How to talk with a manager

Question

I have had an ongoing billing issue since December.  I have been calling the customer support number explaining the issue over and over again with 30 to 60 minuet conversations and every time the representative has assured me things were taken care of.  When I get my bill the issue remains.  Recently I had a 2 hour conversation representative named Ryan and he was very helpful and explained that it was 100% Verizon's issue but did not know how to straighten out so sent me an email and said after supervisors discussed he would be I contact. After a week of being told via email supervisors were working on it, I asked what could be so difficult, if they could stop talking about it and just correct it.  I also asked to speak with a manager in an email. Ryan indicated he was sending on toa manager named Kolten.  A manager named Kolten called 4 days ago and I missed the call but have left at least 2 messages a day at different times hoping to catch him but also asking for a call back and if he missed me a time I could call him.  Nothing. I have reached back out to Ryan in three emails and nothing.  I am concerned that Verizon would have customer service people and a manager that would just stop communicating.  Is there a way to get another level of management that could not only handle the issue but also answer why people that are suppose to be helping just walk away from a customer?  Any help with this would be greatly appreciated.  Maybe I need to go to the store?
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Answer 1

Thank you for your willingness to help.  You may want to go back and read all the comments on my account.  There is a huge history and record of my calls. It started back in December when I upgraded my daughters phone to an I 6.  (4683)  number on account) and added a phone for my youngest.  I was talked into the Edge program at the store on around 12-18-14.  It was a Christmas Gift for both.  Regardless by 12-31-14 the I 6 stopped working, it would not take a charge or turn on.  We took the phone to a store near our home (not the one where I signed up for the Edge program).  The people at the store tried to help and were on the phone with a Verizon representative for a while.  It was decided that I needed to provide my credit card so they could charge me a deposit and they would send me a new phone and as soon as they received the old (non working phone) they would credit me back the deposit.  We received the new phone and sent back the old (Verizon received on 1-17-15). I received my firs bill and fond a $450 charged for the phone and a $35 restock fee and then on my credit card got hit with a $235 charge for the phone.  This started my calls to customer service.  I was told not to pay the $450 and as it was for the phone and as soon as the warehouse did their paper work I would get the credit.  I will save the play by ply but called several more time and was told the same thing including the warehouse was backed up and they were suppose to put some note on the account saying why the bill was not paid.  I have always paid all other service charges every month just deducted the $450.  So 3 months later and the charge remains.   Beginning of march and went through all this with a rep and was told a supervisor was looking into it and charges would be reversed because it has gone on too long and none of this is my fault.  Also from my bill we discovered that the (4683 number) was not in the Edge program so I asked why and was told they needed to look into it and a supervisor  as it has gone too long.  Never happened.  I called Sunday 3-15 and went through everything again and was told a same thing and a supervisor would call...  Nothing..  I called 3-17 and talked to Ryan and spent 2 hours on the phone.  He was very helpful and we found the $450 was not for the phone it was for canceling the Verizon edge program and the $235 on my card was for the remaining cost of the phone.  After 2 hours and being told 3 or 4 supervisors were discussing what to do but could not come up with a clear answer he said they would call the next day with resolution.  Given I have gone down that road and no calls he gave me his email address so we could communicate.  So after about a week of emails he indicated supervisors were still reviewing.  Meanwhile I received a letter from Verizon indicating I was not eligible for the Edge program do an outstanding balance (really) and now I have concerns Verizon is knocking my credit even though they have reversed all late fees and indicated none of this was my doing and not to pay the $450 as it suppose to be reversed!  I asked Ryan if the Supervisors could stop reviewing and do something about this as it had been another week Ryan and I have been emailing.  I also asked if there was a manage I could talk with and was told he sent to Kelton and he would call (this was Sunday night (3-22-15) within 24 hours.  24 hours went buy and another email to Ryan saying no one called.  Kelton finally called Tuesday (3-24-15) and I missed the call due to being in a meeting at work.  I called back with in an hour and now have called Kelton at least two times a day and just receive voice mail. I have asked to be called back but nothing!  I have emailed Ryan at least 3 times asking for an update or why he nor Kelton are responding but as of today 3-28 Nothing!  I guess its your turn.  Let me know what the next step is as I am extremely frustrated with this entire situation as its awful how your customer service representatives can not resolve an issue and I have spent hours on the phone documenting and emailing.   
>> Edited by Verizon Moderator to comply with the Verizon Wireless Terms of Service <<