hoping for resolution

[maxwell100]

We are a small healthcare business and we are having an unfathomable amount of problems and complaints with Verizon and the way they conduct business. 

We switched to Verizon for our business phone and internet in the aftermath of hurricane Helene. Due to mistakes made by the Verizon sales person (Ryan) during our initial set up, our fax line ran about $1100 the first month. We reported this to customer service straight away and was told that these charges are incorrect and Verizon started an investigation to fix the issue.  Every time we called customer service throughout the next several weeks to get updates on the investigation all that we were told is that our account is still under investigation.  Although each time customer service admitted that the charges were incorrect, and they are aware that the account is under investigation and told us repeatedly to not pay this bill, our phone and internet services were ultimately and abruptly suspended, and it remained suspended for days without any justification. 

We immediately called the customer service number several times to get this fixed with no success. The same day as the suspension, we visited the nearest Verizon store to get some help to restore our services. Apparently, no one, whether it was the call center for customer service or the Verizon store employees could restore our services.  It was impossible to get any supervisor involved. The salesperson Ryan that sold us the services and the phones that we could not use with any other provider could not be reached.  In fact,  Ryan could not be reached for anything after he sold us this service.  We tried multiple times to reach him via text, email, and voicemail but he would not respond. This is all documented. Not knowing if our services could ever be restored, we had to switch to another provider to protect our business. 

It took them days at Verizon to zero out the erroneous charges to our account and restore our services. Due to Verizon’s inability to restore our service in a timely manner we have no choice but to terminate our relationship with Verizon.  Now Verizon is saying that we have to buy out our contract and have accused us of breaching it.  The hours and hours we lost dealing with all of this, as well as the massive loss of income due to days without service and the $1700 phone system purchased from Verizon have really disheartened and frustrated us about the way Verizon conducts business and treats their customers. We felt that we were punished and treated poorly due to Verizon’s mistake and no one has been able to make it right.  All of the above can be corroborated with the many Verizon employees that we have dealt with, as well as phone recordings, and many notes, texts and emails.  We are hoping that this platform can help us find some resolution so that we can avoid complaints to the FCC, BBB, and local news.  

[vzw_customer_support · Accepted solution]

Hi there! We are so sorry to hear about the experience you had with changing service. It is our goal to get to the bottom of the charges for you. To do this, we will need to have you reach out to our business department at 800-922-0204. They will have the tools and resources to do a deep dive into the account for you. 

-Nikki

Moderator: Here is an additional business support number:
1.800.465.4054 8AM - 9PM ET (Mon - Fri)

[maxwell100]

We have called that 1-800 customer service line that is based in another country dozens of times and it gets you nowhere! They have ZERO tools and even less resources to do  even a SHALLOW dive. Please do better! I want to escalate to someone that can actually do something to get this resolved.