I would like to know who from these forums has successfully filed a complaint by mailing the corporate address?
How long did the process take and what was the process?
warm regards,
-fs
Try this website. It does not seem logical to need a third party site for support, but they do listen to issues in this forum.
http://www.dslreports.com/forum/vzdirect
I can say from my experience the people at Verizon do care. It seems to me that their biggest issue is lack of experienced people, or lack of knowledgable people. Just think of how much they have expanded their technology offerings and how hard it is to train and find qualified people. I think FIOS needs to have a customer support rep news bulletin that is pushed down the CSR's throats. Also a consistant format for offerings and policies would help.
I too have had billing hell. Like my package that includes Internet last March went from part of the package to monthly extra charges for Internet. I think they need to train the people on how to enter requests into the system, and program the system to prevent screw ups. Like prevent additions and charges for something that is part of some other package. A friend in Virgina had the same thing happen with his TV service. He was getting billed for TV as separate option and it is part of his package. They have always made things right for me and last time gave me a $10 discount for my troubles. I have delt with Cable companies and that is why I am dealing with Verizon.
I hope you get your issues resolved and perhaps can give Verizon a chance to make things right.
I have written to Verizon customer servie and Pennsylvania Public Utility Commission about FIOS telephone issues. Other than calls from the Escalation Department in Pittsburgh to acknowledge the receipt of my letter, the real issue is still not addressed after 3 months. I thnk class action lawsuits are the only hope for the customer now.
There may be some federal government agencies dealing with consumer related complaints. Please post any infomation you have to get the public moving.
My experience today was ridiculous! I called to dispute a billing charge and before I could even explain anything, the service rep informed me she would not be taking ANYTHING off my bill for whatever reason! Total ignorance in customer service! Who owns this company anyways? We are the ones paying their salaries to treat us like crap!
@robertcrosby wrote:I'm just now looking into this. My experience with Verizon has been a prolonged, agonizing nightmare. They raised my internet rate without notifying me then billed me retroactively for several "late" payments, includings late fees. I called and spent over an hour (literally!) on hold, and they refused to reverse the incorrect charges. I asked them to cancel my service, giving them a cancellation date two weeks away to give myself time to change to cable internet. Instead, they cancelled my service the next day, leaving me without internet. I called and spent a cumulitive two hours on hold to find out their error. They promised to turn the service back on within two days (since it was their mistake), but they never did. It turned out the wiring in my house would not support cable internet. After going a couple of weeks without internet (reasoning that anything was better than dealing with Verizon), I reluctantly called back to re-establish service. I did want to order a new modem because I wanted one that would support two computers. Verizon sent me the wrong modem, charged me for it, and still charged me for the incorrect charges on my previous account. Talking to a human being at the company is like trying to win a radio contest. Words simply cannot describe the level of outrage I feel toward this God-forsaken phone company.
Hey Techman28,
I've only had to call FiOS tech support once and I thought they were helpful. It was billing that was a nightmare for me. My experience was not unlike the one described above. I gave much more detail in another post. You guys clearly have the best product on the market, but man the service side is hurting if my experience is the norm. I'm hoping I got the one lady with an attitude.
Verizon has yet to remove erroneous charges from my bill.
In fact they are demanding that I pay it upfront, promising a "credit" later.
Yeah, right.
Just take it off! duh
Sorry -
I HAVE sent a letter to the only address I could find for "Headquarters".
I have not received any response at all.
@Techman28 wrote: @robertcrosby wrote:I'm just now looking into this. My experience with Verizon has been a prolonged, agonizing nightmare. They raised my internet rate without notifying me then billed me retroactively for several "late" payments, includings late fees. I called and spent over an hour (literally!) on hold, and they refused to reverse the incorrect charges. I asked them to cancel my service, giving them a cancellation date two weeks away to give myself time to change to cable internet. Instead, they cancelled my service the next day, leaving me without internet. I called and spent a cumulitive two hours on hold to find out their error. They promised to turn the service back on within two days (since it was their mistake), but they never did. It turned out the wiring in my house would not support cable internet. After going a couple of weeks without internet (reasoning that anything was better than dealing with Verizon), I reluctantly called back to re-establish service. I did want to order a new modem because I wanted one that would support two computers. Verizon sent me the wrong modem, charged me for it, and still charged me for the incorrect charges on my previous account. Talking to a human being at the company is like trying to win a radio contest. Words simply cannot describe the level of outrage I feel toward this God-forsaken phone company.Robert DSL or FiOS? Also I'm a bit dumbfounded at their 2 day turn on timer if it was Fios as that in 95% of cases can be turned on within 4-6 hours.
Techman28
Tech support has always been pretty good once you get someone that knows. But billing has always been my issue. I will not say how good it has been lately, in hopes for it not to go bad.
Would someone please list the most successful avenues for filing complaints (addresses, e-mails, numbers, etc.). I have had a nightmare of an experience with verizon. I HATE that nobody can take care of everything on my bill but get transferred 5 times, get disconnected, and wait for over 25 per transfer. My time is worth the $3 extra I would pay with a competitor and I would like to make my dissatisfaction known to headquarters. Thank you for your help.
A call to your local cable commision is the best way to solve any unresolved problems.
They are normally very fast, I think because VZ has to pay fines if they don't respond quickly and thoroughly with complaints lodged and recorded by the commisions.
Yes, I wrote a letter last Feb. '08 to the president of Verizon Communications and copied my state's PUC. I got a response first from the PUC saying that they contacted Verizon and advised them to respond to me within certain time frame. I got contacted by Verizon shortly after that and they began working with me to resolve my problem. You should always copy the Public Utility Commission on correspondence regarding complaints.
I am a NEW VICTIM of Verizon, billing and service....we are not going to get anywhere complaining to the head of the snake.
Does anyone know the proper way to approach our individual State Attorney Generals. Maybe if thousands of complaints are lodged it will prompt an FCC investigation. {please keep your posts courteous and keep it relevant}
[edit]
They lied to me and thousands of Alltel customers. I am looking for the linkto the FCC complaint forms.
{please keep it relevant}
I signed up for a bundle in May and somehow my bundle fell through and they have yet to fix it. I've called the customer service every month to have this fixed and have gotten the rudest service. The CSR's have actually been very courteous; however, the manager I have spoken with on several occasions has essentially called me a liar. So this is how customers are treated by Verizon. I am so frustrated with Verizon on a simple technical issue they are unable to fix. My bill is supposed to be $69.99 and every month i receive a bill for around $150. If there anyone else who is having this issue? And how can we go about getting this corrected? This is a nightmare and have never been treated so badly!!
Like everyone else on this thread, I'm sick of Verizon's horrible customer service. I filed a complaint to the Better Business Bureau, and I encourage everyone else to do the same.
Go to the BBB website (www.bbb.org).
Click on "File a Complaint."
When you get to the screen that says "Find a Company," you can search by phone number.
I entered (800) VERIZON (800-837-4966)
"Verizon - All Area Locations" will come up.
Select them, and proceed forward.
Verizon's business practices are dishonest and unethical. They have complete disregard for the customer's requests or needs, and their customer service via phone is broken and purposely designed to frustrate the user.
Verizon has the most consistently poor customer service of any company I have dealt with on a frequent basis. Phone calls promised and never returned, copies of bills promised and never received, consistent incorrect billing, etc. etc.
I have so many notes they will not all fit in two file folders any longer (over a two year period).
If I had two days to take out of my life to transpose these notes and forward to the FCC i would. However, this company is not worth the effort.
DO WHATEVER YOU CAN TO AVOID DOING BUSINESS WITH THESE PEOPLE. THEY DO NOT CARE.
