Cancelling within 30 days and get charged

[anhn]

I ordered 5G home internet on 06/04. First of all, the customer service and technical support are poor. I called them many times and wasted around 12 hours trying to resolve an issue linking my 5G home internet to my online account, but they were unable to help.

Secondly, the signal quality is not as good as other providers—I often experienced issues with video calls freezing.

I became so frustrated with the service that I was willing to forfeit my promotional offers and decided to cancel within 30 days. However, they told me I would have to pay $160. When I asked why, they said it would actually be $74. I was surprised, as the promotion stated the first month was free when I signed up.  Even worse, they said that if I canceled today, I would still have to pay for the rest of the month. Moreover, I have to pay for the days the device was in shipments. All of these experiences have shown me how terrible the service is. I’m shocked and cannot understand how an internet provider can be this bad these days. I will never use any service from Verizon again. It’s unbelievable.

FYI, Verizon 30-Day Money-Back Guarantee policy: 

30-Day Money-Back Guarantee: You will be charged for monthly service on your activation date. If you cancel service w/in 30 days of activation, we will issue a refund for your service usage for up to 30 days (excluding equipment, professional setup charges, late fees, entertainment subscriptions and account add-ons) as a one-time bill credit or to the original payment method. You must return all Verizon-owned equipment w/in 30 days of cancellation; refund will be issued 30-60 days after equipment return. Limit of one credit on one eligible address on your account.

[vzw_customer_support]

Hi anhn, We're sorry to hear about your experience. We're going to send you a private message so we can take a closer look and help clear things up.

-Dee

[pabloduque91]

Im also considering ending my mobile plan relationship due to this infuriating event

[pabloduque91]

Hello Ahn,

I had an extremely frustrating experience with Verizon FIOS internet. From installation on 10/10, the process has been nothing but disappointing. The technician who performed the installation did not verify that WiFi was accessible throughout the house, leaving an entire side as a dead zone. This made using smart home devices impossible.

After spending countless hours on support chats and phone calls, I was bounced between representatives with no resolution in sight. Eventually, another technician arrived and simply told me I needed a WiFi extender—something he didn’t have with him. I then had to pick one up myself, only to discover it needed to be hardwired to the router, which completely defeats the purpose of a wireless extender since I don’t want to run a cable to the other side of my home.

Even after changing routers and extenders multiple times, the internet was still unreliable. A third technician came, tested everything, and said there was nothing else he could do. As a work-from-home employee, this caused significant disruption—I had to take calls on my mobile phone because video meetings kept dropping. I wasted hours with support and sales, who promised a free month of service but never fulfilled their offer.

Ultimately, after just eight days, I decided to go back to my old provider, who I never had issues with. However, canceling was another ordeal—Verizon told me I had to pay for the full month! This is not only unacceptable but offensive considering the time, frustration, and lost productivity I endured. I was forced to cite the 30-day money-back guarantee, as I do not believe I should be charged for such a terrible experience with both chat and phone representatives.

In summary, my experience was awful from start to finish. I expected a “premium” service from Verizon, but received the opposite. TERRIBLE EXPERIENCE.

[pabloduque91]

Im also considering ending my mobile plan relationship due to this infuriating event

[vzw_customer_support]

We're sorry to learn the Fios internet didn't meet your needs. We want to help address your experience and continue being your service provider. We'll be sending you a private message so that we can submit feedback.

-Kristen