On April 12th I woke up to one TV that was not working properly. I called FIOS. They checked and the agent said that the problem was in the wiring, not the box, and they would send out a technician. I asked if, while he was in my house, if he could hook up a cable box that was currently disconnected. She said "sure". Never was it discussed that any of this would be billed. A very nice technicial came and did some rewiring and attached the box. Never was it discussed that any of this would be billed. The technician left around 4:00 pm.
Yesterday I recieved a bill for approximately $150 for these services. I called to discuss it and was told by the first call center person that the charges were accurate and that I had been notified by email. Upon some investigation, we found that the email was sent at 4:22 -- after the technician left. And there was no proof that I opened the email (I never saw it). I should not pay for something that I did not authorize in advance. And I shouldn't pay for Verizon to fix their own wiring or set up their own equipment. I asked for a supervisor. She transfered me.
I spoke with "Alex" in Manila. She spent 20 minutes telling me there was nothing she could do. I asked for her supervisor. She told me she was the "top level" person in the Manila call center and she "did not have a boss" to escalate to. Obviously, that is not true. After more argument she said she would cancel a $49 charge that was going to appear on my next bill, but would not remove the charges on the April bill. And finally, after I told her I was filing a complaint, she changed her mind and said she could indeed escalate the matter to the US office. She finally transfered me to the US office, but no one ever answered.
I am a long time Verizon customer (over 20 years of cell phones and 6 years of FIOS). The first service representative and the technician should have told me about the charges prior to the service. The call center ladies should have made a "customer accomodation" to keep me happy. "Alex" should never say she does not have a supervisor -- that is just ridiculous and annoying.
Spectrum knocks on my door once a week to get me to change. I could have comparable service for half the price. Maybe its time to change????
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