Complain about a product or service

Verizon Fios

Caroline of Fairfax Statio, VA June 29, 2009

I have Verizon Fios. I have had numerous services issues over the last 2.5 years but this event takes the cake. My router went out. The router controls internet access as well as television programming data. Without programming data you can't even change the TV channel. So I had no TV & no internet.

I reported the router issue on Thursday June 25. I was told I would get a new router by Saturday. I found this unacceptable because this meant that I would not be able to work for two days. I work from home. Verizon assured me this was the best I was going to get so that was that. On Saturday afternoon I called Tech Support because the router had not been delivered. I was informed that the Tech had mistated the delivery date and that in reality I would not get the router until some time Monday. I asked why. They told me it was because UPS doesn't ship on the weekend. I told them that was absurd. UPS certainly ships on the weekend. It just costs more. I asked for a supervisor. The supervisor assured me there was nothing he could do. I again stated how dissatisfied I was. He told me to write the complaints department but that he was entirely powerless. On Monday I called billing. They said again they were powerless to do anything.

All I can say is that they are super efficient when it comes to billing me 200.00 for services. They just don't feel that my 200.00 a month in payment is work the extra 10.00 to ship on the weekend. In short Verizon says tough and too bad.

Magda of Downey, CA June 26, 2009

I am a new custoner with this telephone Co. when I was told they were going to provide high speed internet and telephone. They charged me over 400.00 for installation etc. but the internet connection failed constantly. After several calls they told his technician didn't complete the installation and that they were going to send another tech to complete it. its been more than two months and they never fixed the problem.

Laura of Long Beach, CA June 21, 2009

In june 2008 a sales person from verizon came to my home unsolicited selling verizon service. I signed a contract with her for the Fios bundle which included telephone,interner,cable tv plus equiptment boxes for 3 rooms. The representitive wrote on my contract that this all would cost me 96.00 per month plus tax for 1 year. After a couple months of recieving bills that added up to 135.00 or more, I contacted Verizon and was told they could not honor the contract because it was not suppose to be written up like that.

After speaking with several people that day and for months to follow, I filed a complaint with Verizon and The Public Utilities Commision. Verizon then agreed to honor the contract and reimbersed me for part of the time I was overcharged. That was in March 2009 and Verizon is still overcharging me and claim they will reimberse me at the end of my contract. In the mean time my fees have increased, my service interupted, turned back on, and I have recieved a letter in the mail from verizon saying I've made changes to my account but i have not been able to get access online to find out information about this change.

Sarah of Richmond, VA June 4, 2009

As I wrote earlier, we've been having a terrible time trying to get through to anyone at Verizon with our FIOS issues. However, the techs have been great and they have stuck with us trying to find the problem here. They think they've done so and it actually has nothing to do with the FIOS equipment - but with the power coming into the house.

After complaining, it's only fair to give them a lot of credit for sticking with us. They've made arrangements to work with the people from the power company so i don't even have to call them. I still think the layers of people and numbers you have to call is ridiculous - but the techs are great.

fatima of levittown, NY June 4, 2009

i had verizon installing service in my home on the 28th of may, since we didn't have no volume, we can not watch dvd, we can not play xbox, no picture at all, my husband and me spend time everyday calling and trying to fix the problem no satisfaction at all, june 3rd they send technician he said he can not do anything for the 4 tvs plus dvd, we called verizon again, they said we have to call samsung, we call samsung they said verizon have lot of problems they get lot of call,

i was scared to pay for something i didn't even use so i called to cancel, they really give me hard time i was on the phone for hours they keep transfering me from one to another until one women who was screaming at me, when i ask her name she hang up the phone, i had to call again finally i spoke de ms brown and i cancel the service, when i went home all my 4 tvs not working even with the dvd and the box, they destroy everything

my kids want to watch tv. they can't. i feel so bad for my little one who keep asking me for tv before he goes to bed, i'am affraid if i have to pay plus i had to rent tapes for my kids to watch i paid 24.99 i didn't use them at all so i have to return them today,

i called cablevision to sign with them the closest installation is the 18th of june, i am right now with no tvs or vcr or dvd no internet at all in my home, please help me, i had lot of damage, i appreciate your help. i dont know right now, if something about all the wiring the technician did because nothing is working at all.

