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Verizon's Knee Jerk Collection Agency Impulse
Posted by Patchblue on 01/14/2008
BOSTON, MASSACHUSETTS -- I thought it important to share with My 3Cents' readers the content of the following letter sent to Verizon:

Enclosed is a check for $85.75 payable to Verizon. We ceased doing business with your company in October and obviously for good reasons. We had been in and out of town and dealing with various emergencies over the past three months and never realized that we owed this final amount. But rather than providing us the courtesy of a phone call, your company dispatched a collection agency; a fact that we were unaware of until we received another bill this month (January 08) for the amount above. Subsequently we telephoned Verizon and were promptly transferred to a collection agency. We had been Verizon customers for many years and paid our bills on time and in full. In spite of protests from my wife, who was a loyal Verizon customer, in October I chose to switch to Comcast because they charge considerably less, their customer service is better (though also flawed), and they do not penalize customers for coming out to the house for repairs if the fault is in the equipment, unlike Verizon. Now you have provided us with yet another reason. I feel it is not enough to merely send you this letter, though you seemed to think it perfectly acceptable to send out a single notice (which we did not see) before turning to a collection agency, thus impacting negatively on our credit.

So I am also taking the opportunity provided by new technology to post portions of this letter on the Internet. Hopefully it will discourage others from doing business with a company that deserves no more than a D-minus for customer service and an F for common-business sense.

     
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Posted by BobJohn on 2008-01-15:
"We had been in and out of town and dealing with various emergencies over the past three months and never realized that we owed this final amount." Are you saying Verizon didn't send you any bills in that 3 month period stating you owed them money or that you ignored them? After 3 months without a payment Verizon turned your account over to a collection agency. I wouldn't call Verizon's waiting 3 months to turn the account over to collections a 'knee jerk impulse'.
Posted by patchblue on 2008-01-15:
What I'm saying is that I survey bills very carefully, albeit that we were in and out of town. After we terminated our service with Verizon in October we paid what we thought was the final bill. What we thought Verizon may or may not have done in terms of mailed notices can only be ascertained by what we actually received. What we received was a notice in January (two days ago) indicating that we still had a final bill. When I called to pay that final bill that is when I was transfered to a collection agency. What I'm also saying in this regard is that in the past-- with AT&T for example-- we received the courtesy of a phone call if a payment was deemed problematic. That did not occur here, though it would have solved the problem for both Verizon and for us. SO the "knee jerk" reaction is how I describe Verizon's response to a consumer with a history of paying on time and in full. In other words, there was no pattern of payment problems that should have led to sending this bill to a collection agency. The pattern should have alerted Verizon to the possibility that communication was the problem not negligencce.
Posted by 3centfred on 2008-03-05:
I had an almost identical experience with Verizon. When I spoke with a Verizon manager and informed that I had never been notified by phone or mail during the 90 days that any payment was missing, she said that it is not cost-effective for Verizon to send or call with followup notices! Please update if you were able to make any headway with getting the collection cleared from your credit report.
Posted by dGooch on 2008-03-21:
I completely understand your issues with verizon's billing. I have been a customer of their Fios TV/Internet since October '07, and I have yet to receive a single paper bill in the mail. I can't create an online account to pay the bill because I do not know my account number since I haven't received a bill. I called numerous times, each time being placed on hold for up to an hour at a time. it is now March 2008, I still have yet to receive a bill. I called to cancel my service, and they guaranteed me that I'd receive a bill within two weeks. That was back in January......

I refuse to pay the bill over the phone because I want to SEE what I am getting charged for (wouldn't you??). They have now sent me to a third-party collections agency, and clearly this is not my fault as I have tried time and again to receive a bill so I can make a payment. I never saw a company that didn't WANT to take your money (until, of course, they sent me to collections). What a joke.

I called today to cancel my service and to receive my final (and FIRST) bill, and they are closed because it's Good Friday. Yet, their collection agency was open to call me on the same day. Nice Verizon, nice.
Posted by TK9510 on 2008-05-23:
Absolutley correct. The same thing happened to me. We terminated our phone service in favor of a better carrier over 6 months ago, and its now that I find out from their collection agency, NCO Financial, another gem of ignorance contributing to the human gene pool, that I owe $151. I ask from who and when and they say that they charge these add-ons fees, like call-waiting, etc (which we never had) after the account has been closed and it goes to collections, with no knowledge of this to me until now or courtesy of a final bill.

