Official complaints - billing & customer service

What is the email or web form to submit an official complaint about billing errors?
I also have a customer service complaint about Darius G from Skype Text Chat - how can I contact his supervisor/manager to lodge the customer service complaint?
regards

Hi ukghostwriter,
I can see DavidM replied to you via email on 05/02 asking you to reply to his email with your BT account details as these were needed to access your account and for security validation. If you can drop him a reply with those details we can look into this further.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

Filing an Official Complaint-Bad Customer Service during Disconnection Request

I moved to an apartment complex that does not have Fios services. I called Verizon Customer Service where the Rep was rude and the manager I spoke with was even worse. I am now charged with a $92 Termination Fee, even though I did not have the option to transfer service due to the Apartments not able to allow Fios. The Manager stated that this is common practice and that they charge the Termination fee even if you move out of the country. Really? That is horrible!
I also had a contract with Direct Tv, however they cancelled the contract, no questions asked with no termination fees, since they were not able to provide satellite services to where my apartment was located. So this is not common practice.
Verizon rather charge this fee regardless of the circumstances and risk never having this customer again on service, as well as begin a horrible word of mouth path. Why would I recommend any of Verizon's services, after this negative experience?
Please tell me where I can file a formal complaint.

Hi NurseDeb80,
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.

What is the billing customer service phone number?

what is the billing customer service phone number?

Hi drums60,
Please Contact Adobe Support and they will help you.
Please Dial in : 1-800-833-6687
Or
you are also welcome to contact our support team at http://adobe.ly/yxj0t6

How can I file a complaint about customer service and billing

I Changed from AT&T as they didn't offer service where I now reside and ever since March of 2014 it takes about two to three calls to get my billing corrected. And then they have me on the phone for about two hours about the same issue. They have corrected my bill a fee times for their fault. Now I have come to the end of a long battle only to find out they want to charge me a disconnection fee that shouldn't have even taken place. I sent back a phone before the 24 or 15 days that one has to send it back. A phone that was never used and that every month they seemed to remove those charges. Now after 6 months they finally said that I have to pay the disconnection fee. I am so disgusted with customer service as they always make it seem that there is no one else to speak to. This issue should have been resolved months ago and now they are trying to charge me a fee. When their Texas office received the phone I nt back and didnt put on the account when they received it. Yet every month they seem to resolve the issue and say sorry. I spoke to a supervisor who said I have reviewed your account inn two minutes and decided that he wasn't able to do anything with my account and that charge was valid but prior to this everyone would remove the charge and apologize for e inconvenience, now they just want me to pay the disconnection fee we'll it is not happening and I would like to speak to someone about this. I emailed John bianchi to see if they could help me get this corrected. My biggest frustration that I have not had with AT&T before was so many calls for something so simple and not be able to get answers or them just make it seem as they are always right. My bill since I started has not been consistent and that is frustrating. It is has become a joke in a my family about what my bill will be this month. I have a total of five lines with Verizon and if the opportunity came to go back to a different carrier I wouldn't hesitate to change over.

@BobbyS_VZW can this person look at this complaint. @bobbys_vzw Kathleen KBG

COMPLAINT! Customer Service and Billing!

Duplicate post - please see:
COMPLAINT!! Customer Service and Billing!
Message was edited by: Admin Moderator

Wow so sorry to hear of your issues with customer service.
I have had the same run around with Verizon wireless customer service.
Depending on who you talk to you get a different answer every time.
How can you make changes to your account when you never know what the "actual" bill will be ?
Have asked to speak to a supervisor and was denied, that is not right.
You could try contacting the BBB maybe they can help you out ( may need them also )

