Worse customer service ever
terribleservice111

I didn’t think it was possible to have worse customer service than the big C ISP, but Verizon cs has really blown me away with levels of incompetence I never knew were possible. 

After upgrading my internet speed, I got an email stating my new router was on the way. I don’t need a new router. I never ordered a new router. I’ve had the same router for 3 years and it’s fine.

I went on live chat to ask why I was being sent a router, they told me it’s because I upgraded my service. I told them no, I don’t need a new one, this one is fine, I don’t want to have to set up a whole new network with new hardware.

I was told that’s fine, I can just refuse delivery. Fine. The new router was delivered, dropped off so I didn’t have the option to refuse it in the moment. 
I returned the box to sender and left it out with some Amazon returns. It was picked up, since it was a return to sender there was no receipt.

Since then I have spoken with customer service FOUR TIMES. Four times!! I was told four times that the router would be taken off my account and P R O M I S E D I would not be charged.

Yet I get an email today about my bill and what is on it? That’s right, unreturned equipment fee.

A fee for a router I never ordered, that was returned, that I was promised over and over wouldn’t happen.

At this point I don’t even want the service anymore. I’ve been a good, dedicated customer for 3+ years. Never a late payment. Never a complaint about the service itself.

The incompetence is unbelievable. I hate to take my business elsewhere since the service itself is good, but it is not worth my time or money to keep dealing with. Shame on you Verizon.

I will be making a complaint with the FTC and contacting my credit card company for a chargeback since I have documented my many efforts to get this fraudulent charge removed from my account. I did everything in my power to get this resolved and customer service was no help, all FOUR times I contacted them.

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kh-gary
Moderator Emeritus

Hi terribleservice111,

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 the envelope icon that appears at the top right corner of this page. 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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