Verizon Fios

I called the next day - and was told on an automated line that a rep would call me back. Received multiple callbacks with silence, automated recordings, being put on hold, multiple messages being played one over another - a total mess. Finally received a callback that connected me to a person - after several minutes of automated prompts and holds. The person apologized for the experience and recommended I never use chat, told me that my automated payments were stopped, but my plan was not actually changed. When I asked to reverse was was done without my consent, I was told that I would need to re-enroll to auto-pay myself. She was very polite and apologetic, but completely unhelpful with either reversing what was done or giving me any faith that this would not be a typical experience.

The web site is incredibly slow and produces random errors on various pages. Just getting to the right website is a challenge: there are different web sites for phone and FiOS, that look alike and it is not clear which site you are on or how to get to the other one - but they are not interchangeable: different logins. Finding anything on the website is a nightmare.

Today we just lost our Internet Connection again 1 day prior to New Year's Eve. I wake up to find no internet. Connection is out again! Yes the kids are still on Christmas vacation... Now I'm on the phone trying to contact Verizon again, losing more time and money from work "again" as I try to get Verizon to repair or replace their faulty equipment! Verizon has us paying good money for a poor connection, faulty equipment and slow repair service, plus all the many hours I've been forced to lose from work on the phone with Verizon and all the many hours I've taking off from work to be at home for repair technician appointments as well.... And Verizon just keeps sending me the bill. What about my bill for the thousands of dollars in lost time/income dealing with Verizon's faulty equipment!

Look I am in a position I cannot get online and I do not use that email address they have on file. All I am asking for is a simple request for account balance. Even credit cards provide it by calling, supplying an account number, maybe other info and the AI tells you the balance.

Another complaint, I wanted to block calls (mainly spam) from my line. The support at Verizon FIOS was impatient and told me it's this whole process and I need to access my email address and download their mobile app. I do not possess a mobile device because the one I had from Verizon FIOS could never receive calls for some reason even though I paid every month so I got rid of it. Well I called them months later asking again how to block calls and the lovely lady I spoke to told me a simple method using my channel changer to go in the menu option and select call logs where you have the choice to block certain numbers.

I use to work for Verizon back in the day when it was POTS and copper lines. I understand the advancement of technology created changes and with it come conveniences. But this company seems to want to insert inconveniences to the customer while charging high fees. I don't need to pay elevated prices only to be hassled when I call for customer requests. Xfinity, COX, even CenturyLink have an easy to use system to provide for your needs. I think it's time for me to change my provider.

1. I worked with a young lady, named Nicole. I made one phone call to my friend, Craig to help me with some initial phone choices.

2. I was going to be a new customer with the opportunity for free (not so free) equipment.

3. Chose Google Pixel 6, Samsung T227 Galaxy Tab A7 Lite, and Google Pixel Watch.

4. I was told there was a restocking fee of $50 if I did a return.

5. I switched my T-Mobile number that I had for years to Verizon

6. I did not know I was going to be charged for three lines, each device having its own. This was not discussed. To my surprise, this is what happened with a charge of over $277 for phone line services. Second surprise.

7. I went to Verizon in Hernando on Saturday and I was told that the exchange could not happen due to computer issues, it would be two or three hours. I went to the store with my two friends, Craig and Jessica. Craig asked the Sales Rep about earbuds and the rep was able to look them up. He also said that the folks that were sitting and waiting were waiting on their phones. I should come back and see Nicole on Monday. Seems like if there were computer concerns, everyone would have to come back. He told me to just see Nicole. I should have been assisted. It felt like I was being brushed off by someone else. Very sad, as I am disabled and it takes a lot for me to walk into the store.

8. When I returned the devices on Monday, there was a $50 charge but not for everything…$50 for each device. This was a surprise to me. Nicole came over to another salesperson, who was working with me (and I brought my friend, Jessica again) said to do the return, and walked away. She was not nearly as nice since I was returning everything I had purchased. She was very nice to me upon the purchase and I even said that to her supervisor. Sad, now that I am no longer a customer, to be snubbed. That same supervisor came over to the desk, where I was being helped by, I believe Michael. I can’t say for sure, because my refund paper works says, Nicole and Henry. He spoke to my friend, Craig who was trying to explain that I had no clue about three restock charges. Henry said that this is policy.

9. I purchased a charger, screen protector, and case. I was able to return the case but had to eat the cost of everything else. Apparently, you cannot credit or return accessories. I did not know this. Not never had an issue with T-Mobile.

10. After sitting for what seemed like hours, I had to pay money to upload the information from my Verizon phone back onto my T-Mobile phone.

11. I have to remark, the sales clerk even had trouble getting a hold of a Verizon customer service rep on the phone. After all of this was completed. We left.

