3/27: A Phone Call From Verizon

Oddly enough, I got a phone call from Verizon a few minutes ago - from a call center supervisor. Apparently, this call was totally unrelated to the current folks who are trying to resolve my issue. It was in response to the email reply I sent when they started quoting me the December bill, after all the other confusing emails I have written about ad nauseum. The old "I feel like I am talking to a block of wood" comment, I suppose.

She called me on my cell phone, so obviously there is record of at least some of my requests for returned calls back in January/February. My cell phone was one of the two numbers I routinely provided when looking for a return phone call.

She hadn't had a chance to peruse my blog, and asked how she could be of assistance. I told her that other folks within the organization were dealing with my issue, but at this point, the more the merrier. Perhaps they are making up for lost time. Killing me with kindness. So I gave her the quick 10 minute version of my ordeal while she tried to keep pace taking notes on my issue. She apologized for the inconvenience and hoped that they could resolve my issue to the point that I would reconsider Verizon at some point. I told her that wasn't in the cards, but it would still be nice to part ways cordially - an amicable divorce.

On the issue of my final bill, she indicated that she was planning to credit me the remaining balance but still send me a copy of a final bill for my records. I maintained my position that I want to pay my final bill come hell or high water. That's been my intent all along, and I have bent over backwards to do so (after I bent over backwards trying to ADD service, of course). I do not want a credit for the amount on my final bill. Twenty-three bucks and change is not point.

With the understanding that I still wanted to pay my final bill, she asked what would satisfy my concerns. I asked again for an email or letter from someone explaining how this whole situation happened, and giving some indication that this is not how Verizon wants to treat its customers. I may never quite understand how we got to this point. It certainly wasn't my intent. But given the level of support this blog has received, I think I, and the folks still following along, deserve some type of resolution. She agreed, and said that she would pass that along.

As we wrapped up, I reiterated that other folks within Verizon are working on my issue (per the comment on the blog yesterday - I am happy to hear that we are nearing the end of this saga), and that I didn't want her spinning her wheels since it is already being taken care of. She certainly doesn't need my advice, but I suggested that she might want to focus on other escalations that might not be getting the level of attention that mine now is. She gave me her phone number in case I needed any other assistance, and we bid each other a good night.