Customer Service Department

[ben576]

Your customer service department has to be the worst of any company. I’ve been on 6 different chats, hung up on twice and promised my issue would be resolved 4 times. You’re trying to charge me $631.64 after promising it wouldn’t be charged 4 times. I am beyond unsatisfied. I regret ever being a customer to Verizon.

[Sergeo]

I have the same issue with getting into contact with someone. I have been on hold and scheduled numerous call backs only to be hung up on without speaking to anyone. 3 hours later I am still on hold waiting for someone to get in contact with customer service. Absolutely horrible! My worst customer service experience yet!

[vzw_customer_support]

Your time is valuable,and we are definitely here for you. Please tell us, what's going on? ~Geo

[Andros5]

I completely agree! In October 2023 I turned off my service and moved to a new apartment. I signed up for at home wifi with Verizon and downloaded the “My Verizon”. Tell me why my old account is still attached to my account. I’ve spoken to representatives on 4 different occasions over the past 6 months and they each keep telling me to redownload the app! That’s not working! 

Also, since I can’t pay my bill online, because the app isn’t updating to my current account, I have to call-in to pay my bill each month, and either no one answers my call after an hour wait time, or no one replies to my messages on their so called “24/7” chat service!! This is the absolute worst customer service I’ve EVER encountered!! 

[vzw_customer_support]

Hello, Andros5. Help is here as you definitely deserve some answers and the ability to access your online account. I have sent you a Private Message for further assistance. 

-Natasha

[Sward81]

SAME. I switched from ATT since my husband used Verizon, but since then we’ve had nothing but trouble from Verizon. And since customer service is so absolutely awful, the problems (yes multiple) aren’t being solved.  First, they are claiming a phone my husband sent in as a trade in was broken when they got it. They say “evidence” shows it was broken when we sent it. Which is a flat out lie. Interestingly, they have provided no pics of their claim. I have been round and round with customer service about that, but now there is a $277 charge in my bill. Around the same time he sent that in, I had ordered a new phone for my son. It got lost with fedex. A month later I finally got a replacement. The agent I spoke with said repeatedly the phone was marked as lost and I wouldn’t be charged, but they did- $806 on my bill. So our total bill is $1288. I will be taking us all back to ATT if this isn’t fixed, so ridiculous. 

[vzw_customer_support]

@Sward81  wrote: SAME. I switched from ATT since my husband used Verizon, but since then we’ve had nothing but trouble from Verizon. And since customer service is so absolutely awful, the problems (yes multiple) aren’t being solved.  

We are concerned to learn about your ongoing experience and billing issues. We certainly want to take a closer look at your specific account details and investigate your concerns further. Please be on the lookout for a Private Message from us so that we can gather some additional account specific details from you and offer additional assistance. 

-Andi

[lilacsblooms]

I signed up this past February ported 4 lines from Tmobile. The promotion running at that time for a business was 25 off per line. The store clerk persuaded me to upgrade one of the phones, so I did for an extra 20 per month for that one line. Was told the credits would appear on my bill after a billing cycle or two I was told I would be paying around 120 a month for all 4 lines and the upgrade. Two months pass and no credits were added to my bills. I go into the store to correct only for them to call customer service. They say they fixed it and to wait a couple of billing cycles to pass to see the credits. ANOTHER 2 months pass and I'm still being charged double then what I had agreed to when I first signed up. I called myself this time to customer service only to be sent into an endless loop between business and customer service all to be told they cant help me. I eventually found someone who could and they said they fixed it and that I would be credited the funds of the extra I've been paying however once again I'm told the credit would reflect in a couple of billing cycles. Another 2 months pass and my bill goes up to a whopping 250 dollars. I decided to cut my losses and switched to Spectrum who at this time I've used their internet service for years with no issue. They use Verizons mobile network anyways with much better customer service. Got 4 lines for 90 bucks no contracts, they even bundled it with my internet and I will have a lower internet bill for 2 years before it goes back to what I was paying. However I'm still fighting with verizon to get my money back. This has been the worst customer service experience I've had. I've been hung up multiple times, their chats refuse to help me. 

[Rski6692]

Absolutely horrible!

[Rski6692]

After over 15 years I am going to close my account!

[vzw_customer_support]

We would hate to lose your preference after all these years, and we are always here to help. If you need assistance, let us know, and we'll be happy to help out.

