An Open Complaint Letter to Verizon Wireless, Verizon, CEO, Verizon Support & Whoever Can Fix my Issues,

[1baldwin2]

Verizon. 20 years of loyalty has not felt like a truly valued and reciprocal company-to-consumer relationship. It has been only my-sided.  Your ineptitude with providing first-class (or any class) of customer support had eroded to the point of laughter. As such, it is hard for me to be any more disappointed, frustrated, and disenchanted with Verizon’s inability to provide basic customer support.

In many varying customer support engagements over the years, I have been lied to countless times by reps. It is as if they are directed to simply “appease the customer with any lie necessary”.  Then when I reach back out to support to point out the “lie”, I get a veiled apology and another unkept promise to help resolve the issue. It is this cycle of abuse that I can no longer take. 

So regarding the most recent issue, I have reached out to customer support in various ways (Chat with us, Email Support, and via X messaging) on at least six (6) different occasions since February 10th without ANY RESOLUTION. So what has happened in the last 18 days one might ask. 0. Obviously, Nothing. Zero. Nada. My issue today is the SAME ISSUE I had on February 10th (and actually before then).

• My mother-in-law had a phone on our account. She passed away in mid-January. I have been trying to get this device returned to Verizon. I have provided her death certificate. I have asked (over AND over AND over AND over…. get the picture?) to have a shipping label, box, kit provided so I can ship it back to you. Multiple reps confirming my shipping address since February 10th to say a return kit will be received 5-7 days. It is March 1st (19 days later) and still no return package, envelope, or a shipping label has been received.  It shouldn’t be this hard to return a loved one’s phone.  MAKE IT MAKE SENSE.
• I had been told by a rep during one of my upgrades (that because of my longevity as a 20+ year long customer) that they will refund me the $35 upgrade fee.  NEVER. THIS hasn’t happened. Why tell me this if it is NEVER going to happen? Again, just another reminder for me to leave Verizon.

So I am going to be an EX-CUSTOMER as soon as I can.  Until then, Verizon, you may ask what you can do?

How about someone WHO CAN ACTUALLY send me a return kit, do so?  My f*ing address is the same that you have sent me the last 4 phones I got through you, so no need to reverify.

Give me a refund if you say you are going to give me a refund.

We will see if anyone of consequence even sees this and responds.

Sincerely Disappointed Soon-To-Be-EX-CUSTOMER.

[vzw_customer_support · Accepted solution]

Hi 1baldwin2, I am truly disheartened by the lack of support that you've received up to this point and would be more than happy to get this resolved for you once and for all. It certainly should not take multiple attempts to reach a resolution and for that, I am truly sorry. I'll be sending you a private message shortly so that we can collect some details from you.

-Necia