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I am in a customer service billing nightmare!

I *upgraded* from one FIOS triple play to another FIOS triple play in April. After months of equipment and service issues and dozens of calls (and two trips to a FIOS store), I finall have my service issues resolved.

But now I feel like I'm just being "punked".

In June I received a paper bill -- with my name and address, but someone else's phone number and account number. It was for FIOS voice services only. (My FIOS triple play bill comes electronically.) I called customer service, and was told to ignore it since it wasn't my call. I called again, and they said they'd cancel the incorrect account.

In July I received another paper bill for this other account. Although this time, it showed all of my FIOS services. I checked my online bill for my account, and it showed this FIOS voice only information. AHHH! I called, I emailed, I was assured it would all be fixed.

Last week, I recevied another bill for this account (with the services still switched). I do not want the non-payment on this account that is not mine to reported on my credit report.

What do I need to do to get this resolved?

Does Verizon have some sort of executive customer service for accounts that are really messed up and can't be fixed by their regular customer service and billing employees?

Also, doesn't verizon's system allow them to include any notes of conversations? I have to start from the beginning for each call. So irritating!

Comments

DougVZ1

Your issue appears to need account specific assistance from Verizon. I've had your post copied to an employee monitored board, where a Verizon representative can assist you. Please be advised, due to a work stoppage, customer service agents may not be readily available. We apologize for the inconvenience and appreciate your patience.

I've made note on the escalation that this is a billing issue, and the rep will see your post with details prior to contact.

robretpd

You should expect the following....you will be contacted by someone from escalation who will be very attentive and will try and do their best to help you. The unfortunate side of the story is, CS lies to you even when someone from escalation is on the phone. Escalations response is to keep going from one CS rep to another in hopes of eventually finding one who is both competent and caring enough to resolve any issues. Unfortunately, as I was told, escalation only acts as an intermediary and has no authority over CS or billing whatsoever.

I have a two year agreement, the second year was agreed to because I was given discounts, however the discounts have never shown up on any of my billing. All I wanted was confirmation of this. Escalation helped by putting me in contact with CS and/or billing and was told I was right and that it is marked on account and will send me confirmation emails of the second year discounts and of the conversation. Never received the emails. This all happened in a three way conversation with a person from escalation. When he looked into it for me he discovered that billing and CS do not send emails. So we were both lied to. I asked if he could get the individual we spoke to back on the line and he said he could not, that there was no way to identify the person. Clearly no accountability.

I am stuck waiting for September to see if in fact my account is credited properly.

Good luck... I will add the product..Such as TV, internet and phone has been fine.

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