How do I get someone in billing/customer service to help me??

[rs1204]

My cable and internet was down for many weeks (due to incompetence on the part of Verizon, who sent us incorrect equipment multiple times and incompetent technicians who ate up multiple days of my time) and despite assurances at the time that I would receive pro-rated credit for the outages, when I called to inquire about this I received a rude customer service agent who said I would get only $3!!! By my calculation I am entitled to at least $55 for lack of service (and that's before taxes and fees). When I ask to speak to a supervisor, I was told the wait was too long and I would be called back (never happened). I'm being offered $900 by Time Warner to switch from Verizon and I am very close to doing so given the abysmal customer service I have received. 

Does anyone know of a way to speak to a competent person regarding billing? I don't want to go through the hassle of changing to Time Warner but I am so incredibly frustrated with the treatment I've received that I am contemplating reporting Verizon to the BBB and switching to TWC....

[LawrenceC]

Hi rs1204,

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 look at the top of the middle column 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. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.