In June of 2018 we upgraded our internet to gigabit on a special. All year have been having problems finally discovered in May 2019 they never did the upgrade despite saying they did. In late June customer service agrees to credit ~400+ to make it right. Was promised a call back on July 4. The purpose of the callback was to confirm the credit has been processed and to give us a great deal on gigabit moving forward (that we’ve been paying for all along but not receiving). We never received a call back. We placed a call two days ago that again verified the credit amount but needed supervisors approval in system. After on hold at length we were told a supervisor would call back in 30 minutes. Again no call. Today after another lengthy conversation and hold time with an attendant were transferred to an “escalation supervisor” basically calls us liars about the credit and says they refuse to do that, and says since it was a special and there was little difference in price they aren’t going to do anything. Calls back to offer $10.00 a month credit instead. Doesn’t care what anybody said and says he won’t do it. So basically the supervisor renegs on Verizon’s promise. This person doesn’t care we didn’t receive the service and tells us how much work it’s going to be for him to fix things. Absolutely furious at Verizon. He refuses to transfer his us to a team leader. This supervisor should work in the accounting office, not customer service. Appealing to Verizon upper management to stick to your promises and fulfill your customer satisfaction pledge.
*** OF EVEN BIGGER CONCERN ***
Our internet cuts out constantly it affects our video calls and Telehealth appointments from home business.
We’ve been told until financial portion is resolved our service cannot be fixed.
For a company that markets its outstanding customer service this is a shame.
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