customer service at its worst
Customer service at its poorest, paid for a phone line for 6 months that had no dial tone. Called them to say that we had no dial tone for them to come out and fix it. When they showed up they dialed the phone number they were coming to fix and, obviously, got no answer so they LEFT! the records showed that we were not home, after i had taken the day off from work to sit at home and wait for them! THEN they come a week later to fix it again, get a dial tone, leave and an hour later, no dial tone again, like they had flipped a switch and turned off my line! complete ###s these people are. they have a manual that they follow with no common sense!
The complaint has been investigated and resolved to the customer’s satisfaction.
Endless activation failure after days wasted on support
Ordering Verizon FIOS has been the biggest mistake. I've wasted hours of my life on hold with customer service with them and I've only had the service for two months. The last frustrating incident started yesterday. I upgraded my cable box and after 1 hour on the phone with Verizon ordering the new one, I was told it was available to pick up at the Verizon TV Store about 20 minutes from my house. After getting to the store, I was then told that there was no record of me calling to exchange the box, even though I had a confirmation box. I waited at the store for 1 and 1/2 hours while even the Verizon support at the store was hung up on 3 times and put on hold for about 65 minutes of that time. Finally, they were so frustrated, they wrote me out a manual receipt and sent me home with the box and said call to have it installed upon arrival.
I called immediately and three hours later, and 5 different transfers, my new box was STILL not activated, and to top matters off, when I gave them to serial number for the set top box, they told me that the item was still in the warehouse for Verizon! Obviously that couldn't be the case if I just gave them the serial number and have it plugged in. By this time, I guess it was the end of the shift for the representative I was speaking to because they told me Verizon FIOS customer service was now closed and that I would have to call back in the morning.
Today, I called promptly at 9:00 AM and now, at 1:55 PM, almost 5 hours later, and my cable is still not on and I've spoken with about 10 different people, and feel completely helpless. To make matters worse, about half the people I spoke to told me this problem can't be fixed and that I will have to call back on Monday. I guess Verizon doesn't value anyone elses time, money, or patronage. If their customer support can't even activate the cable box they gave me, the company shouldn't even be in business! I'm am extremely saddened by the fact that companies just do not value their customers anymore.
The complaint has been investigated and resolved to the customer’s satisfaction.
God what a nightmare! I ordered FIOS 2 weeks ago by calling a telephone number advertised at Verizon. I spoke with "Abel" who then transferred me to "Bernard." Both seemed to have a similar accent. I placed the order and was assured there would be no problems. The following week I determined that the "porting of my present telephone number was not compelte" leaving me no choice but to cancel/reschedule. After 14 calls I was able to reschedule with the assurance Verizon would take the necessary steps to complete the transfer of services. The installation would take place between 8-12. Today I waited, waited, waited, until 5:40 only to find out the installation hadn't been scheduled! WTF! I had lost a days work and was no closer to having FIOS than 2 weeks ago. I called and spoke to someone who transfered me to an incompetent who wanted to record me agreeing to incorrect information. When I said no, the line went dead. When I tried to call back the office was closed. Tomorrow I will call Verizon and terminate the order and stay with my present provider at a much higher cost so as not to go through this crap again. I am in the people business and will make sure that I spread the word of how incompetent I have found their whole support system to be. What a nightmare!
IT SEEMS THAT WHEN I ORDERED FIOS THE CUSTOMER SERVICE DEPARTMENT COULD NOT DO ENOUGH FOR ME.
WHEN THERE WAS A PROBLEM, IT IS AT LEAST A 30 MINUTE WAIT TO CALL FOR SERVICE.
FOR THREE DAYS CUSTOMER SERVICE PERSONS TOLD ME I WOULD RECEIVE A CALL FROM THE SERVICE REPS IN THE FIELD.
AWFUL!
I'm now in my eighth day of no phone service - no 911 service, with two young children in my home. I had FiOS installed 8 days ago - I have broadband and TV, but no phone. I've called three times. The first two times, I was promised service within 24 hours. On my third call I was told it was my responsibility to call back tomorrow morning and initiate a "new service order."
Absolutely unacceptable to tell a customer it's their responsibility to fix a problem, that's now 8 days old. If a home invasion happens (which has happened a lot lately in our area) or the house catches on fire, I guess I'll tell them to please hold off until I call Verizon for the third time to fix a service that I've been told twice already should will be working.
The most frustrating thing is that no one at Verizon seems to really care. They just blame it on the "system." How can the management of this company live with itself. Hey mister customer that pays me $100+ month, you fix the problem - we're totally inept - blame it on the system.
I received mailers regarding verizon fios "bundling" of home phone, internet and television. In mid January 2009 I responded to a flier by calling [protected] and spoke with a woman in a recorded conversation. I asked for phone/internet and no tv. I specifically asked this woman what installation was required and was told none. She then proceeded to tell me that my installation date was Feb 12, 2009. I again asked what installation was required and was told none. The "installation" date was just the date of my new billing. A few days later I came home to find a fiber optic line attached to my home without my knowledge or consent. I contacted verizon at the same number and was advised the information I had been given originally was incorrect. The installation is a new fiber optic cable, a new phone box which has to be plugged into a specific type of outlet, new wireless router installation in my home, wires run to the phone line in my home and installation of software on my computer. This was NOT what I had been told and not what I was interested in doing. I asked to cancel my order and was trasferred to another dept. The woman there would not cancel my order. I asked her to cancel it at least 5 times. Then she said "okay I have cancelled it". A few days later I go outside to find yellow paint on my driveway and red paint in my yard where someone from verizon has come and marked out where the lines/cables are. This was also done without my permission or consent. I have now had items attached to my home and had my property vandalized by verizon. I called again and this time spoke with Jody (male) in the Verizon Fios Elite Team in Tampa Fl call center, after waiting on hold for more than 45 minutes. Jody also would not cancel my order. He instead wanted to have a field supervisor come to my home and speak with me directly. Jody told me that Field Supervisor James Clinestuper was going to come to my home Friday Feb 13th after 2pm to discuss the situation. Jody also told me that our installation for Feb 12, 2009 had been cancelled and we would receive no more phone calls from Verizon. On Wednesday Feb 11, 2009 Verizon called to verify our installation appointment for Feb 12th. We read them the riot act and they understood that we were NOT having an installation on the 12th and that if anyone from Verizon came onto our property again without us being physically present and without our specific consent there were going to be real problems. Friday Feb 13th we get a call from someone with Verizon wanting to re-schedule our installation. Friday Feb 13 we are supposed to have the Field Supervisor at our home. He never shows up, never calls. Jody at the call center had told me that he personally would follow up with me on MOnday the 16th at my cell number which I gave him. He has not contacted me. I am still trying to get my order cancelled and get the fiber optic cable removed from my home.
