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  • I am no longer a Verizon customer. I came in because I was canceling due to no signal strength where I live. I was told via Verizons social media Facebook team that they would cancel my agreement and waive the rest of the payments on both phones we had. This was their agreement to me after they did a diagnostic investigation about my report of dropped calls and no reception. They said my signal wasn't strong here... so they asked me to purchase an extender for $250. I said this was absurd and asked why I should pay for that kind of a thing, they would only go down to 175 OR let me out of my agreement...so I went to AT&T and I brought my conversation with me to verizon thereafter. The reps online told me to bring my phones into a store.. so I did... the store said they don't handle this. I then called customer care with the stores phone. Customer care had notes in my file pointing to exactly what my chat said but when I spoke to them they said they do not have that authority and they would be charging me the full amount. I went off and told them no way in hell would I be paying that. Not after being told otherwise. We argued. I demanded someone with authority and he asked for the store rep to talk to him...so I gave him the store rep. Customer care then tried to blame the store for "miscommunication" (which there was not and I still have the conversation I had with the Facebook rep..) And tried to get the store rep to just trade in the phones and have me pay the rest. He refused to do that and asked if theres someone else I can talk to. Phone rep would not allow me to speak to his manager. He hung up and the store rep got his manager, his manager got the District manager involved and somehow they took care of me and waived my payments and took my phones. Shoutout to John in this store for working so hard to make us happy and also to the DM. I'm not going to come back after this experience but I really appreciated how they worked to help me. This is a decent location, but the customer service center bites.
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