Verizon Triple Freedom

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The Lies They Tell
Posted by on
Rating: 1/51
LONG ISLAND, NEW YORK -- I was a Verizon customer for two years. I had a two-year contract which was set to expire in June 2012 and was sent an email by the company to renew.

I checked out their offer and it was only $5 more than what I had been paying originally. Being fairly lazy and not wishing to deal with switching services, I accepted the offer and signed up again online.

Big mistake!

Turns out the price I was quoted -- $94.99 plus taxes and fees -- was not what I was charged. I expected a first-month bill of about $130, but instead received a bill for $156.

I called customer service and this is where my troubles really began. Two reps outright lied to me, insisting that the price I had agreed to was $115 plus taxes and fees (adding up to about $137 a month).

When I pointed out that it made no sense for me to accept a $22 increase for a service that was exactly the same, the reps had no answer for me. I even gave them my order number, which they claimed they had no record of. One representative even covertly accused me of lying. And both of them refused to accept a forward or fax of the email confirmation that I had received from Verizon when I signed up again.

I called back the next day and spoke to two reps who really did sound like they wanted to help. While speaking to one of them, he magically found the email I was referring to -- confirmation number and all!

For a brief moment, I thought, perhaps, the situation could be resolved and laziness could prevail.

But, alas, it was not to be.

The representative proceeded to inform me that the quote for 94.99 was made to me while a $20 discount currently existed on my account, and that when the discount expired ten days after the offer was given to me, the price jumped $20.

Funny thing is -- I was never told about this disappearing discount, nor was I told that the offer of 94.99 was contingent on this ephemeral discount. Had I known the price of 94.99 was valid for only ten days, I would never haved signed back up.

I'm lazy, but I'm not stupid.

What irks me even more is that there wasn't even an asterisk next to the quoted price. Nothing to indicate that the price could even change.

This was a classic bait-and-switch: promise one thing, get people to sign a contract, and then switch the terms in such a way that people without a cadre of lawyers can do nothing about it.

I'm angry at Verizon because of the persistent lies they told me and the way I was treated by their reps who were doing the bidding of the Evil Empire they work for. I honestly have no idea how this company stays in business.

I haved filed a complaint with the Better Business Bureau and I intend to file a complaint with the state attorney general.

Thank God for cable.
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User Replies:
Suzy on 07/03/2012:
Why would you resign up with a new contract in the first place? Do they not allow a month to month service once your first contract ends if you continue with them with no changes? I have cell phone service with them with several phones on the plan and this is what we do when one of the phones ends it's contract. We continue on a month to month basis with no contract for that phone until we need to buy a new phone. Since we do not buy new phones until they are actually needed rather than when the newest ones come out, it works well for us.

Where I live we do not have FIOS or triple play available so I am not familiar with the terms. But for me if they did not require a new contract to be signed every two years to keep service I certainly would not sign one at even the promised $5 increase for the same exact services. If they required a new contract I probably would not stay with them in the first place.
trmn8r on 07/03/2012:
It would be interesting to see the email in question. Perhaps you could paste it here or in your complaint, with your name redacted.
BrachaJustin on 07/03/2012:
I signed back up because they gave me an incentive. Turned out, the inventive was basically being paid for by me -- and then some.
BrachaJustin on 07/03/2012:
I'm new to this site. Is there a way for me to upload the email? I could simply copy/paste it, but I'd like to show people Verizon and all its 'glory'.
rush2112 on 07/04/2012:
I have been month to month for 3 months.Been a customer since NYNEX Mobile Days.I use my phones until they die.I got 5 years from 1 phone
BrachaJustin on 07/05/2012:
This is not about Verizon wireless, though they're evil, too.
BrachaJustin on 07/07/2012:
I have now signed up with cable. The funny thing is that while cable was in my house, Verizon called to see if there was anything they could do. Erm . . . Where were they for the entire week? The answer: They only cared about me once I was no longer a customer.
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Bundle Service Deceptive
Posted by on
I have had my phone, internet, and satellite service bundled in my home since August. My promotional service is supposed to end in 12 I should have a month or two left, especially since my twelve months didn't start until after a few bills and many angry phone calls. Apparently not.

Let's start from the beginning. I saw one of those ads for 79.99 or 89.99 for bundled service, I honestly forget which because after taxes and such the bill was supposed to be around $100. Okay, fine.

The first angry phone call came when my husband took a day off work to meet the Direct TV guy. Verizon set the appointment on some day between, like, 8 am- noon. This appointment was set at the time I ordered the bundle. They never showed. I was informed by Verizon after button pushing and being transferred a few times that "I requested" the appointment be canceled, and that the original appointment "I" had set was for 2 am on a Sunday. How was that even possible for the customer service representative to set up in the first place? Also, my name was spelled wrong, so she changed it in the computer.

I set another appointment through Direct TV themselves. They showed up on time.

