Got a note from a new blog visitor tonight. "New" in that she just discovered the site, but not "new" in the sense that FIOS is still treating customers like total garbage. She indicated to me "I seriously wish I googled them before signing [up]." That's definitely the point of the site. We are trying to prevent as much heartache as possible, so please refer people to the site as appropriate.
Here's her message, which sounds very familiar to my story and the countless others discussed here. My commentary is in red...
Where do I even begin??!
- Our bill is more than they said it would be. Told us boxes were included in the promotion we got. A $30 difference in price. I understand the frustration, but at least you got a bill.
- Receiving bills on email & in the mail is not consistent. Now we are talking the same language. If no bill via email + an erroneous bill via paper (in a handwritten envelope) = not consistent, then I know exactly what you are talking about.
- When you pay online it doesn't update.
- Wasn't aware of the above, called & was told I paid double. I asked for a refund of the extra payment.
- Turns out I never double paid & they refunded my only payment. Um, that's your mistake NOT mine. Train your employees to properly look at bills/payments. (plan on disputing this) There are a number of blogs documenting how FIOS representatives are completely useless. At least you got someone on the darn line.
- Was told when we signed the contract that with military orders we could get out of it with out the penalty fee. This has taken 5 phone calls & orders my husband sent in lost by them. I know how frustrating it can be. I lost count of how many phone calls I made to those bozos. Not surprising they can't get something as simple as military orders figured out.
- Can't get a supervisor to talk to me. I never had luck with "supervisors" (e.g. never got promised call backs, put on hold then disconnected, etc). Later, I made contact with supposedly more senior staff members and still got zero resolution.
- Was told the penalty fee will be waved but they can't do that until it shows up on the next bill. So my head ache will continue into next month. Tell them to go suck a lemon. You will feel much better.
- What is with no customer service on weekends??!! Sounds like you never got any customer service during the week, either. I feel your pain.
I'm sure I am missing something. I know how hard it is to keep track of their mistakes. Bunch of complete bozos.
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