Verizon Fios Reviews

I called Verizon customer service on the morning of 8/14/2011 and spoke to a member of the management team who informed me that transfer of services would not take place on 8/15 and that she had no other information to share with me and could not provide me with a phone number to call and reschedule. On the afternoon of 8/14 at 5 p.m., I turned my television on at home and was unable to watch television or get on the Internet. Verizon had cancelled the services at my current address without being able to connect services at my new address.

I called the telephone number that was on the TV screen and entered quick code 8803. I was directed to speak to someone and spent an hour and 10 minutes on the telephone with Verizon, in which I was transferred six times and when I asked to speak to a manager, I was told okay and then transferred to the DSL service line. Upon calling back, I was informed that I would need to call back tomorrow (8/15) during regular business hours.

My service remained off and I received no assistance from Verizon on 8/14/2011. I called Verizon the morning of 8/15 and spoke to two representatives, one transferred me to another who claimed she could not assist me as my address was incorrect. I explained to her the problem I was having and she said there was nothing she could do and that she would transfer me to someone who could help me and then she hung up on me. I called again and spoke to a guy named Vernon, who was very helpful and transferred me to the consumer affairs division in which I spoke to a lady who informed me that Verizon could not reactivate my account at my old address because of the strike.

Bottom line: I wanted the service to remain on at **, Va 23294 until services would be transferred to ** , Va 23294. Verizon should not have cancelled services at one location without being able to transfer services to another location. Now I do not have access to Internet nor television and I cannot get services reactivated or transferred because of the strike. This has caused a massive inconvenience for me as I also work from home at times and now I am unable to. The customer service received from Verizon through this process was unacceptable and the issue of my service is not resolved and I do not have a time frame as to when my service will be activated.

Two weeks later, two days before our installation appointment, Verizon Fios installers went on strike. I received an email that basically said, due to work stoppage (nice euphemism, Verizon!), they were unable to schedule an appointment at that time, and a CSR would call to reschedule. Uh-huh.

The day of my original installation date, August 11, I began calling Fios' 800 number. I called them on the 11th, twice on Friday, the 12th; and three times yesterday, Monday, the 15th. I have tried to A) cancel my order, since the installers are on strike and it would seem there is no end to the strike for possibly months, and B) get my $250 refunded. I have alternately been put on hold, transferred to different departments, hung up on, yelled at, given other different 800 numbers to call, offered more services, given useless tracking numbers. I have been told to call financial services (a department I don't think exists), been told someone from the credit department would call me, spoken to "supervisors", told to speak to supervisors, been asked by two different CSRs if they could call me back...the first time I actually fell for that line.

Most recently, I was on the line for 45 minutes with a man who eventually transferred me to a woman in a department whose title I can't even remember. While on this three-way call, the man explained my situation to the woman, specifically told her I wanted to cancel my order and get my deposit refunded. She responded in the positive to everything he said, then began by asking me what I was calling about. What?!

As soon as I said I was cancelling my order and wanted my deposit back, she interrupted and said, "Oh, you want payments and billing. I will transfer you," which she did without giving me an opportunity to say another word. I was transferred to 'hold' muzak for 15 minutes, after which the system hung up on me. **!

I will start all over again this morning, and I will have resolution. You don't get to keep my money, Verizon!

To make the long story short, I was lied to by the sales representative on many things. I was told that because I was employed by the state of mass, I would receive a discount. Well, that was a lie. I was also told that because I have Verizon cell phone service, I would get a discount and that turned out to be a lie also because the phones are under my wife's name, which I had asked numerous times in advance.

I called and complained when I got my first bill because my discounts weren't there and they charged me $109 for installation, which is supposed to be free. Now I bought a new house and they also charged me for service before I moved in, which I stated that I didn't want the service installed before I move in if I am going to be charged. I was told by the sales rep to just call when I get my first bill and they will waive those and will put a note in the system.

I got my bill, called, and no note in the system and this was on the 20th of July. I spent an hour on the phone and a gentleman took care of all of my problems and reduced my bill for me.

I logged in to my account online to check the updates and nothing was adjusted. I gave it a few days and checked back, still nothing. Now it's three days before my bill is due so I decided to call them and of course its the usual blah blah blah. They told me they can't waive those fees and there are no notes in the system. Of course and they cant talk to the guy who I dealt with because Verizon is on strike in the northeast, which is where I dealt with.

So after being talked to very rudely and being passed to a supervisor who was a **, I told them to cancel my service. One month with these ** is enough and I will never go back. I will not pay my first bill. I don't care if it goes on my credit. They can kiss me where the sun doesn't shine. All they do is lie and lie somewhere. It's all convenient for them--no notes, the guys on strike, and of course we didn't record that call they told me yet they say all calls are recorded before they pick up the phone.

Do yourself a favor. Stay away from Verizon Fios.

My mother is 88, my brother is completely disabled, and Verizon turned off their TV and Internet by a mistake Verizon made. My sister and I have spent countless hours on hold, getting the runaround from Verizon customer service, with no results. We have been told the service would be restored four times now and still no service six days later.

Comcast will be our new service provider. I just can not believe how bad our experience with Verizon was. Do not sign up with FIos, word of warning.

Please investigate Verizon FiOS' store manager Adam **. I strongly believe that he is stealing money from the clients. I made my payments and he didn't report them to the Verizon Payment Center. I paid a total of $204.00. On 7/22 I made a payment of $50.00, in which he reported to the store today. Amazing, this guy! On Saturday 8/6/2011, I made a payment of $154.00. Mr.** sent me an electronic receipt reporting that I paid $151.00. He stated that my service will be reconnected in 15 minutes.

Today, I went to the store after 3 days without service and Mr. ** said that he "erroneously" made the deposit to another cellphone account (**). When I called the Payment Center due to the interruption of my service, the Verizon representative on the phone said that the mentioned phone number (**) in the account was not valid. I found out that Mr. ** didn't even report any of my payments. The Verizon representative from the payment center asked me to email the receipt and I went to the store right away after I found out that my payments were not reported.

Mr. ** didn't even apologize, was arrogant and rude. I kept my manners to deal with the situation but I ask you please to investigate this thief as soon as you can.

I appreciate your time and have a nice day.

I wanted to change my plan to a lower rate because I cannot afford 150.00 a month. I wanted to do prime channels and do 5/5 for internet since my bill was raised from 87.00 to 150.00 in one month. She stated that since I am on a contract I cannot make any changes to my plan until the contract ended. I try to tell her that a co-worker of mine was able to downgrade his plan to save money. I told her she was rude and she stated to me, "You have been very rude." She also said I will have to pay a fee of 300.00 if I cancel. I never said I wanted to cancel.

She didn't listen to me because she has no customer service skills and either needs training or needs to be fired. She also had the nerve to say she would've offered me a promotion, but I don't want one. She was really just not a good customer service representative at all to deal with. She said I was tripping.

I have never encountered anything like this before ever with Verizon FiOS. When my contract ends, I am thinking of trying a route for internet and cable. I don't feel you deserve my business. She is really a bad impression of your business. Good Luck.

What does being a "valued" customer mean to them? Frankly, in this economy, house electricity and water are necessities. Cable internet and phone, those are luxuries! My bill is supposed to be 139.00 a month, yet I'm sitting here with a bill for 658.44 (2 months) in front of me! I spoke to several customer service representatives after being on hold for no less than 15 minutes each time and all they can say is "Wow, that seems high but we can't tell why." Really? Oh wait, they did mention something about a third party charging me a mailbox fee which they knew nothing about and which they said they could only credit me back so far!

Now, I have no cable. After waiting all weekend to talk to someone there who wasn't automated, saying the soonest they can get someone out here is Wednesday. Well, that's all the time it will take me to switch cable companies! I was overcharged, without cable, and they have poor customer service. Keep up the good work FiOS!

I finally got so frustrated with each person telling me they were fixing it (after at least an hour on hold and many transfers each time) and not fixing it, that I cancelled. I felt like I was going to have a stroke from their stupidity. Can you believe it took eight calls to cancel? I cancelled and they still sent out people to mark the lawn and dig up the yard! They are beyond incompetent! They have a decent product and should be cleaning up the market, but with a corporate mentality of screwing the customer at every turn, they never will. I am sticking with Comcast who answers the phone 24/7, doesn't charge for service, and does what they say they will do every time! Stay away from Verizon!

Now, this is 2011, get it fixed! I cannot believe this and am outraged at the service they provided. I pay you people $300- $400every month for DSL, cell phones and landline so I am extremely annoyed at this service. Don't tell me the funds aren't there. The trouble tickets aren't going to get fixed if you don't get more servers in this area. Don't be stupid or lax in providing customers the service they pay for. I got dropped less when I had dial up! It took Verizon probably 10 years to finally get new cell phone towers in my area. I don't want to wait that long for you people to get up to date with the internet. Get with it !

Service tech scheduled to arrive at my home when no service tech needed, promised service follow-up calls not received, emails of new service and installation dates (service already installed) keep being emailed, turn of off services (all fees have been paid to date and have never been late). This is a new account. We have only been with Verizon Fios since June 1, 2011. Wanted to cancel and go back to Comcast but was told by Verizon Fios that we would lose our phone number of 14+ years.

We are hoping to resolve the issues as we do NOT want to lose our phone number, if at all possible. Please help as I have never dealt with any company whose most blatant, unbelievable lack of communication between their customer service representatives and computer data base is still in business. Thank you.

I think Verizon is using misleading and false advertisement to attract its customers. They deceive clients by adding additional charges to their accounts and making it very difficult to reach them in order to reach an agreement. Their customer service is open from 8-6 and I work from 7-7 everyday which makes it very hard to reach someone and when I send an email, they told me that the matter has to be discussed over the phone. I did attempt to contact them but they placed me on hold for long time which makes it difficult for me to contact them during my work hours.

Verizon lure you in with the great promotional deals then stick it out after your first bill. Something should be done!

I am a disabled 9-11 initial responder now on a limited income. There are other events such as having to wait for 14 days! Yes for having no service and they had me down as a "medical." (I was non-ambulatory at that time and don't own a cell phone.) And then there's the late fees because I couldn't pay my bills online or by phone because FIOS did not recognize the phone number they issued me. I had to hire somebody to go to their office to pay and somebody to sit here and wait for those repairman that never showed as well.

And there's even more but if I go on I'll give myself a heart attack.

Over the next 3 months I had to reboot the modem daily and sometimes more often than that. At the time this service man came out they offered me a reduction in my monthly bill of $5 a month. Finally, I decided to find another provider and called Verizon to stop service. My Verizon bill had been paid by automatic withdrawal from a credit card. 4 months after I changed service I received a bill from a collection agency for Verizon. They want 2 months of payments and an early disconnect fee. When I called to try and straighten this out they told me there was nothing they can do because this account is out of their system. I never received any bills from them in my email or physical address.

A voicemail was left with a number. I called that number back five minutes later. I received a recording that stated the offices were closed and to call back later. A few minutes later, I received an e-mail stating that more information was needed to process my order. There was also another number in that e-mail for me to contact. I called the number around 6:30 pm. After being re-routed several times, I finally got a very helpful representative on the phone. She stayed on the phone with me for nearly an hour (mostly because she was never able to pull up the order number that I was given by Verizon), and told me that there was an issue with my residence because it is a garage apartment. She told me that she would set me up in the system as a garage apartment and I would be good to go for an appointment on Tuesday, July 5. I also received another e-mail confirming my appointment on the 5th and the time. I thought everything was good, once again.

The next day, I got yet another call saying that there was more information needed to process my order. I called the same number again, got a young gentleman on the phone. Once again, he had problems pulling up my order. He told me the system automatically generates those calls, and that everything should still be in place. I thought everything was fine. Then I got an e-mail from Verizon, yet again. This e-mail stated that my appointment time has been changed to July 26, 2011, arrival time of 1-5 pm. At this point, I was frustrated. I called Verizon yet again, complained about the appointment time to the customer service representative that I got on the phone. Once again, they were not able to pull up my order by the order number that I was given. After she finally pulled up my order, she confirmed my appointment time for July 5, 1-5 pm.

I thought everything was great, once again. Then, a day went by. No e-mails or calls. On July 4, the day before installation (and my day off), I received an e-mail at 4 am stating that my appointment was now set to August 25, 2011. At this point, I was completely furious. I called customer service once again. At first, I was directed to technical support by an operator. When I told him that I had a problem with an order that was placed, he told me that there were no customer service representatives available because it was a holiday, and that I would have to call back tomorrow. I refused to accept that answer due to the fact that my appointment was supposed to be for the next day. I insisted that I must speak with someone, and he finally got me to a customer service line so that I could hold for a representative. Well, I got a representative on the phone, but I got a very rude representative at that. You could obviously tell that she didn't want to be at work and she really didn't want to help me. After I told her my situation and gave her my order number, she once again had issues with pulling up my order. After she finally found it, by my phone number, she placed me on hold to speak with dispatch about my appointment for the next day. She was not able to confirm anything directly with me while I was on the phone. She told me that she would call me back later in the afternoon with an appointment time. I asked if it was going to be for tomorrow and for the same time. I made sure to make my point that I took the day off work to have this installed, and that I needed my appointment to stay the same, for the same time, at 1-5 pm. She got an attitude with me when I insisted that, and in a very rude voice, said that she would call me later in the day to confirm an appointment.

I told her that if I didn't hear from her and that if no one showed up tomorrow, I was going to be a very angry customer and that it would make me want to cancel my service. She obviously didn't care because she rushed me off the phone saying that she would call me back. Well, surprise surprise, I never got a phone call. But I did get an e-mail at 3 in the afternoon, confirming my appointment for the next day, 8-12 am. This made me very angry. I clicked on a link in my e-mail to confirm the appointment. I was with friends who came in town to visit, we were in DC for July 4th celebrations and I did not want to take an hour out of my day to argue with Verizon on the phone. I shouldn't have to do that at this point. I clicked on the link and it took me to a confirmation page. I was able to change my appointment time for 1-5 pm the next day, and I CONFIRMED it. Well, then I got four e-mails sent to me confirming services that were supposedly ordered by me. "Extras" for internet service. I did not order anything extra so I was very upset about this. Like I said, I did not want to call and argue, so I decided I would call the next day.

I called Verizon at 12:32 to talk about the services. I got a very helpful gentleman on the phone who told me he didn't see those services ordered, and that I would be okay. I also asked him to confirm my appointment time for that day, and he said the technician is set to arrive between 1-5 pm. Well, around 2:30, no one showed up yet and I was getting a little worried. But I figured I would wait to call because my appointment time was 1-5 pm. At 4:55 pm, no one showed, and no one called. I decided to call customer service. When I got the customer service representative on the phone, I was very upset and very frustrated. Obviously, she could tell that I was upset. Well, she didn't really care. She seemed like she was just frustrated for having to help me. She pulled up my order, after once again having a hard time finding it. She told me that it shows that FiOS is not available at my address, so that may be the problem I am having. She also told me that it may be because I still have my DSL hooked up.

As you could imagine, this made me livid. After speaking with four different customer service representatives, this was the first I am hearing about this problem. I explained to her that I have Verizon FiOS cable in my apartment, so I know that it is available. I told her this cable was not in my name but in my landlord's name. She placed me on hold while speaking with dispatch. I told her that I needed someone at my residence that day because this is the day my appointment was set up for. I told her that if that won't happen, I would want to speak with a supervisor and cancel my FiOS order. She told me that it probably wasn't going to happen because it was 5:45 (yes, I have now been on the phone for almost an hour). I told her I wanted to speak with a supervisor. She got very rude with me and put me on hold for a supervisor.

After being on hold for 20 minutes, she came back and told me she was transferring me. Then, I was hung up on. I was beyond angry. I called back, got hung up on again twice. I called back the third time and I finally got someone on the phone. I told him that I wanted to speak with a supervisor right away. This man was very nice to me, and totally understood my situation and my anger. After a few minutes of talking with him, I calmed down. He told me that there was a problem with my address because of it being in a garage apartment. He told me that he would have to set up my address in the system, and that it won't be able to get installed that same day, July 5. He told me he would take care of setting me up in the system, and that the next available appointment day was July 16, because I requested a Saturday. I told him to set me up for that day. I asked him if I could get some sort of e-mail confirming this because so far, Verizon hasn't been very good on their word. He told me that I would receive an e-mail to confirm the appointment once my address was set up. I was on the phone with this representative for almost an hour, and I was satisfied and I thought the problem was solved.

On Monday, July 11, I still hadn't received an e-mail confirming my appointment so I decided to call Verizon yet again. I was dreading making the phone call because I knew how much of a hassle it is getting a customer service representative on the phone and explaining my entire situation over and over again. I called in, and after two minutes of holding, I was hung up on. This wasn't a good start. I called again, held for a little bit, and finally got a very helpful lady on the phone. I explained my situation. She told me she saw the problem and that my address wasn't set up in the system. I explained to her that the last guy told me he was setting me up. She informed me that didn't happen. She told me that she was going to take care of it; she reassured me that she would do it, and make sure it got taken care of. She told me she would call me back the next day and basically made me feel comfortable that she would actually call me. I asked her if this meant that my service wasn't going to be installed on Saturday. She said that it still could be, but there is a chance that it couldn't. She once again said that she would call the next day. We then hung up.

The whole day went by and I got no phone call, no e-mail, and no confirmation. I called Verizon again on Wednesday, July 13. This time, I didn't want a customer service representative. I wanted a manager or a supervisor. I was over Verizon and all of the problems that this was causing me. I thought they should be happy that I was still willing to get their service after all this crap. I called and told the person who answered that I wanted a supervisor in the Maryland office that I could speak with about my Verizon FiOS Internet Installation. They asked for a phone number. I have a phone number with an out-of-state area code, and because of that, they always want to transfer me to an office that can not help me. So I made sure to state that I was in Maryland. Well, the guy on the other line wanted to argue with me and tell me he had to send me to the other office because they were the ones that could help me. I kept explaining to him over and over that I wasn't in that state and they won't be able to help me and that the phone number is a cell phone and I didn't have a local number.

After a couple minutes of arguing, I asked him to just please get me to a supervisor in the Maryland office. He asked me to hold on but he didn't transfer me. He put me right back to the main hold cue. I had to go through the whole ordeal again to get directed back to an operator just to ask for a supervisor. I got a woman on the phone and asked for a supervisor in the Maryland office. She got a little confused and said to hold on because she was in the Virginia office. She picked the phone and said that she would transfer me. I was put on hold. A gentleman answered the phone and I asked to speak with a supervisor in the Maryland office. He stated that he was in the Columbus office. I told him that I asked for the Maryland office and asked if he could transfer me. He said he would. I got transferred, put on hold. Another woman picked up and I said I needed to speak with a supervisor in the Maryland office. She hung up on me. I did not pick up the phone and call back. I was too angry and upset.

