Verizon Complaint - My Complaints about Verizon
NEW YORK, NEW YORK -- Letter written to Verizon on September 5, 2011
P. O. Box 33078
St. Petersburg, FL 33733-8078
I have been a customer since I moved to New York City in 1972, and I have never felt so horrible about your company, your policies, and your customer service. If I could afford to, I would switch in a New York minute, but unfortunately all the alternatives are more expensive than what I’ve got with you: DSL and a Basic Budget line.
In the last year, I have had numerous problems with my phone service. Over Christmas, I had no service. I missed many calls before I realized the problem: people getting cut off after one ring or a fraction of a ring. The problem was fixed.
Lately I’ve had extraordinarily slow DSL service. I reported the problem about two weeks into it—during your employees’ strike. On August 29, a repair man called, didn’t seem to know where the correct box was, asked me, and I told him I didn’t know. A little while later, he called again and said he would have to cut off my service, the problem was with the central office, and everything would be restored within two hours. When I asked if he’d call me back to verify when my service was restored and that everything was working, he complained that it was too hard to stand in an alley way (where the box was), and he couldn’t, and he was sure the fix would work. Nobody ever called me back that day, but service was restored. The next day, I received a call from Verizon checking my service. I said it was restored. However later in the day, I discovered the problem with the DSL slowness remained.
To make a long story short, I have spent hours on the phone with your representatives. I was given an appointment for Sept. 7, then offered an earlier one, and when I tried to accept it—another half hour on the phone resulting in nothing—I was unable to. I was told I’d be called back and never was.
Concurrent with all this, I received a bill with a new charge for a “change in long distance service.” Last month an online customer service person removed a new charge for long distance service at my request as a “courtesy.” I never asked for long distance service. In fact, when I lost my job and downsized to Basic Budget, I specifically requested an incoming-call-only plan and was told you didn’t have one. (I make all outgoing called via MagicJack.)
This month I received a bill with a charge for $2.75 to remove the service that you decided to charge me for that I had never asked for. When I called to complain and try to have that charge removed, an unhelpful customer service person, who verged on belligerence, told me that according to your records, I had been informed about long distance service when I signed up. Since I specifically had requested NOT to have it, I’m quite sure that this is incorrect. In fact, when I changed to Basic Budget, I interrupted the Verizon representative and said I did NOT want any outgoing service. Your representative told me that’s not what your records show and “We will not/cannot remove the charge.” The End.
I am beyond disgusted with this kind of nickel and diming to charge fees for services that are either not provided or not required. The fact that all this has escalated about a charge of $2.75 is almost funny.
As I researched alternatives to Verizon, I heard from friends on Facebook that “they all suck!” Why don’t you try to be better than the pack? How about trying to be polite, fair, and stopping this ridiculousness the alienates your customers? How about trying to help people who are literally counting nickels and dimes to survive? How about having some kind of awareness of the environment you are operating in?
Other complaints during my history of Verizon service:
Once I was not sent an e-bill, then I was charged a fee for not paying it and told that I was responsible for paying bills whether I received them or not. The penalty was removed as a “courtesy.”
I subsequently opted for paper bills. I have recently (January 2012) been told that I’ve automatically been switched to e-bills, because I pay online. I hope I actually receive them. Although I no longer trust Verizon to ever follow through, so if I don’t, I’ll check.
For years I’ve had intermittent problems with static or electronic noise on the line. Technicians have not been able to fix it. But the noise will disappear for stretches of time. The last time I complained after months of it, I was told there was no problem on the outside line and I’d have to pay for a technician to come to my home. I knew the problem was not my line when it miraculously disappeared, again, in January 2012.
Recently (it’s now 1/15/12) I spent about two hours on the phone with techs in India after my Internet service disappeared, although the DSL line on my new modem was lit. The first time it went down, following the tech’s directions restored it, but he kept me on the phone to try to get me to download web service which would be useless if I cannot get on the Internet. I finally said thanks, but we’ve solved the problem. I was paying for this call on my cell phone. About an hour later the Internet service disappeared again. I spent another hour on my cell to India. The tech couldn’t fix it, said a supervisor would call me back in 24 hours. Later that afternoon, Internet was restored, and shortly after that, I received a robo call from Verizon telling me there was an outage in my area that both Indian techs had assured me was not the case. I wasted hours trying to fix an unfixable problem and getting the runaround.
A couple of days after my Internet service was restored, I got a call from a Verizon survey taker to find out how I felt about the service and the company. When I responded “unreliable, uninterested in helping customers, only interested in making money any which way they can,” and gave them a score of zero for how likely I’d be to recommend them to others, I was asked if I’d be open to someone calling me to investigate my feelings more. “Yes,” I answered. … So far, no call.