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

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

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

Similar Messages

Filing a complaint for poor customer service

Can anyone tell me how I go about filing a complaint for poor customer service? Funny when you speak to Verizon representatives they always want to know how the service was until you get someone on the phone who knows they done nothing to help. Than they don't ask, don't care, won't put you through to someone else, won't call back, and leave you w/no answers.

Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
Executive Biographies - Verizon

Re: Complaint over poor customer service - Broadb...

i ve ordered my bt infinity on 19th march and gave my mac code to bt on 21or 22 nd of march and told that engineer will be at my address on 29th.. i was happy.unfortunatly noone turned up on 29th and i phoned bt.. first person i talked to said that i need to talk to a right department i said ok.. but the department she put my call through was closed because of easter ..i ve phoned again and next person so CHEECKY so RUDE.. ask my dob address etc,, i told him that i dont want to give him my dob over the phone he was saying that if i want him to do something for me i had to tell him my dob.. the way he asked "are you going to give me your dob or not?" wow ... what a nice way to talk to a customer.. anyway at the end he said i have to phone back he wont help me..i phoned again same day.. talked to an other person he said he doesnt know what happen and for the previous person he will put a complaint against him on behalf on me.i gave him my mac code again and promised an engineer to be at my adress on 5th of april,FRIDAY..i asked him how can i be sure this time i wont have any problem as i had first time.. he was saying that he got a comfirmation code.. and he will send it to my email.i said ok and got the comfirmation code on the phone (just in case)he told me to wait few hours to get the comfirmation emal.. from friday(29th) to monday i didnt get any email .i phoned the bt to make sure if engineer still coming on friday..and guess what nooooo.my order was cancelled again. and i ve promised by a supervisor to solve my problem.. he went through all my calls i made to bt .. when he came back to me he said he has nothing to tell me. i was right all the way..so he said he will try his best to help me.. i wasnt sure and also had no more choice .. i said ok. he put my order again with mac code.(3rd time)..new engineer date was 10th of april.. needed to wait longer..i wasnt happy for that i ve asked him if it is possible to bring engineer earlier than 10th he said he is off next 2 days but he will make sure someone chasing my order and updating me with progress. i said ok. after a while i got my confirmation email. but guess what the address that bt using to deliver my equipment my previous address which i ve used last time in 2008..because i didnt want to wait longer i phoned bt just before 6 pm same day but it was closed again..next day i phoned bt to inform that postal address wrong.they said sorry they will fix it and i ll get my equipment to my new address.. i asked person on the phone if i am still going to get the phone call to see if any earlier date will be available for engineer to come to my address before 10th wednesday .. he said yes some one is going to call me today.. no one called me until 17.30 pm same day.. i phoned bt again and lady onthe phone said call back for 24 hours and arranged today and i have to wait 24 hours..i ve tried to explain to her it was yesterday that callback arranged she didnt want to listen i ve asked her if i can talk to a supervisor or menager .. answer was clear noone available.. i v e phone bt again today ..i ve explained to the person he was telling that i still need to wait to get this call back i was so annoyed i said ok i ll wait but on the phone.. he said no i had to go.. i insisted to stay on the line .. because so far bt didnt keep a promise.. but an other surprise from bt.. they disconnect my calll.. all i want to say for a company as big as bt so unprofessional so disappointing .. i thought british gas customer service was bad. BT worse than british gas

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

I want to escalate a complaint about Adobe 'Customer Service'

