I have been a Verizon customer for 22 years. They were always the best in my opinion. HOWEVER, whatever they have done by outsourcing customer service overseas, revoking Verizon store employees’ ability to access customer’s accounts…..it’s HORRIBLE! I have called 7 different times for the same issue and each call lasts 45mins-1hr and each time I’m told the issue is fixed, but then receive messages that I’m being charged for something I shouldn’t be. When I call back I’m transferred from 5 different representatives who are all NOT in the USA. I’m done with Verizon!
Store employees are able to access your account - they've done so for me. The CS reps on these forums can also access your account if they PM you a custom link for you to click upon so it authenticates your account. Don't quote me on this, but I think it's the bank account information you have linked to your Verizon account if you're using auto-pay which they can't access.
My experience with calling Verizon has been the same as yours otherwise. End up with someone at a call center overseas.
Had thee worse experience on 3 different occasions about the SAME issue with extensive call and wait times and not being understood and when understood, they repeat what we agreed and what is offered, I hang up only to find they retracted or did not properly credit my account! I finally got someone else and they helped me! The outsourcing and poor training and customer service quality and customs were evident with reps from one outsourcing call area. Got another from a different one and he was much better and I got somewhere but I was not fully comfortable until I spent time chatting with an agent a few hours later. They were awesome but after 25 years we should not be dealing with this! And then my only option is to be charged $10 for asking to speak to one of these poorly trained customer service reps???
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