old_wiz_60
join:2005-06-03
Bedford, MA
 ·Verizon FIOS
| Verizon Billing problems UNFIXABLE
I have been struggling with Verizon billing for three months now, and they are STILL unable/unwilling to fix it. Even though I signed what I thought was a CONTRACT with Verizon for 2 years service, they still are trying to raise the prices for me. The FIOS internet service, for example, used to be $39.95 less a $5.00 bundle discount, now Verizon bils $42.95with NO discount. Every time I call, the apologize and "promise" to fix it, but every month the bill is wrong AGAIN. We were supposed to get a discount for TRIPLE plan, which on the last correct bill was $16.98, now it is down to $5.00. It seems the only option left is to file a formal complaint with Public Utilites, since Verizon is unwilling to fix it. And to think I though a contract meant anything to Verizon! My monthly bill should be $141, yet Verizon billed me this month for $169. Is there ANY way to get this fixed or should I just give up try to cancel the servic? |
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birdfeedr
Premium,MVM
join:2001-08-11
Warwick, RI
·Verizon FIOS
| said by old_wiz_60  :It seems the only option left is to file a formal complaint with Public Utilites, since Verizon is unwilling to fix it. I thought you were going to do that last month, and the month before.
So what did they do those previous months, issue credits to bring the monthly down to $141?
Was it ever right? Make the formal complaint, that will get your problem to executive resolution.
Good luck. |
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old_wiz_60
join:2005-06-03
Bedford, MA | They did bring it back down to $141 both months. I'm just tired of having to do it every month. |
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More Fiber
Premium,MVM
join:2005-09-26
West Chester, PA
 ·Bay Area Internet ..
| reply to old_wiz_60
said by old_wiz_60 :Is there ANY way to get this fixed or should I just give up try to cancel the service? I second filing a complaint with the PUC.
If you cancel, they will bill you for an Early Termination Fee (ETF). Just try and get that removed.  |
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hofs1
join:2007-10-12
Little Falls, NJ
| Go the Board Public Utilities route it worked wonders here in NJ for me 8 months billing mess then 1 online BPU complaint and VZ is calling me to fix my account!!! took 2 billing cycles for my rep to get it all fixed and its been correct 2-3 billing cycles now. |
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Lee GWB
Yaco
Premium
join:2001-10-13
Allendale, NJ
·Verizon Online DSL
| reply to old_wiz_60
Hi,
For almost 2 years they never hardly ever got the billing right. I may have paid in full 4 months. Last month I received more refunds.
My point is you must complain and ask for credits. You, as I have more important things to do than to be on hold for 1/2 hour +.It goes on months at at a time.
Thx |
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Claude M
join:2008-01-22
Oradell, NJ
| reply to old_wiz_60
What's your pain threshold? My limit was reached after they locked me out of the internet because they could not figure out how to bill my CC for internet. They were billing TV service on the CC fine, but internet too was too much to ask. I gave up after being down one week, had to call work and tell them I'm on vacation cause I work from home. So if you can handle the pain and the hours on the phone, stay with them. If not, cut your losses and cancel. Good luck canceling too, that was a nightmare as well for me. These people are beyond incompetent. |
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sixspeedlt1
join:2004-03-30
Ellicott City, MD
| reply to old_wiz_60
I've been trying to get my billing corrected for over a month. Thanks for the tip on the Public Service Commission. I called Verizon and said I'd be filing a complaint and they quickly offered to transfer me to 'an expert'. So I'll give them a bit more time. My original ticket was closed because 'no one responded to it'. |
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dealing3000
join:2001-06-14
Chatham, NJ
·Verizon FIOS
| reply to old_wiz_60
Just switch back to another provider. I was so fed up with their billing issues that after 6 months of being on the phone with them constantly I just gave up and switch back to Cablevision. My total price for internet and cable went down a good amount from my FIOS price and CV even paid for half my ETF. The other half will be more than made up in the first month. There is only so much a man can take. I would call Verizon and they would transfer me back and forth. I would finally get through to someone and explain my situation and they would say "you are located in New Jersey, Oh that's why I can't see your account, let me transfer you to NJ" and then another 45 minutes on hold.
Never again. I am free! |
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jchuan83388
join:2003-08-30
Camarillo, CA
| reply to old_wiz_60
I have been somewhat active in this forum in the past and have wholeheartedly supported Verizon FIOS even writing a review about it for BBR. I have been a FIOS evangelist to friends and neighbors for the past few years...but Verizon continued to let me down with regards to their billing mistakes.
Without going into a lot of detail, I just canceled television and phone service with them last week and went back to DirecTV and now use Vonage for phone service. Verizon needs to fix these billing issues or they will continue to lose valuable customers - unfortunate, since they offer a somewhat superior product. |
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JohnBT
@virginia.gov
| reply to old_wiz_60
" struggling with Verizon billing for three months "
Welcome.
I have been calling every month since January to get something fixed. I say fixed, but nothing is ever really fixed. I get a credit, but no fix.
This week my call resulted in a $10 credit and a confirmation number for what he promised will be 12 more months of a $10 per month credit. I'll believe it when I see it.
