Idk what happened?? For years it was excellent service, amazing customer care, and then all of a sudden it’s taken the sharpest turn for the worse I’ve ever seen. Ive been working on an overcharge for three months now. Today I spoke to customer service rep and asked to speak to a manager, he put me on hold for twenty minutes and said the manager wasn’t available and that the manager would call me back which is the same thing that was told to me yesterday and I never received a call back and asked to just wait on the line, he asked me if I could please just get a callback instead and I said no I’ll wait on the line, he sighed and started saying “sir? I can’t hear you sir? I need to disconnect the call.” And literally hung up on me. I was just staring at my phone in shock. Two hours on the phone at that point. I called back and was told there’s no notes on the account and they have no idea who I was speaking to. Another hour went by and supposedly they are trying to process a credit again. I’m owed 220 dollars at this point. Originally I wanted the money put back in my account but they told me it would take about a month to make that happen and that the credit would be simpler and only take about ten days so I opted for that but that was three months ago. I’m still not even sure why I was overcharged in the first place they just keep saying “these things happen”
I have never minded speaking to customer care from India before but the language barrier has been so extreme with Verizon that I’ve had to like explain what certain words mean, which I feel so awkward about. I’m not saying they are dumb or anything like that, once I’ve explained the word it’s always smooth sailing but that’s happened on three of the calls so far and I often can’t understand through the accent what I’m being told. Which is a unique experience I’ve never had before. I’ve spoken to lots of customer service agents based overseas obviously, so I think this problem is unique to Verizon.
Hello, Jaake, sorry to hear you've had to contact us multiple times for the same issue. We certainly want to help address your concern and find a solution for you. So we can best assist, we will be reaching out via Private Message.
-Lauren
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