We previously had FIOS at our home under my wife's name for a period of 2 years. On Sunday March 09, service was transferred over to my name (new account with a 2 year contract). In speaking with the technician who came over because I was told I could not do a self-install and would need a technician, he asked us to keep the same equipment as it was already in place (router + 1 DVR + 2 HD boxes). He transferred the equipment over to my new account using his tablet, and I assumed that was the end of that.
Fast forward to a couple of weeks, and I notice my first bill has a charge of $95 (First phone jack install), split into 2 charges of $47.50 for the first two bills.
I call customer service on 3/19 and am told the charge was an error and would be removed, and I should expect a new bill in 5-7 business days. I wait but there is no new bill that is generated. Account is due on 4/6, so I wait and wait.
On 4/7, I call customer service (after a very frustrating chat session with Verizon customer service), and am told the technician who came out to my house apparently put in the charge for the phone jack install.
To put this in context, we are in new construction, and have the home pre-wired for data and phone (cat-6 through the house). Every room has at least 1 phone jack, sometimes 2. In addition to that, we've had a phone line with FIOS in my wife's account for the last 2 years which we have been using.
I ask the CSR to tell me where this magical phone jack is, which I have no recollection of the technician installing because 1) I was with him the whole time and 2) he did not install a phone jack in a house which is overly pre-wired and 3) I think I would notice if the technician had installed a phone jack in my house.
He tells me its a one-time charge so it is sustainable and I should pay it!! It's not a matter of a measly $100 but principle, and why I should be donating money to Verizon when the work was not required, and moreover was not performed either!!
Either ways, he logs my complaint and tells me he will get bac to me the next day...and of course, no response. I call Verizon a couple of days later, and the CSR tells me he sees the note in the account regarding the dispute, and will contact the CSR to get an update, and I should hear from Verizon in the next 5 business days. Of course, no response, and the $95 is still due on my account (everything else is paid except for the $95 which is disputed). I contact Verizon today (4/29/2014) and the CSR tells me there is no update to the account, and they haven't received a response. I'm told the typical response time is 24-48 hours, but if its backlogged, it can be 3-4 days.
Simply put, I disputed the charge for a charge for $95 for a phone jack that was never requested and never installed. I first disputed the charge on 03/19/2014, its now been 40+ days, and the amount is still "disputed". The part I don't understand is how difficult can it be to call a technician, and ask him if he installed a phone jack, and if so, where was it put....give me his number and I'll call him myself...
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