Now, I might be an idiot for not realizing the installation, but I did ask. TWICE!
We have Verizon FIOS for internet which is related to my work at the Patent Office. I spent three hrs today of trying to get my bill statements sent to me via e-mail since my on-line account was deactivated for some reason. I was going through endless circles of changing numbers and the same routine of answering the same questions to the automate service. The result? The problem is not fixed, I still do not know which phoene to call to resolve it. Automated customer service at Verizon is a total mess. How can they provide a good network, if they cannot establish one for their own customer service?
I ordered Verizon Fios back in Nov. 09. I live in a house that has an upstairs and downstairs apartment. My downstairs neighbors are allowed to have Fios cable but for some reason upstairs couldn't. So after dealing with their sales rep he said that they have partnered with Direct TV so I can have that with the Verizon internet and phone, discount his, discount that, in the end no discount, only a headache and a taste for blood.
Well, the very next day the internet went out and was out for a couple weeks until a housemate fixed it. Verizon wanted a few hundred to check out the issue by using a tech. After a few months I still never received my rebates and I was also over charged for the extra box. After three months I ended up running into a housemate issue and thought it would be a good time to move in with my girlfriend. (Let me think, 3 other lazy dirty guy housemates or 1 hot girlfriend)
So, I call Verizon and say that I would like the final bill to be sent to my new address and the current tenants would like to keep the services and have it turned into their name. Well, low and behold, it took several phone calls, two of which I spent on three ways with Verizon and a ex housemate for over two hours, and they said they would do it. It never happened. After talking to three different supervisors and finally getting an okay, it still never happened! WTF
My credits never appeared, I wasn't even sent a bill. Direct TV on the other hand said they would the first time I called to check, same thing as Verizon I had to have a three way phone call with the ex housemate, but when I called back on three way the next day they said they would not honor the same and said that I could not transfer anything and would have to pay like a $400 cancellation fee ( because they bill separate and have a different policy). If I wanted to cancel Verizon it would be another $270 on top! Paying almost $700 bucks to cancel ### service after three months? Really, WTF. Do I look like I was born with reject ignorant [censored]-bag tattooed on my face? NO. I am a educated salesman with HR experience who has worked on campaigns for NJ. You can't ### a ###ter.
Now we didn't transfer or disconnect the Direct TV so I could save money and the housemates have been paying it. But Verizon did transfer into the other housemate's name but instead of sending me the final bill like we asked and they said they would do. they billed him everything and then the next day shut off all the services. Less then a 24 hour notice.
I hate Verizon, 0-10 in customer service! They lie and change their sales and stories around. The partnered with Direct TV which also lied in the deal and over charged and lied about the transfer. There is no consideration for the time of the customer spent on the phone waiting to actually talk to a human. All you hear is repeat automated bs. Between Verizon and Direct TV, I want to sue. If there are any lawyers willing to do a class action against them add me! Verizon and Direct TV can suck my Irish potatoes! Oh yeah, BTW, I love Cablevison and I've been a T-Mobile customer for 5 years, they rock and treat their customers like gold.
UNBELIEVABLE! I have never had such a miserable experience in my life dealing with any company. Verizon should re-label "Customer Service" to "CUSTOMER DISSERVICE." I have spent actual hours on hold only to be connected to the wrong department and required to spend more hours on hold. When I was finally corrected to the right department, I couldn't get an answer for them only a circular statement that ended where it began. When I was finally connected to a supervisor I was still given the same circular statement which provided absolutely no information to assist me in correcting the problem.
My final decision...Verizon Fios customer service is so bad a person would have to be a masochist to do business with them. I decided to get my service from the local cable provider and exactly 9 minutes after I called them I was through, my service was courteously scheduled for connection the next day. I was dealt with in a very professional and friendly manner and my call was handled very efficiently.
Rest assured, if you opt to go with Verizon service you will be made miserable by them because sooner or later you will have to deal with their "CUSTOMER DISSERVICE."
I was promised a FREE HD box upon sign up with FiOS triple play. Two months later I still never received the box. I called & after several reps & supers they finally acknowledged I was due a box. The next day I did receive a delivery from FiOS, but it was an adapter not a HD box. On 9/1/12 I again called FiOS & spoke to rep (JoAnn) & a super ( Danial) & explained their error & after some time they confirmed that I was to receive the HD box & as their note indicate, it was to be free, & therefore my account would be rduced $11.99 each month hereafter. They gave me a confirmation number & advised me to return the adapter to their Verizon store @ 100 Pemberton Rd. Browns Mills N.J. ( which is 15-18 miles away) & that I can pick up the HD box there upon the return of the adaptor unit. On 9/6/12 I called the Verizon store to advise them I would be there that morning to pick up the HD box. They acknowledged that they got the confirmation order number but they claim they cannot give me the box until their computer verifies it as a "Pick Up", & they claim that even if a FiOS super calls them on the phone they cannot release the box. To cut this short, I spent the next 4 plus hours on the phone with no less than 10 FiOS reps & supers ( I have names of each), several follow up calls to the Verizon store, with nobody able to remedy this simple situation: one that FiOS created, required me the customer to spend my time & expense to return their adapter to their store, for a mistake that they made. Then afte over 4 hours & a few Company hang ups or cut offs, they claimed that they could do nothing until the adapter unit was activated. I explained that it was still in the delivery box unused & all I wanted is the exchange. Thus they made me disconnect my present TV cable & do a set up of the adaptor on my TV cable to activate it & then disconnect it, & then I was directed to take it to the Verizon store with their new confirmation # & the exchange would be completed. I specifically ask if they were possitive that their store now had the authorization to provide me the HD box, & they claimed that there would be absolutly no further problems. Guess What? I called the store & they claimed no acknowledgement from FiOS. Well, I was so fed up I told my wife that I was going to the Verizon store & just dropping off the adapter unit & if they haven't authorized the HD box when we get there, I would then file a complaint with the BPU, which I should have at the start, rather than calling FiOS for 4 hours & 10 FiOS agents & getting no results at all. And note that not one of those agents would give out their direct # to recontact them.FiOS customer service & their exchange system is the worse I have ever encountered. I beleive that FiOS should be financially responsible for my time & costs in the process & completion of their liabilities, & that the BPU should look into these matters. If FiOS now fails to properly adjust my monthly billing the required $11.99 per month, I will submit a copy of this complaint to them. Thomas Goehrig 65 Charles Bossert Dr. Bordentown, N.J. 08505
