Verizon’s earns a 2.5-star rating from 1273 reviews, showing that the majority of customers are somewhat satisfied with service.
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contract fraud
I recently accepted an offer from Verizon FIOS for internet, TV, and unlimited telephone services. The offer was for $89.99 and was based upon confirmation of costs.
Extra costs were confirmed by a Verizon representative at the time of offer acceptance as being for a DVR box capable of play back any room and taxes & fees. The rep confirmed there would be no extra costs for two additional converter boxes or hidden fees. The install was confirmed as being no cost.
The service was installed, the bill came, the bill was incorrect and is over $266.00.
1. The bill had a monthly charge of $99.99, not $89.99.
2. There are prorated charges for partial month services which are based standard pricing, not special offer pricing.
3. Charges for remote control rentals.
4. Charges for 2 extra converter boxes.
5. Installation charge.
6. And a few others I can't recall
Three hours and three people later my wife was informed of the following:
1. $89.99 offer was discontinued and we were given the $99.99 deal. No one asked if we agreed to this.
2. All the charges will remain, we were "misinformed" and nothing can be done to remove the un-agreed upon charges.
My wife and I believe we have been defrauded by Verizon. We believe the Verizon representative which confirmed all of the charges prior to our agreement to a 2 year contract was either incompetent or willfully deceived us.
The fact that three customer service people were unable to correct the problems further reinforces our believe that Verizon willfully endorses and encourages fraudulent statements from their representatives. In our opinion, Verizon, in their bid to create competition with other TV, internet, and phone service providers have taken on a practice of deception, fraud, and unethical business practices.
I encourage all of you who intend to enter into a contract with Verizon FIOS to get your entire contract, line item by line item in writing prior to signing any agreement. Make Verizon document the details of the contract prior to signing.
We intend to spread this message around the internet to reach as many consumers as we can. I hope this helps others in advance.
The complaint has been investigated and resolved to the customer’s satisfaction.
security deposit not returned
My complaint concerns Verizon Wireless, and their lack of returning security deposits. I had bought myself a new phone, and signed a new two-year contract with Verizon in October/November of 2007. I was told by the sales associate that I dealt with, that if I paid all of my bills on time for the first 12 months of service, that I would get my security deposit of almost $200 returned to me. Surprise surprise, this never happened. After a couple months without any sign of a check or credit to my account, I called up customer service. Things started out pleasantly enough, as the representative I dealt with took down my information, recorded the problem, and told me that their Treasury Dept. would look into the matter, and all should be fixed. A couple days later I called back to check on their progress as I was instructed to do. I was handed off to a different representative than the one I was on the phone with before, and the complexion of the conversation was completely different. I related the nature of the last phone call to her, and not much was accomplished. She asked if I had followed the directions that the last person I had spoken with gave to me. I told her yes, as the only thing I was instructed to do was call them back after a couple days. Suddenly, it turns out that I have to fax them proof that the security deposit was paid, and proof of how it was paid. Not to mention the fact that she was quite rude to me over the phone, and talked to me the entire time like I was stupid. I find this to be totally ridiculous since the fact that I have an active account and phone with them to be proof enough. I wouldn't have any of that had I not paid the deposit. If you do decide to sign with Verizon, which I'm not so sure I'll be doing again, be prepared to jump through hoops to get your own money back.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am among the thousands of unhappy Verizon Wireless customers. Recieved a Blackberry Storm by mail. Activated by an in store representative, only to later find out that I was being billed for a Data Plan subscription that I was not informed of beforehand, and that I did not accept. Attempted to return the phone numerous times, and have dealt with Customer Care a half a dozen times. Its been 8 months.
Finally I discovered how to reach the Executive Relations team at Verizon Wireless. They are the only ones who can help resolve your problem, short of having an attorney contact them. BTW, I subscribe to Pre-Paid Legal for $35 a month, and their attorneys at no additional charge, will contact Verizon Wireless. Find me on twitter.com/verizoncustomer .
Share your experiences online and then email me at verizon.sucks@yahoo.com . I will forward you important contact information to reach the real decision makers at Verizon Wireless, the Executive Relations team.
failure to waive early termination fee
So I've been looking to get an iPhone and get out of the 1.5 years I have left with Verizon. I stumbled onto this forum looking for a way out. Sure enough I read this clip out of the Customer Agreement and I saw a light at the end of the tunnel:
Our Rights to Make Changes
Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.
After reading this I looked at my bill as of July 1st, 2009, Verizon has raised their Administrative charges from $0.85 up to $0.92. To me this qualified as a price increase. What follows is my ordeal with Verizon. If you don't want to read the rest of this- the answer is No, I wasn't able to get out of the ETF.
1. Called Verizon and spoke with a woman named Africa (no joke). I explained the situation and the price increase and informed her of the customer agreement. She replied saying that the Administrative Charge was a tax and there was nothing Verizon could do about it. First problem, I believed her. I then complained about the GPS being locked (I've got an Omnia). Got nowhere... 30 minutes later I was off the phone. I then went to Verizons website and saw their explanation of charges that states:
"Administrative Charge, helps defray certain costs we incur, currently including (i) charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers, (ii) fees and assessments on network facilities and service, and (iii) certain costs and charges associated with proceedings related to new cell site construction. Please note that these are Verizon Wireless charges, not taxes."
2. Realizing she either lied to me or doesn't know what she is talking about I called up VZ again. Explained the situation again to another guy who said it was a tax. I told him to look it up under explanation of charges. He said he couldn't find any explanation of charges (WTF?)... Finally, he talked to his supervisor and was given a copy of them (easily available on their own website). After reading it he said it looks like you are right, let me put you on hold.
After 15 minutes he came back and said he could not waive the ETF because his supervisor said the price change had to be more than one dollar a month... Basically his supervisor was throwing BS out there, so I asked to talk with her. She explained very confidently that it is a Verizon policy that the price change has to be more than one dollar per month to qualify for a waive on the ETF. I asked her if it says that in the Customer Agreement. Yep, she says. I ask her if she is looking at it and where it says that (I had the agreement up on my screen). Her response- at the bottom of the page. I asked how many paragraphs up from the bottom? "I'm sorry sir, I'm not actually able to look at the customer agreement, but it is in there and it's towards the bottom."
(Blood pressure rising). One minute she tells me she is reading it, the next minute she says that she can't pull up her own companies customer service agreement? Are you joking. I asked for a different manager. She said she was the only one there. She then assured me that she was right and since it didn't qualify for the dollar increase I'd be charged the full ETF. She told me I could send a fax over to Verizon Customer Correspondence... a fax. I asked for a phone number. "I'm sorry sir, they don't have a phone number." Before my heart explodes I end the phone call.
3. Third times I charm... I officially hate Verizon. I talk to a woman, who after getting my name and number immediately puts me on hold for 10 minutes. I explain the situation and she says, that she will credit me the $0.07 difference for the next 6 months. She says this way there won't be an "material adverse effect" and there fore I didn't qualify for the ETF. Long story short, I speak with the manager, who effectively says the same thing. I told them I don't want the credit, but I want my ETF waived, like it says in the customer agreement. No can do she says.
It's quite obvious that customer service and customer agreements for that matter don't mean much to Verizon. Their priorities lie in nickel and diming the customer, probably hoping they won't notice or they won't call back if they get disconnected while on the phone with customer service (happened once already today).
I hope someone has more luck that me. At this point, I'm thoroughly sickened by Verizons greed and I'll be picking up an iPhone later today.
By the way Mike, how long have you worked for Verizon? I noticed you have 14 comments- all about how stupid people are to question Verizon. Do yourself a favor and stop being such a [censored]. You make me dislike Verizon even more.
Last time I checked, a $0.07 increase is a materially adverse effect. 2. Read the rest of the customer service agreement: IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.
After speaking with another manager (4th one), he agreed that I should be able to cancel without an ETF. He said he'd make a note to have it waived. Guess what just came- my invoice for $140 ETF. Lying [censored]bags.
And, I filed a complaint with the BBB- here is Verizons response:
Dear Mr. Bocchicchio:
This is in response to the above-referenced complaint filed by Mr. Jones, received by Verizon Wireless on June 27, 2009. Mr. Jones reports Mr. Jones reports he is in dispute of Verizon Wireless' proposed administrative fee increase and asks that he be allowed to cancel service without the application of the standard early termination fee. Mr. Jones points out that based upon the terms of his customer agreement, any increase in charges that have a material adverse affect, allows customers to cancel without an early termination fee. As a result Mr. Jones is requesting that as a result of his recent cancelation of service, he is requesting Verizon Wireless waive his incurred $140.00 early termination fee.
Upon review of Mr. Jones's concerns, we find that based upon the .07-cent administrative monthly fee increase, Mr. Jones's account would have otherwise incurred a total additional cost of $1.12 over the remaining 16-months of his customer agreement with our company. Therefore, as a courtesy, and as a means of finding resolution, Verizon Wireless offered to provide Mr. Jones with this $1.12 adjustment thereby affectively removing any financial impact of the proposed rate increase. However, for reasons that are not clear, Mr. Jones opted to decline this offer and instead chose to cancel service.