Last year I perfectly legitimately bought a second hand copy of Creative Suite 5.5 Design Premium. I have successfully installed it and have been using it perfectly ever since. However, I asked the original purchaser of the software to transfer all ownership (licence) over to me so that I can take full advantage of the product and eventually upgrade.
The purchaser, on my behalf, jumped through the various hoops, had a lengthy support LiveChat (3/9/12) with a Justin, filling in all the necessary forms along the way and eventually was asked to open a support case (0209083539). The case was opened and the purchaser kept asking support where we were up to, to which he got little if no response right up until the case was withdrawn without notification.
I myself, decided to enter the ring and see if I couldn't motivate this through to a satisfactory conclusion and I too had a LiveChat (26/9/12), first with a Ghanendra and then had to repeat the whole story yet again to a Abhishek who after many questions assured me that the process would finally draw to a close once Photo Identity proof of the original purchaser had been uploaded it would be resolved.
It wasn't.
The purchaser duly uploaded his passport photo page, the support case page acknowledged receipt and reported as such (26/9/12) and a week later he received the following...
"We are sorry to inform you that we are unable to Transfer the License since the Transferee's part of the Transfer of License form is not filled. Please re-attach the completely filled Transfer of License form so that we will validate and Transfer the License"
A week or so later the signed form was uploaded by the purchaser and we collectively held our breath.
We shouldn't have bothered.
Adobe were now asking for a new invoice as the Apple Mac and Creative Suite were paid for by the wife of the chap I bought it from. (16/10/12)
Less than a week later Adobe closed the case yet again without notifying either of us.
To be honest, I had other things in my life going on and I was not only finding the whole process thoroughly ridiculous but frankly tiring and felt that both me and the purchaser needed a well earned break from this debacle.
March this year. I give the purchaser a nudge and he informs me that he's finally got an invoice of the original purchase with his name on it and furthermore the case has been reopened.
It was looking promising.
Again, we were fooling ourselves.
I keep asking the purchaser if there's been any movement, I'm asking on a mainly fortnightly, often weekly basis, and there has still been no reply from Adobe.
I have kept (and I presume the purchaser has also) all communication between ourselves and Adobe and each other.
This is rediculous that that this hasn't been resolved. This software is not cheap to buy, and rightly, now that the original purchaser has no need for it, he wants to get some of his money back, like you would for any other purchase of any other product or service.
It's embaressing that a company of Adobe's size cannot orchestrate a successfull and efficient customer service that outlines in easy to understand language in clear view without having to be palmed off once more to talk to a support representative who, through no fault of their own, seems to have their hands tied by stupid and intrusive beaurocracy, over what, a piece of sodding software. It's not the crown jewels for heavens sake, it's not a priceless artifact, it's a piece of software, that came in a box, that a bloke paid a handsome amount for that I now own, but can't take full ownership of because the company that made it makes it virtually impossible to do.
If it wasn't for the fact that I earn my living by using your software, because it is considered 'industry standard' I wouldn't use it, as your system of ownership is frankly ludicrous.
I want this case escalating and resolving to both mine and the original purchasers satisfaction. I have absolutely no idea how you could recompense the hours and hours of lost time that we've spent jumping through the many many hoops that have been placed in front of us, but I'm sure you'll find a way.

Well, I have an update.
As of 8.45 this evening, nearly four hours after posting the above, the original purchaser of the software in question received the following email (clearly I've removed sensitive info)
"With this response, we believe your issue is resolved and have therefore closed your case xxxxxxxxxxx. If your support case has not been completed to your satisfaction or you should you need to contact us on this issue again, please reference your case number. You can reopen your case up to 14 days after it has been closed.
Hello xxxxx,
Thank you for contacting Adobe and we apologize for not being able to answer your request in a timely manner. We appreciate your patience in this regard.
This email is regarding your request to transfer the license for the software Adobe Design Premium CS 5.5.
Xxxxx, we have transferred the serial number xxxxxxxxxxxxxxxxxxxxxxxxx from your Adobe account the account associated with the email address xxxxxxxxxxxxxxxxxxxxxxxxx as per your request hence closed this case."
...and I have checked my Adobe account and can confirm that indeed the licence has finally been transferred. :O
The system does work ...eventually.
I clearly needed to write that shirty forum post above months ago. Adobe Support may well have actually done what they should have done months ago, but it still doesn't stop them being useless and needlessly protracting a fairly simple process and wasting both my time and the original purchasers time.
I also can't help but wonder if Tweeting the forum support page URL directly to Adobe and Adobe Support helped them extract a digit from their collective rectum, I guess we'll never know?
Adobe, sort your support out, it aint rocket surgery!

