Home Security horrible customer service

Three exculated trouble tickets on the phone with a suppose supervisor he hangs up on me. Now I have to go through another customer service rep that will want me to let them help before I can get to the supervisor I was just hung up from

sdaneski, we don't want this to be an ongoing issues for you. Have you had a chance to call our customer service department by dialing *611? For your convenience, you can manage your plan and billing online at My Verizon http://bit.ly/xB4iTc
LasinaH_VZW
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Horrible customer service in store

We have been customers for over 15 years, and went in to a VzW store last week to upgrade our 3 basic phones. Wanted to keep all basics. When they found out we wanted basics, things got very cold. We were pointed to the corner of the store where the phones were at. 3 to pick from - all $100 each! We asked if there weren't any free ones and were told that we'd have to go to the website to get free phones.
So I went to the kiosk in store and signed into MyVerizon and started through the upgrade process. There were NO free phones. So I had to sign in again for assistance from someone. In the meantime, I went to just the Verizon website and could see 1 free phone. 30 min. later, when someone could once again be available for questions, I was told that the kiosk was not their actual website, so I couldnt do the same things as if I went to an actual computer. I showed him that I could go to their website and could see the free phone, but he told me he couldn't help - I would have to call customer service or go home to my computer. Then he walked off. WOW! I am kind of used to being shunned for having basic phones, but to brush me off twice?
We left. During shopping later in the day at a large box store, we discovered 3 basic Verizon phones for $.97! 3 that were not even available on the VzW website. We got some awesome customer service from the store employee and did our upgrade of 3 phones in less than 15 min.!
We are stuck with VzW because of our location and lack of other wireless in area, otherwise, we would switch - I do not believe in supporting horrible customer service!

I had a terrible customer service experience also at the West Plains, Mo. Verizon. I went in to upgrade today to find out that my unlimited would now be cut to 2G. I was upset because I didn't realize Verizon was doing this. I was asking if I could atleast get 4G for my old price. Another worker there said, "Would you like me to sing you a song and dance?" Really, Verizon! All of the money you are taking and you're reducing services and this is the response I get? I think you can do better than this.

Am I the only one who had horrible Customer Service from Casey on Live Chat??

>>Duplicate post removed to comply with the Verizon Wireless Terms of Service. See Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one<<
Message was edited by: Verizon Moderator

did you all change SIM? any time you change SIM with cash on tap....welcome to a world of pain! i have an s6 edge en route with a new sim and im not looking forward to it! the s6 shop page states the phone is compatible with cash on tap and it probably is. the problem is few people at EE understand how cash on tap works/how to fix it. there is EE customer services, behind them 2nd line technical who deal with corporate stuff mainly - they will be able to contact the right people to fix it if you can somehow manage to get through to them. Ask to be put through to David Boyce in technical support or someone on the same team as him. The only person I found who understood and was able to fix the issue! **apologies in advance for name dropping him** then there is cash on tap customer services that EE customer service will probably transfer you to - they can "refresh" your account - will probably do nothing but worth a try the company that can actually fix it are another 3rd party that run the provisioning of the SIM - i don't think there is a way to get in contact with them...it's ridiculous took me 2 weeks of daily phone calls to get it fixed last time.

