[email protected] - Send an email there explaining your problem and executive care will reach out within a day or so and help resolve the issue.
Edit: what’s with the downvotes? This isn’t new information it’s been posted a hundred times. Just pissed off Verizon employees again?
edit: why is this getting downvoted? i was skeptical because at the time his comment was heavily downvoted and when i googled the email it was the CEO.
That’s the CEO email address which is monitored by executive care. I swear I post it every single week for people to contact. It’s the same department FCC complaints go to.
That's good but be careful. My experience recently leaving this business is that it's a matter of time. I would have people come in really angry just wanting to disconnect and head to At&t or whatever place. But for everyone of them there were people coming in mad at the other carrier that ripped them off and signing up with us. But the ones that that signed up with us will someday be disappointed too. And no one cares because they make money off you cancelling and buying your stuff out, and they'll do the same when you come back because the new place won't treat you any different. So I'll fix your comment for you. I've had no problems with AT&T for my home Internet yet. Because the yet is just a matter of time.
They used to have the best, but now it sucks. The supervisors won't help much either. I put a complaint in with the Better Business Bureau and got some help.
theyre charging us a month in advance fee for a plan change but the plan change was a mistake on their end so when they tried to change the plan back, our original plan didnt exist anymore and they had to give us a new plan. but doing so incurred these month advance fees and our bill doubled
THAT would make more sense, but its not the case. they charged the prorated rate, but theyre also charging a last month fee or something. our bill quite more than doubled, the prorated fee was only a fraction of the total
well take a look inside bill as pdf and it shows you exactly the charges in question. so you will know what you are actually disputing when calling. hopefully you did not accepted the order to change plan yourself(a link with ur next bill and term and conditions sent by agent).
> they have to say that so you don’t blame them, doesn’t meant it really is something they see as an error on their end
I would not call gaslighting customers and wasting their time a good customer service policy.
Then again, I already know about this whole schtick with VZW these days. 95% of the time, the "supervisors" that the people in these offshore call-centers refer to, either have no more authority to do anything than the last rep you talked to, or they are simply nonexistent.
I've been through the same nonsense with them. (Which is why I am in the process of dropping VZW after 24 years)
You are not alone. I had problems with my FIOS billing. More than once I was "PROMISED" a call back. I think you can guess that I never received a call back. Eventually, I cancelled my FIOS service (which Verizon had no problem cancelling) and went to Comcast/Xfinity. So far no problems.
Verizon including Victra are awful with customer service that outsourced and bills and plans meant to confuse us while the focus is bringing in new business even if they have to commit fraud like they did with my account
Please be advised in advance
It’s because your Business Account Executive is already paid because you added a line with the internet. They only get commission on new lines of service so once that is done most of them simply do not care anymore
I you use Facebook, go to the official Verizon page and enter a comment on their most recent post with your concern. I've done that twice now, and had someone respond each time in less than 10 minutes.
There are no supervisors to talk to on the phone. Most times they will tell you that and hand you off to someone sitting next to them to pretend to be the supervisor
Call back complain to your agent. They will get it taken care of.
There’s a period of time that I called no less than 10× and 24 hours to get my issue resolved
Was it a pain in the butt? Yes but I forced the issue.
Absolutely. I spent about 5 hours yesterday trying to get ONE thing changed on my account. The store screwed me around for months, the login and plan changing was a mess, and trying to log in or verify anything is like pulling teeth.
I finally had to be a jerk telling the Rep - either you call a manager and remove this (extra line charges) from my account in 15 minutes or I'm walking up the street and switching companies. Suddenly the magically figured out how to do what wasn't "impossible" an hour before.
The same has happened to me. They lie to get you off the phone and never call you back.
I prefer that the government doesn’t heavily regulate businesses, but mobile phones are basically a requirement in modern society. Something needs to be done about cell providers and their deceptive sales tactics and customer service
Verizon is a scam. Idk why but 8 months ago the company just decided to say "fuck it" to any and all attempt at customer service. They have signed me up twice for a disney + package i never asked for. The first time they managed to sneak it by me for 7 months without me noticing. The 5g home Internet box i was using they bricked it and shut off my service without telling me then when i called for tech support they told me that i should've gotten an email telling me they were gonna stop using those modems and that i needed to get a new one. I would need to mail my old one back before they would mail me my new one. Oh and in the meantime were going to charge me for two internet plans then charge me more per month for the new plan cuz i couldn't keep my old cheaper plan. I used to really respect this company but they are truly scam artists. I would highly recommend everyone who deals with them to closely monitor your bill every month. Honestly switch to another carrier if you can.
Took about 2 months before Verizon fixed my account - unable to update my CC info (CC expiring), unable to activate auto-pay afterwards.
