Outrageous incompetence from BT Customer Service.

After spending hours and hours on the phone to BT over the past month, I am at the end of my tether.
This morning £136.50 has been taken from my account for a number that was from our old address that we kept a call diversion on that BT cancelled (by mistake in early September and has not been rectified and still does not work).
Also, a bill for £211.60 for new number at new address whcih includes £130 for installing new line after BT disconnected the line BY MISTAKE.
Very helpful staff on the phone have TWICE put me on hold this morning and never come back.
The customer service is unbelievable. How can they repeatedly get it this wrong?
I have been patient until now but am seriously losing it now. I need some assurances from somebody very quickly and the issues resolved.

Hi paulinegod,
Thanks for posting and welcome to the forum!
I'm really sorry for the mix up with this. I can help sort everything out from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
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 that 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

I am a customer Verizon customer of over ten years...I am notgettingany assistance from the customer service department. Since September I am being charged for a Samsung phone that I returned based on the process that verizon has set.return the defective

turn my phone to send Verizon wireless and those instead of the stuff found. I'm not in charge $600 for the for the phone. I'll talk to multiple customer service reps and nothing has really been done about anything other then we'll keep looking or so for stretching it out. since September I've been dealing with thison a month-to-month basis they cut my services they reinstate me and tell me that they're going to knock off the reconnection charge as I have four lines. Unfortunately my main reason for this phone is my work emails which I need to do because I do work and to contact my mother who is 85 years old and I'm the sole caregiver. I don't know what else to do. I have spoken to a supervisor by the name of William or Will oats in that he said he was going to look into it and was going to help me out. Never heard from him again- just original email to quiet me down. I've been sending him emails just about every day trying to make sure that I get my message across. Seems like Verizon Wireless really doesn't care about the long-term customers. Looking forward to hearing from someone that can help me with my plight.process is faulty for returns. You don't accept them in the stores because as one customer service rep stated you can't get your own employees to send the devices back. Now the responsibilities is on the customer the paying customer the one that keeps you alive. And it's not fair that I there's no way I can prove that I put it in the mailbox. So what are my next stepswhat is it that I need to do to clear up this charge of $600. It's about economy as $600 to me at this very point it's a lot of money. I've been your customer for 10 years I've got four lines I've given will my mothers telephone number home number..number but now she's got to sit by the phone to make sure that she picks up all the calls. And nobody can hear what I have to sayand nobody has been able throughout all these months and check your notes check your notes to see how many times I've called how many time you cut my services how many times you reinstated me and how many times that I spent an hour and a half to two hours on the phone going through this process. I think the stress level is to know thqt I did exactly what you asked...I am now paying the price for your faulty process I'm all I'm asking is review my account tell me what I did wrong I follow your procedure so I don't understand....to top it off...my wife hasa per diem job...and she too is affected by loosing out on work leads...
as you can see, the cel is no longer a commodity. It's a way of life.
PLease se call me at -----just remembered....I don't have a service line.

I have a similar problem with my fathers service, it wasns't $600 but what is rightfully your money, you deserve it back, I wrote this complaint on the Consumer Affairs website:
In August 2014, my son went to Target to get a new cell phone and was told his Unlimited Data would still be on his plan (he shared a line on his grandfathers account). Well it turned out that Target messed it up and my son immediately called Verizon to get it taken care of but they were not able to do anything about the lost unlimited data but the customer service rep did try to find the best offer for him. In the mean time Verizon was suppose to send him a new cell phone, they never sent it and he was without a phone so he took his business to another cell provider. Verizon DID charge him for the new service that they had spoke about. So when the new bill (Sept) came, the service he never used was on the bill and when we called to inquire about it we spoke to a Judy and told us we would be receiving a credit of the amount that was paid. Well, we got the next months bill (Oct) and still no credit, so called them again and spoke to a Nadine ** . She looked into the account and saw the amount that was paid and said she would submit it again for a credit and she would get back to me in 2 days, no call back.
The next bill (Nov) came and no credit again, call again but didn't get the girls name and she put me on hold to look over the previous conversations. She said she sees in the records about the credit and said it takes a while to get it thru the supervisor authorization and she would put it in as a "rush priority". On Dec. 5th my dad's cell was turned off, so I call yet again to Verizon, and explain the whole story to them again. This girl explained to me that the request was not put in correctly and that she would submit it right this time, they even turned the cell back on for him.
So here we are today, Dec. 30, 2014, I get the bill...NO CREDIT, call up and get a gentleman in billing, explain this whole thing again and he transferred me over to customer service where I spoke to a Jordan and yet again told him the story. By this time I was fuming, 3 almost 4 months of calling for this credit and he looks into the account and tells me there is nothing that states there is a credit so all the other customer service reps see it but now it is gone. He said he can only issue me a $25 credit to the bill, not even close to what the bill was that I paid. At this point I wanted to speak to a Supervisor and even that was a problem.
He did call me back after my phone died. He put me on hold again to speak to a supervisor himself and said that he can only offer me $100 credit for all my troubles for the past few months. I took the $100 credit because Jordan said if I spoke to the supervisor, the $100 credit might not be an offer anymore so it was either take it or leave it. Now where I stand, they get away with NOT giving the credit due to customers. I am done with Verizon.
today being March 12, 2015, he FINALLY got the said $100 credit...but because of their delay, he service was shut off and I refuse to pay the reconnection fee due to their neglect of a customer of over ten years. My father's service will NO longer be with a place that has NO VALUE in customer service....Verizon robs their customers anyway they can.

