Yesterday, I came home after work and realized my Verizon cable and internet had been turned off...I'm moving to a new residence at the end of the week and requested services to be changed then. I called customer service and was on the line for 3 and a half hours and spoke to 6 or 7 different people before they told me nothing could be done. I just kept being transfered to different departments.
I started out talking to tech support, which had no idea what was going on, they had me reset my router, etc. I told them if it had anything to do with me moving and they realized that was the issue (after 45 mins of trying to fiddle with the internet and cable box). They patched me over to billing. Billing told me they needed to transfer me to a dept that could get my service back on. I was transfered to a lady who told me she could only cancel my service and transfered me to another person who could help me. I spoke the customer service rep and he told me he couldnt find my address and that I needed to call the next day to speak with billing because my account needed to be "reactivated" before he could give me service. He said it was to late in the day, they were closed, and I would have to call tomorrow.
I called back to try and file a complaint, and what do you know, I was speaking with someone in the billing department, as there is no place in the phone menu to file a complaint. She said that I needed to go online to file it, but there is nothing there. Anyways, I gave her my ticket number and told her I spoke to a rep a few minutes ago who said I needed to get my account reactivated. The ticket number didnt mean anything to her. She told me that she couldnt help me. So I asked to speak to a supervisor, and essentially he told me that since I placed the order online that it was my fault that the service was terminated and there was nothing they could do about it at that time. I understand that Verizon has different avenues to place service but there needs to be accountability in your company for the products and services you offer. If I place an order online you should be able to pull up the specifics of the new contract I signed, including termination dates. Also, my address was apparently completely removed from my file and changed to the new one where I don't live yet. I have been here for over a year.
When I placed my order online I specifically requested that my service be moved on 5/3/13, and to cancel my previous service on that same date. Now I dont have internet and cable at home and I am still paying for it and no one seems to know what to do about it.....I was on the phone, after being at work for over 10 hours, for 3.5 hours to ultimately be told that I was at fault for the temination in my unit and basically had to deal with it.
...and the real kicker is that one of the reasons I moved into my new apt was so I could keep verizon fios internet...
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