~Freddy

[Riley0071]

The chat is terrible.  I started with a Verizon agent placing an order on Dec 5.  I was upgrading two phones.  One was supposed to be sent to Florida and the other to Montana.  Both phones were sent to Florida and now they told me I have to pay to send the other phone to Montana.  I have been on with chat for HOURS, I have also been on phone calls.  On all occasions I have been transferred around, and the call or chat ends with all resolved but it isn't.   The agent also removed subscriptions that I had already by upgrading my plan.  When I call in about this they gave me a $50 credit and told me to call back every 5 months to reactivate the credit.  I am so close to switching to another carrier right now.  I have been with Verizon for 22 years!  and I have 6 lines!  I know they probably do not care if I switch but I really can not stand for terrible customer service.

[shawnfultz1212]

I upgraded my phone in November. Verizon had a promotion to upgrade your phone and receive an Ipad and an apple watch "free". I have been a Verizon customer for 11 years. I talked with a sales agent on the phone. He sold me the bundle that I asked for, I thought, Until the end of the conversation. When it was time to pay the sales tax I was told an amount, I asked if that was the right amount because it seemed really low. He said it was, I questioned him again and he said I didn't have to pay sales tax on the ipad or the watch because they were free. Even though that didn't make sense to me I paid what he was telling me I needed to pay. I asked him what the amount of my bill would be in the future, he told me my bill had actually went down. Again I questioned him because I had to add a plan for the ipad and the watch according to the bundle deal. He told me that the bill would go down because the plan was cheaper. I again questioned him just to verify that my bill would decrease, he said yes it will congratulations. That was the end of that conversation. I immediately logged into my account online. I checked the order and it confirmed my suspicion, I was completely lied to. He sold me only the phone, I have no idea why he chose to do business in such a way. I simply wanted to accept a bundle package expecting the bill to slightly increase. I also immediately called back and explained my concern and canceled that order. From that point I considered to cancel my account and go with another company. I talked to someone in the loyalty department and explained my concerns. I decided I would try the bundle again but just do everything myself online. I completed the agreements paid the sales tax all very simply. I received the phone and ipad within a few business days but not the watch. I called and asked about the watch and was told they would check into the issue. They told me the issue was resolved. The watch never arrived. I chatted with a CS agent online. They "looked into" the issue. They apologized and assured me the issue was resolved and the watch would be shipped within two business days. The watch never arrived. I then chatted with someone online they sent me to another person who sent me to another person, who kept on hold for over 40 minutes. I actually fell asleep waiting, I only knew it was a 44 minute hold because the chat was timestamped. The message said the issue was resolved. I logged into my account the following morning and the issue had not in fact been resolved. I called the loyalty department and asked to speak to a supervisor, the agent gave me the usual run around assuring me they could meet my needs. I didn't agree and was placed on hold, the same agent came back on the line and said he was connecting me a supervisor, in the meantime could I give him some details to share. I knew he was only trying to keep me from being escalated to a supervisor. I gave him some details he said he could resolve my issues. He said he was looking into the issue while we waited for the supervisor. To make this really long story a little shorter, he said fedex shows the watched was delivered but verizon shows the watch never shipped and that was the issue. He said he would fix that, he placed me on hold. He came back on the line and said actually the order on the watch was cancelled by one of the 6 previous agents I talked to. He said due to this we will refund the money you paid in taxes and if I would like him to reorder the watch he would. He promised that I would be compensated for the hassle. I had to pay the taxes again for the watch and the previous taxes would be refunded within 3 business days. He has assured me the issue is now resolved. We will see within 2 business days if I receive the watch and the issue is resolved. What this guy fails to see is that he may have been able to ultimately resolve this issue, to be determined, is that the issue is the overall experience of simply upgrading my phone and agreeing to accept a bundle for a free watch and Ipad. This was by far the worst experience I have ever had with any business let alone a cell phone company and I had At&t for 10 years before Verizon, that says alot because they are bad. Verizon customer service needs a major overhaul. Also he never did connect me to that supervisor!

[Ashtonjg]

I am currently on hour 4 of being left on “hold” by some call center in India, the reason I say “hold is because I spent an hour listening to background music and getting passed around by three absolutely useless customer service representatives. The past three hours I have been listening to conversations and to them laughing at the fact that I’ve been stuck on hold for so long. This is completely unprofessional, we have held a business account with them since 2008 and I had attempted to get a home WiFi router which never arrived. I reached out and was told my plan got cancelled and I won’t be charged on two separate occasions, however now I’m getting sent a 212 dollar bill in the mail for a product and service I never received and has since been cancelled. This is absolutely horrible service and I will be cancelling any plans I have with Verizon. Any business who cares so little about their customers shouldn’t be open.

