Discussion - Verizon reps keep customer on most expensive plan despite multiple requests to make things right

My Verizon bill jumped $15 so I called to find out, no adequate explanation was given but I could barely understand the rep. I told him I wanted to downgrade all four lines to cheapest plan. He tried to insist I should wait until 2 days before bill due and call and request the change then because I would lose the extra perks of my current plan. I firmly told him change it now.

The odd thing is the monthly price of my bill on app and text alerts was still the old price but I was overcharged when autopay was processed. I only noticed when checking my online banking. That's when I said enough is enough.

As a Verizon indirect rep myself, I truly hate seeing stuff like this happens. We don't all do this! I'd never put my commission ahead of helping the customers I'm paid to help. Unfortunately there are too little safeguards to prevent this from happening, but there are changes being made that put more power into the customers hands. View together is a nice tool that allows all the new and upgrading customers to see all the changes being made to their accounts before being submitted. Just read the changes before accepting anything and hold your local reps accountable!

Sorry, this article is spot on. Not only did ALL this happen to me with my business account. The main issue after becoming a customer is customer service. The customer service is unnecessarily complicated to navigate, and business customer service is only open during business hours, as a business owner I do not have the time to sit on the phone multiple times for over and hour, just to get fake assistance. I finally had to just close out my account. They also didn't tell me they were running my personal credit and it would be a hard pull. The experience was absolutely ridiculous. And it is coming directly from corporate.

My service didn't work in my home and they tried to sale me wifi in order to use their service in my home, although I had unlimited plans, the wifi router was another $45, But I was already paying $89 for service I wasn't receiving. Makes no sense that my phone didn't work, but the router did. Straight scam. And you won't care until it happens to you.

Not to mention I could never correct anything in the app, because with new service, nothing shows for 2 billing cycles, until you create a history. Verizon has definitely stooped as low as to scam their customers. And I just pray people leave and refuse to take that mistreatment lightly, like I did.

Ill add to this i work for Verizon and everything you said here is true

This is the dumbest article I've ever read. Why would you even rely on incompetent reps to do this basic account maintenance work in the first place? You should have created your account online to begin with. This never would have happened in that case. Switch to US mobile. I just switched a couple days ago from Verizon, and could not be happier. Both lines ported over easily. A hiccup with Samsung watch ultra not being compatible with included companion plan, but still saving 2200 a year even with the additional 10/ month work around watch plan

I have been with Verizon for almost 2 years have been paying for a 3rd line that they can't activate. They can't use the insurance for a new phone and lost over 500,000 dollars from lost contacts because they don't pay attention to people's bills being paid and the have shut my phones off twice after paying the bill which has caused the contracts to be lost sense I wasn't reachable. But second time after spending hrs on the phone with customer service found out that they locked the phones so they couldn't be turned back on. The day that happen was the last day my business had work. I now have to work the 9-5. Reached out to numerous people through email and no one responds. Get promised discounts and a percentage off the entire bill. But I have to do the math cause customer service won't. I need a great attorney in Indiana. Anyone know who to use.

This sure rings true to us!! We've also been with Verizon over 25 years and the customer service is a shell of what it once was. I recently upgraded a phone to an A26Ultra and was quoted a very specific monthly total charge for the phones and service on our account. I checked the account within two days and found all four of our lines had been upgraded to Ultimate, which I absolutely said we didn't want!! It took days to straighten out. I was so angry I returned the S26 Ultra and demanded everything be restored to what the account showed prior to this trade-in. It turns out the store we've always used sold out to a 3rd party six months ago!! The only corporate store is now 45 miles away!

Why not just switch to Visible, it’s like 450 gigs soft capped on Verizon QCI8, I’m paying $33 a month currently for the plus pro plan, which includes a free Apple Watch line. It seems ridiculous to even pay for simplicity when we have plans like this nowadays, and with customer service like it is, I’m fine with no retail store anyway.

Did you son go into a corporate store, franchise store or do the order online? At the end of each order your son would have had to review and sign for it to before it could have been activated. Especially at corporate or done online. Franchise store could be tricky here. Evern though corporate store are simply retail sales they can atleast get into the right direction on what to do where to go and even possible get you on the phone with a live agent quicker. Trust me not all experiences are like this. I have a great experiences with my Verizon corporate store and will continue to support them. Ice recommended a host of family and friends to my local corporate store they have all had great experiences. Everyone always want to buy online or over the phone and then want to bring their problems to the store afterwards. Smh. Starting with them from the beginning no issues would have came about.

Had to include my 2 cents to this article because I recently signed my daughter up w/ Verizon. My 2nd bill was like $52, no big deal. I get the 3rd bill & its TRIPLE the amount. I go to my account in the app & it says your bill went up $96 from the previous month. $148 it said i owed. WHAT?? ARE U KIDDING ME? I get someone on the phone immediately, told them what was going on, now he was helpful, however, i was on the phone for almost 2 hours waiting for them to adjust my balance. WTF TAKES ALMOST 2 HOURS? I put my phone on speaker bc i dont have 2 hours to sit on the phone w/ Verizon waiting for them to fix my bill but im sure the rep thought i was gonna hang up. NOPE, I'll put u on speaker & continue doing wat i have to do until this gets rectified. Thats wat I did. My husband & I are w/ Consumer Cellular & I must say I have never had any issues w/ their service, billing, or customer service. You dont have to go through 99 prompts just to get an AI CSR. A LIVE ENGLISH speaking rep answers EVERY TIME. We have unlimited everything. Which doesnt begin to slow down until you have reached 35 gigs. Our bill is about $115 month & we have been happy w/ them.