I am hoping this post finds its way to someone that can help me with my situation because I am tired of calling customer service number, holding for 30 minutes and explain problems with my account to the rep and be told that a supervisor will review my case and call me back then nothing happens.
I signed up with Verizon on 5/15/12 with Extreme TV bundled with internet 35/35. Everything was great and I liked it very much. Then on 6/27/12 or around that time, I noticed my internet stopped working so I called the customer service to find out why. I was told that my service was disconnected (!?) and that I would have to set up a brand new account. To this day I have no idea why it was disconnected and no one I talked to can explain why. All I know was service was disconnected with absolutely consent from me. The problem is after 6/18/12, Verizon introduced new plans for TV and Internet service and my 35/35 internet service was no longer available. The first rep told me that she will have to set me up with 50/25 plan with Extreme TV and give it to me at my original price of $89.99 which I thought was very reasonable, after all, it was Verizon’s fault that I lost the plan I would’ve been grandfathered in for as long as 2 years. However, that first rep never followed through on that promise and nothing was adjusted for my account. So I called a second time. Got another rep and had to explain to her all over again. She agrees that I should be set up at the higher speed at my original price but said she doesn’t have the authority since price gap was $20 and she had to transfer the case to her supervisor for approval. She said that her supervisor will review the case and call me back in 4 hours which of course never happened. So as it stands right now, I am paying $20 extra a month for a mistake that Verizon made and I have not been able to get anyone to address the issue for me. I have called 4 times and spent no less than 5 hours on the phone with the reps to no avail. ALSO, I don't know what happened to the $250 deposit I paid when I set up my original account.
If the social media escalation team of Verizon can refer my case to someone who can address it I would really appreciate it. I do like the service that Verizon provides and would like to keep it but it has been frustrating to talk to customer service.
