On the decline
SDcharge
Enthusiast - Level 1
Once again, I find the Verizon Customer Service representatives useless. I've been a Verizon customer for about 18 years, and it seems like the customer service experience has been declining year after year. This time around, I called to inquire about a charge on my bill for Disney+. I canceled the Disney+ service on April 21, I got a message on April 23, highlighting my bill for the next payment schedule and it reflects a charge for Disney+. I called to speak to a customer service person to discuss this charge and explain that I canceled this service. When I was connected with the customer service person I provided my name and saw that I was a Verizon customer. When I mentioned that I was calling about a faulty charge, they proceeded by asking for my name again as well as my phone number. This tells me that they're not paying attention to the call because now we're going over basic details that we already covered, AND they should already have it in their system (on their screen). I asked about removing the charge, and they couldn't remove the charge, which then they proceeded to tell me what my next bill payments will be without Disney+. I asked if the call was being recorded, they said yes, I asked them to send me the recording, they said they can't do that. I asked for a transcript of the call and they said they couldn't provide that. I'm obviously getting frustrated at this point, and shared that there's no point in continuing this call because you're not at all helpful and you're not providing a resolution.
 
There always seems to be something with Verizon. They are one of the most expensive providers out there, so one would think their customer service would be a good representation of their premium cost. This is a clear example of where premium pricing doesn't equal/mean premium experience, and this is why more and more providers are joining the market. And for customers who've been with them for years, I don't really see any incentive for people to stay, or add any of the numerous add-ons, devices, or accessories they market through email - those would just be more headaches and bad conversations. Our costs are going up, they don't offer discounts, promos, or rewards for loyal customers, and the customer service experience is on the decline - what am I missing, why stay?
Labels (1)
Re: On the decline
vzw_customer_support
Customer Service Rep

We're sorry to hear about the charge for Disney+ still being on your next bill summary. We'd like the chance to provide you with the peace of mind you need and make sure it's been removed. I'll be sending you a Private Note shortly.

~Jesse

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Re: On the decline
vzw_customer_support
Customer Service Rep

Hello there. Our goal is to help you as much as we can. Were you able to use the authentication link we provided you with? If you still have issues, please don't hesitate in reaching out to us. 

~Ivone

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Re: On the decline
Chewbacca76
Enthusiast - Level 2

The only reson i stay if for the reliable service. Not customer service. The phone service. The customer service, store reps, and chat reps have no idea what is going on. Everyone is always telling you something different. I feel like the extent of thier training is just try to sell em something differwnt and apologize for bad experience. And your right about recoredings and transcripts and such. My chat transcripts mysteriously vanished. They are never held accountable for anything. We just pay out bill and keep going.

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Re: On the decline
Nickjames138
Enthusiast - Level 2

YES!!! Totally agree! Verizon is awful compared to their customer service half a decade ago.  I can never get a US representative on the phone and they push you to chat with a robot. Also, it feels like every representative is trying to s€am  you into a new service plan for less money, but it ends up being a terrible plan on a wide ban network that’s slower. After being with Verizon for over 20yrs, I’m very close to switching to another provider. 

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Re: On the decline
Nickjames138
Enthusiast - Level 2

@SDcharge wrote:
Once again, I find the Verizon Customer Service representatives useless. I've been a Verizon customer for about 18 years, and it seems like the customer service experience has been declining year after year. This time around, I called to inquire about a charge on my bill for Disney+. I canceled the Disney+ service on April 21, I got a message on April 23, highlighting my bill for the next payment schedule and it reflects a charge for Disney+. I called to speak to a customer service person to discuss this charge and explain that I canceled this service. When I was connected with the customer service person I provided my name and saw that I was a Verizon customer. When I mentioned that I was calling about a faulty charge, they proceeded by asking for my name again as well as my phone number. This tells me that they're not paying attention to the call because now we're going over basic details that we already covered, AND they should already have it in their system (on their screen). I asked about removing the charge, and they couldn't remove the charge, which then they proceeded to tell me what my next bill payments will be without Disney+. I asked if the call was being recorded, they said yes, I asked them to send me the recording, they said they can't do that. I asked for a transcript of the call and they said they couldn't provide that. I'm obviously getting frustrated at this point, and shared that there's no point in continuing this call because you're not at all helpful and you're not providing a resolution.
 
There always seems to be something with Verizon. They are one of the most expensive providers out there, so one would think their customer service would be a good representation of their premium cost. This is a clear example of where premium pricing doesn't equal/mean premium experience, and this is why more and more providers are joining the market. And for customers who've been with them for years, I don't really see any incentive for people to stay, or add any of the numerous add-ons, devices, or accessories they market through email - those would just be more headaches and bad conversations. Our costs are going up, they don't offer discounts, promos, or rewards for loyal customers, and the customer service experience is on the decline - what am I missing, why stay?

So, I’m on the phone with them now….non US representative (a representative out of the country which is ridiculous because they have completely different ways of using cellular services) I have a simple request and I see what they do now. It seems as if the reps are trained to keep you on the line as long as possible, confuse you as much as possible so that you end up with a lesser plan and end up paying more in the end. This truly seems like the plan on Verizon’s end because this happens everytime I call customer service. 

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Re: On the decline
vzw_customer_support
Customer Service Rep

Thanks for reaching out Nickjames138 and sharing your experience.  We respect your honesty and feedback.  We never want you to feel pressured into something you do not want. We are here as consultants and get excited when we see something new you would benefit from. We do know the network, technology, and myPlans and Perks continue to change. We are here to ask questions whenever you may need us as well as the information available on MyVerizon or Verizon.com to provide you with current offers.

-Deb

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