Verizon
Reviews and Complaints

Was charged fees for broadband (Verizon) which I did NOT order. Verizon messed up my dial-up Internet service with AOL and regular phone line as well.

I was forced to use a public phone and was put on hold every time I stated that I wanted the broadband charges removed. Emailing Verizon was futile as well, since it is automatic --- you get a general vague reply and no help whatsoever.

I also filed an online complaint against Verizon to the Board of Public Utilities. Haven't heard from them yet.

Verizon never fixed a static problem in my phone line and when I requested help, they sent a technician who stared at the box at my house for a few minutes before taking off. Verizon then tried to charge me 91 dollars for that little visit. I kept refusing to pay. I also kept complaining about it and eventually the charge was removed.

My advice is NEVER pay anything that you did not specifically ask for! Just pay the regular bill and ignore Verizon. If you pay for anything that you did not request, you can kiss that money good-bye right now.

So my husband and I opened an account with Verizon on Nov. 27th 2008. We noticed the first night that we weren't receiving service at our home. We thought well perhaps its just the location we were in and lets try to stick it out. So 14 days into the contract we receive a bill for 800.00 I was like wow for what the first bill was estimated at 240.00 and that was due to it being higher based off them billing you a month in advance. I immediately called Verizon and sat on hold for 15 mins trying to reach a rep. when they came on they placed me on hold and hung up. I was pissed so fine round 3 I called back 5 mins on hold placed me on additional hold and guess what they frickin hung up so the third time I'm fuming and the rep says take my bill to the Verizon store and let them break down the bill. So at this point I'm like I'm done with your company. So we try to return the phone equipment to walmart the next day and Verizon says that's fine but u still owe 800.00 i say well how your commercial clearly says try us out for 30 days and you can opt out if you don't like our services at no PENALTY TO YOU. Somebody tell me why they knocked the the bill down to 200.00 and charged us for the prorated cost of us having the phones and the services amenities we had with them! Verizon your liars and you false advertise and every time i see one of your customers i tell them to switch. Oh n your dead zone commercials and the can you hear me now! *** no how can they hear you when you cant even get a signal I have switched to all tel and they are great! *** a Verizon wireless shove your service and high bills up your butts.

Verizon is the worst company, service is the worst, and also
Poor customer service, my first bill was $350.00 the second bill
$498.00. This is the worst company i'am canceled my phone after
17 years of sevice, with verizon, fios is the worst quality,
Billing problems, I called 8 times in the last month and had
The worst experience. Please do not sing with verizon
If you need the more information please call me [protected] this is not verizon
Phone.

Two and a half years ago I set up my residential package with Verizon, which included DSL, landline with long distance and DirecTV. This resulted in a triple bundle package, and should have been billed accordingly. I have tried to contact Verizon Customer Service on numerous occasions; but due to the fact that I work the same hours that their billing office is open, I do not have the luxury of spending 45 minutes on hold or being shuffled from one department to another. A little over a year ago, I spoke with yet another CS rep, who informed me that I should have been billed for triple bundle, and was being billed for double bundle. She assured me at that time that she would correct the error; it was never done. Again, today, I spoke with another CS rep, who looked at my account and agreed that I should be billed for triple bundle service, and was being billed at the double bundle rate. It appears that I have been overcharged $70 per month for the past two and a half years! I was told today that this would be adjusted for next month's bill, I asked to speak to his supervisor. I was transferred to Ms. Fuller, who explained that the billing errors would be adjusted for next month, but nothing would be done about refunding the overcharged amount for the past two and a half years. I find this totally outrageous, and I am sure that I am not the only person who has been dealt with in this manner. Something needs to be done, and I will take this to Tampa Bay 9 News if necessary! Let's see how Verizon likes being at the receiving end of unflattering media attention!

After my husband was laid off from his job I was having a hard time paying all the bills. One month I knew I was going to be late paying my bill so I called customer service and set up an automatic bill payment out of my bank account. This portion of the call was recorded. I stated I wanted the bill taken out of my account on the 16th of the month for that month. On the 8th of the month my bank account was in the negative because Alltel had taken out the money. I called and the financial supervisor stated it was Alltels mistake and the money would be back in my account iin 24-48 hours------what about the bank fees? I was told I would have to fax my statement in have them review it and I would have a reimbursement back in my back account in 7-10 business days after reviewed. Thanks a lot Alltel, my bank account isin the negative, hope I dont need gas in the next few days! I contacted Samuel Jefferson, a name and number I found after searching "alltel complaints" on the web. He is the Executive of Customer Relations and his direct number is [protected]. He was nice but told me the same thing, thats all they can do-----maybe the reps should be a little more careful with customer bank accounts.

