose to leave a review please make sure you give the right details before slandering someone who didn’t deserve it at all thank you so much and have a beautiful day. The team I worked for was highly professional with all of their customers, please take the time to get to know them before writing the reviews, we all wanted what was best for everybody we served. Thank you guys so much for taking time to...