Customer Service contract experience
lroyer
Enthusiast - Level 1

I just spent three hours on the phone with Verizon Fios trying to renew my two year contract! Two calls were lost when I was transferred and one transferrred me to a department that was closed! I remember years ago verizon customer service was horrible but for awhile it seemed like they cleaned up their act.  I guess they are back to the old ways.  I just want to renw what ive had for two years! Either that or I'm done with Verizon and want to let them know why.  Guess what!? I cant find a place to log a complaint.  Does anyone know how I can?

12 Replies
paulgs31
Enthusiast - Level 3

Got locked out of my account last night, web site was telling me I needed a PIN mailed to my physical address and I had to call to get the number.

I call support number.... explain what is going on... they have no idea what I am talking about.... They ask for account number, I explain I cannot log in and have paperless billing.  They ask for home phone, I have cell phone that I have used for over 8 years with this account and I give them my cell... some how, not having a home phone is bad.... They cannot confirm who I am even though I am on the phone associated with the account.

I play nice, and I get transferred to billing.  After 20 minutes with billing explaining to me they have no idea who I am I get transferred to tech support... Again, I'm locked out, no idea account number.... and my cell phone number is an imposter... back to customer service. I did the circle through each department an additional time, almost two hours later billing tells me they are trnsferring me again to tech support and I get mad.

I say no and explain I have already been there, just mail me the pin to my billing address we confirmed several times through the two hours episode. {please keep your posts courteous} starts raising his voice at me, talking over me, and I ask the **bleep** to stop talking over me and I want a supervisor. HE TELLS ME NO!!!!!!!!!!!!!!!!!!    I snap.  I'm done, and to add insult I get disconnected.

**bleep** customer service. I spend $165 a month, have been for 8 years and some {please keep your posts courteous} is going to talk over me, the PAYING customer and not listen to me?!  I didnt swear, I didn't say anything mean, I asked stop talking over me and listen to me and stop transerring me because it isn't helping.

I will pay $200+ a month got google fiber to come to Buffalo NY. I remained d calm, I put up with the transferrers for something very stupid, and this is NOT the first time I have been hung upon with Verizon.

I'm sure this will get edit, and a simple google will return thousands of pages of angry customers telling horror stories of verizon support. My wife was amazed at my patience as I have no paitence at all for this and I tried hard for two hours to be nice and the rude kid talking over me and yelling at me is what set me off. 

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LawrenceC
Moderator Emeritus

Hi paulgs3,

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. The title of your post is the link. 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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JustGotFiOS
Contributor - Level 2

I had similar bad experience with Verizon. I have a two year contract and wanted to change the package options. Online Verizon quoted a final price of 115$ per month, but then charged over 180$!!! Their bill was so complicated and convoluted that even Verizon's own billing department could not figure out what happened!!

In the end it turns out that Verizon can't do math and that their computers are hopelessly confused with this fee and that fee, this promo and that discount no longer be applied or applied anew. Callbacks never happened.

I eventually got the BBB involved and that got a reaction from their corporate customer issue resolution department. Despite them admitting that Verizon goofed up they still did not want to honor the price quoted although I helped them to pinpoint a rather major flaw in their system. They did give me another discount (which they listed as valid for only one year, but claim that it is for the duration of the contract---we will see), but in the end the price is still noticeably over what they quoted. Even at 115$ a month they would have made plenty of money on me each month as it costs them less than half that amount to provide the services. But in their endless greed that wasn't enough. As their last ditch effort they waived any early termination fees for the duration of my contract

I only have TWC as alternative and they are even worse, so I swallowed that frog and stuck with Verizon. What we need is way more competition because only that will make Verizon to be a better company. Which is so weird, they have the far better infrastructure and offerings, they should be able to crush TWC in my region with their pinkie. Only Verizon knows why they go to such lengths of alienating loyal customers.