Verizon Wireless points out that based upon Mr. Jones 2-year customer agreement any cancelation of service prior to November 26, 2010, would result in a standard early termination fee up to $175.00. With Mr. Jones having canceled service as of July 21, 2009, his account was appropriately charged the reduced cancelation rate of $140.00. Verizon Wireless clarifies that our standard $175.00 early termination fees are reduced by $5.00 for each month of service Mr. Jones maintained with Verizon Wireless and is reflected in the reduced cancelation charge of $140.00. In light of the above information, it is the position of Verizon Wireless that Mr. Jones account was appropriately and accurately billed for his cancelation of service and we are therefore respectfully declining Mr. Jones request for a waiver of these charges.
In conclusion, it is our hope that we have adequately clarified our position regarding the above mentioned concerns. Verizon Wireless regrets any inconvenience this matter may have caused. Should Mr. Jones have any questions regarding this response, he may contact the undersigned at [protected] between the hours of 7:00a.m. to 5:00p.m. (PST).
Respectfully,
Dale Knight
Executive Office Consultant
Verizon Wireless-West Area
The complaint has been investigated and resolved to the customer’s satisfaction.
I lost got sick went on medical leave lost track.After they shut me off I did`nt know the bill was still going, then the new company took over the bill doubled.I owe 1100.00 now.
OK. I had Verizon phone service which was purchased by Fairpoint, although I'm still getting bills from Verizon. Every time it rained for years my phone service would not be clear and in heavy rain it would go completely out. Verizon came again and again and said they would fix it. Over a year ago a repairman came and I asked the guy what this little box sticking out of the ground across the street was. My neighbors and I had wondered about it for years. It looked like cable or telephone wires to us. Well, after investigation, it turned out that it was my telephone line which for some reason, construction, whatever had been exposed for years, thus the problem with the rain. The Verizon guy said he could only do a temporary fix right now which consisted of him digging a hole with his foot and burying my mangled phone line/box. That week I ported my phone to Comcast. It was December. It took until February for Verizon/Fairpoint to give up my number to Comcast. Then I started getting bizarre bills. First on my last bill I got long distance charges for a plan that had unlimited long distance. Then I got a bill from them for the first month I had phone service with Comcast. There were charges for information calls and other weird things. How could I call information from a phone that was no longer connected? I called Fairpoint who was still using the same customer Service people as Verizon and they weren't at all helpful and just explained that their billing system went wacko and was billing customers they didn't have anymore. I had to go to a consumer organization to get Verizon to give me my money back. Verizon only gave part of it back and the company has been billing me monthly for over a year with every bill containing a threat that if I didn't pay up that destroy my credit. Well, Fairpoint bought Verizon and I guess is the one who is really billing me now. Both companies are awful and have horrendous customer service. Fairpoint is actually worse than Verizon which I thought would have been impossible.
I started a new business, but haven't made any money yet. From July 12-August 2, 2008, I rented a cottage on Cape Cod. I had rented that house continually since 2001. The house only has dial up service. I called the Verizon number listed on the website for dial up information so that I could use my laptop to receive email and do research for work. The customer service person was obviously Indian although he used an American name John. John couldn’t understand what I was asking for. There was no supervisor on duty. Finally, after two rounds of John leaving me on hold, he came back and gave me a phone number. The number was in the next town. It seemed reasonable to me, and I linked up the computer daily to that number. In the past, each fall after I rented that cottage, the rental co. sent me a bill for $30 to 40, which was similar to bill for all previous years. I’ve always had a number to link to that was in another town.
In August, I received a call from the Rental company that the owner of the cottage had received a bill for $929.89! Of course, the owner Mrs. X was very upset, but she paid the bill, and expects me to pay her back. I was astounded by the amount of the bill, which I was sure was a mistake. I called Verizon customer service. I talked to a supervisor, and she talked with someone and was able to deduct half of the bill, which was supposed to be refunded to Mrs. X. However, Verizon put the refund as a credit on her bill. I was still concerned about the remainder of the huge bill, and asked her for the information for customer service. I have called and written several times. I still owe over $400 to Mrs. X, and I have lost use of the house.
Well lets see i have been waiting for my severices for about a week to be put back on, and all i have been doing is calling them twice a day and they keep telling my that the severices will be back on by Middnigh. I have been told this about four times and i am so tired. I have lost about Five hunderd dollars becasue all of this . and my severices is still not on.
I am just reporting to all of you people that use Verizon Internet . I feel sorry that you have to put up the attitude of the company. They are a bunch of ###s and like to fire employees for no reason from a third party call center. I use to work for a call center in London, Ontario Canada and the name of the company is Tele Tech Communications. They say that they are being audited and that is there excuse to get rid of you. If You have verizon internet or any type of verizon products I wouldn't even use them.
All they are going to do is treat you like a piece of garbage and same with there dispatch which they are out source in Idia which you can't stand one word of english. If I were you people get satellite from Comcast or Any other company that is going to give you a deal instead of a company that is going to rip you off. IF you read this take this in consideration.
On Nov 30, 2011, I ordered the Verizon FIOS “triple play” package- TV, phone and internet services, and scheduled the install on Dec 17, 2011. The Verizon web site stated I should allow a 4-6 hour window for the install. The person I spoke with stated I needed to be available between 8am and 5pm (9 hr window). They stated a tech would call Dec 17 (the day of the install) to coordinate their visit. They assured me that despite the wait, billing would not commence until installation was complete.
Dec 17 arrived and I checked the Verizon site in the morning. It showed an appointment and an installations scheduled between 8am and 5pm. I decided to call at 8am to verify, but got a recording stating that their offices did not open until 9am. I called about 9:15 and was told that there was an order in the system, but that there was an error code, and that the call was not dispatched. After spending about 45 minutes on the phone, they stated that I did not need to stay on, that they should be able to figure out what the error meant and correct it. I stated that I already set aside the day and wanted to have the install performed on the scheduled day as agreed. They stated that they should be able to correct the error and have FIOS installed that day. (End of call about 10am.) I asked that they follow up and apprise me of the status, and they agreed to do so.
I did not hear back, and after several hours called Verizon (about 12:30) to make sure then error was corrected and that the install would be completed on 12/17. The rep stated that there was an error on the system of the installers’ group, but no error on their system. They could not tell me what the error meant.. I stayed on over an hour and a half while they tried to find out what was going on. I had to ask to speak with a supervisor SIX times (politely 3 times, then demand 3 more times) before they would put one on the line with me.
The supervisor stated that the order has a defect and would have to be cancelled, and that we would have to start from scratch. This would mean a completely wasted day, and likely having to a number of wait weeks more before I could get FIOS installed. I explained that I was very unhappy, and chose to cancel. The supervisor stated that I would get a call later confirming the cancellation.
I got a call later that day stating that the error prevented them from cancelling the order, and that it would have to wait until their business office was open on Monday. He also suggested that Verizon might charge for services. (Mind you, services I never even received, since they never visited, and never installed anything.)
If there was a problem with the order, Verizon had 17 days to realize and correct their error, or at a minimum, notify me of a problem so that I would not have wasted a day for no reason at all. If I had not called to find out the status, the day would have come and gone with no word from Verizon. This is not a way to generate goodwill with a customer. I was finally so disgusted with Verizon’s handling of the matter that I chose to cancel my order. I am currently evaluating other vendors.
I naively anticipated that Verizon would provide efficient and professional service, but I was most disappointed to find out that they were disorganized, had competency issues, and were not customer friendly.
I had a contract with directv, account# [protected]
i decided to discontinue my service with them because i was moving out .so i call to cancel it and they sended me the last bill with an early termination fee of $200.00, so i payed it off but after that Verizon send me another bill for 90+ dollar so i contact them and ask why they were charging me this money and they said that they provide me with a service so i had to pay since i knew this could afect my credit score, but i was not aware that direct TV provide me with phone and internet thru Verizon, but in my knowledge i only had a contract with direct TV not with Verizon so if they have any issue they should solve it with direct tv. know i have verizon after me placing negative credit on my credit report and i dont understand why they are doing this since my balance was $0.00 in both bill.
I had a contract with Verizon thru our government employer. Since their contract was terminated two years ago, I still continued the service. Sometime in Februay 2011 their customer service advised me to have switch to personal account so I can access easily without going to customer service. Which I did. Next billing I received two billings, one from old account which showed that I had an overpayment of $88 and another invoice for new account. When I learned I had a refund, I called the customer service how to get the refund. Customer Service No 1. got my call. I asked how could I get the refund or transfer it to my new account. CS1 (Customer Service 1) said, eventhough it showd negative 88, I was not overpaid. I asked him, do you know how read negative and positive figures. Then he asked, in what way I paid my bill, by electronic transfer, by credit card or by check and if it were a check what is the check number. I told him it had nothing to do how I paid. This conversation would not result to anything because CS1 did not know anything. So I asked the supervisor, CS1 put me on hold for 6 to 10 minuntes, until somebody picked up the phone which was not the supervisor but anthoer customer service represantative (Customer Service 2). I told him to look to my old account. This is what he said "We overpaid you, how do you want to refund you, by check or by transferring to my new account. I told him just transfer to my account... Scene 2 -- I received call from Verizon (CS3) that I was overdue for payment for my new account (this kind of service they are quick). I told CS3 that I paid that amount and checked my old account it might went there. Which it did and at the same time I inquired to CS3 if the $88 from my old account had been transferred to my new account. CS3 said no, because this was with the contract with my gov't employer. Somebody from that agency needs to contact Verizon if it would be alright to refund the money to me. I said the contract between you and my employer had been terminated two years ago and they had nothing to do with this now. Your telling me that the money I paid to my new account which went to my old account it should be my employer to ask you to transfer them to my new account. CS3 said yes. I gave CS3 two examples: (1) This what I said, first of all, the payment that went to my old account should be rejected because that account had been closed, just like the bank, you can not make deposit or make payment in closed account. Example 2: If somebody from other States made mistake and the payment went to my old account, what would you tell them, to contact my employer. CS3 paused and consulted CS3's supervisor. This was advised to me, "call my bank and request reverse or recall the payment." .. I followed that. They told me something and they did different. I found out they just transferred the payment to may old account. If they could do that, why do they need to tell me to contact my bank. And my refund for old account, yes I received it after two months but payable to my employer. My employer endorsed the check payable to me. Scene 4 --- I got tired of Verizon's attitude, so I switched to T-Mobile (which I got better government discount than Verizon) on May 14. My Verizon bills run every 2nd of the month. T-Mobile told by switching the phone numbers it should automatic terminated the contract (but not for Verizon). I was counting I should received refund from Verizon from May 14 to June 2 (no service ever rendered from Verizon at this period. I tried to use my old phone, it was disconnected already. That means no service, but Verizon disconnected my service effective June 2 eventhough no service provided between May 14 to June 2. CS4 said the Verizon did not pro-rate. --- I call this a robbery. If you missed the payment, you received call right away from Verizon, but if you have a refund...sorry!
