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Here's an example of how Verizon treats their customers:
On 2/26, I paid my balance owed to Verizon Wireless via my bank's online bill pay. After receiving a subsequent notice of pending disconnect for nonpayment, I called Customer Service on 3/13, who confirmed that the payment had not been received. When I asked if I should make the payment again, the representative said no, but said I should notify my bank that the payment had not gone through. I notified my bank the same day, receiving a written response that they would research the issue and notify me of the result.
On 3/26, I saw that my wireless service had been disconnected so there was obviously a problem. I made the payment a second time (this time via credit card) then called Customer Service. I spoke with Ryan, who said that he would help get a temporary number created through tech support, then get my number ported in through the port department. At this point, I had been on hold about an hour and a half and my cordless phone beeped and died, so I called back using a different phone. This time, I was on hold for an hour and fifteen minutes before being advised I had to speak to the Fraud Department before the line would be reconnected. Then the Fraud Department informed me that my account had been flagged as a "never paid", and that, regardless of the circumstances, I was no longer a customer. I was then informed that I could only have service through Verizon if I bought a new phone, applied for credit and got a new phone number, which I declined.
I will be submitting a complaint to the FCC.
Oh no, that is not at all how we intend to do business. Sending a private message now
-Anthony
It can get bad with waiting times Anthony, waited in store while one rep handles sales on a customer for 2 hours. Then once my turn comes up the guy messes up and says the account owner has been set and couldn't change any pin numbers for us. I knew it wouldn't be set and when I showed him that it wasn't he finally coughed up the correct answer. Then turns out changing the pin over the phone was easy square I guess they prefer voice answer over an I.D. check? Well I hope you get it figured out and if you don't like how they do things now maybe you should just stay signed out of an account with the V, the T is giving out seasonal MLB.tv promotions.
Well, Cait, if you look at the record of conversation I had on 3/13 with Sean, he said not to pay the payment again but to have my bank research it. Which I did. And my bank sent me written proof that the error was THEIRS, but no one at Verizon Wireless even considered that the online bill pay made an error, - of which there is proof- they simply flagged my account for fraud.
And after how rude and dismissive the woman at your "Fraud Department" was to me, in addition to telling me I was no longer a Verizon customer, WHY WOULD I SUBJECT MYSELF TO MORE EXTENDED HOLD TIME JUST TO BE INSULTED FURTHER?
As I said at the end my post on 4/2, I will file a complaint report with the FCC.
I absolutely get where you're coming from, and I want to provide you the best next steps to get things resolved. While I can understand that the last conversation was not how we want things to be, our fraud team is going to be the department capable of getting things resolved. The proof you've received about the payment error is a great way to help get things corrected.
-Cait
I thought so too - after all, it was simply a bank error. But your Fraud Department said NO.
The 3 hours I spent on hold with Customer Service plus my forum post on 4/2 were my last attempts to correct this. So, unless someone at Verizon decides to take the initiative by removing the fraud flag from the account and reversing the disconnection, I am no longer a customer.
I thought so too - after all, it was simply a bank error. But your Fraud Department said NO.
The 3 hours I spent on hold with Customer Service plus my forum post on 4/2 were my last attempts to correct this. So, unless someone at Verizon decides to take the initiative by removing the fraud flag from the account and reversing the disconnection, I am no longer a customer.
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