I have bogus charges on my bank account. How can I get help from Itunes customer service? Been in an insane loop here.

There are two charges on my bank account that I did not make. When I look at my ITunes account there are no purchases showing. So why is I tunes charging my account for a total of $17.00. You would think if someone was using my account, there would be a record on my Itunes account. Can't get any service fron Itunes about this problem. HELP!

FOR ASSISTANCE WITH ORDERS - iTUNES STORE CUSTOMER SERVICE
For assistance with billing questions or other order inquiries, please refer to our online support page by clicking here: http://www.apple.com/support/itunes/store/. If you cannot find the answers you are seeking in our robust knowledge base, you can contact us by visiting the following URL http://www.apple.com/support/itunes/store/, clicking on the appropriate Customer Service topic, then using the contact button or email form at the bottom of the page. Responses to emails will be provided as soon as possible.
Phone: 800-275-2273 How to reach a live person: Press 0 four times
Hours of Operation: Mon-Fri: 9am-5pm ET
Email: mailto:[email protected]
How to report an issue with Your iTunes Store purchase
http://support.apple.com/kb/HT1933
https://reportaproblem.apple.com/
iTunes Purchase Problems: How to Report a Problem to iTunes Support
http://tinyurl.com/7tscpa7
iOS: Troubleshooting applications purchased from the App Store
http://support.apple.com/kb/TS1702?viewlocale=en_US&locale=en_US
How to Get a Refund from the App Store
http://gizmodo.com/5886683/how-to-get-a-refund-from-the-app-store
Getting Refunds for your iTunes Store Purchases
http://www.labnol.org/software/itunes-app-store-refunds/13838/
Canceling a Digital Subscription
http://gadgetwise.blogs.nytimes.com/2011/10/14/qa-canceling-a-digital-subscripti on/
 Cheers, Tom

Can we execute an idoc script from a custom service?

Is it possible to execute an idoc script while executing a custom service?
-Pratap

There are several ways to execute iDocScript from Java, but in this quick example we will use a PageMerger object. There are several ways to get ahold of a PageMerger object. If you are executing in a context where a service object is readily available you may be able to get a PageMerger object reference with code like this:
PageMerger pm = m_service.m_pageMerger;
If that doesn't work for you I would try something like:
PageMerger pm = new PageMerger(databinder, executioncontext);
Now that you have your merger object you can execute all kinds of iDocScript code, an example of which might be:
pm.evaluateScript("<$lc(\"wwMyString\")$>");

Trying to download a game purchase (Company App Store. Have taken advice from Aspyr Customer Service to repair Disk Permissions, but still download aborts...any suggestions?

Trying to download game purchase (Company of Heroes) from App Store. Failed in mid-download several times. Aspyr Customer Services have shown me how to repair Disk Permissions, but still won't download... any suggestions, please?

Thanks for suggestions. I did use Energy Saver settings, and I did check downloading another app. Last night I tried another download of Company of Heroes, got up to 4GB before bedtime, woke up this morning to find another "error has occurred" message. Extremely frustrating. Have used most of my monthly data allowance on abortive downloads. Maybe Apple made a mistake in relying on huge data downloads. DVDs more reliable!

Displaying a PDF Returned from a Custom Service

I have been given a PDF Fillable Form(XFA). I have added a button so that when the user clicks the button it passes the form data as xml to a URL (my custom web service). The custom web service takes the data, renders a totally separate PDF and returns it in the response.
It all works fine, but the returned PDF opens in a separate window. I would love to find a way to get the current window to "refresh" and show the newly composed PDF.
Is there a way to do this? I am using LiveCycle Designer, but my web service is a completely custom Java servlet.
With Respect,
mattie

Firefox is downloading the pdf and opening it in Preview. Safari is displaying the pdf directly in the browser. As such, if Autosize was previously selected (which may be the default for Safari) it zooms in the pdf relative to the size of the new window (and the size of the new window is set by the size of the parent window). You can reset the view size of the pdf in Safari by secondary-clicking on the pdf (a two-finger tap if you have that option enabled on your MBP, or a ctrl-click) and selecting Actual Size. Once you select Actual Size (versus Autosize) that setting seems to be retained for subsequent pdfs. You can also select Open in Preview from the contextual menu, which will open it in Preview like Firefox does (but without downloading the file).
Hope this helps...

