Verizon Fios Complaint

[Taken727]

Ok I've had Verizon for almost 4 years and I've had the Fios Bundle for over 2.  In October of 2009, I went to buy a new cell phone at a Verizon store and one of the representatives, Gilbert, for Fios started talking to me about my plan and telling me he can get it down cheaper and I could add HBO/Cinemax and I would only be adding like $10 more to my bill.  He did all the calculations printed out an invoice and noted this:

I would pay:

$146.96 before taxes and fees for 6 months.

THEN

$166.96 for months 7-12.

THEN

$176.96 for the whole second year.

So the first bill comes and it was WAY over $200, I didn't think nothing of it due to partial monthly fees and such.  Then the next month's comes and it $196!  So in January, I called customer service and they told me he gave me discounts that I wasn't qualified for because that's for first-timers.  I became aggrevated and I told her, "this is what I was promised and I wouldn't have agreed to change my plan if I wasn't told I would be getting a better deal." She said I would have to go down to the store and talk to them.

So I went last month and had some associate who was trying to belittle me explaining what I already know what I'm being charged.  Which is the last thing you want to hear when you're trying to get some answers.  They turn me away and tell me to come on the day the guy works cause they can't do anything.  This is a real inconvience for me and I feel like nothing is going to get resolved.  I love Fios but for the price $200 a month I'm paying, why shouldn't I just change to a local competitor and save money? 

Does anyone have a corporate customer service email or any suggestions to resolve this?  I need help 😞

Thanks!

[TheTechMan]

Good luck with that.  Verixon doesn't have a Customer Service department, so I was told on the phone.  There really is no way to speak to someone at Verizon who cares about your business.  To them, we're just marks.  I've tried every number in the book on their unfair and illegal AutoPay/Paperless tie-in and no one answers nor cares.  They tell me 'That's the way it is'.

[Laurelb1]

I was enrolled in the paperless billing "trial" and now when I try to "manage it" on line to get back to receiving my bill by U.S. Mail, although it gives me  the option to "de-enroll", it doesn't actually allow me to send the change. I have tried several times. How do you actually talk to an intelligent, literate Verizon rep?

[srvcinterrupt]

I did not enroll the paperless billing and received no paper bill at all.  all I received are the internet interruption and late payment fee charge from Verizon.    I guess this is the way how Verizon tream their loyal customer for I have been with Verizon too long ...

[GODDESSGOOD]

You can deenroll online it may have been checked to enrolled and you didn;t realize that you have to uncheck but if you go online you can deenroll or have a representative remove you from it.

[GODDESSGOOD]

Call in to the business office rep are now able to deenroll from papaerless billing.

[GODDESSGOOD]

Verizon  does have csr service that incorrect info call 1 800 verizon hours are 8-9pm m-F and Saturday 9-5 for billing.

[frustratedII]

I never signed up for the paperless billing and have tried to de-enroll for months online and keep getting SORRY, etc.  I can't see previous bills and it seems somehow I have an extra bill due.  I have tried to call but don't have their kind of time to sit and wait for service.  By the way, I NEVER enrolled in paperless billing and couldn't have when it started because my computer had crashed and had no way to even do that.   I would never sign up for something like that because we all know things like this can happen.

[ryantbennett]

You're correct.

Verizon Fios customer service and products are horrible!!!!

I am a new customer with verizon and all I can say is BUYER BEWARE!!!! I have had poor cable service nearly since the beginning. After spending hours on the phone with troubleshooting calls, I allowed them to send me another HD box (set top), a few days before my 1 month grace period (30 day clause to release from contract). I was told the box would be here overnight via UPS so I said ok. I arrived 3 days later. Being a father of 3 I could not hook it up yesterday until the kids got a chance to watch their shows on the DVR. Today I connected it to STILL have problems. Now they are telling me that it may be the wiring, blah, blah, blah, and that I may have to pay for the repair. I then attempted to cancel my contract but was told that I would have to pay $230 to cancel my contract... get this! I had it installed on the January 17th, called with a second issue on Feb. 13th, received their attempt of a solution on Feb 16th, and called this evening to cancel on Feb 17th but was over their 30 days by 0.5 days???? Install took place midday on the Jan 17th!!! They still with the smuggest of attitudes said they would be more than happy to cancel my service and charge me $230!

Anyone know any good lawyers?? I am so aggravated that I willing to go to bat for the rest of us...

Feel free to contact me at

{Edited for privacy}

[AnnieS1]

ryantbennett,

Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".

There 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.

AnnieS

[AnnieS1]

ryantbennett,

Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".

There 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.

AnnieS

[Anthony_VZ]

ryantbennett,

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.

[Suzanne7777]

Don't give up.  When I first signed up for FIOs, they were rolling out heavy duty promotions.  A really nice guy called me from Verizon to try to talk me into switching.  I happened to be po'd at Brighthouse for indiscriminatelly raising prices, so the guy totalled up what my bill for internet, phone and tv would be, and it came in pretty cheap for a 2-year contract.  He gave me a good deal with all the movie channels.  Sooooo, I get the bill and it's all different than what he promised.  At that point Verizon would put NOTHING in writing concerning the deal you signed up for.  (I don't know if they do that now or not.)  That in itself should tell you something.  They cannot shoot off an email or letter confirming your rates, and what you are getting?  He told me that when the installer came, he would have my "contract" which listed everything.   Wrong!  The installer had NO PAPER CONTRACTS at all! 