Refund/Horrible Customer Service

I have been dealing with Verizon and their HORRIBLE customer service for 5 months now. In the beginning of August, I contacted Directv and put in an order for installation of a bundle package with verizon. I was supposed to be set up for August 10th. Well, that day, the tech shows up to install the directv, but has no idea about my internet and phone. So, I called Verizon. They had no clue about my service. They had nothing under my name, phone number, address....NOTHING. So, the RUDE lady who helped me on the phone (sounded like she did not want to be there that day, let alone help me with my issue) put in my order. She said it would take a few days. I wasn't happy, but fine, stuff happens. The day comes around when I am suppposed to have my internet connected. Low and behold, no internet. I call up. They say I am missing my start up kit. Really??? I have a modem that I used before...nobody ever mentioned a start up kit. So this guy says, Ill send it to you. It should be there within 2-3 business days. Doesn't show up. I call back, the order was never processed. So the next person says he will try it again. After waiting almost 7 days I get a tracking number and realize they have the wrong apartment number. I had to go pick up my own modem from UPS. When I called to change the aparetment number, I realize that it wasn't that simple. All of my services are at 16H instead of 15H. How convenient. Apparently, this is not an easy fix. Another week passes...this is now about a month since my original August 10th date. Finally, I should have connection in my apartment. I call back to have someone walk me through hooking up my start up kit. I DONT HAVE A SPLITTER!!!! Now I'm really irritated and I finally said forget it. It is not worth the time and effort that I am putting into this. I called to cancel everything. Well, your nice rep in retention, Jessica {edited for privacy} told me she would give me a $15 adjustment for 12 months. She told me she would send me the splitter as fast as she could. Ok, ONE MORE TIME. Can you guess what happened next? Yep...no splitter. (At one point along the way i spoke to Theresa who said she would credit my modem fee of $39.99) So, once again, I call retention and spoke to Darnisha{edited for privacy} who gave me a fix it ticket, back dated my account, and said that she would refund everything since a technically i never had any service. Great. This ordeal is finally over. NOT! For the last several months I have had bills come to me every month for some amount that I owe. Every month I call back and they say they will fix it. I spoke to CIndy {edited for privacy} on October 1st who told me I would get a final bill with a $0 balance in November. That statement came in at $43.92. I spoke to Angel {edited for privacy} on November 13th who told me my final bill would come in December with a $0 balance. I just received it this weekend with a balance of $24.43. Yesterday, 12/18/13 I called back for this bill and was told that my bill had been sent to COLLECTIONS!!! Now Verizon is messing with my spotless credit because they cannot get their stuff together. I spoke to Nicki in the Missouri billing department and have been assured that she will credit my ll with a voucher. But now I will have a mark on my credit because the bill has been sent to collections. I have spent numerous hours on the phone wasting my time, my minutes on my cell phone, and my sanity. At this point, I feel like Verizon owes me something. How can you tarnish someone's credit, give such poor customer service, and still be in business???
I have fallen into a hole that not one single person in Verizon has been able to dig me out of. I had left Time Warner to sign up with Verizon and it was the worst mistake and has been the biggest headache. When I cancelled Verizon, I went straight back to Time Warner. I never had an incident before and I have not had an incident since. All I want is to have this fixed. I work customer service and I know how fast bad customer service travels. Somebody needs to fix this bill and they need to fix it now.

Hi hnelson626,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Horrible Horrible Horrible Customer Service

>> Duplicate post removed to comply with the Verizon Wireless Terms of Service See Horrible Horrible Horrible Customer Service <<
Message was edited by: Verizon Moderator

sdaneski, we don't want this to be an ongoing issues for you. Have you had a chance to call our customer service department by dialing *611? For your convenience, you can manage your plan and billing online at My Verizon http://bit.ly/xB4iTc
LasinaH_VZW
Follow us on Twitter @VZWSupport

Horrible customer service, dropped calls and faulty products

Does Verizon offer partial credits to accounts due to defective equipment and inability to use their services? I received a new set top box that would not download my existing HBO and SHOWTIME accounts. After numerous calls on hold, dropped service calls and misdirected (on purpose) calls to billing in customer service to increase my services...I finally waited over one hour for technical assistance tonight to be told my new set top box was faulty and a new one would be sent in the mail. I asked about a partial refund because I could not use it during the least two weeks. I was told by the tech he would send a new box and put me in touch with customer service after explaining to them the circumstances and that supervisor would need that info for a partial credit to my account. A horrible customer service rep {edited for privacy} bluntly stated no partial credits and tech should not have said a partial credit was possible. By this time I was on the phone over one our and not a very happy customer. I asked to speak to a superior to which {edited for privacy} said they were too busy and a partial credit would not be possible for my two week period with faulty equipment. I demanded to speak with a supervisor and was put on hold for an additional 70 minutes. I am STILL ON HOLD!!!! This is no way to treat customers! I am disconnecting my call and BEG THAT A VERSION REP get back in touch with me to resolve this. Under what circumstances does verizon provide partial credit for a customer who has not been able to use it because the equipment is DEFECTIVE??? Hopefully new set top box is enroute..HOPE IT IS NOT DEFECTIVE!!!!!!

