Verizon
Reliable Service but Orders Repeatedly Entered Incorrectly

Living in the boonies as we do, Verizon is the service that is the most reliable. Too bad I can't say the same thing about their customer service!

Every (and I do mean every) time we have called customer service, whether with a billing question, to change service, to add lines, the customer service reps have been professional and polite, BUT... They have never (and I do mean never) gotten the order right. It requires at least another call to get the problem corrected, sometimes it takes 2 or 3 calls.

Most recent case in point. Our family calling plan had 700 shared minutes but no data allowances. The youngest hit high school and ran up a text message bill to the tune of $150. Upon receiving the bill we called Verizon to add a texting plan to our shared minutes plan. Not a problem we were assured, we would now have unlimited texting for an additional $30/month. Great, make it so. Fast forward one month, Verizon bill arrives to the tune of $433! A call to customer service showed that the 700 minute shared plan had been switched from one 700 plan to another, but no addition of texting. Worse yet, there were no "records" of my conversation with the customer service rep discussing the addition of the texting plan. I finally asked for, and got, a supervisor who credited the billed texts and added the texting plan for $30/month. Amazing that I knew how much the plan was without talking to a rep about it the previous month! I was promised a follow up email to verify the change and a week later I have not received that email.

We'll see if the next bill is correct. I'm not holding my breath...

Company: Verizon
Country: USA

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