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Escalation above supervisor - Billing issue
arvind_chimera
Enthusiast

Hello

I have been a customer with Verizon for over 12 years. I had to do an emergency international travel to India due to a family member passing away due to Covid. My travel pass was activated for all 30 days when I was abroad and I got an additional one time charge of over 300$.

Back in Dec 2020, I called up Verizon and the customer care representative confirmed that they would refund the money as the usage was very low. I did not even ask for a full refund at the time but rather some sort of a concession. But I was pleasantly surprised when the rep offered me a full refund.

I noticed that the next month billing did not carry the refund amount. So I called Verizon service again and I quoted the same. They told me that there was no record of a refund be issued and the representative did not leave any notes. I asked them if they can do something here and consider a concession. the representative simply replied that they cannot help me. I talked to the supervisor as well and got the same curt response.

I have never had any billing issues in the past and pay close to 450$ for wireless and FIOS every month. When I told the representative that I am not happy with the service and promising customers and not following through on it and that I am having second thoughts about switching provider, the supervised asked if i should be forwarded to the department to discontinue the service. 

The supervisor was super rude and customer service did not seem a priority at all. So much for being a loyal customer for all these years. 

I am very disappointed with the level of service or should I say the lack of service. I am certainly considering switching away from Verizon and completely moving all my services to other providers. Hopefully someone from Verizon looks at this and gets back to me. 

- Arvind

 

Labels (1)
Re: Escalation above supervisor - Billing issue
9wood
Specialist

Been my experience that supervisor will just ignore any complaint made and or help many just hang up like many reps as for the notes seems to be what they want and they stick to there script and or denial reason I was promised a credit 2 weeks ago still getting same script denial and some rep took it upon herself to add condition to it knowing that the credit won't be given doing so and is used in the denial

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Re: Escalation above supervisor - Billing issue
arvind_chimera
Enthusiast

@9wood - Apparently this seems to be a common practice now. They were not apologetic at all that they did not capture any notes that would have very well cleared up all confusion.  

300$ for nothing - I could not use my phone at all when I was traveling. I had to get a local phone since I could not even make a call. I still have to pay it because some apps were running in the background. 

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Re: Escalation above supervisor - Billing issue
vzw_customer_support
Customer Support

arvind_chimera,

 

I'd be disappointed as well if I was promised a credit and it wasn't given. I know this past year was a difficult one, and I want to make sure we get this addressed once and for all regarding your travels to India. My condolences go out to you and your family. We want to keep you in the Verizon family even longer than the 12 years you've already been with us. I've sent you a Private Message within this platform. To proceed, we'll need you to respond to it, and we'll jump right into the account and get this resolved. 

 

RyanC_VZW

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Re: Escalation above supervisor - Billing issue
vzw_customer_support
Customer Support

Hello, before anything thanks for your 12 years of loyalty to the company, we appreciate your business. We would certainly hate for you to switch. The last thing we want is for you to have a negative impression of us. We take pride in providing a world-class experience. Customer satisfaction is our number one priority. Please send us a Private Note to better assist you.

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Re: Escalation above supervisor - Billing issue
nothappy12
Newbie

My son is traveling now. The pass just goes on. NO NOTICATION and then you get billed. It is making his phone a problem The rep says don't answer no charge. The reps don't know anything and neither do supervisors. Customer Service shouldn't even be called that. 

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Re: Escalation above supervisor - Billing issue
nothappy12
Newbie
 
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