Formal complaint to corporate about a Verizon employee

[justThisOneTime]

Dear Verizon, 

Consider this an official complaint about an employee at this location.

Employee: Trinity [(614) 994-8854]

Address: 1307 W 5th Ave, Columbus, OH 43212

Phone: (614) 670-8576

Description: On May 31, 2025 my Verizon hot spot suddenly disconnected at a very inopportune time. The outage occurred because Trinity changed our service plan after bypassing the Verizon authorization procedure.

I am the account owner and payer of the bill. We have two additional members who have access to the billing information. Another member of our phone plan received a call from Trinity. This person is not the account owner. They are not permitted access to the billing information. This person consented to Trinity's request to change our phone plan. Trinity executed this change with a verbal request. Trinity did not send the standard approval request via text message. I did not provide my consent to this change. The change in the phone plan led to the hot spot not working. As I mentioned earlier, this was a very inopportune time.

I believe my consent was required because days earlier the person on our plan who accepted the change of plan request also required my authorization to purchase a new device. At that time a text message was sent to my phone, and I approved the change. Days later, when the incident described above occurred, our phone plan was changed, and no text message was sent. 

When I questioned Trinity about this change, I do not feel he/she was honest with me. Trinity said verbal approval was okay. I asked to speak with his supervisor to confirm this statement. He said he did not have a supervisor. After repeatedly questioning this statement, he/she said the supervisor would call me when they returned. I have waited for 15 days without contact from the supervisor. Hence, I am writing to you now.

I instructed Trinity to change our plan back to its original configuration. When I called back an hour later, still with no hot spot and the plan unchanged in the online accounting system, Trinity said he/she could not take a verbal authorization. A text link was subsequently sent by Trinity after this second request. It seemed odd to me that a verbal approval was accepted from a member of our phone plan but not the account owner. Changes were made to restore the account, which I confirmed shortly after the incident. Fast forward to today, I see the changes requested by Trinity have been re-implemented on our account.  Again, I did not approve these changes. 

On the day of the original plan change, I authorized changes to the account one time. This authorization was meant to revert the account back to its original state. No other permissions were granted. I am suspicious that the text authorization was used to electronically document my approval to changes before or after this request. I did not approve these changes.

As I presume you have access to my account, you can see I have paid Verizon monthly for over 10 years with my last monthly bill >$200. I say this to let you know that I have paid Verizon a fair bit of money. To underline the importance of this outage, I will be switching my services due to this incident. I cannot rely on a company that can discontinue my service without checking with me first.

[vzw_customer_support]

I appreciate you taking the time to raise this concern. We take account verification very seriously and want to make sure your account is safe from unwanted changes. We'd hate to lose your loyalty after 10+ Years! I am sending you a private message to further address your concerns. 

-Jazzy