customer service dead end
smccloskey
Newbie

My husband is supposed to be the primary account holder, he set up verizon fios contract and makes all decisions regardng our services. the problem we have is that when they established his fios account they did not create a new account but instead continued with my previously established account and just transferred everything into that existing account which we were expecting to be cancelled upon creation of the new account he established when we began the fios services.    this is a problem as since his user ID is a "sub account" that they only set up as being the primary contact email.  he can not fully access all functions he should as being the person who created the contract.  I really do not want to bother with the decisions regarding our internet services or what we use for television.

this has become more of a problem ow that there are  various applications to use on various devices that the "primary account user id" has to register for before the sub acounts can acccess them.   the only solution that 3 hours of being on the phone with various customer service and tech support agents is that we have to pay an early termination fee and terminate our service.   yes we have to stop being customers and pay a fee because of the account being established incorrectly.   on top of this if we chose to continue to be verizon customers the email my husband uses can never be a "primary account user ID"   this is something that seems to be a very complex problem for agents to resolve that should have a very simple fix.   why can't the user of the primary email be the main user ID customer for the account, that is the person who set up he service and made the 2 year contract.   every agent has agreed that the only way for us to resolve this issue is to no longer be verizon customer and basically start over,   which is by the way what  it was we did 15 months ago... but now since his current email is a sub account,  that we can not even use that user ID to be a main user ID should we terminate our contract and "start over"   

Verizon is a large corporation, I am certain someone must have the authority to make what seems to be a simple problem that has a simple fix and simply resolve this.  

Thanks

would it just be possible to change the alias used for the main user ID into a subaccount and change the current primary email addreed into the alias for the main user ID  that carried ovr rom the account we thought we had cancelled when we created this new account when  we began our triple play FIOS services?

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Re: customer service dead end
LawrenceC
Moderator Emeritus

Hi smccloskey,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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