You call and go through the blah blah blah menu and finally after 15 minutes of b/s you are told that due to the high volume of calls you have to wait for the next available representative and then the elevator music starts and periodically the friendly voice will come on telling you how much Verizon loves you and that a representative will be with you and all the time you are visioning the representatives sitting by the phone laughing their **bleep** off at you being on hold and all of a sudden out of nowhere there is a human voice giving you the friendly Verizon greeting and letting you know that the conversation is being recorded and then they go through the security check on your account and after that they say how may I screw you..whooops did I say screw sorry I meant how may I help you at that point you are so frustrated from going through the menu and being put on hold that you just want to scream go f...k yourself So you count to 10 and kindly precede with your billing or service concerns the representative listens because he/she has heard the same thing over and over and over from different customers after you spill out your heart the representative says hold on while I pull up your info on my computer screen Oh my I am seeing on my computer that you are paying blah blah for your service and I can sign you up for faster internet and a better fios channel package and I can add your cell phone and you will be saving money every month and you WILL NOT have to sign up for another 2 years of course everyone in their right minds is always looking for better deals and a better life so I agreed and that is the day I went to Verizon fios hell because over the past 3 months I have paid Verizon close to 1000.00 dollars and as of the 1st of June they have already posted my June 22nd whopper (bill) So I e mailed them and asked where my 250.00 dollars is for being a new customer because you are treating me as a new customer with a new account number and a new 2 year contract The representatives work for Verizon and of course they are not going to do but what Verizon trains them to do so you are not going to get any satisfaction so you are beating a dead horse and when you hang the phone up you are so **bleep** frustrated that you could run outside and stick your head in a mailbox and scream your lungs out Verizon is getting away with a crime and they are usually lying and stealing from people because we have limited choices when it comes to their product so they have the upper hand and if we don't like it we can do without or go to the other cable companies who eventually suck you down into their hell hole hopefully the federal government will start interacting somewhere down the road and keep a close monitoring eye on these thefts and start smacking their hands in the cookie jar Now thats my take I would love to hear yours
You're not the only one, they did this to us as well except we subscribed to the triple play offer. We were sent the wrong boxes (they sent boxes for a different state at first). We returned the boxes and were charged for the shipping. We were charged installation, and spent 3 days trying to get service turned on since they have multiple departments and they claim that they don't keep track of what each dept is doing!
After 3 months and many issues with service being down we decided to cancel our services and had to spend another 3 days just getting to the correct people at Verizon. Terrible service, rude service reps and an awful experience. We are going back to Comcast, at least they don't lie to get your business.
termination declined
I bought a new laptop and signed up with verizon wireless internet service in sept of 2008. unfortunelly my laptop and internet card was stolen in dec, 2008. I made a police report and reported it to verizon wireless with a police report. accordinding to verizon wireless I signed a two year contract with them so they validity decline to terminate contract, instead verizon validity suspened the contract and countinued to validity bill customer due to not properly terminating the contract although verizon validity acknowledge there were a discussion but adamantly said they are correct in justifing for the two year contract which I've heard so much times from verizon wireless. After making so much complaint's towards BBB and the state attorney general the problem has been unsatisfactorty at this point and unresolved. I also went on line at justanswer.com and talk to an attorney for a fee. I was told my best bet is to sue for the remainder of the two year contract. But when I sued for the remainder of contract, verizon counter with a in-advance payments. I only paid $60.07 monthly until I tried to terminate. In dec.2008 I was chagered additional $10.00 fee with internet serve fee of $60.07 monthly. I never paid late but somehow verizon wireless has the right to suspened my contract without any notice to paying customer. I tried my complaint to all places. I am upset with verizon wireless I came comming to a point theres nothing I can do. I hope theres people looking at this message and dont signed up with verizon wireless. I think verizon wireless is a turncoat of a bussiness.
The complaint has been investigated and resolved to the customer’s satisfaction.
i apologize for what you are going through, but I don’t see where the company has gone wrong. you sign a contract with them. You had a certain amount of day to cancel, and if you did cancel you had to return the equipment. you passed you trail period, and you lost your equipment. You cannot expect Verizon to take a lost on your poor decisions
rude and slow
I got collection calls from ER Solutions regarding a Verizon Wireless bill. Verizon said I signed a 2 year contract and had an early termination fee. Totally ridiculous, but that's not the point. I spoke with a rep from ER Solutions that told me that I avoided paying bills and "am a person that makes consumers look bad"...I said are you serious, this bill is completely wrong! He continued to be little me, I finally got annoyed and hung up. Worst of all though, I sent in a letter explaining my situation. Of course, now they don't want to talk with me and say my complaint is in a long line. At first they called me everyday, since i sent a letter... they wont get back to me. Horrible company, I am actually considering going after them legally even though I will lose money in the end. I can't stand this company or its representatives! I never complain about anything, but this company is ridiculous!
The complaint has been investigated and resolved to the customer’s satisfaction.
Welcome to Gotcha Capitalism. They make more money on these fees and penalties then they do on normal charges. The key to phone contacts is buy your phone yourself and dont get caught in the contract pit. Good luck and watch your credit report they are killers and the cost of a low score on your credit card intrest may be more than the cancelation fees.
prepaid service balance not transferred from alltel
On 7/2/2009 I activated a non-contract, personally owned, cell phone with Alltel's prepaid service with total charges of $140.00 with the assurance that when Alltel and Verizon merged that my balance would transfer and that the $100 payment(the other $40 was an activation fee) for future minutes included in that amount would not expire for one year.
Upon transfer of the account to Verizon no balance was transferred by Alltel, despite less than 20 minutes of time being used, according to Verizon. Alltel states that a balance was transferred and that they can no longer access my records as Verizon is now the sole holder of the account.
