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Does Verizon Wireless have a formal problem escalation procedure?
ptmy12
Member

I have an issue relating to the balance in my Verizon Wireless prepaid plan I've been trying to resolve since 5/6/2020.  I've already called Verizon Customer Service 5 times at 800-922-0204 and 888-2946804 and got nowhere.  I'm on the phone with Verizon reps for over 3 hours including wait time each call.  Each call, problem is escalated to a supervisor.  Then I'm told the supervisor's manager needs to be involved, and that I would receive a callback from the manager.  But no callback ever comes.  When I called the third time, I asked to speak to one of the same reps or supervisor who helped me during a previous call.  I was told Verizon Wireless doesn't have a mechanism to transfer me, so I have to explain the problem all over again only to end up where I started (i.e., wait for a manager to call me back).  There's absolutely zero accountability.  When asked for their names, reps only give their first name, which is another convenient way to dodge responsibility.  I've gotten nothing but a polite run-around.

I've already drafted a complain to the Better Business Bureau but haven't send it yet.  Since my problem related to $640 in my balance I'm trying to recover, I thought I'll go through a formal problem escalation procedure first if there is one before sending the complain.

Does anyone know whether Verizon Wireless has such a procedure?  Also, if anyone who's been through this has advise on how to proceed, it would be much appreciated.

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Re: Does Verizon Wireless have a formal problem escalation procedure?
vzw_customer_support
Customer Support

We are truly sorry to hear of the difficulties you have encountered with trying to resolve the balance issue on your account. You can reach out to corporate by sending a letter to Verizon Wireless
Correspondence. Click here for the address: https://www.verizonwireless.com/support/contact-us/

CassieG_VZW

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Re: Does Verizon Wireless have a formal problem escalation procedure?
ptmy12
Member

The hyperlink in your reply leads to the generic VerizonWireless page.  I'm not sure which address you're referring to.  Is this this one:

Customer Service
Verizon Wireless
Correspondence
P.O. Box 408
Newark, NJ 07101-0408
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Re: Does Verizon Wireless have a formal problem escalation procedure?
Tigerstep
Sr. Member

No one uses prepaid if they want good customer support. Their automated system is a trash heap.

If there is a balance owed to you and prepaid reps aren't helping, do a charge back. If there is a balance you owe, leave -- prepaid isn't tied to your credit score.

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Re: Does Verizon Wireless have a formal problem escalation procedure?
vzw_customer_support
Customer Support

Yes. that is correct. CourtneyM_VZW

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Re: Does Verizon Wireless have a formal problem escalation procedure?
ptmy12
Member

Reply to Tigerstep - I agree 100%.  I wish I could do a charge back, but unfortunately can't.

I bought this prepaid cell around 8 years ago as an emergency contact phone for my parents who are in their mid 80s.  I've been religiously putting the minimal amount of money in for the past 8 years to keep the account opened.  Because the phone is seldom used, the balance has accumulated to $641.  I missed the deadline for adding money on 5/6/2020 by a few hours, and the balance expired.  I called Verizon Customer Service the following day.  Of the 5 calls I made to Verizon Customer Service, all but one rep/supervisor told me they can put the money back into my account as a courtesy but needed approval from the supervisor's manager; that's when the ordeal begins.  One rep actually told me they can't give me a courtesy for the $641 because they had already given me a courtesy in the past, and that they can only do one courtesy for the lifetime of an account.  Let me explain what happened: when I first opened the account 8 years ago, the rep at the Verizon store who sold me the phone never mentioned an expiration date.  I picked one of the low-priced flip phones (which is still the phone associated with this account), paid for its cost, deposited $20 into the account, and left.  When I got home, I made one phone call on the phone for testing purpose.  Three months later,  around $19.75 disappeared from my account.  I called Verizon to ask.  The rep I spoke to told me about the expiration date, and said he can put back the $19.75.  This $19.75 refund back into my account from 8 years ago was what that one rep was referring to.  I complained and told her that invoking something like this from over 7 years ago was unfair and unreasonable.  Even the stingiest credit card companies give customers one waiver per year for missing a minimum-payment deadline.  I asked to speak to a supervisor and was put on hold.  10 minutes later, I heard a clicking sound and was conveniently disconnected by the Verizon system.

I am 64 years old, living in a household where 4 out of 5 of us are over 60.  We live in New Jersey with the 2nd highest Covid-19 cases.  As of today (5/28/2020), the state is still mostly in a lock-down ordered by the governor.  Because most of us are in the high-risk category, we are mostly trapped in our house.  I have not missed a single money-replenishment deadline into this pre-paid account for over 7 years.  I can honestly say the Covid-19 situation we're currently experiencing in our area at least partially distracted me from making an on-time replenishment.

A few weeks ago, I received an email from Verizon Wireless saying they were giving customers some free data because of COVID-19.  To me, this is useless lip service.  We have 200 minutes of data per month in our regular Verizon Wireless account, which we've used less than 1/2 most months.  If Verizon had good customer service and wanted to help with COVID-19, they wouldn't be taking $641 away in an emergency cell phone account belonging senor citizens who are in the high-risk category relating to the virus.

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Re: Does Verizon Wireless have a formal problem escalation procedure? (To Verizon Community Manager)
ptmy12
Member

To the Verizon customer support community manager who responded to me earlier: it's been closed to 3 weeks since I wrote a letter with explanation and request for help, and sent to the address recommended in your earlier reply.  I have not heard back from anyone.

Can you please help me follow up on this?

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Re: Does Verizon Wireless have a formal problem escalation procedure? (To Verizon Community Manager)
vzw_customer_support
Customer Support

Good morning, and thank you for reaching out. Making sure you get the assistance you need is vital. We're here to help. To begin, please send us a Private Message. - Justin

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Re: Does Verizon Wireless have a formal problem escalation procedure? (To Verizon Community Manager)
ptmy12
Member

Hi Justin, thanks for your offer to help.  What's the purpose of the private message?   Also, how do I send a private message and to whom?  I logged into my account, but don't see a tab for sending or receiving private messages.

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Re: Does Verizon Wireless have a formal problem escalation procedure? (To Verizon Community Manager)
vzw_customer_support
Customer Support

That is a great question, ptmy12. I have sent a Private Message.

 

PeterP_VZW

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