Billing experience

[AW41]

I have been a customer of Verizon for many, many years. I recently woke up to a $700+ cellphone bill, even though my bills had been paid, as usual, with a text message stating that if I didn't pay it my service would be interrupted in 24hours. I called and spoke with an agent. They assured me it was a "System Error" and I was not at fault after an hour and a half. They then said they needed to transfer me to Financial Services so they could finish resolving it on their end. That agent confirmed the "System Error" and let me know all was well. The next morning, I wake to have my services shut off, can't make phone calls and can't even speak to a representative from Verizon.  Through my app, I finally got an "agent" to text me. After almost 2 hours of texting, the agent "Lisa" confirms the issues would be fixed and I would have a confirmation within 2 hours. Two hours later and a fourth agent now introduces themself as "Andrea" and asks me to introduce myself and the process began all over again. Truly, Verizon, what is going on? I have work, a family and responsibilities to attend to that require service. Would you like to instead pay me for all the time of mine you've wasted? Not to mention, I still am without service or solution.

[vzw_customer_support]

Hello, AW41. Help is here as you definitely deserve some answers and a resolution.  I see it has been a few days since you posted this. Please let us know if you are still in need of assistance. 

-Natasha

[AW41]

Hi Natasha,

Nothing has changed and no substantive assistance has happened. My account, like always, was paid and a month later my services were turned off. I will receive a text message inviting me to text back and forth with an agent "Lisa", "Andrea" or some other name. They will offer to assist me and resolve the issues. They then ask for my name and phone number to review my account details. They then ask me to explain again, the issues. Then I'm asked to wait while they "work on it" with promises of a resolution. Eventually, after hours of waiting, a new agent will text me and the process will begin all over again. 

On the morning when this began, I woke up to a text message from Verizon telling me my bill was overdue, and I owe $700+. Obviously, a mistake was made so I called Verizon. I spoke to a male agent who, after an hour and a half of investigation, let me know this was a "System Error" and I was not at fault. He confirmed my services would not be turned off, the charges that had been paid and that were showing a reversal on my account would be voided and that my next bill would be a total of $$220.49 due October 25th. He then told me he would transfer me to Financial Services so they could make those adjustments to my bill. I was transferred, spoke to a woman, and she confirmed what the previous agent had, too. I got off of the phone call and the next morning I woke to having all my services disconnected and I was unable to even call in and speak with an agent at Verizon. I have had to through suffer endless back and forth with an "agent" over hours of text messages. Nothing is being done and I've been lied to and gaslighted over and over again. I've decided the FCC can help me handle it if Verizon wants to lose a paying customer.

I can't communicate with work, my children-no one. You ought to be ashamed of yourselves for treating your customers, good paying customers, like this.

Unless you're going to correct the huge mistake your company, for some reason, is trying to avoid fixing, then I don't see how you can help.

[vzw_customer_support]

Thank you for the information and we're sorry that this is an going issues. We never want any of our customers to have problems with their bills, and we're going to make sure this is resolved ASAP. PLease be on the lookout for a Private Message so we can better help you.

~Jesse

[Angie_C1]

I have the same issue.  Rest assured last night my services wouldn't be interrupted and guess what woke up to service disconnected.   Can't get a live agent to save my life.  At this point I'm gonna switch carriers.   Verizon customer service is the most HORRIBLE I have ever seen.

[AW41]

I'm so sorry you're going through this, too. I've had Verizon for close to twenty years. I had them when I was a teenager under my parents, then with my ex-husband and now for my own account. It is a nightmare trying to deal with them, so I'm filing with the FCC for this latest ridiculous nonsense. And, like you, I'm switching carriers. There are so much better deals out there now than Verizon offers, especially for multiple lines-they're not worth this nonsense.  I wish you the very best, hang in there!

[AW41]

As an update, the agent who responded to this message was helpful. The only one in days and days who has been(Jesse). However, once the agent connected me to other Verizon agents, it all went down hill again.  The Customer Care agent was very nice when we spoke, but couldn't explain why the previous agents assured me my service would not be disconnected, couldn't tell me why they confirmed the issue was a "System Error" and she couldn't explain why someone else's credit card payment was on my account, but mine was not. I, now, am expected to pay $506 of "past due"  bills or not have service. For the icing on the cake, the call dropped in the middle of speaking with a Supervisor while discussing  payment arrangements. Hours and hours and hours and days and days of this. Its exhausting. I'm switching providers and I recommend anyone who is having difficulty with this company to do the same.