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I have a QUESTION

Since we have renewed our FIOS contract 9 months ago we have yet to receive one single correct bill. It's always a mess and we always have to call in to get things corrected and a correct amount due. With all of the errors due to no fault of my own--I really wish I could just say I won't pay another cent until you get it together and send me the right bill. It's confusing because many of the corrections they say they will apply when you call them--aren't immediate--they say they will show up a few billing cycles down the road and most times, guess what? They don't show up. Grr.

When we call we go through the automatic system that gives us our current amount due, past due or whatever. That amount NEVER ever never ever matches what is on the paper bill, the internet version of the bill or even what a CS rep will quote.

Matter of fact all of them usually never match. Usually I pay the amount that the automatic system quotes.

I was recently told by a CS rep that the amount you hear on the automatic system is never right and to never pay that amount.

HUH?

So, I'd like to know, which amount has a better chance of being correct and most up to date---

*Automatic system when you call?

*Paper Bill?

*Internet Bill?

*CS rep?

I've said it before, love the product, but very strongly dislike the customer service. Once in a while I'll get a CS rep that really seems to understand and is helpful and I feel so relieved thinking I will be able to trust my future bills.....but then it just keeps on being a mess. So, I don't want to hear the reps say how sorry they are for the trouble--just FIX things so I never have to call Verizon again!

Comments

prisaz

Very valid point, and I like your post.

My first bill online and paper after my upgrade showed prorated items and all items separate and not bundled with my discount.

Second bill after my upgrade all items separate and not bundled with my discount. No prorated items.

Bill still not what was quoted with the discount. I am hoping perhaps the third bill will show the Ultimate bundle as priced with my discount and the correct amount. Some times it may take a few billing cycles for the bill to make since. It should not take nine months. I am very hopeful that my third bill after the upgrade to Ultimate will make since.

As you can tell from my CL status and how much time I spend on the boards, I am very fond of FiOS and Verizon's services. But there is always room for improvement. CS and Billing seems to be their largest issue to deal with. Verizon does monitor these forums even though they are peer to peer with users helping users. I have on many occasions seen Verizon intervene, and assist customers. It usually requires that you provide personal information in a private message or go through the contact us link at the bottom of the page. I will flag this post in a private area that may help in getting you issue resolved quicker. Look for a response here or in your private message envelope at the top of the forums page when logged in. It is locate to the top right of the page, below the search button, and should turn gold when a message is present.

Be sure to keep us posted. It helps when we all see items resolved, or not resolved. With a resolution prefered.

grrrizon

Thanks for the reply prisaz.

This morning, with my current paper bill at hand, internet bill on the screen, my stack of notes for this account and a nice cup of coffee (over heated as I knew I'd be on the phone with Verizon for a while)--I initiated the call to hopefully get things sorted out so I know exactly what I should pay.

I asked the rep if this was the correct department to go over my mess of a bill and get things sorted out. He assured me he was there to help. It's such a mess that sometimes it's hard to know where to start when explaining it all--especially when you have to tell the story so many times to all the CS reps. I suggested that I give him a minute to look over the account and recent notes. He made a few adjustments, but then asked if I'd like to be transferred or have him call me back since he was only allowed 9 minutes per call for customer service. Wow, I had no idea. Suddenly I felt like the clock was ticking. He admitted that this case was a bit out of his scope and I might be better off dealing with the billing department. So I was transferred.....to static.

Started another call and this time just asked for billing. I may have gotten lucky this time. The person I spoke with was patient and looked through the account, made adjustments and gave me corrected totals. She is even going to follow up with me next month to be sure the bill is reflecting what it should. Pleeease let this happen--I'm so sick of calling, keeping stacks of statements, notes, etc.

I will keep you posted. At the moment I am very hopeful!! 🙂

prisaz, keep us posted as well and thanks again for the info.

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