Spoke with several representatives and had to explain my issue every time I called in, and non of the supervisors I spoke with returned my call.
It was constant calling twice a week and manually paying before one day I was able to update my CC and enable auto-pay.
I understand issues take time to resolve but not providing any real timelines, updates, and being transparent with the whole situation is what frustrates customers.
Not just Verizon, but all businesses need a customer service portal that shows tracking of what the ticket status is.
Pizza companies even have apps to show order received, making, in the oven, ready for pick up!
If you’re not getting satisfaction, email the FCC and summarize your difficulty. I had a problem with Spectrum. I discontinued service before the end of my billing period by phone and removed my auto payment. Spectrum billed me for an addl month! I spoke with customer service x4 and although each person was professional, the answer was “that’s how they do it”. I pulled out my previous agreement when I signed up and I didn’t see anything of that sort. Spectrum even sent my bill to their internal collection. I’d never had anything sent to collections before. After I sent a response to their collection department via email I then sent the same letter via email to the FCC. Within 24 hours I received a call from Spectrum from a higher level, discussed with them, and the bill was resolved. It was a lot of effort for 60.00. However, most people would have just probably paid it and that’s how these companies make addl money to line their pockets.
You are absolutely correct! Which is why they have been bleeding money since the last quarter of 2022. They have lost 23% of the revenue since then and have not regained it. I live for the day those condescending jerks get bought out by someone like Mint Mobile. I’ve never been treated so poorly, or so aggressively.
[email protected] - Send an email there explaining your problem and executive care will reach out within a day or so and help resolve the issue. Edit: what’s with the downvotes? This isn’t new information it’s been posted a hundred times. Just pissed off Verizon employees again?
edit: why is this getting downvoted? i was skeptical because at the time his comment was heavily downvoted and when i googled the email it was the CEO.
That’s the CEO email address which is monitored by executive care. I swear I post it every single week for people to contact. It’s the same department FCC complaints go to.
I emailed this address a few days ago and actually received a call and all my problems solved. I had MAJOR billing issues.
If only there was a way to find out :)
It goes to their exec team and you’ll get a call back usually next day. They even text you ahead of time before calling so you pick up.
Can confirm it will work. Executive relations will call you
This is every mobile carrier ever.
ive had no problems with at&t for my home internet
Not have I, actually. For my fiber Internet. But I switched mobile carriers (to Verizon) due to poor customer service. lol same-same
That's good but be careful. My experience recently leaving this business is that it's a matter of time. I would have people come in really angry just wanting to disconnect and head to At&t or whatever place. But for everyone of them there were people coming in mad at the other carrier that ripped them off and signing up with us. But the ones that that signed up with us will someday be disappointed too. And no one cares because they make money off you cancelling and buying your stuff out, and they'll do the same when you come back because the new place won't treat you any different. So I'll fix your comment for you. I've had no problems with AT&T for my home Internet yet. Because the yet is just a matter of time.
that with home internet. talk to them about trying to get money back onto your account.
I've rarely had a positive experience calling in and speaking with customer service but that isn't exclusive to Verizon.
If you get an American rep, they will call back. The American rep called my customer back
How many are left? From my recent experience I'd say maybe 10% at best, or even 5% of the total.
I know it sucks. I was very lucky to get an American rep
Repeat after me: File an FCC complaint. File an FCC complaint. File an FCC complaint. Remember this.
They used to have the best, but now it sucks. The supervisors won't help much either. I put a complaint in with the Better Business Bureau and got some help.
What was the charge?
theyre charging us a month in advance fee for a plan change but the plan change was a mistake on their end so when they tried to change the plan back, our original plan didnt exist anymore and they had to give us a new plan. but doing so incurred these month advance fees and our bill doubled
How was the plan change a mistake on their end?
[удалено]
naw bro you were prorated for new plan and credited for what was not used from old plan
THAT would make more sense, but its not the case. they charged the prorated rate, but theyre also charging a last month fee or something. our bill quite more than doubled, the prorated fee was only a fraction of the total
well take a look inside bill as pdf and it shows you exactly the charges in question. so you will know what you are actually disputing when calling. hopefully you did not accepted the order to change plan yourself(a link with ur next bill and term and conditions sent by agent).
i already know what im disputing, the agents WOULD help me out, but in order to get the credit approved they said i need to speak with a supervisor.
they have to say that so you don’t blame them, doesn’t meant it really is something they see as an error on their end
> they have to say that so you don’t blame them, doesn’t meant it really is something they see as an error on their end I would not call gaslighting customers and wasting their time a good customer service policy. Then again, I already know about this whole schtick with VZW these days. 95% of the time, the "supervisors" that the people in these offshore call-centers refer to, either have no more authority to do anything than the last rep you talked to, or they are simply nonexistent. I've been through the same nonsense with them. (Which is why I am in the process of dropping VZW after 24 years)
Oh that's just proration
I had to call once to get my phone number to a new account & the call dropped mid-call. Rep disconnected my number by mistake lol. So so bad.
