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Verizon Customer Support

This isn't really a question...more of an attempt to bring awareness to Verizon's inability to provide actual customer support. Be curious to see if anyone at Verizon picks up on this and implements change.

I recently added a 1 mth Int'l Plan to my step-daughters line ONLY as she was traveling to Italy for spring break. The first representative I spoke with said the plan was added and it would be active Apr. 1 - May 1 and that I would see it on my account in April. Before she left, I spoke with second Representative to verify plan was in place...They were more focused on getting me to sign up for a different Int'l plan, changing and upgrading to a full Int'l plan paying monthly, selling me something I didn't need and became sidetracked on my initial requests. After finally telling them I'm not interested and to please just verify her line is good for the 1 mth plan, they finally did that...at least that's what I thought.

Travel time: My step-daughter reaches out and says she's getting "Travel Pass" notifications for $12/day...I said I'd look into it...Low and behold, Verizon assigned the Int'l pass to MY line, not my step-daughters...screw up #1. When I called to have it fixed, they proceeded, in real time, to add a SECOND Int'l plan to her line, leaving the original plan on my line and not removing it, doubling my monthly bill when it should have only gone up only $100...now my bill is sitting at over $400. After hours online and finally calling someone, I was informed that my NEXT bill, May, would be credited $100 to account for their screw up. They, $134 BILLION corporation, doesn't have the ability to do an on the spot account adjustment (remind you it's 2025 and we have robots and AI doing practically everything for us) to fix what THEY screwed up...their fix?...issue a credit for the next month and tell the customer to pay the current bill and move on.

Moral of the story: Corporate entities like Verizon don't consider or care about consumers financial situation. They fail to provide on the spot customer support and satisfaction. In this situation, if it were a family that lives paycheck-paycheck, this would be financially hard for them to absorb and wait almost two months to recover from Verizon's screw up. When customers call in, they are calling for a specific reason or problem...But as like many corporate entities out there, their drive is to maximize profits, so they come at you with "you're eligible to upgrade, change this, add that, let me show you how you can "save" more, etc." They lose focus on what the customer ACTUALLY needs.

It's situations like this that make me consider a new service provider...but unfortunately, in the end, they’re all the same.

VERIZON.....you need to do better as this is 100% unacceptable.

Comments

Verizon_Support

JRPTAK, thank you for this priceless feedback and sharing this experience you and your daughter recently had with the international service plan and billing. We do strive for an exceptional experience no matter how you contact us. We want to be there where you are comfortable to meet. I wanted to make sure the Verizon issues have been resolved to your satisfaction. Please reply to the following private message if there is more we can do for you today!

-Deb

Verizon_Support

Hello, we are just checking in. Please let us know if you still need assistance. We are here to help. -Dee

JRPTAK

I absolutely do. At this point, I don't even know what I am looking at. I know what the bill SHOULD read, but for some reason, I can't get anyone at Verizon to understand their own Plans they offer me.

My projected May bill STILL includes an Int'l Plan on my number (5408). At no point speaking with the 3 different representatives did I say to add a 1-mth, Int'l Plan to my number. The ONLY LINE out of the three I have under my account that should have had a 1-mth Int'l Plan added was ending in (2374), my step-daughters line who is in Italy for only a couple more days. Now, looking at my account, I have incurred ADDITIONAL daily Travel Pass charges ON TOP OF the $100 plan I was told would be added for a one month period (Apr. 1 - Apr. 30) to cover her travel.

I don't understand how this got so messed up when the INITIAL conversation I had was to add a 1 time, $100 Int'l Plan (for the period of 1-mth) to cover my step-daughters trip to Italy in April, which was the cheaper option than paying for travel passes each day.

The only thing I can do is call you guys, again, to try and work through this and show you guys the additional charges on my account that shouldn't be there because the Int'l Plan should have covered it.

I mean, really, because her trip is almost over, and I've had my account all screwed up, the customer service thing to do would be to adjust my account back to its normal monthly rate of $217/mth and Verizon should eat the MINIMAL service costs associated with her Italy trip and chalk it up as "Lessons Learned" about attention to detail...but, I won't hold my breath on that one.

Is there a direct number I can call to speak with a higher level customer care rep to try and get this fixed or addressed?

SynthpopAddict

If you still have a monthly charge for the International Service Plan on your line, what happened is someone accidentally subscribed you to the service instead of doing a one-time thing. They also clearly messed up by putting the extra service plan to your line instead of your step-daughter's. It's apparently an easy mistake to make with the subscription vs. one-off because I've seen several posts elsewhere about the same thing happening. Anyway, what you need to do is go into your account perks and unsubscribe from the monthly international plan.

CS is outsourced and they can't get into much of anything from what I can tell which is probably why they can't unsubscribe you from this "perk". But sure hope they make things right for you and at least credit your account for the extra charges because that was Verizon's error.

JRPTAK

As expected, even after THOROUGH explanation from me MULTIPLE times of how I am being overcharged and have add-ons to my account that I DID NOT ask for or request, my bill STILL remains messed up, EVEN AFTER I was told it was fixed by Verizon and that it would reflect on my next bill once populated...well, it's populated and guess what...nothing has changed. I am taken back by the incompetence of Verizon Customer Service to understand their mess up...either that or they're just not willing to own their mistake and fix it. Who knows...so now, I have to print off multiple months of bill statements so that I can go line item by line item, taking more time out of my day, to hopefully get them to understand and fix my bill.

This will be my LAST time trying to fix this. After this, if they can't fix it, I will be taking my business elsewhere.

Verizon_Support

Hello and thank you for bringing this concern to our attention. It's always our priority that you are provided with the best possible service. Im sending you a PN so we can look into this further to resolve your current concern.

-Will

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