Hey there, @Anonymous , or whomever fields these comments.
My spouse and I have had an account in excellent standing for over a decade, and have paid the premium price for what we assumed was the premium mobile carrier. We always carried top-tier insurance/coverage; and the few times we've had to use it, it has worked as expected. That is no longer the case, and I have spent approximately 4-5 hours (you can look at the call logs) over multiple days and haven't had so much as a hint of resolution.
I was scheduled to receive a call from Verizon customer service today, was sent a text reminder half an hour before, and an hour later there was still no call. I spent more time on with service to understand what went wrong, and again no resolution other than more "forms" have been submitted.
I have been told there is no longer a Customer Retention department, but boy would I love to speak with them. Every hour spent away from my desk at work so I can try to resolve an issue that began with an error on Verizon's end leaves me increasingly questioning how I can possibly continue to keep paying hundreds of dollars a month for this "service".
#customerservice #customerretention #verizon
It's our priority that all your concerns are clarified and we are here to help. Could you please provide us with more details about your current concern? ~Geo
Geo,
There is the primary issue of my device needing replacement due to damage, which was initiated late in April. Apparently we were being billed for two forms of insurance; Mobile Protection (we've always had this, or the previous equivalent), and the apparently completely useless Mobile Secure. When I called to initiate a claim, Assurian could only see Mobile Secure even though I have been paying for Protect. When Verizon attempted to remedy the redundant coverage situation, some genius decided to completely cancel ALL of our coverage making the difficult scenario exponentially worse.
The secondary issue, though perhaps of more importance, is the total lack of resolution on behalf of Verizon customer service. I have spent so much time speaking to representatives, only to have these hours long conversations end each time with "I've submitted a form, someone will be in touch". As I mentioned previously, a callback was scheduled last week, so I stepped away from work to make myself available only to wait for nearly an hour for a call (confirmed by Verizon via text message 30 minutes before) that never took place. The total lack of resolution, and the complete and astounding waste of my time is entirely unacceptable considering we've carried the correct coverage all along.
Feel free to send me a link to a DM, or an email, and I will provide acct details to verify this lunacy. Until then, I'll keep picking glass shards out of my pocket and telling everyone I know about this customer service nightmare.
Thank you so much for the details you have provided about your situation. I will send you a DM so that we can take a closer look at your account.
~Ivone
Im currently experiencing the same issue with a phone or i never received but am being charged for
We want to help you with your concern regarding the charges on your account. Was this an online purchase? When did you order it? ~Peter
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