How do I submit a complaint to Verizon?

Does anyone know if there is a way - other than posts in this forum - to submit a complaint to Verizon about its customer service? Or am I doomed to wander Verizon's barren wasteland of customer service for eternity? Several weeks ago, I called to order a premium channel and was offered a 50% discount. I accepted, the channel was turned on, and yesterday I received my bill, with the channel charged at full price. I called the same number again tonight to get the discount applied, and was told it could not be applied because the Verizon system did not show that I made any calls to Verizon...since 2012. Had it all been a dream?, I asked myself. But no, there on my bill it showed that I had clearly called to order the premium channel on March 27th. Looking back now, I'm not sure why, but I spent several minutes trying to understand how this could have happened, and why it could not be easily remedied by simply honoring the discount, but I had no success. I asked to escalate this with a supervisor, who I hoped would be able to solve the mystery of the missing discount for me. Wouldn't you know it, the rep informed me, the supervisors are all in a meeting! And, miraculously, it was scheduled to end exactly when the customer service office closes, so I would not be getting a return call tonight. I asked to submit a complaint, upon which I was told I could not submit a complaint about the discount, because there was no notation of the call on which I was offered said discount. Before my mind had a chance to explode, I asked if there were any other avenues for submitting a complaint about this. Surely that customer service rep is cackling to herself now, having delivered me into the kafkaesque hell that is the Verizon customer service website. Initially presuming some reasonableness in the design of a major website, I began by clicking on the "Contact Us" link for billing questions, and was rewarded with reams of options for registering my complaint; alas, they appear to have been written in white font on the white Verizon backdrop:Forging ahead, I imposed upon the friendly looking avatar in the upper right to ask the question, "How do I make a complaint?" The response was vexing indeed: I wondered, am I . . . the first one ever to complain to Verizon? How else to explain the machine's inability to comprehend such a simple request? Excited now, I pressed on for a solution, and found that I could try the Verizon support "community." So here I am, asking why Verizon would lead me on this path to air my complaint for all to see, my criticism snowballing, rather than provide an easy way to seek an answer to my original question. Unfortunately, unlike fictional travelers of an infinite loop, attempting to navigate Verizon's "customer support" has cost me an hour of my night and fair amount of my sanity. If anyone has any ideas how to escape this, they would be very much appreciated.

Two days now, I have been attempting to get an answer. Yes, I have a complaint. And, the documentation to support it exists. Have been a long time FiOS customer in Newton, MA (must be over 15 years). We were one of the first on our street to pioneer with Verizon. And, we have had nothing but great things to say about the product service, technical support (when needed) and the customer support (when needed). We are in the process of retiring to Virginia and on our list of "needs" was a FiOS wired home.On July 28th, Verizon confirmed FiOS was available in the actual UNIT we were looking to buy (this knowledge led us to seal the deal on the condo -- that's how important FiOS quality and service is to us!). Here is a copy of our resulting online Verizon FiOS order for service at the condo that we purchased on August 4th. I also have an accompanying transcript of the Chat discussion where an actual (as in "alive") customer service agent walked me through this order. We ordered all the same FiOS services as we had in Newton, FiOS to FiOS. (Note the titles "FiOS" that appear below on our actual order ).Service Address[address redacted]
RICHMOND, VA, 23231Order InfoOrder number: VA111... [redacted]
Order date: Jul 28, 2015View a copy of your Billing EstimateIncluded in this order:FiOS Internet 30 Mbps/ 5 MbpsFiOS TV Ultimate HDVoiceView Channel LineupOn August 5th, the Verizon technician arrived as scheduled to complete the hook up to FiOS. Let's get to the point. What we have in our condo is internet, cable tv, and phone (yep, the bundle) delivered over a DSL phone line! Yes, FiOS fiber optic is connected to the building's basement. And ends there. From that point on, a telephone wire is used to connect the condo down to the FiOS line in the basement. A DSL telephone wire (from the stone ages!!) that is incapable of providing FiOS quality and speed. This deception has led us to purchasing a home that does not have the Verizon services promised by Verizon. To say we're disappointed does not even BEGIN to capture the emotions we are experiencing.VERIZON: Will someone there, with authority, contact us about running coax cable instead of telephone wire and make this right?

Similar Messages

How do I submit a complaint to Verizon Wireless?

I have been a customer of Verizon's for over 15 years, and just recently learned that I was paying $90 per month for a wireless service plan that I could get for $60 per month. It shows how little Verizon values its (long term) customers that Verizon would not contact me to let me know that I could get a significantly better deal. Verizon is happy to send me advertisements about other products that I could purchase, thus increasing my monthly bill, so it's not as if this type of courtesy is beyond their capability.
When I called customer service to switch to the cheaper plan, I was informed that the only way to register a complaint was to do so through the customer service representative. There is no way I can validate that the rep actually did as I requested. Does anyone know another way in which customers can express their displeasure with Verizon's practices short of filing a complaint with the FTC or the BBB?
Thanks,
Rebecca

rhanovice I understand the importance of benefiting from the best deal! We appreciate your loyalty throughout the many years & we always want to ensure you're satisfied! Promotions and plans do change, but I'm glad you're on the best deal now. Submitting feedback through our Customer Support is one way to ensure your position is submitted, however you can also write a letter at http://vz.to/1hZj5dj
AshleyS_VZW
Follow us on Twitter @VZWSupport

How do I make a complaint with Verizon?

