WV PUBLIC SERVICE COMMISSION LAUNCHES VERIZON INVESTIGATION - Service Complaints Escalating

(07/12/2008)

The state Public Service Commission has opened a general investigation into the quality of telephone service provided by Verizon in West Virginia. The current investigation is prompted by a large number of customer complaints, alleging persistent quality and customer service issues. This is not the first time Verizon has come under fire for alleged poor service. In 2006, the PSC dismissed an investigation against Verizon after the company agreed to take action steps to improve service. The PSC, in launching an investigation, is alleging Verizon didn't meet those obligations. Verizon West Virginia President B. Keith Fulton said "We take service problems seriously." He said in a prepared statement, "We will continue to work closely with the Consumer Advocate Division and commission staff to ensure that our customers get the best service possible." In the 2006 PSC dismissal, they warned that "a general investigation may be later instituted, should Verizon's service quality levels deteriorate." In 2006, the Consumer Advocate Division received 1,596 complaints concerning Verizon. In 2007, that number rose to 1,970. The complaints appear to be further escalating in 2008.

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