Under Project 624, Verizon aims to solve customers’ problems quickly and provide round-the-clock support. Verizon said that while AI was a part of the mix, tricky queries that require human cognition would be handled by human representatives. Verizon doesn’t seem to be sticking to that resolve, with many subscribers complaining they have mostly had to deal with AI, and the experience has been disappointing.
it’s trash and the level one support people gaslight the hell out of you
–StrictSchedule3113, Reddit user, September 2025
Customers aren’t satisfied, though. Apparently, it’s hard to get hold of customer representatives, and AI bots are inept at solving queries. Customers keep getting passed around by different bots, and if they are lucky enough to speak to support staff, they are often clueless about what to do.
It’s awful. 11 different bots tried to help me. I kept being passed around. Issue still not resolved.
–neverenough14, Reddit user, September 2026
Bill keeps getting bigger and bigger, yet we are paying for them to have a robot not a person.
–Dunnomyname1029, Reddit user, September 2025
AT&T, T-Mobile, and Verizon have all been claiming that they are the best network, but the truth is, most customers care more about the overall value than the negligible differences in service quality. What can really make a difference, though, is exceptional customer service, but at the moment, Verizonbarely seems to be keeping it together.
We have asked Verizon to comment and will update the article if we get a response.
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