Verizon
Reviews and Complaints

I was a Verizon Wireless customer for thirteen years. Payments late only a few times in all those years. I was a loyal customer whose monthly bill for two cells and a tablet was an average of $250.00. Things started going terribly wrong. I was the owner of this account and had the only rights to make any changes in services but all kinds of services were popping up on my statement. Services I did not ask for or need. I was paying$99.00 for a family plan which again, i did not request. Unrecognizable phone numbers were coming and going from my phone and disgusting sexting. I use my phone very rarely. Very few calls and very few texts. The monthly bill I kept paying was outrageous and I started getting messages from Verizon that i was exceeded my data limit. My global messages were sky high and there was all kinds of video clips. I don't know how to do any of these things and i understand you need some kind of card for global warming which i have never seen one. I don't know anybody out of the U.S!
I tried using my verizon but could not get in. My password had been changed and it is very difficult to get a hold of a human service rep. I got the run around which led to nothing. As I mentioned before, I called them three times and they did not keep their promises. They did not freeze my account, didn't answer any of my questions. The enormous bills kept coming until I stopped making payments. They weren't my charges. The unpaid bill is around $950.00. During the last call, they listened alittle and said I had one month to prove I didn't make those charges. I didn't know what to do. I don't know much about technology and I feel I was taken for granted for my lack of knowledge. I mentioned they gave me a month for proof or it would be listed on my credit report. They put it on my credit report in just two weeks. I had no one to help me with this mess and they got away with screwing me over.

Yiemy nail bar
600 S Victoria Ave Ste A500
[protected]
account number 019000 [protected] 07
order number 0C4932739 order due date 3/8/16
We order Fios internet service for business which some time during February the monthly service fee is 114.99, beginning of March we found there is a lower price promotion 89.99 for Fios and phone. On March 2nd we called to request and argue with Verizon representative named Ray on getting this kind of promotion for new customer. We got agreement and Ray said he will follow it up for that agreement at that time. When I receive the first bill to find out that nothing was done as promised . We called but all we can get is the unnecessary apology nothing can be done, no one can help to resolve this problem. We so disappoint this kind of monopoly and will find a away to beat it.

I have been a Verizon customer for many years. I have been a Windows phone customer ever since they came out. I was disappointed that Microsoft didn't offer a Windows phone that ran on Verizon this year, so I complained to Microsoft. Oddly enough, they came back and said that any of their new phones could be used by any carrier with some minor SIM card changes. So I did further research and found the problem was not Microsoft, but Verizon. Verizon has refused to work with Microsoft in order to get the new Windows phones to work with their network. This is ridiculous. You are a technology leader and you won't work with Microsoft? It appears that I will have to change carriers when I finally need to upgrade my Windows phone. You are losing your customer base by being so very difficult.

Unimaginable amount of phone calls to rectify a billing error and still not resolved despite promise after promise to get back to me. The on line chat system is a dismal failure. Telephone reps with no authority escalate issue and it never gets resolved.

The company is paid monthly by me approximately $400/per month. And they can not even handle a $50 credit owed to me.

They do not realize that the difference between their success and demise is a fine line. They are comparable to Cable companies. They believe they have a chokehold on customers but they are wrong.

On Oct 1st 2015 I moved from GA to KY. After going back and forth for a month about no service, Verizon finally agreed on Nov 9th that I had
none, at that time I cancelled all 3 lines on my account. On Feb 23rd
2016 I received 2 threatening bills 1 for 461.29 the 2nd one offering,
if I pay today by credit card, with no explanation, 415.16. After
fighting through computer phone prompts got to talk to a rep.
Rhonda told me that one tablet line was still open and was reason for
bill and it was noted that I had requested the line remain open. After
telling her that was ludicrous (why would I keep a line open that does
not get service) she confirmed there had been no activity on line since
Oct. Then I was put on hold, a new rep, Rex, finally answered and I
had to retell complaint again, put on hold, and tech support answered,
put on hold again and finally talked to a 3rd rep, retold complaint again,
she determined I owed half the amount and asked if she should adjust,
I thanked and said I would appreciate anything she could do but felt
I owed nothing and would not pay even the adjusted amount. At that
time I was put on hold and subsequently dropped. At this point I do
not know the status of my bill. I have a 70% military service connected disability and on fixed income. Any help in resolving would be appreciated.

