POOR CUSTOMER SERVICE
ABUELOZ
Newbie

Having 19 years experience in customer service, I believe I am qualified to state that Verizon customer service is absolutely the worst I have ever dealt with.  Verizon agents are expert at aplogizing for issues related to service, billing, equipment issues, etc. but when it comes to resolving problems they fail misearbly.  Every department wants to pass me on to other departments, departments do not talk to each other, and hold times are ridiculous.  Recently my auto pay was stopped by Verizon when they applied credits to my account after 2 months of ongoing service problems.  When I called to get my auto pay restarted, I asked if my late payment would affect my credit report. After being transferred to financial services, then to credit department, I was told they could not find my account.  I was then transferred to Validation department and after a long hold, I gave up.  

There seems to be a standard message "Due to high volume of calls . . . . . .", which tells me there are serious problems with services resulting in high number of calls, and the wait times are long because the agents are poorly trained and/or the computer system is seriously flawed and/or agents do not enter information regarding customer issues and/or agents tell customers the issue is/will be corrected then do not follow through with corrective action.

FIOS is great, but in the past 4 months I have spent close to 8 hours on the phone with issues related to equipment, billing, credit, etc.

If Verizon cares about customers other than getting their money, they need to improve customer service.

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Re: POOR CUSTOMER SERVICE
topdog
Specialist - Level 2

We have had few problems with customer service!!!