Customer Service issue, filing a complaint

[montanadolphin]

Does anyone know who to contact in order to file a complaint about Verizon Wireless customer service?

Also, has anyone ever had an issue that wasn't resolved, so you had to keep calling CS back, and then after a couple of time speaking so someone, getting this message when you have to call again: "Unfortunately we are unable to connect your call at this time. If you need further assistance, please visit us on the web at verizon dot com backslash my account." then the call ends.

I sincerely believe verizon customer service has their phone lines programmed so that if you call from the same number more than a certain amount of times in a short period of time, that it directs you to this automated message. I honestly do.

So who do I contact??

[crelin]

Is it a specific person you want to file the complaint on?  There are some contact addresses you can try writing a complaint to in the contact us section but overall the best option is just to let customer service themselves know and keep trying to get your issue resolved. What is the issue you are having?

[montanadolphin]

I can't let cs know because I can't get through! Every time I call and choose the prompt for cs rep, I get the automated message "Unfortunately we are unable to connect your call at this time. If you need further assistance, please visit us on the web at verizon.com/myaccount."

[vzw_customer_support]

@montanadolphin,

VZW to the rescue! We're always here to help with any of your wireless concerns.

I'll be more then happy to assist you with your account and the feedback you want to submit. We strive to provide the best customer service with every interaction. I apologize for your recent bad experience.

Please follow me, JohnB_VZW, and send me a direct message with your name, mobile number, and details regarding your concerns so I may better assist you.

I'm sure we can get this all taken care of in no time.


John_VZW
Please follow us on twitter @VZWSupport

[lapthornej]

I believe this is a load of crap.  I just got off the phone with Verizon and they're still giving me the run around.  How do I file a real complaint?  Not the kind where you take the name of the person I'm complaining about and just ask If I was mislead and then call it good.  I know nothing will be done about it.  Once my husband gets home and here's whats been going on....we'll be cancelling our services.

[vzw_customer_support]

We regret you feel that way, lapthornej. We as customer service reps can take the feedback. Once we submit the feedback, it is forwarded to the supervisor to address with the representative.
We really don't want you to cancel service.
We handle postpay accounts here.

TamaraH_VZW
Follow us on Twitter @VZWSupport

[Scott4020]

Will there ever be verizon wireless service in North Fairfield, Ohio 44855???

[sdmunoz]

hello friend, how do I follow you on this community forums? Thanks!

[tikibar1]

  and 

[snc4you]

We just upgraded my daughter's phone in Best Buy on Sunday. The BestBuy agent told us that upgrade may cause he to loose unlimited data feature, so I called verizon, The lady from Alabama ( name Carla), told me that she will add 6 gigs of data with no extra chage, because ( verizon is not giving unlimited data) they do not have unlimited data feature.  On thursday, I called asked them to add protections, and went on-line to see my account.  Account only showed 2 gigs of data.  I called verizon, someone name Helen ( from North Carolina) from verizon says, we do not get 6 gig data, rather 2 gig is standard, and I asked if I can talk to her supervisor, she hung-up my phoen.  We have 4 phones with verizon, and we have been with verizon since 2005, if they do not treat old customer properly, and take care of them, people are going to runaway.  They do not deliver what they promise.  According to Helen, The person Carla did not note that she was adding 6 gigs with no additional cost, now they want to charge more another $20 additional on top of me paying $225/month.

[vzw_customer_support]

snc4you We are very concerned about your recent interaction with us over the phone in regards to the data issue. We would like to work with you in a direct message to discuss this further. Please follow us and then we can get started. Or for a quicker response, please find us on Twitter or Facebook (Verizon Wireless) .

Sheritah_vzw
Follow us on Twitter
@VZWSupport

[thomasr1950]

Stand your ground. I did,had proof I was misled. Got the runaround from vzw, would not work with me or the BBB. Finally I was firm. I got it partially resolved. I'm amazed how they mislead customers. I'll go ATT for next phone

