I signed up for Verizon Fios online 9/19/10. I ordered the triple play bundle, Internet, Digital Voice, and HD Prime TV for $89.99 w/ 24 months of price protection (no contract). When I signed up, it gave me the option of having a "Vanity Phone Number" for a one time fee of $4.99. I found a cool number in my new area with consecutive digits, lets say 856-555-1234. It said the number was available and now reserved for my order. I also choose to make this number not listed, not published for an extra $3.50 per month. I got an order confirmation stating all of this and printed it out.
Install rolled around on 9/28/10. First thing I noticed, they gave me the wrong phone number. I immediately informed the tech of the problem. He called the business office, and then retention right there from my home. Neither party could do anything about this and suggested I call back 24 hours after the install, as the number would be available then. Hmmm...
Meanwhile the tech is finishing up and just so happens to be on personal call (how professional huh?). He is not paying attention and knocks my carved stone turtle that I bought in St. Martin off my speaker. It falls the ground and breaks. He says to someone on the phone, "see what you made me do I just broke the customer's stuff". I get apologies up and down but he continues to do a sloppy job before finally leaving.
As instructed, the next day I call in about the vanity number and my now damaged property. I get a very nice gentleman on the line who assures me that everything will be taken care of. He promised to personally follow up on this and make sure I get the number I was promised, and compensation for the damaged property. No one calls me back.
The next evening I call back again. They tell me my damage claim has been closed out and they have to put in a new one. I am then transferred to Fiber Solutions. I get an apathetic woman on the line who said that looking up my order number up is going to be really hard for her, among other things. I told her "well, I wouldn't want to inconvenience you" and hung up.
I immediately call back and follow the prompts to disconnect services. I get Mr. ** on the line. He starts making excuses that phone numbers aren't guaranteed, but he would have to call me back tomorrow. I tell him if I don't get what I was promised they need to remedy this. He is seriously taken aback and says "you mean you want a discount?" I told him I have the print out stating what I was supposed to get, and if they can't do that they need to make it right.
Meanwhile I start to notice an upswing of telemarketing calls for security services, newspapers, you name it. Clearly I wasn't given a non listed, non published number. On top of everything they sold me out too! Mr. ** calls me back. He says there is no way they can get my phone number. He offers me a $10 discount. I told him about my new problem, and he confirms that my number is indeed PUBLISHED!!!
I explained to him that I didn't get anything that I signed up for and what he's offering is a slap in the face at this point. He claims he cannot view my original confirmation so I faxed that right over to him. I told him to show that to a supervisor and have someone call me by 10/5. He says they will call me Monday. One BBB complaint later and waiting for more call backs.
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We are routing you to a chat representative. Thank you for contacting Verizon. Your average wait time is 1 seconds.
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Daylon: Hello. Thank you for visiting our Verizon chat service. How can I help you set up your new service and save with a Verizon bundle?
Nice: Hi I am new to verrizon and interested in FiOS. Is it month to month plan costs $54.99
Nice: Hope no hidden plan
Daylon: I will be happy to help you with that.
Daylon: That's right if you order Internet services alone.
Nice: Your we site says monthly charge 54.99
Daylon: That's right.
Daylon: FiOS 15/5 MBPS costs you $54.99 per month.
Nice: If it is no hidden yearly plan or anything like that
Nice: I can sign up now
Nice: For month-to-month plan $55 is OK
Nice: Since month-to month, I can cancel at any time right?
Daylon: There are no hidden fees + taxes.
Daylon: That's right.
Nice: Some phone companies will do a hidden charge without telling it as a yearly plan
Daylon: You will get the options to select the equipments and the packages as you move ahead on the website after selecting your preferred bundle. Also you will have the opportunity to see all costs associated with your selection on the "Review Order" page before finalizing your order.
Daylon: We do not have any hidden fees except taxes.
Nice: and charges termination fee if it cancelled before one year or 6 months. and those company will not say that you are signing for year lease
Nice: What is the tax for 54.99
Nice: give me correct figure of 54.99 on a month-to-month rate and no contract
Daylon: As the taxes are determined by the government authorities, we do not have information on that; however, taxes will be similar to what you pay for your current communication needs.
