Verizon customer care has become horrible. I have been a Verizon customer for decades and have never seen it this bad. It is impossible to speak with an agent unless you call from a number not associated with an account and then lie and say you want to be a new customer.
I bought home internet at my local Verizon store that was not associated with a phone number. The bar code on my bill does not allow me to pay the bill so I have to go through the same ridiculous process each month. Last month agent did not bill me $10 to help me, this month's agent did. I gave him my bill account number and he emailed me a link to pay. He told me I would have to visit a store to make the process easier.
New Castle IN Verizon store had equally horrible customer care. No attempt to acknowledge arriving customers or establish order for next customer to help. On 2 separate occasions customers had to point out that I was next, not them.
If you have any other decent options, avoid Verizon - not worth the frustrations.
If you have the 4G or 5G Home Internet service, I've heard that your My Verizon account setup is tied to the "phone number" assigned to the internet cube and that there are indeed issues with it, because the internet cube cannot accept emails, texts, or phone calls directly. ☹️ There is a one-time bill pay site you can use to avoid going to the store (I'm wondering if it was a 3rd party store and not a corporate one, that place which charged you $10 to help you pay your bill).
https://www.verizon.com/digital/nsa/nos/ui/payment/otp/login#/
As for the quality of CS, a lot of us would agree with you; however, the other large carriers also outsource their CS overseas, which I don't think has helped anyone. Guess when everyone is doing the same thing, there's not much incentive to be better?
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