How to contact customer service to file a complaint
penguin788
Enthusiast - Level 1

Is there an email address that we can send general complaints about FIOS service?  Some place to vent frustrations?  Complaints like being on hold for a minimum of 20 minutes (if you're lucky - I've been on hold for up to 3 hours waiting for technical support, average is 40 minutes), internet cutting in and out, loss of service because they decide your equipment is too old and you have to buy a newer model tv/computer/phone/etc., sending advertisements with deals that provide twice the service I'm getting at half the cost but I can't do anything because I'm stuck with 11 months on my contract.  The technicians usually are wonderful people and very helpful - it's just spending hours on the phone waiting for them that is frustrating. I am usually so angry by the time they answer that I start the conversation by apologizing for being crabby and that I know it's not their fault but that I'm on the verge of bursting a blood vessel. 

All I want is an email address where I can vent - I know verizon will probably send it straight to the trash file but it would make me feel better. I'm even considering switching to Xfinity, even though they have a terrible reputation for customer service and their products are not as good. I'm just so fed up with verizon that I'm counting the days until I'm free of my contract.

32 Replies
kh-gary
Moderator Emeritus

Hi penguin788,

Please be aware that this a forum where users help other users. If you wish to speak with a Verizon representative about your issue, then please visit our Support page for a variety of ways to contact Verizon, including "Ask Verizon," our virtual chat agent, and customer support phone numbers. For billing questions, please contact Verizon during normal business hours.

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mcfordesq
Enthusiast - Level 1

Tried to do that no avail. Please do not pretend that you have online services available that do not really exist. 

leylarubio
Enthusiast - Level 1

I can beleive there is no email to complaint about the rep comments.  I was shocked to find out my records said i am only a customer for 10 years orginally is more than 24 years.  As a customer where i can get my information.

jah12
Enthusiast - Level 1

Thank you.  I have had the same problem.  Virtual agent is a joke, it just routes to sales of other products.  There is no real service through verizon or this site.

leylarubio
Enthusiast - Level 1

I r=tried for the past hour and it does not help there should be a direct line.  If i work there I probably wouldn't transfer lilke it happen to me today unable to complain.  Once my contracts terminates deffinitely discontinue this service.  NOt worth  the Headache,

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CRobGauth
Community Leader
Community Leader

Try contacting them via twitter.

I have found them to be quite helpful.

And typically respond relatively quickly.

They will give you a few things to try at first.

If you need additional assitance, they can open up a private chat.

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Frustrated82
Enthusiast - Level 1

Third try with tech support and back to customer service and back to tech support. Online help was useless and for trying to accomplish something simple.  One hour and 20 minutes on the phone and counting for an extender(s) that Verizon should pay for after selling me a Quantum router that would cover the whole house - terrible and waiting to move on!  If I extend my contract they will give me one free...LOL...not after this has been going on for almost a year. Frustrated!

KAL55
Newbie

Hey it looks like we have the same issue/complaint! Did you ever have success in getting a free extender? If so how did you go about it?

Thanks!

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ggl1
Newbie

So you tell us to go to the Support Page.  That is not helpful for a general complaint.  It takes you on a do-loop of specific issues that are not related to making a GENERAL COMPLAINT!  How do we get Verizon managment to actually listen to us.  Although I have been happy with your service, that is changing, and, you have gotten so expensive myself, and more of my friends and neighbors are looking for other options. My number one complaint at the moment is email.  I have stayed with Verizon a number of years and signed with you with email as part of that package.  Now you dump us with AOL.  I feel I pay you, not AOL, nor should I have to pay AOL for tech support.  You did not lower the bill to take out no longer supporting us with email and the tech support with that email.  I feel I am still paying you for that support and therefore you should have ensured AOL provided us Verizon customers WHO PAY YOU for the support.  Again, if you no longer provide that support, why did you not lower our bill accordingling.  AOL charges $4.99 a month.  You should either pay that, or lower our bills accordingly!!!  And I realize this is just a Forum.  How the heck to I reach Verizon DIRECTLY to make this complaint!

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jonjones1
Legend

@ggl wrote:

So you tell us to go to the Support Page.  That is not helpful for a general complaint.  It takes you on a do-loop of specific issues that are not related to making a GENERAL COMPLAINT!  How do we get Verizon managment to actually listen to us.  Although I have been happy with your service, that is changing, and, you have gotten so expensive myself, and more of my friends and neighbors are looking for other options. My number one complaint at the moment is email.  I have stayed with Verizon a number of years and signed with you with email as part of that package.  Now you dump us with AOL.  I feel I pay you, not AOL, nor should I have to pay AOL for tech support.  You did not lower the bill to take out no longer supporting us with email and the tech support with that email.  I feel I am still paying you for that support and therefore you should have ensured AOL provided us Verizon customers WHO PAY YOU for the support.  Again, if you no longer provide that support, why did you not lower our bill accordingling.  AOL charges $4.99 a month.  You should either pay that, or lower our bills accordingly!!!  And I realize this is just a Forum.  How the heck to I reach Verizon DIRECTLY to make this complaint!