I requested my wireless phone services be suspended. After several months they automatically turn phone back on without my consent. I did not use the phone or any services but was stilled billed. I talked to customer service supervisor and got bill adjustment down and was promised no further charges. Another month of charges was next added. I believe it is unfair and unethical to charge for services not used. I believe it is unethical to be promised no additional billing and then be continued to be billed. I talked to Verizon Recovery Department about my expanding bill and the customer supervisor promise of "no more billing" and there response was I could "court subpoena the voice recording of my conversation with the supervisor and they would honor the agreement" but otherwise the supervisor did not make notes in my file so I was liable for the additional charges.
Verizon had mistakenly opened up 2 accounts under my name.
I called and informed them of thier error.
They told me that the 77.04 charge would be resolved, and I would not need to send payment.
They also told me that this account would be discontinued.
I am still receiving bills for this amount.
Please contact Verizon, and resolve this matter.
Thank you,
Mark Grasseschi
poor customer service orem ut
We pay Verizon Wireless nearly 800.00 a month through our business account. The last three times I have gone in to get a phone usually an upgraded more expensive one I have sat and waited a min of 20 minutes. Yesterday July 8, 2009, I walked in and there were only 5 people in the store and 4 represenatives to help. I thought oh this isn't bad so I waited and waited after 20 minutes they had on;y helped one person. The poor lady behind me only wanted to buy a car charger. I was on a 30 minute lunch break and had to walk out. The sad thing is I've sat there for 40 minutes before to even get to the front of the line. The most irritating thing about yesterday is that the manager was just walking behind the employees and standing behined them saying nothing to the customers waiting or offering to help at all. They should have seperate lines for accessories, customer service, and purchases and activations. They are absolutely horrible and dispapointing. Whe our contact is up we are switching. Who has time to sit in line for 20-60 minutes even to buy a charger. Orem UT Verizon store on University Parkway you suck and the management needs to get fired!
The complaint has been investigated and resolved to the customer’s satisfaction.
I am among the thousands of unhappy Verizon Wireless customers. Recieved a Blackberry Storm by mail. Activated by an in store representative, only to later find out that I was being billed for a Data Plan subscription that I was not informed of beforehand, and that I did not accept. Attempted to return the phone numerous times, and have dealt with Customer Care a half a dozen times. Its been 8 months.
Finally I discovered how to reach the Executive Relations team at Verizon Wireless. They are the only ones who can help resolve your problem, short of having an attorney contact them. BTW, I subscribe to Pre-Paid Legal for $35 a month, and their attorneys at no additional charge, will contact Verizon Wireless. Find me on twitter.com/verizoncustomer .
Share your experiences online and then email me at verizon.sucks@yahoo.com . I will forward you important contact information to reach the real decision makers at Verizon Wireless, the Executive Relations team.
owe a unpaid balance
They made up an nonexisting account that they said is in my name form Verizon to pay a outsanding balance for a disconnencted. Called Verizon they said there was no such account and I didn't owe that balance
The complaint has been investigated and resolved to the customer’s satisfaction.
customer has to pay for replacement hdmi cables?
When is Verizon FiOS going to stop their FiOS scam? I ordered a HD package, had to wait 4 weeks for the technician to arrive and spend all day installing the system.
The FiOS system has been quirky from day one. Sometimes my HD picture is good, someday bad. Then, I got the dreaded NO SIGNAL problem. After spending 45 minutes listening to that insipid IVR system, I finally got to talk to a REAL PERSON! This young lady spoke excellent, unaccented English, knew her stuff and worked with me for over an hour to find the problem. Finally, we both concluded the HDMI cable was bad. Now, here's the kicker - I WAS TOLD I HAD TO PAY FOR REPLACEMENT COMPONENT CABLES! Problem is VERIZON PROVIDED THE CABLE IN THE FIRST PLACE!
I could tell she was just as pissed as I am but she couldn't do anything about it. She told me Verizon considers the cable, once installed, is my property so I'm out big bucks.
Deceptive business practices, POS crap for equipment, Customer Service from Hell and, if you're lucky to get a knowledgeable technician, their hands are tied.
The complaint has been investigated and resolved to the customer’s satisfaction.
www.cablewholesale.com has inexpensive but high quality HDMI cables and component video cables.
they shut me off over $100
OK- so everyone knows by now that Verizon's billing system is a total nightmare. I had moved from Comcast to verizon (as did everyone in my neighborhood) because we were all offered sweet deals for the first year.
After that year was up, so were the deals and it ended up being more expensive than comcast.
I was paying for 20/5 internet and on a GOOD NIGHT only got 6 down. My land line phone (which we only used 1-2 times per month)was $70.
Long story short, I canceled my Internet & Landline Phone service leaving my FIOS TV and my cell.
Yesterday, My TV service was suspended because my bill was past due by not even 1 month. The total bill was $176.43 and is currently due next week (July 7). After about 2.5 hours of my time and 6 people later, they informed me that i was shut off for $102. Yes- you indeed read that correctly - One Hundred Two Dollars.
So, I have since canceled all verizon services and welcomed comcast back into my home (theyre almost just as bad).
The complaint has been investigated and resolved to the customer’s satisfaction.
over billing
My complaint is detailed in this letter to the company:
To whom it may concern,
I don’t know if this is the proper channel to address my complaint and if it isn’t please pass it along because I will seek other channels until I’m heard. I’m one of those many people through loss of job, finding new job at lower pay, losing home and now having to file bankruptcy that you have heard about all across America right now. My financial situation is the worst that I have ever been in right now. I’m not stating this to draw sympathy but merely stating facts. I have tried to maintain some aspects of my life like keeping me and my son’s cell phone on because like my life my car is not the most reliable. I have tried to communicate with Verizon over this past year whenever I couldn’t pay my bill on time and sometimes that hasn’t helped (ex: last month my month was turned off because it took me 3 payments to pay my bill). In a world that people are losing their jobs and homes you expect to find some compassion and understanding. I have communicated my situation to Verizon on numerous occasions and find that no one takes the time to notate my account so I won’t have to keep repeating myself over and over about an already painful situation and embarrassing one. Now I find yet another issue with Verizon. My July due bill is twice as much as I normally pay and for a person in my position that is not just a drop in the bucket and I can add it easily to my growing mound of bills I’m responsible for. I called Verizon twice on 07/01/09(call dropped while I was talking to a rep) to find out why my bill was so high. I was told that Verizon failed to bill me access charges last month so I’m being billed for them this month. What an outrage! I would rather go with a prepaid service then continue to deal with a company that has no morals or compassion for it’s customers to think that it would be okay because Verizon made a mistake that it will be costly for me. I can barely afford to pay my regular bill every month. And the only thing I’m told is we are sorry for the inconvenience (What a joke!) I’m the one that if I don’t pay my bill my phone will be turned off and if I cancel I will be charged a cancellation charge yet right now that’s what I’m contemplating because I’m tired of companies that continue to get over and have no meaning of customer service and what it really means. Whether this changes anything I will be filing complaints with whomever I can against this company so that everyone will know what type of company you really are. I will use the internet to reach thousands because I’m sure I’m not the only one that has experienced such poor customer service with no attempts at making it right!
Dionne Lowery
The complaint has been investigated and resolved to the customer’s satisfaction.
I was billed an additional data charge of $ 7.95 for an already billed $ 2.99 ringtone download. Verizon Wireless stated "This is the charge for downloading the software and browsing", for which I would not have paid. I was basically told that I would incur the data charge every time I did a download. I didn't mind that $ 2.99, as I was prompted to approve it, but they don't tell you about the additional data-usage charges in addition to this. They should inform you of this charge, but they do not. I learned a lesson, as I will definitely not download anything again!
NO VERIZON ON MY HORIZON!
In mid July 2009, I walked up to the Verizon kiosk at a local mall and inquired about their “Friends & Family” plan. My youngest son was born totally deaf after my Vietnam combat exposure to Agent Orange and unlimited text messaging was a God send in opening his world of communication. My ex-wife is one of my best friends and my oldest son lives in Vegas. I felt the Verizon package to be beneficial communication with my family. We purchased 4 phones, one upgraded with a keyboard for my deaf son and skipped off into the sunset thrilled with our new service and tools.
