Verizon
reviews and complaints

I am actually enjoying my Fios, which I have through my room mate's account. However, there are two issues I would like to address. The first being that I CAN NOT believe that, of all the features that you offer, Fios does not offer SLEEP TIMER! Really need it! The second issue is that the format that you use for the music channels is kind of ridiculous. The "similar" and "inspired by" posts are usually really off base, the artist playing is not pictured and the artist and song are not posted throughout the song.

I scheduled an appointment for June 15 to have a verizon repairman install a phone jack in the living room for wireless internet service. Verizon shipped the internet equipment and I planned to install it in a computer I am buying for my mom as a present when I go to Jersey in July. I did not order internet installation for the computer. My mother doesn't have a computer and will not have one until I arrive in two weeks. My sister took a day off from work to wait for the repairman to install the jack on June 15. He never showed. Called Verizon and they said they would be there on the 16th of June. My sister took another day from work and Verizon never showed. July 17th Verizon showed up and installed a phone jack only. When I received the bill I was charged for computer installation on June 15. Called to have the service charge removed and they told me they would do a one time favor for me because they didn't want to loose me as a customer and take the charge off my bill. This is insulting and infuriating. Verizon told me there is no way to prove a tech wasn't there and installed the internet even though she doesn't have a computer and never activated her account. I spoke with a very rude supervisor in June about Verizon missing the appointments. My sister doesn't have the time and money to sit and wait for a Verizon repairman that never shows up. The supervisor didn't offer an apology and agree to help with the situation. She said it wasn't her fault and asked what I expected her to do.
I have ATT in Texas and there customer service is outstanding. This is the second time I have ever dealt with such a rude and confusing company. This first was Direct TV.

A fellow named Keith Atkins is manager of this, the worst Verizon store I've encountered in four states of service. Not only is he dismissive and rude to customers, he also runs a staff that can't ever seem to even apologize for selling equipment so defective you have to return it again and again. Heaven help me when I actually dropped one of their phones in water. Keith literally threw the pamphlet at me showing all the steps to get another one...AS IF I hadn't paid for the insurance and their outrageous phone plans, AND had to go through their ridiculous insurance process to get a replacement. (REALLY, you need me to FAX you my driver's license?) which NEVER seem to meet the needs. WHERE ARe those plans posted anyway? There seem to be a million of them and what you get depends on which "service rep" answers the phone.

I'd love to bag the plan but can't get a clear story on what it will cost me to quit these creeps.

I'm sure there's a class action suit just sitting out there, waiting for all of us unsatisfied custoers to join.

Verizon is riding pretty high and it's employees must think they're untouchable. But even big trees fall. And so will these idiots, if we just keep up the pressure.

Or file suit. Let me know if anyone has anything going on along those lines.

I went through the trouble of filling out their online customer service form...twice. Don't bother.

I switched to Verizon over two years ago from AT&T I heard it had excellent technical support and service. My Lg Env Touch constantly turns off; it had already been replaced. I went to the Verizon Wireless on LaCieniga. I replaced this phone prior to my visit, which did not fix the problem. The second replacement was a refurbished unit and did not work well. They suggested replacing the battery but it was not in stock so they sent me to the Verizon at 1503 Vine St Los Angeles 90028. There, I signed in and waited for my turn, While looking at phones I started chatting with a customer who was trying to replace a phone, I said that the Motorola Droid was a great phone. I was then rudely interrupted by the manager who went by the name of "IfeanyI", I'm not sure he gave me his real name, he was an African American man about 5"8. He told me “if you get her to buy it I will give you a $20 discount. I ignored him and waited my turn, "IfeanyI noticed I was no longer talking to the customer and to skipped my turn.. After waiting an hour my name was called, I talked w/ a representative about my LG EnV Touch and conveyed my problem to her stating that this is my second replacement with the same problem. She called the manager, he told me I ‘options’, I could buy a new phone, or because my phone was ‘damaged’ I would have to use insurance to get the problem fixed. I had just visited the first Verizon store a day ago they said it had no damage and told me numerous customers complain about this same problem. He spoke to me in a very arrogant way. I then asked him about replacing the phone, for I knew I had an upgrade- but he told me I had to pay full price- without explaining why. Throughout our entire conversation he was extremely rude and condescending, so I informed him of his unprofessionalism. With that he told me to "leave the store” humiliating me in front of the other customers and threatened to “put it in the system that I was kicked out” This was by far the worst customer service I have ever experience. I want some action to be taken to prevent other customers from having to go through this experience.

Verizon has cost me thousands of dollars! Disconnected my service not once... But twice... All for a simple nuber move from one location to another. There "customer service" is a joke! There techs are rude and arrogant and they have no idea of what they are doing! I have spent a minimum of 30 hours on the phone with their customer service only to be left on hold, lied to and out right deceived. If anyone would like details... Please feel free to email me at [protected]@aol... If you choose verizon for your business, you are asking to lose your business!

