Why can't I get Anyone to Help Me?

[Moyefusi]

On March 27th, I contacted Verizon for assistance with my account and services. I was connected to a representative named Eva (or Ava), who immediately insisted that I had a $100 rebate to claim before she could assist with my actual request. I politely explained several times that I was not interested in the rebate—I just wanted help with my services. Despite my repeated refusals, she continued to push the offer, stating that all Verizon customers were required to receive this promotion and that she needed my address to process it.

I reiterated multiple times that I only wanted assistance with my services and requested to be transferred to someone who could help without processing the rebate. After several requests for a transfer, she refused and suggested I provide my address. When I asked if there was a different number I could call for help, she dismissed my request, repeating that she could only assist me with my address for the rebate.

Frustrated, I explained that if the only way to get assistance was to accept something I didn’t want, I needed another solution. She coldly responded, “Then you might as well hang up.” When I insisted on help without the rebate, she insisted she could only assist me if I provided my address. After requesting a transfer once more, she again demanded my address, stating that she would transfer me only after processing the rebate. When I refused, she abruptly ended the call with, “Then have a great day.”

I then asked for her name again, to which she responded with an attitude, questioning why I needed it. She eventually gave her name as Eva or Ava, and I ended the call, extremely frustrated.

Since switching to Verizon, it has been nearly impossible to get a live agent on the phone, and when I finally did, the customer service experience was among the worst I’ve encountered. After being with Xfinity/Comcast for years, I can confidently say that while their prices were higher, I never experienced this level of rudeness or unwillingness to assist. If this is the standard of customer service Verizon offers, I may need to reconsider my decision to stay with the company.

Since that call, I have reached out multiple times with no resolution. A technician visited my home and told me I shouldn’t have my current plan and needed a different device and what’s called a “gateway plan.” However, when I spoke to another customer service representative, I was told the technician was wrong and that my plan needed to remain the same. I had to reschedule another technician visit, only for that technician to tell me that customer service was incorrect.

I still do not have Wi-Fi in my home. I’ve been paying for a separate hotspot, which makes it difficult to use my TV when I have guests or just want to relax. This has been the most expensive and infuriating service experience I’ve ever had. I've been a customer for I think almost 8 or 9 months and for 3 of them now I haven't had internet service due to faulty equipment and poor customer service. Since switching from Comcast just a few months ago, I’ve faced nothing but trouble, runarounds, hidden fees, and charges that were never transparent from the start. I’m seriously considering canceling my service, but I can’t even get anyone on the phone to help me resolve these ongoing issues.