I decided, instead, to file a formal complaint. I have spoken with 11 different customer service representatives over a span of almost 10 days. My Internet still isn't installed, and my problem isn't resolved. I will be calling Verizon again. I will be speaking with a supervisor, and if I do not get any answers or any kind of help, I will be cancelling my Verizon DSL service and my Verizon FiOS order. It is completely ridiculous to get this kind of service from such a huge company. I have given Verizon more than the benefit of the doubt but if I don't start getting some answers, they will be losing this customer, and many more from all the complaints that I will file.

I needed to do research for my job. When I called, I was given a representative who was obviously in India or the like. They tried hard but they have no skills. They worked only from a script, which was pathetic at best. The service call took over an hour with no results. They kept asking me to turn off and turn on the router, how bad is that!

So I dialed my home number from my cell, and like he said, I got a "line has been disconnected message!" I called Verizon who acknowledged that they made a mistake and promised that it would be fixed by end of day or worst case, by tomorrow. This was 16th June 2011, Thursday. I have also submitted a request to have a tech come and install a new jack.

Since these two items (checking the service issue and installing a new jack) are handled by two different groups, I had to go to two different departments to do this. The new jack install was scheduled for Monday, 20th June. Come Friday, I still don't have service. I called again and they said the problem will be fixed by 3 PM on Tuesday!

So I had to call the new jack install guys to postpone the appointment to install a new jack on Wednesday. I also called the Verizon guys to complain about the line issue and they said they will send a tech. On 21st, a tech came and he verified that the service reaches the home but seems like a problem with the jack. Since I am already going to install a new jack, I told him not to check the jack since that would have incurred additional fees.

He also called Verizon folks to fix the no connection issue and after 30 minutes, the issue was fixed. He said they didn't port the number. So now, I am waiting for the tech to come and install the new jack and nothing happens until noon of Wednesday. I called again and this time, gets a reply that my new jack install was done on 20th! I said it didn't happen and I rescheduled the appointment for 22nd, Wednesday. They say that they can't find any record of such an event!

Frustrated, I demanded to talk to a supervisor and she says that they are going to give me the same answer! That was more than I could take. I told her that I am going to cancel the service and she simply said, "Okay, I will do that!" It's as if they don't care for the customers at all. Worst, they don't even have a complaints department or a complaints line.

Seems like they realized that they would need more staff to handle that department than any other department! I promptly cancelled the service and called Optimum who said that they can have the service up and running by Friday (in 2 days time). I have been a loyal Verizon customer for the past 7+ years and I can tell you that the quality of their customer service has exponentially degraded in the past 12 to 18 months. Not that am a big fan of cable Internet, but Verizon left me no choice with their pathetic service and endless list of screw ups.

Now my Internet service has been down for the past five days and it is the same situation. I call, I spend about 20 minutes trying to get through the automated system and then finally when I do get to a live person they say they need to transfer me. Eventually I am hung up on or just keep being placed back into the automated system.

Secondly, for Chester Post Office to just act nonchalant about a person’s important mail like they couldn’t care less if they find it or not. And if Verizon never got the box and I know I paid a fee for them to mail it, the Chester Post Office needs to be investigated and find out what the heck happened. Now I have Verizon listed on my credit report for nonpayment of $900.00 for equipment I mailed off to them. ** off is not the word. I want to know what other way can I find out what happened to the box I placed in Chester Post Office care if I don’t have the little yellow tracking slip anymore. What else can be done other than for me to come out of my pocket $900.00. It’s not like I’m rich and $900.00 is like pennies. This is **. Any solution please, let me know.

I asked to opt out of the contract since, in my opinion, Verizon is not holding up to their end of the contract. Verizon will terminate my contract for a penalty fee of $60. Since March 2011 I have tried to access their service, as previously stated, to no avail. I believe this is unfair and that Verizon is not providing 24/7/ Premium Tech Support. I also went online to access their 24/7 chat support and was on hold for almost 2 hours, if not a bit more, to no avail. I was successful in printing my computer screen in which it shows the time elapsed!

I would like to know what I can do to cancel the contract with no penalty fee and to recoup the $60 I have already paid out but did not get the service they advertise. Thank you.

It's not until you dig deeper into the site does it show any kind of extra charges. So, you can imagine how surprised I was when I received a letter in the mail from some collections agency in Massachusetts! I even threatened to cancel my wireless service with Verizon since apparently $26 is more important to them than the $2000 plus a year I spend with them. But since, apparently, the wireless and in-home services are technically different companies, they both just blew me off.

I'm so heated over this. All I want is an apology and for someone over there to pick up the damn phone and tell the collections agency they made a mistake. I'm an Iraqi Freedom vet who's in the process of buying our first home with a VA loan. The last thing I need on my credit report is to take a hit because of 26 measly dollars. I have no problem paying it. That's not the point. The point is how do they not understand how rude and degrading it is to just send someone to collections without even bothering them to let them know they have a past due amount? Especially when they've been a loyal customer for over a decade! These communications companies are getting way too powerful. There's not nearly enough competition in their markets to encourage them to actually serve their customers and make them happy. They could care less about this as long as they can still nickel and dime us into oblivion. And that's just my two cents. There’s a small possibility that home loan acquisition may be in jeopardy.

I trusted Verizon, they were one of those companies I liked. I don't know why now, because it's not as though I had a pleasant experience to pull from, or a negative one either. So perhaps like your average consumer, I fell for the hype!

Anyway, since my sign up date to this present day, I have experienced nothing but headaches, stress, elevated high blood pressure, emotional and mental distress, bad customer service, anxiety every time I open a bill from Verizon and confusion! I have been left to feel (in my words) slow to understand, lacking ability to comprehend simple arithmetic and a customer that is just a complainer!

I have had to spend immense amount of my personal and work time to call Verizon to sort out my incorrect billing every month! And every month, after I finish a 1hr to 3hr phone conversation with one of their many Supervisors, I am left thinking, it is resolved this time, next month will be right! Well it is never right! I get to call again when I receive the next bill!

They might claim the confusion on my part is because (a) I don't pay my bills on time, so it carries over to the next and (b) the problem always comes from the Direct TV portion of my bill - which they will also claim, to have advised me to call Direct TV directly to sort Cable billing matters! I will agree with (a) I refused to pay 100s of dollars over the contractual amount due, every month, until I get some free time to spend 1 to 3hrs on the phone with a Rep, so that I am actually paying the right amount!

Furthermore, I don't know if they think all their consumers have extra money to giveaway. But this consumer (me) give the extras I have to legitimate charities that feed hungry children! Not a giant company like Verizon, who should probably thank the unsuspecting consumers like me, that keeps them in business!

Of course I did not like that they now refer me to Direct TV to resolve the cable part of my bundle, when they promised me at sign up, I will only deal with them for all billing issues! But I did make the attempt a few times, only to be referred back to Verizon, because the discount on the cable portion, as well as the phone and Internet, (Direct TV advises) has to come from Verizon because they are the company Advertising, Selling and promising a Discounted Bundle to consumers! They made a deal with Direct TV, so that they in turn can make a deal with their consumers, offering cable services at a lower rate than Direct TV will normally charge, if there was no middle man, or the middle man was not Verizon!

Verizon have issued credits to my account that are $100 and more every time I called to dispute a bill. Why would they do that if they were convinced their billing is true and accurate? I have been given so many credits, which (not to sound ungrateful) have caused more confusion for me with trying to understand my billing statements!

I have never had to file a formal complaint or posted a negative review about anyone, or any company in the past! I have exhausted all my patience and ability to reason with 7 months of distressing encounters with Verizon. I was in the ER yesterday, diagnosed with Pneumonia. In my current state, I spent 1hr 20 mins on the phone with Tracy (Supervisor in Escalating department in the Missouri Call Center). She pretty much ended the call by saying, "this is it! You cannot speak to anyone higher than me to resolve this matter" I had called yet again to dispute an early termination fee posted on my account, which was credited back to my account by another Supervisor I spoke with in March named Jannette. Only to be reversed back to a charge in my account by some unknown/undisclosed Verizon head! In addition to that, Tracy could not explain a lot of the charges on my account truthfully, or confidently. My take on it was that she herself did not understand the billing and was also confused with the many credits and balance activities on my account.

She chose to handle it in a condescending and unreasonable manner instead, lacking customer service and leadership diplomacy, by informing me "You are costing the company a lot of money by making dispute phone calls that last for over an hour!" So I resorted to writing a negative review on Yelp and filing a complaint with the Consumer Affairs about the inaccurate billing and very bad customer service and unresolved balance on my account, that I still need resolved! In all fairness, the customer service part was not all bad. I spoke with a Supervisor named April and Gerome, earlier on in my long disputing history, that were very helpful and epitomized the true meaning of Customer Service! They went beyond the call of duty to satisfy and retain their unhappy customer.

For example - they both made follow-up calls to my home and cell numbers weeks after my initial call to complain, to ensure Direct TV had made good on their promise to come to my house and re install the dish they badly installed the first time and contacted Direct TV Claims department to report damages to my property. On their end, they issued credits to offset the inaccuracy in my monthly billings, so that I will pay $104 plus taxes, as my initial contract dictated. Unfortunately, till this day, the problem exists and even worsened. But in no small/big part to their involvement. In my lay man consumer opinion, their system is severely broken and the consumer is paying for the repairs!

Finally the repair dept. so negligently slow, 2 weeks estimation to restore phone (with 2 disabled 1 at stroke risk ) and man loses job after 14 years due to 1 and a half hour phone call to Verizon to get somebody to restore service sooner. Currently Verizon is under fire by Atty General in FL for same and/or similar illegal practices. I have proof as documentation logs registry if anyone is interested. Documentation support provided legal representation requested. Response accepted only regarding this issue in request of legal representation in the state of Florida. There is no advertisement of product, service, business promotion is permitted. Consequences are $ 220 missing, brother got nothing but 17 months of crappy service X 150/mo, damage, emotional distress, frustration, and emotional aggravation for autistic child. Please refer to how much suffering can an autistic get if a phone rings all day plus penalties of this illegal underhanded act.

Verizon said that it was blocked so they fixed it. Verizon tech even called from my house to let DSL know the problem. DSL tech, again, told me that it was disconnected for nonpayment. On April 29th, I finally got a tech to try to troubleshoot it with no success. He said that he would put in a help ticket; however, the next day, an agent from billing department called and told me that I was disconnected for nonpayment. I told him to read all the notes. He then said that he credited all the past due because all this time, they are billing me a monthly charge.

Now, it is May 3rd and still no service. I am so frustrated with this company. I asked if I could just send back their modem but I am stuck with them for one year. I have talked to supervisors who have assured me that they will look into this and personally handle it (Kathy) but nothing has happened. What can I do?

All the while I am paying around $200.00 monthly and no one seems to care. The only reason I did the bundle was to save money. Now I have nothing but problems and could not get any satisfaction. I have spent approximately 40 hours on the phone trying to get this resolved as well as 10 hours or more in the Verizon office. Please what am I to do?

I am permanently disabled that all I have is the phone, T.V. and computer. I have to keep borrowing money to pay a bill that went from $160.00 to $220.00. I do pay insurance for the TV and computer and for inside and outside wiring then $31.98 for 2 DVRs and $5.99 for the plain box. But when I had DirecTV, it was one free--one was $9.99 and the other, $4.99.

When they came to talk me into buying their FiOS, they promised the bill would be cheaper the DirecTV. Well, Its at least $100.00 more, and the sneaky charge for basic and non-basic is supposed to be included in the $109.99 package. How do they get away with ripping off customers? I have an agreement to pay my bill by the 7th to 10th because my SSI doesn't come on time. They said that's ok, but they were charging me by the "late charge" billing. They broke it down, and it came to $181.92 instead of $109.99. They got some racket going . It used to be $5.00 for a late fee, not what i just showed you.

Then, I spoke with a not so gentleman and he was a complete **. And mind you, this is now online chat and not on the phone because I was on hold for 45 minutes and never got through to anyone. The guy said to call the 800 number. I wrote him back saying that I tried that and that I would appreciate it if he would help me since it could be done and he worked in the department that dealt with those situations. He said for me to hold on while he looked for someone. Ten minutes later, he messaged me back saying that no one was there and signed off the chat immediately. He ended all communication without helping me at all! This is not the only time I have had bad customer service from Verizon FiOS. There has been many instances and so I have now decided that I am just going to pay a cancellation fee, go with Hulu and pay $7 a month instead. Bye, Verizon.

I set up an appointment with one individual for a Saturday only to find out 2 days later that my appointment wasn't put into the system because they don't have any technicians for Saturday. They have hung up the phone on me before I even said anything more than my account information and why I was calling. Another individual told me that someone can come to my apartment from 4 -6 pm, but the day they were supposed to come between those times, they showed up at 12:30 pm after I told them nobody would be home. When I called, they told me nobody was able to show up after 4 pm. They have been rude to me on the phone, and nobody has even tried to help me out in this matter. They told me yesterday that they will have someone come out Monday afternoon after 4 pm, but I doubt this will happen. All I want is to have Internet or to not be charged for Internet that isn't working and hasn't been for over a month. If I don't have Internet on Monday, I am going to cancel my service completely and I will never use Verizon again for Internet or cable.

I had been charged $88.00 without any service.

Verizon claimed that the router was not their responsibility and they are getting service to their DMARC which is fully understood. Then they made an assumption that the line from their DMARC post to our patch panel was faulty. I hired an outside technician to check the wiring and the wiring is fine. We did check the Verizon router and that was at fault, as it was earlier suspected. We called Verizon again to have a service tech come to our site and replace the device that was faulty. Again they stated that it wasn't their device.

However on one of the many tech calls, the tech rep had said that they will be sending someone out in the morning to "replace" the unit. The technician showed up too early (and it was stated that no one will be in the office until 8am) and no one was there to let him in the building. Then another tech came out and made that determination that the router was not theirs but claimed it was a WIC card at fault. We replaced the WIC card and it still wasn't working. We found a local Cisco rep and he was able to diagnose it as a card had gone faulty. We replaced the card and now we are waiting for the configuration settings to get this office back on to communicate with our main office. We have not gotten the info yet and it is almost a month now since the network down situation. I have the technician on site trying to bypass the information while I try to get it from Verizon.

The next day, I paid Verizon approximately $253.00, and when I called Verizon the next day, they said they received the payment but that FiOS is not on my block yet. So, I never got into a contract with them because FiOS is not on my block yet. On 03/05/11, I called Verizon to disconnect my service because I cannot afford it. They said no because I have a contract with them. I said to fax me paperwork showing that I agreed with the contract. They said no and that it was verbally. I asked if they have a record, wherein I agreed with them on a one year contract and they said not all calls are recorded.

I do not ever recall on making a contract with Verizon, not verbally or in writing. They want to charge me for a contract that I never agreed on. I need your help. They need to have proof; if it was verbally, then they need to have a recording, and if it was in writing, then they need proof with my signature. Every time I call, customer service does not want to help me. They gave me the numbers 180048307807 and 18884832660, and those numbers do not work.

I asked them to send me a box and UPS return slip so, I can get a credit for returning the Wi-Fi modem. The first time they sent me a Verizon Fios box for TV and cable box return. The box was too big to put a modem in and return. The second time I called, I was assured I would get the modem box return. I received nothing for 3 weeks.

I called again and was assured, that I would receive the modem box. It has been almost 1 month, still, no box or UPS return slip. I will have to cancel my account with them. It is extremely difficult to get through to Verizon Customer Service via computer or telephone. I just want them to send me a box to return the modem. I think Verizon picks people who are stupid on purpose.

I have been with Verizon for approximately five years. The customer service rep I spoke to was very rude and told me that there was nothing she could do. I requested to speak with her supervisor to which the rep said that she would forward the complaint to the supervisor and she would call me back. I am still waiting for that call. Again, the issue is I was not told initially that I am signing up for a two-year agreement by accepting the movie package upgrade and that I would be subject to a charge of $180.00 for early termination. If additional information or clarification is necessary, please contact me at the telephone numbers above.

On Nov. 6, 2011, they installed my service and everything seemed fine until a couple of weeks passed and in early Dec., I received my bill for over $253. I have been on the phone for over a month trying to work out a solution to the problem. After several days and many hours of getting nowhere, I finally asked to speak with a supervisor and was then placed on hold for a period of time; not knowing my call was transferred to a representative in another state, who had no idea as to what I was talking about. So I would start with the explanation all over again. This would happen to me everyday for over a month. I did receive a phone message that my service would be interrupted. So once again, I called and called and no one wanted to hear my complaint.

Thursday night, Jan. 6th, I called again and after a half an hour, a lady came on and said "I cannot pull up your account at this time, call back in one to two hours". I waited over two hours and called again. I was again told by a lady that she could not pull up my account. Friday, Jan 7, 2011, my TV and internet was turned off. I called that night, spoke to five different people and nothing again got resolved. I had even called a New York Corp. number with an urgent message and no one got back to me. I have been calling the sales dept. number that was given to me by Karla and left several messages, no one has gotten back to me.

So now, my service has been off for over a week and Verizon did not care about helping me or even working out a solution with me unless I would pay the bill, and then they would see if there were any promotions that I could receive. I have told them if they would fix the bill and charge me what they promised, then maybe we could work something out. I've emailed them to finish cutting off the phone service too, but again they emailed me back and told me to call Verizon. I've told them that I don't have anymore time to spend on your company. I also said that their company should be investigated on how they have salespeople tricking customers to sign up for Verizon Fios. I know I am not the only person they have done this to. Now, I am back with Comcast where at least you can talk to a person and get your problem resolved.

I think Verizon owes me money for December 2010 and part of November 2010. Miss ** at Verizon wants me to pay for Internet and TV service charged till December 27, 2010.

Thank you for your help.

Once the representative hears that I am no longer with Verizon, my phone call suddenly becomes disconnected and this happens each time that I try talking to a representative concerning a refund for my cable payment, which they were supposed to have paid. Verizon owes me a refund and I have no way of having it processed because they keep disconnecting my call. Verizon owes me a refund because I had paid them in full for their services and for my cable provider's services. Instead, they kept the money and had refused to pay my cable provider in which I still was a part of Verizon at that time. Could you please help me get my refund? I really need my money in this economy. Verizon refuses to discuss the refunding of my money.

After giving her my name, address, account numbers, she said she couldn't find my information and said she would have to transfer me to another department. At 6:28pm. she put me on hold, and at 6:35pm I hung up the phone. At 6:37 pm I called the billing number again and at 6:40pm, I spoke to Eric about the charges for Premium Tech Support (11/3 to 12/12 = $14.99) and Unlimited Games (10/28 to 11/27 = $20.98) which totals $35.97. At 6:47pm, Eric said he would credit me $30.99 of the $35.97 because I was already credited the remaining amount. I then told him that I was disputing $109.98 for outlet installation.

