Sooo my frustration level is beyond my personal limit when it comes to abhorrent customer service. I've been saving up my device dollars for more than a year. I distinctly remember ensuring I could spend the device dollars in the store, including accessories. I finally had enough saved to get a pair of headphones and a charging cord. Went to check out and I couldn't use my $85 device dollars. I immediately chatted with customer service (couldn't call anyone it was after phone hours). They apologized and understood. They said that customer service could apply my device dollars to my bill, as a courtesy, but I would have to call in. They provided me the number. Three days ago I called. My wait time was estimated at 8-12 minutes. I waited 45 minutes but NO ONE EVER PICKED UP. When I hung up, I received a text that said I could schedule a call back. So I said as soon as possible and got a wait time of 6 minutes. Phone never rang but I got a voicemail. When I tried to call back, no answer. The next day I didn't even try to call as I was so frustrated and not in the proper mood to deal with it. Yesterday, I called in again. Wait time estimated at 6-10 minutes. I gave it 15 minutes but NO ONE EVER PICKED UP. Having learned my lesson from the previous attempt, I hung up so I could get the text to have them call me. I got a call back in one minute. Huh? Where were you when I was on hold? Anyhow, explained the situation to the customer service person who was obnoxious and condescending. She transferred me to the Device Dollars department. Tried to explain but was constantly interrupted and again talked to like I'm stupid. She continuously read from the script rather than listen and have a conversation with me. I can't tell you how many times she explained how device dollars work READING her script. I finally asked for her supervisor. She then got on the line and I asked her if she was up to date with my concern - she provided a brief but incorrect rundown and then proceeded to read me the same script. I interrupted her and explained from the beginning. She then tried to read me the same script again and I told her I wasn't stupid and I don't need her to recite it again as I'd already heard it several times. She then said I'm not saying your stupid I just want to make sure we are all on the same page. At that point I asked for her supervisor. I wasn't gonna put up with anymore discourtesy. She said she was part of the leadership team and had no supervisor to communicate with me. I replied, everyone has a supervisor. She then said she could set up a return call but it would take 72 hours and she wouldn't be able to schedule a specific time. To clarify, I asked if this would be her supervisor and she admitted it would not be it would be a peer from her same team. I'm through. Has anyone ever run into this??? Short of reaching out directly to corporate, what more can I do? BTW, not that it matters, everyone deserves courteous service, I have been a Verizon customer since cell phones became available. I have highly recommended them in the past - in my line of work, I meet and work with a lot of people - not anymore. Thanks in advance to anyone who has any suggestions.
