Issues with Verizon customer service

Question 1: Just wondering--If a verizon representative promised you the early termination fee (ETF) would be waived and you have it in writing aren't they obligated to waive the fee?
Story: I have had verizon service for seven years. In early June my Android broke and I connected an old flip phone until I could get a new one. I was told by the service associate that I would not lose my Verizon unlimited package as long as I upgraded my device within 14 business days of having the flip phone on my account. I upgraded on day 12 which was June 21, 2012 (Before the Unlimited plans were taken away by the greedy company). I found out when my bill came in that they took away my unlimited and put me on a data plan but were still charging me the same. I fought with them every month after being told over and over that I was given my unlimited back. This went on until November of which they started submitting requests which continued to come back denied. After six months of fighting I just wanted to get rid of Verizon. Furious at their breach of contract I requested to terminate my service. I was told by the rep (I requested that promise in writing and have two e-mails to prove it) that the early termination fee would be waived because the reason I was canceling after seven years was due to Verizon's error. Well, my service was terminated on January 5, 2013 and I received an e-mail that my final bill was available. I was expecting a refund but low and behold they still are trying to charge me the ETF. They are trying to charge me $316.65. I just got off the phone with them and they are saying that the associate who promised that the ETF would be waived was not authorized to do so. Honestly, I don't care if she was not authorized to do it, it was promised (yes, just like my unlimited was). It should be taken off the final bill and I should receive a refund for overpayment of the last bill. I still don't understand how they claim I was even under contract because I didn't sign a contract for anything other than my unlimited plan.
Question 2: Can I hire an attorney to fix this mess if they continue to refuse the waiver?
Either way, I'm not going to pay it and if it goes to collections I will continue to fight it. None of this was my error, it was theirs. I'm so fed up!

Just for reference, here are the e-mails from the verizon wireless rep (minus her full name and my e-mail for privacy reasons):
First e-mail:
From: "K" <@VerizonWireless.com>
To: " <j>
Sent: Friday, November 30, 2012 6:07 PM
Subject: Contact me
If the IPR gets denied again I will waive the ETF personally.
Then my response to the first e-mail a short time after:
From: ME []
Sent: Monday, December 10, 2012 9:45 AM
To: Verizon--name and e-mail not provided for privacy purposes
Subject: Re: Contact me
Hi K,
I just wanted to check the status of my Verizon account. They should be reinstating my unlimited everything. I've been going through this since June. Please call me and let me know what is going on. Thank you!
Regards,
Verizon's Second e-mail:
From: "K" <@VerizonWireless.com>
To: 'ME' <>
Sent: Thursday, December 13, 2012 12:56 PM
Subject: RE: Contact me
Hi J!
I just wanted you to know that I just applied the credit for the Early Termination Fee for you as promised. I tried to re-submit it back to the department and they denied the request for me. I just wanted you to know that the account’s ETF is waived for you of 290.00.
I apologize about the inconvenience of the situation and I hope you have a wonderful holiday season!
END OF MESSAGE
Since posting this I have filed a complaint with the Better Business Bureau. I've also found that since the representative is an agent of the company tasked to handle discrepancies like mine and her information which I have in writing is that if Verizon chooses not to honor this (in addition to their breach of my Unlimited contract) it is a complete violation of the Uniform Commercial Code.

Similar Messages

  • 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.

  • Does anyone else have this much trouble with Verizon Customer Service?

    I cannot get any Verizon Customer Service to answer me through email or correct their errors through their store or through the telephone customer service.  I have written to them three times with no reply back (although it says it will be answered within 48 hours), gone to the Verizon local store, and called them numerous times.
    Ever since I purchased three i-pads for my sons as Christmas gifts my life has been nothing but stress while dealing with Verizon and Best Buy while trying to get a jet pack added to our account through Best Buy and trying to straighten the mess out through Verizon. 
    My bill is so messed up, of course in their favor, and they cannot seem to figure out how to fix it or else they don't want to take the time to fix it.
    I own my own business and they should know that you NEVER just IGNORE the customer.  They eventually do go away (to another company).  When a company will not ANSWER complaints...there IS a problem!  I am taking the next channel up.

    This is what happened.  I bought the three i-pads at Best Buy because that is where we buy all of our computer products and it didn't occur to me to buy them at Verizon...Hence, that is why it went through a third party.  Later, I found out I would have paid a much higher price, according to a Verizon salesperson,  so I am glad that I didn't.  But anyway...I bought two jet packs with the three i-pads because I didn't think two of my kids had internet connection so of course, I wanted them to be able to use the i-pads when they opened their gift on Christmas.  I have a business account with three smart phones already with Verizon.  The Best Buy salesman attempted to put the two jet packs on my business account, but he said they would not transfer on that account because it was a business account, so he had to open a new individual account and that Verizon would transfer it over to my business account.  Right then, I could see dollar signs.  That is why I went to the Verizon store the next morning (Christmas Eve) to straighten it out before letting it go on any longer.  I explained everything to the sales person and he assured me that he fixed everything.  I explained to him that I wanted to add the two jet packs on to our account...and for them to share our 6 GB of DATA at the present time until we could see how much we used first.    Seems that one of my sons did have internet and he didn't need the jet pack.  I called Verizon and was told to return it to Best Buy and I would not be charged for it since there was NO USAGE of data on that jet pack. We returned that jet pack.  HOWEVER, the wrong jet pack was cancelled.  So the one that was taken back was not cancelled through Verizon (it remained active) and the jet pack that we kept had no service and was cancelled.  Was that Verizon's fault? Or was it Best Buy's fault?  I don't know...but it was not my fault!  My son lives out of town and he had to bring his jet pack in to Best Buy in order to get service on his jet pack reinstated.  So therefore, he went a week without service, yet we were still being charged for two jet packs...$ 50.00 PER jet pack plus they tagged on 5 GB PER jet pack, which is not what we signed up for.  The charge should be $ 20.00 per month to add the jet pack on to our business account.  We are aware that we can contact Verizon *611 to talk to an agent because we have talked to them approximately five times already.  I have emailed them three times with no reply.  I have never had a problem before this, but I never had any issues so never had a reason to contact them or deal with customer service before.  Jimfitzgerald...the reason people deal with a third party is that it saved us $300.00 from Verizon's price and we purchased these for 18 months with no interest.  Had I known that Best Buy and Verizon do not work well together, I might not have ever bought these at all...But we have one jet pack now that we added to our account and still are being over charged for the two jet packs @ 50.00 per jet pack @ 5 GB data each...totally ridiculous.  My son tried to straighten it out and was told by Verizon that we had one of the jet packs since 2011 and the other one since December 2012.  Finally, Verizon said they understood and would straighten it out...But our bill is still wrong.  How do you get them to answer your complaints?  How do you get them to understand?  If I don't pay our incorrect bill, they told me they will cut off our service and they are our business phones.  Suggestions?

  • I AM SO ANNOYED WITH VERIZON CUSTOMER SERVICE, Router Issue

    So i upgrade to 75/35 and immediately don't get more than 45-65 downstream, heavy fluctuation. I power cycle the modem. It immediately pegs out to 84.2 down. Thinking it was a one off and all is good I leave it.
    Couple hours later the speed goes back to the initial. Power cycle again and it maxes out again. Call Verizon and Tech support have me reset router (Westell 9100em) and the ONT. All seems good.
    Couple hours again back to the same thing.
    Call back Verizon the next day and the next tech says that the Westell may not be able to handle the speeds and says I should speak to customer service about getting an Actiontec Router instead.
    They transfer me and customer service refuse to send it only if I pay money for it. The only way for me to get another model is for me to have a tech come out and swap it out. I am currently on hold trying to get that scheduled....
    I just wish Verizon would own up to the issue.

    If It's Been Less Than 60 Days Since The Port Out Happened,
    You Should Be Able To Port That Number Back In.
    However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
    Such As The Acct #, Last 4 Of Social, Passcode, Etc.
    It Might Even Be Possible To Reinstate The Next Agreement.
    You Can Call Customer Service And Request To Talk To The Winback Team.

  • Cannot be more dissatisfi​ed with Verizon customer service!

    I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new phone with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
    I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
    I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
    The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. Speechless!

    These are the Verizon Residential forums used for peer-to-peer support for FiOS, DSL and phone line users.
    It looks like your issue is with Verizon Wireless.  You should check out their forums and support on their web page:
    http://www.verizonwireless.com/
    Good Luck.
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

  • Cannot be more dissatisfied with Verizon customer service

    I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new HTC One with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
    I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
    I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
    The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. What a shame!

    Your phone has a 1 year manufacturer's warranty as long as the device has no physical or water damage. There is no limit on how many times the phone can be replaced under warranty. Verizon Tech Support would trouble shoot the phone and would be replaced for free if they cannot resolve the issue.

  • Does anyone else have issues with Verizon LTE service on the new iPad?

