Public Mediation

My Claim vs. Verizon Fios (Headquarters) Dispute

M. S. vs. Verizon - Headquarters
1 Verizon Way, Basking Ridge, New Jersey, 07920-1025, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"I have had a land line with Verizon for 30 years. On Friday, Nov 6th I switched over from Optimum to Verizon FIOS. I kept the land line # (516)741-0892 and it just became digital voice as part of the FIOS package. As part of the order, I had asked for a second line and wanted to get rid of Vonage, which I had been using for a fax and speaker. When told it would take a few days to port the Vonage lines, I said I didn't care about those numbers, just give me a new verizon number and line. The verizon rep told me that would be easier.
For the next 6 days, I was on with ( usually on hold ) Verizon customer service asking why the new number wasn't working yet. On 11/06, the tech installed the jack and plugged in the phone... but 6 days later, still no line or any reasonable explanation of why not.
Often, when I got customer service on the phone and gave them my phone #, they said they had no record of that account ?!?!
I gave up and on 11/11/15, I scheduled Optimum to replace Verizon on 11/13/15. I went through the automated process with Optimum for porting my old number over to Optimum from Verizon. Optimum called me today ( 11/12/15) to tell me verizon has no record of my phone number. I am on hold for a supervisor at Verizon as I type this. I have basically been on hold on this call for an hour and a half. I have probably averaged at least that much time wasted each and every day since 11/06. No one at Verizon has been able to fix the problem or give me a time frame for when I will get the second line I asked for. I have been promised I would get a call back numerous times without ever hearing back. Only one person named Javier was professional enough to keep his word and call me back. But, he couldn't help either.
Now Optimum tells me they can't port the number because, somehow, Verizon has no record of it. I can't get anything in writing from Verizon other than my bill. Customers have a 14 day grace period to cancel the service before a 2yr commitment. It has gotten so absurd that I seriously suspect part of Verizon's policy is not to respond to customer complaints until the 14 days are up and the customer is on the hook.
When I try to log into the verizon website, after I type in my user ID and password....all I get is
" We are unable to process your request at this time.
Please try again later. We apologize for any inconvenience. "
Meaningless apologies without remedy is all Verizon seems to be good for.
The time I have spent on the phone with these people has taken me away from being able to do my job and costing me money as I am a 100% commission broker who works from home.
I am STILL on hold for the supervisor ( Maxine ) who told me I must have an account if I'm calling from that number. No kidding. But, she just keeps putting me on hold. I think I began this particular call at about 2:20 PM.. it's now 4:09PM.
The lack of competent service by Verizon has been nothing short of stunning to me. It's almost impossible to believe this isn't deliberate. If this gets dragged out beyond the 14 day grace period, which I guess would end on Friday, Nov. 20th, I do not think I should be held to that deadline since they have failed to give me what I asked for from the get go and all the problems are on their end.. be it the inefficiency of their system, the lack of competence of their customer service people, or a combination of the two.
I turn 62 next week. I have never in my life dealt with an organization so incompetent and service so poor as Verizon has given me this past week.

Original order # NY00277619844
For some reason, the request for a second line was not included and it seems like Verizon totally incapable of correcting mistakes or adjusting orders on their end"
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Verizon - Headquarters to make a fair offer to resolve this complaint.
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Respondent's Counteroffer

There has been no response to this claim from Verizon - Headquarters. This claim will remain posted until resolved
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