HELP - Verizon FIOS customer service

Factual Questions
1

All:

Let me say first that I truly love the Verizon Fios service. The web is always up, the TV is always up and all is damned good.

And then…Verizon screws up. In my experience, while the service is good, dealing with their customer service is an entirely new circle of hell.

We moved from a house with a regular cable box and a DVR to a house where we wanted a regular box and TWO DVRs. Good, right?

Nope. For the past four months, Verizon is billing me for an unreturned DVR. I have called, I have written. The CSRs all recognize that the error is on Verizon’s part, but month in month out, the bill shows past due un-returned equipment.

FOR THE LOVE OF GOD, DOES ANYONE KNOW HOW TO GET VERIZON TO FIX THIS?

I hate, hate, hate showing as delinquent.

2

Go up a level or two. As soon as you get a run-of-the-mill CSR on the phone, immediately request to speak with a manager. Then possibly ask to speak with his (or her) manager.

3

Contact your Public Utility Commission (or whatever it is called in your state). Tell them your story, show them receipts, letters, phone calls etc.