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Horrible Customer Service at Store # 125

Horrible customer service, especially coming from the general manager of store #125. I'll probably never shop here, or any other best buy locations, again due to my poor experience here and being talked down to from the so-called general manager.
Direct quote: "I am the general manager of this store and I'm telling YOU the returns & exchange policy. It doesn't matter what the other associates tell you, I'm the one to clarify the policy with you."
This is just rude and disrespectful. As a customer, I am shocked that this kinda of attitude is coming from the management of the store, no less the General Manager.
I was merely presenting an email converstaion with customer service stating that I could exchange my ipad with a different color and was then given the above lecture. This is very unprofessional and disrespectful.

Hello matt_h_8,
There is never a circumstance where it is appropriate for our managers to be anything but respectful to you and our other customers. I apologize for your having to cope with such unprofessional behavior.
With regards to our return policy, generally speaking an exchange can be made for a product of a different color without issue -- except potentially where sale pricing is concerned. What particular aspect of your situation resulted in the exchange you reported?
I'm grateful that you took the time to bring your concerns to our attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Horrible Customer Service Experience

The level of service we have experienced was sextremely bad and the customer service was HORRIBLE. I have been a verizon customer for years. We recently switched over to FIOS after being contacted by a representative who advised us it was now available in our area. We mentioned we've had satelite service with another carrier for more than 16yrs and would not likely be willing to change unless their package could mirror our existing services without additional cost, & the internet speed would increase. Needless to say, we made the switch after being assured we had the highest package verizon offered along with the highest speed with FIOS as well as the same premium channels. After a few months we noticed the speed of our internet was nothing different than our previous service. I actually began having trouble logging into my lap top unless I was in the same room as the router.. Nonetheless we didnot call to complain thinking it was just because the service was new to the area and would improve. Well I saw a commercial that said you could upgrade to Verizon Quantum by just turning to the Verizon Channel and clicking on the upgrade.. Thinking I would get a message or email that stated we already had the service, I did just that only to find it allowed the upgrade. the increase to he bill. I thought we would be notified that new equipment due to the upgrade would be issued, but there was nothing. Not to mention still no improverment to the speed. So I contacted them , to address the issues and most importantly ask why a new router had not been sent or offered despite the upgrade to the speed. I was told my current router was "compatible" with the Quantum speed but that I could receive a new Quantum router for an additional $2.00 a month...????????-- If my current router is compatible why would I need to do that ???? not to mention if there is a QUANTUM ROUTER, WHY WOULD THAT NOT HAVE BEEN SENT WHEN THE SERVICE WAS UPGRADED. After some back and forth I was told by the Representative Miranda that I could go to one of their stores to turn in my old router and pick up a Quantum router that same day . She provided me with an order number as well as the address to the store.. Not more than an hour later I drove to the store only to be told, my order appeared in the system but not as a "store pick up" . Jonas , the store manager provided me the tel# to contact Verizon to make the easy change as he described it. The gentleman I spoke to over the phone , told me there was nothing he could do because THE ORDER WAS BEING SHIPPPED .... AND I WOULD RECEIVE IT BY MONDAY.. As I became more livid , I advised them, that was unacceptable. The gentleman over the phone who was extremely difficult to understand told me two more times the order was marked to be shipped and there was nothing he could do. I demaned he create a new order, one that would allow me to do what I was previously instructed to do - which was to turn in my older router at the store and pick up a new one. I was placed on hold several times, to dead silence. The gentleman on the phone would come back to the line only after I continually would say Hello, are you still there. I asked to speak to a supervisor on several occasions but was never allowed to. The gentleman on the phone then told me , I would likely not be able to pick the router up today even if he changed th order... I advised him I was just told by the instore Verizon Representative that he had plenty in stock and the only thing that needed to be done was to make the order a store pick up. After being put on hold again , to dead silence. the gentleman on the phone told me, I would be happy to know HE was able to create a new order. I was given another order number and told I could turn in the router to receive the new QUANTUM ROUTER. I walked ten steps back inside the store , gave the in store representative the new order number and was told he could no locate it in the system. At that point I handed by cell phone to the instore representive for him to work out whatever internal issues there seemed to be with the hard to understand gentleman over the phone. After they determined they were working off of two different systems, Coffee something compared to Coffee something else. the instore representative stated he would enter the order manually and I would be given the new router. Well. I received the new Quantum router.. immediately came home to install it and NOTICED AN IMMEDIATE DIFFERENCE in the speed of the internet service, despite again being told my current router was compatable.. NOT TO MENTION MY LAP TOP WAS RECEIVING AN ADEQUATE SIGNAL IN ALL AREAS OF MY HOME. This goes without saying how deliberate and misleading Verizon can be and has been with the offering of their services.

