I need to file a complaint against Verizon and the agents who keep wasting my time. Since January 2024 my service has gone down. I did all the troubleshooting suggestions in the wiki/guide to no avail. I called Verizon and each agent I talked to insisted I need to trouble shoot with them again. They made mistakes on my account adding an additional account on my profile. How did that happen? The agent I spoke to sent 5G replacement equipment to the wrong address. Despite me calling them many times before hand to inform them that the tracking information shows that the equipment was being sent to the wrong address. An agent asked me to confirm my address and insisted that this was where the equipment was headed. A further delay in my internet service. The next agent I got in touch with got new 5G equipment sent out to me quickly (credit to that person) but then I had a lot of problems with activation. By then, weโre looking into the beginning of February. We got through that hurdle after multiple calls and hours of contact (at least 3 hours long for each cha). internet got sorted for a short while then it was out again. Last week Iโve had to contact them again because the issue resurrected itself. Again Iโm going through the same rigamarole of troubleshooting while on chat with specialist tech support. Eventually it was determined that the problem was in their end. The signal around my area had gone down so they needed to get that fixed. Fine and dandy. I can understand that and Iโm being patient about all this nonsense. Clearly my understanding took into account that thereโs only so much that can be done. The following day I had internet service. But 24 hours later it was gone. I reach out to them again, same lack of understanding and attending to what the customer is saying. I have tried the troubleshooting methods again etc. and itโs still not working, maybe the cell service has gone down again. (Iโm not an expert but if Iโve gone through all the suggestions as per the Verizon guide and nothing works, why is it so difficult to understand that maybe this is the point to start at.
I got transferred then this new agent keeps asking to repeat information 1) I had already provided in the chat with her 2) she already has but again customer service out the window. The lack of understanding and ability to simplify a frustrating process is a huge problem here. do? Verizon agents are too consumed with their own egos than customer needs. The lack of understanding shocks me and the tactics used is disgusting. Iโm abbreviating everything that I have experienced over the past few months. Is shambolic and this time I need to log a formal complaint where I can go into greater details about my encounters with customer service agents through the chat option.
Oh, no! Antoinette4, dealing with service issues can be frustrating, especially if you have been dealing with them for a while. Verizon is here to help.
Please tell us more, what exactly is going on? When did the issue start? What recent changes have you made? Who else is experiencing this problem?
~Gilbert
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