Complain about a product or service

Verizon Fios

Matthew of Berkeley Heights NJ (07/23/08)
I signed up for the triple play a bundle of phone, internet access, and cable tv in January of this year. As part of the promotion i was promised a $200 Best Buy gift card. It took their incompetant customer service 6 months to get the account set up correctly so that I would be eligible for the gift card, and by that time, they say, that since the promotion is over they will not give me the gift card. Unfortunately, the product that they are selling is excellant, so I feel that by cancelling service I would be punishing myself. You would think though, that they wouldn't risk losing a $250/month customer over $200.

I guess the only economic damage is the $200. The cost of my time(I estimate i have spent over 20 hours on the phone with Verizon over the last 6 months) is much greater.

Jeannette of Chino CA (07/20/08)
I signed up for the Verizon Fios Bundle package with free 19 Digitial TV offer February 2008. The installation date 3/12/08. The technician added the fios cable outside and used existing interior cable. The promised monthly cost was $99.00 for home phone, cable tv and internet. The first billing bundled home, cell and internet and a separate account for cable service.

I contacted Verizon to correct this. There was additional charges for premise fees and cable installation, these fees were not previously disclosed. I have contacted Verizon monthly regarding these over charges and a door-to-door representative has canvassed my neighborhood regarding BILLING errors. Four months later the package is finally combined and I am still waiting for the repayment of overcharges. I have yet to receive the Free TV and representatives that I have spoken to have informed me that it would be received 8 weeks after installation. I am still waiting.

I have been over-billed since this conversion by an average of $42.00 a month.

Thuy of Carrollton TX (07/18/08)
I established service with Verizon for the product, FIOS to be installed at my home on June 12, 2008. The representative I spoke with, Kris (supervisor Jason), informed me that I qualified for a $200 promotional gift since I am signing up for a new line of service. It has been over one month and I have received no correspondence from Verizon about the offer. After several attempts to contact Verizon and Jason/Kris about the offer, I have received no definitive response. I am continually shuffled to different departments every time I inquire about the promotional gift.

The different agents I speak with inform me that either 1) I do not qualify (which contradicts what Kris informed me previously; or 2) I must contact eligibility about the offer. However, the eligibility department has no idea what offer I am inquiring about. I feel misled as a customer since Kris blatantly lied to me about the $200 promotional offer. I have attempted to contact Kris and her supervisor on two separate occasions, but have not received a call back.

I signed up for 2 years of service without receiving the promised $200 gift card.

Michael of Ewing NJ (07/16/08)
On May 15, Verizon sales representatives came to my home to discuss Verizon FiOS TV and internet services. They told me that we could get a Double Freedom Bundle for TV and internet services for 69.99 for one year. This was a verbal statement by the representatives and was clearly indicated on the Verizon Sales order (that I have in my possession). As per the sales representative, after the installation of the product (which occurred on July 12th), I needed to go online to verizon.net/fiosbundle to sign the agreement; this would solidify our 69.99/month price. I attempted to do so and subsequently received an error message indicating that my account was not eligible for the bundle price.

I immediately called Verizon and was told that no such bundle existed. I would need to order the Triple Play (phone, internet, and TV), phone and TV, or phone and internet only. The two services would cost us 111.97 otherwise. I told them that I was promised this price verbally and how it was indicated on the sales order as well. They apologized for the misunderstanding and suggested that I cancel the service if I was not happy with the terms.

My wife and I enjoy the product, but feel that we were intentionally deceived by the sales people of Verizon in order to procure a sale; we don't want to cancel the service, we just want what we were promised. I have consequently filed a complaint with the Better Business Bureau, but hoped your office could aid us in our fight against the deception and fleecing of a trusting public.

Sheila of Long Beach CA (07/14/08)
Verizon refusing to honor a $200.00 American Express gift card that was promoted by the sales agent at the time FIOS triple freedom bundle service was discussed and 2 year contract signed. Though I havea copy of the promotion, Verizon is now saying it did not apply to me as I had Verizon phone service previously.

I have since spoken to the sales rep who confirms I am entitled as he was signing me up for the FIOS package for 2 years. I have spoken to numerous Verizon employees from billing dept, promotion Dept and supervisors who say there is nothing they can do. I asked if they could give me credit for $200.00 on future billa and they refused.

If Verizon refuses to honor THEIR promotion, I want to be released from my contract without penalty as I have no interest in their services.

David of Lutz FL (07/14/08)
I signed up for Verizon FIOS back in August 2007. I had nothing but issues that no one at Verizon could solve. So I returned all the FIOS equipment on August 19, 2007. On July 8, 2008, I received a letter from a collection agency stating that I owed Verizon $1,193.03 for unreturned equipment. I had never received a notice from Verizon, just this collection letter some 11 months later.

I work hard to maintain my excellent credit. Granted, I will dispute this and it should not affect my ability to get credit. But I hate having a blemish on my credit report.

Michael of Zephyrhills FL (07/12/08)
in january of 2008 my wife and i signed up for verizon fios. at the time they had a sales promtion of a free hdtv we were told it would take a mo0nth to get the voucher for said tv. time passed and no voucher. i called them after about two months passed was told it would be two more weeks again no voucher. at this time i called again and to my suprise i was told that my home address did not exist funny because there bills sure know we are here

i got angry and hung up when i cooled down i called them back and was profusaly apologized to then i was told it would take anoth 16-20 weeks for the voucher to come this is totaly insane then i get a letter in the mail discibing there pam services( personal accounts managers) i called the number at least four times before she answered the phone told her my problem and never heard from her again

William of Bloomfield NJ (07/10/08)
The Verizon Fios crew dug part of our driveway while installing FIOS cables. there was a portion of the driveway that depressed after a day. I called Verizon 2 weeks ago, they gave me a reference number. Afterwards I have an extremely difficult time contacing them. While I am trying to contact them for repair, the depression on my driveway is getting depper. I am afraid that this will cause more issues.

Fanny of Springfield VA (07/08/08)
I have spent 36 hours with Verizon FIOS. I am still receiving three different bills from them. They have sent one bill to the collection agent despite the fact the account should have been closed in April or May 08. The last few phone calls or e-mails I sent I received no response, I am through with Verizon.

I have gone through a tough journey to sign up for Triple play with Verizon. I think Verizon should be embarrassed. This is the summary of the problems: took my husband and I 30 hours (on the phone, chat room and on line order) to sign up and I have received three different bills in regard to internet, telephone and TV services. -- poor record keeping. When I called the marketing dept. on 2-17-08. I was told there is no FIOS service at my address. The fact is I have already had FIOS internet since 4-2007.

I have been charged under two different account (as stated above) and I got a third bill for switching my phone company from AT & T to Verizon. -- conflicting information - different Verizon representative will tell me conflicting information and caused a lot of confusion e.g. one rep. told me I can cancel the triple play (without penalty) within 15 days, another one told me 30 days while the third one told me there is no way I can cancel once it (triple play) was set up.

spoke to David (tech. support) who said he would have someone call me on 2-18-08 but it didn't happen. Ms. A Iron said she would call me on 2-22-08 and she didn't. It took me 10 phone calls for a course of 13 days to establish a contact. All because she is very busy (her supervisor confirmed that and even offered to cancel my on line order for Triple Play). When I ordered my triple play, I was entitled to a free 19 TV. Ms. Iron suggested I took a $10 off per month for 24 months, a $100 gift card and a $5 of the box for 12 months on 2-21-08. However, on 3-6-08, she told me I would not be eligible for any promotion and the price is 114.98 per month instead of the 109.98 on line offer.

poor phone etiquette -- when I commented to a staff that her negative attitude was not appropriate she responded whatever. On 4-11-08, I overheard a supervisor said, this woman is off the chain (that's when I asked for the address for me to escalate my concern on the poor services I have received from Verizon. Failure to deliver the correct internet speed for > 1 month. I signed up for 15/2 but was getting 5/2 for one month. overall, failure to meet my need and my expectation!

Loss of time from work estimated at about $810. Undue stress that triggers reflux, rash, sleepless nights, fights with spouse. Fearfulness when the phone rings because the collection agents has called many times and left message on the answering machine. Since I called Verizon in Early June, they sent me another bill again on the same account.