I explained to him that I was only supposed to be charged for 1 outlet which I paid for the previous month. He then told me that he was sorry but I would have to call Repairs to dispute the outlet charge. I then told him that I shouldn't have to call another department and that I had already been on the phone since 6:22pm (about 40 minutes). I then asked to speak to a supervisor at 7:01pm, he put me on hold and at 7:07pm, I hung up. I then tried to call the Repairs Department at 1-800-314-7045 and the gentleman who answered the phone said that he could not help me and that he would put me through to the Billing Department. I then said that I don't have another 40 minutes to spend on the telephone and hung up.

I can't tell you how disappointed I am with the service that I have gotten from your company. No one is held accountable for their actions. You only get a first name and get passed on from one person to the next. The main reason I canceled my services within 1 month, was because of the awful customer service that Verizon provided. It took over 1 month for you to get my home phone working and 17 phone calls, and now I'm still trying to be a conscientious citizen and consumer in trying to resolve the dispute over my bill and your company still shows its ignorance, disrespect, and disorganization.

Needless to say, I would never recommend your company to anyone I know. As a matter of fact, I would like to be compensated for all of my time and stress that your company caused while I was trying to resolve this issue. It's a crime the way your company treats people. I would appreciate a prompt response to this letter. I am also sending my credit card company a copy of this dispute and will be contacting the Better Business Bureau.

I agreed to pay so as to solve the problem. Then in July, I traveled out of the country for a month and called Verizon to tell them I was traveling. They told me that they will suspend my services, but would have to pay a certain charge for the suspension to which I agreed as it was less than what I would have paid without the suspension. On returning to the country, I called them in August about the 7th to have my services reinstated. At this time, I was told that my contract had ended and did not need to sign for any contract, but could pay on month to month basis. I thought this was good since I do not like the contracts and continued with the triple play. I noticed that my bill which started at $130 had increased to $140s. I called customer service and the answer I got was that the taxes and surcharges were causing my bill to increase and that Verizon had no control over those since they were federal government charges. I was told that they were due to the phone services and at that point, I decided to cancel my phone services with Verizon since it was bringing on all those charges.

The funny thing was that the charges were more every month. After canceling the phone service, which took about four different customer service reps on different days to finally get what I needed, my bill increased instead of decreasing. When I called Verizon, I was told that it was more since I was paying individually and not as a pack. Of course, this did not make any sense why they would charge more for two services than three. My problems with Verizon escalated at this point, which was about September up to now. To cut a long draining and frustrating journey short, about three weeks I received a bill of $220.58 which I paid. In the same week, I received another bill stating that I had overpaid by about $38 and was going to get a refund in the mail. At this point, I was happy and shredded bills that I had saved for the period of time I was having problems since I thought that they had eventually fixed their mess.

Two days after the notice of overpayment and my shredding, I received another bill stating that I owed $360.87. This was mind boggling. How could I have overpaid in less than a week and now owed this much? Was this for just TV and internet? How could this be? I called Verizon immediately and kept being pushed to different people who claimed every time that it was not their department, it was the other department and so on. The problem was never solved and at this point, I decided enough was enough and was going to cancel Verizon all together and look for another company.

I canceled last week on Wednesday for cancellation to start on Saturday, the Thanksgiving weekend. I called Comcast and was to get their service starting that Saturday. On Black Friday, I received a letter from Verizon giving me a good deal and asking me to return their services. In the meantime, I had been told that they do not cancel services over the weekend and cancellation was to start Monday the 29th, which was okay with me. I called Verizon on Saturday the 27th and they gave me a new deal of $69.99 a month for two years without contract for triple play, which was going to increase to $79.99 after a year for DVR payment. I thought this was a better deal than Comcast and I therefore canceled Comcast before they came to my house that Saturday.

I told verizon customer service rep about my previous cancellation and to change it since I had renewed. She said that she would change. I even canceled my phone plan with Vonage which I had taken when I left Verizon and gave Verizon permission to get my number back, which I was told would take a week. My verification number was given as **. I spoke with a certain Teresa, apparently from a different company to witness that I was changing my phone back to Verizon. This was done deal and I was glad that I finally got a good deal and just needed to call Verizon and resolve the pending billing issues. On Monday (yesterday), I got a rude shock when my wife called and told me that our services had been disconnected. When she called Verizon, they started what they know best --to take her in circles and did not resolve the problem. Now I have no TV, phone or internet services at home. Is there anyone out there with enough power/ability to help?

I have continuously paid my bills, and future bills that I do not owe. Now, somehow, I have the new service called Verizon FiOS Digital, and every time I called to pay my bill, no one could tell me why my account was showing a credit, and nothing due, and kept telling me not to pay on the account, as I don't owe anything. I asked many times, what was going on, and no one knew. Even the bills that came to my home had zero balance due. 2 of which said - $97.00, meaning they owed me. I kept telling them something is wrong, and could the reason be finally, my account is being looked at? The customer service agent said, "well I believe so".

I said I need to know. I do not want a huge bill thrown on me at one time. The agent told me not to worry. Well, here it is, and they finally got my account balance viewable, and wow! I owe over $1,200. Are you kidding? I asked what the problem was, and they said it was because I switched my service to their new digital. I said no, I called in reference to concerns, and that I was confirming I didn't want a package. As to it never is what I asked for, they said no, I confirmed I wanted digital, and they said I haven't paid for 4 months. I said no, 2 months. I paid my current bill, and the month in advance bill. They said no, we took that money and put it into the installation of your digital, and the first month, and following month. I said why is my bill so high? Well, they went on with their babble, and sent me to someone else with their babble, and so on. I am so frustrated.

I have never seen this practice, until now. All I wanted was TV, internet, and phone. What the heck is so difficult? Why are they practicing business like this? I am finding another provider, but it's hard to find someone not associated with Verizon in some kind of way. They have a lock in this service, and they are ripping people off, and because they are a large corporation, they are getting away with it. Shame on you Verizon, for taking advantage of people with the one luxury they try to have, during this economic times. Shame on you. I am sick of the overcharging, and being forced to pay it, or you'll disconnect, and always being overcharged, since the day I went to your company for service. Comcast may not have been perfect, but at least I had no arguing, and hangups, and surprises that they wouldn't take care of. Really.

Ten minutes later, the light went out and I again called customer service/help desk. Mind you, this is not an easy task. I am passed from department to department and left on hold for several minutes without a representative coming on the line to check on me. At times, I felt I was forgotten and I will waste my time on hold forever. After working a full day and only wanting to relax, this ordeal is quite frustrating. Again, a representative made me go through the same steps as before, which included notifying how many lights are on the modem, turning it off, unplugging it, plugging it in, restarting the computer. This of course made the 'Internet' light appear and the Internet working once again. I again resumed my Internet activity and again, 10 minutes later, I was unable to proceed to the next page of a website.

The light labeled 'Internet' was out again. At this time it was late and I was upset and too tired to deal with someone that only listens to half of the issues. I turned off the modem and went to bed. The next day, I woke up and I turned on the modem and my computer hoping that I will be able to check my email and to read the news when I got out of the shower. I jumped in the shower, and about 45 minutes later, I looked at the modem and the light was on. I was happy and sat at my computer to check my email and read the news.

Within 10 minutes, the light was off again. I made several phone calls to Verizon within several weeks, I was even credited a portion of my bill. I spoke to several customer service representatives, who tried to be helpful and some that are down right rude. I have been hung up on, told that my cord or my computer are the issues. I have gotten so many stories and promises that I stopped paying attention. Finally, I had a representative inform me that the issue may be a line problem or a 'hub issue' and scheduled someone to come out to have it tested. After making an arrangement for someone to be present at my apartment during the 6-8 hour window as requested, the outcome, no one ever showed up. I was told that someone was able to gain entrance to the area where the Internet cable was and there was no need for someone to be home.

That was a wasted day! I am not convinced that anyone came to check the lines because nothing changed. At this time, I would use my neighbor’s Internet or use my phone. Finally, I realized that all I had to do was restart my modem every time the Internet went out. Fine, this was my only option. I was sick of calling customer service. I learned to make due without the Internet for personal use mostly.

My neighbor's Internet connection was rarely reliable because of how far it was from me. I pay for a service from DirecTV for demand movies and TV that was never used, I was unable to play video games on my Wii online, I was unable to update my daily podcasts on iTunes, and has stopped returning most personal emails. Now my mother calls me instead of emailing me. Not good! Please note, my DirecTV guy (the person who installed my service) stated that I should cancel service with Verizon and go back to Cablevision because of the issues I was having. He said that he experienced the same issues and could not take it anymore. He said he had better luck with a data plane with his cell phone carrier.

Finally, the best thing ever happened for me and cured my Internet issues at last. A tornado went through my backyard. Yes, a tornado in Brooklyn, NY. This led to the wires from the building to be pulled off my building. I was 100% without Internet for several days, I believe about 10 days. I had to wait for a technician to come to my building and repair the damage. This was after several phone calls. I was hung up on twice, transferred all over the place, and at one point, was told I was responsible for the repair costs. Finally, I got someone on the phone who wasn't a complete moron or at least cared enough to give the right info. I again set up a time, again I had to arrange someone to be available for a 6-8 hour time window, so the technician would have access to my apartment.

I was told it was mandatory because if no one was here, my Internet would not be repaired. I knew from before that I had little chance of someone needing someone home. I did not want to risk it, so my brother was home. No one showed up, but when I got home the Internet worked! I no longer had to restart the modem several times an hour, it was still slow, but it was more manageable. The date of the tornado was September 16, 2010, I believe the Internet was back up and running around September 27, 2010. I am not 100% sure of these dates, because unfortunately, I did not think I had to take such detail notes when speaking with customer service.

October 24, 2010, I was happy with the service. The Internet was working correctly enough (it is slower, but why complain) and I was looking into adding a house line. While online, I realized that I am being charged too much for my bill because someone has failed to bundle my service with DirecTV. We will go over that shortly. I placed an order to upgrade my Internet to a higher speed, because with the home line it was the same price. I also ordered a landline. On November 4, 2010, I no longer had Internet. I made several phone calls, I was hung up on. I was told that a technician removed my DSL as per a work order. I was told that there was an outage in my area.

I was told that there are no issues on Verizon's end. It was because of the cords inside my house. (Nothing was moved since everything was first installed.) I had to make several calls, complaining, threatening, begging and pleading for these issues to be fixed. I sent an email through Verizon, did the chat option on the Internet. I was left on hold for 20 minutes at a time. Finally, it was confirmed that the technician did remove the DSL. I am not even sure if that is true because I was fed so many stories. I was promised a technician visit, which I believe was made but no one knocked on my door, the Internet was still out. I was told to leave my box on at all times. I had to make phone calls at work, while on lunch and in the evenings after working a 12-hour day. Finally, I was told that I need special filters, so I ordered filters and waited for them. I installed the filters and the Internet still didn't work.

I had another appointment which no one showed up for. I was told that I was contacted to confirm this appointment and because I did not respond to this phone call, my appointment was canceled. The only phone call I received from Verizon was a prerecorded message thanking me for choosing Verizon. After several more phone calls and restarting the modem and checking the cords, replacing all the cords, and buying new splitters, my Internet was still not working. Again, I made another appointment. They said it was supposed to be for last Friday. No one showed up again! I was told that there was no need for an appointment because the issue was again at the hub, but I will be contacted later to make an appointment for someone to take a look at the modem.

November 23, 2010, I received a phone call stating that a technician was on his way to my apartment. I never made the appointment! The caller had no record of me making this appointment! I told them that no one was home and there was no way for me to leave work for a technician that may or may not show up in the next few hours. Everyone I know was working or unable to go to Brooklyn and wait for a technician. I asked to speak to a manager, the representative placed me on hold for about 10 minutes, then they hung up on me. I then called the executive office to make a formal complaint. I spoke with a rude gentleman that was in a call center in the Midwest, despite the fact I called a 212 number and my office is about 3 miles from the Verizon building. He listened to me for a few minutes as I recount my issues and he asked me to hold.

For the next 15 minutes, I was on a silent hold. Please note, it was about 12:30 pm and I am in the middle of my work day. It is the week of a long weekend and I am slammed. Finally, he came back and said he found someone for me. He then transferred me to a Customer Service Representative, he just transferred to the people I was calling to complain about. Not even a manager. At that moment, my boss came into my office for a meeting. Also, the same guy who informed me of the visiting technician called my brother who also informed him that no one will be home. When I came home, there was a tag on my door stating, ”Sorry, we missed you.” That tag is probably the most upsetting. Where were they last Friday when they just didn't show up? I am charged $50.00 if I don't show up for a doctor’s appointment and I get a late charge if I send out a payment late.

Billing Issues. I signed up with DirecTV and Verizon at the same time. I was supposed to get my services (both DirecTV and Verizon) at a low price plus a $100.00 gift card from Verizon to be given after 60 days of service. Several calls to the billing department later, I was told I must have been lied to and there is nothing that can be done. My service was never bundled for the July, August and September bill. I didn't realize this until very recently. Now I am supposed to be on the $84.99 plan. This was Verizon's responsibility to bundle my package as per the most recent billing representative I spoke to. On top of that, my Internet was supposed to be $20 but I was billed $36.00, which I was unable to pay because when I went online, it said it was a zero balance and I am never available to call during the day because of my work schedule.

Other People's Issues. Several years ago, my mother decided to switch from Road Runner to Verizon. She had similar issues. She is again with Road Runner and vows to never use Verizon high speed ever again. A few years ago, I had a neighbor in my former building that came over begging to have access to my Internet because his was down and he had to email something that was due. He told me how many issues he had with the service. I recall it being Verizon. These issues made me remember that. I told my friend about Verizon's cheap Internet. She decided to sign up with Verizon. She is located in the Soho neighborhood in Manhattan and was having many of the same issue as me. She was almost crying over the frustration she was having with the support and the ongoing issues. We have not talked about it lately because she has been in California for the last 45 days. I am sure you will get an email from her sooner or later. Maybe she will do a write up about her issues. She is PR Manager for Tech companies.

How this has affected me; this morning I left the house at 8:30 am. I have to ride a crowded subway to my office and ride a crowded elevator to my cramped office. I work nonstop until about 8:30 pm. I then climbed back on the subway and head home. I sometimes don't get home until well past 9 pm. All I wanted is to be able to use my computer, download my podcasts, email relatives, and follow up with work emails. Instead, I am dealing with Verizon until it is time for me to retire for the evening. This Internet is not just for play, often I am stuck doing last minute weekend and evening projects.

My roommate has to work from home two days a week, my brother is studying for his final exams and his wife is unable to call home to her country without being able to plug into the Internet. She has not spoken to her relatives via phone for weeks. Several months ago, I had an emergency and a contract needed an additional addendum and needed to be completed right away. Once I completed the contract, I attached it to my email and it would not send. My Internet stopped working. I restarted the modem several times to no avail. This is being done as my boss was yelling at me for having such awful Internet service.

He stated that he needs me to be available and reliable for this kind of situations and I was not convincing him of either because of my Internet problems. I had to knock on my neighbor's doors to try to gain access to their Internet, but none of my neighbors were home. I had to go outside with my laptop to locate an open and unsecured Internet access just so I can send out that contact. My boss was displeased with how long it took, and using the excuse of Verizon sucks is like saying, “My dog ate my homework.” My boss also suggested that I cancel my contract with them and find a more reliable service.

Over the last several months, this has been a huge inconvenience for me and my brother and his wife. My brother told me not to go with Verizon. Now every time it goes down and I am on the phone with Customer Service, he always says, “I told you so.” I have wasted hours on these ridiculous issues that could have been taken care of months ago or within one phone call. I have been on the phone with their employees for hours, I have been lied to, ignored and laughed at. I have been so frustrated at times that I actually cried to a representative because I was just tired. I am still tired. I am tired of being taken advantage of and lied to.

I am a customer of Verizon that has been lost in automated systems and lost Internet connections. I have been treated like Verizon is doing me the favor. I pay for a service and I deserve to have that service work. Since the recession, I have made a fraction on what I used to make. Every penny and every minute is important to me because I have less of both. I am the one that is working for twice as hard for half as much. I am writing this letter in hopes (almost begging for resolution of all these issues.) I want an apology and not a canned response that I am so used to getting from their team. I deserve the same service as everyone else and I deserve to be respected.

I entered into a contract with Verizon and I do not feel that Verizon has taken our contractual agreement seriously. I can't believe that this issue has come to this, but I am going to see this through. I want my small consumer voice to be heard and I demand to be acknowledged. I feel that my paying for such service since July is unjust, especially with the time I have put into these issues.

What a hassle! They do this to conserve bandwidth on the network and there's nothing you can do about it. Cablevision, on the other hand, is always on. As far as other issues, well don't expect anything good from any of them. It's all about money. Surprised?

We got a bill after that date for the amount of exceeding $300.00. I called the month of September. They kept transferring me to different people I must have talked to 5 diff. people that day, finally I got off hold of someone that helped me a lot. I asked why they were charging me that amount when I had stopped service in August.

She told me there was no call for that month and I asked if she was sure, after explaining everything to her she finally said yes, I'm very sorry you have so many calls I just found the one for the month of august when you called. She took my information requested answers to note she made of this whole issue and told me there should be an answer for you in 20 days call back and she said she was going to mail me boxes to return the equipment, never did I receive those boxes and nothing was never done about investigating my account.

I got another bill in the month of October still for the same amount. I called back in the month of November 22. Again spoke to like 3 different people. Finally the third one told me I had an outstanding balance. I explained my whole situation again. He tells me there was never a phone call made in the month of August, I told him yes there is the person i talked to before found it she had trouble finding it until she told me she finally had found it, he kept telling me there was no call at all for the month of August. I told him I was frustrated because no one can help me regarding this issue of me being charged for service I never used. I have proof I was out of that house where I had their service on June 23rd.

The only answer I got from the person I spoke to today November 22 is I don’t see the call you made in August so therefore there is nothing to back your statement that means you have to pay the amount you owe. I’ve had to stay on the phone forever trying for someone to resolve my situation and have been very patient. Now no one seems to want to make an effort to find out what can they do in this situation.

I am tired of being lied to and tired of begging to come into the modern world of DSL. I thought the idea of deregulation was supposed to foster competition with the phone companies. So why is it Verizon is the only service I can get? Is there someone out there who is willing to find out why we are stuck with dial up and expensive wireless service?

Then, I was warned that it would cost me to have someone come out to look at the problem and I would be charged if the problem was inside my home. They came out and discovered that there was a bee nest inside the box on the telephone pole. After destroying it, we had service. The second time, it was due to the changes they made in the voicemail. I was informed that my old voicemail would not work and that I had to set up a new voicemail. I did.

Then, I noticed that I wasn't receiving my voicemails. I called Verizon again and they helped me access the new voicemail messages. Then, I wasn't receiving them again and I called them yet again. This time when I was able to get my messages with their help, there was a message that was four days old that my aunt had passed away. They sent someone out to investigate the problem. After investigating the problem, I was talking to my sister-in-law and I heard another voice on the phone. I was shocked and actually had a conversation with the mystery person.

