Anonymous

WHAT. A. MESS.

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Verizon - WHAT. A. MESS.
My phone shattered. I ordered a new one with 2 day shipping. My receipt stated same day shipping. I thought that was odd. Then come a slew of unknown numbers calling and texting me about my Verizon order, telling me they're from Postmates and Verizon is closed on Sundays so they need me to cancel my order. I don't even have a Postmates account. What does Verizon have to do with Postmates, you ask? Well I had to talk to two different customer service agents to figure it the f out. Apparently Verizon is contracting with Postmates to do same day deliveries. Do customers know about that? Not at all. Was I warned I would be receiving texts or calls (to my shattered phone, I might add)? Not at all. Is this highly unprofessional protocol? Yes. BUT THAT'S NOT ALL Y'ALL. I talk to SIX DIFFERENT AGENTS over the past 24 hours, via their bullsh!t Live Online and via phone (using Google Voice, because again-- my phone is SHATTERED) and NOT ONE AGENT can problem-solve for *** it's like they're all 3RD GRADERS. I mean, no one is trying to figure out how I can cancel my order or adjust my order. No one is asking me what I need. No one is doing ANYTHING to get answers. I'm the one nudging them along to figure things out. Twice I've been on hold for OVER AN HOUR. Literally disgusting. I've worked in customer service for years (many of us Verizon customers have!) and I know I've been trained better than this! I swear, it felt like I was talking to people who don't have fully developed PRE-FRONTAL CORTICES. You hear me? Common sense isn't that hard, I promise. I've been a loyal Verizon customer for decades. Verizon should be EMBARRASSED by this lack of communication, accountability, transparency, and intelligence within its company. Truly embarrassed. Verizon has no formal complaints/feedback process, which is red flag #1. Staff have weird titles and have trouble coordinating with their teams. Literally such a mess. This was cathartic to write but I just need my phone.
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Pros:
  • Pretty good coverage
Cons:
  • Horrible customer service
Kathryn N Xsc

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Verified Reviewer

Bad Service at Store

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Updated by user Nov 16, 2020

Verizon has never contacted me

Original review Oct 17, 2020
On 10/16/20 at around 3 p.m. I visited the Verizon store at 499-43 Sunrise Hwy, Patchogue to replace a landline phone-to-modem cord. After waiting outside in the cold and rain (minus jacket) for a long time, the door opened. I asked the staff member for the cord and he said he didn't stock anything like that. When I asked him where I could find one, he said he didn't know. A stranger passing by told me to go to Best Buy. I did so and found the cord. [Note: Best Buy is only a few feet to the north in the same shopping center.]
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Cons:
  • Lack of communication with customers
  • Difficult to talk to someone
  • Takes many hours on the phone to get nowhere

Preferred solution: Apology

User's recommendation: Avoid this locatiion at all costs.

Anonymous
map-marker Columbus, Ohio

Recent call

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I had paid part of a bill last week and still owed - set up a payment arrangement for the balance which was accepted. My outgoing calls were cut off this morning. I called right away to make a payment but asked why they didn't text me something to let me know that I needed to pay by today instead of an arrangement that was set up and accepted. The guy refused to answer me - he just asked which cc i wanted to use. I wasn't being rude - I was just surprised since I had never had this happen to me before - I always pay. I asked him again why he thinks this happened, and he ignored me. Maybe they need to train their reps to be a little more connected to the customer and work with them. He was very out of touch and a bit rude. Making me think about other carriers - let's see if something like this happens in the future. Good phone service but making me think about customer service - I guess I shouldn't let one bad apple spoil it very the other reps which have always been kind and informative.
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User's recommendation: Good phone service, customer service - ehh

Tiffany B Orj

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Verified Reviewer

Trouble with locked phone

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I bought a phone from a pawn shop for $800 it was black listed and Verizon told me that it wasn't there problem and they wouldn't remove the blacklist even tho I had my receipt. So I'm out $800 plus my time
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Loss:
$800

Preferred solution: Let the company propose a solution

User's recommendation: Don't use Verizon

Anonymous
map-marker Millsboro, Delaware

New TV GUIDE Format - STINKS!!!

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Verizon has insisted on changing their guide format to confuse customers. It absolutely STINKS!!! You can barely read the darned thing, there is no longer color coding for movies, sports, etc. They purposely do that so that you will click on something that you will be CHARGED FOR without realizing it. There is NO date shown. The "Last" button on the remote does not take you back to the previous program you were watching. IT'S A HOT MESS!!! Whomever designed this new format should be FIRED!!!
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User's recommendation: Complain About the New GUIDE Format!!

Donald M Kan

Calling for support is a nighmare!

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First, they try to push you into using an automated system. After holding for 10 minutes of that nonsense, they put you through a seemingly endless maze of automated trials and tribulations including they're assuming you have a TV or internet problem. Then they automatically reset your box and/or router when you haven't reported a problem with either leading to another 15-20 minutes. When you do finally get a live person, they're in the Philippines or India somewhere, and they can't understand half of what you're saying and you get frustrated having to explain the same thing over and over and over again while they STILL don't get what you're trying to say. I've now on been on hold for 40 minutes waiting to speak to a live technician. I only keep Verizon because their technology is better than the rest. My respect for Verizon is sinking fast!
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Preferred solution: Apology

Gail D Xnh

About my bill

Original review Dec 16, 2020
About my auto pay account. Need to update my account. Need to change were my payments is made from
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Preferred solution: Change auto pay account number

User's recommendation: Good

Matthew B Awm

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Verified Reviewer

Denied refund,

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Payment was debited out of my account on 10/18,no auto pay was listed ,was canceling my service anyway. After launching a investigation, I was informally made known that they denied my request for refund. God forbid a multi gazillion dollar company is out 128.00
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Loss:
$128
Pros:
  • Reliable service abd coverage
Cons:
  • Customer is obviously wrong here
  • Overpriced on everything

Preferred solution: Full refund

Resolved
Kathy S Sji

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Verified Reviewer

Resolved: Poor customer service

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Updated by user Aug 29, 2020

Company fixed the issue and I have been provided with discount on future orders.

