Verizon Fios Reviews

At the end of the 7 days, I again called and was told by Jalesha that on 1-8-13, the money was sent and I would receive it back into my account on 1-15-13. On the 15th, I checked and the money was not in my account. I called and talked with several individuals and finally asked to speak with a manager. Jerry said that I needed to have my bank fax a letter stating a payment was made and that only $770 could be refunded to my because they took money from my credit because I had a bill that need to be paid. I told Jerry this was not fair and I have been trying to get my money back for two weeks and was being given a runaround. I had talked with a Debbie, Amy, Jalesha, Danny, Cory, Rima, Quanisha, Carlina, Brenda, Jerry, Joe, Arvia, Laura, and Calvin. And the only thing I am being told is "Sorry, but this is all I can do is request a $770 refund for you at this time and it will take 7 to 9 days before you get it."

I am the customer, and for a company to be ran so poorly is beyond my comprehension. Jerry said he would transfer me to Customer Service. He transferred me to New York, New York transferred me to Texas, and Texas transferred me back to California. I feel you should be trying to make things right or offer me a credit for receiving such horrible treatment. What happened to "the customer is right" or just being treated like anyone gives two cents. After I being given the runaround by the Financial Service Department and Customer Service Department, someone tell me why anyone would want to stay with Verizon Fios.

I have sent the proof of payment in five times, to five different people, each claiming to be the "supervisor" of the previous contact. Why has no one been able to find the measly $62? I pay them over $140 every month, on time, I might add. I now consider this to be a theft against me, as I am continually harassed by Verizon for the "past due payment" even though the payment was made and they have received ample proof of this. I have dealt with 15 different people in the Verizon company, not one of which has corrected the issue.

I accepted the new bundle and tried it out for the thirty day period. During the trial, I became dissatisfied with the TV portion of the bundle and decided to opt out. Surprise! I could opt out of the new bundle, but I could not return to the service I had (Premier). I could only be bundled into other plans that were way more expensive than my original plan or into a plan that was deficient with respect to the service provided. I was not told of this limitation at contract initiation. Talk about deceptive practices, this takes the cake. At present, I am stuck with a reduction in service and have not received any acceptable response from Verizon. I will seek service from other carriers while I file a complaint with the FTC over Verizon's deceptive practices.

At month 13, my monthly price increased significantly and was much higher than what I had agreed to upon signing up for the service. I was unable to get this rectified and was forced to pay a higher price. Verizon informed me I was welcome to leave the service (they in fact suggested this numerous times), but that I would pay a cancellation fee although I technically did not sign a contract with them. I had a new baby the same time I entered month 13 and couldn't fight them anymore. So I gave up and paid the higher price. After the second year, my rate increased again. Supposedly, there are no discounts available.

Now about the service. For the price I pay each month, I expect to be able to watch my programming when I want. The amount of times I try to access On Demand programming and get an error message far outweighs the successes. My internet speed is slow most of the time and although I am paying for an upgraded speed, I did not see any increase in speed from the past. Verizon argues this and insists it is faster. Anytime I call customer service and am using the computer at the same time, i.e. if they are walking me through a process online, they are astounded by how slowly I'm progressing. It's their service! I strongly dislike Verizon Fios and wish there were more options available or at least better customer service/honoring quoted prices.

Through my attempts via the web and phone, this company clearly is set up to never actually speak to an individual. Their website and phone are a maze of prompts and questions, never ending up with a real individual to speak to.

After I got off with Agent Natalie, I logged into my Verizon account. It did show me my current service of $26/month + my new order of $34/month. It looked just fine to me since my dial up DSL will go away and my next bill should be $34. All to my surprise, when my first bill came, the $60 per month on my new bill did not reflect my old dial up DSL anywhere at all. It was merely the new bundle deal that I got. I was totally upset and felt cheated. I called Verizon customer service. Agent Lisa told me that my confirmation notification did state that it would be $60 per month. Since I did not reject it, there was nothing she could do about it. I tried to explain to her the bundle deal that Natalie told me and what I saw on my online account when I was upgrading the services. However, I failed to keep a screenshot.

Since they're not willing to honor the deal, I felt being cheated and asked to cancel the services. I realized that this was not yet the end. I still have the upcoming final bill, which will have the $230 early cancellation fee, to fight with. =(

Shame on Verizon!

Jump forward to summer of 2012. We had work done in our yard and the workers accidentally severed our Verizon Fios optical cable. We didn't care at the time since we weren't even using it. Now fast forward some more to November of 2012. After Hurricane Sandy hit our area, we had so many issues with Cablevision/Optimum and our neighbors with Verizon Fios never had any interruptions in their services. So we decided to switch back to Fios. I called Verizon to place the order and immediately explained about the severed line that was going to need to be replaced first. Once again, I was told this would not be an issue. There would just be a delay since they were still backed up from the storm. Not a problem for me. I understood about the two-week wait. However, I did stress to the customer service rep that the buried services had to be done first. Again, not an issue, I was told.

On November 27th, a tech showed up, rang my bell and told me there was nothing he can do for me since there is no fiber optic line running to my house. No kidding! I told him the story. He called a supervisor and gave me a new install date of December 6th. Later that day, a customer service rep called me and said that the buried services would actually be out here on the 6th and the install will be done on the 7th. A few days later, someone came out and marked my property so I felt things were finally on track. December 6th came and no one showed up to do any work at all. I called Verizon again and I'm informed that someone canceled my appointment! I am once again angry and confused by how a communications company can be so God awful communicating with their customers and their employees!

Of course, I get a few hundred apologies, and I'm now given a new date of December 13th which I'm really unhappy with, but okay. They claimed they couldn't get out here any sooner. December 7th, I'm making dinner around 5pm, the doorbell rang and it's Creamer the service here to bury our conduit! I'm annoyed yet happy that someone is actually here to do something. December 9th, I was sitting at home watching football and the doorbell rang and it's a Verizon tech. Unexpected by us and he's completely confused as to why he's been sent to our house to do an install when we still don't have the fiber optic line buried! That's where my story ends since today is the 9th. I have my open date of the 13th for the install which I have to assume still won't happen unless someone showed up here before then to bury the fiber optic line. What a disaster this company is!

On 11/14/12, when my DSL was supposed to be reactivated and the phone installed, I got home only to realize there were no services. I called again and was transferred to various departments with no solution in sight. Finally, a customer service rep told me that a tech would come out the next day to fix my phone, without which the internet cannot work. Next day came, still no service! I called again. After being transferred all over again, another person said a tech would come back again to diagnose the problem, but there might be a charge. As we were talking, the line went off; and when I called back, no one seems to know anything about that conversation. I have tried several times since then without success. This is very frustrating; I explained multiple times to Verizon reps that I have online classes and need to be able to log on to take my exams and turn in my papers.

For three weeks, I have not been able to do either of this and have to cancel my classes. I was told again by another rep that my DSL was up and running. Therefore, I tried logging in again at work just to retrieve my email messages but still nothing. I kept receiving an error message asking me to call Verizon. So far, my experience with Verizon has been very unprofessional - with my accounts being canceled when they should not have been canceled, my emails disappearing, and my phone and TV not working even days after they were supposed to have been turned on. The emails that disappeared were my business emails, which I cannot afford to lose, yet they are gone without a trace. Verizon is still the worst company I have had business dealings with, and I would advise anyone considering signing up with them to run. The only time you get a coherent info from any of their reps is when you're being signed on. I wasted over 30 hours speaking with Verizon reps without solution, but it took me less than two hours to change to Comcast, and my services are up and running in three days. Shame on Verizon! Thanks.

The EVOC guy (Austin) lied to me at first saying that VZ didn't have a Motorola HD DVR. So, I went on the internet and they sure do have one, its Motorola 7232-P2. So now they have wasted 3 days of my time, and I, the customer, don't have the right to get equipment that will work. I asked them to send a technician to my house and they said, "We don't do that, we will mail you another Cisco DVR". And I said, "No, send a tech with a Motorola box". So after all the lies, 3 so far, I the Fios customer either have to placate VZ or I don't get a functioning DVR. I pay $2000 a year to be treated to this lack of both service and respect (lies) for me the customer. My advice to anyone who reads this is don't ever sign a contract for Verizon's service of any kind, because Verizon doesn't have a clue as to what customer service is or means, they want your money and that's it.

Well, today was the straw that broke the camel's back. It has been amazing to see the gradual progression at Verizon regarding that offer to where today I was told, "You are not eligible for credit or for the $14.99" contrary to what I've been told for years. After looking the offer up on the web to look for the fine print if it still existed, the supervisor I spoke to insisted that any move terminated the offer (contrary to what was originally conveyed to me). I came across all the complaints from others regarding the same matter. I will be shopping around for an alternative, but it is sad to see how customer service has done a free fall with Verizon.

He said, "This is going to take hours and hours and hours and hours to get done." I said, "But it's you doing the work, not me. So what do I care?" I threw him out and cancelled. But of course, then I got 20 calls from Verizon and their attention. LOL! Cablevision product is kinda subpar, internet speed is very inconsistent and the cable TV picture has issues. But their customer service and repair is excellent. I'll stay with that, as repair and service is paramount and Verizon is the worst in the world!

My main concern is that Verizon is deliberately using a sneaky marketing technique to those who are not aware. In both On Demand and VOD, whether you are using the guide or On Demand button, your first choice is to buy the movie for an exorbitant fee. If someone is not aware and try to get out of it by hitting buttons, they get billed for it. Verizon should let their first choice be an option to select what type of fees they want instead of automatically defaulting to the buy option. Verizon can change their program if they want to, but they know that this makes money for them. My question is why can't Verizon default to Watch Trailer instead of the buy option? Consumer, beware.

