Hello,
I want to begin by mentioning that I worked for Verizon from November 2014 to August 2023. Based on my experience, the current state of customer service and the automated systems you use now are the main reasons I will be moving all 13 of my lines to another company. I pay over $700 a month, and the inability to speak with someone competent enough to truly resolve my concerns is absurd. It's disheartening to see that over 75% of Verizon's jobs have been outsourced, prioritizing the wealth of those at the top while compromising service quality. I'm absolutely sick of it.
After being a customer for 9 years and 7 months, I should have been granted the courtesy of having my service reinstated since my daughter corrected the mistake. Never in a million years would I have imagined seeing a Verizon mistake and treating a customer in the manner I was treated.
Now that my rant is over, I would like to explain what happened. My daughter, who is on my account, mistakenly added her checking account to the system and processed a payment of $45.91, which was returned. Verizon immediately turned off my phone service. The same morning, my daughter made the payment using a debit card for $45.91, but Verizon refused to restore my service without me paying my June bill of $735. Despite my promise to pay by 6/27, no one from the five representatives I spoke with genuinely checked the Verizon systems to see that this was an error and that it has never happened before. While I do often pay my bill late due to other priorities, the savings I am about to make by leaving Verizon are substantial.
Today, I called and was on the phone for an hour to resolve absolutely nothing. The agent kept putting me on hold and couldn't even explain why my late charges have been so high. I had to literally tell him to check Info Manager, and he still came back saying, "I think..." He also told me he was approving my credit for reconnection fees, but before we got off the phone, he said I have to wait until the charges are there. The only reason I called was to ensure the reconnection fees were waived from my statement, and it took him an hour to tell me I have to call back again. This is just ridiculous; professionalism has definitely taken a back seat.
So long Verizon, your service is undoubtedly going downhill.
Start a new topic or ask questions in the open forum.
