How do I start a complaint about customer service actions?
This is just a peer to peer group on here. This is their contact page
Contact Us | Verizon Wireless
If you want you could tell us what problem you are having with Verizon. Someone on here might have had the same problem and could tell you how they got it rectified
Oh no! I am not happy to hear that you have a complaint Gergue28. We do appreciate your feedback and would love to make sure that we look into your concern. Can you tell me what happened?
AmberF_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
I have spent more time with Verizon "support" for the past 2 years than my own family. Good luck if you expect anyone to help you.
Even worse, they might cause you to lose your data. Be very careful if you have a problem involving data loss!
I had an issue with Verizon and asked to speak with a supervisor who then immediately began to at first speak to me in a very professional manner however upon me asking to speak to her superior she stated that she would forward my information to them and asked if my number would be my best contact which I stated yes then ask who will be the person I should expect to call me back and she stated JESUS. Felling it sort of strange I called back and asked to speak to another supervisor only to be told that she did include in her notes that she had forwarded my request to speak to another supervisor however neglected to mention she had informed me that his name was Jesus I asked the Verizon Representative did they think that was an appropriate way to address the situation and they stated probably not but she was probably trying to be sarcastic. Which then I asked so is this how your company extends service by making fun of other people's religious views and she stated no it was inappropriate and that they would possibly counsel her for it. After being a customer for more than 20 years I would expect better treatment.
Verizon Customer Support is probably the worst I have ever dealt with. Hands Down they are terrible... It takes 4-5 people to answer a simple question or handle an issue. It is never ever handled correctly unless you ask to be transferred 4-5 times. This of course takes hours and hours of your day.
That's a blatant exaggeration.
ANY contact with customer service only takes a long time to resolve if you aren't clear with the issue or if it isn't an actual simple question. Not saying bad reps don't exist, but it's not always their fault if they have to play mind reader with a customer or if their system is slow. Have you seen their equipment? It's horribly outdated.
Actually it is not an exageration at all. I was on the phone for 1.5 hours yesterday against. Granted more than 60 minutes was on hold. Still no resolution. Just transfers to 4 different people. .
FRESHBEGINNINGLLC wrote:Actually it is not an exageration at all. I was on the phone for 1.5 hours yesterday against. Granted more than 60 minutes was on hold. Still no resolution. Just transfers to 4 different people. .
FRESHBEGINNINGLLC wrote:
For many, it would be an exageration. In my many years with Verizon, I have had a reason to call CS maybe 4-5 times. Each of the calls took no longer than 5-10 minutes(including hold time) and each of the reasons I called were taken care of during the call.
Freshbeginningllc, we want to turn this experience around. What specific issues were you having that you needed assistance with? We are here for you to help.
Sean_VZWFollow us on TWITTER @VZWSupportIf my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
I am at the end with VZW. Feel free to read your own records of my calls. BTW I got a voice mail today. When I called back they had no idea why they called or if I was experiencing a problem.
Sent from my Verizon, Samsung Galaxy smartphone
My son went abroad to Italy for 5 weeks. I signed him up for a minimal international plan on the Verizon Website. I received confirmation of the change and that I would be charged a total of $40 / month and he would receive a minimal amount of text, data and minutes. I was NEVER informed that this new plan would not kick in because he also had a travel pass assigned to his number. So instead of being charged $40, I was charged $270 for his first 27 days. After Chatting with someone for about an hour, I was offered a credit for $57.50. That was not acceptable because I believe the on-line registration for international travel was deceptive and misleading resulting in the excess charges. I then spoke with Lamont who agreed with me and assured me he was applying a credit to my account and would set a personal reminder to check back with me and make sure that nothing more was charged to my account. This sounded good. However, no credit was ever applied to my account and I had to contact Verizon a THIRD time to get this resolved. I think it is resolved now, but I've also invested about 2 hours of my time fixing something that was completely not my fault.
This whole process to me seems deceptive and I have had to put in an undue amount of effort to fix an issue that I should not have and that would have resulted in me being inappropriately over-charged (and I am sure it is happening elsewhere). Since there is no where to actually complain to someone at Verizon, what I really want is someone senior in their customer service department to pull the call I had and all of my chat history and tell me what happened and why I needed to explain this issue three times to have it fixed.