Later in the week, I listened to a voicemail left by Verizon informing me that the Installation Technician would be at my property on Saturday to install the products I had requested. I was furious because without my consent, the pushy salesman had ordered the products I had declined. I called Verizon Immediately to demand an explanation. I spoke to no less than six Verizon representatives who quite frankly were disinterested in anything I had to say. They were not apologetic or empathetic to my situation and by far, the worst customer service representatives I have ever had the displeasure of talking to.

I returned home that day to discover that the Verizon Technician had disconnected my Bright House Cable and Internet connection and installed the Verizon cable line, again, without my consent. I was without cable and Internet for three days because of this disgraceful attempt at business by Verizon and its employees. I regret ever contacting Verizon and am adamant I will never do business with them for as long as I live. I encourage others to select a reputable cable company like Bright House that prides itself on customer satisfaction. Verizon does not even have a complaint department - that is how much they value consumer feedback. I hope that their flawed customer service and sales procedures lead to the loss of business, profit and eventually, the closure of Verizon FiOS.

I signed up for $99 a month Triple Play, received the 1st bill for $212. This bill included all the premium stations and international calling. I had signed up for none of these services. I called, spoke to someone who would remove the services but not backdate the changes and adjust the bill. I asked for a supervisor to call back - never received one. I called again. I spoke with a wonderful CSR who adjusted the bill but told me she could not give me the deal I was originally promised because it does not exist. She got my bill within $10 of the original package I had intended to buy. My bill was fine for the next 8 months and I had signed up for automatic payments.

I received 4 emails stating that my account was to be interrupted due to an unpaid bill. I called and they were sent out "in error." Now I had wasted way too much time, so I contacted Xfinity and started services with them. They were giving me 3 free months so the $150 early termination fee from Verizon was okay with me. I called to cancel my Verizon service on 8/30. I received a bill in August for my regular installment. I allowed it to withdraw assuming the billing hadn't caught up and the next bill would be for about $30 because of the early termination fee.

I called after the payment went through to verify that was going to be done. They told me that my service was never cancelled. I asked to speak to a supervisor, they told me I would get a call back within 72 hours. I didn't receive a call back so I called in again. This time they did show that the account was cancelled. I told them I never received my callback and they told me that they don't do that anymore. At this point I asked to speak with a supervisor again. I was told that none were available and I would have to wait on hold for about 30 minutes to speak with one. I declined. He also told me that I would receive a bill for about $30 come September.

September came and I received a bill for -$14. I think that finally, something goes my way. On September 28th, they withdrew $128 from my account. I called again. After the 4th transfer (and I admit I didn't have my acct. #), I spoke to someone who told me it would be 60 days until I see that refund. I reminded her that as customers, we had 30 days to pay our bill and that this was insane. She said that is their procedure. I also explained that there was no authorization on this debit. She ignored the comment.

I let myself cool down for a few days and called again, only this time at 6 pm. Well look at that, I can't get a person on the phone after 6 pm. I have to call M-F from 8 am-5 pm. So now I am supposed to take time out of my job and pay for this! I did the chat support online. The person on the other end told me to call an 800#. I called and the recording told me to call back M-F from 8 am-6 pm. I chat ... again. I am still chatting and have been the entire time it has taken me to write this review. Wish me luck!

I called back a third time and waited on hold for 14 minutes and proceeded to enter my 10 digit account number. The the automated system hung up on me. I have now been waiting since 10:46AM and it is now 11:15 for an online service chat representative. That's 30 minutes and I still have 7 people ahead of me and it started with 17. I just want someone to let me pay my bill. I have a credit card and should not have to go through this especially since I have everything set up on my online account that doesn't work.

Speaking to a Verizon rep didn't resolve any problem today and they didn't give me any new date/time for the Verizon technician to come to the house. There were only, "I understand your frustration." At this point, I'd like to know whether I'm legally bound by a contract, which expires next year, when the service provider doesn't provide the service. I am switching to another service provider, but my fear is Verizon will try to charge an early termination fee. At this point, I'm extremely frustrated with Verizon and want nothing to do with their services - internet, mobile, or otherwise.

We were a bit skeptical, because we were already pleased with our current services and were looking to reduce our monthly bill. The customer service rep told us that we would receive a list of the additional channels via email and we would have up to 30 days to cancel the digital bundle package. She mentioned nothing about changes to our phone service. My husband agreed to trying the digital bundle package, feeling satisfied with the fact that we could cancel the digital bundle at any time and go back to our existing services.

As it turned out, the only additional channels we gained in upgrading to this digital bundle package were HD channels for existing non-HD channels that we already had. In addition, we immediately noticed changes in our phone service that we were not happy with and had not been told would occur. Our existing voice mail was knocked out, and though our phone flashed and beeped indicating we had messages, we could not retrieve them using the dial-up service that we'd been using for years.

Each time we called, we only had our previously saved messages. We also could not dial out to any other phone number without including the area code (a ten-digit number), which we previously did not have to do. We were given no advance information about the changes that would take place with our phone service until we received paperwork from Verizon on 8/27 indicating that with the new digital telephone service, we would be required to dial ten-digit numbers in order to make calls from our home phone. The paperwork also indicated that we have 30 days to cancel the new digital bundle service if we are not happy with our services.

My husband and I decided that because we were already pleased with our previous Verizon FiOs services, have had nothing but headaches with the new digital phone service, and have no need for HD channels when we already have those same non-HD channels, we would call to cancel the digital bundle and return to our previous Verizon services. Well, that was easier said than done. Although the original customer service rep we spoke with, the one who recommended and set up the new digital bundle services a few days ago, said that we had 30 days to cancel, the gentleman we spoke with on the phone today told us that only new Verizon FiOs customers have 30 days to cancel. He also told us that "everyone is moving to digital dialing" and that going back to our previous services is "not an option."

I told him that we called Verizon to to inquire about better deals. Verizon did not call us and inform us that all of their customers were being switched to digital dialing. So how is it not an option to go back to non-digital services that we had last week? To this, the customer service rep told me that digital dialing is eventually going to be taking over as the common norm and after a week, we "should be used to the changes." I told him that was his opinion. I also told him that we've found no benefits to the new digital service - the phone is more complicated, we have no use for the additional channels, and we were already happy with our internet speed before the changes.

The customer service rep claimed that we did not receive more cable channels because we didn't choose a more expensive package, though the original customer service rep who told us about the package never offered more channels nor did she tell us that we would just be getting HD channels for existing channels that we already had.

In the end, the customer service rep we spoke with today began to lecture me (then my husband who got on the phone after I was too irritated to continue talking) about how I could either approach the new digital bundle service package positively or negatively. He claimed that there are 22 new features to our phone and that because I have no interest in knowing what they are, I am unaware of all that I'm getting. I told him that we just want to cancel this new digital bundle package and go back to the FiOs services we already had and were happy with. I told him that we just want the basics for our home phone and that we have no need for 22 new features. Again, he chastised me for approaching the new services negatively.

In the end, we hung up the phone in frustration and are not one step closer to resolving the issue. In our opinion, though Verizon FiOs customer service reps will tell you that there is a period of time to terminate services, they make it next to impossible to do so. Furthermore, I am most irritated about the FiOs customer service rep lecturing me about my negative attitude when in fact I am and have been a paying customer to Verizon for well over ten years. Not only does Verizon give few monetary perks to existing customers, apparently, they'll haggle and belittle their own clients in an effort to keep them locked into a package that apparently works best for them. I am not a happy Verizon FiOs customer!

Verizon looked, said they see where my past usage with Sprint ran mostly in the 3 GB range, and went into the 4 GB one time. So Verizon credited my account. This month, I received a new Invoice with 9 GB of usage! What the? I called Verizon and told them I have not changed what I do and have actually used my computer a little less. I told them there is no way I could have used 4 GB more than my plan! The lady told me that she saw where my account was credited last month, but it was their one time only credit so no more credits. It did not matter if I didn't use anywhere near the 9 GB. I let her know how upset I was and that I really don't need Verizon as I get free Wi-Fi where I live! I told her I do not appreciate their manufacturing false charges and I want to cancel my service effective today. She said okay and she instantly disconnected my service at 4:22 pm. They best not try billing me for the rest of the day.

I found Verizon extremely undependable, rude, below poor customer service, and more than willing to get rid of their customers. I am so glad I was smart enough to only be on a month-to-month plan! Sign up at your own risk and do not be surprised at data manipulation that errs in their favor. Do not expect continued signal. Do not expect good customer service. Be prepared to have them immediately disconnect your service if you disagree with their data manipulation.

I ended up having to drive into my office, which took 2 hours plus the 2 hours I spent with my tech team trying to figure out what was going on plus the 2 hours I spent trying to troubleshoot alone. Not to mention, staying at my office until 1AM, only to return then next morning at 7:30. So, they should have asked me if I wanted to downgrade my internet service to get the bundle package. They did not ask and told me I could not get my old package back because it was no longer available once you dropped it! I am cancelling all my services with them as well as my cell phone service with them after 12 years!

I got the FiOS rep on the phone after she left a note on my gate that if I did not want to fax my driver's license, she could try the credit check with someone else in the household's information. The strange thing is, it is just my son and I. So I told her, "I have a lot of questions and I do not have enough information to jump on board FiOS. So tell me, how long has FiOS been active in the area? What data has been collected in the customer satisfaction department? How I can read this data?" She asked me, "What does it matter how long they have been active?" I said, "Simple, I do not have anything but your word, a person I do not know working on commission telling me how wonderful the product is. I need to be able to confirm what you say is true."

She told me that she was going back to Tampa at 9 and it was not fair to her that she spent all of her time on me (a half hour) when she could have been knocking on other people's doors signing them up. Also, how it is not fair to her that she spent her time on me and I would end up going and buying from someone else. Also, she said signing up with her, she would be my personal rep and she has numbers to get hold of people when there is a problem that I do not have. I said, "So you are telling me then that Verizon has poor customer service?"