Cary of Fort Wayne IN (07/07/08)
I ordered the FIOS triple play package in Dec. 2007. This is a combo package of telephone, computer and T.V. service. The incentive to purchase was a $200.00 gift card for Best Buy or a television set. The service was installed Dec. 16th.

On Jan. 7th, 2008, I received a letter with instructions to go on line and activate the gift card. My wife did just that, but the card activation was for a $50.00 gift card, not the $200.00 we were supposed to receive. I began making phone calls to Verizon the next day, 01-08-08. I called and explained to Jerri what had happened and she told me since we had ordered out the $50.00 card it was too late, nothing she colud do. She acknowledged that I had been sent the wrong letter with the wrong activation code.

I then spoke to a Brian who said the same thing. Even though the $50.00 card hadn't been sent, he said they couldn't stop it from being sent. I was instructed to return the card when I received it and they would TRY to get me the $200.00 card. I received the card several weeks later and returned the card on 02-25-08. Of course there was no record of my returning the card. I was skeptical of returning the card for fear this would happen.

I've talked to several people since then( Coley, Anthony, Jasmine, Shawn, Monica, Miss L and finally Eddie in customer service out of the Dallas office.!) trying to get someone to send me my $200.00 card. Eddie said he couldn't get me a card but he could credit my account $49.99 per month for 4 months to make up the $200.00. I agreed and sure enough, I received my first credit with my May billing.

However, I just received my June billing and, alas, I did not get my $49.99 credit. I've made so many calls in the past, I'm giving up trying to talk with these people. No one takes responsibility and no one seems to have the authority to send me my lousy gift card! If you ask to speak to someone higher on the food chain, they send you laterally to someone else without any authority . I could simply cancel my service, but I'm told there's a $200.00 fee if I cancel early! Please help if you can but good luck! You'll need it when going through this tangled buracracy called Verizon!

I'm only out $200.00 less the credit of $50. on my bill or a net loss of $150.00. Not cash but incentives I was promised. It's not a huge amount of money but I'm sure if this is happening frequently, it could add up quickly.

Michael of Cherry Hill NJ (07/07/08)
I signed up for the VIOS triple play package after being promised a $200 Amex gift card for signing up. The card never came and when I inquired about it, I was told that I would not be getting it because I only signed up for one year and it required a 2-year commitment. And I needed to sign up for the higher speed internet option.

None of this was told to me at the time of my order. When I called to complain I was given robotic answers and when I finally spoke to a supervisor she was of no help and gave me no satisfaction to resolve the issue of the lie that was told to me by the original Verizon sales rep.

I never got the gift card. I based my decision to switch from Comcast on receiving the gift card.

Leslie of Silver Spring MD (07/03/08)
I had my Fios Internet and phone connected in around the first week of october of 2007. i got my first bill in october a few days later everything was ok except they were charging me $250 & some change. for an early disconnection fee for internet. Now to anyone except them it would seem stupid for me to have someone come out install everything and then disconnect the services and why would i want to pay $250.

so from october ive been calling Verizon and have been transfered from one person to another stating we will get this fixed for you or im sorry ms but we dont have access or im sorry i cant do anything about it. OKAY so i call back and still the same story i spoke to 3 different manager/supervisors and they ALL told me we will get this off your account in your next bill you will not see this charge okay i belived them. i get my next BILLS! and still the same thing. Ive spent so much of my time on these people.

As i am filling out this form im speak to Jenanne Falcon and a supervior her name is Ms. Sabalt or Ms.Fablet ive on the phone with them for about an hour and i am at work loosing money. They are telling me there trying to fix them problem. Im tired of dealing with people who obviously dont know what there doing and dont care AT ALL about there customers.

Mirakhor of 6th Street CO (07/03/08)
My in laws moved from VA to CO and first had the hardest time 3+ hours & many tries on trying to cancel Verizon FIOS due to the move recently. They've had FIOS for years now. Account was finally cancelled, HOWEVER they still have yet to send us the address in MD where we are to return the old boxes. We contact them ever 2-3 days, get a run around on the phone, was redirected from customer support online to billing. Sent email to billing, do not get a response. YET we have received TWO letters in the mail now requesting us to return the boxes without a return address OR there will be a $1000 fine.

Anthony of Trinity FL (07/02/08)
I have been a Verizon internet customer for over 8 years. I was a subscriber to Verizons DSL service until recently. A as a DSL customer I was receiving an internet speed of 5000 kb/s download speed and 2000 kb/s upload speed. I had this internet speed for the better part of 8 years. Recently, Verizon began advertising a new fiber optics internet service of the greatly improved speed of 20/5 that is 20,000kb/s download and 5,000 kb/s upload speed which is some 4 times faster than what I had previously. How could I pass up such a greatly improved speed just a little more each month?

I had Verizon FIOS internet installed. I never come even close for what I am paying. I use the internet for my business. Often the speed is so slow as to make the internet useless to me. It peaks and valleys in the course of the day from a high of 2-3,000 kb/s to a useless low of 2-300 kb/s. Never even close to the 20/5 kb/s promised, or even the old DSL speed of 20/5 kb/s. I have contacted Verizon tech support so many times in the last 6 months that I know their phone number by heart. They have blamed everything in the world with the exception of Verizon. I have no less than 3 Verizon techs out to my home to no avail. I have had 2 different routers replaced to no avail.

They all love to blame my computers for the slowness it sort of gets them off the hook. The last Verizon tech took his laptop computer (not mine) and connected directly to the outside cable bypassing my router completely. Guess what? He got the same slow speeds that I get consistently. He stated in unambiguous terms that the problem is at Verizons central office and not on my computer and only they can solve the problem. They either can not or will not address this issue.

If it wasnt for the fact of losing my e-mail address and website address, which I need for my business I would have dropped their internet service long ago. I have found that Verizon is a most disagreeable company to deal with they will always promise to get back to regarding your problems and never do. Needless to say this is after 45 minute to 1 hour wait on hold each and every time Ive contacted them. I would greatly appreciate any and all help you might render.

The internet is vital to my business. A slow internet connection makes it almost inpossible to conduct business.

Mona of Germantown MD (07/02/08)
I signed up for the Verizon Fios package and was told by the customer service rep that I qualified for the $200 Amex gift card promotion. It has been 2 months and I had not seen anything. I called Verizon today and was told by Ms. Perry - supervisor; that since I already had a phone line with Verizon I did not qualify. I explainied to her that this is not what I was told. She told me that there is nothing she can do.

I asked for her district manager and was told that there was no one above her. She had no supervisor or manager. For a company as big as Verizon to pull off scams like this and try to get away with it is ridiculous. Where are corporate ethicss and responsibilites? I hope that the attorney general helps. I am filing a complaint.

Dee of Upper Malboro MD (06/30/08)
I was told that I would receive a 200.00 gift card to sign up for 2 years. I was told that I would receive it within 6 weeks. I was later told that I was only signed up for a year and no card was coming.

Charmaine of Laurel MD (06/28/08)
I moved in February of 2008. I switched from verizon service to Fios and I have had nothing but problems. I was told that March 15, 2008,service would be available. It is now June 28,2008 and I have put off a whole day and I have now found that service is not available. The order was placed on Friday June 20,2008. No one was able to tell me why the order was placed and my area was not capable. I have lost time and money. the service for the phone and internet is more expensive my line drops calls. On Monday June 30,2008, I will be changing back to regular verizon service. Fios is a waste of time and money.

Pamela of Lincroft NJ (06/23/08)
A representative came to my door and sold us a package Bundle. You get Direct TV, Verizon Fios and a phone package. Our two year contract was supposed to be $104.00 a month, which I signed. They did not deliver this package. I am paying more on my bills then ever before. They said the representative was wrong. This is a scam and they have been doing this to many neighbors. I tried to find my contract and asked them for a copy and they don't have it.

Sandia of Apple Valley CA (06/23/08)
In mid Sept. 2007 I signed up with Verizo Fios. I didn't want to get a large bill so I asked for my account number so I could pay my bill early and they gave me my account number. On Oct. 10, 2007 I went online with Union Bank of CA and sent them $150.00. On Nov. 28th Rosa from Union Bank, Stephanie from Verizon and myself were on a three way phone line. Rosa gave Stephanie this number which is the verication of payment and Stephanie from Verizon said that was fine and it would take a couple of months to credit my account.

