Horrible customer service

On December 23 I contacted Verizon and spoke with Maurice to transfer my account that I had in my name to my wife’s name. She works for a company that Verizon gives a $10 discount per month. I told Maurice my intentions and he said it would take 24 hours for the name change to take effect and then 24 hours in opt into a contract, I was out of contract after being with Verizon for 4 and ½ years.

On Thursday December 26 I called and spoke with Patrice. She told me that it was not possible to get the 79.99 plan and that it would cost me $143 a month. I said forget it, cancel my service I will go elsewhere with my business. I then got an email from Verizon asking me to stay and they could give me a 2 year contract with auto-pay for $89.99 a month. It was the $79.99 but with my wife’s discount I decided to give Verizon the benefit of the doubt.

I called and spoke with Shaniqua on the afternoon of December 26th. She helped me with the contract and then sent me the email for the connections discount. After we hung up the phone with her we followed the link she sent us for the connections discount. We got a return email stating that the system could not complete the process for us to call a representative and provide them with a code. I called on December 26 and spoke with Dillon. He explained that he could not process the discount because the order had not processed yet. That I should wait 24 to 48 hours.

I called back on Monday December 30 and as strange as this sounds I got Dillon again. Strange continued because he informed me that the order still did not process. He took down the code and noted it on my account page and said to wait again. I thought that this was odd so I call back again and reached a Sebastian. He told me that there was an issue and that the one person that could resolve it was out of the office already and would not be in on December 31 or January 1 (NYE & NYD). I again agreed to wait and see.

On January 2 I called back and I spoke with Brittany at 2:10pm EST. She said that there seemed to be a issue and that the order should have processed. She agreed to transfer me to a support specialist. I reached Charnel. She explained that there was a backend system error in Verizon’s system and that it would take 5 days to resolve. She said that they had to scrub my account and start all over again.

At this point I am frustrated. Its already been 7 days since my order was complete and Verizon was billing me. I had already spoken with 5 different people about the connections issue (8 people in total since I started the process) and had spent 6+ hours on the phone.

I made my first payment in the meantime on good faith that Verizon would sort out the issues and correct their mistakes.

On the bill I noticed that the connections discount didn’t appear so I decided to call and confirm that Verizon had correct all of the issues. I called Verizon again on January 15 at 11:29am and got a rep named Ruby. Needless to say when Ruby told me that the connections discount hadn’t been completed I was angry. She read through all of my account notes and agreed that something should be done. She suggested I speak with a supervisor from my service area. Somehow I was transferred over to a Denise in Tech support. She told me that she couldn’t help me but transferred me to Stedman. He told me that I would have to wait to speak with a supervisor. I again got sent to an automated system to arrange for a call back at 1:45pm EST. At 1:43 I got my call back and an Irene came on the line. She went through my files and told me to hold again for a supervisor.

I finally after 3+ weeks spoke with Chris who told me that there wasn’t anything that he could do but to instate my connections discount as of today.

Shame on you Verizon. This was your backend system error, nothing to do with me. I had to speak with 14 representatives and waste 12+ hours of my time contacting Verizon, verifying, re-verifying my account, sitting on hold, being transferred and that’s the best you can do????

Loyalty doesn’t mean anything to Verizon. Customer hold time and Verizon backend issues mean nothing to Verizon. Do not trust Verizon!!

Re: Horrible customer service
Moderator Emeritus

Hi Wildergray,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.