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Worst customer service I have ever experienced

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.

Comments

drwikboz

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!

ElizabethS

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

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.

pl626

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!

DoveLove

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.

lasagna

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 ...

Quetee916

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!!!

lasagna

@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/51973#M2371

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.

pl626

@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

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!

pl626

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

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

sandeepg6654

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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