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WORST CUSTOMER SERVICE EVER!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I had a final account with VERIZON RESIDENTIAL from August 2015 with a credit due to me. They never bothered to just send me the refund. I had to call and request the refund. Whomever issued the refund check apparently errantly issued 2 refund checks in the same amount. I received ONE check and deposited that check. I NEVER RECEIVED A SECOND CHECK. But the second check made it look like I owed a balance on the account. I called in to explain that there had been an error and that 2 checks had been issued, that I had deposited one and that should I receive a second check I would destroy it.

So what did VERIZON do? They debited my credit card on file for the account 4 months after the account being closed to settle the balance. That was December 23, 2015. I have been contacting them since January in an attempt to settle this and get MY MONEY BACK!!! I have been hung up on, told numerous times that a supervisor would call me, lied to, and ignored.

Today is March 11, 2016. Verizon has issued a refund to my credit card account. Guess what? I HAVE A BALANCE DUE AT VERIZON!!! This has been the absolute WORST customer service experience EVER. I hope to never, ever have to deal with these incompetent idiots ever again!!! But will persevere until I get my money without a balance due.

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Unwilling to Negotiate (With Me Anyway)
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

TRENTON, NEW JERSEY -- After years of paying what I felt was an overpriced bill on time and in full… I grew tired of paying a price that was more along the lines of a car payment than a cable-satellite bill. I had an agreement to pay $144 a month (not including extras) and ended up paying in excess of $250 a month every month. I mostly paid in full and on time, but occasionally fell behind but ultimately always paid them. I attempted to negotiate a better, more affordable deal for someone on a fixed income like myself, and was basically told that “If I didn't like it I could hit the road and find another provider.”

I've heard countless stories about people threatening to leave Verizon or employing various other negotiation tactics successfully… but in my case it just seemed even though I was a loyal customer my business was not valued at all. I should also note that my paying the bill on time and in full in the past meant absolutely nothing to them those times I fell behind. Starting with the day the payment was due I was hounded and harassed relentlessly and often threatened with suspension of service.

One time I scheduled a payment for that day for the full amount owed and some of the next months charges and was still shut off until it processed. It seems like they are “nice” to people to get them to sign up and around the time that their agreements are nearly up to get them to resign and then basically treat them like garbage the rest of the time. I have the right mind to not renew again and jump ship when the agreement ends if not before.

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Billing Mistakes
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- Last month I received my Verizon bill. It indicated that I had a missed payment and also a $7 late charge. I paid the correct amount (minus the missed payment and the $7 late fee) as I had paid the last bill online prior to the due date. On May 26 I received an automated message that my bill was not paid and was late. On May 27 I called Verizon and confirmed with them that all payments had been paid and on time. The representative told me that she corrected their records and said I had a zero balance.

On June 2 I received another call, not automated, from Verizon representative saying that I had a previous balance overdue in the amount of $103.52. I told her that her information was incorrect and she got "snippy" and said I had to talk to billing. After waiting on the phone for over ten minutes, I explained to this representative that I did not owe anything and she agreed that I had a zero balance.

I asked why I had received the phone call that day telling me that I had a substantial balance. Her only answer was that she told the other representative that I did not owe anything. This is not the first foul up I have had to straighten out with this company. The right hand has no idea what the left hand is doing!

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Cancellation Fee for Moving
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

NJ, NEW JERSEY -- How about this? Dealing with the selling of my house and moving, Verizon Fios Service adds a cancellation fee to move. They said it is their policy. What happened to the days that they would support you when you moved. They don't have service at the location I am moving to. They said I had a contract. I thought big business would help in these cases. I was fooled. Please don't be fooled. If you plan to move, do not get into any contracts with anyone! This is not the way a big company is supposed to work. I understand if I was going to another company, but moving?

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My 3cents Verizon More Like My 500 Dollar Lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TUCSON, ARIZONA -- Where would I begin. The best way it has been described thus far is Verizarape. Lie, cheat, steal to get your money. Rude when and IF they do return a call. How many billions did they just pay out for the towers. Grease up and bend over because as soon as you have a contact that's all you will be doing. In another 6 months they can afford to spend a few more billion of your hard earned money...... I have to laugh when I see a customer representative will try to call to resolve any issues, that would be a first. For both the call and resolving anything.