On Feb 4, 2008 Rosa (Union) Stephanie (Verizon) and myself on a three way line and again Rosa gave her all the numbers again and Stephaie (Verizon) said she would handle it...not to worry. I called Verizon on April 12 because I still have not received my payment of $150.00 and because Verizon sent me a router that didn't work and I returned it. They show it was returned and I would get my $107 plus some cents very quickly.

May 19,08 I contacted Lisa Marie (Verizon) Rosa (Union Bank) and myself on another three way and she assured us that all we had to do again is send all the information we've sent at least 3 time...again and there would be no more problems. In the meantime I asked her about the router and she told me that was another department and even though it shows Verizon received it I would not get my credit until that department got around to it but she, Lisa Marie would do everything in her power to solve all my problems.

I keep getting late payments even though I'm over paying as it is and I get shut off notices every few months. I have fibromyalgia and stress is one big factor in my paid level. I am in bed 98% of the time and when I get under a lot of stress my pain gets out of control. I am on a fixed income and I've tried my very best to get this problem solved but my health is taking a toll on me and I need help.

Karyn of Columbia MD (06/19/08)
We have had our FIOS installed since the end of April. Installation occured on a Saturday and Monday morning we notice a 'hum' on our two-line business phone. Our business phone service is with MCI (a Verizon company). After doing the 'un-plug' test with all the phones in the house; the two line phones and a single line, old fashioned, 'princess phone, we still are experiencing this hum or interference between the FIOS and copper lines. Of course, it's our equipment. Our argument is why did our equipment work just fine until FIOS was installed?

A friend has experienced the 'hum' after having FIOS installed also. He ran a new line from the FIOS box on the ouside of the house to he phone panel in the house that all of the phones are tied into........it worked for him. I have had MCI (who unplugged FIOS and made the problem disappear) and VERIZON out several times and the problem is still not resolved.

The Manager (of) - Network Operations/Tier 2 Broadband IP Technology/Customer Response Team believes the problem is with the 'sending station' or the line between the stations.....an MCI problem (since the service is with them). I have since contacted the Public Service Commission, who overseas the public utilities in Maryland and guess what......VERIZON OWNS ALL THE PHONE LINES 'CUZ THEY WERE THERE FIRST.

I am unable to conduct business from my home office as the 'hum' or interference on the phone line is so strong I cannot hear who's on the other end of the line. I have wasted at least 40 hours of my time tracking down technicians, making customer service phone calls and trying to get anyone who knows a real, live, person in the office to take the initiative to think out of the FIOS BOX I have incurred $180.00 in service fees from MCI, lost countless hours of @$135.00/billable from work and have purchased new phone equipment.

Glenn of Vienna VA (06/17/08)
Verizon has a promotional offer of a free 19 LCD TV for customers that sign up for a two-year deal with the Triple play package (TV, phone and Internet). However, Verizon is often not providing the TVs or only doing so after customers file a complaint. My situation has been resolved (although with a much lower grade of TV than was promised). But, I thought you should be aware of this.

Here is the solution: I had similar problems getting the TV. Verizon installed the Triple Play in Jan. and I received the gift letter 6 weeks later. But, the offer was for a camcorder (which I didn't want) not the TV. Made multiple calls to Verizon Rebate and Eligibility centers -- conflicting answers and no-one seemed to have any record of what was going on. Was told a new letter would be sent -- never received. Was told the TV would be shipped -- called back a week later and no-one had any record of this. Wrote to Brian A -- no response. Frankly, I think the Verizon reps will simply say and promise anything to get you off the phone. Since you can't reach them directly, there is no accountability.

Finally, in April, I followed the advice above, and filed a complaint with the Better Business Bureau. Within two weeks someone from Verizon actually called me. And get this, she actually left a call back number and actually answered it the third time I called. Had the TV about 2 weeks later. Of course, it is a stinkin' Zenith, not the Sharp Aquos. Picture quality is so-so, but, fortunately, I have not had the major problems discussed above. I have never used the BBB before, but they were terrific. If you want relief, take my advice and file a complaint with them. This was one of the most frustrating consumer experiences that I have ever had.

Sarah of Lewisville TX (06/11/08)
I moved to a location where Fios, the service that I had an agreement with was not available. I tried to cancel my service but was first told there would be a $175 penalty for breaking my contract if I didn't accept a forced downgrade in services. I then cancelled my telephone line, a service that I did not have an agreement with, so the only thing I would have associated with the company would be Fios, which was not available at my new address. This worked, I was then able to cancel the Fios without penalty and close my account on 3/20/08- I thought. I received a disconnect order number, returned my Fios equipment and was waiting for an adjusted final bill.

I called several times over the course of the next month to check the status of the reduced bill since I had only used 4 days of services on the last bill that I had received. I had also received calls from Fios telling me I had not returned my equipment and that I could not have just Fios services without a phone, that they needed my credit card number to bill for these charges. I assured them that those services had been disconnected and I returned my equipment, they agreed, and once again I thought all I needed was a reduced bill. It has been almost 3 months and after approximately 7 hours of telephone calls to Fios, I have figured out that they opened another account in my name and billed me for Fios services at the address that I no longer lived at. It took so long to figure out because they held 2 billing cycles for both accounts and mailed all 4 bills to my old address (even though I provided my new address to them when I moved) on 5/15/08- I have the envelopes with the yellow forwarded sticker. I have not received an adjusted bill, in fact I have 2 accounts now.

On one occasion I asked my call to be forwarded to a supervisor and after she was rude and would not let me explain the situation (since I am the one that knows what is going on and what needs to be done to remedy the situation) I asked to speak to her supervisor and she told me that she did not have one. Everyone has a supervisor in a major corporation such as Verizon Fios. At this point after 7 hours of telephone calls I believe the proper credits will be issued, but I was told that it could take up to 4 weeks for the credits to be approved by management. I filed a complaint with the Better Business Bureau and now have a personal rep that says she will get it sorted out, but a couple of weeks have passed and it is still not corrected. I have paid an estimated portion of the bill, to cover the 4 days that I used the service. I am considering paying the bill in full and then filing a small claims suit to recover the monies.

I have spent approximately 7 hours on telephone calls to sort this situation out- which is lost time since thier call center hours are during my working hours only. They may have also filed a late payer mark on my credit since it has been 3 months and they think I still owe them money.

James of Clearwater FL (06/11/08)
A crew of workers dug up my front yard I assume to bury cables with no notice or even acknowledgement that I was living on the property. A few days after they were done they came back and put dead grass in the areas that were dug up. I would greatly appreciate it if they would remove it. I don't live in an affluent neighborhood but I am sure that if I did they would not have done what they did.

James of Sarasota FL (06/11/08)
Had FiOS installe din January with the promise of a free HDTV or $200 Best Buy credit card. It has been 5 months and NOTHING! Have called numerous times & keep getting the run-around. he install was a giant fiasco, and they gave us a little credit for that hassle, but they are not willing to make good on their promise of this 'free' HDTV...but now I'm stuck in a 2-year contract! I thought it would be a good move to go with Verizon, but obviously I was mistaken.

Keep getting told to wait - what was supposed to take 3 weeks has now turned into 5 months! I wish we could move out of Verizon territory -

Michelle of Owings Mills MD (06/10/08)
First bad sign: We signed up for FIOs in September but did not get active service until the end of November. Second bad sign: We could never sign in to view our bill or what was due. When we were able to sign in, we disabled direct deposit. (We wanted to see or regulate how or for what we were being billed via paper bill.)

While signed in, we elected to pay the bill due ($98 automatically inserted into the amount due and amount being paid box). We used a different credit card other than the card that was on file, a card with a different name. We chose the option to charge the credit card for a one time use only. A couple of days later, I found out verizon did not debit the $98 online services said was due. Verizon took debited $198.36 instead (unauthorized!).

I called to inquire about what I felt was a mistake. I got the run around for more than two hours because we did not have verizon phone service. I did no have the account number because I was calling from work. One representative told me they could not locate the account by name and they needed a home number because they could not find the account using our cell numbers. They gave no resolution or answers as to why I was charged $198 for FIOS TV and Internet services.

I asked verizon to discontinue online billing services and to send me a paper bill. April came and I realized we did not see a bill. Once again I tried going online to view the bill but was unsuccessful. I called Verizon asking why I have not received a bill and if I could have one mailed to me. While on the phone with the representive, I asked if I could speak to someone in FIOs billing. Once again, I was told they were unable to see the bill nor could they tell me what my actually bill was or what I was being billed for.

