I moved to my new apartment in the beginning of February and had Verizon a technician install our Fios internet. But the technician didn't successfully activate our wifi and claimed it was our modem's problem. But after we did research about it and called technical support, they found out it was not installed correctly (they should have removed the previous tenants' account and then installed). We had gone back and forth for 2 weeks to finally get our wifi connected. Since it caused tons of trouble to us, the store manager promised to refund our installation fee, and said that it would be removed from our balance by our payment due day.
But as time passing by, the installation fee was not removed from our balance. We contacted this manager 10+ times, he either ignored our calls / emails / messages or said "I'll solve it immediately" and did NOTHING!
The day before our 1st bill deadline, on our 10+th call, he told us he could give us credits instead of waiving fees. And said if we send our emails over, he would forward a copy of credits confirmation to us.
But NOTHING again! Now our second bill is about to due, we called 20+ times more and this manager still keeps repeating the same thing -- "send over your emails and I'll deal with it immediately" and then do nothing. If we call back, he just ignores.
This is the worst and the most frustrating experience ever. Verizon won't keep customers if it doesn't improve customer service. Is there any place I can file a complaint? I believe dealing with customer refund is something a manager can do within 10 minutes. How come someone like this still has his job?!