Customer Service

[2MonthsIn]

So long story short, I want to know if other people are experiencing what I am experiencing. 

I will admit Verizon Wireless does try to rectify after the fact. But I am peeved that I was largely ignored. 

I spoke to them back in November for a ticket to get it escalated and spent 3 hours for whatever reason because it took the rep that long to respond back to me or understand my issue of unlocking a phone. Eventually they got a ticket opened and said someone will get back to me in 48 hrs. A few days passed no one ever got back to me. Lovely.

I spoke to someone else, same thing another 3 hrs and opened a ticket.

Eventually I was just doing this a few times in a row, and by now I'm getting testy because I have to explain everything all over again. I was told I didn't need a reference number, then I needed a reference number, and people will get back to me soon. All of this was in November.

And radio silence, fast forward in December someone tries to rectify the issues and it was nice, and said someone will get back to me in a hour. No one did. Spoke to them again and I asked them to read previous messages and somehow they disappeared for 30 minutes and doesn't say anything. After I ask if they have read because they asked me is my issue because the ticket is not resolved? Which I think is kind of ridiculous question to ask since I reached out to them asking about my ticket and no reached out to me and I wanted to know what's going on. Goes radio silent so I asked them if I needed to tell them what to do. I'm honestly not really into complaining and pretty whatever towards people because it's not their fault but my patience is running low. Most of the time it's a systemic issue, and whatever is happening is definitely systemic. Either you're using AI or you have a ton of people that are moving at snails pace because they are managing a million things, everyone is dropping the ball and never respond to their tickets. So what are you doing Verizon? I've been using you for well over a decade and honestly after my contract is over. I want out after this and I know I am not the only one. I chose to pay a premium for things that work. Not to get tortured on customer service for hours on end while on vacation. I appreciate how nice everyone is with saying I'm sorry for blah, blah, but I want answers and systemic change. apologies are useless. wasted hours of my life.  For the love of god, they should have got back to me period. Either way if it's a no go or go. 

[vzw_customer_support]

Hello, 2MonthsIn. Thank you for your continued patience. Help is here as you deserve answers and a resolution. We always want to be respectful of your time so let's work together to get you an update on your ticket. I have sent you a Private Message. 

-Natasha

[2MonthsIn]

I forgot to update this part. I reached out and turns out my ticket was resolved because it hit a time limit that would automatically unlock my phone. So no one ever reached out to me to resolve my ticket or let me know. So essentially was ignored. I later reached out and noticed the promised credits of 10 and 100 were never applied. That took another hour to resolve, because agents would just stop responding to me or try to transfer me elsewhere and nothing would happen. The last agent said she would get a resolved, so fingers crossed. Only took an hour to get to a mutual understanding. Thank you for continuing to waste my time in 2023.