Kudos to Hector (ORTIHE3)

[NanaP1977]

We have been  regretting our switch from AT&T to Verizon in 2022 on BlackFriday at Stone Hills Shopping Center in Pflugerville TX. (DO NOT SIGN ANY CONTRACT WITH THEM!!! NONE of the promotion that they promised was applied and they won’t fix it!)Ever since then, we have had issues with bills. Store never gave us black Friday deal as they promised but no one could fix the issues… Plan had been changed and lost credit…bills never stay the same… problems never had been solved after 2 to 3 hours calls. Today I spoke to Meredith who seems to have knowledge of what she does at first so I was hoping she could understand the issues and solve them. Instead, she made me feel like I was lying to her by making comments like “your story does not add up.” After over an hour of conversation, I requested to speak to her supervisor.  She continued to discuss the issues, but I knew she was not understanding or carrying enough where my frustrations coming from.  Another hour passed by, I asked if I was still waiting on my turn to speak to supervisor. She replied “regards of what issues that you need to speak with supervisor “. “Supervisor can’t do more than what I can do for you”, then she continues avoiding (to me) to connect with supervisor. After almost 3 hours on call with her, she finally connected me to supervisor named Hector. I started off by complaining about Meredith, but Hector was giving her credit of her work and apologized. He backed her up and took blame of delaying to be connected with him and apologized. (I WISH MY BOSS WOULD DO THE SAME!!) Right then, I knew what kind of supervisor he is, he has pride on what he does and sincerely caring for his customers. I was set at ease by his attitude. I was able to explain 18 months of experience with Verizon and asked for help to fix the on going issues. Hector was able to looked up all the details, when I called and what was the issues each time I called before. He CLEARLY understood when, how and what caused all the issues came from. But even with him, there are only so much he could do just because of the time had been passed. Am I 100% happy with results? No, I can’t say I am until I see the next bills or until I am free to go back to AT&T. BUT today, I felt that I had been heard and I feel like everything will be fixed.

[vzw_customer_support · Accepted solution]

Happy Monday! We are truly sorry to read about your recent situation. We know the importance of managing your bill/account, especially when it comes to your credits. Verizon is glad to see Supervisor Hector took care of you in the best way possible. We take pride in providing top-quality service and a world-class experience. If you need further support, do not hesitate to let us know. Verizon is always here for you.

~Gilbert