I signed up for Verizon FIOS triple play about 3 months back. I had a promotional package that I signed up for and as a result my bill has all kinds of discounts applied to their regular rate. (which I am not sure why they make it so complicated because they cannot handle it!).
So, about 3 weeks back I signed up for the Verizon connections discount through my employer and which was supposed to bring down my bill by an additional $10.
But guess what? When I got the confirmation from Verizon, my bill had actually gone up by $5! Since then I have contacted Verizon customer service atleast 4 times and not only is it not resolved but there is no update. Everytime I call, I have to explain the whole problem all over again.
First time, I chatted with an online rep, who opened a ticket (INC...) and said it would be resolved in 3-5 days. After this each time I call/chat with a Verizon rep, I have to explain the whole problem all over again. Initially they can't even locate the ticket. Afterwards when they locate it, I am told that they don't understand what's happening and somebody is waiting on something etc.
Then they try to do the research all over again, comparing the discounts from my last bill with current bill etc and in the end tell me they will escalate it and it should be resolved soon. But I get no updates or notifications .
So there are several questions here:
1) Verizon's billing systems cannot handle the complex way of issuing discounts. Why don't they just switch to a simple billing structure and avoid all this grief!
2) What kind of a ticketing system does Verizon use, in that their customer service reps cannot locate the ticket sometimes or cannot route it correctly? I work in IT myself and I know what it is to track a trouble ticket. This shouldn't be that difficult.
3) Why is there no communication to update customers?
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