Verizon Insider Leaks Extent Of FiOS Billing Issues Billing errors, poorly trained reps, credit crackdown... Yesterday we were discussing how while Verizon deserves high marks for their FiOS service, their billing and support for the speedy fiber service still needs some work. A Verizon insider has leaked information to the Consumerist that documents just how bad the billing mistakes have been. The employee says the company frequently advertises promotions before they're supposed to, sends promotions intended only for new customers to existing ones, incorrectly lists prices and promotion dates (which we've discussed), and fails to train billing support reps properly. On customers not getting proper bundle discounts (which we've also been discussing since last year): What happens if you are promised a price, and then your bill doesn't reflect that price? Shouldn't you get credit that month? Not according to Verizon. Employees were told to refuse to credit these charges because the discount, once applied, would last for 12 months. You would get your discount in months 2-13 rather then 1-12. Or 3-14 or 4-15, whenever we finally got it right. So your discount was deffered because of our inability to properly process the discount. Service reps who did credit customers in the 1st or 2nd month were called "offenders" in one email inadvertently sent to everyone. The employee goes on to dish information on Verizon's problems with their free HDTV promotion. While Verizon PR insisted the problem only impacted a "handful" of customers, the leaker says 30,000 users were actually impacted. He goes on to state that Verizon has been forced to dole out twice the customer credits they did a year ago in order to compensate for the company's poor billing systems. Now, they're cracking down on credit: At a time when we are screwing up like never before, Verizon has decided: no more credit. That's right: we screw up, but you still have to pay. Service reps used to have the discretion to issue up to $250 of credit without needing to ask permission. Then they started cracking down on the "offenders" and two weeks ago reduced our credit limit to $150 and last week to $50. Today we got an email from our director Erica Kelly saying that "our adjustments are tied to our revenue" so no more credit is to be issued by anyone (including management) for any reason till after March 30th. For what it's worth, Verizon seems to be taking the hint that some serious support reform is needed. Update: Verizon e-mailed us this response to the insider and asked if we'd be willing to post it: The employee who anonymously faxed the “mysterious” letter is doing his or her colleagues a disservice and dishonoring the work that they do on behalf of our customers. It’s more appropriate to cheer for thousands of our customer service representatives who are helping our customers every day.
Even worse, this self-described employee’s letter contains a number of inaccuracies, and readers here should be aware them. For example, we’ve stated publicly that customers who qualified for the free TV under our recent promotion will receive one. We also acknowledged that delivering the set would take some time, and we said that as a part of the promotion.
We’ve also said that we have begun taking new orders from new customers for HD set-top boxes, and we are fulfilling back orders that we placed for some customers who had service installed during our temporary shortage. We have a strong commitment to serving our customers and for making things right when an issue is called to our attention.
Of course, any customer who isn’t getting the service they deserve should contact us, and customer service representatives will work hard on their behalf.
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  DogfatherPremium
join:2007-12-26
Laguna Hills, CA | Verizon has bad customer service? And this is news? Someone actually thinks photons would have fixed that? | |
|  KoolMoeAw ManPremium
join:2001-02-14
Annapolis, MD | No Credit policy? ...no more credit is to be issued by anyone (including management) for any reason till after March 30th.
That's insane. They screwed up my billing but not horribly. Just kept applying the install fee when it was promised to be waived. I'd call, they'd credit it, then it would show up again on the next bill.
Finally got it down to where just $10 of that install fee was recurring and was about to just let it go. But with that above comment, I'll be calling tonight to get that $10 credit back. Tell me it's 'policy to not give any credit' despite the problem being theirs. Sheeeyeah. So why not just mistakenly bill me for HBO, SHO, and whatever else and just keep the money? Maybe I should switch to the cable monopoly instead of the phone monopoly... (ARGH!)
