Verizon — Local services in Washington

After buying a service plan for my new iPhone in the store on Barrack's Row, transferring from another carrier, I was told by the service rep that my existing phone number had been successfully "ported" to the phone and I was all set. In 20 mins or so everything would take affect. The following day the number had yet to actually be transferred, so I returned to the store. The rep was unable to trouble-shoot the problem and called the corporate Verizon tech staff. Over an hour later... problem not solved, I was forced to leave to return to work. I reluctantly returned a few days later and again the store rep called on the Verizon tech staff to help. Nearly 90 minutes later!!! after the rep listened to some opera songs from his own phone, and talked about his budding opera career, his girlfriend, and a number of other unrelated and unprofessional topics of concern to him alone, the store's rep informed me that he had to "peace out", that his shift was over and that another rep would be in shortly to try and help me. Doing absolutely everything I could to remain calm, I asked the young man to close my account and return my money, as they clearly couldn't solve the problem, at least not in a reasonable amount of time. He said that he couldn't do that, and that if I left the store, my number might be "lost in the system forever", that I wouldn't even be able to get Verizon to release my number so that I could return to my previous carrier. I was enraged. I raised my voice only slighty, however, telling him that this was of course unacceptable. He raised his voice even more, becoming quite rude. When I therefore asked to speak to the owner, that he call him, he refused. I asked that he then have the owner call me. He said that he would. No one ever caled. I have now had a Verizon account for a month, yet they still cannot manage to transfer my old number to the new line. The technical difficulties are frustrating, but the attitude and behavior of the store's representative was infuriating. He was pretentious, preoccupied, ineffective, irresponsible, and very discourteous. And his leaving me, the customer, in the middle of a call to his corporate tech staff, without even having yet been replaced on the floor, leaving me to hold the bag, to take over the call... should result in his termination. As a DC business owner I say to the Wireless Zone ownership, this young man is giving a you a very,...

This is my neighborhood Verizon store. I typically go to the Apple Store for issues with my phone or call Verizon customer service, but today I was walking by so I decided to go inside to upgrade my phone. I was a little surprised that I wasn’t immediately greeted when I walked in. However, I was greeted after a couple of minutes standing inside. I thought the interaction was fine overall while inside the store as I was upgrading my phone. I went over all of the things that I didn’t want in my package with the upgrade. I specifically declined Verizon Mobile Protection and Hotspot service at the store and the rep confirmed, even repeating it back to me. I even asked for instructions on returning my old phone due to the early upgrade and the rep confirmed that I only needed to take it to the UPS store with the shipping label and they’ll pack up the phone and handle the rest. To my surprise, the UPS store charged me to box up the phone. While the purchase price was minimal, I was taken aback that the rep gave me incorrect advice and I felt weird handing and unboxed phone to the UPS rep. I hope my phone gets to its destination without damage.

I really enjoy the new phone so I was checking out all of the perks and features I received online. But I noticed that Verizon Mobile Protection and a 100 GB hotspot was added to my account. So I called to customer service to confirm. I was very disappointed to learn that the rep added both of those services to my account after explicitly telling him no. Very disappointed in this experience. Next time, I’ll call in to make any changes to my account because I know that all of those interactions are tracked...

On April 21, 2025, I purchased a brand new iPhone 16 Pro Max and returned it on April 22, 2025, at approximately 3 PM. When I started the return process, there was an issue with the restocking fee amount. Rajesh C. insisted that the fee was over $100, but I had done my research and opened the relevant link to show him that, in fine print on the Verizon website, the restocking fee is actually $50. After this, I received my return receipt for the phone.

Fast forward about a month: I started receiving emails and mail stating that I had an outstanding balance for a service/phone I no longer had. I called Verizon customer service about this issue, and they informed me that it showed I didn’t have a return in the system.

After hearing that, I visited the store to resolve the matter. However, each time I went to the storefront, there was always an excuse or an issue with the system that prevented them from solving the problem. I visited the store about three times. Eventually, I became so frustrated that I left it alone, hoping the owner, who said he would submit a help ticket, would do his job.

Fast forward to October: I checked my monthly credit report and discovered a collection from Verizon with an outstanding balance of $1,300 for an iPhone I do not have. To make matters worse, my credit score took a hit of 122 points due to this poor management and unprofessionalism. At this rate, in October, this matter should have been resolved; it seems to me this is theft.

I’ve opened up an investigation with Verizon for this matter and disputed the collections with...