Verizon Customer Service Review/Complaint

[agbrown80]

I had a mobile with an account; my wife had Fios in an account under her name - we wanted to combine the two under my name; keep the mobile and internet, but lose cable. This way we could get a $15 a month discount for combining the two. Should have been pretty simple right?!

With Verizon this has taken 5+ phone calls, each at least an hour long, and about two months overall, and we're still not fully there yet. The first few calls disconnected, another had a clueless representative who clearly couldn't understand the request setting us up with an entirely new fios account (and later we saw that she actually included cable, despite specifically asking for it to be removed). Following this one I was told to go to Verizon store, thinking i was picking up a new router, but when i got there was told that I couldn't actually pick anything up because the order wasn't even on their system.

Then one seemingly helpful guy called Craig said  'Ah they did it all wrong, they should have just done a transfer of ownership in the first place!  I'll sort it and everything will be fine - you don't even need a new router unless you want one'. 

And then a month later I'm still getting bills of $218.11 a month for the full cable package. When I call up about this I was told this was my fault because I hadn't called back a few days after speaking to Craig to have it disconnected. This was complete nonsense because 1) he said he had taken care of everything and 2) surely that was the whole point of transfer of ownership - we wouldn't have been disconnected. 

I realize this is all complicated and doesn't even make sense - and that's exactly the point. You get a different story from every rep you speak to, none of it between mobile and fios is integrated, and they all seem to be out for themselves and what extras they can sell. At the moment I calculate that I've been ripped off by about $300 (minus a derisory $25 credit I was offered on the last call as a 'valued' customer).

And so it seems like the only way you can actually vent is to come on here and tell it to the world, which is great because you see that pretty much every other 'customer' has had a similar experience at one point or another. Verizon, you are completely useless, and I'll be canceling everything as soon as my mobile contract is up. 

[Kh_Shajee]

Hi agbrown80,

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