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Good by Verizon!
Enthusiast - Level 2

Sorry, just had to get this off my chest.

Sorry Verizon, but its over. I'd say its me, but its you. I can't stand your poor customer service anymore, and I'm taking my business (and love) where its appreciated.

Aloha (Because it means goodbye and hello.)

I've been having tons of trouble with Verizon this week. I had speed issues, which were resolved, but in the process the agent I talked to upgrade my phone service to the highest package possible. Since I don't use my landline, I want to downgrade, but guess what? Multiple reps tell me I can't. Then, one tries to sell me the 7.1-15 mbps internet, without helping me with my phone problem. Verizon, don't push calls on customers who are frustrated. It's a great way to drive them to your competition.

Re: Good by Verizon!
Enthusiast - Level 2

I just now noticed I used the wrong word in the title. Woops. Stuff happens when I get frustrated. I need to preface this and say that I almost always use live chat. Anyways, here's my problem:

I moved into a new apartment, and somehow ordered the slowest speed internet package. I couldn't upgrade it through the website for some reason. No packages would show up if I tried to build a bundle, save for the ones I already had. Since I needed to change my service, this was an issue.

Rep 1: Seemed great. He saw the problem right away, and while he couldn't help, he did suggest that I try back on Monday, so I could talk to an account specialist.

Rep 2: I got back online Monday, and talked to a rep who was very unhelpful. She didn't have me try any of the potential solutions that Rep 1 had me do, and told me I HAD to call in order to get help. She also never offered to transfer me to an account specialist. I thanked her for her time, and closed the chat.

Rep 3: I started a new chat as soon as I got off with 2. Gilbert was great. He had me work through some potential solutions, and when nothing worked, he transfered me right away to Rep 4.

Rep 4: The account specialist was great, at first. While she couldn't get the packages to show up, she did put in an order for me, and got me higher speed internet.

          Unfortunately. she also changed my phone package to the $30 per month package. I don't use my phone. I have a cell phone, and that's all I need for the little bit of calling that I do. I noticed when I got a bill for the new service, which was ~30 dollars higher for the same service I had at my old apartment.

Rep 5: This rep was the worst of them all. She was very unhelpful, and I got the distinct impression that she really didn't care about me, the customer. Just for fun, I put in my old address (The one from a week ago) to get an idea of the price I should be paying. The most basic phone service, plus mid-range internet service came to abut 40$. She was adamant that there was no possible way to get service for the price the website was telling me. I offered to send her a screen shot, which she declined, and directed me to call 1-800-Verizon. I thanked her for her time, and closed the chat. I can't overstate the unhelpfulness of this rep. Just terrible.


Rep 6: She wasn't the most helpful, but she was a lot better than 5. She saw the problem, couldn't help, and told me that I should call 1-800-Verizon. She then suggested that I upgrade to the 7.1-15 mbps internet before I call. She said it would be the same price, even though I still have the order page up with my old address, and could see that it wasn't the same price.

For me, that was the last straw. I'm now being charged for a service that I neither use nor want. I wouldn't even get phone service, except for the fact that Verizon makes you get it for DSL service. I truly don't understand it. If I go to Comcast (which I will be doing,) they don't require me to buy TV service in order to get cable. I don't know why it's not the same way with Verizon. I would think that Verizon would make it easier for me to continue paying them, but apparently that's not how they operate.

One last word of advice to you, Verizon.

If I'm a frustrated customer, make sure my needs are met. Then you can ask me for more money. If you ask for more money, and THEN want to address my issues, then you've lost a customer.

Re: Good by Verizon!
Community Manager
Community Manager

Hi tavisc,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. 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: Good by Verizon!
Customer Service Rep

Due to response on your private support thread, it appears assistance is no longer required. We have closed the private thread out. If you need anything, feel free to make a new post.

- Jose_VZ