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Chatun
Newbie

Ditto on bad service. My wife (tech challenged) inadvertently pressed the OK button and ordered a new router and premium channels. This happened on Sunday and I waited till Monday to contact a rep. Guess what? The rep would not correct the mistake because it was not possible. However if I renewed my contract for two years the "impossible" correction was made. Now for the rest of the story. In my renewal the rep suggested a 75/75 internet speed. I told her that I did not need 75/75, and to keep it at 25/25. Not possible. OK then give me 50/50. OK but no change in charge. Settled for existingTV channels, new router and 75/75 speed. Guess what? It has been 7 weeks and I have not received the Internet update. Called about delay and got some rep in India who had a typical Indian phone connection, i.e. terrible.To date still short the update, but my billing reflects the update. VERY BAD BAD BAD CUSTOMER SERVICE.I can't switch because TWC is worst than Verizon on custormer service.

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LawrenceC
Moderator Emeritus

Hi Chatun,

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. The title of your post is the link. 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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Cans03
Newbie

Just sounds like poor customer service all around. As expected the supervisor that promised to call back yesterday with tech support did not. That's the second promised return call and they are 0-2!

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Westchester66
Newbie

What gets me about this bad customer service is that there is absolutely no accountability. Service reps can flat out lie and break their promises, as has been my experience, and the next rep will claim no evidence or knowledge of the dishonesty. One wonders where does this culture start from because it would appear that reps have an incentive to be dishonest. As for the supposed resolution promised on this board I can tell you my issues have not been resolved despite verizon claiming otherwise.

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Ladyraptor
Enthusiast - Level 2

I sent one directly to the FCC today.  Had terrible customer service issues with Fios myself!

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Westchester66
Newbie

I have had a pretty bad experience myself and have posted about it and will post again. I tried to renew my service and was priomised that my bill would not increase and was shocked to see a $45 increase! I was given a contract option and two reps promised that I would get further discounts. I tried to post on this board and the help I supposedly received dragged on for two weeks with the rep finally refusing to acknowledge the discounts I was promised by the previous reps, not adressing my questions and  then claiming the issue was resolved. The dishonesty, lack of transparency and opaqueness is what really gets me. Even when straight forward questions are asked they often are ignored and met with completely different answers. I would suggest that customers ask for permission to record calls just like verizon does because my experience is that a promise from a customer rep means absolutely nothing to Verizon.

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Cans03
Newbie

I thought time warner customer service was bad but Verizon has trumped them in 3 weeks of having them. The salesman made promises he didn't keep such as giving me a $50 gift card from target when I signed up and fixing my order that he screwed up. Said he would call me back the next day and never did. Last night after spending hour and half with tech support trying to fix my wireless connection with no results I was transferred to customer service which I quickly asked for a supervisor who had no interest in helping me. He did not believe I spent hour and a half with tech support so I asked him to dial them in. He put me on hold 2x said they are very busy and he would call me back later or today when they were free. No phone call and don't expect I will ever get one from him either. Maybe a letter to the BoD will matter so maybe I will try that but guessing it comes from top down since I was told no one will talk to me but this supervisor. His manager does not talk to customers. Lol. 

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CRobGauth
Community Leader
Community Leader

Try logging in to your account online.

You can see what renewal options are avaialble there.

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gs0b
Community Leader
Community Leader

I suggest you try calling back during regular business hours.  You may get a US based rep as opposed to the off shore people who they use during off hours.

Also, if you make the menu selections to cancel all service, you'll be connected to a retention specialist.  They can be more helpful.  Again, call during business hours if you can.

I've not seen any way to "lodge a complaint" with Verizon. If your goal is to point out your complaint to the world, you've pretty much done that.

However, if you want to get a resolution to an issue there are several ways to get help.  Of course, you can call or chat with them.  That will get you the front line reps you've already talked to.  You can contact the retention team, as described above.  Since you've posted your issue here the Verizon moderators might escalate it to the support team.  Know that escalation is entirely at their discretion.  There is also a Verizon Direct forum over at dslreports.com.

Good Luck.

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