I called customer service to cancel an and request refund of a feature after noticing that I continued charges after cancellation requests (two attempts) in the previous months. The representative received my case and informed me that there was no record of me trying to remove this feature. I requested that the case be escalated for further investigation and that I had requested this cancellation as early as 7 months prior.
This request was met with hostility by the representative. The representative spoke over me in conversation, did not offer due diligence in researching the effort (never spent any time to review account notes further) or offer other options available to me.
I was dumbfounded by the insulting behavior and mistreatment of a 20+ loyal customer. Itโs obvious that this individual requires additional training and mentorship on how to provide meaningful customer service experiences, especially if they are incapable of assessing further.
Due to this experience, once confirmed that this feature is removed - I will find another service provider.
Thank you for reaching out Vincete, and we are sorry to read that you had this negative experience, as this is the last thing that we would want for you to go through, specially for someone that has been with us for so long. To better assist you, we will be sending you a private note.
~Freddy
Thank you for your response, Freddy. Due to this experience, I am no longer a customer with Verizon, and thus cannot view private messages sent to that account. Additional hat tip to the the representative, as it appears my phone numbers were "locked" on my account, making the process of moving over my phone numbers over to my other carrier that more complicated. This hardship reinforces my poor opinion and I stand by my previous post.
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