Verizon
reviews and complaints

I am pretty patient with people and it takes a lot for me to blow up. Enter verizon agents. I had placed an online order for a new phone upgrade and some accessories. (these items were not in store as of yet, but available online). I received a confirmation email and then I find out later that the order was cancelled without any explanation. I try again with a different payment method. Again, confirmation email and then soon after a cancellation email. I call customer service and the agent has no idea why that happened. (There's nothing wrong on my end with credit card or verizon account - no balances on either one of them). So agent suggests splitting up the order into phone and accessories. A case was out of stock so that would have to be ordered at another time. Ok fine. I place the orders over the phone and advise him of a different shipping address since I wouldn't be in to sign for the packages. Everything gets entered and agent gives me order numbers. Two days later I check the order status online, message states there is no such order number, please call customer service. I finally get tracking number and receive the packages a day later. Content with the shipment.

A day or two later, the case I wanted before is suddenly in stock again so I ordered that online again (a mistake once again). Order confirmed and then cancelled later. I try once more and again order confirmed, then cancelled. I call verizon AGAIN, agent was of NO HELP at all, not like the first agent I spoke to. She made it seem that it was my problem/fault and didn't offer any suggestions or help. I hung up cause I couldn't stay on the phone with this person. Later on, I call again to place an order with an agent. Order confirmed. Package should arrive within two days at the shipping address you provided. Two days pass and I check status online. No such order number. I call verizon again and the agent said there's no tracking number yet but it was shipped today and it'll be there in two days. Agent had no clue why it wasn't shipped out two days ago. Ok fine. no problem as long as it was shipped out. A day AFTER it was SUPPOSED to arrive, I call verizon AGAIN, agent says it was shipped back to warehouse and has no idea why and that I should call the fraud dept. At this point, I've had it with Verizon. I call the fraud dept and agent says it was cancelled and shipped BACK to the warehouse due to fraudulent suspicion because the shipping address didn't match the address on my account. Yes, I am aware of that, I verbally told the agents over the phone to ship it there. They've all verified who I was by asking me questions everytime I called in. Then the agent tells me to call the person who cancelled the order directly. Call goes to voicemail and I am fuming and given up on talking to these people. Instead of contacting me directly about fraud suspicion, they just do without notifying me. I am utterly disgusted with most of the phone agents at verizon. If you can, AVOID CALLING IN and go directly to the store even though there's none close by.

My husband and I purchased 2 HTC Thunderbolt smartphones from Verizon (April 2), of course you have to sign a 2 yr. contract to get the discounted price for the phones. We spent $200 each for the phones. Well the 14 days that they give you to cancel or return the phones, they worked pretty good. On May 12th, there was an update sent out, so I thought great the phone will be better than before. Well this update made them power down and reboot almost daily. And sometimes several times a day. Every time we go to Verizon or email them, we just get the runaround. We stopped in at Verizon in Warsaw, In. and the Representative said that the update was being pushed out now and we should get it in a couple days. He also did a master reset on my phone saying that by doing this it may push the update to my phone quicker. Well this did not bring the update to my phone. I came home and emailed the Better Business Bureau and this is my email to them:
My name is Sandy and I have a serious issue which I have tried to resolve many times with Verizon Wireless by email and going into the store.
On April 2nd, 2011 I purchased 2 HTC Thunderbolt cell phones from the Warsaw, In. Verizon store for myself and my husband. We have had issues with the phones almost since the beginning. The problems are: Rebooting, shutting down and freezing. Each time we contact them or go into the store, the issue is not resolved. The first time we went in with the problems, they said that we were the first to complain about this, the Verizon Representative took my husbands phone and looked at the apps on it and said that one of the apps may be the problem, so he took it off. Well this did not help at all. The second time I went in about the problems the Representative looked it up online and found where people were complaining about the problems. All he did was put a note on my account stating my complaint. My husband went in another time and the representative told him it wouldn't do any good changing to a different Thunderbolt, that many people were having the problem and it was a software problem and they are working on a fix. We went in this afternoon, July 5th 2011 and the representative told us the same thing but told us that they have been pushing the software update for a few days and we should get the update in a day or so. He also checked my phone for updates and there were none, so he said maybe if we do a master reset on the phone then check for the update it will be pushed to my phone. Well I handed my phone to him and he went through what it took to do the master reset, he then completed all that needed to be done and checked for the update, there was none. Since I have been home, I also have been checking, none is found! Well this has been so frustrating to us, we asked about getting out of the contract due to the problems and how unsatisfied we are with Verizon Wireless. The representative today told us we could not break the contract without paying $350.00 per line, we have 2 lines, ($700.00).
They give you 14 days only to cancel your service or change phones. Well the problems didn't start during this time, so we were and are locked into the contract with them for 2 years.
Is there anything you can do to help us just get out of this contract from them without paying such an ungodly amount of money.