[vzw_customer_support]

Hi Ashtonjg,

I cannot apologize enough for your poor experience; we know how important it is to be able to get help when you need it, especially when it comes to servicing your business. We would like to escalate your issue to our Business team. I'll be sending you a Private Message shortly to collect a few extra details from you.

-Necia

[Erick7]

Summary of Unfair Treatment of Me, a LONG-Time Loyal Customer

I ordered a new iPhone 14 Pro Max 1TB in the early in 2023.  This was just before I learned that the iPhone 15 Pro Max was going to be released.  So---having learned about the iPhone 15---when I finally got the iPhone 14 via UPS, I did NOT open the box [as instructed] and I returned it to Verizon within 30 days of receiving it via UPS.  I have ALL of the documentation from UPS that describes ALL of the delivery of this phone to me and my return to Verizon in Fort Worth, Texas.

I have even followed Verizon’s instructions and taken ALL of these UPS documents to the retail Verizon store where I bought and showed it all to the assistant manager.  He called customer service at Verizon from the store and confirmed ALL of the UPS delivery documents that I had presented to him.  The Verizon customer service person on the phone agreed that this was proof enough and confirmed that I would be refunded ALL of my payments for this phone and that Verizon would stop charging me for this phone that was confirmed to have been returned to Verizon by UPS in Forth Worth, Texas.

But I have NEVER got any refunds.

And Verizon continues to charge me monthly for this phone.

I have paid over $900 for this phone through monthly payments.

Verizon says I still owe them $600 for this phone.

Isn’t it true that when someone steals $1,000 from you, it becomes a felony? 

Even though I returned it to them in the Spring of 2023 [and have shown them the documents to prove it].

I even bought a $100 Android phone from Best Buy to use until this case is resolved.  That was over a year ago.

Verizon customer service has established a clear pattern when I continue to call---

1.  Patiently listen to what I have to say about this case.

2A.  Promise that it has been resolved.  The call ends.  But then later the promised resolution is canceled by someone else.

OR

2B. Tell me that they need to do more research and that they will call me back after doing this research.  We set a date and time for this customer service person to call back.  But they never call back at the promised time [this happened 3 times].

3. So the next time I call, this process starts ALL over again with a DIFFERENT customer service person.

4. And this process goes on and on and on……………….meanwhile---they keep charging me AND they never refund me what they promised.

Here is a summary of the hardship caused in this case---

1.  I have spent over 14+ hours on the phone, at Verizon Stores, waiting by the phone for promised [by Verizon customer services representatives] “we will call you back” phone calls back to me that NEVER happened [over 3 TIMES].

2.  On THREE occasions, I been told by Verizon customer service representatives on the phone that this was Verizon’s error and Verizon was going to correct it by refunding ALL of my previously paid installments [including the 1-time set-up fee] and that there would be no future charges for this phone that I already returned.  This NEVER happened

3. Even though I precisely followed ALL Verizon customer service instructions and took ALL of my confirming documents in person to the original Verizon store in Greenville, NC where I purchased it and after the store manager called the Verizon customer service [while I sat by the phone]---and got a confirmation from the Verizon customer service representative [on the phone with us that day] that these documents did INDEED confirm what I have been saying and that all previous phone payments would be refunded and future charges removed, I am STILL being charged for this phone at $44.44 a month and I have NOT received ANY refund as of yet from Verizon for my previous payments.

4. And again---despite the fact that I have been a Verizon customer for over 20 years and have spent approximately $20,000 on company’s services, Verizon has treated me with INCREDIBLE disrespect AND has lied to me 3 times about calling me back.  And lied to me three times about this being resolved.

Should I contact the State Attorney General?  Should I contact a lawyer?  Are there consumer protection agencies?  Maybe find an investigative reporter who covers consumer fraud?

I don’t know what to do.

ALL advice would be MUCH appreciated INDEED!

[vzw_customer_support]

Oh, wow! Before anything, thanks for your loyalty to the company, Verizon truly values your business. We are shocked to see you in this position. Our goal is to aid you in the best way possible. We sent you a Private Message.

~Gilbert