I was a customer of Verizon Wireless for ages and everything was fine, until they changed my billing. The cost almost doubled! I immediately contacted their service in order to receive some explanations. Their rep said he'd investigate and call me within an hour, but he never did. I called again and spoke to another rep which said he would contact me back on Monday! Really? I want to get back my original dual plan, but I don't know how, since these guys provide no help! Can't wait to get to the end of my contract. Very bad service!

On or about 10/2015, I went to a Verizon Store located 23-70 Bell Blvd, Bayside, NY to check I Phone. I was approached by an employee who asked me whether I have Verizon service at home. After I told him I already have Verizon service at home, he told me he can check my account to see whether I can get discount. I gave my address, name and acct info (current acct# is [protected])to him but in the middle he said his computer system was not working. He'll let me know later if he had the updates. Then my nightmare began when I received a new bill in the amount of $24.99 for "service and equipment" with a totally new acct # [protected]. I called Verizon numerous times to complain about this authorized fraud from their dishonest employee. Every time they cannot explain what this new bill and new account is for and said they’ll cancel for me. In 12/2015, I filed a complaint with NYS Dept of Public Service. Verizon Customer Relationship Dept called me and guaranteed they’ll cancel this bill. In 1/2016, I still receive such “past-due” bill. I had a conference call with NYS Dept of Public Service and Verizon Customer Relationship Dept, and again, I was assured that this bill will cancelled. In 2/2016, I receive the “past-due” bill again after Verizon repeatedly assured me that this bill is cancelled!

Very since i started using Verizon I have had issues. From slow speeds to terrible network reception in a 1400 sqft house, to them signing up for 75/75 internet and them and I not realizing they had me on 25/25 for almost 2 months. Think they gave me a refund? "No!" SO, here i am months later, having purchased 2 Verizon network extenders to get signal throughout the house and now the stupid internet will not stay connected. Being that most of my things work off the wifi (Security, thermostat, lights, all our devices etc.) it does us no good to have to continue to unplug the router, wait 30 seconds, plug it back in and then it transmits advertised speed for an hour or two and then it happens again. I have called Tech Support, and they have done what they could via the phone (Shoot the wires with a signal) and then they sent a technician to the house who replaced the router. Well, it didn't even last a day before I was on the back side unplugging, waiting, and plugging back in. This is a very very irritating process, especially when I pay far too much for a substandard service. THEN, when i call to get some other text support person on the phone, they can barely speak english or understand what I am saying. To me, it is still an issue if i have to constantly unplug the router, and wait for the thing to reset. I really want them to fix this problem or at least tell me what I can do to fix it myself.

Verizon is all about the bottom line, money do not work there too long or you will be fired. On company paid time they played a movie that had over 100 racial epithets. Then when I complained, they taunted and abused me. 17 yrs of employment there they fire me a week after my grandmother dies stating I wasn't performing in an environment they fostered with fake customers calling. Constant abuse the managers yell at you in front of others. Nonpayment raise in over 3 yrs. Then a previous manager I had told me once they mentioned me in a meeting because I was being paid too much and how they were working on getting me out of there. I mentioned how openly employees sell drugs in the office they don't care. They openly blaspheme against others religions to calling you racial epithets.
They do not protect companies accounts.. watch your bill every month and fine comb it they put charges and unknown products on your account without your authorization

