Customer Service Feedback

[rpp2017]

The first time I called I was transferred then hung up on shortly after I began speaking. The second time I called I was transferred 9 times and on the phone for a hour and 30 minutes for something that should of took 20-30 minutes. I was transferred between several advocates from the same department that would say they are transferring me to the correct department and just transfer me over to another representative in the same department. The last actual representative I spoke to, I asked to speak to his supervisor. He said I had to be transferred to a different department and ask to speak to a supervisor there. Once I was transferred to that department and spoke to a supervisor he actually had to transfer me back to the department that the advocate transferred me from to begin with. I spoke to 7 different customer service advocates and 3 supervisors and finally spoke to someone about the issue. My issue was still not resolved and I am going to leave a review on several different review sites about the fact of the awful customer service. My bill is over $1,000 and they are saying they can not lower it and my service has been disconnected since August. I work in telecommunications and customer service myself, if this would of happened at my job, we would be required to compensate the customer on credit on the next bill or discount on the current bill. Either way this is inexcusable and should be dealt with promptly. There is no reason your representatives should be so undereducated or even that irresponsible. If that is the case I would suggest getting all new workers. I was laid off because of the government shutdown is why my bill is behind to begin with, they should be appreciative over the fact they still are even able to work and afford to take care of their family. I would suggest implementing better procedures for customers on being transferred and actually enforcing them. Also, I would advise next on making it possible for loyal customers to be able to work it out somehow to keep phone service at least while in the government shut down. Have a nice day.

[vzw_customer_support]

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