Just got off the phone after 4-1/2 hours with Verizon Wireless to discuss a charge to my account that was supposed to be "handled" in April...... I'm exhausted. this is the third time I've called to discuss a $25.00 charge on my bill for a phone line that I asked to be discontinued way back in April 2015. I had called to discontinue a phone number that I had and I do not use any longer (why pay for it, if it's not needed). I also called to transfer my wife's phone number from her "standard" phone to my old smart phone. Of course, transferring the number added cost to my account, so he immediately got that done. The discontinued line, he had to "work on it", but assured me that it would be gone before my next billing cycle (approx. 2 weeks).
Well...... got my bill a couple of weeks later, still being charged for the line I asked to be discontinued. Called Verizon, again, got another agent who was apologetic but told me she could not discontinue my phone. I had to call a special number to do that. She also said she would put a credit on my account in the next few days in the amount of the phone line charge. She also had some "discount" she could do to save me money...... I'm always into saving money, so I agreed. I hung up the phone, called the "special" number and suspended my phone, no automated option for discontinuing.
Fast forward, went onto my Verizon account today to pay my bill, no discount was showing up, just the total bill amount prior to my last phone call. OK, I'll call customer service and see what's going on. First call, got a clueless agent, then my call was disconnected. OK, a dropped call from a phone company...... makes sense, right? OK, called back, gave my spiel, again, got no help from the new agent, asked to speak with a supervisor, all were busy, but they would be happy to call me back in a few minutes.
Waited 1.5 hours, no call back. Now, my patience is about exhausted. Called again, this time a asked directly for a supervisor, that I did not want to get mad at him and that he could not help me. No supervisor was available. I then asked if maybe I got the wrong department and wanted to speak with the "customer service" department. He said that he was in the customer service department, I then told him I was a customer and I needed service and wanted to talk to a supervisor, still, all were busy. One would call me in a few minutes, I told him that I had heard that before, then I asked how I could file a formal complaint with Verizon Wireless concerning their customer service. He told me to go to the website. I explained to him that nowhere on the website had a place to file a complaint, I had already looked. He responded by telling me to talk to a supervisor...... you know, the one that won't call back?
Again, I waited for that return call..... nothing (I'm still waiting). Anyway, I called again, cause it's raining and I have nothing better to do. This call I immediately asked for a supervisor, the nice agent tried to find one.... all were busy. So, she asked what my issue was, once again, I explained my plight. Her answer was, I can help you with that. It took awhile, but, she did help me to cancel the line and credit my account an appropriate amount for the line that should have been cancelled in April. She really didn't come out and say it (probably because we were being recorded) but admitted that some of their agents aren't as knowledgeable as they should be. She also said that cancelling lines counts against the agent who receives the request, so it's easy to see why most of them didn't get it done for me. I also asked why the supervisors were being protected from talking to irate customers such as myself? Her answer was that they were very busy with complaints and problems...... really?
Anyway, I thanked her for her hard work and asked if I could give her a good review, she said I could talk to a supervisor, one would call me back.... that was over an hour ago. Think I will hear from one, even to give this lady a nice review?
Sorry for the long rant, but it's been a long day with these people.
