How to file a complaint?


How do I file a complaint?

Both me and my Fiance spoke to a representative from the Buffalo lakefront office on 6/22/2020 about setting up brand new Fios services which included YouTube TV, and Fios Gigabit internet connection. Our order was already started online, which the representative did notice and took it upon herself to continue and finish the order via phone. We explained to her that we wanted to make sure that we would receive the free installation fee which was promoted online. She proceeded to explain to us that this would not be a problem after she bumped it up to her supervisor.

After continuing with the order, she stated that she would put in her notes that she will remove the $99 no later than 7/3. Today is 7/9 and we are very outraged that the $99 installation fee still remained. We attempted to call back customer service and even after explaining the issue to a supervisor, the most that the supervisor could credit us for our trouble was $50. The representative failed to leave any notes on the file. We are now very upset due to now being charged $49 (after the $50 credit the supervisor gave us) due to the representative's negligence. It is very unfair for us because we even encouraged finishing our order online to ensure that we received the $99 online promotion setup fee waiver but the representative insisted that she would just do it for us. I am not sure if there is some commission incentive in place, but I feel like the representative put us in a financial hole especially during the midst of this ongoing pandemic. We do not have money to just throw away. With practices like this, it is showing shadiness in the Fios customer service world.

Re: How to file a complaint?
Moderator Emeritus

Hi KoalaKay,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.