How do i file a formal complaint against ATT Uverse?

That would depend on who you want to file the complaint to (e.g. another department of AT&T, a watchdog group, or a government entity), as well as what the complaint entails, and what you expect to come of your complaint.
Care to fill us in? Don't have to give details, a brief summary would do.

The BBB (Better Business Bureau) is probably the best place. Look them up online and file a formal complaint. I'm thinking of doing the same due to the data issue. I'm tired of paying for data I don't get to use. AT&T doesn't reimburse you for unused data that you pay for but don't get used in time but they sure tack on that extra $15 GB if you go over. As a "convenience " of course. I lost 5GB a few months ago. I might as well have just written AT&T a check for $50 as a gift. I was able to get out of a 2 year contract with T-Mobile for the same reason. You can pretty much name your terms. Good luck!!!

Similar Messages

How do I file a formal complaint against AT&T Mobile?

I spent an hour on the phone with customer service, 3 different people and zero help. They lied about my contract terms and now I am in an unfavorable contract. Unacceptable customer service and I'd like to write up a complaint via the web/email. Is this possible? Regards,David

The BBB (Better Business Bureau) is probably the best place. Look them up online and file a formal complaint. I'm thinking of doing the same due to the data issue. I'm tired of paying for data I don't get to use. AT&T doesn't reimburse you for unused data that you pay for but don't get used in time but they sure tack on that extra $15 GB if you go over. As a "convenience " of course. I lost 5GB a few months ago. I might as well have just written AT&T a check for $50 as a gift. I was able to get out of a 2 year contract with T-Mobile for the same reason. You can pretty much name your terms. Good luck!!!

How can I file a formal complaint with the Apple Online Store Canada?

I've spoken to two customer service representatives at this point about an order that I cancelled within a half an hour of placing it, as I was initially unaware that the product I purchased would not fit my sister's iPhone. As stated in the Cancelled Order portion of the following page: http://store.apple.com/ca/help/viewing_changing_orders#cancel, I should NOT have been billed for the order. I was billed last Friday and am still yet to receive the refund, despite the fact that the first rep I spoke to advised that my money would be refunded in one day. The statement on the link I provided is completely misleading, as well as the email I received stating that I would not be charged at all. Someone with Apple must amend this statement on the website and the automated emails, as it could be considered legally misleading. I will in no way be pursuing any legal action, as I don't have the time and I'm only out $90.00, but I can't imagine having purchased the MacBook that I wanted to purchase prior to this incident and going through an ordeal like this again. Can someone please advise who I should contact and where I can find their contact information please? I love the apple products that I own and would hate to discontinue my customer relationship with the company.

Also, please remember that no refund from any store is instantaneous. They will process the refund, probably within 24 - 48 hours. After that, your bank/credit card company has to credit your account....... mine takes at least 3 business days to do so (the banks are very efficient in posting charges, but like to keep the money for a couple of days before giving it back to you - they've been doing that for years).
Edit: I just checked their return/refunds policy and it includes this:
Once we receive your item, a refund is initiated immediately. If you canceled a pickup item, and you were billed for it, we initiate your refund immediately after you submit your cancel request. The way your refund is processed depends on your original payment method:
If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
Products purchased from the Apple Online Store using an Apple Store Gift Card will be refunded to you as an Apple Store Gift Card by email within 3 business days. If you’d like us to mail you an Apple Store Gift Card, ask the representative helping you. You will receive it within 8 business days via United States Postal Service (USPS). If you purchased an item from the Apple Online Store and are returning it to an Apple Retail Store, you'll receive an Apple Store Gift Card by email within 3 business days.
Note that it states it will be initiated immediately, but will be sent within 5 business days.
Read the entire policy here:
http://store.apple.com/us/help/returns_refund

How to Lodge a Formal Complaint against an Authorized Reseller

Hi All,
I just had a bad experience with an authorized reseller in Macau (details on the incidents will be added at a later, since I will be going back to the store today to try ratify the situation again), and would really want to make a formal complaint against its service (not the product). Is there anyway that I may formally contact Apple to express my frustration, since I could not find any link in the Apple website that direct me towards something close to a "complaint departments".
Thanks in advance

If you still feel that you need to contact Apple after your visit to the store, I would send a letter to Apple corporate headquarters (address in upper right corner):
http://www.apple.com/contact/
And, you might want to address the letter to the person listed here:
http://en.wikipedia.org/wiki/RonJohnson%28Apple%29

How do I file a corporate complaint?