Despite all the frustration, I am pleased to hear you received a solution to your problem. This gives me new hope for my current situation. Congratulations!

Horrible customer service with a bad phone for the first time in years!

I would like someone - hopefully a manager to review my communication with the customer service representative last night. Apparently you only staff sales staff at night and I would not buy anything from this person. My first call rather than telling me that the support staff were not in until morning she just disconnected chat on me without saying as much as good bye. I then started a chat on the service line and got the same person. i asked her if i could speak to a manager or supervisor - she left me sitting on chat for over 20 minutes and never came back. These messages have been sent to email for your review. Aside from having purchased the most expensive phone that does not work along with an insurance plan that I was told only replaces phones with new phones vs refurbished (this is not the truth) and the policy only kicks in after the factory warrantee is over so I sit with a droad less than one year old certified refurbished that goes on and off as it pleases and randomly dials numbers. This is better than the original phone which I paid between the phone and the insurance over 300.00 for less than 1 yr ago that decided to slowly die and completely died xmas eve after I was in a car accident. Then the phone came with no sim card after I paid extra for shipping and the local store would not give me a sim card would only sell me one. This would be the retailer were I purchased the phone - a verizon retailer.
I have never in my life had an issue with anyone on the phone until last night - i was asking for one of my lines that is eligible for an upgrade next month to change it now so I can get a working phone or US Cellular has offered to buy out all four of my plans. I have always been a fan of verizon and never had issues other then never getting my rebates..........I have not received this one which still does not appear in the system and we have had 4 people submit the info now. (Because I sent the phone back I can no longer give you the numbers unless I find the paperwork copies i kept). A couple years ago I had the same thing happen when i purchased my phones from a verizon store - the rebates never came. That has really been my only complaint other than this current phone is horrible - the first one was brand new and slowly died over a couple weeks. I spend two hours troubleshooting the problems with a very nice man on the phone - he went above and beyond what he needed to do to test this phone Then the certified refurbished phone came with no sim cared - we were very specific that we thought it was a combination of a phone defect and the sim card. I paid extra for shipping so my kids could still reach me and it came with no sim card. I called and you all send me to the verizon store in Monona WI where i purchased the phone for a sim card and they would not give me one without charging me...........so I had to wait again for you to send me a sim card. Well the phone is slowly dying again this time with random on and off and random dialing while fully charged or even sitting on the charger itself. I do not think my request of the young lady was that big but point blank she did not want to talk to my if I was not buying. She should not be on the phones - you do not disconnect from people in anger and you do not answer a chat and just leave someone sitting there until they hang up out of frustration. In my office that would be grounds for immediate termination (I do not want to see anyone lose there job) but she needs serious training. She cannot handle conflict management, she cannot simply answer a question or tell you that a department is not available until morning - all understandable answers. Hanging up on someone or just leaving them sit there - not acceptable. I get paid 75.00 per hour of which she has wasted approx 5 either on the phone filing complaints or trying to get in contact with you - who is going to pay for my time because of your staff and her tempore tantrum. My 7 yr old would get in trouble for behaving that way. I expect a resolution to this issue today! I expect a phone call from a manager today! If I do not hear from someone i will file a complaint with the better business bureau - put an article in the paper in Madison Wisconsin about recent service decline in verizon and I will cancel all of my accounts with your company as well as have my husbands attorney dissolve the contract for his business and his technicians can use another service. (He is scheduled to had phones out on Monday - that will no happen if this is not resolved)
Thank you - I look forward to hearing from you today to hear how you plan to reconcile this issue.
Sincerely,
Tammy <Personal information removed for privacy.>
(The conversations were saved by email so you should have copies of both the hang up and then the call where she just left me sitting and waiting! If you do not have copies of the emails I do please feel free to ask!
Message was edited by: Verizon Moderator