My glee ceased when I received my first bill estimated at the time of subscription to be $248; it was over $700 and included all the phones I had already paid for, insurance on 4 phones which I had declined in writing, excess minutes and a host of other things too numerous to mention. I returned to the mall kiosk and found that the attitudes of Verizon employees change to customer contempt when they are confronted with legitimate questions. I was told they would get it straightened out and get back to me with a properly credited bill and was instructed to sit down and shut up. Their next step was to shut off my service for not paying the erroneous $700 bill. Now my deaf son who had just started a new job (the likes of which depended on his ability to communicate via text messaging) was left without communication. After several more confrontations with each side questioning the others competency to qualify as humans; several of the overcharges were removed, I paid the remainder and our service was reinstated. However, now they added a $60 charge to reconnect the 4 lines which dramatically involved the gaggle of technicians they show on television as backup and it took one of them damn near 7 minutes to reinstate all 4 lines for the $60.
From that day forward for two years now every monthly billing has become a personal time consuming nightmare.
1 They advertise that there is no charge for calls between Verizon customers and “off-peak” calls; true statement however the call minutes on all of these categories are deducted from the specified monthly amount of minutes contracted for which of course runs you out of minutes and overage charges accrue each month after that contracted plateau is reached. I have repeatedly requested of Verizon employees both verbally with witnesses and in writing that I be shown where those minutes in question are deducted from my contracted allotment prior to billing as I was told in every instance, however to date they have refused to show me.
2. My calling plan has changed 3 times in two years, clearly shown on the billings and I am now told in writing that it is all the same plan, only the name has changed 3 times in a year.
3. I added another phone to the “contract” and was told it would not change the terms of the “contract” whatever they may be and this presented a whole new series of events which I will not go into now. My 2 years of aggravation and servitude under some sort of adhesion “contract” ended on the 26th of July 2011 and I switched 3 lines to another service. I went directly to a Verizon store and cancelled the remaining two lines and was told it would be an additional $60 unless I waited until July 24th. I swallowed the heartfelt comment almost uttered but the drone behind the counter sensed he had fallen into bad water and called a manager who quickly approached from my left and displayed the stereotype image of a fat slob with nickel sized objects inserted into his pierced ear lobe holes and shaking in time to his belly fat which had also un-tucked his shirt in various places around his belt overlapping middle. The irony of the whole employee scenario directly linked to Verizon caused me to laugh out loud. I asked for and got a receipt and left the premises. Today Verizon called on one of our original Verizon numbers now transferred to a new service and said I have a $550. bill and threatened to “interrupt“ my service. This time they will be required to justify this present amount along with every penny charged over the past two years under the scrutiny of a microscope manned by many previous Verizon customers who have figured out their deceptive billing practices. I personally have kept every communication, billing and have printed out call details monthly as have others. The call records are available monthly on the Verizon Website for their customers but are displayed in headache provoking 4 pt type.
4. Feeling as though I had become a whiner and complainer and was just a victim of a serious run of mistakes I googled specifically “Verizon Complaints” (restricted to that exact phrase only) and got a whopping 18, 000 websites and contacts ranging from a few people to 5, 000 people each and after reading several of the websites found my situation repeated ad naseum by thousands of other people. While it did give me a warm fuzzy to know that I was not alone, it also disgusted me that such a situation exists in America.
5. My small investigation led me to the fact that Verizon Wireless has a contract providing cell phone service to Federal government employees. As a courtesy to Verizon I informed them via email that I was preparing FOIA requests to the appropriate government accounting offices for a copy of said contract. I received a call stating that such was a private contract to which I replied to with the fact that it was a contract between Verizon and approximately 160 million taxpayers who are paying the bills. It will be interesting to see what Verizon is charging us along with whom and how often our government servants are calling on our nickel in these economically challenging times..
All I ever wanted on July 26, 2009 was to subscribe to a service for a specified monthly amount in order to make and receive a few phone calls and provide my deaf son with a means of communication. It turned out to be a hideous marriage in the beginning and went downhill from there. I requested Verizon to honor the fact that I went into mortal combat in Vietnam, raised a deaf son as a result, and it was all done to protect their right to treat me like garbage. They did not respond to this request either. My service including that of my deaf son has been interrupted six times over the past two years when I have questioned a bloated bill; contrary to specific guidelines in the Americans With Disabilities Act and incurred $60 to &75 dollar reconnect fees on each occasion with nothing but road apple and meadow muffin explanations from Verizon employees.
I have spoken with several attorney’s who agreed to take the case and felt certain a victory would be the end result; they humorously responded however that I should be advised to do the math. If a large company overcharged a million of their customers $50 a month while only a few complained and even filed charges that settlement refund of 2 or 3 or even 5 million dollars was nothing compared to their monthly 50 million dollar profit. They advised me that I had little chance of stopping a large corporation. I don’t want to stop them; all I ever wanted is my overcharges refunded. The only bonus to me would be to see people stop subscribing to their service. I will post the complete details of my ordeal on numerous websites for anyone interested. I will also post the results of our investigation into the marriage of Verizon and the Federal government. Right now I mainly feel a sense of relief being free of monthly horror of receiving a Verizon phone bill.
Sincerely,
Dennis Grover, American
I could not agree more a class action Suit should be filed against Verizon Wireless and Verizon. Here is my story...I was a Verizon Customer since before they were Verizon...They were called Bell Atlantic, then Bell Atlantic nynex Mobil, and then Verizon Wireless. So, in 2005 I went to my local VW Retail store, explained that I wanted a second phone added to my plan (one for business and one for personal useage) have them in a family plan. The agent set me up with the "all new" LG9800" the envy before it was called the envy. Anyways..When I singed the nearly 32 inch long receipt the agent said i was all set up and taken care of. No issues until 2 months later...I was getting ready to make a call and it said forbidden...I called they said my bill wasn't paid..so I paid it over the phone not thinking about it..the following month...my other phone stopped working same issue...I paid it as well...the 4th and 5th months...same problem...however this time I called and spoke to an agent if you need the name i can supply it...They explained the plans had been created seperately...and until the bills were current I could not modify or correct the issue...meanwhile...my bill was supposed to be $98.00 per month for BOTH phones...When I went back into my records over the course of the 6 months I paid in nearly $800 to this company. Here is the best part. When I said why not fix the bill and if there is anything left to pay or refunded lets sort it out then...NO...you pay first...that was an additional 245 dollars..So now..for something that was supposed to be in the 600 dollars is now at over $1000. Fine I paid it..supposedly got it corrected...2 months later my phone shut off again...this time I refused to pay...I went to the VWS I got the phone demanded the store manager fix this now, or I would immediately drop the phones and move to ATT...well he fixed it, they refused to refund the remaining 364 dollars so they gave me a credit...well what i thought was a credit...Phones worked fine for about 6 more months...Then I got a letter from a collection agency requesting that i pay $364 plus a fee of $75 or risk being sued. I took the letter and receipt back to the store demanding what this is...he said it was for something else...non related...hmmm even amount...I called the collection agency...I finally got a number from the person at verizon wireless that submitted it...called them and they said it was from the phone that was added to the family plan which included a $175 early termination fee...I'm like are you kidding me...she said yes because me terminating the plan prior to it's date caused the term fee to be assessed...and the remaining bills that were not paid...So...I disputed the charges from the collection agency and demanded to Verizon that they get this resolved. Well a billing manager I can supply names if you need them...that a letter was sent to the agency to remove the collection notice...When I got 4 more collection notices in consecutive months, I sent a letter to Verizon Wireless Corporate, informing them I would be dropping my cell phones and moving to AT&T..This I can't make up...Mark Williams at the time was Head of Customer Care Division actually told me he didn't really care that I was just one in 6 million customers, if I did drop they would attach the term fees on both lines and then if it weren't paid I'd be sued for the remainder...Well I actually recorded that conversation...Sent it to an attorney for customer advocacy but I recorded without his concent and was not admissable. So I dropped Verizon and went with AT&T and even kept my existing phone numbers! I didnt hear anything back until last year..Verizon Wireless placed a bad cancelled debt gaarnishment on my credit report in the amount of $798...I found this out trying to obtain a car loan...I got hit an additional 7% interest due to this complete BS...from these incompetant goons...But in the end...I still refuse to pay that bill and will continue to do so...I even have a drafted letter to dispute any collection attempts...The Credit Beureaus are investigating the Bad Debt and I hope to have it resolved soon. Here is what i say...Thanks Verizon for your awesome Customer Care.
Remember, I am just one of 6 million...
on a 2yr contract had to call almost every month to fight over billing could give more examples of the way they rip you off but don't feel like typing that much... class auction lawsuit is needed
charges that you are agreeing to our stated in you customer agreement you can view this at verizonwireless.com. also any time you start service or change a price plan and confrimation letter is sent stating the changes made and features listed on the account. w/o a data plan one of those features then is pay as you use mb charges. also listed on the side of you bill is what your plan includes and will state if there is no data package pay as you use megabytes. occassionly as well this message will appear when you access the get now or media center.
