TAMPA, FLORIDA -- I don't even know where to start with my depraved journey with Verizon, so I will tell the sordid story the best I can. On or around Feb 7th, 2008, a man who worked for Verizon knocked on our door and convinced us to get the bundle package (cable, internet, phone). We were quoted the approximate monthly amount we would be charged after the initial three month breakdown of extra boxes and installation in other rooms (around $170.00). Let's just see if it's the amount they quoted (if I am still with them, which is looking very doubtful as of late). I asked him if we would be eligible for the free TV and he said he "didn't know," and gave me a number to call to see if we were eligible. We decided to have the installer come on February 21. The door sales rep gave me his cell phone number in case we had any questions and he was on his merry way to recruit other unlucky poor souls in the neighborhood to sign up with Verizon.
Two days later (Feb 9th), I called this man and asked him if I could have a copy of what we ordered. He could not provide that and said we would get a copy when the installer came.
On this same day, Verizon people already marked their "territory" with the blue flags around our property where they were going to dig. In the meantime, I called and asked if I would get the free TV and the person I talked to said "yes." The big day comes (Feb 21) and the man installed everything. Took him about four hours I guess. Sure enough, we got a "copy" that was yellow, but didn't say what we ordered. Just a bunch of numbers, abbreviations, and initials that only a tech could read or understand. The installer did point out to us what channels we got on the paper guide he gave us, but there was no breakdown of prices for anything. He also informed us he only lived two blocks from us. We were neighbors. How about that. So anyway, he left. Ever since he walked out that door it has been downhill. For starters, he left the light on in the attic (we knew this because we could see it through an air vent in the ceiling in the garage that was made into a bedroom). We called him and left a note on his door about the light in the attic and he never responded to us, even though he was two blocks away.
Next day we had to call Verizon to send someone out to go up in the attic to turn the light off. This was a Sunday. A tech came on Monday to turn the light off. Then I had trouble logging on the internet and couldn't understand why. The installer set the Z adapter up wrong where we have to hit the Z icon (for the adapter), let it come up and then right-click to exit the Z icon! Then we can log on. It took me many hours over the night to figure that out after countless calls to Verizon's tech support's confusing web of menus and automated operators. Finally the third human tech guy I talked to told me the installer set the adapter up wrong. So I have to exit out the Z icon every time I log on to the internet. Okay, so I can finally get online now. Everything was going great for a bit until our first billing cycle. They never sent us a statement for Feb of what we owed for the first month's usage! I called and told them and they said we should be getting one any day, and they gave me the website so I could see the bill online. In the meantime, while I am on the phone with them, I was offered several sales pitches. One was for spyware, another was for the "refer a friend" program. I told them I already had free spyware and said I didn't know anyone to recommend Verizon to.
After I hung up, I try to log on to the Verizon site to view my bill, but first I have to "register.", but before I could, the site informed me I would be getting a call "within 30 minutes" to get a temporary number to log on with. Two hours passed--they never called. At the two-hour mark, it was 6:00 p.m. Next day comes, they never called, so I called them about 2:00 p.m. same day, and tell them nobody called me with a temp number. Woman gave me a number to call to get my temp number, along with all the pathetic sales pitches that come along with the call, then I was finally able to log on to my account.
Well, the paper bill statement never came, so I had to go online a print out a statement of what I owed and mailed it with check to the billing address I verified with the CSR and that was also the address on the Verizon "send payments to" account site. I mailed the check in with a letter stating that I would like a paper bill next billing cycle. I went online a few days later to see if they received it.
It showed they did indeed receive it. So far, so good. The second billing cycle comes--still no paper billing statement. I called them again and told them I never received a paper bill for March. The male rep said I should have and told me that he sees THAT I HAVE NOT SIGNED UP FOR ONLINE BILLING so I SHOULD HAVE GOT A PAPER BILL, verified my address and assured me that I would get a paper bill in a few days. In the meantime, he is trying to sell me some package. He said I could "get HBO for two cents more." I said "okay." Then he said I would lose Cinemax though, so I said I didn't want it then. Then he tried to sell me spyware. I said I already had spyware. Then he wanted me to get some box to record movies from the TV. I told him I didn't want to buy anything and that I already had a DVD recorder. Then he said something to the effect, 'But you don't even know what I am offering you yet." So I was forced to listen, and then I told him I don't watch those many shows. And he had the gall to say, "Then why do you have a DVD recorder?! Can you believe it?!!
