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I want this mail to be escalated to Executive Customer Relations. Despite multiple attempts to resolve my ongoing issue (since June/July) through regular customer service channels, the problem remains unresolved, necessitating executive-level intervention. I find your customer service department to be complete incompetent. It is from my understanding that every time I call, it is documented that my account was accessed. I'm sure you can see I've made numerous calls regarding the same issue to which they say would be documented of what was/will be done, and yet, nobody has a clue what is going on. I've had issues with my internet service to the point where the router was exchanged. However, it wad initially claimed that they never received the returned router and my account was charged almost $400. But somehow, one of the reps did find the tracking number and was able to locate it within the warehouse, and said that the amount would be credited to my account, and I would not have to pay my internet for the next 4 months, as that credited amount would go towards those bills. That was not the case. I've received multiple messages stating my payment was late and I was charged late fees, even to the point where I received emails saying my service would be disconnected. However, everything I called, they were able to "see the issue" and state that they would get this corrected and processed. Mind you, it's been almost 4 months now, and still nothing is being done. How does it take nearly 4 months to process a credit to my account?? How is it that everything I talk to a representative, they say they are going to document the conversation, but yet when I call again, nobody has a clue what's going on?? I'm beyond frustrated and livid with this company, and at this rate, I'm looking forward to just canceling altogether. My last call, the rep said he was going to escalate the issue and someone was going to reach out to me. Guess what? Never happened. This last rep I spoke with (Lasana) said the manager would call me within the next hour. Never happened. Your customer service is purely incompetent, and I will look into getting this issue to Executive level.
Thrash1, we're sorry about the problems you've been having with that return and fee. The last thing we want is for you to keep having issues and we're here to find a solution with you. Please be on the lookout for a Private Message so we can help.
~Jesse
I’ve had the exactly the same problem as you the frustration that you’ve experienced… I’ve had the same… I’ve also tried to reach executive leadership and it’s been abysmal… My experience with Verizon in general has been horrible, and I am looking to switch providers. I am so frustrated. I can’t see straight. This has been the worst customer experience in my lifetime that I’ve ever experienced
This is never the way we want you to feel kwimmer32, and we are here to help out. If you need any assistance, please provide us with additional details.
~Freddy
I spent 3 hours on the phone with support yesterday and I'm already another 30 minutes into a call today. This is time I don't have to keep spending to try to get help. I have asked to talk to a manager now 15 times with the current person I'm talking to and was told that "a manager will only tell you the same thing" with the representative from the activations team. The previous representative I spoke with kept telling her I had the right to speak to a manager and asked her to transfer the call each time until the original rep finally just hung up. I need a better way to get support. How can I get someone from executive escalations to help me.
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