Billing Problems

[Wntmore58]

I have had Verizon for years and never had a problem until I needed service.  On July 12th my DVR box stopped working and I called for help and got a robot that tried to help me get the DVR back up and running.  I was told by the robot that the DVR was not working and that a new one would be sent out to me.  (so far okay)  I waited 2 days and the new one arrived and I opened it up and read the directions that came with it.  When I plugged it in all I got on the front of the new DVR player was 8888.  The directions said if you have a problem to call an 800 number. (this is where my problem starts)  I called and the person told me she would try and get the DVR working, after an hour of this she said that she would have to send a Tech. out to fix the DVR.  I asked for her to send me a new DVR player.  I was told she could not do that since that was done already and that one would not work.  She set up the date and time for the Tech to come to my house.(between 1-3 the next day)  She also said that if he could not get the new DVR working he would have a new one on his truck to give me.  I said okay and hung up.  The next day at 3:30 pm no one was at my house.  I called and was told that the Tech was on another job and would call me when he was on his way to my house.  I got a call at 8:00 pm and the Tech showed up at 9:00 pm.  He came in and looked at the DVR and told me that Verizon does this all the time (sending out defected DVR players).  He went to his truck and got a new one and plugged it in and it work fine.  (you would think that was the end of it)  Two days later I went online and got an email from Verizon that I could look at my new bill for the next month that would include a Tech charge.  I was shocked that Verizon would charge me a Tech charge for a DVR player that they sent me that did not work, and was never given a choice about the Tech. (my real problem started when I called to get the charge taken off of my bill) I was told by a supervisor on my first call that nothing could be done because a bill has not be generated yet.  I would have to wait until my bill was generated and he would review the charge and give me a credit.  I checked my on line bill and of course nothing was done and I call a second, third, fourth,fifth time.  Each time all I get is lip service about how nothing can be done and I have to wait until the follow up is closed?  I asked what that means and was told it is what it is?  I have been given 3 different times that the charge will be credited off of my account and 2 times nothing has happen.  I'm being told now that I have to wait until Aug. 9th at 8:00 pm and it should be taken care of.  I just don't know what to do about this, because no one at Verizon cares about Customer Service just getting you off the phone. I find it hard to believe that it takes almost a month to have your bill corrected. I can't wait until my contract is up and I can switch to another company.

[LawrenceC]

Hi Wntmore58,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.