FIOS Package Plan Issues

[ZID]

On September 24, 2025,  I wrote my first complaint in this forum regarding not receiving rewards promised when we signed the contract for the Verizon Fios.  Part of my frustration at the time was the fact that it is virtually impossible to speak to an agent and when you finally wait for almost an hour and get to one, they promise a resolution, but then they tell you it will take a few days and they will call you back, which they don’t. For the record, four agents and one supervisor promised a call back… but none did!  Realizing the supervisor was not going to call back, I then called and asked to speak to a supervisor again, who dismissed my call within a minute stating she needed to discuss the case with the first supervisor and she proceeded to hang up! To this date, no one has called. 

On my first entry in this forum, I complained about a router, which they sent via UPS to a residence 23 miles away, and then VERIZON claimed that I had received it, and was charging me for a second one.  They finally investigated and realized they had not sent it to me.   Now, I am complaining about two other rewards that I am entitled according to the terms of their contract. I claimed these rewards in due time, but both rewards ended up being returned to the VERIZON headquarters despite the fact they had told me they were sending them to my billing address. It seems like a game: Send to you the promised rewards but then intercept them and they are returned to the sender (in this case VERIZON) and because I am the recipient, the company policy does not allow that I file a claim.

After I wrote my first forum entry I received a text message stating; “Your message has been escalated to a Verizon agent, check your private messenger inbox…”  Thinking that I could finally solve my problem, I waited for the promise call, but there was no call back, and furthermore, the entry was closed by them without any explanation, and I could not follow up.

Hopefully, by communicating through this forum, I may be able to get advice from some of you as to how to proceed to see if I can get a resolution to my problem. VERIZON has not kept the terms of the contract that I signed with them, which included several rewards.

I am truly amazed and in disbelief of what has transpired since we got the FIOS last July. VERIZON seems to have little respect for customers’ time.