Missed the customer service survey

cmshevlin

Hi. I'm brand new to this — only found it because I asked ChatGPT how to email VZW re: feedback on a customer service call that was positive, because everything I found otherwise was for complaints only.

I'm probably making too big a deal of it, BUT we've been with VZW for almost 15 years, and I had a really wonderful call with a rep on 07/28/2025, and somehow missed that they sent me the feedback survey. I really want to make sure she gets recognition, because she helped me save a good chunk of money off my bill — enough to keep me from switching services, which I'd been quietly considering for some time now.

Like, literally — I called to make a payment arrangement because the bill has been so out of control that I legit couldn't pay it on time this month, and she not only helped me with that, she then asked if she could do an account analysis, found I was on an old as heck plan, and brought everything up to speed to where it best serves us, and put me in a spot where I feel comfortable continuing our service at a more affordable price. Considering how expensive everything is now, going from a $400+/month bill to $330 is a huge benefit.

So basically tl;dr, I'm looking for a way to call her out for being great now that the survey is no good, even though it probably makes me look a little nutty, because I super appreciate how much time she took to work with me when she could have just done the thing I'd called in about and moved on, and Verizon would have been losing a customer in the upcoming months.

SynthpopAddict

You're welcome. It would help if you give the employee's first name and what department they work in, so the positive feedback can be passed on to the correct location.

It's great that she worked out a better deal for you, as I have read elsewhere in the forums that being on a very old plan for a long time isn't cost effective at all. IMO it's because we're all using the same network, so as the network infrastructure changes over time, everybody ends up having to pay in about the same ballpark to use it. Very old plans were structured for a time when people used their devices differently because cell phones weren't the miniature computers they are today. Eventually you end up paying about the same as people on newer plans, but get less due to your old plan's constraints.

If budgeting for the phone bill continues to be an issue...just wanted to let you know Verizon also has prepaid service, which depending on what service plan you pick, is more budget-friendly than postpaid. The downside is you'd have to deal with constant deprioritization on the network as all postpaid customers have better priority on the towers. But if there are some lines which don't get used as much or don't need all the bells/whistles, something to consider.