Although I have low expectations of this happening.
JOSGUA78 wrote:My son went abroad to Italy for 5 weeks. I signed him up for a minimal international plan on the Verizon Website. I received confirmation of the change and that I would be charged a total of $40 / month and he would receive a minimal amount of text, data and minutes. I was NEVER informed that this new plan would not kick in because he also had a travel pass assigned to his number. So instead of being charged $40, I was charged $270 for his first 27 days.
JOSGUA78 wrote:
My son went abroad to Italy for 5 weeks. I signed him up for a minimal international plan on the Verizon Website. I received confirmation of the change and that I would be charged a total of $40 / month and he would receive a minimal amount of text, data and minutes. I was NEVER informed that this new plan would not kick in because he also had a travel pass assigned to his number. So instead of being charged $40, I was charged $270 for his first 27 days.
You MAY want to reconsider trying to get this reversed IF your son used a substantial amount of data/texting/minutes. While the $40/month plan DOES allow you a minimal amount of text, data and minutes, it DOES NOT cut you off if you exceed those allowances. Instead, you will incur overages if you go over those allowances which could FAR exceed the $270 you ended up paying.
For example, your monthly allowance for data on that plan would be 100MB. Your data usage is not cut off at 100MB, though, and for every additional 100MB you would incur a $25 overage fee. If your son has used 1 GB throughout that 1st 27 days, you would have the $40 monthly charge PLUS $225 in data overage charges.
The monthly allowance for calling minutes for that plan is 100 minutes, which comes out to less than 4 minutes/day for those 27 days. The overage charge would be $1.79/minute. If your son spoke on the phone for just 8 minutes a day during those 27 days, you would have an overage charge of $207 tacked on to your $40 monthly charge.
The monthly allowance for texting for that plan is 100 sent texts. If you go over that allowance, it would be $0.50 for every sent text.
You should check your son's usage before you go further with trying to have this charge reversed. It could end up costing you MUCH more than the $270 you were initially charged.
Thanks for your response, however you got it wrong and clearly did not listen to the recorded calls of my previous conversations with Verizon or re-read my chat session. IF Verizon processed the first transaction and put me on the international plan that I requested, I (as the person who pays the Verizon bill and is the only person who makes changes the account) would have received a notification that my son was exceeding his usage. I then would have spoken to him and changed his behavior. I was not given that opportunity because being on the Travel Pass plan, I received NO notifications, so I believed he was staying within his allotted usage.
Second, the issue I was raising was that I had this conversation with someone from Verizon (named Lamont) who seemed helpful and promised me he fixed this but didn't. I am upset that I was promised something was resolved by YOUR customer service group and he just didn't do it, no apologies, no explanation, nothing. And then I had to take time out of my day, wait on hold and explain the entire issue a THIRD time to finally get it resolved (I think). I say "I think" because you have lost all credibility with me.
I pay about $500 a month for your service and have been a customer for more than 20 years and I find this to be unacceptably bad service. So having you point out to me that it COULD have been worse instead of listening to the actual recorded conversations I had with Verizon and the promises YOUR team made to me is insulting and demonstrates a continued non-commitment to your customer.
JOSGUA78 wrote:Thanks for your response, however you got it wrong and clearly did not listen to the recorded calls of my previous conversations with Verizon or re-read my chat session.
Thanks for your response, however you got it wrong and clearly did not listen to the recorded calls of my previous conversations with Verizon or re-read my chat session.
No, I did not get it wrong. I do not have access to recorded calls of your previous conversations or chat sessions as I am simply another customer like you responding to your post on this public forum. I was simply pointing out the possibility of getting charges in excess of what you had already paid had you been on the monthly plan you had wanted.
JOSGUA78 wrote:IF Verizon processed the first transaction and put me on the international plan that I requested, I (as the person who pays the Verizon bill and is the only person who makes changes the account) would have received a notification that my son was exceeding his usage. I then would have spoken to him and changed his behavior. I was not given that opportunity because being on the Travel Pass plan, I received NO notifications, so I believed he was staying within his allotted usage.
IF Verizon processed the first transaction and put me on the international plan that I requested, I (as the person who pays the Verizon bill and is the only person who makes changes the account) would have received a notification that my son was exceeding his usage. I then would have spoken to him and changed his behavior. I was not given that opportunity because being on the Travel Pass plan, I received NO notifications, so I believed he was staying within his allotted usage.
