I want to start office saying that verizon has provided me with horrible customer service since I've been a customer and I regret becoming a returning customer because I had this issue over 10 years ago with my home service. If my situation isn't rectified, I plan to leave because I am sick of verizons' customer service. I have had issues with my account since the inception of my service.
My current issue is as follows:
●12/10/24 @ 6:16pm I called and spoke to representative Ameya Vivek/Supervisor regarding my bill
● After 1 hour 30 minutes, I was promised $563 dollars in credits
● I was promised an inconvenience credit to be determined
● I was told to call back on 12/16/25
●The credit was not applied to my account by the date of 12/16/25
●12/24/24 @ 12:33pm I spoke to a representative regarding my credit
●After a total of 1 hour, 9 min I was told I would receive $180 inconvenience fee that was requested and determined (determined 12/24/24 @1pm)
●12/27/24 @ 10:31am spoke to Supervisor "Paul" regarding my phone being disconnected
●After 2 hours and 30 minutes, I was promised the $563 dollars in credits and $180 in inconvenience fee would be applied to my account in two days
● Paul reconnected my service for 2 days
● Paul escalated my credit issue of $563 and $180 to be applied in two days
● Paul applied a credit for reconnection fee of $100
● Paul removed the protection plans for all lines and left just 1 line connected
● Paul suspended khiersten line ending in ****
● Paul removed Disney Plus, which was supposed to be taken off
● Paul gave an additional $100 for the call inconvenience
● Paul removed number sharing
● Paul reduced all plans, but my two phones (could not apply)
● PAUL stated my new bill would be $291 for January 2025
●1/3/25 @ starting at 8:35am and ending 2:28pm, I spoke to several representatives Niomi, Andrea B., Avon, who later transferred me to the customer loyalty department
● after a total of 6 hours, I ended my call with Mareen
● I spoke to Mareen from the customer service loyalty department, who stated she
sent a message to Rep Vivek about my credit of $563 and $180 to acknowledge and for him to call me. He never called me.
● Mareen set up payment arrangements for $892.02 to be paid on 1/18/25 to get service reconnected while the issue was being resolved
● It was not put on autopay. It was just to allow the adjustment credit to apply to the account
● 1/15/25 @ 12:54pm I spoke the most rude supervisor I ever met, Sonia
● After 1 hour 35min I was told I wasn't getting anything and that all of the previous representatives need to be retrained!
● Sonia basically told me that regardless of whether several representatives promised me the credit determined by the Verizon representative Vivek, I would simply not be getting anything.
● She felt comfortable making me pay for numerous staff errors.
Complaint:
■ Verizon customer service is horrible!
■ Staff gave false information numerous times, mislead me on numerous occasions, and wasted countless hours of my time and energy to have me bear the penalty of their errors!
■ I never received a call back from any representative who promised a call
Demand
☆The promised credit be applied to my account ($563 and $180) immediately
☆The numerous staff members who misinformed me be retrained, including the supervisor Sonia
☆An apology for my inconvenience in time and stress
☆Every call since 12/10/24 to be reviewed for quality assurance and the misinformation provided.
The following are the Dates/Times and lengths of each of the calls made to Verizon about this credit:
1. 12/10/24 @6:16pm 1 hour 31min
2. 12/10/24 @ 7:48pm 3min 45sec
3. 12/24/24 @ 12:33pm 39min 53sec
4. 12/24/24 @ 1:14pm 29min 55sec
5. 12/26/24 @ 5:49pm 6min 6sec
6. 12/27/24 @ 10:31am 6min 21sec
7. 12/27/24 @ 11:22am 2min 55sec
8. 12/27/24 @ 11:26 am 2min 57sec
9. 12/27/24 @ 11:56am 2hours 10min 19sec
10. 1/2/25 @ 8:46am 1hour 1min 21sec
11. 1/2/25 @ 9:49am 43min 8sec
12. 1/2/25 @ 2:49pm 31min 25sec
13. 1/3/25 @ 8:35am 1 hour 51min 59sec
14. 1/3/25 @ 10:38am 1 hour 58sec
15. 1/3/25 @ 11:40am 2hours 45min 39sec
16. 1/3/25 @ 2:28pm 2min 27sec
17. 1/15/25 @ 12:54pm 1hour 35min 39sec
18. 1/16/25 @ 5:14pm 18min 22sec
Total Hours: 14.90 hours of calls
