Complain about a product or service

Verizon Fios

Earnestine of Columbia, MD August 28, 2009

Initially in July 2009, I was told by Mr. Meadows that I was eligible for promtion Movie Pkg for 154.00 for a year. But when I received a bill for 185.00. I was told by rep Kelly Freville that was mistake. So I was told I could get another pkg for 2 premium stations. But later I find out she only wrote for 1 on her paperwork. i talked to at least 3 reps that all gave me the runaround. I am a senior with a Disbaled husband who feels that I am been tricked about the prices for services. This quite FRUSTRATING!!!

Brenda of Ewing, NJ August 28, 2009

My father, Robert, passed away in 2006 and still receives marketing mail from Verizon Fios. I have called at least 15 times and keep getting the "run-around" and they keep saying they don't have a number to the marketing division, and they sometimes say "OK, I'll put it in to my supervisor" but the mail continues.

Ramon of Bronx, NY August 28, 2009

I have an account with verizon for my home telephone service and internet. my account was set up with a plan for unlimited calls for all united state territory and canada. this plan is known as double freedom and later fios double freedom. I have been with this plan for three years. the cost for this sevice is 64.99 plus taxes. Last month my bill came more than double. I call them because I noted they were charging calls inside united state as long distances call, that was supposed to be covered by my plan. The agree that something was wrong and the company representative told me that another company went into verizon computer system and tamper with my account and change to this company favor. they told me that they will correct the mistake and they will give me a credit.

this month the bill came worst. They gave me the same explanation, but they want me to pay all the money and pay an additional fee for they to set up my account with the plan I have had for three years. I closed the account because they did not give me any clear explanation of who was tampering with my account information and what and because I fill I have the right of not pay any mistake, error or change not authorized by myself as owner of the account.

Lavette of Penn Hils, PA August 25, 2009

I order the Verizon Security Suite in January for 1.99 per month until June 2009. Then in June 2009 it was to be 5.99 per month. Then in July, my computer kept telling me I didn't have the Security Suite and it was trying to let a virus on. I downloaded it again and a week later, told me I was paying for 5 Security Suites with only one computer. I contacted Customer Service last week (week of August 17th) and they uninstalled Security Suite and Reinstalled and assured me that I wouldn't be charged addtional for this. On August 24th, I check my bill and noticed that I was being charged 3x 5.99 per month for 1 Security Suite.

I called and she stated she was taking all but one off. When I got home, my computer again was saying that I didnt' have the security suite and was trying again to let a virus through. I called Customer Service (Tech Support) who was quickly trying to pass me off to Billing. He was not helpful nor did want to deal with the issue. He finally decided it was out of his hands and transferred me over to Billing, but guess what they were closed. How does a Customer Service Agent work for Verizon not know that another department is open. I put blame on Verizon for this virus affecting my computer. I order the Security Suite in January and there should have been no reason it was taken off, nor any reason why I was being charged 3-5 times per month for 1 service. In the Past 2 years I have had nothing but problems with Verizon and I want to switch back to Direct TV where I nevered experienced these problems.

April of devon, PA August 22, 2009

Ever since I purchased verizon's bundle I've had nothing but problems. What led me to write my complaint is because of my last telephone call with "Non-Technical Support", I say that because the answer to every problem is resetting the darn cable box. I sad to know that this is what they come up with for the 8th time, oh and yes the cable works for a while until a month later and were back to square one. I must admit I was very upset this last time when talking to a Tech. Rep. but think about it, I call verizon and an automated message comes on saying there are a FEW channels not working but they should be back up and running by 10:00pm and I made the phone call at 10:45AM. So I wait on the line for LIVE PERSON which took an hour (Im not going to go there right now)Im getting very annoyed because I was holding for such a long time on the phone. So by the time the the Tech. answered my call she just apologized like they always do and told me that she would send a new cable box, now this is the 8th time that I called them THIS year, so I asked would my account be credited and you know what they told me, we would be credited for the bad cable box, oooooh and since its only 4.99 a month they will credit me 1 whole dollar for the inconvenience. HA HA HA and then when I asked her was she joking the rep said you have a nice day and disconnected my phone call. Well now I see why that old lady when to the cable headquarters and went postal, cause OBVIOUSLY verizon doesnt care what there reps do, nor do they care about great customer service. A dollar they can keep their darn DOLLAR I'M RENTING MOVIES FROM NOW ON.