I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up. I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Horrible customer service

I have been with Verizon since 1998 and have had numerous customer service issues. The latest has been the worst ever taking over 7 hours on the phone with various customer service reps and supervisors. This issue has NOT been resolved. We have been wrongly turned over to collections and told that we are two months behind even though our bank statements show that we have made every payment on time. THE PROBLEM: In 2013, we had home phone, Fios internet, and 3 mobile phones on a one bill. We sold our house in December of 2013 and canceled Fios and home phone service. In April of 2014, we moved into our new house and signed up for a 4G home Fusion internet plan due to not having Fios available in our area. Since that time, we have had our phones shut off and have been turned over to collections. It seems that Verizon Residential and Verizon Mobile both think that they are entitled to the payments we make on time every month for the same sevices. You can not call any one Verizon employee that has access to both Residential and Mobile account information so the Residential rep transfers you to the mobile rep and the mobile rep transfers you back to residential. of coarse you have to re-explain your whole situation over and over and over and over. You get the idea. These are after all, trained customer service reps. After HOURS of this back and fourth, we are being told that we made payments to the wrong account # but never had any idea that we had two different account # s. We got a bill in the mail and we paid it. Simple fix, just transfer the money from one to the other. Okay, all fixed! Yeah, don`t let the feeling of accomplishment set in too fast. This is when you get sent to collections. The last payment did not transfer like it was supposed to so instead of calling this "VALUED VERIZON CUSTOMER" and letting them know that there is an issue, just send them to collections and see if we can mess up their 800+ credit score that they worked so hard to build their entire lives. So we spend another 2 hours on the phone explaining over and over and over again what is happening. We just needed to transfer the last payment from mobile to residential so that residential will be paid up to date and that account can be closed. Great, all fixed???? Not so easy. Now you are two payments behind on your mobile account. 4G Home Fusion Plan and 3 mobile phones that Verizon wants us to double pay for two months because NOBODY CAN LOOK AT BOTH VERIZON ENTITIES ACCOUNT INFORMATION AT THE SAME TIME TO SEE THIS !!!!!! When our contract is out WE ARE GONE..........

See I can see this error occurring on the ground level of Customer Service, a rep would only have access to the tools related to their job. But escalating this high enough should definitely reach someone who can see every piece of information. I think the issue was being passed horizontally through the departments instead of vertically. Push for a supervisor or the person who manages the supervisor. Everyone has a boss.

HORRIBLE Customer Service and total lack of communication!!

