Great Customer Service???

[johnzupan1]

I have a second home in California.  Last April I had a Freedom essentials line (which includes free long distance) installed in that home because the Verizon rep told me I could put it on a vacation hold anytime I wasn't there.  I was there in April and May, then went back home to Colorado in June and put the line on vacation hold.  When I went back out in September I had the line taken off vacation hold.  It seems as though during the process Verizon changed the line from Freedom Essentials to Basic and I ended up with $475 worth of long distance charges.  I have called their customer support several times to try to get this charge fixed.  When you call in to Verizon they claim that they will not change your service unless you tell them to do it (well I didn't, I only asked them to put the line on vacation hold).  When I called in November they said there was nothing they could do then because the line was on a vacation hold again.  So, I cancelled the service.  Then I called in December and they told me they had no way to prove that someone did not tell me that putting it on vacation hold automatically changed it to a basic line (I would expect it to go back to the same type of line it was when I took it off of vacation hold).  Anyway, whenever you call in you always have the option to have them not record your conversation, I did not choose that option so it should have been recorded; why can't they check that.  When I called again today, about halfway through the discussion the rep just hung up.  I am flabbergasted that a comapny thinks this is a good way to treat their customers. 

[_dot]

from reading discussions here and elsewhere  you  gotta get this straightened out, because it appears as if there is a good chance they  will put nonpayment of disputed charges on your credit report. good luck, try bbb if u need to. this is the service that they say wins awards?

[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 here on 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.