HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

[Rocket11213]

Hi , Has anyone else had the same on going billing problems with Verizon FIOS monthly bill bal due? I find it very frustrating with why the reps which give conflict info reasons,etc and then need to get a supervisor to resolve by billing bal. No one is paying me for this hours on phone with Verizon. When I got fios this January I been told several times by customer services reps , Oh you will really enjoy Fios Triple play, Well If I new it was going to be at upsetting me each month many calls to billings . I doubt I would get Fios , considering the many other company's offers. Which if the poor customer service reps of billing. Tech support keep up. I will drop this fios. It is not the customers fault Version has poorly trained there rep of billing, and also many techs. This is no excuse by Verizon to allow and fail to correct this and billing errors which are on going. If anyone has the working hours when live billing reps available mon thur sund work hrs pls let me know . also the corporate home Verizon Home office to mail a letter to plus, also with customer support e mail address and or anything along them lines.Thank you

[lolagoetz]

I'm sorry you had trouble getting the info you need. Here are links with all means to contact Verizon: http://www22.verizon.com/content/ContactUs/. (The Chat link will load after the page is fully loaded.)

[MMiller4]

I definitely am!  It takes at least an hour to get someone on the phone, and when you do they transfer you from dept to dept.  I need to talk to someone who has authority to actually fix my problem.  All they do is say this isn't the right dept, or my computer is down, or we lose connection. It's very frustrating.   Please see my most recent post within this board.

[jeb7]

I have had nothing but problems for the past two months. All I did was move and upgrade to Fios. First, they keep billing me for the old number (my new bill I just got has charges for the old number) along with the new number charges. Second, I cannot receive calls and they make it seem like its my fault. I still cannot set up an account for the new number online. No one at Customer Service seems to understand that all I want is to have to old number cancelled and the new number set up. One rep though she found the answer and her explanation made sense. But, I still have charges on both old and new and I can't get calls on the new. For the record, DLS was so much faster than Fios internet -- it is not even close. I am so close to dropping Verizon for everything from cell thru internet and phone and cable. I am not very happy with them.

[kevans4]

Sounds like you have the same issues as I do my friend. I originally posted my dilemma on here but the post was pulled and directed to someone at Verizon who is supposed to fix all of these issues. I returned the call today and all I was told was that I would received 2 months worth of billing, June and July, within the next 7 days. He then told me to call him once I receive the bills if I have any questions, but that my services wouldn't be interrupted in the meantime. So we shall see. I truly think that all in all, Verizon is the worst at customer service. And before this post gets pulled by the forum moderator, let's be clear that these are stated and proven facts what I state about Verizon and their representatives they employ. 32,000 people across the globe could not possibly sing the same song in the same manner. Everyone says the same thing about Verizon- The customer service SUCKS.  Either way, I'm pretty much done with Verizon as a whole. Customer service reps are horrible and no, this is not a defamatory speech, this is a FACT and it has been PROVEN.

[RippedOff33]

Agreed!!!!

[thartmann]

YES!  I hadn't received a "paperless" bill since January 31, 2011 when I got an email stating that I hadn't paid my bill for 3 months.  I immediately paid the bill but called customer service to inquire if I got hit with any late charges and teh rep said yes so I asked to dispute it since the "paperless" bill service they offered and asked that I join was not working and the rep told me that any late fees would NEVER be refunded regardless of the issue.

I submitted a claim through the Better Business Bureau and within 4 days I had the money credited to my account.  To this day I have not received any phone call from Verizon apologizing for their mistake AND they still do not have the paperless billing back in service because today I decided to check my account on-line and sure enough, my bill is due on the 9th but no email notification was ever recevied at my VERIZON email account.

Go figure...

[BarryNYC]

I posted this to another message, but definitely applies here... I would NEVER trust VZ with paperless billing. I have been a customer since 2008 and at least every other month they sneak erroneous charges onto my bill. I would NEVER switch to paperless. I have had nothing but HORRIBLE experiences with their billing dept not knowing what was going on. And the amounts that show on their screen don't always match what appears on my printed bill. I CANNOT imagine just taking their word each month. My suggestion...keep the printed, paper bills coming and pay online if possible since all of that is tracked and recorded several places. I have to review and correct the bill each time these issues happen and Vz billing acts as if I should just accept how much they charge me. Well I have my billing amount calculated in such a way when it's 2 dollars off, I am on the phone with them. Once connected, they are surprised and tell me the credit for the mistake will appear on next months bill so you then need to watch and follow up if it doesn't. ALWAYS GET THE REP'S NAME, DATE/TIME YOU CALLED. My favorite thing is now I record all my calls to them. Just because their AUTOMATED systems tells me I "maybe" recorded, I then stay to the machine I am recording the call. Not my fault if no one is there to hear it! At least have the nerve to have a live person say to me they are recording so I can return the favor in kind.

[tns]

Actually I have had various billing problems, but the reps were always very helpful in correcting them.

[tinkerman2]

RECEIVED MY BILL DUE AUG 12. LOOKING OVER WAS BILLED FOR TWO MONTHS OF SECURITY BUNDLE CHARGING FOR MAY AND JUNE AT 10.00 A MONTH. AGENT SAID VERIZON  BEHIND IN BILLING.DONT BELIEVE THAT. SO WITH A WORD OF ADVISE  CHECK YOUR BILL ALWAYS.

