Worst customer service I have ever experienced
rfeineis
Newbie

We switched to Verizon from COX two months ago and have lost our phone service countless times, been "disconnected" from customer service 12 times and have filed a formal complaint with the Better Business Bureau.

To date, Verizon has not resolved a single issue that they said they would.  Has not returned over a dozen phone calls and is now on our list of companies that will never receive another dime from us.

Stay away from Verizon.

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drwikboz
Newbie

I have to second this, Customer Service is atrocious. 

So I've had Fios for just over two years and it's a pain.  Of three boxes, two did not work.  It took forever to finally get them replaced.  Even though they replaced the boxes, I still have a lot of lag on the guide, dvr functions and on demand.  I've learned to live with it since Verizon clearly can't fix it expeditiously. 

Over time I have also had billing issues, the most recent of which has me livid.  A $14.95 charge showed up for something called "Hold Billing Services."  I noticed the charge because I am contemplating switching to a cable provider as Verizon is considerably more expensive.  Anyway, when I called Customer Service, I was cut off and told this is a third party charge for streaming flix (as in the channel????) and that I need to call a separate company to deal with the charge!!!!  That is ridiculous, she also started screaming at me when I requested to speak to her supervisor.  She then transferred me to the third party! 

I did not authorize any third party service and upon quick research, I see these companies are scams and have federal investigations and even lawsuits filed by the federal government against them.  I can't believe Verizon would allow such a charge and then have the nerve to pass it off.  If they can't handle the charge, they should not be billing the charge, period! 

I will be switching my service from Verizon in the next week or so when I have time to take off of work.  I don't care if the picture quality is better or if the internet is a little bit faster, nothing is worth the hassle of dealing with Verizon customer service!

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ElizabethS
Moderator Emeritus

There are a couple of good threads on the board about third party billing that you might find useful. One is here, and the other is here.


Call Verizon back and ask to have a block put on your number so no more such charges can be made.

XanderZane
Enthusiast - Level 2

rfeineis wrote:

We switched to Verizon from COX two months ago and have lost our phone service countless times, been "disconnected" from customer service 12 times and have filed a formal complaint with the Better Business Bureau.

To date, Verizon has not resolved a single issue that they said they would.  Has not returned over a dozen phone calls and is now on our list of companies that will never receive another dime from us.

Stay away from Verizon.


I was thinking about getting FIOS Internet access and TV service, as my sister works for Verizon. The problem is FIOS isn't out here in Arizona yet. Verison has nothing on their site that lets us know when it will be here. With all the complaints I've been reading, I may just stick with COX Communication. They are way over priced though, but at least the cable and internet works 99% of the time and I don't get charge any extra fees.

Speaking about slamming. That happened to me once before. I was being charged like $.65 a minute on all calls. Local and long distance. My bill was like $350. When I called my phone company, they said my service was switched, even though I never made any switch. I had them switch me back and put a block on the line. For anyone to change it, they would need my last 4 digits of my SS and my mother's maiden name. I only had to pay a small fee to switch back. Didn't oay anything to the 3rd party phone company. If you ever get a new home phone#, also make sure you put a block on it immediately.

I'll wait on getting FIOS at this point. If their customer service sucks, I won't even waste my time.

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pl626
Contributor - Level 1

And forget about the Live Chat support.  It's terrible.  It took me almost an hour to convince the guy that my STB was dead.  What should have taken less than 10 minutes was stretched into almost an hour. And he didn't resolve my issue!  I actually called the FSC, waited about 10 minutes, but the person was an American and resolved my issue in less than 5 minutes.   I suspect the chat 'person' was at an offshore center, as his English was extremely broken.  He did absolutely nothing for me except waste my time.  After I told him the FSC solved my problem in less than 5 minutes, he acted as if he had actually contributed to the effort.

If you have a billing dispute with V*, be prepared for a long battle.  I have almost never had a good experience with their billing department.  It's almost as if being rude is part of the SOP for them!

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DoveLove
Enthusiast - Level 2

I also have received the worst customer service ever. I want to change my provider as this has become ridiculous. I was planning to switch my cell phones over to Verizon in a few months when my current contract is done, but after this month of ongoing problems and no resolution, I think not. I have had emergencies in which I needed my phone but didn't have. I couldn't even call my mother to tell her Happy Birthday, what child does that? The problem is that I tried and tried, but due to my failure in service, I was prevented from doing so. I still haven't been able to talk to her over a week after her birthday and I'm sure her feelings are hurt. And then for them to request that I refer my friends and family is outragous to me.

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lasagna
Community Leader
Community Leader

So ... help me understand how not being able to call your mom on your Verizon landline prevented you from picking up that cell phone (the one's you were going to switch to Verizon) and calling her on that?  Granted, that doesn't excuse an issue with Verizon service ... but I'm just sayin ...

