Need help with issue not getting resolved after 8 hours or more of MY TIME

Okay.. I am going to say sorry now for the long message but if I don’t get some help I am going to lose it.  I have had to go through all this 5 times now and hoping this is the last.  

I placed an order to upgrade a line on my account on May 12th.  

It was supposed to be delivered on May 14th.  But in the delivery process from UPS, the item was lost.  

I got no communication from Verizon AT ALL still to this day unless I call or chat.  The details of interaction is below and I am begging someone to help me get this resolved.  This whole situation is so ridiculous from a company that says they are about the customer.  I have been a customer for almost 17 years and I can tell you Verizon DOES NOT CARE about you. 

1.  Got notified on Morning of May 14th item was lost and UPS was notifying Verizon.

2. May 15th still no word, email, text nothing, so I got on chat(3 hours total time) while working and had chat on in background.  Was told my agent that they would create a ticket to have it worked through and that the next day someone would follow up from Verizon.

3. One May 16th I still hadn’t heard from anyone, as promised, so I called the customer service number and talked to an agent who apologized and swore he would resolve and I would be good.  That agent put in yet another ticket to have the order cleared out and cancelled so that I could order a new upgrade from scratch.  Waited on the phone on and off hold, while they ensured me this would fix things.  Then came back and said that they had to do yet another ticket to have the order cancelled and that he PROMISED to call me on Monday the 20th with an update.  I even got a text saying call back scheduled.

4.  And of course, on May 20th, no call was received by anyone from Verizon, so later that day, I called the customer service number again, and was on hold on and off for 2 hours and this agent said that the person before didn’t do something on the ticket they should so it still didn’t clear out.  Stated that he got with supervisor and cleared out the customer agreement, which would allow me to re order.  Told me to wait up to 3 hours and try again and I would be fine.

5. On May 22nd still not able to do anything as still stated order pending.  So got on chat as working and can’t stay on phone.  I literally was on chat and phone over the last week a total of about 8 hours and NO RESOLUTION or anything done.  Anyway, got back on chat yesterday and was told whoever cleared out the agreement was supposed to also update the eligibility date and didn’t so they did that while on chat with me and said in 3 hours it would clear and I would be fine.  Stated they knew my frustration with all the issues and no resolution and promised to stay on chat until it cleared out, etc. I literally  had it in background while working and kept checking to see if cleared out.  I have explained to each agent I talk to about my experience and they apologize and say they won’t do the same, but guess what……….. they do the same.   Anyway, the chat all the sudden , after 3 hours, cleared out and it pushed me to a new person that I yet again for the 5th time had to explain everything from the start and actually tell them where the last agent left off, instead of them reading notes and figuring it out.  So at the end of this 3 hours I was told I needed yet again another ticket to get the pending order cleared out and the agent before should have done but didn’t.  I was told again it would be 24 hours and someone would follow up.

NOW I have had 5 agents over a week make lots of promises that weren’t not kept and honestly don’t think they ever were going to follow up as once off the phone or chat none of the agents are held accountable.  I asked several time with each agent for a supervisor or a name of someone and a number and they continue to ignore me and not answer. 

Well low and behold the agent that SWORE because I basically told them that after the previous 4 agents telling me miss information and telling me they would follow up but didn’t that I had a hard time believing them saying they would follow up.  So I told them I would go but that I better hear from someone today, May 23rd and they kept swearing and promising they would follow up today.  Well guess what??????????/  I get text today from a verizon number stating it was the agent from yesterday now they aren’t in the office today and would NOT be following up with me today.  

SO  Starting on May 14th through today May 23rd, I have had 5 conversations with 5 different people, total of 6-7 hours between chat and phone, all initiated by me, that say they are fixing my issue but I sit here now with still NO RESOLUTION to my issue.  It’s not that hard.  I ordered an upgrade on a line and the carrier lost the package and now instead of anyone from Verizon calling or emailing me to update me or tell me next steps, I  HAVE HAD TO DO ALL THE REACHING OUT and still no ending.   I just need the order that went on our the 12th to be cancelled and cleared out so I can start over.. NOT HARD, or shouldn’t be anyway if anyone actually knew how to do their job.  How do 5 different agents for same company ,on an issue that is probably BAU, all say different things and each one finds another thing that should have been done that wasn’t?

I NEED resolution on this ASAP!  PLEASE HELP ME AS AT THE END OF MY ROPE!  There have been 3 tickets at least on this one issue and now the agent after basically hearing me cry because I was so frustrated, assure me she would call today, but then text and say sorry not calling.  BUT since they will never send to supervisor or give you info on how to escalate and they only give first name and no way to get back to them, they are not accountable to do anything they say, as you can’t get back to them anyway.  And they know that.  I am 100% over this situation and if not solved in the next 24 hours I will escalate and will make sure that all verizon customers know about this so that when they make a decision to join verizon they think twice.  This is not the first time I have had this same issue with customer service for different issues and I am OVER IT!   

Someone please respond to this and get this resolved.  I am at the end of my rope for sure.