Furthermore, Verizon can only notify you of your son exceeding his usage IF Verizon receives notification from the international service provider within a reasonable time after he has done so. Reporting from the international carrier may not always be as quick as you would like and your son may have FAR exceeded his monthly allowance before Verizon has the chance to notify you of his doing so.
We are sorry about the experience you have had with our international services, JOSGUA78. We are happy to read that the correct adjustment was made on your account. This should not have taken three calls for us to fix, and we will be forwarding this information to our management staff as an opportunity to improve the experience for our customers.
Pedro_VZW
Follow us on TWITTER @VZWSupportIf my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
i want to make complaint about the sales person who miss guide the customer just to catch the sale? Please be aware with the miss selling representatives they could rip you off in minutes.
Verizon, I have a complaint. I don't think any of the people I talked to even cared. There was nothing they could do and I want to make sure if I cant get the help that you at least make sure your people are trained so they actually explain the promotions alot better then letting the person think their phone Is half off and if wanted to pay it off early, will have to pay the full amount of what's left instead of half like I understood when I got my phone. Because i also cant get my old phone back and that's not worth me giving up my old phone if the new one wasnt half price. I cant find any other number and I'm severely frustrated.
I paid over eighty dollars a month for a year and a half, unknowingly. I am an older woman. When I went in today for a new phone, I was not entitled to use my upgrade, and I was not entitled to a credit for the eighteen months when I could have paid 30 dollars less. My son was helping me, and spoke to a customer service agent for over an hour and a half. He was endlessly told that there was no credit available, no recompense possible, no righting of this essential theft of me this multimillion-dollar company could offer to right this double billing, that the lowering of their rate was all my responsibility to apply. I will call the FCC and my congressperson to check on the legality of this brand of scamming.
A supervisor named Brandon took the phone after an hour and a half, was rude, angry, and endlessly scolded me about notices and my responsibility, would not listen to me, but told me I would not let him talk, and hung up on me.
This supervisor should be retrained, fined or fired.
Aimlesswoman, we truly apologize for this experience. We assure you this is not how we do business and this is not the impression we want you to have. Your business means everything to us. Please provide more details around the credit. You stated you were paying over $88 per month. What was this for? Why were you not entitled to the upgrade?
Dia_VZWFollow us on TWITTER @VZWSupportIf my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
This is aimlesswoman. I’m an older person and not a phone person. I had the same iphone4 for I don’t know how many years, most likely since it came out, 2012 or so. I’m a high school teacher on Catalina Island, and so I do not get to phone stores very often. The last time I thought about upgrading my phone a new iphone had just come out. I did not have to pay for my iphone4, and so I was surprised at the cost. The clerk at that time told me to wait a little while and the price would come down. I waited until this summer only to find out that the 2-year contract structure has been changed, and I simply lost the upgrade that would have been available to me under the old structure (I would have used the upgrade before losing it if Verizon had made it clear that I should use it before it vanished forever).
Furthermore, we then discovered in the store that I had been paying 85 dollars a month for a year and a half, when rates had actually fallen to 55 a month (for the same service). Verizon kept charging me at the old rate simply out of greed. I obviously would never have paid 30 dollars extra per month if I knew I didn’t need to. It’s very simple: Verizon understood that I’m not an expert in phone contracts, and successfully took advantage of a 66-year-old woman by getting her to pay thirty dollars extra per month for no reason. Congratulations Verizon. And because Verizon is a multi-million dollar company, and I’m one 66-year-old woman, there’s little I can do in response. All I’m asking for is a tiny discount, which would mean much more to me than it would to Verizon. They overcharged me for approximately 18 months, to the tune of over 500 dollars (18*30), and all I’m asking now is for a fraction of it back.
