Major Complaint
Robbery1477
Newbie

After not being able to get a rep on the phone I resorted to a live chat. I only wanted to question a recent increase in charges without receiving any pre notification. The rep kept pushing different service options which I was interested in. Towards the end he did one of those just let me check comments and came back with a plan for a downgrade but pick 5 channels watched most. Also informs me to apply for a first responders discount but sends a linkthat has to be done online, another run around. Anyway I chose what my family uses the most and loves. Then find out none of those channels are working. First I call, waited on hold 1 and a half hours. I took a screenshot of the time. While on hold I did a live chat. Acts like he can help and is understanding. No real help offered. I thought maybe a slight screw up and he can fix the channel issue. Nope. Offers me even more expensive options only. I finally just wanted my original plan back which the original rep that messed up assured me would be no issue. So now this rep says no problem we can switch you back just click the email to agree. I check the email and now they want to charge me an additional $39 added to my bill for switching back. His response when questioned was “ you agreed to the terms with the changes “ my response  “ but I didn’t receive the changes I requested “ then proceeds to state well you agreed. Outstanding customer service. Great way to screw people over and capitalize on it with a   🤷🏻‍♂️ too bad. Live chat is really no help just causes more problems. Oh and by the way. They left me on hold past the time that their call center shuts down 👍🏻 Great way to treat your paying customers. 

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Re: Major Complaint
LawrenceC
Legend

Hi Robbery1477,

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. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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