Artemis Takes Aim

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Reference number:
727147343116548424
Chatted on 02/17/2017 at 00:55:35
You
i want to move my daughter's phone line to its own unlimited data account
Verizon
Thank you for contacting the Verizon Wireless Chat Team regarding your account. How can we help you today?
You
i want to move my daughter's phone line to its own unlimited data account. i do not want to make any changes to my phone's plan, which is a grandfathered unlimited data plan. and i want to eliminate the extra line on my account.
Verizon
Hi there! I understand you wanted to move your daughter's line to the unlimited plan and you also wanted to eliminate one line on the account and you also don't want to make changes to your grandfathered unlimited plan. Let me partner with you in this so we can have your concern addressed. May I know to whom do I have the pleasure of chatting with today?
You
My name is Diana
You
My line is ***********. My daughter's line is *************.
Verizon
Thank you Diana! let me just pull up your account so we can better help you with your concern. One moment.
You
Thank you.
Verizon
You're welcome Diana
Verizon
Thank you for waiting Diana, upon careful review of the account in order for the line of your daughter to be changed to the unlimited plan we will need to request this to be processed by the sales/billing team since we will need to process the plan change separately.
You
so are you connecting me with them?
You
there is an error on my bill anyway
Verizon
Currently our sales/billing team is already closed they resume office tomorrow at 8am est. But what I will be doing is to submit the request for you now so come tomorrow you may confirm this request by calling them at 8002564646
You
can you have them email me to process the request? i do not like dealing with verizon unless i have a written record.
Verizon
Yes definitely we can do that.
You
that would be great. my email address for this type of communication only is d*************
Verizon
May I have your permission to submit the request for you now so once they resume office tomorrow they can send you the eamil?
Verizon
No problem Diana, please stay on the ine while I submit your request
Verizon
line
You
thank you
Verizon
You're welcome Diana. please wait
Verizon
Thank you for waiting Diana, I have now submitted the request for your daughter's line to be switched to the unlimited plan without changing your unlimited plan for your line and also to cancel the other line that is on the account. And also request to have the email forwarded to your email address for a written record of the request. And once the billing/sales team resumes office tomorrow they will be sending your the written record via email and have the plan change processed for you.
Verizon
Am I able to address your needs to your satisfaction?<br/>Am I able to provide you the information you need to your satisfaction?<br/>I hope I have addressed all your concerns for today? would there be anything else I can help you with for today?
You
Can you tell me whether the international plan is still on my daughter's account? it was supposed to be on there for a single month. the data charges were supposed to be removed from my account.
Verizon
Let me go ahead and check that for you Diana one moment
You
thank you
Verizon
If I may ask Diana when did this international plan requested to be activated
You
it was supposed to be over the holidays when she traveled to costa rica and nicaragua
Verizon
Upon checking the international plan is no longer included in the plan?
You
i got texts that data was astronomical and called in to customer service. a very nice rep told me that she would email my daughter instructions and clear the crazy charges from my account. she said the international plan would be removed automatically and that the charges would be removed automatically from my bill.
Verizon
I see, then no worries about that Diana that will be taken care of by the billing team for you as well since we don't see it anymore from the features of your duaghter's line we will also request to review if there are charges posted even after the 1 month is over and you are still being charged that will be removed by our billing team manually for us. let me request for validation regarding that as well so come tomorrow it can also be addressed by our billing team for you and provide you documentation for it.
You
thank you. that is very helpful.
Verizon
You're welcome Diana, please be advised that come tomorrow regarding the request of your daughte'rs line to be switched to the unlimited plan will be processed for you.
Verizon
and also the international plan charges will also be addressed come tomorrow once the billing team resumes office
You
and my line and plan will remain as they are on the grandfathered unlimited plan month to month.
You
and the extra line can go, too, right?
Verizon
That is correct Diana.
Verizon
