Service of When a Communicator Can’t Connect with a Communications Company
March 2nd, 2023
Categories: Communications, Corporations, Hiding, Technology
I’ve done well helping clients communicate with consumer and trade audiences. So why can’t I get through to Verizon Wireless, a communications company? And how can a vendor expect a customer to spend as much time as I already have, simply to accomplish a routine thing—and still not succeed?
I tried on and off for three days to update my credit card information for auto pay on my business account. Every time I feel a sense of relief because I successfully navigated press 1, press 6 to get a person, I’m disappointed. What have I accomplished? I think that I’ve paid twice for March service.
I was promised a callback that never happened. Why did I need one? The customer service rep told me there was something wrong with the system which didn’t accept my information and she’d get back with me. [Reps aren’t able to take credit card numbers over the phone for security reasons.] CVS and Trader Joe’s had no trouble with the new card.
After countless misfires I finally reached someone to send me the link to input the new information and she said it went through. I did a happy dance that turned into a scream when after the call I received a Verizon notification that I’d discontinued Auto Pay! Huh?
To rectify this I tried Verizon Chat—to get to it I went through another time consuming rigamarole–and soon learned that Alex handled personal not business accounts. She shared a few more toll-free numbers.
I’d already tried all sorts and if I got a person he/she was inevitably in the wrong department. When promised to be transferred to a person, I’d wait on hold for minutes and find myself back to the automated voice asking me to “press 6” which meant what I needed done didn’t match any of the options. I tried yelling at the phone and hitting 000000000000000 and #######. Or sometimes I’d hit number 1 as instructed—which promised me a live person–and it didn’t register so soon after punching in my phone number and responding to a link texted to my phone proving I’m legit, a computer voice would say “You didn’t respond. Goodbye.” My phone is new, by the way.
I’ve written to the CEO of the business division. I figure I have a month to work it out. How can my phones be disconnected when I’ve probably paid twice for this month? I’ll find out.
Think of the millions who must do the same thing because their card was lost, stolen or updated. Why is the staff clueless? How come a communications company in the phone business makes it so difficult to speak with someone?
Have you been frustrated trying to accomplish a routine operation at a giant corporation?
Image by Robin Higgins from Pixabay
Tags: Verizon, Verizon Wireless
Linda on Facebook: Please–I tried to set up Verizon Autopay several times with no success. Finally resorted to getting help from agent at Lexington Avenue storefront. And bill still screwed up. Allegedly will be corrected in next billing period. Time will tell I guess.
Wow. What’s nuts is that I was on Auto Pay. And the only changes in the card are the expiration and security numbers. Routine? What could be more! What bill of goods did the corporation buy from its tech team or supplier? Grump.
Linda on Facebook: Don’t blame you for being grumpy. Millions of people every day get new or updated credit cards with new expiration dates and security codes. Shouldn’t be so hard!
Linda,
And auto pay saves them a lot of money in paper and postage and staff time I would think. I hear the slurp of my money going from my card into their pockets every month.
Francine on Facebook: I’m having an anxiety attack just reading this.
It’s becoming increasingly clear that these corporate behemoths are taking on more than they can handle. In order to properly serve their clientele, they will either have to enlarge their staff or downsize. Being the greedy entities that they are, they’ll probably do nothing unless or until they face collapse.
Rose on Facebook: Yes many times by Verizon. They get the award for worse customer service in the history of the world. It also seems many companies you find online don’t have a phone number to call. When you submit a form or email their info@—- email no one responds. Bad business trend.
Lucrezia,
I agree and plan for Monday’s post to share a few more recent examples.
Rose,
The time we all waste trying to set things straight is a sin. I’ll be curious to see if I receive a response from anyone as a result of the letter I wrote the CEO of the business division.