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02/04/16 | 7:29AM
Verizon Horror Story

Chat Subject:Upgrade/Change Existing Services
Your Question:I want to: 1. Get rid of HBO 2. What is the "Unpublished Listing" charge? I would like to drop FIOS Digital Voice. I want faster internet. I want to pay the same or less than I am now. What can you do to help?
Thank you for your patience. A Verizon chat expert will be with you shortly.
Agent Damon has joined. (00:49:07)
Damon : Chat ID for this session is 02041615064. (00:49:07)
Damon(00:49:07): Hello. Thank you for chatting with Verizon.
(00:50:14): Our bill is spiraling out of control pricing wise. I am determined to cut, cut, cut.
Damon(00:50:19): Hello! Thank you for being a valued Verizon customer.
(00:50:34): Can I move into internet + TV only? Drop Digital Voice.
Damon(00:50:39): I'll be happy to help you. For security and protection of your account records, please provide the first and last name as it appears on your account, plus one of the following pieces of information:

* Your Account Number
* Alternate or Mobile contact phone number on file
* 4 - Digit Account Pin #
* Customer Code
(00:50:51): PIN 3995
Damon(00:51:57): Thank you for sharing these details.
Damon(00:53:15): You can certainly remove phone but there will be early termination fees of $150 as still 16 months are remaining in your contract and you will lose all your triple bundle discounts if you remove these services. We have an option online where we can keep your same internet and phone services with basic tv plan to check if that works for you.
(00:54:00): I want lower pricing now. What can I drop without early termination fee?
Damon(00:54:29): We have an option online where we can keep your same internet and phone services with basic tv plan to check if that works for you.
(00:54:29): BTW, I am leaving after 12 months. Verizon's pricing for existing customers stinks. I'm gone as soon as possible.
Damon(00:56:17): May I know if you would like to check total cost with basic tv plan and upgraded internet speed?
(00:57:09): What OPTIONS can I cut?
Damon(00:59:05): We can remove "Hbo" and and any other unwanted packs to lower your bill and also we can check total cost with basic tv plan and upgrade your internet speed to higher one if that works for you.
(00:59:29): I want:
(00:59:34): - Same TV package
(00:59:44): - Same or better Internet
(00:59:54): - Drop Digital Voice (its useless)
(01:00:02): - Drop all other options
(01:00:08): What will my bill be then?
Damon(01:00:44): In that case, you will need to pay $160 early termination fees for breaking contract if you remove phone.
(01:02:49): How much will the bill be reduced per month.
Damon(01:03:31): The cost of your internet and tv plan would be $124.99/month before taxes.
(01:03:47): What about with taxes?
(01:04:11): Give me specifics:
(01:04:27): (1) What is the TV plan and cost per month?
(01:04:35): (2) What is the Internet plan and cost per month?
(01:04:44): (3) What are the equipment charges per month?
(01:04:49): (4) What are the taxes per month?
The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience. (01:04:54)
Agent Craig has joined. (01:05:10)
(01:06:15): How about it guys? Need answers to (1)-(4) asap.
Craig(01:06:45): Hello. Thank you for choosing Verizon and visiting our Verizon chat service. May we view your account information, including subscribed services, to assist you during this chat with respect to available Verizon products and services? You may deny us permission, which will have no effect on your current services. Under federal law, it is your right and our duty to protect your account information. May I have permission to review your account?
Craig(01:06:56): Hello ! Thank you for being a valued Verizon customer. I will be glad to assist you with your questions.
Craig(01:07:13): I'll be happy to help you. For security and protection of your account records, can you please verify that I'm chatting with .
(01:07:31): ALready did Craig, read the chat. I provided my PIN.
(01:07:51): Congratulations on the switcheroo with the previous agent. Now pls answer (1)-(4).
Craig(01:08:48): Previous agent was facing some technical issue and the chat got reloaded. So I have to authenticate your account again.
Craig(01:08:58): Am I chatting with ?
(01:09:16): Yes. PIN 3995. Read the Chat.
(01:09:41): I realize that asking me to repeat myself 1000 times is your way of trying to wear me down and waste time. I won't stand for it. Will you help or not?
Craig(01:09:51): I would definitely go over the conversation with previous agent; however I have to authenticate your account first.
Craig(01:09:56): Give me few moments.
Craig(01:12:12): If I am correct, you would like to check the price for Fios TV and Internet without Home Phone?
(01:12:59): Read the Chat Craig! It's very clear what I am asking for! Stop wasting my time and trying to get me to go away.
(01:13:25): I want answers to my questions (1)-(4).
(01:14:14): If I drop digital voice and that crummy triple play plan you have me on:
(01:14:18): (1) What is the TV plan and cost per month?
(01:14:45): (2) What is the Internet plan and cost per month?
(01:15:00): (3) What are the equipment charges per month?
(01:15:15): (4) What are the taxes per month?
(01:17:51): Massive delay. Is this the strategy to get the customer to give up?
Craig(01:18:02): Right now you are paying $94.99/mo for Fios triple play+ HBO $9.99/mo+ TV Equipment $39.99/mo+ Non-Published listed $4.75/mo. Total cost:- $149.72/mo before taxes.

