Verizon — Local services in North Myrtle Beach

In june 2023, I attempted to make an in person appointment by calling the listed phone number for the North Myrtle Beach Verizon location. Once I reached a representative, they shared that they could not make me an appointment, However they could transfer the call to the store location once I reached the second representative they shared it was the corporate line and I could not make an appointment over the phone. This call lasted 38 minutes. I then arrived at the store location at 10:30am to trade in my iPhone XR for a 14pro max promotion I had received after being a customer for 10 years. Everything appeared to be a smooth process with the representative Alex who was assisting me in the store. They then had difficulty pulling up the promotion I had received. Upon locating the promotion and attempting to process it, the wireless internet shut down for the store and the transaction was cancelled. I was then directed to begin the transaction again on my personal cellular device which was not receiving stable internet connection either. I was then directed to a back/side employee room with a desktop computer where I was allowed to log in to my account to process the transaction and halfway through the process the computer froze and therefore we powered it down manually. I finally left the store around 2pm and call the corporate phone number to explain the situation and that I wanted to get a new phone. They assured me that I would now be able to process the transaction at the store and therefore I went back inside and began the process again. Upon completing the transaction from my phone the store informed me I would then have to wait another period of time for a lockbox in their back office to unlock so they could provide the new device. Once I finally received the new device I was instructed to start the transfer process between devices which took approximately an hour. At the completion of this process the store informed me that they could not accept my device at the store as it had been done over my device and would have to be shipped via UPS/FEDEX once I received a shipping label in 10 days. I insisted that the phone be accepted at the store as I could have done the entire process from the comfort of my own home or on my own time but had spent 10:30am-5:50pm at the store attempting to get the transaction to process. They assured me that I would have to send it through UPS/FEDEX. So I left the store and eventually received a shipping label that allowed me to send the old device in. After I revived my next bill including a charge for the new device and no credit for the old device, I called back to the corporate phone line. They assured me they had received the phone and the next billing cycle would be corrected. Then the August phone bill came with no correction and I called back for a 40+ minute call which they assured me the issue was corrected. Once again in September, October, November, and now December have all been incorrect. All of my 40+ minute phone calls each of these months has resulted in assurance that the issue was corrected and a Supervisor or escalation manager would be contacting me back. Both of which have yet to occur. The last phone call I received I was informed I would be receiving a phone call back in 12/19/23 to confirm the credit for the old phone was correctly processed and applied. I’m honestly astounded with this process and am unsure of my steps moving forward. This process has been detrimental for my time, money,...

I have been to this location twice in the last month, It's extremely busy given the iPhone launch so wait times are understandable. I was recently there for 3 hours between waiting to get phone and waiting for everything to back up. I noticed one guy name Larry V. who makes an incredible impression if you pay attention to everything he does. This guy greets everyone coming in, checks them in to iPad, sets expectation of time frame to wait, took bill payments, saw him sell several car chargers and cases but kept informing those people that he had to keep checking people in while helping them. Was letting people know who was next. He was answering the phone and placing people on hold, checking people in, then going back to phone to answer questions. Sells reps were constantly going to the back of store, you could hear them laughing sounds like have a good time and Larry would go to back several times trying to keep people moving. I've never seen a person manage a busy floor as well as this kid, then a customer came in that didn't want to wait said they had a quick question, which I don't think it was and Larry explained that he needed to check her in. She threw the F-Bomb at him and Larry kept his cool and informed her very nicely that profanity was not going to resolve the issue and he would try looking at it but he had to check people in. She wanted a manager and he told her that they were dealing with other situations and it would still require a wait time, but informed her to explain the issue and he would look at it. Apparently, customer was taken care of while Larry continued to manager everything else going on. I laughed when she left and ask him if he was a manager. Larry said no with a smile "but I'm getting good practice" Hats off to Larry V. for a great attitude and doing what nobody else in that store does. He should...

My husband and I purchased 2 phones with accessories on June 20th, 2023. My rep, Buddy, was very helpful, but I discovered that he put a Verizon Internet Gateway in my bag once I got home. I had told him I was not interested in the modem, but he said it was free. I was billed for the additional line of service that had never been activated. I looked at my receipts on My Verizon, and I had clearly signed for the 2 phones and the accessories. There was a separate receipt for the Modem with a line drawn for the signature. I called customer service to disconnect the line and ask for a credit of $86.33 for the service charges. I was sent a text for a chat. Chase, the chat rep, disconnected the line, but would not credit the full amount. I explained they were fraudulent charges, but the rep and his supervisor would only offer a $25 credit. Chase suggested I call the Fraud line. The rep was unable to handle fraud that took place by an employee, so she transferred me to Verizon LTE services. She could see the modem was on a separate receipt, and the signatures were different. She could also see that the device was never activated. She filed a complaint for me, and gave me a credit for the remaining amount. I used to work for Verizon Wireless, and understand that it is difficult to meet the quotas required to keep your job, but I always did what was right for the customer. I am disgusted to be a victim of a rep who fraudulently added a line, and a company who is unwilling to make it right for the customer. I have been with Verizon for 22 years because I know the service works for me, but when it is time to renew, I will be looking elsewhere for a more...