URGENT. REQUESTING EXECUTIVE LEVEL INTERVENTION.

[Chris16V]

I am a senitor and also a 20+ year Verizon customer, I have a brain tumor and work from home by special consideration with my job while I deal with this, and  Verizon is about to cost me my entire career because of $900+ charges on my bill and I can't get any effective help after 20+ hours on the phone over the last 6 months.    (much MORE than 20 hours, you can see it on my account.)

I get outsourced customer service that NOTHING is ever as promised, no follow up, no accurate notes on my account, and it takes an hour of low level customer service hoop-jumping to get a "manager" to make promises and leave me hanging.

The entire premise of my position is me being connected and available, now because of Verizon customer service and this billing mess, my 20+ year phone line AND my home internet are about to be suspended and cost me my job.   

I am beyond desperate.  I have even emailed executives through social media (which I normally don't have/use) and I can't get a single reply.   I'm a senior with excellent credit and own my own home, I am not an irresponsible teenager.... that I can't maintain a trouble free account (and even keep it on and working during an extreme time in my life) is beyond ridiculous.   Even my Verizon account is blocked from taking credit card payments or bank ACH, and require me to go into a Verizon store to make payment (which I am unable to) because of nothing but sloppy and insufficient customer service. 

PLEASE HELP.  I am so exhausted and desperate I just want someone to fix this constant issue that's going to destroy my employment when it's disconnected. My job is not replaceable and I am furious to be stuck in this situation.

THIS IS URGENT, PLEASE HAVE AN EXECUTIVE REACH OUT TO ME ASAP, if my account is suspended it will cost me my job of 25 years.

[vzw_customer_support]

We're sorry to read about your situation and we want to help. We'll be sending a private message. ~Peter

[Chris16V]

I have replied to your question three times in the 12 hours since you sent it, still nothing.  This is an EMERGENCY, if my phone is disconnected, I loose my job.  (Because this would be the third time, though the previous two times I was assured it wouldn't happen (confirmed by a follow up text) by Verizon supervisors and it happened anyway.). I have no room or excuse for an exception anymore.   I am under the impression I'm talking with someone about an EXECUTIVE EMERGENCY, am I still talking with a bot or someone overseas?  This is the very issue that let this get into this situation.

[Chris16V]

I still need to hear from someone.

[Chris16V]

MY PHONE GETS SHUT OFF TODAY, I HAVE BEEN TEXTING 3 DIFFERENT PEOPLE, TODAY SOMEONE SENT ME A LINKE TO SOME PAGE, THAT PAGE CLOSED AS SOON AS IT OPENED, NOW I AM BLOCKED FROM EVEN SENDING A MESSAGE TO THE PERSON WHO SENT ME THAT LINK, AND I GET TO REPLY, NO TEXT TO MY PHONE, NO CALL, NO EMAIL, LIKE I NEED TO START OVER FROM SCRATCH IN THE MIDDLE OF AN EXTREME EMERGENCY THAT IS ALL VERIZON'S FAULT.   THIS IS INSANE.

[Chris16V]

The link the person I was texting led to a page that closed almost as soon as it opened, now the link doesn't work, AND I AM BLOCKED FROM EVEN WRITING THE CUSTOMER SERVICE PERSON to let them know.   Now I have no messages, and not even a phone call or text.   THIS IS IMPOSSIBLE.

[SynthpopAddict]

Are you referring to a link sent in a PM to you from Verizon CS to get to chat support?  Those links have a timed expiration.  It's been a few months since I needed to use that feature, but I noticed back then that some internet browsers (Firefox) aren't compatible with the link opening either.  Firefox has since put out a couple of updates, so maybe that's been resolved, but I wouldn't know for sure.

If you mean you were in a chat window with a Verizon agent and it just quit on you suddenly, yes, that's another problem I've seen myself and read about elsewhere.  It's as if the chat itself times out after an hour or 1.5 hours.  You have to keep trying to get back into the live chat while logged into your My Verizon account, but chances are you're going to get a different rep on the other end if you get back in.