Verizon Fios Slow internet no support from from verizon customer services

It looks like nobody seems to care bout your problem as long as they have your money.
Here I'm almost a year with verizon FIOS internet and cable.
Has not been able to enjoy for a whole month, Been calling verizon for resolution almost every single night.   Verizon send disgrunted technician to your house that do nothing, only check cable and signal when it has been stated on their system that it has been checked at least 60 times in the last 10 month.
You request them to send somebody to check your ONT and they seems to ignore your request.
when you try to cancel they give you the run around even if you are not in a contract as ME.    I'm not in a 1 year or 2 year contract. What I'm recieving from verizon cannot be called a service.   Why is so difficult for me to cancel this horrendous nightmare so i can go to provider who want my money.
I'm Paying for 50/20 internet speed
my download speed is 1.2 megabit to megabit on my lucky nights.      My upload speed is from 3-7 megabit never been higher than 10 megabit

It looks like nobody seems to care bout your problem as long as they have your money.
Here I'm almost a year with verizon FIOS internet and cable.
Has not been able to enjoy for a whole month, Been calling verizon for resolution almost every single night.   Verizon send disgrunted technician to your house that do nothing, only check cable and signal when it has been stated on their system that it has been checked at least 60 times in the last 10 month.
You request them to send somebody to check your ONT and they seems to ignore your request.
when you try to cancel they give you the run around even if you are not in a contract as ME.    I'm not in a 1 year or 2 year contract. What I'm recieving from verizon cannot be called a service.   Why is so difficult for me to cancel this horrendous nightmare so i can go to provider who want my money.
I'm Paying for 50/20 internet speed
my download speed is 1.2 megabit to megabit on my lucky nights.      My upload speed is from 3-7 megabit never been higher than 10 megabit

Open-box warranty customer service despair

Hi evrerybody,
I'm addressing you guys at the forums because I couldn't get a proper support from BestBuy customer service. They referred me to GeekSquad. GeekSquad referred me back to BestBuy customer service...
On 23rd of March I ordered an open-box excellent condition 15" macbook pro from BestBuy.com (Open-Box ID: {removed per forum guidelines}).
The product came with a minor scuff. But I wouldn't bother to go for a replacement at BestBuy store (It's too far away from where I live).
It also had 3 battery charging cycles. Another minor issue. I'm not sure whether it fits its excellent condition description.
When I checked my warranty status (Macbook's s/n: {removed per forum guidelines}) on apple website:
https://selfsolve.apple.com/agreementWarrantyDynamic.do?sn=C02P93U9G3QD&locale=en_IL&caller=sp
It states that the one-year warranty ends on 5th of March 2016 (18 days earlier than it should be from my date of purchase).
Disappointed from BestBuy customer service, I contacted AppleCare (Apple's warranty service) with BestBuy's proof of purchase. They said that it's an open-box product and:
Apple warranties start on the date of the first retail purchase. Our records show that the purchase date has already been established as March 6, 2015 with warranty coverage through March 5, 2016.
The laptop was probably powered-on by the first purchaser and they won't update my warranty status.
But... according to BestBuy.com:
http://www.bestbuy.com/site/global-promotions/open-box-products-details/pcmcat295500050005.c?id=pcmc...
It clearly states that: "The full manufacturer's warranty for an open-box product is the same as buying a factory-sealed product"
So... I don't have, as clearly promised on BestBuy website, 1 year warranty on my purchased product and I couldn't resolve this matter with neither Apple's support nor BestBuy support.
What do you advise?

Hello azarim,
Purchasing an open box laptop should be a pleasant and exciting experience, especially as they are at a discount price! It is discouraging to find that your experience may have been less than what you would have hoped for from a device marked as in “excellent” condition.
I’m sorry to hear that you’ve had trouble receiving service through us, as well as Apple due to the different purchase dates. I can understand how frustrating and confusing this may be, as you seem to be receiving conflicting information regarding your manufacturer warranty from us and from the manufacturer.
Using the information you registered with the forum, I was sadly unable to locate the purchase of this MacBook Pro under your name. With that said, I am sending you a private message to gather further details surrounding this information. You may check your private messages by signing into the forum, then clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

How can I get some help with Verizon's customer service?

