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I have Verizon DSL internet, landline, and wireless service. We received one bill for all services and the bill was in my wife's name. She passed away about three months ago and I contacted Verizon to change the name on the account to mine. I was told that it would cost $12 to have the name changed and a credit check completed. I agreed to this. I was also told that a single billing option for all services no longer existed and I would begin to get separate bills for the three different services (internet, landline, wireless). I paid all bills that came addressed to either my wife or me and payments for all services were current.
On December 4 our internet stopped working. We called Verizon that evening and were told that the internet account had been deactivated. Apparently, this was triggered by my requesting the name change on the account. We were told to contact the billing department. We contacted billing the next day, December 5, and a woman named Delissa told us that our internet service couldn't be restored until December 9. We were upset that it would take 4 days to restore, but we didn't have much choice. On December 9 we called Verizon in the morning to check the status of our internet reactivation. A woman named Erica, who I believe was in billing, said she would expedite the resumption of our service. She called the afternoon of December 9 to see if our internet was working and we told her it wasn't. She said she'd get back to me in a couple hours. Five hours later, having not heard back from Erica, I contacted Verizon again and spoke with a woman named Prinanka in tech support. She connected me with James {edited for privacy} who said our service wouldn't be restored until December 11. I was upset that it was going to take another two days to get our service restored and I asked James if he would send me an email confirming that service would be restored on December 11. He told me he would, but I never received anything from him.
Today, December 10, I called Verizon in the AM to check on the status of my problem. I spoke to a woman named Lisa {edited for privacy} in sales, customer service, and billing (As an aside, whenever I'd speak with someone at Verizon, I would ask them their full name and/or employee ID. Lisa {edited for privacy} gave me her full name and said she didn't have an employee ID number. Some reps would only give me their first names and told me they couldn't give me anything more, and some would give me their first name and employee ID.). Ms. {edited for privacy} said that her reading of the situation was that our service should be on, so she transferred me to tech support. Before she transferred me, she volunteered that she would send me an email with information on the status of my problem resolution and who to contact if there were a problem. I never received an email from Ms. {edited for privacy}. She transferred me to Sandeep (he wouldn't give me a last name or employee ID number) in tech support. Sandeep said he couldn't help me because my internet service was not activated. He said I needed to speak to billing and he transferred me to Robert (wouldn't give me his last name or employee ID#) who happened to be in financial services. Robert told me I would have to contact sales and order internet service. I was really upset at this point and asked to speak to his supervisor. Our phone call was disconnected before I could speak with his supervisor. Sandeep from tech support, who had been listening to my call with Robert, called me back and said he would try to get someone else in billing. He connected me to a woman named Pam who said she would contact the dispatch center and assured me that our service would be turned back on by 6 pm today, December 10.
By 7 PM, internet service was still not working and I contacted Verizon yet again. I spoke to a Mr. Smith in billing who told me that even though Pam had requested that service be turned on today, that request was rejected, and service would be turned on tomorrow, December 11. He told me that it would be on by 5 PM tomorrow.
It's now been a week since we've had internet service. It was shut off by Verizon, despite the fact that all payments for the service had been made on time and the account was current. I have spent hours on the phone with Verizon reps trying to get our service restored and I have no confidence that it will be restored tomorrow. I am as frustrated as I can be.
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Hi DAVEBE,
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 at the top of the middle column 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.
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Hello DAVEBE,
We're sorry for the trouble and frustration you had with you service. Also that we couldn't credit you any more. Please let us know if you ever need help with anything else in a new public post.
Thank you,
-Jeramy