The second angry phone call came when I was promised internet service on September 1st. They had not sent my modem. I asked where my modem was, and after being transferred around for a while, was told by some guy from India that they could not send my modem until my "line was fixed." and would have service on the 5th. I wondered how I could gain access to the service with the "fixed line" without a modem, rendering my promised service on the 1st (now 5th) completely useless. He honestly didn't understand why I was upset about having the internet floating around my house on the 5th with no modem. I gained access to the internet on the 9th. He told me that he'd change my name so it'd be spelled right from now on.

The first bill came prorated (first 2 months on the same bill), so was (since it was wrong, too) over double what I expected. I was smart enough to divide it by two and figure out what was wrong before I called. After calling that insipid customer service line and being transferred around for a while, (and telling them they had my name spelled wrong) I was informed that "I" never requested the bundled service so my account was not set up that way. They would fix that now, along with my misspelled name.

I'd also forgotten to claim a discount off the Direct TV service. I called them directly. Their portion of the bill was correct the next month.

The next Verizon bill was still wrong. More entering my account number, saying yes and no, pressing one through five, and getting transferred for a while. I was informed that "I" had changed my service so that it was no longer bundled and could not receive the discount. "I" sure seem to be calling Verizon a lot in my spare time to volunteer for a higher bill. After much angry yelling, somebody eventually found a $25 discount to stick on my bill to shut me up for 12 months. This made my bill close to $95, which is what it should be, but I don't think I ever got the elusive bundle package that doesn't seem to exist. Also I told every person I talked to that my name was still spelled wrong.

It's June now. My name is still spelled wrong. My bill is back up to $130 for no apparent reason. I'm actually almost willing to shell out just so I don't have to deal with their customer service.

In case you're wondering, the phone service itself is fine, I only lost TV service once when the dish had about a foot of snow on it, and the internet is a tad slow for my tastes once in a while. Even still, this company is not worth the trouble. I might keep Direct TV, but you can bet I'm never signing up for a Verizon product again.
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goduke on 06/08/2009:
I can pretty much assure everyone in the universe that yelling at a Customer Service Rep is not going to get them to work harder for you. It will make the CSR simply quote policy and read you exactly what's on the screen. It's always best to remain absolutely calm and, if you don't like what you are hearing, start to escalate up the chain.
Principissa on 06/08/2009:
I will agree with goduke. Any time I call into a customer service center I can assure you that by being nice not only are they willing to do more for me, I wind up ending the conversation happy because I got the results I wanted.

On the other hand I have called into call centers for whatever reason and have spoken to some of the nastiest reps ever. All you can do with a rep like that is remain calm, stay polite, and firmly but calmly ask for a supervisor. Once the supervisor hears how calm and polite you are they will realize that you are not just some belligerent customer and will most likely assist you to the best of their ability.

Again, if you aren't satisfied there is nothing wrong with escalating up the phone tree until you get someone who will help you. But your attitude will affect how much they are willing to do for you.
JaimeP on 06/08/2009:
I'm actually usually a very quiet and polite person. Verizon is actually the only company that I've ever raised my voice to, and as soon as I did, my husband actually finished the call and got the $25 discount. While I've always know it's not the rep's fault, you can really only calmly explain your situation to so many people when the previous one assured you is the right person to fix it. You can also only remain so calm after months of having to spend 2 hours on the phone after receiving every bill.
Anonymous on 06/08/2009:
This review certainly is really making me think about NOT switching to Verizon.

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Verizon Scam
Posted by on
PITTSBURGH, PENNSYLVANIA -- If you receive an offer from Verizon that looks to good to be true, it is.

In July 2007, I received a letter from Verizon offering a Triple Freedom package; phone, internet, and satellite TV service for 89.99 a month for 12 months. I called Verizon to verify the offer, and my husband and I decided to go with it, as we were fed up with Comcast's high prices.

Installation was set up for July 24th and 25th, and the installer for Direct TV arrived promptly on the 24th. An hour later I had satellite TV, which I actually like better than Comcast cable.

However, Verizon called me to reschedule the installation of my phone service, first pushing the date back to July 27th, then July 30th, then finally to August 2nd, when phone service was installed.

In the meantime, I had already received my installation kit for DSL service, but was told I had to wait 1)until the phone was installed (duh)
and then 2) had to wait until Verizon checked my lines to make sure that I could receive DSL.

I already knew I could get DSL, as I am only 3 blocks from a Verizon DSL hub, next door neighbor has been a Verizon DSL customer for 3 years.

I didn't get the okay for Verizon DSL until August 18th.

Anyway, it seems that with all the delays, somehow my bundled package deal got 'unbundled'. I have so far paid around $450.00 MORE than what I was originally promised. That includes an installation fee for $95.50 from Direct TV, when installation was supposed to be free.

I got that bill a week after installation of the satellite service, which tells me that Verizon either unbundled my bill as soon as they pushed back the first installation date, or they never really bundled it at all.

