I need to file a complaint about Verizon Fios. On 5/30/13 at the behest of an online agent, I was told that I could disconnect my current service at my present address on 6/20 and have new service established where I'm moving on 6/21. Instead Verizon disconnected all of my services on 5/30/13. The online agent said there was a computer glitch and I had to call Verizon directly to remedy the problem.I called the 1-888-553-1555 immediately and spoke to Sarah. She was very understanding and was able to immediately restore partial service which was my cable. After spending 3 hours on the phone with her… She told me that the internet and phone would be restored by 5/31. Since the following day she said she would be off, that she would follow up with me on 6/1. On 5/31 my phone and internet were not restored. On 5/31 approximately at 10AM EST I spoke to Kristen. Kristen informed me that the order was pending and my phone and internet would be restored by 5/31 at 4pm EST. Needless to say, my services were not restored. On 6/1 the first representative Sarah call back to confirm whether my services had been restored. I politely informed her they had not been. She said she could call back. Today is 6/7. I still haven’t heard from her… or KristenOn 6/6 … My cable was disconnect again. I spoke to Nicholas… Nicholas acknowledged the error on Verizon part and told me that someone had cancelled my order. He said he would call me back and he would try to get the credit check and deposit fee waived since I was already a customer and that the error was Verizon’s. Nicholas called me back and told me that Verizon refuses to waive the credit check as well as the deposit. I AM ABSOULTELY LIVID!!!! I called back again on 6/6 and spoke with George. George couldn’t help me either because there is a pending order for my new address.All the Verizon representatives acknowledge that it was in error and their error but no one is willing to fix the problem without me having to go through a credit check as well as providing a down payment of 250.00. I’ve been a customer for over 2 ½ years. However they want me to pay for their error. Verizon doesn’t have a complaint site. The Maryland Public Service Commission doesn’t accept complaints regarding this issue. However, the FCC and Better Business Bureau will accept the complaint but I must first file a formal complaint directly with Verizon. Where do I file a formal complaint? This doesn’t make any sense that I have to go through all of this.

Hi, jade6231976 We were able to restore all the services to the home and confirmed everything was working properly with you. Please feel free to create a new post at any time if you have any other questions or concerns. We're always happy to help! AdamG_V...

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Support Cases".There 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. Please keep all correspondence regarding your issue in the private support portal.

HI Everyone,So they escalated this and waved the shipping fee as if they were doing me a favor. This is what they orginally promised before I brought the issue to their attention. They said they went as high as possible and that is all they can do. Time to switch providers I believe at this point. This is not a positive example of customer service.

whssoccercoach, Your issue has been escalated to a Verizon agent. 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. you will find a link to the private board where you and the agent may exchange information. 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".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. Please keep all correspondence regarding your issue in the private support portal.

HI,I have been a customer for about 5 years and have had issue after issue. In the last 2 weeks I had to have 2 DVRs sent to get one working. A few days later the box in the bedroom started having issues. After talking with live chat the agent said I will send you a new box and give you an HD upgrade and no charge. To my dismay a new standard box arrived. At this point I went back to live chat and after 40 mins finally got a supervisor online who researched it and said he would call me. Trishal the supervisor did call me and said that their agent made a mistake and that he needed to call billing to see what they could do. He explained the issue to billing and she said she could handle it from there. After he left the line the billing agent said I will get you your new box sent but it is more per month and a 19.99 shipping charge. This is now 2 hours of my time and I said this needs to be waved based on the message from the Trishal. She agreed but needed to get her supervisor to wave the fees. I get transferred and he says he also agrees but needs to get me to a rentention specialist to wave the fees because he also could not do it. During the transfer I got disconnected and to my dismay Verizon didnot call back even though they disconnected me. After 2 hours I decided not to call back. I need to get to a supervisor that can solve the issue, How can this happen?

SimonValrico, We have waited for you and requested information from you in your private support thread. Due to no response, we have closed your case. Feel free to make a new post anytime you need our help. - Jose_VZ

Hello SimonValrico 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. Please keep all correspondence regarding your issue in the private support portal.

Somebody please help! I have had the same problem since August of this year and the Verizon technician have spent at least 20 hours at my home and I am still having the same problem. It all starts with the set top boxes (six of them) losing their menu functions followed by a lose of VOD services. This is usually followed by our wireless devices losing access to the Verizon router. If someone would check my service file they would see this is a continuing problem. Every time I call I am usually greeted with unhelpful phone support a majority of the time. This is soo frustrating. We pay over $200.00 a month for service we are not getting. If Verizon can not fix my problem just say so and I will discontinue my service and take my business elsewhere. This is unacceptable that a company would treat a customer with such poor tech support on the phone and great quality of service when the technicians show up to my house. Technicians have replaced the router 3 times, changed the splitter, switched set top boxes, removed the amplifier, etc. I am still back to square one. I have reset the router, checked connections, reset the set top boxes, followed online instructions, all before trying to call and get a service technician to come out. The last one was out to the house on Monday and here we are again.

Verizon May miss the mark day after day and when we expect them to have our technology together so we can push our buttons and be instantly informed on everything, (as Louie CK points out to us), perhaps we are expecting too much not to have errors or mishaps and we should get on with things, think about something else, shut down, go for a walk, shut UP., and have a beautiful day.

Re: Need to File a Complaint

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Hello whssoccercoach,

We were able to get your case resolved. Thank you for bringing this issue to our attention so we could fix it. Please let us know if you have any comments questions or concerns.

Thanks,

Rachel_VZ

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