I have dealt with a lot of companies during my numerous years as a consumer. Never have I been so disgusted as I was with my interaction with Verizon yesterday when I used an on-line chat session to try to resolve an error showing up in association with my account. I paid off my device earlier this week and when I went to my account on-line to check the status of new phone I had ordered, I saw that my current device was listed as needing to be paid in full -- that no payments had been received. As I had just paid off the device after 2 years, I was stunned and incredibly worried. So I began an on-line chat with "Charlie." He was reassuring, addressed the issue and said I would have to contact "Financial Services" immediately and gave me a reference number and a telephone number to call. He also seemed to suggest that in the future, I should use an on-line chat session to help me navigate the upgrade device process. I smiled at that because I had tried that and found that on-line chat person to be completely unhelpful and a little bit pushy. Charlie then asked me to complete a survey about my experience and to please indicate that I had a completely perfect experience. So I complied because at that point, he had said this was a system glitch and that he could see there were payments.
So then, I did exactly what he told me to do. I called the number he texted me and expected to reach financial services. Instead, tI reached a "survey" for a service about a medic alert system and if I participated I could win a cruise. There was not an option to skip the survey so I answered the questions and was stunned when I was never connected with financial services. I had received a text from "Charlie" with the number so I responded to the text, knowing full well it was not an attended mailbox, but I was given a Verizon number to call instead. So I called that number and got through to "financial services" and was reassured that this was just a billing cycle issue and that they show that the device is completely paid.
What a load of garbage! What kind of trust or opinion am I going to have of any company that while trying to resolve an issue, I am directed to some bogus "survey" that is really an sales pitch to enroll in a program I do not need. Verizon, if you think that this kind of customer service creates a positive business relationship with your clients, you are so incredibly WRONG. Frankly, I wonder if this is some kind of ruse to get unsuspecting people directed to this survey which I am sure is designed to get people enrolled in a costly service they don't need. You have to know there is something suspicious and frankly, fraudulent, when after you answer three questions, you win a vacation, automatically. Wow, Verizon, you think that little of your customers?
This matter is not over for me, but I post this here to alert any other unsuspecting Verizon customers to this practice. And I will be making further complaints regarding this until I get some kind of understanding about whether this is something that is
I've sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.
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!
Hi TAMB2U, I am also having a problem with a financial/payment situation. Mine is a little different then yours, Verizon employee accidentally charged my debit card $735, which drained my balance. And only answer I received was it would take 10 days to be put back in my account. Which I think is totally unacceptable and cannot live without that money but I have spoke to 5 customer service reps and 4 who have reassured me a manager would reach out to me because they didn't have the power to do what needed to be done to help me and needless to say I am furious. I'm going on the 4th day and never heard from manager. Also the 4 reps mentioned the financial department but it seemed no matter what time of day it was that department/person wasn't available. I was just curious if you ever got your problem taken care of and if so what did you have to do to get to the bottom of it?
Verizon is truly ripping people off with these phone bills. The only issue is their bills aren't bills they are car notes. People is living paycheck to paycheck and can't afford cellphone bills like this and for them to charge your card that much should've against the law. And quick to disconnect you.
Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.