Fios's Inept Billing Support

[kamapet]

Why is there no way to reach support other than calling and waiting 45m every time? Every path to "Contact Us" on your site leads to a FAQ or this Forum, no way to actually contact you.

I have a simple billing issue that I've called twice about. I don't want to wait on hold to talk to yet another person who can't completely solve it.

Verizon billed me for a router which I did not need or accept during the install. The first agent failed completely to remove the charge. The second agent got the charge removed but not the $13.31 in sales tax for the router, which of course I'm not going to pay. Is anyone from verizon on these boards? Can you fix this to spare me wasting another hour of my time?

Even in an era of poor customer service, this experience is *exceptionally* bad.

[kh-gary]

Hi kamapet,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.