She said, I kid you not, "it could be better." A minute ago, FiOS was the greatest service ever. She then quoted me articles from JB and Associates as well as PC World doting on FiOS. I informed her that since the dawn of print, people could hype themselves for a few dollars in a newspaper or magazine, the internet just makes it that much easier. She then blew up on me and told me that if I was going to be that distrusting, "I cannot help you." I said, "Okay, thank you then. Goodbye."

Two minutes later, she called my phone back but refused to leave a message. So, I called up Verizon and ended up with another 3rd party contractor that supplied me with Verizon's actual number with a huge irritated sigh. He must get a lot of traffic to his number. So, I run all this by a rep at Verizon and I am informed that FiOS is not even on my road. It is still copper and that is my exciting story from the used car saleswoman gone FiOS rep, it appears. She is the face of Verizon. Between attitudes like hers and outsourced customer service, they will be hard pressed to compete with Bright House Networks. She went from the take away, you are going to miss out, I'm leaving to the guilt strategy to the angry aggressive strategy to the dismiss me strategy. It must have slipped her mind that she told me she had only been on the job 2 weeks. If desperation were an Olympic event, she would have won the Gold!

I have the FiOs internet which is a fantastic product, but Comcast has recently launched an internet product with similar speeds and slightly cheaper. I wanted to start an online account that demanded my account number. In 2 hours of calls to Verizon FiOs, I kept getting transferred to Verizon Wireless without any ability to rectify this seemingly simple problem. I was strong, considering transferring my phone and television to them. I can't possibly imagine having to put so much responsibility in a company that can't service a simple phone call. I won't be ordering phone or television service, because this will increase the chance I will need to deal with their abysmal customer service. As good as their internet service is, the customer service is the polar opposite; and it is downright maddening.

Our internet and phone have never been the same. I call Verizon at least once a week, and I get enraged each and every time I have to call. It never fails that the internet is completely out, until we put in our account information on the automated line, then we suddenly have internet again. In 2011, I finally filed a complaint with BBB, and it took 2 weeks to hear back from them. According to the Verizon rep that they spoke with, it had been more than a year since we had contacted Verizon, so there was nothing they (BBB) can do. My complaint had been dropped.

Now, here we are in 2012, and I am still having trouble with the internet/phone. We had a tech to the house on 7/17/12 who finally fixed the phone, but we still have poor internet. I told the rep on the phone on July 11 or 12 that I will not pay the bill until I have internet that works. Today, July 24, my service was disconnected.

I called back and got a service person named Dave. He told me to go to the store to exchange the top box and that I didn't need any order for that. I went to the store and they asked for my order number. The store person did exchange the box, told me to let it set up and gave me a direct service number to call if the set up took more than an hour. After an hour of stalled set up, I called the service number and was asked for my activation code. No, I was not given any activation code and there was no code on the invoice/receipt from the store. And to boot, I got an email at 445 asking me to confirm my order for two DVD rentals at $16 each. No, I didn't order any DVD rentals. The last guy told me there was someone scheduled to come out to my home to fix the problem on Monday. Funny, I work on Monday. I wonder when they were planning on coming to my home. No, I have no other information from Fios. I will be filing a formal complaint to Fios and the BBB and Consumer Affairs. Beware their bad service!

Mr. Grady ** felt that the entire floor didn't need to be done to repair the damage but the contractor told me that it does or there will be an obvious and unsightly difference between the section of the floor that will be repaired and the section that will not, all of which is connected! My apartment consists of 1 floor 700 square feet. Mr. Grady ** stated that they would only compensate me for half of the job. I rebutted and he asked me to get another estimate which I did. That contractor wrote on the estimate that the entire floor needs to be done and his total was $2531.30. After I have taken many days off for their negligence and have gotten two estimates at their request, they are still only offering me half of the amount ($1300) to repair my wood floor. I shouldn't have to pay anything out of pocket to repair the damage that they have caused. I want Verizon to compensate me to repair the damage in whole!

My wife works two days a week from home and I run an internet business from home, but since we are unable to access the internet from our home, we both have to drive down to the local coffee shop and access their Wi-Fi system at least twice a day to conduct our business. So here we are, we have a phone in our home that we don't need and only got it because we needed it for the internet connection, but now found that we are unable to connect to the internet because Verizon refuses to expand their internet service as it is not cost-effective for them. What are we supposed to do now?! We can't keep driving to the coffee shop several times a day to conduct business!

It is clear to me that customer service is not a priority with Verizon. I now regret having moved from Cox Cable and I am re-evaluating my options. Needless to say, I do not recommend Verizon FIOS.

One more thing, I found out about the $425.21 debt a few days ago when I went to reconnect service to my current house at ** in Howell. I started Verizon service at this location when I moved in in 2010. I never received ever a letter of any sort in regard to this debt. Why did they allow me to start the service in 2010 when I had this debt from 2007/2008? The problem was never resolved & stayed dormant. It is the only logical thing I can think of.

Everything was b-e-a-u-t-i-f-u-l until last week when the service started running slow. I ran a speed test using the Verizon program as well as Speedtest.com. Amazingly (I'm being sarcastic here!), the two test programs were miles apart on their reported test results. Of course, Verizon indicated everything was okay. In fact, it reported speed above the service I bought (43mbps download/46mbps upload). The other service report was dismal; at best 4.47mbps download/36.5mbps upload. Of course, I spent 99% of my time downloading, not uploading!

Then, after I logged-in to my Verizon account, I noticed the Verizon FIOS, super-duper, blazingly fast, new service called Quantum. It is brand new. It allegedly offers speeds of 300/65; "Over twice as fast as anything America has ever seen." Well, imagine that! And all I have to do to get this super-duper offer is upgrade from my existing FIOS service (which I signed a 2-year contract with). Now, poke fun at me if you will and I could be wrong, but I think something is rotten here and I don't think it's on my end of things.

If I had been having problems prior to this then maybe. If I had had my service for several years and they told me things slowed down because they had signed up another 1/2 million people in my area then maybe. But none of this is true. My service slowed down, at the exact, precise moment in time, that Verizon announces their new Quantum FIOS service? I attempted to conduct a live chat with Verizon but after awhile, I got tired of waiting on the technician (the-time-to-call kept increasing as I was waiting). But I did send an email to them to air my complaint. So far there has been no response. I guess the only consolation I have is the FIOS service I do have is better than the DSL I used to have. But then, I felt the same way about it when compared to dial-up. Go figure.

My primary concern is with customer service. They've been horrible (even after they localized all their call centers). For example, I signed up online to upgrade my service. I was told, online, that I would get a confirmation email soon and if there were any problems to call this number. I never got the email, and when I called the given number, they could never answer all my questions and kept transferring my call to different places in the name of "privacy."

I was so frustrated that by the time I had my problem resolved, I was thinking about canceling my service. But after all of that, the biggest problem was that I wasn't getting any payment confirmation emails. When I talked to them, they replayed my email address to me and it appeared that there had just been a communication error (the email addresses were off by about a letter). However, when I tried paying this month's bill (with the right email address in their system), I never got a confirmation email and they're claiming I haven't paid my bill yet.

Overall, the product is great, but the management is ** poor.

The problem is they did not ever contact me, and I never knew about this small amount of $113 that they claim I owe - and I never got a change to dispute anything. They said the account was closed in 2010, but it was actually closed in 2009, so their information is wrong on multiple levels. Now, my credit score has suffered so much and has gone from excellent to poor overnight! Furthermore, Verizon seems to have sold that service area to another phone provider and is now claiming that they can't service that account (even though the account was cancelled when it was still a pure Verizon account).

After repeated calls with Verizon, they claim ignorance and claim that they can't help because they no longer service that North Carolina area - and they claim the North Carolina office for that area no longer exists. They are passing the buck off to no one and simply don't seem to care and don't want to help in any way. They literally said that they have sold that account's debt, but the collection agency said Verizon still owns it. And Verizon even then asked us to make the payment, which we can't do, because then, it will stay on our credit report for 7 years. I now live in Virginia, as I have not even lived in NC for 2 years. Please help us. We are looking for an attorney and need some direction.

Indeed the first question out of my mouth for any change of any kind has been "Will this violate the price guarantee because if it does, I do not want it!" Subsequently, Verizon is violating this promise despite the fact that I never ordered anything that would violate my lifetime guarantee. After offering me $60 as compensation to cover the rest of my life price with them, an offer I rejected, I wrote the following to the Better Business Bureau and intend to inform Facebook with the following facts along with my Senator and Congressmen:

I am rejecting this response because Verizon has still blocked my ability to speak with the young lady who offered the package to me. They indicated they could not locate her as the reason. However, a separate division of Verizon in charge of customer complaints not only indicated that she was located, but that Verizon nonetheless refuses to let me talk to her. She is the lady who gave me the original package with a confirmation number so for them to indicate that they cannot locate any notes substantiating my claim strikes me as the same technique they are using to indicate they "have no way of locating her" despite me giving them her ID number as well. Apparently, this is a clear bait and switch routine they pull to eliminate all the people who signed up for the lifetime guarantee, which they clearly no longer wish to honor!

A one year remuneration of $5 dollars/month does not stand in stead of a lifetime guarantee. This offer of theirs amounts to $60. I would prefer to take them to court given the treatment I have been getting from them despite the fact that I have been a loyal customer of theirs since 2002! I had to go through the following arguments thrown in my face when I tried to resolve this issue: There never was such a thing as a lifetime guarantee. This was proven false by the email I received acknowledging that the program was/is still in existence. I only thought I had a lifetime guarantee because Verizon has not increased their price since I accepted their offer originally. I must be confused due to this fact! I never had a lifetime guarantee. Period. Despite my indicating I had proof from an email I saved from 2009 for the very purpose of giving it to someone who doubted me. These arguments have been leveled at me over a period of 5 days and 5 phone calls trying to rectify the situation.

