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Repost - Letter to the CEO - RUDE customer service.


Sadly, my user ID and last post seemed to disappear from the forums, so here's a repost.  NOTE:  that means any/all messages sent to me also "disappeared".  Maybe because I accused them of "bait & switch"?

Mr. McAdam,

I wanted to share my experience with you as I think some of your customer service representatives need more training.  This happened today between 14:00 EST and 14:30 EST on 05/2/2018.  My goal was to change my home phone number or get rid of the home phone service altogether.

Leslie via chat informed me it costs $22 to change my phone number, but if I cancelled my phone service I would actually SAVE $30 per month as I'm currently not getting a discount on my phone service.  She gave me the number to call to make these changes on my account [removed].

I then spoke with Nancy on the phone.  She informed me that the information supplied by Leslie was not correct and that I would pay more money if I changed my services.  Her only defense was to say that "what Leslie told you was incorrect".  I told her that this situation seemed awful similar to bait & switch used in the retail world.  She made it clear that she couldn't help me so I requested a supervisor.

Off to chat with Kimberly MXX.  She was unbelievably rude and sarcastic.  I have never, ever in my 48 years of life been treated so rudely by a "customer service" representative.  I must say that I had to fight to keep from cursing at her.  She's a huge ball of negative energy.

My point;  I don't want home phone service anymore.  I refuse to pay $22 to have the number changed when I don't want the service at all.  I made it clear when I signed up that I didn't want a home phone.  I was going to use the $30 monthly savings to add channels to my current line-up.  Ms. Kimberly [removed] is a rotten excuse for a human being.

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Re: Repost - Letter to the CEO - RUDE customer service.


You could have changed your phone number from your MyVerizon account online for FREE. The is only a charge if you interact with Customer Support to change it.

If you want to cancel the line, then you would have to call customer service at 1-800-922-0204 or visit a corporate store. You can't cancel services online.

As information and education to others reading this thread:

If you had created duplicate posts on this site, only one would have remained as posting duplicates is against the Terms of Service (ToS) for the community forum. Since you agreed to those terms when you registered for the site, it might prudent for you to read them thoroughly. Posting personal information about yourself and others including VZW employees are another no-no according to the ToS. Posts reported to the moderation team are temporarily removed from view until they are reviewed, edited, or determined by the team to be permanently removed. Just because you can't see the post, doesn't mean it isn't still there or it won't be returned.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.


Re: Repost - Letter to the CEO - RUDE customer service.

Sr. Member

If you didn't want home phone services to begin with, why did you sign an agreement for the service? You can say no you know. I don't see why an agent should take a hit for a disconnect over service that wasn't needed.


As far as charges, it's $15 to change a number and $7 for an agent assist fee. This puts you at $22 or you could do things from My Verizon to avoid these type of fees.

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