    I have the new iPad. I have noticed that issues with the LTE signal have gotten progressively worse. When my iPad is sitting in 1 spot it will switch from 3 bars, to no service, to 3 bars, and so fourth. I might be on a website, or in an app that is using data and it works great. Then at random it says No Service again. I just added my iPad to my Verizon account with their new family data plan, so they sent me a brand new SIM card. I feel like I can rule that out.
    I just want to know if anybody else has an issue with their iPad dropping service at random and jumping all over the board. I also have an iPhone on Verizon and it is with me always, I never have this problem with the iPhone. My iPad will say No Service but my iPhone will show nearly full service.
    Just to add, I have switched off LTE for periods of time to see if things change. (that way both my iPhone and iPad are on 3G so I can compare) Things are no different when just running LTE.
    Any thoughts would be appreciated. I am under warrenty and I have Apple Care. I hate taking stuff in and replacing it if I don't need to.
    I am also signed up with a developer account through Apple, and my iPad has iOS 6 beta. This problem did not start with the beta software. It was the case before and after. I guess I was hoping if it was an issue Apple would address it with one of the revisions in iOS 6, but now I am starting to wonder if it is hardware.
    Thank you.

    Try looking/posting here.
    Adobe Support
    Adobe Forums

  • We need a new section entitled:  Issues With Apple Customer Service

    "This Feedback about the Discussions forum is intended for questions about how to use Apple Discussions and for general constructive feedback about how the Discussions system is operating or how it may be improved. Please use this forum appropriately. Failure to do so may result in your posting privileges to this forum being disabled.
    If your question concerns a hardware or software technical issue, please do not post in this forum — instead, go to the Apple Discussions Homepage, select an appropriate product category and follow the links until you reach the correct forum for your post, then click the Post New Topic link. "
    Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
    To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
    I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
    On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
    After trying to deal with FedEx for a few days I was finally told to deal with Apple because they would have to initiate the investigation. Fine. These things happen.
    On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
    11/20/2007, Here's where it gets interesting. In talking with them again I explained that since my signature was not on the FedEx ticket it had not been delivered properly if at all. I explained that since FedEx was clearly at fault the package should be shipped again. Finally they agreed. I was told that my package would be shipped and to expect an email.
    11/23/2007, I was told again that nothing would be shipped until after an investigation had been completed. So did they lie? I spoke with a manager who kept repeating that he was sorry for the mis-communication. That became very frustrating to say the least. Remember, FedEx requires a signature. Without it or my permission to deliver somewhere else they must deliver to me and get my signature. The FedEx PDF clearly shows another persons signature.
    Equally frustrating is the fact that they will not keep me informed as to the status. I have to call them and wait on hold. I did get a couple of emails with text along the lines of, "We continue to work with our carrier on your lost package. "
    However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
    Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
    I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

    It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
    Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
    If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
    A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
    One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
    If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
    In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
    I sympathize with your problems, and I hope that you are able to get them resolved soon.
    Good luck!

  • Anyone here get very irritated with Verizon customer service? impossible to contact anyone in a higher position?

    I am so irritated that I cannot discuss my phone issues with a manager. I get supervisors that aren't the smartest, Never return their calls, even though I get plenty of promises. also customer service people who make corrections on my account but never actually do? They do not put notes in my account. list goes on and on....

    Only the negative notes are entered into your account so that the next rep has the upper hand in dealing with us.  Each step up is really only to the next cubicle.  There are no real managers or supervisors.  These are call centers you can't see.  I tried for a month to get to talk to someone about a problem with my 5th replacement in 10 months only to be handed over to a tier 3 tech...yeah right.  The best they could do was an early edge upgrade, for which was a common thing to suggest in any situation.  Basically, they try it one way, then pass you off to tier 2 with another option, usually a sales pitch, then the almighty tier 3 who reside above all else and make all the decisions...if you agree to change plans and buy the one phone they are pushing that month.

