Customer Service Complaint
GERGUE28
Newbie

How do I start a complaint about customer service actions?

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31 Replies
kathy65793
Master - Level 1

This is just a peer to peer group on here. This is their contact page

Contact Us | Verizon Wireless

If you want you could tell us what problem you are having with Verizon. Someone on here might have had the same problem and could tell you how they got it rectified

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copperfield99
Newbie

Privately owned Verizon store in my community of Arroyo Grande, Ca. is not mandating that their employees wear masks. Additionally, the MANAGER of the regional, privately owned stores actually waltzed right up to me within 2 feet of me, without a mask on, to work with me.

What the heck is going on - aren't we in a pandemic?

I want to file a major complaint against this store and have it get to corporate headquarters, otherwise, I will contact the media and alert my Facebook community, and my other digital communication modes, of this offense and this breach of public trust!!!!!

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vzw_customer_support
Customer Service Rep

Oh no! I am not happy to hear that you have a complaint Gergue28. We do appreciate your feedback and would love to make sure that we look into your concern. Can you tell me what happened? 

 

 

AmberF_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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tnote8
Enthusiast - Level 2

I have spent more time with Verizon "support" for the past 2 years than my own family. Good luck if you expect anyone to help you.

Even worse, they might cause you to lose your data. Be very careful if you have a problem involving data loss!

ANTSPR67
Enthusiast - Level 1

I had an issue with Verizon and asked to speak with a supervisor who then immediately began to at first speak to me in a very professional manner however upon me asking to speak to her superior she stated that she would forward my information to them and asked if my number would be my best contact which I stated yes then ask who will be the person I should expect to call me back and she stated JESUS. Felling it sort of strange I called back and asked to speak to another supervisor only to be told that she did include in her notes that she had forwarded my request to speak to another supervisor however neglected to mention she had informed me that his name was Jesus I asked the Verizon Representative did they think that was an appropriate way to address the situation and they stated probably not but she was probably trying to be sarcastic. Which then I asked so is this how your company extends service by making fun of other people's religious views and she stated no it was inappropriate and that they would possibly counsel her for it. After being a customer for more than 20 years I would expect better treatment.

FRESHBEGINNINGLLC
Enthusiast - Level 2

Verizon Customer Support is probably the worst I have ever dealt with.  Hands Down they are terrible...   It takes 4-5 people to answer a simple question or handle an issue.  It is never ever handled correctly unless you ask to be transferred 4-5 times.   This of course takes hours and hours of your day.  

glitchedpixel
Specialist - Level 1

That's a blatant exaggeration.

ANY contact with customer service only takes a long time to resolve if you aren't clear with the issue or if it isn't an actual simple question. Not saying bad reps don't exist, but it's not always their fault if they have to play mind reader with a customer or if their system is slow. Have you seen their equipment? It's horribly outdated.

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FRESHBEGINNINGLLC
Enthusiast - Level 2

Actually it is not an exageration at all.  I was on the phone for 1.5 hours yesterday against.  Granted more than  60 minutes was on hold.  Still no resolution.    Just transfers to 4 different people. .

rcschnoor
Legend

FRESHBEGINNINGLLC wrote:

Actually it is not an exageration at all. I was on the phone for 1.5 hours yesterday against. Granted more than 60 minutes was on hold. Still no resolution. Just transfers to 4 different people. .

For many, it would be an exageration. In my many years with Verizon, I have had a reason to call CS maybe 4-5 times. Each of the calls took no longer than 5-10 minutes(including hold time) and each of the reasons I called were taken care of during the call.

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vzw_customer_support
Customer Service Rep

Freshbeginningllc, we want to turn this experience around.  What specific issues were you having that you needed assistance with?  We are here for you to help.

Sean_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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FRESHBEGINNINGLLC
Enthusiast - Level 2

I am at the end with VZW.   Feel free to read your own records of my calls.  BTW I got a voice mail today.  When I called back they had no idea why they called or if I was experiencing a problem.

