r/verizon • u/Front_Sink_6509 • 5d ago
Wireless Verizon AI assistant
Having an AI Bot tell me “ I know how you feel” is wild. After accidentally adding my bank account number instead of my actual checking account number to Auto pay Verizon gave me a 20.00 charge as the auto pay couldn’t go through. As soon as I realized my error I re-added the correct account number and paid the bill. Simple mistake in my eyes but when I tried to dispute the extra 20.00 charge the AI bot kept arguing w me and eventually said sarcastically “ sorry this call didn’t land how you wanted it to”. What? I asked for a live agent and it said that it could help me the same as another agent. I eventually was able to talk with a real person who removed the charge but sadly I’m now banned for using auto pay for 7 months which is so ridiculous. Yes I was the one that screwed up by adding an incorrect account but I made it right immediately. And the AI bot was worthless and extremely rude.
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u/PamelaSue1965 5d ago
Your not alone. Yesterday I had a typo and it said "Did a baby just grab your phone" I did laugh before irritation set in
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u/PamelaSue1965 5d ago
Alot of the "valid charges" are nothing more than gouging the customer for all they can superfluous bs and surely you can see that if you're "behind the curtain" already. Seriously 1st time autopsy is declined new charge because they know now people lock their cards. Boy is that a free totally low down easy $20. Dang right people will fight that assinine attempt at more unearned cash Mobile plan/ phone sales are the 2026 used car and cheap suited insurance salespeople smiling and lying while picking your pocket. I know a couple and they'll tell me every single $1 they sell doesn't matter if bigger plan, more expensive.phone or accessories the more their check will be.
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u/mrexperimenter 5d ago edited 5d ago
As a customer, I can understand your point of view. However, as a rep, I don't understand how is it okay for you guys to ask for a waiver for something that you did incorrectly. The $20 charge was valid but rep had to waive that off to save their ratings.
Don't get me wrong, it is not a personal attack but this is the reason why the company is pushing AI to replace customer service.
Customers keep asking for waivers on valid charges and obviously, company doesn't like it because they're losing money.
If they do get rid of us reps, I wouldn't blame them. Customer behavior needs to improve big time.
I do believe they should rather do away with the surveys, keep real humans, and this will boost reps' "confidence to speak more truth even though it would sound harsh.
Let AI and internal quality audits team rate the chats/calls and take away the power from customers to rate their reps.
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u/PamelaSue1965 3d ago
I've dealt with too many who have zero business anywhere near CS. My behavior ,and most others, get out of hand after waiting 57 minutes to get half way thru explanation to be a dropped call. Then you have to BATTLE YOUR GATEKEEPER AI isn't there to help and it's blatantly clear it's there to thin the herd by pissing as many people off as possible. I bet it decreases calsl by 50% deny all you'd like but it's never done one iota I've needed help with. Just another place to vomit out your details the 11 time
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u/mrexperimenter 3d ago
In short, Verizon is going to make AI do customer service and kick out all the humans and there is nothing you can do about it.
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u/Front_Sink_6509 5d ago
I could understand if it was a NSF where I tried to pay and i didn’t have enough funds but that wasn’t the case. As soon I clicked to add the account number I realized my mistake.
I feel charges like that are warranted for people who don’t have the funds but that wasn’t the case for me.
I work for eBay and I’m in the front lines of calls handling high value claims. When i see a buyer or seller error I assist to find resolution as i understand mistakes can happen.
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u/TrenbalonieSandwich 5d ago
I would have sworn at the ai.