Verizon Complaint - Bundle of Verizon and DirecTV services - Bundle of Billing Problem!
I have been a residential customer of Verizon for over ten years, utilizing various services, and until recently have not had any major complaints about the services provided. About a year ago I moved into a new home and transferred my home phone services and added internet service to my account. In April of this year I contacted Verizon customer service to examine possible service packages that would decrease my monthly payments, which were at around $75.00/month.
The customer service representative was very professional and courteous. She informed me that my services were not bundled together, and doing so would decrease the amount I owed monthly. When I originally added the internet service to my account I was not informed about the bundling feature. And when I made contact one year later, there was no apology for that mistake, nor any suggestion made to retroactively refund me for overpaying for a year. This was not a big deal, though I would have preferred some sort of acknowledgment of error on Verizon’s part.
During the April communication the service representative also informed me that DirecTV services could be bundled with Verizon services to provide further discounts to all of these services. I then agreed to do so as it seemed like a good deal.
After all services were bundled my bill increased, instead of my original intent of decreasing monthly charges. This was not unexpected, as additional services (DirecTV) were added to the bill. I became slightly alarmed when I received my June 2009 bill that was for $190.00. I then contacted Verizon for a second time to determine why the bill was so high. I was then informed that, yet again, my services were not bundled. I was being charged full price for each service. The courteous customer service representative said that the issue would be immediately resolved. And, yet again, I was offered no retroactive refund for the overpayments I had been making.
At this point I started to become a bit frustrated but assumed that after my second communication my billing information would finally get sorted out. I became extremely alarmed when my July 2009 bill arrived and it was for $310.00. I immediately contacted Verizon customer service again to determine why the bill was so high. I learned at this point that my services had finally been bundled, however, I was being charged for 2 phone lines and I have only ever had one. And also informed that in order to bundle DirecTV services, I would need to pay for 2 months and 2 weeks of service in order to get the bill one month ahead. I was never informed of this in any of my previous communications. The customer service representative said he had fixed my bill and it was now $285.00. Please keep in mind that I originally called Verizon in April to get my bill reduced not tripled!
I was very upset by this and after speaking with my husband, decided that we would get rid of our services provided by Verizon. We called Verizon back and asked to have our home phone service disconnected, to have our internet service package at the Lowest monthly payment amount possible, and to have our DirecTV bill returned to DirecTV.
I would like to add at this point that I have been a faithful customer for Verizon. I do not pay my bills late and until this point have never made any complaints, and even very few communications. With this in mind, I received no apologies for the hours of my time that I spend on the phone in attempts to get these problems straightened out. There were no attempts to persuade me to keep my services with Verizon. And, again, no attempts at providing me with any retroactive refunds for overpayments I had made based on Verizon errors.
Though the services provided were adequate the confusion that occurs when requests for change are made cost me valuable time and also money. Verizon proudly displays customer service awards received but I am not sure they are deserved based on how I have been treated.
Being the large corporation that Verizon is, it seems that it does not matter if you lose a faithful customer of 10 years.