I was told, that for all three services, and with 3 extra TV receivers, my total bill (ONE bill, from Verizon ONLY) would be $105.00 per month, plus the various fees and taxes.

Not happening. I get a bill from Verizon for phone and internet, and a bill from Direct TV.

I have called Verizon 6 times in 4 months about this, and they go through all the motions, then we do a conference call to Direct TV, and nothing gets settled. I just got both bills from both companies again, and even though they are showing discounts, the bill is far higher than it should be, and I still want them bundled.

I have been told by Verizon that it is Direct Tv's fault, and they tell me it is Verizon's fault.

The only consistency is that with each call to Direct TV, they tell me that it was Verizon who unbundled my package, not Direct TV.

I have also been told that to get it rebundled, I need to pay the Direct TV bill down to zero, call Verizon, tell them, so they can send a 'request' Direct TV to rebundle my package. I've done this.

Still not happening. On my last call to Direct Tv, I was told by a supervisor, to 'cross my fingers, and lets hope that Direct Tv okays Verizon's request to 'rebundle' the original offer.

Personally, I hold Verizon responsible, as they are the ones who made the offer, they are the ones who 'unbundled' the package deal, and they are the
ones who went after a partnership with Direct TV, so that Verizon could compete with Comcast.

To be honest, I am happy with the services I get from Verizon, there's been no problem with phone or internet, and I certainly do NOT miss Comcast's annoying as hell Comcastic ads.

I just want what I signed up for.

To pass the time, I have sent letters to local TV consumer reporters, and to the BBB, and the state attorney general. Not that I don't have better things to do, it's just that I can't be the only person who fell for this and is not getting what we thought we were.
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User Replies:
Principissa on 11/29/2007:
If I were you, I would give them one more time to get this right. It sounds like you have wasted a lot of time and energy trying to fix their screw up. If they can't get it right this time, I would seriously consider moving your services and taking your business elsewhere.

Demand but be firm that they need to make right what they have wrong.

Try calling these numbers and see if it gets you anywhere.
customer advocacy

customer retention

And if that gets you nowhere try these numbers.
Verizon Executive Contact Info

Bob Barish
Senior Vice President & Chief Financial Officer
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-1629
fx: 908-696-2156

William Barr
Executive Vice President & General Counsel
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 212-395-1689
??: 908-766-3836

Bruce Beausejour
Vice President & Associate General Counsel
State Regulatory, NY and New England
185 Franklin St, 13th Floor
??: 607-743-2445 (Brenda?)
fx: 607-737-0648

Maura Breen
Senior Vice President
General Manager
New York Region Rm 3108
140 West Street
New York, NY 10007
ph: 212-321-8170 (alana picks up)
fx: 212-964-4072

Mike Hassett
Senior Vice President
Business Solutions Group
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-2505
fx: 908-766-5194

Holyce Hess Groos
Vice President & CFO
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-5507 (direct)

Suleiman Hessami
Vice President
Pricing & Contract Management
22001 Loudon County Parkway
Ashburn, VA 20147
ph: 703-886-2017 (Pam picks up)
fx: 703-886-0116

John Hoey
Vice President
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-4760 (Robin picks up)
fx: 908-766-3965

Jerry Holland
Vice President
CLEC Operations
175 Park Avenue Rm 125
Madison, NJ 07940
ph: 973-350-5111
fx: 973-660-1065

Bob Ingalls
Executive Vice President & Chief Marketing Officer
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-1112 (Shaw? picks up)
fx: 908-696-2210

Virginia Ruesterholz
Verizon Telecom
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-1069 (Diane picks up)
fx: 908-696-2135

Joseph Russo
Vice President
Service Assistance Support
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-2266 (Robin picks up)
fx: 908-696-2175

Tom Tauke
Executive Vice President
Public Affairs, Policy & Communications
140 West Street, 29th Fl
New York, NY 10007
ph: 212-395-1032
fx: 908-696-2036

