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Luke_Wilbur

Verizon Customer Service Is A Nightmare

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Luke_Wilbur    5

Trying to fix Verizon Voice Mail. Verizon does its very best not to contact you.

 

Here is a trace route of what it took me to resolve the problem.

 

Call 301#######

Press *

Passcode ####

 

Automated response states that the account number does not exist.

 

Call Vios Telephone Service

1-800-837-4966 or press 0

The automated system requires quick code #

Quick Code ####

Don't have quick code type telephone number you are calling about including area code

 

Several attempts with automated voice labyrinth

 

3 calls to the operator

 

Did the tried and true and called Billing Press 4

Spoke with Customer Service Representative

 

Spoke with Barry

Barry transferred me to Carol

Carol transferred me to Mary @ Fios Business

804-235-6077

Mary transferred me to Lisa @ Virginia Fios Business

888-244-4400

Lisa transferred me to Andrew @ Maryland Fios Residential

410-265-0577

Andrew was hopefully able to resolve my problem.

 

He stated that voice mail will be installed by 10pm tonight.

 

The funny thing is that most of the customer reps did not know the what the quick code was except Andrew and Lisa.

 

One operator stated that Verizon is eliminating more and more customer service representatives in place of the automated system.

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Guest JTA   
Guest JTA

I called 301xxxxxxx and it said "enter your parties extension number at any time or press 0 for a directory." Neither the extension nor pressing zero did anything but make the line go silent;

I'm flummoxed.

 

Verizon is confusing. I feel your pain...

 

 

Trying to fix Verizon Voice Mail. Verizon does its very best not to contact you.

 

Here is a trace route of what it took me to resolve the problem.

 

Call 301#######

Press *

Passcode ####

 

Automated response states that the account number does not exist.

 

Call Vios Telephone Service

1-800-837-4966 or press 0

The automated system requires quick code #

Quick Code ####

Don't have quick code type telephone number you are calling about including area code

 

Several attempts with automated voice labyrinth

 

3 calls to the operator

 

Did the tried and true and called Billing Press 4

Spoke with Customer Service Representative

 

Spoke with Barry

Barry transferred me to Carol

Carol transferred me to Mary @ Fios Business

804-235-6077

Mary transferred me to Lisa @ Virginia Fios Business

888-244-4400

Lisa transferred me to Andrew @ Maryland Fios Residential

410-265-0577

Andrew was hopefully able to resolve my problem.

 

He stated that voice mail will be installed by 10pm tonight.

 

The funny thing is that most of the customer reps did not know the what the quick code was except Andrew and Lisa.

 

One operator stated that Verizon is eliminating more and more customer service representatives in place of the automated system.

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Ed_Palmedo    0

Started today off by trying to call Andrew at 410-265-0577 but got someone in the Maryland Fios Residential.

 

Joy Jenkins answered the phone and reviewed our account. Basically, we have 2 phone lines, one of which is a rollover from the first. If you call the rollover line directly customers hear our voicemail. If you call the main line and do not answer the phone, the call does rollover to the second line but DOES NOT then go to the voicemail. Customers hear a generic Verizon message where they cannot leave messages.

 

Voicemail was not added to their Switch (Verizon term). Their technical support team (1-888-553-1555) was called and finally flipped the switch and supposedly Line 1 will start to rollover to Line 2 properly in an hour.

 

Let's keep our fingers crossed.

 

Line 1 is main number

Line 2 is "rollover" second number

 

On line 2 there is fucntional voicemail.

If you call line 1, it will roll over to line 2 but there is no functional voicemail.

If you call line 2 directly, there is functional voicemail

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Ed_Palmedo    0

After 2 hours of course the Verizon mailbox was still not ready.

 

I then called the Technical Support team. After explaining the situation again and being put off and on hold for another hour I told the problem was fixed. By now I know this is fishy so I asked the gentleman if he would hold while I tested the number. Shocking!!! It did not work.

