Major disappointment at Verizon: they have to make a move, and customers already know it.

At a time when technological advances promise to make life easier, thousands of Verizon customers are raising their voices. What seemed to be an improvement in their customer service has ended up causing great disappointment. It's no wonder.

Despite promises of speed and efficiency, many users report that service has noticeably worsened since the implementation of Project 624. Launched at the end of June, it aimed to modernize customer support. It relied on the use of artificial intelligence (AI) to provide immediate help, 24 hours a day.

However, the reality Verizon customers are experiencing is very different from what was promised. Complaints are piling up on forums, social media, and specialized platforms. The reason? What was supposed to be an efficient and modern system has turned into a frustrating experience for many.

Verizon Fails to Satisfy Everyone

The AI used in the new system is based on Google's Gemini technology. Verizon assured that language models would be developed for each type of inquiry, with accuracy above 90%. However, users report that this system doesn't manage to solve their problems clearly.

Instead of a quick solution, what they receive are automatic, repetitive, and often useless responses. One of the aspects that generates the most anger is the difficulty in contacting human staff. Although the company guaranteed that complex inquiries would still be handled by real agents, reality proves that this isn't happening.

Many customers state that they go from one bot to another without getting solutions. When they finally manage to speak with a person, that person doesn't always have the necessary information or the authority to solve the problem.

Other Verizon Issues

To this situation is added the fact that Verizon has been gradually raising prices for several of its services. This has caused many users to feel they're paying more for a clearly worse service. The lack of personalized attention and the deterioration of the overall experience are directly affecting the company's image.

Meanwhile, the competition remains on the lookout. Companies like AT&T and T-Mobile are taking advantage of this discontent to strengthen their position in the market. In an environment where all operators claim to have the best network, users value something more: customer service that's close, efficient, and human.

Verizon insists that Project 624 isn't a reaction to customer loss, but a bet on the future. However, many believe that the present needs urgent solutions. If the company doesn't listen to complaints and doesn't make the necessary adjustments, it could face an even greater exodus of users.