On *** I chatted with an agent about what deals could be applied to my account, as the...

GetHuman1964693's customer service issue with Verizon from January 2019

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Help with my Verizon issue
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The issue in GetHuman1964693's own words
On *** I chatted with an agent about what deals could be applied to my account, as the deals I had last year were expiring. They could not find deals that would match my current price (which is not a new customer promo, despite several agents assuming it is). I asked to speak to a supervisor to see if we could find any additional deals. Frankly, that agent said a few rude things to me but ultimately found discounts that were similar. However, when that agent applied the discounts it took off the router rental waiver and that agent would not remove it, despite the fact that the tech who sent me the router assured me that I would not be charged for it. I eventually agreed to the deal the agent sent, planning to either buy my own router or talk to another agent later to sort out the issue.**After I agreed to the deal the agent said they would process it, but then the chat disconnected. At this point, it was after midnight and I had work in the morning, so I went to sleep.**On ***, I entered a chat again so I could get things sorted. The agent I spoke to there said they could not apply the deals from *** and said I should call Verizon. I called the number they supplied and was on hold for nearly an hour. Then I got a message that the office closed and I was unable to speak to anyone.**This whole time, I was also conversing with Verizon over Twitter because the situation was just so ridiculous. They kept saying that Verizon wouldn't honor the deal because I didn't agree to the Terms of Service and the agent didn't put it in my cart. However, it's not my fault that the agent was disconnected and I feel Verizon needs to honor the discounts the agent sent on *** AND the router rental waiver that the tech I worked with about a year ago promised me over the phone and that I have had for the past year.**I entered a chat again, as the social media team recommended. The agent in the chat said there were no notes on my account from the supervisor who gave me the deal on *** and that there was nothing they could do. They gave me a phone number to call and said I needed to ask to escalate the issue to a supervisor.**I'm now trying to call Verizon again (it's ****) and I've been on hold for over an hour waiting to speak with someone.
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Verizon

Customer service issue
Reported by GetHuman1964693
Jan 14th, 2019 - 9 mons ago
I have an issue with Verizon too
Not resolved
Seen by 6 customers so far
Similar issue to 4235 others
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Timeline
GetHuman1964693 started working on this issue
Jan 14th 9:04pm