I'm sure this community is full of complaints and they get buried, but this is the only means I could find to reach a customer service rep. I am listed as the Account Manager for 6 devices. Several weeks ago we upgraded from a limited 16GB plan to Unlimited, which is when the service issues began. We went from nearly no dropped calls to several per day, and 2.37GB download speeds and .09GB upload speeds. So, I called into Verizon Tech Support and was sent to an anonymous tech support agent obviously with a third party company. After he confirmed I was the Account Manager, we went through all the Phase One troubleshooting and he transferred me to the Devil for Phase Two support. Jennifer was rude right off the bat and interrupted me only to ask for me phone number and not my name or anything else. She stated she couldn't work with me as I was not the Account Manager. Trying to be as polite as possible I gently laughed and asked if there was another way to confirm my identity and permission to manage the account. She shot back several times that there's nothing she could do and we were at an impasse. Not wanting to go through the whole process again and wait on hold, I asked if I could talk with her supervisor, which she refused and said he was busy without actually checking. I asked for his name because I wanted to circle back on this later, which she said was "CatTree". When I asked if she could spell that she said "NO". I asked for her last name and she said she doesn't have one. I asked for an employee ID number and she said they don't have those. I ask if there is any way to follow up and circle back on this horrible interaction, and she said "Why would I want to do that?" I stated because she shouldn't be in customer service and the Verizon system needs to be fixed. She hung up on me. I called again ad got a lovely individual from the same company and they suggested I file a report and proceeded to address my issue pretty quickly. Unfortunately, Verizon service in my area is just slow and can't truly be fixed. I was better off on my old limited plan.
We're truly disappointed to learn of your experience with us, Rjarmstrong82. I'm so glad you were able to speak with another representative who was able to help provide a resolution to your concerns. We want you to get the best possible service where you need it most. Depending on your unlimited plan, data can be prioritized during congested times. This is the design of our Start Unlimited plan. What is your current plan? Are you experiencing issues everywhere you go or only at a certain location for calling? How often do you drop a call? Do you use Wi-Fi Calling at all? -Danielle
I was trying to simply get my well-deserved paper-free credit. Instead, cust. service tried for 45 minutes to sell me on upgrading service.
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