Verizon FiOS Customer Service Issues

I recently ordered two new boxes from your company, but unfortunately, I received two used, scratched, old-looking boxes that do not work. I've been trying to contact customer support since last night, but I was placed on hold for over 10 minutes and then disconnected four times. The last representative assured me he would call me back if we got disconnected, but I have been waiting for 13.5 hours for a call back. Today, I attempted live chat with your support team twice, but no one responded except for the automated system. The lack of customer service is extremely frustrating. I am so disappointed with Verizon that I would consider breaking my contract to switch to cablevision if I could afford it. I kindly request for someone to arrange for the return of the faulty boxes and send me two new ones (without any additional charges). I may also need assistance setting up one of the boxes, but I hope it can be done without extra cost. Can someone please address this matter promptly? Best, Elizabeth B. 6 Crestline Avenue Bethpage, NY [redacted] [redacted]

I have been a customer for over 9 years now, and I am disappointed about some recent revelations regarding my phone plan. I noticed a high bill due to misuse of [redacted] by my legally blind grandmother living with us. Additionally, I discovered a $10 charge for the fiber optics box costing $[redacted], which I have overpaid for several years. I am willing to purchase the box now, but I believe we deserve a discount or to receive it for free considering our long-standing loyalty. I hope the quality of your new box matches the one we have had all this time. Please take into account that we have overpaid by $[redacted] when reviewing our case.

I received an email offering a $[redacted] credit for Google or Nest devices that expires today, Nov. 18th. Unfortunately, when I tried to access the offer using the link provided in the email, it was no longer available. I want to ensure Verizon honors the offer until the expiration date, as is standard practice across most companies. I attempted to contact Verizon through chat and phone at [redacted] and [redacted], respectively. The chat was only for tech support, and the phone number redirected to voicemail at Alion Science. When I called the Verizon customer service number, I was unable to get through due to technical difficulties. I kindly request a one-day extension on the offer so I can redeem it. Thank you. Note: During my chat session, Saul, Rajesh, Anysha, and Priyanka were very pleasant and tried to assist me, despite being primarily focused on technical issues. If there is any way to provide feedback, they deserve recognition for their efforts.

I recently subscribed to internet service but experienced ongoing issues with it not working in my bedroom. Despite multiple attempts to contact customer service via phone and live chat, I was unable to resolve the problem. Frustrated by the lack of assistance, I decided to cancel my service, only to encounter challenges in reaching a representative for the cancellation process. After returning the equipment to the Eastchester store and being informed that even employees face long hold times, I was assured that my service was discontinued. However, I was surprised to receive notification from a creditor about a $27 charge from Verizon, which has now impacted my credit. I am seeking assistance to have this charge removed and to address the issue promptly.

I contacted customer service on November 16, [redacted] at 3:32 regarding a billing issue. Unfortunately, my experience with Colby was dreadful, and then I was transferred to Nirali at 3:53 who was even worse. Nirali was exceptionally rude and disrespectful. She did not listen to me, kept cutting me off, and accused me and previous agents of being wrong. I had documentation of previous interactions, but she refused to acknowledge them. Nirali demanded an old flyer as proof of a promotion she claimed never existed. She spoke condescendingly, taunted me, and was unwilling to provide assistance. Ultimately, another manager resolved my issue when I called back. However, I believe Verizon should be aware of the behavior exhibited by some of its employees towards customers.

I signed up for this service less than six months ago, but I've been experiencing ongoing issues with my television service. Despite having multiple technicians try to fix issues like pixelation and lack of service, the problems persist. While some problems were resolved last Saturday, today I noticed that I am not receiving all the channels included in my plan. The channels that are not working prompt me to start a cable card service for my device. After attempting to contact customer service and waiting on hold for 40 minutes with technical support today, I gave up. I am frustrated with the continued problems and would like to cancel my 2-year contract to find a service provider that can offer the level of service I expect.

I was disappointed by the bait-and-switch tactics used by this service provider. I initially agreed to a Black Friday triple-play deal for $84.99, but upon submission, the price suddenly increased to $[redacted].99 for the same package. After reaching out to customer support through four text chats, the fourth representative was somewhat helpful, but only managed to roll back my order from the previous night and provided me with a phone number to call. After a frustrating hour-long wait on the phone, the representative failed to assist effectively. Despite my repeated requests for the $79.99 Black Friday offer, I was met with upselling attempts for a higher package. Even after showing a screenshot of the original offer, the representative claimed I must have selected the wrong option. Additionally, I was told I hadn't been a subscriber long enough, despite being a customer for over a year. Eventually, a manager was supposed to call back, but when they did, they offered to keep my current price while downgrading my internet speed. This entire experience has been unsatisfactory, leaving me dissatisfied with the service and no resolution in sight after spending over 6 hours trying to resolve the issue.

