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Employee
TonyaD_VZ
Posts: 722
Registered: ‎01-06-2011
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Re: How to file a complaint with Verizon customer service

Verizon support is in receipt of this issue. We will send you a PM to gather additional information.


Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

Contributor
irisavul
Posts: 2
Registered: ‎01-08-2012
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Re: How to file a complaint with Verizon customer service

The form  has been submitted.

Moderator
KaLin
Posts: 2,584
Registered: ‎09-10-2008
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Re: How to file a complaint with Verizon customer service

Contributor
dumbanddumberer
Posts: 5
Registered: ‎02-15-2011

Re: How to file a complaint with Verizon customer service

[ Edited ]

The best way is to make video records of the problems you are having, document the problems.  Record the phone calls with the representatives you talk to.  There is no need to tell them because they have already asked for your permission to record the call, therefore they have given permission by instigation of phone call recording at their end.

 

If they take you round in circles stop them, tell them that if you have to you will have your Attorney resolve this issue in the courtroom to get the issues resolved, tell them that you want to escalate your complaint to a supervisor.

 

When the supervisor comes on, explain that you are tired of being treated like an idiot,  that you are sick of horrendous service,  that you are sick of the rude customer service person you have spoken to and that you want the problem resolved, that you don't want the issue recurring on the regular basis that it is, that you don't want to be blamed for the problem when the problem occurs on multiple devices yet the operator claims that resetting the internet explorer settings cured the problem on multiple devices including smartphone or tablet which have no common internet and other computers that do not share the internet.

 

The supervisor should work at resolving your issue and should get a qualified Technician out to check everything.

 

People have the right to NOT be treated like **bleep**,  to be treated with civility and respect.   Without their customers Verizon would not be a telco, it would not be a service provider of any type.  

 

I know that if I were to cancel my Verizon service I would cancel my verizon wireless service as well.  They don't realize that most people are spending over $230 a month,  just for their verizon that's almost $2800 a year from each customer just for the verizon service and if they use verizon wireless at the bare minimum, with a smartphone connected, they are spending almost $100 a month, another $1200 a year MINIMUM.   When they are receiving a big chunk of many peoples net income they should give decent customer service, no excuse for being rude or arrogant.

 

Contributor
joyhealth
Posts: 1
Registered: ‎01-16-2012
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Re: How to file a complaint with Verizon customer service

I have horrible expeiences with Verizon customer service also.  They missed 2 installation appointments, and when we called and finally got through, the rep said there is NO records of them, none so ever! I feel like talking Dora the fish over and over. So, we are waiting for another appointment for next week, and more than likely, they are NOT gonna show up again. TIme to think about other competitors now.

Silver Contributor II
topdog
Posts: 524
Registered: ‎12-22-2009
Plan: Fios Triple Freedom
Location: Baltimore, Md
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Re: How to file a complaint with Verizon customer service

Write a letter to the CEO and also E mail him.  You can get his name and addresses by googling.  If I post, they will delete that info.  I did it and got a phone call from his office and an instant resolution to my problem.

Contributor
kroohr
Posts: 1
Registered: ‎01-21-2012
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service is horrible

[ Edited ]

We recently changed our fios account from myself to my wife. Was scheduled for the 28th. Verizon decided to turn off premature. made several calls on 1/21. Basically they told me that it would betaken care of and now in the afternoon sorry that department is closed. Now I can enjoy a weekend of no sports or shows for the kids. Verizon stinks!!!!!!!!. Will change to another service if I can. No numbers to call, the automated service is just to keep up away. I am going to take every action I can. Would like to know the highest person to contact or email and will not stop until I drag them all through the mud.

Contributor
V10Years
Posts: 1
Registered: ‎02-22-2012
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Re: How to file a complaint with Verizon customer service

Background: Have been using Verizon for almost 10 years now. Have their phone, wireless, and now Fioz. I understand that customer representatives are nationwide and each department has different functions. 

 

With that being said, my Fioz internet stopped working morning of Tuesday, Feb 21st 2012. Yes, I unplugged the router and plugged it back in. The internet light was yellow.  

 

First call, Tuesday 02/21 Daytime: I called in to see why my internet stop working.The customer representative told me that there may be an outage in the area. Other people have been complaining also. So I said okay, I will wait.  Then the customer representative said, we have a great deal right now to include Fioz TV and and upgrade to 15mbps for Fioz internet for just $12 more per month. I normally don't buy promotions. But it was  a good deal, so i thought okay that sounds good. I made an appointment for this Friday (originally they wanted to do same day). I thought I get a little wiggle room just in case I change my mind. 

 

So in the end, I didn't get my internet fixed. and ended up with an upgrade or new service appointment.

 

I thought about that. Didn't seem right. So I called again in the evening. I need internet after all.

 

Second call, Tuesday 02/21 Evening: I called to see if my internet was still out. The technican that answered told me he just had to restart on his end my modem.? But it worked. I asked if there was an outage in my area and the technican said No. (Why is there such disconnect?) 

 

I continued my call and decided to cancel the upgrade since I don't really need it.  

The customer representative who answered told me he did not have authority to cancel Fioz service but can connect me to a Fioz/Elite specialist who can. But I had to wait for my turn as there were only a few of them and the specialist is on a call. I thought that's fine, so I waited for 30+minutes. 

 

I understood they were busy, so my mood was very pleasant. I was actually very happy thought that they can cancel the service at night (I assuemed 5pm closing time), it was 9:30pm when I started the call, I waited with the customer representative until about 10:15pm PST.  The customer representative stayed on the line and transferrred all my information to the specialist. I thought that was great, didn't have to tell them all my information, explain my story again. The specialist talked to me for two minutes saying that unfortunately their systems are down for the night can't pull up my file to cancel the order. 