Verizon has absolutely no proof I ever accepted an increase in speed without maintaining my lifetime guarantee either in writing or during the recorded phone calls I had with the lady (Stephanie, who recorded the message during the time I placed the order). Rather than indicate to me they have no proof I agreed to this elimination of their lifetime guarantee, I challenge them to bring forth any proof whatsoever that I ever agreed to backing out of the lifetime guarantee. They can't do this because they have no proof at all it ever happened! Why not simply let a judge listen to the recorded phone call during the time I placed the order and we shall see who is not operating in good faith here?

For these reasons, I, in no way, intend to give up this fight and if necessary, my Facebook account and friends will be hearing from me if this is not reversed. That will be only my first step to have this resolved fairly! I assure you I, in no way, intend to back down in this fight against a company that clearly is getting too big for its britches. We have already seen what kind of damage a company that is too big to fail can do. But treating their loyal customers in such an offensive manner need not be part of their business as usual!

When I got the modem for the DSL, I connected it as instructed but I couldn't connect to the internet. I called Verizon for assistance. When the representative told me that I had to take a day off from work, I decided to cancel my account with Verizon and go with Cricket. To delete my account with Verizon, I had to call and key in my information as instructed. I got a recording to stay on the line and wait for a representative. Because I could not stay on the phone waiting for the rep, I hung up and called back.

The second time I called, I had to wait again. The third time I called, I waited for a rep to answer after I keyed in my information. The rep didn't want to delete my account; he kept offering discounts on various services that I didn't want. I told him that as soon as I hang up I'm going to disconnect the phone and the modem (it never worked). That's exactly what I did when I hung up and I haven't plugged in the phone since that day. Verizon continued to send correspondence which I sent back unopened or threw in the garbage.

This is what they wrote to the Attorney General's Office: "Verizon Customer Relations received your letter dated September 22,2010. Unfortunately, Verizon has attempted to speak with Ms. ** regarding her complaint without success. Representatives have left several voice mail messages as well as forwarded correspondence to Ms. ** requesting her to contact their office. To date, Ms. ** has not responded. Review of her account indicates she made changes to it on July 31, 2010 removing the Freedom Essentials plan. If or when Ms. ** responds to our request, Verizon can determine if customer would like to make additional changes to her account."

Fast forward to today, 6/7/2012 - I received a notice from a collection agency to pay Verizon for service I was never able to use.

Anyway, I have contacted the BBB (Better Business Bureau) and currently have a complaint against them. One thing that they like to say to customers that they are an unregulated industry, as if to say they can get away with stuff because they don't have to answer to anyone. Please file a complaint with the BBB. Maybe someone will pay attention if the complaints start to mount.

The above bills was paid by my bank. As of 05/04/2012, my Verizon bill of $156.20 was higher. Verizon finance office (888-623-1733) informed me that all balance due now is $156.20 and the bill will not going to be changed with this plan. An email from Verizon collection asked me to pay the balance of $430.43 due on 05/25/2012 or there'll be suspension to my services. The Verizon finance office rep said that online payments I sent through my bank were double payments for each amount and credit the extra payment to each of the following month bill. It was also said that Verizon sent back some of the checks to me, because the bank stated that the checks were unauthorized by me.

As of 05/11/2012, I asked Verizon for a copy of the checks they said was sent back to me. They refused. At the same time, my bank confirmed that this has never happened and checks were cleared. I need to know if my monthly statement showed as example $10 balance due. The following statement showed no past due for the period of November 2011 through May 2012, and all payments were cleared. So how does the $430.43 come up?

Also, they extended my contract without my request. They said they are going to improve my internet for free and reduce my monthly bill by $5.00/month. They never said anything about another 24-month contract, until I received an email from them. Then I have to cancel this order by a new order number. As a result of my request to be month-to-month services, that complaint realized my regular monthly fee. Please help me.

On that bill, the home address was incorrect as well as the home phone number. That's why they were unable to locate the bill. It took 5 months to sort this out and get a bill. The initial installation called for a $300.00 gift card of choice, which since my 1st and 2nd bill never arrived, I'm now ineligible for. I paid the $698.00 and made a payment arrangement that ends on Friday, 5/11 (today). I got home, and there's no service. The same department that set up the payment plan has now disconnected my phone, and nobody can have it turned on because the department is closed. Customer service in and out of a company is a key ingredient when supporting your customers' every service need. I have been trying to talk to a supervisor and have now been transferred 4 times and been on hold for 48 minutes. The worst to say the least.

Later that day, I got a call that went to voice mail that confirmed that I would be getting a call back. Shortly thereafter, I did get a call only to tell her the story again and for her to give me the price that the third person gave which was more. When I told her it was more, she said perhaps you can go on the web and get a better price. I ended the call after telling her that the FCC would be interested in hearing about the inconsistent pricing for long-time customers with her company. Verizon has always had lousy customer service.

When I had checked the billing statement, there was an extra charge for DVR that we had no idea of. Neither technician had informed about it in advance. Of course, we had contacted Verizon FiOs. My husband had spoken with three different customer reps, and none of them was helpful. They had asked us to bring the DVR box that we had not ordered. Also, they had informed us that an HD box is on its way to our home. We had not ordered both DVR and HD box. None of the reps was willing to help us. Would you pay extra money for the items that you have not requested? Would you spend three hours on the phone with customer service on Saturday morning?

After calling back, the operator I spoke with miraculously was able to offer remedies that the previous billing person was not. All and all, I spent 90 minutes on the phone with Verizon and after a heated debate with the operator, insisted that she couldn't offer more than a $35 discount, but was able to offer $50. I requested to speak to a manger several times and was told they weren't available but she was able to speak with them. Bottom line - what started as a minor annoyance turned into me questioning why I pay for such poor service from Verizon. Their customer service people are terrible and the wait time is ridiculous to hear them argue with you.

Verizon asked for two more days to fix it. Two days passed and no one came. They showed up on the third day and were unable to fix the problem. A second crew showed up two days later, also unable to fix the problem. Today, after several calls with Verizon personnel, a crew is on the way to my house again. I don't trust them to know what they are doing and want my electrician to do the work. Verizon will not even let me speak to someone on the phone who can discuss that alternative with me! My phone service will soon be with Comcast!

Now, over 1 year later, when I had similar problems due to a rain storm, their technician ran multiple speed tests and informed me that I was over paying for services, that due to the distance I live from the tower, I was limited to speed and would not reach the level of my package. He advised me to get the smaller package. I told the technician what had happened, lead me to get the higher priced package. Once the technician was on the phone with Verizon checking in, he informed them and verified to the Verizon representative he was speaking with, acknowledging and informing them that I was misled to pay more for speeds that I would not be able to receive.

After I called technical support, they couldn't find my account for FiOS. She keeps saying you only have TV service. She’s supposed to connect me to get the service back up; she disconnected me. I called again and waited 35 minutes again. It is a nightmare. No customer support. They admitted it was the mistake of the representative. She cancelled the internet service instead of the TV service because she left notes for what needed to be done. But the funniest thing is that I can get back to the same plan I had, which is $54.99 a month with no contract. She got me to sign up a new contract for a year plus $79.99 a month to have the internet alone. I had a problem before in which I end up paying $700 for someone else’s mistake, too. I am tired of Verizon.

I called and spoke to six different people and was told that there is nothing they could do. I even said that I will forgo the $300 gift card as long as they remove the 24-month agreement/ETF fee in case I find a better deal. Verizon has the worst customer service I have ever dealt with and are lying scumbags. I will never recommend or use their products again. I was looking to switch from AT&T Wireless to Verizon but I guess I shouldn't waste my time.

When I contacted Verizon, I was transferred six times before I was able to speak to someone who was somewhat able to help me. He needed to send me a letter, but the letter was going to be sent to the address that I moved from in December 2010! I told him that I was not at the address and that I would not receive the letter. I asked him to send it to my current address. He informed me that he could not change that information in the system. I asked Verizon for an itemized statement to show all payments I made showing proof that I still owed the $102. They informed me that they were not able to provide that information. Now this amount has been reported to a second collection agency who is so rude and disrespectful.

The second complaint: three promised call backs never happened. FiOS support forwards and hopes it goes away. So I finally get service to find that after years with a Motorola 7216, I am suffering an inferior Cisco 435. This model is infamous and flaky from day one, having issues deleting watched recordings, not properly addressing ESATA drive, and very slow. Again, the baseline being the 7216. So, I try to remedy this inferior DVR. The third complaint: FiOS has, as witnessed, no flexibility or ability to work with the customer's wishes. I begin the effort to swap for Motorola. I was forwarded several times and ended up with several supervisors to finally be told to take it to the local store to swap Cisco for Motorola. The store, of course, says no. I called back to complain to higher ups–again, it’s not returned.

So I move on to options which, I conclude, are to request the expansion DVR (latest) or go TiVo. So I submit request for expansion DVR. I have to be logged in for this and am presented with the device available now and instructions coming when available. Complaint number four: FiOS is inaccurate in every aspect dealt. “Available now” does not mean what the rest of the planet infers. So, what should be the automated instruction to get the “available now DVR” that do not come in what I consider a reasonable time. I begin again the push to rid myself of a persistently inferior DVR. Note: somewhere in here I have my account password reset, changed, or something by FiOS personnel without notice. I know my passwords and had used it numerous times in my effort to overcome the move from hell. Minor but irritating as their excuse was the change of password kind of resets the account. Rubbish excuse. So I make another push, this time to get the consequences for going to TiVo given I am considered a new user and just started a 2-year contract. During this chat conversation (I cannot use phone with this people) I am told they can send me a DVR to swap and that they only have Motorola to send.

