Chat Transcript

[Thomas792]

I was given a Chat ID for a recent chat with Verizon.  Until May 10 2023 I was able to copy the text and save it to notepad.  Recently they changed it so the text could no longer be copied and I have to take screen shots.  I missed the first part of the conversation where the agent made all the changes to my account.  How do I get a transcript of the chat with the Chat ID I was provided?

[vzw_customer_support]

Thomas792, we're sorry to hear that you missed the first part of the conversation. There isn't a way to acquire a copy of the transcript after the chat has closed. We apologize for the inconvenience.

~Jesse

[BOBBIEMCGRAW]

I just ended a chat conversation where I specifically asked an agent if Verizon still has the practice of throttling data speeds on the unlimited plans. They told me no, they don't do that anymore. I went to the unlimited data contract details and it says clearly that Verizon still slows the data speeds at certain intervals depending on your plan. When I called her out on what she said, she lied again. I copied/pasted what she said to me and told her I don't need any more help. When I ended the chat, there was a link to fill out the survey, which I usually do after these chats. The link said the survey wasn't available. When I googled how to retrieve the transcript, I found this thread. How convenient that Verizon does not produce a transcript. What I would suggest folks do is write a letter to Consumer Sales Practices to let them know that deleting chat transcripts is Verizon's new policy. They'll shut them down while they investigate. Luckily, like the OP, I took screenshots of the conversation because I had a feeling she was lying and might end the chat. I'm a court reporter, so I know enough to cover myself when conflict comes up. I'm so glad I did. I have a feeling this comment will also disappear or never make it to the thread, so I'm taking a screenshot of it too, and I'm emailing myself the link to this chat thread so I can come back here for any updates.

[vzw_customer_support]

We are truly sorry for the inconvenience. I'll be sending you a Private Note, please reply to it, so we can get started. 

~Maria

[C0re]

They've removed the ability to take a screen shot now too. I tried last week after an agent hung up on me. It's strange there is no transcript they say. However, around a year ago they could pull up and reference everything you spoke to another agent about & read through the conversation. Now I cannot copy the text or screenshot it as of approximately 12-12-2023.  Discovered this after asking an agent for the transcript last week. Luckily, I also took photos of all the conversations in the past and this time used my gfs phone to record the chat on my phones screen. I've had the same issue with them around Disney plus for well over a year.  You cannot remove it. The agents cannot, the instructions they give you only ever sent you to a web address that was down at the time every time. Was told to contact Disney by Verizon agents then Disney said to contact Verizon. Went into Verizon stores. The in person employees in their stores couldn't remove it.  So they provided me a credit around a year ago or so to temporarily resolve the issue.  The issue is still there though to this day and I've deliberately stated Verizon does not have permission to charge me for something I've asked them to remove 6 times.  

[mn21123]

If verizon has access to the previous chats then why can't the customer have it as well. Oh wait then everyone would know the lies and inconsistencies of what you are told and what you are charged. If verizon has a copy the customer should also have copies upon request. It's ridiculous that the Verizon company acts like it's customers work for them when it is you that work for each of us and let me tell you, it isn't working well at all!!! I'm to the point of getting a trac phone to not have to deal with account change fluctuations, lies due to no follow through on your part and overall spotty service I receive. 

Start providing good customer service and support stop lying to all of us. We aren't stupid. You work for us, not the other way around.

[garyn498]

I know that this is an older post. But, I'm having the same problem at the minute. They told me they didn't push my date out in the text conversation but they did. Now my service is out and won't give transcripts for "security reasons" after I verified my identity twice.

After being on the phone with them for roughly 20 minutes the supervisor put my service back on until the date I requested for my payment plan the agent on the Verizon app and I talked about. But, she still would not tell me what the agent said and if she did, I'm pretty sure it wasn't what was actually said because she wouldn't release the transcripts to me regardless. Everything that I said to her, she said was wrong.

Verizon has just gotten worse overtime. I've been with Verizon since I joined the military in 2018 but I've never had any problems this consistent since I've been with them. I don't know maybe it's just me or in my head.

[Shockedagain]

This is absolutely shocking to me. I get chat transcripts from companies smaller than Verizon. I’m counting the days that my contract can end so I can “vote with my feet” and leave Verizon. 