File a complaint, poor customer service

I have been a loyal customer with Verizon since before 2005. I have two wireless plans with seven phones, home phone, dsl, two business line and Verizon will not take care of my service correctly. I am very disappointed.
In July 2011, I purchased two new phones(Droid 3) at a Verizon Store and was given incorrect information about several issues related to the new phones and the current phones (Droid X) being transfered to other phone lines. The specific problem I have a complaint about is at the time of purchase, I requested the new phones (Droid 3) as well as the phones (Droid X) transfered to other lines to have insurance on all four phones.
Currently one of my Droid X phones can not be used related to on/off button not functioning. I have been informed they did not set up the insurance as requested. The phone is still under manufacture warranty but I may have to pay $299.00 to replace this phone. I tried to explain I requested insurance. I was informed there is nothing they can do. I asked to speak to a manager. Kat or Cat came on the phone line.
The situation was explained again. The manager Kat told me I was being dishonest and asking for insurance fraud. I was insaulted. I am a very honest person and she has no right to speak to me this was. I need to make this clear. Everyone else I spoke to was just doing their job, no one else was rude. During this phone call, I spoke to three people.
I tried calling back to file a complaint. I spoke to another customer service rep. She said, She understood and took my complaint. She was going to try to resolve the problem, put me on hold, then returned to the phone right away and said she was not able to do anything.
My problem still exists. Phone is not working and I am paying for service I am not happy with. I don't understand how they expect me to pay for a Verizon employee making a mistake. I would rather pay the penalties to cancel contracts and switch providers. Very unhappy. Unfortunately, my new Droid 3 is having problems too.

mmissymouse wrote:
I purchased 2 new Droid 3, transfered the 2 older Droid X to other lines. Yes, I did have insurance on the Droid X phones originally. From the day I purchased the phones. They forgot to put it back on when they transfered them and it was added to the new phones. Or at least I hope so. I need to check that also. I do not know how Verizon handles their insurance and am unsure of whether or not insurance will transfer along with a phone to a new line. So whether or not they forgot to add it back on or don't allow it to transfer, I do not know. Sorry, I missed that you had purchased (2)new phones.
As far as noticing, my bill is very long and I missed it. Did you notice how many items are in my bills and how many product I purchase?Since this is a customer to customer forum and I cannot see your bill, NO, I did not notice how many items are in your bills and how many products you purchase. As to MY bill, I check it to make sure I am getting billed for what I am supposed to get billed for and not getting billed for something I do not want.
I went online and looked at the receipts/documents sent to me on this phone and they did not even send me a letter. So as far as there records show, i did not even changed anything. I was sent one for the other phone I transfered.
Any other questions...........

Complaint about customer service and business practices

I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
Here is the story:
A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.

so yesterday i posted the below complaint about my experience getting charged for service on my landline. After some "private chatting" with various verizon people i got the response that follows. unbelievable. i will without a doubt be canceling my verizon service as soon as my contract is up and will definately be recommending the same to friends and family.
here is my original post from yesterday:
I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
Here is the story:
A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.
This post was followed by an online chat with a verizon person last night- who, after reviewing my acct and the notes on the acct said the following:
{edited for privacy}
WHAT? First off I WAS NEVER INFORMED THAT THERE WAS A DIFFERENCE OF WHERE THE WIRE WAS OUTSIDE MY HOUSE. I was simply told if the work/wires were ANYWHERE ON THE OUTSIDE of the house, which they were, then no charge. "Internal side of the NID leading into your home"- THIS WAS STILL ALL OUTSIDE! NO ONE EVER SAID IF THE WIRE WAS ON A PARTICULAR SIDE OF THE NID BOX I WOULD BE CHARGED! ONLY IF THE WORK WAS INSIDE OR OUTSIDE THE HOUSE! THIS IS CRAZY! AND ARE YOU SERIOUS ABOUT AN INSIDE WIRE MAINTENANCE PLAN? WHO THE HELL HAS THIS? OR HAS EVEN HEARD OF IT?
I AM SIMPLY AMAZED THAT A HUGE COMPANY LIKE VERIZON FEELS THE NEED TO BULLY AROUND AND TAKE ADVANTAGE OF PEOPLE LIKE ME. SHAME ON YOU VERIZON. CLEARLY I HAVE LITTLE RECOURSE HERE, HOWEVER AS MENTIONED BEFORE I WILL BE CANCELING MY SERVICE AS SOON AS MY CONTRACT IS UP (TO AVOID ANY RIDICULOUS EARLY TERMINATION CHARGES0 AND WILL BE RECOMMENDING THE SAME TO OTHERS. I WILL OF COURSE BE FILING A COMPLAINT WITH THE BBB AND ANY OTHER CONSUMER ADVOCATE GROUPS THAT I CAN - NOT THAT I EXPECT ANYTHING TO COME OF IT- BUT TO SIMPLY LET THIS GO ON RECORD. SHAME ON YOU. YOU CANNOT TELL A CUSTOMER ONE THING AND THEN DO ANOTHER. LISTEN TO THE PHONE RECORDS FOR WHEN I CALLED TO MAKE THE APPT- ALL I WAS TOLD IS THAT THERE WOULD BE NO CHARGE FOR WORK DONE OUTSIDE THE HOUSE...ONLY CHARGE WOULD BE IF WORK WAS DONE INSIDE. WOW. SIMPLY AMAZING.

