Escalations and messenger

gmopro1

Many things I have posted asking a question here ends up getting escalated, but I then do not get an answer to my question. I would rather keep my question up so that I can get an answer here. This hasnt been a good experience w the "escalated" issues. I still have the same question. I still need this answered.. Can someone just answer this.....

Is the call back feature only active during business hours? Meaning I can only use it during business hours? It always tells me , "We're sorry, etc. " If this is after hours only, you shld tell users when it is actually active. It doesnt always work. We need a way to schedule a call. But why cant we schedule it in a future open slot to callback. That needs some improvement. Can someone just confirm that it can only be used at certain times? What r those times? Why does it say We're sorry and then to sign in when i was already signed in and it says sign out up top so i know i was signed in. Haha And plz do not escalate bc I dont get responses once you send to that messenger envelope thing. Please answer here only. I want others (regular customers not agents) to answer not some angent who ignores me. That escalation stuff has not helped me.

Please do not escalate this or give me this response.....

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.

gs0b

As you noticed, the public portion of this forum is populated by other users. Some questions get escalated by the Verizon moderators to the Verizon social media support team. They do this using the message platform built into this site to allow them to have secure, non-public discussions with customers. This allows them to collect sensitive information such as name, address, account number and specifics of the issue.

Your question is unlikely to be answered by other users. I, for one, have no control or details over how Verizon operates their support system. I haven't needed to use it in a long time, so I'm not sure how well the callback feature works. Other uses might have recent experience to share, but I doubt any user will be able to ask Verizon to change their system.

If you don't want to use the message system here to communicate with Verizon's social media support team, you can also try "tweeting" them on X (fka twitter) @Verizonsupport. You can also DM them on their Facebook page. They may vector you to a secure Verizon system to collect sensitive details.

Other than the escalation question, you haven't mentioned what issue caused you to reach out to Verizon support. If you think the issue is one that other users can help with, you can post it here and some of us might be able to help.