I'm trying to get to somebody at a higher level than the CS drones with their scripts. I have until Friday to either get this fixed or cancel my FiOS before the 30-day trial period is up and go back to Comcast.

My rant, aka the usual Customer (Dis)Service horror story:

I switched to FiOS - phone/TV/Internet

I called Customer Service before making my first International call to see whether I needed an International Calling Plan. I was told that based on my setup, my rate was a flat 10c/min to Ireland. No special plan needed.

I came back from vacation, opened the first bill and see that my 42 minute call cost me $146. And I've made another call since.

I call CS again. Oh, you need a calling plan - $10/month for 300mins, then 10c/min after the 300 are up.

Me: Ok, so can you please fix my bill?
CS: Sorry, you need to call a different CS department.

So I call the next CS department - Toll Billing, or something.
I explain the situation. Their answer: The CS rep who told you 10c/min was wrong, and because we show no Int'l plan on your account at the time you made the calls, we can't change your bill.

After another two hours on the phone, a higher level supervisor finally gets on the line and says she will forward this to some Corporate office, who will investigate and get back to me on 12/16. I'll believe it when it happens.

My Google research has turned up one VP's email address, but that's it so far. I can also file a complaint with the FCC and the BBB.

I'd rather get this sorted out and stay with FiOS than go back to Comcast, but I refuse to pay $300 for what would have cost $10 if their own CS rep knew what he was talking about.

Customer Service by Kafka.

 

I know a higher up, but calling her is useless. It didn't work for me and she was a friend at the time.

She lied to my face, as she said later, to protect her job. Apparently Verizon doesn't think customer service is a good thing.

 

that's strange...my last 2 calls to verizon's customer service have been nothing but pleasant. the guy who set up my service didn't explain everything to me, my bill was double what it should have been; i called to get it looked at, the lady apologized, removed the charges, backdated the new plan, and i was on my way. i couldn't have asked for 2 better calls.

admittedly, just like most companies, they are happy to charge you for something incorrectly and take your money if you don't catch it, but i've had nothing but good experiences with them when i have needed to call.

 

I've never had to call them before, but having just read this thread (see link) I think I'll just cancel before I get stuck in the quicksand.

http://www.gearlive.com/news/article/q108-...vice-nightmare/