Complaint / review text:
I placed an order for Verizon Fios triple play services on 1/5/12 and received an installation date of 1/7/12. The next day, I received a phone call from Michaela who informed me that the 1/7/12 installation date couldn't be met, but that she would escalate the request anyways. Later, I received a voicemail that the date couldn't be met and to call back. When I called back, my order no longer existed in the system since I hadn't answered the phone and the representative had to leave a voicemail. If I wanted a new order I would have to start over again and give all my information (social security number, birth date... Etc) since that information was automatically deleted from their system when the old order was stopped. At this point I decided not to place another order and instead asked for a supervisor. I was told a supervisor would call me within 2 hours. No one has yet called.
The next morning I received a phone call from Verizon that I had a new order placed in my name and they'd like to schedule an installation date if I would just call them back. I called the number and the voicemail said the office was closed... Yet that office had just called me the same day. I then called another Verizon office and explained that this new order was not mine and I didn't authorize it nor did I want it, at which point I was put on hold and after a while another representative answered and asked me what I needed. I explained the same issue to him and was told I couldn't be assisted, but had to be transferred. After transferring, I explained a third time the problem and that I didn't want the order, nor did I authorize it, and was told I'd have to be transferred again since they weren't being allowed to cancel it. After the last transfer, I was told the order was in fact cancelled, but they could give no reason as to why the order existed, except that the order had in fact been placed by a Verizon representative at the office that was supposedly closed, just this morning 1/7/12.
I would like a member of verizon management to call and explain in detail what happened regarding my order and what actions they will put in on their side to prevent such failures in their system to occur. I would like them to put in formal writing an apology for their lack of service and waste of many hours of my time trying to deal with them.