Anyhow, I called, and called and called.  What you do is keep asking for that person's supervisor until you get a really smart person, who actually cares about your hassles and has the authority to fix it. I think I called at least 5 separate times before I found a good person.  Luckily I had the name and office where my sales guy worked. That helped a lot.  Finally I was put through to a wonderful customer service rep, who straightened everything out on the bill.  She lives in my town (near Tampa,  where her office is), and she actually came by the firm I work at and dropped off a gift card that never came in the mail. (This is when Verizon was giving gift cards at Best Buy and Circuit City to sign up.)  Then, due to Verizon's incredible inneficiency, I got another $200 gift card in the mail months later.  So I can't complain.  In the end, I received two $200 gift cards for signing up.

The moral of the story is keep at it.  It is very frustrating and time consuming, but when you get to the right person It is worth it.  I have not had to deal with Verizon CS for two years and it has been wonderful.  Now my contract is up, and god knows what will happen to my billing. How ridiculous that talking to customer service is a full-time job in itself.

BTW, apparently noone at Verizon management reads these forums (and wouldn't you think that would be the first thing a good management team would do?), so we will have to bombard Verizon management with letters to wake them up.

[dannie_k]

Well, guys, this is a peer-to-peer forum and I would think you should get in contact with your local business office. Don't call the number on the Verizon flyer that was sent through your mail. All it would do is route you to a call center and none of those representatives have the tools nor power to assist. Good luck with getting your issue straightened out. I hope Verizon values your business and will fix the situation.. ASAP.

[sskinne2]

Verizon is the WORST WORST WORST cable/internet company out there to go with!!!!!  I tried very hard to get Verizon service, and it didn't work.  I agreed to a contract, and Verizon kept making installation appointments and NEVER showing up.  During the first no-show appointment, I called repeatedly throughout the day, first to ensure that they had the right contact number since no one had contacted me about my installation that day, and the subsequent calls I made were about when they would show up.  Everytime I called Verizon it was at least a 25-30 minute conversation between being on hold and them telling me they were talking to the dispatchers.  My appt was between 1-5 pm, I called again at 4:45, and they said they would be there in the next 30 minutes...no show.  I called at 7:00 pm, and they said no one would come that night.  They would never call me, I had to call them repeated inquiries into why I still didn't have service, it was discovered that the person who lived in my apartment before hadn't cancelled their service and that I needed to have my apartment complex call them and verify I lived there.  Apparently Verizon never got the phone number of that customer so they couldn't call that old customer to verify the move.  But why should my apartment complex have to call Verizon and spend 20 minutes on the phone as the new person to answer the phone figured out the issue all over again, and just because Verizon failed to get a phone number for their old customer??  Then after my apartment complex did that, they told me I needed to fax them a copy of my lease agreement.  After trying to jump through so many hoops with Verizon, 3 hours from phone calls, and taking vacation time at work for no-show installation appointments.  I finally went with Comcast. 

DON"T GO WITH VERIZON, THEY WILL NOT EVEN GIVE YOU DECENT CUSTOMER SERVICE.  I'M ONLY 26, BUT THIS IS THE WORST COMPANY I'VE EVER HAD TO DEAL WITH!!!!

[805Watcher]

Verizon Fios yanked tv coverage of the US Open tennis championships mid-tournament without warning or explanation.  Calls to Verizon regarding the yanked coverage were left on hold for over 20 minutes and then put through the tech support circus, announcing at the end of a 30 minute run around that we could watch CBS.  Thanks for the lesson in how not to treat customers.

[tns]

---

@805Watcher wrote:

Verizon Fios yanked tv coverage of the US Open tennis championships mid-tournament without warning or explanation.  Calls to Verizon regarding the yanked coverage were left on hold for over 20 minutes and then put through the tech support circus, announcing at the end of a 30 minute run around that we could watch CBS.  Thanks for the lesson in how not to treat customers.

---

Pulled by The Tennis Channel, not Verizon Fios.  And Verizon FIOS thought that TTC would wait while they continued to negotiate.

[GODDESSGOOD]

Verizon is in negiotation with the Tennis Channel.

[Happy2222]

Bait and Switch.  That is my experience with Verizon Fios.  Verizon's sale reps are misinformed and provide you with quotes that Verizon will not honor.  So very disappointing.  Even after I was warned of Verizon Fios, I still converted to them.  I have been a customer of Verizon wireless for over 6 years and very pleased with their customer service and their product.  I assumed their business model would be the same for Verizon Fios.  How wrong I am. 

I was even told my one of the reps, since I was not in a contract with Verizon Fios to cancel my service if I am so unhappy and she would be willing to assist me with it.  Very unprofessional and reflects the overall attitude of all the 5 different reps I spoke to today.

I will be canceling within the next few days. 

[GODDESSGOOD]

Verizon wireless and Verizon home phone are two seperate entities.  Thatrep gave you incorrect info. you should have asked to speak to a supervisor.

[JohnG45]

I have had Verizon Fios service (Triple Play) since its introduction to my area (Westchester, New York). The particular bundle I had was called Premier. I was happy with the service since its onset. During the past six months, I have been inundated with calls from telemarketers. I sought help from Verizon and was told that a service called "call blocking" was available, but it was not available to my particular bundle. To obtain the service, I would have to upgrade the phone service I have to what was called "digital voice." But digital voice was only available with an upgrade in bundle. The price for the new bundle was actually less than what I was paying, but it came with a contract commitment. I was also told there was a thirty (30) day opt out period; so if I didn't like the new bundled service, I could simply opt out

.

I accepted the new bundle and tried it out for the thirty day period. During the trial, I became dissatisfied with the TV portion of the bundle and decided to opt out. Surprise! I could opt out of the new bundle, but I could not return to the service I had (Premier). I could only be bundled into other plans that were way more expensive than my original plan or into a plan that was deficient with respect to the service provided. I was not told of this limitation at contract initiation. Talk about deceptive practices, this takes the cake. At present, I am stuck with a reduction in service and have not received any acceptable response from Verizon. I will seek service from other carriers while I file a complaint with the FTC over Verizon's deceptive practices.