Customer Service

[hannahcliver]

*Note: I have screen shots to provide as proof of all chat conversations referenced below.

On January 19th I contacted Verizon support to inquire what it would cost to take my existing phone lines to unlimited ultimate, and add my wife's line to the account also on unlimited ultimate. I was shopping pricing with various cell providers to see what the best financial option would be. During this conversation with the verizon representative I was not only quoted $215.37 total monthly going forward, but reassured multiple times that this would be the cost after specifically asking for clarification.  Once that conversation ended, I checked my future bill and it was much higher than this, so I chatted again (also on the evening of January 19th 2025). At this time I was told that the first representative had mis quoted me, BUT not to worry as they had escalated the issue and my bill would have an adjustment made to it so it would in fact be $215.37 going forward. I was told this would happen automatically, however when my bill generated if it was not $215, to simply reach out to verizon and they would see the escalation and push it through for me. So, last night (2/9/25) I did just that. My bill was not correct so I chatted to have this fixed as instructed. I was on that chat for well over an hour and promised yet again that it would be fixed by the end of it, however at the end of it I was actually told my bill would be $238 and there was nothing anyone would do about the fact that I was flat out lied to about the price and about the escalation allegedly processed to make sure that the adjustment was made to correct it.  This morning (2/10) I called to attempt to discuss this further and when I was transferred to a manager (Julie) she was rude, refused to assist me further, and although I was professional and courteous processed to hang up on me when I simply asked to remain on hold until someone who was able to advise further would be off another call and able to discuss the issue.  As a long time customer of Verizon I am absolutely appalled by the horrendous customer service provided, and that your agents and flat out lie with no directive or desire to make it right by the customer when these lies come to light. The $215.37 I was quoted monthly was already more expensive then the quotes I had gotten with other phone providers, but I went with Verizon because I am a long standing customer. Now my bill is $238 and after this service experience I have absolutely NO REASON to stay and pay this much more to be treated like garbage.  I will be switching to another company as soon as humanly possible. 

[hannahcliver]

To update the situation, I also attempted to connect with Verizon's social media support, and was essentially told it was my fault for not reviewing the fine print of the documents emailed to me (when I was specifically told via the verizon rep to disregard the amount shown in the e-mail as it was incorrect, and my bill would in fact be the $215.37 and they should have proof of this in their chat records). I was told yet again an incorrect bill amount by the social media rep, and told me I was wrong until I provided a screen shot of proof of what my bill was going to be going forward. Once he admitted to what my actual bill was going to be going forward, all he offered was a small refund to cover the difference for 6 months, which is not even close to the long term financial impact this will make on my family, and again said it was my fault for not reviewing the fine print (I now know going forward not to believe anything anyone at Verizon tells me, so lesson learned I guess). Apparently Verizon can make up pricing to convince you to purchase from them, and then do nothing to make it right when the actual price is nothing close to what you were told. 

[vzw_customer_support]

Hello hannahcliver, thank you for reaching out here and sharing your experience you have had with calling and chatting about the bill. I know haw this can seem overwhelming when balancing everyday needs. Do you have time for us to review the account? Please reply to the following Private Message to move forward. We can talk details there to keep you information secure.

-Deb