In most situations can the "Correspondence Team" respond to a letter within 30 days from the time they receive said letter? Also--Is telephone, or "chat board," communication, with the customer, required by the "Correspondence Team" as a condition of taking actions which would resolve the issues raised in the letter?
The "Correspondence Team," at PO Box 408, Newark, NJ 07101-0408, received a certified mail letter, with a "return receipt," this past Monday, Sept. 17th. My letter requested a resolution of the issues raised before the October billing date (on or about October 20) for my Verizon account. Because of the multiple, and extended, "hold" times I have experienced in my calls to Customer Service I indicated I would not accept phone calls related to said letter or respond to requests that I phone Customer Service. Will my unwillingness to participate in Verizon's "phone game" be a basis for said letter being "trashed?" For what it's worth I did indicate, in said letter, that all Verizon Customer Service reps have been courteous. However, again, the number and length of "holds" related to a given phone call to Customer Service was unacceptable. The "heading" of said letter included, among other items, my email address, my fax number, and my Postal Service mailing address.
I currently have a total of four lines on my account. With respect to two of said four lines: I transferred the devices related to the latter two lines to my AT&T account. Verizon’s response was to place these two lines in “suspended” status and, without telling me, Verizon placed one of these two devices—an Apple iPad—in “lost / stolen” status. Whether the latter action was intended to be a “punishment,” from Verizon, I will probably never know. Needless to say my letter includes a request to remove this “lost / stolen” status. In addition my letter also requests the removal of said two lines from my account.
Finally one of said two lines is listed, as “Account Owner,” under “Personal & Security Information” in my online account with Verizon. This “Account Owner” device is NOT the device that Verizon labeled as “lost / stolen.” In my letter I requested that one of my remaining two “active” Verizon cellular phones--***-***-9539--be designated as “Account Owner.”
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