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TERRIBLE CUSTOMER SERVICE EXPERIENCE

TERRIBLE CUSTOMER SERVICE EXPERIENCE

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Contributor unhappy11
Contributor
Posts: 2
Registered: ‎11-18-2014
Message 1 of 2
(223 Views)

I have been a verizonfios customer for over 10 years and was treated with rudeness and hung up on 3 occasions by verizon fios CSR reps.

 

I recently came off contract and wanted to see what was available to me.  I was told that nothing could be offered for me to stay unless I paid 10 dollars more a month for 2 years.  I thought this was odd as I was speaking to retentions.  I was told by Mr. Ortiz in a new yor call center that prices have gone up just like everything else and that I was going to have to pay more as a loyal customer.  i told him I could just go to a competitior or cancel and have my spouse reup as a new customer for a better deal, he did not care.  He actually told me the call center was now closed and transferred me to the ecenter where i was on hold for 45 minutes before I gave up.

 

I called again today and got Harry Wellen in retentons he offered me a deal I wanted but said he could not process because of the system being down but to trust him that it would go through in 2 billing cycles.  That is frankly too long for me to wait.  I want the new offer to be processed immediately just like you would a new customer, bear in mind I have been a loyal customer for over 10+years.  Now I have to hope and wait if this happens and I KNOW THAT I WILL HAVE TO CALL AND ARGUE OVER THIS.  I have spent 6 hours on the phone with verizon fios the last 2 days.  Do I need to do that again in January?  Please contact me immediatley so that the offer that was made to me can be processed now.  All I have received is an email with an illusory promise.  I will cancel my relationship verizonfios tomorrow if I do not receieve a phone call addressing my needs.

1 REPLY 1
Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009
Message 2 of 2
(201 Views)

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.

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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