Complain about a product or service

Verizon DSL

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It's not as though Verizon doesn't have enough trouble keeping its own DSL circuits working. Now they've knocked out someone else's, as Jim of New York, NY, reports:

Verizon, while installing a phone for my neighbor, disconnected my digital subscriber line (DSL, a data line). My DSL provider, XO, is in the process of having Verizon repair the line. Verizon has not responded promptly to restore the service.

I partially work from home over the DSL line. My job is to maintain Internet applications and web sites. Since the DSL line was disconnected by Verizon (five days ago as of now) I have been unable to work from home. Frequently my job requires me to work late nights and early mornings, which I can no longer do. Essentially I can no longer perform the duties of my job, and as a consequence my effectiveness and standing in the eyes of my clients and coworkers has diminished.

Erin of Morrisville, PA June 6, 2009

Last month my internet started to drop. I called verizon we tweaked the settings but the problem persisted. I talked to an independent guy and he felt that there was a problem some where in the line or at verizon. I ordered a new moden/router from verizon to be on the safe side. (Verizon was not willing to send someone out, felt it was my equipment). The problem continued. I insisted that verizon come out and look at the problem. The verizon rep fixed the internet but shortly after he left in went out again. I called the number given to me for a direct person only to find it was disconnected. I called the regular tech support number and went threw voice mail bull. Finally got a live person and they wanted to go through everything the guy just did. We have already done the changes to death I wanted them to get off the my system problem and look at their problem.

My computers can pick up and maintain other internet connects but not my conection with verizon (I am paying for service I am not getting). I was sent a second router/modem from verizon and my service is still down. It will work for about ten minutes then stop. I am using my neighbors internet in order to contact you. I have been on the phone with verizon for hours and hours. I have changed all the settings on my computer at least 7 times. Verizon has still not fixed the problem and evedrytime I call I get the lets look at your settings. They will not move foward from the settings and look at their system.

Wesley of Northridge, CA June 6, 2009

On or about February 15 2009, I called Verizon in an attempt to cancel my internet service. After going thru a automated menu, I was on hold for about 20 minutes before I got to talk to someone, I gave them my name and address and said I wanted to cancel my service. They could not find my account and said they would transfer my call to someone that might be able to help me.

After a click or two and ringing two or three times, their system hung up on me. I went to my bank, and had my charge card number changed, to block further charges. On April 21 2009 I received an Email from Verizon online to update my card online at http://www.verizon.com, but I no longer have my user name or password, and so I did not update anything, or give them my new card number.

On May 4, 2009, my charge card was charged for three months service, and again on May 26, 2009 I was charge for anther month. Both charges from Verizon were against my new card, which was never given to them, nor were the charges authorized, since I had actively tried cancelling my account several times. I have recieved No phone calls or letters, or any type of communication from Verizon beyond the charges to my account, and the email mentioned above.

Lynda of Holland, MI May 30, 2009

I am a student and took out extra on my student loan to purchase Verizon's broadband connection. I have not had an internet connection in over 6 years due to costs so this was a large purchase for me. When I received my first bill I immediately went to the store that I purchased my plan from and paid 720 the amount I took out from my student loan to cover 1 year of internet service. I was thrilled with my internet connection and even bought more equipment from the store. The second bill arrived and stated that I was paid in full with a credit of over 600.

Then the calls started to come stating that I am behind in my payments. Could not be, the check I wrote for 720 had cleared my checking account weeks prior. I immediately went to my local Verizon store to clarify. Apparently Verizon decided that I had overpaid my account (okay they are on track) but decide to send me back the full 720. Why they did not take out what I owed as of that date I am not sure and neither is any of the customer service, customer payment personal, any of the store personel, or any of the financial department personal.

No one can tell me why they sent back my money. They could only tell me that I had to wait 4 to 6 weeks to receive my money. That is fine if they could wait 4 to 6 weeks for my payment. No they could not. I am getting calls, letters, and even late charges. Is it my fault that someone at Verizon is a moron. They only could say that I was suppose to inform them that I wanted my over payment to be applied to future bills and I should have done this by e-mail.

No where in my information from Verizon does it state this. Infact in the Welcome phamlet it clearly states the conditions of Verizon's service agreement. And on page 11 of this service agreement it clearly says and I quote from paragraph 7 "You agree that we can apply deposits, payments or pre-payments in any order to any amounts you owe us on any account". So you would think that my pre-payment would at least been used toward the amount that I owed at the time that they decided to send back monies to me.

