Missing Minutes & Message Logs

[VHUser]

Beginning with the billing period of 4/26/23 thru 5/25/23, my online account did not show the message and minutes logs for 3 of the 4 phone numbers on our family account.

I contacted customer service about this issue beginning:

6/15/23 (51 minutes) Tier 2 Tech Support Hilda who filed a ticket, 

then again on 6/27/23 (21 minutes) Tier 2 Tech Support Jeff,

7/03/23 (24 minutes) Customer Service Agent Garrick,

7/24/23 (1 hr & 36 min) Tier 2 Tech Support Jay,

8/07/23 (1 hr & 24 min)Tier 2 Supervisor Cathi

and finally today, 8/15/23 (2 hr & 22 min) Tier 2 Supervisor Rodlin who left me on hold with no interaction for 45 minutes.

On every call I was either asked to re-explain the issue or confirm for the umpteenth time the details when presumably this was already documented on the ticket.  Supposedly this issue was escalated at least twice and give a Critical Priority status. I was promised status call backs that never happened.

The data is still missing from my account.  What does it take to get these minutes and messages data posted to my account so that I can access the data electronically (via downloaded spreadsheet) as I have been able to do for every other month before and after the 4/26/23 through 5/25/23 period.

There is another post regarding this in the community by someone who experienced the same issue around the same time period so it would seem to not be an isolated issue.

[vzw_customer_support · Accepted solution]

We're sorry to see that you're experiencing these issues. Message logs are usually active for the current bill cycle via My Verizon. Once a new cycle starts, the message log will reset. If you need access to your call log, I would recommend accessing the PDF file on your My Verizon account and taking a look at the call detail. 

~Ivone

[vzw_customer_support]

We want to make sure you're able to get the help you need. Please reach out to us when you're available. 

~Jesse