In early September 2008, I was persuaded by the Verizon Sales and Service Center in Tysons Corner, Virginia to sign up for the "incredible fiber optic" Verizon FIOS package. I was assured that Verizon had great customer service, all I had to do was call. At the time I signed up, I was NOT told that my existing international long distance service with Sprint (but billed through Verizon) would be automatically terminated. This was the beginning of my nightmare with Verizon since.

First, installation did not take place on the promised date. I received a call the evening before to say that there was a screw-up on the installation because it was not properly scheduled. Installation was re-scheduled a couple of days later. But the installation was improperly done and the TV service malfunctioned for some days. A technician was sent again to fix the problem. The TV and internet has functioned well since then.

Second, a few days later, a Verizon service rep called me to say that they noticed that I had made two long distance calls overseas but I had no Verizon long distance plan. When I responded that I had the Sprint plan, they said that service was automaticall cancelled when I signed up for FIOS and I now had to sign up for the Verizon international long distance plan, otherwise I would be chraged a much higher rate. I informed the rep that I was not informaed of the cancellation. In any event, I immediately agreed to sign up for the Verizon international long distance plan. Then, over the next week, at least three different Veruizon reps called me again and again to report that I had no international long distance plan but I responded that I had already signed up for one a few days ago. The replies I got from all of them was thhat there was no record of my having done so! So, I signed up again more than once.

To make a long horror story short, in the next two billing cycles (October and November), I received an astronomical bill of about $1, 790, mainly consisting of very high charges (in the hundreds of dollars for each call) for my international calls. When we called to complain (more than once), we were told again that there was no record of our having signed up for Verizon's international long distance plan! In the meantime, to add insult to injury and inconveneince, our international long distance service was blocked by Verison for about six to seven weeks in spite of repeated complaints by phone to Verizon. It has taken me about 15-20 separate phone calls to Verizon, lasting hours at a time, to finally resolve the problem, during which Verizon finally admitted that there was a big internal billing screw-up for which it apologized and I was given a $999 credit. In the course of these repeated calls, I was constantly transferred from one rep to another and from one department to another (customer service, billing, FIOS, high toll, user verification, etc etc) with each one disclaimimng any responsibility for dealing with the problem or helping me to resolve it. I wasn't able to figure out whether this was a horror story with no ending, a clown show or circus, a deliberate cororate policy or strategy to confuse, confiound and frustrate the customer so he/she would go away, cruel and unusuual punishment, or a bad joke In fairness, I should add that a few reps (out of a total of about 20 I spoke to) were nice and helpful and I'd like to name them: Ms. Williams from Maryland, Ms. Shalida form Illinois and Ms. Shumpter.

On December 22, when the problem was resolved, I was promised that the block on my international service would be lifted immediately. But it was only lifted yesterday, January 5 (15 days later), after repeated calls again and again by me to Verizon to remind them to lift the block. I also asked for a revised bill explaining how the credit was calculated but I was told that I could not get that but that the credit (without any explanation) would be reflected in the next bill. So, how am I to know how the credit was calculated and whether it is correct or too low?

To sum up, signing up for the Verizon FIOS package was a HUGE MISTAKE on my part. I gullibly believed all the high fallutin sales talk (or ###) of the Verizon reps at the Tysons Corner, Virginia sales/service center. I don't belive that the sales reps in this office (proudly displaying badges proclaiming themselves as "FIOS specialists") have the slightest clue how horrible and disastrously unhelpful and dysfunctional their FIOS customer service is. When I visited the store last week to report my probelm, they pretended to assist me in the most nonchalant way and in my presence e-mailed the problem to the attention of their "Escalation Department." I was guarnateed a response and resolution of the problem in the next 24-48 hours durin which Verizon would call me. I did not receive the promised call nor was the problem resolved by them. It was resolved finally by me after I spoke to Ms. Shumpter on January 5.

To those who may be contemplating getting Verizon FIOS service, I would strongly recommend staying away from this company, which is so utterly dysfunctional and unhelpful. For all their hype and promises, Verizon's customer service is truly a nightmare to behold and experience.

