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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Another Awful Customer Service Experience
MissUnhappy
Enthusiast

I've been a Verizon customer for well over a decade.  I have a phone and additional jetpack line that I use for a WiFi hotspot.  The maximum 4G top speed allowance for my hotspot was 15GB per month .  I called and spoke with a Verizon agent to ask if changing to a current plan Get More Unlimited would get me the 30GB per  month for my hotspot for about the same price ($10 difference).  I was very clear that I was checking because the online caution stated that once I changed plans, changeback would not be allowed,.  After confirming that I would have 30GB with the new plan, I switched.  Last night, I receive an alert that my 15G top speed allowance was nearly used up.  I logged in to learn that the new plan was only applied to my phone and did not apply to my hotspot.  I was clear with the agent on the phone that I needed the additonal top speed data allowance because I was working from home and Verizon FIOS and home network were not available to me in my area.  Quickly, I hopped online for a chat.  The chat agent must have been busy and was slow to respond to my messages.  I've never been so upset.  The customer service was so horrible!  I was told that the 30G plan was not available for the hotspot and only the basic Unlimited Plan could be applied.  Oh, and she couldn't switch me back becuase I had a grandfathered plan.  Verizon treats it's customers so poorly!  The telephone agents don't provide accurate information and are so happy to to misrepresent what you are getting to sell the product.  I'm very disappointed in the lack of integrity displayed by the company.  

Re: Another Awful Customer Service Experience
vzw_customer_support
Customer Support

We're sorry to read about the experience you had with getting your plan changed by our agent. We were not clear on what the plan entailed. We would like to look at options for this situation. Please send us a private note. 

PedroM_VZW

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Re: Another Awful Customer Service Experience
Tigerstep
Specialist

Get more is a PHONE plan and was never advertised as a plan for Jetpacks. Dedicated hotspots like the Jetpack will always be 15GB 4G before throttling after regardless of what unlimited plan you have from 2017 on up.

The only way to add more 4G speed to a Jetpack is by purchasing a data boost for an extra $35 to get 5GB. 

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Re: Another Awful Customer Service Experience
MissUnhappy
Enthusiast

Tigerstep,

Kind of you to clarify.  The Verizon phone Rep should have provided the same courtesy to me and explained that clearly when I asked to switch plans because I wanted more hotspot data.  

That is the point of my post.  The dishonest representation in providing the switch and the poor customer service that follows.  

 

 

Re: Another Awful Customer Service Experience
MY4BOYSCAGC
Enthusiast

I AGREE I HAVE NEVER BEEN TREATED THIS WAY WHEN I WAS ((PAYING FOR ANYTHING)) THEY TELL U ONE THING & U GET CHARGED FOR ANOTHER‼️‼️‼️ PLZ READ MY REPLY ABOVE THIS ONE & YES I WAS CHARGED FOR WIFI & THEY HAD NOOOOOO CLUE FOR HOW LONG THIER SYSTEM WLD NOT SHOW THAT ((BUT LET IT B U OWE THEM $$$$ U WERE TOLD U “””DID NOT“”” & THEY WILL GO BACK YRS‼️‼️‼️‼️  

I DO NOT RECOMMEND VERIZON ANYMORE DUE TO THIER CUSTOMER SERVICE & HOW THEY TREAT U & NEVER HONOR THIER OWN EMP’S WRDS (U R 100% WRONG A LIER TO THEM AS WELL AS A NO-ONE UR $$$$$ MEANS NOTHING MUCH LESS U SERVICE W/THEM &,

YES I HAVE BEEN W/THEM JUST SHORT OF ((((( 15 yrs ))))) REALLY SAD TO BEEN TREATED THIS WAY,,, IF THE CEO/OWNER OF THIS CO. DOES NOT GET THE EMP PROB FIXED I C THIS CO. GOING UNDER FASTER THAN THEY EXPECT‼️‼️‼️‼️‼️‼️‼️‼️‼️ JMO BASED ON WHAT I HAVE HAD TO DEAL W/MY SELF TO “”TRY TO STAY W/THEM”” YRS AFTER I WAS TOLD TO LEAVE THEM ((EVEN BY SUM OF THIER OWN EMP’S)) THAT IS REALLY BAD COMING FROM THIER OWN PPL (U HAVE NOT BEEN DONE RITE/FAIR/U HAVE BEEN DONE DIRTY JUST LEAVE THIS TYPE CUST. SERVICE IS NOT WORTH ALL THE STRESS/DAMAGE THEY HAVE DONE TO (U) aka MYSELD VIA “SUM VW EMP’S” SHLD HAVE LISTENED TO THEM I’M SORRY TO THE HONEST EMP’S THAT TOLD ME TO MOVE ON & I DIDN’T FORGIVE ME (why did I not listen U KNEW BETTER THAN I)‼️jmo

TKS I AGREE W/UR POST & CLD SAY SOOOOOO MUCH MORE THAN I HAVE & MANY TIMES I HAD PPL W/ME LISTENING TO THE WHOLE CONVERSATION YET TO B TOLD I WAS A WRONG/A LIER/NOT TRUE/WE DO NOT DO THAT/YET “UR PPL SAY U DO”???? WOW WHO IS WHO‼️‼️‼️ 

Re: Another Awful Customer Service Experience
vzw_customer_support
Customer Support

We want you to have the best experience possible with us. I'm sorry to learn about what happened with your Verizon account, and I would like to review everything and make sure you're set up for success. So we can continue, please send a Private Note, thanks very much. 

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Re: Another Awful Customer Service Experience & lack of accountability!
Customer227
Enthusiast

That's why I also record every conversation with them, for quality service or lack there of. I share your frustrations! I've also been a customer for sometime, and have been paying almost $200 for my service (I only have one line) for a plan with premium data to prevent congestion during peak hours etc. With out explanations I have premium data but not premium access to it?

How is this legal? I was under the impression when we as customers signed a contract with Verizon, they were legally obligated to honor said contract and any changes would have to be renegotiated or agreed upon..?

I didn't go to law school. Are there any lawyers out there that know more about this?

 

 

Re: Another Awful Customer Service Experience & lack of accountability!
vzw_customer_support
Customer Support

Hi, there. We definitely want to make sure we're on the same page. What plan are you currently on? We would be glad to review how it works with you.

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Re: Another Awful Customer Service Experience
user_2419
Enthusiast

They are the worst.

I have never, not once ever had an easy experience doing anything with verizon.

They just stink. Website is always broken. Chat support never works. Account is locked in purgatory with "pending orders", phone support is confused and only tries to sell you new products.

It's a joke.

I've literally had better experiences with Comcast customer support, EVERY TIME, compared to trying to do ANYTHING with verizon.

My advice?

Switch to TMobile. TMobile is cheaper, it works in foreign countries without extra charge, their website actually works, and their customer support is actually helpful.


Verizon is an absolute joke. It's like they don't even try.

Broken website? Good enough.

Re: Another Awful Customer Service Experience
kh_jenn
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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