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Customer Service Chat Logs
n523jh
Member

A few, I chatted with someone in customer service about data usage and an extra line that is on my plan but no longer actually use. Changes were promised to my account and I believe one change has not been made. I asked if old chat logs were able to be pulled and was told no. I then asked why phone calls are recorded but chat logs were not. The agent then said that logs were kept but possibly thrown out if they were not immediately requested by the customer. I have trouble believing this. Anyone else ever had a chat agent make promises that weren't kept and then have no proof of it afterward?

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Re: Customer Service Chat Logs
Acrillix
Sr. Member

Every conversation is recorded regardless of the method of communication. If they open your account, there is a log of it on your notes. It is true that the customer will not receive a copy unless they opt to in the chat, and cannot request it after.

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Re: Customer Service Chat Logs
sprmankalel
Leader

Acrillix​ is correct. I want to add that even if something was said and it not a policy or something that can be done it may not get done no matter how much you try for it. The reason? Check your Customer Agreement. I will link it below.

Customer Agreement | Verizon Wireless

From the last paragraph:

This Agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement.

Re: Customer Service Chat Logs
DENFAR21
Member

good morning I Dennis had a tablet suspended last week now

its back on how this possible it cost me 4 gigs I need an answer .

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Re: Customer Service Chat Logs
pherson
Leader

Then call customer support and ask.

Re: Customer Service Chat Logs
Acrillix
Sr. Member

We don't have access to your account how are we supposed to know

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Re: Customer Service Chat Logs
KARMCK40
Member

I was chatting with a lady name Jackie we got disconnected she was helping me

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Re: Customer Service Chat Logs
DIVADNS
Member

Yes, worst customer service EVER!

Re: Customer Service Chat Logs
cass223
Member

I have not had this problem, but that is why I always email a copy to myself.

Good luck!

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Re: Customer Service Chat Logs
vzw_customer_support
Customer Support

Saving multiple copies of a chat is important, cass223. We regret reading about the account issues n523jh. Chat transcripts typically are available to view on your account. However, you have to request a copy as soon as the chat is over to receive a copy for your own records. Please let us know if we can provide assistance.

DavidC_VZW

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