Folks, please, please, please - save yourself the headache and DON"T USE VERIZON. The more people that stay away from Verizon, the better. Maybe they'll be able to hear US now, eh?
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Violates agreement. Price is bait and switch gimmick
Posted by Ceciliob1 on 11/16/2007
MCLEAN, VIRGINIA -- On July 1st. 2007 I subscribed the Verizon FIOS TV, Phone and Internet service. Promised price: $99.99. What do they charge? Never less than $ 130.00. The complain process is a torture. It takes 20 to 30 minutes to talk to a human. After the ordeal they apologize. Promise a credit to reflect the contacted price. Next bill the credit shows up but new charges also show up. It is very aggravating. I would not recommend Verizon to anyone. The customer service is very bad. The firm seems interested in making a quick buck out of deception, bad service and strong arm. When I say I want out they say I should pay a several hundred dollar fee for early termination, but I should be confirmed: "next month your bill will come corrected!" Not truth. The following month new charges appear so the bill is also inflated.

Did I mention that I sent four letters to Verizon? Well the first letter was mailed October 6th. So far no response.

If you want keep your sanity, keep distance from Verizon!!!!

     
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Posted by voiceoff on 2007-11-18:
So they actually corrected the bill? That's good. But somehow some other charges were on instead? Clarify what they are and maybe they will reverse as well. But the time spent correcting is too much.
Posted by ceciliob1 on 2007-11-19:
As I said the bill get partially correct and in the same bill the "Credit" appears new wrong charges are made. It is just a momentary correction. The VERIZON billing system is rigged to overcharge the customer.

I had this problem before when I asked to not have a long distance carrier. But is was just a couple of months. After that I lost the money but the long distance chages were permanently off. Now with the FIOS TV service strange charges have a strong latency.
Posted by David Lee on 2013-02-13:
I don't know anything about Verizon wireless, but I do know their services in land line phone, DSL, FIOS and TV. It is STUPID for anyone to use Verizon services, period. I will never TOUCH Verizon for anything. I have to go to MIT to get my "Verizon Bill" Phd. degree to understand their monthly bill.
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My Nightmare Experience With Verizon Telephone
Posted by Box city on 03/12/2010
LOS ANGELES, CALIFORNIA --
By Howard Suer
President, Box City, Inc.

I rarely become angry, as a matter of fact, I’m probably one of the most even tempered people you will ever meet.

Today, however, I was so mistreated and abused by a monopoly telephone company, that my anger almost overcame my ability to think rationally.

It all started quite innocently. We’re moving our Marina del Rey store to a new location on April 1. I was in the new store measuring and planning where to put things such as shelves, etc.

I needed to call the Department of Water and Power, the Gas Company, the security alarm company, the electrician, the painter, rubbish collection, and numerous others. My only means of communication was my Verizon cell phone, which only had two bars (indicating the battery was getting low).

I decided the call the telephone company to have a phone put in the new store immediately since I was spending so much time there. . . . Thus was the beginning of a horrible nightmare. Let me give you the scenario; I called 411 information for the number of Verizon telephone. The operator said, the number is . . . And then connected me. . . . Then came a series of recorded questions requiring me to say something or press keys. I followed the instructions implicitly and finally received a recorded message stating that all service personnel were busy and my call would be answered in the order it was received.

So far this was all a little annoying, but understandable. The announcement repeated itself every minute or so for about 5 minutes and then announced that this was the last announcement and I would hear music until a service attendant was available. For almost 20 minutes I listened to that annoying music on my cell phone and finally hung up. I called back about 15 minutes later and went through the same procedure until after 16 minutes a man came on the line. I gave our local phone number (310) 305-4682. After looking our account up he said, Oh, you are a key business account. Let me give you a direct number before I connect. You. He gave me the number: (800) 606-8855, and it started ringing, and ringing until finally their automatic system picked it up and asked all the same questions over again while I pressed keys in response. Finally announcing, all of our service personnel are busy helping others. Your call will be answered in the order it was received. Then, that same music for several minutes interrupted by another announcement every few minutes until finally a human being answered. I explained what I wanted and he quickly responded- - let me connect you to the department that handles that. More music, more announcements until finally a very pleasant female voice came on, Can I help you? Oh, I thought to myself, I’m finally getting service. After giving her all the information I had previously given to several people before she looked up our account and said, Oh, I see you are a key business account. Let me give you their direct number before I connect you. The number is; (800) 606-8855. Whoa, I said, that’s the number I just called and he connected me to you! She responded, Hmm. Let me call them and find out why they referred you to me. Once again, that annoying music for several minutes. She came back every few minutes apologizing for keeping me waiting. This went on for almost 18 minutes until I finally hung up. This time, Furious, I dialed 1-(800) 606-8855 and kept pressing 0 until I finally got a human. She asked me what state I was in and I whimpered, California. She then asked me the city and street address. I said, Los Angeles, 13452 Washington Blvd. After several seconds she said, Is that East Washington Blvd. or West Washington Blvd.? WEST, I replied. We only service up to 13100 numbers, you must be in another phone company district. You can try calling AT&T . We can provide you with your same phone number forwarded to AT&T for $16.85 per month.