I just ignored him. Then he told me about the "refer a friend program." I never answered him back. To make a long story short, I finally got off the phone with this clown, and he again assured me I would get a paper bill in the mail in the next few days. A paper bill never came. Had to go online again and print out a makeshift statement with a check for said amount and mailed it in. This was on April 10th.
On April 18, I go online and it showed that the check hasn't been posted yet. I called them yet again and asked them why the check had not been posted for the second billing cycle, and they had no record of receiving my check. The rep did some research and sent an email somewhere to see where my check was and he said they would get back with me in a few days (yeah, right). In the meantime, while he is doing his research, this rep started his sales pitches ad nausea yet again. I told him I don't want to buy anything, I just want a PAPER BILL OF MY STATEMENT SENT TO MY HOUSE. He then informs me I HAVE SIGNED UP FOR "ONLINE BILLING" and that is why I haven't received a statement!(?) I told him I NEVER signed up for online billing! He said it must have been a "mistake" and I would have to call this number he gave me to cancel it.
In the meantime, I asked him about why I haven't received any form to get the free TV and he told me I got 10.2 bandwidth instead of the faster one and I wasn't eligible for the free TV. I told him everyone told me I would get the TV, except for the one guy that said he "didn't know." The phone rep also gave me a phone number for more info on the free TV in case I had any more questions. Finally the call ended after one last reminder about the "refer a friend" program. After that call ended, I called the number he gave me to cancel the online billing I never asked for or signed up for in the first place. I was waiting on the phone for 22 minutes. Finally a lady comes on and I tell her I want to cancel the online billing and receive a paper bill, and she puts that info in the computer for me and before she hangs up, she informs me that "I will no longer be able to view my account online." WTF? Regardless of whether I do the paper billing or the online billing I should be able to see my account! That is what the Verizon FAQS page says! What are they doing? Am I being punished for wanting a paper bill?!
So this early morning (April 21th) I get online to see what others are saying about Verizon and I stumble across this site and read all the depraved stories of what Verizon has done to other poor souls and realize I am not alone. Eager to tell my own story, I decide to register on here, which I do, but first as you know, I have to go to the site in the confirmation email my3cents sends me. I log on to my Verizon (ICK!) email account, and lo' and behold, what first strikes my attention is an email from Verizon, that says something in the subject line about my upgraded internet speed?!!!! I open it up and it is a confirmation (with confirmation number) about ordering the faster internet speed (the 21.5 bandwidth). And they are thanking me for "my order" and it stated that it goes into effect April 21, 2008! I NEVER ORDERED AN UPGRADE TO A FASTER INTERNET SPEED!!!!! I am so mad I don't know what action to take next. I am going to call them this morning in about four hours from now and cancel the service I never ordered, which isn't fair!
I will keep everyone updated on what happens next!
Oh, and a word of advice for those of you that are trying to get through to a person: When the automated operator asks for your phone number, keep saying "OPERATOR" and you will get connected to someone right away.
As a side note, my next door neighbors have this huge cable sticking out from their garage all the way across their driveway and into the beginning of our yard. It literally looks like a "rainbow!" A sure mark Verizon has been there.
I wish I would have stayed with Brighthouse. I don't know what Verizon is going to pull next and I don't know what to do. I am only on a pension and I am afraid they will start robbing me like they have so many others. If I cancel before they resolve the check issue, they may stick it to me worse. My hands are tied at this point. I don't know how those people sleep at night. But I do know one thing: What comes around goes around!
If anyone wants to contact me, my email is JSabbot50 at gmail.com
Maybe we can put our heads together and figure something out to stop this injustice!
Good luck to all of you!
Was this review helpful?YesNo
Read 4 RepliesAdd reply
User Replies: Close commentsAdd reply
Very Dissatisfied Customer
Posted by Amylin on
HOLIDAY, KENTUCKY -- I have no way of contacting Verizon FiOS directly, so hopefully someone monitoring these boards will see this.
I am extremely dissatisfied with this company in general.
1. The technician that was supposed to come to my home and install my internet never showed up for the original appointment. This tech claims he was here, but I was home alone all day. I did not hear a doorbell ring, a door knock, and my dog did not bark. I had to wait until the next available appointment.
