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I've been a loyal Verizon customer for maybe 20 years now and this is my worst customer service experience with them ever. I'll give you credit being that it took 20 years for me to experience such a mess but I would have preferred not going through this at all.
This morning, I found that my phone had stopped working completely. The first service rep I spoke to was the most helpful. He found that somehow my original phone number, which I've had for the last four years, was now assigned to a new prepaid account. He was able to get my phone to start working but only after assigning me a completely new number, which he failed to mention. I merely found out after looking through the phone info on the device myself. He transferred me to a new rep who confirmed someone else now has my number and unless I knew the name of the new owner of my number, she couldn't do anything for me. Why would I know the new owner's name when I'm calling you to find out how my number wasn't working in the first place?!
I then took it upon myself to call my number and the new owner picked up. She confirmed that she had signed up for a new prepaid account and this was the number they assigned her but even she had a couple hours of obstacles herself. Turns out the number she was supposed to be assigned was a number off from mine. That can't be coincidence so I'm assuming whatever process it takes to assign numbers is how this all started.
I was transferred from one service rep to the next (Jeffrey, Wanda, Priscilla, etc), and after being on the phone for 2.5 hours with no answers nor solutions, I gave up and decided it's easier to just give my contacts my new number and move on. I'm extremely annoyed to have spent this much time on this.
Again, I've been a loyal Verizon customer for several years, but this was just about enough to make me switch carriers.