I called Verizon to dispute charges, after receiving April-May and May-June bills with two separate billing account numbers and charges with different amounts for different services. I called to speak to a manager, hoping she could clarify what was going on with our billing and she forwarded me to different departments that had no answers. I pretty much got the idea that they were indirectly telling me, we do not care about extra charges or what your concerns are. Just pay what we tell you to pay. Let us regulate your money and we were supposed to except this. Not!

Debiting an unauthorized amount made me late for another bill. Constantly, being transferred, put on hold, or held on the phone for more than two hours at a time has caused us to accrue a hike in another monthly bill...our cell phone bill. The account holder is at risk of having negative marks on his credit report. Not to mention the mental distress of having to deal with such poor customer service.

Steve of Los Alamitos CA (06/08/08)
We already had FIOS Internet and Phone and was told that if we installed FIOS TV we would get the free HDTV. Had a series of bungled customer service issues from the beginning, from failure to arrange for installation date, to equipment failures, to being charged nearly $25.00 more a month than was promised. Finally got a $10.00 a month discount for all our troubles but never got the free HDTV. Finally, after numerous inquiries, got a call back from Amy that we would not get our free HDTV unless we agreed to give up our discount they gave us, which certainly was not in lieu of the TV.

Where is the California Attorney General on this one as you can see the fraud and deceptive advertising is wide spread. What really angers us is that they have a good product and we were glad to finally get rid of cable. Four friends and family members signed up for FIOS based on our recommendation. But never in my life would I have imagined a telecommunications giant like Verizon would engage in criminal practices.

Our trust has really been damaged here.

Stephen of University Park MD (05/19/08)
I've been had - as I can see have many others who have complained on this topic. Verizon enticed me into their digital FIOS bundle with the promise of a flatscreen television. I placed the order in January, but it took them until March to install the service. As of May 19th, still no flatscreen. Their reps - who I have called and called - keep giving me various numbers to call so that I can tell their own staff to send authorizations to other departments! Really! And when I called them today, they had no record of any of my past calls, and wanted me to start this absurd process all over again. This is false advertising and customer abuse of remarkable arrogance. But what do they care, eh?

Hours and hours wasted on the telephone. Denied access to the promised promotion far beyond a reasonable waiting period.

John of Tampa FL (05/19/08)
Verizon Bundle - Fios Tampa Florida Internet/Tv/Phone $109.00 p/mo includes free 19 Sharp LCD TV Installation the first week of January 2008

Installation went wihout a hitch, the box installed outside and inside the house for the internet and tv was fine unfortunately there would be a $70.00 charge to install a phone jack because there was none in the house. Today (May 19, 2008) I still have no telephone. The fios cable was run across my neighbors dirt driveway, out to the street, down the dirt sidewalk the length of the house then across the street to their junction box. the cable is under 1 to 2 of dirt, exposed in some areas and when my neighbor drives over the cable I get interference on my internet connection, slow speeds or disconnect. Complaints were to no avail.

Setup went fine as long as the installer was there. He hooked up my Toshiba notebook computer to the internet and exchanged volumes of information with Verizon which he needed to do to complete the installation and changed my Internet Explorer setup, homepage and preferences which by the time I realized what he was doing it was too late to stop. After he left, the first welcome I got from Verizon Online was the offer for the free antivirus/spam/spyware software recommended by them to protect me online. Halfway through the installation procces I got the 'blue screen' of death something I had not seen since my old 286 pc. After spending $120.00 and installing the new hard drive myself I asked Verizon to reimburse me for it to no avail. Nevermind the thousands of pictures and documents and information (2 years worth) stored on the old hard drive now sitting in a box.

Customer service....

The offer I responded to and the offer I am being billed for are two totally different animals. Original offer was for the whole bundle, tv/internet/phone for $109.00 p/mo and the billing is for $163.00 p/mo. Even if tax was added it is still a far cry from $163.00 p/mo. 5) Free Sharp 19 LCD TV. You knew this was coming. After waiting the 6 to 10 weeks like an idiot I tried to call customer service anyway after a few weeks of calling I got a call center rep to promise to put my order in as a new installation again to generate the form letters welcoming me as a new customer and then eventually generating a new letter with the application to file online for my free tv as originally promised in the first promise. (note: lots of promises here)

Today is May 19 2008, four and one half months after installation, I got the letter directing me to go online and register for my free tv which should arrive in 6 to 10 weeks. I got a call today from a Verizon rep asking me how my service was. After a one sided exchange of a few choice words about how I felt about Verizon and the reasons I felt she was making this call only because the government was making them do it and that I had as much confidence in what she was doing as I get when I hear the words, 'the check is in the mail' I'm from the govenrment and I'm here to help' and [very crude comment], I hung up. Sorry for the vulgarity but now you know why they do not give out the address of the call centers for these corporations and another reason why a lot of them are moving to India and the Phillipines. I really don't give a [expletive] about Verizon and think the government should shut them down.

$120.00 new hard drive $270.00 overcharges

Jeffrey of Tampa FL (05/18/08)
We had verizon service for about 2 months which was a huge mistake. We ordered Verizon Fios at the beginning of October. We were told that the package would cost $109.99 for the cable, telephone and internet and that we would get a free tv for signing up. We never received the tv and never received a bill of $109.99.

When the first bill came in it was for almost $300.00. We tried calling them for about 2 weeks almost every day, be placed on hold waiting for a representative for over an hour just for thier line to hung up on us. Finally when speaking with someone, they placed a some credits on the account which reduced the bill to around $250. They said it would not happen again until we received the next bill which came in at $300 again.

Shortly after we received a letter stating that we did not sign a contract and that the price of the service was going to increase. We called in, waited on hold for hours just to get transferred back and forth to different departments so I asked to cancel my service when speaking with someone which is when they transferred me to the cancellation department. I asked to cancel out the service because of the information provided when we activated the service being $109.99 and receiving $300 bills, cant ever get a hold of anyone when there is an issue and each person you end of speaking to are not on the same page with each other and every one gives a different story.

We switched to Bright House then received another bill from Verizon for $300. I called in and spoke with someone and was told that my service was never canceled and I was still being billed. So then issued some credits on the account. In the meantime I was only paying for what I felt was owed. So there was still a huge balance on the account.

Supposely everything was taken care of until we received another bill for an early termination fee. I was not able to get through to speak with anyone after calling in almost everyday waiting on hold for about a month. I ended up going online and sending them an email. I got a response from them from someone by the name of Wendy. I explained the situation to her and that we also were charged for an early termination fee when we received a letter in the mail and an email stating that we did not sign thier contract. She responded to me stating that even though I did not sign the contract and did not agree with the terms, I still had to comply with the contract because they provided service which did not make any type of sense at all and ended up telling me that as a courtesy she would issue a credit of $49 to the account since I received credits of $100 from some other issues with billing which would be in place of the early termination fee.

I called and finally got ahold of someone again from Verizon after being transferred 10 times and also being advised again that for some reason the account was never canceled still and the balance was just getting higher and higher. The man I spoke to in the cancellation department ended up issueing a credit on the account but only for the extra month that I was charged for. I continued to receive bills from them and I guess since I no longer have an active phone number I am unable to speak with anyone in their customer care department and still to this day the issue has not been received.

I paid for what I believe that we owe which is about $250 for the service we had for about a month and half. Still to this day, I have the email sent from them stating that we were not under contract, and from Wendy saying that even though we didnt sign or agree we were given the service so we were under contract and the issue has still not been resolved and have a balance of $400 on that account that they will not take care of.

We have been caused tons of STRESS dealing with them. Wasted TONS of HOURS holding for them just for their system to hang. We have cell phones with T-Mobile and have lost tons of minutes dealing with them and not getting anything resolved and now after all of this and all the times we spent trying to take care of this issue they are trying to put the account with a collection agency for $400 which they know has been disputed since day one. They have done nothing but lied just to sell their service. They are a BIG ripoff. I have never seen a service that charges hundreds of dollars for internet, phone and cable and make sooo many mistakes. I would never recommend anyone to Verizon Fios!

