I got service may 2024 and have now had it for year when I decided to cancel on may 2025. I decided to cancel because my internet service went out every single day. I literally had to unplug the device and re plug it all for all my security cameras to go down EVERYDAY! I complained about this and Verizon said they have no record. I even went in the store to see what I could do. After a year of that I was over it. To be honest my cell service is terrible too. I have a work phone as well that I made sure to keep as ATT and never have service issues. My cell service goes out all the time at my house causing calls to go straight to voice mail even though “I have service”.
After a full year I was over it. So I called to cancel may 2025. I cancelled the service. I was going to switch to frontier. As I was trying to set up my new internet I realized I needed to get a tech out. So I called Verizon to see if just for that day they can reinstate my service so at least I could work the rest of the day. They couldn’t do that shocker!! So after calling a rep trying to get this restored for over an 1 hr, in the middle of the call it somehow got transferred to this random new lady rep. I had to re explain the whole situation and told her the guy said I needed to go to a Verizon store to pick up a new internet system to re start my service. I explained to her my frustrations again.. She said if I kept the service and didn’t switch that she would credit me the full year. So that’s $35 x 12= $420.00. She said they also had a new box that is better. Anyways I thought that was really good customer service so I decided to stay with Verizon. The lady stayed with me on the phone from when I left my house till I got to the store and the employees there got my new box and confirmed everything was good. That is going above and beyond or so I thought. (Apparently the promise she made was a farce and she never submitted for the credit or wrote it down in notes) why would you stay on the phone with me for hours only to lie and make false promises?!
fast forward to June and now July and I have not seen that credit! I have called 4x and spent now numerous wasted hours on the phone for every rep to say that I will get it and then nothing happens. Today I called in and the lady said there has been no notes made of this and no escalation to get this resolved. She also said there were no attempts made in that year about my internet which is false!
why in the world and you can clearly see the facts would I cancel and then restart the service in the same day and keep it? It wasn’t for any reason other than I was promised that credit which I still have yet to receive. No manager has gotten involved and no rep has tried to clearly help me even though they say they do and don’t. This is literally the worst customer service I have ever experienced and completely un professional! I have wasted so many hours talking to customer service to achieve nothing. .
I have been nice and patient with this matter and have given Verizon a chance. Frontier has fiber optic and so does ATT. I can bundle all my service with ATT too. After today and the rep telling me no one that I have spoken has done anything, no notes were written down, and they always seem to never know any history even though they have access to all the records, I am fed up and done. It’s really a shame that customer service doesn’t take things seriously and can’t even take proper notes.
I think that this poor customer service, terrible cell service, faulty internet, and the lack of caring has led me to just have to switch service providers. I really wanted this all to work out and had high hopes, but have just been let down time and time again when all I wanted was WHAT WAS PROMISED AND I WOULDVE BEEN HAPPY AND KEPT THE SERVICE! It wasn’t my idea to credit me back the year! It was the rep! Let me be clear I did not want a refund, I wanted credit back to my account just to be used on my bills. I actually think that’s fair trade and it goes right back to the company bc I was agreeing to keep on using them!
