I Need to File a Complaint??

Yesterday, I came home after work and realized my Verizon cable and internet had been turned off...I'm moving to a new residence at the end of the week and requested services to be changed then. I called customer service and was on the line for 3 and a half hours and spoke to 6 or 7 different people before they told me nothing could be done. I just kept being transfered to different departments.
I started out talking to tech support, which had no idea what was going on, they had me reset my router, etc. I told them if it had anything to do with me moving and they realized that was the issue (after 45 mins of trying to fiddle with the internet and cable box). They patched me over to billing. Billing told me they needed to transfer me to a dept that could get my service back on. I was transfered to a lady who told me she could only cancel my service and transfered me to another person who could help me. I spoke the customer service rep and he told me he couldnt find my address and that I needed to call the next day to speak with billing because my account needed to be "reactivated" before he could give me service. He said it was to late in the day, they were closed, and I would have to call tomorrow.
I called back to try and file a complaint, and what do you know, I was speaking with someone in the billing department, as there is no place in the phone menu to file a complaint. She said that I needed to go online to file it, but there is nothing there. Anyways, I gave her my ticket number and told her I spoke to a rep a few minutes ago who said I needed to get my account reactivated. The ticket number didnt mean anything to her. She told me that she couldnt help me. So I asked to speak to a supervisor, and essentially he told me that since I placed the order online that it was my fault that the service was terminated and there was nothing they could do about it at that time. I understand that Verizon has different avenues to place service but there needs to be accountability in your company for the products and services you offer. If I place an order online you should be able to pull up the specifics of the new contract I signed, including termination dates. Also, my address was apparently completely removed from my file and changed to the new one where I don't live yet. I have been here for over a year.
When I placed my order online I specifically requested that my service be moved on 5/3/13, and to cancel my previous service on that same date. Now I dont have internet and cable at home and I am still paying for it and no one seems to know what to do about it.....I was on the phone, after being at work for over 10 hours, for 3.5 hours to ultimately be told that I was at fault for the temination in my unit and basically had to deal with it.
...and the real kicker is that one of the reasons I moved into my new apt was so I could keep verizon fios internet...

Hi cramos357,
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.

Similar Messages

I need to file a complaint. Fraud is happening and no one is assisting.

ello anyone at Verizon- I need to file a formal complaint about a huge issue that is going on in a local store as well as the customer service number. I have called over 5 times in the course of 2 months to have an issue a resolved and each time I talk to someone I am told that the issue is being taken care of. I feel like I am getting the run around with no resolution.
In July of this year I went into my local store to get the Father's day deal. $99 for any smart with a 2 yr contract. I went into the store and was told that I was eligible for the new phone. The sales person spoke very quickly about this "edge program" and told me that all I had to do was give him my HTC and that I would get my new Iphone5s. I did all this and then I get my first bill and to my surprise when I looked very closely at what I was paying for, I found that I was making monthly payments for an Iphone that was $650!!!! Who is crazy enough to pay that much for a phone when they were told they were paying $99, and gave them an HTC?
I called customer service and spoke to Edgar he said that he was sorry and that I should contact the store manager and they would be able to resolve it. I followed Edgar's advice and spoke to Alex the store manager and he said he would do some research and call me back. He never did.
I called customer service the again and spoke to Kayla who was exceptionally helpful. She remembered the promotion and was determined to get this issue resolved. She even put me on hold to call the local store to speak to someone and promised she would have all this resolved. She also wrote extensive notes only acct for those to follow. She told me that I would be merged out of the Edge Programs into a 2 year contract. I would not be paying $650 for the phone and would be reimbursed for any payments I made towards that ridiculous balance.
I called back after a couple weeks and I was still paying for the $650 phone and I was EXTREMELY upset at this point because I had to keep following back to see if Verizon had done their job. This is not my responsibility. I was promised follow up calls and emails ensuring that my issue was being resolved. Still nothing.
I called and spoke to Ashley this time. I gave the WHOLE detailed issue AGAIN and said she got an approval from her manager to sending my case to corporate. She had to fill out a form and send it off. She promised a call after 5 days for a follow up. She never called. She provided me a confirmation #(removed).
I called again and spoke to Luann asking if she could give me a status of my confirmation # where she stated that there are no notes in my acct for this #. So was this just a gimmick to get me to give up? Or did it in fact get sent off somewhere and its now lost? At this point I am extremely disappointed in Verizon and their customer service. I feel like I have been lied to, cheated out of money, so someone could get commission, and just upset. Oh by the way the manager and sales person no longer work at the store. I wonder what happened there?
Could someone resolve this?!!! I would like to know where my confirmation # went and if this going to be resolved? I am seriously contemplating switching carriers and reporting this to the authorities. This is negligence as well as fraud. I appreciate any sincere solution to this matter.
Thanks
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

