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j2dalo83

@verizon.net

[Rant] Extorted by Verizon CS

I would like to share with all my chat log of how a Verizon representative attempted to extort me. I changed nothing in this chat log except my name, phone#, and account #- 100% real

Agent Elvin has joined. (13:06:16)
Elvin : Chat ID for this session is 02281321949. (13:06:16)
Elvin(13:06:21): Hello. Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today.

For quality & security purposes, your session is recorded and may be monitored or reviewed. Please do not provide sensitive information such as social security, bank account or credit card numbers. May we view your account information, including the services you subscribe to, so that we may assist you during this chat with respect to available Verizon products and services? You may deny us permission, which will have no effect on your current services. Under federal law, it is your right and our duty to protect your account information.

May I have permission to review your account?
ME(13:06:28): Hi Elvin
ME(13:06:32): yes you can review my account
Elvin(13:08:23): I can understand the importance of managing your communication and entertainment needs. May I have your account number or last amount paid toward your account to verify your identity?
ME(13:08:35): xxxxxxxxxxxxxxxxxxxxxxxxx
ME(13:09:14): So the problem with my bill is I keep getting a outlet installation charge
ME(13:09:40): when I signed up I had free installation up to 3 outlets i believe
Elvin(13:09:56): Let me look
ME(13:10:18): and i only had 2 outlets installed- I was credited that amount back last month but the same charge has re-appeared this month
Elvin(13:12:48): According to our records, it is free installation of up to 3 existing outlets. I show the charge on your account is for new outlet installation.
ME(13:13:31): i had existing outlets already
ME(13:14:04): which is why that charge was taken off last month
Elvin(13:14:29): While reviewing your account I found for $10 more increase your internet speed with 50M/25M. A technician visit is not required and you can keep the same commitment period with us if in an existing contract. I you want to upgrade your Internet speed I can waive the outlet installation charges.
ME(13:15:15): i can upgrade to that speed for $5
ME(13:15:41): but that is not the point
ME(13:16:14): the point is this re-occurring charge should have been taken off last month
ME(13:16:30): and i would like it to be removed this month and not show up again next month
Elvin(13:17:00): I can remove the charge if you want me to upgrade your speed.
Elvin(13:17:40): All charges not just the one on your bill.
ME(13:17:50): please let me speak to a supervisor\
Elvin(13:19:50): I can have a Supervisor contact you in 1-2 business days. I have spoken with our Verizon FiOS Technical Support Team and they advised of the work done which is why the charges are on your account.
ME(13:20:25): so you can remove the charges if I agree to the bribe?
Elvin(13:20:41): Yes.
ME(13:20:59): I would like to speak to a supervisor/manager right now
Elvin(13:22:14): I will see if a Supervisor is available in chat for you.
Elvin(13:26:00): Thank you for continuing to hold. I am still working on your request and I will be back with you in a few moments.
ME(13:26:07): ok
Elvin(13:28:48): Thank you for your patience. I am still working on your request and will be back with you shortly.
ME(13:30:04): ok
Elvin(13:36:15): I do apologize there is not one available at this time.
ME(13:36:24): I will wait until one is availble
Elvin(13:37:25): I am sorry there are other customers I need to assist. I can have a Supervisor contact you in 1-2 business days. What number can you be reached at?
ME(13:38:02): If there are some that are just temporarily unavailable why would it take 1-2 business days to contact me?
ME(13:38:27): I want to speak to someone today
Elvin(13:39:28): I am sorry I cannot guarantee a call back today.
ME(13:39:52): then please have someone contact me at xxx-xxx-xxx
Elvin(13:40:52): OK. I will have a Supervisor contact you at tht number.
Elvin(13:42:42): Thank you for choosing Verizon, we appreciate your business. If you have any additional questions, please do not hesitate to contact us again.
Your session is now closed.
Thank you, have a nice day.



jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ
kudos:3

The rep is in some 3rd world country and doesn't have any idea what you are talking about.

They are poorly trained and can only handle the simplest of requests.



Traxless
Premium
join:2005-02-16
USA
reply to j2dalo83

I share your pain! I'd like to reach through the phone line and punch the SOB in the nose!

And so it goes.



dib22

join:2002-01-27
Kansas City, MO
reply to j2dalo83

If the telco/cableco/wireless providers could only give the training and attention to their networks that they do to their sales techniques we would have the best systems in the world