Complain about a product or service

Verizon Local Service

Galen of Hollsopple, PA August 22, 2009

We have been a customer of Verizon (GTE) for over 50 years. Very seldom did we ever have any trouble, and if we did, they were prompt in taking care of it. Not any more.

Over a week ago, our phone would ring, and when we would answer it, there was nothing--just some noise. When we hung up, the ringing would continue until whomever was calling us got tired and hung up. We also then noticed that we didn't have a dial tone. "Call customer service" I thought. "They'll take care of it right away." To my disbelief, I had to wade through an automated system that could not understand me. I speak English, by the way. Finally, I got through to someone and was told that the earleist they could get to me was Wednesday OF THE NEXT WEEK! I complained, and they did promise to send someone out on Friday (which was yesterday.

The technician came out and tested the lines and said he couldn't find a problem. He checked our connection, (we don't have a NID because they've never wanted to take the time to install one) and said he found a loose wire, which he fixed. Yes! The phone now worked! Sure it did. Woke up this morning to find the same problem happening. No dial tone, can't call out, callers call in, but we can't answer. Call Verizon again, and they say "We fixed that for you." "Well, it's still not working" I said. They said they'd send the technician out again ON WEDNESDAY! Why on earth does it take a week to get service? The exchange building is less than 2 miles away. The regional repair hub is about 6 miles away.

You know for a fact that Verizon won't give me a credit for a week or more without phone service, and they'll expect to be paid on time! What if I decided to pay THEM a week or so after I received their bill? I'd be slapped with a late charge.

Verizon has the worst repair service out there. They spend all this money touting how wireless customers will have the largest network of service behind them, but when you need them...where are they? Verizon, I'm giving you one more chance. If this problem isn't fixed on Wednesday (I will have to take off work again!) I will be switching to my local cable company's phone service and ditching you and your worthless network.

Bernard of Little Ferry, NJ August 22, 2009

VERIZON IS A DISASTER AT RESOLVING A SIMPLE SERVICE PROBLEM I am a 69 year old retiree with the responsibility of caring for an 85 year old uncle with multiple serious health issues. Not living in the same residence, our line of communication relies on phone service. On August 6, 2009 a family member noticed that my phone line was inoperative. No dial tone, nothing.

We contacted Verizon for an explanation and got the biggest runaround anyone could possibly imagine. No one could explain why my service was cut off. Complicating the matter was the fact that somehow they listed me as a FIOS customer. They sent a technician who arrived with a FIOS work order and when I told him I don't have FIOS He said he couldn't provide service. I was told a seperate facility handles copper cable service. After further calls to big V another rep arrived, said he could fix the problem and to his credit he did. I had phone service for one day. Now its August 21 and despite many calls to too many individuals at Verizon, I'm still without phone service.

No one in the entire organization has any idea how to correct the problem. Many of those I spoke with were as frustrated as I am in their attempts to resolve the matter internally. They all seem to hit deadends. Going this long without phone or internet service in this day and age is unconscionable in the United States. I've come to the conclusion that they apparently screwed things up so bad with my phone that they cannot figure it out or that they just don't want to be bothered. A hell of a way to treat a customer with the same phone service for over 50 years. I am exploring legal recourse and a new service provider. I will never again consider any product offered by Verizon.

dennis of jacksonville, FL August 16, 2009

I am writing this complaint on behalf of my elderly and ill mother who resides at woodside ny

As you could tell I am here in florida and mother in ny. She needs phone service to communicate with the outside world as she is ill and needd attention. As best as I can remember, this company has promised to take care of mothers problem for the past three months. In June I noticed this problem getting more frequent, so when I contacted the baove company and number I was assured thias would be handled...well as time went on and the days turned into weeks and mother's phone was not geting better I decided to speak to a superviosr. Mr steele stated to me that it was now not a line problem, nor her inside phone but a cable, and 350,000 were affected.

He assured me without fail it would be fixed.On 8/10 then sd it was done, well that was not done then again on 8/13......today, 8/16 no service and complaints filed again with repair orders.........worst of all they went ahead and raied my poor mothers bill for some ungodly reason and her service from this company is still very poor. tomorrow. i hope someone reads this and helps me out.

ralph of newton, MA August 14, 2009

The past 2 months an internet company added a amonthly bill of 14.95/month which I was not aware of until I carefully read my billlast month. I never signed up for there service and the vendor said he would credit me, I told verizon about this and verizon said they would credit me. I asked about how to prevent this from recurring, Verizon said they can't and cannot contact me if another company wants to place their bill on verizon's bill, I requested a block on my account which thay can do. Verizon is going to send that internet company to stop billing me otherwise they will on longer be allowed to charge their bills with verizon.

When I called the vendor I asked where he was located. Answer SE asia. I would think verizon can and should be able to have more reputable vendors or have vendors send their own bills. Why is this practice allowed?