Nice: Now I pay 0 taxes from Time Warner just $35 flat rate
Nice: so you r also 0 tax
Nice: I need only internet
Nice: no other service
Daylon: There will be taxes for FiOS Internet and it will be around $15.
Nice: I see
Nice: so 55+15= approx.$70 per month and no contract???
Daylon: That's right if you are ordering Internet services alone now.
Nice: I donot want anything else from you
Nice: just the internet and I am a new customer
Nice: So $70 per month for FiOS and no contract is correct
Daylon: You can get Internet services alone for now.
Nice: I donot have any of your phones and I dop not need them
Nice: meant phone line.
Daylon: There is 1 year contract now for ordering FiOS Internet online now.
Nice: So for you have been telling month-to-month contract and it is not clearly mentioned in your web site.
Nice: Now R you saying there is a one year contract
Nice: Please give right answers.
Daylon: Yes, all our offers, prices, promotions have changed for now for new year.
Nice: I request you to save this conversation and will send it to your company Head quaters for customer service improvement
Daylon: I have confirmed with my supervisor and there is 1 year contract with FiOS service.
Nice: Initially I have been asking several times about is it month-to-month or NOT
Daylon: This is sales department as we are specialized in setting up new accounts for new customers and help them while they navigate through the online order process.
Daylon: First there was no contract but now it is there for `1 year.
Daylon: I apologize for the inconvenience that I said there is no contract but there is 1 year contract.
Nice: Neither you or your company web site is not clear on this. I can see how hidden fees you will be charging. Thank GOD! I did not start the service with you.
Daylon: There are no hidden fees as Verizon believes in transparent business.
Nice: By the way, Time Warner charges me just $35 flat rate and no hidden contract charges like you do and $0 tax on it.
Nice: If you know math. Please do the math, where the customers will go.
Daylon: Verizon FiOS is the latest in fiber-optic technology. It delivers laser-generated pulses of light, riding on hair thin strands of glass fiber, all the way to your front door. When FiOS meets your computer, you can get broadband Internet at blazing-fast speed.
Nice: You never told me right answer for my question. I did not ask anything about FiOS. I know better than you.
Nice: I just asked if there is any hidden fees.
Daylon: I know math. FiOS is the best service that offers great promotions, it is more reliable to use and has broken all its competitors in the market. All customers like to go for cheaper service but think about the technology as well.
Daylon: There are no hidden fees.
Nice: After wasting my time and your company chating time, now somehow you accept there is a hidden fee.
Daylon: Taxes will only imply additionally.
Daylon: The benefits you receive with Verizon FiOS High Speed Internet Service is one of the fastest download and upload speeds available on the market today.
Nice: I will stay with Time Warner I will post this chating on the internent and will send it to your corporate headquarters.
Nice: Thank you and bye.
Nice: I will send you the link as soon as I post now.
Daylon: At this point of time, the offers, prices, promotions have changed so we did not have much information that's the reason by mistake I told there was no contract.
Nice: Whatever you say go ahead and type. Its going to be published.
Daylon: Not a problem.
Daylon: Do you have any more questions for me today?
Daylon: I have not heard from you for a few moments. Would you like to continue this chat session?
Nice: One sec
Daylon: What questions you may have before you select the services ?
Daylon: I have not heard from you for a few moments. Would you like to continue this chat session?
Nice: One Sec. Please
NATIONAL PARK, NEW JERSEY -- It started about 18 months ago. While visiting my wife's relatives, I was introduced to FIOS. I had read about it online; I had seen a few ads; but this was my first live experience, and I was excited. I should start out by letting you know, I am a computer geek. I know about upload speeds, and data throughput, and currently have more computers running in my home than I have televisions (at a ratio of 3 to 1).
So the idea that I could literally quadruple my speed on the internet had me excited. I was not disappointed. I got a couple of programs running that would tax the download speeds. It was quick. I went to a couple of speed tests sites. The numbers were huge. My uncle-in-law knew what was what and was happy with the service as a whole. He didn't have the television or phone service because it did not exist yet, and he mentioned offhand that the installation had been problematic, but we didn't get into it. I was too busy playing.
