SNAFU

[zarm]

For financial reasons, I was preparing to switch to a new carrier when my contract runs out in three days. I called Verizon to set my contract not to renew- and they ported my number immediately, disabling my phone. New phones from my new carrier won't arrive for several days. I borrowed a friend's phone and spent an hour on hold just to find out that I would have to contact the other carrier to request a port back, and that I would be charged an account activation fee to re-enable my phone! Worse, it sounded as if I will be getting a termination fee, even though I wasn't *trying* to terminate my service early!

The biggest problem is addressing this. Because my number was sported over, my verizon account instantly closed. I can't access My Verizon to find out what the bill is, and I can't contact customer service in a live chat because they require my phone number/account login, which the system rejects as invalid when I try to enter it! There is the option of calling customer service, of course- except that I don't have a working phone with which to do so anymore! In essence, Verizon's mistake has left me without a phone, and without any way to contact them (save this forum) to fix my phone, and even though this was their error, they seem to want to charge me money either to fix it (an activation fee) or to leave it as it is (a termination fee)!

Very disgruntled, and looking to actually get through to a person, since the labyrinthine maze of support methods won't let me in to talk to a representative without the account that I'm contacting them to try to fix!

[Ann154]

You really should have waited until after your contract ends to start the porting process at your new carrier.

[zarm]

So-noted. That said, this does nothing to address the difficulties in contacting customer support, nor in resolving the issue, nor in addressing fees levied regardless of Verizon complicity in the error.

[gr8allmightyred]

That's your error not verizon's. You should never tell your carrier you are switching before you switch. The other carrier will take care of the porting...or they should at least. If not, choose new numbers until you get the phones and then call to have the numbers ported. If you need your bill go into a store.

[zarm]

Interesting. So my call to specifically schedule a non-renewal on my contract so I didn't run afoul of it is responsible for my immediate termination in direct contradiction to what I called about, and Verizon should not make any provision whatsoever for the case of accidental account termination that leaves their customers without a phone or an online contact option to fix it.

I'm... afraid I can't agree with that. As a first-time phone-switcher, I tried to do everything I could to provide all info and warning to Verizon and expedite the process... and in return, my service has been cut in direct contradiction to my request and I have literally no way to contact them except these forums, where I'm being told it's my fault. With customer service like this, leaving Verizon's certainly a no-brainer... but I'd hoped at least the community would be constructive rather than berating.

[elliew]

FYI, and water under the bridge, but Verizon doesn't renew contracts unless you are getting a new phone. There was no reason to call Verizon. Once your 2 year contract ended nothing would have changed, you would have been month-to-month = free to stay or free to leave.

[zarm]

Thank you. That is helpful to know.

[zarm]

Is there any way- lacking phone or user account number for live chat- that I can actually contact Verizon to get this situation figured out... or at the very least address the apparent early termination fee I have for the early termination that I did not request?

[Tidbits]

You did request an early termination. The moment you ported out results in the contract to be terminated.

[zarm]

I did no such thing. I called and requested that my contract not be renewed; I did not ask Verizon to port my number over.