  • Iphone 4 cdma: bad experience with verizon customer service/store

    I have been paying around $140 for my shared plan with Verizon. One phone in this line is an iphone4. I am travelling outside the country for the next couple of months and I wanted a solution from Verizon.
    1. Online chat: I asked this question to the chat reps and they told me to go to a store.
    2. Store: At the store I met a folks who did not understand the technical details of a cdma phone. He asked me if I could unlock it and use it. I explained why it is their responsibility to ensure that such a phone is unlocked. He then deferred to the store manager, who kind of seemed nonchalant about the whole situation said that he cannot do anything to help. When I asked what am I supposed to do with this phone after my contract he said that I could do what ever I want with it, he added that I could trade it in for 40 bucks ( while my friends make a couple ah 100 bucks on ebay after selling an unlocked iphone4). He told me to talk to verizon customer support.
    3. Customer support: I dialed in. I asked him a questions about why the company does not offer iphone 4's as a gsm while other service providers do and what value am I getting from paying for a device that I would never use post the contract. He said that verizon was late to provide unlocked phones and they started with the 4s.  I spoke to global support about the rental program that they offer for just 20 days. When I asked if they would make this an exception, they said they cant and the system (made by verizon) will track inventory and will not allow rentals over 20days. The final option was buying another phone for retail price.
    Overall I wanted to express that I am completely disappointed in the way Verizon treats their customer. They talk about policies and how they cannot bend it to meet a customers requirement. I would have been the happiest person if they gave me a replacement phone and  not ask me to buy a new unlocked phone. Why am I paying for a service that does not help me during such situations?
    Thank you
    A sad customer...

    I'm not sure that I understand what your complaint is.  Verizon Wireless does not offer GSM iPhones 4 because Verizon Wireless does not operate a GSM network.

  • May I share my complete & utter dis-satisfaction with Verizon Customer Service!!!!!!

    Sit back, cause this is a long tale, a tale of misery and frustration by a long-standing customer...
    I am a subscriber to Verizon's DSL service for my internet access and wi-fi in the house. Monday evening, I get home after a really long and frustrating week and just want to check email. The laptop is not connecting to the internet however, so I check my other devices. No luck. I then go check my desktop pc and notice that the router light is blinking, so I do the ole unplug, and wait thing. Do that a couple of times. Still no luck.
    After a while of figuring out what number to call for customer service, I go through the Voice prompt system (and start over due to 2 dropped calls - thanks Verizon Wireless). Finally get an agent who I can barely understand. Long story short, 90 minutes later, he tells me he needs to send a technician to my house and the soonest he can do it is thursday between 8 and noon. I request evening hours or weekend because I don't want to take time away from work and be totally unproductive because I have no internet connection. He says he can't do that, but I can call the dispatcher (huh???). He gives me a number, and I call...after 40 minutes of being on hold, I hang up (I only stayed that long just to see how ridiculous it would get, but finally gave up).
    The next morning, I unplug and re-plug. Lo and behold it's working again. So, wanted to do the courteous thing and cancel the appointment. Tried calling again, thinking that during business hours it would be easier to get through. Nope, another 20 minutes of being on hold til I hung up.
    So, thought I'd go to the site and try to contact someone that way. OMG, trying to find a way to contact is just crazy, so finally resorted to the live chat. Well, then I get through all the questions, etc, just to say I want to cancel my appointment. He tells me that the technician will call and just let them know then. Really, a global service can't do better than that. Oh well.
    So, today, I get the call, but of course I'm tied up, so can't answer. I check voice mail, it's an automated call telling me that they are still scheduled to come tomorrow morning and if I need to call or cancel, I was told to call 1-800-VERIZON.  I roll my eyes, call the number. After 6 minutes of being on hold, the agent picks up and of course has to know my number, my name, my address...probably would have requested my birthplace, what I had for dinner, my favorite book, if I hadn't stopped him and told him I JUST WANTED TO CANCEL AN APPOINTMENT. 
    Guess what he told me...yep, he can't do it, I need to call that original number I'd already tried. Wow, is this totally f'ed up!!!!  So, thought, just for grins, I'll call it...and of course I get the hold message, gave up after 6 minutes and was ready to wash my hands of the whole situation. Let the technician waste his time...I did all I could.
    By now, though, I just had to vent, so thought I'd look on the website for some kind of way to contact someone. Nope, nothing, so thought Okay, I'll add a message to the Forum and hope that someone with some kind of authority will read this. I sign up and wait (almost 5 minutes) for my automated email. I enter the code to verify and of course it doesn't work. I get an error message that says "Error in Activating : update the eCRM details to SSO db". Wow, of course, that makes sense to me as a consumer. I tried again and finally got in here to tell my sad tale of woe.
    Verizon, are YOU reading this? Are YOU listening??? Do YOU care? This was a HORRIBLE HORRIBLE experience, and I've already shared the tale with more than a dozen co-workers this afternoon in a meeting.