Doretha of Brooklyn, NY June 13, 2009

On 5/22/09 I received a bill from VERIZON stating Internet charges of 97.97 even though I never hooked it up due to too many pieces. Cancelled service on 5/9 because FIOS was not in my area, so I was left with phone service which I hardly used.Total charges was 101.32 though I had NO FIOS and NO INTERNET!

Terry of Frisco, TX June 11, 2009

Frisco Texas – Verizon FiOS became available in our neighborhood during May 2009. A representative of Verizon walked our neighborhood door to door to take orders. I placed an order with him for the Double Freedom package – FiOS TV Extreme HD and Internet for 79.99 per month, plus the Multi Room DVR. The Multi Room DVR provides DVR functionality from 1 MRDVR to 2 designated SD for 19.99 per month. I asked if this included everything needed to get TV into all 3 rooms and he replied YES.

He called a representative of Verizon to check my credit and the representative on the phone agreed that I would get TV in 3 rooms for 19.99. BEWARE!! First of all, the Multi Room DVR service is not even available in our neighborhood. I found this out only during installation. Nor does the Multi Room DVR include the necessary equipment to get TV service in the additional rooms. They installed an “unexpected” 2 additional basic boxes at 143.76 per year. The agreement made on my sales order form for the Multi Room DVR system was not honored. Verizon said I was misquoted. You, as a potential customer, need to know the truth of this misleading and false information that can be given by the Verizon representatives

Agnes of Germantown, MD June 2, 2009

On April 25, 2009, I expanded my phone services with Verizon to Verizon Triple FIOS. My previous services only included the local line that was serviced by Verizon (I had selected their basic local plan). However, the long distance was serviced by World Discount Telecommunications (WDT). WDT set up our phone lines so that we could directly dial out to make long distance international phone calls to Poland. Verizon has had a record of this since I have been with Verizon for many years and they were the ones who had to authorize WDT to be our international carrier. Upon entering into agreement with Verizon FIOS, I was informed that the local line would be serviced by Verizon. I was never informed that Verizon would block WDT and that WDT would no longer be servicing my international phone calls. In addition, I was never offered any long distance plan thereby enabling Verizon, at their own leasure to pick and choose a rate that would be charged for my international phone calls. Since expanding the services to Verizon FIOS, and unbeknownst to me, Verizon applied the highest rate they charge to all my long distance phone calls (5 per minute!). And this is when they offer a 15/month (500 minute) plan that was never discussed or offered to me at the time of the switch to Verizon FIOS. The bill now is 1001.84 for my international phone calls (I was calling directly my relatives in Poland thinking that WDT is still my long distance carrier). When I called to discuss this issue and asked that my bill is re-calculated at the long distance rates and not at the local rates, the manager (Brianna) informed me that it is my responsibility to inform Verizon about my international phone calls and that Verizon would not know who my international carrier was. I would think that it would be Verizon's responsibility to inform their customer that they are disconnecting their current international carrier. I would also think that Verizon should be offering its customer the right to pick and chose which plan they would like to elect for ANY of the services that Verizon will be providing. After all, it is the customer that is paying the bill and not Verizon! Please note that what makes matter worse is that I have NOT switched from another carrier such as Vonage or Comcast, but I stayed with Verizon. Moreover, Verizon was the one who authorized the set up with WDT so that I could make the direct international phone calls. The manager I spoke with (Brianna) told me that I am responsible for informing Verizon about my long distance, however, it was Verizon who set up a direct connect with WDT so I wouldn't have to bother entering any pins and passwords. I did not switch carriers. I did not come from Comcast or Vonage. I stayed with Verizon. Therefore, Verizon had had an extensive record (over 4 years worth), since Verizon did the direct connect for me with WDT.

It is unacceptable that Verizon failed to mention that I will no longer be able to use WDT with Verizon, that WDT services would be dropped and that I would be charged a different rate for international phone calls starting immediately. Verizon failed to let me to pick and choose a plan that would suit my needs. No one in their right mind would like to be charged 5/minute when they can have an option to continue with their current carrier (at less than 0.02 per minute) or elect Verizon's plan at 0.10 to 0.17/minute! I was misinformed and misguided about my long distance charges. I was charged at the highest possible rate for my long distance phone calls (approximately 5/minute vs 15 per month for 500minutes this is at 0.10 to 0.17/minute vs 5/minute.