Verizon offers the customer many different ways to view and pay their bill. You not getting charged one month should have set off a red flag in your head before you got the second bill. Did you honestly think you were just going to get forgotten about for a month and hopefully you would receive free service? It is ultimately the consumers responsibility to pay their bill. As far as the payment plan goes, Verizon works with customers not to get shut off, however that does not mean you just can pay what you want when you want. They still have a business to run and as unfortunate as your situation is, you however are not doing everything you can to help your situation either. I know for a fact that Verizon has $20 a month plans you can utilize so if you need to get a hold of someone "just in case", you can. The real problem is that, that type of calling plan which only affords you 50 minutes per month, doesn't allow for you to utilize your cell phone the way you want, so you would rather have a higher bill and let the company deal with your non-payment. I find it really hard to believe anyone in this country right now is hard up for $20. Homeless people on the street can make that in a day asking for change in any major city. When it all comes down to it, responsible consumerism in this country is almost non-existent. Pay your bills! If you can't afford that item, I guess you don't need it. Cellular phone service is still a LUXURY, many people in this country do not have it still and function very well.
Verizon is a scam and they know it. My bill used to be anywhere from $150 to $280 a month with no difference in service. They never once billed me for what my contract stated. Fee, tax, blah blah blah. Other cell companies get it right, why can't they? Because they don't need to. I dropped them like a hot rock and haven't regreted it once. Having your bill be the same each month is just shocking to me after dealing with these clowns for years.
verizon gives you up to 90 days to make a bill current or the lines may be disconnected. it is stated in your contract. i do understand your issues and sorry this has happened to you. if you ever have any issues with bill paying please contact us at [protected] and work out a payment plan . as long as we see that you are making an effort to pay the service will remain on.
verizon corperate team
Yes, the usage charges were agreed to in your contract, or, if you are a long time custyomer, when the change of megabite usage billing from minutes of use was implemented, around January 2008. That was when America's Choice was replaced with Nation Wide calling plans. You agreed to it, you just didn't read and/or understand exactly what you were agreeing to.
uhm...try reading your entire contract next time...
bogus charges?
was told by Verizon that i had a 118.00 bill for long distance (i don't have long distance but i get charged for certain areas about 10 miles from me) . they said since i pay my bill late my long distance gets sent to a different company. so if i pay my bill whether its on time or late i still paid the whole bill! where is the money i sent Verizon, isn't it their responsibility to forward it to them or give it back to me?
The complaint has been investigated and resolved to the customer’s satisfaction.
erroneous charge
I've been fighting with Verizon for years with no luck. The New Jersey Board of Public Utilities is about useless, and since I have ended service, the response from them and the BBB is that I am no longer a customer. Aren't they observant?
As with many other customers with perpetual problems, I am in a rural area. Verizon does not service the area properly and lies. Most of the techs have been descent, and have clued me in on how awful the company is, but I have grown to distrust them too.
The phone would go bad when it rained, they would send someone out for a temporary fix, and then it would happen all over again. I started asking for credits, but on the last bill they charged me 91 dollars for service. I refused service, but they claimed they performed it and that the problem is in the house. The 91 dollars is a diagnosis.
Everyone knows the problems are on the lines, but they persist on lying like sociopaths. They charged me before for work not performed and credited it, but this time I got an argument. The same day of the charge, I called the police because the tech was argumentative and did not leave the property. He was told to leave by the police, and I cancelled my service shortly afterwards.
These 91 dollars are not for service, they are for spite. A nationwide class action law suit needs to be started against this evil company. I am more than interested.
Here is my last complaint to the BPU:
"1. The phone service has been inadequate and criminal. Customers are expected to pay in full each month, no matter the quality of that service, unless you complain to the BBB and specifically request reimbursement. The “customer service” of Verizon has been designed to filter problems, rather than address them.
2. The company is prepared to leave certain customers “without” in order to create a facade of adequacy. They are not willing to invest in quality for all customers in a problem area.
3. The problems are related to moisture. The nature of repair in the area is designed to hide the problem, and substantial fixes would require regular maintenance or line replacement within a certain area.
4. It is possible to give specific dates for poor or non-existent service, and examples can be provided, but considering the above mentioned strategies for “maintenance”, it is adequate to say that any period of moisture is a service problem for any number of residences in the area.
a) June 1 and counting, 2009
b) May 5, 8, 9, 2009
c) March 29, 2009
d) October 24, 2007
e) June 12 and 25, 2007
f) November 28-30, 2006
g) October 8, 2006
h) September 1, 27, 28, 2006
i) June 25, 2006
j) May 27 and 28, 2006
This is just a small example of effected service. It is difficult to find the time to keep up with Verizon’s chicanery. It can be stated with accuracy that precipitation inevitably effects service.
5. An attitude of acceptable subpar service in rural areas is rendered by representatives of the company. The rural excuse is utterly demeaning. Having lived in other rural and wet regions of the United States, a stark contrast can be made to this pathetically provincial excuse. Thirty minutes from Wilmington, 1.25 hours, from Philadelphia, two hours from NYC and 2.5 hours from D.C. accentuates the importance of the area and does not negate or delineate in any way shape or form its rural character. It is ridiculous that such an area receives sub-par service.
6. The problem is related to the age of the lines and the corporation’s unwillingness to maintain the important necessities of infrastructure. Their actions are an assault on the public trust.
7. Verizon’s business practices are the result of economic bigotry. It is well know that Verizon is slow and unresponsive to areas of lower income in the inner city and countryside and is surreptitiously unwilling to provide its obligations of service, although the fees are the same whether you live in a wealthy or poor area.
8. Company policy is maintained to prevent complaints rather than address them.
A 1-800 number is provided in order to filter complaints away from the BPU and only temporary fixes are made.
9. There is evidence of collusion between government entities and Verizon.
a) Complaints to the FCC and the BPU are not taken seriously and are rerouted to an undecipherable maze of government bureaucracies.
b) Legal complaints require a $25.00 fee that will be lost in legal oblivion.
c) Verizon has been given rights in New Jersey and metropolitan Philadelphia without providing adequate service for existing operations.
d) Local political units are often unresponsive and supportive of Verizon.
e) The FCC refers complaints to the BPU, yet renders it powerless.
10. Alternate services are available but impractical.
a) Cellular service, air phones, and satellites provide adequate service in the area. However, these services are cheaper to maintain than traditional service yet are more expensive and unaffordable for consumers.
b) FIOS is a wish and concrete attainability is a mirage. Its installation has created its own issues evidenced by an entire page dedicated to problems at the consumer affairs web site.
11. Verizon’s hierarchy requires an unnecessary and costly chain of command that requires a home inspection first, leading to the inevitable repair of faulty outside lines causing:
a) Pressure on representatives to make faulty home diagnostics in the name of “sales”.
b) Wasted time and resources that can be contributed to real fixes.
c) An April 4th, 2009 bill showing charges for service of 100 dollars for services refused inside the home exemplifying gross incompetence, unbridled corporate avarice and arrogance.
12. It is the 21’st century. Water proofing is not magical but an every day reality, however, not a part of Verizon’s maintenance.
13. Enrollment in the combined billing options for land and cell use led to convoluted and incorrectly executed billing agreements exemplifying gross incompetence.
14. Verizon has no respect for private property. I have had representatives come in the house for five years. This stopped when false charges appeared on a bill. Some representatives understand the issue and do not insist on entrance but others do. It has been consistently fixed in the past on the outdoor lines, but now the game is to insist on entrance. This is a gross violation of property rights.
15. This is a safety issue. I have missed phone calls from the police, doctors and
hospitals. This is an issue where apology and reimbursement cannot be commensurate with the frustration Verizon has caused.
16. Because of no phone service since June 2, 2009, and growing corporate intransigence, I have cancelled all phone service. Closing was met with the usual arguments that Verizon customer service presents its customers, and it took me two phone calls to complete, costing me more time with this savagely unfair and morally bankrupt corporation.
In conclusion, there is no excuse for the service Verizon gives and there is no acceptable apology. The only adequate outcome would be admission of guilt and a more than temporary fix. I seek financial restitution for those effected by Verizon’s incompetence, waived court costs and to inform government entities of another situation where they have failed to protect the citizenry from corporate malfeasance resulting in the detriment of our infrastructure."
Starting out with personal invective indicates you are a bully like the company I complained about. It is also obvious that you did not read the complaint. It was directed toward landlines, not wireless. Your solution is patronizing, simplistic, and is devoid of any understanding of a situation that effects customers who pay in full each month for consistently interrupted services.
Who are you to tell me where to live? Are you a self-important corporate minion who thinks he has a right to direct people’s lives? Do you live in denial about corporate cronyism and how it is adversely effecting our infrastructure? I bet you stick up for the banking system too.
Have you read recently that the FCC is pouring money into rural communications? Do you think they would be doing that if there weren’t problems?
Do you have an education beyond high school? It seems like you are not part of a group called consumers against idiots, but an idiot.
I cancelled our phone and internet service with Verizon effective July 10, 2010 as my husband (who is an active duty service member in the Army) was given orders that required us to move to Virginia. Verizon prorated our service and sent us a refund in the amount of $9.74 for the pre-paid partial month service.
I did not receive a statement from Verizon for the month of August.