I called Verizon again and explained to them the problem. While I was talking to them, that other person came on the line and joined in the conversation. They sent someone out and discovered that the telephone lines had crossed and they would repair them. This was all too much for us. So, we decided to end our phone service with Verizon and get cell phones with anyone other than Verizon.

I called on 10/19/2010 and terminated the phone service and kept the DirecTV and internet services. After several days of picking up the phone and still hearing a dial tone and receiving calls on the line I just canceled, we called again and asked why we still have service. They claimed that they would shut the line off, but we would still have the line for internet. I thought this would be the end of our problems.

About one to two weeks later, I got a phone call from DirecTV stating that we owe $239.90 for 2 months’ services. I explained to them that I paid Verizon that money and that they should have forwarded it to them. They told me I would have to take it up with Verizon. I called Verizon and asked them why I owe DirecTV for 2 months’ services. They stated that the money I sent them to send to Direct TV was sent back to them. I demanded that they hand the money over to DirecTV and asked why it wasn't. They stated that when I canceled the phone, they did not unbundle and I was being billed for DirecTV when I should not have been, in which I paid.

They admitted fault and told me that the overpayment they have will show up as a credit on my next adjusted bill and that I would have to pay DirecTV directly. I was furious that I would have to pay a second time to DirecTV what I have already paid to Verizon. I demanded a refund and they refused. I called DirecTV and made them aware that I had already paid their money to Verizon and that they would have to get payment from them for the bill they sent. They seemed nice. They told me that this would not affect my credit and that they made note that I had contacted the state consumer protection services for assistance. I then got a bill from Verizon stating that they were sending me a refund for one month of services that I owe Direct TV. This was received by me on 11/13/10. On 11/14/10, DirecTV disrupted my satellite services. I called them in attempt to make resolution.

The bill they sent me was not due until 11/20/10. I asked why they disrupted services when they knew I was working on getting a resolution with Verizon and that I would be receiving their payment from them and that I would then settle my bill with them. They were aware of the situation and previously had told me that they were willing to work with me. But now when I call the billing line, they forward me to collections. I have very little patience left and swear I will never do business with Verizon or DirecTV ever again. And I am canceling both accounts.

After spending 3 hours on the phone with their supervisor of technical services, Fios indicated that they can't do anything to solve the email issues since they don't control the Yahoo servers. Since they contracted with Yahoo to provide email services, don't they have the responsibility to work with Yahoo to fix the email issues? Yahoo is their subcontractor in this instance! I recently signed up for enhanced Internet service with Fios and they still have not turned on the bandwidth upgrade despite me paying for it. They indicate that it will be done in another 11 days when all they have to do is turn it on in a computer program. Again, they sell you one thing and don't provide it to you with what they originally indicated.

Also, Verizon keeps on passing through 3rd party (ILD Services) billing for services that were never requested or authorized. This is complete fraud on the part of ILD services. According to numerous Internet sites, ILD is passing on these fees to people that never requested them. Verizon has put a block on this but somehow ILD Services are avoiding the blocks as the fees keep on showing up on my bill. These issues have consistently been problems with no resolution by Verizon or ILD Services, although they have refunded the amounts in dispute. The States Attorney Generals need to look into the practices of ILD Services and the inconsistent service of Verizon.

He connected me with 1. I told him if they can't change my billing cycle to 23rd of each month then, I will just go back to the way that I had it from the beginning because I was dealing with DirecTV and they never gave me not 1 problem. But if they can't fix this situation in the beginning of next year, I will just cancel everything out and just keep the phone bill and that all and my cell bill. The rest, I will take my business elsewhere.

Before I could even say another word, that senior rep I believe disconnect our conversation. I believe he did it purposely because he did not like what I was saying so just before I logged on to write this report, I send a letter out to a supervisor. I wrote my billing address that I send my bills off. I don't know why this is being made out of a big deal because the solution can be resolve if you had people on the crew to correct this problem but I can see that I'm being dealt with immaturely and unprofessionally.

Anytime, I can try not even a whole conversation with nobody but try to talk to an individual and can't even do that without getting disconnect 3 to 4 different times. This is definitely unprofessional and I just wanted you to know what went on. I can say all the names but I can tell you it was today, time frame around 11:10 am from 11:40. That's when that senior rep disconnected us.

You can investigate who I spoke to because generally all businesses monitors all conversations so you shouldn't have a problem to find out who he was and the rest of the representatives that had connected to me. I had to call back, another female came on then I got disconnected from her. Then I called back, a guy came on the last time. I told him that's when he connected me to that ignorant senior rep and he disconnected me again so that's when I got angry and started sending you this complaint.

Something needs to be done because this can't continue on if you want a keep customers. This is how you loose good customers, especially valued customers. I'm sorry that this took so long but I had to tell you every detail that I can think of. The representatives shouldn't promise customers anything that they can't keep and I have been told this back in February when I started with the bundle package. My account number is ** and you can see yourself how a valued customer I've been with Verizon.

Thank you for listening and God bless.

PS: If that senior representative was any kind of deacon person when we got disconnected, he would of pick that phone back up and called my house residence. That's how I know he meant to do what he did. If I was a senior rep and I ran into a problem with a customer such like as myself did and got disconnected, I would have by all rights pick that phone back up and called that customer because I don't want a loose no customers, especially dedicated paying customers. But he didn't do that. He knew who I was and all Verizon Fios customers. They have our phone numbers and that was no excuse he could had called back but like I said, he didn't. So you know what that just explains the character in him, ignorant. I can't say it no better than that.

So now, I have a bill from DirecTV. I had the triple play with the DirecTV. I just called them a little while ago and was told "Oh, this will be the last time you will receive the $54.99 payment on your bill and it will go down to $135." I have two standard boxes, 1 HD box and a DVR. I can't believe my bills every month. I hate Verizon service! I am going to have to cancel my service because it is becoming too strenuous. I am the only person working in my household and I have four children. I had to take on a second job just to pay the bills so I don't have anytime with my kids.

I called the costumer Service Center, they sent a technician and he changed the white that is set outside, and TV, Telephone and Network started to work again. But since April I had made like 3 or 4 calls about the Wireless services is keep dropping every 20 minutes all day every day. I called again and they had change the router for new ones and I still have the issue. Last time I called I spoke with some one and that lady toll me basically that if I was not happy with the service that I can always change company.

I asked to speak with a Manager or Supervisor and either they get another employee making him or her that are supervisors or managers and really the Costumer that Verizon has is really poor, not well educated and really they do not care for the costumers. I still have the problem and I am hesitating to call again because they are going to tell me that they do not know what the problem is.

So I am thinking of changing companies. I will go with Comcast or a new product. I wish some one who ever read these messages will do something about this issue because it is really disappointment that your cable provider tells you that if you do not like go somewhere else, it really sucks. If there is nothing can be done,someone, some day is going to take legal matters towards Verizon, and it is a shame, no body can't do anything about it. Well I hope this will take inconsideration and some one will take care of this and I get contact to discus this matter.

I called up Verizon customer service. They have the worst customer service. The hold period is way too long, like 45 minutes. Their representatives are rude and not helpful at all. I talked to some representative and he said that somehow, someone from our household added the package. There's only 5 people living in the house and we are all adults and know what Filipino channels are and know for sure we never subscribed to it.

I told the rep that we don't know the Filipino language and never ever ordered that service. The representative kept insisting we did. Finally, I was put on hold for 45 minutes for a supervisor. That ** was the worst. She said that they can't do anything about it. It doesn't matter if it is there (Verizon's) fault. She couldn't figure out if it was ordered through the remote or just added from their end.

She was rude and a total **. A few days later, my mom called them back and the representative said that they added the service for us. But they still won't give us credit.

So be aware. Verizon Fios is a scam. They want to steal your money and won't do anything to help you out. $24.99/month for over 2 years has been stolen from me by Verizon Fios.

I have to call again on 9/23/10 because my bill has increased again. I spoke to Ashley who says my contract has ended in one year. She has no knowledge of the contract information Verizon sent to me. I asked to speak to a supervisor two times. First time I'm put on hold and Ashley comes back saying she can reduce payment by $5.00. I'm not satisfied with this answer and I asked again to speak to a supervisor and I'm put on hold. In twenty minutes there is no further contact with a person. I'm on the phone for a total of 48 minutes with nothing accomplished and no supervisor to speak to. I hang up.

I asked for the change to take place when I called and spoke to Shaye, but Jarrett said he is unable to do that because of what is written in the notes. I asked about the notes entered for 6/1/10 by Mr. M. The notes only indicated I called. What about the notes from Shaye and the confirmation number? No such information listed only that I called. I asked for a phone number or address where I can voice my frustrations. Jarrett looks for it but is unable to locate this information.

He asks if I'd like to speak to a senior rep and was transferred. I was on hold for 30 minutes with no response. The total time I'm on the phone now is over an hour and I hang up once again in anger and frustration. Verizon's customer service is nil and responsibility for information that I've received from Verizon seems to be inaccurate.

My nightmare started when I saw the first bill in October 2010. None of the discounts were applied. I was charged at full rate, which was about $70.00 more per month plus full price of the South Asian Package. To resolve this, I called their customer service and got nothing but a run around. I was transferred several times. Finally one rep named Mr. S. talked to me and change my service level (lowered it significantly) and removed all the premium channels without my permission. He did not include my free South Asian package.

I got more frustrated. When I called back, another rep told me that there was nothing they could do and they would not honor the promotional prices that I was offered when I signed up for the service. I feel trapped. I have to find another service provider to get rid of FIOS. That takes some time. I had asked the last rep, Mr. D., I think, to have a supervisor contact me. Nobody did. I am totally disgusted with this. I am not sure who to go to.

Mr. ** said I said that, not him. When I pointed out the taxes were almost $11 (actually $10.89) on the $55 dollar TV portion of my bill and simple math indicated that it was almost 20% and I just wanted to confirm this. He just kept repeating the same thing so I asked to speak to a manager and explained that this was what I feared when I signed up, hearing horror stories of varying bills. They might call back tomorrow. I just want them to honor their multiple quoted price of $105.85. This company should be held accountable, there were no changes in the tax rate yet the Verizon bill indicates a 500% increase on the television portion of the bill, and if the 20% rate on this portion of the bill is corrects it is deplorable, on all levels.

The first bill for my new place had a $139.99 charge for not returned equipment since they thought I took the new router and also kept the old one. I called Verizon customer service every month for the following 3 months in a row, asking them to remove the $139.99 charge since I did not take the new router. Every time, I was told that the credit could take up to 3 months to be posted to my account.

Well, it have been 5 months now and the $139.99 charge is still there. Tonight, I received a letter from Verizon stating that my service will be terminated on 10/29 since I did not pay the $139.99 charge. I am extremely frustrated and hope someone from Verizon will do something. Being with Verizon since 2003, Comcast will have a new customer soon.

About 1:30, he walked into my kitchen and helped himself to the microwave, heating up his lunch. It would've been nice if he'd asked first. Thereafter, he went to his truck and ate lunch. Afterwards he completed putting the box on the outside of the house. About 2:30, a second installer arrived with the bucket truck. However, he did not have the proper cables/equipment. He left. A third guy showed up about 4 and the first guy left indicating this last guy would finish everything.The last guy came into the house about 5:30-6 and said all was completed and that he needed a PC.

We're a Mac family, something clearly communicated to Verizon from Day 1 (we had a DSL line with them for a couple of years), and they don't have one. He said he couldn't install necessary software, later said it didn't matter. He tried to connect the router (none new - all 3 were rebuilt and, according to him, defective). Eventually, he got one to work, had power and Wi-Fi. Unfortunately, no internet. He jerry-rigged it to work while he was there, indicated the first guy had installed the outside box incorrectly. He gave us the Manager's name and phone number, and left before it failed. It failed about 10 minutes after he left. He hasn't come back since.

Numerous calls to Verizon without success or even a call-back. No internet service at house and can't go back to DSL because they put the fiber line to the house. It can't work at home. Kids can't get homework assignments or do schoolwork (pretty much everything is online). If there's a class action lawsuit or a way to handle this, contact me at **@aol.com. Thanks.

I was then repeatedly transferred to the wrong departments and then when I finally allowed my anger to show in my voice the service representative actually hung up on me. I had been on the phone for 1 hour and 7 minutes up to that point without speaking to 1 person that could tell me what exactly I was paying for. Finally after calling back I was put through to somebody who seemed to know what his job was and explained what charges had added up to over 6 hundred dollars. After a while and after over $160 had been removed from my bill and now well over 2 hours on the phone I was able to pay my bill. I then had to pay an additional $3 for that service.

When I then began getting my bill to the correct address I could see that I was again being charged for all of the extras that I had already spent so much time getting taken off. After 3 months I went through an even worse experience getting all of these things taken off and rebated to me but I did succeed in getting a substantial amount of money off at which point I Paid the bill up to that date and the next month.

That was only last month and I have just received a notice in the mail that says they are going to cut off my service on 10/24/2010 if I don’t pay my overdue bill of $200.51. I had also specifically asked that it be noted somewhere that I will not go through the battle with the extra charges and that I simply would not pay another bill that had added charges. The extra charges included a gaming package, a virus protection package automatic backup package and an all room DVR which A Verizon tech had disconnected himself.

I cancelled my Verizon telephone-Internet account in early August because they raised my charges by $40.00, and I went with Time-Warner for the same services but $40.00 less. I received a statement from Verizon that I had a $27.01 credit. I called and was told they'd be sending me a check for the amount in 7-10 days. When no such check was received, I called again. I was told "check is in the mail." When October rolled around with no check received, I called a third time. This time I was told that no refund check had ever been drawn so no check could possibly "be in the mail." The person I spoke with apologized and said that she had no idea why no check had been drawn and mailed, or why I had been lied to. When I suggested what would happen to me if I didn't pay my phone bill, she just laughed and said, "Yes, you're right."

Finally, getting tired of the back and forth I asked, "When will I receive the check?" "Two to three weeks minimum," she replied. That's when I asked her where her call center was located and she replied "Miami." "Why does it take a minimum of 2-3 weeks to get a check from Miami, FL to Palm Desert, CA. Will it be coming by Pony Express," I asked already knowing the answer. "I don't think so," she replied, “but it always takes longer when we have to refund a customer's money." Well, at least one of the Customer Service representatives at Verizon was finally willing to tell the truth! And I still don't have my refund check. If it does come by Pony Express, I sincerely hope they send someone along to clean up after the horses! I'm not going to clean up Verizon's mess!

A few days before the billing cycle ended, I again checked my usage and it was about 7000. I certainly did not want to exceed their 10000 MB limit. I was pretty sure it was not possible for me to use the balance of the 10000 allotment because I don't download any programs (since my mistake earlier this month), I don't stream music, use iTunes, view You Tube or watch movies or TV online. Yesterday my bill arrived in my email and I was charged $494.81. Apparently I have used another $300 worth of data in just a few days, above and beyond the 10,000 MB of data they say I used.

It seems almost impossible for a single user to use about 700 MB for 6 months and then to use well over 10,000 MB. In reading your article about a similar experience with Verizon, you stated that Verizon claimed Consumer Affairs used more than 40 times the amount of data of the average user when you exceeded 10,000 MB for your business account. Hence, is it possible that a single user could use more than almost 50 times the amount of the average user? If it were possible to get through to Verizon by phone or email, which it is not, I could ask them to explain this. However I have given up trying to contact them at all as their customer service is abysmal. I am not sure how Verizon calculates the amount of data usage. That is, if I download a 24 MB program how do they determine the cost? Can they really charge me over $200 for that download? It seems arbitrary, and consumers can't stay below the allotted data if there is not a way to calculate what the charge will be. The consequence is almost $500 bill from Verizon.

In July 31st, I sent Verizon the amount of $155 that cleared on the second of August. While returning from vacation, my cable was disconnected so I called Verizon to get some explanation. Though I had sent them the $155, they can see they have received it but cannot applied it to my account. I am not sure for what reason. In August to get my service restored, I sent them $100 and $158.

I then was told they have recovered the $155 it will be applied in to my next month bill. In September, I called to let them know that I was still waiting for that amount and was told, "We are very sorry and we will give free one year of some movie channels." In October, I called again and was told we are very sorry and was offered HBO & Cinemax by Sharil that helped me and promised to have my problem taken care of. I sent them $160 for October. My service was still interrupted this morning. I had to pay $186 today since they refused to have my service restored.

I spent about 4 hours on the phone. I was told they will do an investigation for the 3rd months now. I asked them if I could interrupt the service since it is not working for me and for them and was told I will be charged $380. I am so frustrated. Everyone I spoke with today had me on hold for about 30 to 40 minutes and ended up hanging up or blindly transfer me, left to explain my case over and over again. I was insulted by some and made to feel like I was looking to get free stuff by others. How are they in business? I have never felt this angry in my life.

After the installation, I called the local business office (888-553-1555) and talked to Aaron and after a long time and several other employees getting on the line, all who stated they could not fix it. Aaron said he would make it up in $10 monthly credits for over the next 12 months. When I got my first bill, it was for almost $150.

After several lengthy calls, my bill was reduced to $98.93 but I would have to call Aaron back for the additional referral letter monthly credit. I called Aaron and he said the credit would start the next month so I made the $98.93 payment. The next month, my bill went up to almost $130 and I was back on the phone. I was getting nowhere fast and asked if I could be connected to the girl who fixed it the last time. I was told her name was Tanya and that a message was sent to her to contact me.

Over a week went by and I did not get a call so I called again. I talked to Eric, who in my opinion, should be fired immediately. Of the probably ten people I have spoken to at Verizon so far, he is terrible. He basically told me my bill was correct, he really did not care what Tanya did and he would not do anything. I asked if he would send a message to Tanya for her to call me and he refused. I then asked to speak to a supervisor and he said none was available and he would have one call me back within the next 48 hours. I changed my equipment since the installation from a decoder box to a set top box that costs $2 more per month. My bill should now be $100.93. This does not include the $50 gift card from the referral letter still owed to me.

When signing up for service, they gave me a particular quote and then every time I called back to confirm, they had the correct contact information because I wanted them to call my cell phone rather than my work number when they were coming to hook it up. They claimed to put the information in the computer, yet it never made it there. Then I received a bill that was $35 more than what I was promised when signing up.

They said, "We are sorry, Miss, but the computer doesn't allow me to make any credits over $15." I don't understand how I was given one price at sign-up and now they have no record of it and there are no notes in the system. Keep in mind every time I spoke to a representative the previous time, they said the same thing. So I don't understand why the 10 times I spoke with representatives they were not captured.

I asked to speak with a manager and I have been on hold for 40 minutes. I doubt I will ever get to speak to a manager and even if I did, they wouldn't do anything any way. And on top of that, the system has been re-setting and shutting off in the middle of watching. Cablevision is sounding pretty good about now.

By April 2010, we had enough, cancelled all the service and switched to Brighthouse. Here we are, October 5, 2010 and they are still sending us bills. In August 2010, our balance was $0 then in September it was $53.57. Now in October, it's $45.02. What makes this all worse is that I spoke with 3 people today and I told them that I will not pay until I know why they are billing me. All they could say was that it was an old balance but I said, “I don't use you anymore. Is this balance from a phone or from cable? Why are you billing me? I want to know so we can be sure this never happens again”. No one can answer me. I have no idea why they think I owe them money, neither do they. They just keep billing me and it won't stop. Please help.

I contacted Verizon today to verify the appointment on the 7th and was told that the case was closed out and the appointment was cancelled. I was instructed that the line was tested and it showed that we had service. In the meantime, we have no service and we never notified them to cancel the appointment. The service rep. I spoke with was made aware of this and also that we had subscribed to the inside wire maintenance plan. She proceeded to tell me how to troubleshoot the problem and to go out and test the outside line on my own with their box and a corded phone. I instructed her that I didn't own a corded phone. She said the next available appointment will be 10/11.

I expressed concern that this was their error and they should come for the original appointment as scheduled. I took the day off work on 10/7 and planned to be there as they requested. The service rep. seemed most concerned that I solve the problem myself and again told me to check the box with my corded phone. I again reminded her that I didn't have one and did she expect me to purchase one in order to check my own service. She was curt and seemed unconcerned. I heard the insincere "we are sorry for your inconvenience". I have the feeling that Verizon would like us all to repair our own equipment and pay them as well as take a vacation day to do it. This is very poor customer service!

In February 2010, we decided to move our location 100 yards north of the original store. I notified Verizon of our plan, and wanted to have the service connected at the new store and leave the old store connected for two days while we finished the move. I was informed this was impossible. But we could have the new service connected and the old one disconnected the same day, leaving us one day without service. I agreed to that. We picked a date of March 6, 2010 for the connection and disconnection.

On February 27, 2010, an employee called me on their cell phone to inform me we had no phone or internet service at the shop. We called Verizon, after arguing with the rep about the problem being in the shop for 30-40 minutes from my home phone. (Never call Verizon on a cell phone, you will not have enough battery life to even get to a rep). Having our clerk carry the phone from the old store to the new one and plugging it in, to prove we had service there, did she agree that the service was disconnected. I had to locate the disconnect verification number which showed when we were supposed to be disconnected, before she agreed that a mistake had been made. She then informed me that the re-connection would be completed in 3-5 working days. Another argument ensued, and finally the reconnected us that day.

March 6, 2010 arrives, they disconnect the old store, but fail to show up at the new store. After several phone calls, a tech shows. The phones are connected, but the internet is not available for another week. The lines have to be tested. Remember, we moved 100 yards from the old internet connected building. Now we have no credit card machine, no licensing machine, and no internet service for our web site. Nothing could be done about the delay according to Verizon. The old tenant at our new building had Verizon internet service. Finally our internet is connected. From March 6, 2010, we have had several interruptions in service due to weather, and anyone that has dealt with Verizon service people know that it is a pain in the neck and very time consuming just to get someone to the site.

On Sept. 30, 2010, no internet service, no licensing machine and no credit cards able to be accepted. I call Verizon and spend 1 hour and 27 minutes on the phone with a service rep. He tells me it's inside the shop, he has me trouble shooting the whole system, unplug this, reconnect that, blah, blah, blah. I beg him to send someone out, I am not a computer guy. He keeps telling me they have a protocol they have to follow before they can send a tech out. Finally after an hour and 27 minutes, he agrees we exhausted all possibilities and he will send a tech out. Puts me on hold to find out a time when the tech will arrive. After several minutes on hold, he comes back and informs me that they have an outage in Pleasantville Central Station! They will call us when the internet is back up. No phone call on Sept 30, 2010. Finally at 10:00 am on Oct. 1, they call and say the internet is back up.

But we have no service at the store. There were several phone calls, from our clerk at the store, and me from my cell phone, I was on the road. We gave up, and called our computer tech. He came out, and said they had disconnected our internet service, while trying all the test on the 30th. At 5:00 pm on the 30th, we get our service back, two days without service. On October 4, it was raining, internet service very slow and credit card machine was not functioning I surrender. I'm going to Comcast.

No one can explain to me why I am getting such huge bill and everybody is so presumptuous why I had that bill. They give me different explain. I tried also contacting them online but their online support cannot be reach. Their automatic chatting service is of not help to since it can answer so very limited prerecorded answer. I tried asking them if they have a physical address here in Baltimore, Maryland, one representative told me that they don't have.

I continue to get charged for the two top boxes ($10). They gave me another trail period for the HBO service that I didn’t ask for. My bill is still high without the cell phone (review my bills below). This has been happening every single month since March. I called Verizon every month and asked them to remove these charges from my bill. As you can see below, the second chart is where they made adjustments to my bill. I noticed this has distorted dates and information. Maybe they haven’t been removing the charge.

At one point, they told me that I had to prove that I returned the boxes. I took the boxes to Verizon’s return center myself but they acted like they didn’t have record of my return. Each month my bill is at least $50 higher than it should be. I’m beside myself trying to resolve this issue. Can someone tell what can be done about this? I’ve had Verizon service for over 17 years. I never had a problem with them or their services until I tried to decrease my services. It’s very stressful. I'm paying for services and equipment that I don't have or want. The extensive bills are stressing me out. I have to spend hours on the telephone trying to reach Verizon then trying to get them to do the right thing by me. It's not happening. I get anxiety attacks when I have to open my Verizon bill.

When he asked how this package was added without his consent, he was told that someone called his home, asked if he wanted this package and someone at the home said, yes. My father lives by himself, has limited income and has poor hearing. It is a certainty that he did not give his informed consent, even if he actually spoke to a Verizon representative who might have called with this package offer.

We feel Verizon has taken advantage of the elderly and hearing-impaired by making an offer over the phone without ensuring informed consent. Further, by failing to provide a means to cancel this unwanted package, they have continued this unethical practice of preying on the elderly. As recourse, we want this package removed and the account credited for all charges incurred thus far.

When I arrived home on Friday night, the premium channels I have had for the last 3 years were not working. When I called Verizon, I was told to call back on Monday. When I called today, they said they were sorry. I don't know how it happened. They should have told me that my current premium channels were not included. I must pay more to have them. I should not have HBO and Cinemax which I did not order and do not want. The agent implied I did not know what I was talking about. I asked to speak to a supervisor and I was told that there was not one available. This is the worst customer service I have ever seen. There is no way to talk to someone who will actually do anything. You are forced to pay for their mistakes to keep them from turning your bill over to the credit services.

When calling them, I was always told a different story on why my bills were so high. August 2010, I decided to end the bundle and pay each bill separate again. I called DirectTv to establish a separate account. They tried, but was told by Verizon that they could not separate until I paid the recent $800.00 bill. Right now, my DirectTv is suspended and I have this outrageous balance for services I no longer have nor ever used. I was able to discontinue my cell phone service and go to T-Mobile and did it before they could suspend my services. Today, my total bill is over $800.00 for services no one can reasonably explain. These charges all accrued within 3 months.

I am anxious to see what hidden/added/nonsensical charges are on my bill that no one can explain. Verizon is the worst business I have ever dealt with. Do not get caught up with their niceness when they want you as a customer at the beginning.

Also, they will keep calling you initially pretending they are helping to lower you bill, instead they only make it higher. Beware! It is all a front, they are crooks! I am frustrated because of my continuous phone calls to them with no end results. They will not release my account so that I can discontinue their services. They are a threat to my credit report. They are not trying to rectify the situation only stating how their charges are legitimate. They are crooks and should not be allowed to cheat people out their hard-earned money!

So, to avoid being charged the $175 early termination fee, I agreed to continue business with Verizon but to have DSL setup instead because that was available. A few days later, I saw that my account was charged the $175 early termination fee. I went back and forth with Verizon customer service more times than I can count between May and mid-July for several reasons: First, to try and get my early termination fee back but because the FIOS systems and DSL systems don't communicate with each other, that process was a bunch of hoop jumps to so many people who seemed to have no clue; Second, they didn’t turn off my service at the old place when I moved even though I called three times since April to confirm that it was set and ready; And third, it is now September 10, more than 5 months since all of this began, I still have yet to receive my early termination fee back and I had to schedule an installation date for my telephone jack and no one showed up for the first appointment I scheduled.

Now, I look at my bill and instead of listing me as having DSL for $54 something a month, my bill says I have FIOS for $99 a month which I don't have. I'm so furious right now and the worst part is I don't want to cancel the service yet because I'm taking classes and need online access at home. As soon as the semester is over, I’m going to terminate my account. I will go with Comcast and I hope for the best.

Verizon rep said in telephone contract they have the right to allow third party charge on my phone bill. I questioned how they can charge me for the service that I already have or I did not order and don't even know what they are. I finally called in ILD to ask them cancel the charge because I did not authorize the charge. Why is this scamming company still survive?

She informed me that to correct Verizon’s pricing error would cost me $120.00 because I was changing my calling package. I told her I am not changing my home land line calling plan and that for each month for the past 10 years my monthly statement showed Verizon Freedom Essentials and High Speed Internet. The only change was the price Verizon was charging me (their customer) and it was Verizon who made the change and the change was in their price. Shabbil said she could not help me and I had to be transferred to billing (I thought she was billing). After 45 minutes on hold, I spoke to Gil.

He said he would give me an $8.34 credit for this month because I was dissatisfied with Verizon's service.

I became very dissatisfied with Verizon and asked to drop my Freedom Essentials package from Verizon and to get basic service on my home phone. Gil informed me I could not change my plan unless Verizon receives a $120 termination fee from me. I asked Gil, "How long can Verizon charge a termination fee when I had the exact same plan for the past 10 years?" Can a termination fee extend for 10 years? He could not help me but transferred me to billing (which I thought I was already talking to billing).

After another 30 minutes, I was talking to another Verizon representative who would not give her name (the connection was poor and she was from India). She said she would change the $34.99 charge to the original $29.99 charge. She did not say how long the $29.99 change would remain on my bill; if it was for one month or if it will remain on my bill from here on.

I am not locked into a one or a two-year telephone plan. I thought after one year after I signed up the termination fee would be eliminated. Evidently after 10 years according to Verizon, you still have to pay a termination fee of $120.00. There’s an increase in my telephone bill for no apparent reason. If I wanted to change anything on my current plan, there would be a charge of $120.00 even after 10 years on their bundled plan. I wasted 2 hours on the phone with Verizon representatives and I do not know if the issue will be resolved next month.

So, I called Verizon customer service and they said that once installed that FIOS phone cannot be converted back to Copper. I spoke to supervisors and even the executive office but they all said the same thing that FIOS cannot be switched back to copper unless it was for medical equipment. I told them that they should switch my phone back because it was not my request to have the phone switched to FIOS. My main concern is that if ever there was a power outage that I would not have a phone line available after the battery backup runs out. That was my main reason for specifically stating that I wanted to keep my phone line as copper.

I read about a lot of other customers having problems with FIOS telephone. They are misleading customers by saying that they have a month guarantee that if you are not happy with their services, they have a worry free guarantee. However nowhere does it say that once FIOS phone is connected there is no way of switching back to copper phone service. This is really unfair of Verizon to have control over what type of phone service they offer you. I am a frustrated Verizon customer.

Weeks later, after hours on the phone with various representatives, some of whom acknowledged that the account was transferred, some of whom said the account was closed. One of the representatives closed the account and waived the fees. However, by this time DirecTV, who Verizon contracted to offer the cable service, had also issued me a bill for about 4 times what my total bill was for all three services with Verizon. The associate who "fixed" my Verizon account explained that she couldn't help me with DirecTV but that all I had to do was call and explain to them the situation and they could fix it.

Today, weeks after the representative "fixed" my problem, Verizon issued another bill and DirecTV refuses to remove the additional charges from my account. Both DirecTV and Verizon are accountable. I contracted with Verizon to provide the 3 services. If they subcontract with another company, they have a duty to ensure that that company is abiding by the same rules. In addition, Verizon should have closed the entire account if it was not transferred. They allowed someone not authorized to make changes on my account to do so. I did not give permission to transfer part of the service or to leave part of it open past mid-August. And this is exactly what happened according to any version of their various stories.

Furthermore, upon speaking to other representatives after the fact, one said I should have been informed when I left the instructions to close the account that I would have to close the DirecTV account separately. No one told me this, and as such I accrued additional fees from DirecTV. But even this policy is illogical. I didn't deal with both companies separately when I started my contract. And I didn't pay them separately every month. This associate also said my contract was for DSL. And since the DSL was the one account that was transferred, I should not have accrued any fees once everything else was closed.

Now, I'm stuck with a $250 bill from DirecTV, which may or may not continue to accrue more fees. I wouldn't complain if I thought this was simply an oversight or a misunderstanding, but it feels like a scheme. It seems like the two companies work together just enough to fool you. The outcome is a "package deal" when it's good for them, but then they're two separate companies when it's more convenient. This is beyond misleading; it's dishonest. If I have negotiated through and with Verizon, then Verizon is responsible for its member parts and their actions, including subcontractors and poorly-trained staff. Furthermore, I don't think my difficulties are at all isolated or coincidental. It seems like the entire Verizon/DirecTV business model is unethical and neither party should profit from dishonest and unethical practices.

At my new office and warehouse location for my business, we chose to go with 8X8 VOIP for our phones but called Verizon for a line for our DSL and alarm. Also got a very sharp person on the line and thought we were all set. Wrong! After 10 frustrating days with no phone (in a phone sales business), no fax, no internet and over $6,000 in IT support payroll, Verizon finally sent someone out and surprise, technician who came out connected to a very antiquated box. Once he installed the new box, everything worked like a charm. Too bad Verizon won't pay my tech support bills and loss of revenue for being down for over a week. Verizon service is, for the most part, pathetic!

At the time I ordered the FIOS package, I only wanted it on one line because I was told I would lose my concession on that line. When the installer came, he said that order would change both lines from copper to FIOS with Telephone, TV and Internet. I asked him to change the order to just the one line. I was told by the installer that he could only cancel the order and I would have to start over with the business office. He said that there would be no difference in the billing. I let him go ahead against my better judgment. That would have separated the billing and if one went out of service I would have the other. I have looked at my bill and it has fluctuated from 128.19 on 4/19/2009 to $320.70 as of now.

A new customer can get the same service for $89.99 on the internet or for $99.99 by talking to the BO. When it went up around $143.00, I called up to see if I could lower the bill by cutting some of the services or just explain why the increase in my bill. I was told that I could lower my bill by getting the freedom package. Guess what? The bill went not down. I was told that because I accepted a change in my service, I lost my concession on both lines. I was also told to call Wells Fargo to see if I could get my concession back. Guess what, they had no clue why Verizon told me to call them. They told me I had to call the BO and have that Freedom package taken off first.

So I called the BO back and had them take it off. Guess what? my bill went up again. I called again and was told that would not get me back to where I was, because that package was no longer available. After complaining it was because of the false information given to me by a poorly trained Verizon employee, I requested to talk to a Supervisor and was told none was available but I would be referred to a specialist, who gave absolutely no explanation as to why my bill couldn't be returned to the original cost level. He after not be able to satisfy me referred me to higher level Specialist. This person said that I couldn't be returned to my original plan because it no longer existed.

She, however, said that I could have a total of a $40.00 discount that would put me close to where I was on the other plan. I said "OK", but guess what it was taken off again returning me back to a higher bill again. I was sent one bill after calling for $14.09 right after I paid in full my last bill. Within on week I was sent a bill for $10.22 When I called about the last bill and complained that I was being harassed, it was explained that the specialist found an error in my bill and gave me a discount, I said that I had already paid the previous bill for$14.09 and would like for them to refund me the difference. I figured it was on fair since if they were going to drive me up a wall. They put me on hold and transferred me so many times. I gave up.

I called again and got them to put my discount back on. I went on line today and from what I gather, I no longer have my discount and the have unbundled so that I am paying for each individual service separately and to top it all off it looks like I have less service costing me more. To rub in further, I think they have taken away my concession for thirty years of service to Bell Atlantic. All I hear is "FIOS it's big" and "hope you enjoy your new service" "FIOS worry free guarantee" "America's top rate broadband". What ever happened to, "Do it right the first time".

Never get DirecTV. Most of the channels I don't even use. Verizon should have explained the options with DirecTV and who was providing the service. Now I am locked in for the next two years and I will probably won't be watching too much football this fall. I hope for no rain on game day.

Again I was told to ignore the bill and all charges have been credited. On 7/14/10, I received a call from I.C. Systems which is a collection agency that Verizon utilizes. Their representative, Evan, stated that when I turned off my Verizon service, Verizon's policy is to assign a new account number at the end of my phone number. The new account number attached to my phone number is 1**. Evan went on to say that a month after I terminated service, I should have received a bill, which I did, marked final revised bill (i.e. $165.61 bill). When I told Evan that I did receive a bill a month after terminating service and I paid it, he stated that it sounds like I do not owe Verizon and to send them a letter with all my proof with ref#. 3164 9565-1-29 on said letter. I mailed said letter certified mail on 7/19/10. I.C. Systems received it on 7/22/10. Unfortunately I received another bill days later for $134.03.

On 7/27/10 I spoke with a Ms. S in your Buffalo office who stated that I have been incorrectly charged for McAfee, equipment and internet service that I was not getting and with the approval of her manager she credited me back for all three services. She said I would receive a letter confirming my zero balance in approximately 10 days. To say the least, I never received the said letter. On 8/9/10 I received another bill from Verizon for $134.03 at which time I called Verizon again and spoke with a Mr. R in the Queens office. He stated that on 7/27/10, Ms. S did credit me for the aforementioned services and it was approved by her manager and given a 5 digit approval code that Verizon uses in-house.

Unfortunately he was not allowed to give me that approval code. He stated that my balance is zero and I should receive a confirmation letter in approximately 10 days. Again, I never received said letter. On 8/27/10 I received yet another bill, this time for $130.62. On 8/23/10, I called Tom T, Verizon's Executive V.P. of Public Affairs, Policy & Communications, at which time his secretary said I would be hearing from someone. The next day, I sent Mr. T an email with a complete explanation of my problem just in case, I never heard from anyone.

We were supposed to get HBO and Cinemax. Our phone went dead, and we hurried to another house phone and it was too late. They had hung up. They never contacted us afterward, and they did have our phone number, as this was given to them to begin with and it is affiliated with our account number. Not only did the first person on the phone not know what to do, but we asked for the supervisor of which my husband cannot remember her name as it was given fast and she then went on to something else so he did not have a chance to write it down.

Then I called Verizon to resolve this issue at which time I told the person I want to cancel the Fios TV service. Three weeks later and a bill for triple play service, the set top boxes are still sitting on a shelf collecting dust. This Robert fellow keeps ignoring my requests to help me and he keeps giving me wrong information. Now I will be charged fees I cannot pay. What ever happened, the customer is right and maybe trying to remedy the problem. If this is a reflection or their customer service then they should be out of business soon.