I had an old Verizon Unlimited Data plan that I wanted to continue after it expeired. I recommitted in Feb 10'. I have now found out that because I exceeded 5g's of download that my service is reduced to dial up speed and I have been turned over to the fraud department. I used 6 g's the month before and 5.5 g's the previous month - that was all it took for them to reduce my service. Someone HELP - I do not see how this is leagl... Has this happened to anyone else? Do you know of anything that I can do?

Verizon welshes on netbook promo (June 2010)

In February I received a cool telemarketing promotion from Verizon: a Compaq netbook or Flip camcorder for upgrading my current (slow) Verizon Internet DSL service to 3 Mbps and "double bundling" it with my current Verizon voice telephone service. I accepted this voice+DSL "double bundle" upgrade from Verizon, but I didn't get it in writing. BIG MISTAKE.

I had no written copy of promotion terms, but I managed to google up a 2009 Verizon press release on its website, which says:

"Existing Verizon voice customers who add either the up-to-3 Mbps or up-to-7.1 Mbps High Speed Internet service will receive their choice of a Compaq Mini netbook for $99.99 or a free Flip Ultra camcorder. These promotional offers continue though August 15." **

I called Verizon customer service the next day to confirm whether this promo was still in effect (it was) and whether upgrading and switching to Verizon's "double bundle" made me eligible for the Compaq netbook. I was again told that my new service bundle and upgrade made me eligible, that the netbook would cost $99 (plus shipping), and that I had to maintain my new service bundle for at least 60 days, when Verizon would notify me how to get the promo "coupon" for the netbook. I didn't tape record this telephone conversation. SECOND MISTAKE.

In June, after 90+ days of Verizon's higher double-bundle bills, and still no coupon notice, I called Verizon's "promotions" department [protected]). But now they said the promo was only for NEW Verizon Internet customers, and not for current voice customers upgrading DSL service in a new service bundle. I told them I had already qualified for the Compaq netbook under the terms of Verizon's press release -- I read them the relevant part above -- and that I was only inquiring about their late coupon delivery.

My call got bounced among Verizon's "billing, " "retention, " and "promotions" departments. Finally, Senior Representative "Oscar 4674" (no public last name) came on the line. Our conversation did not go well: He denied that I was ever offered the netbook promotion ("no such note in our system"). He refused to look at Verizon's press release cited above. When I tried to read him just the relevant part above, he began talking so loudly he couldn't hear me. When I tried to give him the location of the press release on Verizon's website, he refused to take it down saying "the URL is too long." I offered to mail him a copy; he wouldn't give his last name.

It all reminded me of the little kid who covers his ears and yells to avoid hearing something unwelcome.

I wish I had talked to "Oscar 4674" before signing up for Verizon's double bundle. I'd be interested to learn of any current Verizon voice telephone customer like me who has actually received a netbook.

WHAT I LEARNED: Verizon telemarketers and customer service people may talk a good game, but you cannot rely on their verbal assurances. Always ask for (and review) written copies of Verizon promotions. Although Verizon says it records people's calls "for quality control, " you should check with an attorney before doing likewise.

** "Verizon High Speed Internet Experience Better Than Ever With Broadband Deals That Offer Cool Electronic Devices. Compaq Mini Netbook or Flip Ultra Camcorder Free to Qualifying Customers Who Choose Voice and High Speed Internet Bundles; Price Guarantee Extended for Non-Bundled High Speed Internet Service" (June 22, 2009)

In case Verizon's press release disappears from its website, I have posted a copy on Google Buzz:

I tried to setup our new house telephone and internet service via WhiteFence. I asked the rep to have my existing number transfer to the new address last Saturday. I was told it would be taken care of, and somebody would contact me within 24 hours to confirm the order. NOBODY FROM WHITEFENCE CALLED ME SO FAR WHATSOEVER. I had to call them everyday for the last six days to check the order status. Everyday I had the same answer that the order was in process and no other information that they could provide me. On the sixth day after my initial purchasing on the web, I called its escalation dept and was given a Verizon 1800 number to call to resolve my problem. That number is simple not a working number. Then I found the right number myself on the internet. Called Verizon and have my order re-done. Then I called WhiteFence again to cancel my order placed through them. I was told that because the order was STILL IN PROCESS as WhiteFence rep she could do nothing to cancel the order until it was confirmed. Otherwise (I was told that) I could call Verizon directly to cancel the order. She gave me another 1800 number which was different from the earlier one given by the other rep. [protected]. This number was not in service. I am fed up with WhiteFence rep's extensive knowledge of nonworking 1800 numbers. I have omitted large amount of information regarding how frustrated it was for those six days that I had to call WhiteFence to find out the order status with these hopeless reps, besides we had a 911 medical emergency yesterday in the house without a land line. Those reps just did not know what they were doing. DO NOT EVER USE WHITEFENCE SERVICE IF YOU HAVE ANY OTHER OPTIONS. It is just a middle man who has no clue, no responsibility and no knowledge of a working 1800 numbers for the service provider it is selling. VERY SAD CASE!

