Poor customer service from billing department

Earlier today I posted a message on this forum regarding a poor customer service experience from the billing department and seeing advice from the community on how to deal with it, and how much to put up with before cancelling my service.
In summary, I have been dealing with Verizon on a billing issue for six months - every month, my bill has the same error (a promotional credit I was offered when I signed up, which I have in writing, has not been applied to my account.) Every month, when I get my bill in the mail, I call them and try to get it resolved. Every month they say they will put in a trouble ticket to have the credit applied. Every month, it fails to get applied. This month, after being on hold for over half an hour I was disconnected. This month, a supervisor has "promised" to manually apply the credit each month if it is not fixed by the trouble ticket.
Is this problem typical? Does it typically take 6+ months for Verizon to fix a billing problem? How long do people typically put up with being over-charged for service before cancelling that service? I'm interested in hearing from other Verizon customers

Was this problem ever resolved. I have been dealing with a similar situation for the past 6 months and would be curious if Verizon ever fixed it. Thanks!

Similar Messages

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

Very Poor Customer Service from Verizon

I want to complain about the very very poor service I have received from Verizon. Since I activated my 3.0MB DSL plan in Sept. I have yet to get an upload speed greater the 0.9MB. I have called Customer Service 2 times, each time I was on the phone for 2 hours and at the end of each conversation I was told that a field service agent would be dispatched to the area because there was a problem with the out side line. I have even sent them emails and feedback, nothing. I ran their in service agent and it too showed a download speed of 0.7MB.
Yet I am still being charged 39.99 each month. Its a New Year and I am still waiting.

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
Can you provide the Transceiver Statistics from the Westell? Visit http://192.168.1.1/for me and do the following:
1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.
2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.
3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.
If you need a Username and Password, try the following:
admin/password
admin/password1
admin/admin
admin/admin1
admin/Serial Number.
By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Really poor customer service from BT, 6 weeks and ...

Hi,
It's been just over 6 weeks since we moved and I'm still having problems on my account. And as there is a lack of an option to press on the telephone for complaints and the operator from billing simply refusing to reply to me half way-through the call I thought I would come here and try to get some answers before I approach Ofcom.
After doing a work-around on my account I ended up with 2 accounts so I could transfer my service moving home, what a complete shambles! It has just taken 6 weeks to get my old number transfered to my new property due to the ineptitude of the people I have spoken to on the phone lines. I've spent most days on the phone to BT to get my issues resolved and it's still not happened.
Last week (after finally getting my old number back) I phoned because I had looked up the bill on my old account on 'My BT' after I had had a phone call and had £70 hastled out of me only to discover that in-fact I had been charged for the period after I had moved out of my old property and was then assured on the phone that they would go through the account and refund everything that I had been charged after 12th May and that this would generate my final bill and also it would refund the charges for the bill following this one and the money I was owed (about £60) would be credited to my new account virtually wiping out my new bill and this would be done within 5 days.
This afternoon I received an automated call asking me to pay my new bill and threatening to restrict my service and apply late payment charges so I phoned again to resolve the matter, I was informed that the final bill had not been generated and that this would not complete until mid next month and when I said I was not going to part with another £80 because I was told 6 weeks ago that the final bill would be generated and then had money falsely collected from me and then told last week that it would be done within 5 days and again had not been done and that this was unacceptable I simply got no reply from the operator who was still on the line.
I am now completely fed up with BT and being told that things are going to be done and then indeed not.
Solved!
Go to Solution.

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.

Re: Outrageously poor customer service. Billing to...

Hi guys.
I'm new on here. 1st posting. I'm still not at all happy with the BT service. I've been with them for about 6 months and i can't wait till my contract ends. My Bill goes up each month and i've tried many times to try to understand it but i just can't get there..!! I notice the LIVE CHAT service has been closed. It's virtually impossible to find an Email address to the complaints dept. I'm finding it hard to speak to somebody i can understand, and if i do manage to find somebody i get the feeling of being rushed because they have to get to the next complaining customer quickly.
I'm just not happy in the slightest and i think that overall, BT has not been the best of ISP at all. I did try them once many years ago but they were pretty much useless then. I was prepared to give them another go but they are still the same.
It's all good fun...!!!!

witty1 wrote:
I notice the LIVE CHAT service has been closed.
Are you sure? Seems OK from here (though I didn't go so far as submitting a message).
You can click the white star next to this message if you think it was helpful.

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.
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Cheers
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Outrageously poor customer service. Billing totall...

