About a month an 1/2 ago I ordered a new phone from Verizon for my wife. A day or so after I ordered the phone I decided to look at my account online and found a new phone number had been added. Apparently when I ordered the phone something got screwed up and Verizion added a new line along with the phone. Her new phone came a few days after that and a day after her phone arrived, yet a second phone came. I had called Verizon when I saw that the bogus line had been added to our account and now had to call them back about the extra phone. I was instructed on how to return the phone and was assured that my account would be credited for the line and the phone.
I had signed up for automatic payments for my Verizon bill back in February. It actually was working out quite nice. They debited my checking every month on the same day and it was one less bill I had to remember to pay. I decided because of all of the screw ups with my account that I didn't want my June bill to be auto debited because I was afraid they would take the incorrect amount.
The June bill came and it was less than $20. I paid it this past weekend. Today, I logged on to get my Comcast emails and saw an email from Verizon. When I opened it it said that my June bill of $98 would be debited from my account on Tuesday. Sure enough when I checked my bank account it had been deducted. So had the payment I'd made over the weekend.
You betcha I was on the phone to Verizon pronto! The customer service rep advised that if an account was set up on the autopay that sometimes it takes two months to stop it. I said that isn't what I was told and now there wasn't going to be enough for my mortgage payment when it was deducted. Again the Verizon rep apologise but restated that there wasn't anything she could do. I could feel my blood pressure begin to rise. The rep kept telling me that my credit would carry over to my July bill. I said that was find and dandy but I didn't have an extra $98 to make up for the difference until next month. Nonetheless, the rep maintained she could do nothing about it.
I was maxed out on patience. I asked if I could speak to a supervisor. She asked me to hold. I waited for about 5 minutes and she came back to the phone. Her supervisor wasn't available but she said she was going to issue a credit back to my checking account and said it should be effective before noon. So I'm thinkin' to myself, "thought you couldn't do anything!" She then asked for a phone number that I could be reached at to confirm that the credit had been issued.
By 3:45 this afternoon I still hadn't received a call back so I called Verizon back. Of course I had to explain the entire story including what transpired today to the new customer service rep that answered the phone. She too put me on hold and then came back to the phone after 5 minutes. This customer service rep apologised (the sure know how to do that!) and said that it takes 48 to 72 hours for the credit to get applied to my checking account. She assured me that it would show up on my account by Friday at the latest. I thanked her and ended the call.
I wonder how many people just take the word of the first customer service rep that I spoke with who insisted that there was nothing she could do until I pushed a little harder. What is up with customer service! Why should I have had to ask to speak to a supervisor to finally get some action that could have been taken care of in the first place. I'm locked into a contract but I will definitely consider a different provider once it comes to an end.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment