Complain about a product or service

Verizon Local Service

Mary of Corpus Christi, TX July 6, 2009

MY phones do not work. Charges from some company I have never heard of. Managers that do not know anything. Orders that do not come in. They block my incoming calls as well as my outgoing calls.

T. of Altadena, CA July 4, 2009

June 15, 2009 a contractor (HHS) for Verizons did work in my neighborhood that specifically focused on the Verizons phone lines. In doing this work the constractors cut down very large size branches from an oak tree that sits on my property and the city of Altadena. I have been in contact with Verizons since June 19, 2009 requesting that the responsible party come back to the scene, remove the debris and manicure the oak tree. (I have confirmed with the county of Los Angeles that Oak trees in Altadena California are preserved/protected trees and can not be cut without a permit.)

With every phone call that I have made to Verizons I have been told that someone will be back to my home/location within 24 hours to remove the oak tree branches and manicure the oak tree. After numerous calls (06/16, 06/19, 06/22, 06/23, 06/26, 06/29, 07/02 and 07/03)

On June 26, 2009 I spoke with a Verizons supervisor, Greg at X1175. He told me that my ticket # has been given to a Mr. Ferguson, field supervisor who would be in contact with me to assure that the tree service workers would be out to my home to remove oak tree branches and manicure the oak tree. Greg left three messages on my cell phone that day. In each message I was asked if the tree service workers had been out to my home.

With each message left I responded with a call back to Verizons only to be told by each representative I spoke with that they needed to transfer me to a different region to track down the person(s) I need to speak with. This is after giving each representative Greg's name and extetion. Each call resulted with me on hold for up to an hour. In one of Greg's messages he acknowledged my frustrations with needing to call 800-and listen to a phone tree of options which none of the options applied to my call as well as the many different transfers that I continuously had to experience before getting the correct department. He also stated that he could not provide me with a more direct phone number.

I last spoke with Verizons supervisor, Lance on June 29,2009. Lance said that the correct people are aware of my situation and that someone would be addressing this matter and in contact with me within 24 hours. He also gave me what he referred to as a more direct phone number to contact "Verizon Construction Damages" 877-regarding this matter.

It is now July 3, 2009 and no one from Verizons has contacted me, most important, no one from Verizons has returned to this disturbing scene in front of my home to remove the large branches and manicure what was once a beatiful oak tree. Not only is it very distrubing that an oak tree would be butchered by anyone. The product of Verizons distruction has left a fire hazard in front of my home as well as impacting my property and the neighborhood.

I called the Los Angeles County Public Works on July 2, 2009. This matter is being deferred to Verizons. As a tax paying citizen I am not getting help with a situation that Verizons created. I am needing to spend countless hours attending to the resolution of this matter as well as be subjected to painfully viewing the aftermath of the destruction of a beatiful oak tree.

Kelli of Frederick, MD July 3, 2009

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.

james of north edwards, CA July 2, 2009

i was quoted a certain amount per month (105.00) for a bundled saervice, and when i questioned my first bill i was quoted a higher price (150.00) i was told that i shoud never had been quoted that price and i said my order was over the phone and it was recorded. i was told that the recording was for training purposes only.

Analissa of New York, NY July 1, 2009

To Whom it May Concert, I singed up for a bundle pack with Verizon. The deal was 69.99 plus tax for a telephone line and internet. I agreed to having the initial fee and router charge, and any other charge related with connecting service, would be on the first bill. My second bill was over 100. I called to inquire about this, and I was told that it would be this way the first 3 or 4 months. After that, I would get the bundle package deal.

I think this is wrong. I wasn't told this initially. They are charging me a lot of money, and though this will only be 3 or 4 months, it is a high bill and not what I signed up for. I'd like to know what I can do about this. I feel swindled by Verizon and am stuck in a 2 year contract.

Roman of Paramus, NJ June 30, 2009

I already have Verizon Triple play plus 4 Verizon cel phones. I wanted to add onother wired internet service which required wiring and data jack installation by Verizon rep. I called and set up an appointment. As usual they gave me a 4-hour slot on a certain day. No one showed up. I called Verizon and was told that there was an error in the order. The error was that it did not state what needed to be done and the Tech cancelled it. No one called me to notify and I spent 1/2 day waiting. This is just the beginning. The new rep seemed very knowledgeable and told me exactly what he put into the new order, gave me new order number and gave me the new date, with a 4-hour slot. No one showed up again. I call again, get identical explanation to the first one, get new date, new order number and a promise that this time everything will sure be the last time. Not so. On the 3rd date, I called on the date of the visit and was assured that the Tech will be at my house. When he didn't show up, I called again and got an identical explanation about order not being put in correctly, almost word for word. Every time, the person on thephone seemed very knowledgeable and appologizied profusely. At that point a gave up and now I am starting to move my business to a competitor.

Dorothy of Church Hill, MD June 29, 2009

My service was suppose to be hooked up on 6/18/2009 and we were moving in on 6/20/09 to this home. On 6/20/09 when I arrived I notice no dial tone. I called Verizon and was told someone would call me to troubleshoot the line. Someone did call back and I checked the outside box to no avail. I had no dial tone. I was told that Monday would be the soonest.