I have been attempting to set up an account Verizon for over a week now.
Initially I had set the account up online. It informed me there would be a deposit and the first month's payment of 49.95. I entered my card information, then it gives me a message telling me everything was successful and gave me an order number.
Then I got a call and a message saying I needed to call in to the center to confirm information.
When I called they told me I had to pay the initial deposit of $125 and the first month of $49.95. I told the representative I had already put that information in online and that I had received confirmation everything was successful. Then the representative told me they had to re-issue the order but she would transfer the payment over from the first order.
I later got a voicemail and a letter in the mail saying the payment could not be transferred and I still owed a deposit.
So I then checked my account to make sure the payment had not already been deducted. It had not, so I called back, yet again, to complete the order today.
The representative I spoke to asked all of my information again then informed me the plan I chose was going to be $89.95 per month plus a $125 deposit. I told her the plan I initially chose and signed up for online was the 75/35 internet for $49.95 per month. She told me that they would have to decrease the internet speed to make the payment $49.95 then put me on hold. When she came back so told me they were able to do that package after all at the initial promised price of $49.95. She informed me it would be set up on auto pay and asked my payment information. I gave her my debit card information. Then she said it didnt work and asked me to find my account number and routing number to take the payment directly out of the account. I gave her the information. Then she stated the deposit could not come directly out of the account And she needed my card information again. At this point I was hesitant but still gave her the information.
After finalizing the deposit she started confirming the information and said there was a $69 deposit that they would split into 3 payments on my first 3 bills. This was the first I was hearing about this deposit.
And correct me if I'm wrong but 3 payments divided by 3 months equals $23 per payment. The representative on the phone advised me the first three bills would equal roughly $90...
I had signed up for the $49.95 per month plan... Even when you add a $23 fee to that, the total should not be $90.
I feel I should have been advised of this fee before the deposit was taken from my account. Once the rep got ALL of my person all information and ALL of my account info for 2 separate accounts then she informs me of this fee. When I signed up online it didn't give me and info about this fee. When I talked to the first rep she didn't say anything about it either. And the math was also not adding up.
When I expressed my concern about not being informed of these charges, the representative stated that she did not know of the charge until after taking the deposit, when she got to the summary screen. When I asked why the charge was not discussed in the first 2 attempts to set up service she got very defensive and started speaking over me. She said there are 2 fees. One for $69, and one for $79. She said the $79 was waived but that the $69 fee applies to every customer.
If this fee is applied to every customer then she should have known about the fee and disclosed that information before getting all of my account information. Much less deducting the deposit.
While trying to discuss it with a representative she continued to speak over me and inform me that discussing it would not solve anything. So I asked to speak to a supervisor. To which she responded in a smug tone that she would be happy to contact one...
I then waited on hold for over 20 minutes to speak to manager. The representative checked in with me periodically. Then at one point she said that she had told the supervisor the situation then confirmed it was that I didn't want to pay the $69 fee.
My issue is not that there is a fee. It is that I was not informed of the fee until after they had deducted $125 out of my account and had my payment information. On 2 accounts.
When I stated this to the representative she again got aggressive and started speaking over me and arguing with me. I informed her I did not wish to argue about it, and she put me back on hold waiting for the supervisor.
When the supervisor FINALLY came on the line, she was very mono-tone, however she did give me the chance to explain the situation. I explained it to her then she advised me she will make a note on the account to have the fee waived as well, but that I would have to wait until it was billed then call to get a refund, which would only be given as an account credit.
Since this has already been such a process and I have not received good service thus far, I opted to cancel the order completely and asked if there would be a credit refunded to my card. She informed me I would have to call the disconnect department which wouldn't be open until the next day, so she was requiring me to call bet yet ANOTHER time.
I took down the information to call that department and then ended the call.
Not once in this conversation did either the rep or the manager apologize. They didn't seem to care whether they made the situation right or the order got cancelled. In fact the representative offered to cancel the whole order while I was waiting for the supervisor without me even mentioning cancellation.
This is not good customer service and I would hate to see Verizon lose more customers because of their snide customer service representatives and managers who fail to come to a solution.
Is this how I file a formal complaint or Is there also another place to send this complaint to?
Thank you,
Ashlee {edited for privacy}

