In March 2020, our house was destroyed by fire. After the incident, all utilities were notified of the fire and advised that renovation would take a year or more. Verizon placed our account under temporary suspension, and I had to pay a $30.00 fee each month to maintain my account. I knew at the time and advised the representative that the renovation would take longer than 9 months. Nonetheless, my account was placed on suspension, and we were billed monthly for the maintenance service. The renovation is still ongoing and is not expected to be completed until the Spring 2023. I called today after receiving a letter yesterday from Verizon stating that the suspension will terminate on October 3, 2022. Initially when I called, the representative could not locate my account. The letter sent to me did not reference an account number. After several minutes speaking with a very contentious lady, she located my account and advised me that suspenion could not be extended because the maxium period had been reached. My first complaint is, why was my account was placed on a 9-month suspension when I advised the Verizon that the renovation would take longer that a year. We have little to no control over the reconstruction. In today post COVID environment, contractors are understandably confronted with workers and material availability, which reasonable people and businesses seem to understand. I find it somewhat incredible to believe that Verizon can not or will not accept this reasoning. All the other utility companies appear to accept and understand that it would take longer than 9-month to demolish and rebuild a large three story house. I was assessed a monthly fee ($30.00) for account maintenance retention just to be told later by a rude assistance that the account had exceeded the maixum period.
Remenies sought - extend my account retention or refund all monies paid. I would also request that the representative I spoke with today (09/27/22) at 10:00 am be provided more customer service training, she is too rigid and display little empathy to a long time customer who has experienced a trajic life incdent. Lastly, Verizon's complaint resolution process needs to be revised. I am not sure if this complaint is being routed to Verizon executives for review or just community posting.
We definitely appreciate your loyalty and we're sorry for all you have had to go through over the last couple of years and would love to get to the bottom of any solutions. This is a community forum but our employees do watch it for issues too and we're glad to help when we can. What services do you have with Verizon?