Help with Filing Complaint against Customer Service "Supervisor"!??

Can anyone give any insight on how to file a complaint against Verizon Wireless/Verizon Wireless Customer Service & their "Supervisor"??? I need to file a complaint with someone that is actually in management because there is no way that the so called supervisors that I have spoken with are actually supervisors... It is disgusting the way they treat their customers and accuse me of lying about the issues with my phone when I was actually in a Verizon store and the Verizon worker was on the phone with tech support and I explained to her that she can call that store and speak with the worker because I guarantee he will remember me and all she could say was "again, there is nothing I am going to be able to do for you. You are more than welcome to go into the Verizon store tomorrow and speak with the worker there but that is not going to change anything because again, these charges are valid and I am documenting your account that we have discussed this matter and all charges are valid." Completely unacceptable considering EVERY SINGLE WORKER prior to her understood the error and was to apply the credits on my account, the original customer service rep that spoke with the verizon store rep on my behalf after fixing the glitch in my phone said they would be applying the credits because it is NOT my fault I was given a refurbished phone that had internal glitches in it, but never applied the credits. I spoke with number customer service reps and supervisors whom all claimed they were applying credits to my account, claimed they would give me a call back personally and never did and I was speaking with the supervisor regarding why this was never done after multiple calls in and she just decided to switch the whole thing around on me and just kept talking in circles because she had absolutely no concept of what the problem actually was, she would cut me off every time I would talk and continue to try to talk over me and just kept talking in circles and making absolutely no sense and contradicted everything she said and when I asked her to please explain because she was contradicting herself she just went back to talking in circles. She is not qualified to be speaking with customers that have complex billing issues. I need a REAL manager I can talk to about my issues and someone that is actually qualified. Can someone PLEASE give me some advice??? Thank you!!!! (and sorry for the long drawn out message - I am just SO worked up over this whole situation and how HORRIBLE they treat people - and I wouldn't even care so much about their attitude if they actually were talking some sense but to have an attitude, be clueless and STILL not correct my account is UNACCEPTABLE!)

I am not fully sure what is going, but have try to dispute the charges in accordence with the customer aggreement? It is always good to read what you sign and maybe following this process will get you futher. If you want to read the full aggreement go here: Customer Agreement | Verizon Wireless
"HOW AND WHEN CAN I DISPUTE CHARGES?
If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE."