I am just going to point out that Verizon owns AOL Mail and Yahoo Mail so you were just transitioned over. Nothing more. It was again transitioned not taken away.

the number to address your issues is 1-800-VERIZON 

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Rock2014
Newbie

I actually got an address (In Trenton NJ) to send a complaint letter.  Needless to say I never heard a thing.

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11111114
Newbie

I called (not mention how long I wait), and chatted online by inquiring why my FiOS bill keep incresing in last five months since June, 2017, by each month, albeit that I was promised by Verizon that the price is fixed during the contract period.  The agent points out the Verizon surcharge is increasing while the bundle price still has no change. She knew I pay one bill, and told me Verizon is not charity organization several times, meanwhile try to sell me new contract with $15 more per month by locking me in next two years with the same service.  Both agents on phone and online chat show more energy to sell product or insult complaints, instead of resolve and report the issue.  I'm a many years Verizon customer for both FiOS and wireless phone, and paid my bill every month for more than ten years.  I believe I have rights to know why my bill is increasing every month, not just a single word of government tax. As a matter of fact, many items listed in Surcharges, not looks like taxes or government related. I wish I would get a satisfactory answer ....

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Cherisseg02
Newbie

I just spoke to one of the most rudest representative and the worst customer service I have ever revmcjevwd in my life. The guy actually hanged up on my face when I was just trying to get answer as to why my 2 year contract was reniwed without my consent. I will refer everyone I know in how poorly verizion treats their long term customers. 

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MrMatthew1
Contributor - Level 1

Hi Cherisseg02,

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.

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Fioscust3more
Enthusiast - Level 1

On February 2, 2017 Verizon FIOS and Myself entered into a 2 years Contract. The contract stipulate that my price, my entertainment packages will remain the same. This conversation was confirmed by emailed dated Feb 8, 2017 that Verizon sent to me.  Well that’s not the case now.

My last month bills was increase by $54. I called customer service on Dec 5 and  the rep and supervisor review the contract and still refuse to honor the contract. They say they will release me from the contract because they can’t honor the contract. I imagined, if it was me on the other side Verizon would slapped me with all kinds of fine. 

My question is why Verizon is refuse to honor the contract they signed with me. 

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LawrenceC
Moderator Emeritus

Hi Fioscust3more,

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.

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jonjones1
Legend

http://www3.dps.ny.gov/ocs/itgate.nsf/(webDPS_welcome)?OpenForm

I am assuming Astoria Queens, NY?

contact th3 Public Service Commission via phone or online complaint and include your contract for service and a recent invoice for the illegal increase.

this state agency will nail them to the wall. 

And yes if you violated your commitment they would hit you with early termination fees and last months charges etc. contact this agency today. Provide proof and you will prevail.

Fios connects in NYC are under contractual obligations on Verizon there is also a local office in NYC that will hit them with fines and penalties. Contact city hall.

Good Luck

Christy51
Newbie

We had the worst customer service today. I spoke with 3 different customer service agents, repeatedly asked for a supervisor on my last call but was not transferred to one. I am military and moving, we requested service to be shut off and Verizon turned us off 2 days early. When I called in I was told there was a technical problem then I was told it was shut off early. They wanted me to get new service for 2 days, another credit check and to pay a connection fee to have service for 2 days. I am extremely disappointed with the service I received today. I will not be recommend Fios to anyone new in this area and we will never use Fios again. 

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SINYFIOS
Newbie

NO WIN SITUATION! Wasted 2h calling to Verizon about service and to file official complaint!

Having ongoing daily service interruptions with Verizon Fios internet service.

Customer support – NO HELP!

Technical Support – NO HELP!

Appointment with Technician – NEVER showed up or Called!

NO WAY TO OPET OFFICIAL COMPLAINT!

After paying for Verizon services for 7+ years - > Leave me no choice to cancel and get optimum online/spectrum

And file official complaint with NYC Consumer Affairs department and BBB.

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jonjones1
Legend

@SINYFIOS wrote:

NO WIN SITUATION! Wasted 2h calling to Verizon about service and to file official complaint!

Having ongoing daily service interruptions with Verizon Fios internet service.

Customer support – NO HELP!

Technical Support – NO HELP!

Appointment with Technician – NEVER showed up or Called!

NO WAY TO OPET OFFICIAL COMPLAINT!

After paying for Verizon services for 7+ years - > Leave me no choice to cancel and get optimum online/spectrum

And file official complaint with NYC Consumer Affairs department and BBB.


You can go here since you are in NY state. http://www.dps.ny.gov and either call the toll free number or file an online complaint. Calling is faster. They will contact Verizon escalations who will call the phone number you give the NYS Public Service Commission. So be available to receive the call back. They are very good.

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