need to speak with customer service executive


  I just finished talking to customer service over the phone for 2 hours, and no results.  So I am trying here.

  Mid August I wanted to get nfl redzone, so I called customer service and they said I needed to upgrade my package.  I was not interested in getting a new package, but the agent said it will end up costing less because he said I was paying too much before.  So I agreed.  My original Bill was $313.10 including verizon wireless.  The bill for this month came to $374.14.  So it did not come to less, but $61 more.   

  Today I called customer service to talk about what happen.  After being on hold serveral times (around a hour total).  The agent insisted it was Verizon Wireless that increased the bill and not fios.  She said she will talk to Verizon Wireless with me.  After being on hold for another 30 minutes, I believe she accidently (and I hope accidently) disconnected me and connected me directly to Verizon Wireless.  Verizon Wireless did not have the solution (as it had nothing to do with them), and tried to connect me to Tech Support, also no solution.  I asked for number to call to get the answer, and they gave me the original number, there was no way I was going to call that again.  The process took around 2 hours.

  After doing research on the bill, I believe I see where the problem is.  Note, my bill is combined into one (Fios and Wireless).   The original guy I talked to in August said it would not cost anymore by upgrading the package.


My bill before the change in August looks like this:

Quad Play:                       150

     FIOS Voice                    30

     Fios TV                          50

     Internet                          20

     Wireless Share-700   50

Multi-room                      53.99  

Verizon Wireless              74.97

Total        278.96


My bill after change:

TriplePlay:                       129.99

     FIOS Voice                    30

     Fios TV                          64.99

     Internet                          35

Multi-room                      53.99  

Verizon Wirelss              124.97

Total        310.94

As you can see, the original guy said I would be paying less, but that was not the case.  And btw, not only was my monthly bill higher, I was charged another $20 for Partial month service change!!!

  The problem is with a Fios increase,  the wireless has always been 124, it was just separated in the original bill (50 and 74).

Anyway, I am very very very unhappy with how much time was wasted, and the fact that there was no solution, and the fact  that my bill is higher, and the fact that I need to post here.          Can you please have an Executive customer service call me; otherwise, I think its time to move on.


Re: need to speak with customer service executive
Khoros Partner
Khoros Partner

Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.

Re: need to speak with customer service executive
Customer Service Rep

rpmurphy we haven't heard from you regarding how everything went with our specialist and are closing your Private Support Case. If you have any future questions please feel free to create a new post and we will be happy to address your concerns.  


Re: need to speak with customer service executive
Moderator Emeritus

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