Bill for a service I only used for 2 days and possible cancellation fees. I have been slammed.

So, I again contacted Verizon and had changes made to my account to drop the extra phone charges and cancel the HBO and Cinemax that I was being charged for; even though it was suppose to be free. I have not received my bill for august yet, so I contacted Verizon again to see if bill had been sent. I found out that I was still being charged for the phone fees, HBO and Cinemax; but the phone services were being scheduled to be transferred over a month after the change was made. During each of these conversations, I spent at least 60 minutes on the phone with Verizon (at home and at work) and I have had no true assistance with them and this issue. No one can look at my account and tell me exactly how it was setup, what package, or why I am paying for something that is suppose to be free nor will they assist with correcting this prolonged issue.

AT&T has the same service plus WIFI at $14.99 promo price/$19.99 regular price, I have asked Verizon if at least they can match the price but of course being the only provider in my area they have declined my request. This is bad, being stuck with inferior service and overpriced, no competition in my area. Paying for an inferior service (no wi-fi) for basic necessity internet service at a higher price due to monopoly in an area by $7/mo. Can you please suggest where can I turn to? FCC does not seem to have regulation authority on these providers. Any suggestions? Thanks.

When you call a company, you expect to get the service that you called for! When we called in, disagreement with this Verizon shut off all the cable internet and caller ID until the bill was caught up. This caused $422.00 in double internet, cable and phone bills. No help from either company, causing financial hardship.

Often times, I have no internet service which I need for my employment.

Now another 6 months later, I'm receiving a letter from an attorney stating I still owe Verizon $25.15. Why should I continue to pay this amount for a service I no longer have? Not to mention their customer service representatives are first of all of no help and second of all are extremely rude.

The first person I spoke to, even though I had already navigated their irritating voice recognition menu to get to the Cancellations Department, said they couldn't help me and they had to transfer me to the right department. It turned out that the person I was transferred to was not able to cancel my account either, but she was conveniently able to offer me an upgraded package with all the HD channels I wanted. It was a long conversation, but in the end, Mrs. **, as she identified her self, assured me that I would get everything I wanted, and my bill would only go up from $172.61 by about a dollar per month.

This was one of the biggest consumer mistakes/regrets I have ever made. Of course, you never get your "problem bill," until after the 30-day cancellation window is over.

For over a year, I paid every bill in full and on time. When the June bill came, it was for the same $172.61, and I paid it in full and on time. I assumed that the bill was the same, because of how late in May I had called and made the changes. I figured the July bill would reflect the new plan and amount. When the July bill arrived, there were definitely some differences. Not only was the charge over $250 dollars, but I even had a new account number, and of course, there was no sign of the promised discount that made me stay with Verizon in the first place.

What was worse was that there was a "carry-over" charge of $135. Since I had always paid every bill in full and on time, there was no reason for any carry-over charges from a past bill.

The First Problem Call: 7/6/10 -- Duration 20:31. The first person I spoke with said that they couldn't help me and that the bill was right. He couldn't explain the charges and couldn't make any changes. I asked to be transferred to Cancellations, because I was angry and too busy to be bothered by terrible service. I had to explain the entire situation again only to be told that this was not the Cancellations Department again and that she would have to transfer me. I was hung up on during the transfer.

The next time I had the chance to call, I figured I would try the Billing Department to see if I could get anywhere or at least an explanation of the charge. The first person I spoke to also could not explain anything and could not refund the charges. Mind you, this is not a general customer service; this was the Billing Department. And they still could not give me any real answer as to where the charge came from, only that it was from a past bill.

Again, I asked to be transferred to Cancellations. When the lady answered, she identified her self as Mrs. E**. Of course, I asked if this was the Cancellations Department, and she said no, and that it was Billing. I wanted to scream. She asked me to once again explain the situation, because she wanted to help. I don't even know if they have a Cancellations Department. And all I wanted was my situation resolved, so again I explained it.

She sounded concerned and appeared to be helpful. She said that Verizon had recently changed billing service providers, and it looked like my last payment had posted part to the old account, but the part that was supposed to be posted to the new account never was, even though the whole amount was deducted from my checking account. She even used three-way and called an accounting person to try and get it resolved.

She sounded like she was fighting for me. In the end, she said she would have to get a supervisor involved, and either her or her supervisor would call me back within 72 hours with a resolution. She said she made all the notes on the account and that it should be resolved soon. She also said it looked like the $30 discount per month didn't go through, but she could put on a $40 discount per month for all my trouble.

When I hung up, I felt comfortable that my situation would be addressed and corrected. I felt like customer service had been achieved by Verizon. I was wrong. I never heard back from anyone, and nothing changed on my online billing. The bill was due on the 19th.

The Third Problem Call: 7/21/10 -- Duration 33:52. Now my bill is late for the first time, and the changes that I was promised have still not occurred on my online bill. So, I called again. This time, I spoke with only one person. I explained the situation, and she said she saw some notes on the account and that she would like a minute to review everything and get back to me.

After 17 minutes of listening to bad music, interrupted by Verizon commercials that I now know to be lies, she finally came back on. She cannot explain anything to me and cannot say where the charge came from. Finally, suddenly and inexplicably, she seems to discover that there is a credit for the exact amount I am over-charged. She said it won't post until the next bill. "Okay, great," I said. "So what should I pay now?"

We did the math, and both agreed what my bill should be after applying the credit. I said thank you, hung up, and immediately went and paid the amount we agreed it should be, even though my account showed a larger amount due.

Yesterday, 8/2/10, I got my new Verizon bill. Can you guess what it was for? I'm sure you guessed correctly. No credit, no adjustment, no change. Just a past due amount and a huge bill.

Verizon FiOS Customer Service is an oxymoron. It is a unicorn, the Boogeyman, or Bigfoot. It simply doesn't exist. In my estimation, 60% of them have no idea what they are doing and don't want to help anyway, 30% know what they are doing but couldn't care less and also don't want to help, and 10% really want to help but have no idea how to. I guess they are just new and will shortly be indoctrinated into the ways of Verizon. Either way, 100% of them will tell you whatever you want to hear to get you off the phone with them. They lie to get you to sign up, they lie to keep you, and they lie about fixing your problems.

Obviously, I am going to have to pay my bill in full to avoid credit issues, and I am now locked into a 2-year contract with them. So again, I implore you, I beg of you, and I pray you will never get Verizon FiOS service. That is the least I can do to help my fellow consumers. It doesn't matter to Verizon either way; they couldn't care any less.

I called customer service, they all gave me different prices that I owed for that month. They were different than on my bill paid on what they told me to pay. I did. Now, I got this months bill should be around 162.00, wrong, 224.00. I plan on dropping them and not paying the early disconnect charge. I tried to talk to manager, I was put on hold for 30-minute, end up getting voice mail left message to call me back. Nothing. Called back again. Same thing happened.

But after 4 months, I was shocked to see a letter from the collections that we have $21.64 pending with Verizon. When I inquired with the collections, they routed me to Verizon since they didn't have any details. I circled back with Verizon and came to know that it was shipping fees of modem, which I don't need to pay. It was by mistake. They also told to dispute the amount with Verizon as well as with collections. I did the same. I was also informed in case of any issues, I will be informed by mail or certain communications.

3 months passed without any communications but a day before yesterday, I got a letter from another collections agency asking for the same amount on behalf of Verizon. I was so frustrated but still, I calmly spoke with my collection agencies (who again routed me to Verizon) as well as Verizon customer services. Talking to customer service for 1 hour, they again finally agreed that it was a glitch and I don't need to pay the amount. But when I asked for written confirmation, they routed me to their customer finance department. While talking to them, I was informed that I have to pay this amount to get out of collections. They said they can't see what the customer service has informed me nor any updates saying we don't have to pay anything. Unfortunately, I was back to zero.

I am so frustrated now that I have not used Verizon service for an hour, but then also due to miscommunication from Verizon, I have to pay $21 and also have to bear negative mark in my credit score. It's really not the matter of paying some bucks, but it really shows that there is no customer care in Verizon. Nobody knows anything. The whole company is like a black whole and customers are fools to get attracted by their customer loyalty myths. I would really request my fellow friends to not go to this service provider, who doesn't even listen to their customer's problem.

I called a few times after 3/2009 and 3 different reps on 3 different occasions (7/2009; 4/2010; 6/2010) confirmed that my $99.99 bundle plan pricing would expire February 2011, not May 2010. Since I didn't start receiving the bundle pricing until 3/2009 I was fine with that resolution and didn't worry about the credits. I got my July 2010 bill and the bundle went up to $109.99. I called customer service. The rep couldn't help me. She said she could only go back to the April 2009 bill. She asked me why I didn't call about it before. I read thru the list of dates that I did call about it. I asked to speak to her supervisor. She warned me it could be a half hour wait. I waited. One hour & two minutes later I spoke w/ a Senior Rep.

I reran through the scenario. I asked for either a credit for bundle pricing from 5/2008-2/2009 or the $99.99 until 2/2011. He said they can't go back that far and issue credits and that my contract ended in May 2010. I re-emphasized that I did not get the bundle price until 3/2009 and told him I spoke to 3 different reps on 3 different occasions (I provided him their names and the call dates) and they all confirmed contract end date of February, not May, 2011. He said he didn't know what they were looking at and that there was nothing in the logs. He said my contract ended in May and I was subject to the new price. He did not seem concerned that I had detailed records of the bills and the phone conversions I've had with customer service. I asked for the name of his supervisor. He would only give me the first name, not the last name, due to company policy. I am supposed to get a call from the supervisor within 72 hours. I was supposed to get a call from a supervisor on a previous call regarding the credits but that never happened. This time I'll be calling as soon as the 72 hours have elapsed if I haven't received a call.

I'll keep going up the supervisor ladder. I would think someone there has some common sense to realize that there is a signed contract that they have not honored and they will do the right thing. I do find it strange that on 3 previous calls, that are supposedly monitored for quality assurance, the reps were able to verify the 2/2011 expiration date but that neither the rep nor the senior rep could on this call. It makes me think that someone deliberately changed the info within the last month.

In the interim, I am going to submit a complaint with the Better Business Bureau and look into doing the same with the state Board of Public Utilities that that regulates Verizon in New Jersey.

At this point, I had no choice but to speak to billing. I did ask about the statement of "optional" relating to the unregulated charges, which was more than my regulated charges. The representative informed me, in no uncertain terms, that I have to pay the full amount and that I should have disregarded the statement of "optional". This was one ploy that I wasn't going to take anymore, so I discontinued my services with Verizon and turned to Comcast. Comcast was an OK internet provider, but terrible on phone services. They just couldn't seem to get rid of the statics and phone drop when I receive a phone call. My party keeps on telling me that something was wrong with my phone.

I changed phones several times, but kept getting the interferences. Comcast sent numerous technicians, but the problem persisted. I paid for in-line services, which the technician kept checking; changing the plugs in the wall, had me to disconnect the phone for about 5-10 minutes, but the problem never ceased. At the same time, Comcast kept on increasing the monthly bill and I kept searching for other providers. Finally, I got so tired of the high monthly bill, the inefficiencies of their technicians and the constant phone problem that I said to ** with it and went back to Verizon.

I contacted Verizon on April 20, 2010 and spoke to a Ms. ** regarding triple bundle services. Ms. ** was very pleasant to speak to. She gave me the price of $69.99 per month for 6 months, as stated by the letter that I received for a returning customer. I was also informed that I can call retention the following day to see if they were offering any other promotions for a good standing customer returning back to Verizon. When I called the following day, April 21, 2010, the entire charges were changed from what Ms. ** quoted. I asked to speak to a supervisor and was transferred to at least 3 representatives, who informed me that Ms. ** should not have given me the price of $69.99 and that this was a $99.99 per month service for the triple bundle. I was very disappointed and my joy for coming back to Verizon seems doubtful. Although in the back of my mind I had negative thoughts, I decided to wait a few days before calling back to speak to a supervisor.

On April 27, 2010, I spoke to a Mr. **. He didn't want me to cancel my contract and offered me the following rates: $49.99 for the first 6 months, $79.99 from 7-12 months and $99.00 from 13-24 months. Mr. ** also informed me that I would be getting HBO and Cinemax free for the first 3 months and that it would cost me $5.99 each from the 4th month, $5.99 each for 3 Motorola Boxes, $5.99 per month for their Anti-Virus protection, a $10 credit from the Triple Play Bundle through April 25, 2012 and a special promotion of $15 for 12 months through April 4, 2011. But my first bill was for 2 months at a rate of $129.30. The agreement was mutually satisfied and a payment of $129.30 was received by Verizon on May 27, 2010.

On April 28, 2010, I received a call from Ms. ** stating the very same charges that Mr. ** quoted the day before, but she added that I should be getting the Virus Protection free for 12 months. As of this date, I have not received the Virus Protection free, not even for the first 3 months that I have been with Verizon. They have been charging me $5.99 per month for 3 months. My June bill was $52.31, which included the $5.99 for the virus protection, but I wasn't able to see anything on HBO or Cinemax. I kept getting, "You are not authorized to view this service". I called and spoke to a representative on June 15, who checked my account and saw that HBO and/or Cinemax wasn't turned. She apologized and waited on the line until I was able to click the 400 number series with the remote control.

For some unknown reason, the representative did not turn on Cinemax and I just didn't want to go through the rigmarole of calling Verizon back the same day. When calling Verizon, you have to endure patience and have the time. It is very aggravating. First, you have this voicemail that goes through a series of questions, stating it is trying to get you through the right department. You have to state your telephone number, which the voice repeats and says it wrong. This voice says that she can help you if you want to pay your bill for internet, phone or TV and you have to chose one, because it never says bundle. The voice asks you to state your account number or punch it in the phone. She then states that I have your account.

In the meantime, I keep repeating "agent, agent, agent," but the voice ignores my plight. Finally, I just ignore her too and it says I will transfer you to someone. This is another 30-40 minutes wait and gets you to the wrong area. I live in Virginia and the rep on the phone states that they are in California or Manila. I will have to be transferred, which is another 30-40 minutes wait time. Finally, someone answers and asks you for your telephone number, your first and last name, for security reasons, the last 4 of your SSN, your street address, zip code and then the reason for your call. Then he/she says, "I am sorry but I have to transfer you to another number" and the phone goes dead. I have already wasted 2 hours or more wait time and you have to start all over again. Very annoying and frustrating. It seems that this is a game of shear frustration, deception, discouraging and a ploy to Verizon as a decoy for us customers to get our blood pressure so high that we just give up.

Comcast received my payment of $52.31 on June 29, 2010 (remember that this amount was to be continued for 6 months), but my bill for July is now $72.46, which is due on August 9, 2010. I spent all day on Monday, July 26, on the phone without any results as to why my July bill is now $72.46. One individual stated that I am getting a better deal than the $52.31. I am not sure if the representative(s) listened to what they were actually telling the customers. I specifically asked to speak to a supervisor on three separate occasion and was told that I have to speak to another representative. When I said that as a customer, I have the right to speak to a supervisor, I was asked "where does it says that you have a right to speak to a supervisor?". As of this complaint, I haven't been able to speak to a supervisor or given the name of a supervisor. I was told that they are not authorized to give me a name or even transfer me to Mr. **. Very strange business going on there at Verizon.

Since I couldn't speak to a supervisor, I asked why I was being charged $5.99 per month for the last 3 months for virus protection when it was free for 3 months? The representative checked and said that I would receive a credit for $17.97. Then I asked again why my bill for July is now $72.46 and my bill for June was $52.31? He put me on hold, came back and said, "they took the $15.00 promotion away, because I was getting too much discount". I became inflamed and demanded to speak to a supervisor. I was kept on hold for almost 60 minutes, when the rep came back and said "are you still there?". Aggravation, deception and decoy is now in play - a waiting game to see if I would have hung up. Before I could say anything, I was put on hold and finally disconnected.

I tried calling back later in the day and went through the motion of listening to a voice - very irritating. Finally, someone answered and said that her system is not working and that he will transfer me to another rep, but transferred me to a non-working number. My blood pressure is up, but I am not giving up. I logged on to my computer and went to Verizon's Live Chat. The connection was for DSL. I asked to be connected to a FIOS rep and given an answer that I will be transferred. When the FIOS block came up, it stated that they were closed for the day.

I started calling again Sunday morning at 8:15 AM EDT, once again the hold is intolerable. By the way, on all of these calls I went through the ridiculous voice prompt system all to no avail. Finally, at 10:20 am, I reach a live person and again am told that nothing can be done until Monday between 8 am and 5 pm (the associate, Anouk from Utah advised that there is nothing else that they can do to give me a more reasonable time frame other then my entire day). I called again Monday morning, was on hold for 18 minutes, got through to a person who empathized with my situation and advised needed to put me on hold to see what he could do about getting a time frame for me. At last, someone who understands customer service -not really!

He disconnected me! The service was finally fixed Monday (the problem was the Verizon equipment outside of my home) but the customer service damage was done. I called Thursday July 22nd and spoke with Ms. T. to cancel all of my services and was assured that they were canceled as of that telephone conversation. Not a word of what I am supposed to do with the Verizon equipment just "Okay, sorry to see you go and your account is closed".

Monday July 26th, I decide to take the equipment to a Verizon Store and return it all, I was told by John (a very nice young man) that my account is still active and he was going to give me a telephone # to call. I had John call this # from his desk right there in the store, I spoke with a Mrs. L., who could care less that I was cancelling but she assured me that she would backdate the termination of my services as of Thursday July 22, 2010. I am submitting this complaint in the hope that your organization informs Verizon of their absolute lack of customer service. I sent 2 similar emails directly to Verizon since this situation, hoping that they would most certainly be concerned about losing business but to date, no reply. Thank you for allowing me this opportunity.

Four months later, it is still there. When I contacted Verizon, again they told me it would not be credited to my account, saying that I had been watching it, which I never did and now they are withholding my bill so that they could disconnect my service and force me to pay the full balance. I am currently waiting for them to disconnect my service. I will never deal with Verizon again.

After 2 emails and never getting a response I went on the Chat Line. The agent was rude and uninformed. I stated that all I wanted to confirm that I was requesting a Technician and he kept arguing that I was entitled to that channel. I told him that the agent on the chat line the previous day determined that the DVR was defective after staying on the chat line with me for hours. I also told him that the FIOS listing showed the channel was in my package. He went so far as to say he knew well than whoever gave me the information.

I waited till the next day finally after a couple of hours going through I don't know how many numbers, I called an agent made arrangements to send a Technician. By the time the Technicians came I already had received the DVR by UPS. They looked at the wires determined that there was a loose connection and I have a DVR that has to be returned by UPS. Even though it is post paid why should I have to go to the UPS office? I am a senior citizen. Now I got my first bill as I just got FIOS 6/23/2010. The first bill includes the partial bill of the beginning of the partial period.

