Trying to resolve a change in my TV service which I never authorized.
Buggy4
Enthusiast - Level 1

Hello,

I have been trying to resolve a change in my TV service which I never authorized.

I simply needed to only switch out a box top which resulted in accidental multiple canceled orders, numerous conversations with Reps and Supervisors, inconsistent information, countless hours on the phone and much frustration. 

I asked multiple times where I can go for escalation and each time was given the runaround. 

 It is still not resolved and need help on where to go from here.  

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Re: Trying to resolve a change in my TV service which I never authorized.
KH-OrnEsh
Moderator Emeritus

Hi @Buggy4 

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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Re: Trying to resolve a change in my TV service which I never authorized.
Buggy4
Enthusiast - Level 1

Every time I ask for an escalation department, I am re-directed to the general 800 number and the cycle starts again.

What happened - I merely wanted to exchange one box top no longer working for a new one.  When I called Verizon , they said I had to change all three of mine.  I spoke with several Reps as they were not able to process the exchange order.    Finally they did and I went to the store only to be told that the order was canceled.  So we had to call them all over again while we were at the store and speak to several more Reps until they understood that I was exchanging box tops.  Absolutely, no change in service was discussed, I simply did an exchange.

That day I put in the new boxes and I noticed channels were missing.   When I called Customer Service to rectify the missing channels, they informed me that they see an order to cancel my internet.  What!!   I had never asked for such thing.  The Rep said good thing I called as my internet was going to turn off shortly.  I finally asked for a Supervisor who assured me that he would help get my old channel package back at my existing price as it was switched in error.   He also recognized that the Reps who helped me previously needed further training.   He also promised to call me the next day.

No call came and when I called the following day to try and reach the same Supervisor, he was unreachable.  Another  Rep tried to resolve my problem, who then sent me to another Rep ,who sent me to a Supervisor.   This Supervisor was not helpful in  resolution.

I now  noticed that more channels are missing and my bill has gone up.  What!!   I never asked for my service to change and was assured my rate was the same.

I have spent countless hours speaking to countless Reps, the story changes each time and I am getting lied to, and am getting the run around and re-directed to the same Customer Service number where I have to go through this all over again.

Can anyone recommend an escalation number that I can reach out to?

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Re: Customer Complaint - How to Escalate
vzw_customer_support
Customer Service Rep

Hi there, Buggy4! We never want our customers to feel this way at all! Please send us a Private Message to our Verizon FIOS Facebook page, or send us a DM to our Twitter page @Verizonsupport, so we can assist you in making sure you have the right TV package! We hope to be hearing from you soon.

*Tyler

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