Is this how I file a formal complaint or Is there also another place to send this complaint to?
Not really. These forums are use primary for customers to help other customers. Verizon moderators watch the forums and will escalate issues to the elite support team for issues that appear to need such help. Your issue may be escalated, or it may not. if it is escalated, be sure to come back here to read what they post and then follow their instructions.
II'm not aware of any official process Verizon has to file complaints. They are setup to have customer service reps resolve issues. If you just want to rant, consider that done. If you want Verizon to fix your issue, keep working with them, especially if they escalate your issue. You can also file complaints with the appropriate regulatory authorities, if you think that Verizon isn't following government regulation.
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

How do I install Airport Time Capsule with ATT Uverse when two of my modems are wireless?

I recently purchased an Airport Time Capsule so that I can back up multiple Apple devices. I currently have ATT Uverse and my internet provider. Also, two of my modems are wireless. How can I set up the Time Capsule so the the two wireless modems will still work?

I think you are using wrong terminology so can I ask exactly what is the model number of the wireless modem??
The Uverse is already a router.. and I guess you have cable service.. so there is no need for more modems.. more likely you mean you have two wireless routers and these should be setup as Wireless Access Points.. (WAP or AP). If they are working as routers then you have far too many routers. If they are working as modems you have far too many modems.
It is impossible to tell you how to setup the TC until we know what the setup is.
But let me suggest the most straight forward approach is to plug the TC into the Uverse by ethernet (it cannot be used by wireless.. so this is necessary). Run the TC in bridge mode.. and create a wireless network. Test if you then can access it from your network client devices and do backups from Macs.. if so there is no need for the wireless modems.. leave them off.

Is there anywhere to file a formal complaint about poor customer service in billing?

I would prefer a physical address or email address but I can voice it out on Twitter if preferred. I have had Verizon for FIFTEEN years. Non stop. 15 loyal years. Plus we have Fios and have had that for 4 years. I give Verizon a considerable chunk of my money. That being said, when we switched our bank accounts a few months back I made a mistake and picked the wrong account for our payment on the online payment system for Verizon. In fact I did it 2x. Which caused the payment to decline because we don't use that bank. I was rushed and made a mistake. Due to this I now have to get out cash and go into a Verizon Store and pay. This is craziness. And yes I am aware I can also call and dole out my credit card number to you over the phone. While that seems like a safe thing to do...... I prefer not to. Also I travel internationally for work which makes the call and the going to a store even more difficult. So as any reasonable person I call Verizon Customer Service thinking there must be some fix to this after all I have been with them so long. Well the first person admitted to me it could be overridden and transferred me to his supervisor who just outright refused. So there is your answer, Verizon does not care about loyalty or the 15 years of current payments. I want this addressed further and want to file a complaint. I also will leave Verizon the first chance I get, cell and cable. Amazing that a business can thrive with such poor customer service. Other companies I patronize recognize loyalty and reward it. Not Verizon. Lesson learned. I will be sure to spread this word far and wide. This could have been a simple resolution costing nothing for Verizon.

click here and scroll toward the bottom:
Contact Us | Verizon Wireless
You also could file a Notice of Dispute:
http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf

How to solve the wifi dropping problem on Att UVerse.

