NEW YORK -- Today: June 10. Last Date of Working Service: April 12. I spent 4 hours crying, screaming, pleading with supervisor after supervisor to stop trying to pacify me with condescending remarks like you must be so upset and to just fix my freaking phone. I had two appointments I took off work that they just didn't show. The second was for between 1 & 5pm. They came 11am and after I heard this from my neighbor when I got in at 12 I called.
The representative said "oh yes you are scheduled btw 1 & 5 - hold on, let me call repair". She came back dumbfounded saying "yes, you have the correct time but they said they won't come back. They came early and you weren't there". Can you imagine??? I spent an hour on with a supervisor who finally got them to agree to come and in an hour repair called me and said they wouldn't because its an outside issue and will be there at 9am the next day and I didn't need to be there. That was back in early May.
Then I was put off for weeks saying it will be fixed by Mon, then Friday, then next Monday and to today when nothing done again and another condescending supervisor told me they just don't have enough copper wire and may be 14 more days. I blew up! Why the hell they can't patch me into a line that my neighbor is on that works well? "Ohhh they just can't" she says. I called back, asked for another supervisor where the agent listened to my story and said "hang on, I'll get you someone" and just proceeded to put me back in the customer service queue. The next guy got me a supervisor who called repair and said "Maybe" and she said it's a big "maybe Tuesday".
I filed with FCC - calling Consumer Affairs... I don't know what else to do. Maybe I'll write my councilwoman this weekend. Two months of lies, unfulfilled promised call backs, unfair treatment. It's sick. I said to the last supervisor I have been in NYC for 20 years and never has it been this bad... even during the strike and she said it never has been this bad. I agree. If you have an option stay away from Verizon. I need a new company.
WOW I can't believe how bad the customer service is at Verizon. I have a FiOS bundled package and within the past two weeks, I can hear AM radio through my phone. The first of four calls to Verizon went as I assumed. The lady was fairly nice and asked the usual questions regarding cordless phones and potential interference. I said that was not the case since I disconnected all of the cordless phones and the problem was worse on the corded phone.
The earliest someone could be here to help was one week away. No time estimate, but I could check online. Stayed home on Tuesday and checked their website to find that the service was changed to Wednesday. Stayed home Wednesday, checked the Internet and the service call did not show up. I called Verizon and spoke to a supervisor. One of the most rude people that I have ever had a conversation with. She used a threatening tone stating a service call would cost $100 if it was in the house and not the box. I was so upset by how rude she was that I told her I was calling a competitor and switching service.
After a bit, I calmed down and called them back. During this time, my service had been disconnected completely! Called on my cell phone and got another rude person who said that I would have to wait until Friday. I told her that I could not wait until Friday and if she could not get this fixed today, I would switch service. That is what happened.
The last straw was calling to cancel my service with Verizon. During the process of cancelling service, I was put on hold for 15 minutes while another supervisor was being tracked down to authorize my cancellation. Good lord, what an ordeal! Brighthouse is coming out this evening to install new service... hopefully with no AM radio. I really feel for those of you forced to deal with Verizon.
I called to have a regular telephone line installed in my home in order to have a medical monitoring service hooked up to the phone line. The technician came out and ran the line and told me it's done but I did not have dial tone because they had to flip a switch at another location in order to get the dial tone. But none was there at the time so it could possibly be Monday before this would happen. This was on a Friday.
Called to see what the deal was, they told me it was a mistake that I would have service that day. Well about 4pm on Friday the technician called me back and told me that they could not flip the switch because the order was placed under FiOS but it was written up as what I ordered and he installed it as such a regular copper line. He told me I had to call back and have them fix the order. Well I tried for hours to get someone to help me, explaining the situation over and over to no avail.
The last dumb ** I spoke to was supposedly getting me a supervisor but one has yet to come to the line. Been on hold for over 50 minutes now. No other land line phone companies in my area so I am forced to use them for this service. But I have never in my life experienced such incompetence. This is by far the worst company on the face of the earth.
I have FiOS service with them and I have been pretty happy with it up till now. I will cancel this service as soon as my contract is up and go with Comcast. Now I see why they have to lock you into a contract. That have lost a customer and I will tell everyone I know and all those I don't know to not patronize this company, if you want to maintain your sanity. Because this is making me insane. I'm still on hold.
Verizon has advertised that they can be heard anywhere. That may be true for their wireless customers, but the LAN lines are constantly having problems and the internet service has been sketchy, at best, in the Midwest. They offer combination packages at a discounted price and then do not honor them, as well as charging for service that is not rendered. My telephone has been down for almost three weeks. I contacted Verizon repair on July 6, and battled with the automated repair system until ultimate frustration set in, as I was getting nowhere, and I hung up (That is not service).
