Routes to help with Verizon other than BBB
May 13, 2017 8:08 PM Subscribe
Hey there, I am being wrongly charged by Verizon for a month of internet when I was told it's a day by day billing plan. Thanks to NYC's one-party recording policy, I have recordings of their customer service people saying that when I signed up. I've filed 4 BBB complaints that have gone nowhere. What else can I do?
Have you followed Verizon's internal escalation process already? It's always best to do this first before escalating outside, especially for a simple billing issue.
I worked as a Customer Service Representative at an ISP last year. If customers were disputing their bill, I had a small amount of credit which I could give with approval of my manager. Seniors and Managers could approve higher amounts of credits, so some calls would end up escalated to them. If you do wish to escalate, be firm but polite. Sometimes people try to avoid escalations, but you have the right to escalate the call if you would like.
All of our calls were recorded and if it was a situation where listening to our call recording was required, I could put in a call recording request to get the call listened to, then we'd try to find a fair outcome from that.
posted by kinddieserzeit at 9:12 PM on May 13, 2017 [2 favorites]
I worked as a Customer Service Representative at an ISP last year. If customers were disputing their bill, I had a small amount of credit which I could give with approval of my manager. Seniors and Managers could approve higher amounts of credits, so some calls would end up escalated to them. If you do wish to escalate, be firm but polite. Sometimes people try to avoid escalations, but you have the right to escalate the call if you would like.
All of our calls were recorded and if it was a situation where listening to our call recording was required, I could put in a call recording request to get the call listened to, then we'd try to find a fair outcome from that.
posted by kinddieserzeit at 9:12 PM on May 13, 2017 [2 favorites]
The BBB is not a government entity and has no legal authority to do anything. It is a subscription service that is paid for by the company to be a part of, in order to bolster their reputation. Basically, it is the precursor of Yelp.
As commented above, contact your AG office.
posted by vignettist at 9:16 PM on May 13, 2017 [3 favorites]
As commented above, contact your AG office.
posted by vignettist at 9:16 PM on May 13, 2017 [3 favorites]
Yeah for future reference the BBB Is a scam, has no power, and does not in any way cause businesses to tremble. It shouldn't even exist.
Escalate with Verizon. Make sure to mention you'll be posting about this experience on social media.
posted by spitbull at 6:15 AM on May 14, 2017 [1 favorite]
Escalate with Verizon. Make sure to mention you'll be posting about this experience on social media.
posted by spitbull at 6:15 AM on May 14, 2017 [1 favorite]
Yep, Attorney General's office.
posted by MexicanYenta at 10:47 PM on May 14, 2017 [1 favorite]
posted by MexicanYenta at 10:47 PM on May 14, 2017 [1 favorite]
This thread is closed to new comments.
The BBB is little better than a scam.
posted by praemunire at 8:23 PM on May 13, 2017 [5 favorites]