Doreen Toben
Executive Vice President & CFO
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 212-395-1057 (Doreen Thompson picks up)
fx: 800-295-5136
voiceoff on 11/29/2007:
Are you saying you have the triple play but are not getting the discounts becaseu all three were not started at exactly the same time? That is absurd. Often people add a third to then qualify for the triple. Keep plugging but something is fishy here.
decco on 12/01/2007:
Principissa, thanks much for all the contacts, I'll be trying them Monday, as I once again have to call Verizon to resolve this.
Voiceff, what's 'fishy' about this? I still have the original letter I received from Verizon with the original Triple Freedom offer that I wanted. Original price, 89.99 for 3 services-phone, internet, and television through Direct TV. I am supposed to get one bill from Verizon for 89.99, plus a 15.00 dollar fee for 3 extra receivers plus added taxes and fees. What I am getting, finally, is a 65.00 bill from Verizon and a 60.00 bill from Direct TV. Both bills reflect various discounts and credits, however, I'm still writing 2 checks a month instead of one, I still had to pay a 95.00 fee for Direct TV installation that should have been free, I'm still paying approximately 10.00 a month more than I should be, and I still can't get these people to actually do anything to fix this. I know 10.00 a month doesn't mean much in itself, but that's a 120.00 a year I can use elsewhere.
And yes, I'm unbundled. Direct TV has told me repeatedly that I was charged for installation because when they sent that charge to Verizon, Verizon sent it back as unbillable.
I have been told that happened because Verizon sends it's bills out after Direct TV does. That doesn't make a bit of sense to me, or how else could they possibly offer a package with all three services if they can't coordinate their billing?
Anyway, I have every conversation with Verizon & Direct TV written down, dates, names, and all the excuses. The only constant I get is that Verizon caused this problem by sending that installation fee for satellite back as unbillable, and as far as I am concerned, Verizon owes me at least 95.50, which I would be more than happy to accept as credit on my bill.
voiceoff on 12/02/2007:
decco, I meant fishy on Verizon's part, not yours. They seem to be saying you can't get the triple now but even people who start out with two can add a third so why are they saying they can't coordinate unless started at same time? And that is what you rquested, also.
decco on 12/03/2007:
Sorry, misunderstood. Yes, somehow, between the installation of satellite tv and the installation of phone and internet, there was a problem with billing, the installation fee, to be exact. Direct TV sent the installation bill to Verizon, who, according to Direct TV, sent it back saying it was 'unbillable'. Because of that, Direct TV sent me the installation fee. According to Verizon, I do have the Triple Freedom plan, even says so on my Verizon bill. But only 2 services are on that bill, phone and internet. I get a separate bill from Direct TV. I have been repeatedly told by Verizon that they have to put in a 'request' to Direct TV to add their portion of the bill to the Verizon bill. One Direct TV rep even told me to 'keep my fingers crossed' and hope that the latest request went through and was okay by Direct TV. Go figure. My husband and I have pretty much decided to drop the landline and just use the mobiles: will get broadband from Comcast, and keep Direct TV. And in the meantime, I will keep after Verizon to refund what they owe me.
lbzsthby on 12/29/2008:
I signed up for the Verizon Triple Freedom plan online without consulting a Verizon salesperson. This plan even without the 1 year promotion is less than the horrible cable service I had. I read every letter Verizon sent me confirming my orders, explaining my service, etc but I 100% agree with you it is confusing and misleading! I realized my plan was unbundled when I received a bill from Direct TV. I found and called a number on a letter that Verizon sent confirming my Direct TV service. A week later the charge was removed. I am actually trying to figure out another issue because my plan has been changed again. You really need to read between the fine print when dealing with Verizon.
JustWantToGetWhatItSaid on 01/22/2009:
Here is what happened when I tried to sign up for the Verizon Triple Freedom Bundle: (This is the second representative I got into a chat with, after spending 45 minutes with the first one. You'll probably sense my frustration).

Nicholas: Hello. Thank you for visiting our chat service. How can I help you bundle up and save with our High Speed Internet and FiOS packages?

you: I was almost done, but it told me to pick a different package, and although the difference between the packages looked like $10, it made my monthly bill go from 107.60 to 127.60

Nicholas: May I ask what packages are you referring to?

you: directv plus hd dvr versus directv plus dvr

Nicholas: May I ask what equipments did you selected?

you: I'll tell you what I want, you tell me how to get it. I have 4 TVs. 2 are HD right now, and I plan to upgrade a 3rd within 3 months. I want HD DVR on main TV, HD service on other HD set right now, HD box for set I plan to upgrade, and regular box for 4th TV. I'm trying to get the choice extra triple freedom bundle with 3MB internet service.

Nicholas: As you want HD DVR, you will have to upgrade your TV package to Plus HD DVR.

you: OK - but at 72.99 vs 62.99, shouldn't my total go from 107 to 117, not 127?

Nicholas: I suggest you to first complete phone and Internet selections and reach DirecTV selection page and let me know.

you: I did - that's where I am

you: I mean 107 to 117, not 127?

Nicholas: There will be equipments charges that will be added to final total. I suggest you to complete all your selections first and proceed to Review Order page and let me know.

you: I did - that's what I'm saying. For equipment I am ordering 1 standard receiver, 2 HD receivers, and 1 HD DVR. It is my understanding that all of the equipment will be covered by rebate.

Nicholas: You will get rebate for HD DVR and first standard receiver only. That's what I am saying. To get better understanding of charges, proceed to Review Order page so that I can also explain you in better way.

you: I'm there - I don't understand what you are trying to say. Here is what I see:

you: Standard Receiver FREE HD Receiver (2) $198.00 DIRECTV® HD DVR™ $199.00

Nicholas: Please try this link and make you selections again.

you: Why? What I want is 3MB internet, Choice Plus with free Showtime, HD service, 2 HD boxes, 1 HD DVR, and 1 regular box. What am I going to pay? I think all of the hardware is covered by rebates. Is that correct, or not?

