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When I called Verizon to find out why my bill had increased like $40/month in the last year, I found out they just arbitrarily increased my rates. I had to call to get them to back out a bunch of increases. At the end of the call, the agent said she was throwing in "free" upgrade to internet download speed, so I said "sure." When I got the email confirmation and read the fine print, I saw that after X number of months (I can't remember how long, think it was 6 months), they were going to increase my monthly payment by $5/mo for this "free" upgrade. So, I had to call back again to ask them to remove this "free" upgrade. Well, last night when I got my USPS mail, I found a postcard that said again that Verizon is giving me a "Free" upgrade. I was wondering if this meant my bill was going to increase in the future, so I made a mental note to call. Well, guess what, this morning, I received an email stating that they are increasing my bill by $5/mo after a month.
This is ridiculous. I have never seen such sneaky practices. Beware of anythng that is "free." it is a tactic to force you to upgrade your services so they can charge you more $.
Update:
I called and was told by the 1st person: the original download speed I had is no longer available, so I am forced to move to the new speed; she said that since I have been a long time customer (dating back to the Bell Atlantic days, the 1990s), maybe the customer loyalty dept could help me. I was transferred. I re-explained everything. The second person said I would not be charged more because I had a contract in place; but he wanted to check why I got the email and put me on hold. I was only hold maybe 45 mins. I have a timer on my phone and it said 51 minutes in total by the time a 3rd person came on the phone and she said something to the effect of, "this is XYZ of Verizon; may i have your name and reason for calling?" I must have been bounced back into the call holding queue. She had no idea why I was calling and I was not about to explain for a 3rd time, so I just told her she would not be able to help me at this point. What a frustrating experience.
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At least they didn't hang up. I called for tech help. The Tech couln't help and said that sales could help. He transfered me to sales. The lady that answered in sales help couldn't help she was going to transfere me to Tech and I told her they had transfered me to her. She said let me put you on hold and I'll find someone to help. She hung up on me. Then I get an email for a survey on the support I received. It had an error and couldn't be opened.
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I am using chat and though friendly the chat people have no power at all to solve any issue they are able to sell you the same service that you can get on the web so I am not sure of their function perhaps they do some tech support not sure.
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- I received six new boxes for Verizon TV. I called customer service and advised them that I was only going to use three of the new boxes. The customer service representative advise me that a technician would come to install the new equipment along with a new router as she told me that the router I had was very outdated. When the technician came he installed a new Verizon box in the basement a new router and three boxes to my TVs. When he left, he took six old boxes from my TVs and three new boxes that I didn’t use along with the old router.
- I also have automatic billing and was told there was no charge for the work that was done or the equipment the technician was going to install. I was advised that on September 5th I would be billed $210.54. I recently got notification that my bill was ready and that in September on the 5th there would be an automatic deduction of $469.60. Needless to say, I was shocked as I’m also a retired single widow.
- i have clear notes related to my conversation with the customer service representative. NEVER was I told there was an updated equipment charge when I asked and I was told the install service would take less than an hour which was probably the only truthful statement during my conversation with customer service.
- Similar to the other complaint above, I was told by the customer service representative that I would personally have to take all of the nine TV boxes to a Verizon location. However, the technician told me that was not necessary and he would take the equipment back himself. Days later I received an email advising me that three pieces of equipment were returned. There was no mention of the 6 old boxes or the old router. I sent an email back advising of the discrepancy and what they should have received from the technician.