Customer Service issues
by Linda P. - Posted Thu November 3, 2011 @ 10:18 AM
I am writing a letter to complain due to the long calls I had to make and the telephone/internet service issue. This all started when Verizon was on a strike. This actually coincided with my bank needing to close my bank account and re-open a new account. Due to the checking account number change I needed to call Verizon so they can receive my ach payments automatically. First call, rep said they didn't have access to do it, but I could do it online. After many attempts to try to do it online I gave up. Second call, another rep said they cannot change the checking account number they're dept. doesn't handle it. Third call, another rep transferred me to someone who said again, they couldn't help me.
I pretty much gave up and decided to call back when strike is finished. Before I had a chance to call back, I was charged $30 due to bank payment rejected for month of August. I was not aware of this. Then I called in September because I remembered I needed to pay Verizon. Called billing dept, first call, rep was helpful but got disconnected after being on the phone for 45 minutes because I was supposed to connect to automated service where I needed to record my voice agreeing to the changes to my account. Same evening, I made second call to another rep so I can finish these changes, finally, after another hour. These changes must not have gone through because I was charged $30 AGAIN for bank reject of payment. Now I'm pretty frustrated because I've been the phone speaking to the reps to try to pay Verizon.
Next day spoke to 'Financial Services' because billing said I owed an amount that was double what I usually pay each month. Spoke to rep who told me I was charged the $30 a 2nd time and they can no longer accept bank payment from me. Why didn't someone tell me this from Billing and wasted nearly 2 hrs on the phone (not including wait time to get a customer service rep) trying to pay them. Financial services rep said I had to pay by money order. I told her I would mail it out that Saturday as it would require me to make a trip to the post office.
Now while all this is happening, I was making separate phone calls to schedule telephone service repair appts and DSL modem to be mailed. Because I had both no telephone and internet services! I was making huge effort to pay Verizon what I owe and yet I did not have service!
I would like Verizon to credit me $60 (for two months which I was charged $30 each). There was inadequate customer service.