Customer Service , verizon

Verizon does not have customer service. They have customer torture. They sell you products that do not work and then even after they take the product back, they continue to charge you for it. No one that answers a phone call knows what is going on and the technical people are no better. If you have any other choices save yourself a lot of hassle and go with any other company than verizon. I have never received such shoddy customer service from any other company.  I have never been lied to by so many people as the sales and customer service (lol) at verizon.

A couple of years ago I had difficulty with verizon regarding a VERIZON billing error which meant we had a valid credit due of several hundred dollars.  We had no luck resolving the issue and even had our account shut off for non-payment even though the accounts notes (verizon's notes showed the account was due the credit).  Finally out of desperation I contacted the State Corporation Commission and lodged a complaint against Verizon.  Much to my surprise the very next day a Verizon representative was on the phone (they called me) and correctly applied the credit to our account.  I worked with Verizon trying to come to a proper solution and was never properly treated during that time.  I ask you to remember we had a Verizon billing error -- not anything that was questionable or that we were unfairly requesting a refund for ---- the credit showed repeated in the representatives notes but was never applied to our bill.  Who knows or cares why.  Filing a complaint with the State Corporation Commission was SIMPLE and the result immediate.  That is my suggestion for a meaningful solution.

Similar Messages

  • Nightmare Customer Service Verizon - DAD cannot connect phone line after fiber installation

    Similar to other complaints I have seen online yet Verizon customer service reps deny they have ever heard of the problem.  After FIOS installation my ADT system stopped communicating.
    We had Verizon FIOS triple play installed last August (2012) after a summer long marketing campaign by Verizon.  Several trips to get it.   A dropped phone number transfer order and Verizon tried to issue me a new phone number ... that took several attempts to fix. 
    Sept 2012 Our ADT service calls us to inform us our monitored alarm system stopped communicating  since Aug ... I call ADT  -they say it was Verizons fault, but could come out and fix it for a fee.  It took months to getr back to Verizon
    I first spent almost an hour online last night with a Verizon rep who claimed it was not Verizon's fault - Claiming that all the tech had to do was deliver a phone signal to one jack.  I called Verizon customer service and wasted time with that rep also.  I asked hat a supervisor call and the rep could not confirm that a supervisor would even get back to me. 
    TERRIBLE CUSTOMER SERVICE - Time to cancel Verizon

    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".
    There 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.

  • Bravo Verizon Wireless: In Awe of the customer service I received for once

    I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
    But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
    Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
    Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
    Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
    I was greeted by my new favorite verizon employee Michael.
    I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
    Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
    He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
    I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
    While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
    I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
    I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
    Bravo. I was thoroughly impressed.

    I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
    But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
    Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
    Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
    Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
    I was greeted by my new favorite verizon employee Michael.
    I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
    Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
    He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
    I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
    While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
    I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
    I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
    Bravo. I was thoroughly impressed.

  • Anyone know how to contact anyone in Verizon headquarters?  Since I'm not getting anywhere with Customer Service

    I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014.  It involves an upgrade on one of our lines.  After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
    We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction.  But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
    We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s.  Within 24 hrs, the phone failed.  After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager.  The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon.  A CLAIM on a 24 hr old phone!!  A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store.  Within 2 weeks - issues began to occur with the replacement phone.  Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous.  If I billed Verizon for my time, perhaps the situation would have been resolved more quickly.  Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs.  We are talking at least 2x a month for the course of 5 1/2 months.  Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet. 
    Not once were we offered a new phone or replace the phone.  Not until today.  Replace the phone with the same phone that my daughter has grown to hate.  So basically a 3rd phone - same phone.  She is not interested in this phone any longer.  She dealt with this phone model for far too long.
    Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4.  So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost.  So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it.  Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits? 
    Every rep at the stores, every rep in tech support would provide a different reason for the issue.  Finally, tech support advised not to download apps.  WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS???  We are talking about a 20 yrs college student who attends school in another state.  Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store?  Once-ok  Twice-maybe  BUT for 5 months?
    She's not eligible for an upgrade.  She will be stuck with a phone that she had grown to hate.  And I with customer service which I've grown to hate. 
    Finally, The Edge.  Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge.  Each rep gave me 4 different information.  1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge.   2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter.  My son currently has an Iphone 5 and is eligible for the Edge early upgrade.  He would not have to return his Iphone 5 so my daughter could use it.  However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines.  3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1.  4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects. 
    After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone.  After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective.  She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade.  So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program.  Once again, we are the ones having to be inconvenienced and go thru all these steps.  Did I mention she is going to be studying abroad in Italy beginning Nov?  So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me.  Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition.  Do you see the irony in that? 
    I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon.  Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract.  No effort in customer retention what so ever.  That was a phone call on Thursday. 
    And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle.  I am not in the position to discuss hassle and time after 5 months of getting that with Verizon.  Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch.  It was my loyalty and satisfaction with Verizon that has kept me from switching all these years.  Something Verizon clearly does not appreciate. 
    So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers?  Where I am that I can trust what I'm being told?
    I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue. 
    On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service. 

