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How to file a complaint?

It seems Verizon makes it difficult for you to get a hold of a Supervisor or someone to escalate your issue. I started service November 2013 in NJ, I moved in April to MD so I called to transfer. The agent told me I would have the exact same rate, did not mention anything about activation fees, and said it would be a seamless transfer. I had called when I was still in NJ to cancel TV/Phone and just do internet, but the rep offered to lower my monthly rate to $106 after tax and fees. This is the amount that showed up on my Feb/Mar/Apr bill, so I expected those amounts on my subsequent bills in MD. Instead, my bill was increased astronomically, and to top that off, when I logged into my account online, it showed me zero balances and did not allow me to look at my bill. Now that my service is shut off, I owe over $600? I spent 2 hours today trying to talk to someone that can actually help, and got absolutely nowhere, they did not listen. I don't know where else to go, I tried the phone, but I was transferred and nobody picked up for 40 minutes. It seems the customer service agents just don't know what they are doing and are unwilling to help. Anybody have a complaint line, or e-mail, anyone I can talk to to actually get somewhere without wasting more time being given a runaround?

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[Deleted User]

Hi justinjmiller5,

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 look at the top of the middle column 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.

Verizon_Support

justinjmiller5,

We do apologize that there was nothing more we could do on this matter. If you have any questions about any other subjects please let us know. At this point we will be closing the private support case.

Josh

justinjmiller5

{please keep it relevant}

So, this thread was sent to a support case, I was contacted right away, was told I would be called by a billing specialist, whom of course I could not contact directly. This billing specialist, while explaining to me that she couldn't give me credits or bring back my old plan, also informed me I was in a 2 year contract. I never agreed to nor signed a 2 year contract. She also said I was charged activation fees, I was never told about or agreed to pay activation fees. So after denying the contract, she said all she could do is submit a request for the recording of my call, like this is court, so I said fine. She calls me the next day and lets me know that they have no record of me agreeing to the contract (big surprise). So I was placed on a 2 year contract without my permission, the resolution is I have the freedom to downgrade my plan or leave without a cancellation fee. OK that should've been like that from the start, but my actual concern here was my price hike which I wasn't told about. She tells me there will be no credits issued, despite the fact that my non compliance with the terms coincides with my noncompliance with the rate I was given, and clearly my story holds water since the rep already screwed those things up.

Where are we now? Verizon says they cannot escalate it further and i will receive no credits. So, I'm going to let the FCC handle it and go get Comcast for a far less expensive rate.

It's a shame, I like the FIOS service, the internet is good, and I really wanted to keep it, but I have been mistreated and misled and have had things done on my account without my permission, this is beyond repair and customer service doesn't care.

justinjmiller5

Verizon gave me no recourse, I called last night to cancel my account, and even that service rep was ignoring what i was promised and assured me my plan was justly changed, despite never agreeing to the changes, and there being no evidence I agreed to the changes.

Since customer service won't help, I have contacted the FCC and executive leadership, perhaps I will get somewhere with them.

Such a shame, I really enjoyed FIOS while it lasted, I hope nobody else on this forum has to go through what I have had to go through.

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