Complaint - Poor Customer Service in Store and Inconsistent Communication

I am writing on this discussion board in hopes that my complaint will be reviewed and communicated to those in a position to make a change so that other Verizon customers will not have to experience what I did yesterday. On June 24, 2013, I had an exceptionally bad experience with Verizon. My iPhone 4S completely shut itself off while I was reading an email on my way into work. It had a full charge and I wasn't doing anything differently with it, simply scrolling through emails before it shut down. When I got into work, I attempted to connect it to my charger to see if it would recognize it, which it did not.
On my lunch break, I went to the closest Verizon store to my office, located at 209 S LaSalle St., Chicago, IL 60604 (312.658.3900) to speak with them about my options. They looked at the device and informed me that thye couldn't read anything from it. They also noted that there was no water damage and the device was intact - no cracks or anything of that nature. Knowing that my upgrade date was a mere 22 days away, I asked if there was any way they could please bump it up so that I could upgrade to the iPhone 5 and have a working phone. John-Paul, the individual who I spoke with, informed me that I could go to the Apple store and see if they could help revive the phone, and if not, I could call Customer Service (800.922.0204) and ask if they could bump up my upgrade date because, "Customer Service are the only ones who can do that."
In order to be proactive, and knowing that I might not have a working phone to call Customer Service with later last night, I went back to my office and called Customer Service to see what my options were. I spoke with an individual named Gabby at around 12:30 PM - 1 PM CT who was very helpful. She was baffled that the store hadn't helped me since there was a Corporate offer (Eligible Device Offer Upgrade) taking place throughout all of Verizon which offered customers the opportunity to upgrade for the discounted price of the phone, so long as they were upgrading from a 3G to 4G device, which I had been trying to do when I went in the store (since my phone is a 3G and the iPhone 5 is 4G by default). She asked for the store's contact information that I had just been in and put me on hold while she called them and told them that I was eligible for an upgrade and could receive the iPhone 5 at the upgrade price. She informed me that she had spoken to John and that he had located the promotion code, and suggested I go back to the store before he left for the day since he was the individual she had spoken with about my particular situation.
I immediately walked back to the store and found the John she spoke with << Full name removed >> and he was very helpful. I confirmed that I could upgrade to the iPhone 5 at the upgrade price, knowing there was an additional standard $30 upgrade fee, in addition to taxes and insurance. When he went to get me the phone, however, he informed me he had just sold the last black one of the GB size I needed. He informed me that another store in Chicago had 9 iPhone 5 devices in black in the GB size I was looking for.
I left work at 5:45 pm CT and walked to the Verizon store located at 36 S State St., Chicago, IL 60603(312.726-8277) to purchase my upgrade. However, upon entering the store, I was immediately told they couldn't promise me anything and that they might not be able to upgrade me for the price I was quoted, but instead, only shave off $50 from the phone. I asked to call and speak with a Customer Service rep while in the store since I had been told earlier in the day, by a Verizon Customer Service rep, that there was an Eligible Device Offer Upgrade promotion currently taking place that I could take advantage of that would allow me to purchase the iPhone 5 at the upgrade price. I was troubled to hear that the Customer Service rep on the phone was now telling me something differently - in fact, there was no promotion, and the only promotion I could take advantage of was the one in which $50 would be shaved off the phone's full price. I asked the individual who was assisting me at the store to call the LaSalle Street store to see if they still had the iPhone in the size I needed in white (at this point, I didn't care about the color, so long as I had a working phone) while I continued to speak with Customer Service. I was told by the CSR on the phone that it is each store's manager's individual choice to decide if they can override the upgrade date, which I told her I had been told the EXACT opposite in the LaSalle St. store earlier in the day by John-Paul. She explained that individuals in Customer Service have much more extensive training than those in the store, implying John-Paul might have misunderstood the policy. However, I asked her if they received such excellent training (and I would have to assume the same training), then why was I being told something completely different than what I had been told by a Customer Service Rep earlier in the day. I was obviously frustrated at this point as I'd been given the ring-around all day and still had no working phone, which again, was NOT my fault - the device simply died.
I hung up with Customer Service and was informed that the LaSalle St. store had now told the State St. store they didn't remember telling me they would be able to upgrade me at the promotional price, and had only said they would give me $50 off the phone. I was more than upset at this point as I had clarified three different times the total cost of the phone while I was at the LaSalle St. store earlier in the day, and they had confirmed it would be the promotional price. A manager at the State Street store informed me I had three choices: buy the iPhone 5 at the full price and they would only shave off $50; go to the Apple store and see if they could fix the phone; or buy the iPhone 5 with a music bundle. Know that the price of option one was out of the question, I asked how much my third option was, and after looking over my outfit, the handbag on my wrist, and the jewelry I was wearing, he asked me, "How much did you bring to spend?" I was appalled that he had the gall to even ask this and told him that I had brought in enough to cover the price of the phone at the promotional price that was quoted to me by a CSR, as well as an individual in the LaSalle St. store. He told me he couldn't help me and suggested I go to the Apple store to see what they could. When I brought to his attention that the phone had simply died and not due to anything I had done, and my upgrade date was only 22 days away, and the most recent CSR rep I had spoken to said that it was up to the individual manager's discretion to override the upgrade date, the manager tried to tell me the exception to that rule was the iPhone. I was utterly flabbergasted since every conversation I'd had was either in person (where an individual could see me with my current iPhone 4) or on the phone where I stressed I had the iPhone 4S and wanted to upgrade to the iPhone 5.
I left the store feeling frustrated and disrespected. At the end of the day, I had been strung along by Verizon, being told different things by different people, and quite frankly, was lied to and manipulated by their representatives. I would suggest that respect, communication and customer service be re-evaluated and stressed to those that work for Verizon, no matter the level.
Message was edited by: Verizon Moderator

