I had a private support thread about this but my last 3 posts went unanswered and it was closed. I still have access to it though so it's viewable to a Verizon support rep if they look. The short version is that back in October we were moving from one residence to another where we were going to transfer our Fios service. Hurricane Sandy hit and damaged the place we were moving to so badly that we had to find another house. We find a new house that we're told had Fios service available by the neighbors. Turns out that Verizon lost the right of way paperwork back when they rolled out service to the area and our row of 4 townhomes were overlooked (the only ones too, all other surrounding houses have Fios), so they had to install a junction box or whatever for the 4 townhouses on my strip of property to be able to install it into our house. Keep in mind that I had to dig all of this up by going to the Area Manager for the linesman's office to get what the problem was. I figure ok, no big deal. I can wait a few weeks while it's sorted out and installed. Verizon customer support puts my service on hold. My problem is that I should have had at least a $100 credit since October 31st was my last day of service at the old house and I had just paid the bill. Fios STILL isn't installed so they've had to reapply the service hold a few times since it keeps expiring. I was never told this, but I just looked at my account and apparently they charged me a fee each time the service was put on hold and also other fees and charges were added over the almost 7 MONTHS it's taking, bringing my credit currently down to below $30. I shouldn't have been charged a dime, and of anything should have been given some free credit for trying to be a loyal customer when most would have just given up. If I would have been told up front that I'd be getting charged and hit with fees for just waiting for Verizon to actually install the fiber line I obviously would have just canceled and collected my overpayment. I like the Fios service, but I'm not going to pay for your installers to sit on their hands and for service I don't have. I need all charges since the start of this credited back and I need actual answers and timelines for when service will finally be installed.
Thank you.
Hi sisnerafa,
A new support case has been opened for you. Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases". There you will find a link to the private board where you and the agent may exchange information. 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. Please keep all correspondence regarding your issue in the private support portal.
Hello sisnerafa,
We were able to get the credits back onto your account. Sorry for all the inconvenience with your account! Please let us know if there is anything more we can help you with.
Thank you for you patience while we worked through this issue,
Rachel
Since we haven't heard from you in a while in your private thread, we have closed it out. If you need anything, please make a new thread.
- Jose_VZ
Start a new topic or ask questions in the open forum.