So after my evening of play, I called Verizon. Sadly, FIOS was not available in my area. I could not be provided with a date of arrival, but I could put my name on a list, and I did so. And I waited. Then, one day at lunch, one of the people I work with mentioned she was getting the new Verizon TV service. I knew she lived near me, and I got excited.
That night, I started going through my junk mail, which I collected and usually just recycled, and found it. I had received, some time in the past few weeks, an invitation to sign up for FIOS. I called the number and after a rundown of the packages, and a discussion with my wife, I gave them the OK. Come give me the speed.
I should also let you know that I have had cable for years, and have never had any problems. I have not had outages longer than a few minutes since the 80's. I have found their customer service to be acceptable, and in a few cases, downright… good. My best friend currently works as an installer and technician for my provider, and really likes his job. I have no complaints about my cable. Last year, I even went to the big package. Television (with the DVR), phone and internet. No problems, no issues. I like my cable. FIOS just has the speed, and I want the speed.
We arranged for the installation to be on a Wednesday. I work on Wednesday's, as does my wife, and the installation window was smack in the middle of both of our workdays. I requested and received the day off, and waited for the day to come. Coincidentally, I had the day before the install off and at around 11am the phone rang. Caller ID identified it as Verizon and I expected a courtesy confirmation call about the install. This was not the case.
The rep gave me the news that my installation would not be occurring the next day because of some problems with my order. I inquired what the problems were and he told me that they had been unable to verify my credit and were having some trouble getting my phone number from my current provider. I asked what we could do to rectify the problems and get the install rescheduled.
This request sparked a 4 hour long ordeal of navigating Verizon's labyrinthine customer support lines. I started by telling the rep who had called that I would relinquish my old phone number and just take a new one. I would repeat this to every rep I spoke to at Verizon. He told me he had to transfer me to someone that did not work for Verizon to verify my credit, and then I would have to call back to get the install rescheduled. I asked for a number to call and he told me I would have to call the “e-center” as they were the ones who could handle my problem.
I was transferred to the non-Verizon credit people and after about 20 minutes was informed that my credit was approved and I would not have to put down a deposit. I asked why I had not gone through this process when I call and the credit guy indicated that he did not work for Verizon and could not answer my questions.
I finished with him and called the “e-center” number. It was busy. I dialed again, figuring I must have dialed wrong. This was an international company and they couldn't have a busy support line. I was all ready to press 1 or say yes and… busy. This went on for about 20 minutes. I tried waiting a couple minutes. I tried redialing furiously and… busy.
Finally, I called the original number I called for the install and started the long order of trying to get the install set back up. After starting each conversation with an explanation of my situation, starting with the line, “I understand that this is not your fault but…” This was more to keep me from yelling at some poor guy sitting in a cube in a far away place that didn't want to do me harm than excusing their company's treatment of me.
On 4 different occasions I was put on hold so that they could “look into the matter” only to be picked up by a different rep and greeted with “Thanks for calling Verizon, how can I help you.” Unable to determine who had been helping me, I had to start the process over again. Finally, after explaining over an over, and finally finding what sounded to me like someone who cared, I got the news I had been looking for. She had been able to resolve my issues, and the install was a go ahead for the next day. I thanked her repeatedly and the call ended.
The next day, I got up early. On a normal day of not going to work, I can sleep in till noon without thinking about it. My window was 8am to 12pm, and I could easily miss the whole thing. I started doing things to get ready. I cleaned up the basement, where they would be installing some of the equipment. I copied down all the series in my DVR so that I could reprogram the new one. And I waited. Noon came and went and no one showed. I called Verizon to try to determine what the deal was.
I discovered, after only 7 transfers, that my order was still in order limbo because they were not able to get my phone number from my current provider. I calmly informed the rep that I had told no less that 10 people the day before that I would relinquish that number and just wanted the install. She told me, in a moment of shocking honesty, that I was not going to happen today. I asked to speak with a supervisor and was told that one would call me back. I accepted that, as I had no other choice.