Today with aid from others on the forums and help from apple I figured out how to stop the problem where your iPad will drop wifi while your using it.
Wat was wrong before:
While surfing the web my wifi would disconnect, and I would have to go to settings>wifi and turn It off and then back on, this would happen every two to three minutes.
YouTube videos would load very fast and about half way would stop and need to buffer.
When streaming pandora, it would only be be able to play one song, before needing to restart the Internet.
My router:
I have a homeportal 3000 router through AT&T
http://www.convergedigest.com/images/articles/v12n140-2wire.jpg
First you will need to know your account password for Uverse.
On the side of the router it will tell you system password, key, and Mac ID, at the top it will say for more info visit and there will be a number separated by some periods.
Go to that link, (on either your iPad or any computer)
When you get there you should see the name of your router and how it's performing.
At the top there will be four tabs, click on settings.
Six more tabs will pop up below the two tabs, click LAN.
Below the six tabs, another six tabs will appear, click wireless.
Scroll down and find security.
Under authentication type, change it to "WPA2-PSK (AES)"
Scroll down to the bottom and click save, it should then ask you for your password. NOTE: this is your uverse password, not the password on your router.
There should be a green box that says you were successful.
I've been going five hours now and havn't had one disconnect.
Thanks and hope this helps.

Thanks, this has been driving me crazy on both my MacBook and iPhone. It was dropping my wifi every few seconds! Changed the Authentication Type to WPA2-PSK (AES) and wow! It's been at least 2 entire minutes without dropping!

Complaint against store sales associate

A few days ago I went into an Att store to upgrade to phone. I was greeted by 3 sales associate of which one assisted me. I knew what I wanted so I just told him I was due for an upgrade and wanted a samsung galaxy 6 edge.
But before all that I specifically asked him if my current plan would change since I was grandfathered in with unlimited data which I did not want to lose. He said nothing would change as I am merely upgraded my phone not my plan. I told him if it would change I did not want to upgrade. He reassured me it would not change.
So he went to the back and a new phone for me. He then tells me that since I got a new phone, I had to purchase insurance for the phone and I had no choice in declining. He said I would not be charged for the first month but if I did not want the insurance plan, it was my responsibility to cancel it since there was nothing he could do.
Fast forward two days later when I checked my new bill and service contract online. So my unlimited data was removed and in it's place was some other plan With 3 gigs. I called customer support, which was the friendliest most helpful person. She was able to file a form to try to get my unlimited data back and explained to me about the "optional" insurance plan.
Apparently, the sales associate took it upon himself to lie and change my service contract and add an optional insurance without my consent.
I love Att and I am not speaking badly about your company but I would like to make a formal complaint against the sales representation. How would I do that? I don't want anyone fired but maybe Att can send a secret shopper and see how illegal their employees operate.

I have a similar complaint with a store associate in Indiana. I have been a customer for several years (AT&T Purchased Centennial and I became and AT&T customer (iPhone 3Gs if that helps date the plan) and I have always had 4 mobile phones on my lines. I recently spoke with a store associate about upgrading two of the devices and he proceeded to tell me how much better the new Mobile Share plan is. I have a single phone that is still under contract as I had to remove and add a line to upgrade the phone about a year ago and I told the associate that I was unwilling to sign up for a new plan because I didn't want to pay the $25/month additional access fee and that I would just go purchase two new phones outright from Apple. The store associate GUARANTEED to me that he would waive the additional ($25) monthly access fee if I signed up for at least the 10GB package and got two new devices. I did this and a week later checked online to see the plan updates on my account and did not see the discount so I called the store and spoke to the same associate who said "that won't show up until your next bill." Once my next bill came I had to call again because the discount was still not applied and the associate assured me that he would be speaking with his manager and the corporate office to file the paperwork to get this done but that I should call the customer retention line.Once I called these people they said that they would either revert me to my old plan (which would now be increased in price with two new iPhone 6+ devices) or that they would give me a $20 discount (before my company discount) which due to the structure ends up being only about a $15 discount which leaves me paying an additional $10/month for the next 15 months. I was also told by the "retention team" that they do not stand behind promises made by store employees. This is sad as long-term customer whose family and employees all use AT&T (for now). I get business discounts on Sprint and Verizon as well so I suppose I will start looking at their offers.

Where can I send a formal complaint to Verizon executives about my service?

