I am extremely upset! I just contacted the finance department regarding a modification to a payment agreement that I had set up and cancelled. First I spoke with someone by the name of Camille who informed me that I will be charged a fee to modify my payment arrangement. I explained to her that I could do it myself but that my app kept telling me that I had a current payment arrangement which I do not. And the reason why I know it was cancelled it's because it was set up for July 6th and the payment never came out, I never received a notification of the payment and I never received the confirmation of the payment. I asked to speak to a manager, a man by the name of Harry took the call are refused to give me information regarding escalations and or corporate. I asked for his boss he told me he was the only one there and there was no one else for me to speak with. The only reason why he transfer the call to his manager is because I told him I was going to request a copy of the recorded call. I spoke with Maria the manager who in turn told me that I never canceled my Arrangement and therefore I would have to have it done over the phone with an agent in charged the fee. I was placed on hold twice, what's by Harry for almost 15 minutes and then again for another 10 minutes. I was on the phone call for over 45 minutes just because I requested information for escalation. I have just switched over to Verizon from Sprint, Sprint was bad but I've never had this experience with customer service. I've only been with Verizon for 7 months now and have paid over $1,000 in bills and I can't even get information on corporate or escalations because I have a complaint. I also was promised my second phone would be free through a promotion when I switched and I'm still paying the lease on the second phone. Not only is it horrible customer service but it's just wrong and I'm very upset!
You messed up a payment arrangement, but want to blame Verizon for it. Nope, doesn't work that way.
If you do an arrangement and want to change it, only an agent in FS can change it for you. Compared to various fees other companies charge, $7 is on the low end.
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