I called Verizon today after my service had been interrupted. I was calling because I made a payment and wanted to figure out why my service hadn't been restored. I spoke to 2 agents. The second agent I spoke with, handled my concern beautifully and she answered all of my questions. The FIRST agent, who is the reason I am writing this review was disrespectful, condescending, rude, insensitive, and unprofessional. All he did was disagree with me, talk over me, belittle me by speaking down on my financial situation, and THEN HUNG UP ON ME WHEN I ASKED *politely* to speak with someone else. His words, "No you can call back" and then he hung up!!! Extremely unprofessional, I'm glad these lines are recorded, so there is proof of his blatant disregard for consumers. And I hope that someone reaches out to me and apologizes to me sincerely because this is unacceptable. I have been saying for years Verizon employs the rudest people to interact and SERVE their customers. I am seriously considering switching to T-mobile. I would rather have spotty phone coverage with Tmobile and excellent customer service, than shelling out hundreds a month to Verizon to have to deal with agents like him.
I make calendars events for this reason. You know when your bills are due and you can also set up payment arrangements from your My Verizon or the IVR without having to speak to a person.
I'm not a he said she said person and dealing with customers after having jobs where I didn't has completely destroyed "the customer is always right" mindset I used to have. What I do know is if there is a way to avoid needing to call, take that path. Next time set up remimders to pay before the due date and use promise to pays when you need more time.
As the saying goes I wouldn't hold your breath waiting for a apologies won't happen or a real one they just ignore all complaint made some just laugh many just hang up one tech earlier sat silent for over thirty minutes I called on another phone told this rep at least six times the person had been silent thirty minutes plus gave the person's name the rep just ignore me I have had a supervisor silent for eight hours plus says it all I think. Lied to as well
maia94, this type of behavior and unprofessionalism is not tolerated at Verizon Wireless regarding the way the first representative treated you. Hanging up on a customer is not allowed regardless of the reason. We deeply apologize for this interaction and want to ensure the necessary reprimand/coaching is provided to the representative that hung up on you.
We appreciate your feedback and take this experience very seriously. Losing you as a customer is not something we want of course. We've sent you a private message so we may further assist regarding this matter. Thank you.
hang ups are never allowed????????????
I was just hung up by a "manager" kd who did nothing
hang ups are very common and some take joy in doing so
i'm still being lied to about several issues
Not tolerated? In my opinion, developed over the past two months since my Hotspot stopped working, its not just tolerated, its incentivized. Even Verizon's automated phone system hangs up on customers. Call the *611 number and ask to be "unlocked".
In most cases with any company, "Your call may be recorded for quality assurance" is a corporate-speak disclaimer for recording calls so you can't dispute what they told you. It used to be to help companies better develop customer service / improve their call "scripts" (help text) that are used by the reps, and managers would listen to random calls and use the experience to improve things. That's not very prevalent at most companies now, as the call centers have been in place for many years.
Unfortunately, the ability to actually make a complaint, and get someone to pay attention to it is very rare these days. If they pulled the call recording in response, I would be shocked.
Let me add to previous they record calls but yet if you make a claim they mysterious have no record i.e a manager told me on Tuesday I would get a credit not happened yet many excuses and lies to cover there backside and oops we have no record of this hmm how convenient and been told Wednesday it takes them 7 days to review calls in call was about 5 minutes long not a transfer to transfer hours long call just my opinion but if someone mouthed off made whatever action they'll find that call in seconds I bet but if it doesn't benefit them oops too bad