My fiancé and I have had nothing but issues since we upgraded to Fios Quantum. We record shows and sometimes they don't record or freeze during the play back, when we hit the next button it brings us back to the beginning of the show.....needless to say it is extremely frustrating that we deal with this on a daily basis! We were told back in September that the issue would be fixed by October, well it has yet to be fixed and it is now the end of January. We have replaced the boxes and that didn't seem to help, we replaced the modem and that didn't seem to help....we on almost a daily basis are resetting the boxes ourselves just so we can watch TV without continued issues. We have called several times regarding these issues and are continually informed we need to call back each month in order to receive a credit on our account as our services are still not working; we have followed through each month and have never received such rude customer service until today!!! I called to discuss our bill because since we have been receiving a credit each month on our bill there is an additional $44.00 charged for outstanding balance (we pay the bill each month on time and in full!!). When we spoke with the first agent he reported we never paid our full bill dating back to October, however, later I found this out not to be true. We asked to speak with their supervisor and HAD THE WORST CUSTOMER SERVICE POSSIBLE!!!!!!!!!!! I do not even know how this woman became a supervisor!!! We spoke with Cathy . (she refused to give us her last name). She reported that all of the issues we are experiencing did not matter and we were responsible for the bill including the outstanding balance bringing our bill up to $246.18 even though our service has yet to work properly!!!!!!!!!! We again explained the issues we having been having with the service and she then stated that there was no way to verify our issues, basically calling us liars!! ALL OF OUR ISSUES HAVE BEEN DOCUMENTED MONTHLY!!!! This made me extremely upset that someone in customer service would blame us for the issues that Verizon has admitted to having for months!!!! Cathy R. refused to allow us to speak with a supervisor and continued to state there is nothing anyone could do for you. We asked her multiple times to transfer us which she again refused and eventually she gave us her supervisors name, Jason, but again would not allow us to speak with him. If this is the type of customer service Verizon is delivering to people I would gladly cancel my service!!!! This office in Weldon Springs, MO was TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I called back into Verizon and spoke with a customer service agent out of the New York office, {edited for privacy}who was very helpful and listened to my issues, he transferred me to his supervisor {edited for privacy}who not only resolved my issues but also provided me with his direct line in order to get assistance again the next time. We were also informed by {edited for privacy}that the "Outstanding Balance" was actually two separate credits to our account which were never applied, unlike what Cathy R. told us (that we never paid our full balance).
I wish to file a formal complaint about {edited for privacy}., she was rude and blamed us for all of the issues we have had since upgrading our service. That is not someone you should have in a supervisory position!!!!! If she is a representative of what Verizon wants to promote then when our service contract is up we will be switching!!!!!
Keep calling until you find the right Rep who will solve your issue!!!Some of them are very knowledgeable but sadly most of them are not and have no idea about Fios Service!!!
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 in the middle, right at the top 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. 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.
Start a new topic or ask questions in the open forum.
