I had a problem with Verizon FIOS that went on for more than half a year, where they'd charge me for a service I wasn't signed up for, then I'd call in to complain and demand a refund, then they'd refund me and apologize profusely and swear up and down that they had fixed the problem for sure and that it would definitely not happen again, then it would of course happen again the next month, rinse&repeat.
Finally I filed an FCC consumer complaint which then forces a written response from the company within 30 days. I got a call a few days later from someone at Verizon's "Executive Relations" who fixed it immediately. It was such a frustrating dance, but the real trick is that when this happens don't mess around with a hostile company. Just go directly to the regulator agency they're required to answer to.
Finally I filed an FCC consumer complaint which then forces a written response from the company within 30 days. I got a call a few days later from someone at Verizon's "Executive Relations" who fixed it immediately. It was such a frustrating dance, but the real trick is that when this happens don't mess around with a hostile company. Just go directly to the regulator agency they're required to answer to.