We received a bill from Verizon for an additional $13.68, so today I went a second round with Verizon about our old phone number. Read my original experience here.
To be fair, here’s the good news:
- Our phone number was disconnected
- Today’s experience was better than my last experience with Verizon customer service
- The first rep I spoke with was very professional and polished
Here are the areas that Verizon still needs to work on:
- Phone tree: I went through several different layers of the phone tree to reach a rep; at one juncture, I was directed to press 8 for all other services. I pressed 8, and was told that it was not a valid option. I pressed 0, which worked. Navigating by audio only is tough enough. When the navigation directions are incorrect, it becomes infuriating.
- Disconnection Process: we were billed because the disconnect notice was not back dated, though this need was well documented on our account. I needed to call a second time due to this oversight.