Apple does not allow?? If you or I walked into an Apple Store and plunked down full price they will assist you to no end. I pay full price for my devices, however when I visit the Apple Store near me the purchase price is something like 16 GB for $199, 32 GB for $299 and 64 GB for $399. Strange since I don't purchase on contract and pay the $700 out right. Me thinks Verizon is trying to get my Unlimited Data and lock me into a contract. However that is not going to happen. So sorry Verizon I have been looking at T-Mobile as of late. Was thinking of putting my emergency phone on their network just to try it out.

Complaint BAD customer service experience in Hong Kong

I would like to complaint a Apple staff called “Andrew” who worked in Festival Walk Apple retail store in Hong Kong resulting in my wife cannot buy the iPhone reserved within the timeslot provided.
My wife successfully reserved two iPhone 6 Plus 64GB Gold with timeslot 12pm to 1pm (Lunch time period) on 13 Oct 2014 at Festival Walk Apple retail Store in Hong Kong. She queue and waits for assistance. Bearing in mind two different members of staff approached her and said there was a 20/25 min wait. It is fine to wait for 20-25min. But after 20 min later, she asked the Apple staff again to confirm how long she needs to wait for and ask if she whether took the iPhone few hours earlier and later. This is because the she needs back to work.
She asked the apple staff called “Andrew”, he raised his voice and told her that she need to wait now and cannot take the two iPhone 6 Plus 64GB Gold earlier and later. He also said if she would like to take the iPhone earlier, she needed to ask everyone in the queue to confirm if she allows taking the iPhone first. How come the staff response to her like that. My wife needed back to work finally and cannot buy the iPhone reserved!
At first, time management is very bad in Festival Walk Apple Retail Store in Hong Kong is very worst. Why my wife cannot buy the iPhone within the timeslot provided.
Secondly, Apple Staff attitude is very ridiculous. My wife just enquired the staff politely. But how come the staff replied her like that. How come Apple hired a rude staff likes “Andrew” in Festival Walk Apple Retail Store in Hong Kong. He was very rude, impolite to her. What’s going on. The staffs never polite and I can tell you if we treated our customers like that where I worked we would have been fired immediately!!
Does Apple Company provide any training to the staff? My wife and I doubt that any training provided to the staff. Apple customer service is terrible, he really don't care about helping you with a problem.
Apple is a big company over the world. Apple staff is the most arrogant group of people we will ever meet. They provide such worst customer service experience. It is absolutely unbelievable and unacceptable. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience – they can ot-support the competition. But I cannot find any great customer experience in this Apple Retail Store. Please note that Bad customer service is totally affect company reputation. I did complaint those staff “Andrew” on the same day. But there is no any feedback and response from the Festival Walk Shop Manager or Apple representative. It's an absolute disgrace and I wonder why apple don't have a complaint department!

