I am having serious issues with new service from Verizon Fios. I have all the contact info for Executive Response but would like to go a little higher up the chain for my complaint (and the issue isn't resolved yet) Anybody have any good numbers?
Here is what I have now:
Executive Customer Service 212-321-8700
Ms. Jefferies 908-559-6676
Ms. Marshall 212-321-8470 (Manager) not really
The Executive Customer Service number will only work if you're an east coast Verizon customer. I had problems here in the western US, and they told me that it was out of their jurisdiction.Originally Posted by Goodpoop
I was given some other phone number, and the people working there were beyond stupid. They were not able to help me in my 4-week billing nightmare in December, 2010 that took over 20 hours on the phone to resolve -- definitely my worst customer service experience to date.
What is your issue with Verizon FIOS? Is it service-related or billing-related?
If it's service related, the good news is that the tech people are fairly competent and can usually get your problem solved pretty fast.
If it's billing related, get ready to bend over and take a big dick up your ass. It's going to likely be a nightmare to solve your problem, depending upon how much they need to "step outside the box" to solve it.
Even the Verizon tech guys who installed my service told me that they heard from countless people that the billing department was horrendous.
Tell me the nature of your problem and I will suggest the best way to go.
It started with a tech issue and you are correct the tech people that came to the house did a great job. The tech's also had some not so kind words about the billing and phone reps.The Executive Customer Service number will only work if you're an east coast Verizon customer. I had problems here in the western US, and they told me that it was out of their jurisdiction.
I was given some other phone number, and the people working there were beyond stupid. They were not able to help me in my 4-week billing nightmare in December, 2010 that took over 20 hours on the phone to resolve -- definitely my worst customer service experience to date.
What is your issue with Verizon FIOS? Is it service-related or billing-related?
If it's service related, the good news is that the tech people are fairly competent and can usually get your problem solved pretty fast.
If it's billing related, get ready to bend over and take a big dick up your ass. It's going to likely be a nightmare to solve your problem, depending upon how much they need to "step outside the box" to solve it.
Even the Verizon tech guys who installed my service told me that they heard from countless people that the billing department was horrendous.
Tell me the nature of your problem and I will suggest the best way to go.
I'll try to keep this brief. The house was just inherited and we have been changing accounts into our names. The house has had Verizon land line and Direct TV. Direct TV was being used b/c Fios was not being offered. The bill for Direct TV is actually on the Verizon bill. For some strange reason about 2 months ago someone in the family added internet and we discovered Fios was now offered. They did the double play and Fios was added for phone and internet. About a month ago I called to change the service into my name and add the TV package that is now the triple play for $79 plus HDbox, 4 addition adapters, HBO and an international channel. The rep sent me a self install kit that I questioned about how that would work since we had Direct TV. The phone rep advised no problem it would. Well it didn't and they had to send out a tech to switch over the outside box (common sense told me this). Tech guy was great, ran extra runs set everything up. After Christmas travels came home and TV did not work. Logged onto internet had to complete the activation again. Still didn't work. Two hours on the phone with Tech support finally scheduled another tech to come out. Tech was suppose to be there at 3 pm showed up at 8 pm fixed everything in two hours. Tech did not change anything just talked to tech support on the phone and got everything fixed. I think life is great!!!
I get the bill and it's $374 for the first month. I finally get a call from a billing specialist after yelling at Executive Response. The BS advised that there is an old account number that was changed to another account b/c of a new system and that there is also a third account number that is actually my new account. She said that I actually did not have a bill yet. I advised that I was holding a bill in my hand that Verizon had sent me. She seemed confused then advised to wait and I would receive anther close out bill that would take care of the 2 old account numbers and I will also receive another new bill for my new account number. Another great concern is the 2 old accounts are setup with an auto pay. I can't wait until I get these 2 new bills. I was also told that the current $374 would not be auto payed out of my account. Yeah, right.
I need to get to someone high enough up in billing to wipe all these accounts out and make sure I only have one. Anther factor is I have another property in another state with Fios. I'm pretty sure they will screw that on up also.
Any help on getting this billing straight would be awesome. I'm pretty sure I'm going to be out a $400 or $500 when they start auto debiting my account for all these incorrect bills.
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