Nicholas: May I have the state the service will be located in?

you: Provided the rebate part is correct, the only issue I have right now is the difference between the two TV services, directv plus hd dvr versus direct tv plus dvr. The pacakges are 10 different , but when I switch between them my total goes up 20.

you: Massachusetts

Nicholas: When you order a Verizon Triple Freedom package with DIRECTV service billed through Verizon you receive a bundled price starting at $119.99 per month (plus taxes and surcharges).

Nicholas: This plan combines our Verizon High Speed Internet Service (3 Mbps) with Freedom Essentials (Voice), and DIRECTV(R) PLUS HD DVR(TM) service billed through Verizon.

you: the guy I talked with on the phone said this:

you: Triple Freedom $79.99

you: Add $10 to upgrade to 3MB and Choice+ including free showtime.

you: Add $10 for HD

you: Total $99.99

you: first 4 receivers, installation, and modem free.

you: HD equipment covered by rebates

Nicholas: I provided the package directly with Plus HD DVR TV package included.

you: so what happens if I order the directv plus dvr package, and the 2 hd boxes and hd dvr?

you: and why does the package jump up 20 even though the difference between directv plus hd dvr and directv plus dvr is only 72.99 vs 62.99, or 10, not $20?

you: are the boxes going o be covered by rebate, or not?

Nicholas: Let me get it straight. Select Freedom Essentials phone plan, 3 Mbps Internet speed, Plus HD DVR package, 1 HD DVR, 2 HD receivers, 1 SD receiver and check price on Review Order page. Rebate is available on HD DVR only.

you: so I would have to BUY 2 HD boxes for $99 each !?

Nicholas: Yes, you are right.

you: Dude - I'm not doing that. What are the other options? The bottom of the thing from Verizon says you can lease equipment for $4.99 /month

Nicholas: Yes, that's for standard receiver. First standard receiver is free. Please Note: The $5 discount off the price will not reflect in your shopping cart. The special discount will reflect as a credit on your bill.

you: offer says $0.00 for first 4 units. Standard Receiver $0.00 for the first four units; $69 for each additional unit (Credit restrictions apply). Learn more Included (1-4)

you: can I get 2 free regulars, 1 HD free with rebate, and 1 HD DVR free with rebate??

Nicholas: Yes, there is no one time fee for first 6 standard receivers however, there is $ 4.99/mo access for second standard receiver onwards.

Nicholas: For a limited time, when you sign up for a qualifying Freedom plan you are eligible to receive $5 off the original price for twelve months.

Nicholas: Please Note: The $5 discount off the price will not reflect in your shopping cart. The special discount will reflect as a credit on your bill.

Nicholas: So you can consider 2 receivers for free.

you: Now I'm really confused. Are you saying that if I get 4 receivers I will be billed $4.99 x 3, but get $5.00 per month back? So even though I am "buying" the receiver, and getting a rebate, I'll still pay $4.99 per month for it?

Nicholas: As you have selected 2 standard receivers, you should actually pay $ 4.99/mo each. However, as lease fee for first receiver is waived of, you just have to pay $ 4.99/mo for 2 receivers which will be balanced for $ 5/mo extra discounts. So practically you are not paying anything for 2 receivers.

you: tell me how the rebate works

Nicholas: Are you referring to HD DVR rebate?

you: no - just hd box

Nicholas: The DIRECTV(R) PLUS HD DVR(TM) delivers over 200 channels including your local channels and programming for family and children, the best sports networks, a variety of news and entertainment channels, commercial-free music stations, the best HD channels and DVR service! To access DIRECTV HD programming, a DIRECTV HD Receiver, DIRECTV Slimline dish and HD television are required. There monthly rate is $72.99 (plus tax). Order by March 3, 2009 and receive an $8 bill credit for 12 consecutive months after online or phone-in rebate. That means you only pay $64.99 per month for 12 months! Plus you get free STARZ(R) and SHOWTIME(R) for 12 months and a FREE HD DVR receiver upgrade!

Nicholas: Is there anything else I can help you with?

you: I can not begin to tell you how confused you have made me, or how much time I feel like I've wasted.

Nicholas: I am sorry however, I will tell you only that charge which you have to pay.

