DEFINETLY THE WORST CUSTOMER SERVICE IVE EVER HAD TO DEAL WITH in my 50 yrs. And im a business owner of 40 yrs. My situation has been and still is ongoing for over 9 months now. Ive had to talk to over 110 Verizon employees with still not everything fixed. Heres my Sh!t$how story
In September, After taking a few months to move my entire shop, business and home hours away to Prescott Arizona, I noticed I was being overbilled on a couple items. I then tried calling the usual call center. But after the 8th person who just kept transferring me back and forth between the business and the billing dept without being able to help me, I called my newly assigned commercial rep up here, Daniel Guerra. I informed him of the overcharges and he told me he could see what I meant but didn't have the authority to take care of it so he'd send it up the ladder to his Manager Hannah Reynolds. At this time Daniel informed me of a promotion Verizon was running that he said I qualified for. The deal was, trade in an old IPhone on the new iphone 15 and get a $1000 credit towards the new Iphone 15. I said sure, that sounds like a good deal. But I'm not doing any changes on numbers or plans until someone at Verizon gets my billing issues fixed. He said no problem. Hannah will take care of that for you. I then talked briefly with Hannah and she said she would look into it. I told her at this time I didn't have access to MyVerizon account online and couldn't see the itemized charges but it was definitely higher than it should be. I then asked to go over the itemized charges and she told me she'd review it and get back to me.Then instead of calling me back she just wrote me an email telling me she thought everything looked "ok" to her. I wrote her back saying it wasn't and asked to go over the charges with her on the phone. She refused and just told me if I had issues with my billing I'd have to call the billing dept. The place I had already tried multiple times with no success.
So I proceeded back to calling the call center only to get the runaround time and time again.Just gettingTransferred, hung up on, transferred again, disconnected, told it was all taken care of, only to have to start all over again. Ive called back and asked for a call back from a manager over 15 times with not one of them calling me back.At this point i am writing to you, ive had to talk with over 110 people (NO EXAGERATION) and spent more than 105 hrs on the phone and still do not have all issues resolved. Mostly due to limitations with the computer system that does not allow employees to complete their jobs. or employees that just don't want to do their jobs. Please use my account for training purposes, I beg you. It's disgraceful the lack of care and knowledge on how to do their jobs.Go back and listen to every call since this happened in October. You will be appalled. In February, after talking with about 60 people, they finally got my phones working correctly and credited me back over $1700 Verizon had overcharged me for just services. They informed me then that they would need the trade in phones processed before they could give me the promotional credits for the purchase of the phones they had been charging me since October on all 3 phones. At this point I'd already asked for labels to send in my trade in phones a couple times. But no one sent them. I then called back a third time and was told by the third person I requested labels from that Daniel Guerra, my commercial rep, didn't fill out any paperwork for trade-ins and I needed to go back to him to get it handled. I then called Daniel and informed him of what I'd been told and he said he'd send me a label. After another week and a half went by and I still hadn't received any labels so I called Daniel again with no answer this time. I then emailed him and asked him again for labels. He apologized and finally emailed me one later that day. I then, the next day dropped them off at a Fedex branch. Verizon has had the phones for months now according to fedex tracking. Weeks after turning the phones in I called to see about the credits. At this time someone informed me they could not find my trade in phones even though Fedex tracking showed delivered.. Luckily I had saved the EIMI numbers and gave them to them to track them down. Which they did and then told me they didn't get processed because they all came in in one box instead of seperate boxes like usual. After i told them Verizon only sent me one label for all the phones, that's why i sent them in together, they told me ok they'll get them processed.
Now here I am months later, over 110 Verizon employees later, still having issues. Ive filed two separate tickets and an escalation dating back as early as January. Verizon has had possession of my trade in phones for months now. All the while charging me every month since October for phones that were supposed to be "free". My account has been put into a suppression hold to try and allow time for Verizon's system to catch up, but here we are months later and still nothing,Today i had to call again, just to keep my services on, because the computer system only allows employees to put an account in suppression for a limited time. So I spent another 5 hrs talking with 10 verizon reps on the phone this morning getting the suppression reset to June 30th. Then after all that i have to call and start all over in 6 days on the 30th. Ive asked if there's any manager of dept that could just get it done and wrapped up after 9 months of no one succeeding, but all they tell me is no we have to wait on the other dept. its literally the worst customer service ive EVER had to deal with. Verizon customer service makes the IRS look like child's play. The runaround you get from Verizon ``customer support" is almost comical and makes navigating the healthcare system and centers seem like a cake walk. Ive addressed this topic with other business owners in my network group and just friends and EVERYONE thinks Verizon is doing it on purpose in hopes people just go away and pay the overcharges. After dealing with this for over 9 months now myself, with still no conclusion, i'm starting to agree this might be intentional. Either intentional or just the worst board in history making decisions about how customer service should be ran.I like Verizon's service but this is getting beyond ridiculous and with nobody able to fix it, this is my last resort before changing services. Being a customer of over 20 years i really don't want to leave but i don't know what else to do.
PLEASE HELP by getting this to someone who cares and can fix this