[WorkingMom1]

I have spent a lot of time on the phone with Verizon Reps. No one is trained at ANYTHING. For SOME reason... I didn't pay my Oct Bill ontime ( ok - That was my fault) ... but As SOON as they turned it off... I paid it... Like 2 hours later! $180.00 caught me up. NOW - WHEN that happened - they AUTOMATICALLY "unbundled" my account. For the Month of Oct - With NO Premium Channels - I got a BIll for $404.00 for one month service. They charged me for a ton of things I NEVER wanted - AND I TOLD them to remove June 8th.  So, Direct TV is Charging me full rates, and Verizon is Charging me Full Rates with no BUNDLE discount.

Since March -  When I originally ordered the $89.00 Verizon BUNDLE - ( and then had to order it AGAIN April 12th) I have spent over $1,083.00 for the "bundle" and COUNTLESS hours on the phone TRYING to straighten it all out, only to be told - I should call Direct Tv. I NEVER called and ordered Direct Tv. I ORDERED the Verizon Bundle FROM Verizon.  They charged me a $105.00 Early Termination Fee... When I NEVER Terminated my account - and then made like they were doing me a favor - by taking it off.

Really NOT happy with the Service. Filling a BBB complaint today.

Bonnie Jones

Norfolk Va

[mikushie]

I can not relay the amount of fustration I've had with Verizon customer service as well.  it has taken them over 6 months to correct at problem.  and me tens of hours waiting on the phone. When I ask for a supervisor, one is never around to help. 

[WorkingMom1]

I ahve had the SAME problem. Did you ever get a resoultion ? I am going to try and find an office somewhere I can talk to someone face to face. THIS is INsane. I recieved a $404.00 bill for ONE month Service with NO Premium channels. They " Unbundled" my package so I am paying full price for everything. Direct Tv is billing me for 2 months at once. Customer service is THE worst I have EVER experienced. Spent COUNTLESS HOURS on the phone. Filling a BBB Complaint today.

[KaLin]

Hi WorkingMom,
This is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team via live chat or email at:
http://www.verizon.com/contactus

[Heymark]

I tried email and chat via the link you provided and although I get a Zip Code prompt neither email or chat appear to work.  I got tired of waiting on the phone.  Does anyone know of a Customer Service email address?

Thanks

[badexperience]

i had the worst experience with them this morning. hold for hour and 40 minutes. its really bad!!!

[ctolenti]

I am not sure if customer service is the issue, but rather the system, policies and procedures that they work with.  First, it looks like the customer's address is directly connected to the account number, thus they are unable to change an address.  I had a situation where I had an official address change but did not physically move to another place.  The only way this could be "resolved" was perform a "move" request -- Most systems should allow you to change this without performing such a request

This began all my issues.  First, by doing that, the rate I was paying form Fios+Internet was raised (I had to change my plan), since I am treated as a new customer and was no longer grandfathered in with the old rate.  Without knowing (I never look at my bills because I have autopay), my account number was changed. Thus, the only way I found out that I wasn't being charged was after my service was interrupted.  Also, by going with the new plan, I lost a few channels, and the only way I can get those channels is to upgrade to the highest plan, which provides Showtime for me, but to keep Starz, Sundance, and IFC, I have to continue subscribing to their movie package (thus paying for Showtime again), therefore, I haven't upgraded to the new plan.

They have a hard time finding my account everytime a call in.  It looks like the search queries they have doesn't allow for wildcards, therefore, if they don't type in your address correctly, you won't show up in their system.  In my case, to add, I exist in their system multiple times since I had to change my address.

Everytime I call in, I feel the reps are trying their best but they are just so limited by their system that it hampers their effectiveness.  Thus affects our perception as a customer, to me, I feel that they don't appreciate the loyalty of my business.

Now, on to the MyVerizon page.  First, it takes a long time to load.  Second, everytime I want to take a look at my channels or view my services, I get directed to a page because the site could not be found.  I am an IT manager for a Fortune 200 company, sometimes, I feel like going to Verizon so that I can review their system and make sure it works.

[daisily]

I have been having billing issues 3 months in a row.. when you call billing they redirect you to customer service and when you do speak to a person, it's basically a roll of dice.. if you are lucky, the rep will be helpful , if not, then you are *bleep* and get put on hold again until they are able to get you a manager. i have called 3 months in a row for the same issue.. the customer service rep blamed me for ordering a service 3 months in a row thru my remote... i disputed that because i am not incompetent and do know how and when i order channels... and when you do try to call in a complaint, of course they are only accept calls from 8:30 to 5 when the average person works and do not have time to make calls... sigh... i am extremely disappointed in verizon. i was thinking about switching cellular service to them but after this, NO WAY!!! stay away from verizon if you can.

[TonyaD_VZ]

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


Thanks,


Tonya D.

[jojony1224]

There customer service is the worst.  It is impossible to get a supervisor and the representativtives do not know what they are doing.  They are poorly trained and have way to much attitute for customer service

[Ape2012]

Today I spent over 30 minutes trying to get the missing monthly bundle credit corrected on my bill.  After talking to 3 different customer service reps, I was finally told that since I completed my order online, I have to use the online chat function in order to have the matter resolved.  So I spent another 1 hour and 12 minutes chatting with a Verizon customer service rep online to get my promtional monthly credit.  I have a final order confirmation and I'm sure they have me in their system, yet they cannot just look up my account and correct their mistake.  At the end of the chat session, I was advised that everything will be corrected on the next bill but I need to pay the current erroneous bill.  

I am extremely unhappy with Verizon's customer service.  It should have taken 5 mins to look up my order and correct the mistake.  But instead I had to spend a total of 1 hour and 42 mins on a Friday afternoon to resolve an issue that should not have existed in the first place.  

Remind me why I switched from Time Warner Cable?