Verizon Problem Reported to GetHuman by GetHuman-ozbakir

November 12th, 2017

Report Details

Summary of the problem
Dear Manager(Finance), I’ve been having trouble getting my problem fixed with Verizon. I have cho
Company and department tried
Verizon - Customer Service
Reported by
GetHuman-ozbakir - GetHuman user since December 22, 2016
Problem classification
Verizon: Customer Service Problem
Date of incident
November 11th, 2017
Reported by GetHuman-ozbakir
Reported on November 12th, 2017 from Wisconsin
Problem report / further detail
Dear Manager(Finance),**I’ve been having trouble getting my problem fixed with Verizon. I have chosen to submit my issue via email, so that it is all documented in detail, and I am tired of being hung up on by a Verizon associate because they don’t know how to solve my problem.**It all started in **** when I decided to get VZ Fios service, and was quickly disappointed, because I felt it didn’t live up to its promises, so I decided to cancel service. At which point VZ charged me several fees, which continued as debts attached to my name. Years later after VZ has continued to send my offer letters, and marketing material about how you want me back, I decided to explore the option. I spoke to a technician and had asked him about the debt I had with VZ, and that I wanted that erased for me to sign up. His reply was that he didn’t see any debt with VZ. So I was content about my new service to be.*That night after some though I realized that debt was probably sold to a collection agency, and that is why VZ had no record of any debt. This is the point where things become difficult. **I called VZ and explained my situation, stating that for me initiate service with VZ I cannot have any debt originated by VZ, no exception. This customer service person was somewhat helpful and explained to me that VZ did not see an amount or detail for this debt, but did find the collection agency it was sold to and phone number (***-***-****) She then instructed me per her management to contact this agency, and tell them VZ had sold them this debt in error, and that they must call VZ to resolve the issue. She had told me they will respond ‘no’, that they do not do that, but I must insist. I did just that and got the debt amount ($**x.**), and the collection representative did refuse to contact VZ saying, ‘we don’t contact VZ’. I asked for the manager, whom she said is busy and will call me back. I never received a call back.**I then went back and called VZ again, being directed to the Finance dept. The gentlemen I spoke to this time was not helpful at first and said he couldn’t help with the situation after I explained what happened after I call the agency. I then asked for his manager, after holding, he returned and said, ‘ok I was told I can call, hold please’. After which I was hearing numbers being dialed, and said ‘hello’. To which he replied ‘I am trying to get them on *-way’, and then the phone disconnects.**I call again, and speak to another rep from finance. This person was willing to help, and while on the phone with her, she dialed in to a collection agency, and I was patched through. I then asked ‘are you there, from VZ’ * times, to which I got no response. I was patched through but the VZ rep ditched the call! On top of that, they had connected me to the wrong collection agency, ignoring the *** above I was given by the first VZ associate. The agent was unable to find my account, because they weren’t the agency, another chunk of wasted time.**I call VZ back yet again, again patched through to the department I gathered is the one should talk to, Finance. This time the person was very adversarial regarding helping me with this issue regardless of my explanation of what already happened and that management has already approved reaching out to the correct agency listed above. I had to ask for a manager, to which she said ‘ok, please hold’. After * minutes of holding, the phone went dead.**At this point I had my fill of trying to get my problem fixed by Verizon customer service via the phone. It was a sincerely disappointing experience.**So this email is my final effort to get this problem resolved. To reiterate my problem, I have an outstanding debt initiated by VZ, now belonging to a collection agency (***-***-****), which I want erased before I agree to new VZ service. The order number for this service (scheduled ******) and other details are below.**New VZ FIOS Service Order Number: NJ************Name: Talaat Bakir*Email: Talaat.B*****@***.com*Address: **** Cyril Ave*Prospect Park ******Last * SS: *****Phone: ***-***-******Please respond via email or phone regarding this matter.*I thank you ahead of time for your diligent efforts to help resolve my matter.**Best,**Talaat Bakir
How GetHuman-ozbakir attempted to contact Verizon
Tried calling Verizon Customer Support Number 800-567-6789
Was equipped with the following information
Name of Account Holder, First name, Phone number, Last 4 of Social Security, Email, Home address
Reported back to GetHuman as fixed
Fixed, on November 30th, 2017

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