So I’ve been with Verizon now 14 years and have had WONDERFUL service and if I talked to a rep everything was good! Fast forward to 2021 when I took my number from a joint account and made my own account. I was good until Verizon started charging more. I then contacted customer service and the rep said to lower your bill you would have to switch to the Unlimited Welcome Plan. I took his recommendation and he was right, it lowered my bill, EXCEPT he NEVER mentioned that the Unlimited Welcome Plan was just a “basic” plan. Never went over details about the plan.With the “basic unlimited, when it comes to phones, it says that I have <limited> eligibility for a new phone offers!!! Yeah, I’m so ANGRY because had I known that, I would have just stuck with the older plan I had. I would have continued to pay the other amount but knowing that I can be eligible for the good promos and discounts. Not with basic!!!! fast forward to 2025 and here I am back up to spending $106/month (bill). The Unlimited Plan sounded like it would be the best plan because it’s unlimited everything! (Am I right??!!)
I get absolutely NOWHERE with Verizon now! Customer service has went down the drain. Verizon doesn’t take care of their loyalty customers!!! They don’t care and they’re going to lose another loyal customer and they have nobody to blame but themselves. I’ve had other issues with Verizon and called about them to get it fixed and got nowhere, hung up on, many times been told that I need to go to a store and get my issue fixed. Well, did that and the store tells me that I need to call customer care! So basically I’m getting told the same thing from both in store and customer service so I GET NOWHERE! Also, Verizon you violated privacy issues. You sent me someone else’s new phone with all their information on it including address, phone, SSN, and I called to tell them that. They didn’t say thank you, oh wow, we are sorry about this and we will make this right. They had sent me my replacement phone and someone else’s. I know right from wrong so I returned it the next day to have it sent back to warehouse where it came from. The rep never told me that there was going to be a $49 charge for replacement. It’s like they NEVER inform you about anything. I’m going to switch carriers because Verizon doesn’t take care of their Loyal customers anymore!!!!!!!!
I will agree with you that CS could be better and that the decision to outsource CS several years ago hasn't helped Verizon. Unfortunately, the other guys outsource their CS too, so there's no getting away from talking to someone at an overseas call center anymore.
It is also an industry practice where all 3 large US carriers structure their service plans as "unlimited", "unlimited with stuff", and "unlimited with more stuff". For quite a while, they were all limiting promotions to those on the top 2 plans only, but Verizon's website is now offering promos to those even on Unlimited Welcome, and I've seen ads on local TV saying the same. Depending on where you live, you may also have promotions available just for your area, as I've been hearing Verizon ads on one of the local radio stations in my city advertising 3 lines of Unlimited Welcome for the price of 2.
We never want to lose you, we want to make this right, sending you a private note now.
-Cryssie
Start a new topic or ask questions in the open forum.