2. Once the tech came and finally installed my internet, he failed to put a battery in the box in the garage. I spoke with a customer service agent over the phone. He told me I did not need a battery in the box, that it was specifically for if you had a home phone but he would happily walk me through silencing the extremely annoying beep that the box gives off every ten minutes telling me the battery needs to be replaced.
3. I also spoke with the same tech about my router which kept dropping my wireless signal (after only a day of being installed). He was happy to work his little magic on his end and reset my router. OK, great.
4. The next day, I woke up to beeping again. I again went through the routine to silence the alarm, and sure enough, about 12 hours later, had to do it again. I have been pressing a button or listening to a loud beep every 10 minutes for the last three weeks. Well, a few days ago, my fiance and I had had enough.
5. I called Verizon again. They said that what the previous agent had told me was false and there should always be a backup battery in the box. Why would the technician that came to install my service not put one in? Why would he not look at the box and see the battery light or hear the beep before he left? I asked them to please send me a battery and that I would install it myself, or send someone out to me to install it since they did not do it correctly the first time. They LAUGHED AT ME and told me they were NOT going to dispatch someone to come out to my home just because I didn't have a battery. ARE YOU KIDDING ME?! So I asked if they could send me one and they said sure but it would be something like $30. So wait, now I have to PAY for a replacement battery because there was none there to begin with, AND the technician was too busy talking on his phone to pay attention???
6. I had them transfer me to billing where I finally convinced the woman that there was in fact no battery in the box to begin with and she said she would waive the fee. OK, fine.
7. I got back on the line with the same agent again, and ordered the battery. I also explained that whatever magic the first agent I spoke to tried to do on my router was not working as it was still dropping the signal. He said no problem, he would send me a new router.
8. A few days later, the router arrived in the mail with an invoice that also listed the battery. I figured since the battery was not included in the package with the router that may be it was coming in a different box. I waited four days. No battery.
9. Called Verizon AGAIN. Spoke with a new agent in billing. Asked where the battery was. They said it was delivered. Well obviously not, or I wouldn't have had to call again. I asked if they could ship another one. She then proceeded to argue with me for a good 10 to 15 minutes and WOULD NOT waive the battery charge again. I finally hung up on her because her lack of professionalism and bad attitude got the best of me.
10. Today, I logged onto my Verizon account. SURPRISE! I have a notification saying my bill is going to be coming out of my bank account automatically- TOMORROW. Wait, what?? I never enrolled in auto pay, and I have yet to receive a bill period, paperless or otherwise. I managed to un-enroll myself from auto pay and paperless billing. But now I can not stop the automatic payment that I was NOT NOTIFIED about. My bill is due on the 12th of Feb. Why on Earth is my bill coming out tomorrow? AND without my permission?
I hope someone who monitors these boards will read this and think about the company they work for. Verizon charges an arm and a leg for their services. That would be fine if I was getting the customer service and internet service that they so highly speak of.
Was this review helpful?YesNo
Misinformed, Misled, and then Backstabbed.
Posted by Gerald on
VIRGINIA BEACH, VIRGINIA -- We began our Verizon service in May after signing a 6 month lease at our apartment. Our customer representative told us if we moved we could just transfer service at no cost. Just call and it would be moved. So we agreed to a two year commitment: $99.99 for Basic TV Bundle, with internet (15/5) and phone. Perks included free DVR Box for 12 mo, a "Standard Definition Set Top Box free for as long as you remain a customer," and a $200 gift card. We were told by our local representative that the channel NESN National was included with this package.
Come to find out, it wasn't. It is only included in the Ultimate Package which costs $40 more per month. After hours of speaking with customer service representative (about 7 hours over the course of 3 days) a supervisor in retention named Ms. Williams said it was ridiculous for us to pay $40 extra for just one channel so she said she would give us 2 recurring Valued Customer $20/12 mo credits to offset the price difference. She also said this would expire after a year but to call back and we could renew it for year two and she would be sure to note this in our account. We also chose to add HBO to our account for the current promo price of $9.99. Our monthly bill is typically $117 after the credits. The second $20 dollar credit was never made recurring so we literally called every month to have our bill adjusted. The employees said they saw the note in our account, made the adjustment and all claimed they would manually adjust this moving forward, though no one ever did.
