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Customer Service Feedback
stimplit
Member

Since the previous thread is locked, I would just like to say that the customer service of Verizon so far is atrocious. The phone calling system is a nightmare, it is nearly impossible to get to a human being. If you say you want a billing issue resolved, it tells you to start a chat and then disconnects you. If I start a chat and try to get my issue resolved, they tell me I have to call - so you get stuck in a loop.

The only way through is to keep saying "customer support" multiple times even though the robot wants you to make a choice. It then still insists you use chat, which you have to ignore and then if you chose to be called back, you wait 15min and the phone rings for half a second and then you get a voice mail saying "you should start a chat" - at which point you want to throw your phone against the wall.

45 minutes later, still trying to get through to someone on the phone even though the robot said "the average wait time is currently 9 minutes".

All of this to try and get Verizon to remove double charges on my account because when I upgraded my phone they started to charge me for two apple music subscriptions, even though I have it included for free on my plan. The person on chat had no idea why I was being double charged or how to fix it and he either refused to refund the double charge or didn't know how. So here I am, still on hold and waiting in the void.

AT&T had their fare share of issues, which is why I left - but at least with AT&T you could dial 611 and you would get a human without having to go through such a nightmare - and they would make quick refunds and make things right whenever I asked for a correction.

TL&DR: Verizon, you need to make it easier to reach a human being. I would also strongly-strongly encourage you to have an email address available to submit emails. Offering only snail mail and phone support is really bonkers for such a large telecom service provider. It also doesn't help that your website has so many bugs, I've had a really hard time upgrading my phone (for example got my new phone but never got the upgrade kit to return my old one, had to also call a week ago to request it since it was "missing" from the process)

Re: Customer Service Feedback
vzw_customer_support
Customer Support

Thank you for the opportunity to turn things around. I'm sorry to learn about waiting on hold, I know that no one is a fan of waiting. I'm here to help you in this forum. I will also send a Private Note, to continue. 

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Re: Customer Service Feedback
9wood
Sr. Member

Do agree with you on prepaid they limit you to three calls a day the chat is usually a script repeated over and over had one manager do this wasted five hours of my time phone no better get scripts as well and hung up on had one tell me he get paid regardless nothing more than a joke or game to them they know nothing will be done about complaint

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Re: Customer Service Feedback
JohnAlfieri
Member

It disgusts me when a company that charges as much and makes as much as Verizon does is too cheap to provide a large enough cust. service team to answer phones so as not to leave their " valued customers" on hold for 30+ minutes each time they call !!!! I say 30+ minutes because I end up hanging up. Horrific service, Verizon! NO EXCUSE FOR THIS OTHER THAN GREED AND NOT VALUING CUSTOMERS.

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Re: Customer Service Feedback
vzw_customer_support
Customer Support

Good day, JohnAlfieri. My name is Antonio and I hope that you are having a great day. I also appreciate the excellent opportunity to be of assistance via this channel.

 

Your time is valuable to us. What specific Verizon Wireless questions (https://www.verizonwireless.com/support/) can I answer for you today via this channel?

-Antonio

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