Yippee. Of course, this is contrary to what I have been told numerous times. Actually, I have been told they have no idea what will be sent. I am told during this chat the only cost for me is $19.99 for shipping new DVR. Ok, then send it. I get a confirmation later today that shook the foundation. The promised billing stated due for the life of the 2-year contract was first bill $115.98 (2-12months the same bill) and $125.98 for year two per month for all. The confirmation has my first bill at $179.46 and then the monthly at $146.63. This just to swap a DVR that was supposedly incurring a $19.99 shipping charge. After several frustrating chats, I was told to disregard the confirmation, but I no longer have faith in any of them given the confirmation carries more weight.

Fifth complaint: based on this confirmation and conversation, the customer has account changes made even if it’s understood there’s a swap in progress. It is like they are trying to bill me for the services, additional services they called it, because I will have two DVRs for a short time. I am complaining at this time because once I realized the swap was too much for conversation to handle without making a mess of my contract, I chatted to cancel and was told they could not cancel the order to swap. This mighty company cannot cancel an order made several hours prior? They said it will take 5-7 business days to ship. How pathetic is this culture? I asked for a supervisor in there somewhere and was promised another callback in less than 4 hours. It never happened. So I just logged in to find that my order could not be saved and it states: "Your saved order cannot be completed. Unfortunately, the order you saved cannot be completed due to a change in services or promotions or some other change to your account. We apologize for the inconvenience, but special packages and offers are always available? Please check them out now!"

I made no changes to my account. What have they done? This after trying to swap a DVR? I assume this means my account is not only jacked, but, contrary to what three of them said, the order was cancelled. So, no new DVR, no word from them that the order died–nothing but issues. How can FiOS be this jacked up? I no longer have the patience to try anything, so now I am left one helpless option and that is to wait to see if the DVR arrives and for the first bill to see what they did. For anyone interested, I have all chats. None of the preceding communications were by phone, all chats; and all were copied to doc. I am not sure of my intention, unless they screw me with the billing that my account is as jacked as is now apparent. But I hope to add another voice of disgust for FiOS support. I have been on an extensive tour of the FiOS culture over the past two weeks and the sight is inexcusably inflexible, inaccurate, lazy, and basically horrid. I will give them credit for one thing: they have mastered apologizing. Solutions do not come, but the apologies come like rain.

Finally, the technician stated he repaired the line. However, there was an echo on the phone line, and the ADT security phone connection was interrupted. Upon his return, the ADT connection was repaired; however, there was an echo on 2 lines and one line was not working at all. The next technician group came out on 4/3/2012 and stated the lines were never wired correctly in the first place (an $800 bill I paid). Not to mention, he told me he "didn't see what the problem was because you can write that off." There seems to be an attitude that they can deliver poor service and have the customer pay for it without consequence.

Finally, after much dissatisfaction from many days of our own customer dissatisfaction due to Verizon FiOs, our fax line is still not working and there is an echo on the line. Despite numerous calls, the earliest someone can come out on 4/4/2012 is 1 pm. I am requesting compensation on my phone bill, since the addition of the line was wired incorrectly. 4 months at $450 = 1800 dollars plus loss of revenue from the lines not working and my personal time on Sunday. Please respond.

Next month comes and Showtime was still there. I was refunded/credited for the months they could not remove it. At this point I want able to find anything better but I didn’t want to stay with FiOS! The bill came and again the bill remained the same. I called and the lady said they were not able to remove it because it was part of the bundle. I don’t understand why, if the bill said I was paying for it. She said if I sign up to a new contract, not only can she remove Showtime but she can reduce my bill to $121 that included taxes and box rental and I would get a $300 Visa card but the down side was I would lose speed on the internet.

She convinced me and told me it would roll onto a new account and start the next month. I noticed Showtime was finally gone but I was billed $145 still for 3 more months! I called them each month with 3 people telling me it would kick in the next month. Now, this month, I was billed $191, this was an outrage! I called and asked them why my bill isn’t updated yet! They said that it’s a month and 1/2 charge for new service and the lady would not answer why my new service took 3 months to kick in on my bill and that I was charged the old service. She said my next bill would be $117 or maybe cheaper because of the partial month payment and that the regular bill would kick in the 5th month that I waited for the new bill. I told her that the Visa gift card, which I have yet to get, was a waste because they charged me for the old service for 5 months! I’m fed up with Verizon!

On 3-14-12, my home phone service was disconnected along with my high speed internet service. So, on 3-16-12, I called Verizon to see what happened. The first Verizon CSR I spoke to transferred me to another CSR then I had to explain "again" what happened, then the second CSR transferred me to a third CSR and I had to explain again what happened. No one could help me so I requested to speak to her supervisor. She then put me on "hold" for about 10 minutes and came back and said, "I'm sorry, there are no supervisors available at this time but one will call you in 24 to 48 hours". I said okay and then we said "good bye".

On 3-19-12, I couldn't wait 24 to 48 hours so I called the toll free number again and explained to a CSR that I had my home phone service disconnected on 3-13-12 and requested to the CSR that I wanted to keep my high speed internet service and they "cut" them both off on 3-14-12. So, the CSR put me on "hold" and then came back and said "Okay Mr. **, your high speed internet will be restored tomorrow, if not, call this number (he gave a Verizon number) and someone will help you.

So, on 3-20-12, I came home from work and looked at my PC and there’s "no high speed internet". So, I called the number the CSR gave me and it was a Verizon number but it was "disconnected". So, by this time, I was furious.

So, on 3-21-12 (after 72 hours), a supervisor from Verizon called me. After explaining what happened on 3-14-12, she said "Please Mr. ** would you hang on, I said sure. Then, she came back and said there was a mistake made by the first CSR that I spoke to on 3-13-12 and she needed a minute to solve my problem. Then she came back and said "We cannot reconnect your service at this time, I will have to open a 'new account for you." Then she asked me for some info and wanted to know my SS number and I refused to give it to her. She then transferred me to a "credit CSR" and I had to give all this info to them.

Well, after about "haggling" with this supervisor for about one and a half hours, she finally said "We are sorry for our mistake and we are going to give you 3 months of internet service for free.” I told her that I had lost clients, accounts and not to include paying my bills online, etc. I also told her as soon as I got back online and tried to "recover" some of my clients and my credit card debtors, why I couldn't pay my bills, that I would be looking for a "new" internet provider and that Verizon had caused me too much "misery and problems". Then, she said that it will be about 2 or 3 days before my service would be "reinstated".

Now, this is where it really gets "bad". On 3-28-12, my internet service has been down for 2 full weeks. Verizon sent a tech to my house. The tech called my wife on her cell phone while she was at work and said he was at my resident and ready to install my internet service and "home line". My wife told him that this is not what my husband asked for, she said to him (the tech) that I only wanted my internet service restored. He told her that he was doing what was on his "work order". Now, it gets "worse". I came home from work on 3-28-12 to find a business card in my front door from the tech, saying "Your line ** has been installed", a completely different number from my "original" number. Yes, I had internet service and also a new "home phone service number".

Yes, it gets worse. By this time, I can't take it anymore and I was at the end of my rope. My internet service that Verizon reinstated is "slower" than what I had before and they sent me an e-mail today and told me of my "new charge" (which is $5.00 more than my old service) and $19.99 for some "filters" they sent me (which they did). Please help me with this "nightmare". I can no longer "haggle" with Verizon anymore. If I have grounds to "sue" them, please let me know. I will go to jail before I give Verizon one red penny. They don’t realize what they did to my clients, accounts and etc. Please help me! I'm sorry about my typing. I did the best I could.

I called and they stated that they can't go back and credit me for it. After dealing with a supervisor that was of virtually no help, we finally agreed that the charge would be set at my original new bundled price that we agreed upon and to have services be activated immediately. Lo and behold, the next day the plan is not in effect and the bill remains the same. I end up wasting time and effort on countless phone calls to only realize that I have to call once again, which is now becoming a 2-3 days a week routine to get something corrected. Verizon is synonymously known to overcharge. Dealing with the billing department is horrific, especially since they end up ignoring any claim. I am ready to deactivate service and considering escalating this issue on a litigation platform. The frustration along with time and effort that goes into dealing with billing outweighs the great TV features that they have. It's a shame.

I find it unconscionable that a well-established corporation like Verizon would allow someone to tarnish their reputation by flat out lying to the consumer to make a sale! If I choose to cancel my service, I will be charged a $250 cancellation fee. I cannot afford to keep the service or cancel. I am outraged! The order must have been recorded on February 10. I would like for Verizon to listen to the recording, and stand behind the exact amount I was quoted on February 10, which was $112/month for two years. The difference in cost at $77/month for two years is $1,848, which I cannot afford. Thank you.

I called customer service on March 14 to cancel the Internet service because I found the same speed with another company for half the price. The customer service rep I spoke with told me that I could sign a 2 year contract and pay $54.99 a month without having to lower my Internet speed. Needless to say, after hearing this has been an option all along I was very upset. I asked to speak with a manager about this since I have been over paying since September. The manager that got on the phone told me that it is my responsibility to check online, flyers and advertisements to see what the current offers are.

It is Verizon's responsibility to make sure that the customers are aware of all options especially when they call asking for ways to lower their bill. I asked the manager I spoke with if I could speak to someone higher than her in management and she took my number down and of course, I have not heard back. I filed a BBB complaint on March 16 and on March 19, BBB contacted Verizon and I still have not heard anything from them. They have until April 2 to respond but if I was concerned about a complaint on my business, I would have responded by now.

On top of that, they told me that I was being charged $20 for the DVR rental that maybe the sales person forgot to add that to my order. I was also being charged $10 for security and backup bundle I had never requested. However, I was originally told that the rental and everything else would be included and my monthly payment would still come up to $109. I feel I got nowhere. All they offered to do was take away the $20 rental fee for three months and then my bill would stay the same! How does that solve the fact that I was tricked, misled and lied to into signing up with their services? I don't know what else to do except to cancel services.

