Awful Customer Service Experience - How to file complaint with company?

[zrmccarthy89]

All I want to do is switch the account name holder from a previous tenant who no longer lives in our house, or in the area, to my name. I've done this through a variety of other companies, never taking more then a painless 5 minute phone call.

The old tenant has called at least 3 times, along with trying online reps, with little progress. He finally was told that everything was ready to switch over, and I just needed to call with the issue number that he passed off to me.

The rep I talked to acted like I was a complete idiot and extremely condescending, speaking to me like I was 5 years old, and not a customer paying close to $200 a month for this embarassing service. He repeatedly refused my request to speak to a supervisor, telling me "I'm not going to transfer you". He finally did, saying very sarcasticlly that he didn't know how long this would take, and left me on hold for 30+ minutes. The supervisor gave me the same speech, and happily set me up with a number to cancel all services without any attempt at figuring out the situation. 

They informed me the account holder would need to call back AGAIN, with me on the phone (somehow, since he's not in the area) at the same time, get an order #, give me the order #, have me call back again, and then pay $70 in "activation fees". 

Not sure what is being activated, since literally nothing about our service is being changed except for the name on the bill. As many shortcomings Comcast has, I know for a fact that there are no bogus fees to simply switch an account name. We have now put hours into what should be a very straightforward and painless task, and I am about ready to call it quits.

Is there an email or number to call to formally file a complaint? I've never dealt with worse, ruder and less knowledgeable reps then through this company. 

[LawrenceC]

Hi zrmccarthy89,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

Since we have not heard back from you we have closed out your private support case. Please let us know if you have additional questions in the future by posting on your original thread. 

-Amanda_M 

[Verizon_Support · Accepted solution]

Hello zrmccarthy89 , As stated this issue has been resolved in your private support case. Please let us know if you need anything else.

-Mitchell

[robertab92]

I have had the same awful customer service experience and would not recommend anyone sign a contract with verizon. I have been trying to switch the name on my account because I am moving, but my house mates want to continue the contract. I was told when I signed the contract originally that it would be no problem with no fees to switch the account holder. I also called last week to check if this was possible and the agent on my phone told me there would be no fees and that it would be no problem. Then, I called on 12/7/14 with my house mate to process the request, and they told me it would be $220 to process the account holder change. I told this agent that I had called the day before and the woman had told me there would be no charge, but then after I was on the phone for 90 minutes the agent insisted there was a charge. I would not recommend anyone sign onto a veriizon fios contract due to their incredibly poor customer service.

[ElizabethS]

Hello robertab92

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

[robertab92]

Hello Elizabeth, I have not heard from anyone. 

[LawrenceC]

Hi robertab92,

Your issue has been received by the correct department and you will receive a response.

[robertab92]

still no response from verizon regarding this issue. terrible customer service continues. 

[ElizabethS]

A reply from the Ecenter can take up to 48 hours.

[rspencer]

Question, how do you put in a complaint about being a loyal customer, yet Verizon is onlyinterested int he the new customers? How is it that i pay over $200 a month, and this company does not offer any deals for loyalty. Even T-mobile has loyalty discounts! when i go ont he website if i want to downgrade it costs more money. From a business aspect, these practices aren't good for retention. I bet there is a high turn over rate. As it is now, I will cancel once the fee is lower (since some how i got put on a contract) and go back to satelite or another provider. even thoughi hate satelite, the prices are much better. I even had the rep ont he phone try to find out where he said i could email directly and he couldn't find it. I am not satisfied with this company and will not recommend it to anyone. 

[aaawest]

I am a long time loyal customer of Verizon and Verizon Wireless and about a year ago I decided to change my TV and Internet service to Fios. At that time I was given a quote of 69.99 for the triple play bundle price. I did add a few extras and was quoted a total price of 139. Well starting with my first bill I have consistently been over charged and had to spend numerous hours on the phone with customer service to try and get what I was promised. I have also been over charged for equipment I don't have. I normally have to speak with a few representatives who tell me that they can't do anything about it and then finally get someone who offers to adjust my current bill and then look into the issue and get back to me, which they never do. By the way I frequently receive ads from Verizon offering the same plan that I was promised. I have pointed this out to the reps I speak to and was told to cancel my service and then re-apply so I can get a better deal!! This is a horrible way to treat established, loyal customers. I have shopped around and am at the point of cancelling my service and going with another provider. I thought I'd call again today and try and resolve it once more. I spoke to a few reps and finally was transferred to Blanch, a supervisor in Missouri, who had no interest in resolving the issue and told me there was no one above her that I could speak to. I can't believe how poorly you treat your current customers and then spend millions of dollars trying to attain new customers. It is a shame that Verizon will not honor the prices that they have quoted and look for ways of overcharging their customers. The representatives you have at your call centers, for the most part, do not care about helping your customers at all.

[LawrenceC]

Hi aaawest,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

[lynn924]

I have had problems for 6 month's..Can't count on having internet, when I do it will be for a few hours or go out around 9pm. They should be ashamed of their customer service department..You call them ,you can't understand them, they say they are going to call back and they don't (while you wait). And don't forget "there's an outage in your area"..Love that one. I didn't have internet at all from April 18th-May 1st...All apologies, don't worry we'll compensate you for your inconvienence..Just got the bill and not a credit on it...Come on, your a huge company get your act together...

[ElizabethS]

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

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". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” 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.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

[ElizabethS]

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.