I want to complain about Verizon's ability to resolve issues. In the past month, I've encountered problems twice.
The first time was when I tried to cancel my 5G Home service. I spent an hour talking to an agent, explaining that I wanted to cancel. The agent spent an hour checking things, only to suddenly disappear and transfer me to another agent. I had to explain everything again because the new agent couldnโt see the previous conversation. That took at least another 30 minutes. After explaining everything, the agent didnโt cancel the service immediately but kept going in circles with me. Do you think everyone has time to waste? Canceling something I no longer need took two hours and involved unnecessary back-and-forth.
The second issue happened today. We traded in our phones, which were delivered on October 18. However, three months later, the credit still hadnโt been applied. When I contacted an agent today, they told me the record was missing and asked for the tracking number. Luckily, I had saved it; otherwise, does that mean your engineers could just delete records and claim they canโt find them, leaving the customer with no recourse?
This issue dragged on from 2 PM in the afternoon until 8 PM at night and still wasnโt resolved. Throughout the process, I was handed off to several different agents. Each one would investigate halfway and then disappear, leaving me to explain everything again to the next agent. Finally, after six hours, at 7 PM, one agent decided to issue a $700 trade-in credit. However, the agreed trade-in credit was $999.99, as clearly stated in our contract. When I pointed this out, the agent said they needed to investigate further. By 8 PM, the agent disappeared again, leaving the issue unresolved.
Why is it so hard to get someone to resolve something that we are rightfully entitled to? Your engineers seem technically incompetent, your customer service is limited in what they can actually do, and chat histories canโt be carried over between agents. When one agent canโt solve the issue, they just give up, leaving us customers frustrated and forced to walk away in defeat. Truly impressive service!
Hello, shaojim121, we don't want you to continue to have to reach out for the same issue. We can help you out with your trade-in concern. So we can best assist, we will be reaching out via Private Message.
-Lauren
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