Sent from my Verizon, Samsung Galaxy smartphone

CHRSRO54
Enthusiast - Level 1

Verizon, I have a complaint. I don't think any of the people I talked to even cared. There was nothing they could do and I want to make sure if I cant get the help that you at least make sure your people are trained so they actually explain the promotions alot better then letting the person think their phone Is half off and if wanted to pay it off early, will have to pay the full amount of what's left instead of half like I understood when I got my phone. Because i also cant get my old phone back and that's not worth me giving up my old phone if the new one wasnt half price. I cant find any other number and I'm severely frustrated.

JOSGUA78
Enthusiast - Level 2

My son went abroad to Italy for 5 weeks. I signed him up for a minimal international plan on the Verizon Website. I received confirmation of the change and that I would be charged a total of $40 / month and he would receive a minimal amount of text, data and minutes. I was NEVER informed that this new plan would not kick in because he also had a travel pass assigned to his number. So instead of being charged $40, I was charged $270 for his first 27 days. After Chatting with someone for about an hour, I was offered a credit for $57.50. That was not acceptable because I believe the on-line registration for international travel was deceptive and misleading resulting in the excess charges. I then spoke with Lamont who agreed with me and assured me he was applying a credit to my account and would set a personal reminder to check back with me and make sure that nothing more was charged to my account. This sounded good. However, no credit was ever applied to my account and I had to contact Verizon a THIRD time to get this resolved. I think it is resolved now, but I've also invested about 2 hours of my time fixing something that was completely not my fault. 

This whole process to me seems deceptive and I have had to put in an undue amount of effort to fix an issue that I should not have and that would have resulted in me being inappropriately over-charged (and I am sure it is happening elsewhere). Since there is no where to actually complain to someone at Verizon, what I really want is someone senior in their customer service department to pull the call I had and all of my chat history and tell me what happened and why I needed to explain this issue three times to have it fixed.

Although I have low expectations of this happening.

rcschnoor
Legend

JOSGUA78 wrote:

My son went abroad to Italy for 5 weeks. I signed him up for a minimal international plan on the Verizon Website. I received confirmation of the change and that I would be charged a total of $40 / month and he would receive a minimal amount of text, data and minutes. I was NEVER informed that this new plan would not kick in because he also had a travel pass assigned to his number. So instead of being charged $40, I was charged $270 for his first 27 days.

You MAY want to reconsider trying to get this reversed IF your son used a substantial amount of data/texting/minutes. While the $40/month plan DOES allow you a minimal amount of text, data and minutes, it DOES NOT cut you off if you exceed those allowances. Instead, you will incur overages if you go over those allowances which could FAR exceed the $270 you ended up paying.

For example, your monthly allowance for data on that plan would be 100MB. Your data usage is not cut off at 100MB, though, and for every additional 100MB you would incur a $25 overage fee. If your son has used 1 GB throughout that 1st 27 days, you would have the $40 monthly charge PLUS $225 in data overage charges.

The monthly allowance for calling minutes for that plan is 100 minutes, which comes out to less than 4 minutes/day for those 27 days. The overage charge would be $1.79/minute. If your son spoke on the phone for just 8 minutes a day during those 27 days, you would have an overage charge of $207 tacked on to your $40 monthly charge.

The monthly allowance for texting for that plan is 100 sent texts. If you go over that allowance, it would be $0.50 for every sent text.

You should check your son's usage before you go further with trying to have this charge reversed. It could end up costing you MUCH more than the $270 you were initially charged.

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JOSGUA78
Enthusiast - Level 2

Thanks for your response, however you got it wrong and clearly did not listen to the recorded calls of my previous conversations with Verizon or re-read my chat session. IF Verizon processed the first transaction and put me on the international plan that I requested, I (as the person who pays the Verizon bill and is the only person who makes changes the account) would have received a notification that my son was exceeding his usage. I then would have spoken to him and changed his behavior. I was not given that opportunity because being on the Travel Pass plan, I received NO notifications, so I believed he was staying within his allotted usage.