try here:
http://www.bbb.org
File a complaint with them. Verizon will call you to fix the blunder.
But remember it is always up to the customer to insure what they are getting and what it costs. Don't trust the word of a sales person who makes their living on getting that sale. Lies, deceit or false promises will be and have been used by sales people for thousands of years.
Good Luck

I need help! I need to file a complaint, but have no idea how.

So I am 17 years old, and my mom got me a phone in November because my old phone broke. When we went into the store the guy who sold it to us ripped us off. He told me that we would only have to pay $20 every month for a year if we didn't do the two year contract. But today we found out that my mom would have to pay $22 a month for two years, which is a huge rip off since if we knew that then we would've done the two year contract since that would only be $50 dollars after mail-in rebate. Then she spent two hours talking to customer support, and they just kept on dancing around her question on why her bill went from about $170 to about $400, and then we asked them how to file a complaint since they weren't helping us, and they refused to tell us saying we couldn't. I just want to know so that my mom can calm down. We love Verizon, and this is just ridiculous. I would love it if someone from Verizon or anyone that knows how to do it answers this.
Thank you for reading this,
Hannah

hannah_jane16 - You'll need to send a Follow request (in the upper right-hand corner of their page) to ArnettH_VZW that they'll have to approve. They, in turn, will have to send you a Follow request that you'll have to approve. Once you both are Following each other, then you can send them a Direct Message.
How To: Direct Message

I need to file a complaint against local store and sales people. How?

I am a long time AT&T Customer. I had heard many good things about Verizon so I went to the local store and signed up as a new customer. I went in wanting a smartphone with 6 gb, unlimited text and minutes. The salesman told me he had a better option for me, I signed up on a 2 year contract with a Samsung 5 phone and he told me a separate device (hotspot) would serve me better. I repeatedly asked the cost and he told me $2.40 a month. I spent over 2+ hours in the store for this transaction.
When I got home and started going through what was sold to me I saw charges that I was not aware of. I had been told I would receive a form for a $50. rebate for the Samsung 5 which I wasn't given. I then received a bill for $251.00. I tried logging into my Verizon account and was told I was not the main account holder so I could not view my account. I was very frustrated at this point. I went back into the store to resolve all of these issues. Another 2 hours and I found out that my phone only had 1gb on it and the little box (hotspot) I had been sold had 5gb on it and I needed to carry it with me to be able to have access to data. I then found out that my account had been registered under the phone number for the hotspot - the salesman(the same one that sold me these items) worked on the store computer and said he fixed it, I then asked about the large bill that I received. He looked it up and told me that I had been charged for 6gb on my phone and 6 gb on the hotspot. I wanted to return the hotspot box and he told me I would be charged a $35.00 restocking fee. I am so frustrated with this salesman and this store. I went home and returned today to talk to the manager. She also told me the same thing.
I went into the Verizon store to sign up for new service, buy a new phone with 6 GB on it with unlimited text and minutes. That’s all. I do not want to carry a separate device around with me.
Now I have a device I have no use for, a bill for $251.00 4 days after I went into the store and I cannot access my account because I’m not the main person.

BrendanFella wrote:
rcschnoor, excuse my confusion...
What is the $2.40 a month charge and how is my contract of $50 cheaper? I certainly don't know what the $2.40/month charge is as I was not there when Linjin made the purchase and I made no mention that your contract was $50 cheaper.
This brings up an interesting question. If Linjin was signing a 2 year contract on a Samsung 5 that has a hotspot why would the salesperson sell Linjin a seperate device? That would certainly depend on how Linjin explained how the device would be needed/used. I can certainly see where a separate device would be beneficial depending on the circumstances. For example, running the hotspot shortens the life of your phone's battery before it needs a recharge. If this is going to be a problem, a separate device would be beneficial. The battery life of a Samsung Galaxy S5 is not the most stellar and THAT could have been a consideration. I don't know, I wasn't there. Additionally the hotspot would be useless if you were on a call and not within a 4G signal. While voice/data can be used simultaneously on the Samsung Galaxy S5, I believe that is only when receiving a 4G signal. Again, I wasn't there and did not hear the requirements of the OP or how it was explained the device would be used.
I do not see where Linjin states it was a pre-paid device I never stated that Linjin had a prepaid device. I simply stated with how YOU wanted to use a jetpack, YOU described it as being able to suspend and not pay for service whenever you didn't need service. THAT is the description of a PRE-PAID JETPACK. My post made NO reference to Linjin at all, I was simply commenting that the way YOU were wanting to use a jetpack that a pre-paid jetpack was what YOU should have gotten.
If you reread the original post it basically taljks about what the customer was told by a Verizon Rep., How they were treated and was what they were told correct. I agree with that. Unfortunately, I was commenting on YOUR situation, not on the OP.

