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PLEASE HELP, Customer service misled and deceived long time customer
Sawicki3
Newbie

For the past 4 months we have got nothing but the run around from Verizon Customer Service.  The end of May we set up and transfer of service and install of eithernet cables to our new home.  We were told that the install of such ethernet cables (4) was included in the $150 install fee (versus the 89.99).  Our tech came out and did the install of our tv, internet, phone, and ran 1 ethernet cable to the computer next to the router.  He was able to feed another through a wall that had an existing one already there.  But bc it was not included on the initial work order was unable to run the rest of the ethernet cables.  While the tech was here we tried to call customer support to resolved the issue and were transfered to someone who didn't speak english and was trying to sell us more boxes for the tv and not ethernet, which resulting in the install not being completed as promised (not bc of the tech.  He was very professional and just doing his job).  SInce then we have spent the last 3 months trying to have this install completed.  We have countless hours and notes of conversations with reps who have have created tickets for installation and techs have never shown up (when we would call they have no record of the ticket or it was closed and we have ticket numbers as well as text messages and emails), reps who have told us to not pay our bill until the issues are resolved and credit for the install is applyed (which lead to us receiveing a shut off notice after always paying our bill in a timely manner), disputes filed with not update or other reps saying that there is no record of such disputes.  After all this we were finally able to get a technician to come out and finish the install, or so we thought.  When he showed up he told us that the install was going to cost close to $300, after we have multiple reps saying we will not be charged.  Needless to say the install was neer finished. 

Last week I spent 2 hours on the phone with customer service.  In those 2 hours I was ounced around from rep to rep and no one seemed to really help until the last rep.  Within 10 minutes she clearly understood the issue and seem to actually want to help us resolve what was going on.  After that call we felt confident that we had finally got somewhere and could actually finally breath through this whole process.  2 days ago we received not only a bill that was through the roof but another shut off notice (note that we paid our bill even tho we were advised against it).  Once again I tried to call customer service who proceeded to hang up on me (which seems to be a trend).  Infuriated I started a online chat with a representative.  He says that he was able to credit the account for what was previously not credited, yet we are still not seeing a reflection on our My Verizon Account.  When asked for  corporate phone number he replied that the only phone number he has acess to is the 800 number. 

We are at a lose.  No one wants to help and after years we are honestly about to terminate our service.  We have tried phone calls, emails, and online chats and seem to get no where.  Any helpful advise on where to go from here or phone numbers where we can speak to someone who is corporately involved would be appreciated.  Note we have emails, text messages, chat transcripts, and a notebook full of rep names, dates, times, as well as services promised.  Thank you in advance.

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Re: PLEASE HELP, Customer service misled and deceived long time customer
LawrenceC
Community Manager
Community Manager

Hi Sawicki3,

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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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