Good evening,
I feel I have been done wrong and I ask that you take a moment and read this. If for no other reason please see it as a possible training tool for the near future.
- I started receiving text messages for the buyout program. I did attempt to call in and get more information from Verizon but the representative was more so concerned with making a sale then to take concerns in answering my questions. On May 25th I decided to go into the Verizon Corporate location. I w
as assisted very well and upgraded my device.
That Tuesday May 27th I was having issues with someone having authorization to my internet with no password. I called into Verizon and spoke with a representative concerning the issue (issue that never got resolved). Upon doing so I noticed my bill went from $400 and changed to $83.46. I believe I spoke with him briefly about it but my focus was my internet privacy. I called back May 28th twice and was informed there was a credit on my account which is why the bill is only $83.46. I asked several times because I didn't want a double bill and was advised I would not. Both representatives told me the same thing. My daughter is on my account so she paid $40 and I was to pay the remaining $43.46 however when I wanted to make my payment (please forgive our lateness) I noticed the new bill dropped with a balance of $769.24. I immediately called on June 23rd to inquire and was advised that he would send this to the offline department (nobody seems to know what that is). I then started receiving suspension notifications. I called in again and was advised they had seen this issue before and would submit for the credit for $324.99. I received a text message confirming that. On Monday July 1 my service was interrupted. I had no phone and no phone. I almost lost my job as a no call no show. I called customer service and while clearly upset I believe I was pretty respectful. I was transferred a few times because I had no phone so some were unable to get into my account. I finally spoke with a supervisor who advised me he would be having the credit applied and services restored. He asked me to hold the line and I was transferred for another round to constant transferring. I finally landed in the financial department where they offered me a $150 credit. I felt that it should have been the whole amount so I declined advising I would be going into the office.
I explained the same thing to them and was first approached with a nasty attitude from the store manager Juan stating to me my service was interrupted because I "didn't pay my bill". I showed him proof below of what it was and his demeanor quickly changed. He didn't even know the story before making assumptions. We then called into Customer Service where I was once again bounced around until I was transferred to Laticia. At this point I am tired of fighting and just want to at least confirm I still have a job. However, Laticia needs some real customer service relations training. She was VERY rude and unwilling to truly do her job. I asked questions trying to get an understanding and she felt i was being combative for trying to understand. The office manger even tried to speak with her to help but she told him he can't help me. At the end of the day there was no resolution and I am being forced to pay the bill.
Honestly I really don't care as I understand that Verizon may have not been trained to understand provisionary credits, I felt like nobody understood. I just make sure nobody in the future goes through what I went through.
