I am writing to complain about the poor customer service
that I have received this week and how Verizon Customer Service is not doing
anything to remedy the situation.
I will begin with my timeline of the events:
3/31/14 My call started at 9pm CST into the 611 Verizon
number to discuss an issue with Facetime and possibly adding their internet on
my IPAD. I was placed on a 30 mins hold before the customer service rep (CSR)
Cynthia got on the line. We discussed my issues and that took about 30 mins.
Then she made me aware of the promotion that was ending that night with the
IPhone 5c 32G phones that all 3 of my lines were eligible for with it being
Free plus $30.00 upgrade fee and taxes that she calculated were $2.41 so $32.41
for each phone, which I was never advised that I was eligible for neither mail
or email or call until I called in that night.
I agreed and she was processing the order of the 3 phones and made me
aware that the phones were on back order until 4/25/14 which I stated that I
can wait for the phone and she confirmed that she would process the order for
the Promotion and my fees were to be billed to my account and show up after the
phones are shipped. However she couldn't, your system would not allow her to
process the order so she transferred me to a supervisor Eric ID 550737 to
further assist me. Eric then stated that he tried to process the order but
couldn't as there was something wrong with the system. He couldn't transfer me
to the department who could override this as they had left for the day. He
stated that he would call me back the next day and discuss with that department
and transfer me to complete the order and he stated that the Promotion would
still be Honored as I had called within the timeframe and it was a Verizon
system issue not my fault. We ended the call at 11:15pm CST.
4/1/14 At 3:11pm CST I receive a call from Eric stating that
he was calling to transfer me and complete my order for the phones. He
transferred me to Lucas in Customer Loyalty Team and then Eric left the line.
Lucas then proceeds to tell me that he cannot honor the Promotion since it was
over. He stated that the phones were sold out and I confirmed that I knew that
the phones were on back order but that I was promised that the order would go
thru since it was their system that wouldn't process the order last night. He
stated that he could only offer me the Iphone 5c 16G. When I declined because
that was not the Promotion that I was promised he seems annoyed that he was
doing me a favor giving me a lesser grade phone. I asked for a supervisor
however I was declined and told that they were all in a conference. He stated
that he would have a supervisor call me back within 24-48 hrs. I asked for the
name of his department and a phone number directly to their department
4/1/14 At 6:09pm CST I called the number 800-793-5763
because I was frustrated and dissatisfied with the response from Lucas and
wanted to speak to a supervisor. However when I called it was a recording to
put an ext in and picked a random number to speak to someone as Lucas never
gave me an ext. I then got someone in the real estate department, therefore
Lucas gave me a false number.
4/1/14 At 6:14pm called 611 and spoke to James and explained
the situation all over again. He stated that the CSR got an email that day in
regards to the system error that did not allow CSR to process the orders on
3/31/14. He then stated that he saw Eric’s notes in the file about the order
error and transfer to honor the promotion. James stated that he was going to
note the file again and transfer it to the offline team that was dealing with
the system error to call me to resolve the issue and complete my order. I
should receive a call within 24-48 hrs.
4/3/14 At 6:40pm CST called 611 and spoke to Mike to check
status on my issue. He stated that he saw some notes in the file but nothing
indicating from Eric supervisor stating that I tried to process the order on
3/31/14 before the deadline of the promotion. I got annoyed because I was told
on 4/1/14 by James that the notes were in the file. Therefore I again explained
the situation and he stated that he was going to send an email to a supervisor
so that he can follow up with Eric the supervisor that I spoke to and get this
resolved. I requested to speak to a supervisor and was transferred to
supervisor Mike that the previous CSR explained my issue. He stated that he
knew the issue and would forward the information along. He was very condensing
to me and talked down as annoyed that I requested to speak to him. He blamed me
for not placing the order prior to 3/31/14 as he believed that I was advised of
the promotion because Verizon sent out a mailing. I confirmed that I was not
aware until I called in on 3/31/14 and he was still talking down to me. He stated
that he would forward the information. I confirmed that I would file a
complaint to Corporate as I am getting the run around and he can forward the
information on his end.
I am extremely disappointed with all of the run around that
I am getting regarding an error that Verizon had on 3/31/14. This is completely
not what customer service is and beyond ridiculous that this issue has reached
Please also note that the two times that I was told that
someone was going to call me within 24-48 hrs that has not happened. I was told
on 4/1/14 and it is 4/3/14 and no response. I am the one that keeps having to
call and no one knows what is going on.
If this does not get resolved, then I will have no choice but to file a complaint with
Better Business Bureau.
I very dissatisfied and frustrated customer.