I am sending you what I have sent to Verizon Customer service and the response I received back.

My first email to Verizon:

On April 2, 2011 I entered a contract for service with Verizon wireless. We purchased 2 HTC Thunderbolts with the 1400 min. plan. The phone's have had many issues, rebooting, shutting down and freezing. I am very unhappy with this. It has been only 3 months today since I started this service. I would like to get out of my contract without being penalized with a huge payment. I really believe I should be able to get out of the contract and return the phones and get my money back. After all the phones don't work properly. I can be in the middle of a conversation and it shuts down, then it is hard to get it started back up, or it reboots. I can also be using an app and it freezes, then I have to pull the battery. I am wanting to find out if there is some way we can resolve this issue? If not I will go and get council from my attorney!

Please respond!

This is my second email to Verizon:
On April 2, 2011 I entered a contract for service with Verizon wireless. I purchased 2 HTC Thunderbolts with the 1400 min. plan. The phone's have had many issues, rebooting, shutting down and freezing. I can be in the middle of a conversation and it shuts down, then it is hard to get it started back up, or it reboots. I will sometimes not even be using the phone then get it out and it has shut down and not even realized the phone had shut down.
I emailed HTC with the issue of rebooting and shutting down, they just gave me suggestions on a fix for it, none work. I have been in the Verizon store concerning the issue with the phones, they just say to take 3rd party apps off and do a master reset, this doesn't work. They also have said that a lot of people have had this problem and I am stuck with the phones, due to the contract. Is this really the way Verizon goes about their business?
I am very unhappy with this. It has been only 3 months since I started this service. I want to get out of my contract without paying an early termination fee. I really believe I should be able to get out of the contract and return the phones and get my money back. After all the phones don't work properly.
I am wanting to find out if there is some way we can resolve this issue?
I will also be sending the Better Business Bureau this letter concerning this issue.
Please respond!

After I sent the BBB the email I sent the same on to Verizon so they would know that I did file a complaint with the BBB. Here is the response from Verizon:

I am very sorry to learn of your dissatisfaction with your HTC Thunderbolt devices. My name is Roy and I understand how frustrating it is when you must visit a number of different channels (store, then E-mail) to resolve a situation, and for that I apologize. Our Worry Free Guarantee provides you 14 days from the date of purchase to return your phone for any reason and cancel your service with no penalty. As our records indicate this time frame has expired, we do not have the ability to take the phones back and cancel your services with no fee.

I see it noted in your account that you visited the store location on Tuesday, July 5 after writing this E-mail. The representative there attempted to verify whether a new software version is yet available for your device, and at the time it was not. I too can assure you that HTC is in fact working feverishly to develop and successfully test new software to resolve the matter, in an effort to get it pushed out to affected customers. We appreciate your patience while this patch is being developed and approved by our equipment team.

Thank you again for your email regarding the continued use of these HTC Thunderbolt devices. I hope you continue to find the “Contact Us” section of verizonwireless.com

a helpful option to resolve any issue you may experience the first time you email us. We appreciate your business and thank you for being a valued Verizon Wireless customer.

