I just read the post from this link: http://forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/Filing-a-complaint-against-Verizon/td-p/633205 and I completely understand how pixiestyx had been going through because what happened to him when communicating with Verizon just happened to me exactly the same way.
I called Verizon to request internet service because I saw a FIOS ad on their web site and when I entered my ZIP Code to check availability, a message came out: it asked me to call a Verizon number to receive a promotional offer. When I called them, I was told that FIOS was not available in my address so I was suggested to sign up for HSI service which has to be bundled into so called "Verizon Freedom Essentials". I was looking for internet service only, but the agent told me that was not possible because it had to be provided with phone service. I decided to sign up anyway because I used Verizon internet service several years ago and the it appeared to be stable back then. (I could choose only internet service at that time) I was told to pay a $100 security deposit because she said she couldn't run a credit check. I agreed because although they had never asked me to pay that kind of deposit to start previous services, they were running a large & secured company after all.
After the service had been set up, my internet speed was terribly slow, even slower than 3-7mbps, the speed they claimed to be providing to me when I signed up. I called tech support and a tech came to my apt. He ran a test and determined that the problem was from the line between the box on the roof and their central office although he doubted it might arise from the splitter for phone & internet. He changed the line later that day but speed remained the same, only about 2.6 mbps. Because his doubt, I changed a splitter but speed still didn't change. Only when I disconnect the phone entirely, the speed became about 3.5 mbps. (Verizon says that's about the fastest they could provide in my area because it's too far from their central office). Even worse, sometimes the internet connection gets dropped for hours for no reasons. Finally I decided to cancel the service with Verizon. I called them one week ahead to request termination of service on whatever day they had billed me till, expecting to make it even and not to receive any more bills from them. They said it had been arranged. The service would be terminated at midnight of 15th. But it turned out they terminated the service one day earlier without any notification.
Yesterday I just received another bill from them: they charged me one more month of internet service even though the service was terminated before last billing cycle ended. Contacting them could not help me resolving the issue. They just bounced the call with each other, with one answer denied by another. Even though the bill stated that I would receive another final bill in one month with credit and adjustment, I just could not understand why they have to do it this hard way.
The way Verizon's doing business "Charge customer first and promise to refund later with scheduled service that they could not keep up with" really disappointed me. I've totally lost my good impression on this company. Until now I've still been trying to find out how and when I can get my $100 security deposit back, a security only belongs to Verizon itself.
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