Verizon Customer Service

I needed help with my Verizon family plan. I thought that the way I had signed up, I could add up to four family members for a fairly low price, but that was not how my first month's billing showed up. I am used to the bait and switch of cell phone companies, but generally, that happens after the promotion runs out. Since this was my first month's bill, it was too early to be in that spot. With that in mind, I knew that I would have to call. 

Of course, I put it off for almost a week first because I hate calling customer service lines and going through directories only to end up on hold for a long time. Verizon wasn't too bad, but it wasn't great either. It was fairly easy to get through their general directory, but I still ended up on hold for close to 15 minutes. The positive was it only took me about two minutes to get to the point where I was listening to the hold music. The agent was very friendly and helpful once I got to her, which was appreciated after the wait. 

I would wager there are a lot of reasons why people end up calling Verizon. Some people probably need to make payments; others need to talk about their mobile or prepaid phone service. I think Verizon also offers company internet, TV and home internet service, and car Wi-Fi, so these are all additional reasons that people could end up on hold. That makes my 15-minute wait seem a little less crazy, but I called fairly early in the morning and not around lunch hour or anything. I wouldn't want to wait in the lunch hour hold line. 

When I called, I was greeted by a message that said, "Welcome to Verizon; I am the Verizon Assistant," followed by the standard Spanish message and language about how your call may be monitored for quality assurance. Then it launched directly into a directory list that stated, "To become a Verizon mobile customer or for prepaid support, press 1. To make a payment on a disconnected service, press 2. Support for home, internet, or TV service, press 3. Help getting the mobile number for a device, press 4. Check an order or recycling request, press 5. For your connected car Wi-Fi, press 6. Anything else, press 7."

None of these options fit my problem, so I chose 7, and then it stated, "For personal mobile service, press 1. For business, press 2." I chose personal service and was taken to the hold line. So, like I said, all and all, that wasn't the worst directory.