 

I was then transfered to the Switch department. They said everything looked good on their side. I asked them to call our number and see for themselves the error. They did not know what was causing the mix-up other to say that it appears that it should work.

 

Know a Switch Technician is looking into it and I have been told that the voicemail will work in 24-48 hours. EPIC FAIL VERIZON, EPIC FAIL.

 

THIS HAS BEEN GOING ON SINCE TUESDAY!!!!!

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Ed_Palmedo    0

Yesterday I called Verizon again and was told that another Switch Technician was going to fix our voicemail problem.

 

This afternoon I received a call from Russell stating that we now need a One Point Voicemail Box for Line2 then assoiciate Line1 to that voicemail. However, to do that I need to go through the Business Office.

 

So after a week I am being told this when our voicemail system was working fine a few months ago.

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Ed_Palmedo    0

Started the day off calling Maryland Fios Residential (410-265-0577) and spoke with Ms. Walker. After explaining the situation she simply transfered me to Nelson.

 

Nelson - Technical Support Cyper Solution Center

 

Provisioning on Line1 appears to be fine

 

Nelson setup a One Point Voicemail Box for Line2 (Confirmation Number: MD00056801678 to be ready at the end of the work day tomorrow). He then stated that he had no idea how to associate Line1 to that voicemail. He then had to transfer me back to a Verizon Technician.

 

Greg - Specialist Technician told me that this solution WOULD NOT WORK. He also stated that previous technicians who first tried to fix our issues must "have been Level-1 technicians" because their fixes never would of worked. Great!

 

Greg is now trying to go through the Switch himself and will call me later this evening.

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Luke_Wilbur    5

Verizon still has not repaired my voice mail.

 

Called Verizon again 410-265-0577. Spoke with Mrs. Jones. She put me on hold.

 

Disconnected.

 

Called again. Spoke with Mrs Watkins. She is checking to see if I am in the HUNTING system.

 

Confirmation Number: MD00056801678

 

Mrs. Watkins moved this up again to the escalations department. Mrs. Watkins found out the the HUNTING system does not work with Fios residential.

 

888-244-4440

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Luke_Wilbur    5

I had to switch to Verizon Business to get the rollover call waiting. The technician came on Tuesday. But, it still does not work. I now have a ticket ## MDDQ064NX1

 

Hi Tim,

The Rollover is not working. The Caller ID is not working. And we need help setting up the voice mail.

 

Thanks,

 

Luke

 

--- Luke_Wilbur@dcpages.com wrote:

 

From: "Luke Wilbur" >

To: Timothy. R. Patterson@verizon.com>

Subject: Luke Wilbur

Date: Fri, 23 Apr 2010 09:52:14 -0700

 

Hi Tim,

It is was nice speaking with you today.

 

Thanks for all your help. Just to confirm.

 

MD00057192156

 

Line will disconnect 12 midnight April 27 to open business door.

 

MD00057190483

 

Line will reconnected within milliseconds.

 

Tim Patterson

timothy.r.patterson@verizon.com

 

Total monthly

 

$205.00 3yrs

 

All the Best,

 

Luke

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Guest PHANTOM   
Guest PHANTOM

perhaps the machines will do better than the humans as I have had billing problems for the past 3 months that they can't seem to fix

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Guest Luke   
Guest Luke

Verizon has been accepting my payments but, they are not posting it to their accounts.

 

When I look on my bill statement it says I have a $764.57 bill

 

I went through the Verizon phone labyrinth today.

 

To resolve this problem.

 

Then I got a billing support agent

 

She told that she was in the Virginia office and transferred me to

 

1-888-338-9333

 

I was then transferred to the same labyrinth.

 

They put me on hold for about several minutes and I was disconnected.

 

I called again and was transferred to Mary

 

Mary disconnected to me.