Re: Complaint about Lenovo Customer Service

Lenovo Customer Service is a FRAUD!!!!!!
I have a LENOVO IdeaPad 560Y that worked for only for three month (video get faulty until laptop finally went dark), afterward I have to send it to LENOVO customer service under its one year warranty. It were months until I received back a supposedly repaired laptop just one month before the warranty expires, and guest what...the laptop only endure one month of work.
One year later I decided to send that laptop to a third party well reputed maintenance service (they did not charge your anything until they are sure they car repair the machine), and guess this....they said they could not repair a so badly repaired motherboard, it was burned down in a really faulty attempt to repair a soldering problem with the graphic chip (it was the problem from the beginning).
Of course, Customer Service asked me to extend my warranty for two more years when they had this laptop, something I did not agree (it was a bad enough experience with LENOVO already). Now I guess they were screening me to check if they could send me the worse mobo available, the one that will only survive a few months, just enough to have it warranty expires.
If you think that buying a 1300 USD laptop for only using it 4 months (total) is a good deal, keep buying crap from Lenovo and trust the scammer from Customer Service a its Repair Shop.
Francisco Sevcik
Moderator note; e-mail address removed to stop the spambots getting it

I wouldn't recommend Lenovo to anyone.
You can see down here, how Lenovo handles
warranty services with something simple like
a Bluetooth issue on a T410.
This is the service ticket history:
IBM Electronic Service Call - Service request detail - 0LZSYQPSWG
Current state of this request: Active
Request originated from Internet via ESC+
IBMid [email protected]
IBM problem number 82601SVGV8
Country placed Romania
Customer service 02 1 405-8500 (Local number only)
+40 21-405-8500
Request type Hardware repair activities
Service type Repair/Fix hardware product
Request severity 1
Customer information
Customer/company name Pxxxxx Axxxx
Location where service is required
Telephone +407xxxxxxxx
Alias
Street STR. xxxxxxxxx NR. xx
City BUCURESTI
Postal code xxxxx
Contact information
Prefered Language&nbspNational, English
Contact name xxx xxxx
Contact phone +407xxxxxx
Contact email address <[email protected]>
Machine description
Machine type 2537
Model type HP8
Serial number R8Z3R5M
Product description
Original comments/problem description
MY LENOVO T410 LAPTOP TYPE 2537-HP8 AND S/N R8-Z3R5M IN ACTIVE WARRANTY(EXPIRING 2014-04-10) IS HAVING ISSUES WITH THE THINKPAD BLUETOOTH MODULE (BDC 2.1). DEVICE IS FREQUENTLY AND RANDOMLY DISAPEARS/REAPEARS UN DEVICE MANAGER.
Error Code
Customer reference
Customer problem number
Contract/special bid number
Status CBK
Date/time received 2014.02.24 12:19
Time zone GMT
Description You have requested that IBM contact you regarding your service request.
IBMid: [email protected]
AN IBM SERV. REPRESENTATIVE CONTACTED ME AND I WENT TO THE SERVICE LOCATION ON 20FEB. I LEFT FROM THERE WITH BLUETOOTH PERMANENTLY DAMAGED.I'VE ASKED ON THE PHONE FOR AN ENGINEER TO COME AT MY SITE BUT NOBODY CONTACTED ME SINCE
Status CAC
Date/time received 2014.02.18 13:31
Time zone ROM
Description Your service request has been assigned to an IBM service representative.
Status CAC
Date/time received 2014.02.18 13:31
Time zone
Description Your service request has been assigned to an IBM service representative.
S/R TO BE RESOLVED BY SENDING AN ENGINEER TO SITE
Status CCM
Date/time received 2014.02.18 12:48
Time zone ROM
Description IBM has been successful in contacting you about your service request.
IBM has been successful in contacting you about your Service Request
Status APD
Date/time received 2014.02.18 12:47
Time zone
Description IBM has accepted your service request for problem determination.
Status PRT
Date/time received 2014.02.18 12:44
Time zone ROM
Description Your service request has been entered into IBM's Call Management System.
Parts provided may be new or serviceable used parts.

