Is there anyone that can help me with my questions and concerns? The manager Alejandro and the rep John constantly dodged my questions and stopped responding to the chat. I asked them simple questions and they don't give answers. I'm concerned because I have several charges that need to be removed. I have been getting information that is conflicting and false. The reps I've chatted with so far are very unprofessional
I have the following questions
Unanswered Questions
What is the dispute resolution process?
Why wasnโt I given accurate info?
Why wasnโt I provided any information about the error messages I received?
Additional questions
Why did so many reps dodge my questions?
Why did the manager dodge my question?
Why are they telling me that they canโt give me copies of each of the chats?
What happened to the ticket I was promised?
Why did John and Alejandro ignore my questions?
How can the data fail when Iโm using wifi and have a sim card?
Were each of the charges done more than 24 hours from each other?
Why would Alejandro say that data usage info may not be available when the Travel Pass notifications are sent to my phone? When does the information become available?
Why was I given different dates regarding the travel pass charges? First it was 11 days of charges then it was 12.
Why arenโt the rest of the charges being removed when it is clear that I wasnโt given accurate information in November and in January?
Who did I speak to over the phone and why did they give me conflicting information from the chat reps?
I don't have the answers to all of your questions, but from my personal experience and from hanging out here a lot:
-Most of Verizon's CS is overseas. You get routed to a call center and while the people I've dealt with have been professional, I have a very strong impression that they do not have many rights to access anything Verizon. If they're stuck with not much more than a script to read from, there's not much they can actually do.
-Unfortunately, the CS reps aren't "networked": there are a lot of reports about nobody keeping track of notes to pass on to anyone else.
-The live chat seems to time out sometime after an hour or so. No idea why.
-Transcripts are not saved anywhere. If you want a copy, you'd have to copy all the text somehow and save it as a text document, or take screenshots as you're going along in the conversation.
-If your "data failure" refers to not being able to use the internet while outside of the US, wireless service varies depending on where you are in the world and the location you were in could very well have had service that wasn't compatible with your device or else Verizon was not partnered with any carrier in that area. There is a disclaimer somewhere in Verizon's international coverage map saying they can't guarantee your phone is going to work.
I appreciate you trying to help. While using a phone screenshots don't work. When I tried I get a blank screen. I ask about the dispute resolution process because I see on the terms and conditions that a dispute process needs to e done before taking the matter in front of the American Arbitration Association. Once we get to that point they won't be able to dodge questions and give false and conflicting info without consequence.
You're welcome. Best of luck to you. As I'd mentioned earlier, the people you were speaking with before don't keep track of each other's conversations and in any company, not everyone is equally well trained or experienced.
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