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Awful is an understatement when it comes to Verizon and their customer service

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danac1
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎08-24-2011

Awful is an understatement when it comes to Verizon and their customer service

Message 1 of 4
(1,198 Views)

On or about February 1, 2010, I ordered new service from Verizon, just a residential very basic landline as a back up to my cell phone. I was advised that the only time available for someone to come out to my home to set-up this service was on February 14, 2011 between 8:00 am and 5:00pm. Two weeks to setup service, I should have known then I was in for trouble. I took a day off of work and sat home all day only for no one to show and no courtesy call to advise that no one would be coming. Later on that evening I decide to plug my phone in to the jack and give it a test and viola I had service. As expected I became annoyed as ever to find out that no one needed to come out and that the service was activated from within. Wish I would have known before I wasted my day waiting. About two weeks later I decided that I didn’t need the phone service and I was going to cancel. In my attempt to do so the customer service rep offered me a discount of $10.00 a month to remain a customer. Although I absolutely did not need the service I decided to keep it, after all this would make the monthly cost $8.00, why not. Within two weeks of this new change I decided to call Verizon again to get an estimate or the current rate plan for Internet service (which I had at the time through Comcast). The rate plan at the time was a little less then what I was paying for Comcast plus offered an additional $10.00 off a month to switch to their Internet service. Great, phone and Internet for $30. bucks a month plus tax, cant beat it! Should have questioned why they were so desperate for customers. I now know why.......... I received my router a few days later and attempted to install the "very easy to do" (which it very well would have been) Internet. However, after failure after failure after failure I call customer service for help. After spending about 40 minutes on the phone I was advised that my phone service was not properly installed hence the reason for me not getting an internet connection. Surprise Surprise. I end up being transferred to multiple different customer service reps because nobody knows what they are doing to a person in the phone center. I was informed that because of the confusion with the phone connection and the fact that no body ever appeared to set it up correctly I would be reimbursed for the phone installation fee of $40.00 and they would now schedule me someone to come out on a Saturday from 12:00-6:00 to properly setup the phone and internet. Saturday comes and 6:00pm comes and past and surprise again a no show from the tech scheduled to come. I call customer service at 7:30pm on a Saturday evening and was told they could send someone right over. Really 8:00pm on a Saturday night, no thanks. Reschedule again to the following Saturday same time frame. And guess what, NO SHOW again! I called customer service and cancelled the phone and Internet. Shortly I received an invoice for $74.00, are you kidding me. A few days after I received another invoice for $0.00. I assumed this must be right and that I was credited for the services that I did not use because I couldn’t! Not to mention. I never had Internet service and my original installation charge of $40.00 was waived therefore if I owed anything to Verizon it should have been $8.00 plus tax for the one month of phone service that I actually did have. I never received any other notices after the 0.00 invoice previously received. Upon a recent review of my credit report I now have a negative account reflecting a balance owed to Verizon for 78.00. I contacted Verizon today very willing to just pay the 78.00 put please remove the negative report to the credit bureaus and all is fine. After speaking to someone (she would not disclose her name) and continuously repeating myself I was transferred to someone who had some sense. This girl understood completely and agreed with me 100% however the most she could do was take off $40.00 since that was suppose to be credited in the first place. She then transferred me to someone to make payment and have to negative report removed. This girl (I was only able to get an employee number of 5041) said there were no reflections of the $40.00 credit, the balance was still 78.00 and she could not remove the negative report. At this time I had spent 46 minutes on the phone with rep after rep after rep. I was not hanging up until everything was resolved. She told me she couldn’t help me and that I can’t tie up her line. I demanded to speak to a manager she said no but could take my name and number and someone would return my call within 4 hours. Guess what, no return call!!!  I asked for her first and last name she would not give me that information either. I said I believe that I am the customer and am always right she laughed at me. Needless to say this matter still has yet to be resolved. I am reporting Verizon to the BBB, forwarding the 0.00 invoices I received to the credit bureaus and disputing what is on my credit report and also filing a complaint with my local Attorney General's office. Your staff is unknowledgeable, rude and clearly do not understand the true meaning of customer service. Verizon all around is AWFUL!  For the record my employer currently has an $1800.00 a month business plan with Verizon, needless to say he is cancelling due to my personal experience. Good Day! 

3 REPLIES 3
DougVZ
Admin Emeritus Admin Emeritus
Admin Emeritus
Posts: 399
Registered: ‎06-10-2010

Re: Awful is an understatement when it comes to Verizon and their customer service

Message 2 of 4
(1,152 Views)

We are sorry for the inconvenience.  This requires an agent that can review your account details. 

 

Please visit:  http://www22.verizon.com/content/ContactUs and choose “Live Chat.” If a chat agent is available to assist you, the chat link will become live after the page is fully loaded. 

danac1
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎08-24-2011

Re: Awful is an understatement when it comes to Verizon and their customer service

Message 3 of 4
(1,148 Views)

what makes you think i will waste any time talking to a computer when i cant get through to a person over the phone!!!

RILEY217
Contributor
Contributor
Posts: 3
Registered: ‎08-27-2011

Re: Awful is an understatement when it comes to Verizon and their customer service

Message 4 of 4
(1,122 Views)

too bad the agents are never on the "same page"/  god,  w3hat happened to this company????

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