Hello,
I am not sure this is the best place to post this but I have found no other way to get anyone's attention - even after just being told on the phone that I could "log a complaint" via some contact form at Verizon's website.
Three weeks ago I called planning to end our TV service and downgrade our plan as much as possible. Over the course of a long call with the representative, I was convinced to stay on board for a greatly reduced cost - an internet package and local TV only. In addition, he told me that he was "adding a new router" since we hadn't had any hardware upgrade in 4+ years.
After several weeks, no new router was delivered. When I called today, the agent told me - with little in the way of understanding - that I was not eligible for said router because I had not upgraded our internet service. When I told him that it seemed pretty shady to be promised something as part of a package and then not have it delivered, he (in my view) shrugged and said there wasn't much he could do and if I wanted the new router I would have to upgrade and pay more. Additionally, he told me there was no record on their end of the router being promised.
I was told/re-told at least half a dozen times about adding the new router in my original call (9/21). I am sure this call is saved somewhere. And I am **bleep** off to be promised one thing and given another. And really, I'd just like someone to say that it was a pretty crappy sales tactic if not an outright bait-and-switch.
Bottom line - how do I get this message to someone who will say more than "well, we don't do that upgrade so I am not sure why you were told that"?
Appreciate any help in directing me to an email, complaint desk or a phone number that gets me past level one.