When I called tech support, they told me to unplug and restart. No change. They then promised to send a newer model of the DVR. Instead, they sent an adapter which is nothing that I need. They won't send a tech for wiring inspection until they are sure it is not the DVR. But now, they say they can't send a new DVR. I have to go on line and apply for one and possibly wait weeks or months. The salesman has disappeared and will not return calls. The subcontractor who installed it also doesn't return calls.

I am left with Verizon phone support which is worthless. I keep being transferred to other departments. I would like a rational representative who could solve a problem, not just make new roadblocks. Is there a corporate line to air complaints? I even paid early termination fees to cancel Dish. They look like heaven compared to this grief. I am usually rational and intelligent, but this horrendous service response is driving me nuts! I guess if no one solves the problem, I will go back to Dish. How do I keep Fios from charging me?

Issues were: would not turn on my service because I gave a check. In December, we had to cancel an account because of fraud pertaining to our account and Verizon could not process our payment. We paid them immediately after that from another account. Second, customer service said yesterday that they have no record of anyone coming out to our house to change our modems? Third, we were told that we would be charged for the modem that the tech didn't take back from our house that didn't work and last, we requested for a credit for the months of internet and TV that did not work, including static phone lines.

When I called billing, they said I was being billed separately, not the bundle. Of course, she told me she couldn't help that another department has to help. It always takes about 15 different people to (sometimes) fix a problem. At first, they wanted me to go into contract, offer me a $250 Visa Gift Card but I would pay $130/mo and all my previous credits (that I had to fight for on other calls) would be taken away. I told them give me back my original package and told me they couldn't. Finally, after about an hour, I got back my original package and would put a claim for $155 for the Feb/Mar '12 bill. Every time I called Verizon, they just want to screw me.

No matter how much I argued that no one with any sense would agree to less content for the same cost, I got nowhere. I asked for them to pull the tape on the supposedly recorded call and was told that not all calls are recorded and there was no way to know what I was told by their representative. I believe this is a classic example of bait and switch. Verizon needs to be held accountable for misleading sales practices.

I do not think Verizon should charge for a service that they did not provide. Their sales staff was improperly trained and at every turn I was given misinformation or just hung up on or just transferred to departments that could not help me.

So then I waited about a week and called back because I noticed that the service was the same and I didn’t have any of the extra stuff that I was supposed to have. I was talking to the representative and they said, “Oh, no, all she did was sign you up for a month to month contract and took you off of the 2-year contract, so you are no longer eligible for the $500.00 debit card.” I asked, “How is that my fault?” So, basically, since all this has occurred, we are not in the month of 03/2012 and they are still giving me the run-around about the debit card, and when my service started, etc., and I would really like a call back from a manager that can assist me and get my issues resolved.

I left work early the next day and waited for the technician who never showed up. I called Customer Service, asked to speak to a supervisor, and when I complained about the poor service and the time that I had to spend on the phone and the time I had to take off from work because of their mistakes, I was subjected to the rudest response from someone who claimed to be trained to handle these types of complaints. He was trained to "over talk" your conversation and to be totally rude. So much for Customer Service. I had to make myself available again for another technician to come out and fix the wiring problem. Verizon leaves no instructions pertaining to Internet access or voicemail access. Now, all of a sudden I cannot access my emails because of a pop-up asking for a temporary password. There is no temporary password, so this means yet another telephone call. My advise: Stay away from Verizon.

My services are going to be terminated on Thursday because I refused to pay more than the quote. I have been making $35.00 per month payments while trying to get them to honor my quote and issue credit for all of the charges above the quote. I suspect I will be disputing bills for a long time to come. I do not see this ending in my favor. I am very angry because I believe I fell into their bait and switch scams that I have read so much about online. I truly wonder if the Verizon corporate and legal folks realize the exponentiated number of complaints out there. Moreover, do they realize how horrible their customer service really is? My advice is to stay away from Verizon, but if you do decide to go with them, get your quote in writing.

I called back and told the gentleman who answered that I had just called, and had been put on hold for an extended amount of time. I told him that I just have a question about the service. I am not yet sure if we want the service so I asked him, "Why is it necessary to pay for all three of our computers separately to run on FiOS, is it not just a router?" He said, "I don't know. Let me ask someone," and put me on hold again! After waiting a few minutes more, I hung up again. The roommate has now ordered services with Bright House. Shouldn't your staff be more attentive and knowledgeable about your product?

My situation was where I asked for a whole house FIOS HD recording capabilities and only received one. On top of that, I only received half of the stations I ordered. I had received a mail advertisement and called and order service since it was a great deal, as I thought. I order the service over the phone and setup direct bill pay for the contract amount given. Upon contacting Verizon CS, they stated it was an error on their part and they would correct the problem, which was to bill me more for the hardware and services they originally quoted as included. Now, the fun really begins. My bill was for $95-plus, which is more than what was originally quoted, not only from the sales rep selling me the package, but also their customer service department who increased my system and the CS rep who contacted me the next day after installation confirmed my new bill amount. Three people now have confirmed my bill.

Upon receiving my first bill with an overcharge of $95, I contacted Verizon CS and they stated they had made a mistake and would be credited, upon my paying the full amount. Yeah, right! Of course, I refused and she took about 45 minutes to do whatever CS reps do while you’re waiting on the phone and stated it was taken care of and I would see the credit and correct billing the next month. I thought it was all finished but the fun really hasn’t even started. My next bill showed not only the incorrect amount and the $95 incorrect billed amount from the previous month and late fees. My next call was the ball buster. The CS rep stated they could not fix this for the package I was sold was at the wrong price, and they had no way all of the sudden to enter the price I was quoted and confirmed several times now into my account. I have no idea what she meant and her manager was apologetic and stated she would take care of my situation and would call me right back.

Of course, no call back and the billing nightmare continued on. My next 45-minute call was similar to the last, but now they are now stating the conversations in my previous calls were completely different than what was said. That they were not able to see my original order, amount and since the packages have gone up and that they could not enter a package amount other than what is currently available in the system they tried to changed my package to cost more for less services. Yes, they actually started to redo my package to less services for more money I told them to do nothing and please have them connect me to accounting, which they did.

Accounting stated they could not understand why I was calling them. They could not do anything for me and transferred me to billing department specialists, who for once was able to see my original billing and stated Verizon did make a mistake from day one and promised they would correct the problem. Right! My next bill: nothing had changed except now my increased bill and all incorrect passed due charges. I called again and was told that my billing department’s specialist request to reverse incorrect charges was refused by accounting the same department that sent me to them. This went on several times until billing stated accounting was no longer going to accept any more requests for my account. I am told by Verizon I owe over $900, in which I made monthly direct payments from my checking account and only had service for less than 10 months. On top of all this, they continued to charge me for services several months after they had removed my equipment.

Please do not get Verizon: they are evil doers. Guess what? I had called Time Warner and the exact same thing happened. I called, placed an order, switched phone and services and after two months they stated my package was incorrectly quoted and they have no way of honoring what they originally agreed upon for it is not in their system any longer. And to top this off, my package price was increased because the deal they had the month earlier is no longer available and my bundled pricing is no longer available. My bill went up $70 per month. Apparently, this is a common billing scam by both companies and is using the US Postal Services to operate it.

After a long pause and good music, a guy asked all my information again for the third time and said that he will process. Then, he said that he wants to put me on hold and after 10 minutes, said he has Internet difficulties and would need to transfer me to a different agent. That agent said the call got transferred back to tech support and there is no way he can connect me back to billing.

I used the direct billing number provided by the second guy during the chat and this time, a lady picks up. She did not even apologize for my owes and after getting my details for the fourth time, said that she can process that and put me on hold for another 5 minutes saying that she needs to transfer this to another department.

After 5 minutes, she says there is a blank order on my account that needs to be deleted and she put an order for that. Because of the blank order, she cannot process my cancellation and I have to call them back this time during week days to request to cancel my TV. I don't see any customer courtesy or any other tech support quality standards during all this.

So I decided to stay with Verizon and cancelled my appointment with Cablevision. I got my Verizon bill and there was no adjustments made! In fact, they stated I owed the $40 past due. I called and spoke with Diana **, her manager, Mike and Cisco from the elite team and they said, "sorry, we do not see any such offer made" and there was nothing they could do for me!

They accept that it is their error, but their policy would not allow them to call me, to let me know that there is a problem. No outbound calls, they say. They claim they do not have my email address to notify me, yet I get an email a day from them up-selling their services, and at least 2 pieces of regular mail from them every week. I find their attitude cavalier and callous. Their position is that, yes, it is my mistake, but you will pay all of the price. I am sure I am not the only one subjected to this kind of customer service.

Technician Arrival Window: 8:00AM-12:00PM(Hrs)EST

I called in January when the first bill arrived which was over $200.00. There were extra charges for additional services which were told to us by Verizon Wireless were going to be included in the $94.99. Also found out that the internet as shown above was 15/5 instead of 25/25. They were giving the less service and charging full money. I spoke to the rep to correct the issues. When got the bill for the month after, it showed that I was signed up for Russian, Filipinos, etc that I never asked for. Also, no one speaks those language at my house. Those were added to the bill so the bill was again over $240.

I called again to fix the issue and was told that they were going to give the credit back and I asked about my $300 gift card that I was promised when I signed up first. I was told it was never a part of my deal originally. I have the emails to prove it was part of the deal originally! The Verizon Fios is such a rip off. They are a company that cheats their customers. i never had this issue with Comcast. I want to sue Verizon Fios!

When I requested that he hook up a TV in my living room, he complained about having to run a new line to the TV. He began giving me lessons about how wires work. I told him that I was a new customer and the house had just been remodeled. I had no idea which service was used prior to my moving in. Just as he began to check the Verizon box that was already on my premises, another Verizon technician arrived at my house. When this man arrived, he began arguing with the installer about why the work needed to be done today instead of tomorrow, and he said that the work orders were all "messed up.” He then immediately started hassling me about the billing. I told him that billing was between me and Verizon, and that he and the installer were there to install my TV, phone, and DSL.

