I work from home and needed to move into a different room, so I contacted Verizon to add a new phone jack and would move my office as soon as it was installed. Verizon has been my phone company and DSL provider for over 8 years and I still had the Westell B90 modem. It was definitely an old model, but I had "no problems" at all until the "upgrade". It sounded great! My bill would actually be less and my internet speed would be awesome!!! The CSR on the chat line ordered everything for me and set the appointment for the install. I was excited.
The install was seamless. It turned out to be a friend that works for Verizon that came out and he is great. About an hour later... that's when my nightmare begins. The modem arrived and was easy to install. No trouble at all, EXCEPT the CSR failed to inform me that it would take 24-48 hours to "upgrade" and I would not have any internet access. This is a problem because my business relies on my communication via email and also maintaining my customers accounts online. When I contacted "support" is when I found out about the delay, and had I known would not have agreed to the new service.
The next day it got worse. I had to go to an internet cafe to reach tech support because cellular service in my area is horrible and my Verizon wireless card had poor reception. It started with a quick chat with tech support who told me that my service would not start until later that day. The only good thing was that when I returned to my office, the internet worked! Well sort of. My "high speed" was only 1/2 of what I was promised, but I was OK with that. It was much faster than I had, kind of.
So now, I am ready to get on the phone to generate new business and maintain accounts. THEN, the unthinkable happens... my phone, which I have been using without any issues is not allowing me to dial out. THEN, the phone rang. It was a customer and it seemed that all would be better EXCEPT the call dropped at about 60 seconds. So I called someone in another office, and the phone worked!!! Kind of... it let me talk for 30 seconds, then we could not hear each other.
The great thing with companies like Verizon is that some of them have "live chat" for "tech support". The bad thing is that these people really are not technically savvy and are only referring to charts. THEN when they need to refer you to a "senior technical advisor" it's really just another person who will introduce themselves and transfer you to someone in the department that you need... well sort of. They definitely will transfer you, and about 10-15 minutes later, someone will answer, introduce themselves and ask you to tell them why you are calling... THEN they will tell you that they are not in the department that you need.
As the day ends, I've had 25-30 chats/phone calls and emails with tech support from Verizon and the company that provides the modem. It has been almost 1 week and there is no resolution, no email or correspondence with a "real tech support" person. My recommendation is to resist the temptation for "high speed internet" even if you will pay less, BECAUSE you will pay more in time, frustration and if you work from a home office you will probably lose business. Hold on, there is a call coming in. I hope that it last more than 30 seconds! I need a sale.
ALBUQUERQUE,, NEW MEXICO -- I had been a Verizon Wireless customer for 10 yr and then I moved to a house where Verizon couldn't provide services to me. I called them and they said they would have to do an area research and send a tech out before they could allow an "free early termination". So I said, OK, how long will that take? They told me up to 7 days. So I asked, "and what about all this time that I've been without service and the remaining time...am I being charged for that or will I get a credit?" She said they would give me a credit for the time they aren't/weren't able to provide service.
So the Field TECH calls me and tells me that it has already been proven that the towers out here where I live intercept each other and they can't provide service and didn't have any idea if or when it would be fixed, and that I am being granted/allowed to terminate my services without being charged ANY early termination fees. So I had to call them back and have them turn off my phones...4 of them.
I went over and over my account with the customer service representative that was assisting me. I made it clear that I wanted ALL of my phones turned off! I talked to her extensively about what credits should be applied and what shouldn't be charged. She repeated everything back and then still left one of my phones lines turned on while telling me everything was shut off and credited. She also told me that she didn't have access to part of the upcoming bill and I would have to call back and see that everything was credited.
I called back a few days later to make sure it was all done correctly and it wasn't. She also told me she wasn't authorized to make those changes, so I asked to speak to a supervisor or someone who is authorized to make the changes and completely understand about all the credits I should be getting. (My bill was up-to-date when I started this mess...paid in full...and now all of a sudden I owe 500 for a past bill, early termination fees, late fees, and the line they didn't shut off!)