I spent over an hour on the phone with Verizon tonight. Initially speaking with "Brandon" in the Verizon prepaid call center, who could not resolve and who offered no further assistance I requested to be transferred to a supervisor. After some time I finally spoke with a supervisor, "Porsche, " in the Verizon prepaid Georgia call center in an attempt to resolve. She could not resolve my issue and told me "this is not a 'known issue, ' told me there was nothing anyone could do and promptly hung up on me! Needless to say she was quite rude.
So I am out $140, with no prepaid phone service despite making payment in good faith.
The complaint has been investigated and resolved to the customer’s satisfaction.
Sorry to say, but if it wasn't in the written contract, they won't do a dam thing. Companies care nothing about good faith, only cash now
third party billing
Every few months Verizon adds on 'other providers' to the business phone bill; needless to say without any permissions from the account holder. This month they added 2 charges of $49.99 each from ILD teleservices for some bogus operation called "Contact Msg Mthly Fee". Verizon phone reps are chosen (I'm guessing) for their extraordinary ability to soothe...
fraudulent account
On 11/16/09 I received a confirmation letter from Verizon Wireless confirming that I had opened a mobile account with them. I immediately called customer service as I had opened no such account. I was told that Verizon had closed the account on 11/11/09 due to fraud. Five (5) phone numbers were associated with the account and 5 blackberry storm phones had been ordered. The representative also told me that it had been opened using my name, address and social security number. For any additional information I would need to speak with their fraud department. Several phone calls later I have yet to speak with a frauds department representative as they are always "experiencing unusual call volume". I have been placed on hold on 6 different occassions only to be disconnected after 20 minutes! One one occassion I was able to leave a voice message and was assured someone would call back, but I've yet to hear from anyone. What makes matters worse is that I intend to file a police reeport and cannot get any information from Verizon on how this fraud was perputrated! Review of my credit report at all three credit agencies revealed no credit inquiries from Verizon. Are they just giving away phones to theives? This attitude just increases the liklihood that identity theft will occur. As I do have a Verizon landline, I have to wonder whether this fraud and identity theft was committed by Verizon employees. I'm canceling my landline, have reported them to the FTC and NYS Attorney General. How can we protect ourselves from identity theft and fraud when companies like Verizon Wireless won't assist the victims?
The complaint has been investigated and resolved to the customer’s satisfaction.
I stole someones identity. yes i am guilty. I have since paid verizon, went to court, tried and convicted. I am so sorry for what I did. Problem. This is still on her credit report an I would like to know how can I help her get it off no matter what the cost . She is in credit history helllll. Please someone help
I had the same thing happen on my account in Dec. Same email address and same mailing address. I made a police report I will add this to my police report. It's identity theft and the person who did this to me had information ONLY Verizon would have, so it's an inside thing. I called Verizon and told them THEY better do something about it and I expect a call from thier fraude dept next week on who this perso is and how they are handeling it. It has been making me crazy because I am going through a divorice and I thought it was my ex spying on me, now I know it's much worse than that.
Even if you have an account with them it's no better:
Check your account, check your account daily! Someone hacked our daughter's Verizon wireless account while we were were out of town and had 2 phones sent to a foreclosed house 1, 000 miles away from our home/billing address, which added over $500 to her bill. She tried to get information over the phone, but got the runaround. We went to a Verizon Wireless store where they asked for her ID 3 times then told us they could not give her the address where 'her' phones were sent. Our son called a buddy at ATT Wireless, who just laughed and said they HAD to give us the address. (we had gone to ATT from Verizon Wireless months ago due to poor customer service, my daughter is waiting for her plan to run out). They made these fraudulant changes to her account over the phone, but initially refused to change back with her there in person. The phones were sent to 3536 218TH ST, MATTESON, IL [protected] with an email address of elite930@gmail.com. Watch Out!
lost phone
Verizon lost the phone that I returned to them, they charged my account 434.59 refused to take the charges off and now they are threatening to shut off my phone?
The complaint has been investigated and resolved to the customer’s satisfaction.
Verizon has lost my faulty phone that I returned. They send me a bill 2 months after I return it. I disposed approximately 30 after send the phone back and tracking it to make sure Verizon received my phone. I tried to have Fed-ex track it, but the local Fed-Ex site can only track for the past 30 days. The gentlemen that help me said they have several people a month complaining the Verizon lost their phone also.
they lost my phone also, $525
billing, customer service, and installation!
Before I even Signed Up for (approx. 3 months prior) FiOS I had gone on the Verizon website and put a package together for TV, Internet, AND Phone. I never submitted the agreement or was even sent any equipment, just simply looked at what it would cost me and what options I had. 1st Issue Prior to FIOS: 3 Months later I received a PAST DUE letter for over...
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dishonest overcharging for 10 years.
Canceling after 10 years of service since 18. I'm about to cancel as well, my plan is a "grandfathered plan" ($30 a month for 300 minutes) and they have been falsley overcharging me for years. These conglomorate phone companies are the worst, they are the rich that ruin the country with scams.
I heard reported from many people that at&t slips in extra pennys, dimes, and nickles on your bill that you don't notice and if you do call and tell them they immediatly remove it and say 'goodbye thanks'. Pennies under our noses is a million extra to them. When I was in the army phone cards are all we have to call back home and they're outrageously priced and when you get one and use it you are charged your precious minutes for making calls or even breathing over the phone... It's rediculous, anyone there knows. It's dishonest and creepy, [protected]@#$ing our soldiers over so clownishly.
Verizon is no different. For years in and out fo contracts I have always paid full and on time at their stores in-person. My bill isn't ever just $30, it's 37-40. It fluctuates wildly with new and old # charges all the time. Something to look for on your 10 page bills if you print them: notice how all the major charges on your bill are rounded out to even numbers... I eyed this for years. The first few times you present this with evidence in their stores they will waive or adjust your bill but it's good for 1 time normally.
They were claiming I was using the internet on my phone when I didn't know anything about the option or let alone use it; said I was being charged for 3 uses. I had internent and apps and even the fluctuating costs of texting disabled inside the store (Always do from person-to-person). Everything, even texting was disabled, all I could do is call people and get voicemail.
