Customer Complaint - How to Escalate

[cemerton]

It seems like there is not a way to escalate issues to managers (and above) within Verizon. I asked an agent today to please have her manager contact me and I was told no. Additionally, I receive no customer surveys for any of my interactions with Verizon agents. It seems that agents can say what they want without clear accountability. 

In my case, I was previously told (by a supervisor) that I could swap out my primary phone number for a local phone # with no penalty but then later, my $250 "bring your own device" was charged back to me. Keep in mind, I still have the same device and still have the line of service and I switched over almost 12 months ago. I just wanted a local area code on my line and a manager said it would be fine. It wasn't fine.

[cemerton · Accepted solution]

Someone from Verizon contacted me and this is now resolved.  It required someone outside the normal Verizon customer service. 

[kemtal]

I am having a similar issue! I was told on numerous occasions (due to multiple inquiries on my part) that I could get the no-ad version of hulu as part of the Disney bundle for no additional cost... as long as i already had that service. I contacted Verizon via chat on 3 separate occasions and was given the same response each time. Then I started getting billed by hulu... full price yet! Verizon refuses to do anything about it because "they aren't the one who is billing me". Hulu refuses to do anything about it because the plan is through Verizon. So i've been getting double charged for months and nobody will do anything about it. And what about the accountability through Verizon for the wrong info time and time again (I'm now being told that it's an additional $6 mo. for no ads)? I gave up a discounted hulu plan to take this bundle deal so now I've lost that too. I did my due diligence above and beyond before agreeing to the new plan... why isn't Verizon standing by what their reps say? And then i'm told that there is no escalation... nobody I can call or that will call me. Attempts to get help through social media were completely ignored... this is insanity.

[MadVeteran]

I am a decorated American veteran and I can’t get connected to management for anything. I am having heart palpitations and EXTREME high blood pressure due to unresolved issues . I bought a prepaid phone unknowingly and activated because support didn’t tell me my BYOD rebate was 1 month from being thru 12 months. Now I have $500 chargeback and have to stay on prepaid since the rep dropped the bomb on me. Worst customer service EVER!!!! This company seemingly has no conscience. Better then than me. Someone’s bonus will be paid by making me suffer!

[vzw_customer_support]

We can certainly take a closer look at the issue here. To get a conversation started, please meet us in a Private Message.

*Gavin

[Unhappycustomer007]

The real question is where is the ability to escalate a problem via phone call and not having to create an account and login.  You want direct payment for service so why can't we get direct service for issues  with your service?  I ordered an Iphone with a rep over the phone because the wait in the local HQ store was over an hour.   It will be here in two days.....NOT....   When I called  the package according to UPS could no longer be tracked.  I have had to spend way too many hours trying to get this resolved!!!  I really wish another provider worked in my area and I would take my 10+ years of loyal customer with 5+ lines and move on.   How does a customer get their problem escalated over the phone is the question.   Being on here continues to waist my time.

[vzw_customer_support]

Hi, there! We have several ways of escalating an issue, and gaining the support you need. If you wish to reach us by phone, you can see how to connect with us here: https://www.verizon.com/support/contact-us/#mobile#billingandpayments#mobilebillingandpaymentbilling.... We want to make sure this is resolved. For further assistance through this platform, please meet us in a Private Note.

*Anna

[Unhappycustomer007]

Sl that problem is that I have been calling and have waisted an enormous amount of time on the phone with people not providing any assistance.  I have a case opened and still can't get it resolved.  I am on the phone and still cannot get a supervisor.  As far as a private how does one initiate a private note?  Wouldn't it make more sense for Verizon to just contact me to get my problem resolved. 

[vzw_customer_support]

Hey there! We hear your concerns and would love the chance to turn this around for you. In order to do so, please send us a private note to get started. *Kris