Verizon Screw-Up from Start to finish
rdgtrini
Newbie

Ok Verizon, you have frustrated me to no end and I am absolutely fed up of all that you have put me through. And guess what, you're still putting me through it. So to anyone out there listening, if you really care about your customers and not just about the $200+ bills that you charge them, stop giving me the run around. 

On the 19th of December I went online to transfer my service from one address to another. The order went through fine but I realised after that I wanted to add another set top box so I called into Verizon to have the order changed because for some strange reason it wouldn't let me change it online. Well that was the second biggest mistake I made during this move. The first, apparently was choosing to stay with Verizon. As the representative was assisting me, she quoted me a price that was different to the online price so I told her to just cancel the order and I'll redo it myself online. She decided that it was better to convince me to keep the current order, blah, blah, blah. First mistake Verzon, do what the customer asks. Instead of trying to convince me to buy an apple after I ask for an orange, just give me my orange. 

So after being on the phone with this person fro over an hour, guess what, she put me on hold and then...the line went dead, like...she hung up. Minutes later, I get a call from from an "account specialist" whose specialty it seems was to make my life more miserable. So this individual called me full of themselve thinking that they were helping me. However, instead of doing things the right way, which was to cancel the old order under the same account, and just let me proceed with transferring my service, he/she proceeded to ignore the fact that I ALREADY had an account with verizon and proceeded to do an entirely new order under and enitrely new account. So what's wrong with this picture? First of all, the order he/she took was quoted at a higher price than the one I placed online. Second of all, this person failed to set a disconnection date for the old address so December 28th, my new installation date, comes, and I have two verizon services, up and running and billing under my name. 

Fast forward a week. December 28th, Verizon service is installed at my new address. I go online, per Verizon's instructions, to register for the account, and I can't. So I call Verizon. The inconsiderate person on the other end tells me in my own words that it's not his problem, I have to contact the e-center or whatever it's called, but they're closed right now. Click. Ok Verizon. I don't buy that. So I search around the website again and try to register. That's when I realise that my old account was never disconnected. Now I have to call Verizon again. I explain the situation to the representative and one of the first things I say is that his is supposed to be a transfer of service so make sure you make the adjustments to waive the early termination fee. He says, "OK". Disconnection completed, hang up the phone, check my confirmation eamil. What do I see, early termination fee, $100. Really verizon? Really? I know I was speaking plain english. Listening evidently isn't the strong suit of the masses, at least not the masses at Verizon. Then a few minutes later, I see another email come in. Well if I thought it couldn't get any worse, it did. My projected bill had jumped from $224 tha† I was originally quoted to $295. By some strange chain of events, calling to disconnect my old account removed a $50 discount that I had AND gave me an early termination fee. 

So of course, I call Verizon again. I must be a gluton for punishment. It's a blur right now who I got on the phone at first and what they said. Either way, I was transfered to Eric, I think his name was who was, thankfully, very helpful and understanding. However, he made promises he couldn't keep. After speaking with him, he assured me that it was all going to be fixed by today, that I would get an email confirming everything, TODAY, and I would have nothing to worry about after that. Sorry Eric, but Verizon made you a liar. 

So now at 10:51 pm more than a week into this saga, I'm just coming off the phone with Verizon because I can't get online and they couldn't find my account in the system. I'm **bleep** because in the past hour and a half I've been run around Robin Hood's barn only to come back and find out that the account doesn't show up because of a technicality. Now I'm told, yeah, in another 2 days or so, it should work itself out. Thank you Anthony, you were helpful. 

Verizon, your customer service sucks. I have a headache. You made this move the most difficult one of my life. And what do I get in return. A really bad taste in my mouth and a high Fios bill. 

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Re: Verizon Screw-Up from Start to finish
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.

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