Verizon's customer service is reportedly inconsistent.

One Reddit user, Big_Midnight_1858, reported that a promised 20% loyalty discount on their account from August 6 was never applied. The user said they made many calls and online chats, but the issue was not resolved. They stated that they were told they would be contacted back after being sent to escalations, but they never received a call. The user also stated that the company contacted them twice on Reddit, but then stopped responding. They questioned why the company would offer a discount and then refuse to honor it, and expressed frustration with paying their bill on time via autopay and not receiving the discount. They said they were promised a callback the previous day at 2:30 PM, but it never happened, and stated that they no longer want to be a customer.

However, another commenter, Emjayel, said they had the same problem, but it was fixed through a Reddit chat with Verizon support. They stated that the discount had to be manually applied to one line, but they resolved the issue for him and apologized that the original poster did not have the same experience.

Other users pointed out that customer service can be inconsistent. One user, keepgoing66, said that getting help from Verizon depends on the representative who answers the phone. They stated that sometimes you might get someone who knows what they're doing, but other times you might get someone who is unhelpful.

Other customers have complained about billing issues. One user, ShaniquaJordane, said they were charged for an internet box after being told they wouldn't be. They said that after calling 27 times, they were switched to a personal account without approval. They stated that they filed a complaint with the Better Business Bureau after two months of unresolved issues and not receiving a promised call back from Verizon Business.

Customers have reported leaving after decades of loyalty because Verizon could not resolve simple issues.

Verizon is not the only company facing customer service issues. T-Mobile and AT&T also have frustrated customers.

T-Mobile reportedly charged a 20-year customer for a canceled service and took months to fix the issue. AT&T has also had billing and support issues over the years. Across the big three carriers, customers report long waits, repeated transfers, and empty promises.

Smaller MVNO carriers that use Verizon, AT&T, or T-Mobile's networks are sometimes seen as a better option. Customers have praised the smaller providers for being easier to reach and offering more personal support, likely because they have fewer customers.

Users online suggest trying every channel to resolve customer service issues: phone, chat, app, social media, and even Reddit. They suggest that it is sometimes about getting lucky and finding a representative who knows what they are doing.