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This Entry is Rated:
9.4
with 5 votes!


02/20/08 | 18:36PM
DUPLICATED ACCOUNT AND BAD SERVICE

READ FROM THE BOTTOM UP:

Tom, the technician now says the duplicated account is cancelled. His cell phone number is 718 530 5606 if anyone wants to contact a human.

Sent: Wednesday, February 20, 2008 1:08 PM
To: 'Eric Boxler'
Subject: RE: VERIZON ACCOUNT PROBLEM

Good Afternoon!

Well, it may not be over yet.

Verizon set everything up about a week ago.

Then, they showed up again today at the old / wrong address to do the install at that location.

Can someone send me something in writing confirming that I will not be charged for the old / wrong address service?

Thanks,
Jim Lumsden

From: Eric Boxler [mailto:EBoxler@verizon-mstar.com]
Sent: Wednesday, February 06, 2008 9:20 PM
To: Jim Lumsden
Subject: RE: VERIZON ACCOUNT PROBLEM

I do apologies for the issues, I will see what I can do.

From: Jim Lumsden
Sent: Tuesday, February 05, 2008 11:53 AM
To: Eric Boxler
Subject: RE: VERIZON ACCOUNT PROBLEM

In the end, Ms. Davis had me on hold for 15 minutes and then the line was hung up.

I called back and got a nice guy in Fiber Solutions Department. He had the incorrect one cancelled.

I think someone at the Fiber Retention Department should give me a call back and apologize.

Thanks,
Jim Lumsden

From: Jim Lumsden
Sent: Tuesday, February 05, 2008 11:11 AM
To: 'EBOXLER@verizon-mstar.com'
Subject: VERIZON ACCOUNT PROBLEM

Good Morning!

You signed me up for Fios service on 1/27 and then we had to call and change the apartment to another one on the same street because of a problem with the original apartment.

They said they had to cancel the original order and put in a new order. I said ok.

The original account number was: MD0000*******

I typed the new phone number over top of the old one in my outlook.

The new number and acct number is:

HOME *** *** ***

MD 0000*******

Then when I called today to reschedule the service appointment (another apartment delay), someone said there were two orders for service in there for the 2 locations on the same street.

She said she would have to transfer me to another department in order for me to cancel the wrong one. I said that should be handled internally. She said that was not possible and I would be charged for both services if I didnít cancel it myself with the other department.

I reluctantly said ok and was transferred to Ms. Davis who was not nice. She said without the original phone number from the account that I wanted to cancel, she was not allowed to pull up the account and do anything. Office policy, she said.

I asked for a supervisor and was put on hold for 20 minutes. Finally, Ms. Davis came back and said Ms. Edwards - supervisor for Fiber Retention Department Ė gave her permission to review the account without the phone number and said it showed up as cancelled.

I am on hold to speak to a supervisor now, because I donít trust their word and I am afraid I will be dealing with this in a few weeks.

The department number is 888 553 1555.
Thanks,
Jim Lumsden

- Verizon H8er ID: 32FA68



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