Better Customer Support

[phoneticman1]

My mom has Direct TV and I handle all the billing and inquiries for her on that account.  Their customer service is so much better and easier to work with.  You get to an agent within a few minutes (versus the 20 minutes I usually wait for VZ).  My bill is consistenly incorrect with VZ and have to call (they just added $30/month of services to my account without authorization).  When I asked to speak to a manager, they told me that someone would call me back within 48 hours, which did not happen.  The people for VZ support are nice, it just doesn't seem like their back end systems work very well.  I highly doubt that anyone from VZ even reads these forums.  

[phoneticman1]

Check that, I know VZ does read the forums, but it does not help in getting my issues resloved.  

[lolagoetz]

The forums are intended for peer-to-peer support issues.

Were you able to get your billing issue resolved? If you can be more specific as to what you need, I can get someone to help you.

In the meantime, if it helps, here's the direct link to Residential Support: http://www22.verizon.com/residentialhelp/

Here are links with all means to contact Verizon: http://www22.verizon.com/content/ContactUs/. (The Chat link will load after the page is fully loaded.)

[phoneticman1]

I thought this forum was for ideas to share with VZ?  This was the second month in a row I had to call in for the same issue (services added to my account without my knowledge).  This time I was on the phone for 76 minutes!  That is completely uncalled for.  The rep last month said my issue was fixed, I got the bill for this month, and... shockingly it was NOT fixed.  So to answer your question, your customer service department says she fixed the bill, but I really will not know until next month.  

What really perturbs me is that nobody at VZ seems to care how and why these miscellaneous services were added to my account.  It seems like that should be illegal.  

[phoneticman1]

For any other users that read this that have the same issue, I have a friend that works for the FCC and he told me to file a complaint at the below site.  I know most of us just deal with getting the bill resolved, but adding services to an account without authorization is not legal.  I doubt filling out the form will get anything changed but I went through it.  

http://esupport.fcc.gov/complaints.htm

[lolagoetz]

Yes, the Idea Exchange is for suggestions to Verizon, but the rest of the forums are peer-to-peer support. Your post sounded more like you are trying to get help for your billing. I'm happy to refer you to someone who can take a look at your account, especially the part about adding services.

Since this isn't really an idea, I'm going to have it moved off of here. HOWEVER, you should be contacted soon by someone from Verizon.

[phoneticman1]

Update.  BeckyS_VZ mentioned that someone from VZ would be contacting me soon.  Well here we are 10 days later and NOBODY has contacted me.  I also got a private message stating that someone would be contacting me, but nothing.  Again, disappointed by lack of follow up and customer service in general by VZ.  Ridiculous...

[lolagoetz]

My apologies. I don't personally have access to your account, so we're going to try to pass this along again.

[Makulaf]

Becky, i found this forum trying to find some alternate way to get to a supervisor to resolve an issue. Normal channels only yeild incompetent, disrespectful or worse representatives and promises to have someone cal me which does not happen. I am not sure where else to turn other than canceling my service. I understand your post trying to keep the forums to their intended purpose, but where else are frustrated customers suposed to go? Thx

[lolagoetz]

Makulaf,

I'm sorry to hear that you had trouble getting an issue resolved. We will have someone contact you to find out more information about your situation.

Becky