Sincerely,

Roy

Verizon Wireless

Customer Service

As you can read on the response from Verizon, Roy is stating that they are working on a fix. I have read on many posts that the fix was to happen June 30th, well there still isn't any. The Representative in the Verizon store in Warsaw yesterday said that there was a fix, but it hasn't made it to our phones yet. Well I think Roy had it right and it is still in the makings and not completed yet. My complaint is that Verizon holds you to a contract for 2 years even if your phone is not working properly. My husband used his phone for work, well the phone is not reliable. I think Verizon should cancel the contract and refund our money for the phones.
Sandy

In the process of changing cell phone carriers, I suspended my service with Verizon on my monthly billing cycle date, so I would not get charged for another month's service. When I suspended my Verizon service, the customer service rep said my initial advance deposit would cover the last month's service and I would be even. The next day I ported my number to my new cell phone carrier. A few days later, I get a bill from Verizon for $18.58. When I called customer service they said, oh, you have to pay for putting your phone on suspended service. I explained that I did not agree to this, and nowhere in their website, nor did anyone at Verizon customer service mention a word about a charge to suspend service. This is just another slippery Verizon billing trick so characteristic of their deceptive billing tactics. Sadly, much of corporate America uses this strategy of accidentally on purpose leaving out the billing details until the deal is made. They then use a labyrinth of time wasting voice response systems coupled with powerless talking head customer service representatives until you eventually give up. Moral to the story, get somebody else besides Verizon.

If you want to bypass the slight of hand chicanery so characteristic of cell phone carriers, buy an unlocked GSM phone on Amazon, with a SIM card slot and go prepaid. Dont sign up for another overpriced two year contract! This is what most people in Europe do. Europeans aren't nearly so quick to buy into this "FREE PHONE" nonsense that the American cellphone oligopoly crams down our throats. In turn, the Europeans pay a lot less for total cellphone service than we do in the US. Friends, there ain't no FREE LUNCH. Remember the mortgage companies telling you that you don't want to tie up your own precious money, use theirs? Yeah, right.

I want to some one to look at this complaint iam been a customer with verizon for more then 7 years and i think i desurvide to have a good treatment. right now i faceing financial problems and my phone got cut off, i talk to few of your employees and no one was able to help me to re-sta my phone back . they treat me like if i was a criminal and i think i dont desurve that caind of treatment. even a supervisor the name are Eynar and Dinina. I hope some one ccan help me with these.

I have sent an email about this to the President and CEO of Verizon Wireless, as other Verizon Wireless officials.
My husband and I have been loyal customers of Verizon Wireless since Verizon acquired Bell Atlantic Mobile. This has been a very, very long time. So long, in fact, that our first cell phone was the size of a small submarine.

As our family grew, so did our needs, and several years ago we added a line for our oldest son (O). We soon found out that he had no use for the texting option, so we had it removed from our account. We had a couple of glitches, but Verizon worked with us to take care of it and we blocked all features for this line.

Last year, we added a line for our youngest son (Y). Because of the earlier glitches I mentioned in the paragraph above, I was very specific when adding this line. I made sure to tell the Customer Service Representative that I only wanted this to be used as a phone and I wanted no other features to be added. I also made sure to mention that I wanted all features on this line to be blocked. When I received my first bill, I found texting/data charges. So, I called another Customer Service Rep. who was very helpful in removing the charges. I made sure to again mention that I wanted all features blocked and that the phone should only be used as a phone and I wanted no other features added. I really don't know how much plainer I could have made my request. As stated above, I learned quickly to be very, very specific with my desires for cellular service. Again, I was credited the extra amount on my bill and assured that all would be right with my account from that point forward.

Please be aware that until this point we had been exceedingly happy and loyal customers. Therefore, I had no reason to believe I had been deceived. In fact, three months ago I upgraded the O line extending the contract for 2 more years. I've had nothing but trouble ever since!

There were problems with the new phone almost from the beginning, and we had to call Verizon. A replacement phone was sent to us, but it did not work either. We again called Verizon. A new battery was sent. The battery worked well in the original phone, so I packaged the replacement phone in it's box and repackaged the old battery. I sent both of these items back in the boxes they arrived to me in a couple of days after I received the new battery. I dropped both packaes in the Fed Ex dropbox at the nearby post office during the very first week of June.

Last week, I received a text stating that I would be charged for a device they didn't receive. I called Customer Service to let them know the date I sent the items back, and that I should not be charged. I was told they would look into it and get back to me.

Meanwhile, on my latest bill I noticed texting/data charges for the Y number, which was supposed to be blocked. The Customer Service Representative quickly took care of the charges but noted that I should not be concerned that my son was receiving texts because we had a 250 text feature on his phone that we were paying $5.00 a month for. I told her that I did not request that feature and that texting was supposed to be blocked. Remember, I have requested a block to features twice already, including texting. Why would I pay for something I would not be using. She told me that I had only had the texting service for three months. I asked if she was sure that I had only been overcharged for three months, and she assured me that I had only been charged the extra $5.00 for three months and this included the current bill. I thought there must have been a mix-up on Verizon's part when I upgraded the O line, so I asked her to credit those three months back, because they were never supposed to be charged.