This man, whose name I believe was Frank (he didn't want to give me his name) and who was an employee of Verizon, began to harass me with racial slurs saying, "Well, at least I'm not Chinese.” He then had the nerve to tell the first installer, "Lets get out of here," and told me, "If you want to reschedule the appointment, or to cancel it, just call Verizon.” I was so shocked that I told them that it was ok. They then jumped in their cars and left, abandoning the loose wiring and leaving the Verizon box wide open with blinking lights on the side of my house. They said to each other, "Come on, let's get out of here.”

As you can imagine, as a new customer I am absolutely horrified by the way I was treated by your service installers and this has given me a very negative impression of your company. I am now afraid of the consequences of leaving loose wiring and an illuminated panel outside my house. This situation has potentially violated multiple laws and must immediately be rectified.

If you have questions regarding the conduct of these Verizon installers, please contact my witness Philip ** at **. Don't hesitate to give me a call if you have any questions at **. Your prompt assistance in this matter is greatly appreciated.

The headache is not worth it. I am going to cancel the service tomorrow. Being lied to by people is one thing, but being lied to by a multibillion dollar corporation is another. My case is not an isolated case. From what I have been reading, I see that there is a pattern here. Only thing I can say is that we as consumers should listen to each other's advice and be united against these bait and switch tactics used by this company or any other business using similar ways. Get names, get reference numbers and call 30 minutes later to see if such reference # actually is real and your conversation and terms of agreement are on their screens.

Then Verizon started sending me bills for separate internet accounts! I made regular payments on the bill for my original account, but when I refused to pay the other duplicate, illegitimate account; they closed my connection and sent my account to collection. For an entire year I invested my personal time and money trying to get Verizon customer service personnel and various managers to remedy this issue, but they insisted that they were unable to close the duplicate account until I paid the account in full and then they would send me a refund.

This seemed like a scam and I was not going to pay for an account I did not open for a debt I did not owe. In the meantime, I have all of the documentation with phone call conversations, contact names, invoices, statements and correspondence to Verizon, but still they refuse to remove the blemish from my what-used-to-be-perfect credit. Doing business with Verizon is asking for trouble as they do not hold themselves responsible for any errors on their part and have the power to wreck your credit rating.

Needless to say, I never received a call. We waited 2 weeks with no service and I ordered service with Comcast. I returned all of their equipment. I never received any letters or anything from Verizon. I called in December of 2011 to try and order food and was told I owed them around $270.00. I was frustrated and did not pursue this. I told them I didn't owe any money. Again, I still have not received any bills or letters from Verizon.

I called again in January of 2012 and was on phone with numerous people and ultimately was told I owed an early termination fee. I was told that they would waive the fee and all I would owe was around $52.00 and her supervisor would approve this. She (Clarrisa) said to wait a few days for the bill to be pulled back from collections and to be updated. I called back on February 2nd and was told that the supervisor denied the bill adjustment and I would still have to pay the $270.00. This is terrible customer service form Verizon. The woman I spoke to on the 2nd said she would talk to her supervisor and call me back. She called me back on Jan 3rd and said they reviewed my records and would not help and I would have to pay full amount. I work for this company and now see firsthand what I've dealt with on my jobs as a Verizon installer. Any help would be appreciated. Thank you.

When I received my February bill, I had been charged more for my HD bundle than I was paying previously. I had been charged full price for the multi-room DVR, and I had been charged a $9.99 shipping and handling fee for the new set-top boxes. Outraged and feeling that I had been flat-out lied to, I called customer service and was informed that I was not eligible for the promotion I was told I had been signed up for. It was supposed to be for new subscribers only (despite what a Verizon rep had directly told me on the phone earlier!).

After almost an hour on the phone in the middle of my work day, the service representative was able to get me the free DVR and remove the shipping charge, as well as give me a $10/month discount for a year for my trouble. All of this was wonderful but I was still lied to initially in order to get me to sign a two-year contract and I had to call them back and fight for the things which I was promised. Also, I still ended up having to pay approximately $75 more than what I was told I would have to on the first bill after I switched my service. I'm glad they owned up and fixed the problem but the false information I was given to get me to re-sign with Fios was egregious!

He just received another bill, and when I called to find out why, they informed that while the equipment had arrived, it arrived damaged. I reminded them that the equipment was returned in the box they provided, and how could it be damaged. I was told to take it up with UPS. By this time, I have been on the phone for 45 minutes. I asked to speak to a supervisor (another 10 minutes), only to be told there is nothing they could do. The equipment arrived damaged, and my neighbor was responsible.

This man is a bed bound, Korean war vet, living on a fixed income, and did everything he was asked to do. I am curious as to how many other people were accused of damaged equipment, and were told they were responsible? No, I did not get insurance. I did not even think about it, but I will in future. Has anyone else had this happen? We cannot prove it was damaged. It is their word against ours. This could be a scam!

Upon reviewing the bill, I noticed I was billed for an additional router at $139.99 when only one router was installed at my home. So I called Verizon and the representative was able to get the $139.99 credited back to my account reflecting a new balance of $80.26. Now it was in this conversation that I learned that the card "on file" is set for automatic debit every month. I was fine with that and the representative confirmed that the new amount will be deducted on the due date of 2/6/12. On Jan. 26, 2012, I got an electronic notification from my bank showing me an overdraft amount of $220.27. I thought to myself that charge looks familiar and as I suspected Verizon had still deducted the incorrect amount from my bank account, weeks in advance.

I called immediately to rectify the problem. The first 2 representatives I spoke to pretty much told me there is nothing they can do. I finally spoke to a "supervisor" and she told me that automatic bill pay deducts the payments 12 days in advance. First of all why wasn't this communicated to me in the beginning when I was told that I needed a card on file. Second, the wrong amount was still deducted from my bank account. I did not owe $220.27. That was the reason for me calling to get the charges fixed. Then all the solutions they were offering thereafter were all in Verizon's best interest. They offered to pick up the overdraft fees but that would be credited to the next bill. The $139.99 will also be credited to the next bill. So they are trying to keep the money within the company instead of crediting my bank to clear up the mess they have made because of their incorrect charges and lack of presenting "fine print" information to me.

The issues I am having is with this current bill not the future bills so crediting future bills is not going to help my current situation. Ultimately, internet service worth $80.26 ended up costing me $300 in insufficient funds and overdraft fees. I accepted my losses and cancelled the service as I feel better not doing business with them. By the way I have to wait 30 days to get that refund check of $140 that they overcharged me for when it took them less than 2 seconds to turn my entire bank account upside down. They are the worst company to do business with. They quote one thing and when the bill arrives, it's another story. To all the prospective Verizon customers, read all the fine print before you commit because they do not completely inform you of anything. They just give you surface information to get you signed up then when you have an issue they slap you in the face with the fine print. I will never do business with them again and I hope everyone finds out what they are all about.

I requested to talk to a supervisor, and I was on hold for 40 minutes, when another representative said that her supervisor was busy and would call me back. They never called me back. I wrote an e-mail to Verizon customer support, who replied that according to their records, my inquiry was addressed. I am very disappointed with the Verizon customer service and would like Verizon to apologize to me and honor the price offered to me when I signed up.

We have been told two of those 6x that a supervisor will call back, and they never did. We were told six of those 6 times that a supervisor is sitting right there but either too busy to get on phone or is looking into this issue.

We were told by the 7th and last rep last night that all of the other 6 representatives did not tell me that there was a billing glitch. (The audacity of that person is outrageous.) There was an 8th call by my husband last night around 8 pm est, and that rep hung up on him when he said hello. All 7 reps said they saw our $307.46 payment on 1/4/2012, however for God knows what reason, we still receive late notices in email and we still cannot purchase any movies.

We called Chase Manhattan Bank last night, and within 3 minutes, we had a Chase Bank supervisor, actually a supervisor over that supervisor, got on the phone in approximately 5 minutes. I know that may sound unheard of in your company, but thank God there are businesses in the world that actually do have customer service. Chase Bank has their hands tied. They cannot even stop this payment of $307.46 on 1/3/2012 (posted by Verizon on 1/4/2012) Why? Because they cannot stop a payment that your company already took! All of your reps kept turning this on us. The rudeness was unbelievable. The holding time on a phone was outrageous. The lack of supervisors to want to rectify this, help us, and also see this complaint through has been disgusting.

Out of the 6 1/2 hours of phone time with Verizon, I spent over 3 hours on the phone just yesterday, basically telling me nothing to convince me that Verizon cares about correcting their own mistakes. Still getting late notice emails and still cannot rent a movie. Still have it in my head the words coming out of 7 of your reps "This is a billing glitch with Verizon, and they are working on fixing it." We are done, done, and done.

You took our payment, and per Chase Manhattan Bank, who by the way offered to get on the phone with a Verizon supervisor (I guess he thought he could actually get that to happen.), to explain how billing works. Once you take someone's money, you cannot tell them anymore that they owe you the money.

You took 2 very calm people who work more than 60+ hours a week a piece, aside from having children to come home to be a part of their lives, 2 people who put their own time aside to rectify an error not on their part but Verizon's, 2 people who remained calm and patient through each effort to call Verizon and sit on hold for extended periods of time (one of those times over 1 1/2 hours on hold, I can and will submit my AT&T cell phone bills and our Verizon home bill to show you and every blog we can find), 2 people who just wanted this fixed, 2 people who always pay their bills. You have literally broke us down.

Let us know where to toss the boxes, we are calling back Cablevision; and we miss good Customer Service.

I don't know why I am giving you our contact information. Normally, you do when you believe someone will get back to you. Obviously, this will not happen. I guess the only reason why I just wrote all this was to vent and to copy and paste to every blog I can possibly find on every minute I have time to do that today.

