Verizon Saves Money at the Cost of Customer Service

[Sluggz456]

    The purpose of this correspondence is to relay my disgust and disappointed with your company.  It has been a week that I have been trying to speak with an individual located in the United States of America.  I received a bill for my internet, phone, and cable bill with a wireless customer service number.  When you call the number located on the bill, the call/blame is shifted.  Every time I was told that I called “Verizon Wireless” and needed to be transferred to “Fios.”  Each time I was transferred, at least three times, I was transferred to another country where the individuals barely spoke English and because my issue was too “complex” for them, they hung up the phone on me.  Wireless or Fios, you are all “Verizon.”  Your company has one name and because you want to save a few pennies you outsource your company to these individuals who barely speak the English language.  Numerous times I was hung up on because I either asked for a supervisor, to be transferred back to the US, or because they had no solution to my problem.  This is a terrible representation for your company.  Needless to say that because of this past week’s experience, I am done with Verizon altogether.  To think that your company would rather save money than to offer decent customer service is astonishing.  My service is suspended right because I am away for military training.  If I was home, I would have returned all of your equipment tomorrow.

    The reason why I was trying to speak with a supervisor was because I have a bill that is due tomorrow, but I have a credit for $66.66 on my bill.  Because my service is currently suspended and I will definitely be canceling my services with your company come June, I want to have that credit applied to the current bill that is due.  I will not have any bills after this one, so the credit will just be dormant on my account.  Again, I would like my credit applied to the bill that is currently outstanding. 

    Although your company presented itself in a deplorable manner, CJ (Verizon Wireless supervisor) really went above and beyond to assist me.  CJ attempted to assist me for at least 45 minutes and became frustrated himself when he could not reach a representative in the United States of America.  This experience is and was extremely shocking.  I would not have expected this from such a company that I had respect for and of such a huge stature.  About three days out of the week I was either on hold for 30 minutes plus, or transferred to another country.  Even today, 1/27/2016, I attempted to get an email address, just an email address, to voice my concern and I was on hold for 45 plus minutes only to be provided with a mailing address.  The customer service rep, for fios, was also transferred to another country.  No matter what time of day if you call Verizon fios you can be sure that your call will be transferred to another country to an individual who does not speak English properly and/or understand it.  I would appreciate a response and a solution to my issue and please understand that this is by no means a cry for a “month free of service” or “money off my bill” if I was not away for military training I would bring your supplies in tonight.

[kh-gary]

Hi Sluggz456,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.