Now I'm really angry...they didn't close out my account, they double-billed me, they charged me for stuff I wasn't supposed to be charged for...they wouldn't have a manager call me back. They sent my bill to a collections agency. I paid 250 that I shouldn't have and then they put my bill back up to over 500.00 when they should've owed me a refund! Now I want to know how I can counter-sue them, get my money back and have that bill erased and off of my credit and out of the collection agency.
Verizon customer service is the worst I have ever experienced. This is a short version of all the conversations I've had with them. I also asked them to send me the notes and recordings of all the conversations I've had with them and they acted like they didn't understand what I was talking about and said that would take 6 months. I asked them to send me copies of all my bills for the last 9 months and they said it would cost me an ungodly amount for copies of my bills to be sent to me! If anyone has any suggestions on how to handle this situation, it would be greatly appreciated.
Since I got my Verizon Wireless service with 2 phones on a family plan, within the first 2 months I went through 5 phones with defects rendering them inoperable. One of the phones was replaced and the phone it was replaced with was inoperable immediately out of the box. It required immediate replacement again. Another phone required replacement immediately after purchase.
Automatic payments were made unavailable to me due to "insufficient funds in my account." I checked my account balances the day before, the day of, and the day after the supposed attempt to receive payment by Verizon. Each day there was over $1,000.00 in the account. The monthly bill has always been under $200.00
As such, I am required to do mail-in payments, payments via internet or payments via call in. I never get my statements in time to pay by mail without being late. Online payments have never worked from the over 6 computers I have tried it from with the 4 cards I have attempted to use, all with positive balances and fully functional. Paying by phone I spend over an hour a month on average fighting with the horrible automated robot voice just to pay my bill.
Attempting to make a payment via text by dialing #PMT as instructed by an automatic text received from Verizon only results in receiving the same text advising me to make a payment by dialing #PMT. My required data package for my Blackberry does not work. I cannot set up any of my many email addresses to my phone. I also cannot access any of the navigational app features that used to work fine. Internet coverage has gone from irregularly bad to spotty to flat never working.
Troubleshooting processes achieve no result; nothing works after any measure of troubleshooting. Replacing the phone has not worked. Replacement phones are just as nonfunctional. In the past 6 months of service I have tallied over 15 hours of work on my part just to get one phone that I currently pay over $90 a month for to do what I am paying for it to do.
Staff is rude and places me on hold for well over 15 minutes. Upon attempting to achieve a result where I do not have to pay for the data package that I cannot use, I was told data packages are mandatory for Blackberry devices. I was also told I needed to go through their troubleshooting process (spend my time working to get my phone to do what I am paying for it to do). I replied that I had done this on numerous occasions to which I was told I had not done it recently enough. I said I had done it plenty and that doing the same thing that didn't work before would not work again.
I was informed that there were no notes that I had ever done any troubleshooting (somebody on their end didn't note that I had attempted troubleshooting, so my word that I had meant nothing and this meant I had to do it again). SO which is it? I haven't troubleshot my phone recently enough, or there are no notes indicating that I have ever troubleshot my phone? Ahhhh, kind of got caught up in your own lie there, didn't you Verizon customer "service" supervisor.
My options to date are according the Verizon as follows: Continue to pay an extra $30 a month for a data package that has never been fully functional, and continue to spend my valuable time to troubleshoot it with people who are only going to tell me to do what I have already done some dozen or more times. The phone will simply never work as advertised.
OR, I can pay a TWO HUNDRED dollar early termination of contract fee to get out of my 2 year agreement with Verizon. Sure, I can see if I simply wish to terminate my contract for no other reason than I just feel like it, I'm obligated to its terms. But I am not receiving the service for which I agreed to the contract. Verizon is not holding up their end of the agreement. Hmmm.