    I am sorry to hear about the troubles you had regarding this appointment. If you have any questions or need assistance in the future, please make a post here so we can be of assistance.
    Anthony_VZ
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  • Problems with Verizon Customer Service

    As a European (german speaking) I am not a Verizon customer, but have bought a locked Verizon Iphone 4s. The Customer Service speaks only with customers with a phone number!!! No phone number no chance.
    Is this always the case with American companies? I wish really that only Verizon has such a lousy customer service ...
    Recommendation of the Verizon customer support: discard iPhone!! What an ecological thinking. I offered by paying them to unlock it, no change ...
    Does anyone have any idea how to progress? In March I will stay in Florida
    Thanks for the answers
    Alex

    First of all, it appears as if you WERE able to speak with Verizon CS without a phone # as you relayed the recommendation they gave you.
    Next, having you discard the phone is not necessarily a bad ecological thing. If you were to sell it to another person who could actually use it on the Verizon network, that would be discarding it for you, while NOT being bad ecologically.
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    If you are staying in Florida in March you could see if someone you know would temporarily activate it on their Verizon line of service in order to have it unlocked by Verizon. If you can't find someone to do so, your best line of action MAY be to discard it by selling it to someone who actually CAN use it and to purchase a phone YOU can actually use.

  • What's going on with Verizon customer service phone number?

    I wanted to upgrade my data plan, so I called 800 922 0204 (same as calling 611), and was presented with this error message:
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    What??? I've had this account for over 5 years, same user name, same password. I was able to log in, saw all info on my account, but when clicked on Upgrade Data plan, I was instructed to call the 800 number above. I had a chat session with the sales dept, they said they could not help me with this issue, since they're only trying to sell devices.
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    Thank you!!

    (800) 256-4646 Thats sales, but might can get you to where you want to go.

  • IPhone 5 and Verizon customer Service Nightmare Please help!

    I need help with Verizon customer service. I would like to know if I am being unreasonable. Here is my story. I ordered an iPhone 5 from apple to add to my Verizon account. This will be my fourth line of service with Verizon. I spend over 200 dollars a month with Verizon. I ordered the iPhone on the first day it was available to order. I received my iPhone on Tuesday 9/25/12. The nightmare begins. I call Verizon customer service to activate service. I get bounced from department to department because they are unable to activate my phone. This goes on for about an hour. I then get to a nice young lady that was very friendly and worked hard to try to help me. We spend for hours on the phone speaking to all of her different departments and even calling apple care and apple directly. The problem is Verizon set my new line of service to start in the middle of October. After about 4-5 hours on hold with customer service I am told they can't activate my new phone until the middle of October because when the order was placed they set up my activation date wrong. They went on to tell me they could do nothing more and transferred me to apple as they said only apple can fix the problem. I spend the next two hours on the phone with apple. Apple class all their tech support and calls Verizon back and explains my phone is a working phone and Verizon is the one providing the service so this is definitely a Verizon issue. I am advised by apple that I need to call Verizon back to fix. At this point Verizon is closed as I have been on hold with reps past closing time. I call back to Verizon and get a really helpful customer service rep the next day. Spend two hours on hold with him and he gets my service turned on. He states they should have been able to help me with this yesterday and apologized to me. He advised I would have to call back the next day to change my phone numbers around. Total time invested today 2 hours. Total time invested so far over 8 hours. I call back the next day to get my numbers moved around. Takes about an hour. When we are done I ask if I can get a credit on my next bill for having to spend over 8 hours on the phone to fix Verizon's mistake. I am transferred to a very condescending manager who laughs at me and tells me in essence they don't care about my time. He offers me one day of service credit. I advise him this is unacceptable. He gives me an analogy that this is like me getting my electric turned off for not paying and then wanting a credit for the time it took to turn back on. He even laughed at me on the phone and told me he wasn't going to do anything. When I asked to speak to a higher up manager I was told no. My question is who do I advise to get this rectified, and is it unreasonable to expect a credit when I spent over 8 hours on the phone with Verizon to correct their mistake?  Pleas help!

    Yes, don't feel it is as black&white as other posters here, but it is impractical. 
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  • Verizons customer service

    I have been a VZ customer for over 10 years & have owned a bunch of "smart phones".  I got the X the day It came out & I absolutely love the thing.
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    I called regarding the ship date of my Droid and the customer service representative was very nice.  They don't have any more special information than can be obtained from the website when you check on your order.  And they aren't told in advance about new phones coming out. 
    Thanks for creating a positive post for the company!  Too many times a company hears complaints and never compliments.  I for one like Verizon and am a big advocate for them.  I used to work for another phone company, and I never had cell service with them ... even when I could get it at a discounted employee rate.  Why?  Their network was inferior to Verizon's.  You get what you pay for.  I tell all my friends, who are complaining about their cell carrier to give Verizon a try. 
    You can't make all of the people happy all of the time ....

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