On the evening of July 21st I lost my internet connection. The next morning I calledand they said they could send a tech out and the earliest they had was on 24th between 8am and 12pm. I said that would have to be ok since I have to go into work that afternoon (even though I was hoping they would have a tech available that day or even the next day!). I asked if the tech would call when he/she arrives because I live in a condo and my door may be difficult to find. They said absolutely and they would make a note of that.
Today, July 24th, I sat around and waited all day for someone to show up.
12:05 - I called to ask what the status was on my tech arriving. I was informed that the tech was currently working on the lines and I should hear from the tech between 1:30-2:30.
2:35 - I called back because I still received no phone call and no one showed up. I was then told that I should hear from them between 3:00-4:00. I informed them that I needed to go to work and that was why I scheduled the appointment for the morning hours. I was told to just wait a little longer because I HAD to be home for them when they arrive.
2:38 - I received a verizon "do not reply" message stating that a tech has been dispached. Hmmm...I was informed twice already that someone was already working on the lines.
4:03 - I had to call again because I STILL did not hear from a tech nor did a tech ever show up. They tell me they are "working on the box" but then tell me that a tech showed up but no one was there. I was sitting home all day! Then they ask if I had any missed calls. Obviously not since I was waiting all day for their call or for them to ring the doorbell. Then I'm told, "Well maybe the tech has your wrong information. Let's check your address and phone number." What a joke! Of course all of my information was correct. "Well, the tech said no one was there." I then told them that the tech is lying to cover their butts because I was home all morning and afternoon. They said they will get someone out their quickly to fix this and someone should arrive soon.
4:37 - I received another verizon "do not reply message stating "repair request has been resolved. thank you for using verizon." I checked and sure enough I still was unable to connect to the internet. I decided to wait to see if someone would show up at my door...what was I thinking!
5:00 - I called AGAIN. They said "It looks like you line is fixed, but now we have to reset and reconfigure your modem. I will walk you through the steps." ARE YOU KIDDING ME!!! If I did not call, how would this have been handled?!
After we reconfigured the modem, I finally had my internet back. However, I asked to be transfered to a supervisor. What a joke that was. I told the supervisor everything and all I got was "I'm sorry. This won't happen again. We will look into it."
I then was transfered to Billing so I could request a credit for the days that I had no internet.
I had to miss work today because of Verizon's incompetance. There was no communication AT ALL. I SPECIFICALLY planned this around my work schedule so I wouldn't have to MISS work. And because of Verizon, I had to call out at the last minute because I kept being told "a tech should be contacting you soon...just wait a little longer."
I am EXTREMELY upset with verizon's customer service. You could really care less about inconveniencing your customers, so stop teaching them to say "sorry for your inconvenience." Between being told "someone is currently working on your lines," to text messages saying "someone is being dispatched," and then "someone was there but you weren't," no one knows what anyone is doing there obviously and all you are doing is trying to cover up your own mistakes.
I am currently looking into a different service provider and will be sharing this with others who are thinking about switching to verizon. This is totally unacceptable. Having to call out of work at the last second made me look irresponsible and incompetant and I lost a day's pay...and all I get is an "I'm sorry, it won't happen again."
What a joke.

Good morning ranatlas,
We were able to resolve the issues you had with your service. We did do some extensive troubleshooting to isolate the slow speed issue. Please let us know if you have any more questions or concerns here on the forums. You were a pleasure to work with and our team wishes you a great day.
Thanks again,
Rachel_VZ

Horrible Customer Service & Communication

Please tell me that I'm not alone - I've been an "Unlimited" customer for YEARS. Today, I received a bill stating that I've got a $416 charge for OVERAGE on my account. Not really sure when someone changed my account, but I never received notice of it...
Oh, I called the main Verizon number, navigated the menu, and I've been on hold for almost THREE AND A HALF HOURS; I've yet to get so much as a transfer to someone else who can't help me. To add insult to injury, Verizon's hold message keeps saying that customers receive alerts when they reach 75%, 90%, 100%, etc. of their limit...thanks Verizon, I looked back, and I've gotten your marketing messages and your pitches to upgrade services and phones, but (shocker) you seemed to forget that you were going to increase my bill this month by 400%!!!