Because I was beginning to have difficulty with Verizon's service, I went through all of my previous bills for the past year and found that I had not only been charged the $5.00 texting fee every month for three months, but I had been charged this texting fee for over 9 months. I cannot tell you how disappointed I was to be lied to by a company that I had revered so much in the past. I called Verizon, yet again. This time I spoke with a Customer Service Rep who told me that she could not help me because I had already agreed to settle for three months credit of the texting charge. By this time, I was very angry and told her I would never settle for a three month refund when I had been overcharged for nine. I then asked to speak with a manager/supervisor. She put me on hold, but never allowed me to speak with a supervisor. When she came back on the phone she told me she could credit me for 6 months only. I agreed, because I did not really want to fight about it. It took a while, but she finally said she had it all worked out and I would only have to pay $xxx.xx instead of the $zzz.zz on my original bill. I asked if she was sure, and she assured me that I only owed $xxx.xx. Again, I agreed.

However, I checked my online bill again last week and it stated that I still owed $33.98 by June 26. I was concerned because this was the amount that was supposed to be credited to my account because of the overcharging, so I called Verizon yet again. By this time, I am losing patience because I really do not have the time to dedicate to fighting my wireless service provider. I was told not to worry about this charge because it was credited back.

I called Verizon Customer Service again today because the $33.98 was still on my online bill and I was concerned about the cost of the returned mobile phone. I wanted to make sure the warehouse received the phone. I was told that the replacement phone had not been found in the warehouse and I would be charged for it on my next bill. I was also told that if I didn't pay the $33.98 by July 1, I would be charged a $5.00 late fee. I asked to speak with a supervisor, and the supervisor consequently told me the same thing. I have really good credit and I don't need a late fee attached to a bill but I refuse to pay another dime for overcharges, especially when one of your representatives told me not to! Please understand how it can be frustrating to be told one thing by one Customer Service Representative, and an entirely other thing altogether by another.

Subsequently, I requested to end my contract with Verizon, because I did not agree to be lied to and cheated. The last person I spoke with was in the Disconnect Department. He was helpful in finding the replacement phone in the Warehouse. He even found out that it was signed for by a Verizon employee on June 8 at 2:36. By the way, today is June 28. He also agreed to credit me $5.00 on my next bill to counteract the $5.00 late fee that should not be charged. I'm still not sure how a late fee will affect my credit, but at this point I just want out. Unfortunately, he could not help me with the Early Termination Fee. He says it is a legal binding document and I agreed to the service. I did not agree with being lied to, cheated, and treated like a second class citizen by this company or any other company for that matter. I agreed to receive the same service I did for the past 17 years, not this! I have decided to forward this information to the FCC and Better Business Bureau, because this is downhill business. It is shady and mean, and I will not pay a late fee nor will I pay a termination fee.

I would gladly continue service with Verizon had I not been shamed and mistreated. I would not request cancellation had I not had to call Verizon so many times this year regarding bad service. I would expect to have to pay your cancellation fees, had I received the service your company promised to provide. However, I will not pay a blackmailer's fee in order to be free from a cellular contract.

