Verizon Fios Reviews

In this economic downturn, they made my already difficult situation even worse. Early termination fees should be illegal. They only pad the pockets of immoral corporations like Verizon. Class Action Law Suit is needed for this situation as I just read, they have raised the fee to $350. Where does this end in a country with over 10% unemployment. Shame on Verizon.

I have spoken to a total of 18 to 20 customer reps, several supervisors, billing department representative, and technical support team with no results regarding my account and features. In the meantime, I have been already billed for $271.33 which I already paid, because I didn't want to owe anything on this account, especially since I was filing a complaint regarding their services. The customer reps and some of the technical support reps are rude. They do not want to hear what your problem is.

And when you try to explain an issue, they put you on hold never to come back. I have called the Presidential Escalation Department at the New York corporate office. But no one there seems to want to handle my situation and the issues arising from my order. I need someone to help me with Verizon Fios. I am frustrated and I'm paying for services I am not completely satisfied with and not getting.

They don't have any customer service, just people who try to get you to buy new equipment when the failure is in their C.O. I use the service to make my living. The service interruptions and service degradation has cost me money by not being able to access my account in a timely fashion or not at all. They are useless.

Please pass this information i.e., the YouTube to friends and family. People need to put pressure on the legislature so that we have proper oversight and protection. We are sleep-deprived as a result of the illegal pure tones we are involuntarily forced to live with. Our peace and quality of life have been stolen from us. We have spent time and money for over three years fighting with the regulatory agencies and the utilities. No citizen should be subjected to this abuse.

I called Verizon spoke with a total of 18 people to try & fix whatever the problem was causing me not to get into my acct. No one knew what the problem was. When I opened the acct, the promotion was for $150 visa card certificate which ran up until 1/14/10. I ordered Verizon Fios on 12/11/09, but when all the problems occurred, Verizon realized the acct had not been changed over as it was supposed to. They re-did the order and put it through as a new one for the starting date of 1/19/10, and the promotion for that time is a netbook, I called a representative named Michelle S who stated she would put the order through to change the $150 to the netbook since the order was originally put in for 1/19/10. When I called today, 1/27/10, I spoke with a representative named Ms. H who stated that there was nothing she could do and relate the info to another manager I had already spoken to.

I have given Verizon Fios every opportunity to correct & rectify this issue & go into their files to see they'll be losing a valued 30-year customer over their mishandling my acct & not applying what's due to their customers. If they offer something & they don't want to lose a good paying customer, after the hassles and time consuming calls I made trying to fix their mistake, and not being able to get to work on time because I had been for over an hour trying to get someone's attention regarding my order & acct, the least they can do is give a valued honest & forthcoming customer the satisfaction of knowing they'll stay with the company because they did everything in their power to keep a customer happy.

On 1/20, I called to report that since their attempt to hook up DSL my phone has been unusable. I was transferred to India then back. This conversation took over one hour! No one would take responsibility for the fact that I lost the use of my phone because I allowed Verizon to attempt to hook up DSL! I have no phone service because according to Verizon, they cannot fix it because I am not their customer! The reason I am not their customer is that they could not deliver.

So I owed money on each account, even though I just had one line! I tried to cancel service of the TV and phone but wanted to keep internet as I had no problems with that service. By January 2009, service was cancelled with TV and phone, but I continued to receive bills for the TV and phone and a separate bill for internet.

I called numerous times and spoke to so many different representatives and explained the situation. Each said it would be taken care of. That did not happen! Now it's January 2010, and I continue to receive billing statements for FiOs phone and TV. Every time I asked to speak to a supervisor, I was told there are no supervisors for customers, only for the representatives. What kind of business is this?!

I started getting calls from collection agencies for a cost I did not incur. Finally on January 12th, I had to call Verizon Internet Billing and conferenced Verizon Sales to identified the outstanding balance as "Shipping, Activation and Modem" cost of $60.89 of which was supposedly credited between departments on October 17th, 2009 (amount credited $63.50). As a consumer had to get Verizon Internet Billing to open an internal Trouble Ticket to Verizon Sales Service to identify the credit as applied since October 17th, 2009. I had to get Verizon Sales Service create a confirmation number to identify that the account should be satisfied upon receipt of internal trouble ticket.

On average I spent two hours on the phone talking to multiple departments on September 22nd and 28th as well as December 3rd, 9th, 14th, 15th, and January 12th (2010). This resulted to loss of work time to address this issue. I received multiple calls from two different collection agencies despite communicating to Verizon (and Verizon agreeing to hold the account until issue was resolved). I felt harassed by the collection agency and felt I had to resolve Verizon's inter departmental deficiencies. I felt I was not getting anyone from Verizon to truly resolve this issue. I felt I had to initiate a Verizon internal process to address inter-departmental deficiencies. Mental anguish and frustration that Verizon was pursuing me for a financial amount that I did not owe.

Approximately, 6 weeks ago, I called Verizon, because I was paying approximately $200 a month, which i couldn't afford. I asked them to stop HBO and Cinemax, which was $35 a month. I only wanted Encore and Starz, which were $14.99 a month. i received my bill two days ago. HBO and Cinemax are still on my bill, but no Encore and Starz. I also was charged approximately $23 for Fios Arabic. I am not an Arab, nor do I have any family members who are Arabs. I was also charged $15 for an adult themed movie (all the playboy channels are locked). I asked the Verizon rep if it is possible that someone is tapping into my cable somehow, and charging shows to my phone number. She just stated the she has had a lot of customer calls with the same complaints, and it is "under investigation". Verizon did credit $60, which I did not owe. They also offered me 3 free months of HBO and Cinemax, which i declined. Make sure you check your bill every month. I may not stay with Verizon Fios if this continues.

I had my complaint once sent to there executive office and received a letter again telling me what my bill is. I know what my bill is, but it's nowhere close to what the salesman told me. I want these liars out of my house. I checked my bill one time and it showed 11 different charges in one day on 7-8-09, totaling over 254.00. I have ask over and over what these charges are and they can't or won't explain to me what these charges are. I paid it or they turn off my telephone, internet, and TVs. They have my hands tied, and charge me whatever they want to. I'm tired of being ripped off by these people. I had dish for 5 years, never had a problem. This is the first time I have ever complained about a company and I am 56 years old.