On January 23, 2014, I contacted Verizon Wireless Customer Service because I was experiencing less than satisfactory performance with my HTC One. I purchased the device in September of 2013. Through the first few months I experienced no issues with the device. It was around mid December that the battery performance began to significantly decrease to the point in which I had to charge it multiple times a day to get through the day with it.
            When I contacted customer service I was transferred to a conference call with HTC in which we performed trouble-shooting tasks for the battery. These trouble-shooting tasks did not improve any performance and as a result Verizon sent me a replacement phone.
            The replacement phone I received had more issues with it than the one I returned. On February 1, 2014 I attempted to unlock the phone to answer a message and at this point the phone shut off completely and I was unable to turn it back on or charge for over an hour. I then took it to my local Verizon store in which they were no help to me at all. All the associate did was give me the number to customer service. I went to the store because I wanted personal customer service, I could have easily attained the number from the website. I found this to be extremely unhelpful.
            I then proceeded to call customer service again in which they again transferred me to HTC, I did not know that protocol for customer service at Verizon was to dump their customers onto phone manufacturers. After going through the same trouble-shooting advice with HTC for a second time I was hung up on by both HTC and the Verizon customer service although I was not done voicing my concerns.
            I decided to participate in the customer service survey in which I gave a very poor rating and was informed that I would be hearing from a Verizon Wireless manager, in which I did not, no surprise there.
            With the terrible customer service experience I have dealt with this week I will be looking to take my business elsewhere in the near future as I way out my options between AT&T and Sprint.

I have problems in the charging port, took the phone in and they said it was burnt, from their charger. Told me it was covered but would not replace it. Told me how to do a hard reset which I do 3 times a week minimum. The HTC one is the worst phone I've ever had and was told pretty much to suck it up or upgrade after I just spent several hundred upgrading to this junk. Now I'm worried about submitting a claim and just get the same crap phone.Verizon at one time was great service but now it seems like they don't care about anything but how much money they can scam.

How do I submit a complaint about an Apple store?

I want to lodge a complaint about the (lack of) service at the Apple store in Eaton Centre, Toronto, where I made a reservation for training, and no trainer showed up. The site does not include any information about how to actually contact Apple management. Thanks

No, you're question was about filing a complaint about the Toronto store. This is a user forum, not a complaint forum nor a line to Apple. Apple is not listening here.
If you want to send Apple feedback do so at Apple Feedback. If you want to resolve your issue with the specific store then call the store manager. We are all users like you. We cannot resolve your problem.

How can I file a complaint against Verizon?

My husbands phone went bad and they send out a galaxy s4 with no battery or back for it, and expect us to order it from Samsung who did not have them in stock then expect us to order from Amazon. All of this instead of sending a new phone, which they should have if they didn't have the battery and back for what they sent. How stupid can they be???? This is terrible customer service in my opinion.

SharDoss wrote:
You are not understanding what is being said. We did not ask for a different phone. His phone was under warranty. If they did not have a Motorola Droid M, they should have sent the battery and back for the phone they sent. Their excuse was they did not stock the refurbished phones with the backs (if you return a phone to them you are required to send the back cover back also). The battery came in to their stock over the weekend and was mailed by way of USPS on the 18th (yesterday). We received the back from Amazon today but no battery, because the rep didn't want to send it overnight shipping. It comes down to this - if they did not have a complete phone to send, then why wouldn't they send a new one instead of half a phone. I understand the policy of the warranty of replacing it with a like new phone which is a refurbished one, but at least if it was a different style, send the whole phone!!!!!!!!! That is what is stupid about the whole situation.
The ONLY time I have ever returned a phone to Verizon for a warranty issue, I was specifically told to keep the back AND battery, so no you are NOT "required to send the back cover back also".
Additionally, of course Verizon doesn't "stock" refurbished phones for warranty issues. It is a manufacturer warranty. Verizon simply facilitates the manufacturers warranty if you do not want to go thru the manufacturer. While Verizon offers this service, they are in no way required to do so and do not guarantee a quick turnaround if your model is not in stock.
Next time, go thru the manufacturer if you are not happy with how Verizon facilitates the manufacturers warranty.

How do I file a complaint with Verizon??

I have been a Verizon customer for many years, since 2009 I believe. I recently bought a house in March, and moved my service from my old address to my new address. Since our offer on our house got accepted and we initiated the process of moving our service, I have had nothing but problems. They cancelled our service a day earlier than requested at our old address. I was told by verizon on mulitple occasions that on the day that service was to be started at my new address that a verizon technician was just going to check a few things on the outside of the house, and that they would not need to come inside. I got a phone call right as I was getting ready to walk into settlement from the technician saying that I was misinformed and that he did infact need to come inside. When I finally made it to the house, he came inside, plugged in the router to a phone jack and then left. I was then charged a fee that I had been previously told would not be charged (although I did get it credited back to my account later). A few moths after moving into my new home, I get a phone call from a verizon representative saying that someone was trying to activate a new account at an address at which I had an existing account. They still had an active account in my name at my old address which was amazing since they had shut my service off a day earlier than planned. I could go on and on and on with the countless issues. The experience I had today just pushed me over the edge. A technician had to come out to my home in the beginning of August to move the service box from one wall to another. I was told when I made the service appointment that I was not going to be charged since it was being moved for a necessary reason, not just convenience. When the technician left, he told me there was a $91 dollar charge. I called and spoke with a supervisor as soon as he left, and was told that I should not be charged that fee becuase again, it was moved because of necessary construction, not just convenience. She told me that it should not appear on my bill, but if it did to call and it would be removed. I looked at my bill today, and low and behold there was that $91 dollar charge. I spoke with a representative that stated she could see in the call history that I was told that I would not be charged, and that a credit would be initiated, but that it would take 1 - 2 billing cycles for that credit to show up, meaning that i am expected to pay it for now. It was the mistake of Verizon for the charge to be put on the bill in the first place, and I am being told that I am expected to pay for their mistake now, and would get the money credited back later. I just moved into a new home so that we could move my disabled mother in law in with us to care for her. I dont have an extra $91 dollars laying around. I have had nothing but negative experiences with Verizon over the last 6 months. There is no consistency from one conversation to the next, and I am always told something different. 99% of the representatives that I have ever spoken too have shown no compassion or desire to have good customer service and this includes many supervisors. I am VERY STRONGLY considering cancelling my account with Verizon all together and am exploring other options for my internet and cable. Please can someone help me??

