Covid-19

[Ashleigh2103]

I hope Verizon will be working out a plan for families in need of help during this national time of crisis. Sprint has already developed a way to help its customers, so I hope our carrier will consider helping it’s customers out as well. Some families are going to be struggling due to having to stay home with children, Or extra costs in daycare, or not even being able to work. So, income will be lower and times will be more difficult until the ban is lifted. That being said, God bless everyone and stay strong! 

[DrBubba72]

I asked this before and got no response, so I'll try again:

I've read the FAQ about Covid, but it's *very* unclear about the specifics.

I work in a Farmer's Market and my job is basically GONE until June, maybe even July.  With the way the info in the FAQ is worded, it sounds like you're not going to cut off my cell service or charge me late fees, but that you're still going to charge me monthly fees?  So when/if I get my job back, are you saying I'll still have a multi-hundred dollar bill I have to pay off?

[vzw_customer_support]

We understand that everyone is going through a tough situation and it is imperative to keep your service going through this tough time. The monthly charge will continue. We assure you our customers are always first in our minds, and we'll definitely monitor the situation and make changes as necessary. At this time we are not charging any late fees or will not be interrupting service through May 13, 2020. For more information about our efforts to keep you connected use the link: http://spr.ly/66091aZvz

RachelM_VZW

[aidalynybaja]

So if we sign up for the Covid19 form, our bill will still continue to accumulate until May or until we can get our job back? That means our bill on May will be double. 

[vzw_customer_support]

We do want to make sure that we set up a correct expectation regarding your bill. With the relief option for you payments, your service will not be disconnected but your monthly bill will generate normally. We would recommend if possible, to make a partial payment.

AlfredoL_VZW

[brvzgal]

What about pre-paid accounts.  We pay you as well.  No payment options for us?

[vzw_customer_support]

We will be glad to go over the offers that qualify for your Prepaid account. To authenticate your account please review the following and then click the link after "Authenticate here":

If you use Messenger or Direct Message to chat with Verizon, your questions and our responses may include info about your account, including Customer Proprietary Network Information (“CPNI”), which is visible to Facebook/Twitter and may be used for their own purposes per their privacy policies (http://spr.ly/660812BBo / http://spr.ly/660912BBU).  

CPNI is info available to Verizon solely by virtue of our relationship with you that relates to the type, quantity, destination, technical configuration, location, and amount of use of the telecommunications and interconnected VoIP services you purchase from us, and related billing info.

Verizon protects your info and does not share info that identifies you personally outside of Verizon except with your consent and as otherwise disclosed in our privacy policy: http://spr.ly/660012BBq.  Your choice here does not affect your Verizon services.

By clicking the link to continue, you agree to allow us to share your info, including CPNI, as described above.  To stop sharing info including CPNI, stop using Messenger and Direct Message to chat with us. Contact Facebook and Twitter about your rights, if any, to delete info that was previously shared.

Authenticate here: http://spr.ly/660112BBS.

AngelG_VZW

[Kaleyanne]

I even called a verizon rep that told me I wouldn't get my phone shut off. Would you know, my phone is.shut off. I feel that it's In poor taste that your service reps give false information. Please help.

[rshonda20]

So, I am at home recovering from a fall a few days ago, and instead of going to the hospital (because of the virus) I have been monitoring myself at home and calling my family to keep them updated (we live in separate cities). Well to much as to my surprise, this morning I couldn't make any phone calls because my service has been interrupted (no 24hrs warning like I would normally receive, but anywho). So I schedule online to pay my entire balance for the 30th, and finally reached someone via messenger, and even requested an extension due to the COVID crisis. I was assured my service would be reconnected and I would be put on hold for any interruptions until 6/19. Considering I had every intention (payment to be drafted on April 30), I went to rest. When I woke up, my phone was still off. So I went through the same avenue of contacting support, but the "system" was acting funny. Finally around 9:30, I got in contact with someone WHOM was completely oblivious and cold to what I was asking. They told me I need to pay my balance. I told them I had already spoken with someone, I just want to know when services would be restored. The person (who didn't give his name) then told me to call financial services. I then said I've already spoke with someone today, and was assured  my service would be restored due to covid.

