We've been Verizon customers for many years, but we have had ongoing intermittent problems with voice calls over the last couple years on both our phones. During that time, we've received different answers from different representatives as to why calls drop, why we totally lose voice services for extended periods ("Voice Service Unavailable"), and why there are days at a time where no one can hear us at all when we attempt voice calls. As you can imagine, this has caused all manner of problems with our jobs, family, and friends over the last couple years. We did another chat with Verizon on Jan. 3, 2024, due to not being able to make voice calls for a few days due to no one being able to hear us. The rep assured us that if we were to switch to an unlimited plan, we wouldn't have any more of these issues, so we agreed to change our plan to what the rep recommended. We restarted our phones and...the exact same issues have continued, although now we are on a more expensive plan. We did a chat on Jan. 8, 2024, asking to be put back on our old plan with our 998.50 GB of carryover data reinstated, employer discount, etc., everything just as it was prior to the plan switch, since the plan was changed based on totally false information from the Verizon rep. We were told in the Jan. 8 chat that we could be put back on our old plan (10 GB) but that all our carryover data (998.50 GB) had been deleted and wouldn't be reinstated. I said that would result in us getting data overage fees simply because of a Verizon rep giving us false information. I asked if anyone at Verizon had the authority to reinstate our carryover data, and the rep said no and immediately disconnected from the chat. Then oddly enough the chat feature would not display when I logged into Verizon multiple other times over the course of several hours, trying to follow up. I have screenshots of the Jan. 3 chat to show that the Verizon rep defrauded us, and I plan to share that chat with the FTC, FCC, BBB, and any other applicable consumer protection agencies. I also want to submit a formal complaint with Verizon Corporate. The Verizon rep lied to us in order to switch us to a higher-cost plan and to take away our longstanding carryover data that had allowed our 10 GB plan to function essentially as an unlimited plan. This is fraud in the eyes of the law. All we asked for on Jan. 8 was for Verizon to attempt to make this situation right by reinstating us back to exactly what we h.ad prior to that Jan. 3 chat, including our 998.50 GB carryover, employer discount, etc., but instead we got brushed off, just two more victims of Verizon's fraud schemes. Please advise how we can submit a formal detailed complaint to Corporate about this experience. Thank you.