I want to preface this by stating that this is the first time in the 10 years in which I've been a Verizon wireless customer, that I've had a problem that cannot be resolved to my satisfaction. My issue started with a Verizon Wireless Stores in Bethlehem, PA. I asked one of the sales clerks for some assistance (which I now regret). My question to her was that I simply wanted to be able to connect my home laptop computer to the internet data on my mobile plan. Without even discussing the different options, I was "told" I needed to purchase a Mobile Hotspot Device (for $69.99, but just $20 after rebate!). I told the clerk I didn't want to have to pay an additional bill every month and didn't want something that wasn't absolutely necessary. She neglected to give me the more costly details, like the fact that it would require a 2 year contract on the device, and it would also cost me an additional $20 per month. She knew I wasn't really sure what the most cost-effective option was, so I trusted her knowledge. I even had my husband speak to her over the phone about the device, since he's more savvy about technology than I am. The clerk spoke with him the entire time she completed my transaction, and when she rang the sale up, she did not have me sign anything. She handed me the receipts, and told me I had 14 days to decide If I wanted to keep the device. When I got home and tried to use it, it would not connect to my computer. I took it to a local Verizon store on my lunch break one day and they looked into the transaction. They told me it was never put on my account; it was charged to someone else's account in error. I had to go back to the store where I originally purchased it. I wasn't able to get back to the original store right away, but I made sure to get there by the 14th day. It took two store managers to look at my account and figure out the error. They fixed it, but no one apologized to me for the inconvenience; they simply told me they could activate the device for me, or if I didn't want it any more, they would take it back (minus the $35 restocking fee). I took issue with the restock fee, because the store made the error by not giving me the full information at time of purchase, and then not charging it to my account so that I could try it out for 14 days. I was very upset that the manager refused to remove the restocking fee due to "policy" and that I "signed a contract" and I had to pay it. I argued that she should make an exception in this case, because I was inconvenienced. I told her if she valued my future business at her store, she would reconsider. She refused to budge and told me that I didn't need to shop in her store any more. I thought that was quite rude and insulting. So, I took all of my original receipts, along with the receipt that indicated that she refunded the $69.99 plus tax (minus the $35 restock fee). I left the store quite upset, but figured there wasn't much else I could say to her. Meanwhile, it's days later and my bill still shows the entire amount of $74 for the mobile hot spot device still on there. There is no credit for the return at all. I called customer service on my lunch break yesterday, and was on the phone for 45 min with a "Kendra R" to no avail. The entire call, she kept putting me on hold, and my bill was still not straightened out. When I asked to speak with a supervisor or manager, she said there was no one else available. Later that afternoon, I got an automated call (that left a voice message) from Verizon Customer Service to do a survey on my customer service experience. I did the survey and explained that my problem was not resolved and I would like a call back. No one has called me back yet, and I am stuck with no resolution to my problem. Now the Verizon store has the device back, and I still have the entire amount for it on my bill. Can you help me please?

Nope, it was a Verizon Wireless Store. I went in there in the first place because I trusted the Company for their professionalism, but I've been let down badly. I posted my story on here because I'm hoping to be able to get the attention of someone from Customer Service. It seems like the only way you can actually speak with a live person who knows what they are doing, is when you stop paying your bill on time. After you pay your bill, they transfer you to a poorly trained "rep" that has no authority to handle anything important. I'm actually a pretty patient person, but when it takes someone over 45 min mostly just to keep me on hold, and then tell me they can't help me, I'm not really impressed with their idea of customer service.

Customer Service Complaint in Thailand

To Customer Service team,
I am writing this complaint for I did not receive satisfactory service from HP Customer Service in Thailand.
HP's Service Center policy is that the device sent for repair will only require 3-5 days; however, not only the customer service did not reply me about the status of the repair status within 5 days, I called to HP Service Center to ask about the status myself, but also did not receive a specific reply to the repair status.
I sent the notebook for repair because you guaranteed 3-5 days working time, as it fits perfectly with my schedule before flying back to Taiwan. Now, it is over 5 days, I did not receive any confirmation on what is the status of my notebook and I am leaving the country.
I called Service Center today (Saturday), a staff picked up, but was unable to provide any useful information on how I can retrieve my notebook urgently. Now my notebook is stuck in Thailand and I am away at another country.
I am very disatisfied with HP Service Center's unprofessional and careless service as I did mentioned on phone to Customer Service that I will require the notebook within the week. Please kindly send this information to responsible staff in Thailand and I will need a full in-depth reply about what to do with my notebook stuck in Thailand.
Job ID: 4639574092
Tax No: 3101745030
Product Description: Compaq Presario B1228TU Notebook PC
Product#: GT991PA
Please have HP's Thai Customer Service Team contact me urgently with the contact information given along with the Job ID.
Thank you.

