Kim sent a message to Lowell McAdam Chairman, President, and CEO, Verizon Communications that said:
I need help. I didn't have service for about 6 weeks in October. This was 14 month into having Verizon Fios. countless calls were made because the cable goes out or internet was disrupted. When my dad died in October and people were staying for the funeral at my home. I had to explain Verizon didn't show up for the appointment at my house the day after my father passed, yes I waited there like a dope and no one called or cancelled. I should have been with my family, but there I was at my apartment insuring my guest would have cable and internet after traveling all that way. I also didn't have cable for my appendicitis or shingles. Yes, this has been a few difficult months for which Verizon has added to my stress level. I haven't had internet since before Christmas. I can not go through the ridiculous customer service 1800 anymore who want to credit me 3.00 for not having cable for 3 days. I have been nickel and dimed as much as I can stand. I spoke with a manager who said they would fix the bill and call me back with the answers to questions I had; neither was done. I am given no choice but to stay at work later because I dont have internet in my apartment. It is the most important year of my career. I am up for tenure and I am being inconvenienced for the past few months by not having the services in the comfort of my own home. I am a teacher who deals with special needs children, I use all my patience and love throughout the day. I don't think cable is a necessity and to be honest even during the summer if there wasn't service I waited a few days to call because I read a book or went for a walk. It's just not that big a deal. I come home and most of November and Decemeber I spent trying to fix this FIos bill and get my internet to start working again. I am not paying the bill because these services were not rendered, I have called corporate offices for both Wireless (because my data bill has been over every month because I have no wireless in my apartment. So that's $30 each month. Wireless was nice enough to take off one month. I don't have the energy to call anymore) and FiOS( (Oscar, Mike, Maria I have the call log because 1 hour average on the phone times 15 nights) to no avail. Apparently when people switch positions in corporations they don't call back and tell you they can't help you anymore. I have been stressed out in my personal life and my job, this is cable I shouldn't be wasting hours of my life or getting this upset trying to just end my service. All I want is a 0 balance and a box sent to 1 Beach 105 Apartment 9N Rockaway NY 11694 so I can send this equipment back and to be done with this awful customer service experience. I have given hours to try to talk to someone and transferred as a cold call, not called back, lost connection after an hour which when you have Verizon for everything wireless and cable, its kind of funny. I'm upset, not even angry, and I don't want to deal with this anymore. I've tried to be calm and patient but this is too long and too much time to not have these services. I will not pay a bill that I haven't been helped with. I used to joke that Verizon Wireless was the longest relationship I've been in well I have to say on both parts Verizon Wireless and Communications it's over after this contract it up. I hope you enjoy your day and please get these customer service agents trained in taking ownership of a problem and having them be empowered to take a few dollars off of a clients' bill because if I had to explain to more than 20 people in your company and that's lowballing it, this could have been an easy fix for me and I would have been fine. Hopefully you will be able to help and I will be able to get a wireless company that works and I can come home at a decent hour from work and not stress over cable. Thank you for your time. Sincerely, Kim
