Is there not enough customer service reps to handle all the complaints

I have been a long time Verizon customer. I have home internet and wireless. I think you have excellent service all around. I will admit I have had a few issues over the years, but for the most part very happy. Since Feb. 19, 2014 I have had nothing but frustration with my wireless account. My daughter who was already a Verizon wireless customer wanted to save money by joining my family account. We went to your Chino Hills store and were told we needed an assumption of liability; which they could not do and we were given a number to call that would take care of this. Everything went well except email was wrong for me, but my daughter received one telling her as soon as I authorized the account it would be effective. Thursday morning I called to straighten out the email, but was told I could go online and find the document and approve. I received the confirmation, but since Wednesday my daughter’s phone could only receive calls. Do you know how terrible it is for a young person to not be able to text? Thursday evening my daughter calls Verizon for assistance and was told they could do nothing because she was not an authorized manager. Friday I called Verizon and was on the phone for over an hour and if my wife would not have come home in time I was told I could not add my daughter as an authorized manager. We got my daughter authorized and tech support over the phone fixed the issue for the texting without my daughter or her phone in my possession. A gentleman by the name of Aman out of Chicago was very helpful. I texted my daughter, but she was at work so I was not aware of the issue she could still only receive calls, but could not call out. Funny isn’t it, but I could add her line to the family account in the store. I do understand the security issues, but I think it has gotten out of hand. Her phone worked fine until she went on my account.
After all this I discovered I was qualified for a military discount. I decided to go to the Verizon store in Whittier on Washington and Lambert. Optimistically thinking I could get everything done instead of being on the phone for another hour or more. Well I was wrong. Tien is the manager and sent me to Elmer (removed). He said he can do nothing without the phone (odd but tech support can over my phone). I now ask him about the discount I was told I qualified for, and he says my wife who is the owner has to release the account, meaning we have to come back. As a result of all the running in circles with this company you could see how I am extremely frustrated. In addition now knowing that when I retired and lost my discount I didn’t need to release account. That was about 6 months ago. Also I was working for the Post Office and went to same store to apply for a discount and was not told she needed to release the account. That was approximately 2 ½ months ago. Never heard from them after that, but I don’t work for the Post office any longer. Also, I tried to remove the password for my account and was told it is mandatory to have password. I told Elmer that I have been a customer for a long time and that has not always been the case and his reply to me was that it has always been that way. I left the store and maybe you have been around, but you might want to check that out and I know you have the technology to find out how long I have been a customer. I hate to be lied to.
I believe a lot of the problem lies with communication; it seems every time I have an issue, there is a new policy. I know the frustration would not have happen if I was informed of policy changes and your employees didn’t assume we the customer are aware of all policy changes.
I went to Verizon store in Pico Rivera to activate my military discount; my wife wasn’t asked to release account. Once again I was there almost an hour due to new ways to verify my identity. I had my California drivers license and my DD214 (military separation papers) but that wasn’t good enough. Thank God my vehicle registration was accepted for validation.
My contract will be complete November 2014 at which time I am seriously considering changing wireless service. And what a process to complain, verizon email must have been toomuch too handle
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator

(removed) I don't facebook or any of the others. Maybe your happy to give in to verizon hassle full way to complain. I will be sending this by U. S. mail as that is the only way in their contact us page. I think is (removed) for one of the biggest carriers to treat loyal customers with 10+ years. It is like all companys these days only the new customers get the discounts. But thanks for the help.https://community.verizonwireless.com/thread/817810
Comment edited as required by the Terms of Service
Message was edited by: Admin Moderator

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I had the same exact thing happen to me. I can't believe the lies these customer service people are told to tell yiu

Customer Service Reps are wholly unqualified to serve customers

I have been dealing with several issues over the past few weeks and have been given false information on a number of occasions. I was double billed on my checking account asa result of this incompetence and the lead to believe I could upgrade my phone early up until the actual order was placed and then was told they would call me back and no return call was made. When I contacted customer service about these issues, I was basically told that there was nothing I could do about the situation and when I expressed a wont to switch to another carrier after having a Verizon phone for almost a decade, I was essentially told they were sorry to see me go. No attempt was made to keep my service in any way. It is concerning that I pay my bill on time every month and when I need assistance from customer service, I cannot trust the information I receive there because of being told several false pieces of information over the past several months on various occasions. Overall, I love my Verizon service but the customer support is completely unreliable and I cannot be trusted at this point to actually help me. It is completely worth an ETF to get away from this company as a service provider at this point. Unfortunately, I have to pay in order to get away from Verizon but at this point, I am not being given any other options by Verizon Customer Service. I have a feeling I will get no reply from Verizon regarding this because of their complete lack of respect for their customers and not sure if they will even leave this post on the forum but if so, I encourage anyone that has similar issues to reply so that Verizon sees that their customer service reps need to be better trained as a whole.

{please keep your posts courteous}
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Dear ______,
Thank you for contacting Best Buy Canada regarding Order #
We are sorry but when we tried to cancel the game in the order it doesn't work. When we tried to cancel it in second attempt it does, however your whole order got cancelled. We sincerely apologized for the inconvenience this has caused you.
We kindly ask you to place another order online for all the games in the order and we will adjust the price if there are changes. You can also call 1-866-237-8289 options 1, 1, 3, and 2. One of our representatives will happy to place an order for you.
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One of the items in the pre-order that you cancelled has been sold out online almost since it was made available (Fall Out 4: Pip-Boy Edition, Playstation 4). Now that you have cancelled the order I have no way of receiving this item. It is sold out in every location. How is this going to be fixed?
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Dear ____,
We have received your email regarding the stock availability of Fall Out 4: Pip-Boy Edition, Playstation 4 on Bestbuy.ca.
Our website does show this product as ‘Sold Out’. It is possible that we will receive more stock of this item however we are not sure when as there are no pending purchase orders through the vendor. As such, we are unable to provide any details as to when we may have stock available for online purchasing.
Our online inventory is pulled from different inventory than your local store, so provided the item is not a web only item, they may have available stock. Try using the store stock check (on the Product Detail Page) to view stock availability or contact your local store directly.
Thank you for choosing Bestbuy.ca
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.TA
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Consider me, a lost, long-time, customer.

Very sorry to hear about this !
If you haven't had a resolution to this matter over the weekend, please send me a private message with your order number and contact details. I'd be happy to escalate to our Customer Experience team here.
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