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Complaint
SARJEW36
Member

First of all, it's absolutely ridiculous you have to sign up separately from your Verizon account to even find the correct venue to complain. You should not have to sign up for a separate forum to tell a business when you are having issues, especially when you are a current customer. Having a form available once you log in or an email is among the most basic, no-brainer ways to rectify this. I am inclined to believe it's because you don't want to hear about suggestions or complaints to improve your company and I hope I'm wrong. However, this experience with you today has only validated that assumption.

What was supposed to be a simple inquiry on quotes and pricing for home internet turned into an hour and a half long debacle of wasting sales reps' time and my own trying to get on the phone with the correct person for my question. Using your automated system I was hung up on a total of 9 times, even when being transferred over from a sales rep. I ended up having to speak with a very helpful customer service rep on the Wireless side (who admittedly had NO trained knowledge of your Landline/Internet side but did her best, for which I am grateful) who did not have the resources or support from y'all to give me definite, clear answers. Through my own frustrated digging, I got my answers, but the experience over all left such a bad taste in my mouth about your company. I've been a customer of yours for 15+ years and I hope that such a customer-driven business would actually value their customers' experiences and want to hear about unfortunate instances like these to prevent them from happening in the future.

I will walk you through my experience in hopes Verizon does something to better service their customers without penalizing your own employees for helping.

I called the Verizon Wireless phone number to inquire about whether you provide residential internet service and if so, if it was in my area and if there were any discounts/bundles for already being a Verizon Wireless customer. A helpful rep gave me the number I needed to call regarding Fios, and transferred me to the correct line. The automated message asked if my call was about the account associated with my phone number, and even though I said "No", it told me that the number I'm calling from was a mobile line (duh) and that I needed to enter the landline number or the account, which I obviously didn't have. It then proceeded to hang up on me.

I called the line back with the number given several times, and each time (even though I varied my answers in attempt to speak to a live person to get fairly simple questions answered) I was hung up on.

I proceeded to call the original number back. While I was on the phone with the sales rep, he admitted that unless I already had a landline account, the "robot" would hang up on me. This is because to the system, if I'm not already an account holder with Verizon Landline, there would be no sale made so it hangs up on you before a sales rep answers to ensure they won't get penalized for not making a sale. He also tried to get through the automated system himself to help me, but it hung up on him, too. I learned that the automated system is rigged to hang up on people based on the way you answer your questions because if it is decided a sale won't be made, you will be disconnected. That's pretty frustrating on it's own, but considering I WAS trying to possibly do more business with Verizon, it was even more so. Moreover, to learn that if a sales rep doesn't make a sale for EVERY phone call they make they get penalized, or possibly fired, I can't imagine it incentives any Verizon rep to stay on the phone long enough to help out a customer who called the wrong line. Thankfully, he was very nice and helpful, but even he couldn't get me on the phone with someone to help.

I just don't understand how this system could be put in place. You certainly lost business with me today, through no fault of your sales and customer service reps, but your overall treatment of a long-time client AND the newfound knowledge of the misled pressures you put on your employees as well. That is some bad business and the bureaucratic hoops I had to jump through in the past two hours has motivated me to write this up and let you know. Every rep I've spoken with in these last couple of hours mentioned this is a common problem, so I guess my real question is why the heck hasn't this been addressed yet?

The kicker is? You guys don't even provide Fios in my area yet, something so simple that should have been able to be answered by the first person I spoke to but because you are so focused on closing sales on a first phone call, it didn't happen. Not only did you waste my time, but you wasted the time of 4 different reps who were unable to help me and therefore your own time and money. It's clear to me you don't value your customers and you certainly don't value your employees unless they make a sale on the spot. It's also clear to me who Verizon values more: the company, not its people. Shame on y'all.

​Content modified as required by Verizon Wireless Terms of Service

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1 Solution

Correct Answers
Re: Complaint
Ann154
MVP MVP
MVP

If you have a question or complaint about the Verizon Landline services, the community forum for that side of the business is Verizon Forums – Welcome to the Verizon Fios® Community.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

View solution in original post

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Re: Complaint
boringusername
Sr. Member

This is not customer service this is customer to customer forum; also this is for WIRELESS not FiOS.

Verizon Fios Internet, TV, Phone | Verizon Official Site

Content modified as required by Verizon Wireless Terms of Service

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Re: Complaint
Ann154
MVP MVP
MVP

If you have a question or complaint about the Verizon Landline services, the community forum for that side of the business is Verizon Forums – Welcome to the Verizon Fios® Community.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Complaint
classicalmichele

I'm too exhausted from my two-hour phone conversation with multiple Verizon agents, which ended in having my call dropped, to go into much detail. But ditto to absolutely EVERYthing you wrote in your first paragraph.  After I created a separate account just so I could read and comment, I've come to find out - I cannot start a new thread to voice my own concerns. 

