As is usual, I spent approximately an hour on the phone this afternoon with offshore customer service representatives, asking for a domestic-based representative for a Verizon account-related question that demanded knowledge of the U.S. I can't go into more detail. These representatives were courteous young people, but the anger of yet again wasting so much time on a Sunday afternoon, only to be told by a very earnest young man he was connecting me to the Escalation Department because (his words), "This needs escalation...but I see so many thousands of numbers in front of me..."
The anger is matched only by the seriousness of the reason I phoned on a Sunday to begin with. He "connected" me to an automated voice--that in thirty seconds disconnected me. After little less than an hour.
I need help. I need to speak to someone not even in Canada, but in the U.S. I have never paid a bill late in 30+ years; I prepay. I have never received a bill reminder. All I am asking for is some help from a company I have chosen to stay with through some of the most agonizingly long and fruitless customer service calls I have ever placed to any utility.
Please tell me how to escalate this problem that I REFUSE to go into more detail on in a public forum, but that this non-English-speaking young man insisted deserved Escalation.
Too long to quote.
to reach an American representative call 1-800-VERIZON between 8 am till 5 pm EDT (eastern daylight time) you should get someone from Carolina or other US based call center.
A day after finding a way to escalate the problem by Googling "Verizon Escalation Department," I got a response and follow-up phone calls. I did not find the information on any Verizon-related site.