This is an email I sent to the CEO of Verizon.
We have been home customers of Verizon for over 20 years. We got 2 new iPhones, and changed our plan (to Unlimited Welcome) but cannot change the payment to autopay.
Here are the outrageous things that occur when I try.
Cannot access our account,
either by phone or by internet
Verizon demands my PIN number. I got my PIN number like 20 years ago. I do not know it, do not remember it, and did not write it down. Without it apparently there is NO access for us.
Same with phone support. I
cannot access a human support agent, without my PIN.
I tried Chat support and was
on hold for 30 minutes before I gave up.
We went to the Verizon Store and they were unable
to help in this matter.
I do not believe I have a Verizon account online at verizon.com. The Verizon website will not allow me to create an account, or access a possible existing account. I found no option to create an online account.
Verizon is also overcharging our monthly bill by like $50. Everything I attempt to do to
simply change my payment plan, or access support, has been made impossible by Verizon. This has
been incredible frustrating and should not be so complicated and difficult, if
not impossible. In this matter, as loyal long-term customers we are very very
very unhappy with the inability for us to access our Verizon account.
Have I gotten a response from the Verizon executive office? Nothing. Nada. Zero.