I recently contacted customer support about an issue I have been having with my internet service for the previous 5 months. While talking to tech support I was transferred to a customer service who I could not understand properly and she could not understand me as well. I was asking for a credit on my statement for the service I had not been receiving. She could not understand and wrote a memo on my account to not issue any further credits. I believe this is unfair to me as a customer of Verizon for over a year, without contract to add. My rate has more than doubled since the first year and my services have not been reliable. I am very upset about the manner in which your customer service agents treat me on the phone. During this particular call today I asked to be transferred and I was transferred ultimately to an agent named Shelly. She was the most unprofessional person I have ever spoken with, she was more along the lines of insulting than rude. She really made me feel as I am not worth the time she is spending on the phone with me. I asked to speak to her supervisor and she transferred me to an ended call. Overall I am highly upset and in fact furious with the services I am receiving and would like to know where to take my concerns to.
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.