Clayton of Plano TX (05/12/08)
1-3-2008 we recieved our BUNDLE we were also supposed to get a voucher to send in for a $300 certificate or a 19 inch HD flat panel TV. The installer informed us that he was not authorized to give this type of merchindise but a letter would be in the mail in 6 to 10 weeks. Has not arrived and every time we call they take the same information, tell us that they did not recieve the information and that ity will be 6 to 10 more weeks. This is the 5th month and we still have not recieved the product or the letter.

Extremly upset at Verizon FIOS for false advertising also the length of time to get support.

Kenneth of Herndon VA (05/09/08)
They promised me a free Televison for signing up. they installed it in January 2008 but never sent the TV. I called every month abut they just bounce me between promotion/award/FIO/rep departments.

$200 TV and being put on hold for hours.

David of Short Hills NJ (05/01/08)
I repeatedly called the 1-866 # and was repeatedly told that it would be 4 more weeks for the advertised and promised voucher to be sent to me for the $200 towards a flat screen TV at Best Buys. I had changed from Comacast to Fios for the service upgrade in January and at which time was told that there would be a lapse of 4-6 weeks until I received the voucher. It is now May 1, 2008 and nothing has been received in the way of voucher or explanation. This is entirely unethical and I can't see how a company like Verizon should not be called onto the carpet for this poor example of consumer realtions and dishonesty.

There is no physical damage or economic damage as you ask. There is however, a distaste for being misled repeatedly from a company that has lied consistantly to me for many months. What can Consumer Affairs.com do for me here? If one looks on line, there are enough people in the same boat where a class action misrepresention suit is to be made.

Aurea of Bronx NY (04/30/08)
i placed a order with the company two weeks ago. i called to cancell the order two days later and have been getting shift around for weeks, connected to several unavailable numbers. noone knows who deducted the money out of my account.

my money is tied up and i need those funs to become available asap.

Therese of Pomona CA (04/21/08)
Perhaps it is just my experience, but I signed on for the Verizon Fios Bundle Deal on February 13, 2008 which included phone, internet, and HD TV. I was given a quote, installation date, and the fact that the HD DVRs werent currently available, but should be by my install date on March 10th. The installation tech came on March 10th, told me the HD DVR still wasnt available, but would be within 2 weeks. I also had to agree to an onerous Terms and Conditions or else I couldnt get my special rate? (which was under-quoted in the end).

On March 31, after several calls, I got told by one customer service rep that HD DVRs are available to new customers only at this time and you are considered an existing customer?, another rep told me that HD DVRs will be available on April 1?, and another rep told me that they werent available in California only other parts of the country. Which is true?

To make matters worse, a billing rep told me that she deals with unhappy customers constantly about misquoted rates. In addition, she told me to strongly consider? terminating my service within the 30 day period if I dont get my HD DVR because as far as she knew, she had no idea when they would be available. I made one last attempt on April 3 to find out what was going on. That is when I finally talked with a supervisor who told me that I cant cancel without paying a $199 termination fee because I agreed to the terms and conditions. When I objected that I agreed to the terms based on what I was sold (i.e., HD DVR), she said that because they are substituting a regular DVR in the meantime for free, I should be happy about it. Needless to say, I am not. She still could not give me an ETA on the HDDVR.

When I pressed her that the company is essentially false advertising on a daily basis with TV, internet, and newspaper ads pushing their HD service. They do not tell the consumer that there is an indefinite period of time before you can access it. The only reason I signed up for FIOS was for the HDTV. I already had Verizon internet and phone. The supervisor assured me that she extended my ability to terminate up until April 30 without a fee (I have no idea whether this is valid) to see if I could get an HD DVR by that time. Still nothing to date. I do not believe this is an isolated problem and I think people need to start speaking up.

Still faced with $199 termination fee. Will have to pay to get re-install DirecTV which will require additional time from work.

Mike of Chino Hills CA (04/12/08)
Below is a complaint that I filed, today, with the FCC and the Better Business Burreau.

On December 10, 2007, I ordered a bundling of fiber optic internet services (TV, FIOS Internet, and telephone) in order to qualify for a free Sharp $399 LCD TV promotion. It has now been over 4 months, and I have not received the promised promotional item, nor any document that confirms if and when the item will arrive. My wife and I have made approximately 20 phone calls to various Verizon locations, averaging 30 minutes of our lives, per call, in attempts to resolve any issues that Verizon may have, although they don't seem to have any other than they do not want to deliver the promotional item.

Unlike the cable companies, there is no local Verizon store that I can visit to attempt to rectify the situation. Only endless minutes on hold while I am shuffled to various 800 number locations for more apologies and misinformation.

Note, I am very pleased with the FIOS product (highly recommended by Consumer Reports), but that should not allow Verizon to renege on their promotion promises, just because the customer has no practical way to follow up. It is a horrible business plan, and Verizon should be monetarily punished.

This deceptive advertising practice by Verizon's full page ads promising $400 TV's should be immediately stopped and Verizon should be admonished for the way the are treating their customers. I would like my TV immediately forwarded, and a sincere apology from a manager at Verizon for the despicable way my wife and I have been treated.

Linda of Ontario CA (04/09/08)
Verizon's door-to-door promotion to switch to Verizon FIOS offered a $200 Best Buy Gift Card. We switched but never got card. Four months and numerous Verizon employees later, I was told today by Supervisor Duane that because I have other perks like $25 off my bill each month, that the card became null and void. But if I give everything back, I could get the card. The other perks we received don't come close to the HELL we went through back in December 2007.

Install was scheduled by Verizon, not us, for 12/18. My husband missed a Dr. appt with a neurosurgeon waiting. I missed work the next day waiting, no one came for 4 days. I called several times, they kept pawning me off onto someone else. Finally I called corporate in NY who called Calif and got a tech out on the 4th day. I was even told by Verizon rep that that's what I get for scheduling so close to XMAS. I didn't schedule that time--they did!

Tech messed up my computer and it got a virus which caused my business to shut down for over a week, plus money to repair. During this, we had no phone for two days and no internet for over a week. Our TV is still not getting HD as it was supposed to now the router has gone out and we are waiting for a replacement as I write.

Of all the reps I spoke to, not one mentioned the $200 card would become void if I took the other perks they were offering. In fact, each one confirmed it was in addition and they were offering me these perks to apologize for what I was going through.

Two separate issues.

The gift card was a promo -- we should get that no matter what because we kept our end of the contractual agreement. When we went through Verizon HELL, the reps offered us discounts to make up for the inconvenience. That should have been a good business practice. Keep a customer satisfied so I don't switch back to Direct TV. I feel Verizon breached their contract with me because the agreement was I would get a $200 gift card after keeping service 30 days after install. I did, they didn't come through.

I have seen numerous complaints similar or identical to mine and I think we ALL should file a class action suit. They come across as being this great corporation, yet they never back up their promises. They get you to switch, never produce the incentive, then if you cancel, they charge you $199.00!!! I can't believe the receive awards for customer service and satisfaction.

Jim of Holbrook NY (04/08/08)
On 2/27/08 we converted our existing TV & phone service to Verizon Fios, in response to a limited marketing offer. The offer was for a new TV (19 flat tv). Upon signing we were informed by Verizon there would a processing (delay) period before the TV was available, which is not my primary complaint. We were also advised these were a backlog of High Definition (HD) boxes, in response to the limited offer, estimate 4 weeks. We are still waiting for the HD box, this is my issue.

Now I have an expensive Sony TV which cant read High Definition programming. We are now into the seventh week. I called customer service (# 888-553-1555) on 4/8/08. The initial agent, Mrs. Marixxx was unable to provide any prospects when I may expect one. I then requested to speak to someone in their Escalation Group, Mrs. Camxxxx in an effort to secure knowledge of the scope of the situation. She was unable to provide any information as to the estimated delivery date. She also spoke on behalf of Verizon to state that no one has any idea how many customers are in the same back logged situation I am in. I find this extremely frustrating that no one can give me any prospects.

It is my personal opinion that Verizon's marketing executed a poor advertising campaign, taking advantage of many customers, not being able to deliver their product. I officially informed Verizon that 1) if my HD device wasn't received by 4/27 (60 days post sign up) I would revert my services back to my original provider 2) I would be following up with the BBB.com & Consumer Affairs.com to register this complaint. I am at your discretion to engage Verizon to help remediate a solution to this matter prior to 4/27.

