Cancelling FiOS DVR Service Difficult for Verizon Customer

A Monroeville couple decided in December to buy into Verizon's FiOS fiber optic communications package. Along with Internet access, phone service, and television service, the couple decided to add DVR to the package as well. After realizing they weren't using it, they tried to cancel with Verizon - and that's where the fun began.

After returning the device to a Verizon outlet, the couple later received an email indicating that their Internet access speed was increased - an increase they hadn't asked for. When they tried to call customer service, they were told to return to the store to resolve the issue. After several phone calls and attempts to cancel this erroneous order, they still received a bill for a higher amount the next month, even though they had canceled the $5/month DVR package.

When the problem was brought to the attention of a Verizon spokesperson, the problem was quickly resolved, and the rep also promised to investigate the holes in the process. But gethuman still finds this frustrating.

There is still no recourse for all of the time that the couple spent resolving this unnecessary issue. And it seems all to easy for large companies with large customer service teams to pass blame from person to person, not actually making progress on your issue. Hopefully, Verizon will learn to empower its employees and customer service reps enough to allow them to solve problems like this one faster and in a more straightforward manner.

Read a more detailed account at the Pittsburg Post Gazette

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Posted by GetHuman on Fri, 9 Oct 2009 3:11am