Lastly, I never use my phone, I never have conversations unless it's short and work-related, that's it. I have had many $70-50 bills from my average 35 every few months dotted in. If you present it to them and back them into corners in arguments and show facts and want to know "who is at this address that I am being charged for I did not call" they shrug, shrug shrug shrug everytime. They also take your highest amount of minutes on your bill and use it against you... Ok if I have 300 minutes in 1 month, and I made about 7 calls and recievd 5 averaging 5 minutes or less, and then 1 call that lasted 30-40 minutes how does that pass 300+ worth $58 isntead of my normal unsurpassed 300... They can never explain that either, just throw your 1 30 minute call in the month in your face.
So many people in the past were requesting their bills they stopped printing them in office and said "go here online to this page and you can view and print" which never worked either, always broken links and # like that. Typical abuse of accumulated power, their customer service over the years has gone way down, they have such a huge network and growing company that they don't care at all about lesser customers they just tell "bye".
I hope to god my cancelation after 10 years goes smooth I want away from this crap, being a long term, responsible and honest customer means nothing to them and I am the proof; my opinion is that verizon are dishonest skunks.
The complaint has been investigated and resolved to the customer’s satisfaction.
This example from Verizon is the reason my wife Lynn and I just published our new book Negotiate Anything! Secrets to Make Companies Treat You Fairly.
Negotiate Anything! is the culmination of a 30 year study of customer service. It has two audiences. For consumers, it presents secrets to make companies treat them fairly. For businesses, it teaches them how to pull ahead of the competition by providing excellent customer service. It offers a concise and proven method for consumers to use to start getting their money's worth from companies when things go wrong. It also lets you know the tricks some companies use to bamboozle you and keep you from getting the good service you deserve. The authors show how they have saved well over $30, 000 themselves. They are so confident of their method, they provide a written 100% money back guarantee for consumers if they follow the process and don't save at least two times the cost of the book in the first year alone. It can be found on P261. For businesses, Negotiate Anything! presents the 12 Success Criteria for creating, implementing and tracking a highly differentiated level of customer service designed to drive the top and bottom line. Business owners and leaders will learn how they torture customers and drive them into their competitors' hands. The causes of deteriorating customer service are reviewed and a clear and pragmatic plan is presented that can be implemented by any size business or organization. Through the example of their own start-up business, The CareGiver Partnership, we learn how a company that cares about its customers is winning with impeccable, personalized service such as answering all calls by the third ring, by a knowledgeable person - in the U.S. This has resulted in over 90% of customers rating them a 9 or 10 on a 10 point scale. As a result of this service, their margins are 2 to 3 times greater than the big box stores.
I am Tom Wilson, former global Sector President at Kimberly-Clark Corporation, and his wife, Lynn, who has more than a decade of front-line customer service experience, are co-founders of The CareGiver Partnership. They have collaborated to share 30 years of customer service learning, to benefit consumers and business leaders alike. A single incident in 1977 sparked their passion for studying customer service. They began keeping notes they had with companies of all sizes - restaurants, home repair, auto manufacturers, furniture stores, cell phone providers, health care providers and even non-profit organizations. Over a 30+ year period, they maintained detailed notes of interactions including correspondence to and from companies. We studied the root causes leading to poor and unacceptable service. From this extensive research, we created a new company, The CareGiver Partnership, a national direct to consumer retailer of home health care products and supplies. All their key learning went into providing a new type of service they coined "Personalized Attention - 1950's style".
http://www.amazon.com/Negotiate-Anything-businesses-competition-excellent/dp/0984618503/ref=sr_1_2?ie=UTF8&qid=1286225405&sr=8-2
I have been with us cellular for a year and a half and every month they have a $3 or $6 dollar easy edge charge added to one of the phones on our plan on our phone bill. The first few months we paid it assuming we had done something to cause those charges. I contaced us cellular and asked them to block easy edge on all the phones on our account so we wouldnt do anything to cause those charges. But each month there is still either 3 or 6 dollar extra charge on the bill saying we have used easy edge. I contact them each month and they clame it is a computer glitch and remove the charges but I believe they are doing the same thing verizon was because I talked to a few other friends that have accounts with them and they have experienced the same problem. I would like someone to investigate them also because I believe more companys are doing the same thing verizon did
For future issues with cell companies, call customer service and ask for the fraud department. It does help as the lady that worked in our fraud department kicked ###. If you ever have an issue with charges being charged that you did not do, call. Worked in a local company that resold airtime. First of all, make sure that you are not in an auto-renewal contract. If you do not cancel within 30 days after your initial contract expires, you could be committed into another 2 year contract. Fine print that I detested at the company I worked for. The plan you sign up for will NEVER reflect the price they quote. You have ### every federal, state, 911 and any other charge they can invoke. If you go into an office and request a bill, a csr will print it. I had to when I was a csr. Talk to the head csr (customer service rep) or head salesman at the office you go to. If they don't help, the are not doing their job. On another note, in the remote database, they will actually take a weekend a month and compare your rate plan with current rate plans. If you are in a plan and they have a better plan, they will change it without telling you. Gotta love ###
over billing
I had Alltel wireless for 6 years. Everytime I went to their stores I was asking about my bill which was usually $250.00 up to $500.00 per month. I always paid on time. My last months bill was $260.00. When I approached a Verizon associate about it here in San Antonio he began to inform me of all the added things like "game stop, international calling, wizard and other things all which cost $9.95 per month and was added to my account. I informed him I never ordered those items (my base plan with text, internet ect was $139.00) we began to review my account but he was not interested since he had other customers to sell to so he dumped me off to some other nerd. In the end I paid my last hugh bill, I dropped their service, bought me an IPHONE with AT&T got a plan better than Verizon for $129.00 a month oh yea, AT&T had rollover minutes something Verizon won't offer.
For those of you 80million who are on VERIZON I would PAY close attention to that bill and do not go green you need that paper bill if you have a dispute.
Good Luck
The complaint has been investigated and resolved to the customer’s satisfaction.
Look on google searches of class action lawsuits against Verizon. They are bullying people for all the wireless services including internet broadband USB hook-up. I guess more of us should file with the District Attorney, or, one post said call Verizon. Try to resolve. If not, say small claims court is in order, because fraudulant charges are criminal. What other ideas do you customers have?
manger extended contract
Verizon Wireless is really good for releasing phones with faulty software to the public. I've had Verizon for just under two years and have had the LG Venus (defective and slow reacting touch screen), the LG EnV2 (The screen went out twice, the keyboard went out twice, and my "OK" button on the external keyboard would not work), and now I currently have the LG EnV3.
