Customer Service Experience

[Kwhite71313]

@CEO @Manager @regionals After more than 15 years as a Verizon customer (over 21 years including my time on my parents’ plan), I am at my breaking point. What should have been a straightforward account transfer has turned into months of miscommunication, broken promises, integrity issues and significant personal inconvenience.

Here is what has occurred:

I originally called to transfer all of my phone lines to my sister-in-law’s account for a discount. I was transferred to the Retention Team.

The representative strongly advised me to upgrade our phones first, assuring me we would not receive the same promotions on her account afterward. On that advice, I went to the store immediately, spending over $1,000 on upgrades.

I was told we did not need to pay off our lines (although I ended up paying one). When I later called to transfer the accounts, I was told there was a credit issue with my sister-in-law’s account and that the promotions would not transfer.

Another representative claimed she could override this, bring over the $1,600 trade-in credit, and would escalate to management for resolution. She promised to call me back after a “deep dive” into our recorded conversations to ensure all prior promises were honored. That call never came.

In fact, throughout this process, multiple representatives told me the transfer was “complete” and “all set,” only for me to discover that nothing had been done.

I have been repeatedly promised credits (a $100 account credit, coverage of the past month’s bill, and the trade-in promotion) and follow-up calls, including one confirmed via text from a corporate office representative. None of these promises were honored.

This ordeal has cost me far more than time on hold. I have spent over seven hours on the phone, often from a Verizon store, and even had to pay for extend daycare hours for my children so I could stay on calls trying to fix issues that remain unresolved. The emotional and financial toll has been unacceptable.

NO SCHEDULED "CALL BACKS" NO MANGAGER FOLLOW UP,  AND CUSTOMER SERVICE SAYS WHAT THEY WANT THEY KNOW YOUR NEVER GETTING THEM BACK ON THE LINE.  THEY DON'T CARE.

At this point, I am seriously considering moving all of our lines—including my sister-in-law’s—to a different carrier.