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How do I register a formal complaint with Verizon?
I wanted to order a Verizon Double Freedom bundle and called the number. After nearly a half hour, most of the time on hold, I finally got a comfirmation number and was transferred to an independent service to verify my phone information. After being on hold for nearly ten more minutes someone answered and I began the verification process only to be cut off. I called the number I called to order, got a different agent and was told this time that the sevice I was ordering was not available. When I finally convinced the agent that I had a condirmation number I was placed on hold again for another ten minutes only to be disconnected again. I called a third time, this time I was ready to cancel the order because I had now lost conficdence in what I was ordering. It took nearly five minutes to convince this agent that I didn't want to start a 45 minute process over again and I wanted someone to whom I could register a formal complaint. She said she would connect me to a local business service. Ten minutes later I get a business service. When I give the agent my phone number he asks where I'm from. I tell him West Virginia and he tells me this service is for California. He starts to give me the number for West Virginia but I had been given that number at this point nearly an hour ago buy the first agent I spent a half hour with. I then called the local number only to discover it was past business hours. At this point I have spent more than an hour attempting to order a product. At this point I am going to have to find time at work to call the local office, hope it doesn't take too long to be sure the order that was incomplete does not get processed and hope to file a formal complaint.
Verizon, get your act together.
Verizon, get your act together.
I’m angry and frustrated
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Inappropriate?I am absolutely appalled at the type of customer service that I have received form Verizon in the high speed internet department. On Wednesday 7/1/09 I was working from home for about four hours when I got kicked off the internet. After numerous tries of rebooting my computer and checking all of my connections I called the technical support desk. After being on the phone for almost two hours and moving my computer around to different phone jacks in my house ,to make sure that the problem was not on our end , the technician said that they need to send someone out to the house because there seems to be no internet signal coming into my house. Mind you it was working fine right before it went out. He set me up with an appointment for Thursday 7/2/09 between the hours of 4 pm-8 pm. I got a confirmation number and a confirmation phone call two hours later. My husband took an hour out of work so that he could be at the house when the technician showed up. We waited around until 8:00 and nobody showed up or even had the decency to call and say that they cancelled. At 8:00 when they didn’t s how up I called customer support again and spoke to someone for another hour. I was then told that someone would come out to my house tomorrow Friday 7/3/09 between the hours of 12 pm and 3-pm. This person gave me a confirmation number which was the same one as the day before and when I mentioned this to the technician on the other end I was then put on hold and a supervisor came on the phone and said that someone would come out between the hours of 1pm and 3 pm. Then I was put on hold again and then some one else came on the phone and told me that they would call us next week at some point to set up an appointment for someone to come out. Then someone else got on the phone and told me to call the customer service desk at 9:00 am on 7/3/09 and he assured me that I would be able to get an appointment t tomorrow due to my circumstances. By this point I am furious and appalled by the customer services that I am receiving. I called on 7/3/09 at exactly 9:00, and the technician again assured me that someone will be between 4pm and 8 pm today. He told me that he would call me a 4:00 pm to see if anyone was here. At 4:00 I never got a phone call and then at 5:30 no one had showed up yet. So I called the customer service desk to confirm that they were still coming. The rep assured me that they were and would be here by 8:00 pm. Then at 7:30 pm no on e had still shown up so I called the customer service desk again. Now this time after being put on hold many times and being on the phone for another 45 minutes she tells me that they were not coming today and that she can reschedule me for Monday. I told her she was absolutely crazy and that they wanted me to reschedule for Monday so that no one will show up or even have the decency to call and cancel. I had already lost four hours of work on Wednesday for something that was not my fault. My husband lost an hour on Thursday for something that was not our fault and now they want us to lose more time out of work again for them to possibly not show up. I explained to the first rep and every rep after that I cannot afford to lose money. I have a mortgage to pay for and a family y to support while trying to pay for school and books. I work from home once a week because I work over an hour away so it is not that easy just to go into work on top of trying to find a baby sitter. I am in my last year of school and I am taking two online classes through the summer. I had 5 papers due on Saturday 7/4/09 and I am half way through the semester. I have deadlines and the professors are extremely strict, so now none of my paper s are in on time and I am taking a zero and having my grade substantially reduced for them being late. Who now’s when I will be able to pass them in now tanks to you. Now it will be a miracle if I pass these courses. So now I lost money from what I have paid for these two courses and it has now pushed me back a semester from graduating. So now because I don’t have my internet service I have lost a total of 5 hours of work between my husband and I and now am on the verge of failing out of my classes. This is a situation that could affect my whole life form the food on the table to my future and me graduating. My money is extremely tight right now and now I have to spend more money on gas and pay a baby sitter so that I can go into work because I cannot work from home on the day that I am suppose to. I just signed up for Verizon wireless last week. I had my house phone through and my DSL through Verizon and now got wireless. I have been a faithful paying customer for the last seven years. I have not been behind on my payments and now that I need customer support for SOMETHING THAT IS NOT MY FAULT I completely got the run around. All of the reps said that they understood my situation and were very sorry. Well understanding and being sorry are not paying my bills and getting my papers written. If I had a family member that I could go to to use the internet I would but guess what I DON’T have a family member with a computer. I am on the computer so late doing my paper that interfering on someone else’s time and keeping them awake is not fair to them. I get out of work to late to go to a library or a wi fi center to get this stuff done. I cannot take more time out of work to complete papers that I would normally stay up until 3:00 in the morning doing. I work full time and I am a full time nursing student. I have bills to pay and a family to support so work comes first and then I lose sleep to get my school work done. I have now decided to cancel all of my Verizon service even the wireless that I just signed up for. I cannot believe the type of customer service that I have received in the last three days. You would be very quick to cancel my service if I didn’t pay my bill every month but now that I need customer support for the first time in six years I get screwed over completely. Nobody even offered at the least to give me a discount on m y Verizon bill. I am absolutely appalled and everyone will know the type of service that I have received. -
Inappropriate?i hate verizon!!! they are all idiots! I am a young adult and have just started paying my own cell phone bill and I have already had so many problems with them within the first 9 months. I have had to get four different replacement phones for various reasons all in the time span of the first TWO MONTHS! they never wanted to give me the replacement phone insisting that the problems weren't a big deal and not their problem. On top of that, i was helping my father decide on text messaging plans for my siblings and when we told the customer service rep what plan we wanted, she said that she put it into effect. A month later my father received a bill of over $1200 dollars because each line was charged for the individual texts. besides that, tonight i brought my sister to get a replacement phone because she cannot make calls or receive calls on her end, and her charger does not work. the man was EXTREMELY RUDE and told my sister all of it was her fault! how is not being able to make or receive calls a 13 year old's problem? nevermind that, he started pointing out all of the scratches and cracks on her phone that prevent it from working. How do scratches on the back of the phone prevent it from making/receiving calls or charging the phone? Then i took the phone back and walked out of the door because i was so disgusted with the employee. when my brother needed a replacement for the infamously crappy razor phones, they told my father he lost his $100 credit for one reason or another. when i called the company to ask why, they told me he should not have lost it and that he definitely should have been able to use the credit. i got the credit back for my father but he had to go BACK to the store, return the phones he bought, and re-buy them with the credit!!!!! how can i make a formal complaint? i love verizon's service but have NEVER had a good experience at their stores.
