Dear Verizon Customer Support,
I am writing to formally document and escalate an absolutely unacceptable experience I had today while attempting to upgrade my phones, add a new line, and manage my account. What should have been a simple transaction turned into nearly five hours (technically 4 hours and 40 minutes) of repeated mistakes, billing errors, and outright disrespect from both online customer service and in-store staff.
First, while working with customer service via chat, multiple errors were made on my account. Representatives acknowledged fault and apologized, but that did not prevent the repeated issues that followed. My card was charged multiple times for the same transaction, leading to a suspected fraud alert that has now locked my credit card. Now I need to sort that out. That alone is unacceptable.
Then, when I arrived at the store on S. Pleasant Valley Rd. in Winchester, Virginia, to pick up my devices, I was met with disdain and disrespect. After introducing myself and stating I was there to pick up my phones, the employee dismissively pointed to the lockers. When I mentioned I had been on the phone with Verizon customer service for five hours, his response was:
"Congratulations. That’s not my fault."
This was followed by blaming me for the five-hour ordeal, as if I had somehow chosen to endure Verizon’s incompetence for fun. He got loud and angry with me in the store.
I have been a paying customer who has more than covered the cost of my upgrades, and this is how I am treated? I expect immediate corrective action regarding the following:
1. Refund/Adjustment of Any Duplicate Charges – My credit card was flagged for fraud because Verizon ran the same bill through multiple times. I need assurance that any duplicate payments are refunded immediately.
2. Account Audit to Ensure My Services Are Correct – Given the sheer number of mistakes made today, I need verification that my plan, device upgrades, and new line are set up properly and that I will not be overbilled.
3. Accountability for Customer Service Failures – I want a formal response explaining why I was subjected to nearly five hours of errors, followed by outright disrespect in-store. This level of dismissiveness and unprofessionalism is unacceptable.
4. Compensation for my time - I feel like I need something for the time that you wasted. The person on the phone promised that $200 Verizon gift card. Which is nice if I wanna do anything with Verizon right now I’m not sure I wanna do anything ever again with Verizon. I’m seriously considering switching my carrier because of this even if I endure extra expense.
It would not have taken anything for the local store rep to make it somewhat better by saying oh man that’s awful. I’m sorry. That’s all he had to say instead of saying well that’s your fault. You could’ve come into the store we can resolve in an hour. Is there some sort of battle between store and Corporate?
I expect a swift response and resolution to these issues. If I do not receive a satisfactory resolution, I will escalate my complaint further, including public reviews, social media, and any consumer protection avenues necessary.
I look forward to your immediate response.
I don't want to post my personal info here, but if someone from Verizon reaches out I will send it in
