No way to recover chat transcript
ballincopt
Enthusiast - Level 2

I purchased the iPhone 14 Pro Max and ported my number from AT&T to take advantage of this "online only" promotion, and completed my purchase after hours on chat which I found terribly inconvenient but necessary for this "deal." Given I had signed a 3 year commitment worth thousands of my terribly hard earned money, I stupidly and naïvely thought that Verizon would send the pages of back and forth quotes between the chat agent and me to my email because it is common sense that when a customer signs a deal worth thousands of dollars over several years a transcript of the chat is sent to their email. To literally no one's surprise, the real bill was way over the advertised quote I received from my chat agent. I spent over 10 hours on the phone and on chat desperately trying everything in my power to recover this chat. As soon as one would hear that I was trying to recover a chat, they would avoid the question or start asking me for useless irrelevant information to avoid offering any helpful information. Billing of course conveniently denied any record of any and all of these alleged quotes that my chat agent offered. I did not receive the fabled chat ID number or link to send to email they suddenly started asking me for, and to my horror saw other posts that you can no longer copy/paste the chat. Verizon, ehen money is handed to a business, the customer is entitled to a receipt. Why am I teaching this basic customer service 101 to a company that calls itself the greatest? I have never been so enraged with a mobile company in my life. I truly regret every life decision that led me to the horrific train wreck of an organization that is Verizon.

1 Solution
TiredofLiars
Enthusiast - Level 1

I’m dealing with a similar issue. Except I’ve been with Verizon for 20 years. I upgraded one of my six devices in April. I was on their website and took advantage of a promotion. A live chat agent assisted with the upgrade and device trade-in. Made it clear that with my trade-in (if received in the condition I stated) my newer phone wouldn’t cost me anything per month. Only a one time cost for upgrade fee and taxes on new phone. This was actually higher too, because they tax you on the upgrade fee. When I requested confirmation from the agent of everything he told me, the website crashed.  I wasn’t able to login because they were experiencing errors. Four minutes later I start receiving emails that did not align with what I was just promised. I have been screenshooting every chat since and recording when the site crashes. It’s beyond frustrating. 

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1 Reply
TiredofLiars
Enthusiast - Level 1

I’m dealing with a similar issue. Except I’ve been with Verizon for 20 years. I upgraded one of my six devices in April. I was on their website and took advantage of a promotion. A live chat agent assisted with the upgrade and device trade-in. Made it clear that with my trade-in (if received in the condition I stated) my newer phone wouldn’t cost me anything per month. Only a one time cost for upgrade fee and taxes on new phone. This was actually higher too, because they tax you on the upgrade fee. When I requested confirmation from the agent of everything he told me, the website crashed.  I wasn’t able to login because they were experiencing errors. Four minutes later I start receiving emails that did not align with what I was just promised. I have been screenshooting every chat since and recording when the site crashes. It’s beyond frustrating.