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Communication and Service Fail

Communication and Service Fail

Posts: 2
Registered: ‎05-23-2020

Communication and Service Fail

Message 1 of 2

Called and setup a new account about a month ago for service starting 2 June. So excited to be buying a house and finally able to get Verizon......or so I thought.


No one contacted me to setup my appt. checked online account. Look up how to call customer service. it’s apparently because there’s no due date set on my account. After researching on the Fios app through my account and talking to two rude specialist including one whom claims she is the only escalation manager available. I can’t set up an appt until my seller turns off their service. However if I submit proof of residency it shuts off their account, this sounds absurd. Many excuses about COVID. I can’t talk to anyone else. They can’t send me any of the bologna they just told me over the phone in writing and maybe when I move in I can self install but even that can’t be setup in advance.

I’m fine with life being interrupted by COVID but I’m not ok with poor communication and not having the uncertainty explained politely. I let them know their lack of apology and attitude on the call is going to affect if I use Verizon, still no apology and curt reply that they understand!?!? Do you understand I’m someone who was excited to switch to your service and you’re now losing a customer?!?! The escalation manager Laura did and she was ok with me not choosing Verizon, not letting me talk to anyone else, and not helping this customer.


I need Internet to move because I’m teleworking because of pandemic. It’s a common occurrence, why can’t I schedule an appointment or setup an equipment appt for self install? Extremely disappointed and rethinking the switch.


I also just tried to upload proof of residency and it errored. 

Moderator Moderator
Posts: 9,745
Registered: ‎03-18-2013

Re: Communication and Service Fail

Message 2 of 2

Hi LostPotential,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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