After I hung up, I went to the motel right next door to the east and inquired who their phone service provider was. Verizon was the reply. Then I visited the sport memorabilia store next door to the west and asked the same question. Verizon was the reply.

The busy day had slipped away from me and I accomplished nothing because of the damned inefficiency of VERIZON telephone company.

When the California Public Utilities Commission regulated the phone companies they were so customer service oriented that it was a pleasure to deal with them. Now that they have a MONOPOLY and we customers have no where else to turn. They have become too powerful. Apparently Customer Service takes a back seat to the BOTTOM LINE on their financial statement. They have become abusive.


     
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Posted by Anonymous on 2010-03-12:
Another business's service provider has no bearing on your particular service choice. There are many reason's why you can't get Verizon. It could have been a misunderstanding, a service locked location, address discrepancy etc.

You say you went next door this way and next door that way, but what were the addresses? I admit being on hold is annoying, but there are a lot of people who use Verizon.
Posted by Miltiades on 2010-03-13:
Interesting - this reflects the poor service I've also received from Verizon in recent months.
They don't care about land lines; the CEO even said that "land lines are dead" in speech some months ago. Verizon doesn't deserve one's trust, but then few businesses are trustworthy these days. These companies need to be regulated more strictly; they've been allowed to fleece the consumers. Note the ratings of Verizon on this site.
Posted by PepperElf on 2010-03-13:
in a way i'm not surprised at that statement.

in a computer class i take the instructor asked the class who had a landline... less than half of the class raised hands.


tho i'm not surprised at the runaround
when i called verizon to set up dsl... it took FOREVER for them to get me to the right number, and i was trying to buy service

all that time.. only to find out they didn't even service my area anyway O_o
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Verizon Employee
Posted by Integrity2371 on 03/05/2009
I can vouch for this behavior. I am also an employee at Verizon and I have to agree that they will suspend you for 5 or 10 days if you are observed not offering products to a customer. The pressure to sell products are so bad that a lot of employees are getting stress related illness such as high blood pressure and having anxiety attacks. There are rules that we have now that state that if a customer wants to speak with a supervisor about billing the consultant must handle, the help desk set up to assist customers with bills will no longer assist these customers. It is putting the agents in a bind because we have not been properly trained to explain the bills to the customers and we know that we can no longer transfer the customers over to the department that can. Floor supervisors are suppose to assist with calls now but they don't even want to deal with it so they tell you to take a call back for the customer, yet the agent in the meantime is held accountable for the amount of time that the customer is on the line. If you have a customer on the line for over 9 mins, even if you are trying to provide good customer service, you have a supervisor or floor support coming to your desk telling you to get the customer off the phone because you have been on the call to long. When was providing outstanding customer service to a customer timed?

Then you have the employees that are adding products to customers accounts without the customers authorization just so they can Win daily contest, trips, and monthly bonuses. The sad part is that the supervisors are aware but don't care as long as the agents are meeting their goals which will in turn help them to meet their goals so they can get the other 30% of their pay, as they are now on a 70/30 pay scale. That means if your team doesn't meet goal you will get 70% of your pay but not the other 30%. So GOOD OLE customer service is definitely out the window at Verizon. It's the old bait in switch in effect, tell customers enough of what they need to know to get the sale, or just add to account and they will call back to have it cancelled when they realize they are being charged.

So Please Please read your bills and make sure that what you ask for is all you are paying for. And if they ask for your email address or discuss sending you something free for 14 days or 30 days...please know that nothing in life is free and you will be billed even if you don't download the free trial, so be aware

     
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Posted by Anonymous on 2009-03-05:
The last paragraph of your post has the best message.

