customer service
Britneysantamaria
Enthusiast - Level 1

I honestly am trying not to cry right now as I type this but I just started my plan in august and it’s been one issue after another. In august 4th, 2023 I went to the verizon website and got the unlimited plus plan with their free iPhone 14 plus promo and a series 8 watch. I paid the fee of 117.97 with the chat agent that was helping me on the website and thought that everything was fine. However when I received my phone a few business days later that’s when all went down hill. When I was setting up my phone I found out that the agent who had helped me on the online chat had given me a phone number that belonged to another person. So I had to go to the physical store after many hours of being on the phone waiting for help and no one could help me. Finally at the store the lady who helped me was super nice and helped me get a new number. I thought the problem was solved until I got my bill showing as though I never paid the 117.97 and now they are wanting me to pay for august and September. So I called customer service and the guy that was originally helping me didn’t know what he was doing and which is fine I get it I know this is a bit complicated so I asked for a supervisor and let me tell you that supervisor was so horrible. The call with the supervisor started off horrible he read my last name and asked me if I was new to the country I was so upset that because I have a hispanic last name he would even question my citizenship. He then was making snarky remarks throughout the phone call and told me he’d give me a credit of 20 dollars since he feels bad for me that I can’t afford my bill and would make remarks to imply that I’m broke and can’t afford it. Which is not true at all I can afford the bill I just want to know where my money went because it’s not reflecting in my Verizon account but it clearly was taken out of my bank account. He kept talking down on me me even laughed at me when I explained to him that he wasn’t understanding what I needed. I asked to get me a manager and he lied and said he is technically a manager. Now I’ve worked in customer service for so many years and I know there is someone above him but he refused to get me his manager. He was so rude that my boyfriend had to step in because he over heard how the man was talking to me. He changed his whole tone when my boyfriend was on the phone. I asked for his information but all he would give me was his first name which was viv. My issue did not get resolved and my boyfriend told me to hang up the call that we would call the next day and report him to a manager. I honestly was shaking so much after that call I have never been treated so poorly by a rep and I can’t even sleep because I’m just so disappointed with how many mistakes have happened and I’m new to this service! Honestly if things don’t go well tomorrow when I call I think I might terminate my service. I want them to review that call and take corrective action with the supervisor that was not okay and I honestly don’t want anyone to go through what I went through. I don’t normally take the time to write bad reviews but this time I think it’s necessary.

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2 Replies
vzw_customer_support
Customer Service Rep

This isn't how we want any of our customers to be treated when they call in for help. You deserve respect and a fast solution to any concerns you have. We're going to send you a Private Note so we can gather more details on the situation and help figure out what's going on with your bill.

~Jesse

Britneysantamaria
Enthusiast - Level 1

***UPDATE*** 

I spoke to a manager this morning (her name is stephany) and she was amazing! She opened up a case for corrective action to be taken on the supervisor and she was able to help me move my funds to my account. I am so grateful for her help and for all she did for me.  She even added a credit to my account and offered to keep me posted on the case. Again she was just amazing and deserves a promotion. And the agent who transferred me to her (John) he was incredibly kind as well. It was definitely a 180 from yesterday’s service. I know there are a few bad apples everywhere but Verizon is not to blame for that. I am just glad that they have amazing reps like john and managers like stephany to help make up for the inconvenience created by the bad apples.

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