I don't know if this qualifies as an idea but since I am unable to get a straight answer from the reps over the phone, I will post this here in the hopes that someone at Verizon acknowledges this and contacts me. I have had this service since September 2013 and I have had nothing but problems. I signed up for phone, internet and cable services, was initally mislead on the package that I agreed to which ended up costing me more money. That surprise came on the day of installation. I immediately called and the supervisor was extremely rude and unhelpful. So I ate the difference in money and still had the service installed against the wishes of my husband ( I should have listened to him!). As if that wasn't enough, I was being charged for a set-top box in addition to the charge for the DVR box. My contract stated that the set-top box would be free for as long as I remained a customer, yet a charge of $5.99 plus tax appeared on my bill. No problem, I called and spoke with a rep who was extremely helpful and even saw the order confirmation email that was sent to me indicating the free box. She said that she would refer it to another department that would fix it and it should take one billing cycle. She also went ahead and credited the account. I thought problem solved. I was wrong. For the next three months, the charge kept appearing on the bill, I kept having to contact Verizon and speak with terrible supervisors. The reps were fine, I just by-pass them and ask for a supervisor. Whether the supervisor was actually a supervisor or another rep pretending to be a supervisor, only they know. Either way, it was always the same thing, "it will take a billing cycle to correct"! Meanwhile, I am in the midst of contending with a serious illness while dealing with total incompetence and disrespect from Verizon. I lost track of how many people I spoke too. However, the last two calls I spoke with "supervisor" Gideon who assured me that he would look into the matter and call me back. That was the first call with him. Never heard back. Called again, asked for a supervisor and got Gideon again! Reminded him of the call that he never followed up on, he claimed he called, no one answered. I said you could have left a message. He then clamined he had the wrong number! Seriously?! He then said the account was fixed and indicated that he would call me back on 1/25 when bill had generated, issue a $15 credit and see what else he could offer for all of the aggravation and inconvenience I suffered. I have yet to receive a call. So I called Verizon, spoke to another supervisor who told me that one supervisor has to way of getting in contact with another. Really? A telecommunications company?! When I then asked who do I file a complaint with, he was very unhelpful. When I asked him who is the regulatory body in charge of Verizon, he wouldn't specify, instead telling me that there are more than one. I then became frustrated and hung up the phone. Since no one at Verizon is able to help me and be truthful, I will start my complaint process with the FCC. I'm sure they would be able to help me. Ridiculous service and incompetent reps and so-called supervisors. When my contract is up, so is my service with them!
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