Second, the issue I was raising was that I had this conversation with someone from Verizon (named Lamont) who seemed helpful and promised me he fixed this but didn't. I am upset that I was promised something was resolved by YOUR customer service group and he just didn't do it, no apologies, no explanation, nothing. And then I had to take time out of my day, wait on hold and explain the entire issue a THIRD time to finally get it resolved (I think). I say "I think" because you have lost all credibility with me.

I pay about $500 a month for your service and have been a customer for more than 20 years and I find this to be unacceptably bad service. So having you point out to me that it COULD have been worse instead of listening to the actual recorded conversations I had with Verizon and the promises YOUR team made to me is insulting and demonstrates a continued non-commitment to your customer.

rcschnoor
Legend

JOSGUA78 wrote:

Thanks for your response, however you got it wrong and clearly did not listen to the recorded calls of my previous conversations with Verizon or re-read my chat session.

No, I did not get it wrong. I do not have access to recorded calls of your previous conversations or chat sessions as I am simply another customer like you responding to your post on this public forum. I was simply pointing out the possibility of getting charges in excess of what you had already paid had you been on the monthly plan you had wanted.

JOSGUA78 wrote:

IF Verizon processed the first transaction and put me on the international plan that I requested, I (as the person who pays the Verizon bill and is the only person who makes changes the account) would have received a notification that my son was exceeding his usage. I then would have spoken to him and changed his behavior. I was not given that opportunity because being on the Travel Pass plan, I received NO notifications, so I believed he was staying within his allotted usage.

Furthermore, Verizon can only notify you of your son exceeding his usage IF Verizon receives notification from the international service provider within a reasonable time after he has done so. Reporting from the international carrier may not always be as quick as you would like and your son may have FAR exceeded his monthly allowance before Verizon has the chance to notify you of his doing so.

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JOSGUA78
Enthusiast - Level 2

I apologize. I thought you were a customer service rep from Verizon responding to my complaint and I certainly let my frustration show. I do appreciate your feedback. When I asked the Verizon rep how would I log a complaint they told me they didn't have any kind of President's line but just pointed me to this community board instead so I jumped to the conclusion that you were a representative getting back to me. Thanks for taking the time to provide me with your feedback, I am hoping that someone at Verizon cares enough to do the same. (otherwise I guess TMobile will happily pay me to switch Smiley Happy).

Have a good day.

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vzw_customer_support
Customer Service Rep

We are sorry about the experience you have had with our international services, JOSGUA78. We are happy to read that the correct adjustment was made on your account. This should not have taken three calls for us to fix, and we will be forwarding this information to our management staff as an opportunity to improve the experience for our customers. 

Pedro_VZW

Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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ADNMAL35
Enthusiast - Level 1

i want to make complaint about the sales person who miss guide the customer just to catch the sale? Please be aware with the miss selling representatives they could rip you off in minutes.

AIMLESSWOMAN
Enthusiast - Level 2

I paid over eighty dollars a month for a year and a half, unknowingly.  I am an older woman.  When I went in today for a new phone, I was not entitled to use my upgrade, and I was not entitled to a credit for the eighteen months when I could have paid 30 dollars less. My son was helping me, and spoke to a customer service agent for over an hour and a half.  He was endlessly told that there was no credit available, no recompense possible, no righting of this essential theft of me this multimillion-dollar company could offer to right this double billing, that the lowering of their rate was all my responsibility to apply.  I will call the FCC and my congressperson to check on the legality of this brand of scamming.

A supervisor named Brandon took the phone after an hour and a half, was rude, angry, and endlessly scolded me about notices and my responsibility, would not listen to me, but told me I would not let him talk, and hung up on me.

This supervisor should be retrained, fined or fired.