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Just wanted to make people aware of a customer service culture seems to be rampant with Verizon. Below is the story of my treatment which I'm socializing to the greatest extent possible as my contribution to Verizon's request for feedback. Below is the letter I am sending to every contact and media outlet my research generates.
To Whom it May Concern,
I’m writing this to make people aware of the horrendous customer service and treatment I’ve received from Verizon after switching from AT&T only 2 months ago. I’m posting this here, and everywhere, in hopes of getting corporate email addresses or snail mail addresses, as my intent is to spread awareness to everyone I possibly can in the Verizon structure and customer base.
After switching from AT&T, my wife decided to go back to AT&T as the service in our home was shoddy. I, unfortunately, decided to stick with Verizon, as my service was better at work than AT&T. We returned her iPhone 6s on day 13 of the 14-day money back guarantee period. Weeks later, I noticed my account was over $800. I was being charged for the returned phone. I assumed this to be no big deal – just an administrative error. I called in and spoke with customer service representative Fatina on Nov 8. After 2 hours on the phone, and confirming the return with the store where I returned it, Fatina said that the account credit needed to be approved by higher authority. She “guaranteed” she would follow-up with me the next day. Of course I was skeptical that she would actually follow up. I waited 3 days for a call back or the charge to be reversed on my account but nothing happened. I’m not the kind of person that takes being blown off lightly.
I called back on Nov 11 and spoke with Allison. I told Allison that, I was blown off by Fatina and I would not let that happen again. She assured me she would handle everything to complete resolution. I proceeded to explain the situation to Allison and she referenced the notes on my account from Fatina. We quickly learned that Fatina did NOTHING to resolve the issue after she hung up with me. So Allison and I started all over again to resolve the charge error. Once again, after another hour and 35 minutes on the phone, she stated additional actions needed to be approved by higher authorities but she “GUARANTEED” she would call me back the next day to follow up. I politely apologized to her stating that Fatina stated the same thing and then blew me off, so I wanted to speak with a supervisor to get the same assurance from them. Supervisor Cassie (Cassandra) got on the phone with me and after another 30 minutes of discussion, Cassie convinced me that Allison would absolutely call me back the next day for a status update. She asked me to fax my return receipt as that would help expedite things, which I did. So, once again, I was “GUARANTEED”, this time by a supervisor, that the issue was being resolved, but it would take time and I would receive a follow-up call the next day. But to my absolute disbelief, I was blown off yet again.
As of today, Nov 14th, I’ve spent almost 4 hours on the phone with representatives, and received no call backs or account credits.
Where does Verizon get these employees that think it’s acceptable to treat people in this manner? How can Verizon endorse such a culture? They refuse to give you their contact number stating it’s company policy so the customer has no recourse to follow-up. Then once they hang up, they’re off to another phone call since they know the dissatisfied customer has no capability to reach them again.
I will do everything possible to spread awareness of this culture that is rampant amongst Verizon lower-level support employees. I’m convinced that the corporate structure is unaware of this customer service climate, and will attempt, in any fashion, to open eyes. As for the charge error, I know my rights as a consumer, and I’m well aware of my legal recourse.
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This is definitely not how we wanted to start off our relationship Ltdplus9. I completely understand how frustrating this whole situation has been for you, and I apologize for the lack of follow up with the call backs you were promised. Verizon Wireless has a strong customer commitment to delivering the best from our service and staff. I am disappointed to hear the service you received did not reflect this commitment. Let’s get to the bottom of this once and for all. We definitely don’t want you regretting staying with VZW, and want to help turn this bad experience around.
So that I may better assist I will need to access your account. Please reply to the Direct Message I just sent you so I can review the account and check on the status of the credit. For a credit of this high amount it can take a few days for it to be approved and show up on the account. But once I have access to the account I can better assist.
JohnB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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I think my pw is [removal required by Verizon Wireless Terms of Service] . Pls review my initial threads/messages. I Returned everything except for the [removed] number. This is insane. Can you help. I don't understand why no one can fix this.