Escalation Team
Sculbert
Enthusiast - Level 2

I've chatted,  called, opened a customer support ticket and nothing is working.  I can't get even a tier 2 technical representative to call me back. I need a supervisor to CALL me back. I've had Verizon for YEARS and can't belive this nonsense with customer service.  How do I reach an Escalation Team. 

16 Replies
kellylthomas
Newbie

I have tried to get someone to resolve my issues, but have yet to get someone.  By the looks of things, I should have came here first and read the comments before I switched over.  

When I switched over, the associate (called in verizon and set up over the phone) told me I would get $1,700 in verizon gift cards.  It took us over an hour and a half to get it all set up.  I specifically asked if service would be interrupted and was told it would not.  Well, it did.  So, I called verizon customer service and was on the phone- honest to God, over 2 hours and it still did not work.  The next day, I went to a verizon store and we were able to get two of the phones working.  I called and chatted trying to get the other two to work.  Again, I was on the phone and chat for a total of FOUR HOURS that day.  I went into another verizon store to get it to work and we were able to do so.  The associated told me to make sure I fill out the stuff to get the rebates- which, this was the first I heard of having to fill out something to get the gift cards.  I finally received $1,200, so where is the other $500?

Additionally, you guys always say calls and chats are recorded for quality assistance.  Well, I would strongly suggest you guys listen and read ALLL of my communications.  It was such a mess.  On the chat, I would ask like two questions at a time.  They would reply to one of the questions, so I would ask what about the other question and then they would answer it.  It finally got to a point where I asked the associate on the chat if she was answering a few people at a time because her response time was awful.  I asked her to please focus on me so we can get it over with and she could move on to the next.  The phone calls were not much better.  Actually, they were all equally awful- except for one call where I spoke to maybe a Debra.  She had to connect a three-way call to someone in a different department in verizon and she was getting equally annoyed with that "support"  person. 

I would like for someone to call me.  I'm very concerned about changing over to verizon and thinking we should go back to our previous carrier.   

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vzw_customer_support
Customer Service Rep

@kellylthomas ,

Thanks for sharing so many details about your porting experience. Apologies that the rep you had worked with did not explain enough, but when your service transfers between one carrier to another there is going to be a period of time where your service works with the old carrier and you have partial service on the new one - how long that takes depends on how long it takes for the old carrier to release your number, and if your device with the old carrier is powered off or not. As for your rebates, thank you for confirming that you have claimed one for each qualifying line at https://www.yourdigitalrebatecenter.com/#!/ . Just like the tracking number that was provided to you for each individual line, you'd need to use the tracking number to check the status of the remaining line you are still waiting for, as that's going to give you the information you are looking for. Does that help make sense?

-Russell

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TryDoIngTheRightThing

I didn’t know where else to turn. I found this message addressed to the Escalation Team on August 14, 2021, and since my struggle is similar, I’m trying this avenue. I have been ignored when scheduling a call back, and I was in a chat for over an hour- most of that time waiting for the an agent to respond. Then I received a message that technical issues disrupted the chat. I’ve tried phoning and get stuck in an automated system that promises a call back that never comes. This is horrible customer service. I need a supervisor! 

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souly
Newbie

https://www.verizon.com/about/our-company/executive-bios

Although this is older reference, some executives may still be in these positions.

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vzw_customer_support
Customer Service Rep

We understand how important it is to have a resolution to your problems as soon as possible. Can you please provide us with more information as to what exactly is going on? How can we assist you?

*Ellisandra

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I need help with my rebate to get valid. My lines where disconnected by the fraud protection team for activity going on my account. I contacted them to verify it was me. Some how my rebate was processed and came back invalid. Because the lines was disconnected. I really need help to get this issue resolved.

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vzw_customer_support
Customer Service Rep

@TweetyTweet1981 ,

Thank you for reaching out to us here on our community forums. Keeping your lines qualified for a rebate is important, and any disconnection or service interruption can affect that. There's much more that we'd need to know about on this, including how long ago this had happened, as that will affect what options are available. Please send us a Private Note so we can proceed.

-Russell

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It just happened. The fraud prevention team disconnected my lines for what they think was going on my account. But they was wrong that caused my rebate to be invalid.

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vzw_customer_support
Customer Service Rep

Thanks for the reply. I will be sending you a Private Note. Please respond to that message for further communication. Thank you. 

-Kevin

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Where is the private note? I need this issue resolved 

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Stuchmann1
Newbie

I have had a horrific experience I have been waiting 6 weeks for my phones so I was told to order a iPhone 13 pro 256 because it was in stock  now this is my second set of phones the agent ordered me the first set incorrect.  So the customer service rep was supposed to split out my order and did not like they said they would and so now I paid extra for a phone I am not going to receive until Feb 4  I don’t understand why they just can’t send me the phone that is in stock and I asked to speak to a manager and there is not a manager and you can’t ever get in touch with Verizon 

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vzw_customer_support
Customer Service Rep

Hello Sculbert! We're sorry to read that you're having issues with your account. We're happy to help in any way we can. Please tell us more about the situation. We'll be standing by.  ~Aaron

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Sculbert
Enthusiast - Level 2

Can you send me a message? What department are you with?

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Doggo
Contributor - Level 3

Customers service *is* the "escalation team".

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vzw_customer_support
Customer Service Rep

Doggo we are here to help you on this forum. We have sent you a Private Message right here on this platform. -Dolores

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Sculbert
Enthusiast - Level 2

I did not receive a message