02/28/20 - We renewed our 2 year plan on the FIOS website. Based on the pricing at checkout proceeded and received a confirmation page staing the same pricing. We have a checkout page screenshot and confirmation page screenshot of our new plan stating $124.99 before tax fees. The email we received and the actual charges to our account are $184.99 before tax and fees
02/28/20 - We called customer services but the representative could not provide an explanation for the discrepancy. After 20 minutes, he said he was going to transfer us to a manager. The line for the managers was after hours and no voicemail. If he knew it was after hours why did he transfer our call??
03/02/20 – We called again during business hours. After re-explaining the situation for 20 more minutes to this customer service person, we were transferred to a manager "Lisa". The representative spoke to us and said “I have Lisa on the line”. We confirmed and thanked him; he acknowledged and transfered her in. She was speaking but could not hear us. Apparently he did not properly transfer the call?? Not sure. However, after several “hellos” Lisa hung up and no one called us back. She should have looked up our account and called us back with the number on our account. She made no attempt to do that. Not very proactive for a manager.
- We really don't want to start over again. Apparently no one logs calls in the customer service department at Verizon when a customer calls so you have to painfully start all over again with every callback. Less than stellar customer service. Please help us resolve this so we can move on. We've spent too much time on this simple process.
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