These are pay-as-you-go services, billed and paid in full on a monthly basis. You should have the right to cancel at any time. Their "damages" in lost revenue as they claim is absurd. They are paid for services. So how can there be any "damages." As far as I know, taxes are filed annually, not after 2 years. Oh and yes, the BBB is useless. Also, the Attorney General's office does not handle individual disputes, so they are useless too. So who is out there to protect consumers?

I have a one year contract. I have the money to pay for the termination fee. I just want to make sure that will be the end of these people. Someone needs to investigate the practices of this company. I have Verizon cell phone and Verizon in my house. I have no problem with the cell phone but FIOS stinks. Can we get some kind of suit going and take them to the proper authorities? I just want to be done with this service and get a good cable company. The billing practices are unlawful.

On 6/22, I received a bill for $235.16; this is for 1 month and 7 days of service, the bill should have been $142.99. Listed on this bill was $27.51 for additional TV services plus another bundle partial month charge of $38.93. After a few hours on the phone, I found out that they were charging me additional service installation charges for additional inside wiring, none of which were performed by the installer or listed on his notes to the office. The July bill came in at $83.32 which if you add on to the previous bill that I paid comes out to my paying $318.48 for 2 months and 7 days of service. Accurately it should have been 258.93.

After calling to complain again, they offered free HBO and Cinemax for 3 months. I made a note on my calendar to call 3 days prior to the end of that period to cancel them so I wouldn't be charged, which I did. Augusts bill came in for another $226.79, Sept bill at $252.35, Oct $134.44. I called once again to complain about the charges and the gentlemen offered me an additional $5 off of my wireless bill if I combined the two, Fios & Wireless. I agreed to that with the understanding that my fios bill would remain $115.94 adding on my $48 a month wireless bill for a total of $163.94 minus the additional $5 for a $158.94 monthly bill.

The November bill came in at $185.37 that did not include my wireless bill. I called yet again, and the woman hung up on me. I waited a few days and called back and the woman kept telling me it was all pro-rated and what I owed was the $185 and that did not include the wireless. I asked for a supervisor and she said one would call me back that day. No one did, nor the following day.

I called the PA Consumer protection bureau and she told me she would have someone from Verizon call me. They did and I spoke with a woman who kept trying to tell how great a deal I was getting, so I asked her what my total bill would be with all 4 services on 1 bill, she tells me $189. I told her she's crazy, I'm paying less now for separate bills. She said that Verizon's 4 play is $134.99 a month but with taxes it comes to the 189. I told her to put everything back the way it was.

Now, at the time, I had Charter. I wasn't thrilled with them either but the sales rep showed me the Consumer Reports ratings - Verizon FiOS is, of course, on top as the highest rated. We talk numbers. With the Charter Bundle (phone/TV/Internet) we were paying about $109/month. FiOS can only give me TV/Internet for $120/month. Because we don't use our LAN line at all (only there for the babysitter's insurance), I was intrigued. If I kept service and didn't cancel in the 1st year, I would get a $150 Visa card, which basically makes up for the monetary difference between the services. He also offered me 3 free months of HBO/Cinemax (of which my 3 free months from Charter was drawing to a close). I told him I'd think about.

I called my good friend, who is a Network Administrator and he raved about FiOS. That convinced me to give it a shot.

I had the sales rep return and we got down to the paperwork. He was late to the appointed time. On top of that, the whole process took well over an hour (he had to call Verizon and speak to various people to get it set up - I got a glimpse of Verizon's customer service and this was with their own sales rep). It turned out that I was not eligible for 3 free months of HBO/Cinemax because I didn't bundle a phone into my package. The sales rep admitted he was wrong but there was nothing he could do. It was not a big deal... yet.

So on install day, the FiOS tech showed up at 9 am. Since my house was already prewired with Charter coax, I figured I was looking at 3-4 hrs. tops. Wrong! I basically had to kick him out of my house at 4:30 pm. That was 7.5 hrs. for an incomplete install.

What was the issue? They offered 25 mb download and 15 mb upload. I can only get 10-12mb down wireless but connected via Ethernet, I get less than 1mb down - the Speedtest times out; it's so slow. My neighbor who is the regional head of IT Security for a major media company came over and offered to help troubleshoot. While we may have determined my laptop had an issue, both the tech and my neighbor's laptop got 12-15mb down wireless right next to the wireless router (connected via Ethernet, both got around 24 mb).

The tech had no explanation - but he did reveal to me that Verizon recently switched to an outsourced wireless router manufacturer. Since they've started using these new wireless routers, customers have seen a degrading in download/upload speeds. I called FiOS Tech Support about the issues we were seeing and they told me it was up to the tech to escalate (within the tech network) and got troubleshooting assistance. The install tech started making calls - clearing, calling his tech buddies to bounce this issue off them. Well, when 4:30 pm rolled around, I had to go to my job. I asked for a tech to come out the next day (Saturday). The install tech made another call and confirmed someone would be back out tomorrow (but since it was a Saturday, they could only give the time frame of 8 am-5 pm).

So the next day, since I was under house arrest again for Verizon, I just putted around the house all day. Come 2 pm, I wanted to get verification that someone was coming out. I called Verizon Tech Support and guess what (I know you know the answer)? They had nothing on record for a dispatch to my home. After raising Cain, the best they could do was to send a ticket to the local installation tech manager. Since it was the weekend, they told me that it may be Monday before I hear back.

On Sunday, surprisingly, I got a call from a Verizon person (who I assumed was manning the local installation tech queue). She said that they had my ticket and I was to allow 24-48 hrs for the local installation tech manager/network to get back to me.

