Problem with Verizon Sales and Billing

[dragoonlord1984]

Sir/Maam,

BL: I got scammed into buying the Quantum TV package.  I had to pay an extra 50 dollars to upgrade the TV and I wanted the router anyway so now i'm out another 27 dollars because of a (partial change in plan) 4 days after I renewed.  

Called Verizon on the 23rd (approx. 4:00PM EST) to renew my 2 year service agreement with Verizon.  I wanted a Quantum router because we had more devices and was told by the agent that if I added the Quantum TV package that I would get a router.  On the 26th I received the package but received the Advanced Gateway (red) router instead.

When i called Verizon support the tech notified me I received the wrong router and was making an order to send me the correct one and I would receive it by the 28th. Called the 28th and was told by another Verizon support tech that I would get the package by Monday the 30th. Talked to support in chat on the 30th and billing stated that the quantum router was never ordered and that I would not be receiving one. When I wanted to voice a complaint I was told by the billing rep that there was no supervisor on duty and that I "might" get a call from someone in 72 hours.

This is the second time i've been lied via verbal communications with Verizon.  

1. Was told I would receive the quantum router via TV package even though I wanted to purchase straight up.

2. Was told package with new router was on the way, even though there was no tracking number

I enjoy my Verizon service and will continue to use it, i'm just concerned that some processes are being broken and should be addressed to Verizon middle management.

V/r,

Jonathon

[ElizabethS · Accepted solution]

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 in the middle, right at the top 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. 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.