Verizon Wireless - Bloomington, Minnesota 55425 - Mall of America

I went to the Mall of America Verizon store to cancel my service and had a terrible experience there. I tried cancelling my service over the phone and through online chat, but the representatives could not verify me after trying for 2 hours and asked me to go in store. I explained my situation to an in-store representative, who then went to get a manager to help. The manager, Theresa, came over and said she "completely understood" my problem. I was unsure if she did because I hadn't talked with her directly and I asked her to share what she knew to confirm we were on the same page. Instead of confirming, Theresa immediately escalated the conversation by saying in part, "I'll tell you what we're going to do!" in a very angry voice and then saying "I'm going to have you leave!" if you don't listen to me and what I am ordering. It was completely emotional and unprofessional and made me feel very uncomfortable in this store. Theresa also brought her body physically closer to me while she was standing and I was sitting and had the look of rage on her face. I could not believe this was happening and asked for the Verizon phone number to call in part to get Theresa to calm down (even though calling was not successful two weeks earlier). I also asked to have an in-store representative work with me so the cancellation could go through this time. I just wanted the cancellation to be successful so I would never have to come back here. Theresa told me that she "would not have a store representative sit with me. The Verizon team members on the phone will not talk with in store representatives. They will only talk with customers." I knew this was likely not the case and I stayed in store to make the call just in case I needed help. Like I had experienced previously, the phone the representative could not verify my identify and said an in-store representative would be needed. I told the person on the phone that the store manager had said that phone reps will not talk to in-store reps. The person on the phone said that was "ridiculous" multiple times and said "in-store and phone representatives partner together all the time." I then went up to an in-store rep and asked them to work with me (it was 6:30pm on a Sunday and several store reps were just standing around). Once the in-store rep was working with me, the phone representative repeated her statement about working together twice to the in-store rep because what the store manager had said was so against company policy. The phone and in-store representatives worked together for 20-30 minutes to cancel my service and I finally left the store at 7pm with a cancelled plan. This situation should never have happened. I want to work with companies where managers will listen, communicate in a calm manner, and will take reasonable steps to help a customer. That is not what I experienced at this Verizon store. I plan on staying away from Verizon after being a customer for 17 years because of this.