Thirty minutes later I got the phone call. The supervisor, who told me that he was technical support and not sales or install, told me that he would be able to get an override for me to get the install set up for 2 weeks from my original date. I demanded, and received an install date on a Saturday, so that I would not have to take another day off. The next day I found an e-mail in my inbox confirming the date we had agreed upon. So I waited. I still wanted the speed.
The day before the scheduled install, I called. I wanted to make sure everything was a go. I spoke with one rep and he confirmed for me that they would be there the next day. I was excited. I even got a voicemail confirming the install a few hours later. They didn't show. I have yet to mention that the window I was given for my special, emergency Saturday install was 8 am until 5pm. They didn't show.
Around 3:30pm I got concerned. I called and was informed that there was an issue with my request, and Verizon was not able to get my phone number from my current provider. Having had enough, I cancelled the order. The rep said he could not cancel the order, but would note that in my record. I still want the speed, but it is not going to happen. If this ordeal is at all representative of the customer support I can expect, it's not worth it. I was trying to give them money. I was trying to establish a relationship that I could see going on for years. I was abandoning a company that had treated me well since my youth for what they had to offer. It's not worth it.
I called back a couple days later to confirm the cancellation, and while doing so I was offered some additional incentives to try the service. For a moment I wavered, and agreed, if they could schedule the installation for a day that was convenient for me. I was put on hold, and when the representative came back, she stated that it would take a few days because they were having trouble getting my phone number from my current provider. I calmly explained that I had informed no less that 15 representatives at Verizon that I would relinquish that number, and that I would not be interested in the service after all. Thanks anyway Verizon, and you can keep your free TV.
VALRICO, FLORIDA -- Words cannot even begin to describe how appallingly bad Verizon Customer Support is. I suppose I should give a background story first. Back in Nov. we ordered Fios TV and Internet (no need for phone) from Verizon's door-to-door salesperson. The rate he quoted was $69.99/month which was close to what we were paying Brighthouse for internet only so I said why not. Installation went smoothly and the service was great.
About a month later however, we received our first bill. Anyone who has never seen one could never fully comprehend how much of a mess these things are. Even Fios customer service reps seem baffled when I tell them I have three different account numbers. On top of that you have a mind-boggling array of discounts, fees, installation fees, partial month fees and of course the ever present taxes & fees.
This bill led to my first call to "customer service" as the amounts were off by $10. This particular call took a little over 3 hours most of which was spent on hold as the very polite computer voice lady I have to talk to (whatever happened to just pushing 1 or 2?) sent me first to Verizon DSL service, then to an IT tech support line (???) and finally to a never ending hold which I finally gave up on. The next day I tried again and finally reached someone who credited my account the $10 and said all future bills would reflect the correct rate.
As the 30-day deadline for cancellation came and went I continued to enjoy the service, then came the next bill which was off by $5. Enter round two of the customer service nightmare. This round only lasted about 45 minutes before I encountered the first person who was actually somewhat helpful. She said there was no way to correct the $5 discrepancy so she went ahead and credited me the total amount the $5 would add up to each month for the rest of the contract ($60). That was fine and I figured great, I won't have to worry about that anymore.
I also upgraded to an HD DVR at this time which has now led to round three, AKA trying to get them to stop billing me for the old SD DVR which was returned to them. I think by now I should be on a first name basis with the computer voice lady. She probably thinks I'm a jerk though because I keep screaming "AGENT" in her ear when I get frustrated ("Agent" is the computer voice lady equivalent of pressing "0"). The calls do seem to be getting shorter though. This one only took about 30 minutes however I don't think I got anything resolved. The agent I spoke to said quote: "we have a little box thing I put the claim into and someone else handles it".
I have a feeling I'll be back for round 4 next month as she couldn't tell me how or if I would be getting a credit for the $12.99 DVR fee. It took two calls before I found out it was a one year contract I agreed to instead of two (this was a happy moment). Rest assured at the end of that one year I'll be back to either no cable or Brighthouse. The Fios service itself is OK but the customer service is abysmal.
