I want to preface this post with the fact that I have been a Verizon customer for over 15 years. On 8/27/24, I made an online order through my account page through Verizon's webpage. I did this while chatting with a Verizon agent along the way who confirmed the questions that I had about my order. Immediately upon confirming and placing order, I received an order number along with a detailed summary of my order. I took screenshots of all of this information. This order consisted of upgrading my Internet speed to 1G for a $79.99 along with the NFL Sunday ticket for the 2024-25 season along with some other changes to my plan. It also scheduled a home visit from a technician to upgrade ONT box and install newest router. When I didnt receive a Verizon email confirmation by the next morning, I contacted Verizon chat to help. This is where the nightmare of customer service began. I explained what I did the previous day and gave them my order number with a detailed explanation of what I specifically ordered and the time of the order. They said that they dont have an order number attached to my account. I told them I have screenshots of the order number and order summary. They didnt care. After being in the chat with an agent for over an hour and just being strung along with assurances of "I'm checking on it" and "we'll take care of your concerns", the agent eventually said that not only do they not have the order but that they will not honor the order with no explanation why. Instead, he offered a $20 higher rate for the internet speed that I ordered and said that I can no longer get the NFL Sunday ticket as a promotion even though I made the order less than 24 hours before and the promo was still being offered. I found it all to be unacceptable and asked to speak or chat to a supervisor. The chat agent said that they could not do that. I attempted to call Verizon at a provided number but that was not successful either. I don't see anywhere to file a complaint or dispute with Verizon on their site.
I'm hoping that someone from Verizon reads this and can help or a member can post a suggestion about filing a complaint. This has caused me to consider switching providers after being a loyal customer for 15+ years.
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