On 12/22/17, I was exploring options for changing my FIOS service plan on the Verizon.com website. I clicked on a button that I thought would provide more details about the plan options, but the website responded with a message that my order had been confirmed. I had no intention of submitting an order. Furthermore, I did not click on any button that stated something to the effect of “Place Order”.
I called Verizon customer service (800-837-4966) immediately and spoke to a service representative named Colleen. Colleen acknowledged that the order was submitted inadvertently and unintentionally. She told me that she would cancel the order but that I could not make any changes until the cancellation was confirmed. She also promised to reach out to me within a few days to explore the plan options, which was my original intent.
A week has gone by without hearing from Colleen and the order was never cancelled, so I called the same customer service number. The first customer service representative said that she could do nothing and transferred me to a supervisor. I spoke to Ms. Drown in the NJ office. Ms. Drown told me that Colleen was wrong and that she cannot cancel the order herself. In fact, she said nothing whatsoever had been done since I spoke to Colleen. Ms. Drown said she would submit a request to the “Escalations” department for the order placed on 12/22 to be cancelled and the service plan, which was not under a contract, to be restored. Since that is what I was told when I spoke to Colleen from Verizon customer support on 12/22, and nothing happened, I decided I would also make the request directly.
To reiterate, I the service plan that was initiated on 12/22/2017 should be cancelled (retroactively) and all aspects of the service plan that existed at that time should be restored. I would appreciate assistance in expediting this matter.
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