I have worked in customer service many years (never with Verizon so I won't pretend to know what goes on there), in various positions, so I do understand the pressure of meeting goals. The phone reps job is by far the hardest, it also has the highest turnover rate, which nearly always boils down to pure burnout.

What I've found over the years is that the best impact you can make is to keep talking to your management, and if they aren't listening, go to the next level, and so on. Also, if you have an HR staff onsite, request to meet with them. Do your best to follow the chain of command so you don't "appear" to be acting with any malicious intent.

Posted by AT the end on 2009-03-12:
Your comments are enlightening, and indicate the level of contempt Verizon has for employees. I am already a victim of the level of contempt Verizon has for customers.
Posted by BoA Pissed Customer on 2009-03-19:
I, too, am a victim of the level of contempt Verizon has for its customers. They manipulate your time for some of the SMALLEST requests. The right hand doesn't even know what the left hand is doing. One rep will tell you one thing, and when you discuss it with another, they will tell you the first rep was wrong. They undermine each other on a daily basis.

I AM a customer service nightmare, I will freely admit. I think I have Verizon to blame for at least part of that, since I have been on the phone for them for HOURS in the past month because they OVERCHARGED my checking account (this was not an auto-draft, this was me telling an individual how much to charge against my debit card, he entered the wrong amount, and overdrafted me) It has taken me a good portion of the last 3 weeks to get them to reimburse me the overdraft fees!

It's no wonder employees are having anxiety attacks! I also have a friend who works with Bank of America who is suffering from anxiety because his department is slowly being outsourced! Corporate America is nothing but a BULLY to the consumer! THEY write the rules and expect the CONSUMER to abide by whatever it is the corporation says is law, and there is nothing the consumer can do about it!

CONSUMERS UNITE!!!!
Posted by bcuzihad2 on 2009-06-19:
You ought to be ashamed of yourself! You say you work for the company?? Well I am an employee as well and though I may not agree with all of the things that go on in the company, its BUSINESS!! And I am sure that just about any big business is about the same. Especially now. Businesses want to make money and employees want to get paid. Bottom line. It is YOUR JOB to explain bills and do it as efficiently as possible..not to pass it off to anyone else to handle the call for you. If you don't know how, then you need to get trained to do so. If you are concerned about your handle time, then take a commitment and tell the customer that you will call them back and stick to your commitment. You have to be responsible for yourself, not putting the blame all on the company. If you do work for the company and you don't agree to the requirements set out for you, why are you still working there?

I can't even comment on how the customer's are treated because honestly, I feel for a lot of the customer's and I personally do my best for the one's that I deal with. I cannot speak for any other representative though. I just had to post on this because you as an employee of all people shouldnt be here trashing the company that is putting food on your table.
Posted by Verizon Requires Firing on 2012-02-19:
The reason why turnover is so high in these call centers is that Verizon actually demands writing up and firing for not getting all the metrics. I was fired several months ago because the Average Handle Time was too high. They write you up/fire you for call times being too high, not passing almost all the surveys, if your personal time is too high, After call work being too high, transfer rate being too high (They set the transfer rate requirement so abysmally low that you have to give the number out in order to meet that metric) Adherence--better not be on a long call that will make you late taking your break..yup, got a writeup on that one too. If customer is not satisfied, even if you couldn't give an upgrade they don't qualify for, they will fail you if they get to do a survey. Just failing 2 out of 15 surveys is too many already. The pressure put on employees is unbelievable, I don't know how they keep anyone. The managers have to fire you, or they can get fired. They fired an associate director for not being strict enough to get those numbers. They make it impossible since great customer service cannot usually be done in 8 minutes or less, especially FCR-First call resolution.
Posted by More Change on 2012-10-18:
Verizon has assed upgrades and daily surveys from what I hear. It is almost impossible to keep that job. I feel for employees, as they have to try to make the customer happy when policy wont give them authority. Many times, policy doesn't allow an early upgrade, so how is penalizing employees for failed surveys fair?
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Verizon Needs to go back to "Customer Service 101" Class
Posted by DixB on 05/07/2005
VIRGINIA -- I moved into an apartment a month ago. I ordered phone service from Verizon, both a main line and a line for fax. The first person to show up here was in a bad mood. She didn't like have to install a 2nd line in the apartment (I guess nobody in apartments wants an extra line) and told me the wiring in the basement of the building was bad and it probably wouldn't work. Well...she was correct. It didn't....and it hasn't. I asked her if I could get an additional jack put in for line 1 and she said I'd have to call and schedule that for another visit.

