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How to file a complaint with Verizon customer service

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Bannvzn
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Posts: 2
Registered: ‎05-10-2012

Re: How to file a complaint with Verizon customer service

Message 51 of 272
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I didn't order any new services. All I want is my name to show on caller id when I make out going calls. I call vzn customer service, was on hold for 15 mins to get a person than I got transferred to billing department because she can't tell me who ordered the new service. On hold for another 16 mins. Got this rude lady on the phone blaming the Internet for the order. She can't tell me why or how that happened. It seems like Verizon customer service department is very rude and unknowledgable( don't know anything besides scamming for your money) give u the run around. When ask for a supervisor, they don't have one or promise u someone will call you but it's a lie. I will definitely cancel the triple play. And don't want anything to do with Verizon. I am done with Verizon. Too many horrible experiences with Verizon.
topdog
Silver Contributor IV
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Posts: 588
Registered: ‎12-22-2009

Re: How to file a complaint with Verizon customer service

Message 52 of 272
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Caller I.D. can be repaired by you using the menu on your remote.  Go to menu-settings- caller ID- trouble shoot.  This works for me!!!!!

If you think Comcast is any better, go to their customer forums and read the complaints there!!!  I find that if I am patient and have a pleasant attitude, I get help.  These forums are a great place for help from some very knowledgeable people.  I have been helped many times.  In fact, it is my first avenue for help when I have a problem. I  LOVE THOSE FORUM MEMBERS AND VERIZON EMPLOYEES ON THE FORUMS!!!Smiley Very Happy

Smith6612
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,603
Registered: ‎12-15-2010

Re: How to file a complaint with Verizon customer service

Message 53 of 272
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FYI: That "Thank you for contacting FiOS Support" e-mail that is sent out is a generic message that is sent to out to anyone who contacts support and they have an e-mail on file. Now if it says "Welcome to FiOS" I would keep an eye on what's to come next if you happen to have Copper-based services. Yet again, if you are known to have chronic issues (eg; you call more than three times a month for a problem) you get kicked to FiOS anyways.

jriv99
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Posts: 1
Registered: ‎06-25-2012

Re: How to file a complaint with Verizon customer service

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I would like to share my unfortunate story when dealing with Verizon.  Now I just want to state before getting in to it, that my wife and I were very happy with Verizon FIOS and its services (even with the recent price increases to our account).

 

On Saturday morning we experienced a thunderstorm in our town, which caused an outage of our Verizon services (all 3 three).  Apparently there is an issue with our ONT.  But I'm getting ahead of myself.  I called tech support (after 25 minutes of waiting) the person attempted to reset the ONT remotely, unsuccessfully.  He then proceeded to state that someone was dispatched to repair an issue nearby.  Once that was resolved that services would be restored.  Given the severity of the storm I was not upset and accepted what I was told.  The next day (Sunday) I decided to call again, since services were not restored.  Again after a lengthy hold time I worked with a very helpful person (his name was Maurice) and we proceeded to manually reset the ONT.  Unfortunately this did not work.  So he proceeded to set me up with an appointment to have a tech come out and work on resolving the problem.  When he pulled up available dates, being shocked himself, he discovered the earliest date would be this upcoming Wednesday.  Which btw is an all day appointment, ranging from 8am - 9pm.  Maurice kindly stated that I should schedule the appointment, but then when I talked to the dispatch person they may be able to expedite my case since all three of our services were unavailable.  The dispatch person came on the line and proceeded to tell me that unfortunately they were so backlogged with requests, that there was nothing he could do.  Again, what choice did I have?  I went ahead and scheduled the appointment.

 

After discussing things with my wife we decided to entertain the thought of moving over to Cablevision.  We listened to their offer and were able to get it an appointment for Tuesday (have to wait until our phone number is ported over; they say it could take days but that's not necessarily the case).

 

I then called Verizon to cancel our services.  I wish I could remember the persons name, unfortunately it escapes me, who processed our cancellation.  Aside from his question "so you're cancelling services because natural causes caused your outage?" (in an incredulous tone).  He went completely cold, never once apologetic in any way.  Processed our cancellation, suggested I should have an electrician check the ground to our home and never once asked if there was anything that could be done to keep us as customers.

 

I understand that the outage was caused by events outside of the control of Verizon.  But their response can not be unilaterally, "we're sorry but we're backlogged and there's nothing we can do".

