I have spent nearly three hours on hold today and have called several times over the past several weeks trying to resolve this issue. I called Monday October 7th to see if I could get my internet bill reduced as it had recently increased in price. I was initially told by Joe that there was nothing that could be done only to be called back ten minutes later and told that I could close my account and open a new one to receive the lower rate. Over the phone my account was closed down and a new one was opened. I was very clearly told by Jennifer, another agent I was transfered to, that there would be no $99 setup charge and to ignore the amount in the email sent to me while creating the new account. My internet was disconnected and reconnected under the new account in under an hour with no tech visit. I was still charged the setup and a tech was still sent to my house Friday October 11th despite calling earlier in the week to inform a Verizon agent that I did not need a tech visit. The tech left without even stepping foot in the house or performing any service.
I noticed that my account had been charged the $99 setup fee and I called on October 21st to request that it be removed. The agent defended the charges and said they were valid despite what I had been told. After a lengthy conversation he said that he would file an investigation or some sort of inquiry to determine if I had in fact been promised that I would not be charged the $99 setup fee. I figured that since every time I call customer service I am told that the phone call will be recorded that this wouldn't be too difficult to confirm. A week later on October 28th I called to see if anything had happened with this investigation.
I spoke with an agent named Len and after telling her all that had happened she told me that I would be refunded the $99 and that I should receive it by the end of that week. Two weeks later I have yet to receive a refund and just yesterday I received a monthly bill with no adjustment. The amount of time I have spent to have a charge removed that I was explicitly told would not be charged is absurd.
Any help from anyone would be appreciated.
Hi nwiersma,
Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.
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