So...I called Verizon back and scheduled a 2nd visit for an additional jack and to repair my fax line that had never worked.

When that technician walked in the door last week, I told her my fax line had never worked and I wanted to make sure they weren't going to charge me for it. She called the company and came back to me and verified it didn't work. She said to wait about 3 hours and try it then. (She never did anything while she was here but make a phone call so why should it work?)

Then, she walked out. She didn't put in my jack. I called Verizon again and they said I'll have to get another service appt. The technician that walked out that day wrote up a report that she put the jack in. She LIED!

Then yesterday, I was supposed to have my 3rd scheduled service call. I had to wait at my apartment (take off from work) for the 2:00-6:00pm window in order to get a service call to install the jack and check the fax line. No one ever showed up. At 6:01pm I called Verizon and found out the business office is closed.

So...I'll have to call Monday for a 4th visit to get my fax line working and that additional jack. I'm not that confident that it is ever going to happen.

In my view, Verizon needs to go back to school and learn some Customer Service skills.

DixB
     
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Posted by LadyMoondancer on 2005-05-08:
DixB
You are so right that Verizon needs Customer Services skills.
I had my phone number changed back in Oct.2003. On the next bill, there was a charge for voice mail service thru another company, for the person who had the phone number before me. I called Verizon immediately and they said I had to call the other company. I called them and told them that I never had Voice mail and never heard of their company. They said to call Verizon. I called them back and they said they couldn't remove the charge until the voice mail company posted the request.
I told Verizon that was nonsense, it was clear that my name was not S. A, but R. P. the phone number was given to me on Oct 1, and these charges were placed on my bill 3 days later. I told them that it was their responsibilty to give me a phone number that was free and clear, and why was a charge from S.A, a different person, put on my bill in the first place?
Do you know it took 5 months of bickering and calling back and forth between Verizon and the voice mail company to get the lousy $13.00 off my bill! And how it happened was, a nice lady said she would apply something called a "chargeback" to me bill, meaning the $13.00 would be charged back to the voice mail company. So why wasn't done in the first place? And why was a charge to a different person put on my bill anyway?
DixB, good luck, hope all goes well!
LadyM
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Billing Fraud
Posted by CDRice on 11/05/2010
Junction Box my phone service connects to
Junction Box my phone service connects to
1 VERIZON WAY, BASKING RIDGE, NEW JERSEY -- Over a period of time we have lost phone service due to unmaintained Verizon equipment on three occasions. In each case we were without service for 5 days and received no credit on our bill. The problems were in the Junction Boxes located every 50 to 100 yards along the street. They were bent, had their covers missing and wires hanging down on the ground. When the service tech was asked why he did not repair the boxes, he stated that company policy was to do no more than required to get me back in service as they wanted everybody to switch to FiOS which was not yet available. (It's now available but at a higher cost) On another occasion an underground transformer/junction exploded causing an estimated 2 to 3 square mile area to lose phone service for from 4 to 14 days. We were without service for 11 days and they gave us $2.00 credit on a $30.00+ bill.

Then a little over a year ago I called Verizon at the number that appears on their bills to see what I could do about long distance service. (My 91 year old mother had made a long distance call which AT&T charged us $25.00 for.) After a number of "if this punch this number" type transfers, I found myself talking to a sales representative I explained the problem and mentioned that I would be needing cable service shortly as Our residence will only be able to receive 2 TV chanels (at most) by antenna from the new HD transmissions. He suggested a combined package that would include TV, Phone & Internet for $69.95 plus $5.00 for a second converter box plus Taxes and government fees. He stated that there would be a $200.00 equipment deposit that would be returned via a $5.00 per month credit on my bill. I agreed to this.

My first bill was over $130.00. I tried complaining and was given the runaround. I filed a complaint with the FCC and received a letter from them stating that Verizon would be correcting the problem and the FCC was closing the case. Also, when I received my next bank statement, the equipment deposit had been removed from my bank account by DirecTV though I have never authorized Verizon to give my personal bank information to DirecTV.