[Chris16V]

Thank you for this input.  It seems every problem I have, there are hundreds if not thousands of others who have recently had it too.  Any of us in this section only seem to be here because of going through so many other avenues looking for help or solutions.   Yeah, it was just a glitch, but the problem is that nobody sends me another message, another link, an email, a text, a call, nothing... I have to start over from scratch, even my messages going back to Verizon are blocked so I can't tell them to send me another link.  It's infuriating.   Thanks for your reply!

[Dumpsterfire24]

We get “disconnected” ALL. THE. TIME. I don’t want to deal with it either. If ONE person was assigned to ONE account, this could be rectified. I’ve talked to 66 people since August. None of them know my nightmare. I was promised an inconvenience fee in a large amount, but it’s never been applied to my account or put back on my card (which is what the deal was). I see they “applied” it one month except.. there’s no way. I had over $500 in credit for various reasons. $333.33 allegedly went towards that bill & IF that was the truth? I wouldn’t have had a bill of over $400. I hate this for you. Once you get to this point? Go. Elsewhere. It’ll never be fixed. 

[vzw_customer_support]

@Chris16V  wrote: The link the person I was texting led to a page that closed almost as soon as it opened, now the link doesn't work, AND I AM BLOCKED FROM EVEN WRITING THE CUSTOMER SERVICE PERSON to let them know.   Now I have no messages, and not even a phone call or text.   THIS IS IMPOSSIBLE.

I'm sorry you were having trouble connecting with us. I saw we were messaging you via Private Message a little while back. I've sent a fresh message, so we can look into these issues with you. 

-John

[SynthpopAddict]

@Chris16V, sorry to hear you are going through this much.  I must've not seen the image you posted earlier, as it takes a while for images to be vetted and become visible.  I have a few suggestions for you:

1) Every forum has a limit on how many private messages can be in your account.  Your PM inbox or sent box is full, so what you need to do is delete some of the older PMs from both your inbox and your sent box and then you will be able to send PMs again.

2) The autopay thing not working is probably because you missed a payment somewhere, which I can totally understand with all you're going through.  But unfortunately, missing a payment cancels your autopay and you can't sign back up for autopay for 6 months.  There is no way for a human to override this.

3) If going to a corporate Verizon store to pay your bill in person is inconvenient, you can dial #PMT on your phone or use the one-time bill pay site to pay your bill: https://www.verizon.com/digital/nsa/nos/ui/payment/otp/login#/

4) There is a Promise to Pay agreement you can set up if you're unable to pay all of an outstanding balance: https://www.verizon.com/support/promise-to-pay-faqs/

5) To avoid getting further into a financial hole, you may want to consider switching to prepaid service if you're currently a postpaid customer.  This will not forgive your outstanding balance, however.

Sure hope things get better for you.

[Dumpsterfire24]

So sorry to hear this, I know I do not work for Verizon. I have been forced nearly into bankruptcy, being charged 6 to 7 times what my bill should have been for approximately five months. It’s a very long story. Just know my heart goes out to you and I’ve been waiting nine months. It still is not remedied. 

[vzw_customer_support]

Hello, Dumpsterfire24. My apologies to hear of your experience as it is always the goal to be respectful of your time and provide a timely resolution. Please share more details on what is happening with your account. 

-Natasha

[Chris16V]

I requested an executive level escalated customer service rep because of a serious, 11 month long problem that I've spent 25+ hours on the phone with ineffective overseas customer service reps and managers, and finally just got a link to a conversation where someone just sent me clip-pasted replies for an hour.    How can I reach a US based actual customer service rep with access to my account and an ability to make adjustments?  

My job is at risk, my service is scheduled for interruption, and I am beyond desperate.

Also, I'm a senior, a 20 year Verizon customer, and have been tormented by the inability to reach anyone with genuine access to my account that isn't on the other side of the world struggling with a language barrier.   Being gone for neuro surgeries over the past year and tripled this frustration, but even aside from that, this is completely unacceptable.

[Dumpsterfire24]

You HAVE to call during business hours (9-4) & step on someone who can get someone who has authority. Good luck soldier!