Customer Service issue, filing a complaint

Does anyone know who to contact in order to file a complaint about Verizon Wireless customer service?

Also, has anyone ever had an issue that wasn't resolved, so you had to keep calling CS back, and then after a couple of time speaking so someone, getting this message when you have to call again: "Unfortunately we are unable to connect your call at this time. If you need further assistance, please visit us on the web at verizon dot com backslash my account." then the call ends.

I sincerely believe verizon customer service has their phone lines programmed so that if you call from the same number more than a certain amount of times in a short period of time, that it directs you to this automated message. I honestly do.

So who do I contact??

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Re: Customer Service issue, filing a complaint

crelin
Sr. Member

Is it a specific person you want to file the complaint on?  There are some contact addresses you can try writing a complaint to in the contact us section but overall the best option is just to let customer service themselves know and keep trying to get your issue resolved. What is the issue you are having?

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Re: Customer Service issue, filing a complaint

jz41144
Member

i need to know this also. my wife's phone had 2 missing calls from a d . the dates of the calls were from 2016 and 2019 ( i am not making this up).she could not delete them.tech support could not fix,but told us to go to a verizon store and they would run a program on the phone that would wipe out the contacts,but should solve the problem. she went last night and instead of fixing the problem,it fried the phone. the manager tried to get my wife to buy another phone (mind you,her phone was working fine,their alleged fixed fried her phone and they want her to buy another phone).she refused,left the store. the two of us went back this morning to try to resolve this issue. at first, they wanted us to upgrade and it would cost us 30 dollars. next, because the phone was not under warranty,but because verizon fried the phone ,they would ship her a new phone and it would be 3 to 5 business days when she got it. ,we do not have a land line and my wife works as a home health aide.she would be up to a week without a phone. unacceptable. they then came back with my wife would get a phone shipped overnighted. i asked about either getting one of the phones there or did they have any version of a borrowed phone. nope. she will get it overnighted,but i called customer support and asked for their consumer complaint dept.  i was told if i want to make a complaint,i need to go online and click contact us .ok , at least there would be a record. i thought i could go on verizon wireless,click on contact us ,simple and easy.not in a million years.maybe because this is my first time putting in a complaint,there is or should be an easier way to resolve issues. instead there is a correspondense team in wallingford ct p o box5029. so i will cut and paste this and send it down to wallingford. i think my wife's phone got hacked into,but verizon tech support never commited to admitting that,but what else could it be. I dont understand at all how they could fry the phone,but #1 try to make us buy a new phone,#2 get a new phone with a 30 dollar upgrade,#3 get a phone shipped,but 3 to 5 business days until my wife received it ,and finally overnighted. We sould just have received a new phone right then and there,but no,this is not verizon's policy .

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Re: Customer Service issue, filing a complaint

I can't let cs know because I can't get through! Every time I call and choose the prompt for cs rep, I get the automated message "Unfortunately we are unable to connect your call at this time. If you need further assistance, please visit us on the web at verizon.com/myaccount."

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Re: Customer Service issue, filing a complaint

Community Manager
Community Manager

Hello jz41144,

We want to make sure that your retail experience with us to be a memorable and magical one. Clearly, based on your posting that is not the case. Please allow us the opportunity to make this up to you. May I ask do you have any unresolved issues that needs attention? Also, is your device working as expected? I'm looking forward to your reply.

Thank you...

Arnett_VZW
Please follow us on twitter @VZWSupport

Re: Customer Service issue, filing a complaint

Community Manager
Community Manager

@montanadolphin,

VZW to the rescue! We're always here to help with any of your wireless concerns.

I'll be more then happy to assist you with your account and the feedback you want to submit. We strive to provide the best customer service with every interaction. I apologize for your recent bad experience.

Please follow me, JohnB_VZW, and send me a direct message with your name, mobile number, and details regarding your concerns so I may better assist you.

I'm sure we can get this all taken care of in no time.


John_VZW
Please follow us on twitter @VZWSupport

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Re: Customer Service issue, filing a complaint

cinxio
Member

Hello,

Is there an email address that I can have to send an email regarding an issue I'm currently having with my account.

I was told that my billing issue was going to be fixed the first time around and a few weeks later it hasn't been fixed. I'm still getting charged for water damage on my device. I don't understand why the first lady I spoke to would tell me that they would credit my account for the 299.00 and should see it in 2-3 business days. Its been about two weeks and I finally called back to see what the problem was and now they are telling me that the credit was denied and I need to pay the $169 fee. I'm extremely irritated especially because I was never told that I had to pay that fee. I have insurance and when I went to the Verizon Store I was not told that I would be billed 299.00 if they found water damage on my phone. First of all if that was the deal I would have never asked them to send me a new one, the only issue with my previous phone was that I was having trouble charging my phone. The gentleman said no problem you can just get another one without a charge. Here I am now a month later with a $299.00 charge. I have never experienced an issue with Verizon but what more annoying is that when I first called the lady I spoke to had me on hold for about 30 minutes resolving this issue. She came back saying that her manager had approved the credit. So why did it change all of a sudden.

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Re: Customer Service issue, filing a complaint

Ann154
Power User

Verizon Wireless doesn't use email for Support. You can try the chat option or get one of reps on here to follow you so you can send a Direct Message.

Most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Customer Service issue, filing a complaint

cinxio
Member

Thank you Ann154. I'm extremely annoyed, if I would have been told this from the beginning then I wouldn't be complaining. Its just not right that they tell you one thing and completely do the opposite.

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Re: Customer Service issue, filing a complaint

Community Manager
Community Manager


I can understand how upsetting it is to receive a charge of 299.00 on your account cinxio. That is not a small amount and we know that cost is always important to us and our customers. As Ann154 stated, we no longer have email as an option for communication but we can help if you provide your name, mobile number and password with a private message. I'm not sure of the conversation you had at the store with the representative regarding your replacement but a warranty replacement is not covered if the phone has water or physical damage. Did you receive information when you received the replacement phone. Have you had a replacement phone in the past? Based on the post you sent, I can see you were aware of water damage. I'm sorry but we are unable to credit the fee for the damaged phone. We are more  than happy to revie your account.

Kinquana_VZW
Please follow us on twitter @VZWSupport

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