Complain about a product or service

Verizon Fios

A of Annapolis, MD July 30, 2009

I have had the absolute worse experience with Verizon Fios. It started with a phone call for basic fios tv serice, however, the technician work order was for a full bundle package including premium movie channels, phone and internet! I told the tech I ONLY wanted the basic tv as I had at my old residence. I called the customer service department, was transfered to 4 people before I was sent to a retention representative that told me she would adjust the account.

The bill come a month later-I was charged for full bundle. I called, once again was transfered numerous times before someone said they would adjust the bill and will place an order to cut off the internet and premium channel, which I never ordered and should not have been hooked up by the technician and should have been taken off when I spoke to the retention rep the first time.

A month later, another hugh bill. I have been on the phone for hours, yes, each time I have called it has been well over an hour. I went to the local walkin center-and they called with me standing there, they were on the phone over an hour...and they could not get my account correct. This is too much!

Anthony of Staten Island, NY July 28, 2009

On 6/15/2009 I had cancelled my FIOS service and returned the equipment to Verizon office on Staten Island NY. On 7/23/2009, Verizon had charged my debit card USD108.36 for FIOS service. Overdrawing my checking account and because of which I am being charged bank charges for overdraft. I had called Verizon FIOS on 7/23/2009 to advise them of this wrong debit.After 2 hrs on the phone, they promised me the debit would be reversed on 7/24/2009. Today, 7/28/2009, the debit has NOT been reversed and i'm still being charged bank charges. Any assistance you can give me will be greatly appreciated.

David of Fanwood, NJ July 26, 2009

I had Verizon FIOS installed on 10/08, and every month, they overcharged me 10 to 40 for services I didn’t ask for. I made many calls to Verizon, and bogus over-charges kept coming every month. Finally, in 4/09, I filed a complaint with NJ State Board of Public Utilities. Within a week, my bad bogus over-charges were all clean up, and I received several calls from Verizon to off “apology for any inconvenience”. So, if you have problems with Verizon FIOS, file a complaint with your State Board of Public Utilities.

John of brooklyn, NY July 24, 2009

I believe verizon is using misleading sales practices to get customers to sign up for their new FIOS internet. When I signed up I was told if I'm not happy I have 30 days to cancel and switch back to DSL. So I called on the 29th day and was told that I only had a 15 day period to do so. After much argument, I gave up. Now I noticed on the verizon site that they have a 44.99 plan for internet and phone. Whereas I'm paying 64.99. I called verizon and asked if I can switch plans. They told me the 44.99 plan doesn't exist and that I must be looking at the wrong website. I told them to go to www.verizon.com and confirm for themselves. The sales rep. told me he doesn't have internet service at work and can't check. I find that very hard to believe. I think its their way of making customers stick with their existing higher priced plans. Then he asked for my cell# and SS# and offered me a discount on my verizon cellphone. After I gave it to him, he said he is not allowed to give discounts. Then why ask me for my personal info to begin with?

Eric of Hummelstown, PA July 23, 2009

July 22, 2009 - scheduled FIOS TV installation - already have internet and telephone with Verizon - new bundle offer. Approx. 2:00pm installation complete - all services up and running. Approx. 2:10pm FIOS TV ceases function. Internet service ceases function. In first one-half hour phone conversation it is discovered that billing department has made an error causing termination of service.

Second telephone call to customer service (approx. 45 minutes) to complain about internet service interuption (I was working from home - in midst of projects on internet). Several more phone calls - assurance of service resumption shortly. Approx. 4:30pm internet service restored - still no TV.

5:00pm call from tech guy - John - half hour conversation with him; initialization of service - some problem - he refers to video department with assurances they will call shortly and have service restored with one-half hour. No subsequent call. Next morning still no service. Additional call reveals his referral to video department was at 5:45pm and they go home at 5:30pm. July 23 at 8:30am still no TV service. Customer care rep. assures me that there is no one in higher authority with whom I can speak.

Denise of Henrico, VA July 10, 2009

I tried to take advantage of an advertised special to have FIOS, telephone and internet installed with a 150 cash back and 2 year price of 99 per month. Installation was scheduled on 1 July 2009 (order # VA00027820556. Someone from your office called on 30 June to tell me there was a problem with how the order was set up and they would call back in a day or two to rescudule the installation. I was assured by the person who called that I would still get the special offer. I waited and heard nothing. I called on 13 July 2009 and spoke with 5 different people and only the last could even find any record of the order and all they could tell me was that it was cancelled and that I would no longer be able to get the same offer. The offered me a number of items rather than the cash discount. It seems to me that this is false adverising and the person who spoke to me when I was contacted was dishonest about my being able to still get my discount. I have filed a complaint with the FTC. I have spoken with several other people who have been having issues with Verizon and I will be sure to advise them to do the same.

James of Los Alamitos, CA July 9, 2009

On June 22nd 2009 I returned home approximately 7pm from working a partial shift that day. I found a door hanger from Verizon explaining that the area was being retro fitted for Fios. At the bottom portion of the hanger was a hand written message from K. Buckaway stating; I need access to all areas (garage, storage, and master bedroom closet) on Tuesday, June 23rd at 9:00 am. The terms of my lease are very clear and simple. Only the owner or an agent of the owner may make entry into this unit for certain conditions, after the Owner gives 24 hour notice. Installations of this kind do not fall into those conditions.

