Verizon — Local services in Westfield

This store has caused me so many problems and wasted so much of my time. My MIL and I went in to ask questions about upgrading our phones and possibly changing our plan. We had been looking into other carriers but told them we wanted to see what they could give us as the best offer since we have been customers for 20+ years.

Long story short everything we were sold was inaccurate. I was charged fees I was told I would not be charged, I didn't get to keep Disney Plus when I was told I would be able to, and was told a price for my phone per month but in reality, it was over double that price. Hours with customer support figuring out what really was purchased and some credits on my account somewhat helped that situation although not completely...but then my next bill came out. When I looked at the breakdown of it, it was incorrect. They prorated my old plan and the amount was wrong. Yes, I had credits on the account, but that was for the other issues. The prorated amount was wrong.

My MIL took both the current bill and our previous bill into the store to talk with the manager. At this point, we had spent 10+ hours with this. She talked to the manager and then called me and handed him the phone. I explained the situation again. He did not listen but kept going back to the credits received already. He kept asking me what I wanted and I explained I want the bill to be correct.

I didn't feel listened to or understood and at one point interrupted him and said, "Sir, you are really starting to frustrate me." He responded by hanging up on me and telling my MIL he wouldn't put up with being talked to that way.

I told my MIL I needed his name and his boss's contact, but he said we would need to call customer support to get that and refused. He told my MIL he would call customer support and call us back. He texted her and said customer support confirmed he was right. She and I both had been on a 3-way call with them when we received the credits and we were told what the credits were for and none of them were for the plan mistakes.

I felt that we were fed incorrect information from the time we stepped into the store, and when we went to the manager he didn't listen or try to rectify the situation his store caused. I will never deal with this store again and will spend the time to contact the needed people to file a formal complaint. Unfortunately because one associate, Brandon was amazingly helpful, joyful, and a delight...

e’s what happened...

We went to the location below to upgrade 2 iPhones...

3300 E State Rd 32 Unit B Westfield, IN 46074

As we were purchasing, Alexis (manager) told us they had moved stores recently and there had been problems with UPS deliveries, however we wouldn’t have to worry since it WILL be shipping FedEx. I had the tracking for both shipments... one was FedEx.. the other.. you guessed it.. UPS. On the day of delivery, the tracking stated that the UPS delivery was being shipped back to the sender due to wrong address. It doesn’t end there. first we tried calling and Trevor the employee said well, you were warned. The first suggestion was a refund, however the manager later told us we could not get a refund nor pick up the phone that was delivered by FedEx. We tried calling three times that day and each time the manager said she was with a customer and couldn’t help (guess we aren’t customers). That night, she assured us the phone will be there same night as the district manager was picking it up right now. Without calling us back, it never arrived. She assured she would call back in the morning and let us know what was happening. She never did. We called at noon the next day, she said the district manager was seeing what they can do and she called back. She never did. A day later, she said she would order another phone but didn’t know what carrier or when it would be here. Frustrated, but polite throughout the whole experience, I called customer service at Verizon. I didn’t want anything other than to file a complaint, but he offered to overnight a phone and waive the upgrade fees. I wanted to wait until a refund had been given to me even though I’ve been refused already. I spoke with the manager about this, she denied that any of these things are possible. We currently have no apologies, no phones, no tracking, and the money has already come out of my bank account. She said she would call us today, but lo and behold, she’s off. It’s been six days.

Update: verion wireless customer service had us on a 3 way call and you would be shocked at how I was talked to on the phone.... issue still...

I chose to go into this store because of the smaller size. Brandt greeted me promptly. He was courteous, very knowledgeable, and very patient. He solved the complicated problem extremely proficiently. He was already working with another customer and had Jamen take over the process of me purchasing an upgrade for my android phone. Jamen was extremely helpful in helping me complete the upgrade and understand the process of operating the phone. He promptly helped me purchase several accessories for the phone. He was extremely patient and kind throughout the process. Tanner helped me with user difficulties when an upgrade caused some difficulty with loading my cloud pictures into my gallery. He was unbelievably patient with my lack of knowledge with this android phone and the process of saving pictures that were of my Dad who just passed away the first of August last year. Tanner offered more assistance to me if I needed more help with the photo downloading process. All 3 of these young men were there to help the customer first!!!! I truly hope Verizon recognizes each of them individually for their wonderful, caring, and professional way they...