pcdebb
RIP dadkins
Premium
join:2000-12-03
Tampa, FL
clubs: 
| I'm good....
I can't say i've had billing issues with them. But in the very beginning when I was data only, it was difficult to pull up my account with no home phone service. They'd try to reference my non-verizon wireless cellphone and always have issues. Since all of my services (minus cellphone) is with them now i havent seen any problems....yet.
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babbling | a time for change... |
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padre44
join:2000-03-10
Powhatan, VA
 ·Comcast
 ·Verizon FIOS
| Ffios billing
After a couple of months and lots of phone calls I finally got Verizon to get my billing correct with all discounts and promotions. The last lady I talked to gave me a 2 month discount on my internet to make up for all the frustration. So, keep after them and they will get it right. |
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ATYinthehouse
@optonline.net
| Corporate pyramid scheme
well verizon pulling the rebate trick
they refund few months later to inflate profits/stock price
with all the money they losing they have to get it somewhere
they keep lost flat or try to as soon they get new custumer they refund the old custurmer who has been waiting for them to fix his billing issues.
sort like Corporate pyramid scheme |
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Jon
Premium
join:2001-01-20
Lisle, IL | Ponzi scheme |
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BabyBear
Keep wise ...with Night-Owl
join:2007-01-11
1 edit | Oh Noes!!!
After reading this story all of the sudden the Facts of Life theme popped into my head and now I can't get it out! ARGH! 
"You take the good, you take you the bad.
You take them both and there you have, The Facts of Life!"
Guess it could be worse, perfect billing of a horrible service?  |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
·Comcast
|  Why billing is screwed up
Most likely the issue is that their billing systems have been outsourced(don't know about Verizon FOR SURE) to some 3rd party(probably overseas). And I have seen 1st hand how this usually works. Verizon system designers(process engineers) and project leaders spec out a system. The specs are written up and then turned over to some outsourcer who hasn't the fainest idea about the business they are writing code for. Language barriers; not enough system testers; poor training on the delivered system all conspire to deliver a system that is frequently obtuse and nearly unusable to the customer service reps.
When the customer service rep inputs some correction for billing, he thinks the job is done. But the system is often so screwed up, the end result is a bill that doesn't go away or reappears at odd moments.
Unfortunately, this is now a common occurrence for US businesses. Especially those who have outsourced their most critical systems to the lowest bid contractor. It is a penny wise, pound foolish way of doing business.
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Ronnie1055
Premium
join:2004-06-25
Carrollton, TX
| Subject got my attention... and laugh..
I will completely agree with that statement... I have had (2) FIOS TV upgrades (Standard STB to HD STB) screwed up because I have two accounts with Verizon... and they cannot seem to get them combined. On both orders I had an appointment date and then they didn't show up... called in and they showed I had requested service... but no record of the order. Just found out this past week why... so yeah.. if their billing was as good as the service... we would all, with FIOS, be smooth sailing.
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My pbase Gallery |
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rds24a
Teach Your Children
Premium
join:2000-12-13
Springboro, OH
clubs: | normal
Sounds just like Verizon Wireless.
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All hail JoePa |
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fiosbigbill
@verizon.net
| Fios Bill
lol, as I am reading this article I just opened by Fios bill and low and behold a 689.99 Charge for 2 set top boxes and router. They say they were never returned to verizon. I guess that is true but why would I return
them if I have to use them for my current Fios Service?
I am a fan of the Fios service but the billing sucks......... |
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tmc8080
join:2004-04-24
Floral Park, NY
| vz better fix these billing errors
Verizon better fix these mysterious billing errors which are showing up on more and more customer's bills before they become FORMER verizon customers. For a company who is supposedly on the 'bleeding edge' of technology, they can't get their billing whammy under lock and key. I originally thought this was a limited problem, but it seems to have annoyed more that a few customers who find it a significant enough of a problem to bring it to a BBR thread. Well, it's about time! Now maybe something will get done about it! |
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DrModem
Premium
join:2006-10-19
USA | Stuff like this normal fare for VZ
I've seen it with landline phone, ISDN, dialup etc etc etc...
they charge for stuff that nots there/been disconnected or overcharge. |
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Lee GWB
Yaco
Premium
join:2001-10-13
Allendale, NJ
 ·Verizon Online DSL
| Yep , Mine bad too
Hi,
I just got a new Bill.. No Discounts, erroneous extras, plus a new install added on. However to be fair Sprint Wireless is bending me over to from a upgrade from Nextel. I got a New Line and four new phones for free. It only cost me $271  I'm working on them too.
Lee |
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TeatherWind
join:2001-08-21
Euless, TX
·AT&T U-Verse
|  reply to TKJunkMail
Re: Why billing is screwed up
TCH,
While on one hand I want to agree with you. I think that a lot of companies are starting to fight internally. All of the departments are working to show a profit, so while you say out-sourced, I think that you would be amazed at how many companies have internal departments that code systems, that just don't live up to the specs that are required.
Personally, I think that Verizon is also trying to be responsive to what we as consumers want in our billing and our products, and they have to many marketing people trying to push products out the door without getting buy in from supporting departments.(Billing, Tech Support, Provisioning and the like) I have seen that many times, marketing just simply doesn't understand what other groups within the company do, or they really could care less.
