Terrible customer service

I recently upgraded my Fios service internet speed & ordered an extender to help improve the signal in the upstairs of my house. I was charged immediately for my new extender & for shipping by Verizon and waited several days for a shipment notification but rec’d none via email or any other means.

So I decided to contact customer service to find out what happened & was told that my extender was never ordered so they would order it now & send me a confirmation. I thought the matter was resolved but after waiting several more days & getting nothing from Verizon - no confirm, no device delivered, I decided to try chat & got connected to Linda , who never introduced herself & only gave me her name after things went very bad & I specifically asked for it. Long story short I found out my extender was sent out - to some unknown address in NY, I live in PA. After telling Linda that I wanted it resent to my correct address she told me she couldn’t do that & an investigation will be opened for this to resolve things. I said how does that work & how will I be kept informed- she explained that “ Tier 2 “ is working on this now, whatever that means & that all I had to do was wait - yes WAIT WITH ZERO COMMUNICATIONS FROM VERIZON ON RESOLUTION. 

so now 4 days later I am still WAITING & have heard nothing while my bill for this extender is due now & yes Verizon told me I couldn’t cancel my order until after the investigation is over. So I have to pay for something I never rec’d & can’t cancel - now that’s a great customer experience for a customer of Verizon that’s been using their services for over 15 years.

I decided to post this as I wanted to share my experiences & my total frustration with this company. My issue is still unresolved, no one has contacted me & Linda & Tier 2 support think this process is just fine.

simply amazes me ……

Re: Terrible customer service

Hi 1795frd,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.