Need an e-mail address to file a complaint

I need to file a complaint about service/installation of my new equipment.Your website gives no direction on how to do this.Please give me a phone number, persons name or e-mail address where I can issue a complaint.

Try : [email protected] or Twitter: https://twitter.com/comcastcares

Need to file a customer complaint with Corporate(Sony 4k TV)

Hello I am a very frustrated Sony customer I purchased a Sony Bravia 4K TV model # XBR-65X850b from best buy on March 29, 2015 since then the TV has had issues 1. The color I'd faded and looks washed out 2. I can't keep the TV connected to the Internet with either wired or wireless setup( and it's not my internet provider that's been ruled out). 3. The 3d is unwatchable ghosting is visible and it jumps into 3d without there being any 3d content on the screen. I can be watching regular TV and boom 3d will pop on. I called Sony to get this fixed and I keep getting the run around this TV is still under warranty but Sony doesn't want to help. I spent my hard earned money well over 2 thousand dollars for this set and you would think that something could be done. I received this email on July 16, 2015 that reads: Bryan Wilson, Sony appreciates your contact. Dear Bryan, Thank you for contacting Sony regarding your television repair, we have set a repair appointment for you on 07/22/2015 morning. Repair will be performed by our authorized service center HD Repair, the television will have to be in a serviceable position when technician arrives, please make sure the television is not wall mounted. In case you have any problem with the appointment you can contact them at 800-638-9682 and reference your case number: E61511913. Please feel free to contact us if you have further questions. Regards, Connie - C197 Sony Customer Experience TeamWe hope that the information provided has been helpful. If you have any questions, please do not hesitate to contact us via the following web page:http://esupport.sony.com/US/perl/support-contacts.plSincerely,Sony Support Then a week goes by and nothing. So I called the 800 number for HD repair and they tell me that Sony hasn't giving them the tracking number for parts needed and until they get the parts they will not send out a technician. HD repair also told me that if and when they get the parts in they will call me and schedule the appointment. Then another two weeks go by and the repair technician from my city who is suppose to fix my TV called me and ask me why is your repair still in my que for over a month he asked if I canceled my repair. I told him that the last I heard was Sony was ordering parts. The guy told me to call HD Reair and Sony and find out when the parts will be order because he has seen this happen too many times before where Sony will put customers repair off and not get their unit fixed and the warranty will expire and the customer will be left with a defective TV. So I called HD repair and still the same "Sony hasn't updated us on the tracking info for the parts". So I called Sony customer service to see if the parts was order and on the way but this guy keep me on hold for over an hour and gave me the number to call HD Repair again!!!!! What I just got off the line with them and they said you guys was the problem. So this goes on for another hour and he tell me that he has not tracking info and he has no other information to tell me other then the info I have in the email about my repair. So two hours and I get no where near getting my set fixed. So I asked the Tech that you had me on the phone for over 2hrs and you knew nothing about my case the whole time and he tells me "yes you are right Bryan I'm sorry". It's been over a month and nothing but the run around. This is the info the technical support guy gave me: From: JOSAFAT, DANIEL JAY VILLANUEVA
Sent: Friday, August 07, 2015 5:29 AM
To: [email protected]
Subject: Sony LinkHi Bryan,
Here is the link for your Sony TV parts number and Chat Support, just click the link:
http://146.215.230.18/release/MDSM/988860802_sm.pdf
https://esupport.sony.com/US/p/chat-gateway.pl?region_id=1
I'm very sorry for the 2 hour call!
Have a great day!
D-J
Sony Technical Support Tier 1
So I want to file a complaint and if nothing is done then I will contact Better Bussiness Bureu to get more info on how to go about this... Please help here is my email: [email protected]

Lilbigman76
Did you pay with a credit card? If so I would call and see if they have some sort of dispute resolution to help. I would also involve the retailer. They have better ways to deal with Sony than we do.
That is what I would do with such a new purchase. Many credit cards extend the warranty as well.
It is worth a shot.