HM, McLean, Virginia, January 6, 2009

Ok so i have had Fios for 2 1/2 months now. Exciting huh! never a dull moment! On the date of the installation the installer arrived. He went on to tell me how this was his first install!, hadnt seen one of these O N T things before. 7 to 8 hours later and after borrowing many of my tools and me to get the job done I had Internet but no phone. 24 hours later after many calls to Verizon's support (From my cell) the phone finnally was working. TV showed up 3 weeks later when I was told my Media Center would not work (Ill have to add 2 new set top boxes to the account) and 2 Tivo's V1.0 would not work. Ok so we got the Motorola DVR for free for 1 year that should replace the old Tivo's what a bargain because it DOES NOT RECORD ANY SOUND. It also turns itself off! Must be a wonderful power saving option huh?. So I spend several hours on the phone on HOLD (Get used to the ON HOLD thing) to be told to drop it off at the local UPS shipping office and send it off for free. I could have shipped 5 packages in the time the UPS office took to fill out the paper work Im ready for a nap. So after my wife has chastised me for ever getting her into this mess we order a Tivo Series 3 $950. Ok so what if she missed many of the season openers? Live in my shoes I said. So I go to call Verizon to order 2 cablecards for our new Tivo, I started on hold at 9:00am and by 2:00pm I gave up and drove to my local Verizon store to order 2 cablecards, sorry sir but we can't order them for you but here, she hands me the phone please order them yourself! I went home and sat on the phone most of the rest of the day, I enter my land line # and always eventually end up with Verizon Cellular which I dont have (Just trying to add services to my account) I gave up around 5:00pm. Next day I get the cards ordered after several hours but they cant be here for to install them for around 3 weeks. OK im in trouble with my wife again. While Im finishing ordering the cablecards the Phone rings and its the Verizon Collection dept!. If I dont pay the bill I paid 1 week before its due date AGAIN they will turn off my service tomorrow. I used the Verizon account # they gave and setup billpayer to pay the bill, paid it 1 week early now Im sent to collection?. They wont accept anything but a copy of the transaction from my bank. My bank does not make any copies its all electronic transfer. Luckily the next day I receive a check from Verizon for the $321.88 that I paid them a month ago? OK are they stupid or what, nobody thought to look to see if the account under my name needed $321.88 applied to it? Oh and why give me an incorrect account # printed on my bill anyway? All other bills since have had a different account number? Ok Ive just waisted another complete day of my time. All is well for several days. But now my computers cant access the Internet, dropping like flies, Im an IT person so after part of a day I trace it down (my Saturday off from IT stuff) to the Verizon supplied Westell router, Of course after multiple power starts and attempts to access the router I have to hard reset it and wait for 30 minutes for the ONT to recycle. I see a RJ45 plug that would allow me to use my supperior Dlink DGL-4500 Gigabit router wow I was going to do this but Ive been so busy on hold and fighting off the Verizon Collection service I havent had a moment to spare. So I call tech support. My ears are still ringing... I get yelled at not to touch anything that Verizon owned! OK I wont use my Dlink router, I have to wait for the Westell 100mbps piece of junk to recycle. Ok Internet is back on again, did I mention they told me NO NEW ACCOUNTS ARE CHARGED INSTALLTION FEES? They just dont call them INSTALLATION FEES they call them ACTIVATION FEES!. Oh and that Free DVR for a year has been charged on my bill. Oh and a late fee because I was dumb enough to use the account number supplied to me by Verizon. So the Verizon guy shows up and has my new cablecards, sorry but I havent done one of these before. Oh boy another rookie? Thank goodness I knew enough to help walk him through pairing an "M" card. 4 hours later I have Tivo! So yesterday I get a bill in the mail for $166? My account is current at $0 but yet Im getting my Verizon turned off again in 7 days time. I spent 3 hours on the phone last night (Mainly on hold) Brittany wanted to anyalize my phone bill and put me on hold. 40 minutes later Collections picks up and wants $166. I asked why Im current? they wanted $166 more and for what? And what happened to Brittany anyway? Desiree now laughs and says "Pay the $166 or go to billing if you want to anyalize your bill" I told her I WAS with billing she told me she was putting me on hold to check my bill? After a number of other completly worthless customer service reps Melanie and Levigne and a guy from India who was pretty nice I was put on hold again and lost the connection after another hour. Melody was able to tell me I owe $0 so the $166 is not on the system. Today I went into the local Verizon store and explained my deep dissapointment in the deplorable customer service. Funny she didnt look surprised. Her computer locked up as I sneered, she used a spare computer but to no avail there is no ammount of $166 on the account we will investgate and call you back. No call yet its been all day.
I dont have words strong enough to describe the frustration of the many lost hours over the past 2 1/2 months with the customer service dept of Verizon. It is horrific and deplorable. I will post on TheGreenButton, My3Cents, and file a complaint with the Attorney Generals Office in Washington State. This company rates about as low as I can possibly put them.

I took Verizon FIOS tripple bundle (Phone+TV+Internet) which they adertise is $99+tax. I have been getting bill for 160 per month since last 3 month and this month I got 175 $. When you call them they wont adress your question and most of the time they will hung up the phone.

