On Sunday November 17, we contacted Verizon about a $20 increase in our bill. The CS agent came up with a plant that saved the $20 and was asked multiple times, no changes in our service. Immediately after agreeing and hanging up we instantly got texts that our Apple Music was cancelled.
we also lost hot spot and other services. We did not agree to this change. Since then we have spent no less than 9 1/2 hours trying to resolve it, I have documentation of a 4+ hour chat where no less than 4 times did the agents helping me disconnect and I had to start over.
here is an actual interaction:
Of course, please stay connected. We'll update you once we have something alright?
Ok, just so it shows in the logs, it's 10:21 cst now
I will wait and see
@ Verizon Agent
Of course.
@ Verizon Agent
Unfortunately, it looks like the previous conversation you were having was already closed by the agent but don't worry, we will connect with the next available agent. Please feel free to type in your question.
Hello?
Great 11:09 and on to my 4 rep,
we even went to the store and they said, sorry nothing we can do! 18 year customers and we are about to leave if we don’t get help with this issue.
It's insanity. You get nothing with being a loyal customer
And it continues:
appreciate your patience while staying connected.
Please stay connected, on Tuesday 3 agents
disconnected
Verizon Agent
I will not disconnect. I am here with you.
Just checking in
• Verizon Agent
Good day! My name is Nes, your live representative. I'l definitely help you with your concern and put together a solution that will work for you and value that will enhance your Verizon Experience. Can you tell me more about your concern?
Why does this continue to happen, please see
above,
@ Verizon Agent
lam checking on it now. Please give me a few minute so I can assist you today!
And now chat has disconnected.
this is the worst company I have ever dealt with
Sent it now
I verified it
Verizon Agent
l already have your account pulled up here on my end and I am ready to assist you
So please, what are our services and perks per line as well as the cost of each and our plan cost total
& Verizon Agent
I can see here that you are already on the same plan that you have last month and you are receiving the same services & perks as usual. May I know if there is a difference with your experience so far?
Do I have Apple Music on 3 lines with the charge waived and do I have 3 lines of 5G ultimate with the
charges waived and is my projected bil $228
Message not sent.
Hello
Message
You are in the chat with a BOT. Type please connect me with a LIVE HUMAN , no bots .
I've read elsewhere simply typing "live agent" is enough. If it is in the middle of the night, a holiday, or Sunday, then you may not get anyone though.
I'm wondering if the $20 increase was because you have 4 lines on a legacy plan - there was an announcement a little while ago that the autopay discount was being decreased to $5/month per line on legacy plans. And then someone changed your old plans to something current, which then cancelled your Apple perks because the Apple perks used to be included in the old plans, but they are not in the new ones.
Verizon has taken 1200 dollars out of our account and refuses to issue us a refund even after several agents and supervisors have “read” the notes on our account which states we do not owe that money due to fraudulent activity on our account. I have been dealing with this since August and over 20 phone calls, interruption of service 3 times, going to the corporate store 6 times and no one can help, no one knows what the other person is doing and the people at the call center are less then competent. We have been customers for for at least 10 years if not more, but after dealing with this issue and them not making it right we will be switching to a reputable company, one of the calls I was on lasted 8 hours! Good luck to you!
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