12. I called Verizon and spoke to Lisa, who was very concerned about how I was treated as a customer, especially since I am disabled and it is very difficult to sit or stand in one place for very long. She said she would get me a refund and have me put back to New Customer Status. We would discuss sending me a phone and I would be reimbursed my money. The only thing I had to do is turn around and drive back to the store and make sure that the equipment was listed as returned. She could not help me with the three phone numbers still being active. This was supposed to have been done in the store. So, once again, I am back at the Verizon store. The same gentleman assisted me and my friend, Jessica. He said it was taken care of on his end and documented that Lisa did not see it obviously. He called Verizon. While we were sitting in front of him, the Verizon phone rep, put our salesman on hold, then another person got on the line. Our salesman started talking to him and the gentleman on the phone RUDELY suggested that our sales rep was racist. This is happening in front of us, the customer. Michael (I believe that was his name) was very professional. Told him he was going to hang up, get a different rep and report this. They exchanged words and Michael hung up. Our salesman was wonderful and professional. He apologized for the phone rep's behavior in front of us. Appalling. Lisa (Verizon Rep) did call on my friends, phone since I didn’t have a phone at this point.

13. I was there till 5:30 pm now and left to go home. I arrived home at 6 pm, in the dark, when I have issues driving, of course, this was very bothersome. All this time was spent trying to just get a return and a new phone. Never in my wildest dreams did I expect to spend six hours total at this store. So, now I am home and getting T-Mobile on the phone. I had to use my friend, Jessica’s phone because I clearly needed to get my service back and I can’t be without a phone due to my disability. (She lost work pay by staying with me)

14. T-Mobile was incredible. The problem was, I was never given a transfer pin. So, I called Verizon and my T-Mobile rep was going to call me back in twenty minutes. It took longer, but I did finally get a PIN. I gave it to my T-Mobile rep, but it was wrong. Another T-Mobile person was patched in to help. I called Verizon back and I had to have T-Mobile Rep, now Ann on the phone. The rep from Verizon did not understand, I could not get anything texted to me for verification, because I didn’t have a cell phone. I explained this several times. I kept asking for a supervisor.

15. Note to all, I must have asked for a supervisor on every call and no one was available, ever!

16. Now, back and forth with Verizon to verify me, finally happened, but not without tears from me and my friend calming my nerves down. I was never treated so poorly in my life. I tried to explain I needed my phone back on tonight. My friend missed work due to this situation, because she could not leave me without a phone to make these calls to Verizon, which should have been taken care of when I left the store to give to T-Mobile.

17. Finally, and thank God for T-Mobile, I was able to get my old number back. But they said they would have given me a temp number due to the fact I have physical limitations and really needed to be safe, I needed a working phone.

18. Exhausted and in pain from what I was put through, I decided to wait till the morning to speak to someone about finding this “LISA” to get me reimbursed and talk to me about the treatment that I received. She was appalled. She said this is not how Verizon handles business. Apparently, Lisa was wrong, because it was the worst customer service e I have ever experienced.

19. Today, December 6th, 2022…I made many attempts to call Verizon to have someone assist me with this issue. Never a supervisor is available. I was told to write Verizon. It talks about three to five days for even a response. I took the address, just Verizon, PO Box 408, Newark, New Jersey, 07101. They will be getting this letter.

20. I was told that Lisa was being asked to call me. It is 6:40 pm and no call from Verizon. I will be going to Verizon in Brooksville on Friday to see if someone can help me face-to-face.

21. Money lost, treated so poorly, and taking forever to get anyone to answer the phone at Verizon. No customer service.

22. So, here I sit, back with T-Mobile, but I am moving on Monday to an area where the only cell service that really works there is Verizon. I cannot afford to not be a new customer, as their plans and phones seem to be the most expensive out.

23. I will be going to my bank to dispute the charges. It is so sad this experience has left me wishing I have to be with Verizon. I wonder if others are having issues.

In closing, I wanted to be very clear about why I am so unhappy with the product and with the lack of customer service I received. The staff knew I was struggling in the store, due to my physical changes. I explain that same scenario over the phone, but no one cared. It just seemed scripted. Very sad. I have tried to do this complaint by the protocol, and chain of command and I have hit a brick wall. No one cares. I have tried to be polite. I did cry on the phone because I am out a lot of money and I don’t have a phone.

I understand policy and procedure, I worked in administration for a large portion of my career in healthcare. I will be complaining to the Better Business Bureau. I will be going on social media to let others know about my experience, so they don’t have to go through this. If you don’t have to use Verizon, I would stay away. My own personal experience. I will be contacting a consumer protection agency to see if they can investigate this situation.

I am sure there are people out there that enjoy this service. I wanted to be one of those customers, but sadly, that did not happen. So, I am in a situation where I am moving on Monday to a place where I can’t get phone service, I am disabled, so this should be interesting. If anyone has any ideas, I would love to hear them. Please send me a message on Facebook or Instagram.