How to file a complaint?

[ZLIANG]

I have some of the worst customer service possible via Live Chat and over the phone. It is outrageous. how bad the staff available is.

Day 1(5/5/2015): First an agent over the phone, whose name I couldn't really make out even after her repeating it several times(Josephine?), told me that she would be able to renew my bundle at the same rate I was getting. I agreed and went through the whole procedure to agree with the terms and bundle and what not. I received an email confirmation thats shows such a different price. I informed the agent and she declared that it was her mistake and will cancel this service immediately. I inquired if she can renew my 2yr agreement at the current rate since she stated that she was capable of doing so. She said NO, there was an error in attempting this now. I acknowledged that and inquired about what other discounts are available now. She stated that there is NO discounts available for my account at this time. I was furious because my bill is going to jump about $60/mo so I  asked to speak with a supervisor at this point and she transferred me but no one picked up. The line just kept ringing. I was patient enough to wait 5 minutes before hanging up.

Day 2(5/6/2015): I called in and wanted to know if there is any valid discounts going on for my account. The agent informed me that I just newly signed up for a new bundle. I was shocked because the previous agent, Josephine, told me she cancelled this bundle already. I immediately had this agent which I do not recall the name of at this point cancel this newly signed agreement. I asked if there is any new discounts available and he said that he didn't see any. I asked to be transferred to a supervisor and got Cathy on the phone. Cathy was very polite and easy to talk to. She informed me since a new bundle was recently made/cancelled, we will not be able to see offers available for you as of today. You will have to call back tomorrow and we should see what offers you are eligible for. Now that I think about it, the first agents name of day 2 is Robert, he was helpful as well.

Day 3(5/7/2015): I got Leah on the phone from Virginias department(not sure if its the support group or the technical group). She informed me of rates that was worst than what was available online when I create the bundles myself. She wanted to know what offers I see in my account and I gladly took a screenshot and sent it to her email address. She was thrilled for me that I was offered such nice discounts and I agreed that the offer is amazing and will be signing up for it now. Then I realized that the Month 1 payment difers from the Months 2-24 payment greatly. This is the offer I see when I select the $120 prepaid Visa gift card : Your 2-year bundle price: $79.99 months 1 - 24. I informed the agent regarding this and she requested for me to take a few more screenshots of this and will forward it to her supervisor. She wanted me to notify her via email when I was available to talk over the phone the following day after speaking with the supervisor. She informed me that her hours are 12pm-9pm.

Day 4(5/8/2015): Today, I sent Leah an email and shocking no response. She was ecstatic to assist me yesterday but totally ignored me today. I did contact her pretty late, around 8:20 EST. So I would give her a past on this. I decided to try a live chat instead of calling in, incase she would call me. I am appalled by the service provided over the live chat. The representatives can't wait to get rid of you and does not offer you the best available prices even when you inquire about it. They would only bring it up after you mention it.

 - I speaking with Shaun. I inquired why the price he is seeing on his end differs from the price I see. Unable to answer the question, he suggested that I contact an Account Specialist This agent blatantly lied to my face. For some reason he was able to transfer me to an account specialist minutes after he told me the hours of operation. Totally frustrated at this point, I have to apologize to the next agent that received my full head of steam.

Account Specialist Caesar is the agent I just spoke to. He informed me that he has two offers available for me.  He stated that the bundle I have in cart is "wrong and is an error". After a ruthless debat with this agent and me bringing up that that $20 offer is a joke because a $30 discount is visible on my end  as well. After me mentioning that, he goes back on his word and said, oh yea, I see that offer as well. By this point, this agent is just playing games with me because why would he not mention this offer from the beginning or acknowledge the discounts I see in my cart. No only that, this agent just couldn't wait to get off this chat conversation. I requested for his ID # and he stated that he is not allowed to provide that information.

Hopefully I can get a bundle I like at a price I can afford and continue to be a loyal customer with you guys. At the rate that this is going, it is looking unlikely.

Will be forwarding this towards the email address provided as well

[ElizabethS]

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.