Well, 48 hours later, my prediction came true and I didn't hear from anyone at the local Verizon tech office. So I called Verizon FiOS Support. My main gist was to get someone to my house to figure out this problem. The tech support rep told me that he could not dispatch anyone because his group does not dispatch for speed issues. My only choices were to follow up with Billing or Customer Service the following morning at 8 am (since it was past 5 pm). So, in other words, by giving the local office the full 48 hrs to respond, it worked to my disadvantage by having to wait yet again. Better yet, I asked the tech support guy to speak to his manager:

"I can put you on the phone with my escalation lead."

Escalation lead didn't come on the phone. But, the tech support guy informed me that he got authorization to set up a dispatch. "Usually we charge for this, but since your installation was so recent, we aren't going to charge you." Wow!

So now, I am waiting on a technician to come out tomorrow to figure out why, when a working laptop goes to wireless, the download speed is only maxed at 12-15 mb. My confidence that someone will show up is low. My confidence that this will be resolved is even lower. But, the Verizon FiOS Technical Support staff is more than ready to give you the canned response that you are going to lose some download speed when you go wireless. So in other words, their touted 25 mb download speed does not translate over to a wireless connection. Now 12-15mb isn't slow, but it's not any different from Charter, either.

The phone repair people came in on the 20th of November and found the lines on the outside side house disconnected. He gave me his # and said, "If you have any problems, have them give me a call." I called 3 times the phone company to get it resolved to no avail. Finally, on the 4th time, a Mary **, supervisor, would not do it, but asked me to ask the 3rd floor subscriber for his phone #.

Now I cannot just go up to this person and ask for his phone #. Why would she ask me to do that when she can ask the repair person who did the job, or find out who the phone person that did the repair on 3rd floor problem? I am sure if the guy's house was robbed, they would be able to find the repair person. My point is the phone repair person disconnected my line and I should not have to pay for it. It was disconnected outside the house. I am disputing the service charge because the phone repair people caused it and it was outside the house.

Despite the fact that I only ordered the upgrade a mere five minutes ago, he told me it's too late and they're sending the technicians next Tuesday anyway. I said **. I never confirmed anything via email or anywhere else and I never spoke to that neutral third party. I then hung up. The guy called back and overrode my four-ring maximum preset on my phone, so that it never stops ringing! In short, I am being harassed by my own phone company. After 30 minutes, the phone finally stopped ringing, so I decided to check my messages. The guy's supervisor gave me a number to call to cancel the so-called order, which I did. Unbelievable.

When we moved to our permanent house, we mailed our components in the boxes supplied with prepaid labels. Now Verizon is threatening us. When I got my boxes, I checked to make sure that: (1) It was USPS and not UPS; and (2) that the shipping labels were prepaid. We mailed ours from a different post office and again, the USPS took the boxes without question. Verizon does not believe us and they are threatening to send our bill to a collection agency.

In the past week or so, Verizon sent one of their reps to push FiOS. So far, this guy who can barely walk with a cane has visited my home on Monday, Thursday and Saturday. When I was home, I simply ignored him. I've learned from experience that even if you refuse these pushy reps once, you are encouraging them to contact you again and again. What part of no don't they understand, the N or the O?

It's getting annoying and making me angrier. On Saturday, I was tempted to call the police on that guy. His three visits last week were extremely disruptive. He will even show up in the freezing cold! By the way, I've turned down two previous reps and since then, noticed that my Verizon telephone bill has gone up although I'm lucky to be using the phone even once a month. The newest bill shows a sum of $27.

I called again on 9/1 to check on status and was told that there was not an outage in our area, that it was a server issue at their central office. Someone called on 9/2 and asked me to run all of these diagnostics again and told me it was a modem issue and they would send out a new modem. When I expressed my frustration, the lady hung up on me and when I called back the automated message said my problem was resolved. I was on hold for over 20 minutes and no one picked up the call.

On 9/3, Calvin (a supervisor) called me about the survey I took about their customer service. I told him our issues and he said that he would look into this. I received the new modem on 9/4 and tried to install it. I'm still getting ISP connection issues. I called today, 9/5, and spoke with a Burt and Shelly. I was hung up on several times today and we are back to being told it is a modem issue. When we told them that this is a brand new modem, they are now claiming it is a server issue again and do not know when it will be fixed.

What can we do to get Verizon to stop calling? Do Not Call list allows companies you have dealings with to call you, and he has Verizon phone service. Additionally, I fear some other people in assisted living will be taken advantage of by Verizon and give out their credit card numbers to authorize service. Senior citizens are known to be susceptible to phone callers taking advantage of them financially.

Last month, my bill came more than double. I called them because I noted they were charging calls inside the United States as long distances calls that were supposed to be covered by my plan. They agreed that something was wrong and the company representative told me that another company went into Verizon’s computer system and tampered with my account and changed it to this company’s favor. They told me that they will correct the mistake and they will give me a credit.

This month, the bill became worse. They gave me the same explanation, but they want me to pay all the money and pay an additional fee for them to set up my account with the plan I have had for three years. I closed the account because they did not give me any clear explanation of who was tampering with my account information and because I feel I have the right of not paying for any mistake, error or change not authorized by myself as the owner of the account. Now, I have to pay the bill with the wrong charges, plus I have to pay to set up an account with a new provider. I have to wait until the new provider installs the phone and internet service at home. Almost a week without communication, and now, I do not have phone.

After filing a ticket and calling for the next 10 days, I was finally told that my area now has poor to marginal signal. Although they would not confirm it, they did say it was a "possibility" that they turned their towers away from my area and no longer service the residents of my small town. Without notice, without acknowledgement, I am suddenly without service. What happened to all the "people" that are supposed to guarantee that someone can "hear me now?" When I called to complain, I was directed to the "contact us" area online. That’s nice. Remember, I don't have broadband since they do not handle complaints over the phone.

On August 24th, I checked my bill and noticed that I was being charged 3 x $5.99 per month for 1 Security Suite. I called and she stated she was taking all but one off. When I got home, my computer again was saying that I didn't have the Security Suite and was trying again to let a virus through. I called Customer Service (Tech Support) who was quickly trying to pass me off to Billing. He was not helpful nor did want to deal with the issue. He finally decided it was out of his hands and transferred me over to Billing, but guess what? They were closed.

