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Who do I contact to file a complaint? My experience with Verizon is the worst customer experience I have ever had. I had ordered an internet service and was told that I would be getting ONLY internet for 24.99 a month. I agreed and signed up. Through the whole process of getting my service activated I had spoken to AT LEAST 10 DIFFERENT Verizon associates and reiterated to each and every one of them that I wanted INTERNET ONLY and it would be the 24.99 that I was promised. Every single employee assured me that this was what I was getting and that they put some sort of “note” on my account that I ONLY wanted internet. I finally received my first bill in the mail and, lo and behold, I was charged for phone service! Trying to fix this was another ordeal in itself! I had to call in several times and be transferred several times to find the right person who would fix this for me. Finally, I was transferred to Beth {edited for privacy}, only to be informed that the 24.99 was NOT AVAILABLE and that I had to pay 34.99 a month! Not only that but I could not pay by a mail-in-bill but I HAD to provide my bank account information so that it would be automatically deducted from my account. By this time I was completely fed up, frustrated, and angry that I gave in. If this issue has not been fixed or if I ever have to experience anything close to this ordeal I am going to cancel my service and take my business elsewhere. Not only that, but I will publicly make it known about the terrible service Verizon has.

Comments

DreadedCustomer

You're not alone...

[Deleted User]

Hi ireneayy,

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 at the top of the middle column 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.

Verizon_Support

ireneayy,

We are happy to help with your account services and billing, but cannot take any action until you provide your account information. After multiple requests for that information that have gone unanswered we have closed your Private Support Case. If you have any additional questions or concerns please make a new post

-Adam_VZ

jengshiyen

Any capable Verizon associate, please help me!

I am fed up and extremely frustrated with what's happened to my billing for FIOS and TV.

I would like to file a complaint regarding the false information I was provided with when your sales agents set up my account.
I recently helped my parents move into a new apartment building. We did not have Internet or tv service and were choosing between Comcast or Verizon. At the time, two Verizon sales women were going door to door in the apartment building helping people set up Verizon services. The two sales women, Andy and Ivy, promised that the installation charge could be waived at the time and that I could also get the activation charge of $69.99 waived as well. They told me that my neighbors have all done it and all I needed to do was to call into Verizon and ask for the activation charge to be waived after the technician installed my services.
Andy and Ivy set up the time for the technician to come install the Fios and TV for me and again reminded me to call in to get the activation charge of $69.99 waived.
After the technician came today I immediately called Verizon to get the charge waived. I spoke with a Verizon representative named Carlos. I explained the situation and what the Verizon sales rep that came to my apartment building told me to do. But Carlos stated that there were no notes mentioning the waiver of the activation fee in my account and without those notes there's nothing he could do. I became confused and frustrated because I wouldn't know what was noted in my account by the Verizon reps, and I didn't have Internet access to order the services online. Two actual Verizon reps came into my apartment building to help people set up and I did what I was told to do to get the activation fee waived.
I also explained the main reason for chosing Verizon over Comcast is because of the waiver of the activation fees and installation fees. The activation fee itself is more than my monthly service charge! I would not have gotten Verizon if it included the activation fee.
I asked to speak with Carlos Supervisor because he told me that they have the power to waive the fee. Carlos told me that his Supervisor just got off the line and is open to help me out. I was transferred but was on put on hold for 40mins until I was disconnected. Now I have no way of getting back in contact with Carlos or his Supervisor about this issue.

After another 48hrs, I called Verizon again regarding the same problem. A customer service rep named Crystal checked my inquiry and stated that the $69.99 has been waived that was why no Supervisor contacted me back.

Well, I received my bill auto-payment statement today and found out that nothing was changed. I was still charged the $69.99 in installments.

I tried again to call and find out exactly what happened but has been on hold for the last two hours.
All I want to do is get the activation fee of $69.99 waived like I was promised when the Verizon reps set up my services.
Please have someone with the power to waive the fee contact me. It is extremely frustrating and tiring to not receive the waiver I was promised and waited hours over the phone to no avail.

[Deleted User]

jengshiyen,

Your issue has been escalated to a Verizon agent. 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. you will find a link to the private board where you and the agent may exchange information.

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

H8Veriz0n1029

I am extremely frustrated right now with Verizon Customer Service.

I've been with Verizon for roughly 2.5 years by now. I had the Triple play package with Extreme TV, 25mbps (which later I upgraded to 50), and phone. My old contract was up end of last year and I resigned at a more expensive price for the same service. I thought it was because of inflation. So one day I decided to call in to see if they have any special packages or any suggestions as to how I can reduce my monthly bill.

1st Representative I spoke to:

Offered me 10% discount on my package as well as downgrading my tv from Extreme to Prime and upgrading my internet from 50 to 75 mbps. I thought it was ok but told her don't change it until I verify with my husband if he is ok with it since Prime does not have all the sports channels. She said she already put the paperwork through. I can call back by end of the week to cancel it if my husband didn't want that. So we hung up. I looked at the new package deal we made and thought about it some more. I'm like why did I downgrade my TV for when I could have just stuck with my old plan and upgrade my internet for 10 bucks for the same price. If she can apply the 10% discount on top of that instead, it would be better.

