I Never Received Promised Billing Credits

[robert7711]

Up until one week ago, my home Internet was unusable for about one month.  I must have called Verizon technical support about 20 times over the same issue.  To be blunt, the support was dreadful.  So many of the support personnel truly did not know what they were talking about. Some convinced me to make unnecessary trips to a local Verizon store. Others, unnecessary swaps of my gateway. Others, endless testing and retesting my home equipment long after it was obvious to me that the problem lay at Verizon's footsteps at the tower to which I was connected. However, I was never able to get a proper support ticket to Verizon's network team (I tried many times!) that wouldn't be ignored.  Just an utter waste of a lot of my time, not to mention not having Internet for a month. Just terrible Verizon support I encountered. I hope I am the exception for the sake of your other customers.

For the past week, however, all has been well again, thankfully. Obviously, someone finally fixed whatever trouble was out on the tower.  But I'm sure it had nothing to do with all my entreaties to fix it because no one would do much about anything I suggested.  They just would offer another pointless retesting of my gateway. It all became maddening. And I finally gave up trying. But I am happy the tower is finally fixed.

Anyway, the reason I'm writing is that a few sympathetic  Verizon support personnel during this ordeal told me that since I wasn't getting Internet service, I would get billing credit for a few months.  Hardly any restitution though considering the extreme inconvenience this all was for me to not have Internet for a month.  Yet it was a nice gesture. So my question is, and this is my reason for writing, why did I just get a bill from Verizon?  Whatever credit I was offered has had weeks to make it i into  your billing system.  So were these offers to me just as empty as the support itself?  It seems so. Just like all the promised callbacks that never occurred. 

So, do you have any record of these billing credits that I was promised a number of times by various Verizon agents?

[robert7711]

I received a private message from a Verizon agent which contained an authentication link that apparently has timed out. 

[vzw_customer_support · Accepted solution]

Resolution update: By partnering with support, the issue regarding promised credits has been resolved. 

If anyone else is having a concern with their Home Internet please know that we're committed to providing a resolution. The link below can help get you started with troubleshooting your service. 

https://www.verizon.com/support/5g-home-internet/

-Christopher