    Jneklason wrote:
    ~snip~
    I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
    On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
    I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
    I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

  • I am a customer Verizon customer of over ten years...I am notgettingany assistance from the customer service department. Since September I am being charged for a Samsung phone that I returned based on the process that verizon has set.return the defective

    turn my phone to send Verizon wireless and those instead of the stuff found. I'm not in charge $600 for the for the phone. I'll talk to multiple customer service reps and nothing has really been done about anything other then we'll keep looking or so for stretching it out. since September I've been dealing with thison a month-to-month basis they cut my services they reinstate me and tell me that they're going to knock off the reconnection charge as I have four lines. Unfortunately my main reason for this phone is my work emails which I need to do because I do work and to contact my mother who is 85 years old and I'm the sole caregiver. I don't know what else to do. I have spoken to a supervisor  by the name of William or Will oats in that he said he was going to look into it and was going to help me out. Never heard from him again- just original email to quiet me down. I've been sending him emails just about every day trying to make sure that I get my message across. Seems like Verizon Wireless really doesn't care about the long-term customers. Looking forward to hearing from someone that can help me with my plight.process is faulty for returns. You don't accept them in the stores because as one customer service rep stated you can't get your own employees to send the devices back. Now the responsibilities is on the customer the paying customer the one that keeps you alive. And it's not fair that I there's no way I can prove that I put it in the mailbox. So what are my next stepswhat is it that I need to do to clear up this charge of $600. It's about economy as $600 to me at this very point it's a lot of money. I've been your customer for 10 years I've got four lines I've given will my mothers telephone number home number..number but now she's got to sit by the phone to make sure that she picks up all the calls. And nobody can hear what I have to sayand nobody has been able throughout all these months and check your notes check your notes to see how many times I've called how many time you cut my services how many times you reinstated me and how many times that I spent an hour and a half to two hours on the phone going through this process. I think the stress level is to know thqt I did exactly what you asked...I am now paying the price for your faulty process I'm all I'm asking is review my account tell me what I did wrong I follow your procedure so I don't understand....to top it off...my wife hasa per diem job...and she too is affected by loosing out on work leads...
    as you can see, the cel is no longer a commodity. It's a way of life.
    PLease se call me at -----just remembered....I don't have a service line.

    I have a similar problem with my fathers service, it wasns't $600 but what is rightfully your money, you deserve it back, I wrote this complaint on the Consumer Affairs website:
    In August 2014, my son went to Target to get a new cell phone and was told his Unlimited Data would still be on his plan (he shared a line on his grandfathers account). Well it turned out that Target messed it up and my son immediately called Verizon to get it taken care of but they were not able to do anything about the lost unlimited data but the customer service rep did try to find the best offer for him. In the mean time Verizon was suppose to send him a new cell phone, they never sent it and he was without a phone so he took his business to another cell provider. Verizon DID charge him for the new service that they had spoke about. So when the new bill (Sept) came, the service he never used was on the bill and when we called to inquire about it we spoke to a Judy and told us we would be receiving a credit of the amount that was paid. Well, we got the next months bill (Oct) and still no credit, so called them again and spoke to a Nadine ** . She looked into the account and saw the amount that was paid and said she would submit it again for a credit and she would get back to me in 2 days, no call back.
    The next bill (Nov) came and no credit again, call again but didn't get the girls name and she put me on hold to look over the previous conversations. She said she sees in the records about the credit and said it takes a while to get it thru the supervisor authorization and she would put it in as a "rush priority". On Dec. 5th my dad's cell was turned off, so I call yet again to Verizon, and explain the whole story to them again. This girl explained to me that the request was not put in correctly and that she would submit it right this time, they even turned the cell back on for him.
    So here we are today, Dec. 30, 2014, I get the bill...NO CREDIT, call up and get a gentleman in billing, explain this whole thing again and he transferred me over to customer service where I spoke to a Jordan and yet again told him the story. By this time I was fuming, 3 almost 4 months of calling for this credit and he looks into the account and tells me there is nothing that states there is a credit so all the other customer service reps see it but now it is gone. He said he can only issue me a $25 credit to the bill, not even close to what the bill was that I paid. At this point I wanted to speak to a Supervisor and even that was a problem.
    He did call me back after my phone died. He put me on hold again to speak to a supervisor himself and said that he can only offer me $100 credit for all my troubles for the past few months. I took the $100 credit because Jordan said if I spoke to the supervisor, the $100 credit might not be an offer anymore so it was either take it or leave it. Now where I stand, they get away with NOT giving the credit due to customers. I am done with Verizon.
    today being March 12, 2015, he FINALLY got the said $100 credit...but because of their delay, he service was shut off and I refuse to pay the reconnection fee due to their neglect of a customer of over ten years. My father's service will NO longer be with a place that has NO VALUE in customer service....Verizon robs their customers anyway they can.

  • Very fed up with Verizon Wireless customer service, wanting to cancel?