Nicholas: Its my duty to introduce you with all applicable charges.

you: This has been a terrible terrible experience

you: I think the offer is deceptive

Nicholas: Thank you for using Verizon's chat service. See how customers are helping customers on our brand new Verizon Forums site located at:

Chat InformationYour chat session has been terminated by the Verizon chat representative.

hootandkelsey on 03/03/2009:
ter on 04/24/2012:
I also have the worst experience.I signed up for virizon 4G service for 50/ month. for the first couple of days the network was very bad and I didnot use it.after two weeks I called customer service and they said I would have to register ( install)something in my computer to get the right service. the network was faster after the installation, used the internet for another two weeks. then they sent me a bill writtent in Spanish and the bill was about $600.00 I said this must be a mistake. may be they use the wrong bill. I went to the store and ask them if this is my bill. they said they will give me the English service and said they do not do the billing. I disconnect the service the same exact day. then someone called me and said I have a bill due and I have to pay $600.00. I use the internet for a month and I did not even work properly, I am responsible for only what I signed for, which is $50. they said they do not know why they send me this bill, they cannot explain it. now they are keep calling me. I donot know what to do . they cannot explain why I get that much bill.
highctryman on 07/11/2012:
Verizon is a malicious, crooked not trust those rats.
David on 02/13/2013:
Just do not use Verizon for anything, it is the worst company to deal with, save your time and effort, go elsewhere, timewarner phone is as good, clear network is better, cheaper, just don
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Don't be overcharged by Verizon
Posted by on
Warning: “Senior Citizens and Potential Verizon Customers – Don’t be Overcharged.”

About eight months ago I contacted Verizon about a promotional flier advertising a Triple Freedom Bundle (Phone, Internet, and DirecTV) for $79.99 a month. I contacted Verizon and was assured the flier was correct and there was not any additional charges. I ordered the package plus two extra receivers($10.00 extra).
I received my first bill dated 4/19/09 for $225.76(12pages). Since then, I have contacted Verizon over 20 times on the telephone and wrote four letters(three to the Chairman and CEO). By writing to the CEO I finally received a response. I’ll have to say, the Verizon supervisors were well schooled in the complaint department. They had an answer for every question I had except one – Why was I not informed about the extra charges before I accepted the Freedom Bundle? I know the answer, if I were aware of the extra charges beforehand, I would not have accepted Verizon’s services. I finally got approximately $100.00 removed from my bill after spending hours on the phone complaining.
I have contacted three agencies about this matter.
Pennsylvania Public Utilities Commission – Their response, they only deal with phone service, not the Internet or DirecTV. They told me to contact the Attorney General’s office.
I contacted the Pennsylvania Attorney General’s office almost six months ago. I received a letter from the Attorney General around 12/20/09 and I responded the next day – I said, I want them to pursue this complaint.
I also complained to a Pennsylvania Congressman about four months ago, with no response. His staff has not returned any of my calls.
Does anyone feel Verizon has overcharged them. Please let me know. This is the first time I have used the Internet to ask for help. If you have any ideas of what I can do, please tell me.

Thank you for listening to me. As an individual senior citizen I do not think any Government agency will stand up to Verizon. I still feel Verizon business tactics are unethical and unscrupulous. I’m tired of big business taking advantage of us, are you!

Ronald Fox
My e-mail address is
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warddw1526 on 03/24/2010:
What were the extra charges? activation fees? Usage fees?
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Thinking of switching to Fios, think twice.
Posted by on
If you're thinking about switching to Fios, I have to ask you one question - why? First off, they may run fiber optic out on the pole, but once it gets to you house, it's still coaxial cable. I can't imagine how that is an improvement over coaxial cable all the way. But let's pretend that's not the case. Verizon's customer service is without a doubt the worst I've ever encounter in any industry in my entire life. I am not exaggerating. It's the worst.

All I did was try to sign up for service. I stopped at a kiosk so I would always be assured of dealing with the same person. I also wanted to keep my phone numbers. He signed me up then told me I couldn't bring my numbers. I said thanks, but no thanks. Later he called me on my cell phone to tell me he could do it. 5 trips to the kiosk and 8 phone calls from the central customer service center later, after I had given up any hope of keeping my numbers, the installer showed up with the wrong equipment. He also told me I could bring my numbers and the whole process started over. I could go into far more detail, but what would my novel be about. It was crazy. As I told people my story, no one who had dealt with Verizon was very surprised.

I think the surprising thing is that Verizon is still in business. It doesn't seem possible to give customer service that bad to that many people and maintain a customer base. Even the installer who came out but never installed anything agreed it was tough to get anything done there as no computer systems talk to other department computer systems. Then we laughed at the irony that they are a communications company and he put me on the phone with customer service and left.

In the last twelve years I've had Dish Network (very good customer service) DirectTV (mediocre customer service) Optimum Online ( pretty good customer service) and tried to switch to Fios and I'm very glad they couldn't do it.
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Beware of Verizon Bundles
Posted by on
I've been a Verizon landline customer. When FiOS came to town I was really excited. I called and ordered FiOS TV and upgrade to FiOS internet. Anyway, that lasted almost a year with no real problems.