There needs to be a place to file a complaint without having to post on the site.

Since I signed up in July of this year I have had nothing but problems with my bill. First they forgot to add my fios. After calling several times I was told the bill was in the mail. When I called back to see why I hadn't seen my bill (now September) I was told I couldn't be helped because I wasn't a fios customer. I was TRYING to be one. I had the boxes in my house. I simply wanted to PAY Verizon for service. A few weeks later I came home and my cable was turned off. My account had been canceled. After calling for days on end and sitting on the phone for an average of two hours a call it seemed no one had an idea what was going on. Finally tech was sent to my home to fix what was an offline problem. The tech walks in with NO IDEA that I had boxes and thought he was here for a simple installation.
Today, I was trying to pay my bill online, like I do ever month, and found my account was no long available for online bill pay. Really, Verizon??? I just want to pay you, you're making it very hard.
I asked where I could send a complaint and was told there was really no where to do that. At this point I am more than frustrated with Verizon. Unfortunately, I have no other option in the building where I live.
It's now November and I'm still dealing with this.
I just want a place to file a complaint. I don't want to post on some forum. I don't want to talk to someone in a call center who just wants to get me off the phone. I don't want to chat with a virtual representative. I was to speak with someone at Verizon who can listen to my complaints...of which there are many at this point.

Look for the "contact us" on the verizon pages. http://www22.verizon.com/content/contactus/
Almost all of the forums here are peer to peer. Some verizon admins will occasionaly step in and try to get you help. These admins are usually not able to solve problems for you themselves, but can sometimes give advise or get you in contact with someone who can.

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 can I file a complaint about an employee who has been messing with me on purpose (on trades)?

Hello. What's the best way to file a complaint against an employee who basically tried to ruin all game trades for me?
She just stands there in the customer service section doing nothing, she paces back and forth while customers are waiting, and she only takes calls to avoid talking to customers in person. She messes up trades on purpose.
I had a problem with a trade-in once with an awful supervisor and I called the Executive Resolution Team and the lady on the line just told me that they would call the store to hear the "other side" of the story. Honestly, I just told her what happened.
I went in there for a trade-in earlier that day and the woman taking my trade refused to enter my phone number for my bonus. She flat out refused it five or six times. It was insane. I explained to her how the system works and she called her supervisor. The supervisor acted like I was trying to steal the bonus even though I paid for the subscription. I politely explained to her how it works and I told her all the things that came with the subscription. I told her that all they need to do is input my number in the correct space and it should apply automatically.
She didn't believe me but she said that I could get a discount higher than what I asked to get as the bonus and I told her that it was actually lower because it was due to the base. She said it's fine and I said that I wasn't planning to buy anything that day. I just wanted to clear some space and get some credit in case there was a decent online sale later that week. She said that she could only give me a discount on something and I said, "Then can I get an Amazon card?" and she said something like "Go get it."
I came back with the card and she gives me a discount lower than what she said she would give me, but it's still a little bit higher than my bonus, so I let it go.
I went home and I had dinner and I got some more games ready and I went back to the store. A different lady was there and she got through most of my trade faster than the woman who kept refusing to enter my number for my bonus. She also couldn't get the bonus to work and she gave up on the first try so she calls a supervisor. I just wanted to sweep up all my games and run because I knew that she was calling the same supervisor, but I stood there because I didn't do anything wrong.
At this point, the woman who keeps giving me trouble in my recent trips there appears and like always, she's doing nothing. Anyway, let's just call this woman L. The supervisor is K. K walked back behind the counter and she says something like, "You again? No. You're not doing this again." I say, "Doing what?" I feel insulted but I tell her that all they need to do is enter my number in the correct place for Gamer's Club Unlocked. L heard this but she just turned around like she didn't hear anything and she's busy. She did this because she's the one who got the registration card for Gamer's Club Unlocked for me. Back when she did that, she mentioned that she was from the Gaming Department. She knew that I was right but she let the supervisor get aggressive with me.
K kept threatening to cancel my trade. I kept trying to reason with her. All she needed to do was her job. I told her how to figure it out. She kept repeating, "I will cancel it." I said, "cancel it." She canceled it and she had this egomaniac look on her face like, "I won."
I take my games and I look back and L is pacing back and forth like a beheaded chicken.
Anyway, for the Titanfall promo, I go into the store and I want to trade two copies of Call of Duty Ghosts and a copy of Thief. I got a copy of Ghosts from a friend who was busier than me. I was very busy those few days, so I went on the last day after classes. I have evening classes, so I got there near closing time. L rejected one of my copies of Ghosts and I asked her why and she said it was store policy even though it's not. She just cost me $11 or something because of the non-promo and promo difference.
She insisted on doing the Thief and Ghosts trades separatetly for no reason even though I insisted that she do them together so she will only need to enter GCU once and I only need to sign twice and I get one gift card. She's just acting like a jerk, so I said, "whatever". She asked me for my number for the GCU bonus after I tell her about it. It's input and it's in the right place. It was done on the first try. She finished the Ghosts trade and I signed everything but she wouldn't give me my gift card. She started the second trade and she asked me for my number and she input it. I signed the pad and as I'm signing the paper that should be correct because she asked me for my number, I notice that my bonus is missing and I strike out the signature. I told her and she already knew. She was just shocked that I struck out the signature. She said that there was no prompt for it. She obviously lied. She asked me for my number and she input it. I told her, "You should have said something." She just took a relaxed pose and she told me that it's already tendered so she can't undo it. I told her that it's not final until I sign the final paper. I knew that I was pushing my luck because it was the last day and it was near closing time, but I kept telling her that she could fix it.
She just wanted me to cave at that point, so she says that she will go ask a supervisor about it and she just walked into a room and she walked out in a few seconds saying the same thing. She just pretended to ask about it. She said that I can call the customer service line and get the bonus added. I signed it and she gave me the two cards. Oh, and when she left to "ask a supervisor", she took the card that was already legally mine with her. I had two cards, so I wanted to combine them. I took them to the register with a minute or two to spare and it turned out that they could not be combined because they were store credit cards and not gift cards, like it states on the website.
So I want to file a complaint against her now and I want to get the bonus she took from me. What's the best way to do that?

