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Horrible Customer Service (Billing)

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Contributor
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Posts: 1
Registered: ‎11-14-2017

Horrible Customer Service (Billing)

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I am writing this message in the forum because it is the last option in a string of options that have all been exhausted at this point. 

I just moved into a new building and was giddy about getting Fios. A month later, I am convinced Time Warner (who has awful customer service) is a better option because of the way we have been treated.

 

We were quoted $103.94 for our package with free installation. I clarified this multiple times with the building rep as we were considering other providers. She assured me installation was free and our monthly fees would be $103 and change. Our first bill came and it was for $188. $118 for monthly service and $70 for installation. I contacted her and she referred me to 1-800-Verizon. I tried that line multiple times and was quoted half hour wait times. Then I finally get through to someone and they apologize but say they can't do anything about the charge. Horrible customer service, horrible experience, in disbelief that a company could be so terrible to a brand new customer. 

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Posts: 1,860
Registered: ‎07-06-2016

Re: Horrible Customer Service (Billing)

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Hi Mrothstein,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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