    Let me start by saying I've had Verizon since it was Bell Atlantic Mobile.  As a current customer I have 7 phones and a hotspot, my monthly billing is somewhere in the neighborhood of $600 a month, my service has never been turned off for non payment.  I know in today's wireless this doesn't make me a special customer, if anything just a good customer to have if you are lucky enough to have me.
    I only call into Verizon customer service when I need something.  Not want, not to complain, only need something.  Lets give some examples.  I received a $3,000 bill in the mail that had a ton of international LD charges on it.  So I call into Verizon because me nor my wife knows anyone in the Caribbean.  Not one to jump to judgement I politely called my wife first and asked if maybe she had a pool boy that went home to S. America that she was keeping in touch with, she assured me that she did not so then I called VZW.  It ended up being fraudulent activity that I spent a good deal of a day or so ensuring they were going to credit it off, and to VZ credit they did.  As annoying as that it, I understand that it happens.  Lets rewind to my previous phone call a month before this happen.
    I added my wife to my plan, and my rate actually remained the same with the new plan (we won't complained that obviously that means I was over-billed for maybe two to three years if I can add a line and the rate is the same) so I was happy.  What I wasn't happy about was when I added her onto my plan I saw my upgrade date had been moved from 22 mo (which is what I agreed too, signed for, and used too) to the full 24 mo.  Calling into VZ customer service I just wanted what was fair, the ability to upgrade at 22 mo.  After being told no, hung up on by a supervisor (accidentally I'm sure) while they "researched" my current, 7 line $500 a mo account, and then calling in a finally getting someone who gave a rip, they told me I would manually be allowed to upgrade but I would just have to call into customer service and not go into a store.  To me this was fair, but again a good hour wasted trying to receive what I deemed fair to myself.
    So, ff to after the $3k bill, which occurred after seeing my upgrade date changed, while my pregnant wife is out, and I'm at work I attempt to call her and I receive a fast busy on my cell.  I message her, same thing.  I log into my online account to see if I have forgotten to pay the bill and its paid, however I see my two devices has been changed from my i phones to some old Samsung phones.  Unfrigginbelievable.  Some one, some how, has swapped my phones with someone else phones.  Once again I check with my other lines to see if something happened accidentally, I was almost sure one of my sisters (one of the 7 lines) had went into a store and screwed up the account.  I called both (I own an ATT iphone as well) and neither has changed anything.  I then called VZ from my ATT phone and ask them WTH happened?  Being a former telecommunications rep I ask all the relevant questions (can you give me a location id where the change was made?  Was it online or a store? etc), after being blamed of changing it myself, I finally got my original phones turned back on for my wife and I.  However I then address the obvious with the representative, "honey your customer accounts are being hacked, and it's serious, I've been hit twice in three months."  Knowing this rep is on the bottom rung, will probably mention it to her supervisor who won't do anything about it, I also forward a suspicious text to VZ fraud dept as well.  While on the phone Im assure this won't happen again and for "safety and security" we changed my verification password.
    So lets count, we have my account hacked once and my phones swapped, we have my numbers hacked and used for LD calls to the tune of $3k, and we have me adding a line and seeing my upgrade date has changed.  This is from July to DEC 2013
    FF to 2014 Jan, my father is concern about his hotspot usage and would like to know why he keeps coming close to usage.  After explaining to my dad he shouldn't be using his ipad to view anything on NFLX he assures me he is not.  So I call in to verify what line is using up all the data usage on the account, when asked to verify my code, you know that code we assuredly had changed a few months earlier, Im told I need to go into a store and show ID.  Not sure about everyone else but I don't really like near a corporate VZ store, and secondly I can verify my SS, address on both accounts, all MTN's, when the phones were activated etc.  Yeah I just don't have the verification code that you guys supposedly changed after I requested a specific code since my account has been HACKED 2x in 6 mo.  Oh yeah, ALL I WANT IS USAGE ON MY ACCOUNT to see who's hogging the data.  Sigh.  After reasoning with the representative (and threatening to take the day off to escalate this up to the call center director if I need to so I can find out who is using up the most data) he gives me this information, and finally corrects my pass code.  I apologized to the rep because I know he's just doing his job, but at this point every time I need something simple from VZ it's an act of congress.
    So lets go to what is the final straw for me, my wife and I welcomed our first child into the world on Feb 7th.  On the day we took him home it was raining pretty bad and her phone dropped and basically became water damage, once I had time to call in I was simply going to upgrade my line (remember that promise to upgrade manually if I call customer service) and switch my phone to hers.  Well I call in an after not finding the note (on hold 15 mins, then once the nice young lady came on line she had me on hold for maybe another 5, and her advising me of all she couldn't do), they finally locate the note that I am allowed to upgrade and bill my phone to my account EXCEPT an iphone.  Not to sound like a pretentious apple whore but everything I use is aapl.  Two laptops, one desktop, 3 iphones, 2 ipads, 2 ipods and a partridge in a iphone tree.  Yeah Im that guy.  At this point I tell her (VZ customer service rep) of my last 6 mo. with VZ and at this point, Im beyond frustrated.  My wife needs a phone and Im supposedly allowed to upgrade yet again VZ is telling me what they can't do.  Im not asking for a free phone, I just wanted to pay for a 64gb, iphone 5s, and switch my existing phone over to my wife number.
    I ask the representative to just take ownership of this, I cannot spend hours on the phone with VZ every time I call in.  At this point I wanted one of two things, either allow me to upgrade my phone line or just zero out the contracts on these two lines and allow me to leave.  I have been more than patient and understanding with VZ.  At this point I believe any rational objective person can agree,  VZ and I need to break up at this point. Even the representative is in a bit of disbelief, she assures me she or someone will call me last night. 
    Well now it's today.  Ball is in your court VZ.  Im a good day away from buying the domain, www.VerizonETFclassaction.com, tweeting it at you, making it a comment page until some ambulance chasing attorney decides to make it a class action case.  I couldn't care less about the money as much as Im demanding FAIR customer service to customers like myself that dealing with your nonchalant bullying.  So I ask you, what do you think is fair at this point?  Contact me directly.  Thanks.

    Well that's several minutes of my life reading this long post that I'll never get back....
    I'll explain somethings to you. 1...This is not a direct message board to a vzw rep or higher who will read your post. 2. Yes, although things that happened to you are unfortunate, YOU have to take ownership of your account. Verizon does not babysit accounts. 3. Also due to high cases of fraud vzw does not allow I phones to billed to consumer (and possibly business) accounts. I never understood why cell phone carriers allowed phones to be billed to the account anyway. If you want or need the phone that bad pay for it like any other customer. If you can't do that and want to "break up" over it, be my guest. However any lines still under contract will be subject to a valid etf owed by yourself. 4. It was well publicized that upgrade dates would be changed going forward from date of said announcement. This was in bill notifications and print media. It's not Verizon fault that you may not receive a paper bill however if you log in your account you can regular see notifications.
    congrats on the baby, sorry for the wet phone (again not a vzw issue)
    See a pattern here?

  • Could anyone show me how to file a complaint with Verizon Customer Service?

