My Verizon Experience
rsm88
Newbie

Thought I have to share my experience with Verizon. We had Verizon cause Sales Agent was in our Street to sign up people late March.

We ordered the bundle of Triple Play and 3 Cable Box(1 regular 2 digital box). We were scheduled for the Installation April 6th. April 6th came and the technician was nice to ask if we need an extra box (Which will total to 4 box if I agreed) but I told the Technician that we don’t need 4 cause we don’t use the 4th TV. We ended up getting 3 boxes after the installation.

The bill came couple of days later and the Prices went high and different than what was discussed with the Sales Agent (Bill includes charges for 4 regular box and $40 for Extra Outlet Charge and the bundle was different from what was agreed from sign up). I was shocked because I thought I was clear that we don’t need an extra box and we ended up getting charge for an extra outlet and 4 regular cable box.

I called Verizon and ask to have everything fixed (Checking the Correct Cable Box Number, Extra Outlet Charge $40, Correct Bundle). The Representative 1 told me that I have to place Dispute for the Cable Boxes cause the Technician placed that “he set up 4 boxes” and a Dispute for the “Extra Outlet cause it was installed according to the bill from Technician”. And with regards to the bundle that I’m supposed to get I was told that I can only get the price that I was saying that we agreed with the Sales Agent if I have it Disconnected and place another order online.(Cause they can’t make any changes on my account cause its relatively new) Representative 1 consulted different people in Verizon and had me on hold to consult if the Disconnection was okay and will make me eligible to get the promo that I was asking.(The end of the conversation was Representative 1 placed a disconnection on my account and I need to Sign up again after a day to get the bundle price that I’m supposed to get and to fix everything)

I was not okay with that and not contented with Representative 1 solution and called in to Verizon again to ask another Representative to get another solution for me and I explained what happened with the Representative 1. I spoke with Representative 2  She placed an order for the correct boxes and I have it pick up in the store. I was told by Representative 2 that there is no need for me to have it disconnected because she will make the changes in my account to get the bundle that I’m supposed to get. Representative 2 Removed my Disconnection request since she is working on my Bundle Price that I’m supposed to get. Representative 2 was nice and took my number according to her my account does not allow her to make changes but will definitely do it if she can and will raise the problem to his supervisor. (Representative 2 never called back and few days has passed I’m still hanging with the charges that I’m not supposed to get. I was able to fix the problem with my cable box Thanks to Representative 2 for making the order. I was able to ticket it off on my problems)

I called in again for an update and spoke with Representative 3 and she was able to make changes and email me with the confirmation of the bundle that I’m supposed to get and have the Outlet Charge removed and Correct Boxes recorded on my account. (I asked Representative 3 if she can check if my disconnection was removed to be sure and Representative 3 told me that she is not seeing any disconnection on my account)

It was running nice and smooth and I thought everything was fine. Until April 22 came and my services was all cut off for some reason. I called in Representative 4 and she told me that my account is still active with the billing account but the Technical support account was disconnected. I don’t understand why the disconnection went through after I have all of the issues resolved and I asked Representative 2 and 3 to remove the disconnection. Representative 4 told me maybe it’s computer error. I was on the phone for an hour and my services went back after 3 hours. Representative 4 told me that she closed my old account and disconnected it and I don’t have to worry about it cause I have a credit of $97(which I don’t understand but that was fine back then cause that is a credit). I clearly asked Representative 4 how much do I owe Verizon for the services from April 6th to April 22nd. Representative 4 told me I don’t owe anything. I made it clear and asked couple of times cause I was so worried and not sure why I don’t owe anything (I had service for 18days on my first account)

So my services are back April 22nd. Called in again another Representative to chek for my Bill. Which is Representative 5. Representative 5 was saying that I owe them $188. I was told that if the account was just disconnected few days ago I will have to wait for the pro rated rate to be deducted and the bill is generated once a month.  

I was not okay with Verizon and figured to have my business transferred to other provider on May 8th. So to be clear I had the services back on April 22nd and that is the first day of my 2nd account bill. I had Verizon on my 2nd account with them from April 22nd to May 08th. I called in May 08th to disconnect and received an estimated bill of $78 along with the disconnection notice.

May 15th I got a bill amounting with $363.25. I was shocked! I saw the $188 that Representative 5 was talking about and there is no prorated rate written/deducted. I saw the 4 Regular cable box that the Technician was claiming that he installed with the bill. I called in Verizon for the nth time and spoke with Representative 6 she told me that I have my old account still opened. She was arguing with me and not giving objective response. She was trying to prove that I didn’t have my First account canceled that’s why I’m being charged from April 6th up to now. How can I have 2 accounts and use the 2 bundle services when I only have 1 address 1 phone number and 3 TV. I know there is a way to check it that My 1st account services overlaps with my 2nd account services. I’m hoping she was just looking at my Account in the wrong way cause Representative 6 was saying that she can have the account canceled for me today but that wouldn’t wipe my $363.25 bill. (End of the conversation she will try to reach with her manager to check if there is overlapping dates with the services. Unfortunately her manager was not there anymore). Its understandable for me to have a bill but not as much as $365.35 that's too much for services from April 6th to May 8th (if they combined my bill)

Crossing my fingers that she will call back. Can someone from this forum help me resolve my current problem with Verizon? Please. Any inputs will be greatly appreciated. Thanks

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Re: My Verizon Experience
ElizabethS
Moderator Emeritus

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” 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.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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