Apple Music and Verizon Wireless

[VZWLSMIRCHANDANI]

I am on an Unlimited Plan and have been using Apple Music included on my plan for a while now. This November I upgraded my phone to the iPhone 12 and was asked to get a 5G SIM. Once received, I called VZ to activate the same. The associate who activated it, accidentally also changed my plan which removed apple music subscription. On the same call, he corrected the plan back to what it was, but apple music wont come back as free. It continues to enroll me to Apple Music Individual. And charge me $9.99.

The other 4 lines on my plan work fine and have Apple Music free.

I have called in at least 12 times now with numerous hours spent with VZ and multiple customer service and technical tickets and they don't seem to fix it. I have been told every-time that the plan is switched back and within 5-7 business days, Apple Music will show up free and we will call you to confirm it. I have not received a single call and when I call back after 5 business days, I am told the issue logged was reported fixed and you should see apple music available for free. Nope. And then i run through the same steps with the new associate to go through all time wasting steps to then log another ticket to no resolution.

This has been a very frustrating experience and VZ does not seem to take this matter seriously. Just keep logging tickets and passing the ball. Is this what you call exceptional customer service and call yourself a customer centric company?

[Tigerstep]

This is why Verizon should have stuck to improving service instead of pretending it's Tmobile with the freebies.

[VZWLSMIRCHANDANI]

I got contacted over a private message and was asked to auth the link for them to look up my account. The link wont work. And After a few tries, when it worked, there was no representative.

I am getting private messages to clear my browser cookies and cache. Really? Do you just run through a script or actually try and understand the issue.

Called in support again to find out that a new ticket is going to be put in that will take 5-7 days to resolve. 

This is one ridiculous company with zero integrity and cannot be trusted.

[DMathews1]

Verizon "used to have" the best customer service.  Unfortunately, now "Verizon has the worst customer service"!!! They are terrible even at the highest levels of their company!  I know from personal experience.

I'd recommend calling into their "customer retention dept." and tell them you are planning on leaving Verizon.  You are obviously a good customer and they will jump through hoops to keep you!  Hopefully that means them "fixing your problem".  Good luck!

[vzw_customer_support]

That's definitely not the feedback we strive for. We always try to do what we can to understand the issue, and better assist. We're interested to know if there have been any updates on the problem since your last post, we'd like to ensure your issues are resolved.

BrittanyR_VZW

[vzw_customer_support]

That is never the way we want anyone to feel about us. If you have questions or concerns, we are here for you. Please feel free to leave us a Private Note if so. 

VZW_RobertH

[VZWLSMIRCHANDANI]

There has been no update to the issue and the latest technical ticket is still open (been 2.5 weeks now). Was told that it will get resolved in 48 hours, Then was informed that it is in works and will take 5-7 business days. I have lost hope. 

The issue initiated due to a mistake made by the VZ support person to start with and it has been overall 2 months now with 3 technical tickets to NO RESOLUTION.

[vzw_customer_support]

VZWLSMIRCHANDANI, now that the 5-7 days have passed, has there been any updates? If yo're still having trouble, please send us another Private Note so we can take another look and get this sorted out!

ScottD_VZW