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Are "LIfeline" phone lines important to Verizon?

Wife and I are both 74. Over the last 2-3 months we have spent 40-50 hours on the phone with Verizon and gone into two different stores to no avail on either of our 2, now off, phones. We are paid in full. Never past due. And now NO LIFELINE SERVICE. Isn't that against FCC regs?

No Service is LIFE THREATENING. That's why the law exists!

Comments

Verizon_Support

Hello, Jenli! WE are extremely saddened to learn that you and your wife is without service. We are here to help! Please send us a Private Message for immediate assistance. We would like to dive deeper into this issue for you and help restore services as soon as possible.

*Kay

Jenli

Where is link to PM?

Jenli

My wife and I are in peril due to Verizon's "marshmallow" customer service.

We are both 74. I am a Vietnam War US Army veteran. My wife and I each have Motorola smartphones we purchased from Verizon a few years ago.

We are paid in full to date.

In the last 3 months, I have personally spent over 40 hours on Verizon's website, on their chat, on their voice call centers, and even went into the local store. No progress, resolution, or any kind of interest in assisting my wife and I.

Under US law and FCC regulations, due to our age, we are legally entitled to a "Life Line" such that in an emergency we have access to 911, etc.

No one we have talked to, or communicated with, in any manner at any time at Verizon has accepted that this neglect of folks our age is de facto ageism.

Several months ago, my wife had what seemed to be a mild heart attack. She passed out while preparing breakfast while I caught her before she hit the floor, she was so limp and flacid I thought she had died. I told her "I have you and you are safe."

She came back! Thank God.

I did not have to call 911.

Today, were she to have another event (despite now being on low dosage beta blockers now), we would not be able to call 911 on either of the 2 Motorola phones we purchased from Verizon some years ago.

Just yesterday I ran errands with NO phone on me, or on her. That is why the Life Line availability is Federal Law.

This situation, which is owned 100% by Verizon, deserves to be promptly resolved. Should my wife, or I, pass, due to our lack of a Life Line, I will....

Jenli

No meaningful contact as of Jan. 6 at 9A EST.

jav6

@Jenli
wrote:
Where is link to PM?

Click/select the profile name of the poster requesting a PM where there should be a link to Send message. Individual agents are unable to receive PM's so we have to use the generic vzw_customer_support profile to send a message to. Whether the specific agent asking for the PM is still online and sees/responds to your message is questionable at best.

Private Message profile.jpg

Jenli

Thank you very much, Champion.

Insightful that C Level has so starved Customer Service and their IS departments, that they rely on volunteers, such as yourself, to attempt to remedy their "marshmallow" customer service dysfunction. But then ROI is very important to C Level to increase stock price such that their VZ stock options make them millionaires. Thanks for the twofer!

Jenli

The visit to the local corporate Verizon retail store was appalling.

1. No concern about Life Line loss!

2. No concern about 50%+ monthly cost increase.

3. No concern about Motorola phones purchased from Verizon now being "junk" due to leather back on BOTH phones peeling off.

4. Steroid enhanced, thirty something male body builder "explained" to this 74 year old, that phones "wear out" like "cars do." THAT comment, in and of itself is AGEISM. When confronted regarding his "casting shade" on me, he walked off and refused to discuss. Another manager (store?) took over and also did nothing.

5. Therefore going into a VZW store was a waste of my time.

6. That was before Christmas. NO FOLLOWUP.

Jenli

Champion, you changed your reply. But still no URL from VZ? Guess C Level has their website staff deliberately underbudgeted. They do that to increase their ROI so their stock options will appreiciate and make them millionaires. Ignoring LifeLine and customer service issues for personal financial gain seems to me.

Verizon_Support

Can you tell me when this issue first began?

*Brianna

Verizon_Support

I do want to thank you for serving our country. I do wish your wife well. I do want to make sure that your phones are working for sure. I have sent you a private message so I can get more details.

-Amber

Jenli

My wife and I purchased these two leather backed Motorola smartphones a few years ago from Verizon. They are 4GLTE, but now, because Verizon wishes to reduce costs and increase profits, we are being required to purchase new phones and then pay 50-100% more per month for unlimited bandwidth that we do not need or want.

We have defective phones. (See collage below.)
Verizon has turned these phones off to make more money.
Verizon is indifferent to the need for Life Lines for those over 65.
Verizon has insisted for months they have no same cost alternative.
Verizon refuses to replace "junk" phones because "phones wear out like cars??"
Verizon's customer service is a Ground Hog Day.

Verizon_Support

Hi, Jenli! Thank you so much for reaching out Verizon . It will be my pleasure to assist you today,
In order to provide you a better support, please click the link below.

By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:http://spr.ly/60073TGTt

>Alejandro

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