Why doesn't Verizon have controls set in system to ensure that once a bill hits certain level, they immediately consult the customer to make them aware of the fact that something is not right with the account? Why didn't Verizon give me, as their customer and ultimately, the person that will be using the phone and paying the bill, a chance to choose my long distance plan. No one in their right mind would elect to be charged 5/minute for long distance when they have an option to be charged between 0.10 and 0.17 per minute!

Daniel of Manalapan, NJ June 1, 2009

I signed up for Verizon FIOS (Internet, TV, Phone ) which started on Sept 12, 2008 for 79/month with free installation. Called on Oct 10, 2008 to cancel because unhappy with service. Was told that no early term fee would be charged since I called within 30 days. Set end date for 10/18 when Verizon would release my phone # for new provider to start. Called on 10/18 to confirm end of service.

Called on 10/20 to confirm end of service and returning 3 boxes and modem on 10/25 10/25 Returned equipment 3 boxes 1 Modem to Freedhold store and have receipt and confirmed over phone .Received final bill late nov/dec + 256 and -88, Called 2 times in dec to get -88 credit applied and paid. No help

In Jan -88 was being reduced incorrectly -44. Called Jan to get issue resolved. Bounced around, was told that they would resolve the problem on their side and set the proper service end date 10/20/08. Called in Feb and was waiting for Supervisor call return. Feb 20 bill had had early term fee which is incorrect. Called Early March and discussed all of above with customer service who said it would be resolve in the next bill.

Verizon stop sending bills and sent my account to a collection agency. I have spent hrs on the phone 2 - 3 times a month being bounced from customer service to VERIZON FIOS to FINANCIAL. They never resolved or returned my call. They advertise 64.99 and 79 a month and hit you up with installation, activation and prorated fees on your 1st bill. I had service for 1 month and 1 week at 79 a month how does that add up to 256. The only negative item on my credit report. Collection Agencies calling my cell and home at all hrs.

Susan of Riverside, CA June 1, 2009

I began service with Verizon October 2008. No complaints about service however I was being charged for a security suite I never ordered and never used. That being said, I called mid October 2008 to cancel my service as of October 27. I was moving and Verizon in not in the area I was relocating to. I called Verizon around the 21st of October to verify the procedure for returning equipment. Two additional phone calls and I finally had reasonable answers. Per their instructions, equipment was returned. I expected to see my final closing statement in November and was surprised to find that they were continuing to bill me. I call again. The rep told me I had never been disconnected. Huh? By this point it have been three weeks since the equipment was returned. She sweetly told me not to worry she would correct and I could expect to see a credit. My December bill arrives and I find that she had entered a disconnect notice - from the day I spoke with her not the October date. Additional charges show on the bill, both for service and now an early termination fee. I call again. This agent "Kelly" tells me that she can only credit back to the day they received the equipment and she is being nice in doing that.

I ask about the early termination fee as I had now had service for over a year. She informed me that I had a two-year agreement. Huh? I told her there was no way - as a renter with a one-year lease I would never agree to two years. Kelly cannot provide me with a copy of any agreements - that would have been handled on-line she says. She told me I would be able to get a copy of the agreement on-line. Did a search, nothing. Sent and email to FIOS - they tell me there is no policy posted. January bill arrives and imagine my surprise - they are still billing me. The bogus billing and the early termination fee have now increased the bill by approximately 300. I call "Michael" at FIOS. He tells me that he sees credits with no explanation, he sees the disconnect, but he cannot figure out what anyone has done or why. I mentioned that I did not think I should have an early termination fee - he asked me if I was sure I'd had their service for a year. Michael tell me that he is sending the bill to disputes - that will stop any additional charges and he is requesting that they audit the charges. He takes my cell phone number and tells me I should hear from them within 90 days. Well, it is now May. No one ever called or wrote. Additional late fees were added and now I receive a call from a collection agency. I will be stuck paying charges that no one can explain or justify. If I had a bad experience with one representative I could write it off as a new hire or an honest mistake. Given the lack of follow-through on Verizon's part on has to wonder if it is mismanagement or fraud.

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