KM
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Don't Lie - Be Kind - Realize your Potential | |
|  | | | Re: No Credit policy? I think you're misinterpreting that no credit thing. If they screwed up your bill they owe you the money - period. The credit being given were credits for service meant to appease extremely unhappy customers, especially those they thought might cancel, and equated to periods of free service(s) IE: We really F-ed up so here's a months free service or Boy we really F-ed up here's two months... that's how I was reading it. | |
| | | | | Re: No Credit policy? Amen, That is exactly how I feel about the situation. | |
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|  tc1uscg
join:2005-03-09
Saint Clair Shores, MI | Funny.. I follow these forums pretty well. Verizon can screw up your billing and "it's ok". You can call them up (about 3 or 4 months in a row and "remind" them that they keep over charging or haven't issued a credit and "it's ok" or "I can live with it".. But the service is great. Now, take a wireless provider or "cable" provider, like Sprint or Comcast and it's "lets burn them at the stake because they keep charging me for picture mail and I cancelled it..." kinda of attitude, even though as far as wireless service or cable tv content, they are tops (at least in my area of WOW, CC and AT&T). I just don't get it. Is there that many idiots out there or am I just missing something where it's ok for one company to screw you over but not for the other(s)? I'm not calling you a idiot koolmoe but the attitude of those thinking it's "ok" for verizon to do this but not for others just blows me away.  | |
| | | KoolMoeAw ManPremium
join:2001-02-14
Annapolis, MD | Re: No Credit policy? Until the end, I wasn't sure your post was meant to be in response to mine at all. I don't really care about you incorrect inference but where did you get the idea I'm ok with VZ screwing up but rant about others?
I really had a hard time moving to FIOS. If my DSL provider's service hadn't been progressively unreliable, as it was, I probably still wouldn't have FIOS. I really, really don't like VZ.
Regardless of the company, sometimes it's just not worth the effort (which I'm sure they count on). Having our incorrect billing reduced from $50 to $10 was good enough for me to just not worry about it anymore. That would apply to VZ or any other company...
I agree with you that it's funny how some folks can give a pass to one company but not to another for essentially the same issue. Heck, I'm probably just as guilty in some cases (If Dominoes doesn't get their pizza here in 30 minutes, I complain. If MomPop shop doesn't, no worries) - but guarantee I don't when it comes to VZ. I'll nail such monopolists as often as I feel it worthwhile.
KM | |
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Ulmo
join:2005-09-22
San Jose, CA Reviews:
 ·SONIC.NET
 ·callwithus
·Vitelity VOIP
| Accountability I'm one of the few people going on record saying if corporations misbill you, you ought to take it out of their bottom line by similarly damaging their physical assets (in the field; not connected to your entity). If enough people did that, then these billing errors simply wouldn't happen.
It doesn't make sense to rely on a government that is too corrupt to protect us in these matters. When government stops using tactics to undermine upstanding citizens, and instead uses their power to only intercede where necessary to keep stability and fairness, then we can wait around for courts to fix these things again. Until that time has come again, it's much more efficient to just execute directly. | |
| |  NyQuil Kid8f The Nyquil Kid
join:2001-01-06
Brick, NJ
1 edit | Re: Accountability Thankfully you are one of the few people to insist upon such a stunningly stupid suggestion about destroying physical assets that don't belong to you.
Unless you're a hypocrite (and I know you are), that means if you are late on your car or house payment, the bank should have the right to destroy your assets - of course, I have no doubt you'll come up with excuse about how that's different from what you suggested.
You have a problem with Verizon or some other company, take it up with the local, state or Federal departments of consumer protection - yell on the phone if needed, but to suggest that destroying equipment is justifiable only serves to demonstrate just how stupid you really are.
[8F] The NyQuil Kid
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[8F] The NyQuil Kid comes into town not looking for trouble...
n00bz gang up, but he ain't seein' double,...
pulls and draws, his deagles two...
