Has anyone successfully filed a complaint through the mail to corporate headquarters?

fshanahan
Newbie

I would like to know who from these forums has successfully filed a complaint by mailing the corporate address? 

How long did the process take and what was the process?  

warm regards,

-fs

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robertcrosby
Newbie
I'm just now looking into this.  My experience with Verizon has been a prolonged, agonizing nightmare.  They raised my internet rate without notifying me then billed me retroactively for several "late" payments, includings late fees.  I called and spent over an hour (literally!) on hold, and they refused to reverse the incorrect charges.  I asked them to cancel my service, giving them a cancellation date two weeks away to give myself time to change to cable internet.  Instead, they cancelled my service the next day, leaving me without internet.  I called and spent a cumulitive two hours on hold to find out their error.  They promised to turn the service back on within two days (since it was their mistake), but they never did.  It turned out the wiring in my house would not support cable internet.  After going a couple of weeks without internet (reasoning that anything was better than dealing with Verizon), I reluctantly called back to re-establish service.  I did want to order a new modem because I wanted one that would support two computers.  Verizon sent me the wrong modem, charged me for it, and still charged me for the incorrect charges on my previous account.  Talking to a human being at the company is like trying to win a radio contest.  Words simply cannot describe the level of outrage I feel toward this God-forsaken phone company.
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prisaz
Legend

Try this website. It does not seem logical to need a third party site for support, but they do listen to issues in this forum.

http://www.dslreports.com/forum/vzdirect 

I can say from my experience the people at Verizon do care. It seems to me that their biggest issue is lack of experienced people, or lack of knowledgable people. Just think of how much they have expanded their technology offerings and how hard it is to train and find qualified people. I think FIOS needs to have a customer support rep news bulletin that is pushed down the CSR's throats. Also a consistant format for offerings and policies would help.

I too have had billing hell. Like my package that includes Internet last March went from part of the package to monthly extra charges for Internet. I think they need to train the people on how to enter requests into the system, and program the system to prevent screw ups. Like prevent additions and charges for something that is part of some other package. A friend in Virgina had the same thing happen with his TV service. He was getting billed for TV as separate option and it is part of his package. They have always made things right for me and last time gave me a $10 discount for my troubles. I have delt with Cable companies and that is why I am dealing with Verizon.

I hope you get your issues resolved and perhaps can give Verizon a chance to make things right.

cggpa
Enthusiast - Level 2

Verizon has yet to remove erroneous charges from my bill.

In fact they are demanding that I pay it upfront, promising a "credit" later.

Yeah, right.

Just take it off!  duh

cggpa
Enthusiast - Level 2

Sorry -

I HAVE sent a letter to the only address I could find for "Headquarters".

I have not received any response at all.

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Techman28
Master - Level 1

@robertcrosby wrote:
I'm just now looking into this.  My experience with Verizon has been a prolonged, agonizing nightmare.  They raised my internet rate without notifying me then billed me retroactively for several "late" payments, includings late fees.  I called and spent over an hour (literally!) on hold, and they refused to reverse the incorrect charges.  I asked them to cancel my service, giving them a cancellation date two weeks away to give myself time to change to cable internet.  Instead, they cancelled my service the next day, leaving me without internet.  I called and spent a cumulitive two hours on hold to find out their error.  They promised to turn the service back on within two days (since it was their mistake), but they never did.  It turned out the wiring in my house would not support cable internet.  After going a couple of weeks without internet (reasoning that anything was better than dealing with Verizon), I reluctantly called back to re-establish service.  I did want to order a new modem because I wanted one that would support two computers.  Verizon sent me the wrong modem, charged me for it, and still charged me for the incorrect charges on my previous account.  Talking to a human being at the company is like trying to win a radio contest.  Words simply cannot describe the level of outrage I feel toward this God-forsaken phone company.
Robert DSL or FiOS? Also I'm a bit dumbfounded at their 2 day turn on timer if it was Fios as that in 95% of cases can be turned on within 4-6 hours.
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prisaz
Legend

@Techman28 wrote:

@robertcrosby wrote:
I'm just now looking into this.  My experience with Verizon has been a prolonged, agonizing nightmare.  They raised my internet rate without notifying me then billed me retroactively for several "late" payments, includings late fees.  I called and spent over an hour (literally!) on hold, and they refused to reverse the incorrect charges.  I asked them to cancel my service, giving them a cancellation date two weeks away to give myself time to change to cable internet.  Instead, they cancelled my service the next day, leaving me without internet.  I called and spent a cumulitive two hours on hold to find out their error.  They promised to turn the service back on within two days (since it was their mistake), but they never did.  It turned out the wiring in my house would not support cable internet.  After going a couple of weeks without internet (reasoning that anything was better than dealing with Verizon), I reluctantly called back to re-establish service.  I did want to order a new modem because I wanted one that would support two computers.  Verizon sent me the wrong modem, charged me for it, and still charged me for the incorrect charges on my previous account.  Talking to a human being at the company is like trying to win a radio contest.  Words simply cannot describe the level of outrage I feel toward this God-forsaken phone company.
Robert DSL or FiOS? Also I'm a bit dumbfounded at their 2 day turn on timer if it was Fios as that in 95% of cases can be turned on within 4-6 hours.

