Complaints

[baxtjh]

Verizon:

You are so frustrating!!!!!

It is tough to change the channel of a schedule recording and even tougher to find a place to file a complaint.

You make returning to Comcast appealing!

[CRobGauth]

Probably because the channel/program is the basis of the recording.

Typically items like this have a key that can't be changed. My guess is that is why.

Can you change it in Comcast?

[cynny200]

 Since I don't know where else to make a complaint, maybe someone here can help.  I signed onto a promotion that was with a 2 yr contract and the promotion was for only the first 12 months.  Right after that and since then the promotions were better and have all been for the whole 2 yrs.  I have called repeatedly to see what I can do as an existing and established customer to at least get as good as deal as other customers are getting, even if it was to renew the contract.  I have been told no on every call.  I guess Verizon puts more energy into getting the customers rather than keeping them and thats too bad as Im sure I can find another company who will care about accommodating me.  Recently AT&T who I get my cell with was on chat with me for something and out of the blue said "I see you can get a promotion here to lower your bill 30.00!"  Now thats customer service! 

[CRobGauth]

You signed up and were told the terms when you signed a contract.

Most service providers (cell, cable, credit cards, etc) offer great deals to gain a customer.

Once you are there, you aren't going to get the same deal as they already ahve you.

I have had them tell me they can give me a better deal if I call once my contract is up.

[SinCara]

---

@cynny200 wrote:

I have called repeatedly to see what I can do as an existing and established customer to at least get as good as deal as other customers are getting, even if it was to renew the contract.  I have been told no on every call.

---

They do keep records/notes of every call so every time you called they already knew what you called about before. 

[YmkaA]

I had same issue, as CRob, and any one can contact me. Just got off the phone with the Rep. What can I say, there are 2 places at least I know right away to contact call 311 and  to file fraude at FTC.gov. Also to complain on every Social network. To tell every person I know about How I have been lied to.

2 representatives I have been talking to were Jasmin {edited for privacy} and Nicky {edited for privacy}. After talking to Jasmin she connected me to her supervizer, who promissed me to call back about the sales fraude and never did.

People, if you really want to do something about how you got treated, complain to those agency and disconnect from this company, dont let be fooled. Like I am about to do. When FTC will get repeted complaints on Verizon and the company will loose accounts, may be then they  will stop robbing us.

P.S. this Message is screenshooted and if you will decide to delet it from forum, it will be posted on every social network i KNOW, meens also russian networks too

[firehorse55]

I spent TWO HOURS on the phone tonight trying to resolve a problem caused by your website!  I first spoke with 'Angel' who tried to be helpful but ultimately ended up putting me on hold for half an hour (literally) waiting for a manager.  'Dan' answered, had an attitude, put me on hold off and on, was no help at all, and told me that 'only someone in the finance department could help me'----mind you, my balance is $0 which he confirmed.  I had no choice but to let him transfer me at 8:34 and guess what?  He neglected to tell me that I would get a recording because that office closes at 6:00!!!!

Let me sum up what's been going on:

1.  Ever since creating my account with Verizon, my name has been misspelled (still is)

2.  The email address was wrong from the beginning

3.  The account number on the bill is not the same number on the website account info screen

I have called 4 times and spoke to different people to get this information corrected as well as changing it online.  My name is still misspelled.  In addition, whenever I call, it takes half an hour for anyone to find my account based on information I have provided straight from the bill.

I called tonight because I have seen 'overdue bill' warnings on my screen this last week----even though my balance says $0.  Then today I get a bill in the mail for $260.04.  Once again I login and the balance still says $0----and I still get the popup warning that my account is overdue.

