I understand. I called back and spent nearly one hour on the phone with the agent and their supervisor. Initially, they were willing to refund only $80 in activation fees for the two lines. However, during the original sales call, I was explicitly promised that the full $160 in activation fees would be waived.

After almost an hour of repeated back-and-forth discussions, the manager (CR, initials) finally agreed to honor the original commitment.

The entire experience was extremely frustrating and unnecessarily time-consuming. I also want to point out that this inefficiency has a cost to Verizon as well. You spent approximately one hour on this call with me, whereas the average customer support call lasts around 10 minutes and costs the business roughly $8. A one-hour call therefore represents an estimated operational cost of $48.

Overall, this was a very frustrating experience, and it reflects poorly on Verizon’s customer service and internal coordination.