Hello r555,
Thank you for being a My Best Buy member, and thank you for visiting our forum. I am very sorry to hear that it has not always been easy for you to receive your Gamers Club Unlocked bonus when trading in games. I'll be happy to talk to you about your experience.
I get the impression you are quite familiar with the trade-in process and how the bonus is applied, and it is disappointing to hear that a store associate wouldn't attempt to complete that process. I will be sending you a private message so we can get some more specific information regarding which store you were at as well as the trade in question where you did not receive the bonus. Please watch for a message from me shortly.
Sincerely,
Mike|Social Media Specialist | Best Buy® Corporate
Private Message

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!!!

Anyone know who I can file a complaint with about customer service agents giving wrong information

I am a fairly new customer with Verizion and I have been having THEEE WORST time with simply cashing in on a offer that was offered to me! I want to file a complaint on the representatives that have sent me into the store on blank missions and also about the store representatives that did not help or show any empthathy what so ever. I am to the point of cancellation at the price of $700.00 for two lines of service but I will pay. This is how disapointed I am with my service. I came over from SPRINT under the impression I would at the very least have better CUSTOMER SERVICE if not BETTER PHONE SERVICE. This has not been the case and no one at VERIZION TAKES OWNERSHIP. I am in Human Resources/ CUSTOMER SATISFACTION at (removed) and I am also on the Board of Directors for (removed) and if any of these things would have gone down with my reps they would be reprimanded. I am completely disguested with the miscommunication I have experianced as well as how the leadership staff has handled this situation. I am problably going back to SPRINT and paying the cancellation fee with VW due to dissatisfactio if things do not start to look up.
Private info removed to protect privacy.
Message was edited by: Admin Moderator

mzkwht13 - You'll need to send a Follow request (located in the upper right-hand corner on their page) to AntonioC_VZW that they'll have to accept. They, in turn, will need to send you a Follow request that you'll have to accept. Once you both are Following each other, then you can send them a Direct Message.
How To: Direct Message

How do I file a complaint about the service I received from Verizon and if I file a complaint, will anything really change?

