CMR bill
vzvzvzsleeploss
Enthusiast - Level 2

I have the same problem.  CMR sends me bill out of the blue with VERIZON in bold letters on bill.  Here's what I think I discovered.  ...   Cable breaks outside due to some reason.  Neighbor mowing/digging/dog digging or just plain vandalism.  Verizon repairs.  Verizon sends bill to their insurance-- who knows who this is!! 

18 Replies
MRossy1982
Newbie

I too am having the same issue that many reported.  Verizon came to repair a cable and did not disclose any charges.  I get a call yesterday from CMR claiming that I owe verizon $362.35.  I have spent over an hour with Verizon customer service on the phone and by chat.  Nobody has any idea what the charges are because they don't appear in my Verizon account.  The cable is still above ground since the "repair" was made on Sept. 9, 2015.  It is a trip hazard for me and my neighbors.  Techncians have been out several times, run into some problem, and never come back until I call.  I would like the cable buried once and for all, and to dispute these charges. 

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CheckForResult

H i MRossy1982,

I sincerely hope that your issue has been resolved and would love to know if it has been.  I was billed nearly two months ago and had all the same issues that this forum reports.  By the time I found this forum I was already furious and wasn't in the mood to post and follow instructions, especially since no one has been back to post that there issue was resolved.

I created my own path to resolution and would be glad to pass your case to my verizon contacts, if you are still having issues.  If your issue has been resolved it would also be good to have that show on this forum post, for every one else.  I'm sure my contacts would love to hear the positve feed back, also.

Wishing you all the best

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ElizabethS
Moderator Emeritus

Hello MRossy1982

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 here on 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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my05roadking
Newbie

I received a bill from CMR claims for a repair. Same story as everyone else. Cable was buried less than two inches next to my driveway where a contractor cut the line. Now I get this bill with a Verizon logo saying I have 5 days to resolve. CMR will not help me. Who do I talk to about this.

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LawrenceC
Moderator Emeritus

Hi my05roadking,

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. The title of your post is the link. 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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Mich942
Enthusiast - Level 2

I too have this issue!! 

I have FIOS line down in Nov 2014. We called for repair and was told "there will be NO CHARGE." 

The technician showed up and we asked him again. He still said "NO CHARGE" 

Versizon never sent us a bill. Instead, one month later we start getting CMR claim againt's phone call. 

They are not even part of Verizon. They told me the technician doesn't know what they are doing. That is why they quoted zero! Is this the way that Verizon trying to milk repair money from their customers? It seems like there are many many people like me with same issues if you look at the forum. When Verizon is going to improve their service quality !!??

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ElizabethS
Moderator Emeritus

Hello Mich1942

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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Mich942
Enthusiast - Level 2

Verizon did escalate this case to Verizon agent. However the problem is still not resolved.

Verizon agents keep reponding the same thing over and over again saying that me and my contractor should pay for the line damange. However, when we called for the repair, we explained the situation. They didn't say that the repair cost for the material should be transferred over to me or my contractor. They told me it is FREE OF CHARGE!!!It is a SCAM!!

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ronshock
Enthusiast - Level 1

Mich942,

Continue talking to Verizon directly about this - NOT those collection headhunters at CMR.  I finally got a Verizon 2nd tier/Escalation agent that researched my issue and got CMR to drop my billed repair charges.  Though at first that higher tier person was just as baffled. As I said above about every other Verizon agent I spoke with who did not know of CMR, she too had never heard of CMR even though she had worked for Verizon for nearly 20 years and was higher up the ladder. She too did not know of this bad customer-service practice.

  It is just bad business and hopefully more and more customers can and will voice their disgust with this so that it reaches a critical mass point that this practice is abandoned. Again, as I mentioned in my original post here, if Verizon is only going to bury these FIOS lines at a shallow depth because it is way faster and cheaper, then pony up and eat those repair costs when they occur.  Sure, if a particular customer continually damages/cuts their line then that would be case where repair charges should applied at some point - maybe after a 2nd or 3rd repair in some span of time.  But for general customers who this might only ever happen to once or even twice over the years, just write off the repair in the interest of customer satisfaction. The long-term value of a service customer is way more valuable than a few hundred dollars in additional repair collection revenue!

Ron S.

MitchM1
Newbie

I too am having this issue.  My cable got cut with water leak.  I was assured by Verizon Rep when I called in that I would not be billed for this and that it happened all time.  Today I got a bill from CMR.  Please help VZagent.

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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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ronshock
Enthusiast - Level 1

I too have the same issue with "CMR Claims" acting in the name of/on the behalf of Verizon.  Back in May of this year (2014) while planting a new bush in one of my yard's flower beds, a hired helper put a shovel through and thereby cut our FIOS line.  The line was not where it should have been (along the side of the driveway) and instead was out in the middle of the flower bed and only a 2-3 inches deep (Texas Utilities Code requires a minimum depth of 18" or greater for utility lines).  With no cable, internet, or phone I called Verizon on my cell and they came out the next morning and laid a temporary line to restore our service.  Great, prompt service!  Thanks for that! The Verizon repair technician told me that this happens all the time because Verizon only buries these lines a few inches down because it is quick, fast, and cheap.  The next week another Verizon crew came back and buried the line using that same, exact method to bury the new line from the street to my house - just barely opening up the ground to slide the FIOS cable in there a few inches deep.

