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Verizon online chat agent

I’m not sure where to complain. Hopefully it will be resolved soon.
Every time we add or upgrade something, we have lots of issue, especially with online agents. This time agent for some reason added a new line for my Apple Watch instead of fixing cellular data on existing line and charged me $35 activation fee plus tax for my next bill. Then the another agent promised to fix it on the next bill cycle (she interrupted our conversation and quit). After that I check my next bill again and found out that also my promo for Apple Watch (-$8.33) was also disappeared, again for no reason and now I have to pay more. My last (for today) agent promised to waive the activation fee $35 plus tax and return my monthly discounts of $8.33 back on the next billing cycle. I think that’s too much for one day and I hope that this agent will fix it (I had an issue with activation fee waive last year which wasn’t fixed). I also have all the screenshots for all todays conversations, which is also ridiculous that Verizon doesn’t have and option to send whole conversations to the email or save it somehow, so next month do don’t have to prove that you weren’t lying about agent’s promise to refund your activation fee. I hope they at least see it on their behalf.

Comments

Verizon_Support

We will be glad to clarify any questions or concerns about the credits and charges on your account. We sent a Private Message to further assist you. ~Geo

heyjessieee

All I can say is good luck! This has happened to me several times. After being told multiple times I wouldn’t be charged for “accidental” activation and deactivation fees (mistake on Verizon’s end) I was charged. I paid over $700 for a bill that normally would be at highest, $200. I also purchased my Apple Watch on a promo and come to find out I am paying full retail price as well. If you call, the AI over the phone informed you that you will be charged a fee to speak to a live agent. It’s a JOKE! I’ve talked to several people via chat, all to have the issue resolved, next day, have the exact same issue again. Excuse from the agent was “the person you talked to yesterday was wrong… we have been having these issues…..” it’s unacceptable. Also not to forget to mention, the data outages are way too frequent and I feel as if we never have service. Verizon use to be top tier in service all around and now it is so disappointing. I hope it gets fixed for you. Always double check your bill. Good luck!

Verizon_Support

One of our main goals is to provide reliable service and a great experience. We are concerned to learn about your billing situation and to better assist you, I would like to take a closer look. I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

Ahm2

Thank you for your response. Where and when will you send the message?

SynthpopAddict

If CS did private message you, the envelope on the top right corner of the screen will have a number over it. Click the envelope to get to the PM mailbox and then it works a lot like email.

9picklesMD7

I had the same problem with my apple watches!!! I bought two of them on a "special" when I upgraded two phones last fall. I was supposed to be credited the 8.33 per phone each month. I was credited the first month and then the credits fell off for no reason. I called verizon no less than 5 times and spoke to 5 different people who barely spoke english (verizon apparently only has one US call center left!) Each time I was promised a fix and each time it never happened. I finally gave up when they fixed ONE of the promos. Verizon is 100% not the company it used to be. I won't even get into fios issues in my house and phone coverage issues. It's sad because they used to be a great company imo.

Verizon_Support

Hello, 9picklesMD7. My apologies to hear of your experience and we want to do all that we can to restore your faith in us. Help is here. Please tell me more about the promotion in question. When did you upgrade? Were you required to send in any device for the promotion or was it new lines activated on the account?

-Natasha

Verizon_Support

We want to check in with you to see if you are still in need of assistance. Please let us know as we are here standing by.

-Natasha

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