Customer Service for Affordable Connectivity Program

[nyc3]

Today, I called Verizon regarding the Affordable Connectivity Program (ACP) we applied to. Since we had been approved and the person we spoke to said that it would be immediately applied to our account, we were surprised when we saw that our regular bill amount was still popping up.

I called customer service, and the guy who answered wasn't clear. I asked to speak to someone else, so he transferred me over to the Financial Department. The Financial Department guy said he apologized, but sometimes, instead of directing calls to the  (ACP)  line, calls were directed to Collections. So this person then transferred me to ACP.

The woman who answered the phone was terrible. And it takes a lot for me to say that about someone. I was explaining how the young lady that we had spoken to, the day before, had mentioned that our internet was going to be free from that date on, effective immediately. This ACP lady did not let me finish and immediately said "NO!"

She was explaining that the charges of Disney+ and AMC were popping up in the bill because we signed up for them. I said that was incorrect because we had not. The entire time she sounded like she hated her job and was in a miserable mood. I asked her to clarify why the bill was showing up the way it was since we had gotten approved for the ACP. She was losing her patience and being extremely rude, and I politely said, "I don't like the way you are speaking to me."

This woman was not going to hear any of it. When I began stating "I do not know what I did to make you angry," she rudely said, "Okay, we're done here" and proceeded to put me on the music hold.

Verizon, what the heck? What kind of people do you have working for you? Please go and listen to the conversation.

That lady most definitely, should be fired because she so quickly lost her patience and VERY rudely dealt with a customer. I live in NYC. People here need to have thick skin already. However, I have NEVER EVER had someone act the way they did today.

This woman was beyond unprofessional and greatly condescending. She simply should not work in customer service if she can't keep it together. I felt the need to share this because her behavior was insane!

Did she feel she could behave in that manner because I was a recipient of the ACP? Would she speak to someone who was paying full price like that? Was she being discriminatory?

Absolutely insane experience. For my fellow ACP recipients BEWARE that the people on the other end of that line can come at you intensely unprofessional.

[kh_jenn]

Hi nyc3,

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