It is with great disgust I write this letter to you, hoping that having reached the end of my rope, your article may force verizon to correct their mistakes and rectify my problem. My husband and I signed up for verizon dsl service in november or december of 2005- a service that we really wanted. We agreed to a 1-year contract, and paid whatever fees were required, including the cost of mailing the modem and other tid bits that were necessary for dsl connection. It is now july 2006, and to this date we do not have nor have we ever had the dsl service, yet verizon has been billing us every month for this service!
Both my husband and I have been on the phone, all but on our hands and knees requesting help in the matter. The last call I made to them was a real teaser, I was so sure that the problem was going to be sorted out then... But as usual, I was lied to.
You will not begin to understand my frustration, perhaps you can afford me the time to explain. We were told, when we first signed up for dsl, that we would get it... May take a couple weeks but we would. Then they called back to say that the area we were in was 'booked' and that as soon as something became available, we would get on board... Mind you, that was in 2005, and we continued to pay the bill for dsl!!! Then they called after about a month to say that we were on board, and that we could start 'enjoying' the service, etc. But the truth of the matter is that we were never connected, the modem's light keeps blinking and that is descriptive of something blocking the reception, or so I was told.
I spoke to so many people, I am dizzy from the run-around, and 'being on hold' etc etc... Finally this year, I spoke to michael who reassured me that he would look into the matter, and would send out someone to troubleshoot the problem etc... That I should call back and confirm the appointment. Lo and behold, when I called back to 'confirm' the appointment, there was no appointment made for anyone to come to my apartment, nor did anyone know what I was talking about. Then I was told that I could make an appointment but that I needed to give them a 4hr window??? Whatever happened to keeping the customer happy? I work until 5pm or later every weekday, my husband, until 7pm... I was able to bargain with my boss for an early leave for one day, to be home at 4pm, just so they could come and fix the problem... But that was not good enough. You see, I had to understand that they needed a 4 hour window, and therefore I had to be available from 1pm since their last appointment would be at 4pm!!! Confusing? Imagine how I felt.
Then I tried to tell them I wanted re-imbursement for the months and months that I have been paying for dsl, well... That was another issue... They could only re-imburse me for 2 or 3 mths back, which I gladly accepted, but get this (The best part)... They would also throw in one month (July 2006) free dsl... Wow!!! What a deal!!! If only I had dsl, I could really see myself going for that!
I have called all the numbers they told me to call... Spoken with lauren and barbara, to jeff and linda, nancy and annie, and don't forget angela... They were all helping me, and where have I gotten? No-where! The last call I made to them on june 30th, I spent 42 minutes on the phone, explaining what I have been through... I am so sick of it, it is no longer funny. When I asked about canceling this 'imaginary' service, I was told that I would have to pay a fee!!! Is that the icing on the cake? So that means that I have been paying for absolutely nothing but stress in my life for all these months. Where is the justice in this? Every you call to complain about it, you have to go over the entire thing and then some sweet voice over the phone says nonsense like "I understand" and "I will look into this and get back to you"- which they never do, I am the one calling all the time!!!
The last bill I had to pay was small, since they gave me credit for the couple of months they said they were only allowed to give... But this is just unacceptable. How can a company be allowed, in this day and age, to cheat innocent people like myself is beyond me... Who do I turn to in a situation like this??? I cannot believe that they can even get away with this in a society such as ours... It is all at my expense... I have gotten no results form the constant pleas I have been making and I think this is downright wrong. Please, if you do not believe me, call verizon, I would love to hear their view of the whole thing... They are just unbelievable.
I want this problem addressed... I want all of my money back too, for the inconveniences and trouble I have been through for over 6 mths now, I deserve better. Trust me when I say that this has been a very stressful task for me, and I would appreciate it if you could facilitate my complaint, as I can assure you that this has been a genuine problem for me and my husband.