Incompetence and Lies - Verizon

[nikb1]

It has been approx 1 month and countless msg's and am still waiting for verizon to make an adjustment to my a/c. They have confirmed in WRITING that they will do so and HAVE NOT. Have been in touch with 2 supervisors Jess and Eva who have consistently said this will be done - BUT NOTHING HAS.They dont have the decency to get back to you as well. Very unprofessional by Verizon to treat a loyal customer of 5+ years. Simply upgrading my internet speed to 50Mbs, caused my bill to be out of whack with no remedy in sight. Has anyone been in a situation such as this? (promises, lies, and dealing with downright incompetence?) Rgds, NB

[vigor1]

I have had the exact same experience as you. I have been a FIOS customer since it became available in our area 4 or 5 years ago. This year my bill for FIOS 20/5 went up twice and so I decided to upgrade to Quantum 50/50 since the upgrade offer through My Verizon was a similar monthly charge to my existing service.

I upgraded in early October and I was supposed to get the Generation 3 router for free as part of the upgrade. The router never came and when I called about it, they said I would have to pay for it. They also would not honor the pricing as was shown when I placed the order. I then canceled the upgrade and went back to my old speeds. After a week, I decided to try upgrading again, but this time I took screenshots throughout the order process.

It is now late November and I still have not received the router as promised and they are charging me much more than I should be getting charged. I have spoken to countless representatives through chat as well as phone, and none have taken the matter seriously. I have faxed and emailed screenshots of my order, but I am not getting anywhere with them. Verizon is the worst company I have ever dealt with and I will not be a customer for much longer.

[nikb1]

Hi Vigor1, yup sounds like verizon alright trying to ignore the situation and not deal approriatelly with their customers. What actions as a consumer can one take? When it comes to ordering a product its a 'click of the button', when it comes to refunds, it takes one to move mountains! Someone pls HELP!

[LawrenceC]

Hi vigor1,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

[nikb1]

Lawrence, if you read correctly, it is me (NikB) that is having this issue. Pls get Eva and Jess to get back to me as this is a long standing issue.

[nikb1]

When will someone from Verizon get in touch with me pls?

[vigor1]

Sorry, I didn't mean to hijack your thread. I hope someone from Verizon gets in touch with you. 

[nikb1]

Ofcourse, your welcome to comment. Am still waiting to hear fro them Sad to see how they treat loyal customers this way.

[vigor1]

Verizon is amazing .They aren't willing to send me the router as adverised. Here is my chat session from today. What other options do I have? Contact my credit card company and open up a dispute?