I recently purchased three new cell phones from Verizon and was offered a $50 rebate on each phone. When the rebates finally arrived, they were in the from of a Citibank VISA debit card. I held on to these cards until I was ready to purchase another new phone on the fourth line on my account. When it was time to pay for the phone, I presented my three rebate cards that clearly said '50 DOLLARS' in the bottom left corner. The salesperson kept trying to scan the cards and they were declined. She then repeatedly tried manually entering them and they were declined each time. I spent almost an hour at the kiosk trying to complete my transaction when the salesperson finally called the customer service number on the back of the card. She was told that Verizon had placed a funds hold on $1, $1 and $3 of the balances of these cards. She could offer no explanation for this but was only able to give me $145 in credit towards what should have been $150 towards my pruchase. The salesperson then agreed to contact the rebate center again on my behalf to resolve the issue. She called me later that day at work and left a message that the cards could be used. A few days later, I tried using the cards and they were DECLINED again! I called the rebate center and was told I had zero balances on the cards. Again, no explanation could be offerewd as to why Verizon claims they will give you a $50 rebate, but then they place holds on a portion of the funds and make it as difficult as they possibly can for a customer to use them. I realize it is only $5, but it is THE PRINCIPLE OF THE MATTER! When Verizon promises me a $50 rebate on a card, I expect a $50 rebate - not $47 or $49. Not only is this poor business practice. In my opinion, it is also unethical. After ANOTHER call on my part to the rebate center this morning, I am being promised that the balances would be released on the cards, HOWEVER, I am still on hold after 35 min and 26 seconds and the customer service rep came on about 10 minutes ago to tell me they were having a problem releasing the balance on one of the cards. Show now just came back on line to tell me they were having 'system issues' and she couldn't complete the release of the funds holdon the last card. SHe is supposed ot be calling their corporate office to have someone there take care of it . . . so, at this point, it remains to be seen whether or not I will actually get the rest of the rebate I was promised. I am skeptical, and I have admit that the measly $5 I am allegedly going to receive doesn't even come close to compensating me for my wasted time and inconvenience. Sadly, I have another rebate in the works for that fourth phone and am not looking forward to more hassles thanks to Verizon Wireless.

Verizon FIOS internet is the most inconsistent, hyped up ### I have ever witnessed in my ENTIRE life. If you want some unreliable, slow ### dial-up internet that works 50% of the time PICK VERIZON! Their routers are ###, they break nonstop (we're on our 4th one...needless to say they're made cheaply made as well). This company is a GREAT example of one that likes to skate by with customer service and support while secretly ###ing you from behind with their made in China products. I STRONGLY advise those out there reading this to never switch to Verizon...even if it means going back to dial-up...

Can you hear me (or us) now Verizon?

Hello ! I recently called the customer service and asked to be helped with my situation and the rep was very unprofessional (Name: Merrile) she wouldn't give me her ID and she refused to transfer me to her supervisor. After being a customer of verison for almost 8 years I didnt appreciate her attitude and the way she handled the called. After she hanged up on me I cried and I couldn't belive that I had spoken to a verizon rep. I suggest you take this and seriously and may be train her so that she learns how to speak to customer.
Moreover my contract was extended without me knowing ... I think i should sue verizon...

I've been reading on many "tech" websites that Verizon is finally giving Network Extender devices out to customers with weak signals.
About 2 years ago, I was told that I had to pay $200 for my Network Extender. I always thought it should be free if Verizon couldn't provide a decent signal. For that reason, I can never fully recommend Verizon to anyone.
Anyway, the Extender system is down very frequently, as it is right now (6/17/2011).
I've been a Verizon customer for at least 10 years but am getting close to switching carriers.

I upgraded my Verizon HighSpeed Intent to FiOS today, and the technician window was scheduled to be 8am-12pm, but they didnt show ontime. I called at 2pm, the customer service agent is nice and told me it would be a little delay, the technician will come in half an hour to one hour. However, until 4:30 pm still nobody came, I called [protected], and there are too many automatic choices which bring me to wrong dept and even one dept hang out my phone call. Finally one person answered my question and told me the technician was on the way to my apt. At 5:10pm, one techni cian finally came and told me that he was assigned the job about 45 mins ago. How terrible if I didnt keep trying to call.

It reminded me last time the bad experience about installing Verizon HighSpeed intent, that time, the schedule time would be 12:00pm-6:00pm and the technician showed up at last minute at 5:45pm, however, after he installed the equipement, he said the activation couldnt be done since technical dept was out of office hour and it would be fine from tommorow morning. However, the next day, the intenet still not be activated, and I made call so many times, always said record showed your service was activited on the day you installed it. After 4 days, finally another technician came and solve the problem.

Anyway, verizon technician is so so but the installation arrangement is too bad. Moreover the customer service person is too rude and even hang out my phone call. I am very very unsatisfied with verizon

I upgraded my Verizon HighSpeed Intent to FiOS today, and the technician window was scheduled to be 8am-12pm, but they didnt show ontime. I called at 2pm, the customer service agent is nice and told me it would be a little delay, the technician will come in half an hour to one hour. However, until 4:30 pm still nobody came, I called [protected], and there are too many automatic choices which bring me to wrong dept and even one dept hang out my phone call. Finally one person answered my question and told me the technician was on the way to my apt, now is 5:08pm, finally one guy came and he told me that he was assigned this job 45 mins ago. How terrible!If I didnt call again and again, I will waste my whole day!

