Over 2 months ago, I spent over 6 hours of my work day chatting online with Verizon support because the phone number for customer service forces you to use the chat feature and does not allow you to speak on the phone to a person. I went through troubleshooting for 2-3 hours FOUR SEPERATE TIMES because I kept being disconnected and had to start the process over again. I was told a diognostic would be run on my phone and I would receive a call back. I never did. For the past two weeks, I have been callin Verizon support and asurion support trying to get my phone service fixed. I had Apple run a diagnostic on my phone and confirm the carrier was the issue and not the device. I then spent another 9 hours over 3 separate days chatting with customer service, and eventually spoke to one of the outsourced workers with no technological knowledge. I spoke to the agent for 3 hours and she couldn’t resolve my issue, saying an advance technician would call me the next day at 6. I begged her to have them call me and help me, because when I had scheduled a call before, it routed me to the chat service where the process begins from scratch again. She promised I would receive a call with help. The next day I received a chat invite at 6 asking what the issue was. I connected with another outsource technician over the phone who I spoke to for another 2 hours and she did not help me at all. She promised an advanced technician would call me. I never received a call. I am trapped paying for a phone that does not work and I cannot get anyone to talk to me on the phone, much less fix my phone. This has been the worst customer service nightmare and has cost me hours of my time, I keep getting routed to the beginning of the chat service and I have spent months paying for phone service that doesn’t work. How do I get my phone fixed when they refuse to help me and I can’t report them to any sort of supervisor or hold them accountable? Someone please help me I just want my phone to work.
I explained that a regular agent would not be able to assist me, was told by Amber I would be connecting with a specialist, and was again directed to a chat with a random agent beginning the process again. I will be going to the store in person at my next availability to cancel my 11 years of service with Verizon.
If you have any kind of account problem, go to a Verizon store to get it resolved in person. I wasted HOURS on the phone with countless customer service reps trying to solve a billing problem that was Verizon's fault. At the store, the fix took 5 minutes.
Verizon's phone customer service is BROKEN. They create "tickets," but no one ever follows to solve a problem. Often, they make the problem worse. Verizon never admits that problems are their fault. They fail to do anything to compensate you or at least make you less angry.
I am SO ANGRY about time wasted and the way I was treated, as a longtime Verizon customer.