Complain about a product or service

Verizon Fios

Edmund of Chester Springs, PA September 20, 2009

There Tv guide is often wrong. We deserve to have accurate info about whats actually on. Today of all days its football sunday, huge ratings day and they advertised NFL football on channel 3, what is actully on is infomercials!!!!! The only game that is on is the Philladelphia scumbags. There is always two games early, I am an avid football fan but they should not be allowed to force any one game on us furthermore Verizon should advertise what is actually on, they should not be allowed to decieve its costomers like this.

Steven of Mont Clare, PA September 16, 2009

We decided to add TV/Fios to our bundled wireless and internet plan--mainly b/c of the 150 debit card that made it worth the switch. Little did we know that 3.5 months later, 6-8 hours on the phone and 20 plus calls later we would still be waiting for the card. No department took charge of the issue and Verizon conveniently used a contracted company for debit cards so we had to three way call, etc., but only to have the card sent six or seven times to the wrong address (similar street name) in another Pennsylvania city. When I called the person at that address she was as frustrated as me as she was also due a debit card for some weeks and had eventually settled on 150 taken off her account. From the beginning of June until 16SEP I have still been trying to straighten this out. I have been on hold several minutes waiting for a supervisor (another thing Verizon does not readily support) and have written this in the meantime. Just completed speaking to supervisor.

Sant of Hacienda, CA September 11, 2009

I'm not happy with the quality of Verizon FIOS TV. I can only get part of the service on one of my TVs. It was explained that that is how it is. When I complained about the lag time in commands and poor sound quality with all on-demand movies, I was also told "that is how it is."

Cory of Huntington beach, CA September 10, 2009

In August of 2008 I went online and signed up for a one year contract for Verizon FIOS service. Overall internet service was ok, except the first couple months, in which I had to deal with technical and billing issues because of a glitch in Verizon's system. After about 6 months of service I found out that I was transferred to a 2-year contract, which I never authorized. I had the customer service agent make a note on the account that I was supposed to be on a 1-year contract because I was only staying at my residence until August of 2009, the agent made a note on my account and assured me that I would not be charge an early termination fee when the time came. A few months later July 2009 came around and I got on the phone with Verizon again to cancel service, it took over an hour of waiting on hold and being transferred to reach someone "authorized" to terminate my service, and I again explained my situation and was told that the early termination fee needed to be evaluated by another verizon department and I would be notified by bill whether or not I was going to be charged a cancellation fee, but another note was placed on my account explaining the situation.

A few weeks later, at the end of August, I was billed 149 for an early cancellation fee and I called verizon, again waiting an hour on the phone, and eventually I got in touch with a customer service agent that said she would put a credit on my account for the charge, however it would take a couple weeks to process and get approved by another authorization department. After about a week the credit was not authorized and my credit card was billed 149. I immediately called Verizon and was routed through different departments for about thirty minutes until I was told that no supervisor was available and I would need to drive to the nearest verizon store, which was about 20 miles away. I drove to the verizon store and found that there was no supervisor available. Again I called verizon and waited over an hour on hold for a supervisor I was connected with Matt, the supervisor at a call center in Missouri for Verizon, he refused to give me an employee identification number or last name, but he simply told me that I was notified of my change to a 2-year contract by email, which I still have not received, and this implied my consent to the contract extension. Then he said that no one could credit my charge of 149 and the only way I could remedy my situation was to go through their legal department which I would have to contact through a lawyer.

Julie of Flower Mound, TX September 8, 2009

In January of 2008 I set up internet and cable service with Verizon and have been paying a total of 98.86 per month, since that time. July 3, 2008 I replaced my TV with a hi definition set. I called Verizon and asked what the monthly charge was for the hi-def service and was told that I would need the box and that it would be 9.99 a month. I explained to the rep that I was on a set income ( I am a senior citizen) and was he sure it would only be 9.99 a month plus tax. I was told that was the case so I ordered the box, which my son installed on July 12, 2008. On July 15th I took the old box to UPS with the label provided by Verizon and sent it back. I received my usual bill for 98.86.

