Verizon customer service and tech issues
SBV13579
Enthusiast - Level 1

Ongoing difficulty reaching live people at Verizon Fios, escalating calls, getting callbacks, and getting accurate, consistent information.

The Verizon website is not functional and user friendly. Many glitches, broken links, and a general lack of information that could be listed right up front to explain and provide definitions and instructions for a user-friendly and efficient website. Instead, it is complicated, lacks quality assurance on what works, and makes people have to call in for help - which is another waste of time. The Verizon app is no better and they haven't responded to or taken feedback for years. 

Verizon e-gift cards: very inconsistent info - and once received by the third party in multiple cards and multiple increments, they don't apply to account all at once to use towards auto pay / payment on accounts. It takes an extraordinary amount of  time and effort to figure out the website with all the broken links and steps to take that are buried with no instructions right there on the page. It also takes more time and effort to go back and apply monthly. The process to find out about e-gift cards, then receive multiple e-gift cards, with a confusing waiting period, and manually adding them to bill monthly with only one at a time allowed as the balance depletes zero requires months of time and attention depending on the amount of bill and amount of gift cards.

This all defeats the purpose of recruiting or retaining customers, and the convenience of auto pay.

Why can't Verizon make it easy on the customer and the company? They could verify the third party e-gift cards and apply them to account once customer is verified to save everyone so much time and effort to attempt to find out information and instructions.  Very frustrated and disappointed. 

Contact us doesn't allow for writing in, there is no email as I was told -- only a P.O. Box and customer service call center reps that don't know much, can't help, don't escalate, etc. Again, why does Verizon not do something with all the similar feedback they've received for years. This is a communications company and Verizon could do a much better job of being accessible, reliable, and interested in hearing and acting on known issues. 

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kh_jenn
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Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.

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