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What happened to Verizon's customer service?

I'd like to find out what happened to Verizon's once stellar customer service.  I have recently spent a week trying to get my family on the First Responder plan and purchase 3 new iPhone XS maxs. Three times a customer service representative was supposed to get further information and call me back and did not.  Eight days later, the BOGO offer had rolled off, making the offer null that Maurice had given because he was supposed to call me back when he came back in to work the next day. 

Today, I initiated a chat with an online representative to see about adding a landline and TV service to my plan for my mother-in-law.  The first rep I spoke to referred me to a phone number for part of the information regarding porting her phone number over. Then she passed me off to another rep for plan info.  That rep asked me to wait for 2-3 minutes while she read over the previous conversation to catch up.  Then after several minutes she asked if I wished to continue the chat because she had not heard from me. I reminded her that I was just waiting as she had asked. She then was unable to access my account information (I initially gave her my phone number by accident, but then corrected it to my husband's which I believe she typed incorrectly) she asked for the account number and I told her I did not have it with me at the time.  She was dismissive and I don't know if she went back and checked for errors or not.  At that point I just cut the chat off.

Overall, Verizon, our family has been with your company for at least 6 or 7 years now I believe.  When we came to you, your customer service was AMAZING!  Now hold times are unforgivable.  One evening, I spent ONE HOUR AND FIFTEEN MINUTES on hold trying to get through to anyone who could help me. There is never a time that one is able to call and get directly through to a human being.

Please tell me me who I may contact to voice my discouragement to.

Thank you.

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