How can I submit an official complaint regarding issues that I have with customer service representatives?
Summary of my complaint
HORRIBLE customer service experince. I have spoken to 5-6 Verizon FIOS representatives over the phone in the past month and a half and I have had issues with all of them. I was hung up on one occasion (for which I filed a complaint over the phone to a manager) and misled/lied to another when I signed up for a new plan/contract. I was informed that my monthly rates would remain the same for my 2 year contract period, but later I found out that it would go up significantly the second year of my plan. I made sure and asked the customer service 3 times if my rates would go up and the representative confirmed it would not. I called Verizon about a month after my registration and spoke with a representative and a manager (Tina) who pretty much told me that they were sorry about the misleading information and that I was out of luck (as there is nothing else that could be done). The manager, Tina provided me with inaccurate information regarding my account during the call. I don't understand how phone representatives can lie or provide inaccurate information. This is UNACCEPTABLE and HORRIBLE customer service. Even though I've been a FIOS and Wireless customer for many years, I wanted to even go as far as to cancel my plan because I was so frustrated, but I was not able to as a month had passed and I would be responsible for the early termination fee. I asked Tina if there was managers or supervisors above her whom I could speak with regarding my issue and she said no and that she was the highest person that I could speak with. I was dumbfounded that she (as un-helpful as she was) was somehow the highest person that I could speak with. I hope that somebody calls or follows up with me.
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