Resoulution
tondakip68
Enthusiast - Level 3

I believe it's time to come to the realization Verizon, no matter how long you stayed with them, how you were loyal, and  you did not switch carriers for over 10 years. They just do not care. We as customers being loyal wanted to believe this has to mean something to Verizon? Especially when we reach out for support. I never had real big issues until this nightmare pandemic hit us all. I'm not trying to use Covid as a copout. I do not understand how Verizon puts themselves out there saying they are here for their customers? Why??? Because their actions prove otherwise. As I had said I never really had issues and now I am I have been doing research about them,  they gave 86 percent one star reviews on complaint sites, there are customers saying they have been loyal for years, there are customers repeating not getting help during hard times, even after the CEO said Verizon is here to help. Several complaints about Financial services not working with them. Several complaints about the financial services reps barely speaking english ( the reason for this I discovered  Verizon outsources these jobs to the Philippines). Issues asking to speak with a supervisor and being told no.  Request for help on being overcharged. I can go on and on. It's just to long to get through all of them. You seek help from Executive office, most consumers do this when they feel they are getting no where with the other reps. Never had I or  anyone I ask, has ever been told about an executive office telling you sorry our department is not helping you and we encourage you to keep trying to work it out. Because you have excessively asked our office for help. Going forward if you send our office additional replies they will not be answered. We have to use our time to help other customers? Anyone I share this with is in disbelief that a business as huge as Verizon would treat their customers this way. I was feeling the same way, until I got on and seen I am just one of the thousands dealing with Verizon not caring. I will say fine you didn't want to help me anymore with your rude Financial Services office. I will accept that. I don't accept since November 2020 I have asked for two lines to be removed, never addressed by anyone. Except when they told me because device was owed on I can't remove it until its paid off( found out this was not true). Today May 17th their social media site finally removes the two lines. Yes I am happy finally they did, it only took 7 months asking. Big shocker they are not offering anything for the fact I wanted these off for over six months, Verizon continue to make me pay for them. I get from The social media reps, we are so sorry, I do not blame you for being upset, Verizon cares and want you to know we value you as a customer. Even in here someone replied to my complaint and wanted to talk to me and said please respond back in private message and I did, still no reply back. Then I see on forums others complaining went through exact same thing. Bottom line as much as Verizon tries to put it out there they value us as customers, their actions prove them wrong. 

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15 Replies
Tigerstep
Specialist - Level 3

Use spaces, I'm not hurting my eyes to attempt to read that giant block of text.

 

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tondakip68
Enthusiast - Level 3

Do not understand what you mean by use spaces, all my words have spaces in them.  Don't  expect a hand out. I wanted two lines off my account. I requested in Nov, Dec, Jan, Feb, March, April and up to May 17th, when finally a rep in social media department removed them. Verizon suspends our service when we do not pay, what do we get to do when they owe us money and refuse to pay?  What does  being grand fathered in have to do with this? We have to be grand fathered in to be treated with respect?  I am questioning why Verizon continued to make me pay on two lines no longer used?  My other complaint being a loyal customer for x amount of years, consumers want to be treated with respect. Instead of being ignored. If you take the time to read the complaints on here or other Verizon customer reviews forums, Consumers are crying out. Verizon customer service is a thing of the past. Verizon was at 86 percent negative reviews five days ago, now at 87 percent. Isn't it  ironic customer complaints are identical, year after year. The only difference  they are not being posted by the same consumer.

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acraftylady2
Specialist - Level 2

In English class they taught us to use paragraphs when writing lengthy stuff.  Breaks it up and is easier on the eyes.

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tondakip68
Enthusiast - Level 3

Last I knew this was a forum for help with complaints and not an English class. Yes I know what paragraphs are. When your frustrated and mad, your not real concerned with perfect letter writing etiquette at the time. If the post bothers anyone's eyes?  Simple Solution do not read it.