Shahid of New Hyde Park NY (04/08/08)
It started in the beginning of February when I started having problems with the Verizon phone service. Time after time the phone just died. After calling them many times they finally said that it was my house wiring and that they would charge me to fix it. They would schedule a technician and it would mysteriously get fixed without anyone coming into my house. After only two months of service, endless frustration and constant attitude from customer service I cancelled my service. What a mistake that was. Ever since then i have had nothing but frustration over a constant barrage of bills that I should never have gotten. Even after two and 1/2 months and constantly on them phone with them hours at a time at least every week, I still continue to get bills. I constantly keep getting dropped when I call them. I constantly get phone noise only when I call them. I have never gotten a call back from them when i'm calling to get money from them.

I had to call my credit card company to file a dispute because I really got frustrated from calling them. I had setup credit card payment and still continue to get charged.

Beatrice of Holiday FL (04/08/08)
I started FIOS and cable service in October 2007. Because of numerous problems, I cancelled within a approx. 10 days, and returned their equipment. I was assured service would be cancelled. Every month after that I receive an invoice. I have made many calls and each time was assured all is well, service cancelled. As of today 4/8/08, I have received once again an invoice for $44.99. When are they going to stop? I contacted the Florida Dept. of Agriculture & Consumer Svcs. and lodged a complaint against these incompetent idiots and Eric S. Furniss, Verizon Cust. Svc. even sent a letter in response to their query and stated problem solved when it never was. Please help, I am at the end of my rope with Verizon. I do not have service, I cancelled within two weeks of receiving their service, and they now keep harrassing me each month with invoices.

I am upset by these monthly bills I have to waste my time trying to stop. I am very afraid they will send my account to a credit collection agency if I do not respond to each bill, but I can't keep doing this. It's now 6 months of this insanity which needs to stop. Please help me.

Gene of Oakland Gardens NY (04/07/08)
In early nov.2007, we called verizon like to enroll the package of fios+phone for $64.99. when I found out I have to switch my long distance carrier to verizon, I change my mind. I said NO to the 3rd party verification.On 11-15-07,I called verizon again, just want to make sure my phone carrier did not change to verizon.A asian lady answered my phone and told me not to worry because the 3rd party verification did not go through.

2 weeks later, I received phone bill from verizon,surprised me,on 11-13-2007, verizon had already taken over my local phone carrier at&t and my long distance carrier vtx telecom without my authorization and the 3rd party verification.I have to pay $6.39/min.for long distance to verizon instead of 2cent/min.to vtx telecom.

I called vtx telecom, the operator told me they got notice start 11/27 verizon would take over. Why verizon billed me from 11/13? I had long distance call on 11/26,that should not be on verizon bill.I believe I have rights to refuse the payment.

Joyce of Freehold NJ (04/07/08)
I ordered Verizon Fios Internet in September 2007 with a direct bill to my bank account. In February I ordered the Triple Play bundle package that was installed February 15th 2008. Since then I have spent a total of 9 hours 40 minutes and 5 seconds speaking to incompetent people to rectify the billing situation and to get my 19' flat screen TV that was promised.

I have been billed for the internet direct to my Chase bank account which was not supposed to happen, and in turn have been charged $35.00 three times in over draft fees for insufficient funds as I have been trying to close my account. In addition, the bill STILL does not include the triple play bundle package amount that I ordered.

It has been almost 8 months of complete aggravation, almost 10 hours of my personal time on the phone trying to rectify the situation and still no voucher and no 19 flat screen TV as promised. I have requested to speak to a supervisor. Verizon has one more chance to fix the situation. If not, they can take their equipment back and I will get my service from another provider.

Complete and utter aggravation from utilizing my free time, over 9 hours, trying to straighten out the billing and voucher situation. The incompetent customer service employees have brought me to tears as each phone call lasted about 1 + hours with no remedy in sight, and having to repeat over and over again the same story to each CS rep. Beyond frustrating. Time is money and time is limited.

Jeffrey of Hasbrouck Heights NJ (04/07/08)
I was told no extra fees, no connection or installation charges.Second bill showed 59.95 installation charges for three extra tv's, and twenty dollar connection fee for the internet. They sent this in the second bill because I believe that it was after the thirty day window to cancel and not be charged 200 dollar charge for cancelling.

When I called the rep she said the charges are valid and there was nothing she could do. I asked her to cancel the three extra tv's which she responded your paying for them why not keep them. Also my installation date was screwed up and they never showed up on the correct date. When I complained they told me they would call on April 4th and take $10.00 monthly off the bill for the life of the 2 year contract. On April 4th I called and was told that they never heard of that. I have the womens name I spoke to but I don't believe in getting people in trouble. In the end I lost money and was stressed out from dealing with their poor customer service.

I changed my service to save money, took off work and lost money and time in dealing with this company. I feel its unfair to pay cancellation charges for being mislead by verizon and there false advertisements. I would never recomend their service to anyone. This has also caused me to never consider using their cell phone service also.

Nancy of Ellicott City MD (03/24/08)
I ORDERED THE BUNDLE SERVICE WHICH INCLUDED A FREE TV. WAS TOLD A VOUCHER WOULD BE GIVE BY THE INSTALLER. THEN IT WOULD BE 3 WEEKS UNTIL I RECEIVED THE TV. THE INSTALLER SAID WOULD BE SENT IN 3 WEEKS. IT IS NOW 7 WEEKS STILL HAVE NOT RECEIVED THE VOUCHER. I WAS TOLD NOW THAT IT TAKES 6 TO 8 WEEKS TO RECEIVE THE VOUCHER THEN 8 TO 10 WEEKS TO RECEIVE THE TV. I PURCHASED THE SERVICE MAINLY BECAUSE OF THE FREE TV OFFER

I NOW HAVE TO GO BUY A TV BECAUSE WE ORDERED THE SERVICE MAINLY DUE TO THE FACT THAT OUR PREVIOUS TV BROKE AND VERIZON WAS OFFERING A FREE TV. I DO NOT FEEL THAT I WILL EVER RECEIVE THE FREE TV.

Chittaranjan of Springfield VA (03/15/08)
First I got Verizon Fios TV service. After 2 months I added Internet and telephone. They told me that they will combine all three togather. I called every month for billing correction and they told me that they will combined the bill. They never did that. After 6 months, I had to cancel all three service in December 2007. I return the box & modem in December 2007 personally to the Verizon store.

Verizon is still sending me bill separate bills for January and February. Bill says that we have not returned cable box and modem. Verizon poeple simply does not work. I will not pay any bill.

Peggy of Brandon FL (03/03/08)
We signed up for the Verizon Fios Bundle Package in Sept/October supposedly for $99.00/mo. Why are these companies allowed to get away with deceitful billing practices? We already used Verizon for our telephone service but wanted the Fiber Optic Internet and television service. We did not order any extras except for 2 extra boxes for the television service which they bill for $5.99 each, which I don't mind paying since WE requested them. They also, however, bill you an extra $5.99 even if you don't order any more boxes. This is for the one which makes your service work. I truly don't understand how they can do this since you can't watch TV without it. The Supervisor we talked to told us we needed to read the fine print which says you have to pay for any extras. How can one box be an extra? It doesn't work without it? (It's like buying a car and having to pay extra for the tires.)

Since we ordered the bundle we have been being charged individually for each service, and they change the price every month. It has been anywhere from $156.00 on up every month. The first month they said they'd fix it and gave us an amount which we paid. The next month again the bill was incorrect,and they told my husband he had to get online and sign some kind of agreement to get the discounted bundle price of $99.00. He did what they asked, and AGAIN, the next month the bill was wrong. At this point we were pretty annoyed, and after talking to a supervisor and telling him we were going to report them to Consumer Affairs, he lowered the bill to approximately $127.00. He was very condescending and talked to us on speaker phone as if we were three-year-olds who didn't understand him. He kept going over the bill and coming up with different prices each time. He ASSURED us that this next bill would be right because supposedly it takes time after you do the internet agreement (which was done in month 2).

