Worst Customer Service Experience Ever!

I have had Fios Internet for about 5 years now.  This past Tuesday I was using the online chat to discuss options for TV/Internet.  After talking to this agent for over an hour, I decided to go ahead and get my TV/Internet service with them, with a pretty good offer of $100 Visa Gift card and free 1 year service of Disney+.  I was told that I could do a self install since I already was an Internet customer and that I could use my existing router.  

The next day, I went and picked up my TV set top box.  I came home to install it and I kept getting error messages.  So I finally called Verizon and spoke to someone in the Tech service department.  He told me that the reason the TV box wouldn't work is becasue I did not have a Verizon Router.  I told him that I had my own router and nobody told me that I needed a Verizon router, not the sales rep or the lady at the Verizon store who gave me my TV set top box.  He informed me that TV service will not work with my existing router and I was transferred to someone in Sales again.  They told me that I would have to pay a $12/month fee to rent this router.  

Long story short, I did not want this service anymore as the price was exceeding what I was paying to stream my tv service, so I just wanted them to put me back to just my internet service.  At this point I was told that my bill would be $99 a month for the same service that just the day before I was paying $55 for.  I was told that since I changed my service that my $55 price I was paying no longer existed. So I told the agent to cancel everything.  At this point I was transferred to a Supervisor.  He tried telling me that I would have to pay a $200 some termination fee as well.  After arguing with him for over an hour he told me that he was going to waive the termination fee and cancel all my services.  He knew he did not have a case since my 2 year contract was null and void since I physically could not get TV service without the Verizon Router which was not listed on my contract.  

Now today, my Internet was still on, so I went online and spoke to someone to ensure that my service was being disconnected.  Now I'm being told that my service is still active and that there are no notes indicating to cancel my service.  So I have to call again tomorrow to probably argue another few hours with someone to get my service cancelled without penalty.  I honestly feel like this Supervisor went into my account and deleted every conversation that I have had with Verizon Reps including him, just to try to keep collecting money from me.  There is no record of me calling or speaking with anyone even after talking with probably 5 different reps, not one note from anyone on my account.   I returned my TV set top box yesterday also.  This company does not care about the customer at all!!    

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Moderator Emeritus

Hi RobbyRob,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.