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Verizon Does Nothing for Loyal customers... Except Try to Get More Money Out of them...
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK, NEW YORK -- Once again Verizon has shown me that they have no heart and that customer loyalty means nothing to them. For the second time this week, once with Wireless and now with Fios, Verizon has disappointed me and refused to put the customers interest or desire above their own greed. I can't wait to be done with these contracts finally believe that switching carriers will be well with the inconvenience. I'm so sick of their 'no budge' attitude and impersonal policies. We all feel the same and suffer the same abuse of power, yet nothing ever changes.

Verizon Wireless: My iPhone was stolen 2 months after purchase, and Verizon refused to help me replace it at anything but full price. They suggested I sign up for the insurance post dated, to get it covered, they took my money, then refused payment on the insurance!

Verizon Fios: Verizon sent a letter, ads, and email, offering to continue bundle, before price went up at end of contract, so I agreed, signed contract, at which time they informed me that the 'wording' of their offer actually only offered the bundle not to change, but the small print. The catch was that it was actually the bundle that wouldn't change, not the price. They raised the price $50! It was all a ploy and a scam and just a way to keep me from leaving Verizon by thinking nothing would change.

Then when I called 2 minutes later to complain and say I'd made a mistake, that their offer was misleading, they said that I'd signed the contract and was stuck with it. They were very disagreeable and rude and offered no reward for my 15+ years of loyalty.

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Very Poor Customer Service/Unknowledgeable People
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MASSACHUSETTS -- I called Verizon today, because I went online to my Verizon Bill Pay page to pay my son's bill, and did not find my son's account there. My son is a minor, so when I bought him his own line last month for his Birthday, I was told he HAD to be under my account. So, why then, is he getting a separate bill under MY account, that I can't access? I am: 1) unable to pay his bill, because it IS NOT under my account (where I am told it should be), and 2) unable to even create a new account for him, as site is saying "you have an account already" when I input his new number in... I am told.

After three hours on the phone talking to people who had no idea what they were talking about, that the original person who took my order made a mistake! Hmmm, you think?? Now, however, no one can rectify it, so I am left with no solution... Very, very frustrating experience with Verizon "customer care" today... Wonder how they'd feel if I provided bad payment information, then directed them through 11 nonexistent accounts? ;-) Anyway, on with my day!

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Horrible Customer "Non-Retention"
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WHITE PLAINS, NEW YORK -- I am getting sick of calling Verizon to sit on hold for 20+ minutes and spend another 10+ explaining the history only to have a "customer retention" representative waste my time. The bottom line is they do not value their customers because they will not extend "discounts" to match offers from their competitors. Why is Verizon taunting what was a perfectly happy customer? They make it hard instead of easy. They are money hungry and that's it.

If any of you Verizon reps who frequent these forums feel up to the challenge and would like to try to resolve this, or if you know a "€œbundle specialist"€ that can fix this, please let me know. I am not an angry customer who will scream at you over the phone; I am a frustrated customer who would like to continue the service but Verizon is not making it very easy.

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Be Careful When Switching Cable Company's
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WAYNE, NEW JERSEY -- This letter will detail the problem I am having with Verizon over the billing on returned equipment after I had cancelled my contract with them in the beginning of August 2012. I cancelled my contract with Verizon and switched to optimum online because of pricing. The service was to be disconnected on August 6, 2012. On August 10, my bill showed that the service was still intact. On August 21, 2012 at 3:30pm I called Verizon and spoke to **. He told me the service was not cancelled and he would cancel it back to August 6th.

I also spoke with a supervisor Mrs.** who told me that it would take up to 2 weeks to get the return boxes for the equipment to come with the return labels. She told me to return the two boxes, two remotes but to keep the modem in case I wanted to come back to Verizon, they would not have to send someone out to re-hook me up. I was given a reference number.