When time to move came, we called and asked for a transfer of service. However, we were then informed that moving is the equivalent of terminating our contract, that we would have to renegotiate our package and that any discounts or credits would not transfer. We were offered the new "great deal" for the ultimate package for $159.99 a month. The HBO offer was no longer available but they could give us a premium channel bundle for $15 bringing out new total to $175/month for the first year.
This new Bundle was priced at $119. However, unlike our current package equipment was not free for the first year. But the employee kept saying he was beating our current price because the Ultimate package we were receiving was priced at $139, but that didn't take into account our $40 dollar credit we had on the original account. So because we were moving, we could no longer keep our current service, which is the most absurd policy I have ever heard, and furthermore our only option would be to pay $40 more per month. They said that our bad customer service issues were linked to our first account, but because this was a new account they could not transfer the Value Customer credit because of the new great deal we were receiving.
We were then told we never should have received the credits we had been receiving because it was against company policy for those to be given out and that if our account were ever to be audited, there would be problems. The supervisor for retention then told me my choices were to cancel with Verizon completely or pay for the new package price. That he could not honor the prices I had been paying.
So even though if we move, we keep the same account number, and don't need to pay a termination fee, we have somehow broken the terms of our current contract and are forced into new pricing and are expected to act as if all of our terrible experiences were only with our past account and not with the terrible policies and the different story we got from every employee every time we called.
Oh yeah and that (and I quote) "Standard Definition Set Top Box free for as long as you remain a customer" that is printed on an invoice directly from Verizon? We are now told we have to pay a $5.99/mo rental fee for that. I told them I had in writing on a bill this statement and that it would hold up in any court. The supervisor then told me that Verizon has a great legal team who would have made sure that whatever was printed on my invoice was only applicable at our current address.
Yup. Great customer service. They messed up. Finally fixed it, and then in one swift kick to the groin decided take back back their shred of decency and then, hey, force us into a new bundle and charge more money.
Great customer service is ensuring that customers remain loyal, are treated with respect, and are shown value.
Apparently Verizon's only concern is money, and how much they can rob you on these hidden technicalities.
Was this review helpful?YesNo
Read 3 RepliesAdd reply
User Replies: Close commentsAdd reply
Verizon - TV/Internet/Phone service
Posted by Rou on
GARDEN CITY, NEW YORK -- We have switched our TV/Internet/Phone service to Verizon 4/15/2013, since we did not like the service so we switched back to Optimum on 5/2/2013. On that day we have returned all Verizon equipments back to their store nearby. The clerk told us they are only responsible for equipments, we have to call Verizon to cancel the service. So we did as told!
A few days later, I received a full bill so I called the customer services to explain to them I have switched to another company, and is waiting for my final bill. They told me the bill was generated automatically, there is no way they can do it sooner. I just have to wait for the next billing cycle to see the adjustment. About two weeks later, I received another bill - next month bill so I called again. They told me I have to wait for the next billing cycle. There is nothing they can do until the credit was credit back to my account. Sounds reasonable-you have to give people time to resolve the problem, so I wait again. Then I received an e-mail about my account and bill. At this time I feel a little uncomfortable for owe people money so I called again. This time I got a gentleman, he was very nice. He told me the bill will be adjusted soon, and I don't even have to call again, they will send the corrected bill to me within a week to 10 days. He told me because I had cancelled my account within 30 days I will not be billed for early termination fees. I thank him and thinking about the bill will be coming soon. I don't have to worry about I still owe Verizon money.
Well, my waiting has come to a big surprise today. I have received not only the full bill, but plus an early termination fees. Of course I called again, and this time the customer service lady had a totally different tune. She told me she look at my account, my phone was canceled on 5/24 (?)so the early termination fees will not be waived. What amazed me is every time I called they always ask for my permission to look at my account, and from the conversation I have with different reps. I was wondering if they are looking at the same account?
Some representative would told me they see my account had been canceled on 5/2/13; some told me I don't have to worry about early termination fees as I have follow their instruction to cancel within 30 days. But, today must be my unlucky day as I have encountered a representative who I was not able to communicate at all. She kept telling me what she wanted to say instead of listening to my problem and resolve the problem for me. I told her that many companies have phone recording system, it shouldn't be hard to find the phone conversations I had with other reps. But, she just wouldn't listen to me. Her attitude make me wonder if a big company like Verizon has to trick their customer and make money this way? It's really a simple issue for every party, why Verizon has to make it so complicate? I really believe only customers are happy you will have a good business. I know I will never do business with Verizon ever again.