<< Personal comments removed >>
You get to the store ~30 minutes before closing time, your card is declined for insufficient funds, you are told there isn't enough time to go to your bank in order to deposit more funds and return in time to finish the transaction and are surprised when they don't agree to finish the transaction when you return AT closing time?
Glad you finally got your phone, but I too see no reason for an apology from Verizon. Maybe checking to make sure you have the funds to cover the expenditure next time would be wise. You have a smartphone, possibly adding an app to make the funds transfer electronically would have even kept you in the store while you made the additional deposit/transfer. Better planning on your part would have prevented ALL of this.
Message was edited by: Verizon Moderator

Complaint - Store Customer Service

To whom it may concern (@VZWsupport):
Yesterday I walked to the Verizon Wireless store located at 859 Broadway in New York City. I entered the store at approximately 8:28 PM (the store closes at 9:00 PM). There were maybe six customers there ahead of me; however, the Verizon staff member who greeted me upon entrance immediately informed me that it was too late to get in line for assistance. He told me that "You are too late. We can no longer help you tonight." All I wanted to do was purchase a screen protector! I had no customer service or tech issues. I simply wanted to give money to Verizon in exchange for a small piece of plastic to protect my phone's screen. Confused, I asked if the store was open until 9:00 PM, and the gentleman said yes. Why have store hours if you decide arbitrarily that anyone who enters 30 minutes before closing time will not receive service?! The store might as well state that it closes at 8:30, if that's how it's going to conduct business.
Annoyed that I wasted my time going to the store, I walk to the exit doors and try to leave. There is a problem... the doors are locked! Verizon locks the doors from the inside to prevent people from entering the store (despite it being open for another 30 or so minutes). This is not only annoying, but I'm sure it is against the law as it must, at the very least, violate fire code. It also made me feel uncomfortable knowing that I could not leave the store unless I was let out by an employee.
Here are my questions that I would like addressed:
1) Is it Verizon store policy to stop assisting customers who enter the store before closing time? If so, how much time before closing time must I arrive to ensure that I can purchase a small accessory?
2) Is it Verizon store policy to lock the door while the store is still open, and customers are inside? If so, how long before closing time must I arrive to avoid being locked out or inside the store?
3) Verizon sells plenty of accessories in their stores. Why doesn't Verizon assign one of the probably 7 employees working at any given time to act as a cashier only, for those customers who only need someone to assist in a transaction (no customer service, tech issues, or phone purchase)?
As much as I like Verizon's excellent cell reception and data coverage, I find the in-store (and sometimes the online) experience to be awful, inconsistent, and infuriating. As such, I will be purchasing all new phones and accessories from the Apple store instead, where they seem to know how to treat their customers. I will also begin investigating whether any of Verizon's competitors would like my business, as it seems Verizon is no longer interested.
Sincerely,
A 12-year Verizon customer (who is about to end the relationship).