On our bill dated 9/20/2010, showed a balance due of $29.99 for services dated 07/13/2010 08/12/2010. On October 6, 2010, I called Verizon and listened to the automated system which stated that our current account balance was zero. I then spoke to Amanda (Employee #4626) to inquire about the charges. I explained that we had cancelled our service effective July 10, 2010. Amanda confirmed that our account had been closed effective July 10, 2010, and that the charge for $29.99 was billed after the date our account was closed. She said she would reverse the charges pending the approval of a supervisor. She explained that if there were any issues, we would receive a call from someone within three days. I confirmed that my current phone number was on file and asked Amanda to notate that I had called. Amanda stated that she would make the notation.
On December 4, 2010, I received a letter from EOS CCA Collection Agency giving us notice that our account has been placed in collection. I called Verizon and listened to the automated system which stated that our account balance was zero. I spoke to Christina (Employee #50037) and she stated that I could now only speak to Verizon Financial Services at [protected] or the collection agency about my account as it had been forwarded to collections. I confirmed that Christina had my current phone number on file and asked her to notate that I had called. She stated that she would.
At this point, our account has been turned over to a collection agency and I cannot get anyone from Verizon to speak to us about our bill! DO NOT CONDUCT BUSINESS WITH VERIZON!
I'm thinking you rode on the shorter than average bus right? You do realize that when you live in a rural area, no cell service provider is going to shell out lots of money to improve the service? Rural indicates not saturated with residents...which means not many customers...which means not worth the investment to make the service perfect for you and a handful of others because there aren't enough people there to recoup the costs. It's common sense...want better service? Use a landline or move to an area worth building up with the latest technology.
account charged off as "bad debt"
I first opened my Verizon account in August of 2006 in New Hampshire. I was required to put a $500 deposit down because I was 18 and had no credit history. A month later I moved back to South Carolina and had my phone number changed so I would have a local number. I paid my first month's bill a week after I changed my number. I added another line in January 2007 with no problem. March 2007 I went to add a new line and was told I would have to put a $1000 deposit down. When I asked why, they informed me I had an outstanding balance of $997. My first thought was that someone MUST have stolen my identity and that there was no way this was in fact my account. WRONG. When I set up my account in New Hampshire they only gave me 250 minutes. I was supposed to have had 1400, so every minute I used over the 250 was an overage. They didn't put text messaging on my plan at all and every text charged me as well. After fighting this and disputing it with Verizon for over a year it was finally removed from my credit report, or so I thought. I was told back when I first opened my account that I would get my deposit back after I paid my bill on time for 6 months. Well, 6 months came and went 4 times by the time I finally got that deposit back. I called in December 2008 and was told I had already received a check for the refund in December 2007. After fighting with her for 20 minutes I was told they would look into it and if they find that I in fact did not receive the first check, they would reissue it. I got a $515 check in the mail 3 weeks later. Now, if I "owed" them $997 WHY THE HELL would they send me a refund check of $515? And WHY would they allow me to still continue my service with them? Verizon appeared back on my credit report as a "charged off, bad debt" in April of this year.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am fighting a similar battle with them right now. I am no longer a customer and plan to never recommend their service to anyone.
paid bill
I had an account with Verizon which was closed, supposedly by another cable company I signed up with. Finding out that it wasn't closed, a few months after the fact, Verizon were still billing me which I tried to dispute. After fighting it out with new cable company for neglect on their part for not contacting Verizon (which they said they would do), I agreed to pay up Verizon but by this time it went to collection. I agreed on a settlement amount and made a substantial payment Few months later Afni (different from first collection agency) sent me a letter stating that I owed $567 and that payments made to first CA did not count. I called first CA and they said acct. sent back to Verizon and they sent it out to Afni. (Hang with me). Third CA called after this and agreed that I only owed remaining money from original CA and acct closed. Months after I believed everything was settled I get letter again from Afni.
I also believe this was reported on my credit report. In the process of running one now.
Mad as heck!
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service/billing
This is a complaint against Verizon FIOS for the improper handling of our account which has adversely affected our credit rating. We recently received a notice from a collection agency for a debt that we had tried to pay but that Verizon had insisted was already paid. On 12/27/2009 we cancelled our Verizon FIOS services. The service was poor, customer service 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 This final bill may have already been referred to an outside collection agency. Pay your bill online at Verizon.com/payfinalbill. 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 no longer had 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 is 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 [protected]. 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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Wow, what [censor]. I thought i had it bad, apparently i entered my bank routing number wrong for online pay (first time i ever have messed that up). So i made a partial payment on the due date, followed by the remainder the day after it was due and received confirmation numbers, was told that it went through etc.
Fastforward 1 month later, it now says 1 transaction failed, but the larger payment went through...strange i think. So i call in to ask about this and am told "oh well, um it can take up to a week to show up on verizon.com 'cuz that's not like up to date, but no neither payment went through". So of course i say "well...i understand that, but as the consumer i would have no way of knowing that until it WAS updated, i can't be faulted for not knowing" (they never sent ONE email or called ONCE in that month, not even a message in my inbox on the Verizon website). Flash forward 30 minutes of customer service hell and:
A shut-off notice was already sent, for 12 months i can only go to a Verizon store and pay cash over the counter (or go purchase a money order...), my "adjusted" bill is now $229 something, and if i don't scrape that amount together in 6 days they're going to terminate internet/cable. I'm wired for FIOS so i don't even know if i could GET internet if i canceled it aaaaand long story short:
I made an honest mistake which they did not catch (authentication on something like this? hello?), then they basically went out of their way in order to piss off a customer, dent his credit rating, and to see that in addition to not getting paid, they could fail to contact said customer in ANY way to secure payment. Had they ^&*&%$R&% emailed me i could have provided the correct number, but allowed a MONTH to go by so that i could spend an hour of my life asking about this, and then have it intimated to me that i'm a degenerate.
Woman actually said "WELLLLLLL since that money WASN'T actually taken out of your account, you SHOULD really still have it in there..." in an uber snotty i-make-9-bucks-an-hour-but-nyah-nyah-you-don't-pay-your-bills-so-i-get-to-feel-like-i-have-a-modicum-of-power type of tone. I replied "Wellllll yeah technically, if i had a credit/debit system constantly running in my brain recording all my transactions for the last month, but really i just pay my bills and say 'cool i have $300 left over to play with and spend it" *click*
I recieved a final bill from Verizon with a negative amount meaning they owed me money. I later recieved a check in the mail for the funds they owed. So far so good. 2 months pass and I am in the process of buying a home and I have a charge off on my credit report from Verizon, saying I owe them money! I need this removed ASAP as I am getting dinged on the rates I qualify for to the tune of $2000-$3000 more in finance charges b/c of the Verizon charge off!
Verizon has horrible processes and I have heard of other horror stories about them.
awful experience
I purchased an LG Voyager March 13, 2009. On April 16, 2009, while talking on the phone, I noticed a large black 'blob' on the exterior screen. I walked into the cerritos VZ store and told the rep I wanted to exchange for a new phone. He took one look at the phone and said the damage was due to extreme pressure being on the touch screen and denied that this could be a manufacturer's defect. Seeing there was no actual damage to the exterior screen of the phone, and the fact that I was talking on the phone when this happened, I asked to speak to a supervisor. The supervisor proceeded to inform me that I have insurance and would be offered a 'refurbished' phone for fifty dollars, which is the deductible amount. I proceeded to explain to him that approx. 35 days ago I purchased this phone NEW and am not going to pay another fifty dollars for a used phone. I wanted a refund. He stated a refund was not possible because the phone was damaged. I left the store with his business card in hand, and called what I thought was the corporate office. The CS rep on the phone asked me if I kept my phone in my pocket. I told her I keep my phone in my purse, and she proceeded to tell me it was not a safe place to keep it because the screen can be easily damaged! Needless to say I got nowhere with her and asked to speak to her supervisor. Same scenario. He couldn't do anything for me. I finally said I want to cancel my contract, and he said that would cost me $170 because I was in a new two year contract. Either way I end up paying. This is not a case of user abuse or improper handling. The LCD screen spontaneously started to 'bleed' rendering the phone useless and Verizon states that because there are no other reports of this happening, I am automatically at fault. I have found many other blogs about this same thing happening and am quite sure verizon is aware of what is happening.
The complaint has been investigated and resolved to the customer’s satisfaction.
We had four lines of mobile phone service (a family plan) with T-Mobile with NO problems for 10 years. Suddenly, loss of reception began to occur, and after almost a year of poor reception with no improvement, we decided to try Verizon's '30-day Test Drive' during which, they advertise, if you don't like their service, you can 'switch BACK to your old service provider and owe nothing.'
DON'T BELIEVE THIS LIE!
We had nothing but trouble with Verizon during the trial period, to such extent that we elected to port-back to our previous carrier well within the 30-day period, and called T-Mobile to request this. Unfortunately, the service tech. who took the request was new and/or improperly trained, and placed all FOUR of our phone lines on ONE request, which apparently is not the speediest way to transfer service. As a result, it took 5 days (+ a few hours more) to actually complete the transfer, at which point we were just a couple of HOURS past the 30th day of the 'trial' period. At that point, Verizon refused to accept return of any of the equipment, even though we had been IN the Verizon store the previous evening requesting return. We were told they would not accept the return because the phone numbers had not physically ported over yet, despite the fact that we had requested it days earlier.