After serious complaints to Verizon Customer Service, I finally told the supervisor that "I am not getting another EnV2 since they clearly don't work, I am not using my upgrade nor am I paying for a cell phone when chances are that this one will mess up too. I told him I was on the way to the closest Verizon store and I needed a new working phone, that day." I was harsh with my tone but I did not curse or yell.
When I arrived to the store, I told the lady who helped me what I just explained and she went back talked to the manager, and came back out with my EnV3. I never talked to the manager and all the associate told me was if I wanted to exchange it for another phone I would need to bring it back within 35 days and there would be a restocking fee. I said thank you, I signed the receipt that had a $0.00 total at the bottom and left.
The other day I was on MyVerizon, and found that I am no longer for an upgrade and that they extended my contract for another two years. The manger did this without telling but had the associate put it into the computer and she did not tell me either. The other thing is, I am the primary line on the account, but the account is not in my name so technically I do not have authorization to do this.
Basically, Verizon extended the contract for two years without telling the account holder. The only way to reverse this is to do an early termination or argue with the manager until they correct the situation.
Verizon may have wonderful cell phone service but as far as the actually cell phones and in-store customer service goes... it's terrible.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have not receive the rebate of $100.00 as of yet - I would like to know when I can expect it.
Verizon Wireless in only concerned with thier bottom line. Verizon wireless has the worst customer service I have ever encountered.
collection calls from verizon
I am a new verizon customer, I just got my bill from them less than a week ago and for the past week I've had continual phone calls from an unlisted number that begin at 8 am and go past 8 pm. I finally answered the phone and found it was Verizon wireless wanting to take my debit card over the phone to pay my bill. I told him I would pay the bill when I paid the other bills and wasn't about to worry about a bill that just arrived. I was told if I wouldn't pay him tonight that the "collection calls" would continue. I will be discontinuing my verizon service as soon as possible... beyond rediculous!
The complaint has been investigated and resolved to the customer’s satisfaction.
Listen Verizon Wireless has NO right calling and harassing it's customers 5 to 6 times a day for a late bill, especially after they have been told to stop the calls. I for one will Not take it anymore. My bill is getting paid every month at the same time and I have been a customer for over 14 years. Let me out of my contract and I will go away ! simple as that. After receiving 5 calls from them today before Noon, I contacted Lupover Law firm in NJ .877.235.1414. This law firm is great as I used them before. I urge everyone being harassed by Verizon Wireless to CALL them ASAP.
Melanie B
Ocean View, DE
Brenda Gooch: Until your contract is up. You have to pay the monthly fees no matter if you use it or not. You have to cancel your iPhone contract when the contract is almost over. You can't let it sit. Once the contract is over, you pay your monthly fee but now it is month by month.
disbelief9000: I believe what is happened to you is a scam.
myfraudulentcompany.com: You were late. However, I do agree they should have wait a couple days before calling. However you should have paid it the first time they called.
I too received harassing phone calls from Verizon Wireless. The last representative told me I owed over $500 and she was cutting off my service. No where do I see that I owe that amount. I have 2 phones, one is an older iPhone and the other is a Note 3. I only use the Note 3 and the iPhone has not been used for almost a year or more, yet Verizon charges me $181.00 for the iPhone and shows $0 usage. Each time a Verizon Rep calls me, it is another amount they are looking for. I have unlimited data and I never use my Note 3 for phone calls. I am paying as much as a apartment rental for my services. I am going into the Verizon store and I am going to change carriers. I actually thing they owe me money! They also need to educate their call representatives and who are they to cut some ones service when the customer has been a loyal customer. There is way too much completion out there that Verizon has to worry about. Actually, I think I am past my 2 year contract on my iPhone. I am sure this will not be a fun visit tomorrow.
I was 6 days late and they harassed me everyday on my cell with these recording pay to continue service calls until I paid it and claimed the reason I got the calls was because I was more than 30 days late that never happened! So now I will take my business elsewhere you loose verizon wireless not me!
will not close fraudulent account
About three to four weeks ago I received a bill for an account opened under my name and social I did not authorize. Several times I contacted the fraud department for Verizon. When called, an automated message along the lines of "Due to technical difficulties there are extended hold periods. We recommend you leave a voice mail with your name, account number, social, and contact number and we will contact you as soon as possible" was heard. Several times I called and several times I left a message. I then contacted the company president and left a complaint with the BBB. A few days afterward, an exec contacted me about the fraud. I told him what was happening and said he would start the investigation on the account. A week later I received a letter from Verizon as well as a call stating that the account was indeed found fraudulent and the account and charges will be wiped. Now it is two weeks later and I received another bill for the same account I was assured will be closed. I contacted the president again as well as updated my BBB complaint. I also called customer service again who, once again, transferred me to the fraud department and once again had to leave another message which I'm sure I will receive no call back for. The charges on the original bill were all connection fees, adding lines, etc. Now the bill they sent me, while a smaller amount, is trying to charge early termination fees. Apparently there are idiots even at the corporate level.
Have you tried going to a Verizon Wireless store? I find that calling them gets me nowhere but talking face-to-face with someone typically helps.
unauthorized contract
I am attempting to find our how a new contract could have been initiated in my name on [protected] without my approval even though it clearly states on my account the NO ONE but myself can authorize any change that would require a new or extended contract.
Clearly, a Verizon associate in one of their stores either failed to read account notes, ignored them, or falsified the information.
Oddly, the page for “Contact us by email” for verizon will not load.
The complaint has been investigated and resolved to the customer’s satisfaction.
Does it state in your computerized account or on the paper contract that you signed? Not all info is stored in the remote data base from paper contracts. If a rep pulls your info in the computer and it isn't in your account then they have no way of knowing. Only people working in the file room or in the Customer service department can view the actual hard copy files. Files are stored in the main office. I would call the office where you signed up for service and ask to speak to the manager or the head salesman. They may be able to help and fix.
Was a CSR at a cell phone company ... Complain until its fixed. Contact us by email will most likely get you the run around if and when it loads. Face to face is your best option.
dishonest billing
My friends bought Verizon FIOS bundle service for $99/mo. They did not know that they have to expect the agreement by e-mail and sign it within 30 days. Their English is not very good and they asked me to call Verizon after the first bill for $278 and the 2nd $249.
