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This Entry is Rated:
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09/16/10 | 23:02PM
30 - Minutes of Runaround and Accomplished NOTHING!

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You are now chatting with 'Yasmine'
you: Pete
Yasmine: Hello, Thank you for visiting our chat service. May I have your 10-digit mobile number area code first and your name as it appears on the account please?
you: I just removed myself from the account and went with t-mobile. But I am still the head of household and need to change our plan--my family is still with verizon.
you: My number with you was 363-243-1234.
you: My name is Pete Smith.
Yasmine: Ok, is your name still on the account?
you: Don't know. I removed my line and number.
Yasmine: Ok, I will be happy to assist you with this.
Yasmine: Could I please have the 10 digit number to an active number on the account?
you: 363-243-1235 - my wife, Tara Smith
you: Our goal is to drop the monthly bill as low as possible.
Yasmine: No problem. Give me one second to access your account.
Yasmine: For security purposes, will you please verify your billing password?
you: 3243
you: or Leper
Yasmine: I apologize sir, I can only take one at a time.
Yasmine: Would you like to guess?
you: I just used 3243to sign into myverizon. Would that be the number? I guess you'll have to try one at a time.
Yasmine: Great@
Yasmine: !
Yasmine: Thanks for that information.
Yasmine: Give me one second to analyze your account.
Yasmine: Ok, after reviewing your usage, I recommend that you stay with your current plan.
Yasmine: The plan that is a step down from your plan only has 700 minutes.
you: How many minutes a month have the three numbers other than mine been using?
Yasmine: After taking a second look at your account the 700 plan will be ok for the 3 lines.
you: How many minutes a month have the three numbers other than mine been using?
Yasmine: They are averaging 645 minutes over the past three months.
Yasmine: This is including there friends and family minutes.
you: Ok. Let's go with that. But we don't pay for friends and family time, do we?
you: I really need the smallest payment possible--out of work.
Yasmine: No sir, however the friends and family feature is not included in the 700 minute plan.
Yasmine: This plan I am referring to is the Nationwide Family Share Talk plan with 700 shared minutes for $69.99 a month for the first two lines and $9.99 a month for each additional line. This plan comes with Unlimited Nights and Weekends, Unlimited Mobile to Mobile Calling and No Roaming or Long Distance charges. How does this sound?
you: Oh. So what would the total monthly bill be with the 700 minute plan?
you: So that is the least expensive option?
Yasmine: Right now it would be around 90.00 dollars . This is without tax or any extra features you may have.
Yasmine: This also includes 9.99 for your line because it has been only suspended and not completely canceled.
you: Wow. It needs to be completely canceled immediately! Please.
Yasmine: Unfortunately sir, I am not authorized to cancel this line for you. I recommend you contact customer service for further assistance with this. They can be contacted at 800-922-0204.
you: This is one reason why I'm leaving verizon with all lines as soon as possible. This is all a pain. So can we quickly finish here--please drop me to the 700 minute plan. I need to go in a second. Thank you.
you: I shouldn't have to go to an entirely different customer service number to simply cancel a number.
Yasmine: I do understand your frustration sir. However I am only authorized to deal with call plan changes and online login and registration. I can go ahead and walk you through the plan change and then you can call in to cancel the line.
you: let's do it asap. thank you
Yasmine: Please click on the Change Calling Plan link underneath the Account Actions box on the right of your screen.
Yasmine: You may see a screen describing our Nationwide calling plans. Please click continue from this screen
Yasmine: Next, select "Change Family Plan" and click continue.
you: where would i see this screen?
you: in myverizon account?
Yasmine: Correct. Are you currently logged in?
you: yes
Yasmine: Ok, do you see the link I am referring to?
you: i see a link that says "change price plan" is that it
Yasmine: Yes sir, this is it.
you: when i click on the link that says "change selected plan" nothing happens--the link doesn't work. that's why i ended up on this chat
you: when i hover over a question mark it tells me i can't change the plan online but have to call the number you gave me earlier. so i just wasted 30 minutes in this process. plz tell your customer service people this is another reason why i'm changing wireless services.
Yasmine: No problem sir, I can make this change for you.
Yasmine: Give me one second to make this change.
you: why didn't you do it in the first place?
Yasmine: I was going to walk you through the process sir. I apologize, I didn't know about the web site not allowing you to make the change.
you: ok. i understand. can we make the change quickly now?
Yasmine: Unfortunately Pete, because your disconnect is future dated the system the system will not allow me to make the plan change. The plan change can not be made until 10/4010 when your line is set to be cancelled.
you: typical. have a good day. your company policies just wasted 30 minutes of my time to accomplish NOTHING. amazing.
Yasmine: I do understand your frustration. I apologize for the complications. Is there anything else that I can assist you with today?
you: Nope. take care.

Anonymous - Verizon H8er ID: 6834F2

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09/24/10 | 13:09PM
You are an idiot. If something is future-dated and you cannot make changes due to it being future date, then cancel the future-dated issue, make the change and then setup the future-dated issue up again. If you had called customer service in the first place, then you could have that resolved in less than 10 minutes. You completely wasted Yasmine's time.

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