Verison representatives

[Grace31]

We are  thoroughly disgusted and disappointed with Verizon and their employees. Six months ago we signed up with Verizon and have had issues ever since walking in the door. We have two Internet lines,  one at my dad’s house and one at my house. Your employee put the same address for both Internet services when we both live in different houses. FOR 6 WEEKS, we have been trying to change our address and get service in my  home. we spoke to somebody who said he changed our address to the correct one and put in a service request for more service in my area. We were told it would take 4-7 days and that he would call back on the 4th day to see if the request had been fulfilled.(we also bought a new phone during this call)  He never called back. (Seemed only worried about selling and getting his commission.) So we call after seven full days and someone named Mika answers the phone. She goes into our account and tells us the reason we  don’t have service is because the address was not updated, and there was no service request put out. This is our 3rd time hearing this.  Naturally were extremely frustrated at this point because we were blatantly lied to by the first representative who was only worried about selling me a phone. Mika was more worried about defending her name and herself than actually helping us. begging us to not leave a bad review and that it wasn’t her fault. We get that. But profusely apologizing only goes so far when you don’t do anything to fix the issue. She did not help us at all. She gave me some weird instructions that had nothing to do with fixing the issue and frankly wasted my time.  She said she would call us the next day. Promised actually! then of course no call. I don’t know why I trusted her or any Verizon employee. So here we are. Yet again today still no service after trying for a month and a half. my fatherwill be calling tomorrow to resolve this once and for all.  if it is not resolved, we will be demanding all of our money that we’ve ever spent with you in this 6 months back and we will never return. if our money is not returned, we will be taking this to corporate. Verizon employees need to be trained  to  fix the situation instead of trying defend themselves and  apologizing. That is not customer service. That is emotional immaturity and lack of urgency. Mika should not be working in a high pressure American job. All she did was ramble and our situation was not taken seriously, and she even put us on mute to laugh with a “friend”. How embarrassing for her. I’ve never been more unimpressed with an Internet service provider and their employees. My father and I are extremely patient and understanding people, but this has gone way too far for way too long. Apologizing won’t change anything at this point. I’m simply writing this review to let corporate or this reaches know we’re done, disgusted, and disappointed. This is also to warn anybody looking to sign up with Verizon.This is not how a company should be representing themselves if it is, we want no part in it. I pray this helped multiple people. 

[vzw_customer_support]

As a consumer myself, I definitely understand the importance of getting support when I need it, and I know how frustrated I would be given your experience, Grace31. I also know how important having home internet is, and would be just as upset given the same ordeal, and multiple contacts without a resolution. We definitely value your feedback, and I am happy to lift that up through our leadership team to review those interactions. I also wanted to extend my help in an effort to get this resolved. I also do want to be transparent with you, that if the new address is currently not eligible for Verizon Home Internet, there isn't anything we can do to force the availability. Essentially, we will have to follow the same process as if you were moving. Learn more about that process here: https://www.verizon.com/home/internet/moving/faq/

You can also get started with everything you need to move the service to that address via My Verizon if you prefer. Otherwise, please be on the lookout for a private message from me, since I will need account access to assist.

-Joseph

[vzw_customer_support]

We had sent a Private Message to continue the discussion related to your concerns. This issue is specific to an individual account, so we will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.