This is a letter written in response to a collection notice from Verizon FIOS. RE: MRS ACCT#: 345XXXX Amount Due: $183.48 Dear MRS Dispute Department, I am writing in response to the above referenced account which originated with Verizon. Below is a very detailed and somewhat complicated explanation of my horrific experience with Verizon. Please forgive me for oversharing, but I intend on sending this email to Verizon and the FCC as well. I understand that MRS has just acquired this account, and none of this is any fault of MRS or its associates. 1. Originally I established services with Verizon in October of 2012 under account # XXXXXXXXXXX0102. This account was at my residence of X XXXXXX Court, Dover, DE XXXXX. I was a renter. My landlord was very particular about not drilling into the siding of the house. The installation rep had to install service using a crawl space under the house. (This is important as you will read later in #6 below) When this service was disconnected, there was an outstanding balance of over $300 on this account. I do not know the exact amount. 2. In January 2014, my Chapter 7 bankruptcy was discharged. Please find attached my Discharge of Debtors: Page 3 will show that Verizon Bankruptcy Department was notified of my bankruptcy. According to bankruptcy law, I am not responsible for the balance left on the account mentioned in #1 above. 3. In January 2015, a Verizon representative visited my home (still at X XXXXXX Court, Dover, DE XXXXX) and asked me to switch to Verizon from my current carrier. I explained the prior account in #1 and the bankruptcy in #2. I was told that I was approved for service regardless, with no down payment. I was hesitant still, because as I explained to the sales woman, I was moving out of state in July. She ASSURED me that I because I was moving to an area that did not offer Verizon FIOS (I provided the zip code that I was moving to), I could cancel with NO FEE. Well, she lied as you will read further in #5 below. 4. Because I was assured I could cancel in July with no fee, and Verizon was going to “save” me a little bit of money each month (insert laughter here), I switched. New service was installed in January 2015 under a new account number XXXXXXXXX0001. 5. In June 2015, I called to set up a cancellation of my account mentioned in #4 above. Low and behold, I was advised that I was going to be charged a $200 fee for early termination of the contract. I asked for a supervisor. I explained the story I was told by the sales person. Basically I was told “Too bad”. There was nothing that could be done about the $200 fee. I wrote a letter of complaint…surprisingly (NOT) I got no response. At that time, I had the name and personal cell phone number of the sales person who lied to me. Verizon did not care. Defeated, I had to accept the $200 fee as my liability. 6. Only days before my scheduled move (late June I believe), I had to call Verizon because my internet stopped working. I needed my internet as I work from home. After several attempts to reset the internet/modem by phone, I was told I needed to have a service person come to the house. I accepted the first available date and time, which was July 2. I wasn’t available to be there on the date of the service call, but my 67 year old mother was there. The service technician came, advised my mom a wire needed to be replaced and without asking permission DRILLED into the siding of the house. Remember in #1 when I said my landlord didn’t want the siding drilled into? Not only did the service person damage the siding, but he also left a huge mess on my floor. Wires strewn about and l eft his drill right in the middle of the floor. See the attached photo which I took on the day of my service appointment. I took the photo with the intention of writing another complaint letter, but upon moving out of state, and never receiving a response to my first letter, I thought “What does it matter?” I left the drill right there in the middle of the floor….right up until the time that I moved out on July 7. The service person did not call to ask for his drill, did not call to apologize for leaving it on my bedroom floor….NOTHING. 7. After my equipment (boxes, modem, etc.) was returned, I got confirmation via email in August. A short time later, I got another email containing bill details. It was one of those emails where there was a link to watch a personalized video detailing your bill. The balance according to that video was approximately $365 which is what I remembered my balance to be (my last month’s bill plus the bogus $200 early termination fee). I set up Bill Pay via my Wells Fargo checking account. I split the balance into 8 equal payments of $45.56. As if all of the prior mentioned experiences weren’t horrific enough, here is where it gets REALLY BAD. 8. What I didn’t notice is that the emailed personalized bill video I received was for the account I mentioned in #1 (Account # XXXXXXXXXXX0102) which should NOT have any balance considering it was included in my bankruptcy mentioned in #2 above. Unaware of this discrepancy, I made payments of $45.56 on 8/21/15, 9/4/15, 9/18/15, 10/2/15 and 10/16/15 using Account # XXXXXXXXXXX0102. 9. Sometime around 10/16/15 (perhaps earlier) I called Verizon because I’d received a bill for Account #XXXXXXXXX0001 and it did not show receipt of any of the payments mentioned above. I was literally on the phone for 2 hours on this day trying to figure out what was going on. After speaking to no less than 10 people, I was ultimately transferred to a collection agency. The collection agency couldn’t help me either because my account was not in collections…at least not yet. At the end of the call, although I was completely frustrated, I at least realized what the issue was. a. The issue was that the first 5 payments mentioned in #8 above had been posted to my old account # XXXXXXXXXXX0102 instead of account # XXXXXXXXX0001. I was also advised that the original balance on account number XXXXXXXXX0001 was $369.50. Since at that time I had made 5 payments of $45.56, I recalculated and updated the account number on my Wells Fargo Bill Pay checks. On 10/16/15 I made a second payment of $46.82 using the correct account number of XXXXXXXXX0001. Followed by an additional 2 payments of $46.82 on 11/1315 and 11/27/15. b. As a reminder, I did not owe ANYTHING on account # XXXXXXXXXXX0102 since it was included in my bankruptcy! I should not have ever been billed for this account and Verizon should not have accepted ANY PAYMENTS on this account. 10. To date I have paid a total of $368.26. All proof of payment is attached to this email. a. $45.56 on 8/21/15 b. $45.56 on 9/4/15 c. $45.56 on 9/18/15 d. $45.56 on 10/2/15 e. $45.56 on 10/16/15 f. $46.82 on 10/16/15 g. $46.82 on 11/13/15 h. $46.82 on 11/27/15 11. The amount due on the notice from MRS is $183. 48. I have no idea where that balance came from because when I called Verizon in October 2015, I was advised the balance on Account # XXXXXXXXX0001 was $369.50. Since I have made payments totaling $368.26, my records show I owe a total of $1.24 ($369.50-$368.26=$1.24) which I will pay once this entire issue is resolved and I receive a corrected invoice reflecting that amount….that is, unless Verizon determines that all of my pain and suffering is worth at least $1.24 and is willing to write that amount off? (Insert more laughter here) I am asking that Verizon, or MRS, or whoever is responsible to resolve this issue reads each of the above pieces of information and takes appropriate action to move payments from Account XXXXXXXXXXX0102 to Account XXXXXXXXX0001. Then immediately remove my account from collection and DO NOT report this to any credit bureau. Looking back at all of my experiences, I am appalled at the TRAIN WRECK that Verizon Customer Service has become. • January 2015: Sales person visited my home and LIED to make a sale • June 2015: Supervisor is absolutely no help at all and will not adjust an error made by the sales person. I am held liable for a $200 early termination fee that I was promised I would not have to pay. • June/July 2015: Wires that were in place for only 6 months suddenly need to be replaced • July 2015: Service technician drills into the siding of my house without permission AND leaves his mess for me to clean up on my bedroom floor • August 2015: Verizon sends me a bill for an account that was written off in Chapter 7 bankruptcy • October 2015: 2 hour phone call to Verizon Customer Service. No one would help me. Shipped me off to a collection agency to get me off the phone even though my account was not in collections. • December 2015: Verizon sends me to collections even though in October, there are PLENTY of notes on my account explaining the billing discrepancy. Need I mention that I will NEVER again do any type of business with ANY company who has ANY connection to Verizon? Please let me know if there is any additional information I can provide. Otherwise, I look forward to learning this has been resolved. Based on Verizon’s track record though, I’m not holding my breath. Sincerely, Jamie H.

