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How to file a complaint with Verizon customer service

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Contributor
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Posts: 1
Registered: ‎01-18-2013

Re: How to file a complaint with Verizon customer service

Message 121 of 272
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greetings:

 

i cancelled my service in Nov 2012.

 

i have called 6 times for a refund of my credit balance.  on 01/18/13 i called  and spoke to Tyler {edited for privacy}, he had a totally unhelpful attitide and demeanor, when i asked for a refund of my balance HE PLACED ME ON HOLD FOR 35 MINUTES.  he was supposed to transfer me to a supervisor.  After the 35 minutes,HE picked up the phone and said the 35 min hold was no big deal. 

 

As a STOCKHOLDER, that conduct is outrageious and should never be tolerated.  His demeanor and customer skills are deploreable. It is thei poor customer service that i am no longer a customer.

 

i am still awaiting the refund of my credit balance.

 

{edited for privacy}

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Posts: 1
Registered: ‎01-18-2013

Re: How to file a complaint with Verizon customer service

Message 122 of 272
(11,011 Views)

As a long standing Fios customer I also can vouch for the lack of customer service and a complete disregard for valuing their customers. After attempting to resolve issues with customer service regarding my service I was repeatedly placed on hold and told a supervisor was unavailable. I then received a robo call that instructed me to send an e-mail to a "VP of customer relations" {edited for privacy}. Well, {edited for privacy} never called me back but instead I receive a call back three days later from a so called specialist who was to "assist me with finding a resolution". From the onset, with the tone of the conversation I could tell that this was going nowhere and it seemed like this was nothing more than the same poor customer experience I had already received and I was right. I was actually put through an inquisition like with the other "regular" customer service reps did, where each time I raised a point she would refer back to previous customer service reps notes in the computer and tell me that isn't what I told them on such and such date. Basically what she did is take the previous reps notes as the gospel and insinuated I was lying or making thing up. The issue I mainly had were Verizon automatically switched me from an unlimited call plan to one with 500 minutes, at the same time, Verizon's website was being switched over to a new interface during which time I was not able to check how many minutes I had left which caused an overcharge.

 

The rep accused me of making up the story of no being able to check my minutes. Even though I had called in to ask why this function was lacking and was told the website was going through changes. I was told by this specialist that no I just checked with IT and that function was always there and secondly I never had that conversation with the rep. When I asked her what my conversation and numerous others were about she acknowledged I had called numerous times regarding changes to my call plan. To make along story short I went over on my minutes because I was unaware of a switch in my plan and lost the ability to check my minutes. I was told that no credit would be issued. The specialist at the end finally offered me a paltry credit but insisted it was not because Verizon was wrong but they were doing me a favor. This is after a 40 minute conversation interrogating on the exact nature and context of every conversation I had with previous reps. I was treated like a criminal and then offered some paltry accommodation at the very end as I was getting ready to end the conversation since it was going nowhere, it was so brash to sit there, insult me insinuate that I was at fault, and that I was lying about my conversation with other reps including what I even had previously called in about only to then then try and make me feel like your doing me some grand favor? No thank you I will not be treated in that manner and will be taking my business elsewhere.

 

This was the first time I ever had a problem with my bill or overage of any kind and I was treated like some petty piece of dirt by every Verizon person I spoke to, only to be put on hold for very lengthy times and at no point did anyone actually attempt to actually resolve the issue. Then after this conversation with the "customer service specialist", where they again did the same exact thing, was a complete farce. After all, I had to make an appointment to for a manger to call me back, send an email to a VP and then waited 4 days to be called back only to then be interrogated for 40 minutes by a so called specialist made it clear that this company has no respect for it long term, loyal customers or regard for my intelligence or business. After this I had enough, I immediately called Optimum and will be having this service Fios service cut off next week  for a much cheaper rate than what Verizon was charging and with more features such as better channel lineup, faster Internet, etc. all of which I was told I could not get through Verizon without another 2 year contract. Well thank goodness I never re-upped my contract with Verizon, because you guys are out of my house. After 4 years, with no complaints to have to be subjected to such rude, pompous customer service reps was a disgrace. But not surprising, I had switched from Verizon Wireless to AT&T for the same reason and now will do the same with my Triple Play service. Verizon seems to have this mentality that the customer needs them more than they need customers so the mindset of Verizon is "go ahead leave if you want who cares?"

 

For as such a large organization, Verizon should learn the fundamentals of customer service, such as the customer is always right and not accuse them of lying (never said that but definitely implied it based on the numerous times I was told "well that's not what the customer service reps notes say here"... as if those notes are always so precise and accurate). Then, I was actually told by Verizon "specialist" it was not Verizon's duty to provide me with a way to check my minutes, what am I supposed to do, use a calculator each time I make a call? I was told 'yes' that's what I should have done. Unbelievable, what kind of company expects customers to manually calculate their usage these days? The last thing Verizon should learn is that it is much more expensive to attract and gain new customers than it is to retain loyal ones. Especially one who has about 10 TV's in their home, all of whose boxes I will be retuning next week. Actually, I should thank you in a way for providing such a lousy, crass, non-helpful customer service experience; it actually empowered me to explore other options and find a much cheaper rate and better services and features to boot. Good riddance Verizon.

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Registered: ‎01-21-2013

Re: How do you file a complaint with Verizon customer service

Message 123 of 272
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Verizon FIOS complete failure to offer CUSTOMER SERVICE in the area of a COMPLAINTS.

 

I have tried for days to find an email address for a message I want to send to Verizon executives. It will be longer than 400 characters which is the only method of email communication I have found so far. None of the categories that Verizon demands you to select fit my issue.

On the "Board" where some customers issues are posted, there is no link to an email address to use  for complaints. One posted reply from a Verizon representative said they were sending a "private email" to that customer with an address to use.

Why are you hiding your email address from your own customers? Do you deliberately with-hold it so Verizon will receive only a very few complaints on customer service? If I cannot get through in a private or semi-private manner through your website, I will go out there on every source I can find to post it, so just maybe a real person in Verizon management will read it. Just maybe, that person can get through to more responsible real people who do not usually get bothered hearing what may be wrong in their customer's view. To fix a problem, one has to know it is there.

Ask your technicians, they’re good reliable people who work face to face with your customers. They see something broken. They fix it. They listen to other people real time. Do they ever indicate the Customer Service department is very broken?  Just put an email address out there please. I will await your reply. If you want to send it privately, that is fine with me, you have my email address.

earthwind88

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Posts: 1,416
Registered: ‎04-10-2012

Re: How do you file a complaint with Verizon customer service

Message 124 of 272
(10,928 Views)

earthwind88 wrote:

 ... Why are you hiding your email address from your own customers? ... I will await your reply. If you want to send it privately, that is fine with me, you have my email address ...


 

Actually I don't, nor do any of the other users on this board.  This is a peer-to-peer forum, not a contact system to reach Verizon Communications.  At the bottom of EVERY page there is a "Contact Us" link users employ to send email messages to Verizon Communications, including complaints, suggestions, inquiries, praise, etc.

I've used this method with success in the past, so please try it and report back.  Thanks.
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Registered: ‎01-24-2013

Re: How to file a complaint with Verizon customer service

Message 125 of 272
(10,857 Views)

So it looks as if I am get some help here. I have been fighting the good figfor since may about what I consider bad company practice. I have contacted CS so many times I have lost track. My phone drops calls to an obscene amount, and the companies resolution to this is to make me pay $250 for a network extender. I don't think I need to state the obvious that this is insane. One rep told me that my area is known for poor signal strength, and sort of building a new tower, this is the option. Well, I can think of many more options. 1) give me the network extender for free.  2) lend me the device for the length of my contract, then it will be returned. 3) lower my bill to accommodate the lack of phone I have. 4) release me from my contract free of charge, since Verizon cannot provide the service I am paying for. 5) upgrade my phone free of charge, to a phone that will work in my area.   

these are not unreasonable requests. Verizon's, however, is.  I don't live Ina bunker, the mountains, or countryside even. I live in a very rural area. The other thing is that my husband has a Verizon phone that works just fine in our home. So I feel as if I am just being played and cheated here. Verizon needs to make this right, not me. I will not pay extra money for something that is to piggy back on wifi connection ( which will slow it down as well). Make it right Verizon. I am not going to go away.

