Concerning Customer Support Practices

[usagiYuki]

I have a situation that I find quite concerning. I am moving to an area that Verizon does not service (FiOS internet) and I called today to have my service canceled. After traversing the automated messages I came to an indivual who seemed rather rude. After exaplining that and why I needed to disconnect my services she informed me she would "need to transfer me to the disconnect department". 

This is odd because all of the prompts I went through referenced my disconnecting my service and asking for the zip code of where I am moving to. Why would I be anywhere but the "disconnect department"?

After waiting for another 10 minutes I am greeted by another individual who seemed more enthused with her work and started gathering information to get my services disconnected. After an exchange of information she gave me a confirmation number {edited for privacy} before I had mentioned when I would actually need the service disconnected (July 7th).

She said I need to wait for "3-7 days before I move" to disconnect my service. This seemed odd to me and when I inquired she said, and I quote, "I know it's difficult for you to wrap your head around..."

Slightly phased, I acknowledged the comment and rushed to get off the phone.

This is highly unprofessional and I implore the proper steps be taken to find the recordings of this exchange for proper action to be taken. The last thing I expect when on the phone with a company such as Verizon is to have my intelligence insulted.

As well, is this time period of "3-7 days prior to moving" an actual time that I must wait before I can cancel my service? Today I have canceled two other services in reference to my move and had zero issues so I find this to be quite frustrating.

[ElizabethS]

Hello usagiYuki

This is a peer to peer support forum. For answers to your questions regarding cancellations, you will need to speak to someone at the Verizon business office.

[usagiYuki]

Could you escalate my issue to a Verizon agent?

[ElizabethS]

Your issue is not one that requires escalation. You have a disconnect date, and any questions regarding the process can only be answered by calling Verizon.

[_dot]

how about her question regarding having her intelligence insulted ? that seems like enough of an issue to warrant escalation! 

she stated "This is highly unprofessional and I implore the proper steps be taken to find the recordings of this exchange for proper action to be taken. The last thing I expect when on the phone with a company such as Verizon is to have my intelligence insulted."

at the very least, an apology is in order.........ideally, the rude reps' supervisor hears the recordings, retrains/ reprimands  the reps, finds the answers to her other questions, and contacts her to apologize and assure that the reps' behaviour  is NOT how verizon expects reps to treat customers, and answers her questions.

[ElizabethS]

Complaints of that nature need to be made through Verizon directly.

[_dot]

do you really think that the rude reps will actually connect her with the right dept to lodge her complaint against them? if i was her, i'd be begging you to put me in touch with that dept, which i guess you can't or won't do in this case...prob no big deal to her, but if she presses, can't you see what youu could do?

[ElizabethS]

Hello the_madscanner

A forum moderator’s job is to maintain the forum itself, so we are typically unable to access accounts or provide support information on an individual basis. We are also unable to provide phone numbers or department contacts within Verizon. For that type of information, you need to contact them directly.

Regards,
ElizabethS

[_dot]

got it, thanks for your reply!