Then in Dec. I signed up for their Wireless family plan. I had two phones unlimited and two with shared minutes. I didn't have the web on the phones, all had unlimited texting. Anyway, along comes February when I get this huge bill for $600 on top of my regular charge and that was only for the wireless. I called them and asked what was going on and they said the two phones went over their minutes. They offered to make them unlimited retroactively, I accepted and made a payment of $600. Then she said, you should probably bundle it to save I did. I also turned off my landline to try to lessen the burden. Next thing you know I can't get into my account online for TV and internet. I could only see wireless. When March rolled around I got my wireless bill of $1100 even though I had paid $600 at then end of Feb. I called them and they were all full of sorrys and told me they would rebate my bill. I paid another $600. In April my bill was normal, finally! Then I get my FiOS bill in the mail and they wanted $1171 to keep my TV and internet from being suspended. I called them, they said call wireless. After an unbelievable amount of time on the phone the representative tells me, once again, they're sorry and will rebate me the money but I won't see it right away (this is a trick they play) I paid the $1171 and kept the service. Now it's June I paid $700 in the first week. I get a FiOS bill for $1900 give or take and they want $1600 by June 28 to keep my services. I call again and explain I'm getting a rebate from wireless. After hours on hold and being shuffled around FiOS reps one calls wireless with me on hold. She gets back on and says they will rebate you but only $341. WHAT?

Today it's Sept. I now owe FiOS $1875 to keep my services and that doesn't include new charges of $160 and $429 for my wireless. I now can see my FiOS bill online and it shows my cell, however I can still see my cell bill separate and both places ask me to bundle them????

Oh yeah, Verizon wireless put me in collections for $641. And if any of you are wondering, none of the wireless charges are for using the web. After going over all my bills I found wireless NEVER even made the two phones unlimited until April. AND they NEVER gave me a rebate.

All I can say is, See Ya, Verizon. You win! I give up. I can't take anymore.

Beware of Verizon.

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MSCANTBEWRONG on 09/15/2009:
Good Lord...why in the world would you pay those outrageous charges? You may want to contact an attorney and file a small claims case against them for breach of contract and to get a refund.
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Worst company /overcharges
Posted by on
Absolutely the worst service. I have lost my job temporarily and I decided that instead paying RCN $145 per month (which included all premium channel, 3mbps internet and phone) I will take that irresistible offer Verizon has been sending me in my mailbox. Great I thought I will pay $99 for all three services (I downgraded to basic cable- but at least I would be saving almost $45) a month. Little did I know that not only I would get less than half of channels I was receiving before but also 1MBPS internet speed ( if you don't know what that means - I will tell you it means same as what you used to get using dial up) OK but at least I thought I am saving money. BUT WAIT! My bill is more than before, total bill amount $160!!!!!!!!!!!!!!

Spent hours on the phone trying to figure out why something that was initially $99 became $160. I still don't know why, bottom line contract is for one year so I am out of luck. If I could give anyone an opinion I'dd say this: Not even to my worst enemy would I recommend Verizon!
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bcd on 08/31/2009:
You get what you pay for. Pay less get less. Maximum dial-up download speed is 6kb/s. Your 1mb/s is at least 150 times faster. Maybe your bill is higher because of your poor math skills.
Giap357 on 09/01/2009:
Firstly, I did not post this to offend anyone, my one and only purpose for this posts is to inform other fellow consumers about my experience with Verizon. From the comment you have given me, I can deduct that your purpose for being part of this online review community is to portray your arrogance which is so 1978’.
Have you, I wonder heard of a ‘hyperbole’, it is a form of speech through which one can exaggerate a description, nature of a certain circumstance? In other words when comparing my 1mbps with dial-up, I have made just that “I used that form of speech that they teach you in 3rd grade – the hyperbole”.
One more point, when you sign up for something which is advertised at $99.99 and you receive bills in the amount of $160, ( please do the math) 60% higher than advertised – do you doubt Verizon’s math skills, or do you doubt the legacy of its advertising techniques.
Even when you do add and take in consideration taxes, the total bill should not be as high.
OK so after talking to them for 3 hours total, and receiving different opinions based on the customer service representative that I had the pleasure to talk to here are the facts:

$13 extra for modem rental
$5.99 some cable warranty protection – which although I did not request ( I would rather die a slow death under the A train than requesting such things) – I obviously canceled upon learning of this fee, cancellation which had cost additional $10 (again I never requested this, and neither was I ever informed this would be added to my plan)
$21 rebate from Direct TV was never applied to my bill, although when calling Direct TV they tell me they have issued me the credit.
Guys I am not here to be arrogant, to insult anyone my sole purpose is to tell others and possibly save someone this ordeal, else wise here is my damn 3 cents opinion after signing up I think I am entitled to one!
MSCANTBEWRONG on 09/01/2009:
Good thing you were able to cancel. Thank you for the information and the post.
bcd on 09/01/2009:
Maybe their advertisement was a hyperbole.
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Verizon Bundle Scam
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BOSTON, MASSACHUSETTS -- BEWARE of deceptive practices by VERIZON. I agreed to bundle my telephone, internet and Direct TV with Verizon. Verizon did not explain that by doing this I was entering into a two year contract. DIRECT TV installed the service but it was not the package I agreed on. They only provided a HD box for one TV. When I told them I needed one for my other TV as well they claimed it was a mistake and that I could swap the boxes by calling DIRECT TV. What they neglected to tell me is that there is a $100 fee. Verizon did not explain any of the other equipment fees as well. I told them I needed four boxes. I only received two and now I am told I have to pay $285 to add two more boxes. It is unfair that they do not explain these things because unless informed Consumers do not realize what they are getting into.

