Any customer using the chat option with a Verizon agent, SCREENSHOT everything! They are not honest! They will give the impression that issues were resolved. DO NOT BELIEVE IT!! Make sure to take pictures of the conversation, especially if it’s going in your favor.
Your initial agent will fix it all. Once you request agent 1 for validation or question why your account doesn’t align with what they’re saying, the website will start malfunctioning (I video recorded two different chats of this happening). Your screen will start flashing, like it’s unable to load. After closing your browser and signing back into your account, your chat session will still be there. You’ll seemed relieved, but they just booted you to a different agent. Agent 2 will be worthless. Basically there to eat up time, hoping you’ll give up. They’ll spend an unnecessary amount of time reading over agent 1’s chat with you. Agent 2 will apologize because they are so short staffed. You’ll reluctantly empathize because “nobody wants to work” . You offer assistance by providing the exact time of agent 1 chat where resolution was promised. Agent 2 will not be able to confirm that agent 1 made any changes and offer to do it for you. When you hit send with your response, you’ll be immediately greeted by agent 3. This one will assure you that agent 1 had processed requests correctly and if not, re-process them correctly. You’ll ask agent 3 why agent 2 was oblivious to any requests. Unable to speak for agent 2, they’ll move on. They’ll ask you for the number, dates, phones, and all the details you have provided multiple times. Biting your tongue, you provide the redundant details. Then agent 4 enters the chat. Immediately claiming that they just reported the last 3 agents. This is when you let agent 4 know that you’ve been a loyal customer for decades and will not accept this.
I just took 5 hours of screenshots and videos of their deceptive behavior. I will be posting this on social media and hopefully update this post
This is far from the experience we want for you, and we're sorry to learn of the ordeal you experienced trying to receive account assistance. We value your feedback, and also want to make sure we do all we can to help turn this experience around. I'll be sending a Private Note shortly.
~Izzy
Funny thing.... I'm still in chat with an agent who has been UNRESPONSIVE for MORE THAN AN HOUR. Cannot screenshot due to "privacy"? The agent chat has was initiated almost 3 HOURS AGO. Nothing has been resolved. How does Verizon expect people to be available for completely wasting their entire day?
Aubrey722, we are sorry to read that this was your experience when working with us recently. We would love an opportunity to ensure your issues have been addressed. We will send you a Private Note to gather details about your specific situation and we look forward to working with you.
-Andi
Why do the Verizon agents ask you to keep the chat session and your browser open after the problem is resolved? My agent has told me it’s so he can document the account but it’s been 30 minutes already and I would think that the chat is automatically documented in the system.
Had a similar issue today, where I stated my issue, the first agent didn’t even log into my account but made me think they “looking up things” for an entire hour and then disconnected from the chat.
That happened twice. And I have over 100 screen shots of all 3 interactions that clearly show scripted responses (assumed, because they all said the same thing…).
we are switching service providers very very soon. Nothing but bad experiences with this company for the past few years and we have been customers for over a decade.
good luck to you!
We're sorry to read about the experience on our chat. We can help you with your concern. When did this happen? ~Peter
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