Verizon — Local services in New York

This store is utterly a joke. Long story short 10/10 I went to change my service provider and my cell phone number was ported service disconnected, prior to verifying if my phone would even be compatible with whatever sim they were going to add. Turned out my device was locked and the sim was not supported, per the service provider the rep informed the specialist Jordan who did the port that the process of unlocking my device would take 24- 72 hours. It was then I was given a sim card no cellphone service or cell phone not even a real explanation about what the next step was. However Jorge who I believe was a Manager came over who was super defensive the entire time suggested I go to Best Buy and purchase a phone, and once my device was unlocked to return it and then come back to them so I can order a phone. Which made zero sense to me, I asked to purchase whatever phone I could at that location and he informed me it was impossible, which also made no sense as that was a store where phones can be brought right, but hey I left I ran out of patience. Same day I called Jordan gave him my email, to keep me posted on what can be done he said he will contact me still today no follow up. Next day I went back there three times which honestly was a waste. Alex another nonchalant sales rep who I also believe was a manager as well, saw me back and forth and showed no ounce of courtesy at all he wrote down his number told me call him back because he can see if he can potentially get a functioning phone for me that evening, I called also texted Alex no answer. But due to the nature of my job as a nurse I was unable to continue another day without cellphone service. After speaking to customer service over the phone I was advised to potentially go to another Verizon branch to seek help. 10/13 I went to a SoHo location and that team were nothing but LIFE SAVERS. I left with a functioning iPhone 14pro max with full service the same day. What stood out to me most was the fact that this started at the 859 Broadway location but the staff at SoHo apologized soooo much meanwhile they were not even to be blamed. I did not even get a sorry for the inconvenience or sorry that we were unable to help at this location. 10/15 I noticed my phone was finally unlocked. 10/16 I went back to SoHo sales rep ordered the iPhone 15 pro max 512GB for me 10/18 I received the phone. Save your time don’t even bother nothing but incompetent staff at this location...

Two years ago, I visited the Verizon store at Barclays to request the disconnection of a phone line. At that time, the representative assured me the line had been disconnected. Despite this assurance, Verizon has continued to charge me monthly for the line, accumulating charges totaling over $2,500.

Throughout these two years, I have repeatedly reached out to Verizon to resolve this matter. Multiple phone conversations with customer service representatives resulted in assurances that the issue had been addressed, yet the charges persisted. I also attempted to resolve the issue using the Verizon app, again without success.

Additionally, I have visited Verizon stores twice more to address this issue, most recently last Thursday at the Union Square location. There, I spoke directly with a manager who instructed me to call customer service in their presence, initially explaining the situation on my behalf. During that interaction, I was once again promised the charges would cease and was told explicitly that detailed notes about my situation had been recorded since no previous representatives had done so. They also indicated that someone would reach out to discuss compensation.

However, no representative contacted me following this visit, and I was charged again on my latest billing cycle. Today, I reached out via messaging through Verizon's 899000 number connected via their app. I communicated with representatives named Jessica, Riyu, and Maggie. Each one explicitly assured me they would resolve the matter, yet each subsequently left the conversation abruptly and without notice, requiring me to repeatedly restart my explanation with each new representative. I just spoke to a supervisor named Anna and she did the exact same thing. So apparently the incompetence is at numerous levels and across different roles.

Furthermore, I discovered today that, contrary to the assurances given by the manager at the Union Square Verizon store, no notes had been entered into the system documenting my previous interactions or the ongoing issue.

This continued lack of accountability and ineffective customer support is both incompetent and unacceptable. The persistent incorrect billing of over $2,500 across two years, despite numerous attempts to resolve this issue, has significantly impacted me both financially...

This is my very first time reviewing ANYTHING on Google, but I think it important Verizon knows how their only retail store in a 50 block radius is setting fire to the sinking ship that is Verizon Wireless. Verizon was once very trusted company that excelled in customer service. However, judging by the make up of the employees working at this location (save for the security guard) Verizon KNOWS theyre on their way out and train their employees to take advantage of and charge whoever comes through their door with anything and everything the customer will agree or be swindled into paying for. i can go into descriptive detail in regards to my visit to this location today; how I came in with my 4 year old child without a phone, perhaps too honest in regards to my technological illiteracy.. but to make a long story short, I came into this location with a phone I had purchased from Best Buy, looking just to activate it, which they did with no problem. However, after I paid the activation and monthly fee, I was given the sim card OUTSIDE of the phone i brought in to be activated, and was told that i had purchased a locked phone and 'all id have to do is return it for an unlocked phone at best buy" which was not at ALL how it went, bc the phone was purchased earlier that day from a third party as a gift for me, and though i had the receipt, i didnt have the box and unlocked phones are entirely different phones altogether. why would a Verizon wireless 'specialist' charge me to activate a phone that couldnt be activated? i was going to go back in, after i went back to best buy and realized what i was advised by Verizon to do and how fcking backwards it was, but what would i ACTUALLY get out of it? Only tookover 2 hours and $60 to learn that Verizon is a dead company- and they waived a $35 activation fee i noticed another customer quietly oblige to pay. maybe bc they didnt ACTUALLY activate ANYTHING, just charged me for the month good ol 'prepaid'.. better find a phone to put this card in before my 28 days is up 🥴 Give them your business at your own risk! They give no...