I've been a Verizon Business client for a decade. Previously, we've had no issues, the phone service works and we pay our bill each month. It's easy to be great with limited interaction. Our account has had cost increases, mostly minor and understandable.
In July, our bill was due on a Sunday, check was mailed 7 days prior to due date. Our payment cleared our bank on Monday. We incurred a small late fee for the one day. I contacted Billing on 8/13/2025 to ask if they would waive the fee. I was transferred to a manager, "Jonathan" who stated he would waive the fee and provide a 20% discount. "When you open your next bill, it will be X." Our bill was Y. I contacted billing 9/16/25 and after going through the broken AI system (no link provided in text, only a code), our call was "disconnected" 5 times. The Verizon Business rep did reach back out for me 1 of the 5 times. I was told: "20% discount was not an option." "There is no record of my conversation with Jonathan on 8/13/25. " "The discount was re-applied." "A manager would contact me." None of these things have happened.
Also, the back ground noise when speaking to your Billing Dept is very loud. Why outsource to Kuala Lumpur? Why offer a discount if it's not obtainable? I attempted one more call back this morning. Rep said I would be receiving a 30% discount.
I don't believe your Representatives. I've attempted to contact a US based Manager to discuss Verizon's honesty issues, no luck. Also, the late fee was never removed, so a late fee was added to my late fee!
Searching for a new wireless carrier, one with integrity. Any options?
