A Verizon ad offered an iPhone at a deep discount. But her phone got cut off when she tried to take the offer — and that was only the first outrage

A Verizon email offer for an iPhone 12 mini received by freelance writer Terri Akman. Verizon customer service was not able to locate the actual offer.I know I am not alone in suffering excruciating customer service experiences. I do wonder, though, why I seem to have more than anyone else I know. My husband says it’s because I pay more attention.

So when she was unsuccessful and sent to me to super-duper-secret technical support, the highest level, I was told, the guy said both the old and new SIM cards were wrecked and my only option was to go a Verizon store to get a new SIM card. After an hour at the Verizon store, they couldn’t get either of my phones to work with my phone number.

I was annoyed, but that wasn’t the end of it. I got an $85 bill for the new phone number they gave me, which I was assured wouldn’t happen. When I asked my executive relations rep for help having that bill reversed, she said no. Per her email: “While we appreciate your confidence in the executive office and we appreciate the opportunity to assist you, we must ensure that our resources are properly allocated and urgent matters receive the necessary due attention.

The most common problems that Consumer Reports members had were waiting a long time on hold, having to wade through multiple menus in the phone system to reach the right place, and getting an unhelpful solution to the problem, said Martin Lachter, senior research associate for the Consumer Reports National Research Center.

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