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Customer Service contract experience

Customer Service contract experience

Contributor lroyer
Posts: 1
Registered: ‎07-19-2015
Message 1 of 13

I just spent three hours on the phone with Verizon Fios trying to renew my two year contract! Two calls were lost when I was transferred and one transferrred me to a department that was closed! I remember years ago verizon customer service was horrible but for awhile it seemed like they cleaned up their act.  I guess they are back to the old ways.  I just want to renw what ive had for two years! Either that or I'm done with Verizon and want to let them know why.  Guess what!? I cant find a place to log a complaint.  Does anyone know how I can?

Gold Contributor V Gold Contributor V
Gold Contributor V
Posts: 1,423
Registered: ‎12-02-2012
Message 2 of 13

I suggest you try calling back during regular business hours.  You may get a US based rep as opposed to the off shore people who they use during off hours.


Also, if you make the menu selections to cancel all service, you'll be connected to a retention specialist.  They can be more helpful.  Again, call during business hours if you can.


I've not seen any way to "lodge a complaint" with Verizon. If your goal is to point out your complaint to the world, you've pretty much done that.


However, if you want to get a resolution to an issue there are several ways to get help.  Of course, you can call or chat with them.  That will get you the front line reps you've already talked to.  You can contact the retention team, as described above.  Since you've posted your issue here the Verizon moderators might escalate it to the support team.  Know that escalation is entirely at their discretion.  There is also a Verizon Direct forum over at dslreports.com.


Good Luck.


If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,747
Registered: ‎11-04-2008
Message 3 of 13

Try logging in to your account online.

You can see what renewal options are avaialble there.

If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
Copper Contributor Ladyraptor
Copper Contributor
Posts: 5
Registered: ‎07-22-2015
Message 4 of 13

I sent one directly to the FCC today.  Had terrible customer service issues with Fios myself!

Contributor Westchester66
Posts: 4
Registered: ‎07-07-2015
Message 5 of 13

I have had a pretty bad experience myself and have posted about it and will post again. I tried to renew my service and was priomised that my bill would not increase and was shocked to see a $45 increase! I was given a contract option and two reps promised that I would get further discounts. I tried to post on this board and the help I supposedly received dragged on for two weeks with the rep finally refusing to acknowledge the discounts I was promised by the previous reps, not adressing my questions and  then claiming the issue was resolved. The dishonesty, lack of transparency and opaqueness is what really gets me. Even when straight forward questions are asked they often are ignored and met with completely different answers. I would suggest that customers ask for permission to record calls just like verizon does because my experience is that a promise from a customer rep means absolutely nothing to Verizon.

Contributor Cans03
Posts: 8
Registered: ‎07-24-2015
Message 6 of 13

I thought time warner customer service was bad but Verizon has trumped them in 3 weeks of having them. The salesman made promises he didn't keep such as giving me a $50 gift card from target when I signed up and fixing my order that he screwed up. Said he would call me back the next day and never did. Last night after spending hour and half with tech support trying to fix my wireless connection with no results I was transferred to customer service which I quickly asked for a supervisor who had no interest in helping me. He did not believe I spent hour and a half with tech support so I asked him to dial them in. He put me on hold 2x said they are very busy and he would call me back later or today when they were free. No phone call and don't expect I will ever get one from him either. Maybe a letter to the BoD will matter so maybe I will try that but guessing it comes from top down since I was told no one will talk to me but this supervisor. His manager does not talk to customers. Lol. 

Contributor Chatun
Posts: 1
Registered: ‎10-28-2012
Message 7 of 13

Ditto on bad service. My wife (tech challenged) inadvertently pressed the OK button and ordered a new router and premium channels. This happened on Sunday and I waited till Monday to contact a rep. Guess what? The rep would not correct the mistake because it was not possible. However if I renewed my contract for two years the "impossible" correction was made. Now for the rest of the story. In my renewal the rep suggested a 75/75 internet speed. I told her that I did not need 75/75, and to keep it at 25/25. Not possible. OK then give me 50/50. OK but no change in charge. Settled for existingTV channels, new router and 75/75 speed. Guess what? It has been 7 weeks and I have not received the Internet update. Called about delay and got some rep in India who had a typical Indian phone connection, i.e. terrible.To date still short the update, but my billing reflects the update. VERY BAD BAD BAD CUSTOMER SERVICE.I can't switch because TWC is worst than Verizon on custormer service.

Moderator Moderator
Posts: 9,284
Registered: ‎03-18-2013
Message 8 of 13

Hi Chatun,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Contributor Cans03
Posts: 8
Registered: ‎07-24-2015
Message 9 of 13

Just sounds like poor customer service all around. As expected the supervisor that promised to call back yesterday with tech support did not. That's the second promised return call and they are 0-2!

Contributor Westchester66
Posts: 4
Registered: ‎07-07-2015
Message 10 of 13

What gets me about this bad customer service is that there is absolutely no accountability. Service reps can flat out lie and break their promises, as has been my experience, and the next rep will claim no evidence or knowledge of the dishonesty. One wonders where does this culture start from because it would appear that reps have an incentive to be dishonest. As for the supposed resolution promised on this board I can tell you my issues have not been resolved despite verizon claiming otherwise.

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