Verizon review: Returning a phone that was under warranty

I have been trying since July to return a phone that quit working and was replace with a new one due to the warranty. I have repeatedly begged for each customer service rep to send me the necessary shipping lable. Several have tried to email it to me but it would not come through. They tried 3 different email addresses- NOTHING! The assistance manager at the corporate store in Davenport Iowa witnessed this as he tried to help by calling customer service with me. The person he spoke with promised that I would have the label in 5-7 days. She said she mailed it- just like all of the other reps I have talked with have also promised. On 10/9/23 I again called and spoke with a supervisor, she also tried to email it to me with no luck. She then said she would mail it to me. When I told her that I have no confidence that I will actually get the label, she promised to call me is a few days to check in. Never heard from her again. I have put a hold on automatic bill pay because I do not want the over 700 dollar charge for the phone to be taken out. So now I am being charged more to pay my bill. I am beyond upset and have never felt so helpless in trying to resolve a situation. I have been a very loyal customer for over 20 years and I am now close to contacting my attorney for help with this issue. The employees at my local store say there is nothing they can do to help and have commented on how bad Verizon's customer service is. I need this to be resolved NOW or I will pursue legal action and contact the Better Business Bureau and anyone else who may be able to help me. This have been the worst customer service experience I have ever had. I am a Social Worker in skilled nursing facility and a foster parent. I do not have time to sit on the phone for hours only to be promised that I will be receiving a label that never comes.

Barb DeHaven

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