7/14/10: I needed to lower my landline/DSL bill - called Verizon and wow, so helpful. Melissa reduced my rates while giving me a better plan and faster DSL - amazing and so helpful! $47.00 plus tax for Freedom Essentials & 3mb DSL. Happy camper I was.
7/26/1:0 Spoke to Jessica, Oxnard office, who will have her supervisor call back to verify above. No call back.
7/30/10: Called and was somehow transferred to Louis at The Verizon center for customers with disabilities’ (didn't have one then, but after this)? He verified notes on my account that stated my bill would be $39.00 plus tax which included a $20 credit for 3 years and another $10 credit for 2 years.
8/26/10: Called again, spoke to Larry as I started receiving the $20 credit but not the $10 one. Says the $10 credit comes from a different Verizon provider and I will see it on my next bill. Ok.
10/5/10: No $10 credit appearing ($20 is still there). Spoke with Michael #Z454232 who also verified my bill and then offered to bundle with my new Direct TV account. Michael never told me I would lose the $20 credit (which I found out in the following call).
11/4/10: Spoke with supervisor Latoria (#4653). Latoria was the first rude person I had spoken with. She essentially accused me of lying about what I was told and then took away the above $20 credit stating this was due to bundling. Please note, I told her I didn’t want the bundle if it was taking away the $20/credit – sounds reasonable right. I could get nowhere with Latoria and asked to speak to her supervisor.
11/4/10: Spoke with Tyrone #7409 who was very nice and said he’d put in an inquiry into my account since July 2010 with everything I told him (from above). He stated it would take 1-3 weeks before I heard back.
11/4/10 call was well over an hour
12/6/10: Never heard back. Spoke to Greg (St. Louis office) who said he had to get a supervisor. Was on hold for an hour. Spoke to Tania #V925515 who after ½ hour said those credits were not currently available and there was nothing she could do.
During that hour I had looked on the internet and saw a $44.99 bundle for DSL & landline for 2 years – I asked her about that – she said I’d have to do that online. I did try but it didn’t work – took me to my account and didn’t ‘t offer that ‘special’.
Tania said she’d have her supervisor call me within 3 business days.
As I signed up for this ‘great offer’ in July, I am contracted with Verizon until July 2012 – so I cannot cancel.
I am usually very calm, realizing getting upset with customer service get one nowhere. However, I just don’t know what to do anymore.
My husband has been ill and is on Social Security. I am also not working.
I really hope your site is able to do something (although do you blame me for being a bit pessimistic?). Sorry, had to get that off my chest.
Thanks so much,
Julie Throssell
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