I have been a loyal Verizon customer for over 12 years and recently wanted to upgrade to a smart phone increase my services, add a data package & add another line to my plan. Essential I wanted to give them more money.
I had questions about service & phone upgrades as well as which packages I should choose. During this process I had contact with 2 online chat agents - who said they couldn't help I would need to call in.. So I did then I had the very unpleasurable experience of being transferred around like a hot potatoe .. & speaking with 4 different phone reps + one supervisor and every experience was just as bad as the other.
Their reps are allowed to speak disrectfully to customers, raise their voices and be down right rude. Out of all the contacts only one rep was polite, knowledgable & helpful & guess what she was the one who got the sale. I was trying to give them more money & renew my contract and I am shocked at how difficult they made that. Just got my first bill with my new line & upgraded data package & I couldn't understand why it was so high so I called to ask if someone could go through my charges with me and I was told to go online & I had to plea with rep to take the time to go over it with me.
Daniel's response was most customers have the ability understand their bill & that he didn't know how to make me understand it! I said just go through each charge line by line with me - his response is that is what frustrates the reps at Verizon. Bottom line I didn't know I would be paying for a month of services in advance which made my bill quite inflated - he again said most people know that. Bottem line in Verizon's opinion I am an *** for being loyal & keeping the same carrier & service for over 10yrs & not knowing how this works.
Shame on them for letting their company operate like this & treat customers like this. They are lucky to have customers & customer 101 - they work for us we don't work for them!
All in all by trying to give them mire money every month - & to stay with them I had to spend over 4 hrs trying to. Won't do that again!