How does a Customer Service agent work for Verizon not know that another department is open? I put blame on Verizon for this virus affecting my computer. I ordered the Security Suite in January and there should have been no reason it was taken off, nor any reason why I was being charged 3 to 5 times per month for one service. In the past 2 years, I have had nothing but problems with Verizon and I want to switch back to DirecTV where I never experienced these problems.

Within two days of taking the offer, I had my modem from Verizon and all equipment I would need to hook up. I tried to hook up on July 31, and it wouldn't work. (I had already given up Hughes Net.) Verizon's technical people worked with me for two hours and then told me that in August 3, they would send a technician out. The technician called me at 8 a.m. and told me I never should have been sold this, as wireless does not reach the area in which I live and that the call centers should have performed a test to see if I did, indeed, have wireless. He told me to call the business office. Well, I did and this went on until 9:30 at night. Because I was complaining, many of the call centers cut me off, and I had to start all over again, over and over.

Finally around 9:30, I did get internet through my telephone line, not wireless that I contracted for, not broadband, my telephone line (like watching paint dry on a damp day). I had the phrase "We apologize for the inconvenience" said to me 57 times (Yes, I did keep count.) after speaking with about 4 people (I kept count of that, too.). I spoke to 27 people plus the ones from the previous week. All of the Verizon commercials suggest that Verizon has extensive broadband and wireless all over the country. This is not true. Rural areas have nothing; parts of Philadelphia, Delaware have nothing. But that's not what their commercials suggest.

I must admit I was very upset this last time when talking to a technical rep but think about it, I call Verizon and an automated message comes on saying there are a few channels not working but they should be back up and running by 10:00 pm and I made the phone call at 10:45am. So, I wait on the line for live person which took an hour (I’m not going to go there right now). I’m getting very annoyed because I was holding for such a long time on the phone. So by the time the tech answered my call, she just apologized like they always do and told me that she would send a new cable box. Now this is the 8th time that I called them this year, so I asked would my account be credited and you know what they told me, we would be credited for the bad cable box. Oh and since it’s only $4.99 a month, they will credit me 1 whole dollar for the inconvenience. Ha ha ha and then when I asked her was she joking, the rep said you have a nice day and disconnected my phone call.

Well now I see why that old lady went to the cable headquarters and went postal, because obviously Verizon doesn’t care what their reps do, or do they care about great customer service. A dollar, they can keep their darn dollar I'm renting movies from now on. I feel like I can’t even get anything accomplished when it comes to dealing with Verizon FiOS in the state of Pennsylvania. Now I can’t possibly cancel because they will charge me for an early termination of service (so called service that is).

After contacting Apple, I then spent another 2 hours reinstalling my operating system on my hard drive. I called Mr. ** back to then get the USB working again when he had yet another rep. contact me, Michael. At this time, my computer would still not recognize the USB wireless card. He finally agreed to send me a new USB wireless replacement. The replacement was received 2 days later with no installation disk included in the package, yet another Verizon mistake. Once informing Michael about this mistake, he stated Verizon would send a CD to arrive on Tuesday, 8/18/09. Thus far, I've spent over 20 hours fixing this mess. Verizon decided all this was worth a $10 credit. This USB instrument has not worked properly in months and now after all of this, they still refuse to terminate my contract.

As he was walking down the steps, he said, "Well I guess you don't want Fios then." I am trying to figure out why they forced me into retirement when they have jerks like this working for them. I know they are cheaper workers, but the money they are spending in advertising could keep some of us working. I am really considering filing a complaint for harassment. Comcast has a commercial on TV that shows how much the phone company harasses you and believe me, it hits right on the mark!

On approximately May 15, 2008, I talked with a woman who identified herself as Exavier at your customer service department to have both my telephone service and DSL disconnected effective on June 12, 2008 due to a move to another state as a result of retiring from the Air Force. She told me that would be accomplished and gave me the cancellation number **. Neither service was working on June 13 when I physically disconnected my telephone and computer.

While relocating I did not have access to the specifics of my checking account. On August 14, 2008, I discovered Verizon had deducted via auto-pay $75.04 on July 8 and $5.45 on August 7. After several transfers to various Verizon departments, I was connected with a woman named Dawn in the financial services office. She acknowledged the billing error, told me that she would discontinue the auto-pay (which was done), and said a refund check would be sent to me for the erroneous charges. As of September 17, 2008, I had not received the refund check, so I attempted an inquiry using Verizon’s web chat service but could find no one who would give me any information. I was given a number for a specialized department (757-954-6222), but after being put on hold for over an hour I hung up and decided to try another day.

Quite frankly, I forgot about the issue until receiving your bill on December 26, 2008, which was sent to my old address. I know I had given Dawn my new mailing address for the check. On December 28, 2008, I sent a certified letter to Verizon concerning this issue. I received the PS Form 3811, domestic return receipt, signed by what appears to be a person with the name Ronald ** (printed name is not very legible). However, I have never been contacted by Verizon by mail, telephone, or e-mail concerning this issue. On January 28, 2009, my wife had a telephone conversation with a Ms. ** of the Verizon retention office (**) who said the issue would be resolved and we would receive the due payment. On August 12, 2009, I received an envelope from Verizon and thought it would be what they owe us and I tried to understand the extremely slow transaction time. However, the content of the envelope is yet another bill for $465.45, requesting $79.18 due now. I am exasperated in trying to contact anyone at Verizon, either in writing or on the telephone, and would sincerely appreciate any help in resolving this issue.

Fast forward 2 months and my mother informs me that her Verizon land line bill was extremely high. While looking over the bill, I had noticed she was being charged for DSL service and other promotional goods. I then contacted Verizon to get these charges removed. I was told by all but one of the Verizon employees that it was my responsibility to contact them to cancel the service and the representative that was in my house was not enough verification that he never hooked up any services!