I was considering changing service carriers for two of my children on our Verizon plan. The plan was extremely expensive and my two high school aged children had very old slide phones (one wouldn't even receive calls anymore!) I had another carrier that was much more reasonable for what they needed and they were both able to get smart phones for $100. I called Verizon over the holidays to check if the phones were under contract. The customer service representative asked what I was thinking about doing. I was very honest and told my plan. I was then told by the representative that the phones were not under contract. I switched my children to the new carrier only to receive a $428 bill for early termination of contract!!!!
When I called back, I was told by the new representative that I did receive correct information. Apparently, I did not ask the "correct" question. The "correct" question would have been, "Are the LINES under contract? (not the phones!) Now, I am trying to file a complaint and have no idea where to find the area for the complaint! Please help!

AmberF
If I port back, I have to take away the two smartphones that I gave my high school children for Christmas. (Sorry kids, Mom is sending back your Christmas gifts because Verizon did not give me the correct information regarding our plan! You get to go back to your 6 year old slide phone, which doesn't receive calls, and your 3 year old slide phone, that doesn't make calls!) Also, if I port back, the best that you can give me is $30/month on these phones unless I purchase new phones from you!
I have decided to write Verizon a letter of complaint. I am willing to concede that maybe I did not use proper terminology when requesting information regarding my plan. I did, however, inform the customer service representative of what I was trying to accomplish and she should have been more upfront with me. I am looking for some type of compromise from Verizon. I just received my Verizon bill and it is $817.58!!!! While this will create a very difficult month for my family financially, I am going to pay the bill in the hopes that Verizon will issue me some type of credit for their part in this debacle!
If I do not receive some type of compromise from Verizon, I now know when the contracts for all my other lines (5 at home and 5 for our business) will no longer be under contract. If Verizon cares so little about their customers that they refuse to admit that they might be somewhat at fault, they will no longer have my business. I will regret this decision, because except for a few minor problems, Verizon has usually been easy to work with. I consider this a major issue. I was trying to be prudent and check the terms of my contract before I made any changes and I don't feel Verizon was honest with their answers.
AmberF, if you can make some sort of financial compromise happen, I will be very happy to thank you! As I stated, $817.58 Verizon bill is going to make February and potentially March very difficult months for my family.

How do I file a complaint in regards to regular service.

I moved to a new house on April 25th, I started opening tickets with Verizon on April 10th to have my service transferred. I was told a Service Availablity needed to be done. I never heard back from anyone. I called again on the 14th, I opened yet another ticket and I was told some mumbo jumbo about there was a hold up in engineering. Since the 14th I have called every 2 days because I never receive a call back from the reps whenever they say they will call me back. Keep in mind it is May now. To catch them in a lie, I called back last week and opened a request for new services. I was given an installation date of June 7th, which I wasn't necessarily happy with because I am still paying for the service at my old house, and I am without a phone, internet and cable at my new house; which is directly affecting my quality of life and the safety of my belongings as I cannot have an alarm installed in my new house until Verizon finally comes through. My wife called on the 20th of May to have the service disconnected at our old house, as we have no need to keep the alarm system going at this point because we need to transfer it to our new house. When she called she was given some song and dance about all this money we would have to pay if we ended the service there so we basically were pressured into transferring that account to our new residence, so the order for the new install i created to be installed on June 7th was cancelled. The date we were given for the transfer install was June 19th, and we were told nothing was available sooner even though I had a installation date of June 7th for a new install. To date, all I have been told about what is really going on is that there is an engineering issue nothing more nothing less. I am very disgusted to the point that I am really thinking about paying the termination fee and going with a competitor just because the was that this has been handled is blatently disrespecful for a paying customer, not to mention the fact that this install will generate business in the form of the other 11 new houses around my who will also need service. I have gone without phone service, internet service and cable service in my new residence from April 25th until now, and from the looks of things I will not have service until the end of June. This is crazy. If something happens to my children I cannot even call 911 from a landline. My house has no alarm because again I need verizon to get off their butts and install the phone lines. The irony of this, I paid the extra money when my house was built to have everything pre-wired, so i literally have cat 5 running to every room in my house and the fiber connection is literally just sitting on the ground on the side of my house.
Where do I file a complaint, I did not see it on the support page.

Your issue has been escalated to a Verizon agent. 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. you will find a link to the private board where you and the agent may exchange information.
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".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.