Cost for Fios TV and Internet $134.99/mo+ TV Equipment $39.99/mo. Total cost:- $174.98/mo before taxes.
Craig(01:19:27): So you would end up paying more if you remove Fios Digital Voice phone plan, as you would lose all the bundle credit and discount for triple play.
Craig(01:19:32): Are we still connected?
Craig(01:21:10): Taxes are 10-15% on your total monthly cost.
(01:22:04): Yes don't go anywhere Craig. That's another tactic to frustrate the cusotmer. Don't do it. We wont be finished until I explicitly say that I want to finish.
Craig(01:22:35): I am right here to assist you.
(01:23:47): Craig, somehow, my bill has gone from approx. $120 per month to now $190. I want it to go back to $120. What do I have to do to make that happen?
Craig(01:24:37): Your current price for Fios triple play is already discounted.

I understand the importance of managing costs. Typically lowering your monthly charges involves downgrading your TV and/or Internet plans. I'd be happy to review the options with you to help you decide. What channels are most important to you?
(01:25:10): How did the charges go up from $120/month to $190? Whatever happenned, reverse it ...
Craig(01:25:51): Bundle price 94.99/mo + HBO $9.99/mo+ TV Equipment $39.99/mo+ Non-Published listed $4.75/mo. Total cost:- $149.72/mo before taxes
Craig(01:28:35): I hope we are still connected through this chat window?
(01:28:49): Yes Craig, we just went over that.
Craig(01:29:32): We have a set procedure to follow to make sure that we are connected.
(01:29:32): What is a cheaper bundle?
(01:29:44): What cheaper bundles are available?
Craig(01:30:49): Cost for Fios Custom TV plan with 2 channel pack and Fios Internet 25/25 mbps plan would be $99.99/mo with or without agreement before equipment charges and taxes.
Craig(01:31:51): You are already paying discounted price for your current bundle and the other bundle with basic service would be higher then your current price.
Craig(01:32:09): The only way to lower your monthly cost is by making change in your TV Equipment and movie channels.
(01:32:55): Drop HBO for sure. Drop unpublished listing. What else can be dropped?
Craig(01:34:10): You currently paying $39.99/mo for Multi-Room DVR and 2 Set Top Box to connect 3 TVs.

You would save $14.74/mo by removing HBO and Non-Published.
(01:37:37): Drop HBO. Drop non-published. Do it now!
(01:38:02): Is there any way to drop the Set Top boxes? Or are they REQUIRED in order to get cable service on TV's in other rooms?
Craig(01:38:43): We can remove HBO and change to directory listing to Listed and Published from your account.
Craig(01:38:48): You need Fios TV equipment on each TV in order to watch the 100% digital channel line-up.
Craig(01:41:00): Please click on "Premium Channels" on left side of your account page. Let me know once you are there,.
Craig(01:43:45): I haven't heard from you. Would you like to continue chatting?
(01:44:28): Did you remove HBO and unpublished listing? Yes or no?
Craig(01:44:38): We can remove HBO and change to directory listing to Listed and Published from your account.

Please click on "Premium Channels" on left side of your account page. Let me know once you are there,.
Craig(01:46:17): Were you able to locate "Premium Channels" on left side of your account page?
(01:46:34): Working on it - pls wait
(01:47:49): It says FIOS Triple Play 100/100 Mbps Internet + Custom TV + Phone is only $69.99 per month. Can I get that?
Craig(01:48:39): The bundle you are referring to is only for new customers. Also $69.99/mo price is before equipment charges and taxe.s
Craig(01:49:21): Were you able to locate "Premium Channels" on left side of your account page?
(01:49:23): So you screw existing customers by charging them higher prices?
(01:49:31): I am not able to locate "Premium Channels" on left side of page.
(01:50:24): What do I need to click on?
Craig(01:50:34): You are already paying discounted price for your service. New customers price for Fios Extreme HD TV plan, Fios Quantum Internet 50/50 mbps and Fios Digital Voice Phone plan is $109.99/mo before equipment charges and taxes.

Your current bundle price is $94.99/mo before equipment charges and taxes.
Craig(01:50:44): So you are paying less price compare to new customers.
Craig(01:50:59): Please uncheck the box next to "HBO" under What You Have. Let me know once you have done tat.
Craig(01:50:59): *that
Craig(01:52:27): Are you logged in your account?
(01:52:43): Trying to find it. It's anotehr way you screw customers, make the damn web site impossible to navigate.
Craig(01:52:48): May I know what options you are able to view on your account page?
(01:53:39): Now I am getting this message:
(01:53:42): Please contact the Verizon Local Business Office
We're sorry, we are unable to continue your order at this time.
Please try again later or contact your local Verizon office for assistance.
Craig(01:54:17): Give few moments while I make changes on your account.
(01:55:52): WTF is going on Craig?
(01:56:55): Craig?
Craig(01:57:36): I am removing HBO and Non-published directory listing from your account. Shall I proceed ahead?
(01:57:48): Yes
Craig(01:58:41): Thank you.
(02:01:57): Is it done Craig?
Nicholas : Chat ID for this session is 02041615064. (02:02:53)
The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience. (02:03:53)
Agent Aron has joined. (02:07:30)
Aron : Chat ID for this session is 02041615064. (02:07:30)
Aron(02:08:39): Hi !

