I've been a Verizon residential customer for over 20 years. For the past two years I've been having problems with internet connectivity. My bill has continued to increase. On 12/29/17 I spent OVER 4 hours on hold in an attempt to speak to someone in customer service retention department regarding what Verizon would do to keep me as a customer. I finally hung up and called back to speak to someone regarding services. I managed to speak to someone who offered to minimally lower my bill. I asked to speak to a supervisor but none were available. A supervisor was supposed to call me back but didn't. On 12/31/17 I called Verizon tech support due to internet outage. I asked to speak to a supervisor. I spoke to Jeff (didn't get last name) regarding my bill. He suggested if I wasn't happy with Verizon that I should look at other options. I was in shock. On 1/1/18 my internet went out again and I called tech support. I asked to speak to customer service and talked to John. I explained what was going on and asked for the number for the Verizon corporate office as I was going to file a complaint and possibly cancel my Verizon services. He offered to substantially lower my bill. I agreed to stay with Verizon and not call the corporate office. Today, I received a bill that was substantially higher than what I was told. My online account has a different amount for the bill. The automated service has a totally different bill. I've now been on hold for OVER TWO hours to speak to billing about this. I called the corporate office but nobody was there. I will be calling them in the morning and filing a complaint. I found a name and address for the CEO from another dissatisfied customer and will be following up with a letter. I need to know how I can speak to a LIVE person. I need this taken care of NOW. I'm not willing to stay on hold much longer.
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