June 24, 2016 | Posted in:Uncategorized

Chat Subject: Order and Change Service
Your Question: Change service

Thank you for your patience. A Verizon chat expert will be with you shortly.

Agent Verizon has joined. (11:02:39)
Verizon: Chat ID for this session is 0123456789. (11:02:39)

ME (11:02:49): Hello
Verizon (11:02:59): Thank you for chatting with Verizon. May I have your first and last name?

ME (11:03:06): ME
Verizon (11:03:41): Thank you!
ME (11:03:51): You are welcome.

Verizon (11:04:11): I will be more than happy to assist you with changing your services.
Verizon (11:04:30): For security and protection of your account records, please provide one of the following pieces of information:
* 4 – Digit Account Pin #
* Your Account Number
* Alternate or Mobile contact phone number on file
* Customer Code

ME (11:04:30): I called Verizon last night and was told that I would have a follow up phone call from the person that helped me back on June 15.
ME (11:05:12): However I did not get the confirmation email that he said he would send.
ME (11:05:51): I am just trying to verify that was done and that I will be getting the follow up phone call that was promised.

Verizon (11:06:51): I will be happy to assist you. However, I will need some information to be able to locate your account.
Verizon (11:08:52): I haven’t heard from you for a few moments. Would you like to continue chatting?

ME (11:08:53): Account number: 123-456-789-0000-11
ME (11:09:17): Phone number: 555-555-1212
ME (11:09:31): Alternate phone number: 555-555-2121
Verizon (11:09:41): Thank you!

ME (11:10:24): What else do you need?
Verizon (11:11:34): You have secured the account information.

Verizon (11:11:50): Please allow me a few more moments to review the notes on your account.
Verizon (11:17:12): To confirm, were you trying to change the services to Internet only?
ME (11:17:49): No, that was already done.

ME (11:18:11): I was speaking with a specialist that I wanted to get back in touch with.
ME (11:18:40): I chose Internet only and wanted to do another package that she had mentioned
ME (11:18:51): the agent i spoke with was not able to help me

Verizon (11:18:56): I apologize, I am showing the follow up was closed since the order was completed.
ME (11:19:15): that is not was i was told last night

Verizon (11:19:26): I will be more than happy to assist you with any other changes you may be interested in.
ME (11:19:35): and since i did not receive the email you just confirmed what i had feared
ME (11:19:51): currently i have internet only

Verizon (11:19:56): I am showing the follow up was closed today.
ME (11:20:08): by whom?
Verizon (11:21:53): I do not have this information. The notes show the follow up was closed due the change to Internet only.
Verizon (11:22:33): May I ask what services were you interested in at this time?

ME (11:22:40): okay – well the request that I had made last night was to get the person that helped me with my sevices on June 15th
ME (11:23:10): Internet with basic tv – no box needed for the tv
ME (11:23:41): which was quoted to me to be $75 total with everything included
ME (11:24:42): and the agent i spoke with last night was not able to do tv without a box and was not able to get the same deal as the specialist i spoke with on June 15

Verizon (11:25:32): I apologize, our promotions and discounts change often.
ME (11:25:34): can you just find me the contact information for the specialist that i spoke with on June 15?

Verizon (11:25:54): I will be more than happy to review the available promotions we have to offer at this time.
ME (11:26:55): go on?

Verizon (11:27:46): I apologize, there is not a way to have you contact the person you spoke to previously. However, I am reviewing what I can do for you at this time.

ME (11:28:32): the agent i spoke with last night said he would get the specialist that I spoke with on June 15 to follow up with me
ME (11:28:53): can you do the same?

Verizon (11:31:23): I am showing that the follow up was created. However the agent closed the FOllow up.
ME (11:31:51): understood. so can you re-create the follow up?

Verizon (11:31:56): I definitely understand your concerns.
Verizon (11:33:06): However, I am unable to create a new follow up for this issue. I can however do all that I can to review the available promotions we currently have.
ME (11:33:25): go for it

Verizon (11:33:31): Please allow me a few more moments to review the available discounts with adding TV to your account.
Verizon (11:38:11): Thank you for your patience.

ME (11:43:15): I haven’t heard from you for a few moments. Would you like to continue chatting?

Verizon (11:44:45): I am showing a great bundle for our Custom TV and Internet speed of 100/100Mbps with a 2 year term agreement.
Verizon (11:44:55): I am still reviewing the pricing information.
Verizon (11:46:36): However, you will have to rent our TV equipment.
ME (11:46:53): price?

Verizon (11:47:03): I am showing the estimated monthly total would be $99.20.
Verizon (11:47:24): My I confirm we have the correct email address on file?

ME (11:47:26): just to give you some background. i’m looking to save money
ME (11:47:37): i was paying $65
ME (11:48:03): it jumped to $85 after a year because the HBO promotion went off at that time
ME (11:48:19): i don’t use HBO
ME (11:48:29): just the internet
ME (11:48:47): my call on the 15th was to reduce the amount i was paying
ME (11:49:16): i am looking to get my own modem/router so i don’t pay an additional $10 a month
ME (11:49:38): definitely don’t want to rent additional equipment from verizon
ME (11:50:04): the specialist i spoke with on June 15th was actually helpful
ME (11:50:13): which is why i requested a follow up

Verizon (11:50:38): I am showing your estimated monthly charges with internet only will be around $70.58 with the order that was placed previously.
ME (11:50:46): i am still very confused and frustrated as to why that follow up was not done and cancelled/closed.

Verizon (11:51:26): I am not showing an HBO subscription on your account any longer.
ME (11:52:02): that was the original package i had which was the cheapest deal that i could get in order to get internet

Verizon (11:52:37): Your estimated bill amount for 7/9 will be $60.07.
Verizon (11:54:07): With a Tv bundle you will receive over $45 in promotional discounts.
ME (11:54:26): and we’re done

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