I talked to 9 different employees and spent approximately an hour and forty five minutes to be told that once services are initiated, there is no reversal - and I will be charged for services never rendered. Employees told me that the sub provider, DirecTV, was contacted and cancelled, but they did not contact anybody in their own company to say that this installation did not happen.

This is blatant theft, no doubt! I am willing to pay for services I have used but I will not pay, especially after being threatened with collections.

That was why I ended up paying almost $85 for the house phone and internet. But in the very beginning that they tried to keep me they said $56.99 plus tax. So, I just want to let all you guys know that they are a very bad company that likes to rip people in this economy off. And their customer service is like they’re not the same company because I called about 3-4 times and none of them tells me the same thing because the first time I called after the first bill and she tells me about all the charges, I will cancel it that time already. But it's not, so it cost me to pay them another month. But right now, I canceled their service already. And I want to tell you guys that Verizon sucks and rips off people. I will tell all my friends and family about this too.

And even though they receive a full payment for that month's bill right on time, it takes them a year to find out there is still a block on the phone line and that they still haven't removed it after 10 phone calls from me. They promise free movies when their own customer service reps don't know about the promotion and say I can't have it. I ordered international calls, but never got the service added - oh, but I am told it's in the system. I get customer service reps who say they'll call me back, but they never do. Another chews on her lunch when she is talking to me. One person says things work this way and the other person says no. I don't know what to say anymore about Verizon except that they should be shut down. The way they provide service is totally ridiculous!

Over the course of the past 7 months, I have spoken to over 20 representatives, none of which have been capable of the following:

1. Correcting the billing issue with my account, which was originally a Verizon error. A disconnect order was initiated by someone within the company. Without notice my phone was disconnected. It took several emails and calls to simply find a representative who could figure out why the phone had been disconnected. A new account was generated for my phone, without my being notified of any changes. Services were being billed erratically, varying from month to month; some services were on our original account, while others on the erroneous new account.

2. Following through with guarantees such as: returning phone calls (Cassie **, the most recent, promised a call by 07/24/2009 with corrections for the problems stated above. As of 08/03/2009, no call has been received), sending duplicate statements, eliminating erroneous charges, ensuring accurate billing.

As teachers, my husband and I are both fully aware that errors occur and not all errors are corrected easily, therefore, we have displayed an unnecessary amount of understanding towards each representative we have spoken with. As consumers, we understand that there is often a process which must be followed in order for errors to be rectified. However, we are not simple minded people who are going to continue to allow our rights to accurate billing to be trampled.

This letter is being sent to every email within the company that we are able to locate. To anyone who receives this letter and is willing or able to help us, we would greatly appreciate it. This letter is also being sent to the Public Utilities Commission and every email that we can locate for its members as well. We do not believe that what we are asking for from a company of this magnitude is too much.

A month later, another huge bill. I have been on the phone for hours, yes. Each time I have called, it has been well over an hour. I went to the local walk-in center and they called with me standing there. They were on the phone over an hour and they could not get my account correct. This is too much! I called Comcast and am willing to pay more monthly for the basic service to just so I do not have to keep up with this issue with Verizon!

Verizon Online has never worked. We cannot get it hooked up properly or we were sent the wrong modem or hook-ups. Both my son and I have called numerous times and have been promised a technician would be sent out. We have been told we would be contacted and a service call arranged. Nada. It still is not hooked up. I'm paying for something I do not have, which is not my main concern. I want it hooked up. I want a technician sent out. I do not want to be lied to anymore. I want my bill to be $49.99 as promised.

Can you help? Should I contact the BBB, Attorney General-Consumer Protection, FCC? What am I to do?

Approximately 4:30 pm, the internet service was restored. There’s still no TV. At 5:00 pm, there’s a call from the tech guy John and there’s a half hour conversation with him. There’s some problem with the initialization of service. He refers to the video department with assurances that they will call shortly and have service restored with one and a half hour. No subsequent call. Next morning, there’s still no service. Additional call reveals his referral to the video department was at 5:45 pm and they go home at 5:30 pm. On July 23, at 8:30 am, there’s still no TV service. The customer care rep assures me that there is no one in higher authority with whom I can speak.

They also failed to mention that the email account was the Verizon account that I do not use, which would be the only email that would be affected by my cancelling service. They also supposedly email me about the new year contract to my Verizon account, which I do not use. I don't know what recourse I have to get this fee reversed.

My husband was unemployed for a few months. This problem made it extremely difficult for him to complete applications online, which is what a lot of companies require now. If he was in the middle of filling out an application when the phone rang, he would lose all the information. At times, this interrupted filling out a questionnaire. This would cause a block in his eligibility for hire for a period.

On July 13, 2009, I called and spoke with 5 different people, and only the last could even find any record of the order and all they could tell me was that it was cancelled and that I would no longer be able to get the same offer. They offered me a number of items rather than the cash discount. It seems to me that this is false advertising and the person who spoke to me when I was contacted was dishonest about my being able to still get my discount. I have filed a complaint with the FTC. I have spoken with several other people who have been having issues with Verizon and I will be sure to advise them to do the same.

That being said, I called Mr. ** at approximately 9PM the evening of June 22nd and spoke with him. I explained to him that there was no proper notice given for this and that my compliance was optional. I did, however, understand his situation and advised him that the 23rd was my only day off in over a week. I work full-time as a firefighter and work 24 hour shifts usually. I explained to him that I would make my property available to him the next day, except that I needed him and his crew not to show prior to 10AM as I had things to do that morning. I would make my place available until 11AM at which time, I had another appointment. He agreed to this and we hung up.

The next morning, I went out to take care of some business and returned to my residence at 9:10AM to find that my garage door was open and the garage next to mine. There were crew members in my garage and they had parked their vehicles in our parking area, making access and usage near impossible. I approached one of the workers and asked him who he was, what was he doing and how did my garage door get opened. He stated that he was one of the installers of the Fios systems and that they gained access to my garage from my daughter. At this point, I was not happy and went to ask my daughter what had happened. While I was out, my two daughters were home, ages 13 and 11. Prior to leaving, I instructed my eldest not to answer the door while I was out.

