mwillpauscher
map-marker Omaha, Nebraska

Poor Customer Service Skills

This is am email I sent to the store manager of my experience this evening. I recently experienced a very frustrating situation at your 204th and Dodge store as well as the Verizon Wireless Customer Support team. Last week I went to the store over some issues that I was having with my Droid. A young lady assisted me by contacting the tech department and ordering a certified replacement. At that time she reminded me that I had to return the original phone within 5 days of receiving the replacement. I asked if I could return the phone to the store and she stated yes. That is where the horror story begins. I attempted to return to the phone to the store this evening and was told I had to ship the phone back. I was not told originally that there would be a return label in the box, and because I was to understand that I could return the phone to the store, the label and box were thrown in the trash at work Tuesday. The rep at your store this evening, Jon was able to order a new label that would be mailed to me and that I should receive in 5 days. He absolutely refused my ability to turn the phone in at your store location. My concern was the charge that could appear on my billing within that period because the return to the warehouse would now be outside that 5 day period based on the replacement label being mailed. Jon could only verbally state that the charge would not appear until after 30 days. I asked for written confirmation of which he would not provide. I also felt that he lost interest in assisting me. I was in no means hateful or verbal. I was only asking for someone to provide written confirmation that I would not be billed in 5 days due to the label being mailed. The evening became a further nightmare when Jon turned me over to the customer support team and I heard different facts from different reps of which could not provide me written confirmation either. I felt like a customer that was left in the dust, so to speak, because the left hand had no idea what the right hand was doing at Verizon. After leaving you store shortly after 8 I went home and called customer support once again and finally was able to get in touch with a rep that could explain the full details and send me confirmation to her statement that I would not be billed for 30 days. That is very disturbing that it took 5 reps and 1 technical team member before I was able to get this issue resolved. I am to understand that the young lady that assisted me originally, at your location, is fairly new but I must state that she will need more training so that further customers do not experience this nightmare. I have always been warned by family and friends that their experiences with Verizon have been bad but I was always the one to step up and sing praises for the company. After tonight that has ended as I will be reviewing my options to turn my services over to another provider and I will never be able to speak a positive statement regarding the customer support at Verizon. That is really a sad statement to make as I have been a customer since the early 90's but tonight really pushed me to frustration and dissatisfaction with Verizon.
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Anonymous
map-marker Sacramento, California

Mistakenly updated my credit history with someone else's account

In January of 2011 I got a call from a collection agency that was trying to collect an arrears of $338. The only problem was that I was not in arrears and never had been.

Through out the year I have called Customer Service, Collections, Recovery, and Security. I have sent letters to Collections, Recovery and the president. So far they all agree that the account in arrears is not mine. The person in arrears has the same first and last name, but a different middle initial, and clearly the account has a different SSN.

In spite of all the contacts, Verizon has put negative feedback on my credit history. After 2 different contacts with Verizon where I was assured that the negative feedback would be removed, Verizon sent me a collection notice offering to settle for 1/2 the money.

After sending a complaint to the Attorney General in NY, and a letter to the president of Verizon, I was contacted by an "Executive Response representative". This lady proceeded to try and convince me that Verizon had not made any error, but had provided the correct info to the credit reporting agency who had then made the mistake. However, when I provided her with documentation showing that apparently the collection agency had made the error, then 2 credit agencies had made the same error, and then Verizon itself had sent the collection letter to the wrong person, she had no explanation. She committed to getting more information and would call me back on Monday. Three weeks later, and a few more calls, and of course I have not heard a word from her, not even some new Verizon lies.

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1 comment
John N Mzy

Why don't you either sue them in small claims court for damages. You know your auto, home, etc.

insurances will now go up with this on your credit report, and your ability to borrow money, get a credit card, etc will all be affected. Or, you could contact a good shyster lawyer and have him sue. You should be able to talk to at least one as they all offer a free consultation.

Tell him he can take 1/3 of any compensation won. You cannot let Verizon get away with this.

Toby B Tki
map-marker Livingston, New Jersey

Verizone VZAccess Wireless service

My wireless service is always going into DORMAT and I lose downloads. I have to go to my email or disconnect and reconnect to get the turd to work and is really *** me off. I called Verizone customer care and CLUE LESS. Anyone thinking about get Verizone wireless internet DONT!!!! There has to be a fix but when I read thier website forum, all I see is so called experts with fixes that don't work. I would love to take the UMW190 and throw it threw thier window. Anyone else having the same problem??????? Help! If you can
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Loss:
$500
1 comment
Toby B Tki

Continued having problems as before. On the phone and no help.

Called again and they suggested I upgrade to 4G.

Plan I had was $60 unlimited and know $50 but only up 5gig.

Got the moden n card. Spent 1hr trying to fix over the phone and no go.

