Contract renewal nightmare going on 107 days!!! Anyone else had this ineptness?
bogolincpa
Newbie

On 9-30-15 we contacted Verizon’s toll free # to renew our FIOS contract for a quoted price including all taxes and fees of $ 142.33,  we were orally given order # {edited for privacy} and also received a confirmation email, I can send you attachment A.

In October when our bill arrived with an incorrect  amount, we called Verizon and they referenced the same order # we were previously given,  Verizon apologized for the incorrect billing error, advised us to pay the correct amount due of     $ 142.33, and said Verizon would put a credit through for the overcharge. Verizon even sent an email out to us referencing the call, and I can send you attachment B. Additionally my husband was required to “consent” to the “new order” so he was tape recorded “consenting to the new contract”. Verizon promised us a phone call within 24-48 hours after they looked into the situation, and over 76 days have gone by, yet still NO CALL!

In November we once again contacted Verizon by phone when our bill remained inaccurate,  and were told that our original order #{edited for privacy} was being received and processed, and we were given ticket # MACOLMO while Verizon looked into this, as they still did not show our new contract renewal on their end. The Verizon representative we spoke to this month once again promised he would sort out whatever the problem was on Verizon’s end with this contract and call us back within 24-48 hours.  More than 53 days have gone by, and STILL NO CALL from anyone at VERIZON!!! Although we received an email, I can send attachment C showing once again that our “order is being processed”, surely it has not!!!!!

In December we decided to just try to fix this contract renewal problem online ourselves, as right on your webpage where the bill shows up, and where you keep telling us we don’t have a contract, there was an option for contract renewal.  Sounds so simple, doesn’t it? The December online offer showed we could get our contract at an even lower price of $ 135.75 per month, including all fees and services.  So we tried AGAIN to get this ridiculous situation resolved by signing up for our contract renewal right there, on your webpage, I can send you attachment D.

Now we are in a brand new year, January 2016.  Has anyone on the Verizon side done ANYTHING yet?  We have received yet another new bill, the pricing is inaccurate, no return phone calls from your customer service promised months ago AND…. You still think we have not renewed our contract !!!!!!!!!!

What we would really like from Verizon, is for you to pay US for all the time we have wasted on this, or offer us FREE service for a fair period of time, and apologize to us for your lack of ability to provide services properly, failure to place promised phone calls and failure to hire staff competent enough to help your customers renew their contracts.

We are giving Verizon exactly 2 weeks to do the following:

Set up our contract renewal at the $ 135.75/mo including all fees, taxes, etc as shown in attachment D’s renewal.

Remove any of the late fees you are accumulating, and further, credit our account for any excess paid meaning we now want our contract at the $ 135.75 monthly pricing most recently agreed to, so that means we overpaid you when we paid $142.33.

Remove any of the “shortages” you show for supposed “underpayment”.

If 2 weeks comes and goes and you have not resolved this, or maybe even sooner as our patience is totally depleted, we will seek action via the Attorney General, Better Business Bureau,  Department of NYS - Division of Consumer Protection and any other group we can locate that might actually advocate the consumer and fine you for the poor customer service and illegality of your “contracts” and contract renewal procedures.

It is so ironic, that after our phone conversations with Verizon, you continue to send out email survey’s , asking how satisfied we are with your customer service.  If it has not become apparent enough by the disgust of what is laid out in front of you in this letter, be sure that we can safely say in our 55+ years we have never done business with any person or company this inept, you are surely paying your customer service employees far more than justified by their ability, as well as their supervisors and whomever trained them. It may be time to move our phone/tv/internet elsewhere and advise others to do the same.

0 Likes
Re: Contract renewal nightmare going on 107 days!!! Anyone else had this ineptness?
_dot
Specialist - Level 1

you are not alone......just do a search of the forums .....maybe not that exact same ineptness......but still just as unbelievably frustrating.....some users may suggest u get in touch with the retention dept.....i think u get them by following the prompts to cancel service......be careful, i'd hate to hear that it accepted your cancellation request without you getting a chance to be persuaded to stay by  someone in the retention dept who makes it sound like he's doing you some favor by giving you  what you originally agreed to....good luck

0 Likes
Re: Contract renewal nightmare going on 107 days!!! Anyone else had this ineptness?
ElizabethS
Moderator Emeritus

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 here on 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.

0 Likes