After a good night's sleep maybe I'll give it another shot. For right now - I'm shot. Thanks, Verizon, for turning a rare date night with my husband into an evening of frustration that started off wanting help with our tv service, but ended up leaving me with bad tv service AND no Internet. 

Sigh.

Re: Complaint
Zenasia
Member

I wonder if Xfinity would be a better option. For cable and for wireless data when you’re on the go. Just something to think about. Verizon is a huge corporation who doesn’t care about its customers. And although Xfinity is similar, I haven’t had any WiFi issues with them as much as I’ve had issues with Verizon. 

Re: Complaint
Understand1
Member

I have been a Verizon Wireless customer for decades and their customer service is simply non-existent! Worse, I believe customer harrassment is not only acceptable but encouraged. I am finding that everyone I speak with there is horrible...BUT, what is Verizon doing to create and encourage that culture? They certainly are not doing anything to stop it or prevent it. There is no doubt that they are fully aware of how their customers are being treated by their employees.  I had a 2 1/2 hour experience last night that would take pages to document but the biggest "ahah" moment was when the supposed "Supervisor" on the phone with my daughter trying to trouble shoot her phone saw the rep that had just transferred the call to her start logging on the account about a fictitious telephone call to my daughter and how he had resolved the problem - definitely busted - but the real question is why would an employee do that?  And not just one but almost all if not all. This cannot be the first time. Verizon has simply gotten so big they truly don't care about the customer and until we have more choices, we are hostages. I am simply trying to patiently wait until I can get wireless service with a different carrier. The moment that happens, I will be gone! And until then, I am going to try to understand how horrible their work environment must be for them to behave that way and remember that my anger and frustration are with the company that promotes this, not with the employee subject to it.  

Re: Complaint
laliz123
Member

i am so frustrated with everyone at verizon you lack communication amongst each other. i have spoken to everyone at customer service and all have provided different information.. The first fraud incident started with the false promotion i was told to swap my phone and upgrade and that my bill remain the same... When i followed your instuctions i was then sent a bill for an extra 80 dollars a month...When i question. it i was then told i was not allowed the credit for the old phone and that the extra charge was added because i owed the old phone...was told had to pay 200 dollars to fix the problem and to wait for the bill. ...next two bills came i was told i owe nothing because i was given a credit and that i had been misinformed....next bill coming up estimated to be 1000 dollars..your rep said its due because i was misinformed....So now i have to pay for your error...all i know is you lied yo get me into this mess and expect me to pay...consumers affair fCC channel 5 everyone will know about your mess. i will make sure nobody else goes through this stress ...see you at smalls claim court

Re: Complaint
lsanderson
Member

I've been a customer since you acquired  Cingular Wireless,how fudging long ago is that? I ordered a new phone,after paying my old one off in full. I ordered a note 10 plus last week. I got it on a friday,and loved it put my old phone in an envelope but didn't mail it off as I had 2 weeks. On mothers day my cat knocked my phone off and it hit in a tiny little spot on the upper right corner and green flashing screen. one tiny crack phone dead. Okay it's my fault, I had a case on order but it hadn't arrived. I have insurance, I'm so upset so I write (Chat) to tech support,I swear for an hour,round and round rude no help,I couldn't remember my pin,I wouldn't help me if I didn't have it,I had to be sent a code,but my screens out and my old phone(which I asked a million times to activate it again and send me the code there no,can't do it,can't send a code to another line on my account either,seriously???????. I tried calling maybe 10 times well need a code or the call hangs up,I had to search online how to reach a human. I got so dang frustrated w/ the chat tech,wouldn't send code to email,finally I sent 2 numbers that I thought my pin could be and voila, it was one of them,by then I really was sick of the rudeness,pretty much telling me I was out of luck. I called got a person,who was GREAT btw,and said yes we can send a code to your email? really? Now 2 hours have gone by,she activates my old phone so I have one to use while I deal w/ Asurion. Why did it have to be so hard? Answer it didn't by evidence of the human I got on the phone who fixed it in about 10 min,the tech chat person was abysmal. 

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Re: Complaint
vzw_customer_support
Customer Support

We're sorry to hear about your new phone and thank you for your years of loyalty, Isanderson. Account and personal security are a priority, so your PIN is key to allowing us access to your account details. Is everything still working with your device?

KatiM_VZW

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Re: Complaint
rcschnoor
Sr. Leader
Sr. Leader

@lsanderson wrote:

I've been a customer since you acquired  Cingular Wireless,how fudging long ago is that? 


Just so you know, Verizon did not acquire Cingular Wireless nor has it EVER been a part of Verizon. Cingular acquired AT&T Wireless in 2004 and was eventually changed its name to AT&T Wireless in 2005.

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