Customer Service Poor

[KamieKam86]

Where else do I escalate this issue outside of the BBB? I was talked to absolutely unprofessionally and treated nothing short of poor by the Verizon "manager" . The Manager mentioned below transferred me without warning, purposefully to an incorrect department after she knew my hardship and advised she would help resolve. The man who answered even confirmed (That is a good question Im not sure why they transferred you.) I have an illness and I am in and out of the hospital. Upon getting out of the hospital most recently this happened.  I called Verizon again over the phone  and was not really helped when I filed the complaint. 

On 10/20/23 I set up a payment agreement to resolve my past due balance. When I called it did confirm the payment was set up in the system. That same day, my service was suspended. First man I spoke to said he saw the issue and would ask to get the service reconnected. I then was randomly transferred without notification to Rep then Manager. The rep refused to help and claimed even though there was an arrangement on file I had to pay the balance to reconnect service. Never happened to me before, I questioned the rep. Got me the manager who was disrespectful and told me it was my fault, was demeaning, told payment is past due and pressed me for payment TODAY. I explained I know payment is past due but I have set up arrangements like this in the past and my service was not cut off. I advised the 1st rep who answered told me he saw it was incorrect and would get it reconnected. The manager then placed me on hold and with no warning transferred me to a rep I believe in Activation and IT. He didnt know why I was sent to him, advised he had no idea. He listened to my issue and within 2 mins was able to assist and reconnected my service. Ive been with Verizon for 7 years and I have never dealt with someone like this manager over the phone. Also when I tried to get a rep at first it would not connect me several times. I had to call from another phone to get a rep on the line not auto. I needed a person. The company messed up but I had to go out of my way to speak to a real person because Verizons system refuses to give you a real person unless you call from another phone. That is absurd. Then the disrespect I received from your "customer service" staff was nothing short of bill collection tactics from early 2000s before the CFPB. I was treated very poorly. My service was disconnected in error and now I'll be charged 40.00 for the disconnection. Which was not my fault as I set up payment and the poor and rude customer service I received.

[kh-gary]

Hi KamieKam86,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on the envelope icon that appears at the top right corner of this page. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.