Resolution process is awful
EAM1
Enthusiast - Level 1

I have been with verizon fios for over 20 yrs , and with cellular service for more than that. I am being charged for a router I never received. I upgraded, received a new router, returned the old one ( i have receipt) but was billed for a 2nd one - its 175.00! On May 17th I spoke to a seemingly competent woman whom I thought solved the issue and wrote a " ticket" for this to be removed from my bill. 5/31/21 I get an automated text ( like I always do) that my bill is due for 200.00 + the prior bill. I "chat with an agent", tell them about the ticket and the agent seems to understand, directs me to "approve " the credit via email, and done. My family comes home and informs me our choice cable channels are gone. I " chat with an agent " again. I learn that not only did I " approve " a change in service ( I did not read line by line- I saw the corrected bill which looked right and continued)  but also an upgrade to my internet speed! These two options were never disclosed to me. My only concern was the equipment charge be removed. I tell this to the agent and request my cable channels get reinstated " I can't do that, if you want them back, it's now a different price " OMG, He quotes me almost a 50.00 higher monthly bill to get my original cable plan ( now only a few hrs gone) back! This is scammy and borders on an illegal, bait and switch tactic. The agent tells me to go approve the equipment credit but what you're really approving is a total change to your plan. Three hours later with three different Cust service reps and countless apologies and nothing is fixed. At one point I was asked to list all the channels that are missing - I don't think anyone has those memorized. This is horrible service. I repeated myself at least 8 times with my story, even though I was assured at least 5 times that " permanent notes about this are in your account record"  Who is overseeing these texts or " monitoring these calls for quality assurance" I assure you quality is most defin not a part of your mission statement. I am angry, I am educated, I am going to submit this complaint every way / where I can to get resolution 

Re: Resolution process is awful
LawrenceC
Moderator Emeritus

Hi EAM,

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.

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