I honestly get scared each time I have to call verizon. It is so weird how the representatives lie, make stuff up to get you off the phone, say they are scheduling a call back with someone which never really happens, put you on hold for more hours after finally getting through to them and all sound like they just memorized a script.
I am switching and cant wait never to have to call them again. I learned my lesson that sometimes a bigger company is not always best.
Maria128, we value your loyalty and we never want to see you go. Making sure you receive outstanding customer service support at all times is vital. allow us the opportunity to turn this experience around for you. Can you please share more details about your concern? How can we help you today?
I'll give you some perspective. Agents are scrutinized over every tiny thing they do. The places you call are inbound, not outbound where they cold call. They get yelled at for not being available if they call you back and your call ends up taking too long.
At your place of employment, would you be able to take 30+ mins off not doing the job you're being paid for (in their case, answering inbound calls) multiple times a day? Probably not. This is how it's treated, time off the clock you should be helping other customers. They also get punished every time someone calls back so it's a balance of which hurts stats the least.
Not the answer you wanted to hear, but this is what you don't see. Ironically the more people that leave, the less swamped the phone lines and the better the customer service becomes.
edit: No, you're not being hold for "more hours", that isn't a thing. The initial wait time are other customers taking space in queue. Time between departments would be caused by the same queue issue. A rep wouldn't directly place you on hold for hours. That would be grounds for termination.