Complain about a product or service

Verizon Fios

DARREL of CLACKAMAS, OR November 15, 2009

I live in Oregon and I am a Direct TV customer, now that Verizon just installed FIOS on my street, I thought I would give them a try. I received a call one evening approx date 11/9...The call was a rep. from Verizon asking me if I wanted to give Verizon FIOS a try. and being that when it rains hard or snows I cant receive a very good signal with my DIRECT TV. So the verizon rep. set me up with a 2 yr. package in the neighborhood of 145.00 on a 2 year program. My current bill is 170.00 with phone INTERNET and TV. so being it was a little cheaper I told him to go ahead and set me up.

What had happen was I told the rep. that I didn't want a DVR just 2 HD receivers and a standard receiver, but later on I found out my wife wanted the DVR, AND DURING THE SETUP CONVERSATION he told me the DVR would only be 5.00 extra with the set up deal. I just said "we would not hardly use it" but I guess my wife thought we would. So I called the service department and e-mailed them asking if they would make a switch from A standard HD to a DVR. A rep from their service department by the name of "Monette" told me the DVR WOULD BR 25.00 extra on my monthly bill. this is 11/9 and I would not get my installation until DEC 5TH. I just wanted to switch them before they were installed, I emailed her twice and she said sorry sir switching to a DVR would be 25.00 a month. which was in no way what I was quoted by the sales rep.

So I called on 11/14 AM and ask another person and she told me the same thing so I told her to cancel the order, she then switch me over to another person, who was that? you guess is as good as mine. She said she would help me to get the DVR for very little and wanted to look at my order and bill, so I agreed , and she ask me what My bill was going to be and I told her approx 145.00 and she said "IT LOOKS LIKE YOU HAVE THE PREMIUM CHANNELS PACKAGE" I said Yes I do it was the set-up package I ordered that the sales rep gave me, she then said "WELL I WILL HAVE TO TAKE OFF MUCH OF THAT PACKAGE TO GET THE COST DOWN TO 145.00 OR IT WILL BE 35.00 MORE A MONTH" I SAID "WHAT" that is the package that was given to me to sign up with FIOS.. they tell you one thing then tell you another I am glad I contacted them or no mater what bill would be. So I told them to forget everything and cancel the whole order I will be keeping DIRECT TV.

michele of eldersburg, MD November 11, 2009

On Oct 8th my mother received her invoice with multiple Operator assisted calls on it (322.88 in calls. My mother NEVER placed ANY of these calls. Someone is currently hacking her account or her FIOS billing is mixed up somehow. I contacted Cherelle, Supervisor of the toll group\ who placed a hold on the charges & opened an investigation. I was informed that a block would be placed to stop any future operator assisted calls.

One November 7th my mother received her next invoice that had even MORE calls placed. This time it was 684 in operator assisted calls. I spoke to Carla in the toll group who connected me to FIOS repairs to see if something was wrong with the line. I was connected to and spoke to Alexia. He told me there was nothing wrong with her line. I just could not accept that answer, so I called the toll group again & spoke to Angela who transferred me to her supervisor Latoya.

Latoya said my mother made the calls & she just needs to pay the invoice! She also told me that Cherelle & the toll group was not able to place blocks on the line that it would need to be done through billing. I called billing and spoke to Sonya. Sonya placed multiple blocks on the line to avoid any future charges. She also transferred me back to the toll group agreeing my mom should NOT have to pay the charges since she has unlimited long distance, the calls just didn't make any sense and we believed a block had been placed on the account. We spoke to Brenda in the toll group who also agreed. Brenda stayed on the line with me to get in touch with the repair group to test the line again. We spoke to Dorian who said he really needed someone there at my mom's house to help test. He needed something rebooted (can't remember what he called it, router probably). We were to do further testing today (11/9) when I was able to go to my mother's house

November 9th, my mother called me to tell me Brenda called her & said the line tested clean, there was nothing wrong & she had to pay the invoice. I called the toll group again & spoke to Quinn who transferred me to her supervisor Lori. Lori told me the invoice adjustment had been denied there was nothing her or the toll group could do & nobody to further escalate to. She said I needed to contact billing to make arrangements for payment (she also told me the charges weren't Verizon's, they were MCI charges....now why would my mother use an MCI operator when she has Verizon?!? And yes, I know Verizon ownes MCI, but they see it as different departments.

I asked her IF it was proven someone tampered with my mother's box if they would reverse the charges, she said possibly. I then informed her I would file a complaint with the FCC. After cooling off, I attempted to contact repairs to see what it would take to have a tech dispatched to her house. I was willing to pay just to verify it WAS NOT my mother making these calls that mounted up to over 900! I got connected to Jeanine A of escalated billing. Jeanine is now opening another investigation & placed the charges on hold.