OR, (Unknown to Verizon), option #3 - I cancel my checking and credit cards that they have on file so that they may never directly debit any of my accounts for what I "owe" them, say nothing to them, continue to use the service and run up an insanely high bill and never pay it, and destroy their worthless phone.
In June of 2010 we had Verizon Fios cable and internet installed, and from the beginning it was a nightmare. We had just moved into our apartment here in California and wanted to have friends over for a UFC fight. I had ordered the fight a week prior over the phone and our friends traveled 45 minutes away to watch the fight. After they arrived I turned to the fight channel only to find that they never ordered for me. For some reason I couldn't order from my TV. After hours of debate we finally received a refund.
A few days after we ordered an ON Demand movie that wouldn't even play. It was like I put a DVD in the DVD player that my dog had chewed on for hours. I called and like everyone else on here had to wait for several hours (LITERALLY) to get anyone on the phone. I would get hung up on, call back, get hung up on, call back then get someone only to get transferred to the wrong department, then transferred back to the same department that transferred me in the first place.
Finally I was able to talk to the right person and was told that it was my internet router and that a new one was in the mail. The new router came and it did not even fix the problem. I called and again and, again waited on hold for several minutes. When I finally got through I asked the customer service representative to schedule an appointment for a technician to come out and fix our problem. I even called the tech that originally came out to install the cable at the number from the business card he provided me 6 times leaving 6 messages. Needless to say they never showed or called me back.
I reported Verizon to the Better Business Bureau and received a phone call from the Verizon escalations department but was unable to answer. They left a call back number and I called them back only to get an answer machine. I left several messages and was never called back. My problem has yet to be resolved. Finally fed up I changed services to Time Warner (AMAZING). When I asked the Verizon representative what to do with the equipment the representative said they would send me boxes so that I could send the gear back.
After a month passed and still no boxes I went to a Verizon cell phone store in my city and was told that they have a contract with the UPS Store and that I needed to go there to return the gear. On December 23, 2010 at 10:38am I returned the gear. Thinking this was the end of my nightmare I received a gut-wrenching bill for $829.40 on January 7, 2011 for the unreturned equipment.
I immediately called and guess what... You got it, was put on hold, hung up on, called back, put on hold, hung up on, then called back and finally after 55 minutes was able to talk to a real person. I explained the situation and was told I had no choice but to pay the $830 because the equipment was returned after the 30 day time limit (which was never told to me).
Now I'm taking them to small claims court hoping to at least get the $830 bill removed and the negative credit report off my record. I don't understand why this "so-called" corporation is still in business. There has to be something we can do to save ourselves and future Verizon victims. If you have any legal advice for me or know how to bring this company to a close please help us by posting on this website. SOMEBODY HELP US!!!
I need to say, first of all, that I am usually a very happy Verizon customer. But all of a sudden, this week, it's all gone down the drain. My husband and I, recently married, had just combined our Verizon accounts in October of 2010. When taking a look at our bill, due the middle of November 2010, I noticed our bill seemed higher than it needed to be. So, by digging into our bill, I noticed that we had an additional service on our bill. It is for a Verizon Broadband Connector, with which users are able to connect to the internet from anywhere while having their device plugged into the USB drive of their computer. When my husband had it, it worked really slick.
However, my husband went into a Verizon store in Minnesota in October of 2009 and asked to cancel that service, as he didn't need it anymore. He was asked to then pay a $15 service fee for canceling, and he went about his day. In November of 2009, the service was on his bill again. He went into another Verizon store, this time in Arizona, and said that he had just canceled that service, and needed it taken off his bill. He was then credited $13 on his December bill, as canceling his service was between two billing cycles, and everything seemed fine.
And then, in March of 2010, the service for the broadband connector showed back up on his bill. And since he paid his bill automatically, he had accidentally been paying for this service for 8 months. Paying for a service that he didn't realize was there, because he had canceled it. Twice. So, aside from Verizon suspiciously adding services back to our bill and ignoring our requests to cancel it, they had been hoarding my husband's money for the last 8 months.