Now it is February, 5 months later, and the bill we just received is...you guessed it...incorrect again. I wonder how many people don't call them and just pay whatever they say they owe? NO WONDER IT IS CALLED A BUNDLE Package.. THAT IS WHAT THEY ARE MAKING! Every person who has this problem should complain to Consumer Affairs. This has been more than frustrating, and we are ready to tell them to come get their equipment. Not only are their bills always wrong, we have experienced freeze-ups almost daily, and the menus for the TV guide feature go down repeatedly for days at a time; and then they'll miraculously pop up again. Forget complaining about that--you'll never get to talk to a human being. I would not recommend Verizon to anyone for TV service. I can say we haven't had any trouble with the home phone or internet service other than the billing problem. This in itself, though, is enough to make me not renew my contract.

Erica of Nyack NY (03/03/08)
I signed up for this FIOS non-sense as did others as a promotion where the company is promising flat screen televisions that no one ever receives. I ordered the service back in early December, and here it is first week in March and nothing has been delivered. I even called into the promotions department and was given a Fed-Ex tracking number. When I look up the information on the internet, the package has never moved. It was never even picked up by Fed-Ex. All it says is Package data transmitted to FedEx. All that means is that it's sitting somewhere waiting--if it even exists. This is really irritating because I was not unsatisfied with the service provider that I had; I just switched for the TV....

I am paying slightly higher bills to a company that is not delivering on what they are offering.

Patricia of Scotch Plains NM (02/21/08)
Fios was installed in my home on January 5th and 6th. An installation that was to take one day ended up taking two. (Saturday and Sunday). Very sloppy set-up - wires everywhere. In the last month I've had to call Verizon's automated help line three times. I am not impressed. Now two FIOS remote controls are malfunctioning. Am I supposed to replace them at my expense? There is nothing in the instruction manual that indicates how to restore them.

A waste of a whole weekend for installation, inconvenience by having to call the Verizon automated menu/help line, sloppy looking as wires are everywhere. Don't get it!

Sue of Matawan NJ (02/12/08)
I had Verizon's Fios installed during their promotion period. They said if you signed up for Fios, you would be entitled to a new 19 TV. It's been 4 months now and after numerous calls and being bounced from department to department, I still have not received my TV yet. This problem was on the news and there have been numerous postings complaining about Verizon's Fios. I believe this is a scam to get more people to sign up for Fios.

Still didn't get my TV and no results calling.

Kate of Westborough MA (02/02/08)
We have been using Verizon Fios since September, 2007. We moved on Dec 2007. Before moving, we told Verizon to switch the service from old address to new address, and they did. We just assumed that everything was fine, until one month after the moving. We received 2 sets of bills, one with the correct account number and charges; another has unknown account number, the old address was the service location, which was created on the day we moved out of the old address and with my name on that account. But we know very well that there was(is) no one lives in the old address and there is no any Fios service either at the old address.

We called verizon several times, and told them that this is a mistake. Yet, they refuse to accept, and insist that we have to pay it since my name is on their unknown account. Their billing people are the worst I have ever seen. In addition, even the right account has been over-charged for several times, each time I have to call them to correct it. So far, I have not seen even ONE month for the bundle- $99.98 per month as they signed us in. They increased price before the service began. Now, we are asked to pay for an non-exist service. We will never use Verizon again.

John of New Haven IN (01/25/08)
I signed up for Fios Bundle Promotion $104.95 via internet in July 2007. The promotion promised was: Target Gift Card, Free 1st month internet, $10 off internet months 2-7, and free second set top box. Have been calling for 7 months and keep getting the runaround. They promise to call back with answers but never do.

Gregg of Lewisville TX (01/20/08)
I got this service installed in June 07 and have been having problems from day one that Verizon either refuses to do anything about or claims do not exist. The first is the sloppy way the installer installed the cable, he ran it through my apartment first by drilling a hole in a wall and then just running the cable through it with no plates or anything, then he just threw the loose cable behind furniture rather than tacking it to the wall and he actually ran it under doors just leaving the exposed cable in the traffic areas including my entry door. After that, I began to notice that my speeds of downloads and surfing were slower than I had with cable despite the fact that I supposedly had over 5 times the bandwidth. Verizon keeps taking me to speed test sites and because it shows ok at them (I wonder if they cap bandwidth to anywhere but these sites) that there is not a problem.

I also have problems with my television service either getting distorted or the screen will freeze for up to minutes at a time. Verizon finally sent a tech out after several calls to complain who said the cable was not properly connected and supposedly fixed it but the problem persists and they still maintain that there is not anything wrong. I have recently confirmed that I cannot succesfully download files when using the wireless connection, I have to keep a computer wired to the router then use a portable hard drive (that I purchased specifically because of this problem) to move the files to the other computers where they are needed. Trying to reach tech support is virtually impossible as they do not post the number anywhere on their site and if you do manage to locate it, you have to go through several minutes of automated lack of support only to be put on hold forever.

Melva of Crofton MD (01/04/08)
Fios cable was installed; technician damaged electrical outlet and gave card with Michael Chavis, Jr.'s name, e-mail address and telephone. I was told to contact him to arrange for reimbursement for repairs. Mr. Chavis's e-mail came back undeliverable, and he will not return my phone calls. In addition, I am being billed for equipment that has been picked up.

Damage to home, endless hours spent trying to resolve the issue. Recently sent letter of complaint to Verizon, with no response to date.

Diane of Thornwood NY (01/04/08)
I ordered and signed contract Aug. 2007 and had installed FIOS 9/15/2007. I was promised a $50 Target gift card, which as of this mailing I HAVE NOT RECEIVED. I have called numerous times and was told it was on the way. I believe that they conned and tricked me and other customers into signing up and promising these gift cards. Any and all help will be appreciated, since I am told it is on the way, and today (1/4/08) when I called I was transferred all around and spent almost 2 1/2 hrs. trying to reach someone. They EVEN DISCONNECTED THE PHONE NUMBER THEY GAVE ME TO CALL ORIGINALLY WHEN I SIGNED UP. THIS SAYS SOMETHING FOR VERIZON.

I spoke with this gentlemen Mark who said he had someone on the phone who could help me with my problem of NOT RECEIVING MY $50 TARGET GIFT CARD. When the other gentlemen (Steve) was on the phone he said he KNOWS NOTHING ABOUT THIS. So I was reassured that it would be handled. (I HAVE BEEN TOLD THAT IN THE PAST.) When I originally hung up, the phone call NEVER GOT DISCONNECTED; so now I have these 2 Verizon employees talking among themselves! This fellow Steve said he got 9 calls this morning about the same thing I was calling about, and it SEEMS THAT NO ONE KNOWS WHAT IS GOING ON within Verizon. A comment was made by one of the employees that someone DROPPED THE BALL ON THIS! Then I interjected and they said I thought you dropped off the line. They didn't know that I was able to hear their conversation due to the fact that MY PHONE NEVER DISCONNECTED FROM THE 3-WAY CONVERSATION.

I think that Verizon needs to be contacted because all I am being told is that July and Aug. customers who signed up for the Fios--the free cards are being sent out. I was told the same thing in Oct. 2007. As far as I am concerned VERIZON FOOLED AND LIED TO THEIR CUSTOMERS. They truly need to be exposed on this, and I bet that more and more people will come forward. Thank you again.

Jennifer of Virginia Beach VA (12/11/07)
I purchased Verizon Fios Internet in April-2007. You have to pay your bill automatically by credit card each month, they won't accept debit cards,they do not bill. My bill is a different amount each month. I called and asked why my bill differed from month to month, I got a different answer each time. I asked for my account number the rep refused to give it to me.I called today to update my credit card number I spoke with a woman whom I gave my account number to, after that their was a long silence very long so I said hello she said I'm looking at you're account. No hi, good morning, hold on, lookin up your info NOTHING! She asked to put me on hold and I held for ten minutes then got pushed back into the Que and it rang & went to another rep.

Bob of Severn, MD (12/11/07)
Verizon installed FIOS on Dec 4 and as yet we have had constant trouble. We have not had TV, Telephone, Internet since last week. It is impossible to call and get a human being and then when you do they want to pass the buck. They sometimes transfer you to someone and the line goes dead.

We know what the trouble is. They have not installed enough terminals in the box in the community. When they first set us up they had to unplug someone else in our neighborhood. Of course that person called and complained so they came out and unpluged us.

Shawnta of West Orange NJ (12/09/07)
I have Verizon for my local service, and recently I had contacted them for service repair. They scheduled me for service repair but never showed up. This happened to me again and again--these people made me wait at home for the whole day. Still I don't have phone service. Every time I called the reps, they each give me different information. I just don't know why this company can't get their answers right.