11/10/09 I received a call from Customer service working on the investigation. This rep (didn't write her name down)was saying things like maybe my mother doesn't want me to know she made the calls & just doesn't want to pay the charges, etc. I told her we placed blocks on those type of calls & she said since my mom had Verizon it woouldn't block the MCI calls & I needed to call MCI (which AGAIN is Verizon owned). I called MCI & explained the situation to them, Sopke to Rhonda R she had no clue what they were talking about. She said we could try a callgate to see if it would block them. The callgate will cost an additional 5.00/mo to block thirdparty calls, crazy if you ask me but to stop these people from doing this it's better than getting a 1000 bill!!!

The investigation is still on, but I don't think they're going to budge. My concern is even after this is over, we cancel the FIOS & use another phone company someone may still be able to tap into the account since no matter who you use for local service uses Verizon equipment (I used to be a Verizon employee) . I've been doing some investigating myself to see who these people are on my mother's invoice. I've paid to get reports on the cell phone numbers listed. I even looked up criminal records on some. It's interesting that most of the numbers are Omnipoint cell phones. My mother knows NONE of these people & the numbers may be linked per the reports I got from Itelius (sp?). Please help! Verizon says their FIOS cannot be hacked...I say it can!

Heru of Columbia, MD November 10, 2009

Verizon Fios is my provider for Phone, internet and TV. I signed up due to their promotion of a package of three offered for 99/month. Since then on I hardy get the right figure on my monthly, I almost alway get billed MORE than 99/month. The charge can go up to as high as 200+ that month and after hour of talking to customer service, got a credit back, next month I experience the same thing over and over again, month after month. I'm sure Verizon do this purposely, so for customers who are not as detail as I do, they'll gains millions for profit. I'm looking for people who are in the same situation and let's learn how to bring this matter legally and stop this unethical business practise.

Jessica of Bennsalem, PA November 4, 2009

My Verizon FIOS bill jumped from 232.22 (dated Oct 17, 2009) to 504.00 in the matter of a few weeks. At the time my service was suspended because I was behind on my bill. When I called to make a payment arrangement when the bill was 232.22 it was too late and my services were suspended on Oct 07, 2009. The service agents that I spoke with would not give me a reason why my bill jumped to 504.00 without notice of the price increase and refused to make an adjustment so I could restore my services which are now completely disconnected. I was treated with such distain. I've spoken with Verizon Customer Service (when I could get through and wasn't transferred from person to person) on several occasions. One agent told me that the charges would be adjusted, but he would have to transfer me to the right department first. The last agent I spoke with said, "Don't blame Verizon if you can't afford to pay your bill, we're not taking any charges off!" I did not receive any help from them. I am now without long-distance, cable, and internet. As of Nov 2, 2009 Verizon completely disconnected my services. I've contacted to my Public Utilities Commission who does not have jurisdiction over Verizon Non-Basic services.

Nandita of Mamaroneck, NY October 30, 2009

I switched service on aug 7th 2009 to verizon fios, I only had a month of service with them. The service was not great so I decided to go back to my cable company. I cancelled the service on sept 23rd 2009. I then recieved a bill with charges from the past sept 23rd to the end of oct. I then spoke to someone on oct 7th 2009 they were confused about my bill so they said someone would return my call of course no one did.

So I then called back and spoke to a very rude supervisor. They said i should have called to disconnect on sep 25th 2009. On sept 23rd when I called the representative said I was disconnected. Never told me to call back on sept 25th 2009. Now I am being charged for a service I did not use because verizon equipment was returned.

marva of severn, MD October 30, 2009

I have 2 separate phone lines in my home. One is for my 81 year old mom. Her phone is in my name so the bill comes under my regular bill. I contacted Verizon on 10/22/09 and asked them to put my mom's phone line in her name, and send a separate bill under her name. I was told this would take 24 hours and she could have a temporary number, which would allow friends calling her number, to be forwarded over to the temporary number. Verizon disconnected my mom's regular number, and placed a work order for a new number, not a temporary number as I was told. They also disconnected her regular number. On Friday afternoon, I received a call from a Verizon technical rep saying he was coming out to install FIOS equipment. I explained I did not request installation of equipment, but requested a change in name for one of the lines. He said he would come out and check the outside unit to ensure everything was O.K. When I checked for a dial tone on the afternoon of Oct 23, I discovered there was none.

I called Verizon to find out what the problem was. I was told the change had not gone through and the dept. that handled this was closed until Monday (Oct 26). Mom had to go the entire weekend without a phone. When I called on Monday, I was told they made a mistake and needed to put in another order and the phone would be turned on in a day. The phone was never turned on and I continued to call daily and speak with many representatives, thinking the problem would be solved. Mind you, I asked for a simple name change and no change to service. Finally I reached a supervisor and he designated the problem and said it would be fixed in 48 hours (2 days). To this day, Oct 29th, my mom still does not have a phone. This request was handled by Verizon reps who are inept and do not know the meaning of the word "service". It looks as though my mom will go into another weekend without service. Something needs to be done about the Verizon service and training for their reps. A simple name change should not meaning for the elderly to go without a phone for a week. This is unacceptable!!