Verizon has grown so big that they don't much care that they screws their customers... I lost my phone and I am still being billed for it... I have called 4 times and it takes them 20 minutes to read my comments and each person says they do not see the comments from the previous person I spoke with. However I have kept records of people I have spoken too. Verizon is a little business mafia stealing from its customers. There charged me double to activate a phone. I spoke with a james from verizon at [protected] and he stated that he would remove the double charge he never did! He also stated that he would have some one from the local store that charge me apologize never happen, verizon has lost its integrity as a honest company. They are incorrigible and totally lack honor. All they care about is the bottom line and how much the investors can make. Another one bit the dust.

We signed up for Verizon Internet in October of 2015, our first bill was to be paid November 2015 at the price of $50. The woman we talked to said our recurring bill would be $50 a month and the highest bill we would receive is $75 for equipment plus $50 monthly charge equaling out to $125. Well this month January 2016 we are suppose to pay $199.13. Several of the charges are unexplainable. And the woman on the phone that we talked to to try and figure this out said our now recurring bill would be $153 a month! I'm disgusted! We never signed up for this! Our understanding was a recurring monthly bill of $50. What do I do? We have this contract that we were fine with had they kept up their end of the bargain, but NOW they are taking advantage of us and can't explain anything about why it went up etc. I'm very angry.

Verizon/fios appt. was scheduled for 11am-2pm, dec 31, order#njdq081kc2 for tv service. verizon tech called and said his supervisor told him to cancel my appt to 4pm since he was told to do a complete install in parsippany. at 4pm, the tech called again and said his supervisor (ms. liberty martinez) told him to cancel me again since he was to do another install in denville. I wasted the entire day before new year's although I was scheduled but cancelled, twice, for people who are somehow more important than I am. I want to know why this disgrace happened.

We cancelled our contract with Verizon on October 25, 2015. From then until December 17, 2015, we kept asking for our final bill and even filed a complaint with the BBB because we were not getting a response. We FINALLY got the bill on 12/17/15 and lo and behold we received a notice today (12/30/15) that we had been turned into collections. Are you freaking kidding me? This company has the worst customer service ever and apparently do not care if they are doing the right thing or not. Guess what Verizon? I would never return to you no matter what promotions you had going on and now I will file more complaints against you because this is really bad business practice going on in your organization.