    I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
    Here is the story, so that you can understand the reason why I would like to file a complaint;
    My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
    This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full".  I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
    Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so  ALL my pictures, ringtones, and videos were erased.
    Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
    What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
    I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

    Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
    Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
    Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
    You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

  • Bad experience with Verizon Fios Internet and Customer Service

    I had an extremely bad experience with Verizon Fios Internet service and I will never use Verizon again. 
    In August 2014, I called and installed the Verizon Fios Internet and phone bundle. I asked the customer agent several times if I will be charged anything before the installation of the Internet and phone service. She said, 'No, we will only start charging after the Internet and phone are installed at your apartment'. I went to the store and picked up the router and phone and installed it at home by myself. The router did not work. I called Tech support and they said it will take several days for another available agent to come and look into the issue. I decided to discontinue the service and closed the account that same night.
    At the end of the month, I received a bill of $80 of activation fee for the internet service. Nothing was ever activated, my internet router did not work, and I got charged an activation fee for a service that I did not even start using. From August to December, I called customer service over 10 times and some of them said they will waive it while the others said it's a non-refundable activation fee. One lady said, 'Ma'am, the activation fee starts when you placed the order, the warehouse received it and packed the router in the boxes....' Isn't that ridiculous? If that's the case, please ask all your customer representative to say a clause before new customers open their account: Are you aware that you will be charged a non-refundable activation fee once you open the account regardless of whether or not you use the service or not. 
    So after 3 months (November 2014), I decided to get out of all these troubles and paid off my $80 activation fee. They put the bill in the collection agency and I called them and paid the overdue balance. Then in December 2014, I received a statement saying I have a $3.11 overdue balance. The collection agency told me that they will charge me for the whole activation fee and a $3 transaction fee for the transaction. So now Verizon came back and said I owed them the $3 because I paid the collection agency their transaction fee. 
    I am very disappointed and furious about the whole Verizon operating system. Charging a customer for an activation fee for a service s/he has not consumed or used does not make any business sense. In addition, they do not know how to coordinate with the collection agency on overdue bills. Give the customer a heads-up that they will be charged a transaction fee on top of the overdue balance, and that transaction fee does not count towards clearing the balance. 
    I have completely lost my confidence in Verizon albeit the many good feedback from my friends. 

    Hi crystallau52,
    Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

  • Switching to Comcast: Verizon has given me the WORST customer service over the past 7 days.

    I've been a loyal Verizon customer for more than 2 years. Last week, I called to transfer my service to a new address. The phone call went well, and I was promised that a technician would come the next day. After ending the call, I found out that was a lie. It would actually be 7 days later. I called back to change the date, and was told that a new order would be submitted, but since it was a Friday evening, someone would call me on Monday to confirm an installation date/time. No call came. I called again today and was told that the customer service rep would call me back in 15 minutes. That was a lie. He did not. I finally got someone on the phone, and SURPRISE! I learned that there was NEVER an order for my new service. And, no technician would be available for 7 days.  This is deplorable and shameful customer service. Several lies, no follow-up when promised, and a seeming inability to get service installed for a long-time customer. 
    I went to Comcast's website and within 7 minutes, I was able to sign up for new service and schedule an appointment within 48 hours. Take a lesson, Verizon. 

    Hi,
    I recently moved also, and i received a confirmation for my order saying that I would have a technican to install on Saturday July 5th from 8 t0 9am. I called multiple times before July 5th to see if there was any available slot for a sooner instalatlion, but unfortunately nothing. The multiple representatives I spoke to said that my order was confirmed, and a technician will be there on July 5th. Surprisingly, I received no call from anyone saying the installer would not be able to make it, or about the appointment being postponed. I went into work late, and still did not have Verizon triple play installed. I spoke to customer care, and was told after waiting about 45 minutes that the representative will call me back, since she could not reach to the technician.
    Later that day my sister spoke to a representative, while I was at work, to see what the resolution was to the previous call. The representative she spoke to stated there was no technician assigned, and the dispatch center was not responding. So she will put a note on the account, for service to be installed on July 6th. The window was from 8am to 10am. I have still not had a technician come to my house and it is July 6th 11:40. I called to follow up on the appointment, but I was informed that the appointment is now scheduled for Monday July 7th from 8 am to 12pm. I did not authorize any changes to this appointment, and defiantely did not get any call or email stating there will be some changes. The representative informed me that a manager named Felipe authorized the technician to not show up for the appointment today, and just go tomorrow. This was not even told me to me, so i can make adjustments to my daily schedule. Does Verizon expect people to be available when their technicians are available to work? There is no professionalism going on here. Timeliness and accurate information is not something Verizon understands clearly. 
    I would like a reason as to why this is happening, and when I will be a satisfied customer? I have had no complaints with Verizon prior to this, and NEVER received such horrible customer service. This is totally unacceptable. Verizon has horrible customer service, and I will no be recommending anyone to get Verizon Fios. My sister has 4 lines with Verizon, that she will be cancelling due to this horrible experience, and my family members that recommended Verizon to me will all be leaving if there is no resolution to this. This is highly unacceptable. 