Here is the painful story if anyone is listening.
I had a landline and Internet a few years ago. I canceled the landline and kept the Internet line. I decided on 1/15/15 to add my landline back to my plan. I went online and updated my services to include a landline. The order was supposed to be completed on 1/20. On 1/20, my Internet goes down (it's 4 days later and it's still NOT BACK UP!!!). I have called Verizon no less than TWELVE times to try to figure out what happened and when it's going to be fixed. Guess what..not one person that I have talked to knows what is wrong or how to fix it. NOT ONE! No one has offered to dispatch a service tech despite me asking, even begging. So here we are on day four and I have no phone or Internet service. This is the most horrific experience I have ever had from any service provider my entire life. I am appalled that this big huge corporation cannot fix my problem. I'm sure I will receive my bill very soon and payment will be expected promptly and if I don't pay (even though I don't have any services), they will cutoff said services and send me to collections. I am disgusted and I want this to go to the very top. Stakeholders need to hear about this and be as appalled as I am.
I'm sure my rant will fall on deaf ears or get passed around to multiple agents that aren't competent enough to understand what is going on. If anyone knows where I can file a formal complaint (looking for an executive complaint department or something equal to that), please advise. Verizon keeps their contact information hidden in some buried treasure box I think.
I have zero faith that my services will be restored. I guess I will just have to continue to trek to Panera ever day so I can access the Internet? Does that seem agreeable Verizon?
{edited for privacy}

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Information about filing a formal complaint

Two years ago my wife and I left Verizon to go to AT&T because we wanted IPhones and at the time Verizon did not offer them. The cellular reception with AT&T was awful but we had to wait out our two year contract to come back to Verizon. Our two year contract was up at the end of October and on October 30th we were at a local Verizon store to reestablish our relationship with Verizon Wireless. The sales rep ran our application and was unable to process it because of a fraud hold. First of all, both my wife and I have over 700 credit scores and and we were able to provide any information to verify who we were at the time, so I was extremely shocked that words like "fraud" were even mentioned to us while trying to reestablish out account. But after spending over 2 hours in the store with two restless babies, we were told that they would have to give us our trade in phones back but that they would call the fraud department the next day. Both my wife and I were very concerned because we knew that we weren't committing any fraud and if someone had attempted to commit fraud using our information, we wanted to know about it ASAP. The following day the sales rep was working on this issue the first thing that morning so we were certain that she was trying to help us get the matter resolved. After speaking with her she stated that someone from the fraud department would be calling my wife to verify some information, which they did and my wife provided all of the requested information to prove who she was. We were told that there was a mandatory fraud hold on our application with no reason provided; but the fraud department informed us that we would have to call back at 6:00 the next day which would have been November 1st. To make a long story short, we ended up going to another Verizon store to complete the application and were met with the same unexplained roadblock. We spent 2 1/2 hours at this store trying to get this issue resolved and once again left the store without new phones because of a hold placed on the account by the fraud department and were once again not given an explanation. We were assured by the store manager that they would work on getting the matter resolved the very next day. Since we had already paid for all of the accessories and even ported all of our contacts and emails to the new phones, we were certain that we would be able to get our new phones the next day. This morning I called the store manager and he told me that he was on hold with the fraud department and had been on hold for over an hour and that they could still not release the phones. I asked for the number so that we could also call to find out what was going on. We called the fraud department and were on hold for over an hour. Finally, a young lady came on the line and assured us that she would release the application and that it would take 2 minutes to an hour but she could not give us any information at all about why were were experiencing this issue. At this point I am beyond upset because we have NEVER ran into any problems establishing a business relationship and if we had been I'm sure that we would be given a reason why. I would like to know who we can contact to file a formal complaint for possible discrimination and poor service. I am going to be reaching out to others to see if they've had similar experiences with Verizon because I am certain that there is something going on that needs to be investigated.