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.

How and where to file complaint against Verizon's customer service?

I hate it that I had no one to give my business to other than Verizon in my area.
I've had Verizon in early 2000s when FiOS was first available in my area, but the speed sucks so I was better off switching back to dial-up.
Many years have passed so I thought I would try Verizon again as I've heard good things about them. I signed up for the bundle service in 2012, and it's been an internet living hell when you're paying $140 every month and had to struggle daily to get connected onto the slow internet that takes 3minutes to load Google search page if you're lucky (my plan is 50/25).
I've had no internet connectivity on the 2nd floor of my house and I've contacted Verizon many times about it.
First time I'm told the router they provided could cover 100K range, so the problem might be the internet speed. I naively believed them and upgraded my service and got myself locked for another 2year nightmare.
Second time I contacted them I'm told their router could only provide good connectivity if you're within 20ft range. Intersting enough the tech who first installed the modem placed it at the farthest corner of the home that's tucked away from the rest of the house. I already told him that the internet sucked when I had Verizon FiOS when it first came out, but he said let's try place it there. So I think it's only reasonable to have Verizon to send someone to check and see if relocating the modem would solve my problem. The rep told me that can be done at a $154.98 service fees, all the same time does not guarantee that the internet issue will be fixed.
The online customer service person I spoke to has shown no regards on HELPING me to SOLVE the problem; she sounded like she just wants to set up an appointment, collect the service fees, and be done with me. This is not the kind of customer service I expect from a respected carrier. I'm just a frustrated user who wishes the service provider could provide some kind of assistant on helping me utilizing their product. The customer service reps I spoke to has reflected poorly on Verizon, and it certainly tells me you guys don't care about your customers since I'm already trapped in a crappy contract, which you'll get the monthly fee or the termination fees, one way or another. Also, your reps are giving out conflicting and false information. And I'm left on my own to figure out a way to deal with this internet mess. I will be an advocate on the bad experience I've had with Verizon, and as soon as other companies start offering high speed internet in my area, I'll switch in a heartbeat and encourage all my neighbors and friends to give their business to someone who might care a little bit more about their customers.

I feel your pain. That is why we left them ............could not stand the poor customer service either. By the way, we have netflix. Although we had the step up internet connection, netflix was frequently buffering, ot the point that it was not watchable. When we switched over to a known long island competitor, netflix operated like a rocket. So that means I was paying for faster internet connection and getting much less than I paid for.
Good luck.

How do I submit a complaint about a store employee?

My 75 year old mother was in FT Wayne Indiana visiting family and had an issue and was treated rudely by a verizon employee. She was quite shaken. I guess the guy was very impatient, mumbling curse words under his breath and was physically imposing. My mother will probably cancel her account she is so upset about the incident. I just feel like someone at Verizon should know about this.

billydoright, hearing what your Mother had toexperience is certainly one that is alarming to us. We do operate with integrity so it does concern us to hear this happened. We would love the chance to address all of your concerns for you and gather information from you that we don't ask for publicly. This is to protect your privacy as well as all parties involved. This is the sole reason we asked for the PM so that we can take care of this for you. We would love the opportunity to address this matter as well as provide feedback to the store location for the treatment you received.
VanetrisC_VZW
Follow us on Twitter @VZWSupport

How does one submit a complaint to Apple UK about a serious lack of customer support?

HI,
The problem I'm having is finding an addess (e-mail, postal or phone) to complain to Apple about the abysmal customer experience I've had with them. I've been a loyal customer to Apple; having spent in excess of £10,000 over the past 10 years on content from their overpriced iTunes Store (that doesn't include the money I've spent on hardware purchases) and now their customer service is shocking!
I've purchased seasons 1-10 of the TV series Friends and seasons 1-15 of TV series ER (in HD). I have receipts for all of these, and I've purchased iTunes Match. Since Apple decided to offer iTunes in the cloud, a most peculiar thing has happened. Friends seasons 1-10 all appear, except season 5. Likewise ER seasons1-15 all appear, except seasons 2-5. Now in my purchased section of the iTunes store, the same problem exists.
OK? So its been over 12 months, I've submtted FOUR, thats 4, different attempts to get this problem with my iTunes store account resolved. They don't have a phone number you can call, so you can't ensure that the person understands what you mean. I have been completely ignored twice, given another download twice and still have no resolution to the problem I reported. What has realy annoyed me is the fact that because the guy got bored of dealing with me or whatever other reason, I was told to contact AppleCare, which I did - and granted the guy there was really good, but unable to deal with the issue as its an iTunes Store problem, not an Apple TV problem - so I'm left chasing my own tail.
All I want is this problem resolved and then I'm going to go with someone else, because this is just rediculous. So does anyone know of a way to complain to Apple UK?

Call Apple support, ask to speak with someone in Customer Relations, and explain the situation to the CR representative. Perhaps they can help.
Good luck.

How do I file a complaint about horrible, incompetent and negligent customer service?

