Verizon drained my bank account!Twenty years and three months are how long I have been a customer of Verizon. I am so frustrated, and I have no place to vent, so here I am. I didnt want to vent with the customer care person on the phone. Its not their fault, and they wont pass the line to their supervisor, which is weird, so here I am.My phone had a problem, so I went to the Verizon store, and because it was under warranty, they ordered a replacement.  I went home, waited and the next day not one, but two new replacement phones arrived.  The phones both came in their own box with a return label that I was instructed to stick to the box and place the old one in to ship back.  I thought I could save Verizon on shipping costs, so I called them, told them I got two phones and asked if I could send the extra new phone back with the old phone in the same box.  I was told I could, so I did.  I kept the tracking number and took notes because I didnt want a charge for an extra phone.Twenty-four days later, I received a text saying my return phone had not been received and I would be charged.  I picked up the phone, waited a ridiculous amount of time on hold, and spoke with a customer care representative, who confirmed receipt of both phones and assured me she would clear up my account.  Eleven days later, I received another text from Verizon saying my return phone had not been received and I would be charged.  Again I picked up the phone, waited a ridiculous amount of time on hold, and spoke with a customer care representative, who again confirmed receipt of both phones and assured me my account would get cleared.   Of course, I took detailed notes, got the receipt numbers of each phone, and assumed everything would work itself out.  Three weeks later, my bank account was charged over $1800 by Verizon.Again I picked up the phone, waited a ridiculous amount of time on hold, and finely spoke with a customer care representative.  At this point in time, I was pretty upset, but I acknowledged it was not the fault of the person with whom I spoke on the phone.  I even told her I was not mad at her personally.  We went through the customer care dance, and it ended with her promising me the money would be reinstated into my account within 24-hours.  She would call me the next day to confirm I would get my money.  The next day arrived, no phone call, no money in my account.  For the next few days, I was tied up with work and family, and knowing how excruciatingly long it takes to get through to a human, I waited four days to call back when I had plenty of time to give the matter my attention.  Still no money in my account and not a peep out of Verizon.  Not one single person has bothered to pick the phone and call.  Meanwhile, my bank account is empty, and I have bills due.Today I spoke with a Verizon representative on the phone after, yes, an excruciatingly long wait on hold.  I waited on hold because once during this process, I tried the well call you back method, and they never called me back.  Again I assured this new person that my frustration was not directed towards them, and I provided her a complete account of my situation.  After it obviously took a long period of time for her to arrive at an understanding of my situation, she spoke to the powers above and discovered my account wouldnt receive reimbursement for 10-days.  She explained when electronic funds are debited, it takes that long for the money to clear.I consider myself a patient individual, but I have lost mine.  Verizon emptied my bank account, recognized their mistake, and has shown absolutely no concern.  I am just a phone number to them.

Morgan is a very friendly, patient, and helpful rep. I got all my questions answered! The store manager Ivan is always willing to help me out with the questions I have and is super kind and professional. These two employees are the very best! I’m 100% satisfied with their work ethics.

Great experience! No waiting time! I couldnt believe it. Fastest solution of my problem. Made my say!

They were super helpful and quick service, I will go back here for sure!

I was amazed and bowled over by the attention, persistence and knowledge of Gadiel and Carlos the manager at the Novato, Ca store. They made me feel like I was the most important customer/guest that had ever been in the store.

Morgan was great associate.Just an fyi....tried SEVERAL times to make apps, but call goes to central input and they never answered.

Excellent service

Needed a replacement for my sisters iPhone. I work in technology and am very familiar with troubleshooting steps. They understood this and didnt retry any of the steps I had already taken and just ordered the replacement. The process was quick and easy. Now if this review was based on the iPhone itself? 1 star, I hate Apple products.

Everyone is very helpful and knowledgeable.

My experience was great. The staff was helpful, friendly, and answered every question I had. Unfortunately the next week, I received a Verizon update on how I change my plan. I never changed my plan. I bought a new phone paid cash and I thought everything was great. Receiving the notice of a change plan, was quite infuriating

So helpful, quick and understanding for getting me and our staff right where they need to be

Be VERY Careful with at least one Sales Person...LOUIS...Tried to say my Verizon Insurance had a $99 deductible....NOT TRUE and then he said that I had bought a phone last year for over $500.00...NOT TRUE and then he said before he could help me with anything I had to pay close to $190.00, the balance on the $500.00 before he could help me with anything. Again, NOT TRUE. Maybe he needed sales commissions for a smashed up BMW or maybe a DUI fine!? Maybe BOTH! Who knows! Just be careful there! I have heard of other stories on this Louis as well!

Nice staff. But Verizon doesnt really care about long time customers. They only care about new customers.

Jake, was awesome today. Such a big help and so pleasant!

It always saddens us to have to write awful reviews. This in no way reflects our opinion about Verizon as a company. We hope Verizon is able to find qualified replacements. Avoid dealing with the General Manager, Zeek Perez. Philip Mason seems to blindly follow orders from management. Avoid dealing with James. -Client Since 2007

The service was fast, courteous and they took care of our needsMax Lidl

A typical Verizon wireless store. Clean and spacious interior. Plenty of phones to choose from. They started their unlimited plan for $80 today. Jump on it!

Omar and staff are really awesome. Very helpful and negligible. Thank You Omar

So nice and so helpful! Thank you for restoring my belief in Customer Service.

Great place with friendly employees and great deals. Great place to get a plan

Very helpful and quick. We were out with a new phone in 20 minutes

Online aponintmets are meaningless. You still have to wait in line same as when you walk in off the street. Staff was neither friendly nor helpful. The guy who signed us in and was managing the other 2 employees working there on Sunday was definitely not professional and made me want to just leave the store, which I did. If you can, avoid this store. Very poorly managed.

Ask for Jake. He has been helping me for years.

This guys know what theyre doing!

The gentleman who assisted me, provided a great deal of help setting up my new phone. Thank you!

The Best phone service.

Dont see Louis. That guy is retarded. Seriously one of the least helpful customer service helps Ive experienced. He was as useful as a turd.

Excellent customer service.

Theyre doing their job great and helpful

Friendly and fast doing my upgrade

Great service and the employees are courteous and patient in resolving all problems.

Amazing people!

I bought 2 new I phone 7s. I asked a Novato Verizon employee to transfer my contacts and pictures and clear the phone so could give the phone to a friend. SOOOOOO..... he transferred my contacts and erased 3 years of pictures AND blamed me. A Verizon advocate (what a joke) called me back and said I am responsible for backing up my own info. and they took no responsibility for erasing my pictures. BEWARE, incompetent children run the Novato Verizon store. I am so very disappointed.

Hate this place

Helpful staff

Some of the friendliest and knowledgeable people 🙌

They are always extremely courteous and helpful.

Very slow to be helped. The associate didnt have answers to several of my questions. Overall it was OK. Verizon the company sucks. The bill is always much higher than they smy plan. So expensive!!

Always great

They need lessons in service and honesty

Great customer service although this location is understaffed.

Excellent.

New cell phone time

Quick and helpful

What is the point.

Great place

Paul Oneto for President

They don’t go out of their way for you, even after you purchase an I PAD. Not going back

Just no.

Time waster

Friendly staff.

Nice staff

Long wait to talk with consultant

Its OK.

Really very bad

Excellent