Ok, so I start my new job this week and it's been so busy. I finally get a second on Friday during lunch to call Verizon to schedule my FIOS service to be moved to my new apartment. No problem. They had a service appointment available for the 13th and they were shutting off my existing service on the 14th, just in case. I should have been concerned but once again I assumed people were competent and doing their jobs. Wrong.
I get home Friday night and instead of packing, I spend an hour troubleshooting why I can't access the internet. It finally dawns on me that Verizon shut off my service already.
Phone call #1 - So I wade through the god awful prompts and finally get an agent. Oops, they shut my service 10 days early. Hey, we're really sorry about that but we need to place another order to get your service back. I speak to a very helpful (heavy sarcasm) agent named Lynne who tells me that she will personally walk this order through and my service will be restored in an hour. Ok. You guessed it, no service.
Phone call #2 - Another rep. Another set of apologies. Apparently my order is "held up" somewhere and this rep offers to once again walk this order through. I mention the name of the rep I spoke with last night and am told "She's a very good agent". Well I'm sure she is, except for the fact that she lied to me! So now I am told that my service will be back in 4-6 hours. Once again, no dice.
Phone call #3 - So now, a full 24 hours after the original promise of my service being restored I am still without. And the worst part is that they completely inactivated my email account when they shut off my service. So no email since Friday at noon. Great. This agent, who gets bristly when I have the apparent nerve to be angry, says his supervisor told him to expedite this order and my service should be back within 24 hours. I am not feeling warm and fuzzy about this but I keep trying throughout today.
Phone call #4 - If this is how they treat an expedited problem I hate to think how long it takes them to handle a typical order. I am still on hold and I've noticed that during my many minutes on hold that their hold music annoyingly skips. While waiting on hold, I used my time productively and filled out a complaint with the BBB.
So my educated guess is that the rep made a typo and cancelled my service on the 4th instead of the 14th and as a result, I have been fighting with Verizon all weekend. Not really my idea of a productive use of my time. Thanks a lot Verizon. It's called Customer Service. You might want to look into getting some.
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