I might sound super rambling but I am very frustrated and just tired of explaining the situation over and over and over.
On Wednesday, January 21st, I got a call from Verizon Loyalty Department about a "promotion", which I get $25 credit on each line if I upgrade with edge plan. I wasn't sure what phone to change, so I asked them to call me back on Friday. They called me on Thursday, but I couldn't get the call, so I called them on Friday and talked to the customer service. I wasn't still sure about the upgrades, so I asked them about the upgrades with $25 credit would still apply several weeks later if I decide to upgrade, the first representative whom I've talked to looked at my plan and said something like, "Yes, that is absolutely possible. I was looking through your plan, and since you are a loyal customer and ended your 2 year contract with us, I can give you $25 off on your each line. I asked them would I still get the $25 credit for each line when I upgrade to edge plan. He said yes because the $25 off that he is giving me is for the monthly charge and the edge plan $25 credit was for the equipment charges. So Month to Month $25 off was applied on the Jan 24th, and activated on 29th.
After I finally decided to upgrade my phone, I called Verizon customer service the next week. I do not recall the exact day but on 28th or 29th I called to upgrade it, and the second representative also assured me that the credits were going to happen, and then he offered me to bump down my data to 6 gb from 8 gb to save money because I use less then 6 gb each month. I bumped down to 6gb loyalty plan so I was only paying $60 per month instead of $70 per month. The representative told me I would be only paying around $120 per month. I forgot to ask my sister what phone she wanted to change, so I didn't upgrade it right a way. So only the data plan changed on that day.
I was extremely busy with my work for few weeks, and I finally called again to upgrade it, the third representative told me different old me that the previous representative was wrong about giving me another $25 credit when I upgrade with edge plan. So I ended up upgrading both of my lines with $25 credit on each line plus $60 for 6gb data. But she said I would be still paying less then what I normally pay, which is around $183. I upgraded and took me few days to receive my phone. I checked my bill and it was showing different than what I was told. I called again and explain all this thing again and the lady adjusted my data plan - 6gb loyalty plan for $50. She said she doesn't know what other representative was doing, but this will fix that I would only pay around $150-160 per month. After I got my phone, I called verizon to activate my phone (I don't really remember it was before or after, I just talked to them too many times and they have changed my promotions and plans too many times in very short time). He also confirmed $25 credit off for each line, but there was one time tax fee that none of the representative has mentioned while I asked bunch of questions about the upgrading fee and how much it would cost on the first month and etc.)
After all of that happened, I was settled and didn't think about the payment until I got $290 with only $15 credit on my bill. I called again and asked what happened and the representative told me she doesn't know why this happened and why the previous representatives told you something that weren't true. and I had to go through the explanation again. She said she fixed it and everything was taken care of.
I checked my bill today. My plan was changed to $90 for 6gb and I was paying $30 more than I originally paying which was around $180 and $50 more than I was supposed to pay. I called the representative today, explained the previous situation and asked why this happened. Basically he told me that all the previous representatives were lying to me. Are you kidding me? They were lying to me? How am I suppose to know if he wasn't "lying" to me? He said only thing he can do is change back to my original plan and amount, and I would pay $6 more than what I used to pay which was about $183.. I asked me if I would get the the 8gb back. He told me that isn't possible. The change did not happen so far. I am tired of calling verizon and more tired of getting different answers from different representative.
I am seriously concerning about changing my service to different carrier. I have to call the verizon every single month when there is a change in my plan. If they were really lying about the promotion and plan just to sell more service, they should be suspended or fired or something, and I need my money back for overcharged fee and need some kind of compensation for my wasted time and stress I got from this.

Okay. You are just missing the whole point, and I am not saying anything after this. I did go to the website to read about the edge plan after I got a call from the loyalty department. I asked the questions on some parts I didn't understand (or was confused of) to the representatives. But my main question was whether I was getting $25 credit and in what conditions. They all answered differently to the same question. (My original question - Do I get the $25 credit with edge plan?- One rep. offered me that month to month $25 off before my upgrade. Other rep. confirmed $25 off plus $25 credit with edge and offered bumping down data plan to save extra money. Another rep denied $25 off plus $25 credit with edge but confirmed decrease in my monthly payment by bumping down the data plan. Other rep denied both. You see what I am talking about? I asked one question to begin with: am I getting the $25 credit with edge upgrade plan - and they are the one who offered me different promotions and offers)
I also left the part that I actually went to the website and 'researched' the different plans that all the representatives were talking about after I hung up on the phone each time. I joined the forum today because I wanted to know where and how I could file the complaints on verizon customer service after today's call. I should have been more clear on what I was asking, but I thought I was clear enough on my title "How do I file a complaint...?" Yes I am angry at the fact I didn't get what I thought I was getting, but I am more frustrated the fact every single time I talked to the customer service I get an answer from the rep. I am on the phone, saying "Previous representative you've talked were wrong about this," or "They were lying." The representative, then, would fix my issue, but I would still get the conflicted bills. Don't I suppose to call the customer service to fix it? What's the customer service for if it's not for that?

How do I email or submit a complaint?

I've heard about Verizon's legendarily bad customer service, and I've experienced some frustrating episodes before, but it wasn't until this morning that I fully appreciated how awful it can be to deal with Verizon Wireless. The only thing that keeps me from leaving is that ATT is probably not much better.
After finally resolving my issue this morning (not the way I want to spend a Saturday morning), I asked the customer service rep to provide me with an email address so that I could submit a complaint and inquire as to how to avoid such unpleasantness in the future. I was put on hold for five minutes, only to be told that there was no email address, but that I could use the "leave feedback" option on the website. First, why did this take five minutes? Second, why doesn't Verizon Wireless, a communications company, have an email address to allow customers to communicate with them. Just wondering. Third, I cannot find that option. Please point me in the right direction. Fourth, please tell your automated message thingy to stop calling me. It's ridiculously hard to get through to Verizon when I want to, and when I want to be left alone I keep getting unwanted calls. It's like Verizon is taunting me. I could go on, but at some point I have to get on with my day.

Their tech support is horrible.... ive been with them for 19 years and i miss the old days when they had techs in their corp stores.. now all their tech supports consist of is.. 1) replace your phone 2) replace your sim card.. if you have a issue that is out side of the box.. you are (removed). ... ive been dealing with tech support almost every day for 5 weeks.. they put in trouble tickets. the people who do the trouble tickets dont read them and give a blanket reply of.... the issue is due to the customers house.. meanwhile im complaining of issues not only inside my house.. but OUTSIDE of my house as well. so they instantly say.. network extender needed.. i said to them.. the network extender will reach miles from my house? even the tier 2 techs are saying the network techs are NOT reading their notes.. they cant be.. cause their answers make no sense.. but this is the support i get regardless. when they run out of options. they say... we are sending you another phone.. i said.. you realize we are getting close to 10 right?? bottom line is. the biggest cellphone provider does nothing more than throw phones and sim cards at you when you have issues.. like everything now a days.. no on actually works on anything.. they just replace it..
Edited as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

How do you get a RESPONSE from Verizon?