Service was interrupted from May 7 to May 23, as well. I was promised a discount for the interrupted service; however, I never received the promised discount on my telephone bill. Now, once again, the line is down. There is a very loud noise on all of our telephone lines (which is why the automated repair service could not understand my answers), making it impossible to have a conversation or to be able to hear the other party.
Verizon informed us, via the internet, that we needed to take a screwdriver and a telephone out to the NID box and plug the phone in to see if the noise was on the NID. It was on the line at the NID box, indicating the issue is with Verizon, not with our telephones.
I attempted to contact Verizon on July 7, via telephone and was told that the wait would be 40 minutes and to use the internet, if possible. I contacted them again, via internet, on July 8, and July 9, without any resolution or response, via internet, that was I promised. My husband called them on July 13th, and we were told they were come out on the July 21st.
Today, July 21, 2009, Verizon (automated message) called at 3:40 PM, after waiting all day for the repair person to arrive, to inform me that they will try to come out on July 29th. However, the bill has already arrived for next month, with expectation of 100% payment in full for services that are not being rendered.
I intend to disconnect my service with Verizon if there is no fair resolution. It may be a terrible inconvenience, as I live in a more rural area and services are monopolized, giving us little or no choice at all for our communication services. Not only that, we pay more for services than in bigger cities (no broadband) and the service is moderate to poor. It looks to me like Verizon Telephone is sliding all of the way down when a paying customer for several years is treated in this manner.
OREGON -- After charging us $16.33 each for local collect calls made by my son, I decided to pay my bill by phone to shorten the delay. I searched the web to find the customer service number - apparently they want you to do everything online so they don't publish the phone numbers... Hello, you are a phone company... I ended up calling a number that was posted to purchase something and got transferred 3 times and then given a different number to call.
I called the number and was put on hold for 23 minutes, then got this guy who said he couldn't take payment nor could he transfer me (hello, you are a phone company), but he would put me on hold (!) and let the Finance department know I would be making a payment by phone this morning. He also told me it would cost another $3.50 just to pay over the phone (what for? And at this point who cares) and I would need the account number he gave me.
Well, I called the number he gave me and, guess what, there is absolutely no way to get a hold of a "real person", strictly computerized. The account number he gave me contains 10 numbers, and the computer insists that it needs a 14-18 digit number and disconnects you if you don't put all of them in after 3 tries. So, here I sit, back at square one after wasting an hour and a half just trying to pay my bill by phone.
I think Verizon has too much business, and management couldn't care less about how their customers are treated at the street level. If there were another provider for residential service available in this area, I would switch in a heartbeat, and I have lived at the same location for 22 years and never paid a bill late.
MARYLAND -- A week ago I spent 45 minutes speaking with a very nice Verizon customer service representative signing up for a bundled internet and telephone service. I was told that high speed internet was finally available in my area. Within days, I received the necessary DSL equipment. Just yesterday (a week after ordering), I received a sticker requesting that I return the equipment or else in 30 days I'll be charged $100. I called Verizon customer service again today and was told that internet is not actually available to me.
I received no notification of this, just the silly return equipment sticker! The not-so-friendly customer service representative informed me that I did not receive notification because I didn't have an email on file (although I get paperless billing statements via email so this holds a lot of water!). So now that I am not getting internet, I'm still being billed for a whole month of long distance (which was part of the bundled services) and that cancelling now would not matter because they do not do mid-month billing adjustments. Oh, and get this, to remove the long distance service, it is going to cost me $5.50 for a service fee to do that!
So not only do I get screwed on not getting high speed internet service, I have to pay for long distance service I never wanted in the first place and that I won't be using for 3/4 of the month anyway, then I get to pay them a fee to stop billing me for it! From a company that “values” customer service (so their website says) this is unacceptable!!! To me, this totally contradicts customer service. It is interesting how they are so nice when you are adding a service, but completely rude when you drop a service or complain about their policies or behavior.
Has anyone else had difficulty finding an email or telephone number for the Verizon corporate office? I'd like to send my complaint above the regional area. How convenient that they don't provide that information on their website.
BROADWAY, VIRGINIA -- Tell me how it happens? Your phone isn't working, there's been a storm, you're patient. Three days after the storm, you spend 30 minutes attempting to get to a human. The first human, the kind one, verifies that you do indeed have trouble with their service AND it is their problem. "I'll have to transfer you to so and so; they'll assist you, setting up a service appointment". Lovely young woman.