First of all, I said that there was possible discrimination and that the
matter needs to be investigated. If there is a policy of discrimination
within the company it could be imposed for any number of reasons. Since
I've worked for a company and had inside knowledge of its discriminatory
practices, I know that it's not beyond the realm of possibility.
And I haven't received poor service from anyone in the local stores.
They've all seemed quite embarrassed about the fact that they had
to spend excessive time on the phone trying to get answers from their
"fraud" department to no avail. The poor service has come from the fact
that my wife and I were denied service and given no reason and the fact
that we've spent close to five hours in local stores trying to get that
service. And we were give an application number and informed that it did
not make a difference which store we went to because all of our information
was stored in the system. We went to a different store because we were in
a different city at that time and were trying to establish service before
beginning a new billing cycle with our current provider. The store went
to had absolutely no bearing on the "fraud" hold. If there is a valid
reason for the red flags, someone should be competent enough to tell us
what those reasons are and know how to verify who we are.
And I didn't attempt to start a relationship by filing a complaint. I
tried starting a relationship by dragging my family into two different
Verizon stores and patiently spending five hours of my time trying to
conduct a completely mundane transaction with a company that I had
previously done business with for over 10 years.
<< Personal comments removed to comply with Verizon Wireless Terms of Service >>
Message was edited by: Verizon Moderator

Speed Still Slow After Formal Complaint

Looking for a mod to pick this up ...
I raised a formal complaint after having no BB for a week recently. Once the issue was (allegedly) "fixed" and we at least had access again I agreed to drop the complaint. However, our speed has still not gone over 22mb even though I'm on Infinity2. IP profile is currently 21.66mb and speed is below that.
I want to raise another formal complaint against appalling service provision, and frankly fraud in charging so much for a 20mb link.
I need a contact to raise a proper formal complaint and get my line issues (going for 2 years now) resolved.

Well, I am in the same boat! Two years ago when I took infinity I was achieving the BT suggested speed of 24 Mbps, it lasted for a few weeks then started dropping. Since I have complained and on two occasions when the speed haps dropped to less than 16 Mbps BT have sent and engineer to check the installation etc. In doing so he connects a device to my modem and Hey Presto! the speed increases back to 24 Mbps. Longest it stays there for is a month and almost as though it is calander triggered, it starts to drop.
Complained again yesterday, the BT suggested solution was for me to have a new modem and that would definately fix my speed issue and restore it back to 24+Mbps (all this is quoted verbatim) but, I would have to contract for another 18 months!. BT will not fix the issue first though as they have now added a note to my account that 12 to 17 Mbps is the best I can get. However, using the BT website and looking at the upgrade links the line check suggests 24 to 30 Mbps - wholly misleading I think.
Also as part of yesterdays nonsense with tech support and a reset of the hub FON is not active and calling them today it is as though I am talking a foreign language - I am being asked to go and find another hotspot!!
Hancop, how did you go about making your formal complaint?

Formal Complaint to Corporate

Is this the only way to file a formal complaint to corporate? I spoke with a representative over the phone and her instructions to do this were not correct.
The back story for why I would like to do this. In January, my wife's phone was acting up so we wanted to get her a new one. Her upgrade was not due until July (however we swapped upgrades a while ago so it was actually supposed to be my upgrade) and mine is not until January 2015. We talked to the sales representative at our local Verizon store and asked him if we did the Edge program for my wife that I would still be able to upgrade my phone in July like we had planned to do. He said that it would be not be a problem and that the Edge program does not affect our upgrade date. I even confirmed this again while we were checking out.
Low and behold I logged in to check the exact date in July that I would be able to upgrade and the upgrade date was moved to January 2016. I called support and neither the representative nor her manager were able to help. They said the system would not allow them to change anything and they could not help me even though it was their own employee who gave me false information. They said I could file a complaint to corporate if I wanted to and then proceeded to give me incorrect instructions on how to do so. I have been a Verizon customer for over 10 years and have never asked them for any changes to my upgrade dates so it's not like I have any history of doing this before. I just want to be able to upgrade my phone in July like the Verizon employee told me I could, especially since my current phone is on it's last legs.

