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I just spent hours on the phone and chat with Verizon customer service, trying to buy a new plan. I kept getting passed from one agent to the next, each one telling me that they couldn't help me. They passed me to the next person WITHOUT my permission, with no time to finish our conversation, and without passing along my verification details. So after being passed to the next person, I would have to start all over again.
This might make sense if I had a weird, convoluted issue but my issue is that I wanted to buy a particular plan. I stated my exact needs in my very first message each time. Each agent knew exactly what I needed from the beginning but still, they kept me on the line for sometimes 20 minutes before telling me that they couldn't help me. In one case, I think the agent hoped to sell me a more expensive plan, even though (like I said), I had told her exactly the plan I wanted. When I didn't buy, I was instantly transferred to the next person.
I have been considering moving to smaller companies but stayed with Verizon because I've had them for so many years. Now I'm going to actively search for a different carrier. It shouldn't be hard to buy a plan.
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We're terribly sorry for the issues you encountered JR114. We want to help in any way we can. Are you a new customer? Do you have an existing Verizon account? What plan did you want to get?
~Ivone