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Verizon - Be Careful When Switching Cable Company's
Cable Tv, Internet and Phone Service - Complaint
Review by rhierspiel on 2013-01-07
Rating: 
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 Lxx. He told me the service was not cancelled and he would cancel it back to August 6th.
I also spoke with a supervisor Mrs. xxxxx 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 incase 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 # 13431???9.
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 xxxxxxxx. 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 xxxxxxxx. Mr x 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 Kxxx. He told me he would put a dispute on the account. Then I asked to speak to a supervisor and was transferred to Mr. N. He told me that the items showed that they were returned on September 4, 2012 and he would issue a trouble ticket # 2???117.
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 RS. 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 KA 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 # 29???70. 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 01-01???8967. 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.
Buy 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 would matter.
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 Lxx. He told me the service was not cancelled and he would cancel it back to August 6th.
I also spoke with a supervisor Mrs. xxxxx 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 incase 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 # 13431???9.
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 xxxxxxxx. 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 xxxxxxxx. Mr x 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 Kxxx. He told me he would put a dispute on the account. Then I asked to speak to a supervisor and was transferred to Mr. N. He told me that the items showed that they were returned on September 4, 2012 and he would issue a trouble ticket # 2???117.
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 RS. 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 KA 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 # 29???70. 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 01-01???8967. 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.
Buy 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 would matter.
Comments:
Posted by At Your Service on 2013-01-08:
My compliments on being very diligent of keeping a good set of notes. You've documented everything which helps in showing how regimented you were at returning the equipment and canceling the service.
Posted by trmn8r on 2013-01-08:
Verizon's customer service is exemplified by this letter, unfortunately.
Posted by grr on 2013-01-29:
My brother had problems with his remote,sô he called direct.Direct sent THREE RECIEVERS TO HIM,NO REMOTE. So he called them,,they said,send them back.(3Tuners).While at Paapacknship,he got a tip from the clerk that A LOT of directs customers pigeons)
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