Verizon NIGHTMARE

[Sjlan1]

Back on Aug 28-29, verizon decided to cancel our phone service due to an unauthorized request form Comcast to take our phone number and go to comcast - We did not request this nor did we authorize this with either party. Verizon made no attempt to contact us prior to shutting the phone off (around midnight - how do we know - because the wife was on the phone at that time) then approximately 3 hrs later they sent us an e-mail telling us what they were going to do and if this was wrong to contact a given number. We contacted the number as soon the next morning that we realized what had happened. They also stated that we would lose all of our services within 30 days. When we contacted them the first time, we were told a woman had called in complaining about the bill and requested cancellation of our services with Verizon.  No one from our house called and our phone records would prove it. The second representative said there were no notes stating anyone from our account had called but that Comcast called them requesting our number.  Everytime we contacted them which was several times we were lied to concerning the status of the phone number and what they were doing. We knew what would happen - when they cancelled the phone they had immediately re-bundled our services to a double instead of the triple bundle.  When they reconnected the phone service they re-bundled us back to the triple bundle but at a cost of an additional $60+ a month.  Finally one evening when we were talking to a manager at a New Jersey call center - she stated that they would return us to the agreed 3 bundle that is still good for another year before expiration. She had also agree that most likely Comcast may have requested a number change and messed the numbers up - one digit or what ever and they ended up with our number.

Tthey were told that there was a organ transplant reciepient in the house and we needed the land line but it still took them a week to reconnect the phone - We were told the total would be what we had been paying and all was good - well not so fast - we got the next bill and low and behold, they jacked the rate up and when we contacted them immediately, they said there was something in the system to review the activity of the account - been there for sometime but no resolution.

How can a company get to cut service off - 1st without checking with customer to see if that is really what is wanted, then 2nd take their sweet time to correct it - 3rd if they want to correct it ???  We feel they are trying to rip us off due to their mistake not ours. We did not request any changes but they say since there were changes we have to pay ????????  We NEVER agreed to the new amount we are being charged so I don't see how they can just make up pay whatever they choose.  We are still under contract with them for the next seven months but they have breeched the contract that we agreed to.  Customer service has long gone out the door at this business. I know we still have a long battle to get this corrected and the last year of service most likely will be past, but we can not feel justified in paying more than the agreed contract amount until the end of our initial contract

[MrMatthew1]

Hi Sjlan,

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.