New Reviewer

Bait and Switch!!!

FIOS, RE: Dishonest Customer Service Reps This letter is in complaint to an attempt to cancel Verizon FIOS services. It has not yet been forwarded to the Maryland ethics commission, or State Attorney Generals Office for illegal bait and switch tactics, as I would first like to bring it to Verizons attention and allow the opportunity for a response. The call initially was to cancel Verizon FIOS services at the end of my contract due to prices increasing. However the representative told me that she would renew the contract for the same, or less than what I was currently paying. Because this would resolve the reason for my cancellation I agreed. I quite specifically asked if the price would remain the same for months 2 - 24 and she stated it would - twice. While on the phone and agreeing to the terms and conditions I noticed the Verizon FIOS email which painted a very different picture. I was lied to and upset, and asked to speak to a supervisor. The supervisor, Z711385, came on the line and began to assist. I explained my situation and asked what the final bill would be, he stated that months 3-24 would be an increase, however stated that it would still be less than what I was paying now. Again I agreed to go forward, but I asked specifically, twice, that the rate would be locked in. He stated it was explicitly. I specifically asked that month 24 would be the same as month 6, and he stated this was correct. I inquired if he could send me something to that affect in writing and he stated he could not. I inquired how I would know that it would be locked when the email I was sent stated that the price would go up $55/mo from the 13th month, as it shows only a 12 month discount but a 24 month contract. Then he quickly changed his story and stated actually prices would go up. I asked him to cancel immediately, and he told me he "wasn't able to cancel" until March 23rd, 2015 when my services were up. He was obviously lying, but that's another point. I expect this to be investigated, and for someone to follow-up regarding this matter. It is absolutely unacceptable to call Verizon to cancel, and to be given mistruths by two separate people consecutively, while something else is provided in writing. I was told by the supervisor that the call had been recorded, and I eagerly wait for a reply. Until then, I have requested all Verizon services to be terminated when my most recent contract ends.
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ID
#602440 Review #602440 is a subjective opinion of poster.
Location
Bowie, Maryland
Service
Verizon Phone Service
Reason of review
Pricing issue
Loss
$660
Preferred solution
Let the company propose a solution

Outrageous customer service!

I recently had to travel to Germany for 6 days after my mother’s passing. Right before the trip, I added Verizon’s Global Data plan ($25 per 100 Mb). During my time in Germany, I received one email stating that I will be charged an additional $25 for the next 100 Mb… because I passed the original 100 Mb data allowance. I did not receive any notifications after that. About a week after I returned to the US, I stopped the Global Data plan and went back to my old plan. Verizon then presented me with an outrageous bill of approx. $2600 for that billing cycle. Since then, I have called in multiple times to get this issue resolved. The first time, the representative agreed that a mistake was made and offered me a %25 discount on the bill… although she agreed that Verizon made the mistake. Obviously I refused the discount since the representative agreed that Verizon made the mistake. After then talking to a supervisor, this supervisor also agreed that Verizon made a mistake. Therefore, she then sent a request up the corporate ladder to get a $2510 credit approved. I was told that someone would get in touch with me about a decision. I followed up a few days later myself only to find out that the credit was not approved. Again, I explained to another representative the situation. She also agreed that a mistake was made. She again assured me that she would sent this now a 2nd time up the corporate ladder so that I would receive a $2510 credit. She also assured me that she would personally monitor the activity and someone would call me back with a decision. I never heard anything. I called in a third time to follow up… again to find out the credit was denied. So, now again did I have to explain the entire situation again. This representative insisted that the charges were valid because of delayed charges. He said that Verizon recommends that you do not stop the Global Data plan for 30 days because of delayed charges. I explained to him that this does not really make sense since the data were accrued during my time in Germany when I was on the Global Data plan. Also, there was no mentioning of this possibility of delayed charges when I signed up for the plan. However, he insisted that is was my fault and because I stopped the plan (even though I stopped it after returning to the US), all the delayed charges will be billed as if I was not on the plan. He said that if I had stopped the plan a few days later, I would have been covered. How would I know that Verizon may receive delayed information? Because this did not make sense to me, I asked to speak to a supervisor. The initial rep tried to give me the run-around saying that someone would call me back. However, I insisted that I would hold because I did not receive any calls back during the previous 2 weeks. Surprisingly, a supervisor was then available. She reviewed the case and agreed that Verizon made a mistake and that she would sent the request for a $2510 credit up the corporate ladder for approval (PLEASE NOTE: this is the third time). So, now I am waiting to hear back again. I am not sure what to expect at this point, but this is simply outrageous. I find it outrageous that most of the time I need to speak to a supervisor because the initial reps generally do not seem to understand the issue. Second, it is outrageous that this is now the third time that this is going up the corporate ladder for approval although all supervisors and most reps agree that a mistake was made on Verizon’s behalf. Third, it is outrageous that I never receive a call back when a decision is made. Fourth, it is outrageous that I have spent now a total of approx. 4 hours on the phone having to deal with this issue… most of the time holding. Why is it that a clear mistake on Verizon's part is so difficult to resolve? I had never had this back-and-forth with any other company or service providers. I have been always on time with my payments and have liked Verizon services so far. However, at this point I am extremely disappointed with Verizon’s customer service and could not recommend Verizon.
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ID
#601893 Review #601893 is a subjective opinion of poster.
Location
Los Angeles, California
Service
Verizon Phone Plan
Reason of review
Problems with payment

