I am truly at my wit's end with Verizon. This is the third time this year I made changes to my account and Verizon added extra services I did not order. Wednesday, December 7th, I called to increase my internet speed. I distinctly told the agent I did not want the Security package nor the Backup. What happens? I not only get confirmation for the internet speed increase, but also confirmations for Security and Backup.
The same occurred in December, 2010 when my building underwent reconstruction and tenants were moved from one apartment to another temporarily. I and my neighbors with Verizon services called to have services discontinued in our leased apartments and installed in the new temporary apartments. When asked if I wanted additional services like Security, Backup or Direct TV, I said "No."
In January, 2011 when services were finally installed, the following month I found the extra features added to my bill. I checked my neighbors' bills and they all had extra features added. (One neighbor who is blind had caller ID added to his bill.) When I returned to my leased apartment in April, the same occurred and I have all the confirmations to prove it.
Fast forward to today, I called twice Friday to have the Backup and Security removed and have yet to receive a confirmation to that affect. I also called because I was promised a speed increase of 7.1-15mbps and received 2 confirmations to that affect. Continuous speed test at different times of day indicated continuous speed results just below 10 mbps.
When I inquired about this I was told by Tech Support that I am only allowed 10 mbps. I spoke to the Business Office and complained about the speed and the extra services. I was told I was only allowed 10 mbps. When I asked to have the Security and Backup removed the woman first asked if I had security which I replied that was not her concern. She then replied I had to have Verizon's security!!!!! I told her to remove it off my bill.
I called an hour later with the same questions: why can I not get the 15mbps as promised and to please remove the Security and Backup which I did not order. The gentlemen appeared cordial but said he would transfer me to Tech Support. After 5 minutes I received a recording instructing me on how to turn off my computer and power down the modem, etc. to improve my internet speed. I then received another confirmation for the internet speed increase.
PLEASE, is there someone who can assist me with having Security and Backup removed from my bill without my having to spend a lifetime on the telephone waiting to speak to a warm blood being at Verizon? I have also tried to change my services on line but that is like finding a needle in a haystack.
Thank you.
