Customer Service and Accountability

[CChat]

Spent over 2 hours on the phone trying to resolve a billing issue for my mother, a 20 year verizon customer. Spoke with 3 seperate agents, the second said we would be transferred to a supervisor. Ended up holding for another 20 minutes just to get connected to someone who wasn't a supervisor. Got placed on hold again, then at 2 hours and 14 minutes into the call, the agent takes me off hold and I hear loud voices as if she is out at a basketball game or at a party. I call her name and no response. After several minutes of this, she disconnected the call. Having worked in a call center,  hanging up on your customers is unacceptable. Verizon, I'm disappointed. You are too expensive to not have top notch service.

[vzw_customer_support]

We hate to hear about the experience you and your mother went through. I am sending you a private message so we can address your concerns and turn this experience around. 

-Jazzy

[vzw_customer_support · Accepted solution]

Resolution Update: In reviewing your account with you, we were able to identify and address your billing concerns and provide clarification regarding your past customer service experiences.

For those who need additional information regarding our Certified Like-New Replacements and the return process, please review Certified Like-New Replacements for defective mobile devices FAQs: https://www.verizon.com/support/certified-like-new-replacements/
It’s important to note that after receiving your replacement, it is best to return your defective device within 5 days to avoid extra charges.

If you need any assistance, please contact us for support. -Red