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pl626
Contributor - Level 1

@lasagna wrote:

So ... help me understand how not being able to call your mom on your Verizon landline prevented you from picking up that cell phone (the one's you were going to switch to Verizon) and calling her on that?  Granted, that doesn't excuse an issue with Verizon service ... but I'm just sayin ...


good point, however, if you don't have a signal, you can't make a call, unless you go out of your way to find a signal.

I've got AT&T for wireless, but I can almost never use it at my house, which is why I still have my V* landline, in addition to my VOIP line.  If I didn't have these, I'd have to take my cell to an area where I had a decent signal to actually make a call. 

I would have given my wireless business to V* since they have the best coverage in my area, but they don't allow you to multitask on a 3G phone.  On AT&T, I can surf the web, lookup contact info, text all while I'm on a voice call.  OC, I don't do this when I'm driving.

Now the downside is, I can only do this if I have a signal...Every carrier has it's issues and qualities, there's just no standout service provider.  From a consumer's perspective, don't put all your com eggs in one basket.

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Quetee916
Newbie

I totally agree with you about Verizon's customer service.  I order an On Demand movie last night for the first time that is good for 24 hours.  I tried to watch the movie again this morning but on a different TV.  It wanted to charge me again.  I did a chat with a Verizon rep who in the end, could not help me.  I called the toll-free number and was told that another department would have to set up my account to watch an On Demand movie from another tv.  She then told me that  I needed to speak with someone in another department however, the department was closed today (Labor Day).  I informed the rep that calling tomorrow would be outside the the 24 hour period.  This is absolutely ridiculous!!!

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lasagna
Community Leader
Community Leader

@Quetee916:  It sounds like you are getting bad or inaccurate information.  This issue was discussed previously on this thread:

http://forums.verizon.com/t5/FiOS-TV-Programming/only-allowing-paid-movie-viewing-on-one-box/m-p/519...

You can watch it on a second TV in the same 24-hour period.  The second STB will want you to "buy" it again, but according to the post above, you aren't billed for it as long as it's within the initial 24-hour period.

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pl626
Contributor - Level 1

@lasagna wrote:

You can watch it on a second TV in the same 24-hour period.  The second STB will want you to "buy" it again, but according to the post above, you aren't billed for it as long as it's within the initial 24-hour period.


That's great to know, but call me a skeptic, what protection do we have as consumers, that V* won't turn around and use that as a basis to bill multiple times?  And why couldn't the V* agents simply say this instead of giving Quetee916 the run-around?  Ordering something On Demand shouldn't be this confusing or misleading and getting support shouldn't send you into a loop.

The point is, the technology is great, the customer service leaves a lot to be desired....

mimi3908
Newbie

you guys are making me nervous in getting pending order to get new services FIOS+Freedom package. However, I'm already a Verizon customer with separate DSL+basic phone plan and the new package is slightly cheaper with a lot more services. I even told the rep who appeared very competent and honest in offering this FIOS product to me that I've read too much problems with people getting new products and getting messed up on billing/service delays etc... She gave me her direct line if that ever happens I can just call her and she'll set it straight. I also got 30 days to cancel if things are not up to par. I'm just very fretful of ongoing problems with FIOS as some say it happens. My dsl+phone service been fine for 10 years+, but just recently had some dial tone problems fixed so even though new package is slightly cheaper for 2 years and way more services... I was very hesistant in making the move...why change things up when things are okay? and for a few bucks in saving? not an easy decsion although should be a no brainer if not for all these issues that I'm seeing/reading about... I guess expect the worse and hope for the best with new services.. yipes!

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lasagna
Community Leader
Community Leader

@mimi3908: The people you often find on the forums (and I am by no means singling anyone out individually) fall into a couple of categories: those who like to help, those who want help and appreciate any which is offered, those with a true service issue that they've concientiously tried to resolve thru the various "contact us" channels and are seeking advice on how to truly resolve it as a means of last resort, the impatient, the incompetitent, and those who likely work for a competitor, like to hear themselves whine, or derive some form of perverted entertainment from whining and complaining to see how people react (hint: look at the number of posts an individual has made historically for a good indication of the reliability and reputation of the person making those comments regardless of the nature of commentary).

It's safe to say that by and large many customers are probably pleased with their service and have no issues.   Afterall, when's the last time you went on to a forum and said "hey, no problems here, just letting everyone know"?   I have had the service since December of 2008, have had a few issues along the way but each and every time I called or chatted, the call was answered relatively quickly, the person truly wanted to help and did so professionally, and even offered ways to get the same or more service for LESS cost than my current bill.  I cancelled two service offerings along the way and made two changes to service and all were done quickly and without any pressure tactics to try to retain the service or give me something I didn't want.

