Unacceptable. My issue has gone unresolved for two weeks now. I am not sure how Verizon identifies their reps and if their IDs are logged but I would like to know as the ones I have been speaking to need to be held accountable. I have been with Verizon for over 15 years. Recently I took a trip to Europe. I called Verizon, spoke to a rep, gave him the travel dates, and added the monthly plan for $100 to two lines. He told me the plan would fall off both of my lines the day we came back and that the $100 would be prorated as we were only away for three weeks. I came back to an enormous bill. I called Verizon and told the rep about the issue. Issue#1 was that the plan did not automatically fall off and I was charged. Issue#2 both lines had multiple service interruptions during the trip. He was sincere and said he would credit back $200 within 5-7 business days. This did not happen. I called again. This time the rep said there were no notes in the account nor was there amy request for credit on their end. She asked me what happened. I told her the story. She transferred me to her superior. This superior/manager listened to me tell the story a third time. She said she would credit the entire amount of my bill which was around $250 for the inconvenience and that I would see the credit on my account within 48 hours. I also asked her about and upgrade for my daughters phone. She offered me and my daughter free iPhone 15s w/ trade in and I asked her to put that in my account notes as I would be visiting the store over the weekend. She said no problem. I went to the store. My daughter had the upgrade, I did not. So I did not get a new phone. I sent my issue via message and a rep just reached out over chat. She doesnโt see any notes about any of the issues above. I asked for an employee ID of the manager and I know that my call was recorded so there has to be some accountability on Verizonโs part. She could not help me. I am exhausted. Verizon happily takes an auto payment from my account every month for the bill. That never fails. However if there is an issue, there is nobody to help. I am extremely disappointed.
Hello, Noloyalty2206. Help is here as we always want our customers to have a great experience with us. My apologies to hear this didn't happen. We are more than happy to help review your account and see what offers are available for your travel concerns as well as the upgrade. It is important that we do set proper expectations, meaning, if there is an offer for an upgrade on the account, we can definintely move forward with it, but it does have to be an applicable offer on the account as we cannot generate an offer based on inconvenience or a bad experience. Rest assured, we want to right any wrongs and ensure you have resolution. Please let me know if you'd like to proceed.
-Natasha
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