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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Tough to reach Verizon over the phone
anilchawla82
Member

Spent over 2.5 hours over the phone... long long wait time yet no solution to billing problem. I was assured in writing a price via mail and via chat as a confirmation but over the phone told different price! How to resolve it?  

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Re: Tough to reach Verizon over the phone
anilchawla82
Member

Here is the detail: 

So hard hard to reach customer service of Verizon.  It takes hours to get a live agent after hours of music. Once I planned to leave Verizon, I was suggested by a rep of verizon rep to change better good priced plan.  I requested her to send in writing the price as offered to me. She confirmed the price via email.  Then I reconfirmed it via chat.   Following day, I called for another issue and I was told that monthly bill be be $85 more than quoted earlier.  It took 1.5 hours to reach a customer rep. Then 30 minutes another to a supervisor.  Total time over the phone is 2.5 hours. Once I asked name of supervisor, she hung up.   after prior community spot, I got an email to file complaint to to Head office at new jersey by calling 1-800-779-2067 but this head office phone  prompts me to enter phone (does not accept) or case number which I do not have.  Any advice? 

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Re: Tough to reach Verizon over the phone
Tigerstep
Sr. Member

Pricing is pretty straight forward with the plans listed online. Doesn't matter what a rep says over the phone or chat, what matters is if the price matches what Verizon themselves set up.

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Re: Tough to reach Verizon over the phone
anilchawla82
Member

So what is the meaning of email confirmation and confirmation via chat by Verizon?   My family member got a new independent plan and I wanted to find best options. .  Because of poor service, I decided to leave Verizon,  Then rep over the phone convinced me to stay and offered best price.  She did over the phone and told that online display of change will take time.  online changes will take time.  I have a proof that she offered $105 and with taxes $112.  Then chat person also confirmed it.  I happened to call today for another issue and then I was told by nw rep to pay $85 more.  Finally supervisor told that she will agree $105 for 3 months but will not write any thing via email.  I asked her name, she hung up! Please listen the recording if it is may have been saved. 

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Re: Tough to reach Verizon over the phone
vzw_customer_support
Customer Support

We would be happy to review your account and plan and make sure you are getting the best value. We can also check for any discounts you should be getting to help lower your monthly bill! Please respond to the Private Note we are sending to get started. 

 

ScottD_VZW

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Re: Tough to reach Verizon over the phone
anilchawla82
Member

Please provide your email (Verizon email) where to send private response that I can provide evidences that how Verizon is trying to dupe. Thanks

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Re: Tough to reach Verizon over the phone
vzw_customer_support
Customer Support

We do not have an email address for you to contact us. Please reply to the Private Note so we can help!

 

ScottD_VZW

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Re: Tough to reach Verizon over the phone
VerizonWorstService
  1. I was on the phone with 7 different people and over 4 hours yesterday. Call and wait during customer service hours, typically the scheduled callback system brings you people you cannot understand. If you do not get help, ask to be transferred to another department and try again.
  2. It took 4 hours to get an order through and to escalate a failed BOGO offer I was promised in August. I just had to keep explaining myself until I finally ended up with someone competent. I was either rushed and not listened to, or simply could not understand the language or "system errors" on the agent's end.
  3. There are gems in Verizon's customer service team, it just takes digging through the burned out people. Some are just there for a paycheck.
  4. Keep trying and be positive. 
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