It seems Craig was facing some connectivity issue.
Aron(02:08:44): I will be glad to assist you.
(02:09:37): Did the previous agent remove HBO and Unpublished Listing from my account?
(02:09:40): I requested him to.
Aron(02:10:36): It seems that he was not able to complete the order as the chat was facing some connectivity issue.
Aron(02:10:41): I will be able to do that for you.
(02:10:59): Do it now! I told him 1 hour ago to do it! Do it now and confirm it's done to me!
Aron(02:11:14): Sure. Can you please verify that I'm chatting with ?
(02:11:25): You're the 3rd agent in this "shuffle game" that Verizon plays to frustrate their customers into not making changes to their accounts.
(02:11:28): YES!
(02:11:33): PIN 3995
(02:11:51): Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now! Do it! Do it now!Do it! Do it now!Do it! Do it now! Do it! Do it now!Do it! Do it now!Do it! Do it now!
Aron(02:15:40): I can understand your point ! Please allow me a moment to start the order for the change or you can do this from your end.
(02:16:20): Why the delay? Do it now!
(02:16:42): You're the 4th "agent" I've had to deal with. This shell game has to end. Do it now!
Aron(02:18:00): , I understand that you have been chatting with 3 other agents but as you have been connected with me now so I need to open your account and then start the order and this takes some time.
Aron(02:18:47): As you are logged in now, we can do this from your account page much faster.
Aron(02:18:52): Would you like to do that?
(02:19:13): NO! YOU DO IT! HOW MUCH CLEARER CAN I BE?
(02:19:25): DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW!
(02:19:26): DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW! DO IT NOW!
Aron(02:19:32): You are already all clear.
(02:21:47): IS IT DONE YET?
Aron(02:22:35): I am sorry but I am unable to process the changes from my end to your services as I am getting an error due to restriction. I will recommend you to please come back online during normal office hours and a representative will be happy to help you out by connecting with our account specialist department.
(02:23:09): *** *** YOUR ENTIRE ORGANIZATION ARE *** LIARS.
(02:23:36): YOU SHOULD BE ASHAMED OF YOURSELF WORKING FOR A COMPANY WITH THESE BUSINESS PRACTICES.
Aron(02:23:41): I can completely understand your frustration .
(02:23:50): THIS IS TYPICALY VERIZON *** VERIZON ***
Aron(02:24:00): I would have felt the same if I were you.
Aron(02:24:05): I apologize for the issue you have faced.
(02:24:27): I'VE ALREADY SWITCHED MY MOBILE PHONE TO ANOTHER CARRIER. IN 4 MONTHS, I AM GONE COMPLETELY. THAT'S $6000-$7000 OF REVENUE PER YEAR GONE !!!
(02:24:48): I COMPLETELY, TOTALLY HATE VERIZON AND ANYONE ASSOCIATED WITH IT FOR THESE BUSINESS PRACTICES.
Aron(02:24:58): I am sorry to hear that.
(02:25:19): AND BY THE WAY, THIS ENTIRE CHAT SESSION AND ALL THE GARBAGE IT INT IS GOING ONTO SOCIAL MEDIA, WHERE THE WORLD CAN SEE WHAT THIEVES VERIZON ARE.
(02:25:49): WHAT A WASTE OF TIME. SHAME ON YOU AND YOUR EMPLOYER!

Soon-to-be EX Verizon customer - Verizon H8er ID: 2D35C6



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Replies
02/05/16 | 0:03AM
You are an ass. Fucking read your bill you lazy shit. You signed the contract so don't get pissed off and you might get better service if you didn't ask the same questions one right after the other. Allow them to answer the first question before demanding answers for 4 other questions.

Anonymous - Verizon H8er ID: 0FB325

02/05/16 | 0:14AM
U r the reason the rest of us have to hold for someone because your lazy ass is not prepared and bitch when you actually have to prove who u r. I damn well guarantee if someone got into your account u would have a shitfit but when u have to do it u whine. Also, your bill breaks it all down for you. Look at it once in a while. It may save u time and answer your stupid questions.

Anonymous - Verizon H8er ID: 0FB325

02/09/16 | 19:43PM
I see the trolls for Verizon,H8er ID: 0FB325, never stop blaming the victim. And such naughty language!
Your rock under the bridge misses you.ttfn

Anonymous - Verizon H8er ID: AF20ED

02/13/16 | 3:08AM
No just frustrated with the !ack of common sense and how everyone is consumed with blaming others for their idiocy. Take responsibility for your actions. Quit blaming others.

Anonymous - Verizon H8er ID: D949C5

02/13/16 | 3:46AM
And also, calling me a troll, well as the saying goes "That's the pot calling the kettle black". Enjoy your rock.

Anonymous - Verizon H8er ID: D949C5


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