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no one is able to help me with my problem. but im switching carrier not because the problem is not solved. its the customer service that surprise me.
Tomandscooby
Member

I've upgraded my verizon data shared plan to unlimited plan. which i will be eligible for wireless+ home reward discount

long story short, after upgrading it, i tried to contact support to help me link my fios account with my wireless mobile account to get the wireless+ home reward discount

I called and chat with MANY specialists.  some are nice and tried to help but they got no answer for me. which is understandable.  but some specialists are so unique.....

the specialist takes 17 minutes from asking me to validate my account and eventually tell me something that is not relevant (i explained to her why im here at the beginning of the chat)   

then she replied. yes you are here for the mobile + home reward and just transferred me right away without giving me a chance to say anything else.  and the point is. i was transferred to her at the first place.

this agent just dont care at all.  she said "let me check that for you" at 21.14. and after 6 minutes, she said she needs to validate my account.   Im just wondering what she was doing while i was waiting for her....

im sharing this simply because im kind of upset and i dont think its gonna do anything. i just wanna let it out and of course, hopefully people who try to use verizon see this thread and stop them from using it.   

im looking into att and tmobile now.  im sure the customer service cannot be worse than verizon.

 

i copy and paste the conversation here just because i wanted to show how bad the customer service was.  u dont have to go though it because its a lot.

20:31, Jan 19
Reginald: Sure, one moment please. Kindly stay on our chat.
Info: We received your message and we'll connect you with the next available live agent.
20:39, Jan 19
You: ?
21:05, Jan 19
You: waited for 30minutes still nothing?
21:12, Jan 19
Agent: Thank you for contacting Verizon. This is Rose. How may I help you today?
21:12, Jan 19
You: hi
21:13, Jan 19
You: ther is another agent transfer me to you
21:13, Jan 19
You: its that i cant get my mobile+home reward promotion
21:13, Jan 19
You: after upgrading my shared data mobile plan to unlimited plan
21:14, Jan 19
Agent: Sure, let me check that for you!
21:14, Jan 19
You: ty
21:20, Jan 19
Agent: I want you to validate the account!
21:20, Jan 19
Agent: I'll be sending you a text with a code for verification purposes.
21:20, Jan 19
Agent: May I know the line number?
21:20, Jan 19
You: x
21:20, Jan 19
Agent: Sending it now.
21:21, Jan 19

You: received it just now
21:24, Jan 19
Agent: I'm in now!
21:27, Jan 19
You: so wats going on
21:31, Jan 19
Agent: Still checking about the promotion.
21:36, Jan 19
You: still checking?
21:36, Jan 19
Agent: Yes, I'm still here.
21:37, Jan 19
Agent: You are still getting the 50% Access Discount (Jan 09-Feb 08)-20.00
21:38, Jan 19
You: do u know what im here for?
21:38, Jan 19
Agent: I understand that you are not getting the mobile+home reward promotion.
21:39, Jan 19
You: yes.
21:39, Jan 19
Agent: Right, In this case, I need to transfer you to our dedicated team.
Info: By chatting with us, you grant us permission to review your services during the chat to offer you the best value. Refusing to chat will not affect your current services. It is your right and our duty to protect your account information.
21:40, Jan 19
You: but i was just transferred to you
21:40, Jan 19
You: after waiting for a long time

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Re: no one is able to help me with my problem. but im switching carrier not because the problem is not solved. its the customer service that surprise
Ann154
MVP MVP
MVP

@Tomandscooby

As I understand, linking your Wireless account to your Fios account needs to be started on the Fios end. When you reached out to Customer Support, did you start with the wireless side or the Fios side? I'm not sure if the chat option is only staffed by the wireless reps or both.

 

Because your issue is more with the Fios side, you might have better luck with the reps on the Verizon Fios forum. I have linked it below. 

https://forums.verizon.com/

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

Re: no one is able to help me with my problem. but im switching carrier not because the problem is not solved. its the customer service that surprise
Tomandscooby
Member

I called both team.  At first. I called wireless team simply because I got my plan upgraded.  They said call Fios. 

i called Fios.  and they couldn’t help me because based on their guide. I have to add it using my Verizon apps.  I tried and went to the apps. Go to Verizon up tab. But it’s not there.  I tried using android and browser.  The option is not available. I went to YouTube and see how others do it.  Found the video but it’s just not showing on my end.  I understand they don’t know what to do if I don’t see it on my end.  But instead of finding me a solution.  What they did was.  Hey it’s not my problem. Let me transfer you to another deportment.  Without giving me time to reply. 

It doesn’t only happen with one agent.   It happens with multiple reps. Like.  I don’t have a solution.  Transfer.   Lol

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Re: no one is able to help me with my problem. but im switching carrier not
vzw_customer_support
Customer Support

We're very sorry to hear that you had that experience trying to set up your Mobile + Home Rewards. We will be happy to check that you qualify on the wireless side of things and can go over the process with you. We'll send you a private note that you can reply to to proceed. - Henry

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Re: no one is able to help me with my problem.
vzw_customer_support
Customer Support

This is not the type of experience we want you to have with us and we don't want to see you leave our Family. As a fellow consumer I also like saving money each month on my services, allow us to take a closer look at this matter for you. Please send us a Private Note at your earliest convenience to better assist. ~Vic

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