How does one get a response from Verizon? Here's my situation...
Given the amount of trouble that I have had with a recent order, you would think that I was trying to land a 747 jet on my roof. In reality, all I was aiming to do was to cancel the $19.99 per month phone service that I never used. I do not even own a phone, for that matter. I also had enhanced high speed Internet, and I wanted to retain the high speed Internet. A few days before January 13, 2012, I called Verizon and spoke to the 1st sales representative, who ensured me that it was no problem to cancel the phone service and yet retain the high speed Internet for the same monthly price. 24 hours later, my high speed DSL service was no longer functioning. I will try to briefly explain the disastrous customer service that ensued.
The first several phone calls to Verizon were not productive as I was transferred to the wrong department, and then at least one of my phone calls was dropped by the Verizon server. The representative did not call me back. I finally got in touch with a technical support representative, the 2nd Verizon representative, who informed me that the high speed Internet had been turned off and that I had to speak to a sales representative to solve the issue. Another sales representative, the 3rd Verizon representative, informed me that the 1st representative had cancelled my phone line, and thus cancelled all of my services. Great. The 3rd representative informed me that he was absolutely capable of handling the problem and that he would simply add a new order for high speed Internet, which was to be activated the next morning. The next morning came and went, and guess what? No Internet. I called again. The 4th Verizon representative told me that everything that had been done previously was incorrect and that the sales department is not capable of making such changes. She told me that she could not help me and that my claim had to be submitted to a different department, which has the authority to un-do all of the previous changes. She told me that I would receive a call back the same day to resolve the issue. Given my previous experiences with Verizon, I was confident that I would not, in fact, receive a call back and so I asked her how I could get transferred to this department, if I needed to call again. She said that I could not be transferred. Okay. So then I asked her what to ask for so that next time I called, I could be transferred to the correct department without dealing with yet another sales representative who gives me yet a different story. She informed me that she could not provide that information to customers. The Department That Shall Not Be Named (and that I cannot contact) did not call me, and I was not surprised. Unfortunately, I did not know how to go about contacting them, because, as I was told, customers aren’t allowed to do that.
The 6th phone call to Verizon was dropped by the Verizon server. The 7th phone call to Verizon went to the 5th Verizon representative, a sales associate who placed us on hold for the first 15 minutes only to inform us that she could not find any record of our Internet service. What the heck was she doing, checking her Facebook account? She finally returns, puts us on another extended hold, and then adamantly tells us that we need to speak with technical support, which, if you recall, was the first Verizon party that I spoke at the beginning of this debacle. The 5th representative transfers me again to technical support. Of course, the technical support personnel, the 6th Verizon representative said what the first one did, that the account was inactive and that we needed to talk to the sales department. My husband was on the phone at this point because I was DONE. When the 6th technical support representative tried to transfer him back to the sales department, my husband insisted that the 6th technical support representative remain on the line while we spoke to yet another sales representative, the 7th Verizon representative. The 6th technical support representative patiently waited with us while we sat in yet another long queue to speak with a member of the sales department.
The 7th sale representative, from the retention department based out of New Jersey, found that all previous orders had been set up erroneously. She cancelled the old orders and reinstated a completely new order. The DSL began working a few days later. MAGIC. She then left me a voicemail message saying that she would eliminate the activation and shipping fee (duh) as I never canceled the account to begin with and as I already had the equipment. She also applied a coupon to reduce the price to around $30 per month, assured for the next 2 years. I was relieved.
You can imagine our frustration then when we received the bill for $79 on February 6, 2012, which included a much higher monthly rate (around $45) and the shipping and activation fee of $19.99 that we were assured we would not pay. Again, nothing was shipped to us because we already had the equipment.
Our next phone call to Verizon landed us with a guy, the 8th Verizon representative, who had no intention of helping us. According to him, there was no record of these wrongs, and despite the fact that we had an old account number and three order numbers that were screwed up, he did not deem that there was enough evidence to change our monthly bill. (Unfortunately, the 7th Verizon representative did not make notes or appropriately document the situation on the new account.) The 8th Verizon representative then had the audacity to comment that we could be lying to him, yet he was unwilling to view the evidence that we could have presented. Instead, he suggested that we call tech support again and try to go through the same process to get connected to the mysterious “retention department” which he knew nothing about.
At this point, I was beyond fed up. The attitude of the 8th Verizon representative put me over the edge. I filed a complaint with the Better Business Bureau (BBB) with an abbreviated version of this story. I did not file the complaint to get back at Verizon. Instead, I filed the complaint because I knew that another phone call to Verizon would be useless. I’ve been dealing with this issue for over a month, and I’m sick of it. I have better things to do with my time, believe it or not, and this situation has resulted in a significantly waste of my time over what, in my opinion, was a very simple issue to resolve.
The BBB processed the complaint and I was contacted last Friday afternoon by a Verizon representative (the 9th) who said that she was looking into the matter and that she would respond to me within two to three business days. Well, it’s almost the end of the week, and I have received no response. Again, after all of this, how could I be surprised?
I have been a Verizon customer, wireless and residential, for as long as I can remember, but I am reaching the point of outrage. This situation is truly unacceptable.
You would think that, in 2012, with all of the technology available to us and the fact that Verizon is a COMMUNICATIONS COMPANY, that at least Verizon employees would be able to make a basic change to an existing order and that at least one out of 9 Verizon representatives would be able to solve this issue in a span of over four weeks. Think again.
How does one get a response from Verizon?

dougiedc wrote:
It boggles the mind. The Verizon store on L Street downtown Washington, D.C. cannot access my Verizon account. They can only sell cellphones then it's up to me to contact Verizon on my own to get the hook up. I even asked "Are you Verizon employes? Is this a vendor store or is it really a Verizon owned and operated store?" The answer "Yes, we are Verizon employes, yes this is a Verizon owned and operated store" ...
Yes, it indeed boggles the mind. I'm of course referring to the fact that your post concerns Verizon Wireless products and services. This forum is dedicated exclusively to Verizon Communications services. As you probably know, Verizon Wireless and Verizon Communications operate as separate companies.
If you need help for a Verizon wireless product or service, it's best to direct questions to the Verizon Wireless forums. You can reach them by clicking on "Wireless" (either here or at the top of the page).
Good luck and I sincerely hope you get your issue resolved.

