drusoicy
join:2002-12-23
Seattle, WA
1 edit | Verizon FiOS HORRIBLE customer service - privacy issue
I figured you guys would be interested in reading this one. It has nothing to do with the service itself, which has been flawless and outstanding. However, one aspect has not - the customer service.
You see, somehow, Verizon screwed up when they set up my FiOS account, and someone else's account here locally on the same day. They switched our personal data up, so that when I log in, I can see ALL his data, payment details, and email. Turns out, when he logs in, he sees all of mine.
For 7 months, Verizon has done nothing about this, even after repeated phone calls.
I figured I'd keep this post short, but if you want to read the full story, it is here:
»www.gearlive.com/news/article/q1···ghtmare/
Hopefully, some sort of resolution will come of this...meantime, any suggestions?
If you want to help spread the word, here is the Digg link:
»digg.com/security/Verizon_mixes_···wont_fix |
|
somebodeez
Premium,MVM
join:2001-09-24
here
1 edit | Good Heavens! 
Have you tried the Verizon Direct forum here?
»/forum/vzdirect |
|
drusoicy
join:2002-12-23
Seattle, WA | Huh - I have not. I didn't even know that forum existed, but I will certainly look into it. |
|
somebodeez
Premium,MVM
join:2001-09-24
here
 ·Verizon FIOS
 ·Comcast
1 edit | Upon reflection, since you have been trying to get them to fix this for such a long time, you could also try going to the top:
Virginia Ruesterholz
President
Verizon Telecom
One Verizon Way
Basking Ridge, NJ 07920-1097
virginia.p.ruesterholz@verizon.com
ph: 908-559-1069
fx: 908-696-2135
One more thing - I saw this information listed in an article some where and saved it for "just in case" (I've never personally tried it)
For problems that drag on with no resolution, Verizon has a hotline - 1-800-483-7988 - which takes frustrated Verizon customers directly to customer relations. Pay special attention to prompt number three for problems that have "escalated to management personnel without an acceptable resolution." |
|
cissado
Premium
join:2008-01-14
Clifton, NJ
| reply to drusoicy
WOW!!! Seriously, print out that link, take it to a lawyer and have a long chat with him/her.
Something's gotta give... Either they'll credit you a kazillion years free for your (lawyer) troubles, or they'll get sued for the equivalent amount for risking your ID like that for that length of time.
This is no laughing matter. It must be stopped. You';ve been patient enough for EIGHT MONTHS of having your personal info in someone else's hands.
Good luck!! Please let us know how it turns out.
Sincerely, Cissado attorney at law.
ha jk. |
|
liqrbfqlibelf
@verizon.net
| reply to drusoicy
drusoicy..........seen this happen.....two orders written on the techs worksheet and when he/she is setting up your account they type in the other persons account number and zip code....and bam..you now have the other persons account........was fixed asap before the tech left the house...he realized the typo and got on the horn and they cancelled accounts and fixed the problem within a 1/2 hour.........call ivans office....they will fix it then.... |
|
somebodeez
Premium,MVM
join:2001-09-24
here | reply to drusoicy
So -
Any updates ? |
|
mooseman
join:2007-11-28
1 edit | reply to drusoicy
I gotta admit, I've never called customer service for Verizon or any other ISP I've had like comcast, dialup, etc.
Internet down? Wait a few hours. Poop happens.
Yeah, that switch thing is a mess, but its not the norm. |
|
f9zluke
join:2004-06-24
Valley Stream, NY
| reply to drusoicy
Re: Verizon FiOS HORRIBLE customer service - privacy issue
some of their customer reps seem to have absolutely no training at all. I just got the triple bundle a few days ago and the all the horror stories with verizons customer service so far have been coming true. backup battery failed. I called them up so they can send someone to take care of this. I was told to open the box up to turn off the diagnostic beeping it was making. The rep than told me to take out the huge black battery take it to radioshack and purchase a new one. I immediatly started telling him this should be taken care of by them and not me to which i got
rep: "Ill see what I can do"
me: "thank you"
followed by him hanging up on me
Ill called back and spoke to someone else who apologized for the prior customer rep, and said she`ll send someone first thing tomorrow morning. Turns out backup batteries are warrantied for 1 year. |
|
drusoicy
join:2002-12-23
Seattle, WA
| reply to drusoicy
Re: Verizon FiOS HORRIBLE customer service - privacy issue
So, as it turns out, the day I posted this all over the Internet is the day Verizon took notice. Here is the end result:
»www.gearlive.com/news/article/q1···cy-woes/
Not too bad, eh? |
|
JonHB
join:2007-09-18
Huntington Beach, CA
| Way to stick to your guns and get some action. It's sad to say that no call backs, no escalation plan and unresolved problems are standard operating procedure for them.
It took me months of calling to get Verizon to realize that my neighborhood did indeed have FIOS buried in the street and that we should be on their maps. Simple human error left our development with dark fiber for over two years. Once I got up the chain far enough and got someone to realize that their maps were wrong, they finally allowed me to order service. There was no thank you involved for me doing the legwork to allow them to add another 250 houses to their active map.  |
|
Hangetsu
join:2007-12-22
West Chester, PA
| While I think the length of time that it went on is completely unacceptable as well... I've seen a lot worse on the "We messed up, let us try to make it up to you" step. 10 months of free service is a fair offer on their part.
Again, it would have been better if it never happened, but crap does happen from time to time, and they tried to make good on it (as you mentioned in your article). |
|
