Customer Service

Today was a very frustrating! I called Verizon Fios to reduce services to save money. The first customer service agent said with removing telephone and switching the TV package she could save us less than $60 a month. I then said really? No other options? She then said $117.00 including taxes for essentials TV package and internet. She sent the conformation form (this was after 40 minutes on the phone) I checked the package and saw the internet package was incorrect and she sent another conformation email but I did not see she changed the TV package in the second email. The ONLY channel I asked for was NICK JR…she gave us the Local TV package and removed the DVR package. I did not know that was removed. I then called back to remedy the situation…the new customer service agent said that was an error and I could not get that price with Essentials TV package. I asked to speak to a Supervisor and I was told none were available after 15-20 minutes on hold she came back and said the Supervisor said it’s not possible to have that price but no Supervisor spoke to me. I asked her to put my service back to the original packages and I would call to cancel as soon as I set up Optimum. By switching to Optimum we can save almost $100 a month, increase our internet speed and have more channels than the Essentials package. To top it off I just received an email from Verizon saying this month’s bill is $245.09 and next month is $333.35 for the same services I was receiving at $269.00 a month!

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Re: Customer Service
Contributor - Level 2

Hi goo83se,

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.