All the request will processed as it was requested and suggested.
You
excellent. i don't think that's ever happened before, and i've been with verizon for years.
Verizon
Am I able to provide you the information you need to your satisfaction?<br/>I hope I have addressed all your concerns for today? would there be anything else I can help you with for today?
You
yes, now let's hope the business office executes it correctly. thank you very much for your help.
Verizon
I will personally monitor this for you Diana so we can assure this request gets done as it was requested.
Verizon
Thank you for being the best part of Verizon, I appreciate your time and your patience in doing business with me to fix your concern. Have a great evening!
You
you too!
You
thank you!
Verizon
You're welcome Diana
Verizon
🙂
You
ooh quick question
You
if i didn't lose you
Verizon
Sure I'm still here Diana
You
i see the promo for a new phone when one starts a new unlimited plan. does my daughter qualify for this?
Verizon
Yes they will qualify for that
Verizon
we will just need the transfer of service team process it so she canhave her own line and have the unlimited plan for herself
Verizon
then she won't be under your account anymore
You
ok. so at what point would she get a new phone?
Verizon
If she wanted to have a new phone she cxan also do that or she can use the same device she has at the moment and just create her own account.
You
i guess i'm asking if she needs to get the new phone at the time the account is established, or can she do it a few days later or something?
Verizon
Oh I see, she won't need to get a new phone she can do that at a later time
Verizon
she can still use her device that she is currently using
You
but there is a deal offering a new phone, which she might want. it's this: https://www.verizonwireless.com/landingpages/deals-landing/all-deals+buy-one-get-one-deals/?EMHID=dac92db6ffce88cb13ae3485af9042c8&cmp=EMC-OM-TID_1015460535
You
will she have to reconnect or anything, or will the service transfer without interruption?
Verizon
The service will transfer without intrerruption. Just as I have mentoioned she may opt to use her old device or she may take advantage of the deal for the new phone whatever she wish to have can be possible for the account she will have and the line number she have can be used as well with her own account.
You
sorry -- i have all these new questions now. lol. she can go online and order the phone after the service is transferred?
You
and still be eligible for the deal?
Verizon
That is correct she can still be eligible to avail of the deal after the service is transferred
Verizon
🙂
You
wow. sorry i needed the clarification. verizon has done an about face in terms of customer service.
You
and what offers do i have on my own line for getting a new phone without changing my plan?
Verizon
It's ok Diana,
Verizon
Currently since you have a grandfathered account you can take advantage of the single unlimited plan once your daughter's line is switched to have her own account and you can both enjoy the unlimited plan and get the deal that you are seeing online
You
ok. but if i don't want to change my plan, there's not deal, right?
Verizon
There will be no deal since we don't have any other offers yet with regards to grandfathered accounts.
You
ok got it. thanks so much. i'm done now for real. 🙂
Verizon
🙂
Verizon
Am I able to address your needs to your satisfaction?<br/>Am I able to provide you the information you need to your satisfaction?<br/>I hope I have addressed all your concerns for today? would there be anything else I can help you with for today?
You
you were great. many thanks. have a good night.
Verizon
Thank you for being the best part of Verizon, I appreciate your time and your patience in doing business with me to fix your concern. Have a great evening!
Verizon
You're welcome Diana
Verizon
Thank you for being the best part of Verizon, I appreciate your time and your patience in doing business with me to fix your concern. Have a great evening!
Verizon
Thank you for chatting with me today and being a valued Verizon customer. You can find answers to additional questions at <a href="https://www.verizonwireless.com/support" target="_new">vzw.com/support</a>. Please click on the "X" or "End Chat" button to end this chat.

Thanks for choosing Verizon Wireless.

dianaascher

Diana L. Ascher, PhD, MBA, is a principal at Stratelligence and a co-founder of the Information Ethics & Equity Institute. Her lifelong interest in knowledge and decision making has focused on the evaluation, classification, organization, communication, and interpretation of information, and motivates her work in the fields of behavioral science, finance, higher education, information studies, journalism, law, leadership, management, medicine, and policy. She brings more than two decades of experience as a writer, editor, media director, and information strategist to her work.

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