My complaint is not toward Verizon Wireless or their services but towards Verizon Fios and their customer service.

I've never wrote a complaint in my life, I've always respected services and their will to help solve problems. With Verizon Fios, they tried... and still things are not fixed and at the end I ended up owing money. Here's my story below:

I ordered Verizon Fios when I bought my new house thinking that the service was top notch and I still believe it is a great service. The plan I ordered was a Triple Plan (Fios TV, Fios Internet, and Home Phone), at that time that was the only bundle available. About a month later I merged my Verizon Wireless account to my Home Account to minimized my billings to a One Bill statement and at the same time I signed up for the AutoPay on their website, this helps me alot being that I have a very busy schedule.

Around April 2010 a new bundle came out called the Double Play (Tv & Internet), I realize that we never use our home phone so I decided to disconnect the phone line and go with the new bundle. I called up Verizon and asked the lady if it was ok to do that. She gave me the confidence that it's no problem, I will be saving money and I would get HBO/Cinemax free for 90 Days?.

The Autopay continue to pay for my services and I was care free... or at least I thought I was.

About 2 Months later I get an automated phone call telling me my bill was past due, at this time I was on a business trip and wasn't able to get on the internet to check. A couple of days later another automated call reminding me of the payment. I went up to their site to check my account, the site didn't mention anything about the account being past due, the bill wasn't due for another week! Instead of waiting I decided to One Pay my account so I won't get anymore phone calls and tried to cancel the Autopay so I wouldn't get a double charge.

A week went by without any phone calls.

I check my bank account almost every week (just my thing) and realize I was double charged; The first was from my One Pay and the second was from the Autopay which was marked Pending. I called up Verizon to see if I should do anything. The Customer Support told me there was only one charge, I told him it was on pending, he said I should wait until it's cleared and to wait a bit longer, because sometime the system will just automatically refund the charges. I waited until the charge was clear and a couple of days after. I called my bank to see if there was any refund coming through... My bank told me to not wait too long, if it is already cleared I should call Verizon right away and not wait for the automated refund.

I called Verizon the next day to get my refund. The Customer Support transfered me to the Financial Services and she issued my refund right away. At the end of that day I got a phone call from my wife telling me our TV and Internet is not working. I quickly called Verizon back up again to see what the problem was, the Customer Support told me my account was up to date and he wasn't sure why my services were interrupted. He sent me over to Technical Support and they told me my account was suspended, I told them I just paid for it and it was on time... of course he tells me he can't do anything about that and I had to talk to Customer Support. So back to Customer Support (of course I had to explain everything again)... after searching and searching he wasn't able to find anything, he was about to send me to a Financial Service rep, but it was already closing time.

The following day I called Verizon up again. Luckily the past Representative gave me a direct number to the Financial Services. After a long wait on my crappy BB Storm, I was able to talk to someone. It took her awhile but she found out that my home had two accounts tied to it!

One account was the old one (the Triple Play) and the other is the Double Play. I asked how do I fix this? She tells me I have to pay for the other account... WHAT?! I just paid for my service... I didn't asked for two accounts! Again, she said she can't do nothing about that, she recommended me to talk to a Customer Support and see if I can close one of the account. She transferred me a CS, of course he couldn't find the other account on my name... I keep telling him, the FS lady said I have two... and he keeps repeating himself saying I only have one and it's up to date... my account was probably not suspended, but might have technical issues... I explained that it is suspended, the Technical Support said so, but he sent me to Technical Support anyways. Again, the TS tells me he can't handle a suspended account and that I need to talk to FS... Now back to FS, she finds the two accounts, she said both account are tied to my home address and my name, but one was referencing my cell phone number and the other was referencing my wife's... WTF!?

At least I know how to find the other account... so, she sends me back to another Customer Support Rep. This time I actually got one who with patience and was willing to solve the issue. She took it upon herself to be the middle person, between me and the FS department. After hours and hours trying to find why and how... this was the problem:

When I changed plan... for some apparent reason! a new account was created while the old one was still activated. And since I use Autopay, the charge was going to the old account instead of the new account. OK... WHY DO I HAVE 2 ACCOUNTS!!!????

I asked the lady, how do we fix this? First, she can't access the New Account because it is suspended. So she had to go back and forth with FS to figure a way to clear the suspension. After waiting for a long time, she was able to figure a solution to un-suspend my New Account. She saw that I was paying for a service that I canceled, so she decided to refund me that amount and use that to get the New Account up-to-date. Then she was going to cancel the Old Account and have me continue to pay for the New Account, which sounds like a good idea. But, she needed a supervisor to be able to access all my information. My services is back up and she told me it will take her awhile to fix everything, that she will call me once it is fix (within weeks)... so I waited.

About a week later she calls and left a message. She was able to get everything done and all I had to do was Cancel the Old Account, any rep can do that for me. So I called Verizon, explained everything... told him to FIRST take my Verizon Wireless out of the One Bill (cause I don't wanna screw that up) and second to cancel my old account. NOTE: through all of this I always ask, do I own anything... is there anything I have to pay... is there a late? etc.

The Old Account is confirmed to be closed and my Verizon Wireless is now not apart of the Verizon Fios (Thank God). A couple of weeks went by and it was time for me to pay for my bill. I went on the site to log in... my username was still attached to the Old Account. So I called Tech Support... after hours of trying to figure how to create a new username, she decided we should wait just incase some type of process was still processing. I asked if I owe any money... she said only 84.99+Taxes... which is my double play package and I should get a statement for that or I can call CS to pay by phone. Good everything is back to normal... RIGHT.