Verizon Customer Service - TERRIBLE

I had been a customer with Verizon since 2011 and I had a bundle. I went online to check my account and they advertised that I could add phone on my bundle for only $6 extra. So I added it onto my bundle. When the bill came they had charged me an extra $116 not $6. I as being charged FULL PRICE for the services. The associate who added phone had unbundled me and had me paying that price. I called to try to fix the issues and get it reduced down to what it should be. I was tossed off to so many different people. I was told two people would call me back. They never did and I had to keep calling back. My final conversation I wanted to just get rid of the phone because of mis-advertsing and was told I could but my internet would be going up. I asked "why?" and the associate told me that the internet I had wasn't offered and that I was paying a grandfathered in price. I asked if I could get it reversed and go back to what I had and he told me no. That it isn't offered anymore so I'd have to pay extra for the internet they do offer. I cancelled my service right away and will never use them again or recommend them to anyone. They would rather lose a loyal customer of 4 years than fix the problem. They are a complete JOKE! A month before this I had to call about modem problems and internet speed and it took talking to 6 different people to fix that problem. They just don't know what customer service is. They would rather make their customer so frustrated that they leave.
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ID
#601690 Review #601690 is a subjective opinion of poster.
Location
La Quinta, California
Service
Verizon Bundle
Cons
  • Are very sneaky
  • Customer service
Reason of review
Poor customer service
Loss
$250
Preferred solution
Full refund

When you leave Verizon, do so at the very end of your billing cycle. If you'd don't, they will keep your payment in advance from when you first signed on.

When you leave Verizon, do so at the very end of your billing cycle. If you'd don't, they will keep your payment in advance from when you first signed on. Customer service states this is in the agreement contract. Guess I missed this bit. Agreement contract is not written with the consumer in mind, so do read it! Agreement contracts benefit only the business, never the consumer. When you leave Verizon, do so at the very end of your billing cycle. If you'd don't, they will keep your payment in advance from when you first signed on. Customer service states this is in the agreement contract. Guess I missed this bit. Agreement contract is not written with the consumer in mind, so do read it! Agreement contracts benefit only the business, never the consumer.
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ID
#600708 Review #600708 is a subjective opinion of poster.
Cons
  • Poor service
  • Reponse
  • Incompetent customer service
Reason of review
scamming the consumer
Loss
$40
Preferred solution
Full refund

Horrible cable and internet service

Three things I'd like to say about Verizon Fios.... 1. It is really obnoxious how it takes Verizon Fios a week to post a new episode on on-demand when Optimum does it in 24 hours 2. It is also really annoying how Verizon Fios doesn't have certain TV channels, like CW TV, on on-demand. 3. Finally Verizon Fios internet is not fast at all, it is actually quite terrible and very slow. It takes videos forever to load, and most of the time they don't even play! Optimum is honestly way better. If it was up to me, I would still have it.
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ID
#600490 Review #600490 is a subjective opinion of poster.
Location
Mahopac, New York
Service
Verizon Tv Service
Reason of review
Not as described/ advertised

Internet Security Review

Verizon staff suck please be careful before you signed with them, they promise one think and deliver other go with Comcast or other company. I would like to cancel my contract. Btw, internet security sucks and they send you to experts from another country that do not speak english. I had it with them.
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ID
#600319 Review #600319 is a subjective opinion of poster.
Location
Ashburn, Virginia
Reason of review
Bad quality

