Quality of Customer Support has absolutely cratered

Alikona

I have been a Verizon customer for 20ish years. Never in my life have I been so incredibly frustrated with the quality of customer support before.

In the last few weeks I’ve had reps basically call me a liar, insisting that I’m not actually having the problem I am.

I’ve had reps straight up disconnect because they can’t answer my question so I get connected to another rep, I’ve had to repeat myself over and over and over again.

I’ve had reps straight up lie to me, which I find out when I’m connected to a different rep and they tell me the rep I talked to before didn’t do what they said they were going to do or give me completely different information.

What in the world is going on?

I have been dealing with a nightmare online order and literally no one is helping me. Verizon is blaming UPS, UPS is blaming Verizon and I’m just over here trying to cancel my online order (it’s already been returned to sender because it was undeliverable) and I can’t even seem to do that. My latest update is to wait 48-72h to see if the rep I just spoke to was telling the truth.

Alikona

Well here’s an update. The rep I talked to did indeed lie to me, so did the one I talked to after that.

I went into one of their corporate store locations and talked to someone there and they seemed really disgusted. He told me that no one can do anything with my line or phone until Verizon processes my return, which who knows when that will be. Why was that so hard to say that NONE of the dozens of online reps could just tell me that?

I told him that one online rep told me that they could set up a new line for me and then once my phone is clear they could switch it over and cancel the new line. The store rep just shook his head and said “that’s fraud, they are just trying to make money at your expense”.

DO BETTER VERIZON.