[jz41144]

i need to know this also. my wife's phone had 2 missing calls from a d . the dates of the calls were from 2016 and 2019 ( i am not making this up).she could not delete them.tech support could not fix,but told us to go to a verizon store and they would run a program on the phone that would wipe out the contacts,but should solve the problem. she went last night and instead of fixing the problem,it fried the phone. the manager tried to get my wife to buy another phone (mind you,her phone was working fine,their alleged fixed fried her phone and they want her to buy another phone).she refused,left the store. the two of us went back this morning to try to resolve this issue. at first, they wanted us to upgrade and it would cost us 30 dollars. next, because the phone was not under warranty,but because verizon fried the phone ,they would ship her a new phone and it would be 3 to 5 business days when she got it. ,we do not have a land line and my wife works as a home health aide.she would be up to a week without a phone. unacceptable. they then came back with my wife would get a phone shipped overnighted. i asked about either getting one of the phones there or did they have any version of a borrowed phone. nope. she will get it overnighted,but i called customer support and asked for their consumer complaint dept.  i was told if i want to make a complaint,i need to go online and click contact us .ok , at least there would be a record. i thought i could go on verizon wireless,click on contact us ,simple and easy.not in a million years.maybe because this is my first time putting in a complaint,there is or should be an easier way to resolve issues. instead there is a correspondense team in wallingford ct p o box5029. so i will cut and paste this and send it down to wallingford. i think my wife's phone got hacked into,but verizon tech support never commited to admitting that,but what else could it be. I dont understand at all how they could fry the phone,but #1 try to make us buy a new phone,#2 get a new phone with a 30 dollar upgrade,#3 get a phone shipped,but 3 to 5 business days until my wife received it ,and finally overnighted. We sould just have received a new phone right then and there,but no,this is not verizon's policy .

[vzw_customer_support]

Hello jz41144,

We want to make sure that your retail experience with us to be a memorable and magical one. Clearly, based on your posting that is not the case. Please allow us the opportunity to make this up to you. May I ask do you have any unresolved issues that needs attention? Also, is your device working as expected? I'm looking forward to your reply.

Thank you...

Arnett_VZW
Please follow us on twitter @VZWSupport

[cinxio]

Hello,

Is there an email address that I can have to send an email regarding an issue I'm currently having with my account.

I was told that my billing issue was going to be fixed the first time around and a few weeks later it hasn't been fixed. I'm still getting charged for water damage on my device. I don't understand why the first lady I spoke to would tell me that they would credit my account for the 299.00 and should see it in 2-3 business days. Its been about two weeks and I finally called back to see what the problem was and now they are telling me that the credit was denied and I need to pay the $169 fee. I'm extremely irritated especially because I was never told that I had to pay that fee. I have insurance and when I went to the Verizon Store I was not told that I would be billed 299.00 if they found water damage on my phone. First of all if that was the deal I would have never asked them to send me a new one, the only issue with my previous phone was that I was having trouble charging my phone. The gentleman said no problem you can just get another one without a charge. Here I am now a month later with a $299.00 charge. I have never experienced an issue with Verizon but what more annoying is that when I first called the lady I spoke to had me on hold for about 30 minutes resolving this issue. She came back saying that her manager had approved the credit. So why did it change all of a sudden.

[Ann154]

Verizon Wireless doesn't use email for Support. You can try the chat option or get one of reps on here to follow you so you can send a Direct Message.

[cinxio]

Thank you Ann154. I'm extremely annoyed, if I would have been told this from the beginning then I wouldn't be complaining. Its just not right that they tell you one thing and completely do the opposite.

[vzw_customer_support]

I can understand how upsetting it is to receive a charge of 299.00 on your account cinxio. That is not a small amount and we know that cost is always important to us and our customers. As Ann154 stated, we no longer have email as an option for communication but we can help if you provide your name, mobile number and password with a private message. I'm not sure of the conversation you had at the store with the representative regarding your replacement but a warranty replacement is not covered if the phone has water or physical damage. Did you receive information when you received the replacement phone. Have you had a replacement phone in the past? Based on the post you sent, I can see you were aware of water damage. I'm sorry but we are unable to credit the fee for the damaged phone. We are more  than happy to revie your account.

Kinquana_VZW
Please follow us on twitter @VZWSupport

[tpolwsyf]

Verizon Wireless

Attn: Correspondence Team

PO Box  5029

Wallingford, GA  06492

12/16/13

To Whom It May Concern:

I have a number of complaints that I feel have not been heard regarding my account with Verizon. Below is the narrative of my account of incidents with my Verizon plan and accompanying Stratosphere phone which took place this past year

March of 2013:  Walked into Verizon store and complained Samsung Stratosphere phone wasn’t sufficiently charging.  This took approximately 1.5 hours to diagnose the issue with my phone.   Initially diagnosed as an issue with the A/C adaptor port, eventually your technician determined there was a software glitch instead.  Phone sent back to your warehouse and covered by warrantee.