Verizon Wireless Customer Support,
I would like to make you aware of a second customer service issue resulting from this transaction. Last week, in response to my initial complaint about a Verizon Wireless store closing early and locking the doors with customers inside, I was instructed to purchase the accessories (2 glass screen covers) online, and Verizon would credit my account $20.
As requested, I placed an order that that day, with delivery to my office. On Monday, I get a notification that the package has been delivered, yet, the package never makes it to me. I call the USPS and they give me details on the package, saying it was delivered at 10:38am on Monday, as per Verizon Wireless's instructions, with a waiver of signature.
At this point, I have paid for the items out of pocket (something like $45), and have nothing to show for my order. Only frustration.
I called Verizon Wireless customer support and spoke with Kathleen and her supervisor Marie at 12:27pm today. Both proceeded to say that I could pay again, and they'd send the items again, with no assurance that it gets delivered to me. They tried to absolve Verizon of responsibility by saying that it was the USPS's fault. Yet, the USPS did exactly as instructed to do by Verizon, in that it delivered a package (likely with the Verizon logo on it) to a building, and did not require anyone to sign for it. This was a terrible decision. Because Verizon did not require a signature, I did not receive my package. I blame Verizon for this negligent shipping.
All I would like is to either be refunded for my $45 or so purchase because it never got to me, or have it shipped again, with a signature required, to ensure it actually gets to me.
I have wasted over an hour on the phone with Verizon only to be made to feel like I am somehow to blame for Verizon's poor shipping instructions. Kathleen and Marie were not helpful and offered no sympathy whatsoever to a customer who has done ABSOLUTELY NOTHING WRONG, other than expect Verizon to deliver a product that I paid for.
In the end, I am stuck writing another email to customer support. Money out of pocket, yet no items to show for it. Regarless of who is as fault, Verizon or USPS, I would think that after 12 years and thousands of dollars spent on Verizon Wireless service and products, I could get at least some assistance in this matter.
And Verizon wonders why so many people despite it's customer service...
Please help.
Thanks,
Josh

COMPLAINT: Nonexistent customer service for hacked iTunes account!

Since I couldn't find a "Customer Service" forum, and there is no useful email address, support form or phone number to address this issue, I'm posting this here where I hope someone can actually help.
My wife's iTunes account was compromised within the last few days, and whoever took over her account racked up HUNDREDS of dollars in fraudulent charges. She was able to get PayPal to terminate its connection with iTunes so that no more charges could be made, and she was able to reset the password on her account using the web form. But we have been completely unsuccessful in getting ANY help from Apple on this issue.
We tried contacting 1-800-MY-APPLE and tried several support options in that system. The first time we managed to reach a human, he HUNG UP on us. The second time, my wife was told there was nothing he could do, and that she would have to fill out an online form. Said form gives no indication of how long it will take to get a response.
Tonight, my wife got a response from someone at a support center connected to Apple, who apparently CANNOT write in coherent English, and who is saying he cannot find any fraudulent charges on her account. Needless to say, she is not at all pleased, and neither am I.
Apple, please have a COMPETENT customer support representative contact me IMMEDIATELY. (You should be able to see my contact information in my AppleID account.) Or give me a contact phone number or email address to which we can get someone who knows what they're doing.
Thank you.

More's the pity. If nothing else, I want other users to be aware that we've already tried that support form and have gotten no support from Apple. Protect your accounts by changing your passwords if you haven't already, because if someone breaks into your account and makes unauthorized purchases, you won't be able to count on anyone from the company to help you.

Complaint about customer service representative

I'd like somebody to provide me with some contact information so I can forward the text of a chat session with a representative that provided extreme sarcasm and lack of overall responsiveness on an issue.

I have that very same issue virtually every time I call. The sarcasm is probably the representative's last ditch attempt at covering up their lack of knowledge. I wish I could provide you the name, but in the long run, this is a systemic problem which apparently is fine with the suits at Verizon. Disgusted customers stop calling.....that is the true mission of Verizon's "customer service".

