I am trying to help out my mom, who is ** years old. My dad is in a nursing home, so sh...

GetHuman-shardi's customer service issue with Verizon FiOS from August 2018

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The issue in GetHuman-shardi's own words
I am trying to help out my mom, who is ** years old. My dad is in a nursing home, so she was trying to change the account name from his name to her name. What she thought was a simple process has turned into a week-long drama resulting in hours spent on the phone with various agents and ultimately her telephone service being terminated. Tonight the online representatives, after another hour spent, told me that the account was terminated because my mother returned a part she did not need (she does not have internet). All we would like to know is when her phone service will be re-actived as she depends on her landline. She is a nervous wreck because of this situation and it seems it cannot be resolved. The representatives seem to pass the buck and then recommend that we call the same customer service number, the one we began with. Tonight they told me that we contacted them too many times, so that may have contributed to the account being terminated. I honestly do not know what is going on, but it is one big circle, and it is only making my mom more upset, which she does not need. It is time to speak with a manager who can go over everything that is going on and when the telephone service will be returned. My mother does not use the internet, so this is only about TV and phone, yet the reps have tried to complicate it by mentioning different packages. There was never a need for that, as this entire thing is simply about the name change and nothing else, which I have tried to explain. Nothing else needs to be changed, yet they have made a complete mess of a simple request. Please help... I would greatly appreciate that.

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Verizon FiOS

Customer service issue
Reported by GetHuman-shardi
Aug 25th, 2018 - 3 years ago
Fixed
Seen by 7 customers so far
Similar issue to 1548 others
0 customers following this
Items needed
PIN on Account
Name of Account Holder
Phone Number
Email on Account
Billing Address
Last 4 of Social Security

Timeline

GetHuman-shardi started working on this issue
Aug 25th, 2018 4:57am
GetHuman-shardi indicated the issue is not fixed yet.
Aug 25th, 2018 3:21pm
GetHuman-shardi shared this issue with followers on Twitter
Aug 25th, 2018 3:22pm
GetHuman-shardi indicated the issue is not fixed yet.
Aug 26th, 2018 4:05pm
GetHuman-shardi indicated the issue is not fixed yet.
Aug 26th, 2018 4:07pm

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