Was this review helpful?YesNo
They Never Fail to Provide the Worst Customer Service
Posted by Kimberly on
I have had an ongoing battle with Verizon for the last month on my account. I recently moved and I was unable to transfer my TV and Internet to my new location, because it was out of Verizon's service range. They told me they would charge me a $170 early termination fee for this unless I signed up for some sort of Verizon service at the new address. I said fine, I'll sign up for phone. I placed an order to cancel TV and Internet and set up phone for my account online. The online prompts indicated that a Verizon tech would be calling me with more details. I waited several days and received no phone call. I called Verizon several times within the next week and each time was told "I can't see any details on your account except that there is trouble with setting up the phone service." Each person I talked to stated to me, "My computer says try again later, so maybe you should call us back."
I moved. So naturally I turned in my TV and Internet equipment to the Verizon store, because I did not want to continue to pay for the equipment if I couldn't even use the service at my new address.
From that moment forward, each time I called Verizon, nobody I talked to could locate my account. It was as if I was completely purged from their system. However, they could guarantee I would receive a final bill (Of course they can still ask for their money even though they can't tell me anything about my account). Not to mention my Verizon email was cancelled automatically with no warning and no chance to direct important messages to a new email address. Verizon told me that they could not reinstate my Verizon email, regardless of whether I signed up for phone or not.
I finally complained on Verizon's Facebook Page and received a response literally within 1 minute. I can't believe it took posting on social media for them to care about my concerns. They had a tech call me the next day and set up phone service.
I just received my final bill from the old account and it's no wonder that I was charged the $170 termination fee. I called Verizon and spoke to a department that told me their automated answering service had sent me to the wrong line. She asked which state I was in and put me on hold to transfer me. 10 minutes later a woman answered, asked which state I was in, and informed me that I had been transferred to the wrong department. She place me on hold. 5 minutes later a man spoke to me and I felt as if we were getting somewhere when he agreed that I should not have been charged $170. He told me he would place a "hold" on the fee and that I would need to speak to the billing department to finalize this credit. He transferred me. 5 minutes later I spoke to another man and had to yet again explain my situation. After going through the details with him he informed me that he was not the right department and I would need to speak to someone else in order to resolve the issue. He placed me on a hold and a minute later told me that his "call manager" was not working and I would need to hang up, dial again, and choose option 4 and option 2.
I hung up, called again, and the "wonderful" automated answering service would not allow me to choose option 4 and option 2. When I finally got the answering service to transfer to a real person to help me, I reached a message that stated "The offices are now closed. Please call back during normal business hours."
Unbelievable. I will never do service with Verizon again. And I will never refer their services to anyone.
Was this review helpful?YesNo
Posted by Anita on
FREDERICK, MD -- My story...
I have had a Verizon bundled package for years. For convenience I signed up for auto-pay and to be environmentally friendly I signed up for paperless billing. Since I make international calls, I enrolled in one of the Verizon World Plans with a flat monthly billing with unlimited calls. Everything was fine and dandy for many months. So far, so good.
One day, when I was checking my bank account, I was shocked to find a Verizon charge for almost $870 as opposed to the $200 (approximately) that I usually pay for the bundle (home phone, internet and Direct TV). Upon further investigation, I found that Verizon changed my international package without my knowledge.
Every dispute has two sides. To be fair, I want to present a totally balanced view.
Instead of sending me separate correspondence about the changes in its international calling plans, Verizon included the information on the last page of my bill as fine print. In the bill Verizon indicated that it would be changing plans beginning the following month. I didn't read the small print as I wasn't expecting an announcement about plan changes in my bill. Plus, paperless billing, auto pay and years of no billing hassles made me too complacent.
My dealings with Verizon customer service were the most troublesome part of the story... Dropped calls, unusual wait times, getting the runaround, being transferred again and again, rude customer service reps, I can't tell you how much time and energy I spent on the frustrating experience in wanting to let Verizon know of my displeasure about the change in my international calling plan. I called Verizon not to get a total refund of the extra charges, but to let them know of my feelings of bate and switch and of my upset at not informing me of the change in a separate email and letting me choose one of the new plans instead of automatically choosing a plan for me. I also hoped for a partial refund or credit of the over $500 I paid for additional voice services.