 

Next regular bill came and no charges for anything concerning that so I thought all was good.  But then a few weeks later I get a bill with Verizon's logo on it and an address for "CMR Claims Department PO Box 60553 Oklahoma City, OK 73146" indicating it is a Damage Claim for "Verizon Cost to Repair" in an amount of $515.79.  And a few weeks later I received a call from "CMR Claims" inquiring about when and how I was going to take care of this charge.  When I complained to the CMR agent that I didn't think I should be charged for this at all the agent said that CMR can only reduce the amount some and only Verizon had the ability to waive the fee totally and I should contact Verizon about that if that is what I wanted.

 

So I started by emailing Verizon Customer Service about it.  The replies I got indicated that they knew nothing about any such charges or even about CMR.  So I ignored it for awhile and went on. Then I started getting more harassing calls from CMR.  So I then called Verizon Customer Service (on 11/4/14) and both the Customer Service Agent I spoke with and the Finance Department Agent he got on the phone said that they showed that I had ZERO outstanding debt with Verizon for a damage repair at any time and that my account was in good standing as far as Verizon is concerned.  Again, there's was nothing that I owed Verizon at all according to them.

 

After filling out an online Verizon Customer Service Survey and complaining about this issue, I thought perhaps the combination of all of this would solve everything with my supposed charges being waived/wrote off.  Nope! Still yesterday (12/3/14) I just received another call from CMR saying that they have heard nothing from Verizon about this and that I still owe the $515 (even though according to Verizon, I don't have any debts that they can see and my account is in good standing).

 

This is very troubling in many different ways.  First, as a long-time Verizon FIOS customer (probably since circa 1999-2000) at two different residences, that never paid anything close to $500 ever to have Verizon FIOS installed as a service, I don't feel that is fair to be charged that much - especially for a repair job that is a direct result of the company's chosen method (which defies Texas Utility Code recommendations for proper safe underground depth of utilities) of burying these cables in the ground.  If Verizon chooses this barely put it in the ground method because it is quick and easy and especially cheap for the company, then bite the bullet and absorb the cost of repairing a customer's line when it gets accidently cut during yard work/landscaping - that's just a hazard of that installation method/business model!  To turn around and charge your customer a big bill for these is beyond bad business - especially in today's very competitive service world.

 

Secondly, for a customer to call into Verizon Customer Service and they (and even your Finance Department) have no record or really even any idea that this CMR Claims company is handling these "damage claims" in the name of Verizon, is incredibly bad customer service.  What it looks like and smells like is that Verizon does not want people to know that they are turning over or selling to this CMR company in OKC their write-off debts. This seems highly likely especially with the fact that I see online on these very Verizon Forums that this "cut line/CMR Claims" issue seems to occur regularly with people like myself complaining about it to Verizon and they also report that Verizon Customer Service doesn't seem to know about CMR.  And to top it all off then here in these forums Verizon tries to be "hush - hush" about it and turn it over to an agent through a "Private board" and a closing of the case soon after that.  It sure has the appearance of Verizon trying to hide this from the public at large because it is what it is - a BAD PR disaster waiting to happen! 

 

But if you keep charging your customers for these debts you should just be absorbing as a cost of doing business, then they are not only going to leave your business as a customer, they are also going to start spreading the news about this bad business practice to more and more people through the use of social media and the internet at large - which in turn will have more of us either "cut the cable" or go to a competitor of yours for service.

 

I await my escalation to a Verizon Agent and somehow finding "My Support Cases" here to see if you guys will pony-up and do the right thing for your loyal customers!

 

Sincerely,

 

Ron S.

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ElizabethS
Moderator Emeritus

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

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Verizon_Support
Customer Service Rep

Hi there! We had to close your private support case due to non-response. Please let us know if you still need assistance by posting in this public thread.

Thanks!

Art

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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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Croninger
Newbie

Can you tell me how to get assistance with a CMR bill?  I received a bill for $340.55 yesterday for damage to a dropped line.   We did call about a loss of service on 7/3/15.  I worked with an online person who tested the line and said the problem was outside and made a repair request.  At the time I told the person that I had the lines marked, and I had been working in the garden and was worried that I may have damaged the line.  The technician came several days later, but when I showed him where I was working and the exposed line he said that it was not a fios line.  He showed me the difference between a cable line and a fios line, ran some tests and said that he would have to run a temporary line until a new drop line could be run.  According to the technician, my concerns were unwarranted, but the line needed to be replaced.  I saw on the forum that others have had the same problem, so thought I would try contacting you.  Thanks, Bob

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LawrenceC
Moderator Emeritus

Hi Croninger,

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. The title of your post is the link. 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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Croninger
Newbie

Thank you.  Hiopefully, I can figure out how to use this option effectively.  Bob

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