Billing Mistakes - Unhappy New Customer

I signed up for Verizon in January 2012 and much to my surprise the first bill was completely wrong and customer service seems unable to resolve the problem. I've called 2x and have been emailing them for about 2.5 weeks now in an attempt to get the billing error corrected. Does this sound familiar to anyone else out there?

Here's the situation:

Verizon Triple Play for $114.99

FiOS TV Ultimate HD
FiOS Internet 25/25
FiOS Digital Voice - Unlimited Plan
Additional charge of $19.00 per month for multi-room (4) DVR
One time charge of $19.99 for hooking up the 4th TV

Price includes the following:

$25 worth of credits for 24 months
Free MultiRoom DVR for Life
FiOS Activation Fee Waived
FiOS Internet Activation Fee Waived

Total Charge (excluding taxes, etc) for first month should be $153.98; for months 2-24 it should be $133.99

Upon recieving my first bill I find the following errors:

Missing $10 worth of monthly credits
FiOS Internet Activation Fee is not being waived

I called Verizon customer service immediately and was able to get the FiOS Internet Activation fee waived but was told I'd have to call each month since it is billed over 3 billing cycles. Although I am frustrated that they can't prevent the charge from appearing in the first place I can handle 3 calls to customer service to have the credit added to my account.

As for the missing $10 credit... I have not been able to resolve the issue after sending multiple emails and faxes that clearly state I should be getting the credit each month. I've dealt with Albert, Elvin, Bonita, and Tia. The only CSR that seemed willing to help was Bonita. She provided me a fax number and I sent the screenshots showing the $25 worth of credits I was to receive each month. She responded acknowledging receipt of the fax and stated it would take 7 business days to review. Well, it's been 9 full business days I sent an email to follow-up and got a reply from Tia indicating that the $10 worth of credits each month was denied because I didn't order online. I DID ORDER ONLINE!!! As a new customer I am very unhappy with the Verizon's billing practices and customer service.

Anyone out there have an idea how to get this billing issue resolved?

Accepted answers

TonyaD_VZ

Verizon support is in receipt of this issue. We will send you a PM to gather additional information.

Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

All comments

mac310

I think that sharing your experience with anyone that might make the mistake of signing up with Verizon would be good start.

[Deleted User]

I'm sorry to hear about your recent issue. The Verizon Forums is a peer-to-peer support channel in which users help other users. Because your issue appears to need account specific assistance from Verizon, I've copied your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible.

Adam_VZ

Sorry for the troubles! I've sent you a PM so that we can get enough information to locate your account and help get this resolved for you.

BradShann

This EXACT SAME THING just happened to my husband and I. I work for a local television station and our consumer reporter has done numerous stories about poor Verizon service/billing (specifically their attempts to "doup" their customers with misleading charges such as the "installation" fees.) I have filed a report with BBB and urge you to do the same. Each time I call Verizon customer service, I also record the conversation on my phone. My only regret is that I didn't do that when I called to set up my new account.

jbutler79

Another week has gone by without a response from Bonita after I provided her with additional information concerning my order via email on 02/10/12.

I didn't get any help from Adam_VZ after providing him with the information he requested via the PM.

I am still not getting anywhere with resolving this issue but will keep the thread updated with any progress that I am able to make.

jbutler79

Thanks for the feedback, I have also filed a complaint with the BBB.

jbutler79

Got my second bill yesterday that contained the incorrect charges and was missing credits. Called customer service and spoke to Lisa. She was very helpful; it was great to finally speak to someone that knew how to do their job. She gave me a credit for the installation charges on the current bill plus a credit for the charges that will be on the next bill so I don't have to call back next month. She also stated that a $10 credit would be placed on my account for the next 12 months to give me the discount I was offered when I signed up service. Although the discount is only for 12 months instead of 24 I am happy with the customer service Lisa provided.

What I learned from this process is that Verizon does have at least one capable CSR but finding the one willing to help can take multiple attempts (3 phone calls and 10+ emails). I was tempted to ask for a supervisor or the retention department on this last call but was glad that I gave Lisa an opportunity to help me. She was friendly from the start and you could tell that she truly wanted to resolve the problem.

