Navigating customer service can be challenging, especially when dealing with essential programs like the Affordable Connectivity Program (ACP). My recent experience with Verizon regarding the ACP left me deeply frustrated and questioning their customer service standards. After being approved for the Affordable Connectivity Program and assured that the discount would be immediately applied, I was surprised to see my regular, unchanged bill. This prompted a call to Verizon, which unfortunately devolved into an incredibly unprofessional encounter.
My initial call to Verizon’s customer service was less than helpful. The representative who answered seemed confused and unable to provide a clear explanation about why the ACP discount wasn’t reflected on my bill. To get to the bottom of the issue, I requested to speak with someone in the Financial Department, hoping for more clarity and resolution.
The Financial Department representative offered an apology, explaining a potential routing error where ACP-related calls were mistakenly being directed to Collections. While he was more helpful than the first representative, he ultimately transferred me to the dedicated ACP line to address my billing concerns directly. This transfer, however, led to an even more disheartening experience.
The representative who answered on the ACP line was, frankly, appalling. From the outset, her demeanor was negative and impatient. I began to explain that we had been informed the previous day that our internet service would be free, effective immediately, due to the ACP approval. Before I could even finish my sentence, she abruptly interjected with a sharp “NO!” cutting me off.
She proceeded to explain that charges for Disney+ and AMC were appearing on the bill because we had supposedly signed up for these services. I corrected her, stating clearly that we had not added these services to our account. Throughout the conversation, her tone remained dismissive and miserable. When I asked for clarification on the billing discrepancy given our ACP approval, her patience visibly wore thin, and she became increasingly rude. Finally, I felt compelled to say, “I don’t like the way you are speaking to me,” hoping to de-escalate the situation.
Instead of acknowledging my concern or attempting to improve her approach, she became even more dismissive. As I began to express my confusion, stating, “I do not know what I did to make you angry,” she curtly declared, “Okay, we’re done here,” and abruptly placed me on hold with music playing. This abrupt dismissal and complete disregard for basic customer service etiquette was shocking and unacceptable.
Verizon, this experience has left me deeply concerned about the quality of your customer service, particularly for customers utilizing the Affordable Connectivity Program. The behavior of this representative was not only unprofessional but also condescending and disrespectful. Her inability to handle a simple billing inquiry with patience and courtesy is simply unacceptable for anyone in a customer-facing role. I urge Verizon to review the recording of this conversation and address this representative’s conduct. Such behavior reflects poorly on Verizon and undermines the positive intent of programs like the ACP.
Living in a city like NYC, one develops a certain resilience, but the level of unprofessionalism I encountered transcended anything I have experienced before. It raises questions about the training and standards Verizon upholds for its customer service representatives, especially those handling the Affordable Connectivity Program. Was this treatment a result of being an ACP recipient? Would a full-paying customer be subjected to such rudeness? It’s a deeply unsettling experience that warrants attention and, hopefully, instigates improvements in Verizon’s customer service protocols for ACP participants. For others relying on the Affordable Connectivity Program, this experience serves as a cautionary tale: be prepared for potentially challenging and unprofessional interactions when seeking support from Verizon regarding your ACP benefits.