You cant even disconnect the services for that they say, they will charge early termination cahrge which is 199 $.

They are cheating people. They advertise FIOS tripple bundle for $99 per month but they bill around 175 $ every month.

Is there any way we can deal with these people or can take leagal action against them ? Please let me know on [protected]@yahoo.com

Thanks

I am writing today to address my concern of money not being refunded as promised to me by various Verizon high speed internet reps. I made the fateful mistake of signing up for Verizon's DSL services off a Valupak coupon I received in the mail. This offer, promising 6 months free internet service (at a value of $21.99 monthly) with free modem, shipping, and activation, expired 10/31/08 so I wanted to take advantage of signing up for this service before the end of the month.

I signed up under the assumption that this coupon wasn't indeed misleading. I verified with the CSR why I was calling in to sign up for this introductory offer.

I was NEVER informed Windows ME wouldn't be compatible with their service. I haven't had internet service at my residence for several years and have an older Gateway computer. Only after $80.84 was debited out of my account was I informed by a Verizon rep that only Vista or XP are the operating systems compatible. I feel that I was led astray by false advertising.

I ended up speaking to multiple reps in India but had no success in ever obtaining internet service on my home computer. I was subjected to lengthy hold times and there was a language barrier struggle that resulted in very frustrating communication. I also spent more money out of pocket holding on their toll free lines for 30-60 minutes on average waiting for help. This caused a significant overage of minutes on my T-mobile cell phone bill. This is costing me an additional $50.00 out of pocket!

Here is my greatest source of irritation. $80.84 was debited out of my checking account without an invoice or a call that this was being done. In this economy where I live paycheck to paycheck, this nearly caused my account to overdraw.

Absolutely aggravated, I canceled all service well within the 30-day money back guarantee. I called in and was informed by a rude CSR that my initial coupon was never honored since I don't have a home phone. She also stated that I was lying about using a coupon. Then, I was told that half of my money would be refunded on the bill cycle date of Nov. 13th with the other half being refunded upon receipt of their modem. November 13th passed with no deposit to my checking account. This led to yet another horrid experience with Verizon where I was told that the earliest my money could be refunded was now Dec. 28th. The reason? “It could take one billing cycle. Even with your 30-day money back guarantee, it could take two billing cycles."

I ordered phone service from Verizon because they said DSL was available at my address and I wanted to get the deal they were offering. I waited two weeks for phone service to be turned on then waited another two weeks to receive the modem. Then another two days and numerous phone calls wanting to know why the DSL isn't activated yet. Then they call me and tell me they cannot provide DSL service because I am too far away from their main location. I canceled their phone service immediately and they actually did one thing efficiently. Within 5 minutes I did not have phone service any more.

After being convinced by Verizon Online that I need online protection, I downloaded the Verizon Internet Security Suite (VISS) which can be used on three (3) computers once you subscribe. When checking out "system requirements" there was nothing that said VISS wouldn't work for Windows 98 (and I have one old computer that has Windows 98 operating system) but, once I subscribed to VISS and was ready to install in on the computer with Wins98, a message appearred that said "this does not support Wins98. Because I have three (3) computers, if I had known that I wouldn't be able to protect my other computers I would have check around for another security suite that works with Wins98. Some things should be stated up front and not after the fact.

We opted for a Verizon FiOS bundle (Cable, Internet, Long Distance) @ $99 a month late in 2007. Since that time they have charged us $140 a month for our bundle plus an additional $29 for HBO aqnd the Movie Channel, services we NEVER requested. We complained once and we were refunded $145 but started again with charging us too much. In addition, they have our billing address wrong as well as other important profile information.

This is a very poorly organized company. Hours on hold to get things corrected that THEY screwed up and then they still fail to correct the issues. Stay away from Verizon FiOS at all costs. The service is fine, but they'll kill you with their criminal billing pratices.

If anyone knows about a class action lawsuit against Verizon, let me know!

I honestly did not know the ad was running because there hasn’t been one single call… ever…at all; i’m so glad the rop talked me into this and signed us up. I would like to personally thank idearc media for zero results.

I remember another entry in the notes now regarding the placement of the advertising; that my company would be inundated with phone calls as a result of the advertising resulting in many new customers, even before the first payment was due and how hundreds of people that the sales rep spoke with every day, need and are currently looking for this company’s services. so I want to personally thank your reps as well for the false advertising to sucker money out of growing companies with false claims, fraudulent business practices and false advertising.