Hears to you mr. Money sucker...

A verizon wireless online pre-sales specialist has joined the chat. You are now chatting with dominique

Dominique: hello. Thank you for visiting our chat service. May I help you with your order today?

Dominique: hello. How are you?

Dominique: I haven't heard from you in a while. Would you like to continue chatting?

You: all poor phones with no data plans? What is this verizon? Why must you nickle and dime us to death... This is why I have not upgraded any phone. Who wants a flip these days. I we would upgrade any phone for any of my family members I would have to take out a 2nd mortgage.

Dominique: I am sorry to here that.

Dominique: we do offer features phones that are not a flip phones.

You: our bill 29.99 x's 4 + our regular payment plan... R you kidding me

Show me 1: show me one?

Dominique: the feature phones do not require a data feature.

Dominique: the lg cosmos.

Show me 1: yes and they are all flips

Show me 1: and ugly and poor cameras

Dominique: click here

Show me 1: 1.3 cam r you kidding

Dominique: well you can get a multimedia phone with a $9.99 data feature.

Dominique: there is the samsung reality.

Show me 1: very disappointing.

Show me 1: nickle and dime

Show me 1: it should be a option not a requirement

Dominique: I do apologize. This is verizon's policy. There is nothing I can do about this at this time.

Show me 1: if you want to use the phone to the fullest then pay

Show me 1: yea well put in my complaint it should be an optional

Dominique: I will relay the message. Is there anything else I can assist you with?

Two years ago my dad had Direct TV and then got a sales pitch for Verizon's Triple Plan which included VIOS TV. The installer removed the Direct TV equipment and must not have made it clear that dad had to cancel the service. His Verizon bill had always include D-TV and was higher now but he never understood the bill and that he was paying for two TV providers. Now we want to get him a refund ($1800) for service he never used. Any suggestions? Tried making calls, a waste of time. Bundled billing is not fair for the elderly.

Don't order Verizon FIOS, unless you can be without service for a prolonged period when things go wrong. The service was great in the beginning, but then our TV started to loose sound and would only recover when restarting the FIOS box. We called technical support and they told us there was something wrong in our area, and it would be fixed soon. This went on for months, until we returned from a week long vacation to find that we had no service at all. We called technical support and they said they would send someone out the next day. The technician came out after we waited the through the full 4 hour window, and told us he could not fix the problem and would have to return. He explained that the fiber running to our unit was improperly installed, it was being pinched and had finally been severed by the clamp that was pinching it. The next day we called verizon, after we had waited for the entire morning without so much as a phone call. They assured us someone was coming. We called 2 more times over the course of the entire day, with no contact from Verizon. The last customer service representative we spoke to on that day told us at 7pm EDT that should be out and she was calling the local Alexandria office. She was atleast kind enough to leave a message on my cell phone saying that she was unable to reach anyone there. We woke up the next morning still serviceless and called tech support again, only to be told that someone was for sure coming out at 3pm. You guessed it, 3pm rolled around and no technician had contacted us or come. I called Verizon, only to find out that they had scheduled another window from 1-5pm! Can you believe these people. So here goes another day of me taking off to see if I am stood up. How many of you are willing to bet they show up (after the track record so far)... If you are thinking about ordering this service beware of this ordeal. I'm going for another internet and cable provider as soon as I can!

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

My X was using a phone under my account and had no accesss into my account. Until a friend of his that works at Verizon faked a call to me and took a line out of my account and opened up a phone line using my SS#. I called Verizon reps out of State who documented it as Fraud and gave me my line back. The girl is still working at the store and I feel that my account info. can be messed with that could cause financial or physical hardships to me. I'm also being harrassed and threatened by my X.

I purchased the Verizon Air card after seeing all the hype on TV about how great it was.
After the purchase I got home and open the instructions and they states there was a 5.10 gig limit, any extr was.05 per meg

Had I know this I would not have purchased, my last bill for 7 days of service was $271.00 they said I used 9.0 Gigs. I find that hard to believe.
When I was with ATT my monthly Payment never exceeded $65.00

This is a ripoff and the FCC needs to be contacted,

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!

