I just want to say how incredibly disappointed I am with Verizon as a whole & the humanity of its customer service reps . 12 days post due date my services were suspended -yes I know my bill was late . I tried calling to speak with a rep bc when has that ever been a policy ? In my 3 years of being with Verizon I had never experienced this ! The automated system would not let me speak to a human rep until I made a payment . So I did (over drafting my account not that it’s there problem or that they care) , then called again ; I explained to the lady that my services were suspended & that I don’t understand why considering it hadn’t even been close to a month past due . She explained that there is a 14 day grace period from your due date . I then I asked when my due date was for confirmation she explained “the 28th of each month” . She also tells me “you shouldn’t play around with paying your phone bill” & that she could “restart auto pay for me” I explained that up until this return payment I was on auto pay , that the problem was there wasn’t enough money in the account & that’s why it did not process . & asked again why my services were suspended considering it had only been 12 days . Also add that the online system would not let me make a promise to pay for the account for any given date . The bill was going to be paid on January 11th . Again I know this is not their problem . She puts me on hold , comes back a few moments later & states “we have gone over the service interruption, & the services have already been restored & I have restarted your auto pay & they payment will come out the 21st is there anything else I can assist you with” first of all , you didn’t answer my question about the disconnect at all , secondly I did not ask you to redstart auto pay , I paid 228$ today to restore services , the total for the next bill is 270$ because of late payment & return payment fee , & my feb bill is now sitting at 326$ because of the 80$ reconnect fees for each of my 4 lines . She interrupts me asking “yes or no should I cancel the auto pay” so rude . I ask to be transferred .she transfers me , the new lady telling me she doesn’t have the authorization to speak to me because the account is in my husbands name (he has added me AT LEAST 4 times as an authorized user . Via the Mobil app , in store , & over the phone ! I ask to be transferred to a supervisor. She transfers - this person tells me they can not speak to me as I am not authorized- but they can tell me that “I’m not sure who gave you the information of a 14 day grace period but that is simply untrue . If you are one day late you can be suspended” what ?!? A customer of years who has paid her bills ; who is already unsatisfied in the fact my husbands line can’t be upgraded without a outrageous down payment because “the trade in amount is applied monthly & you still have to pay for the device upfront & you don’t have enough financing credit available” & you can not show an ounce of compassion or humanity . Even if nothing can actually be done being a nice human being is FREE . We opted for paying for the slightly higher bill for the better service & the original better customer service . But no more . I have NEVER been treated so poorly & unheard by a rep . & this company does nothing but add fees constantly . 0/5 stars .