Techman28

Tech support has always been pretty good once you get someone that knows. But billing has always been my issue. I will not say how good it has been lately, in hopes for it not to go bad.

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workgrl9
Newbie
No, not sucessfully. I have written 2 letters and called three - four times  since November, 2008 for erroneous calls or charges. The last representative on the 4th call after being transferred a few times said and I quote "If you haven't received a credit by now; it means that we're not giving you one." So I asked to speak to a supervisor and she said I'm the only person in this office and she hung up.  So I'm writing another letter....
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DSLAlexandria
Newbie
Can anyone help me with the address of the president (Mr. Strigl), or at least their corp. Headquarters (DSL related complaint)?
Message Edited by DSLAlexandria on 06-16-2009 07:08 PM
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questorfla
Newbie

[edit]

They lied to me and thousands of Alltel customers. I am looking for the linkto the FCC complaint forms.

{please keep it relevant} 

Message Edited by ElizabethS on 08-08-2009 08:31 PM
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naveen2
Enthusiast - Level 2

I have written to Verizon customer servie and Pennsylvania Public Utility Commission about FIOS telephone issues. Other than calls from the Escalation Department in Pittsburgh to acknowledge the receipt of my letter, the real issue is still not addressed after 3 months. I thnk class action lawsuits are the only hope for the customer now.

There may be some federal government agencies dealing with consumer related complaints. Please post any infomation you have to get the public moving.

mbwun
Enthusiast - Level 1
There is a facebook group called "Verizon Sucks"  You might find some people out there with similar bad experiences.  The customer needs to band together and start complaining with one loud voice,
ripoff
Newbie

My experience today was ridiculous!  I called to dispute a billing charge and before I could even explain anything, the service rep informed me she would not be taking ANYTHING off my bill for whatever reason!  Total ignorance in customer service!  Who owns this company anyways?  We are the ones paying their salaries to treat us like crap!

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Techman28
Master - Level 1
I just want to ask 1 question is it that everyone is having a problem on the billing side or Technical side of FiOS and DSL?
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dap76
Newbie

Hey Techman28,

I've only had to call FiOS tech support once and I thought they were helpful.  It was billing that was a nightmare for me.  My experience was not unlike the one described above.  I gave much more detail in another post.  You guys clearly have the best product on the market, but man the service side is hurting if my experience is the norm.  I'm hoping I got the one lady with an attitude. 

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therossroad
Newbie

Would someone please list the most successful avenues for filing complaints (addresses, e-mails, numbers, etc.).  I have had a nightmare of an experience with verizon.  I HATE that nobody can take care of everything on my bill but get transferred 5 times, get disconnected, and wait for over 25 per transfer.  My time is worth the $3 extra I would pay with a competitor and I would like to make my dissatisfaction known to headquarters.  Thank you for your help.

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plagued
Enthusiast - Level 3

A call to your local cable commision is the best way to solve any unresolved problems.

They are normally very fast, I think because VZ has to pay fines if they don't respond quickly and thoroughly with complaints lodged and recorded by the commisions.  

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HROTT
Enthusiast - Level 2
Well, I replied with a list of addresses and phone numbers, but I guess something in the post wasn't cool.  I will attempt to suggest clicking the blue and white rectangular logo at the very bottom of this page. 
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Sleverus
Enthusiast - Level 3
I know I'm late to the party, but if you read the thread I started by searching for "frustrating doesn't begin" you will get a flavor for my months long wrestling match that I had w/ verizon.  I had to become their worst nightmare.  I found a customer service email and sent emails to them daily, if not more often.  Everytime my tech issue came up and went unserviced, I emailed them.  Sometimes every few minutes.  It worked in getting me some credits to my monthly bill, but what nobody will ever tell you is that the ONLY way to get any kind of tech support is in the forums.  verizon should just have a recording on their tech help phone number that tells you to post your problem in the forum {please keep your posts courteous} 
Message Edited by ElizabethS on 07-28-2009 06:06 PM
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ptiger
Enthusiast - Level 1

Yes, I wrote a letter last Feb. '08 to the president of Verizon Communications and copied my state's PUC.  I got a response first from the PUC saying that they contacted Verizon and advised them to respond to me within certain time frame.  I got contacted by Verizon shortly after that and they began working with me to resolve my problem.  You should always copy the Public Utility Commission on correspondence regarding complaints.

BettySwenson
Enthusiast - Level 2
Thanks for the information. I am so frustrated with the way I was treated today, I am going to write Verizon and copy the PUC and BBB, as well as, my Senator and Congressman. Thank you again for your Post!!
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