How can I get the language preference for two prepaid account lines changed from Spanish to English?
Dialing *611 and entering either number results in all prompts being in Spanish.
Thanks--
Hello, msaxon2. We want to make sure you are able to get the help you need with your preferred language selected. Our
Interactive Voice Response (IVR) system sets to a preferred language default setting after selecting English or Spanish 3 consecutive times. Does anything change when you dial our full number, 1-800-922-0204?
JeffreyR,
When I dial 1-800-922-0204 from my mobile, I get Spanish language. No idea
what the prompts are as I am not Spanish speaking. This is the first time using
*611 or calling tech support for this account, so I do not believe that I set a language
preference 3 time previously (and I would not do that as I don't understand Spanish).
In any event of who, what where or why, I need to have the account preferences reset
to English. Being a prepaid line, whenever I call tech support I immediately get
dumped into the same IVR system, which is not useful for me in Spanish.
We'll get to the bottom of this. We just sent you a private message. Please respond to the message we sent you.
JoelD_VZW
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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!!
I have had the same problem for close to 2 years now!
Every time I call customer service I get prompts in Spanish. The agent assures me that they have fixed it and when I call again the next time, it's in Spanish again.
They told me I have to press * repeatedly to get someone on the line which works but is annoying.
I just got off the phone with a rep about a billing question. Then asked them to reset my language. I was told it was changed. I hung up and called again. Still in Spanish.
I'm really frustrated. How difficult is it to fix this?
Francof69, I certainly understand your frustration and we sincerely apologize for any inconvenience this has caused. I will be more than happy to assist. Please share with me how long has our system given you only Spanish options?
RodneyM_VZW
I've been having the same problem and have been in the store 3 times it's still not fixed. If this does not get resolved I am going to small claims to end my contract. It's been 6 months, 3 hours on the phone, and a store visit every month. I have been logging the time and expenses incurred for small claims. Can you actually fix it? Last time I was told we made a ticket but don't know if/when it will get fixed. I have recorded audio from my calls. I even had my first 3 months bills in spanish.
We definitely regret how long you have been experiencing the issue with the spanish language, we want to ensure that your issue is addressed. We will send you a private message in order to review more details about your account. VianeyP_VZW
I can't remember the exact date it started. I don't know if the call history indicates the reasons I have called. You can check by looking at the logs.
But yeah a long time - at least 2 years I think
This is not the experience we want for you, francof69. We just sent you a private message to further assist.
AnthonyC_VZW
I am having the same issue and I really need to contact customer Support can you please help
Finally just visited the local Verizon store. They corrected the issue. Took them about 45 minutes working with their back-end team to correct the problem. Amazing....
Still very much a problem in 2022, after going to a store to fix my account after running out of data and getting my card removed which discontinued my auto-pay setup (a wonderful combination the 'zip code incorrect' error and that even unsuccessful attempts to upload data will lock you out of adding funds after nine attempts [with no warning of such]). The store was able to get 1 GB to hold me over until my next pay period but to get the auto-pay set back up, they directed me to use the online service. Said number (888-294-6804 or *611) have a short quip in English, then proceed to provide the rest of their automated phrases in Spanish, including the options. As my account is in English, my previous calls/attempts were in English, and my time at the store was conducted through the English language, I can't imagine why it does this other than defaulting to it.
Side note, it's sad to see that most of the responses on these forums essentially end with "We'll PM you." Considering the online service thus far, the lack of apparent solutions is very disheartening.
Thank you for taking the time to reach out to us regarding your account, Evan19. We can certainly clarify further for you, we request that you meet us in a Private Note because we need to access and discuss your personal account in order to get your language preferences corrected. For your privacy and security, we can not do that in a public channel. We're always here to help, and we would be more than happy to get your account corrected for you. Please send us a Private Note if you would like further assistance. Thank you!
*Ellisandra
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