Urgent: Payment Arrangement Needed - Customer Service

sylado011

I'm in need of a payment arrangement and contacted Verizon in an attempt to make one.
I had the misfortune of speaking to a representative by the name of "Joe" who informed me that due to broken promises, I was not entitled to an arrangement. I informed him that the broken promises were due to my husband's frequent and unforeseen hospitalizations related to his battling cancer (stage IV, liver). Joe told me that there was nothing he could do. When asked what happens when a customer has a serious health issue or is hospitalized, he in short stated that Verizon is a business and does not necessarily care about a customer's health nor does the core value apply to a customer whose account is not in good standing.
According to Verizon, the following are the values - what happened?

• Trust. We build trust in what we do every day for customers and each other.
• Care. We care about people and connecting them to what matters.
• Excellence. We strive for excellence with the highest standards of performance and quality.
  
  I need someone to contact me as well as pull the call and listen to it. As a customer for 10+ years, I am shocked at how low the quality of customer service has gone to.
  
  

Verizon_Support

Hello, sylado011. First and foremost, wishing your husband all the best as we do hope he can overcome the medical issues he is going through as we also know that it can effect the entire family as well. We appreciate this info. We know that life can happen, and it can make it difficult to make the monthly payments. When a payment arrangement is set, our customers typically provide the date they can make the payment. If this payment cannot be fulfilled, it is important to contact us prior to the date that was promised on the customer's end as otherwise, it is considered a broken promise. If this happens, it is now up to our Financial Services department to make the decision on if a new payment arrangement can be made. Please be sure to contact our Financial Services department by dialing *611 directly from your Verizon phone or 866-266-1445 from any phone. I do hope this helps and again, wishing your husband and your family all the best during this difficult time.

-Natasha