Customer Service Experience

[Johnsonn1]

Let's begin the story- The Adventure into my nightmare  Just unbelievable, unacceptable experience. As someone who works with customers as well over the phone, I could never imagine making them go through this!!!

9/20 - 6 hour interaction online to transfer service from Tmobile. This was actually going to be 2 new accts. We had 5 phone lines and Home internet ordered. Internet was being shipped to use and phones were In-store pick up. Made the payments, received the receipts accepted terms paid 209 for one charge and 56 for the other...

Expectations for promotions for online purchase - 200 gift cards for transferring to Verizon 100 Gift card for transferring home internet along with 500 account credit. Devices were free due to new lines.

9/21 - Called from the General Manager from the local store where pick up was set. GM stated that the payments were declined. ( LIES)  Payment was taken from bank and receipts were provided. They stated we would need to redo order in store! HA NO

Leave the store while attempting to connect with customer support. Rep stated she sees the receipts and payments. Keep the rep in the phone while returning to the store. Store states nothing they can do because they don't see that. Total time spent 4 hrs

9/22 reach out online to rep to help. Spent 4 hrs with rep which was then informed the local store actually cancelled our orders. ... making sense now they wanted us to purchase in store for commission. However our payment was still lingering.

9/23 - 0700 started with online rep, attempting to figure out what was going on and try to fix it. 1130 informed finally to call due to them not having any answers. 

Called spoke to someone explained the issues to 3 different agents to finally be told they still see the orders as pending. I informed that the store was trying to make me do it in store etc. Find out the local stores shouldn't even be calling when it's online orders. 1400 told to go to a different location, went to another location that was a certified Verizon seller. We had to get service and phones as they process of porting in was started. Our daughter was going back to college and needed to have a phone for the journey. 

The man at this store was amazing and helped get us phones at least. We did however have to pay AGAIN for the charges. But it cost more total 446.00  whatever... still had the first charges that came out of the account. At 1930 we finally left the store. We had 12 hours that day spent to get phones. 

I take a  day to call about the charges from the first day as well as the fact because we had to go to a store to get the phones we lost all of our promotions for online purchase. I had Cervical surgery and just needed a break to calm down and rest. Total Hours 26 Total out of pocket around 710.00

9/[phone number removed per the Verizon Terms of Service] online to start the process of refunding and honoring the promotions.

2nd rep was helping beyond belief. First refunded the activation fees that we were charged. Then began working on the 209 dollar charge refund. We had been working on it and he was about done with that one and it randomly brings a different agents on at 1100 meaning now back to square one. Rep wanted me to go through and explain all over again... no. I called in. Rep states okay I am transferring to a supervisor please hold. Holding and call disconnected... call back speak to some for 2 hrs to be transferred to someone else. I explain it all over yet again. Rep spent hours on the phone with me to get an escalation ticket created and submitted. Call disconnected AGAIN l, thankfully was called back. After all said and done, given a Rep name and " ID". Informed i would no longer have to speak with anyone else. Promised this was being taken care of and she scheduled a return call with me for 9/26 or 9/27 to confirm the progress. Also that the refunds were done and can be 5-7 business days.. I get that.. FANTASTIC 11 hrs spent that day

9/27..... no call back still... call in informed oh there were phone issues. Okay no worries I understand

9/30 Verizon service outage... 

10/1 no call

10/2 no update or refund 

10/3 no update or refund 

10/4 no update or refund. Still understanding because things happen

10/9 call in again find out the ticket wasnt done correctly, no one can get me transferred to the rep who was helping. The accounts that the orders from9/20 were assigned to were never actually attached to any acct. So the payments made had no were to be refunded. Spent hours to get this addressed AGAIN given investigation numbers but can't even check the status because the original accounts that were for those orders were not even open or attached.... 

Did get part of a refund on my billing account. Which was stated that it would be "refunded" to my bank once the credit was added. Requested to have the refund transferred to my bank, was told they couldn't do that...... also told that everything that was suppose to have been corrected is not actually able to refund/fix or get approved that they would be denied. 

We lost money by moving service, lost promotions, caused 2 panick attacks and spent more hours on fixing there mess up than my 40 hrs work week. I had surgery so I was off but should have been recovering not doing that. 

Just DONE WITH IT! 

[Johnsonn1]

Also side note..  at no point did I ever take it out on any agents. I tried to be kind amd apologize that they were being handed a disaster someone else created. I tried to be calm. I was even told that for someone who has been through it with this I was really cool, and great to talk to. I may have had a crazy laugh but i acknowledged this was not directly on those trying to help. I just can't believe how bad this whole experience has been. It all started due to a corporate store wanting to make money from the sale and making it become a horror story. I wish I would have just had it all shipped when it started. The only thing that wasn't messed with was the home internet due to it not being store pick up. We received that in the mail! 

[vzw_customer_support]

Hello, Johnsonn1. Help is here and my apologies to hear of your experience as this is never the experience we'd ever want for any of our customers. Let's work together to ensure we get everything situated and fixed for you. I have sent you a Private Message. 

-Natasha

[SynthpopAddict]

Stories like yours are the reason why Verizon really needs to bring back US-based customer support with employees working directly for Verizon.  Outsourcing CS to overseas call centers isn't doing much except producing negative experiences, poor reviews, and probably a pile of tickets which some overwhelmed folks can't get out from under?

[Johnsonn1]

To be honest, I have had multiple agents that are US based. There has still been the run around. The best, comical responses I have been given are telling me they don't show it was paid! I have provided the receipts and bank statements to verify it was. Now I have a billing credit on our account (just a small portion of what we have dished out) but no one seems to be useful in getting it back to my checking account. One response was they can't do that they don't have the system set up that way! 🤣🤣

[SynthpopAddict]

<<To be honest, I have had multiple agents that are US based. There has still been the run around.>>

I am starting to wonder if even a good deal of the US-based CS agents are a 3rd party company whom Verizon has outsourced jobs.  This would explain a lot of the horror stories I've read in the forums. 🤐

[Johnsonn1]

Oh and Verizon doesn't comp for the time spent  attempting correct this. Like I ha e done more work for Verizon on this issue than the Agents have for sure.