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Verizon Customer Service Is A Nightmare


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#1 Luke Wilbur

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Posted 13 April 2010 - 07:21 AM

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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#2 JTA

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Posted 15 April 2010 - 11:54 AM

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.



#3 Ed_Palmedo

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Posted 16 April 2010 - 05:27 AM

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

#4 Ed_Palmedo

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Posted 16 April 2010 - 10:31 AM

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!!!!!

#5 BlackSun

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Posted 16 April 2010 - 04:48 PM

The End Begins...



#6 Ed_Palmedo

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Posted 20 April 2010 - 08:35 AM

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.

#7 Ed_Palmedo

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Posted 20 April 2010 - 10:53 AM

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.

#8 Luke Wilbur

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Posted 20 April 2010 - 12:56 PM

Make sure you are speaking to a qualified technician Ed.


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#9 Luke Wilbur

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Posted 22 April 2010 - 08:23 AM

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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#10 Luke Wilbur

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Posted 30 April 2010 - 09:48 AM

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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#11 PHANTOM

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Posted 24 August 2010 - 07:39 AM

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

#12 Luke

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Posted 22 September 2010 - 05:50 AM

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.

#13 Luke Wilbur

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Posted 30 September 2010 - 06:31 AM

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, 30 September 2010 - 06:44 AM.

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#14 Luke Wilbur

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Posted 30 September 2010 - 06:52 AM

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, 30 September 2010 - 07:04 AM.

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#15 Luke

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Posted 30 September 2010 - 07:15 AM

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

https://www22.verizo...deofconduct.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



#16 Luke

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Posted 30 September 2010 - 07:25 AM

Called Mark at Investor Relations about this problem 9085596032

#17 David

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Posted 30 September 2010 - 07:40 AM

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

#18 Luke Wilbur

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Posted 01 October 2010 - 08:22 AM

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, 01 October 2010 - 08:30 AM.

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#19 T J Marin

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Posted 12 May 2011 - 11:13 AM

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

#20 anonymous

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Posted 16 August 2012 - 01:04 PM

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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