July of 2013:  Went into Verizon store in El Cerrito, CA. When I inquired as to why my phone wouldn’t charge, explaining I had to get a new phone in March.  At this point I was accused of breaking my phone by having used an aftermarket charger.  I explained that my charger was not aftermarket charger and that my phone was experiencing a loose connection.  I was pressed further by the manager on duty who demanded I bring in and produce the charger to her.  When I disputed this again, the manager looked at my port, performed QA on it and realized the port was contributing to the loose connection. 

October of 2013:  My phone’s external volume button became unusable. Shortly after this, the screen on my phone developed a crack.  I called the customer support team on October 22 and was accused of having broken my phone. I asked for the customer complaint address and was given Verizon Wireless PO Box 4005 Acworth, GA 30101.  Although I stated I did not want to use Verizon anymore, the manager (Eric) did not give me the option to suspend my account. 

Shortly after this I wrote a letter of complaint to this Acworth, GA address dated October the 30^th asking that my service be terminated immediately.  No one contacted me back.  A month later I called and I spoke with manager Johnathan by phone who told me snail mailing my complaint was not the appropriate way to complain as it did not follow operational procedure.  I was told by him to submit my complaint via on-line instead.  Then on December 16 only 2 weeks later, I was told by Manager Cameron there was no way to file a complaint on-line; that I had to do it by snail mail afterall.

I request Verizon retroactively terminate my account starting October 28 of 2013 as indicated in the letter below and that I not be held responsible for charges accrued post October 28 of 2013 or any early termination fees resulting from terminating my account.  Below is the letter I sent on October 28 of 2013.  I am also initiating paperwork in my local small claims court. 

Sincerely,

Peter

Peter    

10/28/13

Verizon Wireless

PO Box 4005

Acworth, GA  30101

To Whom It May Concern,

I have been a Verizon customer for 1 year and I use your Samsung Stratosphere phone.  Recently, I upgraded my family’s service to include a larger data plan and I have had the best intentions to renew my contract with Verizon.  I do however request you terminate my contract effective immediately due to insufficient service. 

In March of 2013, I visited the Verizon store in the Bay Area due to my phone’s very slow processing speed.  After approximately 1.5 hours of trying to diagnose why my phone wouldn’t work, the technician determined my phone had a software glitch. 

At this point, the store replaced my phone with a new Stratosphere and in this way it took 4 business days for me to receive my new phone.  At the time, I was in between jobs and I was not reimbursed for time lost.

Then, the new phone was replaced only 3 months later in June of 2013 due to a bad port which prevented my phone from charging.  Once again, the store technician ordered a new phone.

Finally, my 3^rd Stratosphere became incapacitated last week as the display fails to illuminate rendering my phone useless.  I do not wish to continue my business with Verizon and I request you terminate my contract immediately.

Sincerely,

Peter

[vzw_customer_support]

We really appreciate you taking the time to forward the correspondence to us as well, tpolwsyf. I am going to send you a direct message to get more details from you.

TamaraH_VZW
Follow us on Twitter @VZWSupport

[crimsontidegirl2]

Verizon Wireless Complaint:

Judging by the posts there are no ways to get an email address to email a complaint.  I cant get anywhere with the phone customer service.  It appears they don't know how to properly escalate an issue above their head.  I get many apologies and lots of phone calls from people who arent empowered to fix ANYTHING.

I bought a DROID MAXX.  Within 30 days the kit kat update "bricked" my phone.  Verizon replaced it with a "Like-New" (which really means refurbished) phone.  I lodged a complaint with Verizon that my New phone was being replaced with a used one and that was not acceptable.  Their response was, you used it for 30 days, its already used.  They in turn told me to work with Motorola to get a new phone.  Three hours and 3 people who I either couldn't understand (poor English) or said they don't deal with "new" phones, they transferred me back to Verizon wireless.  I have now received my "Like-New" MAXX and of course, screen resolution problems.  So, I now have the option of getting another "like-new" (Crap) phone.  I want Verizon to make this right.  I have been a customer with 3 lines for 10 years and am annoyed to the very end.

Please anyone help me get in touch with someone empowered to make this right or tell me to "pound sand", apologies without action wont cut it any more!