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Verizon Fios Complaint

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!

Comments

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'.

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.

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.

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 ...

brinova

Verizon was offering a great deal on their triple play bundle package and I was told that their HD was better than Comcast, so I decided to take the leap and leave Comcast after 3 years. Even though Verizon workers were on strike at the time, I waited and waited and waited some more, going without cable for 2 weeks after my move. Anyway, the install took less than 20 minutes and everything was working perfectly. THEN I get the bill notification from Verizon that my bill is ready. This is on a Sunday. The bill was MORE than what I was quoted. After taxes and paying for the one cable box, my bill should be about $95.00. My bill I got was over $110.00. Looking at the bill carefully, I notice that Verizon the following charges that I NEVER requested or signed up for:

1) Starz for $5.99

2) Unlimited gaming for $14.99

3) Security backup for $9.99

I call up customer service on a Monday and they tell me that they can't see my bill and that they don't know what I am talking about. I break down the charges for this customer rep and she makes it seem like I am seeing things. Then I am told that they won't be able to see the bill until Friday. So I tell her, "Let me get this straight. Customers can see the bill before folks at Verizon can't?" I told her to make a note that I want all of the above charges REMOVED from my account immediately and I expect to have my account credited. I called again the next day to ensure that they credits would be applied. This time, I got a gentleman who would cut me off and basically lectured me about Verizon billing practices.

My sister just moved recently and just text me of her outrageous bill from Verizon as well. This is a very deceptive billing practice from Verizon Residential - sneaking in options without the customers' persmission and then placing the burden on the customer to ensure Verizon is billing them correctly. Oh, and if Verizon screws it up, don't expect a credit right away. It may take 1-2 billing cycles even though it was their mess up.

I have been a Verizon Wireless customer for over 5 years and let me tell you that Verizon Residential is not the same even though they share the "Verizon" name. Verizon Residential doesn't even come close in terms of customer service or accountability. When I call Verizon Wireless, I get someone on the phone who is professional, knowledgeable and resolution oriented. When I call Verizon Residential, I get someone who sounds like they are doing me a favor, someone who never read a customer service manual and just wants to get me off the phone.

My advice to all Verizon residential customers, CHECK YOUR BILL (line by line)!

ElizabethS

Hi brinova

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.

Rosa

I had that happen to me last summer for about two or three months and never got credit to my account. Never asked for any of these items on my internet they just added them. Yes went through it all with the **bleep** they give you. I also don't understand why you have to pay them in advance for a full month in addition to all the other Verizon surcharges an other charges, such as the

"State Utility Gross Receipt Tax"? This is a tax that Verizon has to pay but it is absorbed by the customers. They are also fees listed under different names that contribute to the same causes "Federal Universal Service Fund Charge", "Universal Service Fee" and the State Universal Fee. These fees are supposedly used for: Providing universal service to schools, libraries, and rural health care facilities. Just take a look at all the taxes, fees and additional surcharges we are paying. What is a Federal Excise Tax? Why do I have to pay for two separate state taxes on my monthly bill? And on and on....

That is injustice and Verizon does not care because they have the government paid off with lobbyists working for them. That is the bottom line folks.

Good luck out there my sorry Verizon Fios Friends. We have been taken and will always be taken.

Radmezza

GODDESSGOOD

Verizon is in negiotation with the Tennis Channel.

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.

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

GODDESSGOOD

Verizon is regulated to collect fees and so forth for the government. Competitors do not have to abide by rules. Unfortunately csr do not read their bill all the time that explain what each charge is for its a different if its not listed but customers fail to read the bill in entirety. As a courtesy I thought I would let you know. Its shady when its not written I agree but if its an oversight on the csr part not to read it. I am not sure what that means. Hope that you would call to get detailed info to any concerns you may have.

GODDESSGOOD

I feel like I am a Dear Abby here but I don't mind. Number one the first bill is always higher than normal and that because you are charge on a daily day until your bill cycle date and then 1 month in advance just like a person may 1 months rent and security just so you get an idea. Also the bill appear online quicker then they do in the Sales office dept a few days earler. Don't ask me why thats just the was it is. As far as the startz games and security one should advise you that those were promotion before giving it to you the backup was 3 months free in the past and the startz and games were 2 weeks for free. But it your bill had a minus for example -5.99 or -14.99 in front of it that was not a charge that is a credit so you would see 14.99 and then in the special promo category you would see -14.99 which would add to zero no charge. It you don't remove it then you woulld be charge. when you get your email it doesn't show your discounts it show the regular price which the rep should always advise and then verbally tell you all the discount so you know how it would look on your bill. Depending on your bill cycle and when credit is issued it can be current or on deducted but one should explain. i usually recommend to pay bill in full but of course if csr doesn't want to than the rep can note the account so that you don't be hit with additional late fees.

Bill_A1

I'm pretty much in the same boat. They say it costs 5 times more to get a new customer than to keep one you have, but apparently fios doesn't care. We have had the service for about 4 years and pay around $200/month. We spoke with 3 different FIOS reps to get the DVR charge deducted from our bill, but they only provide that free for new customers. What a shame. I looking into Cablevision now and will probably make the change shortly. I hate to have to change my email, but the FIOS spam filters don't work well anyway. Oh Well!

fmichel3783@yahoo.com

Verizon, I do not know kinds of crazy this service was thinking when it removed Funimation Channel. As soon as I find another provider that carries Funimation Channel, I am switching over. There is no way that these other bogus channels like the Golf Channel gets more ratings.

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.

