Business ProfileforVerizon Benefits Center

Verizon benefits center does not provide timely and efficient responses when submitting an application for benefit payment for rollover. I followed all directions to submit pension request for rollover to be received in **********, ** by overnite services before 11/10. It was received on 11/8. In a 3 week period I was connected back & forth between pension ***** and ****-Qualified Domestic Relations Order Unit and Review team of Analysts and back to same **** several times. There were days I was on the phone over 2-3 hours only to be told another **** had my pension request. I had to request a manager/supervisor 3 times and was told they don't have anyone to escalate my call to for additional assistance. However, the **** analyst said she'd escalate my case for review of rights to be released. However, the analyst didn't release for another week holding up the process even longer to release payment. **** unit received divorce decree on 11/13 but my rights to pension weren't finally accepted until 11/22. I'd provided my divorce decree 20yrs ago. I wasn't informed until 11/17 **** could take 30 days to release my rights to pension which caused a delay in receipt of payment. Retirement case admin just advised I wouldn't receive payment until 1/1/24 not 12/1/23 as told throughout process. I advised reps the urgency of payment, I was in a bad car accident resulting in disability and financial distress requiring the need of pension asap. All should be aware of potential delays and be provided accurate info. Additional training on how to properly deliver info, escalation processes added, warm connections vs, cold connecting, VZ **** for escalations of customer's concerns should be implemented. Leaving reps to figure things out for themselves without accurate info. They were scripted when empathizing saying they understood my frustration but didn't. Investment in problem solving would benefit this ********************* in providing successful one call resolutions.