Why do Verizon Customer Service People Lie?

[Rich3131]

I have been trying for quite some time to resolve the fact I didn't receive my port-in credits.

I spoke to Trey in Seattle, who said he'd take care of it. When he didn't, I couldn't reach him again, and there was no notation in my account.

Peter from Albuquerque said he'd take care of it, and I even got it in writing from him via email. He didn't, and emails back to him were ignored.

Will from Columbus said he'd take care of it personally, and the credit would be on my account by 2:00 that day. He even gave me a direct phone number to reach him if there was a problem. He didn't do it, and a half-dozen calls to his "direct number" were completely ignored over several days.

Just yesterday, I spoke with Rodney in Greenville, SC, who wouldn't help me, but assured me his manager, Brett would call within 24 hours. When I told him I had been promised a lot of things that weren't true, he said " Well, you've never spoken to me, and I guarantee you, if I say it will happen, it will happen." 24 hours come and gone. No call. No nothing. Rodney is just another liar from Verizon.

[Rich3131]

Let's add Marc to that list. Supposedly called me back in response to my conversation with Rodney. Left a phone number to call him back. Left him several messages, no call back in three days.

[vzw_customer_support]

Rich3131,

We regret to learn you had an unpleasant experience with us. We strive to provide our customers with top notch customer service. You are the best and deserve best. We can turn this around. You have sent you a private message so we can further assist you.

JuanD_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!!

[Rich3131]

While I appreciate JuanD_VZW's offer, I have contacted him and provided him with the requested information, and have heard absolutely nothing back. Should I add JuanD to the list?

[Rich3131]

Still no response from JuanD_VZW-- you know, the one who said I was the best and deserved the best. It sounds like what he believes I deserve is to be ignored for days. That would be consistent with Marc from South Carolina who left me a message to call him back right away "so we can work this out." Over a week of voice mail messages to him has elicited absolutely no response.

I spoke with Josie in Tucson today, who was very considerate and very helpful. Thank you, Josie. She promised the credit would appear in my next bill. I genuinely believe she is trying to help. However, given I was told the same thing by Will in Columbus and Peter in Albuquerque, I'll believe it when I see it (but I'm hopeful-- Josie seems genuinely helpful).

For your enjoyment, here's a link to a local Verizon store that still has the $200 port-in credit advertised on their Facebook page-- the same one I was told repeatedly did not exist. How come I can find these things and Verizon can't?

https://www.facebook.com/vzwColumbiaAve?fref=nf

[Fedupwiththis]

They keep charging me monthly fee for a phone I had canceled in June and every time I speak with customer service they give me different answers.  They must not even keep their records straight in the system.  At least try to keep telling the lie the same every time!!!

[Rich3131]

Many customer service teams are incented by the number of calls they take, the length of the call (shorter is better), and the number of calls that need to be escalated (fewer is better). I don't know if that is the case with Verizon, but it would explain why we get so much conflicting information. The rep is incented, essentially, to get you off the phone, and has no real ownership for solving your problem. I've kept notes of the wildly conflicting things I've been told by Verizon reps--they'd be funny if they weren't so frustrating.

[Fedupwiththis]

Well I have made it a point to keep them on the line until they get me a manager...  I've spend several hours now between the ppl I've spoken too (each one says a different thing)... seems to me that they are wasting perfectly good cust service time on something that could be taken care of it they would follow-through.  In my case it was their mistake in the first place, but for every penny they attempt to get out of me they are paying these people a dollar!  Job security I guess!

[Rich3131]

Just got an unsolicited text from Verizon suggesting that they are doing the exact opposite of what Josie in Tucson promised. I guess I should have seen it coming. The old "get the customer off the phone as quickly as possible" ruse worked again. She promised to resolve things to get me off the phone, and then I get a text saying Verizon won't do anything.

Still waiting to hear anything from JuanD_VZW, who "wanted to help."

[fernandobot]

did you purchase your devices on the device payment plan?