I have had an ongoing battle with Verizon for the last month on my account. I recently moved and I was unable to transfer my TV and Internet to my new location, because it was out of Verizon's service range. They told me they would charge me a $170 early termination fee for this unless I signed up for some sort of Verizon service at the new address. I said "Fine, I'll sign up for phone." I placed an order to cancel TV and Internet and set up phone for my account online.
The online prompts indicated that a Verizon tech would be calling me with more details. I waited several days and received no phone call. I called Verizon several times within the next week and each time was told "I can't see any details on your account except that there is trouble with setting up the phone service." Each person I talked to stated to me, "My computer says try again later, so maybe you should call us back."
I moved. So naturally I turned in my TV and Internet equipment to the Verizon store, because I did not want to continue to pay for the equipment if I couldn't even use the service at my new address. From that moment forward, each time I called Verizon, nobody I talked to could locate my account. It was as if I was completely purged from their system.
However, they could guarantee I would receive a final bill (Of course they can still ask for their money even though they can't tell me anything about my account). Not to mention my Verizon email was cancelled automatically with no warning and no chance to direct important messages to a new email address. Verizon told me that they could not reinstate my Verizon email, regardless of whether I signed up for phone or not.
I finally complained on Verizon's Facebook Page and received a response literally within 1 minute. I can't believe it took posting on social media for them to care about my concerns. They had a tech call me the next day and set up phone service.
I just received my final bill from the old account and it's no wonder that I was charged the $170 termination fee. I called Verizon and spoke to a department that told me their automated answering service had sent me to the wrong line. She asked which state I was in and put me on hold to transfer me. 10 minutes later a woman answered, asked which state I was in, and informed me that I had been transferred to the wrong department.
She placed me on hold. 5 minutes later a man spoke to me and I felt as if we were getting somewhere when he agreed that I should not have been charged $170. He told me he would place a "hold" on the fee and that I would need to speak to the billing department to finalize this credit. He transferred me. 5 minutes later I spoke to another man and had to yet again explain my situation.
After going through the details with him he informed me that he was not the right department and I would need to speak to someone else in order to resolve the issue. He placed me on a hold and a minute later told me that his "call manager" was not working and I would need to hang up, dial again, and choose option 4 and option 2.
I hung up, called again, and the "wonderful" automated answering service would not allow me to choose option 4 and option 2. When I finally got the answering service to transfer to a real person to help me, I reached a message that stated "The offices are now closed. Please call back during normal business hours." Unbelievable. I will never do service with Verizon again. And I will never refer their services to anyone.
MONTGOMERY VILLAGE, MARYLAND -- Verizon installed FiOS in my house two days after I moved in. The technician tried to drilled a hole from outside into the basement. In the first attempt, he drilled into my newly refinished hardwood floor in the kitchen leaving a long and deep drill mark. His second attempt cut through a wire to the master bedroom and master bath. The technician gave me his supervisor's phone number and said Verizon has money and they would fix it.
While checking his work in the end, I asked him to caulk the two holes on the outside wall. He's willing to caulk the first one. But when I mentioned the second one, he said, "Woman!" What is that?! Isn't it common sense to fill holes on the wall so that water will not come into the house? VZ needs to train their technicians better.
I called the manager and he came to take photo right away and promised to send a handyman to fix the problems. Four days later, a contracting handyman came and he couldn't fix the electrical problem. After applying the stain on the hardwood floor, he realized that the damage is too deep to cover it up. He said the only way to fix it is to resand and refinish the floor. I wasn't happy about it, so called the customer service and was transferred to different departments. Tried contact them online, but was instructed to call the same 800 number. Tired of trying and filed a complaint on BBB website and asked for reimbursement.
A couple days later, a lady with Private Caller caller ID from some customer relationship called and said someone would contact me by the end of the week. No one else from VZ called that week. The following week, BBB forwarded a message from VZ saying that the customer is satisfied with their response. What a joke! I immediately denied it. The same routine went on several times and I learned that I just need to play with them. They tried their best to frustrate me so that I'd give up. But I wouldn't. About two months later, they finally gave me another 800 number to their reimbursement department.