Secret equiptment charges on upgrade

I was upgrading after two contract renewals. The the ad states the phone is free with a two year contract. The rep that sold me the phones told me my bill would go up about 10.00. i then recieved a bill for 319.22 for three upgrades. The billing stated (service charges) at 40.00 a phone. Is this a bait and switch? My monthly rate will be 151.00. Is this a bait and switch ? I happen to know if you request in writing what your bill will be, they will refuse to send anything. It happened when I upgraded to HD for my new TV. Make sure to make a formal complaint with the BBB, FTC, and your local ATTY generals office. Verizon will send you a contant # to call; and then never answer the phone. they state a (Sheryl S) will be calling in 2-3 days and you can leave a message. They will not call. I am exchangeing the phone to Sprint next Monday. i may move my land line, internet and tv to COX. DO NOT DO BUSINESS WITH THESE PROPLE !!!
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ID
#600120 Review #600120 is a subjective opinion of poster.
Location
Coventry, Rhode Island
Service
Verizon Tv Service
Reason of review
Poor customer service

Broken Tablet and having to still pay Verizon for 2 years

We bought 2 LG tablets from Verizon on 12/23/14. One was used 2 weeks the other less than 1 month. They developed spontaneous screen cracks. LG will not honor the warranty saying there is physical damage. Verizon wants us to continue paying for 2 years or pay a $325 each cancelation fee. How is this fair? Paying all this money for nothing I am still going round and round with LG because they said it happened because they were left on the charger greater than 4 hours and any LG product phone or tablet needs to be charged less than 4 hours. There is no owners instructions in the box it comes in and I saw other complaints about no manuals on LG.com reviews. We will be out close to $1000
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ID
#599263 Review #599263 is a subjective opinion of poster.
Location
New Port Richey, Florida
Cons
  • Reponse
  • Paying high fees for no service
  • Customer service
Reason of review
Warranty issue
Loss
$1000
Preferred solution
Full refund

Verizon=liars, deficient customer service, no accountability, extra charges, nobody cares

They promised me refund on my phone Samsung S5, never got it. They promised me cell phone bill $75 a month. They are charging me $80. I have scheduled auto pay multiple times, they are not applying it and every month trying to charge me late fee. I have spoken with customer service about it multiple times nobody cares. The chat window, they do not respond. They claim they can not send me an e mail with confirmation. They can not send e mail because they do not want to be held accountable. Next thing I am doing is a court.
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ID
#598195 Review #598195 is a subjective opinion of poster.
Location
Cliffside Park, New Jersey
Service
Verizon Phone Service
Cons
  • Not caring
  • Lack of e mail sending option
  • Lack of professionalisim
Reason of review
Poor customer service
Loss
$150
Preferred solution
Full refund

Pinnacle credit services llc "stephans and michaels" i owe nothing to verizon i paid my debts termination fee and all because they do not update there system after 5yrs they mail me a debt i paid !!!

I canceled my service and paid on my bills owed and the cancelation fee and taxes owed from years ago 2010 about and I just get a letter saying I owe the same amount from there creditors which the lady did not give a *** about looking into seeing if I paid or whatever one of the reasons I cannot be a Verizon customer seems they hire dishonest people and if you have people who try and pay off there debts within that year of cancelation or termination its not fair that Verizon creditors try and scam you out of money after years after you paid because they refuse to update there system in a timely fashion I feel that its away to scam people and keep them in some sort of debt if you don't pay attention to your mail, everything is technology so if a person is claiming they paid and can tell u when I must send personal info to the same place trying to short change me I have bills and a family to take care of I feel that is not right and I see that almost every former customer of Verizon that either changes services there info is sent that creditor service to be harassed like we must stay with Verizon for life or we are going to put charges and fees on u and after u pay it we wont notify that it was paid and will try to reach out to u in five years hoping you lost your proof that you paid your debt! rude *** people they don't give a *** and have the worst attitude did not want to here my proof s it states in letter they are supposed to look into any paid debts and update them but it doesn't guarantee an update at a certain time so basically they do nothing and there here tricking people scamming people out of there money repeatedly !im going to have someone pref a family lawyer look into this mess if I cannot find my old paper work its nerve racking when you pay off things and pay bills only to have someone send you a letter after 5years! really?
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ID
#598095 Review #598095 is a subjective opinion of poster.
Location
Cliffside Park, New Jersey
Cons
  • Customer service
  • Reponse
Reason of review
Problems with payment
New Reviewer

Monthly charge

signed on for bundle @ $79.99 currently billed $138.69 diff so called fees etc.and talking to others I can expect it to go up later on. this is false advertising.or better yet robbery.i have 8 children 11 grand ch. and 7 great grand, each with at least 5 friends that's at least 150 who respect my judgement an wont go for Verizon. I know greed is a disease but there are limits and you are becoming a plague.i guess the only thing to do is turn the kids loose on facebook,they all love something to try to change. lets see how far they can go??????
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2 comments
#961961

nothing resolved next bill has total new charges $126.99 woopee that's $11 less than prev. but still not the$79.99 contract signed for.