Because how the person was communicating (cold) I asked to actually speak to a person, and not computer. And proceeds to say "...We are going in a circular path that ends to no where. If you need the services to be restored call 866-266-1445. Take care and have a healthy time. Goodbye!"

I then sent him the confirmation message I received, and then he replied "Sure! Goodbye!"

I called the number, but guess what I got "A COMPUTER!!" 

I understand during this time of frustration, and uncertainty people are impatient and scared and such, but I have been a customer for years, and this is the first time anyone has ever dismissed me as such. All I wanted to know if there was reassurance that I was going to be taken care of. I have never stolen anything from Verizon and its sad that it even got to here. 

This one moment has led me to cancel my service as soon as this bill is paid and go with another company. I appreciate the "true colors" being shown.

[vzw_customer_support]

rshonda20, it is extremely important to us that you stay safe during this time, and we want to make sure you can use your services in this time of need. I will be sending you a Private Note regarding this situation.   EricaG_VZW

[Lagordybebe]

I know first hand that they are still suspending accounts, yesterday none of my lines were able to make calls. My call was rerouted to financial services and stated that a minimum payment was due now to be reconnected. I kept trying to get a live representative but to no avail wasn't able to. I felt desperate to be able to call my elderly mother to make sure she was alright and didn't need me to leave anything at her door step during this pandemic ordeal, I ended up overdrawing my bank account just so i could get my account reconnected and when i did the computer robot informed me that i would be charged $20 for each line to be reconnected. THANKS VERIZON FOR STICKING TO YOUR WORD AND LIKE ALWAYS HAVING THE FINE PRINT AT THE BOTTOM

[vzw_customer_support]

Sorry to hear about the account being involuntarily suspended, Lagordybebe. I know that this is a difficult time for all right now and I'm happy to help out. To clarify, did you have a payment arrangement in place? If not, a promise to pay payment arrangement is still necessary to avoid service interuption. We definitely want to make sure that you have enough time to pay your bill. See the "short form" link under #1 of the "Important policy information and special offers" section for more details: https://www.verizonwireless.com/support/covid-19-faqs/ Does this clarify? 

RyanM_VZW

[hoagybear1946]

I am so sorry but we have not received any monies yet from the govt. As soon as we do we will be able to pay our bill. Please understand.

[vzw_customer_support]

hoagybear1946 We understand times are very hard right now. Please complete the form.

Due to the current pandemic, we’re helping you save time with self serve options. Protect your account until May 13th from late fees and payments in order to avoid interruption to your services using this easy short form found in question 1 (Important Policy Information and Special Offers) here:  https://www.verizonwireless.com/support/covid-19-faqs/.

You can also make a payment arrangement at https://m.vzw.com/m/paymentarrangement. Need to change your plan visit: https://m.vzw.com/m/huQP or add or remove features here:  https://m.vzw.com/m/huRe. Do everything from the convenience of your phone.

DoloresK_VZW

[Watts2016]

Exactly!!! Verizon terrible when it comes to taking care of their customers. It's all about the money. My hours have been cut due to the pandemic and my husband is out of work. I have 2 kids as well. I pay $400.00 or more a month on Verizon services. Only thing they want to do is wave a late fee. Well good Lord.......how kind of yall. Why don't you REALLY help your loyal customers that do their part and pay on time every month. More than just wave a stupid late fee. All these companies out here giving discounts anf helping their customers and Verizon wants to wave a late fee. Gee thanks!

[vzw_customer_support]

Rest assured, we want to help do our part during this pandemic. You can see all that Verizon Wireless has done and will continue to do using the following link:https://www.verizon.com/about/news/our-response-coronavirus EstevanC_VZW

[Abravo414]

I was enrolled in the “stay connected” payment plan when I never signed up for it. I      paid my bill in full on 8/7 and spoke with a representative on 8/8 who said I was no longer enrolled and my new bill would be updated not showing a deferred balance. Well I received my new bill today and sure enough I am still enrolled in the plan and it says my deferred balance wasn’t paid. So Verizon where exactly did my payment go to?? I have been a customer for years and honestly I am quite disgusted that I was enrolled in something I never requested or agreed to! Plus the fact that your customer service agents are giving misinformation! I will definitely be looking for another carrier.

[vzw_customer_support]

Hello, we can investigate this for you. Please send us a Private Note to proceed.