Most customer service call centers are for INBOUND calls, and reps are not allowed to call out, particularly to another rep. Call centers are also sometimes in totally different parts of the cou...
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Most customer service call centers are for INBOUND calls, and reps are not allowed to call out, particularly to another rep. Call centers are also sometimes in totally different parts of the country, so the rep is probably telling the truth when they say the don't know John Smith or whoever. I spent five years working in call centers in high school and college, (no, not Verizon) and if I had ANY ability to reach out to another non-management/supervisory rep, it was via email. While this situation sucks, it is, in fact, stated on the Customer Agreement that: This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement. This agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, predecessors and successors in interest. Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state. Verizon isn't going to cut your bill in half because a rep said your bill would be $50, and they don't have to. I'm not saying I think that is right or that I agree with it, but it's the truth. She said the plan would be $50, and it is. Unfortunately, the plan doesn't include the access fee. Plan gives you minutes, text, and data, access means you can use it. If you keep escalating you might get them to release you from the contract without an ETF, but if that is offered or promised, be vigilant in watching that last bill to make sure you don't end up with a huge fee putting a black mark on your credit.