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Verizon Customer service whose best interest do they really have ?

It’s hard for me to understand really the rhyme or reason on why some things happen. All I know is that I had been having battery issues with my phone so I went into a Verizon and had a master reset done to my phone. This took about an hour because of a few things not working with the phone. Currently I have total mobile protection and I understand there are steps that need to be taken in order for things not to be chaotic when it comes to the replacing of a phone. So after a week I noticed I had power surges and feedback during calls.

So I called into Verizon on Feb 16^th 2015 and worked with a rep who suggested I upgrade since I my replacement may lead back to the same problems Which really was that I have a phone that is out of date and there have been so many “patches” with updates that I may always have phone issues. So I agreed to purchase the LG g3 went through a confirmation process and was on the line just about 27 minutes.

The next day I get an email from Verizon fraud department stating that my order is being on hold. So I called into find out what the problem was the rep stated that I should have called in and placed the order rather than doing it on line that’s why my order was placed on hold. In time I explained to her what had happened and I requested to speak with a supervisor / manager; which to date has not happened. After 45 minutes on hold I was told a supervisor / manager would call me back today. This was early morning before noon c.s.t.

My day at work ended at 7 pm so I called in to get an understanding. So I called into the Verizon fraud protection department and spoke with Mary who after an additional 35 minutes found out that a rep in the Fraud department erroneously labeled my address fraud since it didn’t connect with my address. As well they stated that the phone I ordered was a common phone that people commit fraud with. This phone was suggested by the rep. I Mind you I left sprint after 15 years and have been with Verizon for a while and the address I have on file is where the bill is sent. This was and is confusing because now I have fraud connected with my account so I feel that’s not right in the end she stated she was sorry.

During the day I was in my account trying to figure out what could be wrong that my order was on hold. In passing I noticed that there was a deal for the phone I ordered with a 8.3 tablet so I mentioned to Mary id like that.

So I was sent back to customer service where I waited an additional 23 minutes before speaking with a rep Kiara who after checking with her manager mea stated I could not have that deal. If you go back and listen to the call I did ask for a complimentary case which my daughter received when we ordered her IPhone 6 because she had to wait a while as her order was processed (she was at a location).

In my mind considering all the time that had been wasted over 2 hours I think it would have been gracious of Verizon reps to take in consideration I was trying to renew my contract, as well as I would 9/10 added device to my account and all I wanted was a case. My thoughts are is this the way Verizon treats customers. Sprint was cheap as they can be would have at the least credited my bill.

So my questions is why haven’t I been contacted by the fraud department and why wasn’t I able to take advantage of the deal being offered

If I don’t receive a response I will assume this matter isn’t relevant to Verizon; I believe I will actually move on to see how other phone carriers treat the clientele

Kenric Buchanan

Comments

jjabdallah

hi there,

I had issues yesterday with the fraud department, I had to call 5 times not to mention the rep at the corporate store called as well, between the 5 trips to the store and all the phone calls I spent 10 hours dealing with Verizon, first they told me there was a fraud flag on my account because my husband was trying to get a phone added on (mind you they added him on as an account manager) 3 different people in the fraud department told me everything was taken off and my husband made trips back to the verizon store, by the 5th trip I went to the store and the manager called the fraud department and I was on the phone with them for 30 minutes, they then told me there was a fraud hold on the account because I had yet to activate another phone I bought and told me I should have made them aware that I wasn't going to activate it right away. In the end 2 minutes before the store closed I got a phone....but my day started close to 11 going back and forth with these people. I have sent 2 .emails to customersupport@verizon.com and even forwarded my email to the CEO [removed]. It hasn't been 24 hours yet but I am so disgusted with Verizon and their employees and I too left Sprint. I hope those emails help and it works out for you

Message edited as required by the Verizon Wireless Terms of Service

Message was edited by: Admin Moderator

cathyroberson3

I have found the only matters relevant to Verizon are the ones related to advertising false claims about caring about their customers and claims about reputable customer service. If you have ever had a legitimate problem with Verizon as we had, you find out very quickly these are empty promises.

flutterfly8497

I have had legitimate issues with Verizon that have been quickly and satisfactorily addressed. In fact, I don't recall having problems I couldn't get fixed with Verizon. So please don't lump all customers together in you angry and inflammatory repetitive posts. Not every customer is irate with their service providers. To save time, I will just say right now that I am NOT A VERIZON EMPLOYEE. Just a customer who is happy with the service they get.

flutterfly8497

You probably won't get a response here from Verizon because, 1) this is a customer forum, and 2) you didn't mark your post as a question. Even still, it can take days to get a response from a rep. When you sign in it tells you this is a customer community forum, not a direct route to customer service.

cathyroberson3

You are certainly entitled to your opinion which I respect. As I stated above, my experience with Verizon has been the opposite, as KBUC has experienced as well. My comment was directed to that person. You are right, I am angry as you would be if you were in my shoes.

KBUC

Thanks a lot

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