 

I went through the process again with Jim Sinn in Verizon's Trenton, New Jersey office

 

Jim stated that he did not understand why I got that bill. From his viewpoint he only sees a third of the amount of my bill statement.

 

He stated that Verizon Payment Investigation Department is researching this. I told him that we already spoke with Gale Gibson. She stated that she received our payment faxes.

 

Jim stated that there was nothing he could do. I explained that it wastes so much time when I should just have Gale Gibson direct number to resolve this.

 

Jim stated that he understood, but could give me an investigation number. I took the number down and asked for a direct number.

 

Jim stated that there is no direct number. Just to hit billing claims. I said there is no billing claims. I asked Jim if he ever used the Verizon labyrinth? Jim stated no.

 

I asked to speak to a supervisor. Jim put me on hold and then after awhile told me that his supervisor Marta Onila was busy but promised that she would call back within four hours.

 

So I wait.

 

The sad thing is that Verizon has great connection service.

 

When are they going to realize that a person is worth more than a computer program.

 

All they think about is that their employee cost more than a computer program.

 

They could at least allow their employees to give our their emails.

 

But, they do not.

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Luke_Wilbur    5

I had to switch to Verizon Business to get the rollover call waiting. The technician came on Tuesday. But, it still does not work. I now have a ticket ## MDDQ064NX1

 

Hi Tim,

The Rollover is not working. The Caller ID is not working. And we need help setting up the voice mail.

 

Thanks,

 

Luke

 

--- Luke_Wilbur@dcpages.com wrote:

 

From: "Luke Wilbur" >

To: Timothy. R. Patterson@verizon.com>

Subject: Luke Wilbur

Date: Fri, 23 Apr 2010 09:52:14 -0700

 

Hi Tim,

It is was nice speaking with you today.

 

Thanks for all your help. Just to confirm.

 

MD00057192156

 

Line will disconnect 12 midnight April 27 to open business door.

 

MD00057190483

 

Line will reconnected within milliseconds.

 

Tim Patterson

timothy.r.patterson@verizon.com

 

Total monthly

 

$205.00 3yrs

 

All the Best,

 

Luke

 

Ok one of my staff spoke with Marta and she stated that our Verizon account is billed under 2 accounts, Date and Voice. To make matters worse, Verizon is charging us $300 plus every month. That is way over what we agreed to.

 

The Data, which is billed to AMEX, is roughly $108.95 and has a zero balance.

 

The Voice, has not been paid automatically. This bill received a last payment of $475 in May.

 

Amount do from last payment $139.77

 

We were charged $243.43 on July 13, 2010.

 

We were charged $187.87 on August 13, 2010.

 

We were charged $193.60 on September 13, 2010.

 

Our total bill is now $764.67

 

Marta did not know why and could not change our account to be billed under one monthly charge like we were told.

 

Our monthly charges with these 2 charges are MORE than what we were paying before. We were told that the monthly expense would be significantly less. Are we signed up for anything we shouldn't? Was there a trial period? Why were we misled or flat out lied to.

Edited by Luke_Wilbur

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Luke_Wilbur    5

I spoke with Marta Onila collections today at 908-717-063 and told her that she is just passing the buck to another department. I asked to speak with her Manager. She refused and starting a yelling match with me. She stated that I did not know what she went through to find out the problem. I asked her where she found out the information. She refused and stated that there is no reason for me to know. I asked again to speak with her Manager. Marta stated that her manager would just transfer me over to the Sales Department to resolve this. In the end she promised to stay on the line with me until this was resolved.

 

Ernie Smith incoming sales office call center at Chesapeake, VA told Marta that there is no supervisor available. Ernie asked for my number and stated that a sales supervisor in his department would call me back within 3 hours.

Edited by Luke_Wilbur

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Guest Luke   
Guest Luke

Verizon needs to read the Ivan Seidenberg's Code of Contact statement that customers come first and do the right thing.

