On March 21, we opened a new business account with Verizon, purchasing three new phones and activating service for four lines. Less than a month later, on April 11, all of our phones suddenly stopped working around 8:30 AM. What followed was one of the most frustrating and time-wasting customer service experiences I’ve ever endured.
What should have been a quick fix turned into an eight-hour ordeal. I spent over two hours on the phone being transferred from one department to another — each time being told I had reached the wrong department (even though I had been transferred by a Verizon representative). I was hung up on twice when the agents couldn’t resolve the issue. I received conflicting explanations from different reps — one claimed our phones were shut off due to “inactivity,” while another insisted it was a “past due bill.” That would be impossible, considering we’ve been Verizon customers for less than 30 days.
Unable to resolve anything over the phone, I had to drive to a physical Verizon store to continue trying to fix the problem. There, we were lucky enough to be helped by Calix, a phenomenal employee who went above and beyond to save the day — again. Even he had to struggle through the same broken internal systems, getting transferred repeatedly while trying to help us. His persistence and professionalism were the only redeeming part of this experience.
This situation cost us an entire workday, business disruption, personal stress, and time we can’t get back. For a new business account, this is not just frustrating — it’s unacceptable.
If it weren’t for Calix, we would have canceled our Verizon account today.
Verizon, you need to take a serious look at your phone support systems, agent training, and internal communication. You’re not just risking losing individual customers — you’re risking business relationships. Do better.