On March 31, 2009 I paid Verizon 720 on good faith. They received the monies from my bank. Then they wait 6 weeks May 11, 2009 before they send me my money back to me. And yet a week before they send out a check to me I talked to them and informed them that I wanted the funds to be applied to my account. Late fees and possible damage to my credit

Lynda of Holland, MI May 30, 2009

I am a student and took out extra on my student loan to purchase Verizon's broadband connection. I have not had an internet connection in over 6 years due to costs so this was a large purchase for me. When I received my first bill I immediately went to the store that I purchased my plan from and paid 720 the amount I took out from my student loan to cover 1 year of internet service. I was thrilled with my internet connection and even bought more equipment from the store. The second bill arrived and stated that I was paid in full with a credit of over 600. Great. Then the calls started to come stating that I am behind in my payments. Could not be, the check I wrote for 720 had cleared my checking account weeks prior.

I immediately went to my local Verizon store to clarify. Apparently Verizon decided that I had overpaid my account (okay they are on track) but decide to send me back the full 720. Why they did not take out what I owed as of that date I am not sure and neither is any of the customer service, customer payment personal, any of the store personel, or any of the financial department personal. No one can tell me why they sent back my money. They could only tell me that I had to wait 4 to 6 weeks to receive my money. That is fine if they could wait 4 to 6 weeks for my payment. No they could not. I am getting calls, letters, and even late charges. Is it my fault that someone at Verizon is a moron. They only could say that I was suppose to inform them that I wanted my over payment to be applied to future bills and I should have done this by e-mail.

No where in my information from Verizon does it state this. Infact in the Welcome phamlet it clearly states the conditions of Verizon's service agreement. And on page 11 of this service agreement it clearly says and I quote from paragraph 7 "You agree that we can apply deposits, payments or pre-payments in any order to any amounts you owe us on any account". So you would think that my pre-payment would at least been used toward the amount that I owed at the time that they decided to send back monies to me. On March 31, 2009 I paid Verizon 720 on good faith. They received the monies from my bank. Then they wait 6 weeks May 11, 2009 before they send me my money back to me. And yet a week before they send out a check to me I talked to them and informed them that I wanted the funds to be applied to my account. Verizon - what is your problem. If I have to wait 4 to 6 weeks to receive money from you you should be able to wait for me to pay the amount I owe you. Legally you still have control over my funds so my account is not past due. What do you have to say.

PAULINE of HEMET, CA May 27, 2009

Received a letter from Verizon 01/09 offering internet at 17.99/mo, since I had just got my computer fixed, I called the phone number on the letter 1-866-544-0375 and was offered a bundle of VERIZON DOUBLE FREEDOM, both phone, unlimited calling etc, what I hard already but the internet would be included for a total of 49.99 and 10.00 off for 3 months..I could not pass it up..was given confirmation #1195109122.

Well,Verizon has been billing me 79.98/mo, I have spent hours with billing people and they say no such record and will not listen to me, say no bundles like that could be given and even with this confirmation number they say no such record, I have been treated so rudely by Verizon reps, as I am sure they have noted my temper got alittle flared, but honestly I am telling the truth and out of frustration of trying to prove this did happen, they tell me sorry, no record of the occurring. A couple weeks ago, I checked automated billing for balance in all hopes they had some back billing credit, and I had a credit of 98.49 around May 13th, and I also s/w a rep and she confirmed, a few days later I get a bill and no credit to be found, called billing, no such record????? I thought for all the calls I have made and being dealt with so badly, can some rep go in and change things to my acct?

I am sure these reps hate me, but I am really a nice person, I just have lost all patience with them. Now, in the mail, last week I was offered the 49.99 bundle I had been offered back in Jan 09, I swear this offer was offered approx Jan 20th, 2009. I need some help in proving this was offered, I would not be fighting for all this if I had not been offered this. What can a consumer do to prove, I have given the so called confirmation number given to me and no one seems to believe me but it did happen and I am still fighting for my rights. I wish you could hear the phone conversations, it is impossible to deal with these people, please help me.

