Hi, I am writing this because I can not find anywhere on here to file a formal complaint and this is the only way I can find to actually write something about my experiences. Hopefully you guys take this matter seriously as this issue can greatly affect your business. So, over the past 2 days I have been trying to speak to someone through your online chat option and the chat reps are being very unprofessional after around 9-10pm. I work throughout the day and haven't been able to get home to chat with someone until after 9pm and every time I contact the chat and ask speak to someone from a different department the chat reps REFUSE to transfer the chat... To be specific, this is the sales department that is doing this... When they realize that I do not need their help and so they will not be receiving a commission from helping me they refuse to transfer my chat to a different department. Multiple times I have asked to speak to a supervisor and they say ok I will transfer you to our specialists and then they just leave the chat for up to an hour at a time hoping that you will just end the chat. I keep sending them messages while they are having me wait and the messages don't even deliver they just say sent because there is nobody in the chat, the reps just completely leave. Then after almost an hour of waiting and continuously messaging them they come back to the chat and just transfer to another sales rep or straight up just pretend to be someone else, they WILL NOT transfer to a different department. They have done this around 7 times now. If you speak to the chat reps at regular business times like before 6pm you don't have this issue, they will transfer you instantly with no problem. It's only the overnight chat reps that are doing this.. I can pretty much guarantee that these people are making you guys lose money.
I thought the live chat closed at 7pm in some time zone and then you only had the AI bot. Have you tried calling, or sending a private message to @vzw_customer_support?
We are sorry to read that you had this negative experience, and we will make sure to forward your feedback to our team as well. If you still need assistance, let us know, and we'll be happy to help out.
~Freddy
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