I figured this much out on my own. HOWEVER...Since the device had been replaced with a "refurbished" device the last time, it was no longer covered by the original warranty. It was more than 30 days old. My local store (NOT a Verizon owned store) was able to get VZW to agree to a replacement, but only of the original make and model, and only a "refurbished". Since I'd already had two previous ones to fail, I asked if there was a way to upgrade (at my expense, of course) at the discounted price for an upgrade. I was told I had an upgrade that would be available in 4 months. I asked about early upgrade. Cannot be done in the store - ONLY online! OK, then the nightmare began. The first rep was going to have his "supervisor" call me "within an hour" to discuss the possibility of doing the upgrade in a Verizon owned store 50 miles from my home. He\she never called. Next day, I was informed (by a different CS rep) that the early upgrade could ONLY be done over the phone. I agreed. I also agreed to pay for overnight shipping. After everything was set up, I was asked to hold, to be connected to an automated "agree to terms of service" connection. After about 15 minutes, I was disconnected. I called CS again, explained to a different rep what had happened. He put me on hold to wait for the "agree to terms of service" connection again. This time, I was given three options: Activate the new device now, Activate the new device later, or have a tech support person activate the device for me. I chose option 2. "Thank you for calling Verizon Wireless, have a nice day"...and disconnected. Logged on to VZW website, found I had NOT yet agreed to "terms of service", and the shipment was being held until I did. Clicked the link, agreed to terms, then called Customer Service again, to make sure the device would ship in time for overnight. It did not. FOUR days later, Fedex showed up at my door with a "PRIORITY OVERNIGHT" package containing my upgrade. The invoice noted that I would be refunded the charge for overnight delivery. Through all of this, not ONE representative offered even an insincere apology. Not a SINGLE "We're sorry", even if they didn't mean it. Customer Service, as I said, is non-existent at Verizon Wireless.

Verizon just drained my bank account! Horrible customer service/ vague responses:(

Due to many circumstances, one of them; having a baby, led me to allow my account to go neglected for a bit too long. I was eventually disconnected. Not good, but no biggie, or so I thought. After at least an hour of back and forth between customer service people who had no idea who I needed to speak to, I was told I could make a payment right then and there and then they would allow me three weeks to pay the balance of $385. That's a lot of money, especially when I'm not working, but it had to be done (plus it saved me an extra $250 early cancellation of contract fee). I called today to make the payment and *again* was bounced from person to person. When finally speaking to someone who kind of knew what they were doing, I paid my balance. Instead of "that being that" like I was told, I was then sent to another person who was going to "give me some important information". That important information was I was going to be charged the $250 early cancellation fee, I was going to be charged $150 as a deposit, and then $50 to have my phones turned back on. WTH??! They took the $50 for the reconnection from the $250 fee and the rest of the $200 was put into my online verizon account. That means they just took $784.84 from my bank account!!! If they were going to just put that 250 into my account, why didn't they use $150 for my deposit? I'm so upset I feel sick. That was almost everything in my account and I haven't even paid any other bills yet, not to mention little things like groceries. I don't know what to do:(

The issue is I was told I would only have to pay $384.84... that's IT. It wasn't until I made the final installment today that I was told of the $150 security deposit, and to top it off they were STILL charging me the $250 fee instead of just getting rid of it like they originally stated. Had I know that, I would have gladly just given them $100 extra dollars to cover the cancellation fee that I could have told Verizon to screw off for good. By they way, the math doesn't add up...they supposedly added $200 to my account (and where would that be, and why only 200 and not 250) and my bill states I OWE $50. So again, how does this add up? They do nothing but screw people over. Almost $200 a month for two lines and one of the lines is stripped down to the bare minimum. They are nothing but con-artists and they need reported.

Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered. Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty. If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
So now, the recap of the horrible experience we have been through .....
My husband has an Iphone 4s that had the power button on the top of the phone fail. The button does not press on/off correctly. He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty. He contacted the tech and described the problem. The tech advised him to check all of the water indicators on the phone. The top one for the headset jack is slightly pink and the other indicators are completely white. The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible. He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
He took the phone to Apple. They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible. The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition. They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one. The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
We then went to the local Verizon store. The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect. I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible. The manager then stated "other carriers would screw you the same way." REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back. That was a week ago and NO CALL BACK FROM KIERA. Again, this is the customer service we pay for???
So, we called today and spoke with another rep and a manager. The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible. She stated Apple should honor even though he is outside Apple Care if it is their defect. I asked isn't that what we pay them for?? She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product! I even offered to fax the paperwork from Apple. My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible. I asked the manager to email me her contact info. She indicated she would ... 2 hours later, no email.
So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
We are seriously looking at cancelling our coverage and just going to another carrier. Because in the end, phones and service are similar, so you really pay for the customer service you get. Or in this case, the lack of follow up, loopholes in their program, and lack of customer service. I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

Home Security horrible customer service

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