Customer service lied to me about what they were giving me

I moved to sarasota end of september contacted Fios . I spoke with a kelly lungs ton and he promise me all sorts of service for 79.99 plus a $300 gift card. Well none of that happened they scheduled me for installation a week later. The installer did his work and I notice I didn't get what was promised with the channels , HBO anything. well we talked and I had kelly's card cause I couldn't get him on the phone. so then I signed and the installer left. Never got Kelly on the phone again. I spoke with another person and they basically told me I'm not entitled to anything else that I got which was bare minimal of what was disgussed
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ID
#594532 Review #594532 is a subjective opinion of poster.
Location
Sarasota, Florida
Product
Verizon Gift Card
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Every single customer representative has zero manners!

I spoke to 10 different people in the customer service department because one of my business number was not working. Every single one of them not only let me finish explain the reason for my call but they are too busy telling me that I am in the wrong department. My explanation only takes 5 seconds to listen "I need my non working number to be redirected to another number". I got transferred 5 times back and forth between trouble ticket department and customer order department and got hung up once in between. I am really not the type of person to complain but Verizon's horrible service really deserve to be known!!! Verizon - If you can not afford to hire happy employees, then you really need to invest your money in your service to have them running.
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ID
#593651 Review #593651 is a subjective opinion of poster.
Location
Long Island City, New York
Reason of review
Poor customer service

Verizon - Technical Support Review from Tampa, Florida

Can't access account online or by phone with out account number, account automatically sent to paperless billing, made multiple phone calls to change settings always reverts back to online and have to call customer service Multiple Times I cant count. They tell me I have to call a different phone number, transfer me to another department, to resolve simple billing questions, make sign in online to get account paid current but always online once signed in pages don't work on my smartphone so I call Verizon again. Time after time call after call to set up account online with technical issues not on my end but Verizon again. The system didn't recognize my account number that was only on I statement to set Up service. No other bills have shown up now account set up on auto bill pay, bills still not coming by paper when called every time I just want my bill so I can see what Verizon is charging me to make my life easy. Bill pay always goes through but answers and customer service resolve always fail. Now bill pay charge me 100$ more this month and no I have to call back twice to have someone answer my simple question. So frustrated worst customer service all the way around from website to telephone customer service support.
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ID
#593514 Review #593514 is a subjective opinion of poster.
Location
Tampa, Florida
Service
Verizon Technical Support
Reason of review
Problems with payment

Software "Update"

You "updated" your *** software and now when I press Favorites ,which took me weeks to program, it shows All Channels. Please don't "upgrade!" without asking if I want it. Aside from internet every other aspect of Fios sucks! Your DVR sucks Your channel lineup sucks (BBC America should be on a basic tier, You have local news for New jersey but not for New York!) Your closed captioning sucks (not enough options) Also, why is it when I shut off the TV for several hours I have to press Menu to resume watchng TV? When I turn the TV on I expect to be watching the channel that was on when I turned it off.
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ID
#593325 Review #593325 is a subjective opinion of poster.
Location
Staten Island, New York
Service
Verizon Bundle
Pros
  • Internet
Cons
  • Have to press menu to watch tv
  • Poor channel lineup
  • Crappy dvr
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Verizon Customer Service

Quality customer service is the luck of the draw. Totally irritating and immensely disappointed when being addressed by unknowledgeable representatives in Financial Services. WORSE is being addressed by an individual not identifying themselves in Customer Care . . . being mostly snide and argumentative. . . . before being placed on hold and the phone call disconnected. Granted, the 3rd time was the charm with a new, accommodating employee who apparently appreciated having a job that was conducted in a business-like manner. In further review of the Verizon corporate structure, there appears to be no direct, verifiable manner to file a legitimate complaint or concern to a responsible individual within the company . . . which can be further disappointing to the Verizon customer or shareholder.
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ID
#592834 Review #592834 is a subjective opinion of poster.
Location
Houston, Texas
Service
Verizon Customer Care
Reason of review
Poor customer service
Preferred solution
Better reliability of the corporate communication process and the ability to be provided quality customer service.
New Reviewer

verizon kept billing me even after I told them I didn't want their service for 7 months

I was on a month to month service contract and when I told Verizon I could no longer pay the 155.00a month service they set me up with a new contract at a price of 81.99. When I got my first bill it was thirty dollars more than that. I decided to cancel my service and get comcast within the 30 days allowed to me to cancel. I spent hours on the phone with verizon trying to cancel my service with them. They just kept sending me emails saying that they wanted to discuss what new items they wanted to give me which I ignored. Exactly one month later I had comcast install their service. Despite that verizon kept on billing me. They billed me for 6 months until my bill was 1008.00. I was so enraged I contacted the Attorney General of Pa. and the response I got was that Verizon never received notification and they still wanted 1008. from me. I will never pay them one cent. This company thinks they can bully anyone and that I will tremble in my shoes at the thought of their omnipotence. They charged me 287 for their equipment which I said I would return as soon as they removed their charges from my bill. As far as I'm concerned someone needs to tell about the lies that Verizon tells. This is why they spend billions on their advertisements- because it's all lies. When you call them , they sound like used car salesmen and each time you call another agent tells you a different amount for their service. Don't trust Verizon period.
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ID
#592700 Review #592700 is a subjective opinion of poster.
Service
Verizon Phone Service
Reason of review
Problems with payment

