How do you file a formal complaint with the company

[unhappycustomer16]

Hello, does anyone know how to file a formal complaint with Verizon?  I was told by a customer service agent there is a link on the website but I can not find one.  I have been a loyal customer for over 16 years but now they do not want to honor what I was told via a chat when I upgraded my hotspot device.  I have an old plan that I purchased before 5G Ultra Wide was available in my area.  Once it was available I was supposed to receive unlimited (no slowdowns) and now they will not honor it, even after I chatted with an agent at length and he confirmed that was how it would be if I simply upgraded my device.  I called to speak with someone and was told I actually now had 80GB because I upgraded devices, which I knew was not true, so I spoke with the rudest excuse for a customer service agent I have ever spoken with.  He was very rude, condescending and unwilling to do anything except say that Verizon was not going to honor it.  Now a Facebook message linked me to the community page for the answer to ¨how do I file a formal complaint, I was told I could do that on the website but I do not see a link¨.  I can not believe how bad Verizon treats their customers!  I am thinking about filing a formal complaint with the FCC and the BBB.  TIA for any help that can be provided.

[vzw_customer_support]

I’m saddened you had a less than ideal experince, and issues with the recent plan changes. We’ve sent a Private Note so that we can assist further.

-John

[mmac7314]

I cannot believe how  difficult it is to file a written complaint!

This is regarding order *****

I bought an iPhone for $1000 yesterday and chose to pick up the phone in Sturbridge Massachusetts because it was the only store open at the time that was anywhere near me   I sent my son Sean who is going to be using the phone. He is currently on my account with his own phone number. I was not given any notice that he was not authorized to pick up the phone, he drove an hour round-trip Only to not be able to get the phone yesterday. I had to chat with five different people and make a phone call to get the phone delivered to a store closer to me and authorize my son to pick it up. I've been a Verizon wireless customer for over 20 years. I am also a FIOS customer. This is ridiculous. I paid $1000 and it took me hours to get somebody to send the phone to a store closer to me I was ready to cancel the order and buy the phone directly from Apple. I was told repeatedly that there was no way to transfer the order to the closest store. That is absurd, some human being somewhere made a decision to not allow these kinds of transfers, probably driven by some corporate directive, and not driven from a customer experience perspective so while you may be satisfying some corporate goal, you have highly dissatisfied, a loyal and long-standing customer.  Somebody finally resolved this, but it should not have taken so long. I am very disappointed.

[vzw_customer_support]

We are sorry to read that you had this negative experience with your new device, as this is never how we want you to feel, especially after all these years of being with us. We will make sure that we forward your feedback to our team, as we are always looking for ways to improve the services we provide you. Thank you for taking the time to let us know of this issue with your order.

~Freddy

[Tiego71]

I’m with you.  After 30 years with Verizon and being a good customer with multiple lines… they have absolutely failed to meet the needs of customers. Im about to have pay $400 out of pocket to repair a shattered screen on a phone I’ve been paying monthly on insurance for two years because of Verizon’s failures.  It’s costing me ALOT to give them my business. Just terrible. 

[vzw_customer_support]

Tiego71, we want to make sure you get the help you need with your insurance. The last thing we want is for you to pay out of pocket if the device is eligible for free screen replacements and you've got the right insurance. We're going to send you a Private Note so we can take a look at your situation.

~Jesse