THEN, when my son and I called to explain this, we went through a brutal hour-and-a-half conversation where the clerk repeated a toneless denial of any fault on the company’s part for this (saying she “understood the frustration” of what is outlined above, but refusing to credit the account for anything more than $15). This conversation was extremely painful and unhelpful, and it ended in her supervisor [removed] hanging up on me rudely because he didn’t like that my son was talking in the background. I would encourage you to look up my account to see the plan I had, or listen to the phone call. Account # [removed]
All of this makes me sincerely hate Verizon, and has me considering returning everything and changing companies. For what I’ve been paying the last 18 months, I could have paid off most of my new phone by now (if I had any idea what was going on). All I’m asking is that I get back a fraction of the money Verizon charged me because they correctly analyzed I’m not reading my phone contracts, and correctly assumed that I trusted Verizon wouldn’t go ahead and charge me extra every month for no good reason (taking advantage of my trust). I trusted that a large company wouldn’t act terrible simply because they could.
I do not pay by internet, I pay by mailed check. I do not go to "my verizon." I had no idea your rate had decreased by a third of what I was paying. The decent thing to do would have been to assume that I wanted to pay less money for the same thing, and changed my rate (or let me use the extra $30 as a credit every month to a new phone). I do not pay attention to offers from my cable company, or my land line. I routinely delete promotions and ads daily from TV companies, department stores, magazines, political parties. It’s extremely understandable that I wasn’t apprised of what was happening. (And again, this is on top of me losing my previous upgrade without having any idea what was going on. Why would I understand all these changes with phone contracts?)
Your store personnel, though, have been quite gracious and accommodating. However, I continue to feel this business practice you follow is not a way to do business in good faith. Rather, to allow me to continue to pay thirty dollars higher a month for this long a period of time because I did not take some sort of action is clearly an act of bad faith, and Verizon ripping off an old woman because they could is clearly an act of bad faith. I intend to call my congressman about this sort of a practice, and also the FCC. If you’re going to change the whole structure of 2-year-contracts, and change the upgrading system, then help accommodate me through these changes. Change my rate, don’t take advantage of everything and then blame me. I should not, in my busy life, be taken for over five hundred dollars from a multi-million dollar corporation because I didn’t regularly take my phone contract to a lawyer. It’s clear what happened here, and between overcharging me and how painful customer service has been, it’s such a simple act to grant me a credit for all of this headache, as well as the money you had me pay for no reason.
I continue to think it is only fair for you to credit me the amount you unnecessarily charged me for a year and a half (because you could, and because I’m a 66-year-old woman without a firm grasp of changing phone contracts).
As for your response, PLEASE DO NOT GIVE ME COMPANY SPEAK IN RESPONSE TO THIS. PLEASE DO NOT GIVE ME COMPANY SPEAK WHERE YOU TELL ME THAT I DIDN’T TECHNICALLY CHANGE MY PLAN SO VERIZON’S TECHNICALLY NOT AT FAULT. I’m not interested.
I really, really don’t want to hear this mind-numbing corporate response. Honestly don’t even respond if that’s all you’re going to say.
Please be a human being and acknowledge that I was overcharged all this time, and I’m a 66-year-old woman living in America where large companies can do what they want and don’t care about helping their customers.
Thank you.
Content modified as required by Verizon Wireless Terms of Service
AIMLESSWOMAN, I have sent you a Private Message so we can further discuss the issue at hand. Looking forward to hearing back and further assisting.
Chris_VZWFollow us on TWITTER @VZWSupportIf my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
AIMLESSWOMAN wrote:Furthermore, we then discovered in the store that I had been paying 85 dollars a month for a year and a half, when rates had actually fallen to 55 a month (for the same service). I continue to think it is only fair for you to credit me the amount you unnecessarily charged me for a year and a half (because you could, and because I’m a 66-year-old woman without a firm grasp of changing phone contracts).As for your response, PLEASE DO NOT GIVE ME COMPANY SPEAK IN RESPONSE TO THIS. PLEASE DO NOT GIVE ME COMPANY SPEAK WHERE YOU TELL ME THAT I DIDN’T TECHNICALLY CHANGE MY PLAN SO VERIZON’S TECHNICALLY NOT AT FAULT. I’m not interested.I really, really don’t want to hear this mind-numbing corporate response. Honestly don’t even respond if that’s all you’re going to say.Please be a human being and acknowledge that I was overcharged all this time, and I’m a 66-year-old woman living in America where large companies can do what they want and don’t care about helping their customers.Thank you.
AIMLESSWOMAN wrote:
Furthermore, we then discovered in the store that I had been paying 85 dollars a month for a year and a half, when rates had actually fallen to 55 a month (for the same service).