Chat Subject:FiOS Television (Remote Control) Your Question:I would like to setup the remote to control my NAD audio receiver- is that possible? The code number 250 doesn't work. A Verizon Service Representative will be with you shortly. Thank you. Agent Sarah has joined. (15:10:46) Sarah : Chat ID for this session is ##############. (15:10:46) Sarah(15:11:01): Thank you for contacting Verizon FiOS Repair Support. My name is Sarah. May I have the billing telephone number ? Anonymous(15:11:20): ###-###-#### Sarah(15:11:56): Thank you. Sarah(15:12:17): May I have your preferred call back number in case Verizon needs to follow up on this issue? Anonymous(15:12:30): same number is fine Sarah(15:12:41): Thank you Ms. Anonymous. Sarah(15:12:51): Let me check the remote you have. Anonymous(15:13:25): it's the VZ P265v3 RC Sarah(15:15:01): I see that you have the PHILLIPS UNIVERSAL REMOTE CONTRL : PRC144. This is the 2 button remote which is used to program the set top box and TV. You will require the 4 button remote that is RC144. With this you can program any other device you want. Sarah(15:15:21): You can place the order from the below link : FIOS accessories : - http://www.verizon.com/fiosaccessories https://teleproducts.verizon.com/fios Anonymous(15:16:11): Is there a cost to that? Sarah(15:16:32): Yes you will have to purchase this remote separately. Anonymous(15:17:07): Is there any to get it included? We spend a lot of money on our monthly cable, internet, and phone bill. Sarah(15:17:42): I understand your concern. Sarah(15:18:08): There is no option to send it FREE. You will have to purchase it. Anonymous(15:18:21): meh Sarah(15:18:32): However, I can connect you to the billing team and you can check with them. Sarah(15:18:37): Shall I ? Anonymous(15:18:42): ok- thank you This session is being transferred. (15:19:03) This session is transferred to Suzie. (15:21:29) Agent Suzie has joined. (15:21:29) Suzie : Chat ID for this session is ##############. (15:21:29) Suzie(15:21:34): When you chat with us, you grant us permission to review your services during the chat to offer you the best value. Your current services will not be affected if you refuse permission by not proceeding with chat. It is your right and our duty to protect the confidentiality of your account information. For quality and security purposes, your session is recorded and may be monitored or reviewed. Anonymous(15:22:16): ok Suzie(15:22:26): How may I assist you today? Anonymous(15:23:04): I would like to be able to control the volume on NAD receiver, but the last agent told me I needed another remote to do so. Suzie(15:23:34): I can provide you a link to order any remotes we offer. Anonymous(15:23:34): said i needed a 4 way programmable remote Suzie(15:23:54): https://www.verizon.com/home/fios-accessories/ Anonymous(15:24:10): yes- I am not willing to pay extra for it. Our monthly bill is over $200. Can you be of some help? Anonymous(15:25:02): According to your link the remote is valued at an additional $3 more than the one we use now Suzie(15:25:33): I apologize, we do not have access to that site for remoted. Suzie(15:25:38): remotes Suzie(15:25:48): The only option for remote ordering is there on the link provided. Anonymous(15:26:21): I'm not willing to purchase it. Is there any way to get it included so we use our TV properly? Anonymous(15:26:46): Unless you can credit our account for the cost. Suzie(15:26:46): I apologize, there is not. Anonymous(15:27:20): meh Anonymous(15:27:37): can you tell me how much my bill was last month? Suzie(15:28:52): Sure, may I have the account number? Anonymous(15:29:04): I don't have the account number Anonymous(15:29:12): ###-###-#### Suzie(15:29:48): What is the alternate phone number on file ? Anonymous(15:30:00): ###-###-#### Anonymous(15:30:12): I think you'll find the bill is around $200 Suzie(15:30:33): One moment. Anonymous(15:31:08): For roughly 2 years we've been spending around $221 Anonymous(15:31:36): $221 x 24 months = $5304 Anonymous(15:32:48): After spending over $5 thousand dollars- it would be nice to actually have a remote that works properly (which according to your own website is only valued at $3 more than the one we have now) Suzie(15:32:53): The last bill mount was $197.10 Anonymous(15:33:45): I think my request is reasonable- do you agree? Suzie(15:34:20): I apologize, I am unable to remove the cost for a remote order. Anonymous(15:34:43): okay- can you provide it another way? Anonymous(15:35:04): Is their a supervisor available who can see this logic? Suzie(15:35:09): The only way to order a remote with Verizon is through the link. Suzie(15:35:24): You may check with Repair to see if they are able to replace a remote you have now. Anonymous(15:35:47): is their a supervisor available? Anonymous(15:36:01): the difference is literally $3 Anonymous(15:36:18): but the website wants to charge us $18 Suzie(15:36:34): The difference of what? Anonymous(15:36:50): the remote being provided now and the one we need Suzie(15:37:30): The free remote we provide when you begin is the only remote we provide at no cost. Suzie(15:37:46): The other remotes we offer are listed there on the link. Anonymous(15:37:49): is there a supervisor available? Suzie(15:38:05): I will be happy to check for you, one moment. Suzie(15:41:47): My Supervisor is available. One moment and he will be with you. Anonymous(15:42:01): thanks This session is transferred to Elvin. (15:42:21) Agent Elvin has joined. (15:42:21) Elvin(15:43:02): Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today. I am a supervisor in this department. One moment while I review the chat transcript to get up to speed on the situation. Anonymous(15:44:37): ok- thank you Elvin(15:46:28): I'm sorry about this. We are unable to process remotes without a fee from our department. If you want to purchase the 4 evice remote you can do this at the link provided to you. Anonymous(15:48:27): Can you provide a credit to the account? Elvin(15:48:43): No. I am sorry. Anonymous(15:50:44): These remotes aren't even offered with the service? Elvin(15:51:05): No I am sorry. Elvin(15:54:02): I haven't heard from you for a few moments. Would you like to continue chatting? Anonymous(15:55:37): I'd like to figure out a way to work this out Anonymous(15:56:04): I'm not pleased with the outcome Elvin(15:56:30): I understand how frustrating this must be. Unfortunately there is no more we can do for you. Anonymous(15:56:48): There is, but it seems you won't Elvin(15:57:43): I can see why you feel that way. Elvin(15:58:04): Is there anything else I can do for you with today? Anonymous(15:58:20): Can you tell me the cost of what Verizon pays for the remotes? Elvin(15:58:51): One moment Elvin(16:01:27): FiOS TV Remote Control (4 Device) is $17.99. Shipping charge is $5.99. Anonymous(16:02:01): I don't mean retail Anonymous(16:02:14): I mean what Verizon pays for a remote Elvin(16:02:25): That is all the information we can provide Anonymous(16:02:30): I can buy a remote a the dollar store Anonymous(16:02:53): We pay on average $221 a month on our bill Elvin(16:03:09): I understand. Anonymous(16:03:24): and we have a remote that doesn't work properly Anonymous(16:04:20): And you want to charge us an additional $24 Elvin(16:04:50): If the remote is out of warranty then a purchase would be needed. If it is in the warranty period our FIOS Technical Support Team can replace the remote with the same model. Anonymous(16:04:56): for something that we probably can both agree on costs a dollar or less to manufacture Anonymous(16:05:15): can you find out if we're within warranty? Elvin(16:05:51): I can transfer you to our FIOS Solutions Team if you like. Anonymous(16:06:24): no thanks- I'd like to work with you. You're