Billing / customer service issues

VERIZON ISSUES
I have been fighting to get a credit since mid-sept. This is edge-up phone return billed because it was never take out of verizons system even though I have tracked and they have received it. literately over a dozen time was reassured that this has been resolved... yet my phone gets turned off. I have always paid current charges with the exception of amount that was in dispute. I was also told that It wouldn't be turned off because it was in dispute. I was also told several times that I would get a call back because they put it in their little reminder. I have several itts #'s yet nothing resolve.
REALLY !!!!!!!!
I am getting now where.
I really am not exaggerating.
I have done nothing wrong and have done everything right. and I get punished for what.
I will continue to post on every media I can post to.. to resolve.
I was and AT&T customer up to 5 years ago.
I have no problem going back If I continue to be treated like this.
Honestly if You continue to do this I may return my phone
and seek judicial avenues.

they keep stating I have fixed the issue, put in a itts ticket.
it takes 24 - 48 hours to update.
Oh, I will also put in a reminder to call you back.
Not one person has ever called me back.
I ask, should I go to the verizon store.
They state, no they would simply call us.
is their a corporate # I can call.
Nope, you have to call us (customer care).
OK, if I call customer care, financial.
don't get resolution, what is my next course off action.
Who can I get involved to resolve this.
At some point I should be able to find someone that can push a button and get this resolved.
someone has the authority to do this.
no one seems to be able to point me to this person.
keep doing the same thing expecting a different result doesn't work for me.
It's insanity at its worst.

Difficulty and quality of your Customer Service

Probem that cause me to call customer service: Fios Box Completely Dead ( was burnt out power source)
Around 2pm on Wednesday 4/30/2014, after enduring much difficulty to speak to a live person, because the automated system hung up on me twice, because I was unable to supply either my account number or last bill amount paid(rather difficult without internet access considering I'm paperless) I was told that a Technician would come to my home the next day at 8pm (yes a 30 hour plus wait).
Well it's 9 pm on May 1st and no one has come yet. At the time of setting up the appointment, I was asked if I would like a phone call, email or text message confirming when the technician was on his way . I opted for the text message ( dah I thought to myself how can I receive a phone call or email without internet or phone service) . Apparently Verizon proceeded to cancel my Service Call stating that I had replied to their text message saying I no longer needed their service. I did not receive a text message from Verizon, which I was informed required a response of either yes or no if my service issues were resolved. I must presume at this point that one of 3 things occurred:
1) Technician purposely cancelled the Service Call ( was late at night)
2) A flaw in the automatic text system in place (yea right)
3) Call was purposely canceled by support dispatch because of high volume and not wanting to have to pay overtime. (Apparently the storm that cause my issues wrecked havoc on many customers)
So once again I ventured into the difficult journey of speaking to a live customer service representative. After once again being hung up on by the automated system (same reasons as before) I was able to speak to alive person at around 9:30 pm ( started the phone trek at about 9:15pm) well to make a long story short after being put on hold multiple times and also being told it was too late to send some out that evening, I demanded to speak to a manager another wait( it is now about 10:30) The manager to whom I spoke to ( Please Verizon at least Employees that are understandable when they speak, his English was very hard to comprehend) told me the same that it was too late, I demanded someone come ASAP, considering I had change my plans to go out with the family that evening. The manager told me let me see what I can do and put me on hold (no music). I remained on hold for another 20 minutes or so until I realized my called was dropped ( how convenient) Once again Phone Trek I finally spook to a nice person that tells me she would set up an appointment as early as possible the next day (Tech came at 12pm, job took him all of 15 mins). So If I don't call again they would have never come.
Things that bothered me are many as you can imagine. The thing that bothered me the most is that manager once the call was dropped, knowing the difficultly a customer has to contact them and having all my information should have called me back, but he didn't. I worked for 20 years as a Walgreens drugstore manager, and I made many phone calls to customer that had issues or made complaints. Customer Service for me was always top priority. I must presume that for Verizon customer service is not their top priority considering how I was treated.
Am I entitled to a refund of 2 days of service not rendered becasue of your equipment failure?
(apparently the power unit has been upgraded because prone to failure)

Hello Engage1955
You'll need to contact the billing dept. to make a request for a refund.

Official complaints - billing & customer service

Similar Messages

Maybe you are looking for