Bwick84,
I'm sorry for the trouble you have had. Something does sound amiss. Our Edge program is separate from the standard upgrade. I'd be happy to review this matter for you. Just send me a direct message: http://vz.to/1v0uLEw .
BrianP_VZW
Follow Us on Twitter @VZWSupport

How can I file compliant to Customer service or about Customer service?!!!

Dear Verizon Manager,
I am writing to you file a formal complaint about the Verizon customer service, and to request the refund regarding my Internet service of Verizon FIOS (Account No. 6703004253) for March 2013. This internet service was meant to be cancelled on 25 February 2013, but was not successful, due to errors by Verizon, until 14 March 2013.
I am a client of Verizon FIOS (Internet + TV) since January 2010. Due to the recent move of my family, I cancelled the service in my old place separately. I had successfully cancelled the TV service on 15 February 2013, prior to the move. And after I moved on 23 February 2013, I called on 25 February 2013 to cancel the remaining Internet service.
The associate on the phone told me that the Internet cancellation would be effective 26 February 2013, i.e.. the next day. He said I would be receiving a prepaid stamped box, and had to mail back the wireless router. A few hours after the call, I still did not receive any email confirmation, so I logged on my Verizon account and saw the service page showed “unable to retrieve your plan details” – therefore, I assumed that the cancellation was successful.
The said prepaid stamped box was also never received two weeks after the call – I had to come back to my old place several times to check.
On 14 March 2013, I noticed that my credit card has been charged $61.33 by Verizon in March. So I called Verizon at 1-800-837-4966 on 14 March 2013 at 18:01EST to seek clarification, and was informed by the general customer service that the cancellation was never recorded in the system or processed by anyone!! He said the cancellation would be back dated to 26 February 2013 and refund will be proceeded, and then transferred me to your “discontinue service department”.
From there, I was speaking to the associate named Brennan, who insisted that I never called on 25 February 2013, nor there was no records showing that the cancellation request was received, and therefore refused to back date the cancellation to 26 February 2013 – even I had my call phone record in front of me, which indicated that I called Verizon at 1-800-837-4966, on 25 Feb 2013 at 12:57 EST, for 8 minutes!
Brennan went ahead to cancel the service, but did not refund the charge in March, and simply saying that I only called and cancelled the service on 14 March 2013, therefore, no refund whatsoever.
There would be three reasons why my record did not show up: 1) I did not call on 25 Feb; 2) your associate did not put in the record after the call; and 3) your system failed. Basically, your associate Brennan was implying that I am a liar – I never called on 25 February 2013.
I find this insulting and unacceptable. I requested to speak to her supervisor / manager, and was refused and told that there was no supervisor or manager on duty. She said she will inform the supervisor to call me within 24 hours after this call.
I hope your company record customer service conversation, and you could find the record of my call on 25 February 2013 at 12:57 EST. I don’t know why the Associate I spoke with that day failed to cancel the service, or why you system failed, but again, I find it totally unacceptable that Verizon’s customer need to be punished for the company’s negligence. I also find it insulting that your associate, Brennan, make conclusion without proper investigation or evidence.
FYI – for the reason I stated above, I have disputed the charge of $61.33 with my Credit Card Company.
I and my family have been a loyal customer of Verizon, as we admire your customer service (in the past), and your job well done to drive away customers. Just after the move, we continued with Verizon FIOS and my husband ordered the internet and TV service immediately.
Now I have a second thought. I guess we should be using the company who appreciates our trust.
Look forward to hearing from you on the way forward.
Regards,

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

I wish to register a formal complaint about a scam charge on my phone

I have just had a scam text charged to my phone from a number I do not recognise. Apparently it is a porn site who are supposed to have received a text from me at midday when my wife and I were having lunch. I have been asked to ring the company and complain which I know would be a waste of time because it clearly is a scam.. In my view this is the resaponsibility of EE to put a stop to. How do I register a formal complaint ??

What no. was it from?
These will be reversed-charged texts from Premium Rate nos. you may have inadvertently subscribed to via Web or TV. EE are not obliged to refund you but you may complain to the Premium rate regulator PhonepayPlus or the firm itself. You can check out those nos. yourself on that site.
You could try texting STOP to the number, but it may cost and may not work.

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