As soon as we saw this on our bill, we called Verizon Customer Service. After explaining our situation to a nice customer service representative, who took a look at our bill and the data usage and noted that we indeed had not been using the connector, he said that he would contact the original store in Minnesota to verify that we had canceled our plan, and they would call us back the next day.
Well, my husband received a call back the next day, and was told that, since we didn't keep our receipt indicating the cancellation of the broadband connector, they could only refund us half of the total amount we had overpaid (half would be about $250). My husband asked to speak with a manager, and was told that one would call him back before the end of the following day. The following day came and went without a word from Verizon Support. So, this morning, my husband called Verizon back again.
This time, not only was he told that customer service representatives cannot connect with each other - rendering it impossible to get ahold of a CSR he chatted with the other day - he was told that in order to cancel the broadband connector, he would have to pay them $150 service fee. To pay THEM. AGAIN. After Verizon had already been taking our money for 8 MONTHS. We are still working with this incompetent company to get our issue resolved. Though I don't hold out much hope after so many instances of poor communication, billing manipulation and money stealing.
MEDFORD, MASSACHUSETTS -- Here goes nothing: about 5 months or so ago I opted for phone service from AT&T and got it OK. Then a few days later I changed to Verizon. I paid about 140.00 To AT&T and then changed to Verizon based on their promotional advice. Needless to say I lost my 140.00 Dollars and no bad reflection on AT&T. I awaited for Verizon to hook up my phone service and waited and waited. When I finally got it I thought to add internet service so I called it in and techs came and left week after week until two (2) months later when they said they could not provide anything but 768kbps and I was promised 3.0Mbps.
So I said "no" and waited until they called me to say they now could assure me 3.0 service so I said "OK lets do it." And I waited and waited techs came and left and finally told me there was too great a distance for me to get 3.0, and I got NetZero 56k which is okay. But then Verizon offered me 1.5Kbps what seemed like a reasonable price so I dropped NetZero and got 1.5Kbps. Lo and behold it stunk. Got kicked out of sites, slow page loads, and fast foul-mouthed representative talking down to me and hanging up the phone when I'm asked for a manager.
Then some nice lady from Verizon calls me and gets me to use their security suite which btw sucks big time, as I got a virus it could not get rid of and they said I must have had it before. So I cancelled their suite and they were going to issue a prorated discount which took forever and taxed me on the whole thing though I cancelled.
Anyway so you won't get bored ill try to make this short I just got a bill from Verizon and they can't tell me anything about it because it is from a third party which I know nothing about, they want me to call them and I said "no" because it is on their bill and they should have a record of it. And since I did not ask for any other party I am not calling them and giving them my info. As of today I have spoken to five (5) reps. One gave me a bad time on the phone and hung up, another did not know what to say, another supervisor told me she was going to boot her computer and would talk later, she hung up on me.
Finally I called again and was directed to someone else who directed me to someone else who directed me to someone else who asked too many questions not related to my call and no good came out of it. My December bill is off the charts and I don't know what else to do. So if someone out there has any good advice for me to do except to sit and wait please let me know. I would be grateful just as long as you don't work for Verizon.
Verizon cell phone promo "Buy 1, Get 1 free" is a scam & a ripoff. Talked to Verizon several times on phone & by email & was told it would take 15 days to 10 weeks to process phone rebate. Verizon will not know anymore about me or my rebate in 10 weeks than they knew the day I bought my phones. Verizon will drag their feet on processing & applying my rebate so they can charge me a higher monthly bill without rebate included. Not going to play that game with Verizon.
RALEIGH, NORTH CAROLINA -- Recently purchased a new phone to add to my account (am in contract, so I paid retail for the phone). I went to the local Verizon store to activate the phone & inquired about getting insurance. I was told by the in-store representative that because I didn't buy the phone from Verizon, I could not add the insurance, which I found to be odd, because I have a friend who purchased his phone at the same time I did mine & he had no problem adding insurance.