Every story is a morality tale. Here are my lessons.
Read every bill from beginning to end, even the small print.
Check your plans regularly. Verizon changes its plans at its whims and has a poor way of notifying its customers.
Credit card payment for autopay is better than payment linked to your checking account if you need to dispute your billing.
Verizon customer service SUCKS!
My message to Verizon: customer service matters. Process is important. Procedural justice (fairness of the process) is as important as distributive justice (fairness of the outcome).
Thank you for listening. I wish all of you only pleasant experiences with companies and lots of patience with customer service.
Was this review helpful?YesNo
Read 2 RepliesAdd reply
User Replies: Close commentsAdd reply
No Service in Mexico
Posted by Fank on
SAN DIEGO/MEXICO, CALIFORNIA -- Dear Mr. Bocchicchio:
I did finally speak to [snip] but thatâs not the whole story. As he said I have had service with them since 99 and have always had reception here in Mexico ( ************************ cross st Avenida de Las Lomas) The problem is that Iâm not able to make, receive calls or even access my voice mail with a land line, I get a busy signal and so dose every one ales that tryâs to call me when Iâm at the oboe address, the call just cuts off. So Iâm basically stranded within a 3 block radius from this a dress, again a very populated are with the second busiest intersection in Tijuana within 3 blocks. Now I explained to him that I also have a Telecel number here in Mexico and I have no problems using at this address and never had a problem, its 01152-1664-******* if you dilled both the US cell and the Mexican cell only the Mexican cell will work if Iâm at the above address.
The funny thing that I have informed them that I have been able (on about 6 different occasions) to make maximum of 3 calls when I first arrive at the above address, mostly just two call but right after the 2nd or 3rd call everything dies. No making call, no receiving calls and no access to voice mail even if the call is coming from the US, the call just disconnects or people get a busy signal.
Like [snip] said he offered me to do their work for them by having me contact Telcel my self to file a network trouble ticket. So I said âso you want me to do the work for youâ and he replied that all he was offering was information ( phone number for Telcel) for me to fix the problem with Telce which to me is the same thing. Iâm sure Verizon dose not care that I recently lost my job, since I had no fault for the loss of employment maybe I can give them my old bosses number and they can try to collect their payment from him since communication has been affected with my income source, trough no fault of my own, and I have done all I could from my side so maybe they should deal with my old boss for their monthly payment, because it sounds to me like they want me to fix this problem for them. If I fix theirs maybe they can fix mine. I pay my phone bill on time and have done so for the past 11 years I have nothing to do with Telcel, Verizon is the one that contracted with them, they need to fix this problem themselves, I think its only fear, but since I'm not a giant corporation with all kinds of lawyers and money to burn, who out there could care what Francisco thinks?
[snip] may consider this case closed but I donât I have been missing calls from potential employers again because my voice mail dose not work when I'm in Mexico at the above address and I have to leave this area in order to be able to make a call, so where do I go from here?
If any one else has this problem I would like to hear about it, maybe something can be done. please contact me fje0071@Yahoo.com
Was this review helpful?YesNo
Verizon Is Doing the Typical Scam of Putting Ridiculous Charges on Customer's Bills and Giving Them Such a Run Around When They Ca
Posted by noreen71 on
SANTA PAULA, CALIFORNIA -- My father had a stroke December of 2011. I called Verizon to cancel his residential line and keep Internet only so that we could continue to pay his bills online. I was told that I could only put it on vacation hold for only 9.99. The next month we have a bill for $150 which was even higher than his original bill!
I call again...mind you it takes 20 minutes of holding to talk to a representative (must have a lot of complaints!), this time I'm told that "their notes say" that I called to ask for a customer elite package and to have my father's number unlisted (extra charge). Which was total BS! There were also other charges that I have no idea what they meant.
Once I got through to the rep... after talking in circles, she said she was going to fix it for me but couldn't do it until the am because she had a "computer glitch". Lo and behold the next month the charges remained. I call again...wait for 20 - 30 minutes...talked to another rep...and she tells me that she will simply reverse the charges for me and give me Internet only. So now we are in May of 2012. You guessed it.... the charges aren't gone and Verizon is threatening cancellation!
Once again I have just gotten off the phone with yet another representative after spending 45 minutes with her....got the run around... until she finally agreed to "put a request in to credit" these ridiculous charges. Have I told you all yet that my father's phone has not worked since my original call to them yet they continue to bill him for it!?!? We shall see what happens next month.
