gift card fail - horrible customer service experience

Member

I recently received my Verizon wireless bill.  I went to pay it with a gift card that I received from upgrading to the new iPhone.  It had a little over $91 left on it.  When I went to pay, the card would not cover the entire bill, and it told me to enter the amount I wanted credited.  I entered the full $91+ in the system and pressed enter.

The system started thinking and then about 45 seconds later, I got the message that "the system was currently experiencing problems- please try again later"

I waited 20 minutes and went back into the account.  The bill was still there and I went to pay by gift card and now the system told me I had $0 dollars left on it.  That is when the fun started.

I spoke to 4 different people in customer service.  The first person dropped my call. The second told me to call the number on the back of the card (I told them that Verizon never sent me a card but sent me an email).  They told me to call the one number on the email.  I did and that number offered no options to actually talk to anyone but the computer was kind enough to tell me my card had zero balance.  I called the regular customer service again, pressed the option for billing and got routed into tech support (no clue how that happens).  This person had no clue how to help me so they transferred me to another person who really had no clue how to help me.  They did say they would escalate my issue to internal support and I would get an answer in 24-48 hours.

Now we are 48 hours later and I have heard nothing.  What the hell Verizon?!?!?!

How can you not be taking care of this in a timely manner?  I am extremely disappointed at the level of service you are providing.  Honestly, when did you guys become as bad as Comcast in helping customers get issues resolved?

Oh  and don't get me going about why I needed to even go into the sytem 2 times to apply my gift card credit.  Why couldn't I just apply the entire amount and have a credit on my account for the next bill?  Would that have been so tough?

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Re: gift card fail - horrible customer service experience

Customer Support
We want to ensure you get the complete support that you deserve, tonymess! I apologize for the experience. I would love the opportunity to review the account in detail to determine the results of the previous investigation and work to get this resolved! I have sent a Direct Message and will look forward to your reply!  YaleK_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: gift card fail - horrible customer service experience

Customer Support
We want to ensure you get the complete support that you deserve, tonymess! I apologize for the experience. I would love the opportunity to review the account in detail to determine the results of the previous investigation and work to get this resolved! I have sent a Direct Message and will look forward to your reply!  YaleK_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: gift card fail - horrible customer service experience

Member

I have the same exact issues. 150 in gift cards invalid And they are threatening to shut off the service if I don’t pay. Just take your gift card and put it on my account!!!!

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Re: gift card fail - horrible customer service experience

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Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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