Heidi D.

It took me two very long and unnecessarily ‘confusing' sessions with Verizon chat online to drop a line from my account. The rep acted like they did not understand what I was asking, referring to other issues, and would place me on hold for lengthy periods of time while ‘researching my account' only to have the line remain on my next bill. Today this happened all over again. Spent over twenty minutes of cat and mouse. It required my mention of feeling forced to go to a physical Verizon location with a switch to AT&T for the second rep to magically understand my request, immediately delivering with the desired result. This is a manipulative, and dishonest way to perform a simple act of business and I will leave the company after 18 years if this behavior continues.