It reminded me last time the bad experience about installing Verizon HighSpeed intent, that time, the schedule time would be 12:00pm-6:00pm and the technician showed up at last minute at 5:45pm, however, after he installed the equipement, the technical support dept already out of office hour, he couldnt make sure about the activation of intenet before he left. I was told it would work rightly tommorow morning, however, another terrible waiting time occured, the internet didnt be activiated, and called customer service again and again, finally after 4 days, another technician came and active it. But the intenet speed is not as fast as it supposed to be.

Anyway, I am very unsatisfied with verizon service especially for the technician support and also the customer service phone is too many choice to transfer you to the right dept as well as reprensatative attitude is too bad, especially female.(cuz I am female?)

Verizon One Bill is nothing but problems. We had a one bill but told them we wanted Verizon wireless and internet services sent on two separate bills. Ever since then they keep saying we owe $233.00 for the internet, but in fact this was a charge for wireless, which we have paid to date. We speak with wireless and they cannot help us because they say it is the internet department. We call the internet department and they say we have to talk to the wireless people! Four phone calls later and still no answer. So frustrating.

My Dad had a prepaid Verizon phone. He died shortly after paying Verizon $181.00. We tried to get the phone disconnected and the $160 left on his account refunded. Verizon refused, stating that if the entire amount of the original prepayment was still on the account, they could do it, but since some of the money was used, they cannot refund ANY of it. "It's ONLY $160.13, " they responded after the 5th phone call.

WOW. They must have a lot of other people's money to throw around!
I'm accountable for my Dad's estate finances, and must personally account for every penny that was spent, or misused. So I'm reporting that Verizon stole $160.13 from my Dad's Estate.

I believe the Company store located on the Dawsonville Hwy in Gainesville Ga needs to be investigated. I just got through talking with a tech support person and he advised me that the 6 times I had gone to this store about problems with my Driod phone were not documented in my account. I explained what my phone was doing and that all I wanted was to be able to trust the phone I was paying for and he stated he did not understand why the store did not respond more positively to me. I am going to another store tomorrow in hopes I will be able to get a phone I can trust there. I also just found out from my wife that my oldest son had been charges $50 twice by the same store when he went in to get a problem with his Casio Brigade corrected. the online tech support person never mentioned any $50 fee for correcting a phone sold by Verizon. I intend to post every place I can post online about this issue until someone convinces me this problem is corrected. I have been a Verizon customer and advocate for over 5 years. I do not believe that simply having the best calling network is a good substitute for bad customer service. To me the best customer is the repeat customer. I did not know business was so good that Verizon could afford to lose customers because a company store was run by employees more concerned with their commission checks than the customers satisfaction. Until convinced otherwise I believe my son was robbed by this store and I was treated so poorly that I almost changed providers.

I live in a rural area that has poor internet service. I had heard that Verizon had a new 4G internet device, so I got online and checked to see if service was available in my area. Just as all the other companies do, Verizon asked me to enter my address to see if the service connected to this device was available in my area. When it said that service was available in my area I was elated because all the other companies showed they had no high speed service in my area. When I got the device I hooked it up and discovered that the speed was slower than the Cricket 3G service I had been getting. I called Verizon to see what the problem was. They instructed me to attempt to connect to several websites, which I was never able to do. I was then told there was not only no 4G service in the area, but that only 2G service was available. I asked why I was sold a device that was made for 4G and was told that they may update the signal sometime in the future, though nothing had actually been scheduled. I then had to return the device and remember to call them back to cancel my contract before 20 days. If I forgot I would be charged for 2 years for service that was not even available to me. When I called to cancel the contract I was told that I was going to be charged $23.67 for service I had used. When I explained that I had done nothing but try to connect to the internet, but was not able to because there was no 4G service they dug in their heels and refused to waive the charges. This company has reached a new low in wireless customer service, which I did not think was possible having been a past customer of both Sprint and ATT. As far as I am concerned they fraudulently sold me their service.

