DSL and FIOS - Verizon can't or won't merge account and keep hanging up on me

[jbyoung6]

                                                                                                                                                                    January 14th 2015

Dear Sir/Madam,
                               We are writing regarding the above accounts which should have been merged upon activation of the FIOS Account on December 8th 2014. (The activation of the FIOS account should have automatically cancelled the DSL Account.. This is what we were told by the Verizon representative)

We have been Verizon customers with DSL Internet Service from approximately May 2001.

In recent years, we have received multiple mailings each month encouraging us to upgrade to FIOS Internet. During the middle part of November 2014, we made enquiries as to what these costs would be. Finally on 11/28/14, we took the plunge and arranged for FIOS Internet to be installed , with the basic TV Package, at an overall monthly cost of $81.98 per month. Please see the attached quotation dated 11/28/14.
On 12/8/14, a tech came to our house and upgraded our DSL Service to FIOS 50/50. A week after activation, we received a surprise package from Verizon. This package contained a NEW Verizon FIOS Router and a letter. This letter stated that the Fios installation tech had installed an incorrect router and that as such, Verizon would be issuing a $15.00 credit to the Fios account for the inconvenience caused. The old router was shipped back to Verizon using the prepaid shipping label provided.
Approximately 10 days ago, we received a call from Verizon stating that we were in default of payment for our FIOS Internet. Note: we have NEVER received a bill for FIOS Internet. Also note that on 11/29, Verizon charged to the credit card held on file for the DSL account a charge of $19.95. There have also been 2 charges applied to the card against the DSL Account for $41.99. These were charged on 11/25/14 and 12/25/14. The auto pay function on the DSL account has since been disabled by a Verizon customer service representative.
Obviously we no longer have DSL and as such we shouldn’t be paying for this service.

Since the initial call from Verizon, Rebecca {edited for privacy} has called Verizon multiple times to try to get the accounts situation resolved. Note: several of these calls have been over an hour in length. On each occasion, she has either been cut off or been told that she will receive a return phone call. She has been advised by Verizon Customer Service that there is an internal problem within Verizon’s system that will not allow you to merge the OLD DSL account with the NEW FIOS account. The Customer Service Rep’s have also advised that this is 100% a Verizon problem and that we ourselves are in no way at fault.

Today ,1/14/15, Rebecca again called to try to resolve the matter. She was advised by the Customer service Rep, Tania in the Finance department, that Sandy, the manager, would call her back before 3:00pm the same day. Once again no return phone call was received.

This situation is now becoming beyond farcical, as Verizon seem either unwilling or unable to rectify the situation.

What needs to happen is the DSL must be deactivated and replaced by the FIOS Service, per the quotation we have attached. This deactivation and activation must take place without interrupting our email address. Note: we paid money to retain this email address.

We also expect to receive some financial credit to the FIOS account for the unnecessary hassle and aggravation that has been caused by Verizon’s in house incompetence and inability in resolving the situation.

We also do not expect to receive further threatening calls about accounts being overdue when a bill has not yet been received.

It is critical that this situation is resolved without further delay.

If we do not achieve a satisfactory solution within the immediate future, we will pursue other avenues to achieve a suitable resolution to the matter.

We look forward to receiving, by return, written confirmation from you that you have resolved the matter.

Yours Sincerely

{edited for privacy}

[LawrenceC]

Hi jbyoung6,

Sorry you are having difficulty with your account. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

[jbyoung6]

Lawrence,

No one from verizon has contacted me yet by any of the means you have mentioned in your reply

[LawrenceC]

Please allow at least 2 business days for a response.