Purchasing gift cards, especially from a reputable company like Verizon, should be a straightforward and reliable process. Unfortunately, one Verizon customer’s experience turned into a two-month ordeal when gift cards bought directly from Verizon’s website arrived without any funds loaded onto them. This situation highlights the importance of immediately checking your Verizon Gift Card Balance upon receipt and knowing how to navigate customer service if issues arise.
The Problem: Unactivated Gift Cards Purchased Online
In December 2019, a customer purchased $1000 worth of Verizon gift cards directly through their Verizon account on their website, split into two orders of $500 each. Upon arrival, it was discovered that these gift cards were shipped without being properly activated or loaded with the purchased value. This immediately presented a significant problem, rendering the gift cards unusable.
The Customer Service Nightmare
What followed was a frustrating two-month journey through Verizon’s customer service system. The customer contacted numerous Verizon representatives via phone, online chat, and even visited corporate stores, seeking a resolution. Despite repeated attempts and assurances, the issue remained unresolved. Each interaction resulted in new tickets being created, promises of 5-7 business day reviews, and expected follow-up calls that never materialized. Upon subsequent follow-ups by the customer, they were often informed of incorrect actions by previous representatives or that tickets had been inexplicably closed without resolution. This inefficient process wasted considerable time and caused significant frustration.
Resolution and a Shout-Out
Finally, after two months of persistent effort, a member of the Verizon leadership team, named Wallace, intervened and successfully resolved the issue. The gift cards were finally loaded and activated. While the customer expressed gratitude for Wallace’s intervention, they also voiced strong disappointment in the overall process, emphasizing the excessive time and effort required to rectify a seemingly simple problem.
Verizon’s Missed Opportunity – Training and Improvement
This situation presents Verizon with a valuable opportunity to improve its systems and customer service protocols. Firstly, it’s crucial to identify the root cause of why gift cards are being shipped unactivated in the first place and implement corrective measures to prevent recurrence. Secondly, Verizon needs to equip its customer service representatives across all channels (chat, phone, and stores) with the knowledge and authority to efficiently resolve such issues. Escalating complex problems to leadership teams should be a swift and standard procedure, rather than a last resort after months of customer frustration. A two-month investigation for an unactivated gift card is simply unacceptable in terms of customer service standards.
Advice for Consumers: Checking Your Verizon Gift Card Balance and What to Do
This experience serves as a critical reminder for all consumers purchasing Verizon gift cards: always check your Verizon gift card balance immediately upon receipt.
Here’s how and what to do if you encounter issues:
- Immediate Balance Check: Upon receiving your Verizon gift card, promptly check the balance. You can typically do this online through Verizon’s website or via a designated phone number (often found on the back of the card). Look for phrases like “check gift card balance” on Verizon’s official site.
- Contact Leadership Team: If your Verizon gift card balance is zero or the card is not activated, immediately call Verizon customer service and request to speak with a member of the leadership team.
- Phone is Best: Based on this experience, avoid the online chat option for complex gift card issues, as it may not be effective.
- Skip the Store (Initially): While corporate stores can be helpful for many issues, they may not be equipped to resolve unactivated gift card problems efficiently. Going directly to phone customer service and escalating to leadership seems to be the most effective route.
While most Verizon gift card purchases are likely problem-free, this customer’s situation proves that issues can arise. To minimize potential hassle, consider purchasing Verizon gift cards in physical stores where you can verify the activation and balance directly at the point of purchase. Proceed with caution and always verify your Verizon gift card balance to avoid unexpected complications.