We have had Verizon as our telephone service provider for over 18 years at the same address and decided to upgrade our Verizon account to the FIOS package deal since we had heard how wonderful it was suppose to be. Well, we liked the service but had to sign up for a 2 year contract in order to get it installed. We decided to move to SC to obtain our retirement home and purchased a home in Feb 11. When I tried to have our service transferred to our new home in SC I was told that service was not available at this new address but I could terminate the contract without being charged an early termination fee since Verizon could not provide service at our new address. We were given instructions of how to return the equipment to Verizon once we were ready to cut off the service and received boxes to ship them to the designated addresses so therefore we did as we were instructed. I contacted Verizon customer service on 3 separate occasions to confirm the early termination fee would not be charged to my account and was told on all occasions over the phone that I was correct, the early termination fees would not be applicable to us since service was unavaliable at our new location. Well... you guessed it... low and behold we received a nice big bill in the mail just 3 weeks ago stating we owed Verizon the early termination fee and the amount was due by the end of the month. Luckily, we did not have the automatic filling set up on our account so I called the customer service department and talked to a Jerone who was very curt and abrupt in informing me that a contract is a contract and I am liable for the early termination fee charges. I tried to explain what had been discussed previously and that it had been agreed upon by their reps that I would not be charged but I was again told by Jerone that a contract is a contract and I was going to have to pay. I told them I was not paying because they had lied to me and I was not expecting these charges to come my way and they could charge all they wanted to. Now I'm being threated to be contacted by the collections folks and possible damage to my credit rating. I'm not worried... I told them to charge away they would never get another dime out of me... this is the way this company treats their loyal dedicated customers after never being late for one bill after 18 years of service. How far can these big powerful companies go with treating honest, hardworking citizens this way with these lies and cheat scams they contine to get away with? Is our rights being taken away in this country?

My husband and I had 2 phones with Verizon and decided to cancel one of them. We canceled the older of the 2 phones and kept the new phone with them. 2 months later I get a bill for an early termination fee for Verizon because they attached the 2nd phone had swapped upgrades with the older one making the contract attached to the cancelled phone. So I'm being charged a $350 fee for terminating an enhanced device for cancelling an old handset that barely sent text messages despite the fact that the "enhanced device" is still under service with them (they closed the account with 2 phones and created a new "account" with the single phone making it even harder to trace through and just causing them to say that the contract was to the account not the device). I had one person credit back the charge to the account only to have a superviser override it later to deny the credit and just automatically bill my credit card. I haven't had any luck yet getting this resolved.

I have had verizon dsl for several years. Routinly I have problems with their service. Forget calling their customer service. They don't exhist. You know that comercial with "peggy" the big russian alone in a room filled with blinking phones. That is their customer service. If you can get a person with a pulse on the line after being tormented for hours by the automated service, it won't matter because they don't speak english anyway. Then they tell you do do this and do that, yes, I understand you did it already, but I have to do it again, and this still isn't working...15 hours later, they tell ya, well a dog took a crap 14oo miles away from you but they expect to have it cleaned up soon so it will be fixed. Bye bye.
Two weeks I spent fighting with the customer service. Even after I demanded to speak to a supervisor he tells me "well, this is the wrong department so i'm going to have to transfer you" wtf? I get transfered 3 more times, and end up back to some guy who can't speak english trying to run me through all the non sense I had already done 15 thousand times. I got so ticked off by this point I told him either he get it fixed now by sending a tech, or he can cancel my service. It got uglier from there.

I decided it was finally time for an upgrade from my Blackberry Storm since it kept having issues such as freezing up constantly. So I went for an upgrade and got an Android X & the salesman told me that he can just bill my account but I wouldnt have to pay it all at once when my bill came. I can simply pay an extra $50 towards my equipment fees with my regular monthly bill until it was satisfied since I agreed to a 2 year contract. This wasnt true now I have a $500 bill due now. When I had gotten my bill I went back to the store to return the phone but it was past my grace period so they advised that I call customer service. I called customer service and was transferred a few times before I got to the financial department. I explained the whole situation and they were absolutely not helpful. She kept asking me when can I pay the bill in full or my services will be disconnected. Ive been a verizon customer since they bought out Alltel and was with alltel since 1997. Best believe once my contract is up I will be shopping for another celluar provider. A provider who truly believes in relationship deeping with its customers.