My complaint and poor customer service from BT

I am posting a reduced version of the complaint i sent to BT, partly because i would like to know if anyone else has had the same problem and partly in the hope that someone here will see it and be able to help me with the problems i am having.
Here are the issues:
I placed an order for unlimited broadband online on 1st Feb. I had a confirmation email and a date to set my broadband up on 10th Feb. A couple of days later i get an email from BT saying that my order has been delayed due to a technical issue.
I ring the number given and spend 15 frustrating minutes trying to get through the voice activated choices in which the voice recognition never chose anything to do with what I said, and then keypad choices before I got through to a customer adviser in the UK, who was annoyed that I had got through to her as she said she did not deal with the issue I had. She begrudgingly went through the security questions and then said she would put me through to someone else. I then had to wait another 10 minutes on hold before being put through to somewhere out of the country where I spoke to someone with an accent I found difficult to understand and who then put me through the security questions again, asking some of them twice.
By now I have wasted half an hour on the phone and am no closer to knowing what the problem is with my order. The customer adviser then tells me there are technical issues with my MAC code but will not elaborate any further and tells me that the order has been pushed through and will now be fine, I am told I will get an email telling me everything is on track and I end that call.
I get no email.
Some days later, I get an early morning call from BT and the person tells me that there are technical issues with my order and that someone will call me from the orders team by 8pm that day. My phone then rings 5 minutes later with a phone text from BT which is not understandable it says something like "17 and we are working on it" . Five minutes after that my phone rings again with another phone text from BT saying that BT had tried to contact me and did not manage to get hold of me. This made no sense since I answered the call and the text arrived 10 minutes later, there were no other calls in between as I was right by the phone.
I never did get the call that was promised so phoned in again to find out what was going on, i speak to someone but then get put on hold for 20 mins until finally someone else speaks to me but they can't tell me what is going on except that there are technical issues, and the VOL number changed because the order was put in again on 5th Feb. I now have a different activation date of 12th Feb which I only find out because I log into the order tracking. The person I speak to apologises that I was not called and said they would get their supervisor to ask the orders team to phone me the next morning, so I await the call.
I get no call from them on that day either.
I ring BT again in the afternoon and speak to someone who says that none of my orders exist any more because of 'technical issues' and I have to put the order in a third time! On top of this my activation date has been moved to 14th Feb, this is the third date i have had. Thinking this would be the end of it, i was amazed the next day to get an email with yet another order, this time for the 17th Feb, and so now it seems i have two orders running alongside each other. No explanation as to why, no phone call to explain, none of it makes sense.
I phoned BT and informed the person of the situation and they told me that the order for the 17th would be cancelled and the order for the 14th would go ahead. I was assured this would be the case.
Half an hour after this call I was phoned by BT from the call centre outside the UK and was told that my order would now go through on the 18th. As I tried to inform him that 30 mins ago I had been told the 14th he hung up on me.
Furious, i called back right away and spoke to a woman who apologised for what happened, she informed me that because of the complaint I had submitted that my broadband order had been fast tracked to my original date of the 10th Feb (it is the 8th at this point). I asked her if this was really the case, she assured me that it was and so I asked if the modem would arrive on the 10th also and she put me on hold to check and then came back and assured me that I would also get the modem on 10th Feb.
I was not connected nor did I receive the modem as promised on the 10th.
At this point I am no longer surprised that everything I am assured will happen does not. So the day after, on the 11th I phoned again to find out why my broadband was not connected , yet again the person was clueless about what is happening. This time they assured me that the order for Friday the 14th would go through. I am left having to accept that this time will be the time that what I am told actually happens, because no one is willing to put me through to someone with more authority or ability to sort the problem once and for all.
On weds the 12th in the morning I had an email saying that my modem was on the way, so I thought finally that things were on track. This was not to be the case, in the afternoon i got an email saying my order was cancelled with no explanation, and i certainly did not ask for it to be canceled.
So I phone again and get through to the call centre outside UK which I didn’t want. Someone there kept me on the phone for 40 minutes while checking various ‘things’ then tells me that its very limited as to what he can do, that he can see I have had a lot of trouble, but he can’t do anything about it. I ask to be put through to someone who CAN do something about it because this is getting ridiculous and he tells me I will get a call back tomorrow. He tells me that the problem I am experiencing is BT’s fault and that I am not at fault and I should tell the people who call me to escalate my problem, then he gives me VOL number 5.
I explain to him that I have been promised a call back on two occasions before and they never arrive, in fact the only time I have been phoned by BT is to be told I am going to get a call back (that never arrives) and by someone who hung up on me. Since I never receive a call back or anything I am promised, I tell him that I would like to be put through to someone who can sort out my problem now. All he does is keep telling me I will get a call back and I realise I am stuck in a never ending loop and banging my head against a brick wall. I can never get through to anyone who can actually do something to help me, that needs to change.
So now we are at a point where I am going to wait tomorrow for a call that I suspect will never arrive, and on Friday I will hope for a connection to the internet that will never come about. We have already gone past the first two dates I should have been connected.
Is anyone able to sort this out? Or should i have given up after the first three orders failed?
Help would be appreciated.