At a later time, I contacted customer service about another issue & inquired about the insurance again, only to be told that the insurance COULD have been added to the account when I initially activated the phone (I spoke to two different reps on separate occasions & they both, after doing a little research, gave me the same answer.)
I then contacted their corporate office & spoke with a fellow who proceeded to tell me that they can't offer insurance because they don't have knowledge of the condition of the phone if it's purchased somewhere other than Verizon... Utter nonsense... Don't they have technicians that service these phones in some of their stores? Couldn't they do a basic test on the phone to validate the condition??
Anyway, after taking off my boots I had on while I was dragged through all his BS, I realized that Verizon is not a company that cares about their customers. I have been with them well over 12 years & am now looking elsewhere for service. The only thing they care about is you paying your overpriced bill!! I could see if I was asking for something for free, but I would be paying for the service & they made no attempt to resolve the issue. They stink!!!
HYANNIS, MASSACHUSETTS -- My complaints with Verizon are legendary with my friends & family. It took me 2 years of calling to get the matter straightened out. I finally got to the point where I would ask the person to whom I was speaking, "This is not a trick question but, Why is Verizon in business?" No one ever gave the right answer which is, "To facilitate communication." Period. Anyone who has had a problem knows that to communicate with Verizon is like going to hell!
Every time I spoke to a CS rep, I was assured that problem was solved & then I would get a bill 2-3x what I expected. I cancelled my Internet service & they had the gall to charge me for that even tho I'd had the service for years. They had told me in several calls that my monthly rate was $29.99 per month. Every month I was getting a bill for $49.00 since they added services I never ordered.
I cancelled the service & went back to Comcast for $24.99 per month & have not had a problem in a year. The cell phone billing problems went beyond belief which I tried to clear up for about 2 yrs. Finally, I got it straightened out but I'm still furious. Much as I hate them, Verizon is, unfortunately for me, the most reliable service where I live.
I am living for the day when I can get another cell phone service with the same kind of quality as Verizon. When that day comes, I will cancel Verizon cell service asap. I have a good friend who is now going through the same hell with Verizon re her bill. She has my sympathy as does everyone who has tried to deal with a bill problem. Verizon should be reported for their lack of customer service.
NEW JERSEY -- I am not sure if I can briefly express how dissatisfied and frustrated I am with Verizon in general and specifically the "customer service" representative they hire to deal with the public. Our house phone became disabled on 12/24/08 (yes..that's xmas eve!). By xmas night I was receiving all kinds of calls from relatives all over the country worrying why they couldn't get through on our house phone! (Nice to have a cell phone back-up, but then the minutes get used up fast).
I called the 26th of Dec. to be told that the problem would be fixed that morning. We cancelled medical appts. to be here for the serviceman who never showed up. I called again to be told it was an "area problem" and the phone would be fixed by Sat. night. I called again Saturday night and then they said Monday morning the latest. I called this morning and now it's Tuesday!!! Now, I am scheduled to go out of town today and want to take my cell phone, leaving my other family members home with NO PHONE SERVICE for days!
Did I mention that I HATE VERIZON??? We had problems with them last year. Static on the line, that took a total of FOUR APPTS. with FOUR different servicemen before the last one asked us if any of the others had actually climbed the telephone pole outside? Yep... there was the problem!!! So props to the last guy but the first 3 were a waste of time and whatever money they get paid.
I HATE VERIZON!!! Two months ago, we had a 90-year old family member move and it took TWO WEEKS to get her a phone hook up. Apparently Verizon service people don't like to get out of their trucks to ring a doorbell. So they called from the truck, but guess what? The new number she was assigned never rang inside her apt. because IT WAS NEVER HOOKED UP - so they left!!! Two weeks later, they finally came back. Did I help you all understand why I HATE VERIZON???