I attempted to sign up for new Verizon service on Cyber Monday. During the chat, the representative did not provide all the details, prompting me to find out more on my own. I felt they were using a bait and switch tactic as initially, they said I could have the deal, but when I encountered issues, they wanted me to handle it independently. Despite being promised a call the next day to address credit approval, I did not receive one. After contacting them again, the offer presented was different from the previous ones. Although I tried to clarify the discrepancies, the agent insisted their offer was the correct one. Eventually, after expressing my dissatisfaction and speaking to a supervisor who couldn't offer anything better, I ended up not getting the service. Subsequently, when Verizon followed up, I shared my unhappiness with the experience. The third agent attempted to upsell me on TV services, which I declined as I do not use it. Overall, I was disappointed with the service provided by Verizon.

I am seeking the offer I was informed about on Cyber Monday from Verizon, where I could have phone and internet for $75 and qualify for the loyalty discount. I received conflicting information from two representatives. One tried to suggest getting a TV, even though I do not use one. This person, known as Maria, stood by her numbers despite my concerns. I was originally promised a free year of Prime, but the follow-up call was missed. It is frustrating having received different details from multiple people. Although Cyber Monday has passed, I am still interested in securing the best deal. Thank you.

I was charged the wrong amount on my bill and the renewal agreement was incorrect. I was informed it was for one year, but without my agreement, it was changed to two years. After a frustrating 40-minute call with a Verizon representative who was unhelpful and repetitive, my issue remains unresolved. Additionally, a cable wire in my yard has not been buried for over a year. My new contract began today with a new router, giving me a 14-day grace period for cancellation without an early termination fee. I hope a manager contacts me to resolve these issues or honor the grace period.

On November 30, [redacted], I contacted customer service regarding the increase in my bill and spoke with Pam. I expressed my dissatisfaction with the bill increase and was promised no changes would occur, yet my package was altered. I had the extreme HD package with Hallmark movies, but it was removed without explanation. When I inquired, I was informed I shouldn't have had the channel. Now I also discovered I lost the game show channel. As seniors who watch TV frequently, the removal of these channels is disappointing. I received a veteran discount from T-Mobile and wondered if Verizon offers something similar. Additionally, I was shocked to learn about a $[redacted] charge for equipment return. This situation is frustrating, and I hope to resolve these issues with your assistance. Thank you, Leah J.

I signed up for Verizon FiOS with a referral code to benefit a friend and myself. It has been 3 months since installation, but I have not received the promised gift cards. I have referred approximately 23 to 25 people, based on email confirmations, and I believe some of them should qualify for the rewards. Is there a way to check the status of my referral program to monitor progress?

On 12/20/[redacted], I reached out to Verizon to cancel my services after unsuccessful attempts with two agents to lower my bill. The third agent, Saunnie, suggested switching to the 'Action/Adventure' plan for faster internet and a lower bill, omitting that my DVR service would be removed. Despite receiving an order to approve the changes, I overlooked the detail about losing my DVR service. Unexpectedly, on Christmas Eve, my DVR service vanished, leaving me without access to five years of recordings. I was unaware that agreeing to lower my bill meant sacrificing my DVR. Spending Christmas Eve trying to rectify this mistake was frustrating. It raises concerns about whether agents are trained to deceive customers just to make a sale.

Subject: Concerns Regarding New Verizon Internet Service Order Hello, I am writing to address some issues with my recent order of new internet service from Verizon. Despite providing my email address ([redacted]) multiple times during the order process, I have not received any confirmation email as promised by the Fios Representative. Upon contacting the phone number provided for new orders, I was redirected to customer service after being informed that it was for new orders only. Unfortunately, my experience with customer service involved long wait times, lack of resolution, and frustration. Furthermore, upon attempting to review my account details on Verizon's website, I discovered that an incorrect email address ([redacted]) was entered into the system, not matching my actual email address. The conversation with the representative felt rushed, and it seemed like the focus was primarily on upselling rather than addressing my concerns or ensuring my understanding. As a potential new customer, I am disappointed with the level of customer service I have received so far. It is disheartening to encounter these issues even before the initiation of the service. Thank you for your attention to this matter. Sincerely, Craig Simpson