Cathy of Kent, WA August 14, 2009

I tried Verizon for 11 days. I got a bill for 260.00. Had a 30 day return option in writing so I took the phones back. Got a full refund and receipt to show service canceled. Got a bill for over 600.00. Called Verizon customer service said they would take care of it. Two days later I got a letter saying they are turning me over to a credit bureau.

I called again, Felicia said her manager would call. Never happened instead I got another bill. This one was 206.00. Called again. Spoke to Ramone, a very nice person, and explained it all again, gave him all the invoice numbers. He spoke to his manager who said I still have to pay for a full month. What??? That is not what the contract says. I would pay the 56.00 for the days I did have the service but no more. I did ask to speak to the next level manager but after 20 minutes of waiting, hung up. Who else is having billing issues with Verizon?

Eileen of Philadelphia, PA August 12, 2009

This is my second attempt to fill out this form and I cannot send it off. My official complaint is, I fill out my rebate form immediately after recieving service (day after on line). My rebate have yet to be applied. If this continues after I recieve the next billing, I will disconnect services immediately because I feel as thought I've been lied to. And if this is the case, I will notify you as to when everything will be returned and do not call my house ever again.

Juliet of Freehold, NJ August 10, 2009

On July 27, 2009 I contacted Verizon to dicontinue my Verizon home phone and online DSL service. As usual while contacting Verizon I endured the incredibly long wait to speak with someone. I spoke with Tom Kelaher and believed that this phone call initiated the discontinuation of my Verizon service. I realized that this was not the case when I received another bill from Verizon for 80.71 with the statement that this "Final Bill", (dated 8/4/09, eight days after my phone conversation with Tom Kelaher), may have already been referred to an outside collection agency. So again I endured the long wait time to reach an individual that would actually be capable of a remedy for my situation. At 12:35 PM I spoke with Mrs. Jentry, who transferred me to Mr. Chikofsky, who in turn transferred me to Mr. Hart, who informed me that I would also owe 50.00 for an early termination fee since I cancelled seven days before I was allowed to. This is the first time I heard of this fee and never knew it would be charged to me after being a continuous customer since 1982. I'm astonished that Verizon is permitted to operate like this.

Joan of Lakeland, FL August 10, 2009

I was going through some of my mothers things (she is now in a nursing home) and found a 40.33 that was dated 1-07-08 with a 365 day expiration on it. I called the customer service number and spoke with Dalton to see if I could get the check reissued. He brought up the account and saw my name on it but I didn't have the account number (it wasn't on the check, neither was the address). He said he needed it because of the privacy.

My name was on the account, I could have told him who most of the long distance calls were made, the address on the account but since I didn't have an account number he couldn't even transfer me to a supervisor. I know this check is over a year old, however, when I go to pay my bill in person there are people on either side who could hear me talk about my business. I know they probably don't listen as I know I don't but if we are going to talk about privacy I think it should be all the way. Anyway, I think even though this is over a year old, my Mother deserves the money more than Verizon. Please help.

Lieu of Moreno Valley, CA July 29, 2009

I did a name transfer but cancel within 4 hours afterward. I called the order department to confirm the cancellation. It was commuicated with me that everything is back to it's original services and nothing has change. Next got a call from their dispatch confirming the new services request. So, I called the Verizon order again and ask why was it not cancel. It was communicated with me again that everything is cancel and everything is fine. But on the day that Verizon were suppose to do the installation, my phone service is out.

So, I call technical support and ask what happen. Seem like they did go ahead with the order and did something to my phone service. There was no ETA. I got upset that even though i cancel and confirm (twice) but they still go ahead and mess with my phone service. So, i requested that they compensate me on my phone service. When I have to use my cell phone and time to deal with the situation. They said they will not compensate me. If they were to compensate me, it'll be the HBO for 60-90 days for free. I told them i don't want the movie thing. So, they said they'll compensate me only for each 24 hours of no services. I mention that the problem was that they made the error. Anyhow, i wasn't happy with their respond.

John of port orchard, WA July 27, 2009

They contsantly are charging me for a 1.99 fee numerous times every month, i then have to call every month and argue till they take it off. It is for a service i DON'T use or ever asked for. It is a button on my phone that automatically goes to vcast. I have had to make over 20 phone calls and have spent over 8 mhours!! over this, i have talked to MANY people that have had this problem. They owe a LOT of mrefunds but wear you out on the phone so you just pay it. We need someone to help us consumers, we are gettin g ripped off, we don't want this service, we NEVER have used or asked for it. They have found a loop hole to charge peopel. Some don't even notice it and pay it. I am not kidding you, this is a multi million dollar rip off and consumers need their moeny back!!! PLEASE HELP US, If you call me i can explain easier.

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