Horrible Customer Service.

[luciegirl]

I am very frustrated.  I can't seem to get anyone at Verizon to answer questions or resolve issues.  I have tried phone and live chat.  Around 18 months ago, I upgraded to Quantum Fios.  I had four STBs.  One never worked.  I went back and forth for so long that I finally cancelled the fourth box.  A month ago I realized I had been charged for the fourth box all these months.  I was issued a credit when I brought it to the attention of the customor service rep.  Here's where it goes wrong.  On October 22nd,  I called and asked that my World Plan 300 be cancelled since I no longer need it.  I also asked why my bill still referred to 4 STB since I had been credited.  The customer service then told me it cost more for three boxes than four and I owed an additional $36 for the upfront cost of my "new services."  I told her over and over that I did not have any new services, that I had three boxes for well over a year.  She kept repeating the same words over and over and kept telling me I owed $36 more.  She sent me a confirmation email showing the World Plan was cancelled and the rest of the "new" charges.  I figured I would get it worked out when the new bill came.  The new bill came and my World Plan was not cancelled, I am being charged again for it.  I got onto the Live Chat and asked why it was not removed and she said I never requested it.  I told her I had the confirmation email and she said that email was for my "new service."  I told her on the 22nd of October I cancelled and do not want to pay for the service any more.  She kept repeating that I never cancelled and that she could cancel it today.  I said that I needed her to listen to what I was saying and she randomly started trying to sell me on a movie package.  I asked her over and over to help me with the issue at hand and she kept saying she was going to save me money. I asked her if there was anyone who could help me with billing issues and not sales, she said there are not Verizon suport that is not sales.  She said everyone is sales and billing.  So at this point, I am at a loss for what to do.  I can see that the phone support and the live chat support are not going to help me.  That when I cancelled my service and got an email confirmation, it was pointless and that I can not get help for this simple problem.  Is there anyone who can tell me how to get a billing/service issue resolved without going through the operators that just read from a script and are not interested in customer satisfaction?  There must be one person left at Verizoon that is not trying to sink the ship.  There must be one person who had interest in customer service.  Help!!!

[LawrenceC]

Hi luciegirl,

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.