Disgusted with Service
Enthusiast - Level 1

So my girlfriend and I are shopping around for new service. We see a bundle for Directv, Phone and internet. So we discuss the cost savings and decide to sign up and get rid of our Time Warner Cable. Well this was the worst mistake of our lives.

After trying to do it online and not being able to process it because the credit card boxes wouldn't even show up. So she decides to call and speak to someone about it. That person proceeds to tell her to do it 4 times over online (Never once offering to help her setup out service. Then finally the Directv service gets install only thing we have to do is pay for the shipping for the new DSL modem. Well the rep after 1.5 hours finally says let me try to process it. He proceeds to process her credit card 7 times for $21.19 for shipping. Then tells my girlfriend that he can't do anything about the charges and will have to call her back the next night at 6:30PM. No call of course.

So then she calls back to Verizon and explained the situation. They proceed to charge her credit card 3 more times after saying she was getting free shipping for all the trouble she has been through. After all of this back and forth she tries to finish up setting up the service. The verizon setup the service to have a tech bring the modem and everything to setup the service. Now mind you Directv took all of 5 mins to fully setup and have an install date. We set Verizon to be installed the same day since I work from home and must have phone and internet to do so. 

Tuesday comes. Directv shows up just as they are supposed to. They guy installs our service without and issue. No verizon. Nobody showed up between 8-12 as they were supposed too. So my girlfriend calls Verizon. Rep tells her that nobody will be installing your service for 7-10 business days and nobody was ever scheduled for an install. So now I have to keep Time Warner service for atleast 7-10 days. We decide after 12 phone calls, 9 hours on the phone and countless lies that we just need to cut our losses with Verizon.

My girlfriend calls up and talks to a retention specialist. This girl couldn't careless. She was in the I don't care department vs retention. She jus makes zero attempt to fix anything and with an attitude cancels the service. Now we are stuck paying a higher bill then ever because, we are stuck with Directv and Time Warner because Verizon reps lie and don't care one bit about customers. You would think they would try a bit harder especially if its a new customer. 

Now after cancelling the service we are trying cancel the TV service and our account is frozen at Time Warner because Verizon won't release our number. We have called countless times to get them to do this. 

I will never ever every purchase a service through verizon ever again. Horrible customer service. Horrible reps. Nothing but lies and promises to get you off the phone. 

Re: Disgusted with Service
Champion - Level 1

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 in the middle, right at the top 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.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.