Hi,
I have been forced to join the board to try and get my current BT account sorted out. No end of calling the call centre has helped. They always promise to take care and assure that I will handle this and promise to call back and do they call back? No! I am fed up with being nice as it's not the call centre guy's fault that BT are so incompetent. In fact even when an official complaint was put in to BT and head office called me promising to sort the mess out they made the situation even worse and there is no way for me to contact them back. I've tried posting in the online form but after typing all the details in and hitting submit I was told to limit my entry to 240 characters so another half hour wasted!
I Joined BT almost a year ago took calls, broadband option 2 and bt vision bronze. Change the call bundle to all inclusive day, evening weekend. After 2 months BT vision stopped allowing me access to content wanted to charge me for everything. Contacted BT Vision they told me I wasn't on a subscription BT billing said I was as I was being charged monthly.
Tried for months to get this rectified and it took a strongly worded complaint to get action when they acknowledge that they had billed me for a service I could not access. I was refunded the BT vision charges and had the service cancelled completely in Feb. this year. At the same time I was advised to move to the unlimited download option for my Broadband from option 2 as I was using more than my limit so I agreed to this as it seemed sensible.
I received various emails and another call back to assure me that it had all been sorted and was told that my account had been credited.
This Monday I noticed I had an email about my broadband usage being over 40gb so I checked online and can see that the change to BT option 3 has been stalled since the 16feb
Call centre guy told me there were "Technical difficulties" seems odd since I already have a working broadband service and it's just the cap that's being lifted. I have been charged £30 for exceeding my allowance yet this doesn't align with my recorded usage.
Then I got an email warning me that we had made a local call that cost more than £1 so checked that and I have been moved from all inclusive to evening & weekend calls so now I have an additional charge for phone calls that should have been included.
Digging deeper I can see that BT have started charging me for the BT vision service again as well! So, I did out the box and check to see if they have provided access and no same as before everything chargeable! Not that I want the BT vision service (or as I call it the BT No Vision but well charge you for it service).
So there couldn't be anything more wrong could there? Well yes they've started me on a new contract and not applied the three months free. Anything more?
Indeed despite my account being in credit BT have just taken money from my bank account! So, why give me a credit to my account and not actually apply it to any bill?
Monday I spent a hour - hour half on the phone. Got cut off three times (call centre guy said they were having some problems with the phone lines). On the 4th call I was told that due to the time 7.30pm and a long queue there was nothing that could be done for me that evening but I would be called back the next day. I selected 5.15 and made sure I was ready for the call. It never came.
Now, I want to say the call centre guy was very pleasant, wanted to reassure me all would be resolved and I would be happy and I so wanted to believe that.
So, Wednesday I tried the online feedback form but that was rejected due to me typing more than 240 characters. I really would like to have been able to type something succinct but it would have read. BT Rubbish, sort
So, Joy of joys Thursday evening and another call to BT to see why I wasn't call back and why my account still hasn't been fixed. After waiting 20 minutes for an answer as BT are very busy (So am I) I get to tell the whole story to another helpful call centre agent who then has to put me in another queue for another team and guess what another 20 minute wait.
Now, here I may have made progress as I get to speak to a nice lady from Aberdeen who apologies and explains because of the lateness of the hour (7:30) they can't deal with my problems tonight but it will be put in a diary for someone to resolve and I have been promised a call back on Friday.
I am reasonably hopeful the callable will come and if not I have a Aberdeen number for BT.
I did think about not posting this given I have another promised call back but actually I think this needs to be seen and read by customers, people in a similar situation to me and hopefully by those in BT who are in a position to put procedures in place to stop customers being treated like this.
You know I though talk talk were bad. Well, it's time to prepare some tea and hopefully relax before another day at work.
If you made it this far you deserve a star! Well done.
Andy

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Poor customer service from Verizon wireless

I suspended one of the telephone numbers on my account in June, I was not told at the time in 90 days I would begin to be charged again for that telephone line $9.99 plus surcharges. Unknown to me I have been paying for over 3 months a line charge for a cell phone I no longer have, for a phone number I no longer use. I called customer loyalty tonight, if you can call it that,
and was told the line charge and the surcharge is for saving the telephone number. This is for a line I no longer use that does not as of today have a cell phone for. They would not offer me any credit on that phone line even though they admit it is not in service. I have been a cellular customer with VERIZON for over 10 years where is my loyalty? I will tell you where it will be with SPRINT when my contract expires. I am a small business owner and I have credited customers who had a legitimate complaint to keep their business. I am surprised for the small amount of credit Verizon would be willing to lose another customer.

