How to file a formal complaint with corporate.

[a42m17]

We've been Verizon customers for many years, but we have had ongoing intermittent problems with voice calls over the last couple years on both our phones. During that time, we've received different answers from different representatives as to why calls drop, why we totally lose voice services for extended periods ("Voice Service Unavailable"), and why there are days at a time where no one can hear us at all when we attempt voice calls. As you can imagine, this has caused all manner of problems with our jobs, family, and friends over the last couple years. We did another chat with Verizon on Jan. 3, 2024, due to not being able to make voice calls for a few days due to no one being able to hear us. The rep assured us that if we were to switch to an unlimited plan, we wouldn't have any more of these issues, so we agreed to change our plan to what the rep recommended. We restarted our phones and...the exact same issues have continued, although now we are on a more expensive plan. We did a chat on Jan. 8, 2024, asking to be put back on our old plan with our 998.50 GB of carryover data reinstated, employer discount, etc., everything just as it was prior to the plan switch, since the plan was changed based on totally false information from the Verizon rep. We were told in the Jan. 8 chat  that we could be put back on our old plan (10 GB) but that all our carryover data (998.50 GB) had been deleted and wouldn't be reinstated. I said that would result in us getting data overage fees simply because of a Verizon rep giving us false information. I asked if anyone at Verizon had the authority to reinstate our carryover data, and the rep said no and immediately disconnected from the chat. Then oddly enough the chat feature would not display when I logged into Verizon multiple other times over the course of several hours, trying to follow up.  I have screenshots of the Jan. 3 chat to show that the Verizon rep defrauded us, and I plan to share that chat with the FTC, FCC, BBB, and any other applicable consumer protection agencies. I also want to submit a formal complaint with Verizon Corporate. The Verizon rep lied to us in order to switch us to a higher-cost plan and to take away our longstanding carryover data that had allowed our 10 GB plan to function essentially as an unlimited plan. This is fraud in the eyes of the law.  All we asked for on Jan. 8 was for Verizon to attempt to make this situation right by reinstating us back to exactly what we h.ad prior to that Jan. 3 chat, including our 998.50 GB carryover, employer discount, etc., but instead we got brushed off, just two more victims of Verizon's fraud schemes. Please advise how we can submit a formal detailed complaint to Corporate about this experience. Thank you.

[vzw_customer_support]

I'm sorry you were not happy with the new plan. We would love to review your account with you. What zip code are you in? Were you able to change over to your older plan?  Our Carry over data normally only carries over for 1 month.  Learn about Carry over Data here: https://www.verizon.com/support/carryover-data-faqs/ -Joe

[a42m17]

Could you please answer my question regarding how to file a formal complaint with Corporate? Also, is there presently a class-action suit against Verizon for these types of business practices? Even the fact that no Verizon representative will tell me how to file a complaint is both mind-boggling and infuriating.

The 998.50 GB of data was provided to us 4-5 years ago, presumably from a litigation outcome against Verizon at that time. It was not normal monthly carryover data and was listed on our account as having no expiration date. No, I don't think we've been moved back to the old plan. The representative defrauded us into moving to a more expensive plan, took away that huge balance of data, took away our employer discount, and we still have been unable to make successful voice calls intermittently due to the other parties not being able to hear us or else getting the message "Voice service unavailable". 

To clarify, we've already spoken with several representatives. No one has fixed the technical problems,  no one has credited our bill based on all the days that we don't have voice service, and meanwhile we're now being charged more. There's nothing "unlimited" about our new plan when my husband can't successfully phone his workplace and I can't successfully phone family members. Please advise on how to file this complaint with Corporate.

[vzw_customer_support]

We want to make sure we're doing everything we can to help with your data concerns and service. We'd be happy to take a look at the situation. Please look for a Private Message shortly.

~Jesse

[birdman024]

Hello - we have been big fans of Verizon and we were excited to continue our services during our move to a new home. Moving to a new home is stressful enough and then when we called a month in advance to book the switch, we experienced some complications with having to put wire into the ground. Rather than ensuring a smooth process and communicating effectively, the team on our service order left a SINGLE voicemail and then scheduled a service change for our moving day. 2 days before our moving day when we called to confirm, the advised us that they need to come back and check the wiring 3 weeks later...we both work from home and this is just unacceptable. When we escalated to a 'supervisor' to try and get some support or help during the 3 weeks without internet, said supervisor was rude, offered no apologies for the communication breakdown, and had zero empathy for the tough situation they are putting my family in. I would like to report this case to corporate as someone like this supervisor should not be allowed to treat customers this way. Further,  it is not the level of service and professionalism (far from it) we are used to when working with Verizon. Please let me know if we can file a formal complaint to have this addressed. We would also still like help with our case (we move 2/29/24) to avoid having to cancel Verizon services.  

[alexa282]

I doubt they will ever answer this question for you.  I have been dealing with customer service issues with them as well and get NOWHERE.  I ordered a phone, and they are not sending it to me, I tried to ask them to switch it to pick up they said I can't, then I said I will just cancel my order, they said I can't, then I said I will just cancel with Verizon altogether and they also said I can't, HA they are so funny.  Also, a manager was supposed to call me back and never did, so my next step is corporate and then legal if I don't get anywhere with corporate.  I did research and find there is a corporate phone number, but no email.  The numbers I found were 212-395-1000 or 908-559-2001.  I hope these help and good luck.  Unfortunately, customer service is no longer a thing it is so sad. 😞

[vzw_customer_support]

@alexa282  wrote: I doubt they will ever answer this question for you.  I have been dealing with customer service issues with them as well and get NOWHERE.  I ordered a phone, and they are not sending it to me, I tried to ask them to switch it to pick up they said I can't, then I sa id I will just cancel my order, they said I can't, then I said I will just cancel with Verizon altogether and they also said I can't, HA they are so funny.  Also, a manager was supposed to call me back and never did, so my next step is corporate and then legal if I don't get anywhere with corporate.  I did research and find there is a corporate phone number, but no email.  The numbers I found were 212-395-1000 or 908-559-2001.  I hope these help and good luck.  Unfortunately, customer service is no longer a thing it is so sad. 😞

We're so sorry to hear about the issues you've been having. We want to make sure you're always getting the best possible service when you reach out to us, and we're going to make sure any problems are resolved. We're sending you a Private Message so we can help.

~Jesse

[Zsimmons94]

According to a supervisor  I spoke with today, they do not have a way to get in touch with corporate or any details they can provide to contact corporate. Whatever information they provided to you through customer service is all that can be done. When agents misinform you on your bill, benefits, etc. it is your responsibility to hold. Don’t expect them to fix or correct anything because EVERYTHING is systematically done with NO resolution they can provide on their end. They can’t perform escalations nor file complaints. Came to Verizon over a year ago for better service with phones and customer service, but BOTH are lacking to the extreme. Expect to get a standard response and misinformation continuously because each agent provides different information. I pray your issue is resolved seeing they can’t resolve anything else!!!! I would love to file a complaint with the Better Business Bureau, but there isn’t one definitive address for their company. 

[xElishax]

Great to know! I was also looking to complain to corporate. I am being charged for a phone I returned.  I have been giving the run around since December of 2023. Somehow they magically tracked the phone today and now telling me the one I returned was damaged but I know for a fact it wasn't. Maybe if I find someone on LinkedIn? I am over Verizon. Taking my MONEY to another company! 

[Keverard]

Contact the better business bureau