  • Verizon Reception and Customer Service On Extreme Decline

    My husband has been a loyal Verizon customer for almost a decade and I was on Tmobile several years back.  He told me that Verizon was great and it was true...3 years ago, and so I decided to cancel my Tmobile service and join Verizon....even though it was much more expensive.  Verizon use to be known as the more expensive, but much better quality and reception carrier...(e.g. "Can you hear me now?" commercials, which funny, have now dropped off the face of the earth).   So we both had been on Verizon and been paying an arm and a leg and of course, we buy their phones, which come with these limited warranties and essentially stop working before the contract term is up, you end up renewing your contract.  We had no problem with doing this and I was able to get an IPhone 4S before the IPhone 5 came out.  That was middle of last year, and we had noticed the service was starting to go bad, but the people at the Corporate Verizon Store told me they were working on it and it would get better.  So I signed on the dotted line...and little did I know because I got another phone, the people at the store decided to add some "third phantom line" I didn't even know about so my bill jumped!  So we have two phones and are paying for three!  My bill runs for two phones with limited data and minutes to around $170.00-$190.00...which is fine if the service was worth anything.  But the service has just been going down the drain!  My calls get dropped, they go in and out, my emails don't load, the internet doesn't work half the time and my husband pretty much completely can't use his phone - he can't ever get any emails and never has reception.  I have to leave him voicemails or text him to call me because his phone always just goes straight to v/m.   So, we were pretty much fed up - we wanted to stick it out because my husband had been such a long time customer and we were hoping things with get better, but they didnt.  My husband was always telling me how great customer service was, and if you call them they will take care of you...but I don't know how they could make the service better. 
    But anyways, we call trying to see what the termination fee was and wow...$300+ for each line including a line no one told me they added on?  Seems like fraud.  So I googled it and apparently this was a big issues with Verizon doubling cancellation fees - how can they get away with this?  They said it goes down $10 for every month up until the day the contract terminates and even if you cancel a day before it would be over $100...So we were looking at $900+ to terminate!  Okay, fine, so seems like we are stuck apparently.  Funny, because when I went in 2012 to get a new phone, I explicitly asked if there was anything different (my friends who HAD verizon told me to be careful because Verizon is getting worse and worse and really sneaky) and they guy failed to mention that they doubled the cancellation fee...misrepresentation?  So we said fine, if we are stuck with awful service for a few more years, well we don't want to pay a premium for bad service (in fact, we were thinking to just get another phone with someone else in the mean time because we both need the phones and data packages for our work in Corporate America)...and we were paying $168 and the lady told us she can drop us down to $175...um...wait you are trying to upsell me?  I know how much I pay each month.  Unreal.  And the lady at customer service was literally arguing with us.  It was unreal!  What happened Verizon??  I was really taken aback and we kept asking to talk to a supervisor because she was so unprofessional and rude and clearly trying to rip us off and she kept refusing for 30 minutes...Its been almost 2 hours on the phone with them and they said okay, we'll try to give you a tiny bit of credit and oh yeah, it takes 5 minutes to load one page on the internet and your calls get dropped and your email doesnt work?  Too bad, wait out your contract....I will be sure to tell all my friends and family members just how awful Verizon has become because I am just beyond disappointed.

    1. Verizon doesn't make any phones, the warranty comes from the manufacture. It is a one year limited waranty, same as ANY electronic device (hard drive, monitor, usb etc etc)
    you bought a subsizied phone, you didnt pay full price that is why there is an ETF..it is not some trick or scam, it is common sense. (removed)
    2. verizon ad campaigns change, watch the superbowl last year there was a can you hear me now commercial.
    3. verizon invests more into its network than all the other carriers combined every year. Not every area will get the same service, some carriers are stronger than others.. what city do you live in?
    4. you pay for service, you get service. there is no loyalty here.
    5. where do you calls drop? have you tried marking them and putting in a ticket?
    6. where does your data drop, email not loading? are you indoors when this happens?
    7. Where is your husband when you call him and and it goes to VM, does he turn his phone off when he is at work?
    Comment edited as required by the Terms of Service.
    Message was edited by: Admin Moderator

  • Verizon sales associates and or customer service personnel practice deceitful behavior in order to eliminate unlimited plans in any way they can..

    I called up customer service n order to shut off one of my lines as a disciplinary action towards one of my children. I'm sure its a fairly common event. As I was completing this task, the representative advised me that instead of paying the data plan at 30.00 dollars a month, I should shut off the data for the duration of this lines shut down. Well that was very nice indeed! here my company is trying to say me money. after all, I'm not using the line, why should I pay for data that I would not be using.. Okay! That's great!!! Thank you very much. You see, I had told them I was taking it down for 3 or 4 months so my child could raise their grades and prove their ability to graduate high school. At that point I would turn it back on. So great! The line is off and I'm not paying data! Only thing that is affected is the length of the contract. It would be extended the same amount of time as the phone line was of.. This is reasonable.
    FAST FORWARD! My daughter graduates with HONORS!!! Yes I'm proud of her. So first things first. She did as she was told. She get her phone back! Now I go and turn on the line and find afterward that my once unlimited plan for that phone will now be charged at 2 gigs per month and Verizon has thrown out my unlimited data package on this phone line! I ask why. They state that since I choose to voluntarily shut off the data package, I forfeited my grandfathered unlimited package on this line. I also was told that since the line was shut off for more than 60 days that they would not restore my plan based on the fact that I voluntarily shut it off and canceled my data package for this line.  Okay! That's great!!! Thank you very much.Sound familiar? The nice representative who was saving me money every month never told me I would loose my unlimited data package if I shut off my data after I suspended my line need less to say, ON THEIR ADVISE!!!  So as far as I'm concerned, the representative was just following the call from above to do what ever they had to in order to get rid of unlimited data lines. After all, Verizon sold millions of data ready phone knowing full well that their infer-structure couldn't handle the mass influx of data being pull in by happy unlimited data customers!! So one on the most powerful communication companies on the planet has turned to lies and deceit and misleading tactics to get back any little bit of operating space in their systems, no matter what it costs their  customers. After all why should Verizon have to pay for upgrades.How will they ever survive!! How you ask?!?!? Why it's simple. Put the cost back on their own customers. After all, If they want good service make them pay for it. If they don't pay enough ( myself 310.00 a month average for 3 lines!) then hell, charge them more!
    I was lied to and misled by a Verizon representative. They cancelled my unlimited data package with out explaining that if i did cancel it at that time i would not get it back! this all after I questioned the fact that I was concerned about losing the package. I was assured EVERYTHING WAS OK AND IT WOULD NOT BE A PROBLEM.
    I filed a complaint with customer service on 6/2/12 concerning this matter and was told that it would take up to 14 days for this to be reviewed and at that time I would be contacted by a manager involved it this type of problem. So today 6/12/12 , after waiting 11 days decided to call and see how this process was coming along. Come to find out, my dispute was denied on 6 /5/12 because I voluntarily shut off the data package and the line was off for more that 60 days. these two things were never told to me when I questioned their recommendations to save me money. Also when i filed the complaint on 6/2/12 i ask the rep if she was writing down my side of this story so they would know why i was not happy about all of this.. her answer, NO.What i had to say wasn't relevant to her peaceful afternoon now that i had called up and ruined any chance of a quiet spell I assume.
    With all these considerations I formally request that Verizon restore the unlimited package to this line. THAT WOULD ONLY BE A FAIR SOLUTION SINCE I WAS RAILROADED OUT OF IT BY A DECEITFUL EMPLOYEE!
    That said, I will be filing a complaint with the BBB and also posting this story wherever relevant around the world wide web.I'm an Honest person but don't cheat me out of what I have. when I'm right I know it. this is not right. please make it right. 
    I am saving a copy of this letter just in case there is an accident and this post is mistakenly deleted.  That way I can restore it so as to warn other customers  or even better, future customers to be aware that they to  may run into problems with their account if they take the friendly advise  of the representatives they are supposed  trust with their accounts!!

