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HORRIBLE CUSTOMER SERVICE
ntzalbt
Newbie

UPON SIGNING UP FOR SERVICE IN JANUARY, I WAS TOLD I WOULD RECEIVE 1 FREE YEAR OF HD DVR SERVICE.  I ALWAYS PAY MY BILL ONLINE SO NEVER CHECKED TO SEE WHAT ALL CHARGES ARE FOR.  LAST MONTH I HAPPENED TO CLICK ON THE "VIEW BILL" LINK TO SEE ALL OF MY CHARGES AND REALIZED THAT I HAD BEEN CHARGED FOR THE HD/DVR SERVICE.  I THEN LOOKED BACK AT PREVIOUS BILLS AND FOUND THAT I HAD ALWAYS BEEN PAYING IT WITH NO CREDIT BACK FROM VERIZON.  I TRIED TO CALL CUSTOMER SERVICE ON SEVERAL OCCASIONS BUT ALWAYS GET THE RUN AROUND, CAN'T GET THROUGH OR GET CUT OFF BEFORE GETTING ANYTHING RESOLVED. 

TODAY AFTER NO LESS THAN FIVE CALLS (FOUR WERE DISCONNECTED) I WAS INFORMED TOLD "YOU'VE BEEN PAYING THIS FEE SINCE JANUARY AND YOU'RE JUST NOW CALLING."  I FEEL IT'S NONE OF THEIR CONCERN WHEN I CAUGHT THEIR MISTAKE, THEY NEED TO HONOR THE ORIGINAL CONTRACT.  ONE REP INFORMED ME SHE COULD SEE WHERE I WAS TO RECEIVE THE DISCOUNT, THE OTHER REP COULDN'T SEE IT AND NEEDED TO ORDER AN INVESTIGATION.  THE SUPERVISOR TOLD ME THE REP WOULD BE ASKING FOR AN EMAIL ADDRESS, PHYSICAL ADDRESS AND "CAN BE REACHED AT" NUMBER.  THE REP ASKED FOR THE EMAIL AND WAS DONE.  I ASKED HER "AREN'T YOU GOING TO TAKE THE ADDRESS AND "CAN BE REACHED NUMBER"?  SHE VERY SARCASTICALLY INFORMED ME SHE HAD THIS INFO ALREADY.  WE ASKED HER TO READ US THE NUMBER SHE HAD ON FILE; OF COURSE IT WAS ONE WE HAD NEVER HEARD.

ALTHOUGH ALWAYS PLEASED WITH THE PACKAGE, I COULD NOT BE LESS SATISIFIED WITH CUSTOMER SERVICE.

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Re: HORRIBLE CUSTOMER SERVICE
ElizabethS
Champion

Sorry you are having difficulty, 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 help you resolve your issue.

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Re: HORRIBLE CUSTOMER SERVICE
ntzalbt
Newbie

We were told they were going to investigate and get back with us in one week. It has now been 18 days, is my business not important? This is ridiculous and I can't believe it is this difficult to get a simple issue as this resolved.

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Re: HORRIBLE CUSTOMER SERVICE
ElizabethS
Champion

Hi ntzalbt

You have received information in your private message box -- > . It is a small gold envelope on the upper right of the screen. Please Read.}

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Re: HORRIBLE CUSTOMER SERVICE
andrea42782
Newbie

verizon has always been quick to issue me credits...no questions asked. if i get a tech that trys to give me the run around...i hang up and call back. I usually have no trouble getting deserved credits. even if my credit was due from months past... sounds like you just spoke with a few "hoity toity" techs that werent willing to help. that sucks. TRY again though...sounds like you are definitly owed a huge credit...call and when a tech answers ask to speak with a supervisor. this usually works for me. good luck!

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Re: HORRIBLE CUSTOMER SERVICE
oldfashioned
Specialist

I have to keep that advice in mind for myself as well.  Thanks for mentioning that.  Sometimes you're better off hanging up and then calling back to speak to someone else because you really do get nowhere when you're trying to speak to someone who doesn't know anything.  And yes, sometimes it's better to get a supervisor.

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