Why doesn't customer service call back with answers?

crowhollow
Member

I called to inquire about changing my plan.  i decided to simply keep the plan I had, but customer service had already taken me off my current plan.  I didn't know this.  They put me back on the plan but unknown to me without the 5 friends and family.  This was in March.   In April, of course I was going over my 700 min.  I called and  was put on a tempory plan to cover the overages but was told all would be back in May.  Well I still did not have my 5 friends and family!

So as of May 9th I have spoken to 10 people, including 2 managers, an Associate director and a resolution specialist, all were going to  do all they could.  It seemed the plan I had was a promotion, 5 friends and family with 700 min., and no longer available.  A form was sent to the off line"people".  This was not my doing.  I did not request to be taken off my plan.  I spoke to an associate director who scheduled a call back with me and gave me a number to call her back.  No call and the number had nothing to do with Verizon. Today I spoke to a Resolution Specialist,  "A man of his word." he said. He explained that my original plan was given to my by the loyalty "people" and there shouldn't be a problem getting back on it.  I will call you back before the end of the day.  The man of his word hasn't called back.  Have been a Verizon customer for at least 40 years! What is wrong with Verizon? I was angry before but now I am very, very angry.

Anyone know where to go from here?

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Re: Why doesn't customer service call back with answers?

Not applicable

They almost never call you back.  You really have to get your issue resolved during the current call.  Friends and Family is not offered on the 700 minute plan.  Once you lose your special promotion, it is highly unlikely you will ever get it back.

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Re: Why doesn't customer service call back with answers?

Community Manager
Community Manager

Having your promotion removed is very upsetting crowhollow. I'm sorry you are still dealing with this issue and I would like to find out the status so we can get this resolved and  you can continue enjoying your service with us. Please send us a private message with your name and phone number. I look forward to hearing from you soon.

KinquanaH_VZW
Follow us on Twitter @vzwsupport

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Re: Why doesn't customer service call back with answers?

rall_g4
Novice

In the world of Verizon, the term, "call back" is the equivalent of "I can not help you so I will promise to call you back". They are passing the buck to the next person you deal with when you call back. So the moral of the story is once your on the line don't hang up till you get it resolved or in more probability realize the futility of your cause.

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