How do you get a real manager to review your account?

Question

I have been with Verizon for 14 years but after my experience on 3/31 & again on 4/1 that  it might as well have been 14 minutes.  I am absolutely mortified by every single agent that I dealt with over the 5 hour period between the two days trying to upgrade my plan.  (And for the record, my plan is still not upgrade, nor has my request for a call back by management been answered 3 days later. I had an unsuccessful attempt trying to change my plan online and upgrade my two iphones that have been out of contract for over a year so I called customer service. I was not only disconnected, transferred to a number that was closed, but spend hours waiting to finally speak to a real person.  Let's explain, after 1 close incident of being helped (2nd time calling in 45 minutes waiting), the person only transferred me to a "less busy department" where I was placed on hold again.   2 hours into the evening I finally spoke with a representative. The rep spent 30 minutes on the phone with me, explained plan options, confirmed where to ship the 2 new free iphone 5c but then on his side, said he couldn't get the promotion code to enter but "not to worry", he will have his manager take care of it the next day.   I called back the next day, and jumped thru the same holding hoops, only to find out that there "nothing they can do, no way to complete my transaction from the night before and they don't show anything".   I requested to be transferred to a manager because I was told 3 times the night before it was not a big deal, I would get the iphone 5c for free, it was just a technical issue on the rep side and now this other employee is saying, "Nope, nothing can be done, your too late".  How am I too late? I called, I attempted to upgrade, that employee ran into technical issues, and I have to miss out on taking advantage of a phone upgrade promo?   They said they would open up a 360 and someone may or may not call me back. This is the worst way to treat customers and the best ways to lose them. Their entire call center if full of people who can't make things happen for customers, but only to be rude, difficult and antagonizing.    Verizon is fine if you never have to deal with customer service, so its a sign and quit once out of contract.  

Answer 1

On the right side of the page, underneath the "welcome", click on "my settings". The first section is "profile", at the bottom of the "profile" section should be a link for avatars, click on that & make your choice.