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Billing Issue - Customer Service Escalation

I have been having a billing problem since I first subscribed to FIOS 13 months ago. For the first 9 months it was dealt with by having a credit issued. Since Verizon converted to a new billing system last fall, I no longer recieve the credit. Four months of calling 1 (800) 837-4966 has not resolved the issue, despite promises to do so. During the last call I was told the issue would be escalated and I would be contacted. It has been 45 days and no one has reached out to me. Further, my bill is still incorrect. I have an email from when I first subscribed that states the facts regarding my plan and billing details. The first line customer service reps can see the case notes, but apparently cannot fix the problem. Further, they refuse to connect me to a supervisor. Please help. By far this has been one of the worst customer service experiences ever!

Comments

ElizabethS

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 here on the forum, and look in the middle, right at the top 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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