Filing a complaint against Verizon?

Last month, I attempted to sign up for high speed internet and phone service through Verizon. A $100 deposit was required for the internet and taken out of my account, yet I never receieved anything from Verizon. I called to cancel the order, and at first, they couldn't even find an order. Then they found it, or so they claimed, and cancelled it.
I asked for my $100 to be refunded and was told it would be returned. Well, after a week, there was nothing, so I called back. Kept getting transferred and was told 6-8 business days. After 8 business days, still no money. Called again. Kept getting a run around. Was transferred countless times, talked to many unhelpful, incompetent **bleep**, and was basically told to keep waiting.
Finally got some woman to tell me it was being processed and would take 3-5 business days. Yesterday was business day #5 and I still never got my money back. Called yesterday and was told they were going to try and track the refund, and that I would be getting contacted today.
Today came and it's now 9:12 PM. No money, no call back. I called Verizon 3 times today. First time, I talked to some **bleep** who told me it wasn't Verizon's problem. **bleep** better believe it's your problem. My account has a $100 charge on it from Verizon. So I hung up on him and called back.
Talked to another **bleep** who said I had to either keep waiting for my money, or I could talk to a supervisor. I asked for a supervisor, and after being on hold for 10 minutes, was told I couldn't speak to one. So I got mad and hung up.
Called back a third time. As for a supervisor and was told I was speaking to an account manager. She was unhelpful(typical) and transferred me. I spoke to another woman who said she didn't understand why I didn't already have my money, and that she would send my information to a manager. Now I'm supposed to wait until tomorrow to find out if I'll ever be getting my $100 back.
I NEED that money back ASAP! That was half of my paycheck. I work for minimum wage and only get paid every two weeks. I am part time. I make barely any money. I WANT MY MONEY REFUNDED NOW AND I AM SICK AND TIRED OF BEING LIED TO, IGNORED, AND STOLEN FROM. How in the hell do I get my money back, and how do I file a complaint against these **bleep** who can't even do a simple job?

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. Please keep all correspondence regarding your issue in the private support portal.

How can I cancel my contract with Verizon without any fees because Verizon has failed to provide me with a workable phone for over 2 months despite many hours talking to tech support and several replacement phones, batteries, power cord, and sim card etc

How can I contact a representative of Verizon to help me cancel my contract so I can switch carriers to get a phone that is reliable and a Co. that supports its products? Verizon seems to have many blocking scripts or dead ends when trying tio contact someone who can help the customer. How can I get around the blocks and get to someone who can directly answer my questions? I have one of those "hot" phones that were recently seen on the news, yet no one seems to be able to help me resolve the issue. I have no idea where this comment goes, or who reads it?
Jim R

The phone is your responsibility, if it's before the 1 year warranty you can get defects fixed by the Manufacturer of the phone. If you want to leave pay your termination fee, or find a carrier who claims they will do it but don't really expect it to happen either.

Re: How do I file a complaint to Best Buy?