My daughters told me that a little before 9AM, there was a knocking at the door. They did not answer, but looked to see who it was from their bedroom window, which is above the front. The worker went to my next door neighbor who lives in the upper rear unit. The worker returned to ground level and called up to my daughters who were in their bedroom stating that they were with Verizon, we spoke with your dad, James ** and he knows we are coming, we need to get into your garage. This again was knowingly directed toward my minor children. My eldest daughter felt between a rock and a hard place and reluctantly went outdoors to unlock the garage. Yes, Mr. **, your employees gained access to a residence from a minor child. I have since dealt with my daughter on her actions, but this is no excuse for a business to conduct their business in this manner. She should have never been put into that situation to begin with. I believe that is considered unlawful entry.

As if that was not enough, what the workers failed to let me know when I first came home was that in the course of my daughter opening the door for them, the garage door next to mine fell on her head. How did this happen? Well the garage door next to mine was not functioning properly, so the crew of Mr. ** propped it open with a flimsy piece of stripping that is used to conceal the Fios cables inside the units that ran along the wall. As she was walking by, that stripping slid out and the door came down on top of her head. Again, I had to find this out from her, not your employees. I had given a call to Mr. ** and briefly spoke with him. I did my best to hold my tongue and decided that I would take this up with Verizon since I didn't feel anything productive would come about dealing with installers.

To say the least, I was quite furious, but I did allow the crew to continue their work as they had already began their project. I am also a Chiropractor, but do not actively practice any longer. I examined my daughter's head which was sore and causing her discomfort. There was a contusion approximately 1 inch in diameter and raised approximately 2 cm. I did a cursory exam on her and determined some ice and monitoring would be the best course of action. The bump took about 2 days to reside. I took up the matter with Verizon and have been in contact with Todd **. I will continue to maintain contact with him and inform him as to how this matter is being handled.

In this day and age, I am in complete shock that there is a business model that would have its employees feel they can shout to children locked in a home and ask them in a manipulating manner by using my name and the fact that we had spoke on the phone to gain entrance. Then on top of that, fail to notify me that my daughter was injured as a result of her compliance. To be quite honest, your company hasn't done anything to rectify this situation except to ask me what I would like to do. Some concern for my daughter, an offer to cover any medical expenses. These would have been gestures that I would expect to have occurred. As a health care professional, I was able to handle her care and for that, based upon the level of services rendered, a fair amount would be $175.00. Taking her to the ER would have been more than that.

In addition to that, for the conduct of your crew and situation my daughters were put in, I feel it would be fair and a good gesture for your company to make me an offer to settle this. I feel I have been very reasonable in the handling of this matter. I would like to inform Mr. ** at Verizon that this was handled professionally and quickly. Again, this was a copy of a letter. There are more details if this should proceed forward.

Our neighbor’s broadband line with Earthlink was also down after the storm but was fixed within 24 hours. If we had not been able to use the secured wireless connection of our neighbor we would have suffered significant losses. Urgent telephone communications regarding a job offer were discovered only when our neighbor's internet connection was used. We are causing substantial inconvenience for our neighbor at this point.

I told them that was absurd. UPS certainly ships on the weekend. It just costs more. I asked for a supervisor. The supervisor assured me there was nothing he could do. I again stated how dissatisfied I was. He told me to write the complaints department, but that he was entirely powerless. On Monday, I called billing. They said again they were powerless to do anything. All I can say is that they are super efficient when it comes to billing me $200.00 for services. They just don't feel that my $200.00 a month in payment is worth the extra $10.00 to ship on the weekend. In short, Verizon says, “Tough and too bad.”

I was charged for $4.20 for high speed for 07/01/-07/03 (even though the modem showed up until 07/03/08), $14.99 for shipping/activation and $41.99 for services on 07/03-08/03/08. On 8/10/08 I received a bill for $147.18. In addition to the above bill, I was charged for $7.00 late fee, and $79.00 early termination fee.

I spoke with Mr ** on 8/16/08 at Solutions Center (same phone # as Mr **) I explained the billing problem, and was advised that my account would be credited the $147.18. On 9/4/08 I received another statement for $147.18. On 9/08/08 I spoke with Mr ** (Solutions Center again) and told my account would be adjusted, it just takes a while for the billing/credit to adjusted.

On 9/10/08 I received another statement, the balance $154.18. Another $7.00 late fee applied. By May 10th statement it was obvious nothing had been done with my account. The balance now was $210.18. 5/18/09 after four hours on the phone with 15 reps, I got a 3 way call with D. ** and Ms ** about the billing adjustments not taken properly. The both assured me that the adjustment had not been taken correctly.

On June 10th, billing my balance was $217.18. On 6/23/09, I spoke with India personnel. I was told I had accrued $70.00 in late fees, and the balance was due immediately. I would need to speak with the financial department. I advise him I wanted a supervisor. One was available; my phone number was taken and advised someone would call me. No one did. On 6/23/09, I started back with the Solutions Center number and spoke with a gentleman but the line dropped before getting his full name, but again was advised that the $217.18 would be adjusted.

I called back and spoke with Ms ** and gave the conf #, advised I wanted the name of who I spoke with. She couldn't locate the conf #, but transferred me to financial Services. I spoke with Krystal who informed me that the Solution Center had no authority to adjust billings, and I the balance of $217.18 was due immediately and close to collections. I called back to the same number and spoke with Mr **, she could not find me the reference number either or who I spoke with.

I hung up and called again and spoke with Ms **, said that there may be 2 accounts, not sure why my statement did not reflect credits, as she could she some crediting for early cancellation and shipping and handling done in May. She advised since the call came in after 04:30 PM this would take me into the next business day of 08/04/08, therefore making my not eligible for disconnect service within the first thirty days.