First of all, Verizon does not change your plan UNLESS you initiate the change. There are Verizon customers who for whatever reason continue to stay on their old plans even though they have been unavailable for many years. The plan you have is YOUR choice, YOU need to change it if you want it changed.
I was on the old Nationwide Family Talk & Text plan for well over a year after the ShareEverything and then the MoreEverything became available and my plan was no longer available. Had Verizon changed my plan without my knowledge, I would have been furious.
I was on the ShareEverything plan for a year or more after the Verizon Plan became available and my plan was no longer available. Had Verizon changed my plan without my knowledge, I would have been furious.
I am currently on the Verizon Plan with BeyondUnlimited data and don't expect Verizon to change my plan UNTIL I make a move to do so.
EVERY time Verizon changes their plans, the details of those plans ARE NOT the same. There are always differences in the details of the plans. You may not want to pay attention to the available plans to you, but that is YOUR responsibility for the service to which you subscribe. Because you are 66 does not mean a lot. Many people who are decades younger than you ALSO don't pay attention and fall into the same category of someone who does not pay attention to changes available to them with their cellular service. There are many more, of all ages, who DO pay attention to changes available to them who either DO change their service when new plans are available or DON'T change their service when new plans are available because they are happy with the plan they currently have. For Verizon to automatically change your service WITHOUT your knowledge is not only a bad decision on their part, but VIOLATES the customer agreement you have with Verizon.
Well I have a complaint as well and would rather not call another customer service rep again if I could prevent it. I went on an international trip and changed my plan to reflect their international option, as I have done for previous trips. When I returned, they charged me for "pay-as-you-go" which was not what I signed up for, and it was not what was reflected on my account. After an employee spoke to me in a rude manner about what I was describing, I asked to speak with his manager instead because I didn't appreciate his tone, when all I was doing was explaining the situation. This individual then proceeded to say, "Well I was going to fix your problem but since you want to speak to a manager, now I won't, good luck fixing this on your own" He then proceeds to redirect my call to customer service for Spanish speaking customers. Luckily for me the representative that answered was bilingual and was able to take care of what was needed, or so I thought. I did report the previous agent to this agent who said their manager wasn't in either, and I was assured it would be handled, which I doubt it was. I asked for a manager to return a call to me and have yet to receive a phone call. It's been weeks. Now here we are at my next bill, and they are trying to charge me twice for 1 months worth of international calling ..... Why must this be so difficult. I've never had such blatantly disrespectful customer service in my life! Nor this much difficulty with a provider managing my account!
I am right there with you about the customer service. I spoke to a customer service rep for an hour about getting new phones. They finally gave me an offer and told me to go to any store my offer. I was smart enough to print out the transcript of our conversation. So I get there and they tell me that there is not an offer like that av. I showed him in black and white that there is an offer and that was what was given to me. Anything other would be a breach of contract. So he gets on the phone and I left for him to talk to his boss and higher ups about it. It has been over a week (I know sounds short compared to others) I have gotten one email from the guy at the store. I am sure he just wants to keep me out of the store. This is stupid. It is in black and white. There is no contesting what was offered. I have contemplated taking to the media to see what they have to say. Since it is right there. There is no contesting what it says. Very disappointed and frustrated.
Customer Agreement | Verizon Wireless
Lojo13, we always want to help make sure that you can get the best assistance and information possible when it comes to using your device while traveling internationally. When it comes to the Pay-As-You-Go rates, this is applied either if an international plan such as TravelPass is added or if the country visited is not covered within the plan. Can you please clarify which country you had travelled to when the plan was supposed to be active?
JoseL_VZW
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s-j-larson Thank you for bringing this to our attention. You deserve a stellar experience at all times. We send you a message to discuss your options.
MariaV_VZWFollow us on TWITTER @VZWSupportIf my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Privately owned Verizon store in my community of Arroyo Grande, Ca. is not mandating that their employees wear masks. Additionally, the MANAGER of the regional, privately owned stores actually waltzed right up to me within 2 feet of me, without a mask on, to work with me.
What the heck is going on - aren't we in a pandemic?
I want to file a major complaint against this store and have it get to corporate headquarters, otherwise, I will contact the media and alert my Facebook community, and my other digital communication modes, of this offense and this breach of public trust!!!!!