BEWARE BEWARE BEWARE Don't trust Verizon. After they hook you they blame it all on DIRECT TV and vice versa. Both companies can go to hell as far as I'm concerned.
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uncle gringo on 04/09/2009:
SAME DEAL. My wife signed up for all 3 bundled, phone & Direct TV installed next day. They kept sending me modems for DSL, then sending me return stickers and a letter stating that I would be charged almost $100 if it was not returned (3 times!) Upon calling I was informed that Verizon had cancelled my DSL service, with no communication whatsoever. After 6 weeks, a tech finally explained to me that there were not enough distribution lines in my neighborhood and Verizon would not be able to provide me w/ DSL service. I would then receive a bundle for phone & Direct TV for 69.99 per mo. BS!!! I have never received a bill under $100, my plan was "unbundled" and today upon my calling to disconnect service altogether found out that when we signed the Direct TV installation papers (verifying the work was done, we were told) we apparently signed a 2 YEAR CONTRACT!!! This was never disclosed by either Verizon or Direct TV, and is FRAUDULENT!!! I never received the package that I signed up for, therefore ANY CONTRACT IS LEGALLY NULL & VOID! Both companies refuse to resolve this matter, so here's what I'm going to do... I will locate the nearest Direct TV outlet, return THEIR property (DVR, rec., remotes) and ask someone to sign off that it has been returned. Of course, they will refuse to do so, that is why I will be video recording the entire transaction. I will refuse to pay either company 1 RED CENT beyond the service that I have received, and will send letters of complaint to BBB, State Corp. Commission, and my flippin' congressman if needed. If my credit is affected in any way by dealing with these scumbag corporations, I will be filing suit. Everyone here who has experienced the same fraudulent scam should file class action. We cannot allow these corporations to steal from us, and our "representation" will not protect us as consumers. WE MUST FIGHT! Start recording telephone calls with these companies (they do), and air their BS on youtube or wherever, anything to inform the masses and hit 'em in the pockets as much as possible. We the consumer must weed out corporations that do dishonest business by mass boycott. Get creative with the methods by which to inform people. THIS IS NOT OVER!
Dawn C on 07/09/2011:
I am going through the very same scenerio! I was also told I have to go with Direct TV and am now stuck with the 2 year contract! I am so angry. I was told there is nothing that can be done although the Verizon commercials clearly state that are no contracts. It is clearly false advertising and each company is blaming the other. I want to scream!!!
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Verizon Is Sneaky With Their Bundles...
Posted by on
HELENDALE, CALIFORNIA -- Verizon is by far the worst telephone company I have ever dealt with. I HAVE SPENT OVER 10 HRS ON PHONE TRYING TO RESOLVE CONNECTION ERRORS. they must manually feed the cables through the lines. Slowness, incompetence, tormenting the customer and making stupid errors best describe Verizon. NOW, VERIZON WANTS TO HARASS ME AGAIN. I signed up for a bundle offered online for under $110 with first DSL internet month free, and $200 American Express gift card .
The bundle includes DSL service including free wireless router, Verizon freedom essentials and DirecTV-Choice Extras plus DVR/HD DVR.

A FEW DAYS AFTER SERVICE IS WORKING, THEY send me an email INDICATING that my plan has changed & I will now be billed for A TRIPLE FREEDOM PLAN for additional $31.99!!!!!!!!!!!!!!!
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tnchuck100 on 05/14/2008:
"...they must manually feed the cables through the lines."

Can you explain this in more detail?
cwcrosby42 on 05/15/2008:
Wait 'til you've had it for a while; our rates are going up $10 per month. 22.45% in the last 10 months.
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$89.99 Verizon Bundle Is $149.83
Posted by on
I have had Verizon installed on June 10th 2011. It was supposed to be for $89.99 And I am getting billed for $149.83 For the first month and $133.86 For the second month. Bs, you get a good deal from Verizon.

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leet60 on 07/22/2011:
The first month I could possibly see a higher charge as most services such as these are prorated for the remaining days in the month in which the service was not billed in advance. The second month I agree is confusing. Were the additional charges for service charges/taxes etc?
trp2hevn on 07/22/2011:
I agree. Most service plans have a higher bill the first billing period since you have to pay the following month in advance plus what little you used for the previous month. I wouldn't doubt that there might be $44 worth of fees that the local/state/federal gov't tacks on. Did your 2nd bill explain the breakdown of charges?
NickL11354 on 07/22/2011:
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