Appointment confirmed

Appointment for all day Saturday was confirmed. Verizon did not show. When I complained...I was told appointment was really Sunday. I did not make a mistake. They lied. Worse I waited in my home for someone who was NEVER coming. Then I see all sorts of Super Bowl Verizon ads...would have been appropriately spent on Verizon customer support. Such horrible customer care. And I was told by the repair person this is continually a problem because not enough service personnel. As a customer I will remember and when I get. When I get a Chance to vote or choose...I will remember Verizon's terrible customer support.
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ID
#589561 Review #589561 is a subjective opinion of poster.
Location
Springfield, Virginia
Service
Verizon Customer Care
Cons
  • Reponse
  • Poor service
  • Incompetent customer service
Reason of review
Poor customer service
Preferred solution
Verizon has a significant issue with Service ....I reviewed the Internet Evans...you customer service is hated. You need to address this soonest...or you will lose business share and ultimately fail.

Verizon Bundle Package Telephone,Internet, Cell Phone

I renew my agreement with Verizon in October, 2014. They advice my total package would be around $304.00. My bill came in $360.00 plus per month, I called the said They could reduce the cost with more channels for $314.00, I said didn't what they didn't tell me it would lose the channels I normally watch. With in minutes I lost MLB net work and Hallmark channel my wife watches. I was told I could get MLB for $5.00 more which would be $319.00 with taxes per month. I don't need all the movie channels they told me Customer can't select what they want. They have to go with the Verizon package. The bill I received this week is $360.86. I called Verizon was told it 's inflation more than 20%? I'm retired fixed income, my wife health plan increased $75.00 per month and Verizon $60.00 increase per month. Frustrates with Verizon
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ID
#589384 Review #589384 is a subjective opinion of poster.
Location
Wantagh, New York
Service
Verizon Bundle
Cons
  • Reponse
Reason of review
Pricing issue
Loss
$1200
Preferred solution
Price reduction

CUSTOMER SERVICE & TV suck

Anytime we were watching TV for over 10 minutes whatever was on the screen would freeze anywhere from 1-3 minutes. We contacted the technical support team, they came to our house 4x and kept saying "this is so weird" "next time we will try something else".... Its been 7 months and it still hasn't been fixed. Also, their customer support seriously? is it even support..... and why is it if you forget your online password you can't make a new one without knowing your old one, does that make any sense? Hate verizon, but they are better than sucky comcast. They all blow.
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2 comments
#985388

99% of the time. Problems that you speak of.....freezing,picture tiling, channel unavailable are the result of bad coax wiring, bad splitter, loose connectors.

All are the home owners responsibility. I know what I am speaking of due to the fact I have wired house and garage for AC power, video and phone.

Get tired of people blaming Verizon for their own shortfalls. Get off the couch and put together a solid infrastructure and FIOS will run flawlessly as mine has done for years including Quantum TV, data and digital voice

#939024

Seems to me their is a problem with your TV instead of your Verizon hardware.

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ID
#588849 Review #588849 is a subjective opinion of poster.
Location
Upper Marlboro, Maryland
Cons
  • Poor service
  • Incompetent customer service
Reason of review
Bad quality
Preferred solution
Price reduction

Verizon - Internet Service Review from Philadelphia, Pennsylvania

Signed up. After a 9 hr unsuccessful install, I was abandoned. They left all the non functioning boxes and equipment. Never responded to numerous calls. It is now day four. I was promised a tech to remove it all. Still nothing. No service. No Calls. So I canceled everything before any service and they want to BILL me. Outrageous. Guess I have to go to Atty. General office and public utility route. Hate this but no other option from a mute Verizon . Will keep u informed.
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1 comment
#940402

Update. Again promised service.

Day 9. VeriOn has yet to come out after a further call.

Told within 48 hrs. Stilled failed to show.

