Brand new customer treated like garbage trying to pay my bill
JFerrante23
Newbie

I am brand new to Verizon. I use to be with Verizon but left due to terrible Customer Service. I decided to go back after 8 years with another company. I set up for auto pay upon re-joining Verizon. I mis-keyed my account when I set it up. The payment said it went through and then I was sent a text that my payment didn't go through. I tried to reach out to someone and was directed to a digital assistant. They made it very difficult for me to pay my bill. After an hour or maybe two with no resolution I decided to try and handle the situation myself. I re-entered the account info seeing what my error was. Payment went through!!! Relief set in that I would never have to deal with that again. than that payment was not accepted because I was made a cash customer for 6 months due to the key stroke error I made when originally setting up the account. That is when the fun started. I decided to try scheduling a phone call. My time slot is from 8am until 830am. 8am on the dot my phone rings. I spend 30 minutes listing to hold music with no-one on the other end. I take a screen shot and hang up. Maybe 5 mins later same thing. Phone rings and after a few minutes someone is ultimately on the other end. Tywanna says there is no manager to get on the call and can do nothing for me because I am cash only. She gives me her name and says she has no id # for me to reference. Ugh. I say I really just want to pay you for the services I signed up for. All of a sudden her manager Tiffany becomes available. I explain again and say I want to pay you and miskeyed my Autopay. I am now 2+hours on the phone. Transfer to Aaron. Explain everything again. Sorry Jon I can get this taken care of. We go over the account # on file. He says let me try the account on file. Presto my bill is paid. 100% its taken care of. You have a good # on file. I ask if my Autopay is good to go? Nope your cash only. Meanwhile a text comes through for a $7 fee for making a payment. he says I can get this taken care of. Back on hold while he is suppose to be contacting someone. He hangs up and no call back. I know they have my number...At this point just today 3 1/2+ hours no resolution.

Go to the Verizon store on Jefferson Rd. Rochester. 45mins to be told "Sorry Guy." Call this number. Its the generic 800 number which leads me back to the digital assistant which ultimately gets me the financial #. 15 mins

Call financial #. 45mins on hold transferred around nothing resolved 1 hour 5 mins

Call back - bounced around. 1st person very apologetic as she sees I am a new customer of less than a month. Transfers made they hang up on me 1 hour 24minutes

Call back - this time I am on the phone for 1 hour and 34 minutes. Mostly on hold. at one point the women helping me who is confident she can get this resolved comes back from placing me on hold. I say hi. She says sorry to put you on hold again. No problem I say. She says something that I don't make out due to the heavy accent. I say can you repeat that please. Oh you can't hear me. She puts me back on hold until I ultimately hang up at 7:06pm.

 

to sum it up I spent close to ten hours trying to fix something and was treated like garbage. If that is how new customers are treated I can't even imagine how long time customers get treated. Glad I have this forum to vent because I know that no one wants to help me. I had to plead with 8 or 9 different people "Please let me pay you!" Its unbeilievable. Hung up on multiple times with no call back. Good job Verizon. 

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4 Replies
Tigerstep
Specialist - Level 3

Yikes..that is way too excessive. 

Verizon's security is pretty awful once something is flagged and it's not a legitimate fraud issue. Only one that can remove cash only status is a supervisor in financial services. 

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JFerrante23
Newbie

well... should I post another post or is there a way to get in touch with a supervisor in financial services

 

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Ann154
Community Leader
Community Leader

The number for financial services is 866-266-1445, but they are also closed on Sundays and they might be closed on Labor Day.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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JFerrante23
Newbie

thanks. It seems to be impossible to get a hold of them. I stayed very polite as it is not the associates fault.

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