Challenges getting human assistance for bill dispute

[aahmed81]

I’ve been a loyal Verizon customer for over 10 years, and I can honestly say it’s been one of my worst decisions to keep expecting their customer service would improve. Time and time again, I’ve been let down.

Most recently, I’ve been trying to dispute a bill of over $2,000 – and I can’t even get a human being on the line. The automated system is an endless loop of frustration, with no option to speak to a representative. I’ve recorded every single call just to document how absurd the process has become.

It’s beyond unacceptable that a company of this size makes it nearly impossible for long-term customers to resolve serious billing issues. Loyalty means nothing to Verizon, and their customer support is non-existent when you need it most.

[SynthpopAddict]

If live chat through your Verizon account isn't producing any results when you type "live agent" in the chat window to get a real person, then I'd suggest using an outside source who handles such concerns.  I too wish that Verizon had not outsourced their CS, but the other large carriers do it too, so there's no incentive to have CS within Verizon now.  Good luck, and hope you find a resolution.

[vzw_customer_support]

Hi aahmed81, Thanks for bringing this to our attention. That is definitely not the intention nor the experience we wish our customers to have. The intention of our AI is to make processes more efficient for you rather than having to potentially wait on hold for an agent. While for simple tasks this system is great, we understand more complex concerns need to be discussed with a human. Can you explain more about the automated loop you are experiencing so we can provide guidance or lift feedback on potential routing errors? Are you being routed to our Financial Services automation by chance? -Red

[vzw_customer_support]

We sent a Private Message to continue the discussion related to your bill issue. This issue is specific to an individual account, so we will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.

-Alex