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I have been a customer for twelve years with VZW. Have just had the most horrible customer service experience and would like to know who to complain to.
It began with a bill that is 10-days past due. I have excellent payment history, have not been late on a payment in years. I got a draconian email stating my account was in danger of a suspension because of the past due balance. I called customer service, got transferred and set up a payment arrangement to pay balance in four days. Then I got a text message I needed to contact customer service right away. The text message was sent after I made the payment arrangement and said my service was going to be interrupted in the next 24-hours without a payment or payment arrangement. I called customer service and asked for a supervisor to complain I had gotten the text message after I had made the payment arrangement. The representative put down her headset. I heard talking in the background. She was talking about my account with a male in the background. I could hear her reading the notes out loud, making comments and and were laughing because I was past due and wanted to speak with a supervisor. Yes, it really was that bad. The names of these fine folks were "Marquis" he said he was the "supervisor" and "Miss Thompson" in Norfolk, VA.
Any suggestion how best to escalate this complaint? I have never experienced customer service as unprofessional and demeaning as this. EVER.
As soon as my contract is up, I am looking for a new provider.
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Why did you call in to complain about an automated message that was accidentally sent? Seems to me it would have been easier to either just ignore it or politely check to make sure your arrangement was indeed set.
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I had the same experience today. The treatment they give is hard to ignore. Their policy is to continue to send text and calls even when a payment arrangement is established. They are hostile to customers who have been long term customers. It is too bad and we should not be told to ignore it.
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Those automated reminders, whether calls, texts, or emails, are made from a database of customers with past due accounts, etc. If you make a payment or an arrangement and then receive a call or whatever a couple of hours later, it is only because the information has not reached all of there systems yet. Sort of like when you get a bill that shows a past due balance, and you see on it, "If you have already made your payment disregard the past due balance. Thank you." It isn't Verizon policy to abuse longtime customers, but if a balance is late (even if you have never been past due before), what matters is the payment that is. I don't understand why people think a company is evil and greedy when they give reminders for payments that are late. If you didn't get your paycheck, would you let it slide until your boss was able to pay? I think not.
