Verizon — Local services in Washington

I bought a phone from Adan At the Verizon store on F St. and 12th NW. DC. They seemed very nice and the store until my phone didn’t work which is an iPhone X 11X Pro Max. I turned on the existing update and it cycle for an hour and 10 minutes which is never happened since 2004 on any of my iPhones. I took the phone back to the Verizon store at that same location and Joseph was a rude he was behind the counter told me to be a $50 charge to swap out my phone but that they didn’t even have any more iPhone 11. Then I spoke to Antonio who would even help me because he said I offended him and I’m trying to still figure out how I offended him. I asked who are the manager who happened to be Charlie Kulu. I told him how rude Joseph and Antonio we’re.. Nobody would help me and I had to wait in line for about 25 minutes which shouldn’t happened because the phone was defective and they should’ve taken care of me first, According to Jenna at the corporate office at Verizon.

Finally, a very nice lady at the same Verizon store named Judy turned my phone back on but I asked for a new phone because this phone is not working-correctly.

Charlie, the manager said he would order me a new iPhone 11 Pro Max, but when I called the corporate office and spoke to Jenna she said there’s no order for a new phone for me so Charlie lied. It’s almost like they’re used car salesman but in a Verizon store

I asked for my trade-in to be given back to me so I can get out of my contract with Verizon because you have 14 days to do so. They didn’t know what happened to my phone they think it might’ve been sent back to the company but they’re not sure. Their attention to detail is horrendous. So now I’m stuck at Verizon...

Absolutely terrible service--staff members were quite rude to me and actually ignored me after they decided they didn't want to help. I was locked out of my account due to someone else on the account making a mistake. Verizon customer service (the 1st time) on the phone wasn't able to help me, but they said the nearest store would be able to help me in-person.

I walked in and sought help at the front desk. I explained my situation of being locked out of my account and was immediately dismissed. I wasn't authorized and that was the end of it, though I was assured on the phone that I'd only be able to reactivate my line in-person. I even told them what I was told on the phone and asked if they could call and ask. I thought maybe they were contacting corporate or something, but it turns out that the girl was maybe just texting her friend? They didn't even want to help, which makes sense, since the two staff members were distracted on their phones and talking very loudly (essentially shouting) to another worker in the back about when someone was going to pick up an order. I'm right there, why was I not getting any help? Anyway, the lady was quite rude (and the guy just didn't care) and dismissive and essentially had no sympathy for my situation. Very unprofessional, I guess I just got unlucky with the visit. It sounds like they're nicer to other customers :(

Luckily, Verizon customer service (2nd time on the phone) was able to escalate my situation and take care of it...

I came to the Verizon corporate store on F Street NW on 5/7/25 around noon to update my legal name and gender, as instructed by Verizon’s corporate support. I brought my updated government-issued ID and court order for my name change.

The man helping me (a Black gentleman working at that time) refused to accept my new ID and insisted I show my old, invalid ID—something no one should be forced to do after a legal name change. He then falsely claimed that this store couldn’t help with home internet services and told me to call the Wisconsin Avenue location, saying they were the only ones in DC who could assist.

When I called the Wisconsin Avenue store, they told me they’re an authorized dealer—not corporate—and that the F Street store absolutely can handle home internet and account updates like mine. They confirmed I was misinformed and misdirected.

This experience was deeply frustrating and, frankly, felt discriminatory. I followed all the right steps, brought all the correct documents, and was still dismissed and disrespected. Verizon needs to do better, especially for trans customers navigating sensitive...