We are just regular users and have no access to HP's repair center records. Perhaps a Moderator can step in here and see if this post can be brought to the attention of the proper actual HP employees.

Really let down by the customer service today.....

Hey Best Buy,
I called the 1888 number but I'm not sure if it will get to corporate or not. And like others on this board I've read that a lot of corporate members patrol around these boards so I wanted to let everyone know my story here. Me and the fiance recently moved to Carbondale, IL for her first year of medical school. While moving we have been planning about big purchases to make to "spruce up" the new living space. When we moved we had gotten a 10 percent off coupon from best buy and thought "wow that would be perfect to buy a new tv with in the future". Long story short while moving I was dumb and left my Tivo remote back at the old place, So i coulddn't control my tivo box at all. We had gone to Best Buy to browse Tivo Remotes only to find out they didn't carry them any longer but had Universal Remotes that would work. We found the Harmony 650 that was priced at 79.99, as we went to the counter my fiance stated we could price match amazon for 59.99. So we decided to do that and then use our 10 percent off coupon to help offset the cost since the tv down the road.
Well we got home and the remote didn't work with the tivo box as well as we wanted, so we ended up purchasing a new remote from tivo online. The problem came on our way back to best buy. After looking over the reciept we noticed it had said "12.00 off price match and 8.00 off coupon". So basically we didn't need to use the 10 percent off coupon because it used that coupon within the price match. I pointed this out while we were returning it and stated, I really wish I woulda been informed of this when we were ringing out, because we used the coupon for nothing and I woulda used it for a tv down the road (reason we are not buying one now is becasue we are waiting for vizios version of the 4k tv) So after the nice lady who did our return stated she wasn't sure what to do and she understood what we were saying, she got her team leader "Brandon" and Brandon pretty much told us "Well yeah we dont get those very often so we didn't know" and im thinking "you dont get coupons often. Long story short he was extremely rude to us, giving off a manner of "I really don't care about your problems" I can't believe best buy has someone in a leader position who has an attitude like that. My fiance just looked at me after he went to get his GM like "wow does he really work for best buy". The GM Paul stated that he couldn't reissue us another 10 percent off coupon because its marketing that does it and not the stores. But said the coupon is only valid for small appliances (which i later found out is not true) I called the 1888 number and voiced my problems from a nice lady who said she would let the complaint go through the chain of command and offer me a 10 dollar gift card. Which I appreciate and is nice. But it doesn't help the fact that I'm out a 10 percent off coupon that I could of saved almost 100 dollars off a tv. That a team leader was extremely rude, the GM told me the wrong information about the coupon, or the fact that the cashier never warned me about not being able to use both at the sametime therefore I was basically throwing my coupon away at the time.
Sorry for the long drawn out message.... I moved from Edwardsville, IL and the Best Buy up there always gave me good service and never misled me like the one down here in Carbondale, IL. I'm disappointed in Best Buy, as a rewards member and someone who holds a credit card with them. I'm having doubts about making future purchases there. Maybe its time to stick with Amazon... I dunno.... :/

Hello bluesfan1700,
Congratulations on your new home, and welcome to the forum!
As exciting as moving into a new place is, it can be stressful when you’re trying coordinate everything just right. Having just moved myself, I know that you can’t always plan for the unexpected and sometimes you find yourself wanting an item that you never even realized you needed until you’ve settled in, so it’s nice to hear that you had a 10% mover’s coupon in case that happened. It’s disappointing though that something went wrong during your purchase causing it to not add properly, and I’m sorry for the frustration you’ve endured while trying to work this out.
As I’m sure you know now, our Low Price Guarantee does have some exclusions and this includes all coupon offers. This means that as you chose to price match your new universal remote with one of our online competitors, this would disqualify your purchase from your mover’s coupon. It sounds like something went wrong though if our associate applied both, so I looked through your account using the email address located on the forum. I see that you have an open case with Jessica from our customer service team and she’s actively acting working with local management to see what options we may have available from here.
Please know that I’ve contacted Jessica and let her know that you are looking for an update. She should be in touch with you soon, but if you don’t hear from her, please don’t hesitate to let me know and I’ll be glad to help.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Verizon service is by far the worst. Customer service no better!