P. of Media, PA October 28, 2009

On 9/18/09 Verizon Fios was installed in my home. The installer, Ty was too busy talking with friends about plans that night and in too much of a hurry to leave to provide explanation re how the products are used. He left router in corner on the floor. Called to register complaint, supv called and left msg. I have tried to call supv 4 times, left msgs, no return call from anyone. Still no wireless internet service. Calling tech support constantly.

Richard of Newport News, VA October 24, 2009

I notices an increase in my Verizon phone,FIOS Bill on 20 Oct 09. The extra sum of 15.70 was charged by this OAN for voicemail. I have no voicemail and never asked for such a service. I do not know how to use voicemail or if its available on my phone, but I certainly didn't authorize it.

Called the Verizon Billing and was informed that 3rd party companines send their billing to Vrizon and they must in turn bill me. I was unable to get anyone to answer the phone at 1-800- until the next day, when I searched the internet for the Company and found an additional phone number 1-866-. When I called that number I got some dorkey person with a foreign accent that wouldn't let me get a word in edgewise, but sais he was ending a e-mail to me to explainall about the chargesand would also include a 25.00 gas card. I attempted to be forcefull and said NO I want that charge removed from my Verizon monthly bill, he hung up.

I've called the Virginia state FTC and the FCC in washington and submitted a 2000b CRAMMING FOrm. I refuse to pay that 15.70 for some voicemail I don't use or even know how to use, definately didn't order it. I hope this will be taken care of soon, but there are SCAMMERS and Slammers and now CRAMMERS out there. check all your bills closely.

Karen of Chino Hills, CA October 20, 2009

I received a flyer from Verizon Fios, it said 99.99/month w/one year agreement (plus Taxes and fees). Free HBO, Cinemax,, Starz & Showtime. Plus multi-room HD DVR for the standard DVR for 90 days. When I called I asked what the fee's were? I was told that there wasn't any, except for any add'l DVR's and Boxes you ordered. No instullation charges or anything else. You only have the taxes on the added!

Before the first month was up I received the bill, which should have only been around 159.93, turned out to be 538.86. I called them and had the service turned off before the 30 day was up, so I wouldn't be stuck with lying company. They said my service would be turned off the next day, but 20 min. after getting off the phone with them the internet and TV went off, and a few minutes later the phone went dead. I had no way to contact anyone, not even 911 if there was an emergency.

The next day when I took the DVR's and TV boxes to the Verizon store, I called and spoke to a nice young man who got my phone turned back on for 10 days w/local service only. Of course when the bill came in it was inflated, they wanted me to pay for long distance which I didn't have. They wanted me to pay 71.62 for 10 days phone service.

These two bills have been in dispute with them since Feb. 9, 2009. I have called customer service several times. Every time you are put on hold for 45 minutes before anyone will talk to you. Then they transfer you to as many different departments as they can and if you are lucky someone will take something off the bill, but more likely than not they will not take off the disputed portions that you were not supose to be charged for. I was told by one customer service person not to pay the bill until I get it resolved. I should have listened, but I pay all my bills.

After several months after writing and asking for a revised bill showing what I was now being charged for,they would only send a bill with an amount on it and nothing else. I finally sent a letter to them and showed them a copy of the original bill and what was suppose to be free, and I took off charges that I wasn't suppose to have been charged, like instullation charges. I told them I would be paying by e-check and it would be there when they received the letter. They cashed it right away, and I didn't here anything from them. This was May 2009.

At the end of July 1009 I started getting weird phone calls from Collection Agency's. Two of them sent me letters trying to collect money from Verizon Fios. I wrote them both back explaining that as far as I was concerned it was paid in full since I had not heard anything from them, or at least it was still in disput and they could take me to court, cause I had kept every conversation I had with them. The calls never stopped and there turned out to be about 10 different people calling continually. Finally I decided 218.39 wasn't worth the trouble, so I sent one of them a check. This was the first of August 2009.

Well, Verizon Fios wasn't happy with that, in September they told the big 3 Credit report company's that I never paid them! Then they sent me a bill for the amount I had paid them in August. I could not beleave these people! What did they want my BLOOD! I had to call them, and a man told me that they made a mistake, and would send me a letter showing it paid. I just finally received it and it only said it was paid. No,we are sorry or anything!

I thought I was going to save money going with them instead of Time Warner Cable, but in the long run I could have had TWC for 5 months for the price of 28 days with Verizon Fios. The time of fighting with them over and over again on the phone and writing letters, my blood pressure and my weight went up, I couldn't sleep at night for more than 4 hours per night. The phone calls at all hours from there collection company's bothering me and my family. Finding out they were actually saying I never paid them to the credit company's was the last straw!

Jan of Sun City, CA October 20, 2009

Installation was to be 9/23/09; delayed bec. cable did not go to correct place. Installation on 10/6 was incorrect, did not have a TV package I had ordered. Spent countless hours on the phone, talked to many people, all of whom had different explanations, no one seemed to be able to rectify the situation. Finally corrected on 10/16. Several FIOS employees said outright that their cust. service is terrible.

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