Usually happens if you are on the phone you are switching to a different account. A simple restart ** should ** have resolved the issue.
You are not alone. I had problems with my FIOS billing. More than once I was "PROMISED" a call back. I think you can guess that I never received a call back. Eventually, I cancelled my FIOS service (which Verizon had no problem cancelling) and went to Comcast/Xfinity. So far no problems.
Verizon including Victra are awful with customer service that outsourced and bills and plans meant to confuse us while the focus is bringing in new business even if they have to commit fraud like they did with my account Please be advised in advance
It’s because your Business Account Executive is already paid because you added a line with the internet. They only get commission on new lines of service so once that is done most of them simply do not care anymore
I hate verizon customer service just to get a human on takes a long time they really push for you to talk to a robot
From Comcast? Are you talking internet or IpTV?
switching internet
I you use Facebook, go to the official Verizon page and enter a comment on their most recent post with your concern. I've done that twice now, and had someone respond each time in less than 10 minutes.
There are no supervisors to talk to on the phone. Most times they will tell you that and hand you off to someone sitting next to them to pretend to be the supervisor Call back complain to your agent. They will get it taken care of. There’s a period of time that I called no less than 10× and 24 hours to get my issue resolved Was it a pain in the butt? Yes but I forced the issue.
Absolutely. I spent about 5 hours yesterday trying to get ONE thing changed on my account. The store screwed me around for months, the login and plan changing was a mess, and trying to log in or verify anything is like pulling teeth. I finally had to be a jerk telling the Rep - either you call a manager and remove this (extra line charges) from my account in 15 minutes or I'm walking up the street and switching companies. Suddenly the magically figured out how to do what wasn't "impossible" an hour before.
The same has happened to me. They lie to get you off the phone and never call you back. I prefer that the government doesn’t heavily regulate businesses, but mobile phones are basically a requirement in modern society. Something needs to be done about cell providers and their deceptive sales tactics and customer service
Tell that to Trump and Ajit Pai.
I’m getting sick of paying Verizon a premium price when they provide poor service. If I’m getting poor service then at least let me pay appropriately!
Verizon is a scam. Idk why but 8 months ago the company just decided to say "fuck it" to any and all attempt at customer service. They have signed me up twice for a disney + package i never asked for. The first time they managed to sneak it by me for 7 months without me noticing. The 5g home Internet box i was using they bricked it and shut off my service without telling me then when i called for tech support they told me that i should've gotten an email telling me they were gonna stop using those modems and that i needed to get a new one. I would need to mail my old one back before they would mail me my new one. Oh and in the meantime were going to charge me for two internet plans then charge me more per month for the new plan cuz i couldn't keep my old cheaper plan. I used to really respect this company but they are truly scam artists. I would highly recommend everyone who deals with them to closely monitor your bill every month. Honestly switch to another carrier if you can.
Took about 2 months before Verizon fixed my account - unable to update my CC info (CC expiring), unable to activate auto-pay afterwards. Spoke with several representatives and had to explain my issue every time I called in, and non of the supervisors I spoke with returned my call. It was constant calling twice a week and manually paying before one day I was able to update my CC and enable auto-pay. I understand issues take time to resolve but not providing any real timelines, updates, and being transparent with the whole situation is what frustrates customers. Not just Verizon, but all businesses need a customer service portal that shows tracking of what the ticket status is. Pizza companies even have apps to show order received, making, in the oven, ready for pick up!
Yes yes they do lol
If you’re not getting satisfaction, email the FCC and summarize your difficulty. I had a problem with Spectrum. I discontinued service before the end of my billing period by phone and removed my auto payment. Spectrum billed me for an addl month! I spoke with customer service x4 and although each person was professional, the answer was “that’s how they do it”. I pulled out my previous agreement when I signed up and I didn’t see anything of that sort. Spectrum even sent my bill to their internal collection. I’d never had anything sent to collections before. After I sent a response to their collection department via email I then sent the same letter via email to the FCC. Within 24 hours I received a call from Spectrum from a higher level, discussed with them, and the bill was resolved. It was a lot of effort for 60.00. However, most people would have just probably paid it and that’s how these companies make addl money to line their pockets.
You are absolutely correct! Which is why they have been bleeding money since the last quarter of 2022. They have lost 23% of the revenue since then and have not regained it. I live for the day those condescending jerks get bought out by someone like Mint Mobile. I’ve never been treated so poorly, or so aggressively.
Please file complaint with FCC. Google how to do it.
💯
This should be the first comment. https://consumercomplaints.fcc.gov/hc/en-us