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Registered: ‎01-06-2011

Re: How to file a complaint with Verizon customer service

Message 126 of 272
(10,855 Views)

 

We sent you a message on our private support board to assist you and we did not receive a response.  Please repost the issue if you are still experiencing a problem so that we may assist you. 

 

Tonya C.

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Posts: 3
Registered: ‎01-28-2013

Re: How to file a complaint with Verizon customer service

Message 127 of 272
(10,809 Views)

I am shocked by the awful customer service I received from Verizon tonight!  I spoke with a rep, who originally answered my call and was just going around in circles!  I asked to speak to his supervisor (boy was that a mistake!) .  This woman was so rude, she spoke (actually yelled) over me, informed me that I was wrong and couldn't do math correctly.  She also informed me that even though the verizon store told me one thing, they would not honor it!  I was also informed by this lovely lady (hear my sarcasm) that my employer offered discount will not kick in for up to 2 business cycles, therfore Verizon will be stealing 44 dollars from me for the next 2 months!  When I asked to speak with her supervisor, she informed me that he/she would call me back in 24-48 hours and refused to give me the name of her supervisor! She also negated everything her rep told me.

 

Concerned and irritated customer, currently looking for another cell phone service (what do you suggest?)

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Registered: ‎01-28-2013

Re: How to file a complaint with Verizon customer service

Message 128 of 272
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Love the ridiculous  response from verizon every few complaints!

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Posts: 227
Registered: ‎12-02-2012

Re: How to file a complaint with Verizon customer service

Message 129 of 272
(10,783 Views)

@uconngurl82 wrote:

I am shocked by the awful customer service I received from Verizon tonight!  I spoke with a rep, who originally answered my call and was just going around in circles!  I asked to speak to his supervisor (boy was that a mistake!) .  This woman was so rude, she spoke (actually yelled) over me, informed me that I was wrong and couldn't do math correctly.  She also informed me that even though the verizon store told me one thing, they would not honor it!  I was also informed by this lovely lady (hear my sarcasm) that my employer offered discount will not kick in for up to 2 business cycles, therfore Verizon will be stealing 44 dollars from me for the next 2 months!  When I asked to speak with her supervisor, she informed me that he/she would call me back in 24-48 hours and refused to give me the name of her supervisor! She also negated everything her rep told me.

 

Concerned and irritated customer, currently looking for another cell phone service (what do you suggest?)


 

 

Hello,

 

Is your issue relating to your cell phone service only, uconngurl82, and not your residential home service (TV/Internet/landline phone)?    

Was the store that you visited before a Verizon Wireless Store and not a Verizon FiOS TV local store?

 

If the problem you're having is solely limited to your cell phone service, then the matter would have to be addressed by Verizon Wireless.  

To reach Customer Service for Verizon Wireless, you can:

OR

  • dial *611 from your Verizon Wireless cell phone

OR

  • call (800) 922-0204.  Their hours are Monday-Sunday 6am-11pm.

 

Verizon Wireless also has their own FORUM where community members can post their concerns/issues via: 

https://community.verizonwireless.com/welcome

 

On the other hand, if your issue is concerning ONE-BILL (combining your Verizon Wireless bill with your Verizon FiOS bill), then you can confirm the eligibility requirements for ONE-BILL via this link:  https://www22.verizon.com/ForYourhome/OneBill/main/OBMain.aspx

 

This particular forum here you just posted on is to support Verizon residential customers (for home phone/landline, TV and internet service only).

 

If, however, your issue is indeed pertaining to residential service and you need to confirm/address some information mentioned to you by a local FiOS TV store, then I would call that store directly and ask to speak with the Verizon Store Manager to have your issue escalated.  This is a list of local Verizon FIOS TV stores and their phone numbers:  http://www22.verizon.com/support/residential/tv/fiostv/general+support/account+issues/questionsone/8...

 

 

Hope this helps!

 

 

 

 

 

 

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Posts: 3,220
Registered: ‎02-24-2011

Re: Get help--make a complaint

Message 130 of 272
(10,665 Views)

Tabiley,

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.

Anthony_VZ

**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

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