Technically, I would be responsible for the 1st month billing, but couldn't see any credits on the 6/10/09 invoice. I explained since the service did not work for 2 weeks out of the month, and I called on 8/1/08, and the modem didn't arrive until 7/3/08 (I have by packing slipping from UPS) that even if my call was logged in at 04:31. I was on hold before speaking to Mr ** on 8/1/08, I felt that I should not be billed 1 month service, nor the late fees. Possibility of an account going to AFNI collections agency.

The first time the tech was supposed to come to my house, I had to stay home waiting therefore I didn't go to work, I called twice, they told me they didn't know the exact time, so I had to wait the whole day and at the end, they told me they said they had to re-schedule. Similar situation happened the second time and today is the third time someone was supposed to come. They just told me that they never opened a ticket for someone to come today. Every time I don't work, I don't get paid. I feel very upset and frustrated.

But I don't understand how they can get away with charging three times as much for a usage plan that offers only twice the usage limitation, in other words, $60 for 5GB or $200 for 10GB? At this point, a consumer might as well just purchase 2 different wireless broadband plans and rotate them every 2 weeks to avoid reaching the usage limits. That way, a user can get exactly what they pay for (albeit extremely overpriced and highly limited at 5GB for $60); but you could get two $60 plans (total of $120 for 10GB/month) and pay less than the plan offering 10GB for $200/month!

After a couple months of receiving bills that added up to $135.00 or more, I contacted Verizon and was told they could not honor the contract because it was not supposed to be written up like that. After speaking with several people that day and for months to follow, I filed a complaint with Verizon and The Public Utilities Commission. Verizon then agreed to honor the contract and reimbursed me for part of the time I was overcharged. That was in March 2009 and Verizon is still overcharging me and claim they will reimburse me at the end of my contract.

In the meantime, my fees have increased, my service interrupted, turned back on, and I have received a letter in the mail from Verizon saying I've made changes to my account but I have not been able to get access online to find out information about this change.

I have been calling about 4 times a month since October (it’s June 19). I have missed countless days of work for techs to come out. They always show up late, early or don’t show at all. So about 2 months ago, I reported to customer service that I would no longer pay for a service that doesn’t work. I was then shut off for non-payment. I then called to try once again to explain my situation and said that if they could get my service to work, I would pay to have it turned back on.

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

I refuse to pay for a service that does not work. Since October, I have spent 109 hours and 19 minutes on the phone (according to my cell phone statement) and missed 6 days of work trying to resolve this issue. The only result I have gotten is rude customer service people passing me off to others, no return calls from supervisors, and a large bill which will be left to attack my credit. I have never been treated so poorly in all of my life. I feel I should be credited; further, I would like to be reimbursed for all of my time from missed work and all of the bills I’ve paid during periods of no service. My bill is now 2 months behind again. Any advice would be greatly appreciated.

The service was poor, customer service was even worse, bills were always incorrect, and the cost was much higher than advertised. We received the final bill for those services and paid this bill in full and telephoned Verizon to ask about the early termination fee of $199 that was not included on this bill. We were told this charge would be billed separately.

The next and only other bill we received from Verizon was dated 3/7/2009. Page 1 of this bill stated "final bill." Upon receiving this bill, with threat of a collection agency, we immediately went to the website as indicated to pay. The webpage continuously returned the error message that they were unable to process request at this time. We tried to access our Verizon online account to pay but can no longer access that account online either. We tried to pay the bill over the phone, but the phone system was unable to process the request because the account number was not recognized.

Over the next week, we sent several e-mails and spent at least 8 hours either on the phone or on hold, trying to determine the correct account number in order to pay this bill.

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

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

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

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

First of all, the multi-room DVR service is not even available in our neighborhood. I found this out only during installation nor does the multi-room DVR include the necessary equipment to get TV service in the additional rooms. They installed an unexpected two additional basic boxes at $143.76 per year. The agreement made on my sales order form for the multi-room DVR system was not honored. Verizon said I was misquoted. You, as a potential customer, need to know the truth of this misleading and false information that can be given by the Verizon representatives. This is mainly a heads up to the misleading and false information the representative of Verizon will stoop to in order to make a sale. You expect the truth when conducting a sales agreement. I am out $143.76 per year for the rental fee due to the unexpected boxes. Perhaps, I would have made other decisions based on the truth.

When they told me I was not in their data base, I told them to cancel my service. The representative told me not to cancel and she would have a supervisor call me back. It was 2 weeks later and I still did not get a phone call back from a supervisor, so I called again to cancel the service. Once again, they would not cancel. They wanted me to speak to a supervisor. I told them I did not have time for this anymore and to cancel the service. The representative again said a supervisor would call me back. I never received a call from anyone. I called back again and told them to cancel the service. Again, the representative did not want to cancel the service; she wanted me to speak to a supervisor. I told her I had been waiting for a supervisor to call me back for a month and I want the service cancelled.

I called Cablevision and scheduled a date for them to come and switch me back to cable. I continued to receive monthly bills for the Verizon/FiOS service. I called and mailed the bill with notes stating I asked for the service to be cancelled. I returned all the equipment and router to a Verizon location and I have a receipt. On the last bill they sent me, they charged me for the router stating I never returned it. I again sent a note on the bill with a copy of the receipt stating all the equipment was returned. I continued to receive monthly bills, and of course I was not paying for service I was not getting or for equipment that I had returned. I am now in collections. I called the collection agency and explained everything to them. They told me they can knock 30% off the bill. I told them I was not paying anything because I asked 3 times to have the service cancelled and I returned the equipment.

On April 21, 2009, I received an email from Verizon online to update my card online at Verizon.com but I no longer have my user name or password, and so I did not update anything or give them my new card number. On May 4, 2009, my charge card was charged for three months service and again on May 26, 2009, I was charge for another month. Both charges from Verizon were against my new card, which was never given to them nor were the charges authorized since I had actively tried cancelling my account several times. I have received no phone calls or letters or any type of communication from Verizon beyond the charges to my account and the email mentioned above.