Hlatina

Worst worst worst service I've ever experienced. Not only do they charge outrageous fees the service is horrible! I've been fighting with them to fix my services and all I get is the runaround from horrible customer service reps. Horrible horrible unprofessional absentminded mammals who don't know anything,, I wouldNOT recommend Verizon to anyone. Btw I'm still waiting for a call from the supervisors

schoft46

Closed Account with Verizon Fios March 13, 2012. still waiting for credit check for 2 1/2 months now. Can send me revised final bills with credit Closed Account with Verizon Fios March 13, 2012. still waiting for credit check for 2 1/2 months now. They can send me final and revised final bills to the correct address but when it is a refund they send it to the wrong address please explain how a company can hold someones money for 2 1/2 months and not have to pay me interest on my money. Have them reported to the credit bureaus for non payment of credit. It is now May 31, 2012 I have made several phone calls to them verified address four different times with them why I am still waiting for my refund. This is the worst customer service I have ever received and will tell everyone Verizon fios is a fraud company who holds your money reported them to the better business bureau and online complaints. They owe me money now almost three months. I want interest and late charges and my time for having to chase them for their mistake wrong address please I get all the bills to the correct address.

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.

armond_in_nj1

@JohnG45 wrote:
I have had Verizon Fios service (Triple Play) since its introduction ... The particular bundle I had was called Premier ... I accepted the new bundle and tried it out for the thirty day period ... 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 was not told of this limitation at contract initiation ...
I am not intimate with available VZ offerings, but I suspect that your original package is no longer available, and is essentially obsolete. There would be no way that VZ could return you to a service they no longer offer, even though there are many similar offerings that are "grandfathered." At one point I had to change my package that included 50/20 Internet, and was "automatically" switched to 50/25 Internet because of similar reasons.

Sorry if this doesn't solve the issue, but it's my attempt at an explanation.

ryantbennett

Of course it does... Don't worry i have posted the same message on at least a dozen other blogs and consumer affair sites. The power of of the people cannot and shall not be quieted by unjust corporations.

LongIsland53

I feel for you, Verizon customer service is non-exist. They created a nightmare for me. I had searched the internet for Verizon headquarters, Corporate offices and called and e-mailed everyone of them complaining about an unresolved issue. I got the ear of one who had past me along to another person who past me on to another person who past me on to another person, What a run around. I finally spoke to someone who had the issue solved. (I had a DVR replaced and sent the broken one back via UPS with a tracking number , It was delivered the following day and a signed for by a Verizon employee, Verizon continued to say they didn't receive it and I was being charged for a DVR every month), This took 4 months to get resolved, Customer service treated me like **bleep**. My contract is up in July 2013, I will be switching back to Cablevision..At least they had Customer service. Verizon also keeps on changing the monthly charges, I signed up for a 2 year contract that included a free DVR, Verizon started charging me for the DVR, I had to Fax and e-mail my contract to confirm it was free, they conceded only after accusing me of lying, I never got treated so poorly by any company as I have by Verizon. They must be losing customers left and right....

Anthony_VZ

JohnG45

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.

msnjp

Bad decision to change from Dishnet to Fios. It started with employee Andrew in the Chino store who lied about my service and saving me money. The $50/mo. savings turned out to be two months, not two years that he sold me on. He stated that I could record three channels at one time, and when I called him on it another day after discovering I could not, he told me that is what the learned in training for the job. My DVR didn't play back all recorded shows, so they sent me a new set to install myself. My reception is is spotty, they used my existing old cable (installed in 1979) instead of upgrading to a newer cable. I have called countless times with complaints, and always receive the same do nothing response. I went to the store manager with the complaint about the lies and "bait and switch" I got and she was to call me with a corrected bill within 3 days. That was two months ago, still waiting for the call. I am anxiously awaiting the two year contract date to switch back to Dishnet or go with Direct. In the mean time I am spreading the word to evreyone about my bad experience and recommending they not change to Fios.

[Deleted User]

Moved for greater exposure

KG_Delaware

apologize if this is the incorrect forum to lodge my complaint about the service I received in one of your stores, but there does not appear to be another forum.

I could not believe the indifference of your employees in the Concord Malll Verizon store in Wilmington, DE. I have had great success with Verizon call centers, so I called in while I stood at the counter. I left my phone on speaker so the store employees could hear.

The call center representative took ownership of my issue and resolved it immediately. Even after the resolution, the store employees kept arguing with me and were very reluctant to help.

The store employees finally helped and gave me the new box which the call center associate approved.

I have to say, you would be much better off closing your stores and relying on your call centers which provide superior customer service.

My contract is up in 3 months, and the service I received in the store has me leaning towards switching back to Comcast

LongIsland53

Verizon Fios Customer Service is the absolute worst. Many people including myself have had nightmares dealing with them. I suggest you contact your Congressman and explain that you were lured into a contract with Verizon with a switch and Bait ploy, since that's exactly what they did. Your Congressman will get your problem addressed. I would print out all the complaints on this site and show it to your Congressman to show that this is a big problem with Verizon.

fugitive0298

Called to have at technician fix a fios issue. I was give a Thursday from 8-11, the person never showed. I recieved a text message around 12:30pm mentioning the person was dispatched, still a now show. I called twice and was informed a person is en route... I called around 4 and allegedly there was a medical emergency and another person was being dispatched. Long story short no one showed up. Scheduled another appointment for the next day from 1-5 and no one showed up. I had to run to homedepot and get cable lines and a splitter to fix the issue myself!

tksingh1

They do have customer service.. I am sorry for the incov. did you get any emails * pertaining to the change * you can also sign into your acct online and make changes there. I just did that to get the online price. I love fios too *

BadService22

Verizon is the worst. Tool my land line out on July 4th. Wanted me to covert to Fios which is a terrible service. Dead phone line and zero assistance from workers there. supervisors consider bad employees vendors. and these vensors can cancel your service at a whim. Switch to another provider ASAP if you do not want fios. After 30 years I've had it. Can't wait to switch.

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