STAY AWAY FROM VERIZON

Janicemite

After 2.5 months of no Internet service, 3 tech visits, and 30+ phone calls with tech support & billing - Verizon determined my account had an error so unrecoverable on THEIR part that they would need to cancel and start over. I was assured by not one but THREE customer reps that we'd be credited for the time without service and of course that the "installation" fee for setting up service would be waived.
Each rep confirmed they made the change and saw it reflected on my account.
I received several confirmations of cancellation emails from Verizon.

This week TWO SEPARATE BILLS WENT OUT on my account for Verizon. The original was NOT CANCELLED. furthermore I was never credited any amount AND I was charged a $95 installation fee.

Verizon makes it IMPOSSIBLE for you to resolve issues with the POOREST CUSTOMER SERVICE I'VE ENCOUNTERED ANYWHERE. there are no main offices. No support emails. There is ONE 800 number where each time you are forced to reexplain your story, the untrained reps cannot find your account information, and transfer you from billing to tech support back and forth so each call lasts for HOURS. there is no way to reconcile the hours of heartache our household has spent on call-waiting or the months without service. At this point we need to be served by SOMEONE who can guarantee our FULL IMMEDIATE reimbursement before our impending account cancellation.

ElizabethS

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.