lbayjr
join:2004-10-15
Worcester, MA
edit:
May 2nd, @04:36PM
| [northeast] FIOS Billing Nightmare!
I had Verizon DSL for three years. Was pretty happy with it. Not too many problems. When I called to renew my plan last year the representative told me they could offer now me my same telephone and internet plan on FIOS for the same price. I told her I was pretty happy with DSL. She said the internet would be a little faster and my phone would be crystal clear so I agreed. She said It would be a twelve month plan and then I could renew it every year.
Three months later the bill was $28 higher. So I called and they said it was only a three month promotion. However they said they would make a note and give me credit and my rate would remain the same for the remainder of the 12 months. The next month the bill was even higher. So I called again. Then the representative told me I could get the freedom package for the same price. Reluctantly, I agreed.
The next month the bill was still way over what it was supposed to be. I called again. They promised me they would resolve the problem for good.
Today I get a notice in the mail telling me they can not give me the rate they promised because they are already giving me a discount.
What the heck is going on with this company! I just want the service I was getitng with DSL and copper phone line. Every time I call the person I talk to tells me they have no idea what the last person did to my account. They seem to have a system where they bill you then subtract all these little discounts to arrive at a balance. The bill is impossible to understand.
I'm just about ready to get rid of verizon all together. I can't spend 2-3 hours a month on hold and being transferred all over the company trying to resolve this never ending perpetual problem.
Help!!! |
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Technogeez
Misanthropic curmudgeon
Premium
join:2007-01-20
Brandon, FL
 ·Verizon FIOS
edit:
May 3rd, @08:24AM
| Sounds like you'd be happier just dropping all your Verizon services and going with a cable provider and/or wireless phone company to serve your telecommunications needs. Good luck, and thanks for posting your horror story!
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Read your contract and TOS before signing anything. |
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John W
join:2007-08-05
Springfield, VA
| reply to Technogeez
Re: [northeast] FIOS Billing Nightmare!
I know it is the style now to brush off people with complaints, and say, “drop Verizon, be happy…” but the simple fact is Verizon has a terrific problem with their business office and its billing service. Numerous customers have had agonizing experiences just trying to get what they were promised when they signed up. Why should someone have to go through the hassle of changing providers? Verizon made the promises; why shouldn’t they go through the hassle of getting the billing straight? Have we become so accepting of the horrible service (from the business side of Verizon) that we should tell people to just accept it or change providers? |
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fdeitz2
join:2001-05-18
Manassas, VA
clubs:
| I have been fighting their billing service and it is useless. I switched to FIOS from Verizon DSL back in early March and as of the latest bill, dated 4/25 - am still getting billed for DSL in the amount of $34.95/month. The bill is for the month in advance so really this is for 4/25 - 5/24 or something like that. I call billing and each time (well, most of the time) they tell me the DSL billing will stop, but it hasn't. Some times, they actually have the nerve to tell me that the DSL billing is correct.
I'm getting fairly disgusted with even something as simple as stopping the DSL service billing the date FIOS became active on my account. Calling their billing people (who apparently are from India as they all have accents from there) is useless. I'm at loss as to what to do to get this fixed. By now they owe me at least $100 for the overbilling, and it shows no signs of stopping. |
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Xidus
join:2002-03-05 | reply to lbayjr
Is there any way to make them stick to what they promise you over the phone? Do we have to resort to recording the calls ourselves? Do we have to ask for everything in writing or what? |
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More Fiber
Premium
join:2005-09-26
West Chester, PA
 ·Bay Area Internet ..
| reply to fdeitz2
said by fdeitz2  :I'm at loss as to what to do to get this fixed. By now they owe me at least $100 for the overbilling, and it shows no signs of stopping. File a complaint with your state PUC or Dept. of Consumer Affairs. They may not get it resolved quickly, but they WILL get it resolved. It's also the only way I know to put pressure on VZ to fix their systems.
Here the link for Virginia:
»www.vdacs.virginia.gov/consumers/index.shtml
Just mention "fradulent billing practices". |
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rocky01
Premium
join:2002-04-24
NE
edit:
May 4th, @10:00PM
| reply to lbayjr
This is just in case you've been dealing with FIOS or VZ online only -- if you are VZ telephone customer, call your *local* telephone office. |
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noping
a network cable is unplugged
Premium
join:2007-01-09
West Chester, PA
·Verizon FIOS
| reply to More Fiber
said by More Fiber :It's also the only way I know to put pressure on VZ to fix their systems. PUC is generally useless when it comes to solving problems. Take my word on this, I know.
1-800-483-7988, option three. |
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Gary A
join:2008-03-02
Odessa, FL | reply to noping
Re: [northeast] FIOS Billing Nightmare!
Contacting the Florida PSC for my billing problem worked for me: »messed up my first bill |
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More Fiber
Premium
join:2005-09-26
West Chester, PA
·Bay Area Internet ..
| reply to noping
said by noping :PUC is generally useless when it comes to solving problems. Take my word on this, I know. I've had good luck with the PA PUC. I didn't say it was a quick solution, but they are PERSISTENT when it comes to getting VZ to fix something. In my case it took 6 months, but it DID get resolved, and I did not have to spend hours on the phone on hold with VZ following up. |
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Technogeez
Misanthropic curmudgeon
Premium
join:2007-01-20
Brandon, FL
·Verizon FIOS
edit:
May 6th, @12:28PM
| reply to John W
Well, take my point that I'm a happy FiOS customer. I can empathize with those who are having bad install/billing experiences. But I'm not experiencing any of that, so when someone presents a horror story and says in their post that they're just about to drop it/give up/move on, I certainly won't argue with them about their judgement. I know that if I were to experience those kinds of issues, I wouldn't have hung on as long as OP did. I'd have told Verizon to come back when they have a mature product.
Some posters have turned their (let's face it) minor problems into martyrdom stories by stridently whining about the issues they've encountered in trying to get FiOS installed, hardly a life-or-death event. Besides, it's the nature of complaints. How many people post "I've had another month of problem-free billing, rock-solid internet, crystal clear phone and eye-popping TV picture quality" every month?
I'd consider starting that thread myself, but I don't need the grief.
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Read your contract and TOS before signing anything. |
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jgantert
join:2004-06-02
Columbia, MD
| reply to lbayjr
I feel for you! I went thru 6 months of billing hell with FiOS TV. Finally fixed it a few months ago. Now my FiOS Internet rates are going up (from 45 to 50). I'm hoping they get it right and I don't have to go thru that hassle all over again.
Their product is really good, but their billing system is a nightmare. Its a tough call to weigh the hassle of dealing with the billing nightmare every month vs the quality of the service.
Be careful tho, once they send your account to collections, you need to get the billing issues resolved ASAP or they will shut off your account!
-John |
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fpmc
@verizon.net | reply to lbayjr
I feel ya, I spent 3 months on the phone, it is useless, the only way to get a response is by e-mail. Go to Verizon Central, click on support billing and fill out the form, they e-mailed me back the next day both times and removed the charges. |
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