That is my suggestion. Anyone have any corporate verizon management emails? I'd like to share my thoughts to them and here.
First let me start off by saying in the past 12 years of owning a cell phone I have had almost every service provider in my area. (tmobile, at&t, spring, Verizon, & u.s cellular)
I have had them all and must say that by far Verizon is the WORST service and has the WORST customer service ever. I joined and got a family plan (2 lines) to save money. I started off with a blackberry curve 8530. The first month of service was ok, not great but ok. I decided I was already locked into my contact so I couldn’t get out and I would just stick with it. The phone itself was terrible, locking up, rebooting by itself, things getting scattered all over the place at random and the worst part is that it would always take 5 minutes to boot and drain my battery completely.
I called and opened up a trouble ticket and I was told from the customer service lady that the phone rebooting itself was very normal and common and more on the blackberry than any other device. Seriously?
After 3 phone calls in one week they sent me out a new phone. Same blackberry and this one was no better. I called back and after doing more tests they tell me that I have to dial *228 every month and if I drive more than 20miles away.
I told the customer service rep that I drive 25miles each way to work and asked if I really have to dial *228 twice a day to get good service and they said yes. Well Verizon, I’m glad I am paying you top dollar for this premium service. What kind of crap is this really? More dropped calls happen and I mean happen daily. The customer service rep informed me to start logging my dropped calls by dialing *** talk or ### talk. So I do just that and log almost every dropped call. Next time I call up they said well you need a minimum of 5 dropped calls a week for us to be able to figure out the problem. Really? I had 4 in one week and that wasn’t good enough for them.
So after more calls I finally get manager approval for them to give me a different phone. I get a refurb Samsung fascinate. While it’s a nice phone and runs 2.1 the software is junk and unstable. Programs have to be force closed, it’s slow and freezes from time to time. And a new problem shows up, sometimes (more so lately than when I first had it) sending out a text message or receiving, it will send or receive 4 of the same messages all at once.
As if this isn’t enough to make anyone mad, the dropped calls still happen ALL the time. I mean 3 in a matter of 5 minutes. I called up Verizon again and they said they can only see 5 this month. When I looked at my phone record I can clearly see at least 10.
Is the service that bad it won’t even connect to a log a dropped call which takes 10 seconds? I told the customer service rep that something needs to be done and a trouble ticket is opened. They say they will call me back in 2 days. A week goes by and I never got a call back so I call them. The ticket was closed and the “solution” was to stand outside and make a phone call and not be in doors. I almost flipped my lid!
As of lately I have called 3/10/11 and got a super nice lady on the phone and she said she insisted she would call me back after 2 days to see how things are going and they will run more tests. Well today is 3/17/11 and I never got a call back so I call Verizon. The first rep told me that someone called me at 2:30pm on 3/13/11 and left a voicemail. I checked my phone records and the only people that called me that day were people in my phone book and nobody called anywhere near 2:30pm. What a liar.
So I get transferred to tech support and go figure he can’t find my ticket. So he has to open a new again and says he will call me back by Saturday.
I have asked for a credit, I have asked to waive the cancellation fee. I just want out. The customer service is by far the worst I have ever experienced and the service is just as bad. What kind of solution is to stand outside and make a phone call? I’m at home with windows all around and a skylight. I have no problems at work with a building with no windows on ground level, but I can’t get reception at home inside or outside.
But wait there is more. To add fuel to the fire, this phone and software continue to get worse and worse as time goes on. I get a picture message from my brother and open it up, at the top it says it’s from someone that I haven’t messaged in a long time. Weird, so I thought nothing of it and figured maybe it had a hiccup. Nope, get a text message from a friend and open it up and it opens up someone else’s text messages that I haven’t texted in days. I was texting a friend last night and sent him a picture message around 10pm. He never replied, no big deal, my phone beeps at 11:47pm from him. And it was my text message going out 1 hour and 47minutes later and beeps at me like I received something.
Verizon better do something and do something quick, this is seriously getting old. I spend more time on the phone with them than with people in my phonebook. I have also told all the reps that I use my phone for work and can’t drop calls on my customers or it makes me look bad, and they don’t care.
Verizon please do something!!!!!

Gamble97 wrote:
First let me start off by saying in the past 12 years of owning a cell phone I have had almost every service provider in my area. (tmobile, at&t, spring, Verizon, & u.s cellular)
I have had them all and must say that by far Verizon is the WORST service and has the WORST customer service ever. I joined and got a family plan (2 lines) to save money.
I’m at home with windows all around and a skylight. I have no problems at work with a building with no windows on ground level, but I can’t get reception at home inside or outside.
For the 1st problem, why do you keep switching? Haven't you found a company with coverage that is good enough for you? No company has a signal EVERYWHERE. Have you been switching constantly because you choose to switch or your company forces you to switch? If the latter, you should complain to your company to go with the best service, not to ruin their business by going with substandard service. Additionally, no provider has the best signal EVERYWHERE. If your company is forcing you to switch, maybe you could suggest that they offer more than one provider for business phones. I know my company has contracts with AT&T, Sprint & Verizon. If you are constantly changing because you choose to change, then I would suggest that you pick the best footprint for you and then stick with it. Afterall, you have had them all, so you should know which would be best for you.
As to the second part, this sounds more like a location problem rather than a phone problem. NO provider has service in ALL locations.