The are not fluent with the computer and don't read e-mail every day. So when I called Verizon, they told me that the bill around $100 more than should be but not in their policy to refund, even though it's their fault that these couple, their customer did not understand that they did not registered for the bundle, my friends thought if they received FIOS phone, TV and Internet - they received the bundle for 99 dollars. My friends asked me to call today and I understood that rippof is one of the way Verizon making their profit.
The complaint has been investigated and resolved to the customer’s satisfaction.
My friends bought Verizon FIOS bundle service for $99/mo.
The did not know that they have to expect the agreement by e-mail and sign it within 30 days. Their English is not very good and they asked me to call Verizon after the first bill for $278 and the 2nd $249.
The are not fluent with the computer and don't read e-mail every day. So when I called Verizon, they told me that the bill around $100 more than should be but not in their policy to refund, even though it's their fault that these couple, their customer did not understand that they did not registered for the bundle, my friends thought if they received FIOS phone, TV and Internet - they received the bundle for 99 dollars. My friends asked me to call today and I understood that rippof is one of the way Verizon making their profit.
Shame on Verizon
fraudulent credit card charges
I would advise anyone from doing business with Verizon as they will probably try to rip you off by charging bogus charges on your credit card. I had Verizon Fios TV service and then added their Internet service. I had received a monthly bill for both bundled services. Because the Verzion Fios picture quality was so bad and the onscreen menu was very confusing, I decided to cancel just the Fios service and get Dish Network satellite service instead.
I called to cancel the Fios service only and customer service said that if I just wanted to keep Internet service, they could not bill me monthly for this as they had been doing. They said I would need to give them my credit card info and they would debit my credit card monthly. I gave them my credit card number. Keep in mind that I had paid all my bills on time and had paid the final monthly bill for the Fios service. Two months into having just the Internet service, I looked at my credit card statement and see there is a charge from $189 from Verizon in addition to my monthly Internet charge.
I called Verizon to ask what this $189 charge is for and they said it was for the Fios TV service. I went back through all my previous statements and verified that I had paid every bill on time, paid the final bill, and owed nothing on the Fios. I told them I had already paid everything on that account in full and asked them what months did this $189 related to. They could not tell me! I have never heard of a company not being able to tell you what months they say you owe for.
I asked to speak to a manager and I was told I could not; that if I had a dispute with their charges I would have to send a letter to them. They said their policy was that they do not let their customers speak to managers and that have to send a letter.
I was so mad in their refusing to let me speak with a manager. I have never heard of a company not transferring a call to a manager at the customer’s request. I sent in the letter and waited but never heard from anyone.
I called my credit card company and thankfully was able to reverse the $189 charge. The next thing is I start getting collection notices in the mail for the $189. Verzion had turned over the $189 charge to a collection company and they could even tell me what the $189 charge was for! I will not pay this bogus charge as I am not going to be ripped off by a large company.
I would advise anyone from doing business with Verzion as they are a bunch of crooks that do fraudulent credit card charges. If this had been an individual that had done this, it would be a crime. Also, the Fios is terrible and I am much happier with Dish Network – picture is much better as is the onscreen menu.
predatory practices & false advertising
On October 9th 2009 we decided purchase the Verizon & Direct TV bundle. We were told by the Verizon agent that we would receive 2 DVR receivers free, the NFL Ticket and Showtime free for 1 year and free internet until January for $118.00+ tax. Today 11/2/09 I received a bill for $566.68 worth of charges. NOthing was free and nothing deferred.
A Mr. Henry Cooper from Veriz0n enticed us by all these deals that were made between the two companies to MAKE THE SALE and now no one is backing anything that the companies representatives told us.
We have been on the phone for 3 1/2 hours and counting trying to rectify still to no avail.
We plan on cancelling everything we have with Direct TV and Verizon as they are liars and have predatory practices.
If I were you I would do the same.
The complaint has been investigated and resolved to the customer’s satisfaction.
I've had a very similar problem with Directv.
Let me know if you're in PA.
Roger
vz access usb modem
8/12/09 - 1:17 PM. I contacted verizon again regarding the slow connection speed for mobile broadband connection (VZ Access Manager). Representative Ed Perez walked me through an online update. Once this update was and installed. I was asked to restart my computer. Once the restart took place my computer could not find the hard drive. I informed Mr. Perez of this and he insisted that this was not verizon’s problem and he did not know how to fix it. Leaving me now with NO COMPUTER and no internet access at all. I insisted he get his supervisor on the phone immediately. Jerreau Latson was his name. Jearreau Latson also insisted that this incident was in anyway related to the verizon download. I argued differently as prior to the DL my computer worked fine. Jerreau Latson informed me that I should contact apple about the problem. Of course, since Verizon cant help me, push the problem elsewhere. After contacting apple I spent 2 hours reinstalling my operating system on my hard drive. Not to mention is costing me 349.00 to expand my service agreement. Once reinstalled. I called Jerreau Latson back to then get the usb working again when he had yet another rep. contact me. Michael. At this time my computer would still not recognize the usb wireless card. He finally agreed to send me a new USB wireless replacement. The replacement was received 2 days later with no installation disk included in the package. Yet another verizon mistake. Once informing Michael about this mistake he stated verizon would send a cd to arrive on Tuesday. 8/18/09. Thus far I’ve spent over 20 hours fixing this mess and an entire week without internet. Did I mention that I’m self-employed and lost over 2 K in addition that week? Verizon kindly credited me $10.00. This usb instrument has not worked properly in months and now after all of this they still refuse to terminate my contract.
Damage Resulting
$349.00 was spent to extend my apple support contract. Over 2 K lost in income. 20 hours of my time complaining and reinstalling my hard drive.. Oh and last months Verizon bill $850.00! Did I mention my cell phone coverage sucks as well and I NEVER go over my mins?
The complaint has been investigated and resolved to the customer’s satisfaction.
poor customer service
Normally, I do not write complaints to be posted to the world… but my recent experiences with Verizon changed all that. This is the best example of poor customer service I have ever seen – and I work as a Communications Manager in an internet company that prides itself on customer service.