Next I get the CSR from hell. Not only was he rude, he totally disregarded the 45 minutes I had already spent getting to someone to help me troubleshoot my "no service" call. He would not schedule a repair until I took a corded phone to the demarcation point - which I had a difficult time opening (he offered no assistance) but told me he was not ALLOWED to remain on the line while I attempted to open the phone box. I would have to call back. He didn't care that I couldn't get to a human without going through all this again-- that wasn't his problem.
I asked for his supervisor -- he told me he had no supervisor! WHAT -- you have a bunch of people in a call center with no one minding the store!!!!! I managed to keep him on the line while I jiggled and prodded the box to open it... Just like the first KIND CSR had said -- I had no dial tone and it was Verizon's problem. I was forced to wait until the following Monday to get my phone service restored -- it had already been out almost a week!
The CSR did not apologize for his rudeness, nor did he care about our lack of service. Rude, through and through, basically Verizon would get there when they got there. Sometime between 8 AM and 5 PM -- Verizon would prefer someone would be at the house... yeah right! I can afford to spend a day waiting for the phone company... I don't think so!
I don't mind being understanding, but that man has no business working in Customer Service. HOWEVER, on the flip side, the first CSR was great, apologized for the inconvenience, etc. The field service tech was great! He had the problem fixed early Monday morning. Called me on my cell phone, verifying the line was again up and running. He was kind and courteous. So not like the second customer service rep I was forced to deal with. I told him about my call center experience -- he said he's heard it all before... and apologized for my experience.
I've had the same experience with their DSL service, too. But of course, the representatives were NOT American and barely spoke English, let alone understand it. Verizon is right up there with Comcast. Both Comcast and Verizon's field personnel are fantastic. Courteous and kind. Their phone centers need some work. If their stock tanks, I don't think I'll be shedding a tear. The good reps will always be able to find work. They know how to do their job...
Get to a human faster -- get to a kind, courteous human when you get to one AND one that won't belittle you and make you feel like an idiot. Why is it necessary to REPEAT over and over what the issue is -- they have computers, why don't they read what's on our records? They always ask if they can access your record... So happy they don't work for me. They would be called unemployed if they did. My customers come FIRST!
GRAPEVINE, TEXAS -- I purchased via promotional with Verizon a package that would give me a HDTV 2/1/2008. They told me I would receive in 6-8 weeks. When I did not I called their promotional dept. After being on hold for almost 2 hours I was told they had no record of the order. Finally they found my order and told me I did not qualify, then called me back and said I did qualify and would get a TV in 6-8 weeks again. A few days later they left it on my voice mail. Once again I did not qualify.
I went back into the store and confirmed again that I should be getting the TV. The salesperson said he would have his manager call me; that was two weeks ago. I went online and found that I am not the only person complaining.
At signing also I was told that if I signed on for premium I would get the TV. They said it would cost me $10 a month additional but I could downgrade as soon as I got the TV. In other words $30 for a HDTV. Sounded great! What I got was not premium, but I am paying more than they told me I would pay and I cannot downgrade because when they bound everything they say now I am bound for 2 yrs. Verizon is fraudulently advertising.
Also be careful, their product is interfering with the frequency of your garage doors. How about the door opening without human hands at 3am in the morning!!!! How about the door opener which once functioned about 75 feet from the door will not open without getting out of your car and searching for a signal 1 foot away from the door itself. Believe it or not, after calling them and receiving the following:
First, phone technician saying he never heard of such a thing and hung up on me. Second, phone technician heard of the problem and tried to change the frequency via the web on my computer. It did not solve the problem.
Third, phone technician said he would send someone out the next day. I waited and he never showed. Fourth, phone technician (manager this time) sent someone out. He changed out the unit in the garage but it worked long enough for him to get down the street. Fifth phone technician (manager this time also) sent someone out. He moved the unit away from the overhead door unit to another wall and wrapped it in foil. PROBLEM SOLVED!!!!!!!!!
RURAL, WEST VIRGINIA -- OK, well, you will have to read my first post entitled 'heartless fascist incompetence' by fascismsux to fully understand where I'm coming from here. But, I'll try to condense it somewhat. Basically, I had residential phone service installed in mid-to-late September 07, by Verizon. I've had continuous phone service ever since, though I have yet to receive a bill or statement or anything (I was told today that they are sending me a statement).
It's been on my to-do list to call them 'AGAIN' (geesh) and try to make sense of the situation, as impossible as that seems and as painful as it is to communicate with them. I finally did that (called them) today. What prompted me to submit myself to this? You might ask. Well, a telemarketing call did.
It's rare for my phone to ring, because, If I'm awake and not working or gone I'm usually on the internet. So, dial-up rules my phone line. And I also don't give - 'MY NUMBER'- MY #' - MY TELEPHONE NUMBER' - out, except for business type necessities. I am on the federal do not call list, as well. So, I let this morning's telemarketing call ramble on until there was an option to opt-out of being called or for the chance to talk to a human and tell them that I am on the 'do not call list', why are you calling me?
