posted on Jan, 31 2013 @ 02:58 AM
How on earth do they get away with this crap? I’m so sickened by the BS I have been dealing with because of this company. They employee the
biggest group of rude incompetents I have ever experienced.
I will post below the email I sent to Verizon and the 2 replies. PLEASE feel free to tell me about any similar situations you have had with any of
the cable/internet providers you have had.
On Wednesday afternoon I called Verizon to find out how much I need to restore service.
A male agent told me I needed 230 dollars. I told him there must be a mistake, and that I had just paid 150 less than a week ago. He said ‘No, you
need 230’ I told him there must be something wrong, that I’d never had to pay that much to get service restored, and I asked him to please see
what he could do. He was rude and very short with me. He didn’t want to hear what I had to say. He told me in NO UNCERTAIN terms, repeatedly,
that I’d need the 230 to be restored. I asked him to connect me with a supervisor. ((((I’d like to know if my asking for a supervisor was also
noted on my account. Why on EARTH would I ask to speak to a supervisor if he told me I only needed the partial payment of 109 and not the full
230?))) After arguing with me about it he said ‘Sure if you want to wait fifty minutes?’ I said ‘no problem’. He connected me to a busy
signal which was followed by a dial tone.
At this point in my day I had 150 dollars in my bank account. I would have called right back, but I had to go to work. My sister called me there with
an emergency; she needed to borrow some money until Friday. Knowing I wouldn’t have the 230 for the cable bill until Sat anyway, I lent her the
When I got home late that Wednesday evening, I opened my computer to see the Verizon page. It said I needed 109 dollars to restore service!! You can
understand my frustration at that point because I no longer had 109 dollars. I thought to myself ‘boy, that agent really messed up. Not only was
he rude, he was dead wrong. As I went to sleep that night I assumed a call the next day to a Verizon Supervisor would be helpful. I was sure that
when I told a CUSTOMER SERVICE SUPERVISOR about the tone of the short spoken agent and drastic misinformation I was given the day before, he or she
would be at the very LEAST apologetic; and I had hoped he’d be willing to work with what I had to restore service after considering the
circumstances that were the FAULT of the VERIZON agent that he SUPERVISES. BOY WAS I WRONG!!!!
The next day I called back to Verizon. This time the agent was female. After giving her my information I immediately asked to be connected to a
supervisor. She told me I needed to explain why before she could connect me. I told her about the horrible customer service call the day before, the
misinformation I received, and the dilemma I was left in because of it. She told me there was nothing that could be done about it. She DIDN’T
apologize, and she said she could not connect me to a supervisor. I WAS FLOORED!!! She said, ‘You can give me your phone number and a super will
call you back in twenty minutes.’ I, now very irritated, explained to her (even though she should have known) that my phone was off due to my
service interruption. She then HAD THE NERVE to say to me “Well most people have a cell phone we can call.” WELL I’m not ‘most’ people, and
I do not have a cell phone. That conversation went NO WHERE, she was zero help, and she also was rude.
I hung up, and called right back. The next female agent listened to me, was VERY polite, and was happy to get me the supervisor on the line. I
thanked her wholeheartedly for her EXCELLENT SERVICE. The male supervisor was on the line shortly after.
I immediately asked him to forgive my tone and explained that I was very frustrated at that point, and I explained the situation. I told him about
the 2 agents whose customer service was nil. He told me that the first agent I talked to told me I needed to pay 109, and he had noted that he told
me that in my account. I was outraged that he was insinuating that I was lying and told him so. He went on and on very long winded about how he
doesn't insinuate things and how he says what he means. He interrupted me EVERY TIME I tried to reply to what he was saying and then accused me of
not letting him talk. He told me that I must have just misunderstood the first agent. AGAIN, I’M FLOORED!!! Now he is insinuating that I’m not
capable of understanding plain English. I couldn't believe that instead of being apologetic to me he was basically calling me a stupid liar. I
could not believe how much arguing he was doing with me.
At one point I tried to put the conversation on a lighter note and actually complemented him on his eloquent speaking skills. It did no good. He was
NOT listening to a word I was saying and I was soon laughing… but not from anything funny. I was laughing because I could see the conversation was
going nowhere and he was the third Verizon employee that I’d dealt with who ABSOLUTELY does not deserve the title ‘customer service agent’.
I knew what I was asking for (I offered to pay 50 that day, and could pay the remainder in 3 days on Sunday) was a bit of a stretch but I’m pretty
sure it was doable. EVEN if it wasn’t, the VERY LEAST he could have done was apologize for the mishap or offer me a free movie or ANYTHING to make
up for the mistake…instead he (in a roundabout way) accused me of lying and not being able to comprehend the simple difference between the numbers
230 and 109.
The last part of the conversation went EXACTLY like this….
ME: I’m soo done with Verizon.
Him: So you want the service disconnected then?
ME: I’m just done with it.
Him: Ma’am, are you saying you want me to disconnect the service?
NO!!! I didn’t want the service disconnected just yet, and that’s why I didn’t answer his question. I have 2 teenagers who use the internet
almost every day for their school work so I knew I’d need my service on until I could make other arrangements. I paid the 110 Thursday night at 730
p.m. It’s now 2:30 a.m., and still, no service.
While the supervisor I spoke with displayed great speaking skills he lacked something that is far more important in the world of customer service (as
did his employees) and that’s LISTENING.
I admit I was probably a little difficult to deal with, but had ANYONE listened to me and/or assumed any responsibility for the first Verizon agents
gross mistake, they would have understood my frustrations. A simple, genuine I’m sorry would have gone a looong way to ease my tension.
I would like the names of all four of the representatives that I spoke with. I would also like to discuss the issue pertaining to the bold faced lie
I was dealt. One of your representatives flat out lied, in what seemed like an effort to make it look like I was either lying or sub intelligent.
Either way, it’s BEYOND wrong, and leaves a VERY bad taste in the mouths of anyone who can understand the deliberately shady tactics used by Verizon
employees to undermine their customers.
The above portion of this letter was written a week ago and was sent through Verizon’s web page email. I received a reply to my Hotmail account
that said I need to go to myverizon and view the profile and would see a notification of the reply. I did that, there is nothing there.
In continuation of my Verizon experience: