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Customer service / complaint email
Jwsledge
Member

What is the email address for customer service / complaints?

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Re: Customer service / complaint email
deloused
Sr. Member

There isn't one

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Re: Customer service /  complaint email
Snn5
Sr. Leader

What seems to be the issue?

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Re: Customer service / complaint email
vzw_customer_support
Customer Support

Hello Jwsledge!


We don't have a customer complaint email line, but we can certainly accept your complaint to help you. Please tell us your complaint so we can assist you. Thank you!


LauraD_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Customer service / complaint email
Jwsledge
Member

Approximately 4 years ago, I dropped t-mobile and switched to verizon. My

phones were a vital part of my business, and I was just fed up with the

service from tmobile. I know verizon would cost more, but for me, quality

of service was worth it. I have had much positive experience with Verizon

' service over the years, and I have not once regret the decision, although

the last few months I have been having flash backs of poor service. My

plan consists of 4 smart phone contracts and 1 tablet. I kept an extra

line for employees, my daughter had a phone, my wife, me, and my tablet.

Several changes have occured in the last several months, and we no longer

need many of the services we are paying for. I no longer need the extra

line, my daughter now has her own plan, I no longer use the tablet, and as

a result of the changes our monthly data has decreased to around 4 gigs a

month. 4 or 5 months ago, I contacted a Verizon rep through the store at

59 and hwy 6 sugar land. I explained my situation and inquired about early

termination of 2 contracts. The sales rep was slick. He went on and on

about all my options and how I could make some changes to save money and

avoid penalty. The options included changing one contract to a wireless

data device, changing tablet plan, he even told me I could substitute one

of the plans for home phone service through a partnership between verizon

and comcast. Unfortunately he couldn't handle that, and I would have to

contact comcast. He advised me to not make any changes until I had all the

information. After hours of dead end phone calls to several different

departments and both companies, I figured out what I was looking for didn't

exist. VERIZON GOAL ACCOMPLISHED. SAY WHAT EVER IT TAKES TO GET THE

CUSTOMER OFF THE PHONE WITHOUT DECREASING MONTHLY REVENUE AND KEEPING

CUSTOMER CONFUSED YET NOT QUITE UPSET ENOUGH TO COMPLAIN. Finally, I

decided again to get these changes complete. There has to be some option

other than me paying an extra 200.00 or so a month for the next 12 months.

I called customer service to inquire about my options. They gave me the

cost of 230.00 each to cancel the 2 lines I wasn't using. Although it was

a hefty price to pay all at once, I had to do it. I research data plans

etc. And figured out the best options for me over the long run. The rep.

Was very informative and straight with me about my options. I called back

a few hours later (earlier this evening) I communicated to the rep. What I

wanted to do. I wanted to cancel 2 contracts. Stop paying 10.00 a month

for a tablet I never use which is not under contract, and reduce my data to

6 gigs a month to cover the average of 4 we use. I expressed that I wasn't

switching carriers, that I just simply did not use the lines anymore. I

hadn't used one for a year (480.00 down the drain) and the second for 8

months (320.00) down the drain, and tab for 2 years (240.00) down the

drain. She asked me a series of questions which she said she had to ask. I

listened and answered them nicely, she then informed me that the changes

were made and attempted to end the call. I asked her to confirm the amount

to terminate early, and what the details of my plan were now. She said

120.00 each. I expressed that she may have made a mistake. The 120 would

only be for one of the lines I am keeping, the 2 for termination were

230.00 each. She insisted the 120 was for the 2 I wanted to end. I was

pleasently surprised. I asked her for an email confirmation and we ended

the call. "Well that wasn't so bad" I thought to myself. Finally. I

looked for the email. It didn't come. I logged into my Verizon, no record

of changes. No email. Once again...VERIZON GOAL ACCOMPLISHED. SAY WHAT

EVER IT TAKES TO GET THE CUSTOMER OFF THE PHONE WITHOUT DECREASING MONTHLY

REVENUE AND KEEPING CUSTOMER CONFUSED YET NOT QUITE UPSET ENOUGH TO

COMPLAIN.

I called customer service back to inquire about the changes. Explained

what had happened. The rep reviewed the notes and confirmed my

suspicions. She had not made the changes. Said something about sending me

to ?? ( some code name for retention rep or something) he was very

apologetic. Said he needed to get permission from his supervisor who was

on the phone, but he would get it all cleared up. I was on hold for some

time. He came back, said it would just be a few more minutes. Finally,

he got back on the line. Apparently he had made a mistake, the young lady

who had helped me earlier had completed the changes, possibly after we had

spoken... blah blah blah...sorry for the inconvienience Mr. Sledge, you

should receive your confirmation email shortly... have a nice day. One

again, VERIZON GOAL ACCOMPLISHED. SAY WHAT EVER IT TAKES TO GET THE

CUSTOMER OFF THE PHONE WITHOUT DECREASING MONTHLY REVENUE AND KEEPING

CUSTOMER CONFUSED YET NOT QUITE UPSET ENOUGH TO COMPLAIN.

Still no email, no change on my verizon, I haven't called back. I'm

through wasting my time.

Verizon... I can get service like this anywhere. Why am I paying a premium

for top notch service to be treated like this.

I challenge you to review the facts and records of this account. I'm

sure your system has detailed notes on every call. Most likely a recording

as well.

I challenge you to right your wrong. When I say that I don't simply

mean finally make the changes to my plan I have been trying to make for the

last 5 months. Since I first attempted to make these changes, I have been

billed at least 120.00 a month more I should be paying. That's over

700.00, not to mention the hours I have spent trying to get this done. I

won't even put a dollar amount on the time because that time has been taken

directly from the time I spend with my 3 young children, which is time I

consider priceless. All things considered, I feel a 400.00 credit towards

the fees I will be charged for early temination of 2 lines.

Then we can start fresh, and hopefully get back to the relationship we once

had. I would prefer to be a Verizon customer for life, but this experience

has really put a bad taste in my mouth. I am sorry this is so long winded

and probably full of grammatical errors. It's rough and I won't be

reviewing it before I send. I think you get the point.

Sincerely,

Jonathan Sledge

Re: Customer service / complaint email
vzw_customer_support
Customer Support

Jwsledge,


I completely understand yoru frustration and I apologize for all the inconvenience this has caused. I understand you not wanting to pay for lines that are no longer being used. I can definitely take a look at what happened and make sure the lines are disconnected as you requested. Please reply to the direct message I sent you so I can access the account.


JohnB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Customer service / complaint email
sprmankalel
Leader

Go to a corporate store. Have them cancel the lines you want and they will give you a receipt on a piece of paper.

I had taken a friend to a local corporate store and they canceled a line for her and made the account changes there. It took 25 minutes.

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