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Sorry to hear about your issues. You are not alone. I've been fighting Verizon since Nov 2013 and my issues have not been resolved yet. I filed a complaint with FTC (Federal Trade Commision) and now they are trying to get my issue resolve. Because of poor customer service and horrible internet/phone service I discontinued my service with Verizon in Nov 2013. About 3 months later I get a colection agency trying to collect for Verizon saying I owe Verizon. But the funny thing is, after I paid my last bill in November 2013, I got credited back what I over paid because I did not have the service the whole month. I called the collection agency and Verizon and was told the issue will be resolved. Its 2015 and I get another letter from a different agency trying to collect for Verizon again. I tried to call Verizon and got noone. I tried the agency and basically was told I owe that money. Out of curiosity, I logged into the old account and to my surprise, it was still active. This was after I called Verizon twice, once in late Oct 2013 and then again in Nov 2013 to make sure my phone and internet is discontinued because I had Charter services getting installed in November 2013. I talked to Verizon again in early 2014 when I got that first collection agency letter but still according to the account I saw online in 2015, I was still getting billed monthly for internet when I dont even have Verizon internet anymore. Now, the FTC has already resolved my issue with the collection agency and are now in the process of handling my case with Verizon. My credit rating took a beating because of Verizons actions. Before all this started my rating was at 740ish and I am scare to see what it is now.
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I have tried on three separate days to speak to someone regarding my internet service. On each occassion I waited on hold for over thirty minutes! That is ridiculous. I wanted to know why upgrading my router to the Quantam at 150bpms would cost me $140.00 per month while it only costs $90.00 with Comcast. I have been a very long time customer, I have my home service, business service and cell phone with Verizon but now feel as if I am overpaying. I would like to discuss the issue with someone before I move all of my business but it seems as if no one really cares enough about our business to answer the phones!
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In the past 20 days, I have been trying to solve a dispute with Verizon caused by misinformation given by Verizon associate. On November 26, 2014, I called to disconnect both my cable TV and phone services. After discussing with the associate, I decided to keep the cable TV, but still discontinuing the phone service, which by extension included my international calling plan. The reason for my call was simply to reduce my monthly cost.
After discussing with the associate, he informed that disconnecting my phone service would represent only a saving of $2 in my monthly bill, however he did not inform me that by removing the international plan, normal international rates apply. During the discussion and prior to disconnect the phone, I specifically asked if by removing the plan I would pay 17 cents to call, which is the rate I would pay if I had gone over the 300 minutes I have in my plan. The associate never informed me about the price of the normal rate. Therefore, for me that was a confirmation on the rate. This can be easily verified in the recording of that call. Additionally, if I was paying $10 a month for 300 minutes, there is no reason for me to pay $4.85 a minute, especially if I am trying to cut costs.
I made several calls. There was no way to verify these charges until I received my phone bill on January 15. Since then I have called Verizon several times, and most of it I was treated unprofessionally by customer service. Not to mention, they refer to statements that I have never made. I did not remove specifically my international calling plan. I did ask to remove the phone service altogether, including the international calling plan. The phone service was put back on, but the associate did not reinstate the international calling plan, nor informed me the right price. This is common sense, and it was a clear case of misinformation on Verizon. From the many calls I made, only one associate tried to help by trying to reverse the plan back to November 26. He actually did, and reversed the charges, however it was later denied in the system.
I am writing this letter as a last resort to ask Verizon to review those charges. I have my phone service with Verizon for over 15 years. I had Verizon cable before and I have Verizon FIOS for about 6 years or so now. I have always paid my bills on time. However, I believe in this case I have been treated unfairly and unprofessionally by Verizon. Not to mention, there was no way to verify the rate I was paying until 45 days after the fact. Furthermore, there is no single company in this country charging such absurd rate to anywhere in the world. If I were properly informed of the rate, or at least alerted correctly (the associate was diligently enough to inform me about the $2 difference on removing the phone service, but it was not diligently enough to give the right customer service and inform the price correctly), I wouldn’t be disputing these charges right now.
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Hi SRfrustated,
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 or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.
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Verizon offered a 2 year renewal contract to me and followed up with an emai and order number. Whe the first bill arrived the terms had changed?. Subsequent calls to their cutomer service representatives revealed that my order was purged? No reason given...but now a new contract with a higher cost was offered "take it or leaave it!" The other cable provider in the area was offering nice promotionl offers at the time of my renewal in hopes of getting me to switch back. I now have to go see what offer they can provde. Verizon service, other than their call center, was good. How can I stay with them knowing that their representatives and contracts are not honorable and that I will have to read each and every line of their bill, monthly, to see if something is added or their is another charge. Not worth 2 minutes much less 2 years of those thoughts.
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I tried to upgrade to Quantum now my nightmare starts. I enede up having 3 order status numbers of course they use the most exspensive one. When i tried to call customer service with the cheaper billing price on order they emailed me, they seem not to find it. no record of order. the difference in the 3 orders is about 75.00.
Then you have to try and understand the reps on the phone and explain problem. I just get so disgusted with them I hang up.
Talked with 15 reps in a 24 hour period and still nothing is resolved.
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Hello jessie924
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.Please remember to check your spam/junk folder if you do not hear from an agent.
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Due to the age of this thread, 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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