How Do I File a Complaint
loyalcustomer12
Enthusiast - Level 1

How do I file a complaint and actually speak to a manager or supervisor who can give me a concrete answer? After spending over an hour on the chat and speaking to three different people, not one of them could give me the same answer. I have screenshots of the conversations. The first told me I had a free upgrade for both my lines since I am a loyal customer of almost (if not more than) 20 years. When I tried to get that upgrade, the second told me my bill would be increased (so not a free upgrade). When I questioned this, they transferred me to a "specialist" who told me that both were wrong and I couldn't have a free upgrade. When I questioned this, then they changed their answer and said I could get a free upgrade! At this point, I said to have a manager/supervisor contact me, as I'd been on chat for over an hour, that morning and that night. Of course, no one has contacted me. My husband was able to receive a free upgrade on his line, however I am now waiting to get the bill as I'm concerned it wasn't actually "free". Not a way to treat loyal customers!

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vzw_customer_support
Customer Service Rep

 

We appreciate your loyalty and always want to be transparent bout your account. You can log in and se your account online. It will tell you your upgrade eligibility and if you have an early upgrade offer. If you wish to speak to a supervisor you can call in or contact us here and ask for a supervisor : https://www.verizon.com/support/contact-us/   -Joe

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