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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
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
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.
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.
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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!!
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.