    $310 a month for 3 lines? Wow. How the heck?

  • How can I get some help with Verizon's customer service?

    I want to preface this by stating that this is the first time in the 10 years in which I've been a Verizon wireless customer, that I've had a problem that cannot be resolved to my satisfaction.  My issue started with a Verizon Wireless Stores in Bethlehem, PA.  I asked one of the sales clerks for some assistance (which I now regret).  My question to her was that I simply wanted to be able to connect my home laptop computer to the internet data on my mobile plan. Without even discussing the different options, I was "told" I needed to purchase a Mobile Hotspot Device (for $69.99, but just $20 after rebate!).  I told the clerk I didn't want to have to pay an additional bill every month and didn't want something that wasn't absolutely necessary.  She neglected to give me the more costly details, like the fact that it would require a 2 year contract on the device, and it would also cost me an additional $20 per month.  She knew I wasn't really sure what the most cost-effective option was, so I trusted her knowledge.  I even had my husband speak to her over the phone about the device, since he's more savvy about technology than I am.  The clerk spoke with him the entire time she completed my transaction, and when she rang the sale up, she did not have me sign anything.  She handed me the receipts, and told me I had 14 days to decide If I wanted to keep the device.  When I got home and tried to use it, it would not connect to my computer.  I took it to a local Verizon store on my lunch break one day and they looked into the transaction.  They told me it was never put on my account; it was charged to someone else's account in error.  I had to go back to the store where I originally purchased it.  I wasn't able to get back to the original store right away, but I made sure to get there by the 14th day.  It took two store managers to look at my account and figure out the error.  They fixed it, but no one apologized to me for the inconvenience; they simply told me they could activate the device for me, or if I didn't want it any more, they would take it back (minus the $35 restocking fee). I took issue with the restock fee, because the store made the error by not giving me the full information at time of purchase, and then not charging it to my account so that I could try it out for 14 days.  I was very upset that the manager refused to remove the restocking fee due to "policy" and that I "signed a contract" and I had to pay it.  I argued that she should make an exception in this case, because I was inconvenienced.  I told her if she valued my future business at her store, she would reconsider.  She refused to budge and told me that I didn't need to shop in her store any more.  I thought that was quite rude and insulting. So, I took all of my original receipts, along with the receipt that indicated that she refunded the $69.99 plus tax (minus the $35 restock fee).  I left the store quite upset, but figured there wasn't much else I could say to her. Meanwhile, it's days later and my bill still shows the entire amount of $74 for the mobile hot spot device still on there.  There is no credit for the return at all.  I called customer service on my lunch break yesterday, and was on the phone for 45 min with a "Kendra R" to no avail.  The entire call, she kept putting me on hold, and my bill was still not straightened out. When I asked to speak with a supervisor or manager, she said there was no one else available.  Later that afternoon, I got an automated call (that left a voice message) from Verizon Customer Service to do a survey on my customer service experience.  I did the survey and explained that my problem was not resolved and I would like a call back.  No one has called me back yet, and I am stuck with no resolution to my problem.  Now the Verizon store has the device back, and I still have the entire amount for it on my bill.  Can you help me please?

    Nope, it was a Verizon Wireless Store.  I went in there in the first place because I trusted the Company for their professionalism, but I've been let down badly.  I posted my story on here because I'm hoping to be able to get the attention of someone from Customer Service.  It seems like the only way you can actually speak with a live person who knows what they are doing, is when you stop paying your bill on time.  After you pay your bill, they transfer you to a poorly trained "rep" that has no authority to handle anything important. I'm actually a pretty patient person, but when it takes someone over 45 min mostly just to keep me on hold, and then tell me they can't help me, I'm not really impressed with their idea of customer service.

  • Verizon Customer Service - Impersonal, scripted, unhelpful.

