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Chain of Command/ Complaints

Miembro

I had previous issues with my contract being put in as a 24 month payment plan instead of a 1 year upgrade leasing agreement.

 

I called them in November to see about getting this issue fixed, after explaining the circumstances he agreed, and told me he'd send it to the escalations department and I should hear back in 3-6 weeks.

 

Fast forward almost 3 months to now, I called again to check in on this as I never heard back. The customer agent now proceeds to tell me the previous associate didn't put any notes on my profile, and that the previous associate blatantly lied when he told me it was being taken care of and sent to escalations. This agent then also told me that nothing could be done and I'd have to pay off the full balance of the phone.

 

Not only am I being held financially liable for a mistake on Verizons behalf, I was either lied to in my first contact with support, or am being lied to now. 

This should not go unaddressed, but I do not see any channels to lodge a formal complaint to corporate or to the management of customer support. 

Any suggestions or contacts to lodge a complaint to?

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Re: Chain of Command/ Complaints

Expert

There hasn't been an option to upgrade with a one year "lease agreement" for a number of years now unless customer service can still offer them as part of a loyalty plan to keep a customer from leaving the carrier. 

With the 24 month purchase agreements, you can pay off the remaining balance at any time provided you are aware any promotional credits are forfeited if you pay off the device payment agreement balance early. 

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

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Re: Chain of Command/ Complaints

Expert

Complaints can be sent to the correspondence address listed under the Contact Us link at the top of every Verizon Wireless web page. 

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

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Re: Chain of Command/ Complaints

Asistencia al cliente

Sam597795, it is important to us that you we get your issue resolved the first time, and that we're clear when it comes to our your phone agreement. We will be a sending you a Private Note through your profile shortly, so please check your inbox. Thank you. EricaG_VZW

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Re: Chain of Command/ Complaints

Sr. Member

You can't just request to pay a year, doesn't work that way.  If you're paying the full 24 months, you bought a phone that doesn't qualify for an anual upgrade.

 

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