Verizon Fios has been out for more than 16 hours now. No phone, No internet, No TV. And I cannot reach anybody in Verizon to find out why.

referafriend program is a big scam i refered 3 friends they all got installed
and love the service however i was to recieve 150$ for each referal
but to this date everytime i call no response no solution. i
checked the website and all my friends orders are still pendig it's been 3 months. a big ripp off

I purchased the phone including the plan one and a half years ago (Around June 2007) . A year into the contract i was out of college and had secured a new job in a new location, i got none or barely any reception in the area. I called up Verizon - spent a lot of my time on the phone with tech support/ customer service - they could NOT resolve my issue. But as stated in my contract they are only obligated to provide me with service in my "home location" or "primary location" and it has to be inside (not outside) even though i spend almost 10 hours of the day at work. Several months later i started to experience trouble at my "primary location", after more then a few phone calls a troubleshooting ticket was put in to test the service at my "primary location". Nobody informed me of the progress, not a phone call, email or text. Finally i called up and they said that they had determined that there was no network issues in my area, they also noted that they did not test the network in my primary location because they were not able to step foot on my property as required by law.

Wait a minute though, i signed a contract which agreed to provide me with service at my primary location, but they couldn't even test its availability there? Verizon has a contractual obligation to provide me with service yet they failed to do so. Yes Verizon my "street" or "area" has service but i do NOT. I often have to make calls off property or while driving at a huge inconvenience to me. They were convinced it was my phone, so they sent me a new phone, not a working phone of course, a broken one - the phone's screen went completely white. So then i had no service AND a broken phone. I had to send that one back to to get it replaced. They still refuse to cancel my contract. If they had sent a technician to my house they would see that i don't get any service at all. They are not holding up there end of the bargain. I am frustrated and upset, i will not be reimbursed for the hours i spent with them on the phone nor the trips to Fedex to return the phones and despite Verizon's claims i still have no service at my primary location and they want me to play the early termination fee.

Additionally i have to put up with the pain and frustration of talking with different Verizon employees at all hours of the day - some gave me a lot of attitude and were very rude. I have spoken with over 5 customer service representatives and over 5 "engineers" many oh which who had a thick accent, making hard for me to understand anything they were saying. Each time i had to re-explain my entire story. This is a cutout from their ''Worry-Free Guarantee ''If you ever have a problem, it becomes our problem the first time you call. No run-arounds, no hassles. If your issue can't be resolved during the course of your first call, we will take the responsibility to get back to you with an answer.'' No Verizon the problem is you want to charge me bogus fees and take my hard earned money so your board members can all have there own private jets. Seems to me corporate Verizon spends more time playing minesweeper then serving there customers.

Ultimately Verizon can keep you "locked" into a contract if you have service in the "area", i plan to file complaints with the BBB and the FTC, hopefully Verizon will no longer be able to get away with this.

I have tried for 2 months and at least a dozen calls to Verizon to get them to cancel the "additional" webspace I purchased. Each month they promise it's handled and nothing happens. No refund but the charge stays. It's amazing how easy it is to add the additional webspace but impossible to get it removed. To date it still isn't removed and their "on-line" idiots keep sending me to billing who sends me to Customer service who sends me to tech support who sends me to billing who sends me to CS and on and on. I really hate Verizon.

We have the family plan with Verizon Wireless. We bought two phones in June 08. One phone we paid full price. Then without my knowledge, Verizon credited our account $50 and said you get $50 credited to your account for this phone and extend your contract for one more year. I didn't agree to this. Then my daughter has had problems sending and receiving text messages with this phone, it's a Motorola, every since she has had it.They said 'Oh, the software needs updated'. The phone was only three months old, why didn't they put updated software in it to begin with? So the IT guy said we've done this and your phone is good to go. Guess what, we're still having problems. Then today, I find out from another customer service rep at Verizon, they really didn't update the software because it has to be taken in to a store location to have that done. She admitted the IT guy lied. On our other daughters cell phone, the second phone, it's a razor and it was purchased in June also. The screen is blank and cannot she if she has a text, voicemail or who is calling. These phones are only three months old so we shouldn't be having software issues or any other problems. Neither of these phones have been dropped or ever gotten wet. It is manufacture problems is what Verizon told me. So since Verizon is selling these phones why do they not have to be held accountable and make good for the junk phones the consumer's are receiving. Not to mention paying good money for? Instead they blame the manufacture but that doesn't help us any whom is holding the junk phones Verizon is selling to people. Just an idea: could Verizon be doing this so that customers will upgrade then have to sign a extended contract? I have been dealing with these issues and trying to get these phones replaced but Verizon wants to replace them with refurbished phones. I wonder where & why they have so many refurbished phones? I paid for a new phone not a used phone that obviously didn't work either or else it wouldn't be refurbished.