Worst Service Ever

On Thursday 5/21 I was able to call to help my disabled uncle who is unable to leave the house set up new internet and cable through a phone representative for his new handicapped accessible apartment.  On the call we added myself and his brother to the account in order to continue paying the bill and get the new modem from the store.  His brother and I went to the store with the new modem, tried to exchange it, and found out we had not been added to the account. We went to call again to try to update this change since there would not be a manager in the store until Tuesday.  When on the call I asked my elderly handicapped uncle to “say you are William” and the phone customer service jerk Miguel said I was misrepresenting myself.  No one could confirm if a new modem is coming out to their home either in person or online.  We have explained countless times that the phone number that he set up the account with is no longer active, and even confirmed with the card number that we have been paying the bill with through auto pay since I made the change for him in February while he was in a nursing rehab center.  I went into the store and returned the old modem and got a questionable 

receipt that does not even say that any item was returned so I am eagerly awaiting when that bill will come.  In the meantime, we now wait to find out if a new modem is being delivered….to their old apartment, new apartment, or mailing address on the account. The ability to make changes and have our names added was not done correctly in the first phone call as it was said that it was by your customer service and now I’m being accused things because I am trying to help my family.  Through this I have researched that Verizon will be a better fit for my own family and once the modem issue is fixed for my uncle and his brother I will also  be likely to cancel their service as there us no apparent way to help them from your end.  Would love to know why the first day the account wasn’t updated as it was requested to make it so that the caregivers (myself and his brother) were forced to be accused by your agents and unable to help.  Seems crazy that we could make major changes to his account, you take his $300 each month when I pay the bill that I set up through auto pay but when trying to exchange the modem with the barcode that matches, suddenly you cannot talk to the ones that had been added to the account. You potentially have lost two households…although it is obvious that your representatives and your company do not care.