Chelsie A Gpl
map-marker Livingston, New Jersey

Verizon samsung galaxy

Updated by user Sep 26, 2011

Oh and yesterday I was stranded flat tire and my phone froze for an hour and I couldnt call anyone!

Original review Sep 26, 2011
I got verizon and at first liked it, then my phone started haveing a lot of problems like it would stall, then drop calls and then not wanna turn on. I had enough of it because I am paying 130 dollars a month for a phone that dont even work so I called them they were no help they just said pretty much theirs nothing they can do about it give me another phone just like it and pay 50 dollars which is ***! I already payed 230 for this phone, so I talked to one of my neibors and they have the same phone as me and replaced it and it was junk too! I dont know what to do because they wont help me and they dont give a *** I think im going to drop them bc they dont have quality phones and they have *** tecj support.
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Loss:
$500
Anonymous
map-marker Riverton, Utah

Verizon Customer Service Complaint

I moved to Plano Texas; the only option for internet service available to me at my rental was Verizon FIOS internet. I paid through the nose for it. Service worked fine, no complaints about that. My complaints are aobut Verizon's shoddy customer service. I never received a bill from Verizon. They just billed my credit card. Never got a notice that a bill was coming, just the monthly charge on my card. I eventually got used to that, although it still bugged me. Even after calling and requesting a copy of my bill be mailed or emailed to me. Now, I'm moving to an area that they don't offer any service and they're charing me a cancellation fee. How can they charge me when they don't offer a service in my area? I'm not opting to break my contract. I'm being forced to break my contract. STAY AWAY FROM VERIZON!
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2 comments
Guest

wow Anonymous, way to be an *** to one of our customers. Why don't you be a man and state a name?

You sure aren't helping our reputation any.

I can't say much for cancellation since I'm a TSR, but they should take it as a case-by-case scenario and work with you. I can't guarantee that, but that's just what I think.

Guest

I work for verizon fios. Maybe you should read your verizon.com/termsandconditions it clearly states that YOU agreed to a contract.

We do not waive ETFs for moves, only death, or military orders.

Because you are the one choosing to move, not verizon. Don't make commitments you can't fulfill.

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Trinette Stz
map-marker Bronx, New York

Verizon lies

In June I was told htat if I added the unlimited data to my phone it would carry over if when I upgraded to a smart phone. when I tried to upgrade I could not carry it over and it is no longer an option. Verizon claims they cannot give me it. When I tried to resolve the matter things just got worse. People did not get back to me and the executive that I spoke to was too busy blaming the store for only being an "authorized" dealer. One of their own representative told me in Sept. it would carry over but when she tried it did not work.
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jakemccoy C
map-marker Vallejo, California

AVOID Verizon's 800 Number Service

(This is basically a re-post so that I can send this complaint to Verizon this time.) I don't know why Verizon is in the business of providing toll free numbers. Their toll free number service is basically a forwarding service with no other features. So, it's natural for a customer to think that a big company like Verizon could get that one feature of forwarding down perfectly...WRONG!!! I responded to an ad for getting an 800 number from Verizon. During the sign-up everything went fine. Fast forward to the next day. I needed to change my ring-to number (where my 800 number forwards its calls). I figured, "No problem, I'll just call up Verizon." It turns out that, because I needed to make this simple change, Verizon needed to punish me accordingly. I come to find out 7 days after my initial request that changing the ring-to number is an impossible thing for Verizon to do! (For comparison, changing your ring-to number with most carriers is a matter of logging into your account and changing the number within 5 seconds.) Verizon gave me the standard run around over the phone. I called multiple times, and even had a reps give me "Order Numbers" and "Ticket Numbers", which I think are just temporary lollipops to pacify the customer. Nothing happened of course. The last straw was when a rep put me on hold for about 20 minutes, came back and said it's all fixed when absolutely nothing changed, and then hung up on me. DO NOT GET AN 800 NUMBER THROUGH VERIZON. Any changes you want to make will be impossible with they're atrocious customer service. Had I known I'd have this much trouble, I would have gladly paid someone $100+ to avoid this situation with Verizon. I'm currently transferring my 800 number to Ringcentral.com. They're customer service is so good that it's almost annoying. *** Verizon. You owe me over $500 for loss of time and business.
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1 comment
Guest

I signed up for a 800-number with Verizon about 6-8 months ago. My business is still small and I do not get a lot of calls yet.

My 800 numbers is rerouted to my cell phone, so I have a record of which calls I get from my 800-number. Verizon has billed me several times for calls I have never received. I have called and complained about it several times trying to get Verizon to understand, that something is not right with their tracking of calls! I kept getting the same message that they were not able to track and verify the calls that were made.....basically telling me I was lying.

