Cheri of Plano TX (11/07/08) The company has the worst billing/accounting, customer service, and management I have ever encountered. The story begins with my move. When I moved, I called to transfer my service and asked if they could start my new service and retain my current service. The customer service rep said, sure?. (No training) She also told me to take the router from my move from address to the move to address. (No training)
To make a long story shorter, they ended up where neither service was connected and my new home had to be connected under a new account. Verizon then sent a bill to my new address for a fictitious account, the rep explained that it was the final bill from the old account. So, I paid it. Then another bill came a few days later, I paid it, assuming that it was a partial payment for my new service. Then, bills began coming just about once a week, but each bill had a different billing amount. This is where the calling begins.
I called Verizon and they explained that I had a couple of routers that needed to be returned, so, I returned them. They have acknowledged receipt, but they refuse to issue a credit. The customer reps claim to put in the request, and each time the request is denied. Several reps, during several conversations have confirmed the routers arrival, but somehow, they still refuse to issue the credit. I must add, that it was a Verizon rep who told me to take the old router, it was Verizon crew member who brought an additional router, and it was a Verizon services person who sent an additional router in the mail after the service was established.
Over the last 5 months, I have spoken to about 14 people with 2 of them being managers and they cant seem to get this situation under control. In the mean time, I have no service. Verizon has even issued me a refund check from the old fictitious and now have sent me to a collection agency for 51.00. How can I owe when Verizon sent me a refund check 2 months after the account closed.
Today, Nov. 6th, at 6:30am my service was disconnected while I was enjoying the election festivities. I finally contacted one of the managers at Verizon (after all of the initial run around). She said my account was difficult and that she would have to contact me a little later with the information. Now, its 6:26pm (the local office is closed) and I have not even a possibility of having my services restored today. Luckily I have all this time and no T.V. so I can express, through this letter, how ashamed Verizon should be with their performance. I refuse to close my account until this issue is resolved. Credits will never be issued nor will this ever be resolved until they fix this issue. Verizon should look closely at the accounting department; I think something fishy is going on. Verizon; Stop offering service you cant support!!!!!
Lack of productivity- I have spent several business hours dealing with this issue.
John of Redondo Beach, CA November 6, 2008
John of Redondo Beach CA (11/06/08) avoid this company at all costs, they cannot process an order properly, make sure fios is available in your area, they won't tell you that until they have a problem, also forward any calls from your old number to a mobile phone, they can't get a good number most of the time so everybody will call a number that doesn't work,
customer service is non existent, they make alot of excuses, the fios product is excellent, but the support is not there, go with cable until the customer support gets better maybe next year, it will keep your blood pressure at normal if you do, to bad for Verizon
loss of income, nobody can call me
Stephanie of Maplewood, NJ November 3, 2008
Stephanie of Maplewood NJ (11/03/08) False advertising. Mailer indated that offer included Multi-room DVR - record your shows in on room and watche them in another room with a Set Top Box. However, when I called on 11/1/08 and 11/3/08 I was told that that offered 10/31/08. I told them that the flyer I had said that the offer ended on 11/13/08. I was offer 90 daye free and have to pay for the other 9 months in the contract @ 19.99
I was ripped off 179.91 for the year contract I have to committ to. I should be getting the DVR for free for the year as implied in the flyer.
Rey of Brookyln, NY November 3, 2008
Rey of Brookyln NY (11/03/08) I first heard about FIOS in 2007, I was pretty excited about the speed and another option besides Cablevision. I have had the worst experience with Cablevision and thought anything would be better than Cablevision. In early 2008 a Verizon tech came by my house and informed me that FIOS was available in the neighborhood and asked if I was interested. He mention a price of 59.99 total for Verizon essentials and FIOS internet. Sounded like a good deal so I agreed. Loved the speed, till the bill came. I was billed 69.99 not the 59.99 the tech had said. I spent 3 days arguing with dozens of reps until they finally agreed to price me at 59.99.
In September FIOS TV was available in my area, the bundled plan through an online offer was 84.99 plus tax. Also, first month was free. When I got the first bill, surprise, surprise. I was billed 158 and change! I ordered the FIOS bundle on the phone because their online system wouldn't process my order. The rep I spoke with told me she would honor everything the online offer was offering. An total would be around 110-115 a month after tax.
When I called to complain they told me that the offer was not valid for phone orders and the first month free was for new customers only. I was in a fury and wanted to curse the rep, but kept my cool and asked to speak with a supervisor. The supervisor would not change the bill. She had the nerve to tell me the bundle was 99.99, meanwhile the price they advertise was 95. A channel that was free in their program guide was 9.99. I have called the last 3 days with no luck of getting my bill fixed.
I feel cheated by Verizon. I should have known better to get something in writing. This is not the first time. I use Verizon for my business, I was rated a cheaper price but billed completely different.
Glenn of Harleysville, PA November 1, 2008
Glenn of Harleysville PA (11/01/08) Had Verizon Fios installed on Oct.25/2008 and I have not had any phone service since installation. I have contact Verizon Tech Support (888-553-1555 & 412-497-7911) 10 times during the past week with no resolution. Each time I call I am put on hold on average of 10 to 15 minutes, each time I am guaranteed the problem will be solved. I ask for someone to call back and I have never received a call. Time consuming plus the lack of phone service is dangerous. Please help thank you Glenn Nixon
Economic damage is the fact we cannot call out to our friends / family by using our Freedoms package for unlimited calls within the United States. Plus the danger it presents if there was an emergency.
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