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I have texted and called Verizon countless times now and spent multiple hours on the phone all to still have an unresolved issue. I ask to speak with a supervisor and they pass me over to the person sitting next to them at the call center or, they pick up the phone and pretend to be their own supervisor! I kid you not!! I have been with Verizon over 25 years now and they are worse than ever. My son, on my plan, bought a new phone. Along with that phone, unbeknownst to him (or me, the account owner) Verizon changed his plan. Then, because his plan was changed, they changed my and the other line! Then, on top of this, they add $3 for EACH line, EVERY month, for the changes that were made!! They tell me today if i change to one of the 3 (they only allow you to choose what is on their website which amounts to an upgraded plan, not any plan you see them offering others online) even though Iโve been with them since they opened their doors.
I fully believe each Verizon representative operates on commission. They do WHATEVER IT takes to get that commission, too. I also believe they are punished if the call escalates to a real person who has the authority to assist! I was on the phone, again, for over 1 1/2 hours today, with a promise a supervisor would be calling me back within 5 hours. Well, i ended the call at 12:30 and itโs 7:00 now. What does that tell you? The person who told me sheโd arrange to have a supervisor call me is the same person who put me in hold, then picked up the call and acted like her own supervisor, promising โI can help youโ. Again, she offered only those which are visible in their website.
I continually asked to speak with a supervisor, a higher up, and i was continually transferred to the same level if agents. I was told they all can do the same thing.
The last representative, Sarah E, had the nerve to say i changed the plan myself. I said, I did not โ. This began a conversation that went like this:
SARAH E: You changed the plan.
ME: I did not change the plan.
SARAH E: You changed the plan.
ME: I did not change the plan.
SARAH E: You changed the plan.
ME: I did not change the plan.
SARAH E: You changed the plan.
ME: I did not change the plan.
And THAT is WHO Verizon has repeating them, everyone! Howโs that for good communication skills? Taking over new. Interrupting me. Speaking fast. Sooo unprofessional and frustrating, at the least.
That is what you get when you are with Verizon. If you think youโre any different than me, a loyal customer for over 25 years, with 3 lines, think again. Youโre not.
The lack of customer service at Verizon to resolve a simple issue is simply unacceptable and the level of integrity of these Verizon agents is almost nil. All have thick accents, btw, and talk very fast, even after i repeatedly told them i was hearing impaired, wore hearing aides that sync into my phone, and to talk slower. I could HEAR them just fine, but i couldnโt UNDERSTAND them.
My 25 years, and being a senior living on retirement doesnโt mean ANYTHING to Verizon. What means something to them is getting their next commission and RAISING the bill by no longer offering โpastโ plans, including the plan they moved you out of, without your permission or knowledge.
BEWARE of the trick to go PAPERLESS and AUTO PAYโฆthey donโt want you to SEE what youโre paying. They jack up the price of the monthly plan so they can reduce it for going paperless and doing auto pay, and Verizon still receives a nice, hefty chunk each month for your plan.
Iโm very upset and my advice to ANYONE considering Verizon Is to BEWARE. They have become SHIFTIER (and unethical) as EVER!!
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Before anything, thanks for our 25+ years of service with Verizon, we truly appreciate your business. We are truly sad to read about your recent experience. Our goal is to provide top quality service.
Please tell us more, what exactly are you looking to do with your account (change plans, lower cost, etc.)?
~Gilbert
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I believe the representatives are trained to first pretend to put you on hold, but theyโre actually listening to you. Then they put you on hold so that youโre hearing the hold music. They keep taking you off of hold to see if youโve given up and put you back on hold. This will occur about 10 times. Then they will tell you theyโve contacted the next person or supervisor or transfer you to a different department or person and you wait on hold and then they disconnect you. So the process starts again. I made 17 year long customer and recently added three lines because Verizon service and customer service has always been stellar. Two weeks ago I was on the phone resolving issues with Verizon for 22 hours. I am not kidding. An agent actually deregistered my phone and I lost all access to my account and lost FiOS . The two โsupervisorsโ that I finally had been in contact with were horrendous. One assured me she would reverse charges and that she would obtain a discount to help compensate for the time I spent resolving the issues they created, and that she would call me back two days later on her next shift. Not only did she NOT reverse the charges, but she never called The next one said that there were nothing in her notes indicating I was to have the charges reversed and that I wasnโt owed any compensating discount for my time and when I asked to speak to her supervisor, she kept me on hold for 48 minutes and then hung up. Absolutely horrendous. They are trained to try to wear you down and make you give up and your request for what you are rightfully owed,