Customer Service Improvement

Recently, I have called for appointment to have Verizon check up on my internet because connection was very slow or none at all.  While talking to a Verizon rep, I asked him if there is a charge for the service and assured me (asked him a lot times) that if it is a verizon internet problem, THERE IS NO CHARGE but it is the telephone line problem, then there is.  I also asked if the conversation is being recorded and said yes.  I received by bill today and guess what I was charge $91 for the service.  Service was not even for two hours but less than 45 minutes.  I called Verizon today and I was told that I get charged no matter what which is complete opposite of what I was originally told.  I told them if they can review recorded conversation but was told that those recordings are only for training purposes and can only accessed by corporate office.  And was told that there is no way they can waive that service charge.  I've been a Verizon customer for so long and I think I was shortchanged by the company.  

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Re: Customer Service Improvement
Moderator Emeritus

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.

Re: Customer Service Improvement
Customer Service Rep


We never heard back from you in the private support area, please post here if you would like us to look into the issue.