Filing a complaint on inconsistent advice by agents

[ykk1]

I am looking for a venue to file a complaint on inconsistent advice received from two verizon agents.

Last month, I cancelled the Fios internet service over the phone, during which I was told that the charges would be prorated for mid-month cancellations and I cancelled the service immediately. 

However, I received a bill for the entire month, at which time I chatted with an agent on myVerizon and was informed that the charges are not prorated as per policy for internet services, but that s/he would exceptionally prorate the charge because I was led to believe so through the phone agent. I was guided to call 1-800-837-4966 with an issue ID provided, who could process it. I asked whether I would have to renegotiate when I call, and was assured that I would only need to give the issue ID and it would be processed.

So I called the number and (finally) talked to an agent, who said that it could not be prorated, and dismissed the commitment of the chat agent, saying that s/he had no such authority and not even bothering to check the issue ID.

While I understand now that the charges are not prorated, I feel misled by the earlier advice by the two agents, and wasted a few hours trying to get through. I believe that agents should be responsible for their explanation or the solutions they provide over the chat, or the chat is not worth the time.

I would appreciate any advice as to how I can file a complaint on my case and the agents involved. Thank you in advance.

[jonjones1]

Start here https://www.verizon.com/about/our-company/executive-bios

they will have executive escalations call you back.

go to http://www.fcc.gov and file and online complaint. Also hit them with http://www.bbb.org and in addition contact your states Public Utilities Commission or Public Service Commission or Department of Financial Security in your state via a google search. They regulate verizon. If in NY the complaint also gets verizon fined due to poor service issues.

[ykk1]

Thank you for your response and your advice is highly appreciated.

It is sad that there is no avenue for filing complaints other than appealing to third parties or executives... I will consider which way to pursue. 

[gs0b]

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@ykk wrote:

It is sad that there is no avenue for filing complaints other than appealing to third parties or executives... I will consider which way to pursue. 

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Welcome to the forums.  You're talking mostly to other customers here.

When I see people talk about "filing complaints," I find they generally fall into two categories:

• A desire to document a dissatisfying event in an effort to make others aware of the problem.  Finding a resolution is not the goal; the impacted party simply wants to make the even know.  Often this is intended to warn potential customers.
• A desire to escalate an issue as the standard support channels haven't provided an acceptable resolution.

Sometimes, these two are combined.

In your case, it appears you want to get a resolution to your problem.  Different companies have different channels for customers to escalate issues.  In Verizon's case, it's the executive appeals process. Their VP of Consumer affairs has a dedicated staff for dealing with customer issues that haven't been resolved through normal channels.

You can also try Verizon's social media support team.  You can reach them through @Verizonsupport on Twitter or https://www.dslreports.com/forum/vzdirect.  Pick based on if you prefer to tweet or post.  That said, the executive appeals process makes more sense given your history.

If you fall squarely into the 1st bullet, then you've achieved the goal of documenting the issue for all who visit this site to see.

[jonjones1]

They are simply guidelines. 
when dealing internally with any company (Verizon in this case) you have to ask yourself if trying to get a resolution without being shined on, or lied to, or promised not kept to keep you at bay is worth it?

outside parties like state and federal agencies have the right to force a amicable outcome. In New York just filing a complaint against verizon in any capacity starts a fine procedure. It then becomes easier to deal with them and many thousands have gone this route.

now the second avenue of using the complain to customer relations may also work, but you are again trusting them to do what they promised. It’s up to the customer.

the other avenues of cancellation of your service and going elsewhere is also a powerful tool to use. But again some folks don’t have alternate providers like cable, again something to think about.

best of luck to you.