Customer service agent

[AlbertQwQ]

I am writing to express my deep dissatisfaction with the service I received from Verizon's customer support, both online and in-store, during the process of setting up a new family plan on 21st May.

Initially, my account was successfully activated, and I had internet access for a short period. However, my account was abruptly shut down due to an unknown problem. Both the manager and the officer at the Verizon store found this issue perplexing. They contacted the online customer service for assistance, but the agent was unhelpful and refused to escalate the matter to a supervisor despite repeated requests from the in-store manager.

The in-store manager advised that in such situations, the standard protocol would be to speak with a supervisor. However, the online agent insisted that the customer had to personally request this, which I did multiple times (at least seven times). Despite my persistent requests, the agent refused to connect me to a supervisor, effectively preventing us from resolving the issue and wasting over two hours of our time.

Subsequently, we connected with agents from another department to release our phone numbers for a new prepaid plan. Unfortunately, we encountered the same uncooperative agent who again refused to release our phone numbers. The officer from the other department was equally baffled by her actions and questioned why the setup was allowed to proceed initially if it was going to be suspended later.

Throughout the entire ordeal, we spent seven hours attempting to resolve the issue, but no meaningful progress was made. Due to the agent's refusal to cooperate, we lost our phone number and had to pay extra for a temporary line to access the internet and use GPS to get home. This unexpected expense should not be borne by us as it was a direct result of the agent's actions.

This experience has caused significant inconvenience, financial loss, and mental stress. The poor handling of this situation by the online customer service agent is unacceptable and unprofessional. I request that Verizon take immediate action to address this issue, compensate us for the additional expenses incurred, and ensure that such incidents do not happen to other customers in the future.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.