2nd Representative:

I called back the day after and couldn't get a hold of the 1st representative. I asked them is there any direct line or if they can check who it was that I spoke to about our deal. They said they don't have direct lines. Also they can't find out the name of the person I last spoke to since they only have code numbers. They said they will leave a message for that person to call me back. I waited couple days and there were no call backs. The end of the week is coming close and I don't want the new plan to take place so I call back diligently. I had no choice but to work with a new representative. I had to repeat what was discussed between me and representative #1. She tells me there is no records indicating the agreed 10% discount. I asked if she can replay the recording of our conversation. She tells me they can't access those records. So we go back and forth. I told her just change my plan back to what it was. She tells me they can't do that because my old package doesn't exist anymore. So I complained that wasn't what the other person said. She said I can change it back as long as I call back by end of the week. Due to my persistence they agreed to give me the new Extreme Package (which includes movie channels like HBO/Showtime) for the same price I was paying before. I'm like ok so can I get that, upgrade my internet to 75, and get the 10% discount. They finally agreed on it. I ask the rep what will be my total bill/month including all taxes and fees. She told me $122. I asked her to clarify that that was what I was responsible to pay out of pocket every month. She confirmed it. I was happy at that point but then I get a confirmation email after we hung up which pricing did not match what we discussed at all.

3rd Rep:

I called back to complain that the confirmation email does not match to what was discussed and agreed on. Again I can't get a reach of the same rep and had to deal with a new rep. So this new rep seems sort of clueless as to what was agreed on or what was discussed. Aren't they supposed to keep detail records of everything? Regardless I again had to reiterate what was discussed previously. She told me that special deals are not listed out on email confirmations since those are not regular package prices. Special discounts will be applied on the bill itself. So there is no documentation on my end to verify what was agreed upon other than my own memory and the voice recording that Verizon has. She told me to check back next week because maybe the deal has taken place in the system yet because it might be pending manager sign off. I'm like ok.....what other choice do I have. Couple weeks passed and I didn't bother to call back again. I decided maybe it is best to wait for the bill. If the bill comes out correctly then I don't have to waste my time calling back.

4th rep:

The bill finally comes and as I was afraid to see the bill came up to $143.37. So I call Verizon back already expecting to have to reiterate myself again. So I find out that 143.37 is actually a partial monthly payment since the plan didn't take place for the whole month and that my actual monthly bill is actually $154 every month after that. That is over $30 more than the agreed $122. She saids the only note she sees is that they gave me a $15 discount on my tv package. I'm like yea that was because Verizon screwed up and change my plan without my authorization so the manager agreed to give me the new and more expensive Extreme package for the same price. But on top of that I was supposed to get a 10% discount which was what I was originally fighting for. She saids she sees no note of that at all. I asked again to replay all our previous conversations with the other reps and she said they don't have those records. Now I'm waiting for a manager to call me back.

My advise to you all who makes a deal with Verizon next time to record the conversation yourself on your cell phone or have it somehow documented (although Verizon refuses to send you any type of confirmation). I shouldn't have to repeat myself or tell the rep what was discussed previously. All of this should have been recorded and documented so there are no mistakes and arguments later on. This is really bad customer service and I lost all my trust with Verizon. I can never take them seriously again. I'm definitely going to shop around for another service.

tomservo1

Verizon is great until something goes wrong. They are then one of the most worthless companies to deal with I have ever encountered. I have never had a satisfactory experience with Verizon customer support for any issue, ever. I never thought I'd say this, but AT&T has provided better service.

hanee

I have had similar experiences. Tweet about it, blog about it.. I get better help that way.

Verizon overall is not a well organized company. The overall impression is that there are a lot of people doing what they want and that leads to a poor user experience.

Verizon_Support

Morning,
We hadn't heard back from you on your private support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,
-Amanda_M

1customer1

Verizon has been unable to provide consistent phone service, and the "supervisor" was less than helpful. Four phone outages in three weeks, each time asked to check everything in the house to no avail, then the dial tone magically appears after something happens at the central office, and each time having to stay home to wait for a repair person. The "supervisor" gave me the run-around, and claimed there was no other supervisor or higher authority, that he was the only supervisor. How do I contact the Consumer Protection Agency? Cable is looking better when compared to worse service. What other options do I have?

traluvsfrogs

You are soooo RIGHT!!! I called about my internet because I was told I had to have a home phone added to continue services. I was also told the internet and phone would be approx.$50/month. Well that was false because my internet is double that!!! Plus I don't even have phone service because none of my outlets work! $100/month is ridiculous for dsl internet and a landline, especially as slow as it is. Another thing, I have the protection Iinsurance that I also pay every month and I called because something was wrong with my laptop. I was on the phone for over an hour and a half because they told me I had a virus and they tried fixing it, but couldn't. So now I have a very slow computer. I was told when I added the protection that my computers would be protected, so how did i get a virus and why didn't they fix it? I am definitely going to shop around for better service and I am sure it won't be$100/month!