Ac of Arlington VA (12/08/07)
I am writing to express my extreme disappointment with Verizon FiOS TV service. I have to raise the question whether the lack of providing the local channels (ABC, NBC, CBS) violates Verizon's authority to provide service in the county I live. I have had Verizon FiOS TV for 2 months and have had persistent problems and extended durations (days and weeks in duration) when local TV was not provided. In the most recent month, Verizon has not repaired the problem in providing these channels to me.

It is my understanding that others in my neighborhood are experiencing the same persistent problem. Can or should the County investigate the quality of service that Verizon is providing and determine if they are compliant with the rules and regulation under which they were granted? How can I pursue this?

Richard of Northport, NY (11/20/07)
In June I signed up for Verizon Fios TV, phone and Internet for the price of $99.99 a month and a movie service for $12.95 per month. However, Verizon has not been able to correct a mistake in my billing which charges me $163 per month rather than $112.94 per month.

Each moth I call the billing number and am put through a series of inane questions about the reason for my call and after an agonizing sequence I am finally connected to an agent. After the agent apologizes and makes attempts to find the cause of my problem, he or she says my problem can't be fixed from where they are and that they will be sure to follow up on my concern and have my bill corrected. The agent reduces my bill by approximately $37 and assures me that next month's bill will be correct.

This has been going on since August with no correction. Because I have automatic payment with Verizon I must call each month and go through the same agonizing process to get my bill corrected.

Cecilio of Mclean VA (11/16/07)
In July 1st. I signed up for the Verizon Fios Service. In writing the sales person promissed that for $ 99.99 I would get TV, Phone and Internet service. All the bills that came so far charge about $ 130.00 for those services. With the additional services I never pay less than $ 210.00 each month. I have complained and the protocol is the following:

1. I call the number a computer asks me for my phone number about 4 or 5 times. About 10 minutes later a human comes to the phone.

2. This Verizon FIOS person asks for account number, address and the permission to check my account.

3. About 20 minutes later after keeping me waiting they apologize and say that was a mistake. It will never happen again. The next bill will come as promissed.

4. It does not happen.

5. The FIOS deal resulted in my phone bill been increased from $24.00 (basic, basic service) to $ 42.00. The Internet (Called Verizon On-Line) was kept $ 39.99 but the service was downgraded. You can see that so far we have about $ 82.00 for phone and internet. The TV should be $ 18.00 correct? Now way it is 42.99.

6. At this point we are looking at a bill of $ 125.00. But wait they charge rent for a box to watch TV. It is additional $ 4.99. So we are already in $ 130.00. With all the fees, taxes and charges Verizon people can not explain it goes to $ 210.00 or $ 220.00 every month.

7. Mind you that the bill would not be over $ 148.00 (99+ extras). To that we could expect a grand total of $ 165.00 when we include the taxes. The reality is $ 210.00 or $220.00.

8. After the via crucis of bad customer assitance Verizon corrects the mistake to do it again in the next bill.

What should I do? I had the Verizon DSL and phone for less that $ 70.00 with a great interned speed (it is lower now). I was paying about $ 60.00 for satellite (Dish Network). It ads up to $ 130.00. I had HBO and other services. Now I pay $ 210.00 and have to go to the phone to get the agreeded on discounts. The mistery for me is that even with the credits the bill does not go down $ 210.00 every month.

Victor of Valley Stream NY (07/21/07)

Faulty converter box was reported. Service was scheduled for Sat. 7-20-07 8am to 12pm. 12:30 I talked to tech online (Rick). He claimed I was going to get service. I called around 2:30 and I was told I was still scheduled. I called 4:00 Pm and was promised a call back from the service department by tech. I have not heard from them. 8 hours over time pay lost.

Aleida of Land O Lakes FL (06/15/07)

On April 30, 2007 I contacted Verizon Wireless to sign up for Verizon FIOS service. The date the service was installed and activated was May 19, 2007. On May 19 I contacted the technical support because of issues with the DVR service. On May 20, 2007 I contacted them again regarding the DVR box not working and was told that they needed to install a new DVR box. I then stated that I was going on vacation and that would have to be completed when I return from vacation. On June 3, 2007 when I returned from vacation, I did not have any internet service.

I contacted Verizon technical support again was told I need to have a new modem installed. On June 15, 2007 I received my first bill and noticed that it was much higher then quoted. I contacted customer service department and was told that even though I cancelled my phone services I would be charged for 30 days of service. I stated that that was not disclosed to me and if I was going to be charged for a full month that should have been stated so I would have the services until the 30-days.

While I was on the phone with the customer service representative the supervisor was in the background stating what to say instead of just directly discussing the matter with me. I was basically told they were not obligated to disclose that information verbally because it was in the welcome pack which was sent to a address I did not reside at as of yet.

I received a bill of 166.11 for two-weeks worth of service which was more then quoted to me by phone.

Jon of Aldie VA (03/16/07)

On Thursday March 1st, Verizon came out to set up and bury FIOS in my back yard and community common area. During this work they drove construction equipment through my yard without my permission (there is an access area off my property they were supposed to use) and damaged my yard and severed the cable utility wire going to my house. I was unable to work from home or attend online classes due to this. I have had to miss work to have the cable company come out and now have to have my yard tore up for a second time in order to fix what Verizon destroyed.

I spoke to a representative named Paula who assured me they would be contacting me. On March 5th I had still heard anything so I called back and was told they had closed my ticket, but there was not any comments left as to why. This has been the worst customer service I have ever received from a company.

Cindy Hobus of Reston VA (03/15/07)
In Feb I was charged for FIOS TV.  I have no FIOS on my account, so VERIZON created a ticket to correct the problem.

On this month's bill, I have late charges for the incorrect Feb charge (that I was told not to pay) plus another FIOS TV charge!

D G of Arlington VA (03/28/06)
Full page ads offer DSL internet services and provide a phone number and a web site to place the order. However, because the phones in my neighborhood could use a higher-priced FIOS service the verizon web site and the phone number listed do NOT allow me to order the lower-cost advertized DSL service. This is classic bait-and-switch marketing and show be illegal.

Several verizon customer service reps have given me 4 different phone numbers to use to order DSL services but so far I have not been able to order the service.

Salvador of Tampa FL (03/21/06)
Verizon Fios damaged the Tampa Utilities' Water Pipes that service my residence, 17725 Hampshire Oak Drive, while installing the new fiber optic wiring system. This resulted in addition water consumption of $272.54 billed directly to me by Tampa Utilities. This damage was due to negligence by Verizon Fios personnel that were installing the new system. Verizon Fios finally repaired the damage, six months after-the-fact. Nonetheless, they did not reimburse the $272.54 that I was forced to pay. I have submitted all utility receipts to Verizon Fios and its parent company Verizon and have not received an appropriate response.

Verizon Fios negligence and damage resulted in addition water consumption of $272.54 billed directly to me by Tampa Utilities.

Pat of Arlington VA (12/13/05)
I signed up for Verizon FIOS, which is Verizon's Fiber Optic high speed internet. At the time, the pricing was comparable to DSL. However, DSL prices have dropped significantly but Verizon FIOS prices have not. I contacted Verizon and asked to discontinue by FIOS service and wanted to sign up for their DSL service instead. I was told by their customer service agent that I could not because my traditional copper line had been removed from my home when FIOS was installed. By removing the copper line I also was stripped of all of my choices as a consumer. I am unable to use any other phone service provider.

Verizon FIOS stripped away my consumer options and has monopolized my home. The customer service representative also said I had many options for high speed internet. However, he would would not name my options. The other compatible option is cable high speed internet but that service costs $18 more ($57.95) than what I am already paying. Verizon FIOS does not warn the consumer of the risks nor do they warn the consumer that removing the copper wire makes your home a Verizon only home and restricts all possible consumer options. The Verizon website makes no mention of what is removed from your home during installation: http://www22.verizon.com/FiOSforhome/channels/FiOS/root/about_installation.asp Nor is it mentioned in their FAQ section: http://www22.verizon.com/FiOSforhome/channels/FiOS/root/faq.asp#req_q3

The cheapest Verizon FIOS plam currently starts at $34.95. The cheapest Verizon DSL plan currently starts at $14.95 a month. I am wasting $20 a month by not being able to sign up for Verizon DSL service.