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Extremely rude interaction with a customer service manager from Verizon over the phone
Joseph69
Member

I tried to upgrate my cell phone at the apple store today (january 11 2020) and there was a problem as the upgrate keep getting blocked by Verizon. Every time the apple employe tried to place my phone number in the system together with my existing device information, there was a message saying that there was a pending charge in my account and that the store needed to contact verizon at a 1888 number. We tried twice and the automatic message only gave you two options, either verizon emploee or not and if not you had to imput some store number. Apple had no clue what whas going on. I when into my  account online and my bill was just paid in total as of January 5, but there was a 0.05 cents charge in my account, however my balance was 0. Totally confused called verizon at the number they provided within my account, different one (18009220204) twice and was on hold for more than 30 minutes each time. I gave up and decided to pay the full price of the phone, sim card free and not try to finance it. Left the store and call again to the 18009220204 at 8:32PM. Did not get a person until 9:10. That's when things turn for the worst. The person on the phone was beyond rude. Try to explain what happened and she kept denying that verizon will block the upgrade and that they don't have that capacity. She even when as far as telling me that apple store never call verizon, when I was present and had the phone in my hands. Told her that I was tired of the poor customer service and that verizon is only interested in the new customers but not in those that have been with them for 15 years. The response was "you have options"...after that I asked her to speak with a supervisor. The response is that she was the supervisor. I asked for her name and she responded that her name is hesr and she does not have to share it with me. I told her that if this is the level of customer service provided by a supervisor then I understand a lot of things. Anyway, I hope verimzon records these conversations because I would like to get a hold on this one so this person can be made accountable.

Not sure if anybody had a similar experience. As of right now, I am meditating taking my four lines to other carrier and be done with them after 15 years.

Any suggestions of how to get a hold to the transcript of the conversation?

Thanks

 

Joseph

Re: Extremely rude interaction with a customer service manager from Verizon over the phone
Tigerstep
Sr. Member

@Joseph69 wrote:

I tried to upgrate my cell phone at the apple store today (january 11 2020) and there was a problem as the upgrate keep getting blocked by Verizon. Every time the apple employe tried to place my phone number in the system together with my existing device information, there was a message saying that there was a pending charge in my account and that the store needed to contact verizon at a 1888 number. We tried twice and the automatic message only gave you two options, either verizon emploee or not and if not you had to imput some store number. Apple had no clue what whas going on. I when into my  account online and my bill was just paid in total as of January 5, but there was a 0.05 cents charge in my account, however my balance was 0. Totally confused called verizon at the number they provided within my account, different one (18009220204) twice and was on hold for more than 30 minutes each time. I gave up and decided to pay the full price of the phone, sim card free and not try to finance it. Left the store and call again to the 18009220204 at 8:32PM. Did not get a person until 9:10. That's when things turn for the worst. The person on the phone was beyond rude. Try to explain what happened and she kept denying that verizon will block the upgrade and that they don't have that capacity. She even when as far as telling me that apple store never call verizon, when I was present and had the phone in my hands. Told her that I was tired of the poor customer service and that verizon is only interested in the new customers but not in those that have been with them for 15 years. The response was "you have options"...after that I asked her to speak with a supervisor. The response is that she was the supervisor. I asked for her name and she responded that her name is hesr and she does not have to share it with me. I told her that if this is the level of customer service provided by a supervisor then I understand a lot of things. Anyway, I hope verimzon records these conversations because I would like to get a hold on this one so this person can be made accountable.

Not sure if anybody had a similar experience. As of right now, I am meditating taking my four lines to other carrier and be done with them after 15 years.

Any suggestions of how to get a hold to the transcript of the conversation?

Thanks

 

Joseph


First number sounds like channel support aka something the store deals with and not the customer. As for blocking an upgrade, only 2 things can do that. First being a past-due balance and the second being a pending order. Keyword is order and not charge. Unbilled charges have nothing to do with upgrade eligibility.

As for the second number and calling CS -- weekends = short staff + people calling all the time, you get long holds. While Verizon can have an upgrade 'blocked', there is no way to purposely do this. Past-dues would be customer driven and pending orders wouldn't happen at random. Otherwords, a change would have had to be done to cause this situation.

Your post stated there was an *attempt* with a confused Apple employee. Without having your account actually accessed, there is no record. Verizon isn't going to keep track of IVR dials, only calls that connected.

Supervisors don't take calls inbound calls, only calls if they've be escalated. That's a massive red flag. Calls won't be shared with customers, they're only for quality assurance. If QA was listening to that call, that "supervisor" would be fired immediately. 

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Re: Extremely rude interaction with a customer service manager from Verizon over the phone
a9x26j8i
Member

I had the same experience in Bellevue Square Verizon store on Feb 11st. I'm thinking about switching carrier seriously if this continues. 

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