In addition, Verizon now said we owed $175 per line in early termination fees, that of course they would *graciously waive* if we signed a NEW 2-year contract! We were forced to accept this extortion because we now could not afford to eat the cost of four lines of equipment plus early termination fees, but continued to have nothing but horrible experiences with Verizon's service. Each month when we had to call them to resolve issues with our account, we again delineated the entire ordeal and questioned the legality of the entire situation. We FINALLY reached a CSR who agreed, and both he and his supervisor confirmed that if T-Mobile called Verizon and verified the date & time of our port request, we would be released from the admittedly invalid contract and allowed to return to T-Mobile.
However, each time T-Mobile contacted Verizon on our behalf, they reached a CSR who refused to honor Verizon's promise. Even with names and operator numbers of the Verizon employees who had made the promise to us, T-Mobile tried repeatedly to enlist the cooperation of Verizon in verification of our port request, and each time was refused by Verizon, who of course wanted to keep our contract payments coming!
We finally realized that as long as we kept paying the bill, Verizon was going to continue to sit back and laugh at how they had managed to extort a 2-year contract from customers who requested to port-back to their previous company during a 30-day trial. What a great marketing scam! When we realized this, we quit paying Verizon and enlisted the assistance of T-Mobile in verifying our statements as we filed complaints with our state Attorney General's office, and the FCC. During this process, we learned an important fact: Verizon had CONFIRMED our port request within FOUR SECONDS of when we made the actual request, a full FOUR or FIVE DAYS prior to the expiration of the 30-day trial! This PROVES the demand for early termination fees 'or sign a new 2-year contract' was truly extortion, and highly illegal, as the receipt of a port request from a customer is considered in the industry to be a request for discontinuation of service from the current provider, which in this case was Verizon!
Despite all of this, Verizon's SPIN control expert, Ms. Lucy Arzola, sent a letter full of outright LIES to both the Attorney General's office and the FCC, and rather than investigate the veracity of her claims, the FCC closed its case based solely on her false statements. We are currently investigating the possibility of a class action, on behalf of ourselves and all others similarly situated, so if you have had a similar experience with a Verizon 30-day TEST DRIVE, please respond here with contact information so that our attorney may contact you and you may become a member of the class for the purpose of compensatory and special (punitive!) damages.
Last month I decided to go with a prepaid phone (total of $80/year rather than $240/year with Verizon Wireless). On April 3 I called to let them know I wanted to drop Verizon service. The rep said I would have to pay till April 13 (my regular cycle). I agreed with the idea that I would use my old system till 4/14. The next day I dialed my son's number to relay a rather important message and got a recording "this call cannot be completed, dial 611 for more information" I dialed 611 and was told that because I wanted to drop service, my service was instantly curtailed. I reminded the rep that I was paying the bill till April 13 and this was April FOURTH! It didn't matter. Whatever happened to "you get what you pay for?" I paid but did not get any service for 10 days.
Just an FYI, I had the same thing happen with a voyager. I owned the phone for 72 hours, and the screen did this.
First of all, the Lole character that commented is mis-informed. Verizon also lied to you in stating that you were hours over your 30 day test drive. It is by business day, not hour. I would continue your battle and fight them to the end. These people are horrible and ruthless. I have switched to AT&T, and I am amazed at how easy it is to deal with customer service. I used to have to get angry and practically tell Verizon how to do their jobs, and with AT&T, it is an entirely different experience. I called about my bill being 150.00 different then what it was supposed to be, and without hassle or argument, she stated, "I do see where the billing issues are, and will take care of that right away." Not only did she credit the $150.00, but she also did one better and did a $25.00 service apology credit for the inconvenience. This is going above and beyond the call of duty. I will never have Verizon again, and do not recommend it to anyone that is looking for new service.
I agree with what you are doing and a class action suit may be a great alternative to simply bearing the weight of this verifiable injustice. Everyone that commented on this is speaking of how you can not possibly beat Verizon because of thier army of lawyers, but I can bet that not a single one of theses idiots have had legal training or are attorneys themselves, such as I. Also the first comment left makes no sense as he clearly did not read your entire entry before making reference to you as being a freeloader and just wanting to use the verizon service for free for the last few days. You clearly state that it was several days before your 30 day period was up that you contacted verizon to change your service back. Some times people need to take some time to look at a situation before being such a [censored] to some one who is just looking for a little help or relief.
Signed
Rex Dooley III, Esq.
Yeah go ahead and file a suit. By the time you get done paying your attorney's...you will wind up in the hole. hahahahahahahahahahahahahahahahahahahahahahahahahaha!
i work for verizon corperate services. i oversee over 500 verizon wireless stores across the us. i'm not saying you did this or not because i haven't seen the phone but here are some reasons a phone could crack. leaving it in a purse or pocket can cause pressure on the screen as well as dropping it. again i'm not saying you did this i'm just stating some helpful facts. now i know the phone was on recall for overheating inside the phone that can cause the screen to crack. you wouldn't notice the overheating because it gets hot on the inside and doesn't effect the outside. they have been giving customers brand new phones of the same model becuase the problem was fixed. so i would contact LG if your local store cannot help. the number for LG is [protected] thanks!
Verizon is a company that thrives upon shady business -- almost criminally so; however, their business operates within the limitations of law by their carefully worded contracts. It is through these contracts that they are given power to.. well.. play us poor consumers like a fiddle.
The mere thought that we need to pay $120 a year for unlimited texts is ludicrous, even more so that it is a good deal! (Just as an example) But, we empower that by buying into consumer-slavery.
Fact is, in this case, the consumer was drawn into a scam. @ Lole, I suggest improving your reading skills prior to replying to a complaint. Assuming everything Bak stated is true, he/she DID attempt to terminate their plan with Verizon within the limitations of the trial period; Verizon intentionally stalled the process / lied in attempt to extort an extended service plan out of them. Extortion, backed by a contract or not, is still extortion. Extortion coupled with shady business ethics is worse.
@ Bak, good luck if you do file suite. Verizon has more money than you could fill your house with, and the courts favor the rich. I'm sure Verizon's army of lawyers are well aware of this.
A couple of hours past 30 days is past 30 days. The contract is simple you have 30 days to port out, anything beyond that and you are resonsible for the service. I am sure you knew prior to the 30th day that you weren't keeping the service but you wanted to get free service from Verizon Wireless just for a little longer. Fact is you were beyond the 30 day and therefore didn't qualify for the Test Drive and by the way port out requests are initated by the provider you are switching to (T-Mobile) not the one you are with.
misleading and false information
Verizon FiOS became available in our neighborhood during May 2009. A representative of Verizon walked our neighborhood door to door to take orders. I placed an order with him for the Double Freedom package – FiOS TV Extreme HD and Internet for $79.99 per month, plus the Multi Room DVR. The Multi Room DVR provides DVR functionality from 1 MRDVR to 2 designated SD for $19.99 per month. I asked if this included everything needed to get TV into all 3 rooms and he replied YES. He called a representative of Verizon to check my credit and the representative on the phone agreed that I would get TV in 3 rooms for $19.99. BEWARE! 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” 2 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. Terry Parten
The complaint has been investigated and resolved to the customer’s satisfaction.
I had a verizon bundle with directv through Verizon. Then later they got their own TV department and keep asking me to change to FIO to save money. Even after they heard the plans I had with directv, they were sure that they can save me a lot of money to switch to Fio. On Nov/ 09, I've finally decide to check it out and went to a Verizon store at the Towne Center in Cerritos.
One of the agent at that store showed me the plans and price and I've decided to get FioTV because what it showed really was cheaper than what I've had.
I've asked him if the price stays the same permanently, he checked his computer and told me that he doesn't show anything else and it'd be the same. Never told me about any promotion period or any other charges in the future.
After couple of month, I've noticed that the bills are going higher than usual.
Called the billing center and found out there were 2 promotional deals!
So after 6 month from the day I got the Fio, price will be close or more than what I had with directv. (and I had better programs) I've asked for the manager and they said that they'd call me in 24 hrs. Hours later someone called me from Verizon and if I don't have any proof that the agent promised me those then there isn't anything they can't do but she said she'd give me $20 off for 12month out of "GENEROSITY!"
She also said that they sent Emails and letter about promotion deal which I never received. When I asked her the date they sent, told me the system says that they didn't sent any emails. An ABSURDITY!
verizon claims they can't disconnect my phone
After using verizon wireless for the past 10 years, I recently switched to a prepaid phone (Tracfone). I rarely use my phone and didn't want the monthly bills anymore. After having my number ported to Tracfone, I called Verizon Wireless to have my service disconnected. After 30 minutes of trying to get my service terminated he came to the conclusion that he...
Read full review of Verizon and 23 commentsspeed 1/2 of cable and missrepresented
Verizon promises speeds of up to 5 X faster than cable. This is not true. They only deliver the bandwidth into the house. The speed inthe house is not their problem. This is what I was told after months of trying it. So I cancelled it and got Cablevision back in. Then I got a $200 Cancellation charge! What a rip off. Sorry I tried it! They know it is slower in practive and admit it to you! They have the worst customer service in the world. They will not give you a complaint number. They transfer you all over the place for hours before they will let you speak to the correct department. Then if it is a complain they say someone will call you back in a few days.
The complaint has been investigated and resolved to the customer’s satisfaction.
over billing/ bad contract
Verizon over billed me and I cut my service off with in the correct date, I was issue a free router and I turned that in. Now verizon want to charge me 400.00 for a router that I return if I do not get the UPS receipt and I call and fax the copy but they said they do not have it. This happen a year ago now and they are trying to make my credit bad. I will go to court before I let them have their way. The BBB would not do anything to help me. Verizon is terrible and I will not recommend them to any. They wireless service is worst than their FIOS, they do not treat their customers fair at all.
