I spent 4+ hours with ~20 Verizon agents with 0 problem solved
I just spent more than 4 hours with roughly 20 Verizon support agents, and I genuinely cannot believe this is how their customer support system works.
The actual problem almost doesn't matter at this point. I had a Verizon Free Trial activation issue involving an eSIM. What followed was one of the most absurd customer service experiences I've ever had.
Here is the loop I went through over and over again:
1. A new agent joins the chat.
They spend 10–20 minutes “reviewing the previous messages.”
During this time, I apparently have to keep sending messages periodically, because if I don't, the chat can be terminated and handed off to yet another agent.
So I'm basically sitting there trying to keep the session alive while the agent reads the history.
2. The agent finishes reading the history... and asks me for information that is already in the chat.
Not obscure information buried somewhere four hours ago.
I'm talking about questions whose answers are literally in my first message, where I already summarized the problem, the troubleshooting I've done, and the information they need.
I answer everything again anyway.
At any point during this process, the agent can terminate the session.
3. The agent eventually tells me they can't solve it and need to transfer me to the “technical team.”
Then I wait another 10 minutes or so.
Sometimes a technical agent actually appears.
Sometimes, somehow, I end up with another sales agent instead.
4. If I actually reach technical support, the technical agent spends another 5–10 minutes reading the same chat history.
Then they suggest troubleshooting steps.
The same troubleshooting steps I already tried.
The same troubleshooting steps I explicitly listed in my original message.
I do them again anyway.
They fail again, exactly as expected.
5. The technical support agent terminates the chat session.
And suddenly I'm back with...
a brand-new sales agent.
Who then spends 10–20 minutes reading the previous messages.
Who then asks for information already contained in my first message.
Who then says they need to transfer me to technical support.
And the entire loop starts again.
To be clear, when I say agents “disconnected,” I don't mean my internet dropped or I accidentally closed the chat.
The support agent ended the chat session on their side, and the conversation was then reassigned to another agent.
This happened over and over and over again.
At various points, agents introduced themselves as “Senior Tech Support” or told me I had reached a “dedicated team.” Several assured me that they would personally get the problem resolved.
Then the session would be terminated and I would find myself explaining everything to another sales agent.
Again.
At one point I received essentially no useful response for at least an hour.
I started screenshotting the conversations because after a while the whole thing became difficult to believe.
After more than four hours of:
~20 agents.
Countless transfers.
The same questions answered over and over.
The same troubleshooting repeated over and over.
Multiple “senior” and “dedicated” teams.
Zero resolution.
I ended the chat, because the pattern is really clear. They are not going to help.
Also, the web support system is astonishingly bad. Anyone who used it will agree with me. It's incredibility buggy. My AI coding agent will do a much better job, so Verizon, you can fire all of your software engineer and replace them with claude code or codex at this point, because they have done a horrible job that even deepseek would be a better bet in terms of code quality.
I honestly don't know whether to be angry or impressed that a company this large has managed to turn customer support into a literal infinite loop.
I have screenshotted everything, but I'm on vacation and I need time to redact my personal info (it's really, really long). They will be posted once I'm back home.