I received the boxes on August 27, and packed all equipment, 2 boxes, 2 remotes and 1 modem and brought to the UPS store located in the valley shopping center in Wayne. I have a picture of the box on the counter of the store and the label. I received the October bill and it showed an amount due of $588.50. I call on October 18, 2012 at 5:30pm and spoke to **. She said they showed that some of the equipment was checked in, but not all. She said to give it more time.

I received the November bill and it showed an amount due of $588.50. I called on November 14 at 3:25 pm and spoke to ** told me the amount showed it was reversed on October 1, 2012 and should be clear in a couple of days. I called back on November 20, 2012 at 4:30 and spoke to **. He told me he would put a dispute on the account. Then I asked to speak to a supervisor and was transferred to ** He told me that the items showed that they were returned on September 4, 2012 and he would issue a trouble ticket.

I received the December bill which showed an amount due of $588.50. I called on December 20, 2012 at 8:25 am. I spoke with **. She also told me she showed that the equipment showed that it was returned and she had no explanation as to why the account would not clear. She gave me her supervisor's name of ** and a phone number 1-800-244-4770. She assured me like everyone else that this would be taken care of. She issued a new ticket # **. She told me that a credit was going to be issued for the full amount and the account would be zero balance.

Well yesterday, I received a letter from a collection agency the CBE group. Regarding VERIZON. CS number **. For the amount of $38.50 which is on the October bill for taxes, governmental surcharges and fees. I CANCELLED MY ACCOUNT AND SENT BACK MY EQUIPMENT IN AUGUST 2012. By the way, when speaking with anyone at Verizon, I tell them I have a trouble ticket number and they all tell me, “we can't use that number or look up anything with it." I took a picture of the return label and the box on the counter at the UPS store. I should have taken a picture of all of the equipment labels in the box. Although I don't think it will matter.

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Verizon Customer Abuse: A Complaint and Cautionary Tale
By -

NEW YORK, NEW YORK -- I was a Verizon (VZ) customer from 1996 through 2011 (15 years!), and I paid every VZ bill in full immediately as I received it. Although there's never much to like about the phone company, when things went wrong VZ always made things right one way or another. About a year or two ago, I noticed a significant decline in VZ customer service generally.

In September 2011 my service bundle fee went up by $15 without warning, and I called VZ several times to try to get back the rate I had. Failing in that, on September 17, 2011, I called to disconnect my phone service, but keep my Internet service. Little did I know that would start a four month nightmare. After dozens of phone calls and dozens of wasted hours on the phone trying to resolve the same problems over and over, problems that never should have occurred in the first place, I ended my VZ services completely. But that did not end my VZ nightmare...

The Internet consumer complaint boards (see below) are full of complaints by thousands of customers ranting about the horrific abuses they suffered across all VZ businesses. My experience is echoed again and again in nearly every post, so I won't recount my personal VZ nightmare in detail here. The question is why does a company with $110B in annual revenue and 200,000 employees treat customers so poorly? I will attempt to answer this by sharing what I learned about VZ during countless infuriating encounters.

VZ accounting systems are a mess, with multiple account numbers for one customer. Despite the much touted “OneBill” and “My Verizon”, VZ systems do not communicate with one other. Neither is the “My Verizon” (Verizon.net) website connected to VZ's phone, Internet, and wireless billing and payment systems. Repeatedly I made payments online but would not get credit even though I could see my payment and confirmation number on the website.

I kept getting billed for the same amount, and when I called, the conversation typically went like this: “I made that payment two weeks ago, here is the confirmation number”. “I'm sorry, I don't see that payment.” “I can see it on Verizon.net, why can't you?” “We have a different system.” “That's not my problem, how are you going to fix this so I get credit for my payments?” “Click.” Back I went into the phone queue.

VZ phone answerers (they provide no “service” or “support”) are generally poorly trained, apathetic, and hostile; some even lack basic phone skills like getting your ten digit account number right within three tries. And every now and then you will get a real thug (see below).

When you call VZ, the phone answerers either don't bother to write detailed case notes, or can't see case notes of others. Therefore calling VZ means transferring around two, three, or four times, telling your story from the beginning each time. Hang-ups are the preferred way VZ phone answerers resolve problems; a question they cannot answer, or a customer who says the wrong thing the wrong way, will get hung up on and sent back into the queue.