When I get the bill it is inaccurate. I signed for a package without any additions which they are charging me. The partial bill for the 14 days should be a little less than 1/2 of the monthly bill and they are charging me almost as much as the whole monthly bill. Called billing and after I spoke to the agent for a few minutes he said this is Verizon you need the Fios Billing. My bill says Verizon. When they switched me over and let me hold on I heard a recording that Fios Billing was closed (SAT) and call back Mon. How could one billing for Verizon be available and not FIOS? The customer has no control over the phone numbers. There are tons of phone numbers but they all go to the same automated recording. I have emailed them and have reviewed the bill and stated that I would not pay any amount except the contract amount for one month plus the extra 14 days.

Today I tried to redeem my Rewards Cards I put the Redemption Code that was emailed to me and it showed invalid. I called the phone number which is provided for any problems. I spoke to a supervisor, Marcel ID# **. He had the same Redemption Code as I had and he told me he would report it to Verizon and they would have to issue another Redemption Code. I would probably hear between 7-10 days. I explained I only have less than a week to resolve this otherwise the offer will expire.

I contacted Verizon and each time when I tried to call, it went to an auto-answer system; it was very hard to reach a real person. After a long time reaching a person, it took tens of minutes and after that, the phone will be disconnected without any problem being resolved!

People who tried to contact my previous home phone could not reach me. Also this new bill comes as $46.15 for nothing!

Please consider the environment before printing this email. Confidentiality notice: This e-mail is intended for the sole use of the individual or entity to which it is addressed and may contain confidential and privileged material, which is exempt from disclosure under applicable law. This message is for the sole use of the intended recipients(s). Any review or distribution, distribution, or copying of this communication by others is strictly prohibited. If you are not an intended recipient and received this communication in error, please notify the sender by return e-mail and delete this message and any attachments. Thank you.

When I arrived home on Friday, July 9, 2010, I was without a dial tone, and my landline no longer rings in my home. All calls go directly to voice mail. When my phone did ring in my apartment (early last week), another household picked up the phone at the same time I did. We discovered our lines were tied together. My home phone evidently is ringing in someone else's home. To date, I have taken off three days for Verizon to fix this.

I am on the phone with them now, and they are asking me take off another day, 7-16-10. I am holding for a supervisor. I find it ironic they never put me through to speak with one, even after holding for over 10 minutes. No one answers. Same as last week, I was transferred back and forth to various departments with no results. I am being given the runaround by Verizon and the repairmen, and they should be held accountable for this. Does anyone follow-up on these complaints?

From: FCCInfo@fcc.gov (Friday, July 09, 2010 at 5:52 PM) Thank you for contacting the Federal Communications Commission (FCC). This is an automated message to confirm that we have received your correspondence. We will review your information to determine how we can best serve you. If you need to send additional information, you may reply back with this email, leaving the case number (example: **) in the subject line, or contact us at our toll free phone number 1-888-Call-FCC (1-888-225-5322) and reference the case number.

To: FCC (7/9/2010 at 4:10:42 PM) Several weeks ago (3rd week in June), I had my home telephone service transferred to my new address at **. This week, I ordered the Verizon FiOS Bundle which included an internet service. The Verizon rep confirmed the installation date as 7-9-10, and I received an email stating 7-9-10 was the installation date for FiOS.

Verizon called from the truck today in my area on 7-9-10, and they stated they had the wrong address--an address from almost 3 years. It's completely in another city. The FiOS tech stated I would have to call and re-schedule the Installation. The Verizon techs on the street are the worse. They haphazardly read addresses on the order. But how do you mess up an address when you were just there? Verizon had the new address; they had just installed our home phone 3 weeks ago.

"humans make mistakes," and they would not let me speak with a supervisor. I spent my day in the office back and forth with Verizon customer service.

Again another day home.

I am on my way to getting "clear internet" phone and internet service. This is bad. Someone needs to monitor the Verizon reps on the street, the ones in the trucks in the various neighborhoods.

Well next day, after speaking with a Verizon customer service rep, they made a mistake and cut her home phone off. My mom went to the local Verizon office in Denton, TX three times and called customer service several times, only to spend several hours on the phone with customer service. They kept saying they didn't know what happened and can't help my mother. We have been calling and dealing with this for 7 days now and still, no phone service. Thank you Verizon for not turning the phone back on because nothing was supposed to be cut off. My mother is a senior citizen and just lost her husband she was married to for 45 years. Verizon disconnected her phone for no reason. They made a mistake and they should pay for that. My mom is very stressed over this situation. She just lost her loved one.

So I asked for a breakdown from February to now. They sent me February and April that never got any other breakdown, so I don't pay what I'm being billed for. I need some assistant. I feel I'm being ripped off by Verizon. Please help.

I talked to several Verizon employees over the phone in addition to the face-to-face salesman while being sold the Fios upgrade, and all of them assured me that since I could not transfer Fios to my new apartment, I would not be hit with a termination fee. I'm preparing to move at the end of July, and called Verizon last night to set up service cancellation. The rep I talked to was very rude, and said that I would, in fact, be charged with a termination fee. His only justification was that it was "my choice to move" and he said anything I was told at the time of sale was inconsequential, and the only thing that mattered was the fine print of the contract. I asked if there was anyone else to speak to. He said, "no", and then, "have a good day," and hung up. I've never felt so cheated and powerless. I couldn't even sleep last night. That's $360 termination fee -high anxiety, loss of sleep, anger, frustration, tension headaches, indigestion.

I called the following day and spent another 3 hours and was transferred to many different persons. I requested to have a supervisor call me back. But no one called me.

Before I heard any answer from them, when our contract IT technician came to solve our computer issue 2 days ago and found we only had one IP address instead of 5 addresses. So he called Verizon to reset to 5 IP addresses.

This was not our first time having very bad experience with Verizon. They always gave different services from what customers ordered. And when you call them, they always keep you waiting for hours. Once you lost patience in waiting and hung up, they won the game.

I believe you have received many similar complaints to mine. Can we do something and protect the consumer right. It is very upsetting that we, the consumers, have no choice to choose our telephone carrier, even the A&T was split half century ago. What had benefit to the consumers, even the "monopoly", was broken? Nothing good to consumers.

I spent total over 10 hours to solve the problem which was not supposed to be a problem. Who would pay me when I'm sacrificing my time to deal with the problem intentionally caused by Verizon? Our contract IT technician spent hours to reset all the addresses and we needed to pay them by hours they spent.

Third, we are B2B business. Our orders could not be downloaded when we lost the IP address. Our employees had nothing to do till this problem was fixed. Who would pay for these hours?

Here I go wasting another 30 minutes resetting the box and unplugging and plugging things back in. Still gets nothing fixed. So he then tells me to send someone out, I will be charged $25 or more? Seriously? I pay $200 a month and when I have a problem you're gonna charge me to send someone out? I tell them they need to switch out the box, yet they keep telling me no no it's probably my wires?! That's a good one guy! As soon as my contract is done, I'm switching back to direct TV!

When I look at my bill, my stress level climbs up the top. And I am seriously seeking better relief another reliable phone service. And of course that is hard to do if you trust them. I have down graded my phone service but I still have the so call "triple play with the discount" but with that discount I still do not see any changes. I even took action and called Verizon every month and complain about the increase and where did they make the adjustment to the bill. I demand them to even cancelling wiring maintenance. I can't terminated my contract or they will charge me and I don't wanted to that and I can't afford it. It even went to paying my bill with installments and 2 installments, sometimes does not work at all for me.

Today the same thing happened again, they asked me stay at home from 1pm-5pm, when I call at 1 pm, they said they already send technician out for my address, they will arrive just a moment. But I wait until 5 pm, nobody came. I call them again, they said they will assign somebody come tomorrow (I am afraid they will make us waste another 4 hours again). They never give explanation why they change schedule and why technician can't arrive to my address since they have already been send out. We already pay 2 month phone and DSL Service bill but we never use it for just one minute. I'm disappointed by Verizon, especially its customer service, it will be a nightmare if you have some problems need to be fixed.

After fifty minutes, someone finally was able to determine that the installation kit had not been sent. I repeatedly heard the word "sorry" but none of the sorry people was willing to make any additional effort to remedy the situation, specifically send the modem via overnight courier as I requested. As a result, I didn't have internet service that I needed over the long holiday weekend. On Tuesday, June 1, 2010 I called customer service to verify the modem had been sent. After thirty minutes on hold, the call was disconnected and I had to start over. I called back and explained that I had just been talking to someone and had been disconnected and asked if she could determine who I had been talking to. She was able to determine who I had talked to but wasn't able to transfer me to him.

This person seemed competent and found a UPS tracking number which indicated the modem was to be delivered later in the day. She gave me the tracking number and we hung up. Late Tuesday afternoon, the package arrived. However, there was no modem in the package, just a quick start guide and the Verizon online terms of service document--two pieces of paper. I called customer service yet again. The first person I talked to was outraged and of course I heard "sorry" again, but of course he couldn't help me. He transferred me to technical support where I went through the second maze of button, pushing before I could talk to a person. Naturally, technical support couldn't help me and transferred me to someone else who couldn't help me and he transferred me to a fourth person. Person number four wanted to know how many computers I would be using and what type. When I inquired as to why that mattered, she said it was so she could send the right router. I explained that I didn't need a router, I needed a modem. She said she would send one and it would arrive overnight on Wednesday. She provided a UPS tracking number.

When I keyed the number into the tracking site on Wednesday, the response was that it was an invalid number. I called Verizon at approximately 8:05 AM. I asked for confirmation and tracking number of modem sent the previous night. I was put on hold for over 90 minutes. The person I talked to couldn't find any record that the modem had been sent. I was transferred to her supervisor who confirmed. After over two hours on the phone the supervisor said she would have the modem sent.

I called Thursday, June 3, 2010 again to get a UPS tracking number. After a short wait I was told it looked liked it was cancelled. When I asked what was cancelled, she said everything. I asked to be transferred to a manager. I was transferred to a supervisor. When I talked to the supervisor I told her my story and asked if everything was indeed cancelled. She said yes. I said thank you and good bye. I called Time Warner and they came out two days later and installed the service. They showed up on time and did what they said they would. At Verizon customer service, no one will give you a last name. There is no way to talk get back to the person you previously talked to so there is no accountability. All the customer service person has to do is get you off the phone and they never have to deal with you again.

On June 8th, I called Verizon to make sure everything was cancelled and I was told yes. On June 9th, I had surgery and Verizon called me and told me that services will be installed on July 14th, but they think it was an error and it might be June 14th. I told Verizon that I cancelled my order and do not want the services. So why are you calling me about installation. I clearly told Verizon that I just had surgery and my order was canceled like 2 weeks ago. On June 14th, I had to go out of town and I am receiving home care for my surgery. So I called home to check my messages from the nurse and Verizon has cut my home phone services off. I called Verizon to find out what the heck is going on, and I was told that they can have someone at my home in two weeks to fix the problem. As Verizon kept transferring me to multiple people, I was told so many different things and that I was not scheduled for service, but they can have service to me in July. Internet was scheduled for the 28th. Like what part of cancel service didn't they understand?

My home security system was disconnected because I had no phone service. I got so mad that I told them, “Put my ** back the way it was, you had no business disconnecting it.” And they told me no. I had to contact RCN to reinstall my services. Once RCN installed my service, everything would wiped clear from their system. RCN tells me that Verizon has my number on their switchboard is why my services is not working. I still have no phone service and my DirecTV and wireless bill is merging with Verizon and I can't pay my bill. Verizon was mean and nasty to me and told me there’s nothing that they can do. I need to contact the other companies. So I am still stuck with a problem.

When she returned she had no phone service and no internet. She is 77 years old and lives alone so the phone is very important. She used a friend's phone and spent time trying to get her service back. She even spoke to a Spanish speaking rep when nothing was resolved, thinking her accent may have been a problem. She was assured all was solved. Nothing happened. During the ensuing days both of her sons called on her behalf, her daughter-in-law called, many friends called. Her service had been cut off 5/22 and was not restored until 6/3. The DSL did not work when the phone was restored so I went to try to help, only to discover (after 2 hours on the phone) that she had Fios phone service and no internet. When questioned about "who authorized her service to be changed to Fios and when,” there was no answer. I had in my hand her may bill dated 5/1/2010 and red the service rep a note on the last page: “FCC regulations require we verify any requests for changes to your account. Because we were unable to verify the requested changes, we could not change your account.” The note continued to recommend she phone the given number if she wanted these changes.

I asked why changes were made 5/22 if they were unable to verify? She was out of the county and lives alone so no one at her number could have verified changes. The customer rep had no answer for this. I had already spent at least 30 minutes on hold and spoken to 3 customer reps--solving this issue was no one's department. I was told to call Fios sales, then call Fios tech support, then call Verizon account services. Then I was told I would need to speak to an "expediter" and I waited 30 minutes and 43 seconds for the rep who was "helping" me to come back on the line to tell me she had found someone to help me--I was then disconnected! My friend still does not have internet. My elderly friend, whose sisters live in Spain and who supports herself partially thru the internet as a Spanish teacher, has no internet service so she cannot communicate with her sisters nor her students by email. She was without phone service for 2 weeks, which is very dangerous for some her age who lives alone.

I was told by their customer service representatives, that because of the inconvenience of my account mysteriously being cancelled on me, that after it was reconnected (which was going to take 4-5 days), that I would have a 3-month credit on my phone account and Internet account. It was 3 months, because one, I never requested it to be cancelled; two, I had to wait 4-5 days to get it turned back on; and three, when I was disconnected from their representatives about 6-8 times that day, every time I called back in, I got a different story. At one point that day and again today, I was told that I had called in and made a change of address or account transfer. I have lived at the same address since February of 2009! I have never moved.

Today I ran into more problems. When I woke up today, again my phone was shut off. Since I called in at 12:00 noon, I have been transferred to countless different departments to take care of this situation, most of them being the wrong department. The first man I spoke to asked for my account number. I read that number to him from my bill, which was right in front of my face 4-6 times, each time him telling me it was wrong, and eventually he hung up on me. It is now 2:42 pm, and I am still on hold, and I still have gotten nowhere! What kind of company is Verizon? When I here Verizon, I think of problems. Many, many problems! It is now 2:53 pm. I had just spoken with a lady in their Internet department, a very nice lady that is aware of the many problems inside the company and is a Verizon customer. She actually said she wishes Verizon would consolidate their departments to make it easier on the employees and the customers.

Anyways, here is the deal. I have a bill in front of me for $278.27. My service was disconnected on me on February 16. With a 3-month credit on both accounts, that would bring me to May 16. That’s 8 days ago. That means I should only have a bill with 8 days on it. Unless I flunked all 12 years of my math in school, I am pretty sure that 8 days of a phone and Internet bill should not be $278.27! Why are these problems happening to my account? Are they happening to other people? Are they even aware of these problems in the corporate sector? Does the corporate sector even care about these problems? I am tired of having to call in every time there is an error on the account that is the company’s fault. I am tired of having to call in and spend an average of 4 hours on the phone with these guys, sometimes as much as 9 hours. I am tired of being transferred here and there just to find out I was supposed to be transferred to a completely different department. I am tired of the rudeness and disrespect from their employees. I am tired of the mistakes. I am tired of calling in and repeating the situation countless times to countless different people in countless different departments. I am tired of the uncourteous, unprofessional atmosphere almost every time I call Verizon. I am tired of Verizon!

Now if Verizon (as a company) cared and took more initiative to make their customers happy and become more of an honest company, then it would be a more appreciated company. Times are extremely rough. I don't need some big shot company that don't give a ** sending me bills that make absolutely no sense to me, and bills that are wrong! I expect, by the end of my conversation with this company today, to have all credits added to my account. I expect to have all of my debt with this company erased, since it is all invalid, up until May 16, at which time my billing should have been reactivated. I should have no balance on my account prior to May 16th. If I do not get this situation taken care of, this letter will be going to 4 places. One will be my lawyer. He is a very well known lawyer with a very good record for getting people their money. Two, I will be posting this same letter on the Better Business Bureau website and the Consumer Complaint Agency, the state of Affairs and the Federal Consumer Report Agency. Three, it will be the Lincoln County Courthouse. Four, it will be newspapers and news stations. Also, I will start a petition formed by me, representing the customers of Verizon, who feel that they have been wronged by Verizon. This petition will be a petition to request money back from all of Verizon’s customers who feel that they have been overcharged or wrongfully charged by Verizon. The last step I will take is taking the petition and filing a Class Action Law Suit with my lawyer, and I will include the petition as evidence, and let anyone that signed the petition have their time in the court room to explain their problems and concerns with the Verizon Company.

I do not like or appreciate companies that disrespect their customers. Their choice. It is now 3:52 pm. I just got off the phone with their customer service center. I have received a $167 credit to my account. However, I still have a balance of $195.83. I want it gone, or most of it gone. I agree I should have been being billed from May 16 until today. That’s 8 days. That is not $195.83 worth of service. They have until 3 pm CST tomorrow (Tuesday, May 25, 2010) to get in touch with me, or I will have no choice but to take the above mentioned actions.

The previous year I cancelled the Fios TV channels and I was not charged an early termination fee, nor was I ever informed that there would be a fee if I cancelled any other service. So, after disputing over the issue for an extended time on the phone with the rep. I decided to hang up and call again and hopefully, speak to another rep that would be able to solve the problem.The next rep named Sherri, assured me that I would not be charged the early termination fee of $179.00, because I was keeping the internet service. She also informed me that the internet services would need to be paid monthly automatically debited via a credit card. I gave her my bank card information and a charge of $44.99 was to be debited on the 9th every month for internet services. On April 21st, my internet service was disconnected due to non-payment. I had been assured by Sherri that I was not going to be charged the early termination fee and I was charged! My total bill, including the early termination fee was now up to $464.62. I was going to travel out of town within the day so I decided to deal with this matter when I returned.

When I returned, I paid Verizon via phone past due charges of $233.86 my internet service was restored. So this gave me some time to hopefully, re- address the matter with the early termination fee. On May 13th, I called Verizon again, asked to speak with a supervisor. I spoke with a supervisor by the name of Tracy (employee number **) from a Missouri office, she assured me that she would credit the account $179.00 (early termination fee). I explained that a rep had assured me it would not be charged and it was charged, I also informed her that my bank card had not been charged the automatic debit on the 9th for the current internet charge as agreed for the internet service, so she requested for for my account info again.

A few days after speaking with Tracy, I received a disconnection bill for the total amount of $230.00, which included the $179.00 early termination fee, however, I assumed since it had been only 2 days since I spoke with Tracy about crediting the account, I thought to disregard this bill, thinking it was mailed before I called. On May 24th, my internet service was again disconnected, when I called, I was told that my balance was $266.09 including the $179.00 that was never credited by Tracy.

Again, I requested to speak with a supervisor, after a long wait on hold for a supervisor, when I told her that a previous supervisor by the name of Tracy and even gave her Tracy's employee number, she practically called me a liar by stating she was a Verizon employee for many years and there was no one with that name and employee number.