I purchased an Air Card March 3rd, 2010.
The Air Card stopped working March 17th, 2010.
I wasn't able to get a refund because I didn't have the box.
I couldn't exchange it because the Verizon reps at the Mall did not believe that the card was a problem.
I returned consecutive times and one of those I went to the Apple Computer store, tested it with their computers. The card did not work.
I returned with prove of this to the Verizon Reps and only then they exchanged my Air Card for a new one, which did not work either.
Prove of this is that I haven't used a single data bit since March 17th.
I canceled my account but I continued to get billed.
I thought perhaps this was some kind of mistake because I was assured my account was canceled.
I wasn't given a printout of my cancellation. Everything at the Verizon Kiosks is verbal and
I had to pay the bill today, which became overdue and now my credit has been negatively affected, and yet a new bill that was going to be due by the 29th. I had to pay both.
I need for Verizon Wireless to refund the money I had to pay today for SERVICES - NOT- RENDERED
AND a refund for the Air Card that hasn't worked for me, neither the exchange card worked for me.
Furthermore I was made to wait 35 min for the exchange card, until the serv rep would bring it from the storage room, I had to make several visits just to get an exchange that in the end didn't work. I have been through a lot, wasted a lot of my time, and money. Verizon Wireles should refund money if their services are not used and their devices don't work. It's only fair. http://twitpic.com/1rogqt

In 2007 I lost my job, 2 days after I purchased a home. To avoid losing my home, I took a job making $20k less than my previous job. I took on a part time job so I could pay my bills. During this time I decided I no longer needed my Verizon Cell Phone. I had no reception in my home, so it only made sense. I called Verizon and cancelled my service and was subject to a very large fee. I knew I couldn't pay it all at once and was told by the Customer Service rep, that I could make payments on my account.

I made payments on my account when I could. During this time I also disconnected my Direct TV and was paying their $400 fee and I also had a major health issue that caused me over $3600 in medical bills.

After a few months, I was sent to collections. I called the collection agency immediately and paid the balance in FULL. I asked if they could remove the charge from my Credit Report. They said yes, but then realized that the owner was still Verizon and told me I needed to contact them.

I contacted Verizon and was told it would be illegal for them to remove a valid account from my credit report, even though it is still showing a past due balance of the full amount. I was told by the representative today that it was reported acurately as of Nevember of 2009, however as shown on a credit report I have dated May of 2010...it is still showing past due.

At this point, they can continue to do nothing. I just want to make sure that everyone knows all about how Verizon Wireless treats their customers during hardships.

I paid my mortgage and paid my bills and cancelled services I could no longer afford, so that I didn't lose my home or become another statistic, and this is how I am treated.

All the other debts that were sent to collections due to my hardships have been paid in full as well and removed from my credit report. Verizon Wireless is the only company that refused and tried to tell me that if they removed it, it would be considered bartering, which is illegal. Why was it that everyone else was willing to help me remove something so it doesn't affect me for SEVEN years?

Thanks Verizon Wireless for all your help!

I called Verizon Wireless to cancel service in January 2010. Was talked into just suspending my account. I was no longer under contract with Verizon. The agent convinced me to just to into suspended mode without billing...meaning that I would not be billed for 90 days. I called near the term of that period of time and was told that I had another 90 days I could leverage. I just wanted to cancel the service and not try to remember when to call back, but was once again convinced that it would be a good thing to just keep it suspended. Well now I have recieved a bille for two months of service!

Here are the facts:
1. I wanted to cancel when I originally called, but was switched into a suspended status
2. I was not under contract.
3. When I called back, they told me that I had another 90 days of suspended status
4. NO usuage has occurred on that line or phone since the original call in January.
5. They said that they sent a letter of re-activation, but I have not recieved that.

It just seems like such a scam. I am never late on payments with anyone, I do not lie, I do not cheat...but looks like Verizon does and gets away with it!

I spoke with not one but two Verizon representatives on 5/23/2010. One of our children lives near the Dallas area as his service with Verizon is spotty at best. We called to ask about porting his Verizon over to AT&T and both reps advised us that there would only be a $15.00 number change fee. We said go ahead and port the number over. AT&T called us and they changed the number over. Verizon told us it would take about 3-4 days and a rep would call us back to change the number to a local 903 number. I called back on 5/24/2010. I spoke with four (that correct) four seperate individuals, to inlcude 2 supervisors. All they kept telling me is that this was considered an early disconnect and we would be charged $200 early disconnect and then a $35 re-connect and then $15 number change fee. We have 5 lines and a wireless adapter with Verizon(mind you we were one the customers that were with ALLTEL that was forces to switch to Verizon when they merged). We spend $465 per month ($5580 per year) with this company and have been with the them for 5 years. Upon being on the phone for 1 hor 34 minutes and 19 seconds, I was advised that they did not care how much we spent and they were not going to wave the $200 fee. (even though that's not what I was advised by their reps the day prior) No mention of early disconnect, nor $200 fee ever happened. I asked numerous times for them to please listen to the recorded converstaion from the day prior, and I was advised that they were for training purposes only. Apparently, they do not care about their customers experience or business. Needless to say, we are now taking all of our business to a company that cares about its customers