a supervisor, correct? Anonymous(16:06:35): please find out for me. Elvin(16:08:56): It appears you are out of warranty. Anonymous(16:09:25): When did the warranty end? Elvin(16:09:55): 12 months after the start of your service. Anonymous(16:10:17): I just want to get this straight- if our remotes stop working... we have to pay for them? Anonymous(16:10:30): Our $221 monthly bill doesn't cover that? Elvin(16:10:41): Correct Anonymous(16:11:00): What about if the box stops working? Elvin(16:12:01): Set Top Box equipment is not bound by a warranty period. Anonymous(16:13:08): Our contract is up on Jan 3. What if the remotes are returned and one of them is not working- will we be charged? Elvin(16:13:59): No. Anonymous(16:14:33): Do you think this an unreasonable request? Elvin(16:15:05): I'm sorry about this. Anonymous(16:15:18): The RETAIL cost on your own website only shows a $3 difference between the two remotes. Anonymous(16:15:28): Don't be sorry- just make it right. Anonymous(16:15:52): oh- and there's $6 shipping too. let's not forget that. Elvin(16:16:12): There nothing more we can do for you. Anonymous(16:16:33): are you unable to control your computer system? Anonymous(16:17:02): because if you can control it- you could do something. Elvin(16:17:42): We cannot override the purchase process for remotes. Anonymous(16:18:14): Can you give a customer a credit? (careful how you answer) Elvin(16:19:30): We are unable to process a credit toward your account for this issue. Anonymous(16:19:56): Why are you "unable"? You are a supervisor, correct? Elvin(16:20:18): I am a supervisor. Elvin(16:21:44): I understand you are not happy with our process and procedures. Unfortunately, the remote is ou of warranty and if you would like to replace the remote there will be charge. It is unavoidable. Anonymous(16:22:19): I don't want to replace it. I just want one that can control the volume. Anonymous(16:23:40): I think that's very reasonable request since we spend $221 a month on Verizon service Elvin(16:23:45): If you do not want to replace it then adding a new remote would result in a fee. Anonymous(16:24:54): it's not broken so i just want one that works properly Elvin(16:24:59): I understand how you feel. Anonymous(16:25:14): great- so you'll take of the Verizon issue then. Elvin(16:26:30): I am sorry we are not able to process a remote for free and will not be issuing an adjustment to your account. Elvin(16:26:36): Is there anything else I can help you with today? Anonymous(16:27:41): that's not sufficient Elvin(16:29:17): I am sorry you do not like the response we have provided. If there is nothing less we will end this chat. Anonymous(16:29:28): is there someone higher above a supervisor i can speak with- someone who understands that losing a customer who pays $221 a month and has already spent over $5000 for the two years they have been a loyal customer Anonymous(16:29:52): over the cost of an over exaggerated, blown up cost of a remote? Elvin(16:30:08): I can have someone call you in 1-2 business days. What number can they reach you? Anonymous(16:30:24): that is not sufficient Anonymous(16:30:34): let's take care of this right now Anonymous(16:30:46): let's use logic Elvin(16:31:01): There is no higher Supervisor on chat in this department at this time. Anonymous(16:32:09): ok- so let's just stop wasting time over a cost of a remote to verizon which is probably a dollar or less. Anonymous(16:32:27): not asking for the world here Elvin(16:33:03): I Am sorry we are not able to process a remote for free and will not be issuing an adjustment to your account. Anonymous(16:33:54): why not? Elvin(16:34:54): We cannot override the purchase process for remotes. Anonymous(16:35:35): is there something wrong with your computer? Are you not a supervisor? Anonymous(16:35:51): Are you able to issue a credit? Elvin(16:36:22): There is nothing wrong with my system it works as designed and I am Supervisor. Anonymous(16:36:24): Just want you to know I'm posting this conversation online to public forums. Anonymous(16:37:10): I think this is very greedy on Verizon's part Anonymous(16:37:46): Provide the customer with a remote that doesn't allow for good service and charge a great deal more in order to make it right. Elvin(16:41:59): I am sorry if your remote is having trouble and is out of warranty (over 1 year old) and in order to get a replacement or adding an additional router requires a charge. The only example I can see is if you purchase a TV and it includes a remote and after a year goes by the manufacturer or store you purchased it from would not replace it for free. Anonymous(16:42:59): Are you playing ignorant? Do you understand what I am asking? Anonymous(16:43:09): Do you think this remote is broken? Anonymous(16:43:35): Can you please explain to me what you think is going on here? Elvin(16:46:47): If it is not broken but not meeting your needs you can purchase a new remote. The example above still applies if you get a TV with a remote but the remote is not sufficient for your needs the Manufacture or Store will not prove another model remote at no charge. Elvin(16:48:54): I haven't heard from you for a few moments. Would you like to continue chatting? Anonymous(16:49:00): hold on Elvin(16:52:37): I haven't heard from you for a few moments. Would you like to continue chatting? Anonymous(16:52:44): yes Anonymous(16:52:48): still typing Anonymous(16:54:00): I think you've made yourself look foolish enough- posting this to the online forums for the court of public opinion. I encourage everyone reading to contact the Better Business Bureau against Verizon- BBB is an excellent service. We're going to give a serious thought as to whether we'll be renewing our contract on Jan 3. Anonymous(16:54:39): A wholesale cost to Verizon has to be less than a dollar over a customer who has spent over $5000 Anonymous(16:55:20): This was a regrettable decision on your part Elvin of Verizon. Elvin(16:55:50): I'm sorry about this. Is there anything else I can help you with today? Anonymous(16:56:09): You could do what's right. Elvin(16:57:04): I am sorry you do not like the response we have provided. If there is nothing else we will end this chat. Anonymous(16:57:26): Answer me this- Anonymous(16:57:37): Do you think this makes sense on your part? Anonymous(16:57:49): Personally Elvin(16:58:14): I cannot give a personal response. Anonymous(16:59:24): Can you tell me what $221 - $1 equals? Elvin(17:00:35): Since there is nothing else we can do for this situation we will be ending this chat. Anonymous(17:01:03): you didn't answer my question Anonymous(17:01:32): you could tell me how much it costs Verizon wholesale for the cost of a remote? Elvin(17:02:23): We do not have that information to provide. Anonymous(17:02:42): you work for Verizon, correct? Anonymous(17:02:59): does the cost justify the means? Elvin(17:04:35): I am sorry. I am not going to answer question that is still debating the decision we have made. If there is nothing else we will end this chat. Anonymous(17:05:00): that's unfortunate Anonymous(17:06:53): For everyone reading- I'm not suggesting this, but Elvin here made it clear that broken boxes are covered under warranty. If the Better Business Bureau can't help- don't break them on purpose. Anonymous(17:07:03): Alright Elvin- we're done now. Elvin(17:08:29): Set Top Box equipment is not bound by a warranty period. and can be replaced at no charge. Elvin(17:08:55): I apologize for your confusion. Anonymous(17:09:23): No charge is good enough. Seems like they would cost a lot more than a remote. Elvin(17:11:10): Set Top Boxes have a rental charge associated with it. Elvin(17:11:26): Thank you for chatting with Verizon. Have a great day! Your session is now closed.

