Customer service representatives not returning calls as promised: Request for escalation

Hi there,

I am posting here as I have now not received two promised call-backs from Verizon Fios customer service.  As a long-time customer, I would appreciate if the forum moderator could escalate my case so that a resolution can be reached.

For each of the past two days, I have been promised a call back from a Verizon customer service representative "within one hour" and "within 30 minutes", respectively.  Unfortunately, I have not received a call in either case (the second time was in response to my follow-up phone inquiry about the first lack of callback).

The issue at hand is an installation fee that is currently charged to my account for a transfer of service to a new apartment unit within my building.  Yesterday morning, a first representative set up the installation order, but he said that he did not have the authority to make decisions regarding installation fees.  As such, immediately after placing the order, he transferred me to a second representative to discuss possible waiving of the fee.  The second representative was very helpful and understanding...and quickly offered to waive the fee after seeing that I was a long-time customer, but she explained that the first representative should have entered the order in this way as he actually did have the authority to make such decisions.  She said that she needed to consult with a supervisor to figure out the appropriate process by which to update this order and that she would call me back as soon as possible ("within one hour at the latest").  I never received that call and could not get through on the customer service phone line the rest of the day.  This morning, I called back to inquire about the status of my case and reached a third representative, who, after taking the time to understand the issue and contacting a supervisor, said that the second representative from yesterday would be calling me "within 30 minutes."  I never received this call either, and the phone line is now closed.

At this point, as promised follow-up has now been neglected twice, I no longer have confidence that this issue can be resolved by calling the general customer service phone number.  As a long-time customer, I would appreciate if an appropriate Verizon representative could responsibly resolve this case.  I have been told by all representatives with which I have interacted so far that notes have been added to my account.


Re: Customer service representatives not returning calls as promised: Request for escalation
Contributor - Level 1

Hi leland42,

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.