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

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

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

The lies that customer services reps tell you.

My horrible experience with Verizon customer service today, 3 different representatives completely lied to me and told me 3 different instructions on how to get the new iPhone 6 plus which resulted in me losing my whole day for nothing. Only to have a Verizon customer service supervisor tell me that there was no records of any of my conversations with any of these customer service reps. Needless to say as a customer I am so unhappy with the way I have been treated and lied to that I don’t even feel safe keeping my service with Verizon. I am afraid and that the next time I call with a question I now have no trust in anything that a Verizon customer service rep tells me. Read the below for details in my awful and exhausting expertise with Verizon today.
Today I went down to the Apple store to edge up my phone to the new iPhone 6 Plus. If you are told that you can do this as well think again. I know Apple has restricted when the new phones are available for the cell phone providers but they should have thought of a way for customers to more easily get phones through the Apple store since they don’t have it. To start this story off I had pre ordered the new iPhone 6 plus back in the beginning of September which I was going to have it shipped to the address I was living at. The pre order was not going to make it to me until October 28. Well last week I had to move and needed to change my shipping address. So when I called Verizon they said that they would have to cancel my order and re do it all over again in order to change the address, this sent my shipping date of the pre order back to October 31. I then asked if I were to find the phone at the Apple store sooner could I cancel this order and get it there. I was told that I would be able to go into the Apple store and get the phone if they got it in stock before I received my pre order. This morning I attempted to do exactly that. I called the Apple store to see if they had the iPhone 6 Plus in stock and they did, which has been hard to find lately. I then proceeded and called Verizon to cancel my pre order and ask about how I would go about getting my phone at Apple. The person I talked to said that when I got to the Apple store and got my phone and before I paid all I need to do was call Verizon back and that they would work out a way to pay my remaining balance on my edge phone. I then drove 20 miles to the Apple store and did what I was told and called Verizon when I got there, they said that what the other person from Verizon said was not true. This new person told me what I had to do now was go to the Verizon store and pay my remaining balance and turn my phone in. Then I would be able to go back to Apple and get the new phone and keep my edge plan. At this point from talking to many people with Verizon and having to re explain what I was try to do, I asked this guy to put a note in my account of what he told me. This way when I got to the store they would know what I was trying to do. So I drove 5 miles back from where I came and got to the Verizon store, not a dealer the actual store, and talked to a sales associate who then told me there wasn’t a way for them to do what the guy on the phone said they could do. I was told by this sales associate and a manager that their system would only let me pay my remaining balance singularity, that the only way their system would let me pay my remaining balance to edge up was if I was getting the phone through them at the Verizon store. This didn’t make any since to me because I was still getting my plan though Verizon just not through that particular store. I began to get a little upset and told the sales associate to call Verizon and ask them what to do because every person I talked to on the phone though Verizon told me that I would be able to get my phone at Apple and edge up. They didn’t call at first instead they kept trying to get it to work though their system. The manager then told me again that they couldn’t do it and I insisted that they call Verizon and figure this out because I have driven so far and canceled my pre order to trade in my phone and now I am being told I cant. The manager then walked away and told his sales associate to call them. After waiting another 20 minutes for Verizon to answer the two associates talked about what I was trying to do and this new person on the phone wanted to talk to me. She made me explain my story all over again what I was told and a what I was trying to do and she said that what the people at Verizon store said was true and that they don’t know what the other people were talking about and that I can’t pay my remaining balance on my phone do I could edge up and get my phone at the Apple store. I told her then why has everyone been telling me I can, she said I don’t know, I told her that wasn’t good enough. By this time I was really upset and started to raise my voice a little bit. I have worked in the customer service industry for over 10 years and I know that when a customer is yelling at you it’s a bit unnerving. So I kept my cool as much as I could and didn’t swear or anything. I merely made my point that this wasn’t right and that I felt much abused as a customer. There is no reason why I should be lied to by more than one person, if I would have known that I couldn’t at first then I would have been just fine waiting until the end of October to get my pre order. Though I got so excited that the Apple store had the phone that I wanted and that Verizon told me I would be able to go down there and get it and then I rushed through my job, skipped lunch and canceled an appointment to do this just to find out I was lied to and sent on a wild goose chase, this just wasn’t right. While I had the latest person on the phone I asked if my calls have been recorded and noted to see if there was any documentation as to what I have been told and she said no there wasn’t, I told her that this was unacceptable from a customer service stand point. So I left the Verizon store really unhappy, upset and empty handed. The impression I got from both the sales associate from the store and this new person on the phone was that they wanted to make sure that the money I would pay for the phone went to them and not someone else. Which is poor customer services ethics. Also I lost my place in line for the pre order and would probably have to wait even longer to get it. So now I am beating if I should just cancel my line and get the phone through a different provider that won’t send me through the ringer when I call customer service.