The complaint has been investigated and resolved to the customer’s satisfaction.
Someone warned me before I order FIOS. I didn't listen now I'm learning the hard way. They say $99 but every month it end up being $200. are more. I should of stuck with Direct T.V. much cheaper not fair at all the rich get richer and the poor get poorer thanks verizon... After this contract is up Verizon will be loosing a long time customer so long verizon.
billing charge
Oct. 25, 2008 I called to cancel the telephone and internet service. I rec'd several statements since then. I rec'd a statement dated 11/7/08 in the amt. of $53.22 (period 10/26-11/24/08) I paid that amt. I rec'd a statement date 11/25/-8 in the amt. of $52.26(period 11/19-12/18/08). I called and spoke to Ms. Thigpen in the solutions dept. #[protected]...
Read full review of Verizonovercharging and invalid early termination fees)
I signed up for Verizon FIOS (Internet, TV, Phone ) which started on Sept 12, 2008 for $79/month with free installation. Called on Oct 10, 2008 to cancel because unhappy with service. Was told that no early term fee would be charged since I called within 30 days. Set end date for 10/18 when Verizon would release my phone # for new provider to start Called on 10/18 to confirm end of service
Called on 10/20 to confirm end of service and returning 3 boxes and modem on 10/25
10/25 Returned equipment 3 boxes 1 Modem to Freedhold store and have receipt and confirmed over phone .Received final bill late nov/dec $+ 256 and -$88,
Called 2 times in dec to get -88 credit applied and paid. No help
In Jan -88 was being reduced incorrectly $-44
Called Jan to get issue resolved. Bounced around, was told that they would resolve the problem on their side and set the proper service end date 10/20/08.
Called in Feb and was waiting for Supervisor call return
Feb 20 bill had had early term fee which is incorrect. 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 hrs on the phone 2 - 3 times a month being bounced from customer service [protected]) to VERIZON FIOS [protected]) to FINANCIAL [protected] . 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 1st bill. I had service for 1 month and 1 week at $79 a month how does that add up to $256
The complaint has been investigated and resolved to the customer’s satisfaction.
Dear Unhappy With Verizon,
You rock, I respect your stamina in dealing with this kind of a company! Your saga is unfortunately very similar and brings me back to my dealing with MCI which slammed me and which is now merged with Verizon. It is also bears a similarity to my recent victimization by this company. Verizon is one of those companies that are checked only by the law, have no compassion for people, and have making money in the short to medium range term as their highest priority to the exclusion of everything else.
Unfortunately, there is so far nothing that can be done "like it ought to be done" to this kind of a company! Instead, Verizon's toll on society has to run its course. However, there in comes the value of the internet, consumers' freedom to write and post their abysmal experiences with these kinds of companies, and eventually Class Action. MCI was chopped off at the knees for what it did to 100's of thousands in the 1990's. And especially the power of these sites.
Here are all the complaints against Verizon on [redacted]
/URL removed/?q5=verizon&Search=Search&q1=ALL&q4=&q6=&q3=&q2=&q7=&searchtype=0&submit2=Search!
Here is one victimized Verizon consumer who took matters into his own hands:
http://www.verizonpathetic.com
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In addition to its network infrastructure, Verizon is also known for its cutting-edge technology and innovative products. The company has been at the forefront of the 5G revolution, investing heavily in the development of this next-generation wireless technology. Verizon's 5G network is already available in many cities across the US, offering faster speeds and lower latency than ever before.
Verizon's commitment to innovation extends beyond its network technology. The company has also developed a range of products and services that leverage the power of its network to improve the lives of its customers. For example, Verizon's Smart Home products allow customers to control their home security, lighting, and temperature from their smartphones, while its Virtual Visits service enables remote medical consultations with healthcare providers.
Overall, Verizon is a company that has earned its reputation as a leader in the telecommunications industry. With its extensive network infrastructure, cutting-edge technology, and innovative products and services, Verizon is well-positioned to continue providing high-quality services to customers across the US for years to come.
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We had gone past a 2 year contract with FIOS and decided to call last April to sign up for the 12-month no contract offer they mailed us twice a week for the previous months. After that our bill fluctuated up and up an up; no consistency for the bundle and not the agreed upon pricing. When my husband called to cancel in late December he was told there would be a penalty for canceling our CONTRACT early! He argued with countless different reps about not having signed up for a contract. We were given endless run-around and provided with an audio "recording" of my husband saying his name in "agreement" to a recorded terms of service. The audio was pathetic (especially for a communication company. I honestly believe it was fabricated since we have to say our full name every time we call. We KNOW we didn't agree to a contract but now we have to pay or face collections. I'm searching for a class action regarding this issue because I'm sure we're not the only one's this has been done to. Once my wireless contract is up then I'm done with them.
I negotiated a contract for our business. I have the "interpretation of the contract" in writing in an email but the billing did not match. When I complained, customer care adjusted for those things that were incorrect but said they cannot change the contract. Apparently some of the "discounts" that I was told apply to us (verbally and in the email) do not apply and I believe they purposely make the contract difficult to interpret. I have been fighting this for four months and cannot get it resolved. Apparently, the salespeople lie to get a sale or Verizon just does not honor their quoted pricing and bills what it wants to bill. Either way, this is a fraudulent way to do business.
I've had verizon for 3 years, the first two under contract. (so i thought) The first bill i received was for around $600.00 because they said i had signed up for a corporate account... in my house? They tried to make me pay a cancelation fee for that service so they could start me with the regular home service!?!? Finally got someone that wasn't a complete [censored], she removed the incorrect services and got the right ones installed. My contract ran out january 2009, got my bill for february and it was 50.00 more than it had been!?!?!? gave them a call and the less than intelligent girl that answered told me that i was on a month to month cycle and if i wanted to see the same type of savings i would need to sign a new contract. i told her i would go over my options and get back to her. She said i had 30 days to accept the new price she had given to me or it would continue to be month to month. Time went by and i was very busy starting a new business and i never called back. i am now unemployed and am trying to cancel services. i called and was put on hold for 45 min and then transferred to someone else. The girl informed me that i was under contract in there system!?!?! they automatically put me on a new contract and refuse to remove the cancellation fee. HOW CAN THEY DO THIS LEGALLY?
Actually, even having your contract in writing is not enough for Verizon. I went and signed up at what I thought was a Verizon store (come to find out, it's just an authorized retailer, this was not mentioned anywhere, however) and got in writing what I was supposed to be charged. The first bill came out and they charged me 84.99 instead of 75.00 as per my bill, 25.99 for my boxes which were supposed to be free, and 1/3 installments of 59.99 for activation fees that were supposed to be free. After returning to the store 3 times and calling Verizon myself twice, I have been able to get the activation fees removed, but have been unable to have the monthly cost reduced or the boxes credited. And this is with a written contract, with line-by-line charges in hand.
We just had the fiber run through our neighborhood for FIOS. A Verizon sales rep was going door to door. He promised me all sorts of wonderful pricing; however, on the paperwork it had different values. When I inquired he showed me the priced on his handheld PC with the order pricing. I explained that I needed it in writing and he said that what he was showing me on the handheld PC was sent to my email address and was the actual pricing. I went upstairs and checked email. I explained that I didn't receive an email message. He said that it would arrive within 24 hrs with the details. I told him I would wait for the email and then agree to service if everything checked out. I didn't say YES or sign anything. Needless to say, I'm still waiting for an email. I did get a voice mail message this morning about an install date about an order for me. huh? I promptly spoke to an agent explaining that I didn't sign or authorize any installation. I asked them to provide a hard copy which they couldn't do. It appears that VERIZON is scamming many people with either a bait and switch or just lying to the consumers. I think it is time to persue the consumer protection agency and the BBB or even persue a class action suit. I know of too many people that wouldn't scrutinize their sales tactics. There are too many older people that take things as the truth and with a handshake. It is time for people to put this abuse in its place.
We have had a similar problem with our first Verizon bill and the cost of our service was misrepresented to us.
Has anyone pursued any action with the Consumer Protection Agency, BBB, or any other type of legal action.
I am definitely going to pursue this further.
We are dealing with something very similar. We signed up for a fios installation and then got a better offer from Comcast. We then called Verizon to cancel our installation appointment. They asked us why we were canceling, and we told them we chose to go with another provider because they offered us a better price. We were not calling to negotiate with them! The agent we spoke to was pleasant and asked if there was anything she could do to get us as customers. She even offered to match the Comcast deal. We agreed. Upon getting our first bill, we learned that they didn't match the price. I have called so many times and gotten no where! I have basically been told that we were misled by the person we talked to, there is no evidence of the call, and they are refusing to uphold their end of the bargain. I asked politely if I could exit the contract without paying the termination since I was misled by their associate (as admitted by them), and they will not honor this request. I am beyond irate, and don't know what to do. I have never encountered such horrible customer service. I can't even get a manager to call me back! This is faulty sales practice. We were blatantly lied to. I am okay with them not honoring the agreed upon price -- maybe the agent we spoke to made a mistake. What I am not okay with is them not allowing us to exit the contract without penalty when they aren't honoring the price their agent quoted. This is no longer about the money, as much as it is about the principle. I hate being lied to and I hate poor customer service.