Hi Mousepatch,
Once contacting the BT care Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request. Please keep this safe.
Please be aware that this timeframe does not include weekends and Bank Holidays. The timeframe will also vary during busy periods.
Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Complaint over poor customer service - Broadband ...

Just thought I'd get this off my chest, as I'm fed up with BT retail and now looking to switch.
Previously no issues with service. My exchange implemented CN21 on 21st May. Since then I've suffer from random disconnection. The heavier the usage, the more frequent the disconnection. Approx 3 - 25 per day.
Both my wife and I work from home so it is pretty crucial to have a reliable connection for video/voice calls and vpn.
Intermittent disconnection occurs whether using HH 2.0b / HH 2.0a / Voyager 2500V. I kept buying new routers just in case it was hardware issue. Now have the 2.0b on as it is much light years faster in accessing admin menu than 2.0a for answers.....
Before CN21 I got about 5mb down / 446k up. After CN21 it improved to about 11mb down 1.2mb up. Happy days I thought, but then the disconnections and I now get about 0.5mb down 0.4mb up.....
I had some holidays and was working away for some weeks so I just got on with it when it dropped. When it became too annoying I reported at start of august to http://www.bt.com/consumerFaultTracking/ received an appointment. No engineer turns up.
Phone 08001114567. They say I should have reported it to them instead as method I used is only for phone line problems, not broadband. Actually the web pages are not that specific, otherwise I woudn't have reported in this way. It says 'Phone and Broadband problems'....
The first engineer arrives. Informs me that I haven't gone through last test of having adsl wired to test socket, and that, most likely problem will be in the exchange due to upgrade and that when many users log on its probably disconnecting me.
2nd engineer cannot find any issue with testing. Changes master socket with an ADSL 2000 variety (separate port adsl / phone) just in case. As he drives off I get another disconnection.
3rd engineer does not arrive. No courtesey phone call to let me know, not handy when time is money. After mentioning to 08001114567 on failed appointment that I did not got a confirmation call/text message confirming appointment like other times, they make another appointment. Mention that sometimes disconnection happens when 'analog' home phone line is called or is rung out on.
4th engineer arrives. Openreach phone directly to confirm appointment made. Engineer cannot find any issue with testing. Decides I needs master socket replacing just in case. Informs me next action would be a 'lift and shift' at the exchange, to stop any fault with new hardware card at the exchange, and that wholesale have to be convinced this is necessary as hardware is 4x more expensive.
Via BT retail some more remote testing on the line. Some thing may have been found. and connection is 're-built' with other 3rd party remote help desk. From here on in, the line speed starts to drop down to a few times faster than dial up. As it keeps re-syncing, it goes down to find a more stable speed.
5th engineer. Same internal testing no errors found. Confirms that connection and speed is the same at box at the end of the street as in my house. Outside property connection between street and property wiring also checked, and just in case a junction? is replaced.
More remote tests from BT retail remote confirm. What? Unknown... Unable to explain, other than we're doing some stuff. What Lift and shift is noted by BT retail as the next action.
6th engineer appointment made. As no confirmation received by text or phone, I call 08001114567 again so I don't waste my time with no engineer arriving like no.3. BT retail says 'we'll get on to them to check why no confirmation'. Couple of repeat follow up calls confirm that as no confirmation received, nobody will arrive. Interesting that openreach engineer does arrive and leaves card saying sorry we missed you....
7th engineer appointment. Helpdesk now says, you should not get a confirmation message, they just book it. An engineer arrives. He's a telephone engineer with no idea why he is there. He does some testing and leaves.
8th engineer appointment. This engineer is from 'Operate' who only work for BT retail. After 30 secs arrival armed with a new Home Hub, he admits he has no idea why he is here as he can see the ADSL 2000 face plate. Nothing he can do. Tells me that the next step is with BT Wholesale, and BT Wholesale do not visit properties. They do their stuff in the exchange and will not need to visit, so no need to waste time staying around for an appointment. After the wife gives him both barrels, making him squirm for 15 mins, who is the chief executive to complain to etc, he leaves, with a firm commitment that I will be contacted within 48 hours. This was last thursday lunchtime and its now monday evening. No phone call received....
New phenomenon since saturday I now also start to lose dial tone on 'analog' home phone line and cannot make call until router is reset or somebody calls me?? At the same time Broadband Talk VOIP phone line can still work.???
Ring BT retail. Adamant on the phone that I need to speak to a supervisor, I want to make a compaint, I want to talk to somebody who can make decision. Eventually baffles the helpdesk, as the discussion goes off piste from the pre defined script. Perhaps script runs out. Agrees for supervisor to ring me back in a couple of hours.
Supervisor rings back within couple of hours. Brilliant. No predefined script. Will follow up asap on both why nothing has happened, and also on potential PSTN phone issue. 30 mins later he rings back and says there is a fault with my phone line, phone line needs to be fixed, and consequently the broadband will hopefully then resolve itself. I'm patched through to a local call centre 0800 800 151. Sir there is a fault on your line, it has been reported to the exchange, they have to get back to you within 3 days, here is an email, here is a sms, showing how you can track the fault.
That's the theory.... hopefully by Thursday I have a reliable connection again.
I understand it can be a tricky situation finding out where there is an issue on an intermittent fault, it could be anywhere as you can't trace. What is unacceptable though, is that you have to start understanding somebody else's business to get things done. I should not need to understand relationship between BT retail / Operate / Openreach / Wholesale to get things moving. How can BT retail have a system where they cannot appropriately book appointments, and cannot see in other systems to see if something is booked. It's a massive waste of my time when nothing happens. I dread having to go through the call centre front line support, mostly it's a painful experience with polite people on scripts thanking me ever so much again and again. All the engineers arriving seem to hate the system. They have no knowledge of previous engineer visits and vice versa with BT retail.
Will it be any better elsewhere, I know there are limitations of the system that has been created, but the grass seems very green elsewhere.
I should add it took me 6 weeks to join BTBB in 2005! Countless help desk phonecalls, to eventually uncover stupid clerical error....

