Complaint Description:
My complaint is regarding the Promotional offer that Verizon was giving customers who signed up for their Bundle Package (internet, telephone, and television service) I signed up during the promotion time. My installation date of my service is 12-12.
The first step in the promotion proccess is that the customer will receive a letter within 4-6wks after the install from the elgibility department this will allow the customer to choose from either a best buy card for 200 or an 19inch hdtv. I never received my letter so I called the regular customer service number and they gave me this number to call 1-866-279-0438.
I began this stressful journey on 02-06 I explain the rep. That I am a Verizon Fios bundle customer and gave her all my information including installation date etc. She told me it will take up to 4-7 weeks to have everything research and to also get my letter out to me. I made my next attempt on 03-07 just to follow-up and to make sure that everything is going well with my request.
I spoke to a rep and she stated that their was no research request in the system and I explained to her my whole story and she said that she have to put in another request that will take 4-7 I advise her that this is unacceptable so she placed me on hold and she said that found my first initial request after she submitted a second request. She told me that my letter will come out to me and give it two more weeks for the research to be completed.
The deadline came and I called 3-21 and spoke to another rep on the phone and they said that they couldn't find my information this called was made at 4:20pm and I was transferred back into the line to hold again and when I finally got another agent on the line the young lady was very rude when I asked to speak with a Supervisor so she connected back on the line to wait again.
So finally I was able to get another agent on the line who saw my whole ordeal in his system notes and connected me to a supervisor she said that she apologize for the trouble that i was going through and placed a escalation request to get things fix for me she said it will take about 10-15days and a supervisor will call back with results on what has been done for my account.
I decided to call on 3-27 back due to the problems of communication and poor customer service that I received in the past. So on the March 27 I called and got an agent on the line and the same previous experience I received again stating that there is no supervisor request on file and i can't see any information on what you are saying sir so I request to speak with a supervisor and once the supervisor came online she advise that Verizon did away with escalation request and she had no power to resolve my issue and i need to contact another department and I advise her that the customer shouldn't be the messenger calling between department trying resolve an issue that Verizon should be taking care of and ask if others are having the same problems she said yes! I begged her to do something and she was sorry about all these problem but no help was given.
I believe Verizon is planning for people to give up on the Vigorous process just to receive something that THEY promise the customer is they sign and get this bundle deal. This has cause me major stress dealing with this company and I'm seeking your help - I didn't want to do this but I need your help consumer complaints so far I paid hundreds of dollars so far for this service and Verizon hasn't resolve anything for me. Please Get this Word Out! Stay away from verizon
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