Shortly thereafter, I received a call from a Verizon representative that said the person who sold me the service was not a Verizon employee but an outside source Verizon uses to sell services. The representative agreed to correct the problem. The next bill was lower but still not correct. Over a period of months and several phone calls and e-mails, the bill finally came close to the agreed amount but was still higher than it should have been by a few dollars. Nine or Ten months ago my bill went up $15.00. I assumed it was the DirecTV fee increase. and though it was earlier than I expected the increase, I paid it. When I examined my bill more closely a couple months ago, I found 14.95 charges for something called Streaming Flix on my last 2 bills (A service that no one in our household would be interested in). I contacted a Verizon supervisor who, when I offered to sue Holly Hess, Ivan Seidenberg CEO/Chairman of the Board (who resides at 3817 Quail Hollow Lane, West Nylack NY 10065 with his wife Phyllis "a large contributor to George Bush's Presidential Campaigns), Tom Tauke, Suleirman Hessami & Verizon's President Virginia Ruesterholz (who resides at 44 Van Cortland Way, Baskiing Ridge NJ 07920), agreed to remove those charges and prevent it from occurring again.

Afterwards, I examined all my bills for the last 10 months, I found 6 more months that I had been carged for that service. I have been unable to get anyone at Verizon to discuss the problem nor do they respond to faxes or e-mails. In searching 'Streaming Flix' on the internet, I find hundreds if not thousands with this complaint.

They also have billed me $2.50 per month for late fees, the last two months. even though I mail the payment within 5 days of receiving it. Their bills are dated about the 19th of the month but I don't receive them till the first week of the following month. Therefore, I do not know if the fees are because I have deducted the illegal charges from my bill or if they actually consider the payments late.

And finally: My latest bill includes a $5.00 charge for something called TV.

I just discovered that Ivan Seidenberg has been replaced as CEO by Lowell McAdam, which might account for Seidenberg's failure to respond to E-Mails or Faxes. I expect to have Lowell's residence address shortly.

     
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Posted by Alain on 2010-11-06:
Nice information. Please do keep us updated. I'll keep this handy for friends.
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Verizon's Incompetence Amazes Me
Posted by BoSoxFan on 06/10/2009
Due to our family never being home and the constant static in our phone line that had been present from day one, we decided to cancel our $90 a month residential Verizon line and strictly use cell phones. I also would like to point out that the $90 wasn't the original amount we had agreed to when we got the service....the cost seemed to jump from $40+, to $50+, then up to $90 in a year, with no rhyme or reason. Our Verizon statements were paperless, and our monthly payment was automatically debited from our checking account. In December of 2008, I cancelled our service. The rep, of course, tried to sell me a $20 'emergency' land line, and after repeatedly telling him no, he cancelled our account. Since it was auto debit, I assumed Verizon would deduct the final amount due and that would be the end of it, like MOST ethical companies do and have done for me in the past. I was told no different and had no reason to believe otherwise. Today, June 10, 2009, I received a letter in the mail. It was from an attorney that Verizon uses to collect their debt, stating that I owed $34.38. Until today, I have received NO request for any type of payment from Verizon - no postal mail, no email, no calls on my cell, and they do have my cell number - NOTHING.

I hadn't the slightest idea that I owed them anything until today. The only thing I ever receive from them are emails trying to sell me their 'money saving' products, blah, blah...one would think that if they can send spam referencing your old account, they can let you know you have a balance due. And why would they be trying to drum business from a residential account owner who supposedly owes them money? Needless to say, I was irate. I immediately called the attorney and expressed my displeasure over the entire issue, and did my best to keep my cool. The representative was very courteous and upon reviewing just much time had elapsed - 6 months - before Verizon decided to inform me that I owed them money, completely understood why I was fuming. She stated that in her dealings with Verizon, once you cancel your account, they do not deduct any more funds from your checking account. News to me. That would've been great info to have had the representative been kind enough to share. I believe that saying this representative was incompetent would be an understatement. How on earth would I have known there was an amount due, and what the amount was?

I guess I was supposed to pull a figure out of my rear end. Ready to spit nails at this point, I continued to maintain my composure, as it wasn't her fault that Verizon had royally screwed up, and she herself admitted that what Verizon did was unacceptable. I paid the balance due prior to ending the call, because I just wanted it done with. Obviously, if I was paying $90 a month, auto debit, certainly the $35 balance wouldn't have been a problem had the idiots let me know that it was due. I work for the US Treasury, and can lose my job over a collection or judgment - they do not take that lightly. I am held at a very high standard in regards to financial obligations. Verizon put my career at risk, along with my integrity and credit score, when they made this error. I'm almost afraid to pull my credit report, after reading the numerous blogs and complaints about Verizon’s lack of professionalism, not to mention this blunder. To send me nothing - NOTHING - alerting me that I had a balance due is poor customer service and very unprofessional.