[Dmomma_3]

I just changed my bill date through chat and was told it was changed out and I would not have to pay a difference and now I wake up and they took the difference from my bank account and I was not expecting and now I am screwed for my rent. And of course no way to get the transcripts. Looks like it’s about time for me to move on after being with them for so many years, they are just going down hill. Ugh!

[vzw_customer_support]

Hello, Dmomma_3. Help is here. To adjust from the old to the new billing period, you may get up to 3 separate bill statements in 45 days. Is this what you are referring to? Please let us know as the last thing we would want to see happen is you leaving us. 

https://www.verizon.com/support/pay-bill-faqs/#:~:text=To%20change%20your%20ongoing%20monthly,after%...).

-Natasha

[sbgarg]

I worked with a online agent to get the promotion on a sale Verizon had. 4  iPhone Free for new cusotmers. I specifically asked the agent if she could do one iPhone 16 pro max and the iPhone pro, with the Unlimited Plus plan. She said I could do that and I would not be chared for any of the phones. However, when I looked up the bill, the billing department now says they will charge $4 for the iPhone Pro Max.  This is ridiculous. I was also told the Unlimited Plus plan would $45 and Unlimited Ultimate would be $55. Now they charged me $55 for Unlimited Plus.  I asked the agent if I could get the chat transcript, to which she stated, as I end the chat session, I would be prompted to enter an e-mail address to get the chat transcript. That never happened and they are unwilling to honor this commitment. If anyone from Verizon reads this, can you please respond and give me a call back?

[vzw_customer_support]

Hey there, sbgarg, we're so glad you chose to join Verizon and are here to help with your bill concern! So we can review pricing on the 16 Pro Max, can you let me know on what date your purchase was completed? What size memory was selected for the phone? Are there just the two phones on your account?

-Lauren

[vzw_customer_support]

Hi there, just checking if you still need assistance?

~Joe M

[QueefLately]

This has been an ongoing problem for me. I signed up for Verizon service in dec 2024 for the promotion to get the iPhone 16 pro max on us. When I got my first bill I saw that I was being charged for the phone. The agent I chatted with to get my phone told me my phone was under the promotion  and even said he’d upgrade me for free for the holidays. Not knowing any better I ended the chat. When I got my first bill I realized everything he said was a lie. Not only was my phone not under the free phone plan, but I was also charged for the ‘free’ upgrade. Every time I chat with an agent, they get frustrated when I ask them for information about my bill and why I’m getting random charges and disconnect from me and I have to start again from scratch. I’ve spent 6-7 hours on a chat just to try to get a credit for something that was overcharged. I’ve asked for a copy of a chat when an agent was rude and they immediately disconnected. I’ve had agents lie to me about everything from warranties on screen protectors to justifying being overcharged for a glitch. I tell anyone that asks if I like my service how much I wish I would have gone with T-Mobile instead, if not for a cheaper plan, then for better customer service.

[QueefLately]

My ONLY reason for choosing Verizon as a phone company was for the ‘iPhone 16 pro max on us’ promotion they were running in dec 2024. The agent I signed up with assured me that the plan I had covered the phone I wanted and even offered me a free upgrade. Well, turns out that agent just wanted some commission because when I got my bill I was being charged for my phone and my bill was 40 more than he said it would be because I am now paying my phone off instead of getting it for free. I have no proof of this because I pressed ‘end chat’. For any new customers reading this, never press ‘end chat’ because I didn’t know I was being charged for my phone until my first bill, it was too late to cancel my phone plan and return the phone. Since then agents have told me when the promotion is active again I can get it applied to me but when I ask about it the agent disconnects from me and I have to start from scratch. I’ve had chats last six hours before I got a resolution before. I’ve had agents lie to me about promotions, my bill, warranties on accessories, and even my service. I’ve also had an agent accuse me of lying and then realizing they were wrong and still being rude! I’m now in the habit of asking every agent I chat with for their agent information and screen recording and screen shots of everything they say. If agents can view transcripts then the customer should too 

-B johnson

[vzw_customer_support]

We've got your back. Sending you a private note now.

-Cryssie