Poor Customer service longest wait times
mpiriemon
Enthusiast - Level 2

is there ever a time when Verizon is not experiencing "higher than normal call volume"?   Every flippin time I call , no matter the time of day there is an unacceptable wait time to speak to customer service.

Right now I'm at 24 minutes and counting.   NO EXCUSE!!!   Oh how I hate Verizon.   6 more months until 2 of my lines are out of contract and then I'm leaving.   

24 Replies
Grove555
Newbie

I've been working over an hour.  Left a call back but never got it.  No internet.  Does anyone work there?

 

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KH-OrnEsh
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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Fattycat78
Enthusiast - Level 2

Been on hold for an agent for 2 1/2 hours and counting. I regret switching, been horrible since I did. No help ever just run around, I’ll get back to you answers 😡

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vzw_customer_support
Customer Service Rep

Fattycat78, your time is important to us and we are sorry to hear that so much of it has been spent on hold. We truly are here to assist and never want you feeling that you have made a mistake by joining the family. Please use the message sent in Private, so we may continue this conversation. -LorenB_VZW  If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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mistifa
Enthusiast - Level 2

I so agree!! On hold for an hour then painful 2 hr chat that didn't solve my problem - which was one of their making! Kept saying "I'm an hour [then 1.5, then 2] late for work, what is it we're working on right now? & getting generic responses like "please stay on the line, I am working on solving your problem", and "I am still here with you" which I thought was odd, well of course you should still be here with me since you told me you were working on my problem!

But I was afraid to hang up & have to start all over again some other day ... so I  feel like I was kidnapped by their really really bad customer service!

In the end all I got after being 2+ hrs late for work was a generic video saying we don't have good service in your area [uh, yeah, I knew that already!]  buy this network extender" which wasn't even why I called in the first place! ARGH!

So I just tried to post this but couldn't b/c they said I used a bad word when I said their customer service was a word that rhymes with happy but starts with the same 2 letters that crazy starts with ... since when is that a "bad word"?! If the shoe fits .....

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Anonymous
Not applicable

On hold now for 1 hr going on 2 hrs trying to get an issue solved that should have been fixed 4 days ago. No one ever picks up and if they do I get immediately hung up on...

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vzw_customer_support
Customer Service Rep

Hello, MELAMELISSAMEL. We know how important it is for you receive assistance for your service concern. We would be happy to help you here. To get started, we have sent you a Private Note. *Cassie

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teecatin
Enthusiast - Level 1

I agree. I have called for the last three days trying to get through to VZW customer service in a timely fashion and when l finally did, it was clearly outsourced overseas. The agent gave a phony "Americanized" first name  and would not reveal what country he was in, yet Verizon has no problem asking me to authenticate my identity and compromising my security. So I switched to trying live chat - no option to get a transcript of the chat and, of the agent's own admission, handling multiple chats simultaneously, so none of them handled efficiently or in a timely manner. I had to repeat my questions again and again. Some were never answered. In particular, huge discrepancy between my data usage per email from Verizon on 12.20.21 indicating 50% data remaining, and what is showing in Settings on my Pixel. Data detail clearly shows no data used since 12.20.21 when I was at 50% usage and now showing 60% used per Verizon app or 75% used via Android Settings for data usage (take your pick). So disappointed in Verizon, that I am considering changing carriers after many years - despite other less expensive carriers, I remained loyal to them, but this level of degradation in customer service is unacceptable and disrespectful of my time. 

vzw_customer_support
Customer Service Rep

We would be more than happy to review your data logs with you. To allow us to do so, please leave us a Private Note here, or reach out to us directly online @VZWSupport on Twitter or Facebook. We look forward to working with you soon!

 

 

*Robert

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DLynn3
Enthusiast - Level 1

Here it is January 8, 2022, and nothing has changed.  I chatted with someone two days ago who helped me change my plan to unlimited minutes for two lines on my account.  I was given a loyalty discount plus another discount if I arranged to set up an auto payment.  I clarified that that would be two different discounts and the agent said yes.  With the discounts that cover both lines and for unlimited minutes the next monthly bill would be approximately a total of $89.00.  I am not someone who just says, "Oh, yah!" And believe they understood or I understood the details, so I repeated each thing: (1) one discount for being loyal, (2) another discount if I set up auto-pay, (3) both lines are covered, (4) and the new bill will be $89. (plus some change).  They said yes.  I agreed. The bill for next month is $175.01!!!!  AND NOW I HAVE BEEN ON HOLD WITH SUPPORT FOR OVER AN HOUR WHEN I WAS TOLD approx. 38 minutes.  No one helps at Verizon anymore!!! I want a real person--a human, who is fluent in the American English language!

vzw_customer_support
Customer Service Rep

Help is here, DLynn3. So sorry for the time put into things. I have sent a Private Note where we can look at the statement together.

-David

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DLynn3
Enthusiast - Level 1

It finally was worked out after being on the phone for almost 2.5 hours.  Someone finally answered in customer support after being on hold for almost 1.5 hours.  LIke someone previously said, "I hated to hang up and have to start the wait time all over again!"  The agent who finally assisted me was great, but really....Verizon needs to remedy this.  2.5 hours to get a solution.  The poor agent was even on hold to get the information she needed from her own company!  That's not fair to your employees or to those who make you money (the customer).  Fix this poor, poor, poor service!  

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skorpyo34
Enthusiast - Level 3

Good luck to you. The once best in customer service is now hands down the absolute worst, not to mention dreadful and miserable employees in the retail stores. 

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vzw_customer_support
Customer Service Rep

mpiriemon, the last thing we want is for you to have long waits to speak with us.  We want to be available to you at all times and we would be devastated to see you leave the Verizon family.  I am here to help and get any issues turned around.  What has you reaching out to our customer support?   -Santo

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Craboin3
Newbie

Start by hiring more reps cause your customer service is complete trash. 

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johnv474
Enthusiast - Level 1

Hey vzw_customer_support,

I have called 7 times now to every number I can find.  *611 won't help.  The only way to contact a human being is to contact sales.... who then hangs up.

I am being bombarded by phone numbers I do not know.  I just got this number.  I am on the Do Not Call Registry.  I cannot reach someone who will help.  All of the numbers, which are Verizon numbers, are disconnected the next day if I call back.

Amazingly, Verizon is receiving "higher call volume than normal" every time that I call.  Also, "the menu options have changed".  Also, they keep insisting I use the virtual assistant, who cannot help.  How is it that you can NEVER have representatives available?

New customers, be warned.

vzw_customer_support
Customer Service Rep

Oh my, that is definitely never the experience we want you to have with us, johnv474. But not to worry, I am here to help you now. I know how annoying spam callers can be, I get a lot of those too. Now let me ask you, what is the make and model of your device?

 

~Sofia

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Doggo
Contributor - Level 3

1) There's not enough agents to 120 million customers.

2) A lot of things can be resolved on your own or searching Google.

3) People who have no reason calling in are occupying space in the queue and taking up an avaliable agent.

4) It's the most thankless job you could ever have and has a high turnover because of it.

5) You're welcome to apply.

Jackthepumpkinking
Enthusiast - Level 2

Not to mention majority of those customers could not all be needing help all day every day. Use logic. And if they did that would say a lot about their service.

Yes even a small portion of those people are still a lot. But would be better if they hired more people. But no. All companies want to be cheap and claim they can't afford the labor or to pay fair wages.

And some of those numbers of people on can actually use the automated system

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Craboin3
Newbie
 
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