So, at the end of the call, they gave an option to push a button and be put on their 'do not call list'. I pushed the button, and 'MY NUMBER?' was spoken back to me along with the assurance that it had been removed from their call list. Well this is a good thing, huh? Except that the # that they gave as being my # isn't MY NUMBER, is it? Well, its not the # that has been assigned to me and thus it's not the same # that I give to people who I do want to call me back but who never do call back. Wonder why?
I thought maybe it was just an error on part of that particular telemarketer, but for curiosity-sake I went to my neighbors and 'called MY #', the one that was assigned to me when I installed phone service. The phone just rang and rang, my answering machine would not pick up. So I left the neighbor's phone ringing off the hook and went home to see if my phone was ringing. It wasn't!
So, I went back to the neighbors, dialed the # that the telemarketer said was MY # and sure enough, MY ANSWERING MACHINE picked up the call and I left myself a 'goddammit' sort of message. So, basically what I'm saying here is that VERIZON CHANGED MY TELEPHONE # AND NEVER BOTHERED TO TELL ME. Apparently, the # that I now have belongs to the house down the street that has been abandoned for about 6 years. This company, corporation, demonic entity, or whatever the hell it really is, truly is INSANE. What's next? GOD ONLY KNOWS?
RURAL, WEST VIRGINIA -- To begin with, about a year ago, my disabled mother tried to conversate with a Verizon representative as to how to lower her monthly phone bill and this naturally resulted in her next monthly bill being inflated about 600%.
The problem here was that because my poor mother didn't know the number (at that very moment of conversing with the rep) of the ISP that her son uses for dial-up, that she was subsequently charged exorbitant rates for the following month's ISP calls (yeah, they were local).
Her bill was usually something like $70.00 per month, it jumped to approximately $450.00. She lives on a fixed income of about $700.00 a month plus $10.00 a month of food stamps. The Nazis at Verizon wouldn't give her any refund, but after she gave them the ISP number the overcharging stopped.
Well this perturbed me and, anyway, times are hard here in West Virginia and I couldn't really afford my phone bill either so as punishment and a matter of justice I had my phone disconnected for about 7 months. I called Verizon to have my residential phone service reconnected. I got all the necessary information (I thought), account number, my new number, etc.
They wanted 2 separate checks for the process. One for a deposit of $40.00 and one for an advance payment of $55.00. He (the representative ) gave me the address to which to mail the checks. So, I mailed the checks to that address. After about 2 weeks of not hearing from them or having the checks show up at the bank, I gave them a call. I was told that the address that I mailed those checks to was not the proper address and that the checks would likely never get to the proper dept. I was advised to send 2 more checks using a local Verizon approved payment center which is what I did and my service was reconnected in a week or so, which is typical.
So, about a month later those 'lost in VerizonWorld' checks somehow got cashed. There were insufficient funds in my account so I was charged overdraft fees of $32.00 per check by my bank 'Citibank'. So, because a Verizon 'Nazi' whose job it is to take orders for new phone service wasn't capable of giving the proper address to achieve that end, I am stuck with having paid an extra $40.00 plus an extra $55.00 plus $32.00 free money for Citibank and another $32.00 of free money for Citibank .
I was mis-educated here in Appalachia, but I think that means they should owe me $159.00 counting all these items and an easily understood $95.00 if you do not count the overdraft fees. I've talked to several more Verizon Nazis as a result of this problem. I've been hung up on several times. Each Nazi is seemingly less capable of communicating anything more than mindless corporate gibberish than the last. The last one yelled at me, tried to talk over me and was as belligerent as any fascism-loving slave could be and then she hung up on me.
Last week I spent several hours getting together the relevant information and faxed it to them. I'm not sure what they got or what they think because when I called to find out I got belligerently mistreated and hung-up on. I was told that there was an investigation of the matter (whatever that means) but the Nazis that told me such didn't appear to have adequate information, nor did they want any.
I've been called a conspiracy theorists before. But, to me, it's easier to believe that this bank that is hemorrhaging money in the sub-prime mess and this telecommunications behemoth (they spy on us, ya know) are conspiring to steal money from poor and helpless me and Verizon 'got my poor mom too' , than to believe that the guy whose job it is to sit on his rear-end all day and tell people where to send the money could get that wrong and that nobody at Verizon so far can add $40.00 and $55.00 and not come up with $62.00. Well, maybe the Nazis will eventually send me something, but it's 2 weeks till payday and I don't have that $159.00 to get me through the month, in fact I'm broke and needing groceries NOW!