    This email correspondence began because this is the 2nd time in 4 years that my service as degraded at my house for some unknown reason and in both cases, Verizon has been unwilling to do anything to help resolve that situation. I had good coverage in both of these locations initially but then something happened on Verizon's end that degraded the service. This is my attempt at getting some kind of resolution.
    I'm not sure of this but in my current location, 4g service seems to be just fine but I have a 3g phone and have no need to upgrade to 4g and I don't want to be forced to have to upgrade two handsets just because the 3g service is degraded. Could this be on purpose? According to Verizon 3g and 4g should be the same.
    By the way, my repeated request for escalation to upper management was ignored.
    In any case, I'm posting this so others can see that VZW is a mail order phone company that has no personal interest in customer communication. Customer service is entirely script driven as you will see by the over use of "I'm delighted to help you" "I'm deeply sorry for...". This is not at all sincere as VZW was delighted to close the call without a resolution and happy for me to take a survey because they are "always looking to provide a better experience for our customers".
    Perhaps other carriers are just as bad, but after 4 years of being treated like the lucky person who gets to use VZW, I'm going to find out first hand by moving to another carrier in July when my contract expires.
    I'm sure some will see this as simply an unreasonable customer demand being handled by skilled customer service reps... until you call with a legitimate complaint. Then you will understand.
    My original message Sent: Sun Feb 12 03:41:19 MST 2012:
    Message Body: Please forward this email to someone in upper management. I have been a customer for 4yrs and have been paying nearly $200/mo for phone coverage and have HAD to upgrade my phones several times in order to try to get better service. Since 2010 I have had very poor phone performance and had to buy a network extender (non 3g) in August of 2010 just to receive phone calls in an area that was supposed to have good coverage. I found out only 2months later a 3g version of the network extender had been released. I was told there was NO 3g network extender when I purchased the one I did. I can't imagine no one at Verizon knew this. Last year, I have moved to another location and finally freed myself of the Network Extender until about 4 months ago when the service began to degrade. I was told by CSR I 'should' have good connectivity. The service has become so poor now that I often see missed calls, and voice mails when the phone never rang. I drug out the old network extender just to be able to receive calls again and I found I can no longer receive MMS texts. After calling CS I found it's because it is not 3g and was advised to upgrade to a 4G phone. My wifes' contract ends in July 2012 and mine has already expired.
    I'm growing weary of this dance with Upgrade-degraded service service loop. My phones are 3G. I am happy with the performance when I can get coverage. I work from home and use my phone often from home. PLEASE, don't make me pay for another network extender. Send me a 3G network extender so I can use my phones. I have been a faithful customer for 4 years and all 3 of my kids are also customers. We want to stay with VZW but am forced to look for alternate Solutions. I have friends that come over to my house and show me their AT&T 3g Iphones with full coverage. It's very tempting to switch.
    PLEASE RESPOND BY EMAIL because of lack of coverage.
    VZW Response On 02/14/12 12:28 - 2 days later:
    (Things to notice: Non-personal, scripted response that completely ignores the clear message that I no longer am willing to upgrade.)
    Good afternoon David,
    My name is Ariel and I am sorry to hear about the issues you have been experiencing with your service. I will be more than happy to assist you with forwarded your email to management today. I have forwarded your email to management. I also recommend contacting our Technical Support team at 800-922-0204 so we can do troubleshooting in your area
    and to make sure the Network Extender will fix this issue. We may be able to fix the service in the area if it worked before.
    I am delighted to inform you that your line ending in -xxxx is eligible to receive promotional pricing on a new wireless device. When participating in our Equipment Upgrade Program, the discounted price is contingent upon you accepting a two year Customer Agreement. To view your promotional pricing and to process your order, please sign
    in to "My Verizon" on www.verizonwireless.com using your Account Owner Number and password. Next, click on the "Upgrade" icon located under "Device" in the "I Want To" section at the bottom of your home page and follow the instructions provided.
    You also have the following options to process your order:
    1. Complete the upgrade process by visiting a local Verizon Wireless store. To obtain a list of stores in your area, please click on the following link, which will direct you to the "Store Locator" page of our website:
    www.verizonwireless.com/storelocator
    2. Call Customer Service at 800-922-0204 or by dialing *611 (Send) airtime free from your wireless device. Regular delivery time is three to five days.
    3. Call me directly at xxx-xxx-xxxx ext xxxx and I can get your new phones sent out with overnight shipping for free!
    Based on your equipment history, I recommend that you upgrade this line to the Motorola DROID 3 for $149.99 (after $50 New Every Two). The retail price of this phone is $459.99, however; due to your loyalty and additional discounts, you will save $260 on this device! The NE2 and Annual Upgrade programs have been retired since the
    beginning of 2011. You will not be eligible for these programs after you upgrade.
    I also wanted to let you know that I performed a quick analysis of your account and I found you have the best calling plan and features for your wireless needs.
    If you would like to perform an analysis of your account, you may go to www.verizonwireless.com and log into the "My Verizon" account attached to the account owner. After you have successfully logged in, you may select "More Actions" link under the "I Want To..." section of the homepage. The "Run Account Analysis" option will be under "Plan."
    David, I appreciate you allowing me to assist you with forwarding your email. Again, I recommend also contacting Technical Support to ensure the Network Extender is the correct path. Feel free to reply to this email if you have any other questions or concerns regarding your account. Thank you for your time and for being a part of the Verizon
    Wireless family since 2008.
    Have a great day!
    Sincerely,
    Ariel
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Tue Feb 14 13:48:18 MST 2012:
    Ariel,