The VZ billing and payments department is only open until 6 PM weekdays, and never on weekends. I frequently had to waste valuable time at work trying to resolve problems that never should have occurred. They hang up the phone at exactly 6 PM, even if you had been working with them for 30 minutes to resolve a problem. On several occasions I had to speak to three phone answerers before finally getting transferred to a payments specialist who could solve my problem.

After spending 15 minutes with her, and making some progress, the phone went dead -- at exactly 6 PM. The next day I had to start all over with a new crop of idiots. If you try to call the payments department directly, you either wind up with a phone answerer and then spend 15 minutes on hold, or payments doesn't pick up the phone at all.

VZ supervisors and managers never answer their direct line with customers, do not return phone calls, and never do what they promised they would do. Asking to “speak with a supervisor” is a complete waste of time and will not get you satisfaction any quicker than battling VZ's legions of idiot phone answerers.

VZ doesn't feel obligated to provide service at the price they agree to on the phone and they will change the amount you owe on a whim. On several occasions, after I paid a bill in full and had a zero balance due on the website, I would get another bill with a new balance due because “the price went up”. Funny how the price went up twice in the three months I had my VZ Internet.

VZ uses an undecipherable hodgepodge of charges and “adjustments” to make it impossible for you to understand your bill and how your balance was corrected, and they can recalculate or reverse these adjustments retroactively at any time. This is their preferred method of charging you again for a period for which you already made payment, or reneging on a concession made by a VZ "supervisor" on the phone.

If you call and select the phone menu “Disconnect” option for a VZ service, you will get transferred around in the phone menu ether until you invariably arrive at a dead line or the recording “No one is available to take your call, please try again later...click.”

If you tell the phone answerer you want to disconnect your service, they will transfer you to a thug who will try to lie and intimidate and strong-arm you into keeping the service. If that fails, he will attempt to pry information from you like your cell phone number or what other services you have before he dumps you back into the phone queue. Etc. etc. etc.

Fast forward to December 19, 2011. After three months of calling VZ two or three times a week, I finally managed to clear or pay off the last of the billing problems and have the last of my VZ services disconnected. Just when I thought my VZ problems were finally over, during the week of January 6, 2012 I received three more VZ bills, one each with a balance due of $15.50 (which I had paid months earlier and had straightened out several times), zero, and a credit balance of $7.50.

I had to call back another three times to get this resolved. Finally, I begged the VZ idiot in billing, “Look, keep the $7.50, just zero everything out, close all the accounts that used to be in my name, and leave me the ** alone!” We'll see if it worked; I may yet get another bill from that horrible company, if not in reality, then in my worst nightmare.

By the way, on December 16, 2011, I called Cox and inquired about High Speed Internet. Young, polite, and well trained, the Cox customer service guy explained the service tiers and promotions. He told me which package was most popular, and which would be the best deal for me. He told me about equipment options and pricing, and gave me deals on the installation and wireless router. And the cable guy would be there tomorrow between 1 and 3 PM to hook everything up. Wow, I thought, I'll believe it when I see it.

Sure enough, the Cox cable guy showed up when he was supposed to: “We're going to have your high speed Internet up and running before I leave today.” About 45 minutes later, everything was set up and working as advertised. For the same price that Verizon tried to extort from me, I now had fifteen times the speed (46 Mbps vs. 3 Mbps). Pingtest.com confirmed that I now had an A- quality connection with Cox, compared to the D- quality third-world connection I had with Verizon. And my first Cox bill? Exactly what the guy said it would be. And only one account number. Verizon – it feels so good when it stops.

Read thousands of other Verizon customer abuse horror stories on the consumer websites below. On the home page search for ‘Verizon'. If that doesn't work, Google ‘Verizon' and the site name (e. g., “Verizon complaintsboard”). The number of Verizon complaints posted is shown for the most popular websites.

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1.3 out of 5, based on 86 ratings and
685 reviews & complaints.
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800-621-9900 (ph)
www.verizon.com
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