That being said, I called Mr. Buckaway at approximately 9 pm the evening of June 22nd and spoke with him. I explained to him that there was not proper notice given for this and that my compliance was optional. I did however, understand his situation and advised him that the 23rd was my only day off in over a week. I work full time as a firefighter and work 24 hour shifts usually. I explained to him that I would make my property available to him the next day, except that I needed him and his crew not to show prior to 10 am as I had things to do that morning. I would make my place available until 11 am at which time I had another appointment. He agreed to to this and we hung up.

The next morning I went out to take care of some business and returned to my residence at 9:10 am to find that my garage door was open and the garage next to mine. There were crew members in my garage and they had parked their vehicles in our parking area, making access and usage near impossible. I approached one of the workers and asked him who he was, what was he doing and how did my garage door get opened. He stated that he was one of the installers of the Fios systems and that they gained access to my garage from my daughter. At this point I was not happy and went to ask daughter what had happened.

While I was out, my two daughter were home, ages 13, & 11. Prior to leaving I instructed my oldest not to answer the door while I was out. My daughters told me that a little before 9 am there was a knocking at the door. They did not answer, but looked to see who it was from their bedroom window, which is above the front. The worker went to my next door neighbor who lives in the upper rear unit.

The worker returned to ground level and called up to my daughters who were in there bedroom stating that "they were with Verizon, we spoke with your dad, James [last name], and he knows we are coming, we need to get into your garage." This again was knowingly directed toward my minor children. My oldest daughter felt between a rock and a hard place and reluctantly went outdoors to unlock the garage. I have since dealt with my daughter on her actions, but this is no excuse for a business to conduct their business in this manner. She should have never been put into that situation to begin with. I believe that is considered unlawful entry.

As if that was not enough, what the workers failed to let me know when I first came home was that in the course of my daughter opening the door for them, the garage door next to mine fell on her head. How did this happen? Well the garage door next to mine was not functioning properly, so the crew of Mr. Buckaway propped it open with a flimsy piece of stripping that is used to conceal the Fios cables inside the units that run along the wall. As she was walking by, that stripping slid out and the door came down on top of her head. Again, I had to find this out from her, not [the] employees.

I had given a call to Mr. Buckaway, and briefly spoke with him. I did my best to hold my tongue and decided that I would take this up with Verizon since I didn't feel anything productive would come about dealing with installers. To say the least I was quite furious, but I did allow the crew to continue there work as they had already begun their project. I am also a Chiropractor, but do not actively practice any longer. I examined my daughters head which was sore and causing her discomfort. There was a contusion approximately 1 inch in diameter and raised approx. 2 cm. I did a cursory exam on her and determined some ice and monitoring would be the best course of action. The bump took about 2 days to reside.

I took up the matter with Verizon and have been in contact with T. McMullen. I will continue to maintain contact with him and inform him as to how this matter is being handled. In this day and age I am in complete shock that there is a business model that would have it's employees feel they can shout to children locked in a home and ask them in a manipulating manner by using my name and the fact that we had spoke on the phone to gain entrance. Then on top of that fail to notify me that my daughter was injured as a result of her compliance.

Sandy of South Amboy, NJ July 9, 2009

Was Contacted by Verizon to sign up for Fios. Signed up for their bundle package and was quoted a good price. When I recieved my first bill they had charged me 147.00 for 1 internation call. So I called to complain and was assured it would not happen again was given a confermation number and everything. I still had to pay for that. Second month now I have 2 International Calls and thay charged me 457.92 making my total Fios bill 725.65!!! They have got to be kidding me. I am going to cancel this service and be charged 180.00. It will be cheaper that way! I am going back to Optimun!!

Jenifer of tigard, OR July 8, 2009

In November, I cancelled my home phone with verzon, and had Fios installed. I paid my phone bill on time in December, and recieved 2-3 bills for my fios after that, and paid them. Then I did not recieve any more bills, either email or regular. I called and asked where they were, and was told they were on auto pay, which was possible because our DSL was with them. in june I recieved a letter from North Shore Collection agency saying I had owed them 105.00 since November!(may and June fios charges) every fios bill was reverting back to that old phone bill, and was being called 6+months late!

Funny how collection can send me something, but Verizon sent us nothing, no statement, nothing. I called, paid it, and was treated like a complete deadbeat, I was hung up on 3 times! They even disconnected the internet after I had a zero balance. They promised me they would send me a letter stating it was their error, and any adverse credit was corrected, they sent me nothing, and I am getting the run around again. I pay my bills on time, this is their error, and getting it corrected is impossible! Help!

Jorge of La Puente, CA July 8, 2009

We received the visit of a Verizon representative and he told us that they (verizon) had a very good package that it was Cheeper than the service that we had and that he will garantee that everithing was going to be better, But the reality is that since de past 20 ofJune my service does not work I been trying to talk to a supervisor and all I receive is promises but nobody ever call us back I spend to many hours over the phone and nothing simes to work Verizon is aboiding me all the time and I still stock in the middle My TV does not work my Internet does not work and I am been billed doble from verizon and Direct TV.

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