n00bz litter the ground you know it's true. | |
| | |  MattAll noise, no signal.Premium
join:2003-07-20
Jamestown, NC
kudos:12 | Re: Accountability said by NyQuil Kid:Thankfully you are one of the few people to insist upon such a stunningly stupid suggestion about destroying physical assets that don't belong to you. Unless you're a hypocrite (and I know you are), that means if you are late on your car or house payment, the bank should have the right to destroy your assets - of course, I have no doubt you'll come up with excuse about how that's different from what you suggested. You have a problem with Verizon or some other company, take it up with the local, state or Federal departments of consumer protection - yell on the phone if needed, but to suggest that destroying equipment is justifiable only serves to demonstrate just how stupid you really are. [8F] The NyQuil Kid Nice! That was exactly what I was thinking, only worded much better.  | |
| | | | | i agree with you. telling people to damage there assets is a stupid thing to do. | |
| | | | | Well ugh if you miss a Car Payment or Forbide a Mortgage payment, they do punish you by letting everyone in the world know you missed a payment and because of this it will drop your credit rating probably by up to 150 points. And these days thats worse than selling off your belongings. | |
| | | | NyQuil Kid8f The Nyquil Kid
join:2001-01-06
Brick, NJ
2 edits | Re: Accountability Looks like we can add another name to the list of morons who agree with the OP; there's a difference between reporting/repo of assets and the willful destruction of assets - it involves a little concept called personal responsibility. You just missed the point because your pea-sized brain can't comprehend it.
[8F] The NyQuil Kid | |
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| | | quote:
I'm one of the few people going on record saying if corporations misbill you, you ought to take it out of their bottom line by similarly damaging their physical assets (in the field; not connected to your entity). If enough people did that, then these billing errors simply wouldn't happen.
One of the few or the only? What good is destroying their equipment going to do? Not only could you face additional fines and/or jail, its not going to fix your bill either. | |
| |  ykronicPremium
join:2006-01-31
Canada | ......wow.
So they bill you incorrectly and you propose going out and destroying their box/node/plant/rip up cable, whatever the company in question that wronged you may have, and knock about 100 other people offline, and you think it's the company that you'd be inconveniencing?
I mean presumably you'd do this anonymously it's not like they're going to piece together them screwing up your bill to the random destruction of their property. Unless you're dumb enough to take credit for it and be charged and fined, which based on your idea I actually don't doubt for a second you could be | |
| | | | I'm fairly sure it was a joke... | |
| | | | Where do you work and what do you do?
Can we execute you directly when you damage physical assets and take your neighbors (perhaps someone with a medical emergency) out of service?
Perhaps you can execute yourself for having the worst idea ever. When you do so, please do not inconvenience anyone else. | |
| |  StreetSpiritThis spot reserved for Xenu.Premium
join:2002-08-13
Roslyn, NY
kudos:3
 ·Optimum Online
·Optimum Voice
·Verizon Online DSL
| said by Ulmo:I'm one of the few people going on record saying if corporations misbill you, you ought to take it out of their bottom line by similarly damaging their physical assets (in the field; not connected to your entity). If enough people did that, then these billing errors simply wouldn't happen. It doesn't make sense to rely on a government that is too corrupt to protect us in these matters. When government stops using tactics to undermine upstanding citizens, and instead uses their power to only intercede where necessary to keep stability and fairness, then we can wait around for courts to fix these things again. Until that time has come again, it's much more efficient to just execute directly. Screw the people who's lives possibly depend on those assets working, eh?
Anarchy at it's best. Unfortunately, it'll be very hard to find stable net connection in your Mad Max world fantasy. | |
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| | would still love to have it! "You would get your discount in months 2-13 rather then 1-12. Or 3-14 or 4-15, whenever we finally got it right"
Not convenient, but there are worse scenarios... | |
| |  PhoenixDown-- Wants FIOSPremium
join:2003-06-08
Fresh Meadows, NY
kudos:1 | Re: would still love to have it! The issue with that scenario (although not the worst) is that it locks you in for an additional two months of service after your 1 year agreement is technically over...
And who wants to argue with a rep that you shouldn't see the latest price increase for another two months because it took that long for your discounts to be applied correctly only to have them say "well gee sir, your install date was on xx/xx/xxxx, a year ago from today". | |
| |  DownTheShoreJust Say No To NewtsPremium
join:2003-12-02
Beautiful NJ
kudos:10 | Just got an offer from Verizon to for their phone service at one of those 12-month discounted rates. In the offer it stated, in small print, that the discount offered wouldn't take effect until approx the third month after signing up because of their processing cycles.
It seems to me that if I'm signing up as a new customer, and my information is being entered into their system, what's the difficulty of establishing the correct monthly rate right from the start?