 

https://www22.verizon.com/about/careers/pdfs/codeofconduct.pdf

 

My Fellow Employees,

 

Great companies are judged by what they do, not by what they say. I’m very proud that Verizon

is respected as a company that not only delivers on our commitments to customers and

shareholders, but also adheres to the highest of ethical standards in the conduct of our business.

 

This adherence to ethical standards is all the more important in today’s challenging business

environment. For Verizon to succeed and win in today’s economy and markets, our brand must

stand for integrity, trust and solid ethical standards. Therefore, it is imperative that we continue to uphold the Verizon commitment and core values that are the foundation of any lasting

business success. We need to put customers first, act with integrity, treat people with respect,

be accountable and hold ourselves to high standards of performance. This also means that we

also have to do more than simply follow the law. We have to“do the right thing” - and we have

to do it every day.

 

Upholding our core values is a collective responsibility. A resource to guide us is the updated

Verizon Code of Conduct.

 

I urge you to review the Code thoroughly and discuss it with co-workers. While it cannot address

every situation, and new issues may arise, you can and should seek to have any questions or

concerns answered by your supervisor, your Human Resources representative, the Office of

Ethics and Business Conduct or the Legal Department.

 

We will continue to win in the marketplace by putting our customers first, by acting with

integrity and by making ethical business conduct the foundation of our daily routine. I know

I can count on you.

 

Sincerely,

Ivan Seidenberg

Chairman and CEO

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Guest David   
Guest David

212-395-1060 is the number for the CEO's office.

212-719-3349 is the fax number for the CEO's office.

212-321-8700 is Verizon Executive Customer Service.

ivan.g.seidenberg@verizon.com is the CEO's email address

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Luke_Wilbur    5

The corporate number still works. I spoke with Mark Redding in the Executive department yesterday and he promised to get this resolved. I spoke with Mark again today and he forgot who I was. He explained that he get hundreds of calls a day. After I explained who I was he told me that Sal Tedesco 212-321-8462 was handling the problem.

 

I spoke with Sal Tedesco and he stated that this has gone to the escalation department. I asked him who in the escalation department? He responded it is a team effort. That I would be getting a call back today. We will see.

Edited by Luke_Wilbur

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Guest T J Marin   
Guest T J Marin

Verizon rebate is a bunch of BS. Kiss that money good bye as soon as you give it to them.

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Guest anonymous   
Guest anonymous

Verizon Collection Call Practices

 

Verizon must be having financial problems?

 

We have caught Verizon three seperate times this year making collection calls to us on bills that were paid on time. Over the phone they try to bully you to give them a credit card payment over the phone.

 

It should not take Verizon two weeks to post our payment!

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Guest ArthosAZ   
Guest ArthosAZ

Verizon lacks integrity...

 

WOW, simply WOW. I called Verizon on Friday and spoke with a representitive about my plan and upgrade options. After going through this painful process I was told by that Rep that if I purchased the 4s 64 gig on that day I would receive it on Tue and that agent would call me back on Wed and help me activate the phone and migrate my plan BACK to my unlimited plan. Surprise, the agent never calle...

 

d me back.

I just got off the phone with Patricia, a supervisor who told me NO again. The case had been closed the day before and the agent notated my plan options, not what she told me and I confirmed with her on Friday. Short of it is this. I now have to send the phone back and wait for my refund. Verizon doesn't care that this is the second time I have been (in their words) "misinformed". In fact, what I was told is it was a miscommunication which it was not because I confirmed the information with the rep. I purchase the phone with the discount, she calls me back on the 17th (today) and activates the phone with me and migrates my plan back over to the unlimited, I would see no change. Agreed. That is not a miscommunication, that is LIE AGAIN. Verizon, you make me ill, you have no integrity and you lie to your customers. I'd use harsher language but that is beneath me. I will tell this story over and over and over again. You have worked very hard to create this detractor I feel I owe you the same amount of energy.

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