ID
#588281 Review #588281 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Service
Verizon Internet Service
Reason of review
Bad quality

Monthly charge to pay the Verizon bill disallowed

I had to contact the Corporate office to get my issue resolved with Verizon. In one day I spoke to 8 people.. was hung up on.. told the issue was my fault, almost yelled at, each individual said they didn't deal with the problem and passed me on to somebody else. I spent 3 1/2 hours on the phone.. thank heaven for speaker phones so I could work on other things that were more fun. I've been a Verizon customer - in good standing - for at least 10 years. They have a credit card on file and claim it was rejected when they tried to charge the monthly payment so the system automatically disallowed me to re-enroll in auto pay. It's a credit card I've used, and use almost daily, and it works fine. But.. they insisted it was my problem.. the bank's issue, etc. etc. etc. Anybody but Verizon. Not one person that I spoke with knew how to fix the issue so that I could re-enroll, which I had to do after they locked me out. Not ONE person could figure it out.. two supervisors, and I use that term loosely, included were clueless. I contacted the corporate office and did get a call back the next day. The issue was resolved but I never got the feeling that the person that called really wanted to hear my issues, and didn't feel he had read the email. I suspect it was handed down to him to deal with and it just wasn't all that important to him. He did resolve the issue but I suspect it will happen to others because of ill-trained employees. I asked him what follow-up he would do so this would not happen again. He casually said.. oh.. we'll follow up.. down the line.. and on and on and on.. his words. Yeah, right. So I suspect there will be more screw ups for others. Verizon sure doesn't leave me with a warm fuzzy feeling. Verizon gave me a credit on my next bill. Fine.. but I would rather know that issues can be efficiently handled rather than have Verizon try and pacify me with a few bucks. So, my issue is resolved. But....
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ID
#588000 Review #588000 is a subjective opinion of poster.
Cons
  • Incompetent customer service
Reason of review
Poor customer service

Verizon Account Review

On the phone with another pace of garbage who can't find any info on my account. 5 days and counting to completr an installation
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ID
#587416 Review #587416 is a subjective opinion of poster.
Location
New York, New York
Product
Verizon Account
Reason of review
Poor customer service

Service Installation Review

Most incompetent bunch of techies. They are on their 5th day of installation and still cannot do it. Customer service has a bunch of freaks who don't even speak proper English properly.they should just shut the place down.
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ID
#587404 Review #587404 is a subjective opinion of poster.
Location
New York, New York
Reason of review
Poor customer service
New Reviewer

Verizon - Horrible, and Un-proffesional Customer Service

I have spent a week trying to get a resolution with Verizon wireless, but they refuse to correct their mistake. First the told me I was not eligible for an upgrade. Then after about 1/2 hour and multiple assurances that their was nothing they could do - I told them I was going to cancel my families plan and move it. I then spoke to the "loyalty" group. Who told me immediately that the first group should have processed it as, by policy, the honor the replacement within 30 days (and I was just a few day short). Great not very good service, but it was resolved... Then they sent me the wrong phone. Understand, I had requested the right phone at least five times... Upon calling, another hour, they told me that they could not give me a return authorization on line, but that a supervisor would call me back and that I would receive a return authorization in the mail today. I did not get a call and I did not get a return authorization. So I called, and I was told that I could have printed the form online on _FRIDAY_. Then the told me that there was nothing they could do unless I was willing to allow them to bill a second phone to the account. Which, on principle I am _not_ willing to do. I have been a customer for a _very_ long time and have paid my bill every month. This has become a matter of principle. Today I have been on the phone for at least 2 hours. I have been transferred from department. The credit department will not no bill the phone to the account- because they have billed the other phone, the wrong phone to my account. I have exceeded their standard credit amount for the account. I offered to pay my bill, including the cost of the original phone immediately. But they could not do that... The "loyalty" group told me they were too busy to talk to me. (2x). The customer service supervisors were all "in a meeting". A Mr. Anthony, then told me that he was getting a supervisor - and dumped me into the basic customer service! Repeatedly, I have asked to speak to someone, anyone, who could make a common sense decision...but no one apparently has that ability. Not a single person is empowered or able to take _any_ responsibilty. I am on the phone now - and I will stay on the phone until someone is able to help me or until I estimate that I have cost Verizon at least 10 times the cost of the phone...
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ID
#587033 Review #587033 is a subjective opinion of poster.
Location
Edgartown, Massachusetts
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Correct your mistake. Take responsibility. Provide better customer service. Empower your people. Establish sensible escalation procedures.

We want smooth sailing - Adams Morgan

A few months ago we switched our internet service from Verizon to FIOS. Previously no problems, now are connections do go down every day and return often several hours later. This is also happening to one of our neighbors who with lives within a few 100 years of us. Contact with FIOS so far results in having them reset/reboot (whatever is the proper term). But naturally a few hours later smooth sailing stops and we are back to this maddening cycle. Am wondering if others in Adams Morgan are experiencing this - comparisons with friends in Chevy Chase indicates their FIOS works like a charm. Calls to service have resulted in lengthy delays but no permanent resolution. We live in Adams Morgan DC. Looking for solutions
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ID
#585486 Review #585486 is a subjective opinion of poster.
Location
Princeton, New Jersey
Service
Verizon Internet Service
Reason of review
Not as described/ advertised