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Verizon Complaint - Cancellation of Deceased Mother's Telephone Service
Verizon Complaint

Verizon Complaint

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Cancellation of Deceased Mother's Telephone Service


On August 19, 2015 I called to cancel service on 215-969-8825 because my mother passed away. The next day, I received an e-mail and boxes to my home address for returning equipment. I called Verizon to make sure they cancelled the correct phone number. I found out they cancelled my home account under 215-396-1866. I spent over two hours trying to get someone to straighten this out. I called at least 5 times. The 1st person I spoke to tried to help me for over an hour. He was going to set me up with new service which would leave me without service for 3 days, told me that it would take 90 days to get my phone number back. I could not lose my current number. It is programmed into my handicapped sister's phone. She lives over an hour away. Also I have emergency contacts using that number. When I resisted the phone number change he spoke to his supervisor and found out that I could keep my number. Although he was trying to assist me he didn't have the knowledge needed to correct this problem. I asked to speak to a supervisor. I was transferred and connected to her after a 15 minute wait. A few minutes into the conversation, I was disconnected. I call back two additional times, asked to speak to a supervisor and was transferred to a collection agency both times. I called back again and received service from Kate. I asked to speak to the supervisor, she told me that it would be a few minutes because the supervisor was on another call. While I waited she asked to look at the account. Thankfully, Kate was able to assist me. I still asked to speak to the supervisor. I told him how Kate assisted me and my experience as a customer. He suggested that I share my story on the web page. Hopefully, Kate will receive some recognition for doing a good job. She assisted me at around 8:00pm EST with reinstating service.


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