How do I make a formal complaint?
I've spent hours on the phone (last time over 4 hours) and hours on the chat system.
Every time I get promised that everything is in hand and they just need to allow the computers to catch up. No service interruption and no bad credit reporting.
Today they cut all our lines, which left my teenage daughters (13 & 14) stranded with no way to get in touch.
Their staff are always like "we are here to help" and "place your trust with me and I promised to get this sorted" and each and every time they either disappear (chat) or lie (calls).
I'm so sick of them, I've asked 5 times on the chat for details of how to make a formal complaint and who oversees the industry (so I can refer the complaint) and each time they just ignore the question and say, "I promise to get this resolved for you". But they disappear and when they come back it's like they have no idea what the problem is and it's like I'm talking to another person.
I'm really concerned about my credit report as we are applying for a mortgage and car finance soon
I can help with your request for escalation and your service issue. Please check your direct messages for an invite so we can get started.
-Kaye
Hi! How can I get back in touch with the person who helped me last? I've had my new bill and I've been charged reconnect fees on every line and i need the autopay activating for the additional discount
We can definitely help out here with any fees on the account and getting the auto pay set up for the discount. I'm sending over a private message to get started.
-Meg
Hi, there is a large pool of agents who are responding to customer inquires, so trying to get the same person again at the call center or whatever the facility is would be difficult, unless someone gave you direct contact information. Quick question: was your last autopay transaction declined for some reason? Unfortunately, if that happens, the system cancels your autopay and you're not allowed to sign back up for it for 6 months. Otherwise, the instructions for getting autopay set up are in the link below.
Regarding the reconnection fee, I checked the website and there is a $20/line reconnection fee for service to come back on if it was shut off for nonpayment before.
Addendum: Since you paid the bill, your credit should not have been extremely affected. It's when Verizon writes off an account and sends it to a collection agency, then it really hurts your credit score. Hope things will get better for you soon and best of luck on the mortgage and car loan.
Don't know what service plan(s) you and your family have, but if the phone bill is becoming too burdensome, Verizon does offer prepaid service, which is more budget-friendly. You do have to deal with deprioritization which tends to make your data speeds slower, but if some of you don't use your devices that much, something to consider. I can give you the contact number of the department which handles postpaid to prepaid conversion if you're interested.
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