The customer service rep "Bonnie" hung up on me when I demanded to talk to management.

Nice!! I am now switching carrier.

Anonymous
map-marker Taylor, Pennsylvania

Verizon debited my account twice for same bill!

Verizon debited my bank account twice for the same bill. Applied overage to next bill - not yet due, without my approval. Said it would take 3 days for refund. NOT ACCEPTABLE. They got their money from me in 24 hrs - I should get mine back in same amount of time. Now has been 3 days - still no refund. Won't give me upper management names/numbers to complain to. They stink! I intend to bill them for interest compounded daily for use of my money that they have & I don't! Will bill also for time on phone. Take That!
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badasstattooz l
map-marker Boston, Massachusetts

Lied about connection speed

do not use verison dsl, they will lie to you about your connection speed. you will get about half what you are billed for. and you will get the dreaded ''runaround'' when you question it. i just called today to ask about my connesction and why my modem keeps crashing, after approx. 1.5 hours on the phone. i was redirected to billing as tech support told me i was only being billed for 1.5 meg service. so i played the game and transfered from india to florida to speak with billing. not only did the tech hang up on me while giving me my ''ticket'' number she then closed the ticket. i only found this out after calling two more times and getting the rest of my ticket number only to be told that billing actually doesnt have access to the tech support ''tickets''. according to billing i am indeed being billed for 3 meg service which is the max in my area. when i told the next tech i spoke ith what the ever so slow indian woman told me he laughed and said we dont even offer 1.5 meg service. the only reason i went with verizon is because i feel comcast is kind of excercising a monopoly over comms so i felt like giving the competition a try....... dont waste your time........ ill be putting signs in my lawn tomorrow to alert as many would be consumers as possible.
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Loss:
$2000
4 comments
Guest

Live in Boston DSL service has been real weak over the past 72 hours

A few weeks ago I had a similar problem and after checking all my equipment, I finally reach a tech at Verizon that finally admitted Verizon is replacing/upgrading equipment in the Boston/Cambridge area

Is Verizon still upgrading and when will it be completed??

Guest

I was lied to as well!

Even the tech that came out and tested my speed said the salesman sold you speeds that are not possible for you to aquire!

Guest

i switched from verizon to road runner, and it goes 1 MB for lite package which is $9.99! Get best one and its 50 MB/s! just $59.99!

Guest

Verizon aka one of the original cry baby bells have been letting the copper plant go for over a decade at this point. Alot of the copper plant in use today was due for replacement by the 1990s.

Bell Atlantic, Nynex and GTE were getting ready to layoff in the mid 90s then the second line for the kids or computer business took off out of no where as far as Verizon was concerned. Rather the upgrade the plant to accommadate the new demand they sent techs out to play dutch boy with the old plant or repair a line or two at a time for new connects.

Then you had greedy and lazy techs worried about overtime and job security blatantly ignoring plant conditions and tranferring too many customers to new lines rather than fix old lines in trouble. Management perpetuated this because it was cheaper to send a tech out to transfer a customer to a new line than chase trouble on the old line.

Long story short, DSL being sold on copper wire plant that should've been retired and/or replaced decades ago.

I would write a letter to your state utility regulators and FCC. Also write BBB since DSL is an optional contract service that they are delivering on.

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renehalligan
map-marker Newark, New Jersey

Verizon voice prompt disconnects or sends to wrong dept, no direct #, no complaint dept

After hurricane Irene, while trying to recover telephone service for my ill and elderly mother. I was on hold for hours, disconnected, sent to wrong departments, was spoken to rudely and their online service reported that it had been repaired. It took 2 weeks to resolve this problem. Shame on you Verizon. My mother feels safer with a land line phone but if I had my way I would purchase her a cell phone so she could use another provider. The customer service was extremely poor. Their voice system was so frustrating. They have no complaint department and no direct line for repair.
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1 comment
Guest

I have emailed verizon at abuse@***.com about getting credits for my phone service. My phone was not installed correctly and I was promised 4xs I would get 3 months of credits.

Well I was told financil services gives credit then I was told billing dept gives credits then I was told that over and over for a week. So I sent an email and will wait again.

I am going to cancel and get involved in one of the several class action lawsuits against verizon. Att is better and so is Direct tv.

Erna Bvt
map-marker Dallas, Texas

Bad Verizon FIOS Internet Service

I am a Software Engineer and internet is very essential for me because I work remotely sometimes over internet.While I signed the contract with Verizon for a year I committed I will pay the bill in time and Verizon committed that they will provide me the service every hour.I can understand if there is a problem for a day or two.But here is my story : 1) Don't have internet for last 35 days 2) 19 Verizon technicians have visited my apartment( 20 hours of my time) 3) 15 tickets has been raised.Each call takes 1 hour of my time.Therefore 15 hours of my time. 4) FIOS Device has been replaced 2 times. 5) Router has been replaced once. 6) Fiber optics has been replaced 3 times. Still I have no internet and at least 3 out of the15 tickets have been closed without confirming with me.
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1 comment
Guest

they have stole 128 dollars from me and wont return it

Anonymous
map-marker Augusta, Georgia

Bill does not reflect my payment.

