I set up a new Verizon account online on 6/1/23 and got the order confirmation with my projected monthly amount. There was no mention of any installation fee of $99 anywhere during the process or in the confirmation email.
But when i installed the verizon app, it showed my estimated 1st bill including $99 installation fee. I immediately called customer care and after waiting for an hour they said they'll remove the charge and I don't have to do anything else. I also confirmed with the rep that the fee is not charged if you order the fios internet online by yourself.
After the installation was done and my internet was set up, I still saw the installation fee in my projected monthly amount. So i called the customer care again and after an hour of waiting they said the fee will be waived when the 1st month's bill is generated.
After my bill got generated, it still shows the installation fee, I called the customer care again and they again said the bill will be updated and the fee will be waived. But after a week I still see the fee in my june bill, I'm just sick and tired of this nonsense, I've never experienced this level of incompetence and I'm very frustrated with Verizon, I shouldn't have to call customer care so many times for a simple update on my bill.
I'm actually considering cancelling my internet within the first month of having it and going back to Xfinity. They had slower internet but much much better customer support.
How do I escalate this to a supervisor or complaint department?
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