I have a prepay account. I have read many reviews and complaints about very poor customer service. I too have experienced challenging times with long hold times, navigating through endless prompts to speak to a live person. I have found that until you can connect with a supervisor there can be no resolution. When a regular agent answers after waiting 15 to 30 minutes, they have shown me that the only function they can provide is a scripted apology Over and over again. They consistently ask if they can put you on hold to research the request. When they return after waiting another 5 minutes that seems much longer they tell you the scripted apology again but never have a resolution. Then frustrated with this I ask for the superviso, again long hold times. When the supervisor finally gets on the line I have always found them to be very professional and get right to solving the problem. I recently switch my prepay account to a monthly with a $300 balance. I was told that every month they will draw the monthly charges until the funds ran out. What they never explained was when you switch the plan the 90 day rule of deleting the account along with all your funds still applies. Cudos to the Supervisor for reinstating my account with all the funds after seeing I have been a long standing customer and this never happened to me in the past.
My question to Verizon is why do you make it so hard to reach a professional, trained agent? The service you provide has been excellent. The only downside I have experienced is non trained customer service agents that always speak on the defensive. I realize that every customers issues should not get a refund just because they called. But they should explain why your not getting a refund and how to avoid it in the future.
Thanks for listening,
Peter