I feel sorry for the customers and the billing department folks. Who in the world set up their IT system? |
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old_wiz_60
join:2005-06-03
Bedford, MA | reply to old_wiz_60
The billing system at Verizon is a legacy of junk cobbled together. Goodness, it might even be written in COBOL. We're going to try a formal letter to Verizon first, then Mass Department of Telecommunications. |
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hofs1
join:2007-10-12
Little Falls, NJ
| reply to dealing3000
said by dealing3000 :Just switch back to another provider. I was so fed up with their billing issues that after 6 months of being on the phone with them constantly I just gave up and switch back to Cablevision. Never again. I am free! You maybe free but going back to CV will never be an option for me never again will i have the CV tech tell me "its really not too bad a picture just a little speckling and snow"
Just my Opinion but i did just check recently what deal i could get with CV for the same exact features i have with Fios and CV came to $35 more than i pay now. Odd |
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Peterock56
@rr.com
| reply to old_wiz_60
I had the same issues with VZ billing - they kept messing up my bill and adding on other fees - then having to wait hours on the phone and go through a gammett of transfers only to be cutoff!!! I finally cancelled them a few days ago and went back to RoadRunner! I am free of the incompetent techs and reps!!! YEA!!! Not worht the slightly faster speeds - not even close! |
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majicman
join:2008-05-13
Pittsburgh, PA | reply to old_wiz_60
I messaged you - possible solution.  |
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old_wiz_60
join:2005-06-03
Bedford, MA
·Verizon FIOS
| reply to old_wiz_60
We prepared a complaint to department of Telecommunications (the mass public utilities) and they tell you to complain to the provider. We finally got ahold of a supervisor who agreed that they couldn't fix the billing (surprise?) and entered a new triple freedom plan and promised to price it the same. Unfortunately I now found out that the new plan is for ONE year, so the TWO year contract we signed with Verizon on November 2007 will run for less than two years. Verizon is so good at NOT helping customers! We will now do a formal complaint to the department of telecommunications charging the with breach of contract. We haven't seen next month's bill yet, and expect high charges while they 'change' the plan, meaning they will do 'partial month' billing on the old plan and 'partial month' billing on the new plan, which will probably be close to $ 200 since partial months are not prorated very accurately. There seems to be no way out of this - Verizon simply will NOT honor their agreements and simply cannot or will not bother to fix their terrible billing system. I simply cannot understand why Verizon goes to all the trouble go get customers to sign two year agreements and then simply does not keep them. If I tried to get out of the agreement I would be charged early termination fees, but Verizon is free to change it whenever they feel like it. It's even more annoying that we were quite happy with Comcast for cable (it was reliable, gave us what we wanted, and the cost was reasonable) and Verizon for phone/internet, but changed ONLY to save money, and now it's NOT saving us money like they promised. One should NEVER trust promises/contracts from companies like Verizon. |
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JohnA
Premium
join:2003-09-16
Pittsburgh, PA
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You will not get this resolved without downtime without driving it to the Executive level in Verizon. CSRs and their supervisors do not have authority or access to your records at a deep enough level to correct this problem without downtime and possibly more billing issues or delayed credits.
Apparently you think you should just post and wait for some one to come along with a solution. It's helpful to read at least the threads dealing with the same issue.
I got my contact to get an executive complaint submitted from a post by majicman. There are other options such as executive customer relations that have been posted here while your various threads have run.
I had a local CSR and her supervisor work my triple play billing issue for 3 months. They couldn't solve it, and knew better than to go the disconnect/reconnect issue. Within 1 month after my executive complaint was submitted, it was solved and credit issued and showed up on the next bill. |
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jfoj
join:2005-05-06
Mclean, VA
| reply to old_wiz_60
Good luck with this issue.
The problem is Verizon is heavily database driven and most billing issues have to do with how orders were placed and/or how changes were made to an existing account.
At the end of the day the average CSR has does not have the global view and/or understanding on how the large automated database works.
It usually takes an old timer and/or someone within Verizon that knows how the billing system works to either work around the problem by playing outside the sandbox or finding the key person that has the authority to override the software in some location. The problem is usually if something is overridden in an incorrect way, if any change is ever made to the account there is a possibility that a new problem will pop up at a later date.
Case in point, I have a Verizon wireless account. I have a smart phone, however, I do not subscribe to a data plan on this phone. Anytime I make any changes to my wireless account, the software by default adds the basic data plan to my service. Seems that some genius that wrote the software could not conceive of a person having a smart phone and not subscribing to a data service!! I do not need a data service that costs more than my home Internet service and I am almost always within range of a wifi hotspot so I have no need for a data plan.
jfoj |
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old_wiz_60
join:2005-06-03
Bedford, MA
·Verizon FIOS
| reply to old_wiz_60
Update. Verizon now tells me that despite the fact that we had a TWO year contract, they no longer offer a two year contract, only a one year contract. Therefore we cannot get the two year contract back. I have decided that Verizon is not going to help me, so I've copied all the correspondence and am sending it to the Mass Department of Telecommunications and Energy with a formal complaint. Hopefully, they will be able to get Verizon to honor their agreement, although the Customer Service Reps and Supervisors tell me it can't be done. |
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Claude M
join:2008-01-22
Oradell, NJ
| reply to old_wiz_60
I salute you, I gave up on them after a couple of weeks of pain. There's no service in the world (for me now) that I would go out of my way like this of having. In the end, they still get your money, even if you force them to do the right thing. They don't deserve loyal customers for the way they treated me and others. My company fights tooth and nail for every customer we have. We do whatever it takes to keep a customer and make sure they are happy. Vz could care less about a customer once they have the service. |
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