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the Verizon Wireless Community at http://community.verizonwireless.com/

Poor Customer Service/Billing

I went into the store located in Sumter, SC to merge my account with my girlfriend's to save money. She was on a data plan and I was not. We upgraded mine and went with the new share everything plan. My complaint is the fact that either the store employees were unable/unwilling to give me a bottom line on what this would cost between the three lines on my account plus adding hers. The sales rep stated that the primary would be "about $100 and $30 for each additional line but this does not include taxes and additional fees". I asked several times for what the bottom line cost would be and was told they did not know. I find it highly unbelievable that their billing department can figure this out in the next 30 days, but no one in the store can tell me what exactly our new combined services will cost. Very poor customer service. If this plan ends up costing more than what we started with, you can bet I'll be canceling my services.
A. Clark
Sumter, SC

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Unacceptable - Poor Customer Service - Liars - Crooks

Seems like I'm not alone with reading all these issues.
From a corporate standpoint, Verizon wireless' customer service is extremely poor! The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
I had a bill for over 1G. An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over. No kidding?!?! On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago. So I thought...
Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times. You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues. Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not. After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma. The representative who assisted me suggested that I call Verizon and request a different brand. I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung. Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of. You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones. Besides this, they are asking for verification over something that was done and settled with...so I thought.
The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied. Still waiting...
3-16-13 – Zack Representative. Credits pending.
3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account. She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep. Since then, I have not received a call from Ebony.
Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX. Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on. If you ask me, I was fooled again into a bogus number.
3-24-13 Voicemail to Marcy
3-25-13 Voicemail to Marcy
3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013. I find that hard to believe when there was no message or phone call recorded. No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation. I'm sorry, did he not look at my records of calling several times since the charges were posted. I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers. I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm. What company contacts their customers in the wee hours of the night? Then she changed the information and that it would be by 9pm. Then she stated that she couldn't promise me that she would call. On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru. In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them. POOR CUSTOMER SERVICE!!!
<Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country. The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day. My advice, quit waiting or expecting a call back from this one person. For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
If you are waiting for credit wait until you get your bill and see if credit has been applied to that. Log into you account online. I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service. Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away. If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back. Honestly, I would never buy it if they said they would personally return my call.

V poor customer service / BT rep blatantly lied to...

So, order for residential line + broadband placed on 31st Dec 2013. Engineer appointment booked for 3rd Feb 2014 - bit long, but if they're busy, they're busy.
3rd Feb arrives, OpenReach engineer calls me to ask where property is, attends bang on time. Hooks up the master socket, spends 45mins up the pole, then comes back to state he can't complete the job. No spare lines on the pole, so they'll need to arrange traffic lights & dig the road up. OpenReach engineer states he should be back by 7th Feb to do the work.
4th Feb, I get a phone call from an OpenReach engineer, wanting to know which house is mine, as he's outside with some traffic lights and a pneumatic drill. I confirm, he does the work.
At this point, I looked on the online Order Tracker, to get the generic "order is being processed" message.
So I waited until the 10th, after the OpenReach engineer stated the work should be complete, and called BT on 150. On this occasion, there were a lot of apologies, followed by a statement of "we'll call you within 2 weeks to confirm when the engineer will be back at the property to complete the work" - this despite the fact that the Engineer doesn't need access to the property to complete external work, but still, the UK has been hit by storms, so whatever, it's acceptable that it might take time.
No phone call received from BT.
So on the 24th, I called BT back again to chase the order. Again, a lot of apologies given and this time, I was told that OpenReach needed to re-assign the port that the line was assigned to (at the exchange), and that OpenReach had "confirmed that this would be done by the 27th" as well as "I'll call you back personally on the 27th, let you know that the work has been done, and confirm your line will be active by the 28th - but it may be in the evening, as sometimes it takes a couple of hours to get updates from OpenReach." I confirmed I was fine to recieve calls in the evening, and left it at that.
27th comes & goes, no phone call from BT. Now, I've worked in call centres, so I understand that sometimes you'd say things to customers like "I'll call you back myself" - then get so snowed under with work that you simply forget to call back.
So I called them today, passed through security, talked to a woman with a Scottish accent who was polite enough. Then she redirected the call & I was back at step 1, new person, had to pass security again, explain why I was calling again etc.
This person tells me that the "confirmed" order date, by OpenReach, is now 4th March. Not only this, but there's no record on the notes about anyone stating they'd call me back. That, to me, means the person that promised it never intended to do it, and is a blatant lie to a customer. At one point today, they even tried to tell me that I never called on the 24th. Though he quickly back peddled on that one when I told him the exact contents of the notes that were on the system from that day (the Scottish lady had thankfully read that comment aloud before transferring the call).
I'm not holding out much hope for the 4th, but I have been sent a text message today confirming that appointment. Because as we all know, SMS messages are contractually binding. I've also recieved an email "We found an answer on our Help website that you’ll be interested in: 10 reasons to visit BT.com" - no, I'm not interested in that, because the web portal doesn't detail anything beyond original provisioning. That's why I've been calling, nor did I ask for the spam email.
At this point, if it wasn't for the fact that I knew I'd be back at the end of the FIFO queue with OpenReach, I'd be cancelling BT services & voting with my feet.
Pretty disgusted with the customer service from BT so far - customers should not be the driving force behind getting their orders fulfilled. Luckily, I volunteered for the "service quality questionaire" - which I found myself repeatedly pressing 2, then left a message at the prompt. Though I'm doubtful anything will be done about it.