It turned out it's a contracting company handling all kinds of reimbursement. After setting up my case, the representative told me that she would need to review my case and contact me later. A month later, she sent me a letter stating that she hadn't heard from me for a long time and wondered whether I want to close the case. Another same old crap. I contacted her immediately and called her every other day.
Two weeks later, I got my check. The whole thing took place for 3 1/2 months. I read many complaints here and I know how frustrating it could be to deal with VZ. However, please hang in there and play the game with them. I did what I had to do and tried not to get angry. Now I think it's really a joke.
HUNTINGTON BEACH, CALIFORNIA -- Moved to CA and needed TV, Internet and home phone service. I responded to an ad by Verizon. Learned that Fios TV didn't serve my area and was told that for TV they were lining up people in my area with DirecTV along with Verizon's phone and Internet. I bit the deal, was given a phone number they said would be mine, was given the day and time that both Verizon and DirecTV would show up to connect my service. They didn't show!
I spent five hours on my Verizon cell phone which has limited minutes! I was put on hold numerous times. Lost contact. Call back. Transferred from one contact person to another. None being able to make any sense to the whole scenario. I was beginning to feel like I was losing my mind! At one point DirecTV said they didn't come because the phone number that Verizon gave me was unreachable or fraudulent. Hmmm?????
Eventually Verizon made a three way phone conversation between myself, DirecTV and Verizon. Got it somewhat straightened out with DirecTV. They came out and connected my TV. However Verizon didn't show for another three or four days. The guy that came out was not an official Verizon person but was sent by Verizon. He was around for about an hour or two... couldn't figure out how to put a phone line into my mobile home as concrete would need to be torn up to do so.
Besides that, my mobile home does not have a phone jack and would need one put in to make the connection. Soooo... here we go again trying to get Verizon to do something was another day spent on the phone like before, seemed like every representative had the same spiel.
I was beginning to feel like they were all lying to me. I wanted to cancel my order with Verizon (never signed any papers with them). They said, "Oh we will have another person out to do the work." I waited more days. Another person came out to see about making connections. He spent three hours around the neighborhood, under the house, etc. trying to get a signal from the main Verizon port to my area, but never was able to get one. I decided right then and there that I was finished with Verizon.
After more time on the cell phone I was able to get a couple of cancellation numbers to my order. I kept getting messages on the phone, mail, and cell phone, that I was connected blah, blah, blah... and again I'm calling trying to make sure that my order indeed had been cancelled. One person, and there were many, told me they had the a cancellation number for my internet, but not my phone. So there we go again... this kind of conversation has now happened three times.
Furthermore, yesterday, I get a bill charging me for phone service, and the internet that I never had in the first place. I wonder if someone has my name and address and the strange phone number that was given me in the beginning by Verizon and using it thus I get the bill????? Is that possible????? I'm so furious with Verizon that I can't even sleep! Interesting.
I find out last week that some friends of mine in Huntington Beach having been given this deceptive raw treatment by Verizon and charging them for things that never existed. Hmmmm!!!!????? Don't use Verizon! Someone from Verizon mentioned on the phone to my friends that Verizon has gotten way out of their league and greedy by taking on internet, phone line, and TV service! I believe it!!!! I am reporting them to the Better Business Bureau.
ALLENTOWN, PA, PENNSYLVANIA -- When you see VERIZON'S RED logo, the first two associations that should come to mind are red-faced ANGER and red DEBT. This past year, my family has experienced a significant amount of both thanks to Verizon. Following my father's passing, my mother decided to “bundle” our family's services through Verizon in order to minimize costs. Specifically, we purchased the DirecTV/Land Line/Internet bundle along with a 1400 minute “Friends and Family” wireless plan.
Currently a comparable “Triple Play” bundle advertises for $59.99 per month and 1400 minutes “Friends and Family” plan advertises for $89.99. This bundle includes basic local landline, DirecTV, and high-speed internet. When we purchased our bundle and wireless plan, we expected to pay around $150 per month for these services (perhaps even up to $175 per month when taxes were added).
