I recently was let go from a company in Norfolk, VA., that was contracted by Verizon to handle the Billing inquiries and Customer Retention for DSL, so if you dialed 800-567-6789, its possible you reached that office, if it didnt go overseas, so I know what your saying.
It was a common practice and complaint in the department I worked for regarding "Slamming" of customers. What the CSSC dept (Consumer Sales and Service) would do is load customers up with alot of unordered items that the customer wouldn't find out about until first billing or maybe even later in most cases, which would prompt customer to call. But by that time the rep who placed all the extras on the acct probably received their bonus for that month.
The most common issue was the Elderly calling in about their phone service and being offered DSL "for free for 30 days", most of these people didnt even have a computer, let alone know how to use one. The billing reps would then remove the charges to make the customer happy and sometimes offer an additional month credit for the customer's inconvenience. And in regard to cancellation, more than a few Verizon customers will agree that the line mysteriously dropped after they stated they wanted to cancel service, or the rep would tell them its cancelled and would take no action on that acct. If the reps don't access you DSL bill in the system they use, there is no way to tell who you spoke to unless you wrote down their name and/or id.
Real Verizon employee id's begin with a V and contracted companies begin with a Z both have 6 numbers following it. They will typically not want to give it to you for fear they have screwed up and your going to report them. But there is no reason a rep should not give you their id number, although, they will try to deny it because you wouldn't know that.
If only the customers knew what caliber of people they were dealing with when they called in to that office. I've put in complaints about Team Developers (supervisors) being high on the job that went unaddressed to the Director, because I couldn't trust the Operations Managers who is their direct supervisor, for fear he would go and tell them. Also the drug use in that building is ridiculous. I've seen some supervisors come in to work high, during the day high and at the end of the day high. And to make matters worse it sits diagonally across from a Homeland Security Building. And a majority of the Supervisors live a pretty good distance from the job to go home and do this, so it's safe to assume the drugs are either on their person, or in their vehicle.
Needless to say shortly after filing that complaint to the Operations Managers at a later date this year, they found a reason to fire me, and had four sups in the room, two of which were accused of getting high, during my firing, I guess they had to be there for the show. They tried to make up something else to cover it up. Since Virginia is an At-Will state, I had to bite the bullet.
This outsourced company should not have the Verizon acct, because of their lack of professionalism and total disregard for customer needs. If you noticed, you were probably transferred several times, the reason for that is the reps have to maintain an Average Handle Time, so it is common practice to send you somewhere else to keep the stats looking good for Verizon so that outsourced company can keep the contract.
So if you have friends that use Verizon DSL, please advise them of this. Its all a numbers game, reps will get the customer off the phone as quick as they can and forget their needs.
Why file a report here? Ripoff Report is a permanent record! Other complaint sites copy our content then remove reports for money.
