On **********, I contacted Verizon to cancel my services (because I had spoken with two...

GetHuman-klgardne's customer service issue with Verizon FiOS from December 2018

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The issue in GetHuman-klgardne's own words
On **********, I contacted Verizon to cancel my services (because I had spoken with two agents to lower my service and my bill, and both said they couldn't help me). When I spoke w*the third agent to cancel services (said her name is Saunnie), she said she could help me lower my bill. She said if I do the 'Action*Adventure' plan, the only differences would be my internet would be faster and I'd lose TBN, and my bill would be lower. I said great. She NEVER said she was removing my DVR service, BUT SHE DID JUST THAT! She absolutely lied that those two things were the only changes because she knew she was going to remove my DVR service - and THAT'S how she lowered my bill! Do you train your agents to outright LIE to customers just to get a sale (maybe there was a contest running to see how many agents could sign up the most customers for internet upgrade?)? She removed my DVR service without telling me. YES, she sent me the order to approve, BUT I admit I did not read every work because she NEVER MENTIONED REMOVING MY DVR SERVICE! WHY would I ever suspect that she was lowering my bill by taking my DVR service, WHEN IN FACT I had NEVER authorized her to do this? I was programming a show at about **:**a Christmas Eve, when all of a sudden the box rebooted itself and WHAM I had no DVR service! Suddenly, I was being told I had to upgrade to DVR service because I had none! I had to spent HOURS on Christmas Eve going from one agent to another trying to get my DVR service back and get my *** hours of programming I had been recording for FIVE YEARS (going back to Christmas of ****) just because this agent lied! Really, is this what they're supposed to do??!

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Verizon FiOS

Customer service issue
Reported by GetHuman-klgardne
Dec 24th, 2018 - 3 years ago
Not resolved
Seen by 1 customer so far
Similar issue to 3451 others
0 customers following this

Timeline

GetHuman-klgardne started working on this issue
Dec 24th, 2018 5:06pm