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Life is simply one damned thing after another. | |
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| | New math? It's interesting that Verizon seems to use the word "credit" as if one were saying "gift", as opposed to the simple well-known accounting term that it is. | |
| | |  Who does their billing?
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| | | | Re: Who does their billing? said by I wonder :
Does anyone know who their billing vendor is? All large Cable and Phone companies use a 3rd party billing platform, so I would assume they do for FiOS too..
Verizon house their billing systems internally.
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Bring back chicken and potato chips - Vote Perot! | |
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 HarleyYacYacoPremium
join:2001-10-13
Allendale, NJ
kudos:1
1 edit | Credit........ Hi,
I am one of VZ's all time favorites in the credit department. Trust me when I tell you the $50.00 is not in place,In fact,they should be here today after 1 PM.
Lee | |
| kd6caeP2p Shouldn't Be A Crime
join:2001-08-27
Palmdale, CA Reviews:
·Vitelity VOIP
 ·AT&T U-Verse
| Why is it so Hard for VZ to provide accurate billing? Here's what I don't get. Why is it that Verizon is having such a hard time making sure a customers bill is no more than what was advertised. Other companies seem to do it just fine. Let's see when I had DSL extreme, I was billed exactly what I was quoted, no more, no less. My usenet provider has been billing me the exact price they advertise for over 4 years now, with no issues! My CallCentric Voice service is billing me the correct amount with no issues. Why can't Verizon do the same! | |
| |  ShamayimI already have a Messiah.Premium
join:2002-09-23 | Re: Why is it so Hard for VZ to provide accurate billing? I recall complaints about Vz's billing practices going on at least since the early days of DSL.
The billing inaccuracies, somehow, are usually in the company's favor.
Deliberate? Dishonest? Unscrupulous?
Or mere coincidence?
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Who is Jesus? and Why it matters (to YOU).
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| | | | | Re: Why is it so Hard for VZ to provide accurate billing? said by Shamayim:I recall complaints about Vz's billing practices going on at least since the early days of DSL. The billing inaccuracies, somehow, are usually in the company's favor. Deliberate? Dishonest? Unscrupulous? Or mere coincidence? Actually, it's Pres. George W. Bush's fault VZ can't bill right. He's also responsible for cancer, 9-11, and anything else Hillary Clinton says. 
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Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl | |
| | | | ShamayimI already have a Messiah.Premium
join:2002-09-23 | Re: Why is it so Hard for VZ to provide accurate billing? said by supergirl:Actually, it's Pres. George W. Bush's fault VZ can't bill right. He's also responsible for cancer, 9-11, and anything else Hillary Clinton says. That's a given, of course!
At my first VZ billing 'mistake' I can recall muttering, "it's Bush's fault" --and he wasn't even president yet 
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Who is Jesus? and Why it matters (to YOU).
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| | | said by kd6cae:Here's what I don't get. Why is it that Verizon is having such a hard time making sure a customers bill is no more than what was advertised. Other companies seem to do it just fine. Let's see when I had DSL extreme, I was billed exactly what I was quoted, no more, no less. My usenet provider has been billing me the exact price they advertise for over 4 years now, with no issues! My CallCentric Voice service is billing me the correct amount with no issues. Why can't Verizon do the same! I have no love for Verizon (GTE), but I must attest, that other than some occasional service issues ("dial tone"?), they've performed well and never mis-billed since 1986. They have issued several hundred dollars' worth of credits on one account alone, over the past 20 years, for failing to perform.
On the other hand, I've had multiple instances of ridiculous billing problems with DSL Extreme, on each account, every year. They were only corrected, months later, when I used the BBR "manager chat" channel here.
I generally give DSLX some slack, because they're at least an alternative/competitive threat, but I can't say that they're any better or worse than VZW. | |
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 NOCManMacChatterPremium
join:2004-09-30
Colorado Springs, CO | CEO's Fault It's the failure of the former Verizon Wireless CEO to bring his expertise if he actually had it from Verizon Wireless's CS departments and apply it to Verizon. I would estimate of all the complaints I've ever heard from someone about verizon it was a failure of the company to communicate with the customer and provide good service.
