Customer support

[CP1234]

I cannot find a place to put a review, so I am adding this here about my experience with Verion Customer Support.

I am writing to formally express my extreme dissatisfaction with the handling of a recent billing issue.

In late June, I received my Verizon bill and was shocked to see over $3,400 in international charges. These charges resulted from my 17‑year‑old daughter sleeping on the phone on multiple nights during a recent cruise. I was unaware that calls could even be made in this setting, and I never received any warning or notification from Verizon as these charges accrued.

I immediately contacted Verizon support and have spent the past month calling repeatedly, speaking to at least eight different representatives. Each assured me they would escalate my case and that I would receive a call back within 48–72 hours. Not one callback ever came. I also tried to chat with someone online and was disconnected 3 times with 3 different representatives.

Finally, after a month, a supervisor informed me that the charges were valid and offered only a minimal adjustment (around $130 for taxes). The supervisor was dismissive, offered no meaningful assistance, and made it clear there was no intention to help me further.

If Verizon was unwilling to help from the start, I should have been told honestly in the first call. Instead, I was repeatedly misled and made to waste hours of my time, holding on to the hope that Verizon cared about resolving this issue.

I understand that these charges were incurred on my account, but the lack of proactive notifications, combined with repeated false promises from your support staff, is unacceptable. As a long‑time Verizon customer, I feel abandoned.