Verizon Customer Service - Should Get a Prize for "Worst Customer Service"
VIRGINIA -- I called to get a better price on my Verizon Fios phone, internet, and TV since they have all these great deals for new customers. They offered me nothing so I cut my landline phone service to save money. That whole process took a long time, much of it on hold. Later I received a bill for my "old" account (TV, internet, phone) and a few days later a bill for the new service (minus the phone). The first bill said in capital letters "attention do not pay this bill" on the bill but at the bottom it said the amount due. On the bill for the "new" account, Verizon had changed my name to my maiden name as opposed to my married name.
I called to confirm whether I should pay the first bill or not and to clear up the name issue- went through several customer service reps. including one extremely rude guy who asked me why I changed my name on the account (I didn't- they did) and told me finally that he would change it back. Customer service representative (lady) told me to ignore the first bill and just pay the new bill but also told me to check with billing department (she connected me only for me to get a message that billing was closed.).
I called back later because I was unsatisfied with the first call and not sure about the bill or name change. Second lady told me to pay both bills- gave me some convoluted explanation for the bill amounts and discrepancies in billing periods and also said that name change was not done on the system. Called billing the next morning- billing explained that the phone had been billed separately from the TV/internet and there were different billing cycles on one bill because my account went back more than 2 or 3 years; thus, the inconsistency in billing dates, etc. Billing said that lots of people complain about this. Hello?? Billing also said name change was not done and I should just leave as is. Very frustrated with the long waits for customer service and getting shuffled from person to person with no real answers. Billing also told me that most of the customer service reps. don't understand the billing process at Verizon, lovely.
Decided later to drop Verizon TV services and just stick with upgraded internet. Getting that accomplished was another customer service nightmare. Hoping to find another internet provider in two years when my contract runs and also planning not to renew my wireless contract with Verizon. The less I have to do with them, the better for my health.
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