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Customer Retention is a Joke!!!

I've been a long time Verizon user and fan. I use to hear so many stories about how great Verizon's customer service has been. Over the years of me being with them I've seen more and more complaints about how it has gone down the drain. Now I know that some people ask for a bit too much, and come in with too high an expectation. Verizon is a business, and they're all about profit, and the best way to keep profit up is buy retaining their customer. This means occassionally being understanding about the unexpected financial hardships that customers have to go through at times.

Recently my wife was hospitalized, and is currently disabled going on four months now. We've tried our best to make ends meet and keep things going. But we've come to a point where we've had to make some serious adjustments to our finances. I've always loved the services that Verizon has provided, and the last thing I would want to do is leave them. So I came to them asking if they could do a simple thing, which was to reduce our services from triple play to internet only. I have TWO verizon cell phones, so a landline isn't a necessity, and TV is a luxury. Our house needs internet as I do a great deal of my work from home, and my two kids need it for research on school projects and such. Instead of being understanding and making an exception, their RETENTION department (this is supposed to be the department that is instructed to do anything in their power to keep customers) begins to try and sell me on how my bill wouldn't be reduced very much (when I know for a fact I could bring my bill down over $100 if I reduce it to internet. She then begins to tell me that in order to reduce my subscription to internet only I would have to pay the early termination fee and would end up having to pay $475 to keep my service going (I'm already back paid over a month cause I can't keep up with the cost). I tried to explain to her that I still owe $1000 in rent that was due at the beginning of the month and it's now the 24th. I'm sure people come to them stating all these claims just to get out of a contract, but mine is real...and I would be happy to provide the paperwork regarding my disability if they ever needed such proof. I begged and pleaded for them to make an exception. The only response she could give me was that we signed a contract. Now $*%&!! I'm aware of that!! But when I agreed to it, I had no idea that this would happen. Had I...of course I wouldn't have agreed to the fact I wouldn't have signed up for all the services I did at the time!! It's not like I'm asking to cancel my account...I'm showing the desire to want to keep my loyalty to Verizon....and this is how they repay me?!? The "best she was able to do" was have some of our equipment returned to reduce the cost. Generally a retention department is a group that is able to do things above and beyond what I can do by logging into my account and returning equipment. There was absolutley no special consideration, or any work done above and beyond. I informed her as I am now that I will reduce my equipment as stated until I can find a suitable internet provider (as my house cannot go without it), at which time I will most certainly cancel my account. And they can get their fees back through a collection agency, or if by some miracle our finances get back to a point where we can pay it off.

I'm done with Verizon. I've given nothing but good reviews to friends and family about their service....but no more. I work IT...I talk to A LOT of people about technology and what is best and worst. I will absolutely give the worst comments and reviews towards Verizon from here on out. Good job Verizon, not only will you be losing a VERY long time commited customer, but you will lose every potential customer I have the chance to make my recommendations to. Thank you Verizon, for showing me your true colors, and how understanding you are NOT. Goodbye.

And yes. I will be spending the day going to various review sites and posting my disgusting experience with Verizon.

Re: Customer Retention is a Joke!!!
Khoros Partner
Khoros Partner

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Re: Customer Retention is a Joke!!!
Customer Service Rep

Hello luv2bchristy,

We have closed your private support case, due to you no longer responding. We ended up getting you in contact with our escalation specialist and have not heard from you since. Feel free to make a new post anytime you need our help.

- Jose_VZ