My husband and I constantly receive alerts from Verizon that we have used our data allowance and that we need to increase our data allowance at an additional cost. We don't use Skype or watch videos at all, and we text minimally. I would rather get my teeth extracted than make another trip to the Verizon store, where employees give you the run-around and never answer questions. Where do they even find these people who are consistently callous, boorish, and evasive? The "solution" is always to bump us up into the next pricier tier. How does Verizon get away with this?

I called in this morning because I accidentally made two payments to my account. The first girl I talked to was very polite and very understanding, but the situation was above her so I was transferred to a supervisor. That's where Stephanie #8444 came in. Never have I experienced such rudeness from someone on customer service. I explained my situation and that I needed to be credited one of the payments back to my account. I made an honest mistake and needed the money to be put back in so I didn't go into overdraft. The whole time I was nice because I've worked in customer service so I know how a lot of people can be. She said both payments were valid because I agreed to terms and conditions. Again, I told her it was a mistake on my part but I didn't feel like I should have to pay double for the month. Her exact words were " well I shouldn't have to pay for your mistake either." Really?! The money doesn't come from her pocket, it was MY money I need credited back. I told her how rude she was and asked for a corporate number. She refused to give it to me, so here I am. If she talks to all customers this way she shouldn't have a job there. When I find the correct number I will be issuing a formal complaint as well.