 

 

ricof78
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Posts: 3
Registered: ‎06-25-2012

Re: How to file a complaint with Verizon customer service

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I actually cant believe the service that Verizon has been providing. I spent an hour trying to see how much fios internet  is. (I do have dsl service now but the account is in a family members name and i didn't have access to it) I couldn't look online because my internet was down. When finally reached someone in the department I asked how much fios is and she asked for a phone (which was fine thinking that she wanted it just in case we lost connection) but then she asked if it was the number that my account was under and i explained no but it doesn't matter I was just looking to see how much it was as a new customer. She insisted that i had to give her an account phone number then as i tried to explain to her i didn't have one I just wanted to know as a new customer she wouldn't let me talk she kept talking over me and stopping from asking a question. I asked to speak to someone else or a supervisor and she wouldn't So i asked again and she kept insisting that she couldn't give me any information regarding pricing if I didn't give her an account number, she wouldn't even let me ask any questions she kept stopping me. I will admit i was getting upset at this point but anyone would have the right to get upset at this point, I wasn't doing a trash talking i was just upset of how rude she was not only should someone not be that rude to someone in general but to be like that at a place of business where your job is to deal with people is unacceptable and is completely unacceptable for a company to have an employee act in such a manner. I am disgusted with the way i was treated and at the point I was ready to have the current service canceled. After all that I asked to please speak to someone else or a supervisor and she hung up on me. So i decided that was it I'm going to change providers but i did call back because i still wanted to know at that point how much it was, after spending 25 minutes on hold, I asked the same question and she was so polite and helpful she did everything possible to help me and didn't force anything on me. At this point i was beginning to have a change of heart and i decided to go ahead an order it but I had to put a deposit down so I decided to just upgrade the service I already had but i would have to wait to get the family member to call. Once I got off the phone I was still upset at what had happened prior and I'm glad now that I didn't go threw with it, I don't want to stay with a company that allows employees to treat customers this way. In all honesty i could sit here a say well it was just a bad apple i came across but this isn't the first time this has happened to me and I'm not the only one it's happened to, friends and family have had the same problems and as I read people reviews online I see that it really comes down to that it is the company neglect that's letting this treatment continue. This all just happend so I can't wait to cancel the service i currently have and go with another provider.

Joanne1110
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Posts: 1
Registered: ‎06-27-2012

Re: How to file a complaint with Verizon customer service

Message 56 of 272
(3,925 Views)

I had FIOS TV installed on May 21.  I previously had DISH network.  I still had DISH connected and was watching it the morning of the installation.  The Verizon tech disconnected the DISH set top DVR receiver and put it in a corner of the room.  Nobody touched it and that's where it stood until I received the box from DISH that I was to return the set top DVR box.  When I was putting the receiver in the box, I noticed that the SmartCard had been removed from the receiver.  Nobody has been in my home but my husband, my daughter, myself and the Verizon technician,  I believe the Technician removed the DISH SmartCard and took it for his own personal use.  There is no other explanation.  The SmartCard is inserted into a slot that has a door covering it.  You have to open the door and pull out the card.  It could not have fallen out. 

 

I am now worried that DISH Network will send me a bill for a new SmartCard.  I know the Verizon technician took it, but I can't prove it.  If I ever need service from Verizon, I will never be able to trust any other technician they might send. 

tonimartin8567
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Contributor
Posts: 1
Registered: ‎06-27-2012

Verizon hates its customers

Message 57 of 272
(3,925 Views)

Verizon makes its customers miserable they are rude and kdka should have a power point on how they treat customers it is awful they take your money you have no choice but take the abuse at this rate they should be out of business and if anyone ever stops letting them abuse their customers they will understand VERIZON they are NOT the only provider for internet and cable and phone they are horrible and no one cares im shocked they are still in business!!!!!!!!!!!!!

Smith6612
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,603
Registered: ‎12-15-2010

Re: How to file a complaint with Verizon customer service

Message 58 of 272
(3,913 Views)

DISH will most likely not bill you for the Smart card. They send out new ones periodically and often ask you to destroy the old one. If the card was taken to steal DBS service it would have to be paired with the receiver it was set up with. Also, it would most likely stop working after some time as Dish does their routine encryption changes. Either way though, hard to prove anything.

sherryschus
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Posts: 3
Registered: ‎07-20-2012

Re: How to file a complaint with Verizon customer service

Message 59 of 272
(3,749 Views)

Re phone service -  2 lines one house - one fax, one phone - several weeks ago I have static on phone then it goes dead -

call in complaint - wait almost a week - they come out, fix phone but now fax dead

call in complaint - wait several days - they come out, fix fax now phone dead

 

tech said he would come back to house - does not

 

call - get told too late to fix it today...how about Tuesday - today is Friday - Verizon cell phone does not work in house, this line is used as my primary business phone and I am out of commission until Tuesday

 

funny - bills paid on time every month but when I need help in order to work so I can pay for phone - Verizon has no urgency

 

perhaps if the technician had come back to check on the status as he said he would- this would have been discovered before ...

as the guy on phone said...its too late in the day to have him come back...funny - it wasnt even 4 pm.....

 

seems to me that if a person is without communication devices due to Verizons error - then perhaps overtime in order to fix it is the proper response..

 

My next goal is to find a way to leave Verizon residential and cell

 

sherryschus
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Contributor
Posts: 3
Registered: ‎07-20-2012

Re: How to file a complaint with Verizon customer service

Message 60 of 272
(3,748 Views)

and now on hold over 15 minutes to explain that the solution is not a solution - asked to speak with a supervisor - suppose 4 pm is too late for that to happen as well.

 

 

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