That isn't to say that some haven't run across issues along the way or the occasional bad CSR, but having been a person on the other end of the phone from time to time in an enterprise setting (and I don't work for nor have I ever worked for Verizon -- I've work for over 25 years in IT for a large global engineering and manufacturing company), you wouldn't believe how rude some customers can be.  My motto here is to be patient, be courteous, be politely persistent, and above all be reasonable.  There are certainly things I don't like about Verizon's customer service model or the time it takes to get things repaired or even the way they handle scheduling of technician visits, and their billing when you make mid-cycle changes can be downright confusing, but on par, they're about the same as everyone else -- better in some areas and worse in others.  What's different for me however as a FiOS customer is they're internet and TV offerings have been outstanding and far superior to the other offerings available in my area (including their own DSL offerings).

My two.   Those who don't agree may feel free to "cat * > /dev/null".

idburns
Enthusiast - Level 3

I've been a FiOS customer for 2 years now and while the TV, Phone and Internet service have been fine my big issues with Verizon are their billing departments and customer service departments- they are a nightmare to deal with.

Case in point just the other night I was trying to setup the remote DVR app on my iPhone but when I went to my box to get the ST id it showed that my box was not being recognized by Verizon (or not registered or something- I don't recall the message) and to call the 1-800 number.  I get a kid on the line who kept trying to blame it on my iPhone (seriously, the BOX doesn't have the code!) and then after making me reset my router (which also wiped out all my settings...grrr) and then rebooting the box the code still didn't show up. 

He finally said that he was going to escalate this to a higher level but, and I quote, "I don't know if they are going to call you back or not."

Seriously??

And forget about ever accepting their offers for free months of premium channels.  They always bill us each month for them and we have to call and deal with the **bleep** in billing to have the charges reversed.  Now when they call offering these free upgrades I tell them no and the people on the phone get all snarky and rude because apparently I'm a **bleep** for not wanting 3 free months of HBO.  

Ok, I'm done. 😄  Again, the TV, internet and phone are great- it just turns into a **bleep**-show when you have to actually talk to someone at VZ.

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m3mane30
Newbie

verizon Billing customer service is the worst. This is only my third month and every month there are charges and subscriptions i never added.   I got tmy service 3 months ago and i got 4 digital boxes. Verison charged me 59 box for installing an extra outlet when they never had to install one because i already have the existing outlet.  Verizon denied thedispute because they said that as long as i get more than 3 boxes every other extra box i get they will have to charge 60  bucks for installation. I say thats **bleep**.... i dont think these verizon reps knows what the hell they are talking about. Who the hell charges 60 bucks to crew in a cable wire.? Time to cancel service .. Oh yeah and they also billed me for hindu channel .... security package and a game package ... something i never ordered. but they refuse to refund me my money.. Verizon you relaly get my Blood presure rising. I hate you guys.

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zich61
Contributor - Level 1

I really have to agree that I've never experienced worse customer service.  I called yesterday trying to get a QIP7232 STB.  I  spent over 2.5 hours on one call getting transferred from FSC to billing to FSC to sales and finally back to FSC.  Each person I talked to said exactly the same thing "I can't help you, but I'll transfer you to someone who can."  There is absolutely no excuse for that.

I had heard that the 7232s were for "new customers only," but I couldn't beleive VZ would treat current customers this poorly.  I was wrong.  The below is from the 7232 thread:

Re: 500GB Motorola QIP7232 HD DVR Coming soon!

@abhi_col wrote:

As I said , It is only for new installs. Eventually the inventory from where the STBs are shipped will slowly get the new STBs...


I understand what you said.  That doesn't change the fact that VZ has chosen to embark on a policy that gives preferential treatment to new customers at the expense of customers like myself who pay them nearly $400/month for bundled services and have for almost a decade.  Further, this policy is without exception, or any kind of appeal process.

To my knowledge, V is the only company that insists on policies that reward those who spend less, for a shorter period of time, in favor of those who spend more for longer.  Think of airline, credit card, or numerous other reward programs.  It runs counter to common business sense.  It's an absolutely ludicrous marketing strategy and will likely result in the loss of my business.  This "shoot yourself in the foot" strategy is unparalleled in business and is yet another example of VZ's disregard for their loyal customers.

Yeah, I certainly know what the policy is and it's just plain wrong.

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pl626
Contributor - Level 1

Here's a link to the FCC complaint site for anyone who's interested:

http://esupport.fcc.gov/complaints.htm

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sandeepg6654
Newbie

Verizon customer service sucks bigtime....Not just customer service, even the billing department sucks....there are no recordings of the conversation we have with them...they directly say on your face that they cant trust customers....their agents speak on thing to customer and note some other thing...their only aim is to get rid of customer call without making changes to satisfy them...no complaint service - email or phone is provided...i am sick and tired of my verizon account and billing

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LawrenceC
Moderator Emeritus

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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