When my father passed away a few weeks ago, we took comfort from the message on your website on the ease of this process. After 4 visits to the Verizon store and over 4 hours on the phone with 2 other customer service representatives over a 2 week period, I was ready to close a 15 year account and find another carrier. Not only could they not help us, they made everything worse, by trapping us in a new more expensive account we didn't want. Instead of letting us keep the old grandfather account like they said we could do, by removing my father and leaving the other 3 lines in place, they fumbled around saying they could put us in a new account and the plan would follow. They set up auto pay incorrectly, so we didn't get that discount like promised. They didn't get my military discount added to the first bill. No one had account ownership. It was one terrible experience after another. Terrence did everything that no one else could do or was willing to do. Up until Terrence, it had been the worst experience I've ever had with any company I've ever dealt with. No one knew how to do anything and didn't know where to find the information or who to ask for it. Terrence saved a 15 year account for Verizon. Terrence was patient, sympathetic, and understanding of our situation. Terrence easily took care of everything that no one else could do. My family is grateful for Terrence's help. Terrence is not just a good representative, he's an example of what a good representative should be. If it were up to me, Terrence would have a new position as the lead trainer for all of your representatives. It's truly a shame that the rest of your representatives (that I've dealt with) are the complete opposite of what they should be. If the others represent Verizon, then the future of Verizon is dire. I'll gladly take on the responsibilities of the person in charge of customer service, but I don't come cheap. Anyway, enough ranting. Terrence is fantastic, he deserves a raise for salvaging a debacle and saving an old account.
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Hi Dougstras,
We’re sorry to hear of your family’s recent loss and the initial account issues you experienced. It’s certainly not how we would have liked things to go.
However, we are very pleased to hear that Terrence was able to get everything resolved and we thank you pointing out his positive attributes and for complimenting his work!
Hi Dougstras,
We’re sorry to hear of your family’s recent loss and the initial account issues you experienced. It’s certainly not how we would have liked things to go.
However, we are very pleased to hear that Terrence was able to get everything resolved and we thank you pointing out his positive attributes and for complimenting his work!
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