Travis10

This company is full of the laziest group of people. Unless they are working to gouge you for money, then they will send bills for some arbitrary amount that you must pay. Horrible Service!

KKP2

You are definitely not alone. I had the worst experience I've ever had with Customer Service today. I got transferred six times, five of those representatives were zero help and one quite rude. The one that actually knew what she was doing and explained the situation to me, accidentally transferred me the sixth time to the rudest customer service agent I ever had the misfortune to talk with. My whole problem stemmed from Verizon's Billing not noting that the equipment (cable boxes, wireless modems, remotes) I sent back in December 2013. I was notified by collection I owed $1254.00 even though Verizon got ALL their equipment back. I even had the UPS receipt, I should've known when the UPS rep was like make sure you keep that receipt because Verizon has a habit of charging you for the equipment even though they received it. But they first tranferred me to billing who stated they couldn't see my account because they sent it to collections (Verizon's error), so she transferred me to Finance. Finance confirmed that they did receive the equipment but that billing had to update it before they could help with the collections department expungement. So, they transferred me back to Billing again where I had to explain it once more, where she put me on hold and actually transferred me again. And finally I possibly get someone who knows what she's talking about and she puts me hold and then the rudest agent I've ever dealt with before entered the line. His name was Austin by the way. The one agent was able to explain the process of the equipment after the customer sends it back. Even though I sent the equipment with the label they provided on 4 Dec and they received it at the warehouse on 5 Dec, the warehouse is responsible for sending the equipment to the appropriate departments which could be 30 to 60 days later. And Billing doesn't annotate the date the warehouse receives it but the date the appropriate agency does, now what kind of sense does that make. This can cause them to bill you and forward it to collections even though they know that they received it at the warehouse. They have no qualms about destorying someone's credit because they can't keep their systems communicating. But anyhoo, now that I've lost complete confidence in Verizon, I will continue to have to follow up with them. Because each time I would get "you don't owe anything", "I can't see your account because it's in collections (even though three out of six of them could)", "there is nothing we can do". I even asked to speak with a supervisor and was told it'll be a 45 minute wait. I said, okay, I'll wait. Then he said, well he's in a meeting. The only saving grace is that I didn't give my account information or my name to that particular rep because no telling what he would do with someone's information. But just needed to rant with others who have experienced the nightmare it seems I've just embarked on. Hope your situation was resolved, I have a feeling mine will take forever. It's amazing that the customer follows instructions to the "T" but yet it's their responsibility to clean up the mess...so much for customer satisfaction. Before this experience I thought Verizon was the best, my opinion has now since changed to the worst. Also when I asked about a complaint system, I was given a POB, so maybe I'll have to complain to FCC. Thanks for the letting me vent.

ElizabethS

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.

KataG1

Well Lawrence, dealing with Verizon is a nightmarish experience anyway you look at it.......

I am over 50 years old and the two worst customer service experiences that I ever had came from Verizon (number one) and United Airlines, right after their latest merge with another airline. Monopolies and lack of competitors have always been detrimental to customers, and will continue being. It baffles me how even federal agencies get millions of complaints against these companies and do nothing about it, well........maybe because they see them as strategic resources, while us are screwed. We count very little in this game......

Verizon_Support

KKP,

We have not heard back from you about this. If you have any questions please reach out to us.

Josh

rohit_nyc

I would like to file numerous complaints with Verizon fios.

1) Last Thurs night, called to report no television signal, despite internet/TV guide working fine. Technician (#1) came on Fri AM and changed the faulty old style ONT box to another faulty old-style ONT, which stopped working minutes after he left. Later technicians told me that he should have replaced it with a new ONT box, which would have taken longer, but been a permanent solution.

2) A second technician (who was excellent) came at the end of Friday, and told me because of the error in the morning, now we would have to wait until Monday AM to have it fixed, so would be without services for the weekend.

3) On Monday AM, received numerous alerts that the technician (#3) was coming between 8am-12 (including a phone call from him), but he never showed up. We stayed home from work, waiting all morning for nothing, which was very incredibly inconvenient.

4) We rescheduled a visit for Tues AM, at which time the technician (#4) finally changed the ONT box (should have been done on Fri AM). A few hours after he left, now the internet stopped working.

5) Finally on Wed AM, the fifth technician came and fixed the internet.

6) So, from Friday to Wed, we did not have service due to faulty Verizon equipment, yet we were charged the normal Verizon fees, which I found astounding. Secondly, a technician was supposed to come on Monday morning but blew us off, which was extremely inconvenient. And thirdly, because the initial technician did not do what was supposed to be done, we needed 5 technicians to visit over a 5 day course.

I would like credit restored for the time that we did not have service, as well as for the inconvenience of constantly traveling back and forth from home to work to wait for hours for the various technicians.

Sincerely,

{edited for privacy}

ElizabethS

You need to call Verizon directly, and request a refund. Ask for the billing department.

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