When I get my bill next month I will provide another update to let everyone know if the additional credit of $10 is noted on my bill.

HDchannels

You was very happy guy, I can't solve my problems SIX months, they add me some fake amount $30, I spend one month to try get a credit back, but in next bill I got later payment fee $7.

After I was in person in Verizon office they promise me remove it from next bill, but they add me Showtime and Epix for $25

So you can't won agains them, better swith back to brighhouse or disconect TV at all.

I very happy with T-Mobile, never have a single problems with billing, but they don't have TV and hone internet

JFR2004

Yes, I had the same ripoff experience that you did. Signed up for the triple play promotion right around the same time as you, too.

I was super vigilant because I started to smell a rat before installation (I couldn't get a written confirmation of all the credits and fee waivers I was promised on line). I canceled the order and started over, taking screen caps of everything I was promised along the way, so that at least I would have proof.

Glad I did that because I just found the internet activation fee on my bill (it was supposed to be waived). Now I'll have to got to battle with them to get it removed.

Also have a $5 late fee already! This is the first bill. It's a shame that we have to watch them so closely. Turn you back for a second and they try to rip you off at every step.

TonyaD_VZ

vahiker_hunter

I renewed under the Triple Play Utlimate Fios, 35/35 and digital phone for the $114.99 with the $300 prepaid Visa and am being billed $139.99, upon contacting CS, Mario was working to get approval for the price, as the promo was no longer current, however, we were disconnected twice, however, Mario called immediately upon the first disconnect, but later while on hold, I was disconnected and not called back. I called again and the CS rep Tamara was very course and refuted my claim of this pricing package. Did not entertain this price for the package described, however, was happy to file an escalation ticket (they'll contact me over the next 5 business days...) and when I asked for a Manager upon this initial "vibe" I was told the manager was unavailable. After trying to get to where Mario and I left off, I just did the escalation ticket and again asked for the Supervisor, to which I was told the manager was on the phone, however, I could leave a message for a call within the next 24-48hrs. I've never had this kind of issues before and I've been with Fios for over 4 years now...I am seriously contemplating terminating...can anyone provide screen shots of the promo from the first quarter 2012?

julikell

I just posted the following message in its own thread:

*****

For the past two years, my FIOS bill has ranged from $100 to $110. I pay my bills regularly.

I renewed FIOS (FIRST MISTAKE) with a two-year contract (SECOND MISTAKE). Thought my monthly bill would be under $100. At least, that's what the nice lady in sales told me, and I believed her (THIRD MISTAKE).

Now my bill is $276. That's two hundred seventy-six dollars!!!

I don't want FIOS. I don't want your gift card.

I want to be released from the STRANGLEHOLD THAT IS VERIZON. Verizon billing is dishonest and unethical. I don't want anything to do with this company ever again.

GoBlue12

Keep checking your bill every month. Especially if you recently spoke with some sort of customer service person about anything.

Every few months something new would appear on my bill. For some reason they randomly add on services that I never said I wanted and never even asked about.

They are usually small amounts, between $5 and $10 so unless I was really looking at every single line, I would miss it. Sometimes it is some kind of game club thing, a couple of times the internet security thing they offer would pop up. Finally what set me off (and I haven't had a problem that I have noticed for a year now) was when they offered me a free 3 month movie package, to make up for the hassle I had to go through with my bill. So I accepted the free 3 months of movie channels. They asked me which channels I wanted, and went down the list of them. I asked them if they were all free. YES they said. So I said that in that case give me the whole movie package so I can check it out. Well, a month later there is a charge for $30 or so for a movie package. I was so **bleep** off at this point. I called and the ding dong that answered the phone had this as an answer: well, we bill you for the movie channels for 3 months, and if you don't cancel the package before three months then we will credit back to your account 90-whatever dollars.

