Has anyone else had a nightmare experience with Verizon Customer Service? I ended FIOS service at the end of May, and followed the directions on returning the router. You're provided the option to return it to a Verizon store. I did just that in the allotted time, and was provided a printed receipt from the associate. No other information provided. Then, I start getting notifications from Verizon about being billed for unreturned equipment. I proceed to speak with an agent and he reassures me it not an issue that I won't be charged. Another month passes, and all of a sudden I'm getting billed for the equipment. I speak to a live agent, he for some reason can't even identify in the system I've returned the equipment. He gets it confirmed by my paper receipt (thank god I kept it!) and all seems resolved. Honestly, kind of crazy that returning equipment in the store doesn't get provided to them in the system for some reason? Anyways, he provides me a chat reference ID and tells me everything I've provided is confirmed, and I will be getting a refund by August 20th. No notes, no emails, and I STILL get charged for the unreturned equipment! I contact an agent AGAIN. I have to go through the whole ENTIRE conversation over again, even though I provided him the last chat to reference. I'm still being asked to provide all the information AGAIN. He has to go get it confirmed AGAIN. So none of my last conversation with an agent was actioned, so it was a lie. I was never getting a refund . Also, I was told I'd get a refund by a certain date and then the next agent says I have to wait for a final bill and can only be paid through a prepaid card. I was receiving conflicting information. Now, I'm going to be sent a prepaid card...in 45-60 DAYS.
Also, I returned my equipment in June and we're now at the end of August.
I really loved having FIOS service, but I'm so completely frustrated by this exchange that I don't think I can ever use them again.
Start a new topic or ask questions in the open forum.