I called back Monday to make sure someone was coming and I explained my daughter is Type 1 diabetic and needs access to a land line. They told me that someone would be there on the 16th of July. Not acceptable. I explained the importance of the phone for our medical emergency. Someone came to my house on Tuesday and had to run a temp line. At that time we did have a dial tone then the next day it was dead again. I called on Wed afternoon and was told that someone would be at my house on Friday 6/26 before 6 pm. I waited around all day and no one showed up. My cellphone bill is going to be outragous by now since I have no other phone to use and all my calls were going to Verizon as I was spending alot of time on the phone with them regarding my issues. Well Friday went by, so did Saturday then on Sunday June 28th I received a call at around 10 am from Verizon that a tech would be at my house before 6 pm. Once again, no tech.

I got a text on my phone this morning that a tech would be at my house. Someone finially made it there. My problem is that Verizon has caused me much grief with not having my phone line installed properly, not making me a priority since my child is sick ( I have documentation if needed on her illness), and their constant lying to me telling me that someone would be there and never showing up. I want something done about this. Also, during all this, our DSL was suppose to be installed and I called them due to the fact that I need to email medical charts on my daughter to University of Maryland Medical Center for evaluation. This was not done either and I was told that a supervisor would call me in 4 hours. Nothing ever became of that.

Dr. of Norfolk, VA June 24, 2009

On 6/17/2009 I was contacted by someone claiming to be a Verizon employee about switching my long distance service. As this was suspect, I called Verizon and the representative said it was a fraudulant call and in reviewing my Verizon bill with this representative, he pointed out charges from 2 companies and explained that the services that they were providing to us were already part of our Verizon plan.

He further explained that Verizon is legally obligated to put these charges on the bill and the companies are responsible for verifying that the information is correct before submitting it for billing to Verizon but the customer is not obligated to pay them with their Verizon bill. The charges from these 2 companies, one of which is ILD Teleservices has been on our Verizon billing and paid since January 3, 2006.

I called ILD Teleservices at the 800 number and spoke with Beverly. I explained the circumstances and she told me that the account had been opened by someone named Lisa Noel. This person is unknown to us. Beverly put me on hold and then came back on the phone to tell me that our Verizon account would be credited with 492.10 plus taxes and this credit will be on our Verizon bill within the next 1 or 2 billing cycles. Today I am sending a certified letter/return receipt to ILD Teleservices to confirm my conversation with Beverly.

Kirk of Long Island City, NY June 24, 2009

Our company was setting up for the new office. Before we officially moved in, I had verizon install the 3 phone lines on Nov 7th, 2008 (around 1st week of Nov 2008), and they told us billing would need to start as soon as installing is complete, which was fine with us. Our office was not ready until end of Nov 2008, and we official moved in 1st week of Dec 2008. When I connected the phones, we had no dial-tone. I called up Verizon tech department, and they said they would be sending a tech out within the next two days to fix the problem.

The day the verizon technician came to fix the problem WAS also the first day we received the 1st bill invoice. The invoice stated that International calls where made to POLAND on Nov 14th, 16th, 17th and 18th which added up to 320 and an unknown number to NJ state on Nov 14th, 15th, and 19th. The technician advised us to call up the billing department to deal with the situation but before saying that, he confirmed that our phone service was not correctly installed by the first verizon tech installer on Nov 7th, which is why we didn't have a dial-tone.

To my understanding, how could calls be made to POLAND and NJ state during the middle of Nov from the time we first had the verizon installer come in on Nov 7th 2008, and then us official moving in right after Thanksgiving weekend. There was never any dial-tone.

We put in a complaint to verizon dispute department, which lasted for months. After follow up and follow up calls with verizon, we found out a few days ago from the verizon rep, that no actual investigation was ever conducted and that we had no choice but to pay the extra fraud charges. During the time of the so called investigation we were told not to pay the 320 charge and just to pay the 260 regular monthly charge. They denied to send us the records of the calls and status check-up's we've all made between Dec 08 - Present JUNE 09. Their threatening to turn our business line off by June 29th if not paid.

Anne of Centreville, VA June 20, 2009

We have had intermittent crackling on our line to the point that we cannot use the phone when it occurs. Verizon has scheduled 1 appointment for 6/19, then sent us a voice mail to say the problem was resolved. After calling them to say it wasn't, we found out they had cancelled the appointment (we had to wait 2 weekds to get this one). We had to go to a supervisor to get it rescheduled for the 19th of June. We were given until 7 pm. They never showed. My husband called them to find out that at about 5 pm the decision was made to not come, but we were not notified.

After requesting a supervisor to call, we had an "important" appointment for today (6/20) from 8-11. They are running so late, that they have 3 more to go. I just spoke with Ericka, and they do not need to come in! Yet we were told that we had to be here or the appointment would be cancelled. My husband is in the hospital, and getting any informtaion from them has been impossible. I find it ironic, and unacceptable that a TELEPHONE company cannot contact their representatives in the field.

We have requested a refund for the 3 months that we have had this problem.

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