Fios

[Michael20241]

I feel compelled to share my experience because it deserves attention due to the appalling lack of professionalism I encountered.

I recently became a client of Verizon. There were no signs of problems initially. I visited the Verizon website, selected a Fios plan, clicked "Yes," provided my bank account information, took a screenshot, and awaited delivery of the router to my home address. I received a confirmation email with a UPS tracking number. However, after 3 days, then 5 days, the tracking information was not updated.

After a week, I called customer service and spent over 30 minutes on the phone, only to be falsely told that I had chosen store pickup for delivery. This was not an option when I placed the order. They attempted to convince me it was my fault and that the router was waiting for me at a store, needing to be picked up within 1 day. Frustrated, I cancelled the order.

The following Monday, a Verizon employee called me, apologized profusely, and persuaded me to sign up for a 1GB plan. I made clear that I had 2 discounts that needed to be applied. The representative stated this was not possible until after account activation, at which point she would personally assist me. She provided her name and direct number to call after activation. I have since learned that ACP/Verizon Forward discounts can be added upfront when placing a new order, so this was either intentional misinformation or a lack of proper training.

The router arrived via UPS within one day. Upon connecting it, I experienced issues with the connection speed not meeting the 1GB plan - initially around 400/15 Mbps. I contacted technical support via chat, and the agent began by insinuating that I was at fault, unable to properly set up the device. They claimed the issue was with my devices or home network, despite my home network supporting 5 Gbps. Eventually, the agent investigated further and the speeds improved to around 900/450 Mbps after about an hour of troubleshooting.

The next day, I called the direct number I was given and asked for Ms. Lindsey. Her co-worker said she was busy but would call me back. After 4-5 hours, no one called. I called again and was told the same thing, but she never followed through, despite her promise to assist me.

I then attempted to add the discounts myself online. I located the nursing discount for Fios, through Verizon website search  box, generated a new contract, and accepted the terms with the updated price. However, nothing changed on my account and the new contract vanished. I contacted support again and spent 2 hours on the phone. The agent had me repeat the process multiple times, generating a total of 3 new contracts, but none of them updated on my account. The agent said she would monitor my account and call back in 2 hours, but predictably, she did not.

Next, I tried applying the ACP/Verizon Forward discount. After 20 minutes online, Verizon transferred me to the Life Line site for verification. I was confirmed for the discount by both the national verifier and Verizon. A new contract was generated with the discount, which I accepted, and I received several confirmation emails. Yet again, the changes did not appear on my account.

In a subsequent chat with an agent, I provided all 4 contract numbers, none of which they could locate in the system. The agent insisted I must not have completed the orders properly. I offered to provide screenshots, which the agent declined. I was then told to wait 5 business days for the changes to appear in Verizon's system, despite the process taking 2 hours of my time online.

At one point, a representative erroneously claimed I had wireless service with Verizon. I said this was not the case, but they insisted. After another hour in chat, they finally acknowledged I did not have any lines with them.

As of today, my account still shows the original agreement with the maximum price. I intend to escalate this to Verizon's leadership, as the level of unprofessionalism and disorganization I experienced is unacceptable for a company of this size. I do not know if other customers face similar issues, but in my case, it has been an absolutely horrendous experience.

[kh_jenn]

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