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acraftylady2
Specialist - Level 2

Just don't expect anyone is going to read it like that.

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tondakip68
Enthusiast - Level 3

Thank you, I respect your advice, and will take it into consideration for future post. I am fine if no one reads my concerns. It is my personal gratification to vent about my problems with Verizon. I am new to this, and up until now never had big issues with my service. In my quest for help, I have grown accustomed to being ignored when Verizon is involved.

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acraftylady2
Specialist - Level 2

Don't get why verizon wouldn't cancel the lines, did you leave some info out?  There is no reason they should make you pay for that long on two lines you want to cancel.  We're the phones fully  payed off?  

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tondakip68
Enthusiast - Level 3

Thank you, and I apologize for being rude. My frustration with Verizon has turned me into a person I don't like. I'm always t nice. I don't throw fits at drive thru when my order is wrong. I'm not going to degrade someone for it, we all make mistakes. 

Back to your question. I don't  really know the answer to why  lines were not removed, and where the frustration comes in to play. Yes my son's device had 6 payments left on it when I called in November, I was told phone  could not be removed until it was paid off. I later found out that is not true, I should have been billed for remaining payments only and not whole service. My daughter's phone I requested  removed in December was not owed on.

I emailed Corporate reaching out in January thinking they could help? No one replied. I requested removal by calling, by email, by chat. I never contacted social media until the other day. The rep removed lines that quick, I'm kicking myself for not trying them to begin with. The rep. replied going forward you will not be charged anymore, I truly appreciate it. I would really appreciate if we could go backwards with first request and not charged these last six months. 

A rep asked me a couple of weeks ago how requested cancellation. I did by phone, by emails, and by chat. Verizon rep said reason request may not have been carried out, it was emailed? I was puzzled at first, then realized it has to be a security issue, and they would need account holder verification. This makes sense, it does not let Verizon off the hook. I should have been notified they needed additional verification and was not. I am a person who will phone, email and write letters. I am a firm believer it is best to have a paper trail to back you up. Witnessed several times  company will claim you never called.

 

 

 

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acraftylady2
Specialist - Level 2

But he still had to make the six payments left even though the line was canceled right?

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tondakip68
Enthusiast - Level 3

We know device was owed on and do not dispute we are responsible for device . The rep I spoke to my first request, said device had six pmts and had to be paid before service can be canceled. I believe she gave a total of 183.00 or close to it. I did not know any different at time. I later found out from friend who works Verizon store, I should be billed for remaining balance on device. which is a lot cheaper then the service itself. Here is where my fight began. 

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acraftylady2
Specialist - Level 2

You can always pay off a device any time you want so shouldn't have been an issue to go into the account and pay the device off then close the line.   I once paid a device off after 2 payments just to get the sale price at best buy on payments.   

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tondakip68
Enthusiast - Level 3

I can not argue how service with device payments work.. I do not know.  First time I did payments on device was with  son's phone. My son thinks he has to get a new phone each time Verizon comes out with one. Brings us to why he left my account and got his own. I don't want to do it again. I  have always gotten free ones with contract renewals and those deals are a thing of the past now.

Verizon rep when I called... should have told me how it works. I brought  it to the  attention of my friend.. a Verizon sales associate told me otherwise.

Trust me this whole ordeal is loaded with should of, could of, and would of. done it differently.

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acraftylady2
Specialist - Level 2

Yeah some people always need the latest greatest tech.  I buy my phones at best buy on sale and pay cash so I don't have to deal with payments anymore.

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tondakip68
Enthusiast - Level 3

I have always bragged about Best Buy having sweet deals on cell phones. I would say 75% of our phones, we got from there.

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vzw_customer_support
Customer Service Rep

Hello tondakip68, thank you for sharing your resolution with us. We're glad to know we were able to assist you over social media. We've love to help resolve any pending issues on your account. Please send us a private note to better assist. 

 

UbaldoJ_VZW

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