Well after a year with Verizon, we have paid a staggering average of $458 PER MONTH! Note that's over 3 TIMES the advertised amount. In one year, we paid Verizon $5,496.17 for services that were advertised to cost around $1,800 for the year! Is this not insane?! $458 per month for 3 basic cell phone lines (only 1 of which recently was upgraded to internet), basic DirecTV (NOT FiOS), basic internet (NOT FiOS), and minimal landline services! Let me repeat, $5,496.17 in ONE YEAR!
Note that most of these fees are attributed to Verizon's deceptive practices. In fact, Verizon's numerous deceptions are so intricately interrelated. I am at a loss for where to begin. Let's start with the most recent bill we are contesting- November of 2011. In November we were billed an outrageous sum of $636.05. The purported reason for this excessive bill was that our family went over our allotted 1400 minutes at a whopping cost of over $.45 per minute.
The total number of minutes our family used that month: 1279. But wait, 1279 is under 1400 right? Well according to Verizon, our plan was limited at 700 minutes not 1400. Why had our plan changed from the original 1400 to 700?! The answer is further revealing of Verizon.
Earlier in the year we had received yet another outrageous bill (do you see a pattern developing?). The bill was invalid, but Verizon would not refund any of the mistaken fees. (Note: We have automatic bill pay, and unfortunately by the time we recognize these invalid charges and errors, Verizon has already withdrawn the money from our bank account. Subsequently, they are extremely reluctant to refund any of the charges.)
As a consolation though, they did offer a way to reduce future bills- they recommended decreasing our “friends and family” minutes from 1400 to 700. This, my mother was told, would save her $20 per month. Now I love my mom to death, but she can be a tad gullible and easily persuaded by salespeople. The salesperson (and my mother) failed to note our family frequently goes over 700 minutes per month! So the next month an apparent $20 savings became hundreds of dollars in overage charges!
Feeling duped, my mom went into the local Verizon store to request our plan be increased back up to 1400 minutes. The salesperson offered her apologies and stated that our plan was adjusted accordingly back up to 1400 minutes. Well several months later this adjustment never occurred. And despite the fact that Verizon has record of my mom's visit, they are only offering to refund half of the overage charges.
Please, avoid Verizon at all cost. Do not use automatic bill pay because once they have your money, they will probably not refund excessive charges. If for some reason you're still tempted to purchase Verizon's bundle, consider the quality of services you'll be receiving:
Television- Admittedly we do not have FiOS, we have DirecTV. DirecTV is extremely limited in local channel selection (not even their premium packages offer an adequate selection of local channels). For example, I'm a big sports fan and miss out on most of the local professional sports teams' games. And I've never been able to catch local high school or minor league sports teams which are regularly broadcasted through local cable. Oh, and prepare to have a rather large diameter hole drilled through the side of your house upon DirecTV installation (i.e. a hole big enough to see the lawn outside- and no, we were not told of this prior to the installation).
Internet- At the moment I'm typing this (~8pm on 1/11/12) our internet connection has been out for over 24 hours and counting. No there was no inclement weather, accident, or obvious explanation. My neighbor (who does not have Verizon services) has internet connection. I was told by Verizon this outage is due to regular updating. (Fortunately I can use my neighbors' more reliable internet service). But when our internet is working, it typically clocks in around 0.78Mbps download and 0.69 Mbps upload. Generally this is acceptable for casual internet browsing, but it is substantially less than the 1.2-3.0 Mbps advertised by Verizon.
Phone- Well a landline's a landline I suppose. We have bare minimum (no caller ID for example) and it seems sufficient. In conclusion, unless you want to pay nearly $500 a month for a poor television selection, unreliable internet, and the most basic cellular services (i.e. no smartphone), my family and I recommend avoiding Verizon. If you don't believe me, check out their Better Business Bureau rating (F). Let Verizon's RED logo be a forewarning- you're in for a lot of RED-FACED ANGER and RED DEBT with Verizon. If you have any questions, feel free to contact me **.
BUFFALO, NEW YORK -- I moved in November and wanted to upgrade my television service provider and internet. I choose FiOS because my partner said that he did the research and found FiOS to be the best. When I called Verizon to sign up, I was placed on hold for nearly 30 minutes. Not a good start. Next, I was connected to an operator in new business. She said that she needed to take some information before she would give me any. When she asked for my SS# after a barrage of questioning, I said, "Lady, I just wanted you to tell me about your services and costs."