Original review Aug 28, 2020
I have been on hold all day long with Verizon Fios. My internet is not working correctly. I spoke with a representative at 12:00pm today his name was Christopher. He was very helpful and concluded I need an updated router. Then he transferred me to a representative to discuss my bill and update my contract. The person I was speaking to was very hard to understand. I asked to speak to a supervisor in the United States. I spoke with Joseph, he listened to my issues and said he needed to put me on hold for 36 minutes Then hung up on me. I called back and was told call volume was high and I would be given a call back in 45 minutes. At 3:40 I was called back and put on hold. I am still on hold now at 5:16. The service is horrible.
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Cons:
  • Incompetent customer care people
  • Poor channel lineup

Preferred solution: Apology

User's recommendation: Use a different phone and internet provider

Anonymous
map-marker Monterey Park, California

Customer service

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I was told, it had been too long and since my account had already been referred to collections I was basically (out of luck, with two phones I can't do anything with.) I had every intention on paying off the phones, if they were going to be replaced with ones that work. That's what the initial problem was, I was sold a defective phone and then told I couldn't be helped, because of covid; therefore I let my service get cancelled (ultimately leaving me with the short end of the stick and a bad mark on my credit!)
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User's recommendation: Don't deal with Verizon

Juan C Ull

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Verified Reviewer

I recently had a problem trasnferring my service to a new address.

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For weeks I requested to transfer my internet service to a different address from Dumfries VA to Stafford VA, Verizon process for this matter is horrible, terrible and incompetent.

Is very clear how bad a company is when a problems arises.

After numerous hours on the phone navigating their menu options, their internet website is a nightmare you cannot get anywhere so you have to call, the frustration mounts as you are been of transferred from one department to another.

It took me six calls to address the service transfer, the seventh call was made to cancel the service as I got so frustrated and tired to deal with their incompetence and poorly trained representatives.

Unfortunately I had to choose another provider which in my concept is not better than Verizon and is the other giant provider who about five years ago I had a problem with when a lighting stroke near the house and because that company employee did not properly connect the internet with a ground cable.

This time after the frustration with Verizon I arranged the installation with this other company with just a single ten-minute call.

It is very unfortunate and frustrating when you don't have options and the two biggest companies share the market, using poorly trained subcontractors for installation and distant costumer service which who knows from what country they are answering as they use all the same script but offer no solutions.

The solution for this problem is more companies competing in this market that is the only way to get a better service.

I was at a Walmart store a few days ago and there was a team of salespeople from Verizon trying to sell Internet, cable, tv etc., when they approach me I asked them why are you trying to get more costumes if you don't know how to keep and handle the costumers you already had. All three reps remained silent.

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Pros:
  • Economical

Preferred solution: Apology

Oumou Xio
map-marker Islip, New York

Rollover number

I am calling to get a land line rollover to my cell ...I sat on hold over 15 minutes and I need to get back to work.
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Debbie S Kft

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Verified Reviewer

Message tomichelle

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As our conversation yesterday. I was supposed to get a call from you today. You said you work till 330 and its 3 now.... You were suppose to check into the problems I was having you said since July... That is incorrect. This started back when Verizon told me I needed more speed.... my TVs were pixacting so bad you couldnt see the pictures... The problems went from there. I had to keep calling cause things were not working... they kept rebooting my boxes till the one in the living room went... I was charged 50 dollars for them to send me a box they did reimburse that I think... This is toooo much to keep going over as as I stated I am recovering from surgery.... Allen Krynicky is the one that did me in but they all lie to sell to make themselves more money... The last young lady I spoke to a week plus ago was rude told me I had to send the router back but did not send a box or info to return... I have been so worried about that but wasnt able to even call in till wed... didnt get a call back as they said so I called again Thursday they did call me back.. Solution was to send me more boxes I have to use my old router re hook boxes myself this is getting too much.. Again your not much better than the persons w have to depend on when we call when we have problems... Promises promises and all that happens are our bills double triple for nothing I truly hope Verizon is proud of itself cause Im truly disappointed and fed up
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Laura P Ywu

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Verified Reviewer

Tried for hours to contact them. no response.

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I have an elderly mother without phone service and have tried for HOURS to contact them and get put on hold for a very long time. I opted THREE times for a call back and they NEVER called back when they said they would.
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Preferred solution: Deliver product or service ordered

Robert K Hac

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Verified Reviewer

Changed program guide

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Today Verizon changed their program guide in ways that are infuriating. Twice as many channels shown per screen which means script is much more difficult to read. No consideration for older customers with vision problems. Also, the did away with the color coding for types of programs. Red was used to indicate movies, etc. I am going to become a cord cutter.
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Preferred solution: Go back to previous guide.

User's recommendation: Beware

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