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Mac Chatter
»www.macchatter.net | |
|  BHNtechXpertPremium
join:2006-02-16
Saint Petersburg, FL
kudos:26
 ·Clearwire Wireless
| Verizon FIOS Pink Cloud Turns Dark, Ugly & Sinister! Folks...
The storm isn't coming...IT'S HERE! As for those who continue to defend Verizon..STOP IT! Verizon had years prior to this product rollout to get things right (as all good companies should do). Verizon's long and distinguished history of billing and customer service issues goes back over a decade! Why is it surprising that they not only STILL exist now but are worse than ever! All of you fine folks that went running back to Verizon with warm and fuzzy feelings "oooooh FIOS will remake the snake and we will have a kinder gentler nicer Verizon" - ARE YOU FRIGGIN KIDDING ME?
Have you all forgotten why you left Verizon to begin with? I mean honestly your first warning about Verizon and their FIOS offering should have been the CONTRACT REQUIRED TO GET THE BEST DEALS, your second HUGE warning should have been the offer of free HDTV's (lcd no less) and more recently FREE Digital Cameras. C'mon folks...are you so naive to think that Verizon in their ultimate act of kindness is just giving you these things? If Verizon FIOS is so good then why do they need to hold you hostage? Why do they need to shower you with free gifts (most of which will never arrive if the most recent reports are true).
Honestly, a great product, service and provider need no bribes, hostage contracts or false advertising to sell their product...it truly will sell itself. Obviously something Verizon after many many years of ripping the consumer off, giving poor customer service, printing misleading and in some cases outright false advertising has not learned.
And now Verizon wants to change the rules of the game at the federal level to favor their business and to hell with the consumer...and their golden boy FCC Chairman Martin might just let them get away with it UNLESS you all speak up now and be heard.
What you have seen here on this site, and in almost every city Verizon serves is just the tip of the ice berg folks. For every one person who complains there are at least 9 more who didn't take the time...THINK ABOUT THAT BEFORE YOU SIGN THAT CONTRACT! | |
| | | | Re: Verizon FIOS Pink Cloud Turns Dark, Ugly & Sinister! said by BHNtechXpert:Folks... The storm isn't coming...IT'S HERE! As for those who continue to defend Verizon..STOP IT! Verizon had years prior to this product rollout to get things right (as all good companies should do). Verizon's long and distinguished history of billing and customer service issues goes back over a decade! Why is it surprising that they not only STILL exist now but are worse than ever! All of you fine folks that went running back to Verizon with warm and fuzzy feelings "oooooh FIOS will remake the snake and we will have a kinder gentler nicer Verizon" - ARE YOU FRIGGIN KIDDING ME? Have you all forgotten why you left Verizon to begin with? I mean honestly your first warning about Verizon and their FIOS offering should have been the CONTRACT REQUIRED TO GET THE BEST DEALS, your second HUGE warning should have been the offer of free HDTV's (lcd no less) and more recently FREE Digital Cameras. C'mon folks...are you so naive to think that Verizon in their ultimate act of kindness is just giving you these things? If Verizon FIOS is so good then why do they need to hold you hostage? Why do they need to shower you with free gifts (most of which will never arrive if the most recent reports are true). Honestly, a great product, service and provider need no bribes, hostage contracts or false advertising to sell their product...it truly will sell itself. Obviously something Verizon after many many years of ripping the consumer off, giving poor customer service, printing misleading and in some cases outright false advertising has not learned. And now Verizon wants to change the rules of the game at the federal level to favor their business and to hell with the consumer...and their golden boy FCC Chairman Martin might just let them get away with it UNLESS you all speak up now and be heard. What you have seen here on this site, and in almost every city Verizon serves is just the tip of the ice berg folks. For every one person who complains there are at least 9 more who didn't take the time...THINK ABOUT THAT BEFORE YOU SIGN THAT CONTRACT! I never left Verizon due to billing issues, I left because of a triple play promotion at Comcast. And I have dropped Comcast like a bad habit.
You are being unfair on some issues. First, when a company rolls out a new product, they will often offer promotions to get attention and customers. They don't do it because their product might not be as strong. This is also an area that many consumers might not be as well-informed about.
