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Verizon Complaint - Verizon DSL Customer Service
Complaint
ROCKVILLE, MARYLAND -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I am writing to complain about the inadequate customer service and “run around” I received from Version DSL. On August, 28th 2006, my telephone service was switched from Spectrotel to Verizon at my request. (Spectrotel has slammed me and I requested that Verizon return to be my carrier). Since the switch to Verizon took place, my DSL service has not worked. From Monday, August 29th until September, 4th, 2006, I made numerous calls to Verizon regarding my, non-functioning DSL service. I spoke with several DSL tech support personnel and supervisors who appear to pass me from one department to another because they could not tell me why my service was not working. Finally, on Monday September 4th, 2006, Gina (tech number Z724336) supervisor told me that I would have canceled my current DSL service since I had new line with Verizon and re-order the service. I called and cancelled my service on September 5th, 2006 and was given an order ID number 127508168. I was also sent an e-mail by a Verizon customer service representative stating my start date for DSL would be September, 18th, 2006.
Monday September, 11th called to check the status of my order was told by customer service representative that the present order was in the system to be cancelled. I was told by a technical support supervisor that, to get DSL service I would have to cancel the present order and re-order service. On Thursday September 14th received call that my order had been cancelled and I can go ahead and re-order. I called Verizon and re-ordered service for DSL as soon as I received this call and the agent assured me it would go through. I received a call on Friday, 15th, Saturday, 16th and Monday18th, September, 2006 telling me that my old service has been cancelled and to got ahead and re-order my service. I called on Monday, 18th, September, 2006 and was told technical support supervisor that I already ordered my DSL service. I was told that it was not in the system and to call billing. I called billing on Tuesday, September, 19th, 2006 and was told that I will have to re-order my service since my order from last week. The order was in the system as a cancelled order. I called tech support several times afterwards and again like all the other times I have called I waited on the telephone for 45-75 minutes on the telephone to be assisted. I am still without DSL service and appear to be no resolution in-sight and I am not sure what to do at this point and a faithful Verizon customer.
As a resolution, I would like the following:
I would like that I be not charged any termination or cancellation fee or any other action recommended by the Attorney General' Office
Please contact me if you need more details regarding this incident.
I am writing to complain about the inadequate customer service and “run around” I received from Version DSL. On August, 28th 2006, my telephone service was switched from Spectrotel to Verizon at my request. (Spectrotel has slammed me and I requested that Verizon return to be my carrier). Since the switch to Verizon took place, my DSL service has not worked. From Monday, August 29th until September, 4th, 2006, I made numerous calls to Verizon regarding my, non-functioning DSL service. I spoke with several DSL tech support personnel and supervisors who appear to pass me from one department to another because they could not tell me why my service was not working. Finally, on Monday September 4th, 2006, Gina (tech number Z724336) supervisor told me that I would have canceled my current DSL service since I had new line with Verizon and re-order the service. I called and cancelled my service on September 5th, 2006 and was given an order ID number 127508168. I was also sent an e-mail by a Verizon customer service representative stating my start date for DSL would be September, 18th, 2006.
Monday September, 11th called to check the status of my order was told by customer service representative that the present order was in the system to be cancelled. I was told by a technical support supervisor that, to get DSL service I would have to cancel the present order and re-order service. On Thursday September 14th received call that my order had been cancelled and I can go ahead and re-order. I called Verizon and re-ordered service for DSL as soon as I received this call and the agent assured me it would go through. I received a call on Friday, 15th, Saturday, 16th and Monday18th, September, 2006 telling me that my old service has been cancelled and to got ahead and re-order my service. I called on Monday, 18th, September, 2006 and was told technical support supervisor that I already ordered my DSL service. I was told that it was not in the system and to call billing. I called billing on Tuesday, September, 19th, 2006 and was told that I will have to re-order my service since my order from last week. The order was in the system as a cancelled order. I called tech support several times afterwards and again like all the other times I have called I waited on the telephone for 45-75 minutes on the telephone to be assisted. I am still without DSL service and appear to be no resolution in-sight and I am not sure what to do at this point and a faithful Verizon customer.
As a resolution, I would like the following:
I would like that I be not charged any termination or cancellation fee or any other action recommended by the Attorney General' Office
Please contact me if you need more details regarding this incident.
Comments:
Posted by Valued Customers? on 2006-09-27:
I had similar experienced dealing with Verizon. I never even got my DSL set up, and finally after several hours on hold and being disconnected a couple times, I decided that instead of finding out what the hold up was, I was simply going to cancel and switch to Comcast. It took 1 1/2 hours to cancel my account, and the customer service representative kept insisting that I give her a reason for cancelling. When I gave her the reason she'd say "I understand what your saying ma'am, but what is your reason for cancelling?" As if she didn't understand why a month of waiting for service and hour long hold times consuming my days right off the bat wasn't reason enough!! Comcast has been great!
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