Anne of Monroe, NJ August 19, 2009

Having trouble with the fios bundle billing.They keep saying Fios internet billing is delayed and blame it on a computer glitch.I do not want to receive a several hundred dollar bill in a few months.

Stan of Waldwick, NJ August 15, 2009

They continuall enew my contract without my authorization and despite the fact that I tell them not to. I am now being charged an early termination fee of 179 even though my contract has not been renewed by me for years. Aggravation and arguing on the phone with them. emotional distress.

Joe of Columbus, NJ August 15, 2009

I have been bugged and bugged by Verizon to the point of harrasment from Verizon to order FIOS. I am a retired Employee who was forced to retire. I have called and called the business office I dont know how many times to stop it. They said they would but I am still getting them. Yesterday I had someone knock on the door asking me. I while ago another person stopped by. I told him no and that I wanted this to stop. He said that he could stop people coming from the house but not the mail.

Well when this person came yesterday I told him I was a formal employee and he said "so I am a Current employee". I told him I was going to report this and je just had this smirk on his face. As he was walking down the steps he said " well I guess you dont want FIOS then". I am trying to figure out why they forced me into retirement when they have jerks like this working for them. I know they are cheaper workers, but the money they are spending in advertising could keep some of us working.

Lih of Morristown, NJ August 4, 2009

Where do I begin? I have not had any one good, successful contact with Verizon. I am beginning to think they are simply liars who will do anything to hook any customer and then just leaving them out to dry. Let me go down the long list........ we ordered FIOs, but got Direct TV instead. We were offered free movies, but keep getting charged for it. Installation is scheduled, but no one shows up - but we are told someone is coming - and then we are told our name is not on the list after all. They cut off our long distance phone service without any notification - all because we talk too much that month - and even though they receive a full payment for that month's bill right on time - and takes them a year to find out there is still a block on the phone line and that they still haven't removed it - after 10 phone calls from me.

They promise free movies when their own customer service reps don't know about the promotion and say I can't have it. I ordered international calls but never got the service added - oh but I am told it's in the system. I get customer service reps. who say they'll call me back but never do. Another chews on her lunch when she is talking to me. One person says things work this way and the other person says no. I don't know what to say anymore about Verizon, except that they should be shut down. The way they "provide service" is totally totally ridiculous !!!

Jenifer of Covina , CA August 3, 2009

I truly do not know where to begin. Until recently my husband and I had been long time, satisfied, Verizon customers, this is no longer the case. Our complaint dates back to December, 2008 when we changed our regular phone service and Direct TV to Verizon FIOS. This was the beginning of the end.

Over the course of the past 7 months, I have spoken to over 20 representatives. NONE of which have been capable of the following: 1. Correcting the billing issue with my account, which was originally a Verizon error.  a disconnect order was initiated by someone within the company; without notice my phone was disconnected  it took several emails and calls to simply find an representative who could figure out why the phone had been disconnected  a new account was generated for my phone, WITHOUT being notified of ANY changes.  services were being billed erratically, varying from month to month; some services on our original account, while others on the erroneous new account

2. Following through with guarantees such as:  Returning phone calls (Cassie W, the most recent, promised a call by 07/24/2009 with corrections for the problems stated above. As of 08/03/2009, no call has been received.)  Sending duplicate statements  Eliminating erroneous charges  Ensuring accurate billing

As teachers, my husband and I are both fully aware that errors occur and not all errors are corrected easily, therefore we have displayed an unnecessary amount of understanding towards each representative we have spoken with. As consumers, we understand that there is often a process which must be followed in order for errors to be rectified. However, we are not simple minded people, who are going to continue to allow our rights to accurate billing to be trampled.

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