I need help!!!!!!!!!!!!!!!!!!!!!1
How do I start?? Simple is best!
#geedsquad #bestbuy
Geeksquad Service Protection Plan #{removed per forum guidelines}
10/23/14 - Started process for broken device at the Best Buy in Garner, NC - After NOT RECEIVING the shipping box from #ups, another trip to Best Buy in Garner, NC.
11/5/14 - Shipped broken device as PER INSTRUCTIONS
From 11/9 to 11/15 my son called several time with NO RESOLTION. He actually needs his phone FOR WORK!!
11/16/14 Theresa {removed per forum guidelines} - customer service rep - nice lady, spent a lot of time trying to get me answers. I felt she really wanted to help.
After over 1.5 hours on the phone NO RESOLUTION! A promise to call back - NO CALL BACK!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
11/19/14 3:15 PM - Leon - customer service rep - HORRIBLE CUSTOMER SERVICE!
I ask Leon to get his manager on the phone (he said his name was Malcom). He would not get his manager to the phone and was a shining example of HORRIBLE CUSTOMER SERVICE!
11/19/14 3:36 PM - Cassandra - customer service rep - nice lady who quickly recognized she could not help and "bumped" me to another rep.
1/19/14 3:40 PM - Mira - HORRIBLE CUSTOMER SERVICE! Repeated every word I said trying to understand ENGLISH! I asked to be "bumped" up several times....finally she did.
11/19/14 3:45 PM - Ernie - Mira's so called manager (at least he understood ENGLISH). After 10 minutes of telling me I had the wrong information, Ernie informed that he couldn't help me and bumped me up.
11/19/14 3:59 PM - Bob - nice guy who took the time to read through the file, THEN informed me that there was no "active service" for this account. Bob then put me on hold and called Best Buy in Garner, NC. After talking to Best Buy in Garner, NC, Bob tells me that I will get a call back in 24 to 48 hours.
NO CALL BACK!!!!!!!!!! CALLED ENDED AT 4:51 PM ONE HOUR AND 45 MINUTES - NO RESULOTION!!! EMPTY PROMISES AGAIN
11/21/14 5:24 PM - Marchele - customer service rep. Marchele tells me that this is the responsibility of both #geeksquad and #bestbuy and then supposedly is going to transfer me to "someone higher", after waiting 10 minutes or so ....I was promptly hung up on!
11/21/14 5:46 PM Beverly - customer service rep. Beverly also is going to transfer me to "someone higher", after waiting several minutes ....I was promptly hung up on AGAIN!
11/21/14 6:08 PM Khonisa - customer service rep - This lady really put forth effort. She gave me a Case ID 148203353 and also got a supervisor on the phone (Mary). Mary (not knowing I was on the line) asked Khonisa why she had called her and who told her to call ext 200? Khonisa then, trying to help me, explained the issue to Mary........So I was eventually told by Mary that I need to direct this back to the Best Buy store in Garner, NC. Mary told me that "Sara" at Geeksquad Mobile was aware of all these problems.
11/21/14 7:00 PM (I think) Called Best Buy in Garner. Eddie answered and said that there was NO Sara. I explained my latest conversation with Mary. Eddie told me that Nichole (his manager) knows about this and she'll be in tomorrow at 11:00. Not believing anything at this point, I asked if I could talk to someone in "Mobile". Alex, Mobile Manager, got on the phone. Alex informed me that he DOES have a Sara, but she has NOTHING to do with this and tells me to call back tomorrow.
11/22/14 11:19 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
Nichole said she was aware of this situation and ask if she could return my call.
11/22/14 11:40 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
Nichole tells me that I need to call 866-205-4388 and that if I didn't get a resolution to call her back.
11/22/14 11:55 AM - "WAIT TIME IS 20 TO 30 MINUTES"
11/22/14 12:28 PM - Bani - customer service rep.
Bani tells me that he cannot see any service order in the system for this issue. He states that he "doesn't have backdoor access" and only the Service Center has back door access to see all the information needed. Bani then STATES "it looks like someone at the store (Best Buy in Garner, NC) CANCELED THE SERVICE ORDER. Bani tells me that someone from the Service Center will have to call me back and that the Service Center will have to make a NEW Service Order. He asked a couple of times if there was more than 1 phone on this Protection Plan......NO there is not! Bani tells me that I will get a call back in 24 to 48 hours.
EMPTY PROMISES AGAIN
11/22/14 12:43 PM - Nichole - Geeksquad Manager at Best Buy in Garner
I relay all the info from my last call to Nichole. She tells me that she is going to talk to her General Manager, Mike {removed per forum guidelines}, as soon as he get out of New Employee Orientation. Nichole seems genuinely concerned about this problem and asked that I give her time and she will call me back. Ended call at 12:57 PM.
11/22/14 4:00 PM (I think) Voicemail from Nichole stating that I need to call someone else. ***At least she called back!!
11/22/14 6:00 PM - The number I was asked to call routed me to CANADA! Julian (in CANADA) said he didn't know why I was calling him and transferred me to someone else - Jennifer.
11/22/14 ?? PM - Jennifer said that she COULD NOT RESOLVE this issue and gave me yet another Case ID {removed per forum guidelines} with a PROMISE TO CALL BACK IN 24 TO 48 HOURS. NO CALL BACK!!!!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
11/26/14 10:50 AM - Ann - customer service rep. After reviewing this file, Ann could find NO SERVICE REQUEST. She recommend that I go to BestBuy.com and use the "contact us" to let them know about the issues. She then told me to expect a call back in 1 to 2 business days. Ann also gave me yet another Case ID {removed per forum guidelines}.
11/26/14 12:44 PM – Nichole, Geeksquad Manager at Best Buy in Garner, NC Nichole said that the order needs to be “recreated”. This CANNOT be accomplished because they already have the phone which Nichole agreed. Nichole is to once again call someone in the corporate team……. Called ended at 12:57 PM