It's called marketing. I just had a funny thought of a marketing exec saying "Let's not do anything (but pay me anyway), it will sell itself". lol
Unfortunately, I expect bad customer service whether it is a telco or cableco. I won't excuse it, on either side, but let's be clear here. Verizon is not the only one with customer service issues.
I am not sure where they falsely advertised, or where they have intentionally ripped people off. If it is about the tv, it will only be false advertisement when people who were promised the tv get something else. I didn't get mine yet, but I never expected that soon anyway. | |
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 yuutomoThe Wonder KitterPremium
join:2001-08-27
Missoula, MT | Verizon, will not hear you. Verizons response is just pure PR BS. | |
|  ftthzIf love can kill hate can also save
join:2005-10-17 | still ... I would love to get this! | |
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1 edit | Re: still ... I am sure a law suit will come out of this. They screw up my bill they owe me the money, if not I will refuse to pay them till they fix there errors. My bill is supposed to be this much but you are consistinly over charging me, that is your problem not mine. The promotion says this also, they are required to stand by it or it is false advertising, either way you have them. | |
| | |  cyrus360Getting Freaky With ItPremium
join:2003-02-16
Sedro Woolley, WA | Re: still ... I recently had many of the billing issues that were mentioned.
I was offered a promotion only available to California customers, yet I live in Washington. Due to lack of competition here, the prices are higher than in CA, so the original price they quoted me was incorrect.
Their installed got me to sign up for a package that included home phone service. He never got the phone hooked up, so I had to call to get that done.
Then they told me that package was for CA only. So I had to go with a different more expensive package.
Then they failed to implement either package, they billed me for installation, they billed me non-promotional rates for home phone and the FIOS.
I had to call several times and literally fight to get my account credited back. All the while with their extremely rude CSR's flipping me shit for even calling in. I work in a call center, I am very aware of how to treat CSR's. I never once raised my voice or made desparaging remarks.
I asked for answers and reasons as to why it's so difficult and I got no empathy, no sympathy, only huffs and puffs of aggrivated CSR's who're probably underpaid and overworked.
Of course when I didn't get the credits I was promised I called again, every time I call mind you, it's a 10-25 minute hold time and then they transfer me back and forth between a FIOS rep and a phone rep. It was ridiculous.
I went in the office to pay my bill the other day. The CSR tried to upgrade me to their 15/15 service, hyping it up, and then I said to sign me up for it, he said he can't do it and doesn't know if my location qualifies for it. Why on Earth are you spending 15 minutes of my time selling me something you have no idea if you can even provide it for me? Insane!
The sad part is the product is AWESOME. The people and company behind the product have a long way to go.
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»www.freakynorm.com | |
| | | |  SterlingIP Support Tier IIIPremium
join:2003-05-30
Pittsburgh, PA |  Re: still ...
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 ROCINANTEOriginal Member 007Premium
join:1999-06-29
Hartsdale, NY | Not Following Accounting Regulations Since Verizon is a public company, I am sure the AICPA and SEC would like to hear about their improper accounting procedures.
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CRUNCH THIS! | |
| | EPS
join:2008-02-13
Hingham, MA | Re: Not Following Accounting Regulations It doesn't look like any of these are deliberate or planned, though, just mistakes, incompetence, and a poor system... They may not be doing anything outright improper.
And of course, Verizon is a massive company with ~100 billion dollars in market capitalization, and many lobbyists... such companies tend to not get examined nearly as much... | |
|
 kyler13Is your fiber grounded?
join:2006-12-12
Arnold, MD | Terrible billing department I had a problem where my CC number changed and Verizon could no longer successfully bill me. I admittedly forgot to update my info with them. They claim they lost my phone number and never bothered to drop a letter in the mail about my impending service cancellation. I found out about it one day when my service stopped working. After two calls, I was able to get my service back up simply by providing updated billing info. What I didn't find out until two months later was that they opened a new account in my name and left the old account disabled and in default (not what I was told). I spent a month getting bounced around different departments and chipping my way through voice menus, managing to straighten things out mere days before the collection agency was about to ping my credit. Thanks Verizon. | |
| | | best and worst of the company ::fios billing:: puts the best and the worst of the company together...
hey, you could write a novel | |
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