I am a longstanding customer of Verizon and pay over $200/month for phone services. Earlier today, I received a text message inviting me to finish activating cloud. Since my phone was hacked into about a year ago, I was suspicious of this text since I did not request any kind of information about using cloud. So, I called verizon customer service to make sure no suspicious activity was going on with my line.
After waiting on hold for over 20 minutes, "Ricky" took my call. I explained the situation and how I was nervous someone was hacking my phone again. He cut me off twice and instead of answering my question about whether he's noticed any activity going on with my phone, he went on a sales pitch encouraging me to sign up for cloud. I told him I wasn't interested and I was calling to make sure this text was, in fact, Verizon. He then told me to stop yelling at him. I calmly explained that I was not yelling and that I was calling to make sure no one had accessed my account. He told me to stop raising my voice a second time. I told him that I was not raising my voice, but he was beginning to make me upset because he wasn't acknowledging anything I was calling about. I told him if he did not provide assistance, I would like to speak with a supervisor. As I was speaking, he cut me off a third time and told me he was transferring me to the fraud department. Before I could get another word in, he transferred me. I was on hold for another 20 minutes before another agent assisted me. This second agent was extremely helpful and not at all rude. I know verizon records all of the phone calls, so I invite someone to please go back and listen to the call.
Ricky's lack of professionalism is unacceptable. I pay a lot of money to verizon each month and I expect to be treated with respect. I want to make sure this issue will not happen again. There are plenty of other companies that I can bring my business to instead of Verizon.