Update, having just spent a while on the phone.
Called once, got through to a woman with an Indian accent. She took details, suggested the problem may be within the house, read the notes, stated there was a fault at the exchange, called OpenReach, then came back to the line & apparently couldn't hear me. I could hear her, repeatedly saying "Hello" - I pressed a few DTMF keys, she still couldn't hear me. So, after being on the phone for 15mins exactly, I hung up & re-dialled.
Next person, a man with an Indian accent. He apologised for the previous advisor not being able to hear me, looked into the case, called OpenReach and then stated my new activation date is the 7th, and that work is "currently ongoing at the exchange." He's also passed details to the "Offline team" who apparently will call me back to confirm the line is active on the 7th.
Call me sceptical, but I'm not holding my breath for a call back. I've openly told the advisor that I've been promised call backs in the past & never received them.
Today, I was promised that the line would be active, and given a guarantee that the call back would happen. The advisor tried to suggest that "by compensation" he could give me username & password details for BT Wifi, though he quickly realised the error of his ways when I said I was already using it. I didn't even bother mentioning that I have unlimited data on my mobile phone, including tethering, and that I can pull adequate speeds out of my phone via HSDPA+.
I was also informed during the second call, after asking to be transferred to the complaints department, that a complaint has been raised (VOL012...904 - mods, I've self censored that as I'm aware of the rules of posting). As a result of the complaint, and the fact that it's "being escalated to the highest point within BT" that I would "definitely recieve compensation after my line is activated, for services not being provided" but such compensation could only occur after the line is active, and will be applied to the bill.
I'm not convinced that it's the advisors position to state that I'd definitely get compensation for services not provided, but hey, he said it anyway.
I also asked the advisor to confirm the details of my complaint back to me, so he duly re-opened the complaint & re-read his statement. Apparently, I'm complaining about the state of the line, and the fact it has taken so long to activate. This is not the case. As I explained 3 times, my complaint is the complete lack of customer service offered by BT.
I wholly appreciate that delays happen, and that BT are to a large extent at the mercy of OpenReach. That does not excuse being lied to, being given bad information, having to take my time out of daily activities to chase BT for updates on the situation etc.
The advisor finished up by saying that he'd arrange an engineer visit to my property for the 7th. I've been very explicit in that I do not consider an engineer is needed. The line is connected from the master to the pole, the pole is connected to the cabinet, and the cabinet is connected to the exchange.
Somehow, I think some poor OpenReach engineer will be knocking on my door on the 7th March. At least that way I might actually get the issue resolved.
So, given that BT state there is a fault at the exchange, which was discovered when OpenReach attempted to re-assign the port, I've just checked:
- There was a fault listed at my exchange on SHEFFIELD 3 EDGE SWITCH ROUTER1 - this fault was cleared on 19/02.
- The "Major service outage" listed for North Wales due to severe weather does not affect my area code (01248).
- Bangor Exchange has an on-going fault (ref: T10581) - but I'm not on, or routed through the Bangor Exchange.
Unless anyone else can confirm that the Llanrwst exchange has a problem, I'm going to put this down to another lie (either by OpenReach or BT).
So that's 15mins on the phone, followed by 18mins. More empty promises/guarantees. But on the bright side, I'm fast becoming an expert at getting the automated phone systems to dump me at a human being.
EDIT: Oh, and another automated call back from the customer service survey robot. Option 2 followed by Option 2, option 3 was in there at some point, and I've left a voicemail including the complaint reference.

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Lack of Commitment and Poor Customer Service

My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me. She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account. This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
On June 2, I was told that my call would be escalated to management and I would receive a call back in 24 - 48 hours. Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager. The lack of the call back with the second broken commitment.
The customer service rep I spoke to today provided the worse service I have received so far. She made a couple of inappropriate comments. The first was:
1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child. Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
2. Then agent told me the manager was not going to drop everything to respond to my call. I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word. At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

International Long Distance and Messaging by Country - Verizon Wireless
International Long Distance Value Plan for Trinidad & Tobago:
Voice Rate: Landline $0.05/min Mobile $0.05/min
Monthly Access Charge $5.00
*You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
(AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

Poor, Poor, Poor Customer Service

December 18, 2012
Lowell C. McAdam
{edited for privacy}
Annual Account Value: Approximately $6,000.00 annually
Dear Mr. McAdam:
I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue. Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

Fellow subscriber,
As I understand your post... you have issues with 2 different phone numbers.
1. Line 1, You got lots of calls that weren't for you.
2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number?

Poor customer service from billing department

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