File a complaint, poor customer service

I have been a loyal customer with Verizon since before 2005. I have two wireless plans with seven phones, home phone, dsl, two business line and Verizon will not take care of my service correctly. I am very disappointed.
In July 2011, I purchased two new phones(Droid 3) at a Verizon Store and was given incorrect information about several issues related to the new phones and the current phones (Droid X) being transfered to other phone lines. The specific problem I have a complaint about is at the time of purchase, I requested the new phones (Droid 3) as well as the phones (Droid X) transfered to other lines to have insurance on all four phones.
Currently one of my Droid X phones can not be used related to on/off button not functioning. I have been informed they did not set up the insurance as requested. The phone is still under manufacture warranty but I may have to pay $299.00 to replace this phone. I tried to explain I requested insurance. I was informed there is nothing they can do. I asked to speak to a manager. Kat or Cat came on the phone line.
The situation was explained again. The manager Kat told me I was being dishonest and asking for insurance fraud. I was insaulted. I am a very honest person and she has no right to speak to me this was. I need to make this clear. Everyone else I spoke to was just doing their job, no one else was rude. During this phone call, I spoke to three people.
I tried calling back to file a complaint. I spoke to another customer service rep. She said, She understood and took my complaint. She was going to try to resolve the problem, put me on hold, then returned to the phone right away and said she was not able to do anything.
My problem still exists. Phone is not working and I am paying for service I am not happy with. I don't understand how they expect me to pay for a Verizon employee making a mistake. I would rather pay the penalties to cancel contracts and switch providers. Very unhappy. Unfortunately, my new Droid 3 is having problems too.

mmissymouse wrote:
I purchased 2 new Droid 3, transfered the 2 older Droid X to other lines. Yes, I did have insurance on the Droid X phones originally. From the day I purchased the phones. They forgot to put it back on when they transfered them and it was added to the new phones. Or at least I hope so. I need to check that also. I do not know how Verizon handles their insurance and am unsure of whether or not insurance will transfer along with a phone to a new line. So whether or not they forgot to add it back on or don't allow it to transfer, I do not know. Sorry, I missed that you had purchased (2)new phones.
As far as noticing, my bill is very long and I missed it. Did you notice how many items are in my bills and how many product I purchase?Since this is a customer to customer forum and I cannot see your bill, NO, I did not notice how many items are in your bills and how many products you purchase. As to MY bill, I check it to make sure I am getting billed for what I am supposed to get billed for and not getting billed for something I do not want.
I went online and looked at the receipts/documents sent to me on this phone and they did not even send me a letter. So as far as there records show, i did not even changed anything. I was sent one for the other phone I transfered.
Any other questions...........

So apparently this is how I'm supposed to file a complaint according to the CSR!!!???

Ok so verizon is the biggest piece of {word filter avoidance}
company Ever!!!! First of all I have to wait on the {word filter avoidance}
phone for 20min to figure out "how to file a complaint and she says go on here then corperate will look at it. I'll I have to say is they BETTER! I'm litterally two min away from canceling my service!!! So about three days ago I called customer service because my bank has a promotion for online banking that says: FREE SMART PHONE WITH 2 year activation. I thought It was too good to be true so when I called the CSR knew all about it and said all you need is proof that you bank with them. He said bring in a bank statement to corperate office and then they willgive you your new DROID INCREDIBLED FOR FREE. I also asked him how much would it be, and he told me that currently I have the 59.99 plan and the data package is 30.00 a month, but I can apply my school discount to the data package and plan. then they can do a 39.99 plan. So with checks, bank statement, and ID in hand I went to the corperate store. They looked at me like I was nuts when i told them about everything. They said I never heard of that and treated me as if I were a liar and got very defensive. They looked on the banking website and sure enough it was on there with the DROID INCREDIBLE for free. Then they told me it's not verizon it's a sales rep or some **bleep**. and WOULDNT show me the screen when I asked to see it. They told me there was nothing they could do. I told them that if it's not through verizon how come the CSR knew all about it? they had no answer. That's why verizon is so shady and the people in the corperate office are {word filter avoidance}
. I'm canceling monday if this is not fixed, and get an iphone 4 with AT&T.

The bank said they should honor it since they are contracted and I've been with that bank for 6 years and never had a problem. It's def Verizon being cheap and hoping no one would see the promotion. OH well canceling tomorrow because Verizon sucks and I never wanted to be with the company in the first place, altell just had to be bought out.
rcschnoor wrote:
It seems as if you have a beef with your bank and they need to work it out with Verizon if they expect Verizon to supply the phones for their promotions.

I Need to File a Complaint??

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