In August the router for my internet service went out and when I called to get a new one I found out that I was going to be billed for both boxes as they did not have a record of the other box being returned, and if and when they found it would take approximately 90 days for a credit. This box is 4.99 plus tax. Well my August bill arrived to the tune of 141.17. I am sure you can imagine my surprise. I called and the first "Customer Service Rep" told me that the partial month shown on the bill was because when my service was out it kicked my billing out of a bundle plan. So in other words I was paying 46.07 for their faulty equipment. After a few heated words she told me I would have to talk to the FIOS department to get a credit. I was transferred there where I was told by the rep that he was service not billing so he transferred me back to billing. This time I talked with a fellow by the name of Chris. Chris said that the 46.07 was a partial month for the new bundle plan I was under. I told him I knew nothing about a new bundle plan and that I was told I would be paying an addition 9.99 a month plus tax.

I have budgeted for a cost of around 110.00 a month. It is now going to be 121.00 a month. I was also told that if I cancelled my service I would need to pay 178.00 for breaking a contract, which I don't have. He did however, manage to track down the other box and assured me he would see that I got credit in the next couple of months. I feel that Verizon has taken unfair advantage of me and I am sure I am not the only one. I know that a lot of people will shrug off 15.00 a month, pay it and go on. I am sure this is exactly what Verizon has in mind. It is time they are made accountable.

Karen of McMinnville, OR August 29, 2009

Verizon Fios is available at my father's Assisted Living Facility. I can deal with the 3 times a week they send a letter to our mailing address (where his phone bill comes) trying to get him to sign up for Fios--I just grumble and throw them away. The PROBLEM is they are now PHONING him--he is 92 and has difficulties as you may expect with hearing and mobility. He is fortunate we have discontinued his credit cards so he can not sign up. But I can't find a way to get Verizon to stop phoning him. He has to get up out of the recliner or from the bed to answer the phone so it is a really bad thing they are doing to an old, old man!

What can we do to get Verizon to stop calling? Do Not Call list allows companies you have dealings with to call you and he has Verizon phone service. Additionally: I fear some other people in assisted living will be taken advantage of by Verizon and give out their credit card number to authorize service. Senior Citizens are known to be susceptible to phone callers taking advantage of them financially.

mark of Glen Burnie, MD August 29, 2009

had verizon services installed in my home approx. three years ago. Had some problems in begining, and had to have an H.D. box replaced. On August 18,2009 I decided to replace Verizon, with Comcast Cable, their tech explained to me that I was never recieving High Defination TV, Because Verizon used a coaxile cable from their box to my televisions in two rooms instead of an HDMI cable. When I talked with a Verizon tech. by phone I was told that this is a common rookie mistake and should have been caught when the box was changed out. Verizon refuses to offer any refund, because I no longer have an account they can credit it to.

Earnestine of Columbia, MD August 28, 2009

Initially in July 2009, I was told by Mr. Meadows that I was eligible for promtion Movie Pkg for 154.00 for a year. But when I received a bill for 185.00. I was told by rep Kelly Freville that was mistake. So I was told I could get another pkg for 2 premium stations. But later I find out she only wrote for 1 on her paperwork. i talked to at least 3 reps that all gave me the runaround. I am a senior with a Disbaled husband who feels that I am been tricked about the prices for services. This quite FRUSTRATING!!!

Brenda of Ewing, NJ August 28, 2009

My father, Robert, passed away in 2006 and still receives marketing mail from Verizon Fios. I have called at least 15 times and keep getting the "run-around" and they keep saying they don't have a number to the marketing division, and they sometimes say "OK, I'll put it in to my supervisor" but the mail continues.

Ramon of Bronx, NY August 28, 2009

I have an account with verizon for my home telephone service and internet. my account was set up with a plan for unlimited calls for all united state territory and canada. this plan is known as double freedom and later fios double freedom. I have been with this plan for three years. the cost for this sevice is 64.99 plus taxes. Last month my bill came more than double. I call them because I noted they were charging calls inside united state as long distances call, that was supposed to be covered by my plan. The agree that something was wrong and the company representative told me that another company went into verizon computer system and tamper with my account and change to this company favor. they told me that they will correct the mistake and they will give me a credit.

this month the bill came worst. They gave me the same explanation, but they want me to pay all the money and pay an additional fee for they to set up my account with the plan I have had for three years. I closed the account because they did not give me any clear explanation of who was tampering with my account information and what and because I fill I have the right of not pay any mistake, error or change not authorized by myself as owner of the account.

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