First, you know I could not find a consumer complaint email for fios. Is there one? The folks at the customer service center gave me a snail mail address. Really, no email.
I subscribed to fios last month has been nothing but trouble so far. First the internet went out for about a week. Though the online tech support and the person you sent over were friendly, they could not fix it before a week and kept blaming others in Verizon for the problem. Anyway, that is taken care of but now I am having issues with billing.
Here is my ordeal. I received an email saying that I have to pay $267.74 for a month and half of service, I was surprised and called the billing people. First day, after three calls I was hung up on, told that my account does not exist, and transferred to some other department (e-sale I think). Eventually on day one I was told that it takes fios system about one week to show the bill to billing folks, however, I (the customer) can view it instantly and somehow this is my fault. I took that reply and contacted the billing folks after few days.
While chatting online, the billing person kept on saying she cannot find my account and told me to give her “the correct account number”. Despite my insistence that I am copying and pasting the account number from the website and the bill, I was told I am giving her the wrong account number. It took online person at times 10 minutes to respond. It felt like that person was working on the assumption that I was to blame and I am stupid. About an hour in she mysteriously found my account and told me that she cannot help. Finally I gave her my original order number to investigate.
Later, I got a voicemail that my account has been fixed with no further detail. Now I have to call to get back to figure out what has been fixed. I do just that and this time I get a billing person who is at least not rude. He tries to walk me through what is happening and works with me. Eventually I realized that the package I am on is still not correct. I signed up for your special holiday promotion with $79.99 pm and $300 visa card. Now according to billing support, I am on $84.99 plan (better than $94.99 earlier). So he transfers me to your e sales (I think it was e-sales might be something else) department. Again those folks at e-sales blame other people at Verizon and transfer me back to your support center.
The support center person is just out right blaming me. Apparently, I have called too many people and they don’t know what to do. She said no one knows till next bill is generated what my monthly payment is, and advised me to just go ahead and pay the bill amount (something over $250). I asked her how can I pay without the knowledge of what am I paying for. The reply was again the same thing that no one knows. It did not seem to bother her that they cannot tell me what I am paying for.
I have never been treated like that by any support team. I reminded them that it is not my fault that their system made the mistake. Perhaps my only mistake is switching to Verizon. Now I have no idea what's happening with my account, what am I paying for and how much am I supposed to pay? Is my package corrected to reflect $79.99 pm and have the installations and other fees (that were waived when I signed up) taken off? Have the taxes and the partial month payment been adjusted?