I have been a Verizon customer for coming up 13 years (from GTE to Verizon in 2000) – I chose them because they appeared the best option in a small sea of options. I then convinced my friends (because they have this great deal on ‘in calling’) to get it. I even got my X wife to get it!
Ok, I have this phone – the LG enV2
There are a number of Known issues with this model – but I am getting ahead of myself, I did not know this was the issue until my last visit to Verizon…
Including the Charger Port
So, last summer – back in July, I went into Verizon and told them I had charging problems. They solved my ‘problem’ by selling me a NEW home charger. Now this seemed to work – um, ok. I still had to hang the cord over the counter and then it would fully charge.
By October, it was getting so bad that I could charge it for minutes at a time, if just the right pressure was put on the cord and plug.
So I went and visited my local Verizon store here in Poulsbo Washington.
Here is how things went down:
» I met with the same woman that I saw back in July – Stephine Morris.
» She is polite and tells me this is a known problem
» Stephanie said there was a memo circulated to her in the company stating this known problem
» She states that they will replace the phone – and that as a she used to be a tech, she would call Silverdale
» She asked first if they had the ports there to do the job – no, they don’t have the part
» She then asked if there was a phone see for me to just pick up – no they ran out
» She finds out that I need to get it done ‘through corperate’
» Stephanie gives me an 800 number and sends me on my way!
I leave Verizon – not entirely happy with my phone that can only get 30 seconds of charge time. I call the 800 number while driving home…
» Hello – I need a new phone
» Name and last 4 of the social
» Talk with nice woman about replacement phone
» Sure I can have one – for $50 because mine is now out of warranty
» I say ‘known issue and store said they will cover it’
» She says she can only get me the phone – ok, I need it
» She then says that she can transfer me to Customer service and they can help with either the charger cost or phone cost (she felt one way or another this was wrong)
» Phone will be here in two days (yeah!)
I finished up, then was transferred to customer service…
» James from Washington was to be ‘helping me’
» Short of saying “Tough Luck” out loud – he stated it was not in warranty and “Too Bad”
» James, you need to learn something about customer service – Wanker.
» He verbally stood his ground, ignoring the charger purchase (although he said he could see it)
» He then told me – I – yes, “I” should have known this was a problem back in July when I bought the charger
James, I have had cell phones longer than you have been through and out of puberty – every time there has been any kind of ‘charging issue’ it was always the charger plug on the cord – and that was once!
So now, I call Stephanie and she states, “when the phone comes in, we will see if they charged for it and fix it”
Two days later….
The phone arrives
» Well, NO ONE mentioned that I would be getting a bare phone – nothing else with it, no battery, cord – nothing.
» Even better – NO ONE mentioned that it was a refurbished phone!
» All with a 90 day warranty
» See below – I would have purchased a new phone had I known this…
I took the phone to Verizon – Poulsbo Washington and saw Stephine.
» She saw the charge for the phone and said that “she would take care of it”
» She then went to transfer all the data into the ‘new’ phone
» At this point she did note that me port was in such shape that she could not maintain consistent contact long enough
» Stephanie was generous enough to sell me a mini memory chip!
» So I then had a memory chip so she could move my data over – thanks
» She made a copy of the paperwork (costs) that came with the phone.
» I was told that she would get her outside? Manager to take care of it
I then went straight to the FedEx box and sent in my old phone 20 minutes later – to be repaired and sold to some other sucker as new. Stephine had given the copies of the papers to the person who would clear this all up, on that same day.
I have since left messages with Stephine – and will swing by the store this weekend. I can still see the charge to me for the phone…
Oct 24 (three weeks later) Update:
I got to talk with Stephine Morris on the 22nd (the women who I statred with). She had given her “IDR” Donale, the copies of the papers where I had been charged. There had been no word, either way, although she would talk with her and get back to me
So Verizon – where did you fall down here?
First – there is an issue – and you folks know it
http://www.fixya.com/support/t1711321-replace_charge_port_in_env2
Second, your staff has to do what they say they do – and that is customer service. I got to BUY a:
» New wall charger
» Refurbished phone
» and memory card
» Near $100 for all that
All because of a known issue that was not taken care of promptly.
A brand new phone from you is $20!
http://shop.verizonwireless.com/?id=LG+enV%AE+2+in+Black+Cell%20Phone
http://www.google.com/products/catalog?q=LG+enV2&hl=en&cid=7256745321397650265&sa=title#p
New, with a NEW battery and charger is $33 – and it would have cost $10 to swap memory and activate.
The last struggle is that I went in and was looking at a family plan – my partner (who I got onto Verizon 4 years ago) and I want to join the accounts and ad a phone for my 15 year old son. BUT if this is an example of service…
Maybe Walmart has the answer to service (and they are not known for it) – maybe the world is modern airlines without food or personal service now, but I though you folks still say that you are great on your commercials… and website
http://www.huliq.com/1/87665/walmart-cell-phone-plans-prepaid-no-contracts
Verizon, if you want to contact me – you can reach me here – [protected]@earthlink.net
Tags: bad service, complaint, customer service, Donale, issue, issues, known, lg env2, Morris, no, poor, review, Stephine, Stephine Morris, Verizon
http://davidwalker62.wordpress.com/verizon-and-the-poor-customer-service-they-provide-review/
http://sailorf21.wordpress.com/2009/10/17/verizon-and-the-poor-customer-service-they-provide-%e2%80%93-review/
The complaint has been investigated and resolved to the customer’s satisfaction.
While the above was submitted in 2009, its still valid. I had much the same problem, except that my phone would restart itself during calls. I make many, many international calls. When the phone restarts itself, that means I have to initiate a call again, which is another 40 cents per call. I had my enV2 replaced six (yes six!) times. Unfortunately, it is a wonderful phone but full of flaws. I had the same experience with verizon however, and at one point they said I didn't ship back one of those replacement phones, and charged me two hundred some odd dollars because of it.
Luckily for me, we came to an agreement, and they credited my account back that money.
...Twice...
I win.
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I have a public box in my front yard and when Verizon shows up to do the work they need to do I never get notified even with a knock on the door and there is always a mess after they get done. when I try to call Verizon to lodge a complaint I get put on permahold. I just would like courtesy of an answer to why this keeps happening. This is the 4th time and I'm very upset and frustrated. Right now I have been on hold with Verizon for over 15 minutes.