It infuriates me that they can send me emails referencing my old account and making offers and bribes to come back. I have two words for Verizon - HELL NO. If I ever need a second line, it'll be with Vonage. I actually considered switching my cell over to Verizon once my Sprint contract ran out. Monkeys will fly out of my behind before that happens. They continue to operate in this unethical and unprofessional manner because they have no real competition, and know they will get away with it. The way my account was handled was just WRONG – period. There’s no other way to put it. IT WAS WRONG.


     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
The Absolute Worst Phone Company
Posted by Info625 on 07/11/2013
Basically, constant service interruptions. Once for 4 weeks we had no service and we are a business. Their own technician told me many business customers in my area are switching to Time Warner cable. It's cheaper and newer lines so no interruption in service. I'm switching tomorrow.

     
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Posted by CU on 2013-07-11:
Be sure and let us know how that works out for you.
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StarStarEmpty StarEmpty StarEmpty Star
Bad Service
Posted by Shs556 on 03/21/2013
PHILADELPHIA, PENNSYLVANIA -- It's been several months in trying to get my messages! Verizon is holding my telephone messages hostage!! My doctors, friends, family tell me that they leave messages and I am unable to receive them. I used to have an answering machine that took my messages. I was assured to get those messages. Since Verizon has been involved with my phone, I have not received one message. People tell me to delete/empty my mailbox because my mailbox is full; I can't even access my mailbox!

Five (5 ) different representatives give me some number to dial, and then the system does not recognize my telephone number...uuugh!! I'm really frustrated and need some help!! I'm so disappointed in the Verizon service that I thought was so efficient.
     
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Posted by Alain on 2013-03-22:
See if you can get Verizon to send a tech out to fix the problem. If they refuse or can't fix it, you may want to consider using another phone company.
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LOUSY CUSTOMER SERVICE
Posted by Mkbanuelos on 09/10/2012
AZUSA, CALIFORNIA -- I started having trouble with my land line 10 days ago, where certain people would call me and all I heard was static. Others would call and the phone would be fine. I had the people that called check their lines and everything was fine. I called Verizon was went through the ritual of giving them my telephone number, Name, Address etc, finally they told me I had the wrong department (which was the number listed on my bill). They transferred me to the "Phone" tech and I was kept waiting for 20 more minutes. After talking to the tech and followed their instructions of disconnecting the cordless phones and also the hardwired phones, nothing changed. they told me that they would run a check on my line and call me back, which they never did, I called back the next day and went through the same baloney all over again, explaining the problem, being put on hold for over 1/2 hour, then finally talking to someone but they were unable to help. Now this was two days ago, since it was Saturday, they couldn't send someone out until Monday or Tuesday. Today, Monday, I get a text message on my cell, saying that an agent was "dispatched" and was on his way. After about an hour, I get ANOTHE text, say that the service request had been closed???? I call AGAIN and AGAIN was put on hold for 1/2 hour, finally, I was told that the request is till open and when they say "Dispatched" they really mean that it's on the schedule to be sent out. Talking to some of the people, either I can't understand the accent or they sound like they are 1/2 asleep. I can't find and they won't give me a direct telephone number to call for service. The number they list goes to the "Internet" service and they have to transfer me, after going through all the information over and over. THIS IS VERY DEPRESSING AND IRRITATING. CAN'T THEY DO SOMETHING TO MAKE THIS PROCESS EASIER. I do notice that the monthly bill, come on time every month.
     
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Posted by melissa253 on 2012-09-10:
I didn't know that Verizon offered a 'land line' service. I'll have to look that up.
Posted by Bill on 2012-09-10:
Verizon still offers land lines if you're lucky to live in an older area that has the telephone lines.
I know from dealing with Verizon is that they don't have a lot of techs dedicated to residential land lines so if something goes out it could take a while to resolve. Verizon has made the decision that cellphones and their business phone side is their future. I've been told if something big goes wrong with the landlines then you'll be left hanging. Besides my landline I have two cellphones so I won't be totally stuck. I do prefer the landline phone over the cell because the call quality is much better and it never drops out unlike Verizon cell service.
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