I truly feel sorry for you, I myself over the last two weeks have experienced the same problems
Twice no engineers called, and twice I have had engineers call and verify there is no fault in the home
like months previous, it's all been outside, I had lift and shift, Bas reset, exchange server and basically had so many questions from various people whio obviously have no understanding of what their engineers are telling them im basically on verge of a nervous breakdown after all the rubbish I have had from BT
Where am i now.... exactly where I was weeks ago except back then I had a whopping 356kb of speed and now i have no broadband signal whatsoever. and not had for last 7 hours
and this since their nice engineer visited about 8.30am yesterday morning who tested out all the same things and said exactly the same things as the Engineer who visited a week ago on friday (at least that one turned up)
I get phone calls on my mobile asking if broadband working ... yeah darn nice but not so nice when im at work or shopping and get the normal hang on 2 minutes, I have cancelled appointsments for no shows from engineers on two occassions, and your fed up if only itonlyitworked is a lot less than I am feeling
I feel I have no option now but to change providers as BT do not know what they are doing
and to be honest sad to leave BT after 27years but will have to to save my sanity
I personally would have left them years ago after various phone faults and disconnections and the same old **bleep** and in every case it has been a exchange or BT external error yet we have to suffer
and we only stayed with them due to my wife but even she has reached the stage where she has had enough also.
The biggest laugh of all was last Monday I spoke to accounts who offered me some a reduced rate to stay with BT broadnad for another 12months but i explained I could not agree to stay when I have no no **bleep** broadband... and he agreed and said he would put the reduced rate on my note then transferred me to the help desk which i was dreading.... well I was assured they would have this resolved by yesterday, So a engineer called and yip same old story and a bas reset.... we had some broadband but slow andtold it would speed up in 24hours... I felt confident so I phoned accounts to talk about reduced offer but lo and behold
typical BT no notes were put on account but they did have record of me speaking to accounts and how long and then them transferring me to help.... oh I found this astounishing
well today up till lunchtime brodband slow still and then after speaking to technical who came via remote access to pc and later find I have no broadband connection.... BT a total joke
I myself have a Virgin cable broadband hence why im able to write this reply
The only reason we got BT was for oldest sons Xbox/youngest sons school work and to have peace
and they have their own broadband
Boy peace is not something I am getting now and it's all down to BT
I am dreading the next phone call from them it's be the same questions and try this and that
The reason engineers dont turn up I think is because of a useless bunch of people have them running about to too many jobs testing the same things and they obviously cannot read notes left from engineers who call out and test out the same things needlessly.... ONCE should be enough and when a engineers actually phones and says the exchange has slow fault and he writes his report why the **bleep** does if take them to send out another engineer (who may or may not show) to do exactly the same.... I do not know why you survived 8 engineers appointments The stress of have four has worn me out, And i have the dread of knowing I will get a phone call tomorrow.
I must admit they are very polite but their understanding of things is terrible. they need reading lessons before contacting customers.
They also have to unsderstand that When a engineers runs his equipment in people homes and the tests show there is no fault in the home that there is no need to have to send out another engineer.
Just get the external fault fixed