Bill,
NO PHONE, NO SOLUTION AS OF TODAY 12/9/14
You can add this to the previous post. All the information should flow time wise. I'm pretty sure I'll not hear back from you, since everyone is too busy to take ownership of this problem. This started WAY before Black Friday and continues WAY after Black Friday. I responded to Derald......AT NO TIME HAS THIS ACCOUNT BEEN IN QUESTION. An address change at the bank was needed on the card. Even IF this account had not been paid in December IT WOULD NOT AFFECT THE OCTOBER REPAIR! How dare Best Buy use that tactic as yet another ploy!
11/26/14 – As of today after I posted to Facebook Brian {removed per forum guidelines}, Market Service Manager, is aware of this issue. Brian {removed per forum guidelines} is obviously someone with enough clout to resolve this issue (I believe he is a regional or district manager).
Email sent:
Sent: Wednesday, November 26, 2014 3:56 PM To: '[email protected]' Subject: Need help!!
11/28/14 ?? PM - I called Nichole at Best Buy in Garner, NC. Nichole was too busy to come to the phone. I was told she would try to call me back tonight or tomorrow.
11/29/14 1:09 PM - Nichole returned my call from Friday and left a message. She apologized for not getting back in touch with me yesterday (Friday). Nichole said she has yet to hear anything back from the escalation team.
12/1/14 2:43 PM – Nichole is at lunch. I asked to speak to Michael {removed per forum guidelines}, GM for the Best Buy in Garner, NC. Michael is not in today. – I left a message for Nichole to return my call.
From: Facebook (Best Buy) [mailto:[email protected]] Sent: Monday, December 1, 2014 2:14 PM To: Jacqueline {removed per forum guidelines} Subject: RE: Need help!!
Hello Jacqueline,
Thank you for contacting us. I am sorry to hear about the issues with having the phone serviced. I have a couple of questions for you before I proceed. Under whose name is this phone and the Geek Squad Protection Plan and is their monthly payment plan up–to-date?
Please reply at your earliest convenience. Thank you.
Derald, Social Media Specialist
ECC Social Connections & Innovation
Best Buy Co., Inc.
Reply Email:
From: Jacqueline {removed per forum guidelines} Sent: Monday, December 1, 2014 3:35 PM To: 'Facebook (Best Buy)' Subject: RE: Need help!!
This phone is in the name of: XXXXX
The phone number associated is: 919-XXX-XXXX (please refer to any of the Case ID numbers below)
There is NO MONTHLY payment for this plan.
****Derald asked that I “Please reply at your earliest convenience”. Wonder how inconvenient it is to resolve this issue for these folks!!
12/1/14 5:05 PM – Nichole called me back. Nichole has still NOT received any information to be able to resolve this issue. Nichole is THE ONLY PERSON at Best Buy or Geeksquad that has bothered to contact me or help me in any way. Her hands are obviously tied.
12/2/14 Michael {removed per forum guidelines} – I CALLED, yet again, to the Garner, NC Best Buy and asked for Nichole. After being on hold quite some time, Michael {removed per forum guidelines} come on the line and tells me that he has NO NEWS about this problem!! Nichole has obviously sent my call to him rather than answer me. Michael states that he WAS GOING TO CALL TODAY (this call was made late afternoon). Still no phone OR anyone with enough sense to be able to get through the system and figure this out.
12/2/14 4:45 PM – Nichole calls me and tells me that XXXX’s credit card needs to be updated in order to process this claim…….WHAT?????????? So, we run to the bank before they close (note the time) and get the credit card address information updated. We have recently moved and I have been telling whoever I talk to about that in case the REPLACEMENT phone had been sent to the wrong address. REMEMBER, the first empty box came to the NEW ADDRESS. Also, I gave the NEW ADDRESS to Michael {removed per forum guidelines} yesterday!!!
12/2/14 5:?? PM – I called Nichole to let her know that the credit card address had been updated today. She was looking for a way to email someone to let them know, because she had NO OTHER way to contact the escalation team, no phone number…..REALLY?
12/3/14 Response from an 11/26 post:
Bill-BBY
Senior Social Media Specialist
Posts: 3,983
Topics: 279
Kudos: 153
Blog Posts: 18
Solutions: 171
Registered: ‎10-10-2012
Re: How do I file a complaint to Best Buy?
‎12-03-2014 02:47 PM
Hello jlippard-
I absolutely apologize for the lateness of this response. We are extremely backlogged from the holiday and Black Friday and trying to catch up.
It certainly sounds like you are experiencing an extremely frustrating situation and I am truly sorry to hear about the issues going on with your phone. I saw that you had also reached out to us through our Facebook channel and my colleague Derald was able to respond to you. I believe that he is waiting on some information from you to proceed, so if you have not yet replied to him, I would encourage you to do so. Hopefully he can help you sort this all out and reach a resolution for you.
Thanks for connecting with us.
Sincerely,
Bill
Seems they are too busy (really, since October) to handle this and one hand doesn’t know what the other hand is doing. I had already responded to Derald and have received NO RESPONSE BACK.
12/5/14 – Afternoon – STILL NO PHONE HAS ARRIVED AND NO ONE HAS CALLED! I called Nichole, Geeksquad Manager, Garner, NC Best Buy. Note that Nichole is the MANAGER! Nichole has received notification that they are TRYING TO SOLVE THE ISSUE! I’m very angry at this point! Up until this call, I have been very respectful AND extremely patient! I said to Nichole “what do I need to do at this point, call the media? WRAL 5 On Your Side? This is BEYOND belief! THE ABSOLUTE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Nichole agreed that I have been respectful and patient and that SHE would also be very angry. Nichole said she would be angry as a Mother and as a customer.
12/8/14 - WELL BLESS MY SOUL! A package arrived today to the OLD ADDRESS! The box is EMPTY, NO PHONE! Nichole had previously told me that the “escalation team” was going to RE-CREATE” the service order. Nichole told me this WOULD NOT WORK BECAUSE THERE IS NO PHONE TO RETURN. They already have the phone! I call Nichole, Geeksquad Manager, Best Buy in Garner, NC. Nichole, with an big ‘ole attitude, tells me that because I said I needed to contact the media, she could no longer discuss this with me or help me. Nichole told me to call 1-888-Bestbuy.
12/8/14 4:04 PM – 888-BestBuy - Rebecca in sales department. Rebecca put me on hold for a bit trying to get a manager to help me. She was obviously concerned after pulling up this account and seeing just how bad the customer service has been. With Rebecca being in sales, I guess she gets it. Rebecca hands me off to Catherine. Catherine apologized for the way I’ve been treated and seems to be very concerned about this as well (some I’ve spoken with seem concerned, but NO ONE can ACT – the GM in Garner NEVER SEEMED CONCERNED). Catherine tells me that it would be a good idea to go to the UPS store and get them to track the phone sent on 11/5/14! Really…we have been told the phone was received! We have also been told the serial number did not match…….. Catherine tells me that it is NORMAL that the serial number doesn’t match if there has been prior repairs (which there has been). ANOTHER PROMISE TO CALL BACK IN 24 TO 48 HOURS. Another day……….. NO PHONE, NO RESOLUTION!
47 DAYS, 30 documented phone conversations (some not even documented), MANY EMPTY promises of a CALL BACK, Delayed or NO email responses and COUNTLESS hours (mine and theirs) NO RESOLUTION from anyone!!! Paying for a SmartPhone plan for going on 2 months with NO SMARTPHONE! The amount of time they have wasted taking my calls would equate to just giving me a new phone! My time would equate to 3 new phones. The amount spent on a phone plan service that can’t be used is ridiculous. This Geeksquad plan is and has been in good standing for the entire duration of this issue. The madness just doesn’t stop!
The amount of money WASTED on this one issue is unbelievable! Corporate Best Buy and Geeksquad are spending untold thousands of dollars with POOR MANAGEMENT such as this and passing on the expense to the consumer!!
If you're planning on shopping/purchasing at #bestbuy or using #geeksquad this holiday season, consider this post on customer service. Imagine how you would feel if a family member or friend had to deal with this type of service, especially for a gift!!!

How do I submit a complaint to Verizon?

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