Verizon Refuse to Give Promise Credit

[AugustRose]

I want to start office saying that verizon has provided me with horrible customer service since I've been a customer and I regret becoming a returning customer because I had this issue over 10 years ago with my home service. If my situation isn't rectified, I plan to leave because I am sick of verizons' customer service. I have had issues with my account since the inception of my service.

My current issue is as follows:

●12/10/24 @ 6:16pm I called and spoke to representative Ameya Vivek/Supervisor regarding my bill

● After 1 hour 30 minutes, I was promised $563 dollars in credits 

● I was promised an inconvenience credit to be determined 

● I was told to call back on 12/16/25

●The credit was not applied to my account by the date of 12/16/25 

●12/24/24 @ 12:33pm I spoke to a representative regarding my credit

●After a total of 1 hour, 9 min I was told I would receive $180 inconvenience fee that was requested and determined (determined 12/24/24 @1pm) 

●12/27/24 @ 10:31am spoke to Supervisor "Paul" regarding my phone being disconnected

●After 2 hours and 30 minutes, I was promised the $563 dollars in credits and $180 in inconvenience fee would be applied to my account in two days

● Paul reconnected my service for 2 days

● Paul escalated my credit issue of $563 and $180 to be applied in two days

● Paul applied a credit for reconnection fee of $100

● Paul removed the protection plans for all lines and left just 1 line connected

● Paul suspended khiersten line ending in ****

● Paul removed Disney Plus, which was supposed to be taken off

● Paul gave an additional $100 for the call inconvenience 

● Paul removed number sharing

● Paul reduced all plans, but my two phones (could not apply)

● PAUL stated my new bill would be $291 for January 2025 

●1/3/25 @ starting at 8:35am and ending 2:28pm, I spoke to several representatives Niomi, Andrea B., Avon, who later transferred me to the customer loyalty department

● after a total of 6 hours, I ended my call with Mareen

● I spoke to Mareen from the customer service loyalty department, who stated she 

sent a message to Rep Vivek about my credit of $563 and $180 to acknowledge and for him to call me. He never called me. 

● Mareen set up payment arrangements for $892.02 to be paid on 1/18/25 to get service reconnected while the issue was being resolved 

● It was not put on autopay. It was just to allow the adjustment credit to apply to the account 

● 1/15/25 @ 12:54pm I spoke the most rude supervisor I ever met, Sonia

● After 1 hour 35min I was told I wasn't getting anything and that all of the previous representatives need to be retrained!

● Sonia basically told me that regardless of whether several representatives promised me the credit determined by the Verizon representative Vivek, I would simply not be getting anything. 

● She felt comfortable making me pay for numerous staff errors. 

Complaint:

■ Verizon customer service is horrible!

■ Staff gave false information numerous times, mislead me on numerous occasions, and wasted countless hours of my time and energy to have me bear the penalty of their errors!

■ I never received a call back from any representative who promised a call

Demand

☆The promised credit be applied to my account ($563 and $180) immediately

☆The numerous staff members who misinformed me be retrained, including the supervisor Sonia

☆An apology for my inconvenience in time and stress

☆Every call since 12/10/24 to be reviewed for quality assurance and the misinformation provided.

The following are the Dates/Times and lengths of each of the calls made to Verizon about this credit: 

1. 12/10/24 @6:16pm 1 hour 31min

2. 12/10/24 @ 7:48pm 3min 45sec

3. 12/24/24 @ 12:33pm 39min 53sec

4. 12/24/24 @ 1:14pm 29min 55sec

5. 12/26/24 @ 5:49pm 6min 6sec

6. 12/27/24 @ 10:31am 6min 21sec

7. 12/27/24 @ 11:22am 2min 55sec

8. 12/27/24 @ 11:26 am 2min 57sec

9. 12/27/24 @ 11:56am 2hours 10min 19sec

10. 1/2/25 @ 8:46am 1hour 1min 21sec

11. 1/2/25 @ 9:49am 43min 8sec

12. 1/2/25 @ 2:49pm 31min 25sec

13. 1/3/25 @ 8:35am 1 hour 51min 59sec

14. 1/3/25 @ 10:38am 1 hour 58sec

15. 1/3/25 @ 11:40am 2hours 45min 39sec

16. 1/3/25 @ 2:28pm 2min 27sec

17. 1/15/25 @ 12:54pm 1hour 35min 39sec

18. 1/16/25 @ 5:14pm 18min 22sec

 Total Hours: 14.90 hours of calls

[vzw_customer_support]

Hello, AugustRose, thanks for reaching out regarding your account and your most recent experience with Customer Service. We certainly don't want you to have to reach out multiple times for the same issue and would like to help bring this matter to a close for you. So we can better assist, we will be reaching out via Private Message.

-Lauren

[Stephen17]

Something similar happened to me and I am still trying to get my inconvenience credit. Did they ever give you the credits?

[vzw_customer_support]

Thank you for reaching out to us on this platform. To better assist you, please tell us a little more. When did it happen? What was the situation?

~Maria