I waited a week since my bill is not due just yet, signed on to the site... everything seems normal. No phone line, but yet everytime I click Pay Bill it still lists my old number (oh, I took myself off of Autopay as soon as the Customer Support Rep called). I paid 86.31 for my bill...

About 4 weeks ago (July 10th 2010) I receive two statements. One telling me an account was close... I checked the account number... guess what they closed the New Account... WTF! The other statement tells me I owe $474.77... ARE YOU KIDDING ME!!!

I called Verizon again... went to all the waiting and the questioning once more... and just before I wrote this complaint, I was talking to a Representative telling me that all the bills that was piling up on the New Account was transferred to the Old One! WHAT?! I was told it was cleared! and how did I owe 474.77 within 2 MONTHS of conversation!? especially when my Verizon Wireless was not attached! So after steaming up (and it takes alot for me to steam up)...

VERIZON FIOS/ CANCELLED

They are sending my last bill, once I take a look at it and if I still need to pay 474.77!!! They can kiss it.

I hope this complaint helps others. I love the service (TV channel was good, Internet is what I paid for)... but their experience in customer service and their way of business is not there... Oh I forgot to mention a supervisor was suppose to call me and never did... Through all this... no one... suggested me talking to a supervisor or someone who would have more knowledge and power to do something.

I am going back to Bright House and enjoy their years of experience.

C.C.

Verizon charged me $179.00 for a season of Major League Baseball, but I never ordered that, and no one else at my residence would have ordered it either. They made me wait on the phone for an hour and bounced me back and forth to different reps. Eventually, they told me it was an error, but then they told me that they will sustain the charge and not remove it. This is just is just completely bad business practice. I told them something must be wrong with my remote, and they said nothing is wrong with the remote. I talked to 5 different people who all seemed very young and not very experienced. I asked for the name of the head of their customer service division and they all said they dont know the name. I am calling the Better Business Bureau tomorrow. If anyone knows of another agency I can notify, please let me know. If anyone has a class-action suit against them for similar issues, please let me know. I think they probably have done this quite a bit to other customers. I heard that a lot of people are cancelling their service with Verizon.

When I switched to Verizon FIOS from DSL, the installing technician plugged the "box" into a fluorescent light in my basement. When I turned off the light (and every light in my basement that he left on), FIOS no longer worked and I had no idea why. After spending an hour trying to get a technician, I found out what the problem was, and plugged the "box" into an outlet, using an extension cord. The outlet was not readily visible, but the technician did not ask me to find an outlet or mention that FIOS would not work as he installed it.

I asked if my laptop could be configured to FIOS and he volunteered to do it without mentioning that the charge would be A$54.99 for a one minute operation I could have done myself.

When the bill came, I found the $54.99 charge and discovered that the six-month promotion discount had not been applied for the period of time I had FIOS. I was owed an $89.00 credit. I called to get the correction made and was promised that the credit would be applied. It was not, and I had to call again.

My DSL service was not discontinued, and I was billed for that, even though I was not using it, resulting in double billing. I called to correct that, but not only was it not corrected, but I was charged for DSL the following month. One agent said that the service was canceled but no credit was applied; another said that the DSL service was not canceled. I spent an hour speaking to three people who put me on hold for fifteen minutes each before I was disconnected each time. Several times other people came on the line. I am a pretty patient person, but by this time I was livid. I finally got someone who said that a refund check would be sent and my DSL would be canceled. This would take two weeks, I was told. I don't have a lot of faith that Verizon will be sending me a check.

This company needs to get its act together. What with dishonest technicians, terrible customer service and inept billing, it's a wonder anyone uses its services. I have a two year contract for FIOS, and I am very sorry I signed up for it. FIOS really isn't that much faster than DSL, and the expense and aggravation associated with FIOS are not worth the dubious benefits.

I am writing this letter in order to protest what I consider business practices by Verizon FIOS which must be broadcast to the general public, so that they may better be educated as to the “terms” which this company actually offers.

After agreeing to their contract dated April 1, 2020, I became quickly disillusioned, once I realized that their sales representatives DO NOT disclose the actual pricing and extra fees etc. that a customer will encounter after they enter into service.

At this point, April 17, 2010, I declined their services based on the tried and true “30 day guarantee” which most reputable firms offer. To my amazement, I was then finally informed that Verizon had CANCELLED this clause as of January 1, 2010. This, despite the company owned website clearly specifies a “30 day guarantee” as shown in the enclosed highlighted clause on the attached page. This to me is clearly deceptive.

I have, like many other now have, filed a complaint with the New York State Better Business Bureau: Complaint # 8172498, regarding these practices and will not pay the $360 termination fee until due process has been addressed. In the interim, I have remitted to them only the payment due for partial month services which I have incurred.

In conclusion, this kind of practice is to be expected from unprofessional service providers, but highly unexpected form a worldwide firm, who prides itself on customer
relations.

Respectfully,
James P. Nash

Verizon Fios is apparently charging customers for HBO/Cinemax and telling us its free on the initial ordering. They want you to prepay for your services, charge additional install/tech fees for having the cable on in different rooms. Doesnt matter if you already have coax cables in the room, verizon wants more money to turn it on. The custmoer service is the worst, takes hours to get someone on the phone and they are not open 24 hrs or weekends. Verizon Fios lied about the free laptop, never got it! was told the promotion expired a day before I called. Verizon Fios has over charged me for movie packages I never ordered. To top it all off - they want a 2 year contract thatyou cant get out of unless you give them more money. Very money hungry company with no loyalty to thier customers. PLEASE STAY AWAY FROM VERIZON FIOS!!!