    I did contact technical support which is why I opened this email correspondence. They did the same thing, recommending I pay more money in hopes of finally getting decent service. If you were me, you would understand why that is not only the wrong path but insulting. How many years of buying new equipment while still receiving consistently poor service would should I endure? It's been 2 years already. Giving another several hundred dollars for another set of device upgrades as I have already been doing? No. I think it's time VZW gave me $150/mo worth of good service first. Look at my usage on both phone and it's clear VZW is benefiting and I'm not. My phones are nothing more then cordless extensions with wifi. Texting is intermittent, MMS only works if I turn off the wifi, stand in the right corner of the room, get the text after many retries and then turn the wifi back on, data is wifi only. We can hardly use our 3G phones at home where we spend the majority of our time since we both work from home. I will be seriously considering an alternate carrier if this continues until July. You have my address, you can check if there is a 3G coverage problem in my area. If there is (or isn't) then VZW can provide the appropriate devices/solution as a customer service. I'm tired of paying to test faulty equipment.
    Very frustrated,
    David Ford
    VZW Response On 02/16/12 16:19 - 2 days later:
    (Things to notice: Different CSR, ignores email about trying to call because I'm not receiving phone calls reliably, wants me to call and "discuss". In other words, as you will see later, WE ARE NOT GOING TO GIVE YOU ANYTHING.)
    Hello David ,
    My name is Clyde. I was sorry to learn of all the issues that you are having with your service. I can definitely assist you with your concern. Please call me at xxx-xxx--xxxx ext. xxxx, and I will be glad to go over your options. I will provide additional information below in this email.
    I attempted to reach you on 02/16/2012, and did leave a message. I was able to see that you form your previous emails, that you are interested in getting a free Network Extender. When you call me, we can discuss your options for the 3G Extender.
    In closing, I was glad to give you my number, so that we can discuss your options for the 3G Network Extender from Verizon Wireless. It was a privilege to serve you! Should you have additional questions, please call me at xxx-xxx-xxxx ext.xxxx, or reply to this email. Thank you for choosing Verizon Wireless!
    Respectfully,
    Clyde
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Thu Feb 16 19:09:01 MST 2012 :
    Clyde,
    I mentioned in my email to please correspond by email as I often miss calls. I can tell by your super positive response that you are going to offer me discounts against purchasing more equipment. I don't know if this is a Verizon programming thing, but discounts are not savings when you are forced to have to make a purchase. I'm only hope the government doesn't catch on to this. "What, you don't like paying 85% tax? You still save 15%!". Perhaps I can Verizon-speak my dilemma. In July my contract ends and I stop paying Verizon $152.00+ a month for service. Sooo... If you send me a 3G wireless extender and that solves my coverage problems, I'll continue to pay Verizon $152.00+ per month. Over one year that will be more the 7 TIMES THE VALUE OF THE ROUTER!!!! And the "savings" will continue on as long as I'm a happy customer. Isn't that a bargain?
    I'm not meaning to be factious but offering me a discount is like a crappy restaurant offering coupons for a free meal to compensate for the crummy food and poor service.
    Please, if FREE is on the table then I will gladly call you to discuss. Otherwise, hasta Julio (until July). Thanks for at least contacting me,
    David
    VZW Response 02/20/12 09:25 - 4 days later:
    (Things to notice: 4 days later because of "higher then normal call volumes, yet it only took one day, see the end, to send a case closed email. No offer of any compensation or resolution apart from me having to upgrade and pay more money for a faulty service. More impersonal scripted response)
    Hello David,
    My name is Larry and I am sorry to learn about the service issues you have been experiencing. I am happy to address your request to receive a network extender. Please know, we are unable to guarantee service indoors and this is why the Network Extenders are not offered at no cost. We thank you for your understanding.
    We appreciate your business and will be happy to offer further troubleshooting if you call. However, we are unable to offer a free Network Extender and apologize for any inconveniences this may cause.
    The Verizon Wireless Network Extender enhances indoor voice and data coverage in areas with minimum or no in-building coverage, allowing customers to get the most of their plan minutes while indoors.
    This indoor coverage solution operates with existing Verizon Wireless-branded devices and installation is simple - just "plug and play."
    For additional information regarding Verizon Wireless Network Extender visit the following website:
    Network Extender
    Again, my name is Larry and I am sorry we are unable to offer the Network Extender at no cost.
    Because my reply was not prompt, I would like to apologize for the delayed response to your email as we have been receiving a higher than normal rate of email inquiries. We appreciate your business and would like to thank you for helping to make Verizon Wireless the most reliable network in America.
    Did you know, most of your questions can be answered with out calling or emailing? Simply visit www.verizonwireless.com/support any time, day or night!
    Sincerely,
    Larry
    Verizon Wireless
    Internet Response Team
    My Response 02/20/12 15:03:
    Ok, well. It looks like I will be canceling my service in July and moving to a better carrier that cares for it's customers. Please forward this email to management as I asked in the beginning for further review.
    VZW Response 02/21/12 14:26 - 1 day later:
    (Things to notice: Only 1 day response, case closed. No resolution. No concern for losing a customer to due faulty service. Impersonal scripted response.)
    Dear Verizon Wireless Customer,
    Thank you for your recent inquiry on verizonwireless.com. We are always looking to provide a better experience for our customers, so your opinion is important to us. Please take just a moment to give us your thoughts about your experience.
    Just click on the link below to take a quick 3-question survey.
    It is part of our commitment to making your wireless experience the best that it can be.
    Sincerely,
    Verizon Wireless
    >Edited internal VZW phone numbers and extensions<
    Message was edited by: Verizon Administrator

    David, Don't give up. That's what they want by giving you and everyone else who has legitimate complaints the run around.
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  • What is the number for Verizon Wireless  Corporate Customer Service Complaint for CA

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    msvat <[email protected]> wrote:
    msvat  created the discussion
    "What is the number for Verizon Wireless  Corporate Customer Service Complaint for CA"
    To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
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  • Verizon Wireless Customer Service Complaint

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