Basically to anyone reading this... Verizon is doing the typical scam of putting ridiculous charges on customer's bills and giving them such a run around when they call to fix it that they think we will just give up and pay the charges. Well Verizon sorry but we are on to you. When I can physically get to my dad's house (I live far away from him) we will be leaving Verizon due to their poor customer service and unethical billing practices. I once held Verizon in high regard, that has completely changed now! Later Verizon!
Was this review helpful?YesNo
Read 4 RepliesAdd reply
User Replies: Close commentsAdd reply
I Do Not Think Anyone At Verizon Listens, Tells The Truth Or Has A Brain
Posted by J on
CHESAPEAKE, VIRGINIA -- We switched to Verizon about 4 years ago, I should have known they had issues when it took them several months to figure out we had a bundle; and it took them 3 days to install and screwed up our yard, our bills and our service. We got separate bills for the longest time and no bundle discount. Every time I called (monthly) because every month we were overcharged; not sure how but every six months or so they tied us to a new stinkier contract!
I bill 38.00 Per hour, I spent more time trying to get my service and bill straight then I did on some clients! It always just made matters worse! We moved recently and downsized family and home; we had 2 HD and 2 non HD boxes, fios super-speed Internet and phone (should have been 190.00 Mo) I received bills for every amount above that, I actually only had 5 correct bills in 2.5 Yrs; upon moving I requested no HD, mid range Internet and basic phone; we only had one HD capable tv, didn't need wireless and took off unpublished at 3.50 Mo. I was promised $123. Per month, my first bill was 285.00! The install guy came, hooked the two HD boxes to two tv's one of which was not HD compatible, he hooked one reg box to a tv, took a black box (later found out I owned the black ones), left the old router and left a worthless bus card with phone numbers we could reach! As everyone well knows that has Verizon you are advanced billed, guess what you are advanced billed again if you change; I never asked for any movie channels ever and after every long drawn out phone call - get a credit and bill me again!
My second bill that should have been 123 was 5 pages long and after doing the debits and credits I was still charged for HBO and cinemax, billed for HD boxes at a higher rate than when we had HD and they added Disney! My husband and I are in our 50's and 60's we really don't watch Disney much! We then get a bill for equipment not returned, called again, we get a shipment by ups of little transmitters; guy comes out hooks them up says he won't take any equip with him because it will "get lost"; my husband drives 45 min's 2 weeks ago to turn in equip; we now have sucky TV, stinky Internet which is higher than the supposedly great fios and we are now being billed for the two stinky boxes, 2 HD boxes and 2 bsics (we own 3 TVs one HD but we don't care - never saw a difference).
I have been blown off by rude customer service reps, I have been made to believe we finally have it straight - and been lied to so many times I can't count! When do I get to back charge for the hours and frustration caused by them. When do I get the bill I was promised 2 or 3 weeks before we even moved; when will Verizon figure out that 2 people are entering the same billing info and no one knows what the home actually contains! Also, don't splice a "yes" into do you want to renew your contract" I know that the reason they ask if they can access your account is to get you to say yes to something. Then when you fight the renewed contract, the part where you conversation may be recorded comes into play and you hear your "yes"; if I live long enough to get past that contract Verizon will no longer be in any of my numerous family members homes.
My daughters just bought homes and went with three different companies to avoid Verizon as they (professional people with numerous degrees) have tried to help us correct this and threw their hands up! It's impossible, my husband wanted to go face to face with a rep, can't happen in VA, there are no customer service locations in VA that you can discuss your account face to face with a human being! I hate Verizon.
Was this review helpful?YesNo
Read 3 RepliesAdd reply
User Replies: Close commentsAdd reply
Please Avoid Verizon
Posted by Consumer on
ALLENTOWN, PA, PENNSYLVANIA -- When you see VERIZONâs RED logo, the first two associations that should come to mind are red-faced ANGER and red DEBT. This past year, my family has experienced a significant amount of both thanks to Verizon.
Following my fatherâs passing, my mother decided to âbundleâ our familyâs services through Verizon in order to minimize costs. Specifically, we purchased the DirectTV/Land Line/Internet bundle along with a 1400 minute âFriends and Familyâ wireless plan. Currently a comparable âTriple Playâ bundle advertises for $59.99 per month and a 1400 minutes âFriends and Familyâ plan advertises for $89.99. This bundle incudes basic local landline, DirectTV, and high-speed internet. When we purchased our bundle and wireless plan, we expected to pay around $150 per month for these services (perhaps even up to $175 per month when taxes were added).
