COMPLAINT astonishing lack of customer service when account was mistakenly discontinued

I called Verizon Fios yesterday to let them know I'd be moving within the same city and would like to transfer my Fios. After 40 minutes, I was told my bill would be going up over $40 dollars and that there would be an 11 day wait to get a tech to install. I understand the strike situation, but would rather not wait that long and got a better rate elsewhere.

I then requested my services be cancelled on June 17, when I move. I repeatedly said I'd like Fios service until June 17 and confirmed with the representative that I would have service until then. A few minutes after I got off the phone I got an email saying my services were cancelled immediately, again, not what I explicity requested. I immediately got on the phone and tried to fix it. Long story short, I kept being put on hold, disconnected, and transferred for hours.

I finally spoke to someone helpful last night. I would like to provide her name in a confidential manner, so she can be credited at least.

Anyway, I started a chat today, to check on the status. I have spent over 4.5 hours on the phone and on chat trying to resolve this and I just keep getting passed from person to person and nothing gets done. The lack of accountability is astounding. I've chatted with over 5 people (at this point I can't keep track) and each ones just say, " I can't help, I'll transfer you to billing." They billing department say they can't help and I get transferred and the cycle continues over and over again.

This is the worst customer service I've encountered. In my business if you make a mistake, you fix it. UPDATE: chat lasted an hour and I was just told repeatedly I can't be of any help call the same nubmer you futilely called for hours last night. Here is the chat ID

Chat ID for this session is {edited for privacy}. (11:39:50)

Re: COMPLAINT astonishing lack of customer service when account was mistakenly discontinued
Moderator Emeritus

Hi bc78,

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.

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