Outrage Upon Which I Will No Longer Put
Just
for the record
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Chat Subject:Forgot User Id &
Password
Your Question: I have so many
Verizon PWs that I can't keep track
A Verizon
Representative will be with you shortly. Thank you.
Agent Mary has
joined. (08:57:14)
Mary : Chat ID
for this session is 112xxxxx. (08:57:14)
Mary(08:57:19): Thank
you for choosing Verizon and visiting our chat service. I would be
happy to help you.
For quality
and security purposes, your session is recorded and may be
monitored or reviewed. May I help you with your online registration,
online bill pay or user id and password?
R CUSTOMER(08:58:11): I have so many Verizon PWs that I can't keep
track. and cannot sign in
Mary(08:59:22):
I apologize that you are having an issue accessing your
online account, I will be happy to help you. Can I have your Verizon
Home telephone number please?
R CUSTOMER(08:59:45): 999 999 9999
Mary(09:02:15):
Thank you. Can I also have your first and last name please?
R CUSTOMER(09:02:43): (NAME)
Mary(09:03:13):
Thank you Mr. Royal Highness, one moment please while I pull up the
account.
Mary(09:05:29):
I was able to pull up the account and I do need to ask
a couple of questions to verify. There is a secret question on file
which is: What is the name of your first pet?
R CUSTOMER(09:05:52): bowzer
Mary(09:06:37):
I apologize, but that is not the
answer I show here. Is
there any other pet name you can think of that might be listed there?
R CUSTOMER(09:07:11): spud
Mary(09:08:01):
I am sorry, but that is not the answer
I show either.
Is there any other pet name you can think of that might be listed on
the account?
R CUSTOMER(09:09:59): ??? does capitalization matter? Our first pet was
Bowzer. my first dog was Spud, or maybe Klyde
Mary(09:12:09):
Capitalization does not matter. I am sorry, but that is
not the pet name I show here either.
Without that answer I would need
to send you a temporary PIN to verify the account. I can send the PIN
via an automated call to 999 999 9999 and you would get the call in 2-3
minutes. Are you at that number now?
R CUSTOMER(09:13:24): I want a telephone number I can call on My PHONE
and talk with a live person ... this is why I am fed up with Verizom.
Thank you.
Mary(09:14:35):
I apologize for the frustration. If you would prefer to
speak with an agent on the phone you can call 1 866 326 7937. I will
tell you they will ask you the same questions I am and will have to
follow the same procedures to verify the account without that secret
answer.
Mary(09:16:45):
I have not heard from you for a few moments. Would you like to continue
this chat session?
R CUSTOMER(09:16:47): Am I to understand that calling you on my
Verizon phone will cause me to verify that I am calling on my phone and
answer ID questions that you have clearly screwed up? Who elese would
be calling from MY home phone??
R CUSTOMER(09:18:13): Try the Pet name SLASHER
Mary(09:19:58):
That is not the
answer I show here, and because we did
not confirm that within 3 attempts I do have to send the PIN to verify
the account. I apologize for the frustration, I can tell you that
without the answer to that question we can either send you a temporary
PIN number to verify the account or if you prefer to speak with an
agent over the phone the agent could call back the 999 999 9999 number
to verify the account.
R CUSTOMER(09:20:29): Try Pet name SLASHER
Mary(09:22:14):
That is not the name
I show here. I am sorry. I do have
to send a PIN in order to verify the account. If you are at the Home
number now I can send that PIN and you would get the call in 2-3
minutes. If you will tell me the PIN it will verify the account so I
can further assist you. Are you at that number now?
R CUSTOMER(09:23:24): send the pin number then - what user name will I
use with it?
Mary(09:24:29):
Once you get the PIN if you will tell me that number it
will verify the account so I can help you with your log in information.
R CUSTOMER(09:24:46): okay
Mary(09:25:01):
I did submit the request and you should receive that call in the next
few minutes.
(PHONE RINGS )
R CUSTOMER(09:27:20): temp pin is 1599
Mary(09:28:50):
I apologize, but that is not the PIN number that I show
here. I will be happy to submit the request again so you will be able
to get that number.
R CUSTOMER(09:30:06): I'm going nuts try it again than
Mary(09:32:06):
I apologize for the frustration, but that call should arrive in the
next few minutes.
(PHONE RINGS AGAIN)
R CUSTOMER(09:35:01): its 1599 and
I recorded that
message
Mary(09:36:56):
I apologize Mr. Royal Highness, but that
is not the PIN
number I show on file here. Please allow me a moment to
check on some information to make sure we can get you the correct PIN
and help you access your account.
This session
will automatically timeout in one minute. Please respond.
R CUSTOMER(09:44:28): hello? I'm waiting for your response
Mary(09:46:08):
I apologize for the wait Mr. Royal Highness. I am going
to have the call with the PIN made by a live person to make sure you
are able to get that number.
R CUSTOMER(09:46:25): do it
Mary(09:50:06): Thank
you for your patience.
R CUSTOMER(09:50:25): You're welcome
(PHONE
RINGS AGAIN)
Your session
is now closed.
Welcome to
Verizon Live Chat |
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That
last phone call was Mary herself. I was taken aback because here
was
a very sweet American voice when I had expected Apu
Nahasapeemapetilon. When I again suggested that Verizon was a
mess,
and that I had recorded the conversation where I was given the PW 1599,
she responded:
"But you typed
9599."
"I recorded it.
Want to listen? And I'm looking at the live transcript that
shows 1599"
I wish I'd asked what I typed for the
"Pet name," she prolly got "wowzer."
So there you have what it's like dealing with Verizon - and this was my
third attempt at this problem. The last two times
ended with me giving up and hoping that I
could rely on Calvin Coolidge's direction* (which is my life
philosophy) would prevail, and solve itself. Alas,
no.
I have four more problems with Verizon, including my FIOS bill that
increases monthly as my available channels shrink. Yesterday
during
Thanksgiving Dinner (which was maybe the most enjoyable in my lifetime)
the girls were all discussing how they have to call Verizon every two
months to bitch-slap their rates back to where they belong. I'm
way
too, what's the word, insane, that's the word. I get way
too insane
dealing with entities who knowingly try to perp me (like our
government). But I do love my Internet.
Someday soon there will be countless services that provide broadband
fiber service, and then I will be able to get rid of FIOS completely,
and go to ala carte services like NetFlix and Hulu and Ooma.
*If
you see ten
troubles coming down the road, you can be sure that nine will run into
the ditch before they reach you. - Calvin Coolidge |
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