 

At this point, I became a little disgruntled that I waited 30+minutes just to hear this. So the customer service representative offered to call me back tomorrow and help me cancel the order then. I thought, Great! this is great service! I gave them my number, we set the appointment form him to call at 6pm PST. 

 

---Wednesday, 2/22  8PM. The customer service representative didn't call me back. 

 

But I remember the specialist saying that they shut down their systems 10PM PST. So I thought okay, I will just call back. No big deal.

 

Third Call: Wed 2/22 8pm- I asked the customer representative to transfer me to someone who cancel my Fioz service.  Because that was what the previous representaitve did yesterday. It is still a weekday, i called even earlier. Shouldn't have a problem right? No! I was wrong. She said the Elite department is closed and gave me their number.  I became very confused at this point.  She explained she had no authority to cancel 'new service'. I understand so I asked her to trasnfer me to the specialist who can. She keeps telling me no they are closed without even asking other representatives. I am very frustrated that there is such disconnect.  HOW CAN I SPEAK TO A SPECIALIST WHO CAN CANCEL FIOZ SERVICE YESTERDAY, TUESDAY EVENING AND BE TOLD THE NEXT DAY THAT THERE DEPARTMENT IS CLOSED WHEN I CALLED EVEN EARLIER? 

 

There is no FAQ for this at all. Or when I tried to complain she just directed me to verizon website with cubersome fill in options that does not fit a complaint.

 

So How do you file a complaint with Verizon customer service?

 

 

 

 

 

 

Moderator
ornahp
Posts: 1,616
Registered: ‎03-10-2011
0 Kudos

Re: How to file a complaint with Verizon customer service

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

 

 


V10Years wrote:

Background: Have been using Verizon for almost 10 years now. Have their phone, wireless, and now Fioz. I understand that customer representatives are nationwide and each department has different functions. 

 

With that being said, my Fioz internet stopped working morning of Tuesday, Feb 21st 2012. Yes, I unplugged the router and plugged it back in. The internet light was yellow.  

 

First call, Tuesday 02/21 Daytime: I called in to see why my internet stop working.The customer representative told me that there may be an outage in the area. Other people have been complaining also. So I said okay, I will wait.  Then the customer representative said, we have a great deal right now to include Fioz TV and and upgrade to 15mbps for Fioz internet for just $12 more per month. I normally don't buy promotions. But it was  a good deal, so i thought okay that sounds good. I made an appointment for this Friday (originally they wanted to do same day). I thought I get a little wiggle room just in case I change my mind. 

 

So in the end, I didn't get my internet fixed. and ended up with an upgrade or new service appointment.

 

I thought about that. Didn't seem right. So I called again in the evening. I need internet after all.

 

Second call, Tuesday 02/21 Evening: I called to see if my internet was still out. The technican that answered told me he just had to restart on his end my modem.? But it worked. I asked if there was an outage in my area and the technican said No. (Why is there such disconnect?) 

 

I continued my call and decided to cancel the upgrade since I don't really need it.  

The customer representative who answered told me he did not have authority to cancel Fioz service but can connect me to a Fioz/Elite specialist who can. But I had to wait for my turn as there were only a few of them and the specialist is on a call. I thought that's fine, so I waited for 30+minutes. 

 

I understood they were busy, so my mood was very pleasant. I was actually very happy thought that they can cancel the service at night (I assuemed 5pm closing time), it was 9:30pm when I started the call, I waited with the customer representative until about 10:15pm PST.  The customer representative stayed on the line and transferrred all my information to the specialist. I thought that was great, didn't have to tell them all my information, explain my story again. The specialist talked to me for two minutes saying that unfortunately their systems are down for the night can't pull up my file to cancel the order. 

 

At this point, I became a little disgruntled that I waited 30+minutes just to hear this. So the customer service representative offered to call me back tomorrow and help me cancel the order then. I thought, Great! this is great service! I gave them my number, we set the appointment form him to call at 6pm PST. 

 

---Wednesday, 2/22  8PM. The customer service representative didn't call me back. 

 

But I remember the specialist saying that they shut down their systems 10PM PST. So I thought okay, I will just call back. No big deal.

 

Third Call: Wed 2/22 8pm- I asked the customer representative to transfer me to someone who cancel my Fioz service.  Because that was what the previous representaitve did yesterday. It is still a weekday, i called even earlier. Shouldn't have a problem right? No! I was wrong. She said the Elite department is closed and gave me their number.  I became very confused at this point.  She explained she had no authority to cancel 'new service'. I understand so I asked her to trasnfer me to the specialist who can. She keeps telling me no they are closed without even asking other representatives. I am very frustrated that there is such disconnect.  HOW CAN I SPEAK TO A SPECIALIST WHO CAN CANCEL FIOZ SERVICE YESTERDAY, TUESDAY EVENING AND BE TOLD THE NEXT DAY THAT THERE DEPARTMENT IS CLOSED WHEN I CALLED EVEN EARLIER? 

 

There is no FAQ for this at all. Or when I tried to complain she just directed me to verizon website with cubersome fill in options that does not fit a complaint.

 

So How do you file a complaint with Verizon customer service?

 

 

 

 

 

 




Employee
Adam_VZ
Posts: 115
Registered: ‎12-30-2010
Plan: FiOS Triple Play
Location: Newport News, VA
0 Kudos

Re: How to file a complaint with Verizon customer service

V10Years,

 

I've sent you a PM so we can get some specific details about your account in order to assist you.

 

Thanks!

 

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