She was very agitated at my insistence because apparently I wasn't conforming to her managements form of how this was going to go. She told me that the service that I was asking for was $89.99 plus $10 for an extra two TVs. She didn't say a word about installation charges (Time Warner was free at the time) or any other charges. The installation happened and five days later I moved in and was excited to enjoy it. I was extremely disappointed. Internet speed was slower than my former DSL. The channel lineup and functionality are far inferior to my former DISH subscription.
About the same time I was discovering that FiOS was terrible, I received a bill for $103 dollars more than I agreed to. When I called to dispute the charges I was told that I was being charged $109.99 for the basic service ($20 more than the rude sales operator told me) and was also charged for installation of additional outlets. I was never told that I was being charged for that and in addition, the installation guy didn't even have to wire anything. All the wires were already there.
After spending 97 minutes on the phone with a representative and supervisor, I gave up. I told them to cancel it. They said that they couldn't retrieve the recording of the conversation and that it was too bad that their employee misinformed me. It cost me a few hours of my time, enduring the install process, a lot of aggravation and $140 for the privilege of trying Verizon's horrible service(?). I paid it because I have a credit score that I'm proud of and our laws would allow Verizon to damage it if I don't pay them. This is just so wrong. I now have Time Warner internet. They were sooooooo much better than most companies I've dealt within recent history.
Every single employee of that company bent over backward to make sure that I was satisfied. It was easy to get info on the program, easy to sign up, and the end product is great. I went back to DISH for my television subscription. I have had DISH for 8 years now and I have to say that it is damn good. Good price, good packages, and decent customer service. Can't beat it.
Verizon just did not give a ** and that's how they treated me from the first call to the last. I have a Verizon cell phone with a family plan that I have paid $125 a month for for the past several years. As of my contract expiration in seven months, I will be terminating that service from Verizon as well. I am happy with the service but I refuse to give them another dime. So they screwed me. In the end, they are the losers.
I canceled my phone, TV and internet service with Verizon because of the myriad of mayhem I had to go through for everything under the sun except to pay them money for the Bill. (Of course!) During my service with them I was constantly encouraged to go "Paperless" so I had to rely solely on logging onto the internet to view my account details.
After cancellation of my service, their customer service (which was already less than acceptable) diminished further on a sharp curve downward. I promptly returned their equipment and was told that the total amount of my bill wasn't the final amount and that I should wait until the completion of the billing cycle to receive all the credits due to the account and view the final payment.
I checked my account on-line weekly to quickly settle the remaining debt. After the turn of the billing cycle, I tried to access the account on-line and received a "Account Change Verification" page where I was asked to enter the phone number and the Account Number before being able to proceed. What a brilliant spark of genius on Verizon's part. I guess they hadn't taken into account that customers that opt fully into their paperless system rely on access to this information through the on-line system which they locked me out of.
Then the worse happens, I was unwillingly forced to go through their dreaded customer support system (the same system that prompted me to drop their service in the first place). Needless to say, I was transferred in an endless loop at least 5 times and no one had a clue about my account, the amount due nor could they advise me on the next steps for resolving the concern.
I received a multitude of apologies without any type of service. When I asked to speak with a manager I was informed that they could transfer me but the managers response wasn't going to be any different. And they were absolutely right, the manager got on the phone and told me they didn't have the information I was requesting but they'd be happy to transfer my call. When I asked to whom, I saw the cycle repeating itself all over again and simply disconnected the call.
I wouldn't recommend Verizon to anyone. In short, I had their service for close to 4 years and simply got tired of the poor business practices. The ONLY time you won't have any problems getting to someone and have your requests expedited quickly is: 1. To add a new service. 2. When you request for service cancellation.
Anything that will generate more revenue or is a threat to continued revenue will be handled very swift. Anything regarding general service after they have you as a customer is pointless. Do yourself a BIG Favor and go with the competitive company in your area. If you know the competition leaves a lot to be desired as well, take this advice as information to choose the less of 2 evils. GOOD LUCK!