Verizon has the most abysmal customer service that I've ever experienced and their lack of competency is affecting me moving into my new apartment. I created an account over 2 weeks ago to have Fios set up at my new apartment. I was given a date for a technician to come on 7/31 to set it up and no one came. I spoke to a customer representative named Todd that did some digging and noted that it was due to my account having a hold on it. After further investigation, he said it was due to the credit clearance. Initially, I had my credit accounts frozen, and had to unfreeze to set up the account. I had unfrozen them, and been approved by Verizon's credit department over the phone, but for whatever reason, my account hold was never lifted. Todd called the credit department to verify, and surely enough they said I had been approved. We had plans to speak again, as he was going to escalate this to get my account hold lifted and set up a new date for a technician to come, but I was unable to take his callback and have not been able to get in contact with him since. He was the only representative that had a full understanding of my situation.
I have not spoken to a competent representative since. I spoke with Isaac today who's only solution was to create an entire new account and go through the entire process all over again from the beginning, including unfreezing my credit yet again. However, Todd was willing to find other solutions to get a technician over to my apartment. Because of this whole situation, my apartment does not have wifi. I have tried calling again several times and have been put on hold for over an hour. My cellular network does not even work in my apartment, and my phone calls and texts do not come in, so I desperately need Fios installed. This is my first time using Verizon, and it has been the worst experience I've ever had. Does anyone know how to escalate issues with Verizon or who I can speak to to get this resolved? Thanks in advance.
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