I see with the over 1000 complaints nothing will be done. who do I switch to ???????

#961954

nothing has changed tried another service and was told Verizon was their carrier in this area. so thy gotcha

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ID
#598088 Review #598088 is a subjective opinion of poster.
Location
Quakertown, Pennsylvania
Cons
  • I can get more channels on antena
Reason of review
Problems with payment

Verizon Internet Service Review

My Internet goes iff for days at a time. Verizon knows this, it us well documented. ..and my cell service is affected by this..I can not get WiFi then in my apartment..so many problems with both
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ID
#597563 Review #597563 is a subjective opinion of poster.
Location
New York, New York
Service
Verizon Internet Service
Reason of review
Bad quality
New Reviewer

Verizon - Phone Service Review from Tracy, California

Verizon accepted a payment on 2/17 and then suspended phone lines on 2/19 without notice. They are going to assess a $20 per line fee to reactivitate. We have been their customers for 8 years and are tired of the "I only care about the mighty dollar attitude" that Verizon lives by. Where's the customer service? Seriously, Verizon can't send a text stating that your line is scheduled to be interrupted? Verizon=Greed
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1 comment
#981512

Verizon resolved this issue after many hours in the phone speaking to many reps. Unfortunate they still keep charging us random fees for no reason international calling for instance when we were in Greece....

Only problem there is that we were never in Greece!

Be good to you customers Verizon, then you will acquire new customers so won't have the need to rip us off. Simple business plan.

ID
#597427 Review #597427 is a subjective opinion of poster.
Location
Tracy, California
Reason of review
Bad quality

Verizon FIOS has poor customer support

After a power outage late Saturday night 2/14/2015 my FIOS services didn't return. Sunday morning I called Verizon customer support and after navigating through the automated phone service and waiting 15 minutes I finally reached a live person. I informed him that all of my services were down and he said "hold on while I check if there is a suspension on the service" I informed him that the power had went out and the service didn't work after. We conducted some initial testing and he stated that a technician would have to come out the earliest would be Tuesday from 7am to 9pm, he couldn't narrow it down due to the workload on the technicians. I took the day off from work and waited all day, I called Verizon around 6:30 pm after I received a automated phone call stating that they have a early appointment available for the following Friday 2/20/2015, they assured me that someone would be there today... no one showed up. I called Verizon back at 9:30 pm and I was told that I needed to call back the next day because their dispatch was closed. When I called Wednesday 2/18/2015 I was informed that they had rescheduled to Thursday at 8am - 10am, I never received a confirmation email or text for this appointment like I had for the Tuesday appointment. The customer representative also stated that a supervisor would call within 20 minutes... the call never came. It's now Thursday, I called Verizon at 8am to confirm the appointment only to find out the they pushed the appointment 1:30 - 2:30pm. I spoke with a "Supervisor" her name was Fallon, she would not provide her full name. I asked her how can I trust that Verizon with follow through now, she said because a supervisor is telling me that the technician will be at my residence between 1:30 - 2:30pm...I guess this means unless you are speaking to a "Supervisor" don't trust what Verizon tells you. I don't have any faith left with Verizon...
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ID
#597373 Review #597373 is a subjective opinion of poster.
Location
Lake Mary, Florida
Pros
  • Tv
  • Internet
Cons
  • Customer service
  • Poor service
Reason of review
Poor customer service

Land line outage

land line outage since Monday 2-2-15, after contacting Verizon actually speaking with a live customer service representative indicating phone needed due to medical emergencies they were flippant stating that many people had an outage but that it would be fixed/operational by Friday 2-13-15 BUT it is not -- tried to contact customer service on their website via live chat, live chat is no way live chat since their was no recognition of what I was writing chat just kept forwarding me to another area within the site to contact. contact Verizon 180*-922-**** and again flippant - yes we know its a medical emergency but will be fixed Wednesday, Feb 18 --- this is T E R R I B L E service to the extreme!
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ID
#594611 Review #594611 is a subjective opinion of poster.
Location
Bronx, New York
Product
Verizon Website
Cons
  • Incompetent customer service
Reason of review
Poor customer service
Preferred solution
FIX THE PHONE & REIMBURSE FOR THE NUMBER OF DAYS NOT OPERATIONAL