Verizon - Mistakes Upon Mistakes
TV / DVR Box / Billing - Complaint
I changed over to Verizon when I moved back in April of 2011 as I hated the service that Comcast provided. For much of my time with Verizon, I was very happy with the service provided and little to no issues with them. This all changed starting in August of 2012.
One fine day in August, my DVR Box would randomly turn itself off and restart. I contacted Verizon about the issue and they informed me that it appears that the DVR Box had to be replaced as hard drive died. They would send me out a new DVR Box, free of charge (this is what I would expect). I received the new box and sent back the old back.
Unfortunately, with the new DVR Box, all of my DVR information was lost. Verizon said that there was nothing that they could do in transferring the information to the new box. This is an annoyance, but having to only deal with it once so far with them, wasn't too bad.
The first NFL weekend of the year rolled around and I go to turn on the NFL Redzone Network about 30 minutes prior to kickoff, which is the main reason why I have the sports package. The channel says that it's not available as I'm not subscribed. I contacted Verizon and they said that they sent out an email in August saying that people may not be getting it without signing up for it. I checked my email and didn't get that, so I asked to be re-subscribed to it. They did so and said it would be back up and running in 15 minutes.
After about 20 minutes, I still have the error message and call Verizon again. At this point, the early games are starting and I'm not happy. Eventually, I get a hold of Verizon and they said that all Verizon users are having a problem with NFL Redzone and that they are working on it. I asked about the email and subscription thing, and they said that they had no idea what I was talking about. I asked if I would be getting some type of credit due to the error, to which they said that a credit would be issued, of some sort. The NFL Redzone channel was down for a majority of the early games, making it almost useless for the first week of the NFL season.
Fast forward to October 31st. My DVR Box starts to randomly turn off again. I contact Verizon to let them know and they have me do a couple of things with the box to see if they can solve the problem. Eventually, they state that they have found the issue and have fixed the problem and that my box won't have any more issues. I made sure that they pointed out that they found the issue and fixed it so that it wasn't just something they couldn't find and were telling me there's nothing wrong.
A few hours later, the box randomly turned off again. Once again, I had to contact Verizon. When I did, they went through a couple of tests again and concluded that I needed a new box as the hard drive was done. I was quite angry since this was a new box and was just told that they fixed the issue a couple of hours ago.
They said that it's very rare for a hard drive to do this, but will replace it, free of charge. I explained that this was the second hard drive to have this issue in the past few months and wasn't going to be happy if I had to keep losing all of my DVR info and sending in for new boxes every couple of months. I was assured that the next box wouldn't have that happen.
I then decided to ask about my credit from the NFL Redzone issue. She was aware of the issue, but said that she wasn't aware of a credit, so she transferred me to an account specialist.
When I was talking with the specialist, they needed my account number. I do paperless billing, so I attempted to pull up my bill online. The Verizon website said I was logged in, but wouldn't allow me to pull up my bill, saying that I wasn't logged in (I know, I didn't understand that). So I would attempt to log in again, but it said I couldn't because I was already logged in.
I explained this problem to Verizon and they said that if they gave me the last amount paid to Verizon, they could very my account. So I pull up my credit card statement and tell them the last amount paid to Verizon (paid via auto-pay). They said that the number was incorrect. So I went to the prior month and they said that was incorrect as well. I went to the prior month and again they said that none of those numbers match with amounts they are showing that I paid.
By this point I was furious and couldn't deal with them anymore. So I decided to just end the conversation and come back to it the next time I had to contact Verizon.
Last night, I was looking at my credit card statement and noticed that my Verizon charge was $17 higher than normal. I went to my Verizon bill and saw that I was being charged for 2 DVR Boxes, so I contacted Verizon.
Verizon informed me that I had 2 DVR Boxes, so that's why I was being charged. I explained to them about the issue back on Oct. 31st and how they sent a replacement box. They did see that and then said that they only charge an account for a second box if the bad box isn't returned within 30 days. I asked what day they got the box back, knowing that I returned it well within 30 days. They said that they got the back back on November 21st, which is less than 30 days.
They said that this must have been a Verizon mistake and they will issue me a credit on my next statement. I then decided to ask about the NFL Redzone credit, to see the status of that. I was informed that Verizon decided not to issue a credit. I inquired as to why they decided not to rely this information onto its customers, but they didn't answer that, saying that they were sorry, but the channel was only out for a few hours.
I really hope Verizon gets their act back together as I really don't want to change providers, but it's getting close to the point where the lesser of the two evils might be Comcast.