First of all, when we received our first bill it was almost double what we used to pay and we didn't have HBO and Showtime, which we were told we would receive free for the first 3 months. So here went my first phone call with them. I was on hold so long and was basically told there was nothing they could do about how much my bill was and I was being charged for HBO and Showtime. So I canceled those channels and basically dealt with it since I was stuck in a contract. Now, in our bedroom we have an MRDVR so we can watch all of our recorded movies and shows. It has never worked right since day one. It freezes up on a constant basis.

If we pay to rent a movie and watch it in our room, 9 times out of 10 it freezes up so bad that we switch to watching it in the living room. A lot of times it'll just shut the show off and say "Unable to locate Hub". I have tried to call on numerous occasions, but I do not have time to sit on hold for more than 45 minutes. That is absolutely ridiculous! I finally ended up getting a hold of them the other day after 20 minutes of being on hold and reported my complaints and they ended up telling me they were just going to send me a new MRDVR box.

Well the package arrived today and it's the wrong box. It's just a standard little box. I tried calling them and ended up hanging up after being on hold for over an hour! Now I'm going to have to try and find time to sit on hold with these people in order to get things straightened out. Someone at Verizon needs to fix all of this or they are going to lose a lot of customers because I know I am the first to tell anyone I know that is thinking of switching to Verizon, not to do it! And as soon as my contract is up, I will be switching back to my old cable company.

Most of our neighbors are Fios customers and all the homes are less than ten years old. The wires are all underground and they've never had a problem with their installation. The job entails connecting a wire from the Verizon utility box right outside my home right under my lawn and straight through to my garage where they would attach the Verizon connector box to give my home service. It was done this very way for my neighbors with no problem at all and these homes are all the same. Nonetheless, since we weren't getting anywhere making the same calls to customer care, we accepted and made another appointment for installation, this time on January 16th 2012, and again we confirmed online but no one showed up again nor did they call with an explanation.

We continue to make numerous attempts to get valid answers and the dispatch in question simply repeats that the issue is an engineering problem. Customer care has tried to get answers as well and they too are ignored; they continue to leave messages to call us and no one from the dispatch has ever called. It is obvious that the issue is not an engineering problem, but the real problem is directly in the dispatch in question. Someone has made it their job to not allow our requested installation service to be completed.

We are the only non-Caucasian family in this community and this truly seems more discriminatory than incompetence. Customer care not being able to do anything for us and the continual dismissal by the department that is responsible for filling our installation, everyone's lack of understanding with regard to us having to take two separate days off work because Verizon only provides installation during weekdays. We need help in getting to the bottom of this and in getting someone within the Verizon organization with the position to get answers; customer care unfortunately has no real control.

It seems like our request for service has been hidden between the cracks and being held deliberately by this dispatch department.

Now, I find out that there was no premium package discount. The discount is due to the phone change. In addition, they restarted my contract period. I requested they put my service back to its previous state because I was lied to about the service change and fraudulently placed in a new two year contract. I was told that they could not and would not revert back to my original plan. I was denied access to a manager. I was denied a copy of my complaint. I was lied to and I was defrauded. I requested that original recorded conversation be reviewed and was told "what for?" This is Fios. This is unethical and unlawful. Next stop, FCC.

I am writing a formal complaint about a recent experience I had with Verizon Fios. I actually don't even know where to begin. For starters, I can't even talk to someone when I call the company because they have the wrong phone number listed to my account so they don't think I am authorized user of the account. I'm not sure how that is possible, but nothing surprises me anymore with Verizon. I wanted to make a simple name change to my account back in November 2011.

My wife and I were recently married and we wanted the account in my name. If I would have known what was ahead of me in trying to perform such a standard task, I never would have tried to proceed. Long and short, their company assured me that they would stop service/start service at the end of December and I could keep all of my current equipment and they would change the bill out of my wife's name and into mine. I received an email on December 28th stating that the service was going to stop on December 31st. I called and asked for this service "swap" to be put through after the first of the year. After all, I was having a house full of people over for a New Year’s Eve party and I didn't want to be without service on December 31st.

One of their reps told me they would push the service change to January 9th. Instead, I woke up on the morning of December 31st to find that my service had been disconnected. I was on the phone with Verizon for 4 hours and 35 minutes on Saturday, December 31st. About 3 hours and 50 minutes of that time was spent on hold. That is an absolute embarrassment. The only thing more embarrassing was having a house full of people over on New Year’s Eve and not being able to watch the ball drop at my house party.

My service wasn't reconnected until January 4th. After 4 days without service, a technician came out to the house and by the time he got to my house, my service was all back up and running. He did not exchange out any of the stb's, etc. He said I could keep everything the way it was and that it wasn't necessary to switch them out. Now I have received two letters stating that I need to return the boxes ASAP or I’m at risk of being charged $500 per piece of equipment. How am I supposed to return boxes that are currently being used for service?

More so, if I was supposed to return the boxes, then why in the heck didn't the service tech give me new boxes to use when your company processed the account name switch? Whoever runs the Fios segment of their organization needs to take a strong look in the mirror and ask if there isn't a better person suited for his position. I would be absolutely embarrassed to have my name associated with Verizon in any way, shape, or form. Customer service is completely rude and of no help at all. If I call Verizon to get a question answered, I receive a different response depending on who I am speaking with. Not once has anyone been able to help with a problem. I was promised on 3 different occasions that a supervisor would be contacting me back within 24-48 hours. Guess how many times a supervisor returned my call? Yup, zero! Fios is the worst!

Since there was no resolution, I did not have an option but to physically reach the Collin Creek Mall VZ FIOS office. There I was told that the connection has been disconnected and nothing can be done and the only way to get around this is to start up a new connection. So I did that and I was promised that the connection to both internet and cable will resume by the same day. This happened on 1/14/2012. To be noted that the time spent on the office is from 11AM to 3PM that day. By Sunday, the connection hasn't been restored and when I called the customer service at Verizon and explained the same, I was transferred between the tech and customer service departments about 4 times. Finally, I had to deal with an exceptionally rude customer service agent named Justin, who said that a serviceman will have to get to my apartment and fix this up. When I requested for a waiver of the current month's bill at the least towards all the Verizon goof ups, he said that it can't be done since I am not even being billed for the time I didn't have service.

If someone wants to know why do I still have Verizon, it's because Verizon has struck a contract with my apartment complex to be the sole service provider. I don't know if that's even legal. Another item in the contract is that all the special offers they provide is not made available to the residents of the apartment complex. The Verizon product is one of the best, but customer service is the worst there is.

They sent the wrong tech, they sent one that only checked internet connections. He suggested I call his boss and see what he could do for me, I did and he never called back. I got my bill and they charged me. The person I spoke with said he took off the charges and tried to sell me FiOS! I don't have a working computer! My next bill the charges were on there $133.30. I called and they said that the charges were taken off my bill and the man who took it off should have told me it takes another billing cycle to see it off. Okay well, why did I get a termination letter saying I need to pay the $133.30 by the 19th of January or I'm shut off plus more fees!

The next morning I received a phone call from Verizon that I had a new order placed in my name and they'd like to schedule an installation date if I would just call them back. I called the number and the voicemail said the office was closed...yet that office had just called me the same day. I then called another Verizon office and explained that this new order was not mine and I didn't authorize it nor did I want it, at which point I was put on hold and after a while another representative answered and asked me what I needed. I explained the same issue to him and was told I couldn't be assisted, but had to be transferred. After transferring, I explained a third time the problem and that I didn't want the order, nor did I authorize it, and was told I'd have to be transferred again since they weren't being allowed to cancel it. After the last transfer, I was told the order was in fact cancelled, but they could give no reason as to why the order existed, except that the order had in fact been placed by a Verizon representative at the office that was supposedly closed, just this morning 1/7/12.

I would like a member of verizon management to call and explain in detail what happened regarding my order and what actions they will put in on their side to prevent such failures in their system to occur. I would like them to put in formal writing an apology for their lack of service and waste of many hours of my time trying to deal with them.

On Dec 2011, I called again and explained to them about the issues I was having about still receiving a bill. I talked to the customer service guy and he tried to tell me that they bill a month ahead. I explained, how can that be when you guys (Verizon) had all my equipment and cancellation notice a month prior, so why are you charging me for services that I did not use? He said he will forward my case to "a manager" and they will contact me within 3-5 business days. That never happened either. On Dec 8th 2011, I called again and told Verizon about the same problem I am having with the bill & cancellation issues. The lady who I talked to apologized to me and said that she was reversing the charges and that it will all zero out and give me a $0 balance and it will reflect on the next month bill.

She also said that it will take a day to update in her system, but everything will be okay and that I will probably be getting a refund check in the amount of $27.18. The amount that was due on Dec 13, 2011 was $49.18. Just last week, I received another bill from Verizon in the mail in the amount of $35.99 that is due Jan 12, 2012, and this bill states that I have a late payment and a previous balance of $22. I called Verizon twice today, Jan 3, 2012. The first time, after I got through the options menus to talk to a customer service rep, I got disconnected. I called back and waited for 20 mins before I talked to a customer service rep. I finally got through and told the lady what was going on, again.

She said, "Well sir, that sounds like a finance dept issue because they control billing and things. I will transfer you". After I got transferred I waited for another 10 mins to talk to the "finance dept". After explaining to her the situation, she told me "oh, well that sounds like a customer service problem. I am only in charge of taking payments over the phone. Do you want to make a payment?" So, after that I lost it and this is where I am filing this complaint with you guys.

Verizon has not provided appropraite justification regarding their billing procedures and refuse to accept that their billing department has made a clerical error. At first, they told me they would credit the account $395.00, however, after a few months they have not done so. Recently, they have threatened to disconnect my service although I have been paying the original agreed upon monthly payments. I would like for them to credit my account by subtracting the excessive billing amounts.