I had the same exact thing happen to me. I can't believe the lies these customer service people are told to tell yiu

Why has verizon's customer service went so down hill

I have had 3 different discussions on the phone trying to get my billing cycle changed to something that works with my new pay periods.
The first person firstly was so rude and insulting and couldn't put the date to exactly what I needed for some reason. The second said something like "so you're not going to pay for your services" when I was asking her to explain what was happening with this extra charge she told me I was getting. She was very insulting again just like the one before.
Three calls and several hours of phone time later I spoke to a very helpful person that filed a complaint for me. I was very appreciative to his help and now I see that we should all do that when we run into these people.
But I think that possible these new rude and insulting employees of verizon may be pressured to be that way or over stressed? I've been a customer along with several of my family members for years and I never used to experience this kind of terrible customer service.
In fact, the biggest reason I personally kept verizon and got my family members to get it was due to their customer service. It used to be great and what it should be as far as I'm concerned. We pay a lot for these phones and they are overpriced as we all know so we should definitely get our money's worth with the phones, services, and customer service.
The finally irritation is the financial services department and how INCREDIBLY RUDE AND INSULTING they have been. I just got sat on the phone again for the 4th time this month and was asked to pay the past due amount of .... well, this amount is not actually past due! I couldn't believe it! I have a past due amount of 30ish dollars due to the change in billing cycles but she put in what is going to do on the 4th! I said that isn't due until the 4th right, and she just sat their on the phone.
Point of that is that I called and took my time 3 TIMES already to explain that the billing date that I needed, needed to be after the 3rd every month. Got it to be the 28th which means it's not late till the 4th. Not what I really wanted, but as close as they said they can get it. So then I have to go over that again with financial services!!!! If it's not due yet, don't be rude to me and ask me for my late payment!!! Actually don't be rude to me ever! So all they needed from me was $30!! That couldn't have waited until my bill was due?????????????? Seriously. I paid it no problem, but I can't believe that I actually received a past due amount call for the whole amount that isn't due yet in the first place or a call at all!!!!!
I'm getting SO disappointed in version!!!!!!!!!! I can't even believe how they are treating their customers these days.
I know they don't care that this one person is possible going to start with a new carrier as soon as possible. These are just people doing a job. I don't think they worry about their sales right now. I do have several people on my account and most of my friends have verizon, and we are all getting sick of this.   I think Verizon should re-think their strategy when training their customer services representatives and their financial services department. They are getting out of line in the way they speak to Verizons valued and long time customers. I used to be a big advocate for verizon too. That has been changing this year for absolutely certain.
Thank you for listing if you are. Thank you Verizon if you read this and help to do something about this increasing problem.

Here is my token to this issue.
I am Verizon customer for years…
In the past, I was upgrading my phones in the Verizon stores…
In the past, our basic phones and plans were not complicated. I had no problems with the devices, plans or services. I had no need to call Verizon Customer Service – lucky me. In 10 years maybe only 5 times I called them.
I can not compare if they were good in the past and now they are bad, or whether or not they are going down hill.
My most extensive experience with Verizon customer service I had last week, when I decided to upgrade my device and service, on-line. I have described my experience with Verizon and I posted last night in the community discussion: Basic Phones.
I understand your dissatisfaction.
I think the reason for this may be as follows:
-        More complicated technology in electronics
-        Many more devices
-        Worse quality of the devices
-        A lot more features to be learned
-        Insufficient training
-        Not enough dedicated staff
Of course, all the above do not justify bad service, undereducated or rude employee.
From the standpoint of psychology, people are starting to be rude when they are not able to give the right answer, or the customer will prove that they have no idea what they were talking about.
I feel that there is no general recipe for good behavior. From the customer perspective, I think we should get a good quality of Verizon service.
On the positive front – the good thing is they are in the U.S. We can hear them, understand the language and we are not exposed to the listening: “I apologize for your inconvenience”, which very often it is impossible even to stop the person from repeating this over and over. This phrase should be eliminated from the customer service vocabulary and replaced by something like this: “Sorry to hear, I will try to help you” (if they are really sorry and feel for us) without any repetition.

Outrageous incompetence from BT Customer Service.

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