The proper response should have been excuse me," Sir, perhaps there is an incorrect digit can you repeat the number again please"? Due to the overwhelming frustration in dealing with this matter over a month with no resolution, I completely lost my temper with this rep and hung up. I called again after several minutes to speak with yet another supervisor with the hope of speaking with Tracy, instead I get Cathy on the line, and explained the whole matter again and requested Tracy. She took my cell number and said she would relate the message to Tracy to call me in a couple of days. In the meantime, I have no internet service and waiting for Tracy to call.

The next day, May 25th, I go to the public library to use the WI-Fi service, when I logged in to my bank account, my account was overdrawn due to a pending Verizon charge of $266.09. I never authorized Verizon to charge my bank account this amount on this date! The only authorization I agreed to was the internet charge of $44.99 on the 9th of every month. I am appalled by all the stress I have endured and all my time wasted for almost two months now, due to the lack of professional and efficient customer service. My checking account is now overdrawn. My spouse and I have gone through a tremendous amount of stress. and still no relief in site.

On Monday, May 3, 2010, we lost internet service. I called Verizon that day and was on the phone with a troubleshooter for 90 minutes. They were of no help and told me that the problem was my modem and a technician would have to be sent out. On Tuesday, May 4, 2010, the internet started to work again on its own. There was no technician that was sent out and no phone call was made to tell me anything. I turned the computer back on and it was working.

On the same night, we lost the internet service again. I called Verizon that day and was on the phone with a troubleshooter for 90 minutes, again, telling me to do the same things the person told me to do 2 days prior. They were of no help and proceeded to leave me on hold for 5 or 10 minutes at a time. I hung up and called Verizon again and was on the phone with another troubleshooter for 30 minutes when she told me that the problem was not my modem but a problem with the central office of Verizon and a technician would have to be sent out.

On Wednesday, May 5, 2010 the technician was sent out and arrived at my house between 4 and 4:30pm. He attempted to fix the problem (just like the troubleshooters walked me through) and said that the problem was not my equipment and that the problem was with Verizon's central office (headquarters, etc.). He was on the phone with someone there since I was told repeatedly that I was unable to have a phone number to reach anyone. I was told that there is no number and would need to be routed through technical support each time.

I wanted to find out what was going on (at least a 30 minute process each time). He was told (by Verizon central office) to rewire my cables. He did this and still nothing happened. He was then told that the problem was underground and the DSL was misfiring somewhere between the old and new wires wringing it to my house. I, of course, have no idea what this actually means but was told again that it was not something he could do or something that involved my house. This needed to be done at the central office. They told him that this would take 24 hours. He relayed the information to me.

On Thursday, May 6, 2010, the internet is still not working and I called the technician that was at the house the day before. He said he would call the central office because there was no number I could be given. He called me back (4:20pm) and they told him that they were still working on the problem and this would take 48 hours. He relayed the information to me. I was told that for some reason, the internet was disconnected at the Verizon central office and was assured that the problem would be fixed by the end of the weekend.

Meanwhile, this is affecting my career. I have not had internet for the work week and I do work at home as well as at work. I told my job that I would have my internet back up shortly and this was not happening. This was completely unacceptable!

On Sunday, May 9, 2010, we were away for the weekend and returned Sunday night. The internet is still not working. On Monday, May 10, 2010, the internet is still not working and I called the technician that was at the house on Wednesday, again. I was told the same thing as Thursday, May 6. This has now been a week of no internet and no resolution to the situation. I was told again and again that it was not my fault was the Verizon's central office.

On Tuesday, May 11, 2010, the internet is still not working. I called Verizon again and spent 30 minutes on the phone trying to get to a supervisor. When I finally did, I was told that he had no information about the account. He told me he was unable to answer any questions about why the service was cut off and why Verizon had disconnected it. I told him that I was a paying customer for 6 years and has never missed or been late on a payment. I demanded to know what was going on.

He said that he had no information and did not know anything and then asked if I would like the person in charge of my account to call me. I told him, "Yes!" He said that within 48 hours, someone will call me. I also asked him for a number that I can reach a supervisor directly. He told me this was impossible and I would have to be rerouted through technical support. I found this very hard to believe.

On Thursday, May 13, 2010, the internet is still not working. The person in charge of my account never called me. I called Verizon again and spent 30 minutes on the phone trying to get to another supervisor. When I finally did, she told me that she would personally call the central office and find out what was going on. She said she would call me back with information. I asked her for a number I could reach her and she game me one as well as an extension and a name. She was very different from the man that knew nothing 2 days ago. When she called back, she said that a technician needed to be sent out after the Verizon central office fixed the problem. I said, "Okay." She said that they told her 24 hours.

This is now the 3rd or 4th time I was given a time frame. I understand that Verizon has an obligation to fix the problem they caused and that I should give them an opportunity to do so. They have not and I have given them many opportunities. She said they would fix the problem in 24 hours.

On Friday, May 14, 2010, the internet is still not working. I waited the 24 hours and ** called back to ask if it was working. I said no. She then asked if I was in contact with Comcast (my cable provider). I told her that I have Verizon service and I was not receiving the service I have paid 6 years for and she needs to figure out why I am not. She said, "Okay" and told me that she was unsure as to why the problem was not fixed. She said they didn't do it yet. I expressed to her about how this was negatively affecting my career as well as my life. She said she would see what the problem was and get back to me again. She said again that the problem was that the central office disconnected my account. This was without my permission!

On Saturday, May 15, 2010, I received a phone call in the middle of the day from a technician saying they were trying to gain access to my house. I never scheduled an appointment for them to come over on Saturday and furthermore, I was told the problem was not at my house. It was at Verizon's central office. I was not home. ** called me and said they would have to schedule for Sunday. I said, "Okay." The next day, I stayed home all day (the time frame I was given 8am - 5pm). No one showed up! No one called!

On Monday, May 17, 2010, she called and asked if my internet was back on. Really? I told her no, because the technician never showed up and the problem was never fixed. This is 2 weeks now! 2 weeks after I was told multiple timeframes of 24 hours, 24 hours, 48 hours, etc. There is only so much I can handle and should be expected to. She was confused about everything and said she would have to call the central office again. I waited for her do so and when she called back, she told me that they did not send the technician because they froze my service because they think I am switching services. She offered to reschedule the technician. I told her I would call her back.

I never cancelled Verizon DSL. All I have been doing for 2 weeks is trying to get the bottom of no answers and completely useless people and excuses! I have spent hours on end every night talking to different troubleshooters and technical support and supervisors and whoever else would get on the phone. My entire 2 weeks have consisted of this and also my job has suffered because I am unable to get my work done from home. I cannot express the level of disgust and despair I feel! I feel like I am owed much more than an apology and expect this company to deliver! I deserve compensation well beyond the reimbursement for the time the service was cut off unjustly. I will wait to see what is proposed!

The new phone service was supposed to be working as of 7 March, 2010. When I tried to use the phone on that day, the phone line was dead, and my phone id showed no line on the caller id display. I called the technical support from Verizon and spoke to a technician. A phone line check up was done and I was told that the phone line is active. I explained the technician that my line was dead, and that I cannot see a Verizon phone box anywhere outside my house. The representative told me a technician was suppose to come out to check the lines the following Wednesday, 17 May 2010. A day before the technician was supposed to come the order was canceled, due to an active phone line.

From that day on I called Verizon's customer service every two days, each time I was told the phone line is active and no technician will be sent out. I talked to representative's name: Rebecca, Thomas, Laura, Marcel, Ken, Latisha, Kendra, and so on. All together I spoke to 26 customer care representatives. On 24 March 2010 I was able to speak to a Manger name Mr. ** from the Maryland office. I told him all that has happened to me so far, and he assured me that this time a technician will come out to my new address. This technician was supposed to come out on 31 March 2010. Again this appointment was canceled by Verizon. I called them one more time on 2 April 2010, and I spoke to Mark, he personally guaranteed me that this time a technician will come out on 7 April 2010. For the fourth time the appointment was canceled by Verizon. After that I had enough and called Cox for phone service. They came 10 April 2010, and their technician explained me why I had problems with my phone service. In order to have phone service a modem has to be provided by the phone company, because the active phone line does not reach the phone outlets in the house.

Now I keep receiving bills from Verizon where I am charged for service after 6 March 2010, even that I called there 26 times and explained my situation. I called today again (17 May 2010) at 5:12 PM and spoke to a Mr. ** from the billing department, he was not able to help me, and I was told only the technical support is able to credit the amount of $143.87, so he transferred me. Then at 5:38 PM I spoke to Stacy from tech support, she told me that is not able to help me either. This is a very frustrating process, and Verizon does not help me to resolve the problem at all. Their customer service is awful, and very disappointing. I hope you can help me, and let me know what I can do, this bill is about to go to collection.

In March 2010, I receive a collection letter from a different collection agency for the same services in 2007 that I did not owe. I called the agency along with faxing over disputed information. I was advised already on my credit report and if Verizon thought I owed, they would pursue me. And it would be best to contact Verizon as well. Well, I was on the phone at work, mind you, because I knew it would take forever to get through. I got transferred 10 times and disconnected once. Only one representative tried to help and we got disconnected. I called back and got another rep who rather I go through everything again vs. taking my old account number and finding the person who was helping me 1 minute prior.

I had to take a little break before I screamed and called back for round 2 later on Friday, April 30. I was transferred over to another rep again who could only tell me my account has been closed for years and could not assure me that I will not receive any more letters or be dinged on my credit report. And this person could not provide me a letter stating my account has been paid in full. His only response was since I was placed with an agency, he could not pull my information, which is a lie. But I ended up having to hang up defeated and hoping the collection agency researches and lets me off the hook. Verizon has gotten to be so big they do not care about their customer. And for me to again see a charge I did not owe and took care of 2 years ago shows that they do not keep good records either. If I didn't like the service I have, I would get rid of all Verizon. Even then my one little account would not affect Verizon's bottom line.

On top of all of this, they continue to send me a monthly phone bill with a few dollars of credits for lack of service. I went online and can't find any department or name of anyone to contact at Verizon to issue a complaint. I called some friends that work there and each one of them told me that the company will not do anything for me because they want everyone on FiOS. I firmly believe I am entitled to the service I signed up for and should not be forced to take a different service at a higher price.

The FiOs account was in my husband's name. They pulled an old account record from over 5 years ago and used my name and contact information from that old account to invoice me for the long distance. 4 calls to Verizon customer service yielded no resolution. The rep told me not to pay it. But outstanding balance could go to collections and thus ruin my credit. Another rep told me that it was probably an old bill I forgot to pay from before. No, the calls billed were made right after the installation on 4/22 and 4/27/10.

My husband had talked with Verizon Customer Service at least 3 times per week in 3 weeks about the e-mail site not being accessible and the long-distance charges. Each call was at least 30 to 90 minutes with no resolution. He was transferred around to different reps who could not help him. Finally, he asked to get out of the 2-year agreement, because he could not access his email in the evenings, the only time he could do it from home.

Verizon held us to the $330 early termination fee, in addition to the current charges of $140. The service was unacceptable, and the lack of resolution to the long-distance charges and the way they invoiced me using old account information is highly suspicious. This might constitute a violation of privacy, as I did not agree to any such services outside of FiOs.

Let me repeat, I never had phone service or anything working in my home. However, a year has passed and I get a bill collector sent to me stating I owe Verizon (now the bill collector) for an over due bill that I never paid. But here is the funny part, I never got a bill from Verizon. I never had service with Verizon. Someone in their billing dept screwed up and got lazy. Now I have to prove this or my credit gets dinged.

I was not satisfied with both the Internet service, which was considerably slow and not wireless, or the DirecTV which includes 512 channels of which 500 are commercials and sport. After I had realized that I had been deceived by Verizon and that there was no FIOs in our area, I decided on the 13th of March to cancel DirecTV, cancel my phone service and request wireless Internet access only.

Although it has become evident that customer service in the United States has declined dramatically recently, I have never experienced such ineffective, rude, and careless customer service as that of both Verizon and DirecTV. Although I had not dealt with DirecTV at all, when I asked to cancel, Verizon customer service asked that I contact DirecTV directly. When I did, I was absolutely surprised that they would charge me $450 for cancellation. They said, their policy was cancellation should be within the first 24 hours.

Phoning back and forth between Verizon and DirecTV, I was unable to get anywhere except waiting on the phone for hours and basically told that (1`) it is not Verizon's problem (though I had contracted with Verizon only) and (2) that I had to pay the $450 no matter what. It became evident that the whole operation is a scam and is a conspiracy between Verizon and DirecTV to defraud the public. In addition to the time wasted on phones, the stress and the feeling of having been taken and defrauded, I am required to pay money for which I have received no service.

I'm tired of this and this is why I cancelled Fios because their customer service sucks and now I have to fight for over a year to get my money back!

Finally in January, an unknown supervisor had turned on in ten minutes. I asked him why other supervisors and reps were not able to help me; he did not know why. Phone service did not work as of December 4.

I spoke to Verizon reps for two months, trying to figure out why service was not connected. Finally, after two months, I was told that phone number still belonged to Time Warner. Supervisor named Jenetta at Verizon gave me a new phone number and got phone service to work. I asked her why no other rep or supervisor could figure this out, and she did not know why.

I then explained to her that my services were disconnected for non-payment, and I paid $144 for re-connection. I explained to her that I was paying too much, because I had no phone or internet service. She assured me that the February bill would only be $79 because of the December over-payment.

Per Verizon rep I spoke to today, February, March, and April bills are all approximately $145 month. Per Verizon, when I started services with them, I would receive Internet service free for six months. I am now being billed $145 for phone and cable. No one can explain why I am paying so much for two services. I spoke to DirecTV rep approximately three times and was walked through rebate with them and was assured that it was registered with them.

Jenetta stated that she spoke with them when she helped me. Verizon is set to shut my services off again when I was assured by Jenetta that my service would not be turned off for ninety days until all billing disputes were resolved.

I spoke to Verizon rep today who states that he cannot explain the $145 bill. A supervisor is supposed to call me tonight. I have been told that supervisor would call me back so many times in the last three months that I don't believe a word that Verizon reps tell me. I just want services that I was sold for the prices that I was quoted. Why should I pay the bill when I have obviously been lied to by Verizon and DirecTV?

Last Thursday 3/25, I received another email indicating that Verizon was unable to process my monthly payment because the card had been declined. I spent 25 minutes on the phone on Thursday without actually reaching anyone who could help me. I am right now 30 minutes into my third attempt, speaking to the 3rd customer service representative. I've been told today that it, in fact, takes 2-3 full billing cycles for new payment information to take effect if a bank account is involved. That same woman told me that she couldn't help me because she only dealt with credit card payments, and not bank account information. I explained that Verizon was continuing to use my debit card information that I had deleted in January and she told me that since she could only see bank account information on my account, she couldn't help me. I've now been transferred to a 4th representative within the billing department.

Why couldn't they just use their automated system which required me to uniquely identify myself to tell me they had a major outage so I could go to bed and get up early to continue working? The general attitude and the way I am treated is very upsetting, as this is not the only incident. I felt frustrated in how they treated me. Also, there were no apologies about it being down, much less a mention of a discount on the next bill due to such an outage.

They made me fall behind in bills for holding my money because when they had told me it was coming, I was depending on it. Two weeks ago I spoke to a woman who claims her name is Ms. W. and told me that number above is her number. She said she was going to investigate it and call me back in 3-4 days. 2 weeks went by and had left 2 messages and no call from her. I know there may not be anything you can do for my money. I just want you to be aware of how they scam and lie. If this complaint will go through, I hope others could be aware on how they take your money. If there is a way they can see I complained and can get my $125 back, that would be great. Thank you for your time.

First my phone service was interrupted, then my internet, and lastly today when I reached home, my TV service is off. I pay a very high monthly fee for these services and it is not fair to penalize me for this problem without looking into any way they can help me or determine where these calls are coming from. As of today, I am getting these services provided through another company service provider, because with two children, these services are essential to my household.

In November 2009, I called with a question and was told that I had been upgraded which resulted in a $10 increase and a renewed one-year contract. All of this was done without my authorization. Frustration led me to Comcast since I now had a new contract and 30 days to cancel without an early termination fee. I called, canceled, and was told there would be no fee. On January 4, 2010, I received bill for an early termination fee for $120.00. I contacted Verizon via email and received a final bill for $12.93 stating to pay bill at Verizon.com/pay final bill. The reason being that bill may have already been turned over to a collection agency and it could ruin my credit rating.

I made several attempts with no success, so on January 27, I paid by check (no. **) the amount of $12.93. The check was cashed on February 2. On February 4, I received a bill for $101.01. On February 16, 2010 I received another final bill for 0 balance. On March 4, 2010, I received a past due notice on a bill for $101.01 due April 4. Attached was a legal notice telling me that if I fail to pay the bill, Verizon may submit a negative credit report to a credit reporting agency, which will negatively affect my credit report. I would greatly appreciate any help you could give me to help resolve this issue without affecting my credit rating.

Because I had to use a TracFone for work related issues and emergency purposes, I spent an additional $85.00 plus the monthly fees. I also had late bills which I normally pay either online or by phone. Being put on hold would have cost me more. After my service was connected and the bills started coming was a time consuming problem. I spent a lot of time trying to rectify this issue and, obviously, I am still spending too much time. I have used an entire evening looking for this site and then composing this complaint. To be honest with you, not only am I tired of this, so are my family and friends. Please help!

For the next four days, I was informed that the Central Office has a running report of problems with the phone lines, and they they are "working on it". I asked for another technician to be scheduled from DSL, as the problem was not diagnosed or fixed. I was told the phone company was working on the line problem, but they would send someone else out to test the equipment again.One week later, there was no dial tone on the phone line. I called via cell phone and explained my problem to customer service and listened to a lengthy sales pitch about how switching to FIOS would solve my problems and I could get a special rate deal because of the problems I had been having. I was switched over to the repair department and made an official repair request via "central office".

Phone call made later to DSL tech support, I was informed by DSL support that phone technicians were working on the problem that day. At the end of the day, I called the telephone repair service and they had no record or report of any problem with the phone line. This is one week later, after the problem began. I ordered repair service on phone, earliest available was April 13 and was told to call back if DSL repair service can't resolve the line problem, even though I was told that they probably can't resolve the problem if the problem is with the phone line, at which point I am looking at a $95 repair cost.

Later, when reviewing the situation with DSL tech support, I was told that the reason of he problem was not resolved is that is complicated so it can take a long time. I was also told that according to phone line test reports, there has been a problem with the line signals all weekend was told by DSL support, more than once during the week, that the problem was with the phone line, and the phone company was aware of the problem.

The phone company repair department had no record of this, and was never informed of a phone line problem, until I called them at the end of the day, Saturday, one week after the problem began. I have spent more than 12 hours dealing with tech support, customer service, and a repair technician, and the problem remains unresolved. Another technician is coming to the house on Monday so hopefully that will be the end of the problem with Verizon.