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.

Chad of Alexandria, VA June 19, 2009

I had Verizon installed back in October. We ordered 1 hi def dvr, and 2 regular dvr set top boxes with the service being available in 3 rooms. Along with that came phone and internet service. Upon instalation I had to sign a 1 year contract agreement. Once we were set up everything worked great for about a week. After that is when everything has went wrong. First our hi def was shut off, and I had to spend an hour on the phone to get it working again. Since then the 2 set top boxes have not worked in the 2 bedrooms.I have been sent out new boxes and new routers several times to no avail.

I have been calling about 4 times a month since October (its June 19). I have missed countless days of work for techs to come out. They always show up late, early or dont show at all. so about 2 months ago I reported to customer service that I would no longer pay for a service that doesnt work. I was then shut off for non payment. I then called to try once again to explain my situation and said that if they could get my service to work I would pay to have it turned back on.

I made my payment, and 4 days pass with no service, I called tech support and a tech arrived the next day. He was great, got everything working, so I decided to call back to discuss credits. After about 2 hours on the phone being passed from person to person my service shut down again, so at this point I decided enough was enough. I have called demanding to speak to a supervisor twice a day for exactly 4 weeks now, I have not had one phone call returned, nor have I ever been allowed to speak to one. I am being told that I will be charged if I cancel my service, that I can not be credited for anything, and that techs will fix it. I have seen 5 techs, and a tech supervisor here that cant figure out what is going on. this service is an outrage, and the worst part is, I am still being billed.

I refuse to pay for a service that does not work. Since October I have spent 109 hours and 19 minutes on the phone(according to my cell phone statement)and missed 6 days of work trying to resolve this issue. The only result I have gotten is rude customer service people passing me off to others, no return calls from supervisors, and a large bill which will be left to attack my credit.

I have never been treated so poorly in all of my life. I feel i should be credited, and even further I would like to be reimbursed for all of my time from missed work, and all of the bills Ive paid during periods of no service. My bill is now 2 months behind again. Any advice would be greatly appreciated.

Susan of Robbinsville, NJ June 15, 2009

This is a complaint against Verizon FIOS for the improper handling of our account which has adversely affected our credit rating. We recently received a notice from a collection agency for a debt that we had tried to pay but that Verizon had insisted was already paid. On 12/27/2009 we cancelled our Verizon FIOS services. The service was poor, customer service even worse, bills were always incorrect and the cost was much higher than advertised. We received the final bill for those services and paid this bill in full and telephoned Verizon to ask about the early termination fee of 199 that was not included on this bill. We were told this charge would be billed separately.

The next, and only other bill we received from Verizon, was dated 3/7/2009. Page 1 of this bill stated FINAL BILL . Upon receiving this bill, with threat of a collection agency, we immediately went to the website as indicated to pay. The webpage continuously returned the error message that they were unable to process request at this time. We tried to access our Verizon online account to pay but no longer had access that account online either. We tried to pay the bill over the phone but the phone system was unable to process the request because the account number was not recognized. Over the next week we sent several e-mails and spent at least 8 hours either on the phone or on hold trying to determine the correct account number in order to pay this bill.

On 3/17/2009 we reached Pam at a customer service center in Florida who was able to connect us to Crystal in Financial Services. Crystal informed us that she had located the bill but that the account number and payment address were different than the one printed on the bill we had received which is why we could not use the online or phone payment methods. We would have to mail in the payment. She assured us that she would send out another bill with the correct account number and payment address. In addition, she would adjust the due date to provide time to receive the new bill statement and make payment.

When we had not received a new bill by 3/24/2009 we telephoned Verizon Customer Service again. On 3/24/2009 we spoke to Mr. Smith in FIOS Billing at 800-688-2880. He insisted that the reason we had not received a statement was because this bill had been paid in full. We explained to him that we had not paid this bill. He again insisted that it was already paid and we should just consider this our lucky day! Clearly the support staff in all areas of Verizon that we dealt with lacked the knowledge or training to properly assist customers.

We have made payment to the Collection Company of America for this debt. However, we are dismayed at the way Verizon has handled their customers. We spent countless hours trying to resolve this bill with Verizon in good faith. Verizon failed to properly train their staff to understand the computerized accounting system and online services and thus were unable to properly assist us. We were provided with incorrect information and as a result Verizon sent this debt to a collection agency which has adversely affected our credit score.

Verizon had made it near impossible to even provide payment when warranted. We received only one bill dated 3/7/2009 which we received at some point after 3/7/2009 and this debt record had apparently been forwarded to a collection agency by 3/24/2009 which was hardly enough time to make payment especially when 2 out of 3 payment options did not function properly. Adversely affected our credit rating.

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

Sharon of brooklyn, NY June 9, 2009

Sales agent came to my house and told me to switch over from DirectTv to Verizon online FIOS and in return they will pay the cancellation fees to DirectTV. I agreed, since the service offered was great.

After i recieved my final bill including my early cancellation fees from DirectTV i called and forward them the bill. I was told by the representative on the phone that such thing was not fesable., I called the sale agent and explained to her the situation.

She promised to take care of it and until now she avoids my calls and never pay the cancellation fees to DirectTV as promised.

gina of nutley, NJ June 9, 2009

i called verizon fios to switch my tv and internet service because of all the commercials and adds for the promotion of a new tv for free. when i called that promotions was no longer available. i switched anyway because i was suppose to receive a 200.00 gift card for best buy. i figured i could use the gift card toward a new tv. i switched service on april 10, 2008 and they told me it would take 2 weeks to get my gift card. Google1 month later i had not received anything. i called and after being switched, cut off and on hold for a total of 3 hours they told me i was not in their data base. they took all my information and told me it would be 2 weeks until i receive my gift card. 1 month later i still had not received my gift card. once again i called and was switched to different departments and on hold for hours to be told i was not in their data base. again they took all my information and said it would be 2 weeks to get my gift card. 2 weeks later i called again because i still had not received my gift card. when they told me i was not in their data base i told them to cancel my service. the representative told me not to cancel that she would have a supervisor call me back. it was 2 weeks later and i still did not get a phone call beck from a supervisor so i called again to cancel the service and once again they would not cancel they wanted me to speak to a supervisor. i told them i did not have time for this anymore and to cancel the service. the representative again said a supervisor would call me back. i never received a call from anyone. Googlei called back again and told them to cancel the service. again the representative did not want to cancel the service she wanted me to speak to a supervisor. i told her i had been waiting for a supervisor to call me back for a month and i want the service cancelled. i called cablevision and scheduled a date for them to come and switch me back to cable. i continued to receive monthy bills for the verizon/fios service. i called and mailed the bill with notes stating i asked for the service to be cancelled. i returned all the equipment and router to a verizon location and i have a receipt. Googleon the last bill they sent me they charged me for the router stating i never returned it. i again sent a note on the bill with a copy of the receipt stating all the equipment was returned. i continued to receive monthly bills and of course i was not paying for service i was not getting or for equipment that i had returned. i am now in collection. i called the collection agency and explained everything to them and they told me they can knock 30% off the bill. i told them i was not paying anything because i asked 3 times to have the service cancelled and i returned the equipment.

Bayardo of Gaithersburg, MD June 8, 2009

I was enrolled into a Internet, phone, Tv service bundle, that turn nothing like it was set the day I singed up, I made a lot of calls with no way out of an expensive lowend service.

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