Complaint about your customer service for warranty

Hi, My case number is 8005220794. You received my laptop on 7-14 for repair under warranty. I call you guys several times. I was told that you have no repair part. After all, you told us you were going to refund. Again I had to call the customer relation specialist several times. We always had to leave messages. When he called back first time, he didn't want to work with my wife. I'm busy like you. I can't take a random call while I'm working.Second time, he asked a print of receipt, and I sent it. Last time, you called us to ask about the dealer name/phone number. And, I'm tired now. I'm not sure how long this will take more to settle this case down. Is there anytime line or something? or should I wait for months or years??

Ian,
We have one of the best customer relation specialists on your case. As soon as he receives the information requested, he will be able to move forward to resolve this case. Please let me know if you require additional help.

Re: Complaint over poor customer service - Broadba...

Just go!
I've got them to drop my contract without penalty charges.
I ordered BT Infinity2 in September 2012, having been sucked into the 76Mb download speeds dream. I waited weeks for a line to be installed, but was given ordinary broadband with 4Mb download speed, instead of Infinity2.
After months of emails and calls, I got someone to admit they had messed up and they agreed to stop the contract. No compensation for the frustration of trying to get any sense out of them, but at least I can put it all behind me now!
Just go, and work out what to do after that. At least you can get your sanity back!

pippincp wrote:
Looks as though your sanity is not back yet as you are replying and agreeing with yourself.
The posts were moved from another thread, why it seems weird.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

COMPLAINT! Customer Service and Billing!

Duplicate post - please see:
COMPLAINT!! Customer Service and Billing!
Message was edited by: Admin Moderator

Wow so sorry to hear of your issues with customer service.
I have had the same run around with Verizon wireless customer service.
Depending on who you talk to you get a different answer every time.
How can you make changes to your account when you never know what the "actual" bill will be ?
Have asked to speak to a supervisor and was denied, that is not right.
You could try contacting the BBB maybe they can help you out ( may need them also )

How do i file a formal complaint against ATT Uverse?

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

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

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

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

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

Complaints Lack of Customer Service and No respons...

Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.

I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish.

Could anyone show me how to file a complaint with Verizon Customer Service?

I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
Here is the story, so that you can understand the reason why I would like to file a complaint;
My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full". I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so ALL my pictures, ringtones, and videos were erased.
Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

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...........

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

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