Verizon — Local services in Wheaton

My recent visit validated my switch from ATT fiber Internet to Verizon,'s 5G, though ironically I discovered in the store that my home was not yet connected to the 5G network. Last fall I moved from one location in Wheaton to another residence, and the cancellation of the ATT Wifi service from my former one to my current residence was a series of one aggravation, one misstep after another, with misinformation and misdirection and delays with ATT representatives in the store and on the customer phone service totally over 8 hours to simply turn one off and turn the other on. Then this Spring, ATT essentially required me to switch to their fiber network, and this was also an exercise in ignorance and mishaps and just plain laziness: ATT's 'inside' guy took four hours to simply connect my house to the fiber network (after the 'outside' guy took nearly three hours to fiddle around and hang out at his truck while making the outdoors hookup), and when I was unable to connect to the new ATT modem, the 'inside' guy said 'that's not my business.' So several months ago I terminated ATT in favor of Verizon, as I had the latter as my cellular provider for years, and and have been impressed and satisfied. But for the last two months, I ran 'speed test' from time to time, and noticed the download and upload never matched the estimated for 5G. I inquired at the store, where I met Mike, who quickly determined that the 'patchwork' of expanding 5G service had not yet reached my address, apologized for the earlier miscommunication when I originally transferred over to their 5G Internet service, applied a refund to my account, advised ways I can qualify for discounted service in the future, and indicated I can expect 5G within the next couple of months, when I can experience anywhere from 300-700 Mbps download speeds. Mike was outstanding --- experienced, knowledgable, understandable, efficient, pleasant, and patient. In an era when most customer is dismal to non-existent, when store representatives are ignorant or indifferent and 800 customer service workers can barely speak English and are reading from a prepared script, Mike's help was a breath...

This location charged me for expedited shipping for a phone I purchased. Verizon would not allow me to apply the upgrade fee and shipping to my account. So I used a Credit Card. The phone did not arrive in the time frame I paid for. I rearranged my work schedule to make sure that I was home to sign for the delivery. I could have paid no additional fees and got the phone in the same time frame.

I called customer service on Oct 11 which they opened a ticket to refund my money. They immediately cancelled the ticket and they would not refund my money until my bill was paid. I paid off the bill on Oct 16th, and was told my refund would be returned to my credit card in 7-10 days.

When I still did not receive my refund, I called again on Oct 25. I was told this time that I would have my refund in 24-48 hrs. I questioned this, because I knew Verizon would not provide a refund over the weekend, especially on a Sunday.

I called in Oct 29 when there was still no refund applied to my Credit Card. Verizon informed me that I could not get my refund until my bill was paid. They would apply it to my account, but couldn't return it to my credit card. So I couldn't use my account to pay for my upgrade fee and shipping, but they are only able to return my shipping fee to the account. That or I have to wait to hit a small window to apply my return when my bill has zero balance.

I wish I would have gone with a different provider. Their customer service is not helpful and give you the run-around.

11/15/24 Update: I filled out the form from below response from owner. It stated that someone would call me within 5 days. To date, I have not received a phone call yet. I have checked my bill and the refund has not reached my account. There has been no refund to my Credit Card.

12/31/24 Update: To date no one from Verizon has contacted me. No one from Verizon has even tried to help me with this matter. This...

Horrible Experience. Never have I ever been so disappointed in a business. Me and my husband go in yesterday 11/15/2021 because we want to switch carriers and get new phones and Verizon seemed like a good way to go. We came in and we were not greeted so we went to look at phones. A manager by the name of Joanna, came to us and asked for my info to put us into a queue. My husband had a few questions about why we were being put into a queue and why the manager could not help us. I started giving Joanna my info and another employee (I believe his name was Mike) got involved and started yelling at us to leave. Keep in mind I am 40 weeks pregnant and we need to get things switched over asap as baby is due this week and we wont have any other time to get this done. I was told that even though I was cooperating I had to leave because I was with him (referring to my husband). Mike is here yelling at us to leave. It was super humiliating as again I am 40 weeks pregnant and I was not causing any issues! I felt I was in harm as Mike is a big guy raising his voice at me when I already feel very vulnerable. Both Joanna and Mike refused to give us any store/district manager info. Cops were called and they also refused to give THE COP and management info. The cop advised us to go to corporate and gave us his card for any reference. Even the cop said Verizon does not deserve our business!!!!. I am waiting on corporate to call me back but I have already spoken to District manager about this situation. I am hoping to press charges on this Mike guy as what he did was very unprofessional and...