Finally, I spoke to Ms. ** and I canceled the service. When I went home, all my 4 TVs are not working, even with the DVD and the box. They destroyed everything. My kids want to watch TV, but they can't. I feel so bad for my little one who keeps asking me for TV before he goes to bed. I’m afraid I will have to pay, plus I had to rent tapes for my kids to watch, I paid $24.99. I didn't use them at all so I have to return them today. I called Cablevision to sign with them. The closest installation is the 18th of June. I am right now with no TV or VCR or DVD, no Internet at all in my home. Please help me. I had lot of damage. I appreciate your help. I don’t know right now if there’s something about all the wiring the technician did because nothing is working at all.

Upon entering into agreement with Verizon FIOS, I was informed that the local line would be serviced by Verizon. I was never informed that Verizon would block WDT and that WDT would no longer be servicing my international phone calls. In addition, I was never offered any long distance plan thereby enabling Verizon, at their own leisure to pick and choose a rate that would be charged for my international phone calls.

Since expanding the services to Verizon FIOS, and unbeknownst to me, Verizon applied the highest rate they charge to all my long distance phone calls ($5 per minute!). And this is when they offer a $15/month (500 minute) plan that was never discussed or offered to me at the time of the switch to Verizon FIOS. The bill now is $1,001.84 for my international phone calls (I was calling directly my relatives in Poland thinking that WDT is still my long distance carrier).

When I called to discuss this issue and asked that my bill is re-calculated at the long distance rates and not at the local rates, the manager (Brianna) informed me that it is my responsibility to inform Verizon about my international phone calls and that Verizon would not know who my international carrier was. I would think that it would be Verizon's responsibility to inform their customer that they are disconnecting their current international carrier. I would also think that Verizon should be offering its customer the right to pick and chose which plan they would like to elect for ANY of the services that Verizon will be providing. After all, it is the customer that is paying the bill and not Verizon!

Please note that what makes matter worse is that I have not switched from another carrier such as Vonage or Comcast, but I stayed with Verizon. Moreover, Verizon was the one who authorized the set up with WDT so that I could make the direct international phone calls. The manager I spoke with (Brianna) told me that I am responsible for informing Verizon about my long distance, however, it was Verizon who set up a direct connect with WDT so I wouldn't have to bother entering any pins and passwords. I did not switch carriers. I did not come from Comcast or Vonage. I stayed with Verizon. Therefore, Verizon had had an extensive record (over 4 years worth), since Verizon did the direct connect for me with WDT.

It is unacceptable that Verizon failed to mention that I will no longer be able to use WDT with Verizon, that WDT services would be dropped and that I would be charged a different rate for international phone calls starting immediately. Verizon failed to let me to pick and choose a plan that would suit my needs. No one in their right mind would like to be charged $5/minute when they can have an option to continue with their current carrier (at less than $0.02 per minute) or elect Verizon's plan at $0.10 to 0.17/minute!

I was misinformed and misguided about my long distance charges. I was charged at the highest possible rate for my long distance phone calls (approximately $5/minute vs. $15 per month for 500 minutes, this is at $0.10 to $0.17/minute vs. $5/minute). Why doesn't Verizon have controls set in system to ensure that once a bill hits certain level, they immediately consult the customer to make them aware of the fact that something is not right with the account? Why didn't Verizon give me, as their customer and ultimately, the person that will be using the phone and paying the bill, a chance to choose my long distance plan? No one in their right mind would elect to be charged $5/minute for long distance when they have an option to be charged between $0.10 and 0.17 per minute!

On 10/25, I returned equipment three boxes, one modem to Freedhold store and have receipt and confirmed over phone. I received final bill late November/December $+256 and -$88. I called two times in December to get $-88 credit applied and paid. No help. In January, $-88 was being reduced incorrectly $-44. I called in January to get issue resolved. Bounced around, I was told that they would resolve the problem on their side and set the proper service end date 10/20/08. I called in February and was waiting for supervisor call return.

On Feb 20, bill had had early termination fee which is incorrect. I called early March and discussed all of above with customer service who said it would be resolve in the next bill. Verizon stop sending bills and sent my account to a collection agency. I have spent hours on the phone 2 - 3 times a month being bounced from customer service to Verizon FIOS to financial. They never resolved or returned my call. They advertise $64.99 and $79 a month and hit you up with installation, activation and prorated fees on your first bill. I had service for one month and one week at $79 a month. How does that add up to $256?

I expected to see my final closing statement in November and was surprised to find that they were continuing to bill me. I called again. The rep told me I had never been disconnected. Huh? By this point it have been three weeks since the equipment was returned. She sweetly told me not to worry and she would correct it and I could expect to see a credit. My December bill arrived and I found that she had entered a disconnect notice - from the day I spoke with her and not the October date. Additional charges show on the bill, both for service and now an early termination fee.

I called again. This agent "Kelly" told me that she could only credit back to the day they received the equipment and she was being nice in doing that. I asked about the early termination fee as I had now had service for over a year. She informed me that I had a two-year agreement. Huh? I told her there was no way - as a renter with a one-year lease I would never agree to two years. Kelly cannot provide me with a copy of any agreements, “That would have been handled online,” she said.

Kelly told me I would be able to get a copy of the agreement online. I did a search, nothing. I sent an email to FiOS - they tell me there is no policy posted. The January bill arrived and imagine my surprise - they are still billing me. The bogus billing and the early termination fee have now increased the bill by approximately $300. I called Michael at FiOS. He told me that he saw credits with no explanation, he saw the disconnect, but he could not figure out what anyone had done or why. I mentioned that I did not think I should have an early termination fee - he asked me if I was sure I'd had their service for a year.

Michael told me that he was sending the bill to disputes - that would stop any additional charges and he was requesting that they audit the charges. He took my cell phone number and told me I should hear from them within 90 days. Well, it is now May. No one ever called or wrote. Additional late fees were added and now I received a call from a collection agency. I will be stuck paying charges that no one can explain or justify. If I had a bad experience with one representative, I could write it off as a new hire or an honest mistake. Given the lack of follow-through on Verizon's part, one has to wonder if it is mismanagement or fraud.