Verizon — Local services in Largo

I went in to Verizon Cellular on Walsingham in Largo around March 21st to report suspicious activity on my account, fraudulent charges for the purchase of 2 new phones at Best Buy. I worked with Michelle, the store manager for Verizon Cellular. She researched my account, discovered the fraud and called Verizon IT and the fraud dept.

She was transferred to several techs and sometimes was stonewalled and given directives that did not make sense. Verizon IT told her they could not talk to her because she was not listed as a store manager. She called her senior management supervisor and the Verizon IT refused to talk to that person as well, because she wasn't on their manager list! Michelle kept calling Verizon IT/fraud back and remained professional through the entire frustrating ordeal. She knew exactly what information to give in order to direct their efforts. Sometimes the call was "lost" or they hung up on her.

Eventually we were transferred to Emma in the fraud department. Michelle and Emma were tenacious and would not give up. There were so many layers to sift through, opening up many rabbit holes. My personal information was changed, my passwords, our IMEI numbers, and no one had access to my account to delete the fraud and restore my account. My daughter and I were locked out of our phones.

Michelle devoted 7 hours, staying well after her shift ended to work on the problem until everything was resolved. Emma was also a great help and stayed on the phone with us for 5 of the 7 hours, reassuring me that she was not going to quit until every issue was addressed and corrected. I am so impressed with that team and so grateful to these remarkable professionals for their exemplary customer service.

I returned a few days later to get the fraudulent charges for the purchase of new phones taken off my bill and solve another problem that was preventing us from making calls. Michelle put in another 2 hours working with the fraud team again. When I received my paper bill a few weeks later, I saw my payment schedule for the next 3 years to pay for the new phones that the crooks charged to my account. I was on paperless billing for many years so it was a gift that the fraudsters changed me to a paper bill.

After my 3rd trip to Verizon on Walsingham I am now a Spectrum customer, though Michelle and Emma did everything they could. I was very disappointed with everyone else at Verizon. Thank you Michelle and...

I came in on July 8th around 6:00 PM after getting the runaround from T-Mobile. I was trying to switch over as a Metro customer, and they told me I had to call Metro to get my transfer PIN and account number. So I did what they said—sat on hold, waiting—until I realized, Why am I even doing this? This should be simple. The Metro rep could’ve literally opened their own app and pressed a few buttons. That’s all it takes.

That frustration, paired with the fact that I have anxiety—especially social anxiety—made the whole thing feel exhausting. I came into Verizon hoping for help, and Michelle completely delivered.

From the second I handed her my phone, she handled everything. No attitude, no confusion, just calm, capable support. All it took was a few taps in the Metro app, and she did it without making me feel dumb for needing help. Her vibe was super welcoming and warm, which made a huge difference for me. I usually get super tense dealing with people I don’t know, but she made it feel easy—like I could just breathe and trust her to handle it.

She was also training Tae at the time, and even with that, she never skipped a beat. Tae was great too—chill, respectful, and definitely learning from one of the best.

I came in anxious and frustrated. I left feeling relieved, respected, and honestly kind of uplifted. Five stars all the way.

P.S. Michelle’s a total rockstar. Tae’s gonna...

We have gone to this location several times and have always had the 5 star service! Logan has a great smile and always makes us feel welcome and he is ready to help us. Logan is an asset to Verizon! Brennen also helped us and we appreciate him stepping in when Logan had other customers he was taking care of.

Jan 9, 2023

Updated review, I went to see Logan at Verizon. My aunt who is elderly, was having difficulty returning a gateway Verizon product. I also had a chatted Verizon support and spoke to them on the phone after not getting anywhere with the chat and was frustrated after an 1 1/2 hours. I am not sure if there was a communication problem or may be an outsourcing problem of the staff however the issue was not resolved.

I thought to myself, I’m going to go see Logan at the local wireless Verizon store. Logan has always been so helpful, and even though I know he has nothing to do with Gateway, I figured he could probably give me some good direction. He greeted me with a smile as always and said” I am sure we get this figured out for you”. He called Verizon support, and was able to get them to understand what I was trying accomplish and we should be getting a return box authorizing the return of this product this week. I just want to thank Logan again and Verizon for...