Maria of Helendale, CA May 22, 2009

Helendale, CA is a retired-community 15 miles away from Victorville going south, & 15 miles from Barstow going north. Only one phone company-VERIZON. No other possible choices. Been a customer for almost 7years, the last 3 pre-set appointments I had with them for in-service home maintenance, not counting outside services, nobody showed-up! I had to take off work(X3) to accomodate

the first two pre-set appointments i had to call in order to learn that VERIZON repairman missed the appointment; today(05/22/09) pre-set appointment was between 8-10AM, received a call from Verizon yesterday to confirm the appointment, & received a an automated text message this morning- "Your repair is scheduled for today. you will receive another text message when the technician is dispatched." @1013 to be exact, called VERIZON customer service-spoke with Mr.Glen, & instructed me to wait for another hour to an-hour &half, maybe Verizon repairman will still be coming. NO ONE SHOWED-UP. No calls nor text message. What happened to my scheduled appointment? It is almost 2PM.

A year ago, with "dry-loop" Verizon/DSL account I barely was able to use the web, it's on-off, on-off, everyday. That was when i have to call them & schedule outside & inside service maintenance. Verizon dragged for more than 12 months my calls to customer service/repair department. i pay my VERIZON bills, including a monthly in-service maintenance for 4.95/month since i started my subscription for almost 7years now. YOU ARE MY LAST RESORT. VERIZON KEPT DOING THE SAME THING TO ALL OF MY NEIGHBORS!

Thomas of Revere, MA May 21, 2009

On Saturday 16 May 2009, I called Verizon Customer Service to cancel our DSL service. I informed the representative of the poor performance of the connection (low speed, intermittent connection and long sync time when reset) and was assured by the representative that the service would be canceled and that Verizon would waive the termination fee due to the fact that it was service related. She also told me that because the billing office was closed at the time, I would have to call Monday to finalize the disconnect.

Monday morning, I called again to speak with the billing department only to be told that the termination fee could not be waived because we had not complained enough previously, and worse that they would not restore the connection when we asked for it back. I then spoke to a supervisor, a Mr. L, who offered to give back half of the termination fee but refused to reconnect the line when told that his offer was unacceptable. When asked to escalate the matter, Mr. L referred the issue to his manager, but would not allow me to speak to him or her but only to wait for a callback. Since then I have spoken to another supervisor (the managers will not leave callback numbers) who gave me the same story.

Marcus of Montclair, NJ May 14, 2009

I waited two days (5/12 and 5/13) from 8.m to 5 p.m) for a techician that was promised and never appeared. Thus, I was chained to my home for two whole days, suffering a terible inconvenience. The last straw was being cut off (puposely?) by the agent with whom I was spealing at 7 p.m. on 5/13.

Joyce of Los Angeles, CA May 7, 2009

For four months I have had problems connecting online. I have sat on the phone hours at a time and escalated to a high level technical center. But they keep dropping the ball, not calling back, closing the issue. I do not have reliable service nor repair.

Elena of Ventura, CA May 6, 2009

Verizon Sales calms are unsubstantiated. I've been lied to and given the run around when it comes to Verizon DSL. I have spent over 12 hours on the phone with Verizon to establish my DSL line and in the end I'm only getting 1.5mb where they originally promised 5mb. Half way through the connection process they bumped thier promised speed down to 3mb. However, they guaranteed I would get 3mg and not to cancel my set-up because 3mg is almost as fast as 5mg (what?) . I waiting 4 weeks for connection to find out my service will only get a maximum of 1.5mb. Verizon's reply? Too bad. My service goes down for hours at a time and the technical dept. claims it isn't a problem with their lines. My Mac is running OSX 10.5.6 with 2.4 GHz, 2 GB memory, all software updates complete and I have no software or hardware issues. When the line goes down I take my laptop down the street and guess what? No connection problems. So how is a problem with my computer and not their lines? By the way, they don't run a line check when I call about this problem. They will run a line test in the day but not at night when the connection is lost. Why? They have no logical explanation. When they eventually agreed to run a test on the line they told me the line is slower than normal for a 1.5 mg and when I ask what I can do they say not much because I need to share with other people in the area (what?) Unfortunately, in my area I have no other options and they know this so they are not working at resolving any issues... I'm angry, frustrated and I hope someone while get around to setting these people straight one day... Don't look to me because my nerves are shot and I've lost all hope.

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