Hi there,
I'm looking for some guidance here. I would like to lodge a formal complaint on the terrible customer service I received today with a Verizon supervisor.
When I purchased my new phones in March 2024, I was upsold the Verizon Hot Spot to "use as home wifi". The rep was confident this would work so well it would replace our spectrum wifi. After several attempts and many calls to Verizon tech service, the hot spot never worked properly in my home. I returned to a local Verizon store and was told I would get a refund for the set up fee and they would cancel the hotspot plan. Months later, I realized I am still being charged for this monthly fee. In addition, I was never refunded the $88.70 set up fee. I spoke to a sweet Verizon rep for over an hour while she tried to figure out why the store never processed the refund, nor did they ever cancel the monthly charge. She explained that there was a 90 day refund policy and since we are 5 months from the time of purchase she would only be able to process the last 3 months of charges. She would not be able to refund the set up fee. This seems quite unfair to me, so after an hour of trying to work it out, she finally connected me to a supervisor. Michael was rude from the get go. He was dismissive, condescending and provided the worst customer service I have received ever. As a supervisor, I was extremely disappointed in his lack of problem resolution. After speaking with him for a few minutes he told me it was my fault for not double checking that Verizon had refunded me. It was my fault that I didn't check the auto -payment withdrawal. He has a point, we should all be on top of this, however, it was conveyed extremely rude by Michael. I am unclear how he is in the position he is in. I asked to speak to his supervisor, to which he said "there was nobody else above him" and that it's too bad, I should just accept what he is telling me". I told him I thought his customer service was terrible, to which he then replied,
"you're such a b+tch and now I'm hanging up on you". WOW! I was truly shocked at how unprofessional this supervisor was and that Verizon has someone of such poor demeanor representing them. I'm looking for help on how I escalate this complaint. The website does not make it easy to file a formal complaint. Any recommendations or tips on how to proceed would be welcome. Thank you in advance.
@shawniejo wrote: Hi there, I'm looking for some guidance here. I would li ke to lodge a formal complaint on the terrible customer service I received today with a Verizon supervisor.
shawniejo, that is distressing to hear, and reading what you shared I see why you reached out. For sure that's something we can look into together. As part of that, I've sent a Private Message, so I can get some more details.
-John
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