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Worst Verizon Customer Service Experience Ever!
JULRAB27
Member

I just had the worst experience with Verizon. I called yesterday to inquire about getting new iphones for myself and my 2 kids (3 total). The woman I spoke with gathered all my information and then provided me with a quote. The quote seemed reasonable, so I decided to proceed. I kept asking over and over if there would be any other charges that will be added once we move forward. She kept saying NO, this will be the total price on my bill that I pay monthly. She sent me an email with everything so I had it all broken out in front of me. We proceeded with the purchase, first spending time turning off 'Find my iPhone' (don't really know why) had to change apple id's several times and not even sure I didn't merge mine and my kids phones together again (happened before and was a mess, another story). As we were moving forward I double checked with her a few things again - when I said,  the device payments are included in this, correct? she said oh no...actually that is additional - exactly what I had been asking all along. I eventually accepted this and it added about $24 (due to promotion) to the original quote. Again we proceeded with the purchase, as we are going through randomly the price goes up another $9, then she does something again and the price goes up another $15. We both could not understand why this kept happening, but now my bill is about $48 more than originally quoted - and not a good deal at all anymore. She seemed to be just as surprised as I was, so she said we would call customer care together and find out why this is happening. We get on the phone with a man and she proceeds to explain to him what's been happening. He looks in to it and then starts talking about what is going on and then "click" we get disconnected. I got a text from him after apologizing for getting disconnected and he will call back .. HE DID NOT! At this point I have been on the phone with Verizon for 3 HOURS!! I had to make dinner so the original rep said she would call back in an hour and we would try again (she said I could not call her back so I was a bit skeptical that she would call me - but an hour later she kept her word and called back). Again we connected to customer care and started telling the next rep the story over again. The conversation was extremely civil (as it was the last time). We got a little further with this rep, explaining the price breakdown but not why it was so different from the original quote, and why the numbers kept going up and up. This time the price she quoted was an additional $27 more than the last quote! Now 75 dollars more than the original quote!! As she is talking and telling me this - click again we get disconnected. The initial rep and I were completely shocked! It was obviously that these customer "care" representatives did not want to deal with what happened (probably because they knew they messed up) and hung up on us. This is terrible and quite frankly unacceptable customer service. The original rep now says she will call me back tomorrow and we will try again. At this point it is about 8PM (initiated the first call at 3PM) and she was supposed to be off at 7PM. So that was fine and I agreed to speak at 11:30 am the next day. 11:30 comes and goes, finally at 12:51 the phone rings and it is her. She said she is so sorry, and she spoke with 2 supervisors both of them agreed that this was horrible and I deserve more than this promotion for all we have been going through. She says we will call customer care (again) and then have them transfer me to retention in order to get what I deserve (her words). I have been a customer for about 25 years and I did say I would not proceed with the current price and start looking at other carriers. She did not want this to happen so we were going to talk to retention to work things out. She tries several times to connect to customer care - but this time it does not seem to be working. She says she can't connect because she initiated the call instead of me. However, she was able to do it the night before when she initiated with no problems. She tries a few more times and then, you guessed it - disconnected from her!  I expected her to call me back, since she pretty much kept her word so far and she and I were really trying to work things out and had a very civil conversation about everything even though I was very upset about the whole thing. I tried not to get mad because she was trying hard, but it seems now that nice doesn't get you anywhere. I don't know if it was the original reps fault for quoting me the wrong price or the system messed up but you can't provide a quote (in writing) and then back out of it. I did not get mad even once, but apparantly that gets you no where. And now I realize this whole thing is a complete scam!!!  They gave me once price to reel me in, once I accepted the price just kept increasing, and they act like nothing can be done about it. Don't give a quote if you cannot honor it, it is just a way to get you in and then bait and switch! I accepted a few increases, but in the end having to pay $75 more a month is not acceptable. And the fact that I wasted 5 hours yesterday and then all day today waiting for a call today in horrible. I have a lot of things to do and I am sitting here waiting for a call back (its now been 2 hours since the last disconnection). If I have to start this whole thing over again it is going to be really difficult to explain. On top of all this I told my kids they were getting new phones for the holiday's, but of course now I will have to disappoint them as I cannot afford to increase the bill by this much and I can't get actually speak to anyone. I checked in to a few other carriers and will be contacting them now to switch, but its too bad that customers like me can be so loyal and patient for so long, but the company does no give a dang at all. I will be telling all my friends about this and posting all over social media and wherever else I can think of to tell about it. Verizon really needs to hire competent reps that can provide satisfactory customer service and be honest and fair with their customers. I feel completely unimportant to them which actually makes it that much easier for me to leave. 

Re: Worst Verizon Customer Service Experience Ever!
Tigerstep
Sr. Member

That giant wall of text hurt my eyes, it was hard to read through it. With mentions of CS having to be called, I'm assuming this was a store who started it. If so, they are well known for giving inaccurate information and passing responsibility off to someone else. Maybe Telesales, hard to tell with how this post was written.

Honestly, just cancel the order and get your phones elsewhere that isn't Verizon.

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Re: Worst Verizon Customer Service Experience Ever!
9wood
Sr. Member

Typical of them to hang up on you seem all they do unless your being brought for sale i.e make them money other have reported similar problems with being told one amount and going up after than seems they pass blame or tell you to wait and get told promotion over or you don't qualify 

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Re: Worst Verizon Customer Service Experience Ever!
RossRunner2
Member

Wow. I thought i just has gotten a couple of bad apples. I was hung up on(disconnected) twice in the middle of conversations with them. This appears to be a systematic problem.  May I suggest you do the following: Send an email to Ronan Dunne, Executive Vice President and Group CEO—Verizon Consumer by going to this site and filling out the form:  https://www.verizon.com/about/our-company/leader/contact/916673, Next go to https://consumercomplaints.fcc.gov/hc/en-us/articles/205082880?from=button and file a informal complaint with the FCC. Maybe, if the executives receive enough complaints something will be done. They spend millions on advertising to get new customers and then these incompetent rep's cause customers to quit. I hope they see this as more than just the normal churn rate. Good luck and happy holidays!

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Re: Worst Verizon Customer Service Experience Ever!
9wood
Sr. Member

Can tell you from experience hang ups are very common and frequently occurs some laugh as doing it get nothing more than scripts and no help basically talking to yourself

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Re: Worst Verizon Customer Service Experience Ever!
vzw_customer_support
Customer Support

Julrab27, We're deeply concerned to hear of your journey with trying to get new devices. You deserve the utmost stellar customer service experience and from your feedback we have not lived up to it. We value your loyalty with us and want to investigate further. As we will need to gather account information we will be sending a Private Note as well. 

Melissa_VZW 

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Re: Worst Verizon Customer Service Experience Ever!
davekmn
Member

Verizon hired a bunch of new employees that because of Covid, have been working from home.  from what I can tell, are not properly trained and essentially incompetent to do their job.  My complain is listed Complete Verizon Incompetency or Scam! 

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