Billing and customer service complaint

Frusted customer:  I signed for Triple play service.      I was not sure about the phone service so called the customer service and they told me that as a part of triple play I could make call to few international countries including India with no additional cost.   However when I received the phone bill, the additional charges were included for my calls.      I called again to customer service to get it reoslved and I was told that there was no record about it and they can not resolve it and the issue can not be escalated aby further.    The supervisor was rude and unwilling to resolve the issue.  I was surprised to see such a poor customer service fromsuch a large reputed organization.     I need to understand how are these tyoes of issues are escalated and resolved.   

1 Reply
Moderator Emeritus

Hi reality11,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.