My mouth just fell open in disbelief. It was then that I finally realized that these people have absolutely no clue about anything that is being discussed. They must not get trained at all. Why in the world would I pay for three months, something I was supposed to be getting for free? Why would anyone care if I cancelled before 3 months? Especually because I am not supposed to be paying for it anyway! I went a couple of rounds with her repeating those exact two points over and over. She came up with something about my bill being "prorated" and some other nonesense that she didn't even know the meaning of!

I am not saying this to be mean to this girl I talked to. I seriously think Verizon must have the worst training program in the history of customer service. It baffles me how they are as big as they are! Well, maybe that is the problem. They are so big, they can bully and cheat the customers, and somehow get away with it.

voice3

Interesting... I just received my first bill from Verizon and it was over 10% higher than my "predicted bill" because of "Verizon charges." When I went to billing support on the Verizon website, no contact options were listed. I'm beginning to question my switch to Verizon from Time Warner.

ElizabethS

Just a friendly reminder, this is a forum where users help other users.representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

CancelSoon

If you need to return defective equipment, be ware of using only the Prepaid Shipping Label that they include. Be sure to add, at your own expense, a request for someone at Verizon to sign for its receipt. I did not. I returned an $11.99 per month set box in December 2012. Apparently it floated around their system until they "checked it in" in May of 2013. We did not move into this house until almost 2 months following the original installation, and were then overwhelmed with numerous unexpected home repairs and some health issues. Through the clutter of moving and getting settled, I cannot produce proof I returned it in December. I should have checked my bill sooner, but made the mistake of thinking Verizon would have their act together.

Verizon does not care about their customers. They only care about getting every last dollar possible. The first time I called, a representative gave me the credit for $64.15. Later, with no notification, some one reversed the credit and rebilled me for $60.01. Although I attempted to go up the ladder, I doubt that I ever spoke to a manager. I was basically told, if I could not provide Proof of returning it before May, tough luck.

Well, Verizon, I'll be on my way to another service as soon as my contract runs out. You obviously do not care about your customers, and feel $60.01 is more important than keeping a customer. To the rest of you, be sure you get a Signed Receipt for your returns.

ElizabethS

Hello CancelSoon

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

CancelSoon,

We never heard back from you on the issue. If further assistance is needed please open a new thread.

Josh B

CancelSoon

This message has NOT been resolved. I tried to get to a representative thru this forum, but was UNSUCCESSFUL. You have my E-Mail. If you need more information, tell me what it is you need.

[Deleted User]

Hi CancelSoon,

I have requested that your private support case be reopened. You will need to access your case in order to contact the support agent. To do this, go to your profile page by clicking your forum username, which you will find next to any of your posts, or at the top left of this page. In the middle column of your profile page, you will find a link to your support case.

CancelSoon

When I click on my forum username, my profile page does not come up. I do not see a link to support case.

ElizabethS

Just go to the left of your post and click on your name. That will take you to your profile page.

CancelSoon

OK. I See a list of the posts. What do you want me to do with them? You said you needed more information.

ElizabethS

You click on the link under My Support Cases and correspond with the agent there.

Verizon_Support

CancelSoon,

We were able to find a solution to your problem! If you need help in the future, please create a new public thread for us to move to the private support cases. You were a pleasure to work with and have a great weekend!

Thanks,

Rachel

RachelChana

sI was finally able to leave Verizon's stranglehold several years ago for a cable company's all in one service, faster internet and lower charges.

Unfortunately I recently moved into an apartment complex where Verizon has an exclusive contract for phone and SLOW DSL internet! It has been a nightmare from the word go from no-showing for installation (for which they have billed me over $100 in monthly installments), having no dial tone during a medical emergency and being curse at by a repair representative, to services included with my service not working.

The kicker was that my service which was not to be installed until May 31 (and I received no dial tone at all until they rewired at the pole until June 3), was billed from May 17.

At some point none of this stuff is erroneous. It's simply fraud. This is what deregulation has brought us.

I am seriously ill and simply do not have the energy and stamina to deal with them anymore. No company is worth dying for. They will get their blood money.

If you have ANY choice other than Verizon, DO NOT DEAL WITH THIS CROOKED COMPANY.

Every single person I know who has Verizon landline has had some kind of serious billing issue with them. That's just plain crooked.