Since August 2024, I have experienced a frustratingly recurring issue with Verizon's service, resulting in a considerable investment of my time and, ultimately, a promised $70 credit. After countless hours navigating Verizon's support channels in pursuit of a resolution, I discovered today that those credits had, in fact, not been applied to my account. The extensive time and effort expended to fully acknowledge an error is unacceptable.
Today, I again found myself negotiating Verizon’s support labyrinth, ultimately requiring over an hour to connect with a representative who could finally apply for the credit in real time. While I appreciate the agent's competency, the broader picture is concerning. It is clear there are fundamental inefficiencies in Verizon’s client service operations—resulting in customer dissatisfaction, wasted resources, and diminished confidence in your brand.
For context, Verizon CEO Hans Erik Vestberg received $24 million in total compensation in 2023. In contrast, many customers like myself must endure protracted service delays and unresolved issues before seeing promised credits or meaningful support. To a high-level executive: I urge you to consider the financial and reputational costs of a service infrastructure that places an undue burden on your customers. For Verizon to retain its standing as a leader, it is imperative to resolve these systemic breakdowns and prioritize a genuinely customer-focused service experience.
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