Couple claim cell phones freeze when they try to text

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PHOENIX -- A Valley couple say their brand-new Verizon cell phones won't work and claim the company isn't doing anything to help them. So, they contacted 3 On Your Side.

There's nothing more frustrating than when your cell phone just won't work, but for one East Valley couple that's the case when they try to send a text message.

Not just one phone, but both of their phones just freeze up and stop working during texting and they claim their provider isn't helping with the problem.

"Verizon has been great to us for many years," Eric Kershen said.

Kershen and his wife have been with Verizon Wireless for years, but they never had a problem like they have now.

Kershen's problems with Verizon Wireless started when he went in and bought two new phones -- one for him and one for his wife. But as soon as they got home and tried to text, both phones would just freeze up and stop working.

"What's strange is it started out slow then got worse and worse to the point that now it happens every time," Kershen said.

He's right. Even when Kershen tried to send a text in front of us, his phone froze up altogether. The only solution? Re-start the phone.

"At that point I have to stop, pull the back off, pull the battery off and start all over again," he said.

Kershen says he and his wife have to do this countless times every day. Verizon Wireless gave the couple new phones, but Kershen says it was the same old problem all over again.

"We have gone through four phones with this same problem with Verizon," he said.

Finally, Kershen claims Verizon Wireless told him there was nothing they could do for him and he was stuck with those phones.

After 3 On Your Side got involved, though, Verizon Wireless decided to upgrade Kershen and his wife to better phones, phones that Kershen says actually text without freezing up.

Kershen says that's all he ever wanted and says it took 3 On Your Side to make it happen.

"I'm very happy," he said. "I have phones that work and I can text now, so thanks to Gary and to 3 On Your Side."

With all of the phones having the exact same texting problem, I asked Verizon Wireless if they thought this issue was more widespread like a software problem, but as of now they don't think so, saying it was an isolated problem.