I am a long time customer. I have to say that the customer service has gotten worse and worse....especially over the last few years. From my interactions, it seems that they have moved their service teams overseas. My best guess is to the Philippines.
Some have limited English abilities and some do not understand basic issues that you are experiencing. Some constantly repeat back incorrect information and say they understand, but do not really understand. Some talk back to you. Many times, I've had to call back in multiple times to resolve the same issue leading to more bad interactions with Customer Service as I repeat explaining the issue to multiple people multiple times even though "they have taken notes".
All this combined with taking away the "paperless billing discount", imposing additional fees on the plans I've been on for many years and constantly rising "mandatory regulatory fees" that are just junk Verizon fees that pad their bottom line. They told me to change plans to get my paperless discount back and it wouldn't affect my phone credits, but then sent me an email a month later saying my discounts would be removed.
I ended up leaving. Even after paying the remaining balance on my phone, my total yearly cost will be more than 50% cheaper than what I was paying. I have finally resolved my last issue with them and have left and it feels sooo good. I would encourage others to do the same.
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