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Verizon Fios billing question

Posts: 2
Registered: ‎03-15-2017

Verizon Fios billing question

Message 1 of 3

I have been a Verizon customer for over 15 years.  I currently have six cell phone plans (spouse, children, grandchildren) and used to have Verizon Fios.  I switched my cable company a few years ago because of the cost.  Verizon kept sending me letters to switch back.   I finally switched back eight months ago.  My financial situation had changed in the past few weeks so I called Verizon to lower my cable bill.  They advised me to remove my DVR record if I was not using it.  I agreed.  They stated they would send me a  box to return my one cable box.  I received the UPS box two days later and sent out the box the same day.  I went on a business trip the next day.  My son called me while I was away to state the cable was not working.  I was in SHOCK because I have NEVER been late AND I have automatical withdrawl for my payments.  Once I returned home, I reviewd the error message and it stated I no longer had my cable box so now all FIVE televisions in my home would not work.  I called and spoke to a really NICE REPRESENTATIVE, who looked up my notes, saw that the box was returned, it was Verzions error because they should have NEVER ASKED me to return the box because it was the main VMS box.  She apologized numerous times.  She advised me new equipment would be sent out and i would NOT be charged AND I would get a credit for all of the days I missed of cable (once the new equipment was received AND working).  I recieved the equipment and it had NO HDMI cord. 

Posts: 2
Registered: ‎03-15-2017

Verizon Fios instillation cord question

Message 2 of 3

I was on the phone with a representative for OVER 30 MINUTES and got nothing resolved.  She repeated they same thing OVER AND OVER.  She said she would CHAGE me to SEND ME a HDMI cord that was NEVER recieved.  I asked MULTIPLE times to transfer me to a supervisor or anothor representative and she refused.  I FINALLY hit my boiling point and just hung up. I have NEVER been treated like that with this company and am SERIOUSLY thinking about just CANCELLING ALL my accounts!!!!


Moderator Moderator
Posts: 11,406
Registered: ‎03-18-2013

Re: Verizon Fios instillation cord question

Message 3 of 3

Hi MsSewell,

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.

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