I know my marketing folks could care less if they can bill a product, they only want to know how they can get it out to the market, as quickly as possible.
Verizon only leads with Fiber, it seems that half the time they are playing catch up with Cable companies. Take the mentioned Bundles, for example. |
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smokythebear
join:2004-07-13
30881
clubs:
| reply to TKJunkMail
My understanding is that because of the numerous different services that verizon offers and because of the nature of the company structure (i.e. Since verizon is made up of numerous small companies) their billing divisions are completely different. For example, on my monthly bill, I receive three different parts, one from the FIOS TV division, then one from the FIOS data division, and one from the phone part. Then you gotta figure too that the billing with DSL is a whole different matter, and if I had a different phone service then it would be a whole different department.
The good thing though is that they have set up the "special call centers" so at least it is a step in the right direction. But as the article mentions, if there is an unresolved issue, it does become a pain. |
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flashcore
join:2007-01-23
Lutherville Timonium, MD
| My experence
Ive had FiOS TV/Internet/Phone for about 5 months now. In that time I have had to call to have my bill corrected or have some service issue attempted to be fixed at least once a month.
Two weeks after I have FiOS TV installed I start loosing all of the local TV stations 2-49 on every STB, the channels worked fine without using a STB and their HD equivalents worked fine as well. This problem occurred every night beginning right around or in the middle of prime-time and lasted until sometime early the next morning. This went on for 2 months and their FSC could not do a dam thing to fix it except for send tech after tech out when the problem was not occurring. The only reason it finally got fixed was due to a call I placed to the local area manager, I had his number from back when I was having DSL issues. He had the problem diagnosed in about a day (It was a bad PON card) it took about a week after that to have it replaced because they had to order the part to fix it but at least he got it resolved which is more then I can say for the FSC.
The first bill I received was 2 months after I subscribed to FiOS it looked fine well except they promised me credit for 2 months of free TV service for the hassle of not having any of the local TV channels.
The 3rd month came along and there was proper credits applied to that bill except for not having the proper discounts applied to it, then there was the fact that one DVR lost its activation due to there billing problems, FSC sent a tech out and it only took him 5 minutes to call a Network Tech and have it re-activated.
The 4th month rolled along and after upgrading one of my 2 DVRs to a multi-room DVR during the 3rd month I ended up with a $19.99 extra outlet charge and ended up still paying for the DVR that I upgraded to the multi-room DVR, and agian the second non-multi-room DVR had once agian lost its activation due to there billing problems, this was the first month I talked to a decent FSC support person, after I told him what happened with the box in the past and what was done to resolve it he told me he would call the network techs and have them fix it and resolve the issue for good and call me back, this was I think the only time a FSC person returned my call and a problem was actually resolved properly.
Finally this months bill came and it is correct for now and the DVR that was loosing its activation is still working, I wont be holding my breath on next months bill i am sure they will find some way to mess it up when they roll out the new guide.
I still do not know if the hell I have been put through with Verizon's billing and for the most part worthless FSC personnel was worth it but at least I was finally able to tell Comcast where they could stick there crappy service. I guess this is the price you pay for new technology and being the first person in the area to have the service. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
·Sprint Mobile Broa..
·Comcast
| reply to TeatherWind
Re: Why billing is screwed up
said by TeatherWind  : Personally, I think that Verizon is also trying to be responsive to what we as consumers want in our billing and our products, and they have to many marketing people trying to push products out the door without getting buy in from supporting departments.(Billing, Tech Support, Provisioning and the like) I have seen that many times, marketing just simply doesn't understand what other groups within the company do, or they really could care less. I know my marketing folks could care less if they can bill a product, they only want to know how they can get it out to the market, as quickly as possible. That brings to mind 2 Dilbert cartoons I remember. The battles between marketing and engineering.
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Internet News
My BLOG
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waldoooo
join:2001-12-15
Blue Island, IL | sounds like FIOS billing is no different than their Wireless
why should their FIOS department be any different than their Wireless billing. Their wireless performs great but we have had some extra charges removed a couple times in the last year. |
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n2jtx
join:2001-01-13
Glen Head, NY
·Optimum Online
| How about the reverse?
Is anybody getting charged less than they were supposed to? No, I didn't think so. Just like errors with the scanners at the supermarket are usually in the stores favor, not the customer.
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I support the right to keep and arm bears. |
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DCXC
@verizon.net
| I've been having problems for 8 months...
I went to the VA attorney general and the BBB, and finally, when I went to the Consumerist, Verizon finally got it's feet moving and is now calling me back multiple times and restoring my services.
»consumerist.com/consumer/can-you···7336.php
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RIRWIN1983
join:2005-08-30
Columbus, OH
·RoadRunner Cable
| reply to smokythebear
Re: Why billing is screwed up
There are no "special call centers" all it is a normal call center that has a few rows of reps who primarly answer calls for certan products and are trained as such. I worked for the DSL side and thats how it was at our center, there was 2 rows for mac support, and 2 rows for the msn software that came with dsl. we all were trained on the dsl stuff, those 2 sets of rows just got extra traning on either mac or msn. |
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