Hello Erin, I wanted to express my gratitude for your assistance with my issue. Unfortunately, I misplaced your contact number, preventing me from reaching out to you directly. Could you please provide me with your direct line so we can converse? Repeating my situation to different customer service representatives each month has been frustrating, nearly causing my blood pressure to spike. Mr. Lowell McAdam, a fellow Navy veteran, exemplifies the Navy's "Can Do" attitude. I kindly request a call on my cell at [redacted]. I am committed to submitting the agreed-upon amount of $[redacted].56. Dealing with Fios customer service has proven to be a challenge, lacking efficacy. In my extensive management career spanning 40 years and my 13 years in the Navy, I have encountered superior leadership. The current team's lack of customer focus troubles me. As a new retiree after 33 years and an early Fios adopter in my community, resolving this billing issue is vital to me. I urge you to forward a copy of this correspondence to Mr. Lowell C. McAdam. It's critical for Erin Garcia in CEO customer complaints to receive this letter promptly. Thank you, Frederick N. P.

On February 16, [redacted], I spoke with Wendy from billing at the Brooklyn office at 11:07 a.m. Later, Ed from technical support transferred me to customer services at 12:14 p.m. Wendy called me back at 11:16 a.m., trying to sell more products instead of connecting me with a supervisor; after 30 minutes, she abruptly ended the call from the Brooklyn office at 1-[redacted]. When I called back to the same number for customer service, Lopez from the sales department answered at 12:38 p.m., refusing to transfer me to the appropriate department, saying Verizon doesn't have a customer service team, only an "escalators department." Both Wendy and Lopez seemed robotic, focusing on sales rather than addressing my concerns. I've noticed my monthly payments steadily increasing over the years, from $20 to $[redacted], despite my attempts to negotiate better rates. It seems like Verizon prioritizes sales over genuine customer service, training employees to act mechanically. Wendy's disrespectful behavior, like abruptly ending the call, reflects this robotic approach.

I am having trouble setting up my online account for the new triple play service. Despite following the password requirements, the website does not accept any password I try. When seeking help, I cannot reach a live representative. Instead, the automated system directs me to invalid phone numbers related to cell phone services, leading to disconnections. I have attempted the online chat with Verizon, only to be redirected to the same unhelpful phone numbers with the unresponsive robot. I am frustrated with Verizon's customer service and may consider switching to a different provider if this issue is not resolved promptly.

On February 15, my fiancé, Steve Simmons Jr, and I created a new account to set up home phone services and wifi equipment. I paid the $[redacted] deposit for each piece of equipment and was expecting to receive them on the 18th. However, on the 19th, I got an email stating that the order was canceled. When I called customer service, they requested proof of my fiancé's identity, like a bill or his driver's license and Social Security card. We submitted the necessary documents on February 26. I received a confirmation email with reference number [redacted]50, and my order number is [redacted] with location number [redacted]. The cell phone number associated with the house phone service is [redacted], and the Jet Pack number is [redacted]. Despite multiple follow-up calls to check on the status of our order, we haven't received any assistance. We have already paid for the equipment and submitted the required verification. We urgently need the home phone service, especially since Verizon is the only provider available at our address.

I take responsibility for not updating my personal information. I have closed my old email and changed my phone number. The old information was [redacted] & [redacted]. I followed all the steps on Facebook's Help Center but it was not helpful. I didn't want to start a new account, but even after sending in my State Identification, it was supposed to take 24 hours to confirm, but I heard nothing back. I reluctantly opened a new account, but now I am locked out of using the code given to continue the process. Today, I am going to disable the new account due to frustrations and lack of communication regarding the issue. I really want my old account back. My real name is Veronica Buffington, but I used the name Paige Sommers for personal reasons. I confirmed my identity a long time ago, even though my state ID may be outdated. If needed, I can provide additional personal ID to confirm that [redacted], [redacted], Veronica Buffington, and Paige Sommers are the same person. I just hope someone can reactivate my old account as soon as possible. That's all I ask.

I switched from my broken Verizon phone to a new one over the phone with customer service. We upgraded from a $30 plan to a $50 plan and changed the account name. I had a $50 credit on my Verizon account that was applied to the plan change. After resolving technical issues, the phone service, mobile data, and phone number change were not completed. I spent over an hour on the phone trying to resolve this. It's been four days without service, which is concerning due to my severe epilepsy. The Verizon store couldn't find my old account under [redacted] and has no record of the new account under Kellie Stephens, originally listed as Molly B Tryypan. I am frustrated and seek assistance.