My husband cancelled his service prior to contract ending. We knew we would have to pay for this. I arranged to have payments deducted from our checking account. Received the bill (2) neither gave credit for the amt.paid. The customer service person was a smart ***. Tried to explain I had letters still showing the same past due amount. He said well it is past due and it's not a threatening letter. I want the balance to show a decrease as the funds come out of my account. Is this too much to ask? This is terrible customer service!
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1 comment
Guest

Just call financial services. 888338**** for residential and 866266**** for wireless.

request a payment investigation, send in proof of payment and it will be taken care of. Hope this helps.

Anonymous
map-marker Lititz, Pennsylvania

Verizon - consistenly horrible customer service.

Let me start with the worst.. I just had enough of them and asked them to cancel the service. The support guy (Chad) said he will transfer me, and just dropped my call right away! Just a few minutes before that he just lied to me that I was under contract when I said I wanted to cancel. I believe it was an intentional lie and not an error - he immediately corrected when I confronted. They have been charging me $99.99 for the service - automatically upgraded me from local channels only to that plan without my knowledge. They are still charging me for two set-top boxes - I returned one a while back, and called up twice before to remove the charge - they always say they will remove and call to confirm, but they never do. Almost always they take a while to locate my account - I just have TV and Internet with them, and they can't locate it. When they finally locate it, they say they can associate my phone number with it, but that just doesn't work the next time. When I moved, they silently upgraded my account. I used to be able to recieve local channels without their setup box, but it just stopped working all of a sudden, and they made me rent their set-top box. I'm mad - is there a way to take legal action against them?!!!!
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1 comment
Guest

I am fed up with fios too I am about to cancel but I want to get my credits for a 2nd dvr they sent me to replace the one that stopped working. I am going back to DTV they have the best packages and don't screw over the customer. They have on demand now so it's good bye verizon.

danwich
map-marker Massapequa Park, New York

Unresponsive customer service from Verizon DSL

My Verizon DSL connection was dropping first very 12 hours, then every hour, and then every 10 minutes. After I called customer service, my connection dropped completely. I am now on day 8 with no DSL connection whatsoever. I call daily to Verizon customer service, and each time I call I go through the same script with another representative in an offshore call center. The conclusion of the call is always the same: "The Central Office is working on it, and you will have service within 24 hours." After a week of this, Verizon finally sent a technician to my house. He left saying the same thing - "The Central Office is working on it..." - and the problem is still not fixed. There is no way to get through to this mysterious "Central Office" and when I insist on speaking to the manager at the 800-number, I get the same script as the Level 1 operators. Is Verizon deliberately trying to get customers to cancel their DSL service and switch to FIOS? If so, this is not the way to up-sell. Alternatively, they may have deciced that it is cheaper to lose DSL customers than to continue to support them.
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3 comments
Guest

I'm experiencing the exact same thing. It became increasingly worse once FIOS was installed in the building.

I'm on the 3rd consecutive week of calling. VZ changed the technician date out another week.

I demanded a modem replacement & stated the next call will be wireless service at no cost to me. Filing a complaint with FTC & FCC along with writing a letter to VZ in Virginia & copying state & federal reps.

Guest

There is a way to take action. If you are not receiving a serivcce you are being charged for contact the BBB the will be your advocate on the issue.

I had to do this with a diiferent cell phone company. It is easier if you take a few notes on your contact with them.

I am also having trouble with my Verizon DSL in Dublin VA and am currently looking into alternatives. It was frustrating enough knowing that I was not receiving the speed I was paying for but now service drops intermittently for minutes to hours at a time.

Guest

We have delt with similar except somedays our DSL works and some days it dont and when it does it is very slow we are having our second technician come out tomorrow!I wish there was a way to take some action on this problem with verizon making us pay for a service we do not have

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Kathlene Aor
map-marker Lafayette, Louisiana

Radio Shack

Radio Shack in Rocky Mount NC Store #2313 The manager is very impolite and would not let me purchase a phone with out a accessories, she had the phone in stock the last minute when changed my mind about purchasing accessories the phone was not in stock any longer. Is this the way Verizon is doing business with Radio Shack. That makes very bad business. And if anyone from Verizon does not believe me, try it for yourself, but watch it the manager is ignorant, so thing twice about purchasing a phone from Radio Shack, You must spend extra money.
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