Well after a year with Verizon, we have paid a staggering average of $458 PER MONTH! Note thatâs over 3 TIMES the advertised amount. In one year, we paid Verizon $5,496.17 for services that were advertised to cost around $1,800 for the year! Is this not insane?! $458 per month for 3 basic cell phone lines (only 1 of which recently was upgraded to internet), basic DirectTV (NOT Fios), basic internet (NOT Fios), and minimal landline services! Let me repeat, $5,496.17 in ONE YEAR!
Note that most of these fees are attributed to Verizonâs deceptive practices. In fact, Verizonâs numerous deceptions are so intricately interrelated, I am at a loss for where to begin. Letâs start with the most recent bill we are contesting- November of 2011. In November we were billed an outrageous sum of $636.05. The purported reason for this excessive bill was that our family went over our allotted 1400 minutes at a whopping cost of over $.45 per minute. The total number of minutes our family used that month: 1279. But wait, 1279 is under 1400 right? Well according to Verizon, our plan was limited at 700 minutes not 1400. Why had our plan changed from the original 1400 to 700?! The answer is further revealing of Verizon.
Earlier in the year we had received yet another outrageous bill (do you see a pattern developing?). The bill was invalid, but Verizon would not refund any of the mistaken fees. (Note: We have automatic bill pay, and unfortunately by the time we recognize these invalid charges and errors, Verizon has already withdrawn the money from our bank account. Subsequently, they are extremely reluctant to refund any of the charges.) As a consolation though, they did offer a way to reduce future bills- they recommended decreasing our âfriends and familyâ minutes from 1400 to 700. This, my mother was told, would save her $20 per month. Now I love my mom to death, but she can be a tad gullible and easily persuaded by salespeople. The salesperson (and my mother) failed to note our family frequently goes over 700 minutes per month! So the next month an apparent $20 savings became hundreds of dollars in overage charges! Feeling duped, my mom went into the local Verizon store to request our plan be increased back up to 1400 minutes. The salesperson offered her apologies and stated that our plan was adjusted accordingly back up to 1400 minutes. Well several months later this adjustment never occurred. And despite the fact that Verizon has record of my momâs visit, they are only offering to refund half of the overage charges.
Please, avoid Verizon at all cost. Do not use automatic bill pay because once they have your money, they will probably not refund excessive charges. If for some reason youâre still tempted to purchase Verizonâs bundle, consider the quality of services youâll be receiving:
Television- Admittedly we do not have Fios, we have DirectTV. DirectTV is extremely limited in local channel selection (not even their premium packages offer an adequate selection of local channels). For example, Iâm a big sports fan and miss out on most of the local professional sports teamsâ games. And Iâve never been able to catch local high school or minor league sports teams which are regularly broadcasted through local cable. Oh, and prepare to have a rather large diameter hole drilled through the side of your house upon DirectTV installation (ie a hole big enough to see the lawn outside- and no, we were not told of this prior to the installation).
Internet- At the moment Iâm typing this (~8pm on 1/11/12) our internet connection has been out for over 24 hours and counting. No there was no inclement weather, accident, or obvious explanation. My neighbor (who does not have Verizon services) has internet connection. I was told by Verizon this outage is due to regular updating. (Fortunately I can use my neighbors more reliable internet service.) But when our internet is working, it typically clocks in around 0.78Mbps download and 0.69 Mbps upload. Generally this is acceptable for casual internet browsing, but it is substantially less than the 1.2-3.0 Mbps advertised by Verizon.
Phone- Well a landlineâs a landline I suppose. We have bare minimum (no caller ID for example) and it seems sufficient.
In conclusion, unless you want to pay nearly $500 a month for a poor television selection, unreliable internet, and the most basic cellular services (ie no smartphone), my family and I recommend avoiding Verizon. If you donât believe me, check out their Better Business Bureau rating (F).
Let Verizonâs RED logo be a forewarning- youâre in for a lot of RED-FACED ANGER and RED DEBT with Verizon. If you have any questions, feel free to contact me (Brian) via email: BGabes27 âatâ Gmail.