Between Verizon fios and Verizon (home), customer service is the worst I have ever dealt with. I was connected to another country where the representative kept me on the phone for 96 minutes and had NO knowledge or understanding. I was promised an exact amount for new fios service and that was a LIE. My home phone bill did not arrive until Dec.3rd and is due Dec. 7th. After 58 minutes, many different responses, and three "representatives" I figured out Verizon messed up and did not send bills out when they were supposed to. I AM GOING BACK TO DIRECTV!

Two weeks ago on 11-16-2015, after being a Verizon customer for over 7 years, Verizon disconnected my phone land line for no reason. After endless hours on the phone on hold, having to listen to HORRIBLE music, being disconnected many, many times and having to call back again, despite the fact that a call back number was given to the customer representative, dealing with incompetent customer service representatives who don't know what they are doing (except one person Marianna), having my Thanksgiving day severely disrupted and most of all my business line disconnected and losing God knows how much money, Verizon still has not restored my service to my original phone number! I had to order a new phone number which took many days and then was promised that only then my original number could be given back to me. This should have happened today. Well, it is December 1st and I am still waiting. If I had the choice I would definitely go with another carrier, but there is no other company in my area unfortunately. This should have never happened in the first place. A couple of months ago Verizon disconnected my sister's internet for no reason too and she had to jump through hoops for days to have it back. But this is now two weeks and counting? This is great material for a law suit and deserves a big compensation.