I go into the detail and my very first bill was in November.  I see four full monthly payments in payment history; all with a green checkmark which indicates 'successful payment'.  Three have confirmation numbers, one has a dashed line but STILL has the green checkmark.  Four successful payments, $0 balance but I get a bill and overdue warnings.  Angel said I do owe the $260.04 and that the fourth payment was returned because the system 'couldn't find my Verizon account number'.  Well since I made the payments all at Verizon.com which is confirmed in the payment detail, that sounds like a problem with Verizon.com!  Not to mention that if that's the case, and there was a problem, why didn't Verizon email me?  Call me?  Contact me somehow?  Indicate something other than 'successful payment' on my payment history screen?  None of that happened!  And we're talking about payments where the last one was made 1/22 so there was plenty of time for updates!!!!  Insufficient funds is definitely not the problem and this was confirmed by Angel.  So now what do I do? I'm not spending another 2 hours on the phone trying to fix a problem with YOUR system.  So I guess if you shut it off, so be it.  But I've made FOUR full payments in three months and I'm not paying any more.  So if you cut it off, you better not charge me any early termination fees.

[firehorse55]

Oh and one more thing, there is also not a single email message in my Verizon email inbox indicating a problem with any payment or my account status.

[ElizabethS]

Hello firehorse55

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

[firehorse55]

I still haven't heard from any Verizon Rep.  I called again tonight and guess what the rep did?  She again transferred me to 'financial services' and guess what???  Again----they are closed!!!!   Does this department even exist????  And by the way I've been having horrible internet problems for the last week.  The connection was measured by your support techs at .56 on your speedtest site.  After a reboot of the router it worked.  Until it didn't.  And this continues to happen over and over.  Not to mention I signed up for service at $79.99/month but I"m being billed for $130.02 every month---WTH???  I called tonight to try and resolve the horrible billing issue----which by the way all four payments are still showing as SUCCESSFUL on My Verizon and you STILL say I owe $260.04.  These payments were made on your website and were successful but you still threaten to shut off service!  I would imagine by now I would have gotten some notice from somewhere if these payments had any problem but I haven't and again, insufficient funds was certainly not the problem.  So what is going on????

[firehorse55]

And since by the time I get off work and get home every day this financial services department is always going to be closed what am I supposed to do now?  I can't call on my 1/2 hour lunch break to fix this because IT TAKES THAT LONG TO GET TO A HUMAN BEING!!!  IF YOU'RE LUCKY"!!!!

[LawrenceC]

You should receive a response by email within two business days.  Let us know if you do not get a reply by tomorrow.

[firehorse55]

I'm going to have to contact the state's attorney's office or something.  Because next you'll shut off my service and tell me I owe early termination fees and whatnot when I can't even reach you to resolve these issues.  That can't be legal.

[ejs66]

Elizabeth,

I'm new to the forum and not sure how it works.

Can a Verizon supervisor call me or send me an email

and look into my complaint, please  ?

I've had a rough couple of days dealing with Verizon

customer service, by phone and chat, both experiences were

deeply unsatisfying and left me feeling that customers

who have been with you for 20+ years are simply unimportant.

Verizon seems to have pulled a bait-and-switch of sorts when I

renewed my service agreement. Apparently the agreement  I signed

on to expired 4 days after I agreed to it. I renewed on Feb 12th, 2015

and by Feb 16, 2015 that same agreement was null and void.

instead of $ 64.95 permonth plus taxes & fees and a $ 120.00 Visa

giftcard, I would get no GC and have to pay $89.99 per month

plus taxes and fees.  Kelly, the customer service rep I spoke to today,

basically told me that I should have read the small print and all but accused

me of being a chump for not reading more carefully. Kelly sounded like a lawyer,

not a customer service rep trying to resolve an issue. It was a really ugly experience

and it's textbook on how NOT to treat a long-time, loyal customer.

Bottom line, when I got off the phone with the rep on Feb 12th, I was under the impression that

the agreement I had was good for 2 years and that there was no fine print that would say otherwise. 

It feels to me like Verizon got me to renew my phone & Internet agreement under false pretenses: 

with a lower price and then days later charge higher prices and tell customers that Verizon can  charge

whatever price they want at any time and not be held accountable.

That's simply unacceptable !  Resolving this issue to me means you give me my original agreement as follows : 

$64.95 per month plus a $120.00 visa GC. It should be simple for you to do this. I'm not asking for

anything other than simple, reespectful treatment and accountability on your part. Verizon can and should

do better for their customers, it's simply basic good customer service and respectfull treatment of people

help make your company profitable.

Many thanks,

EJS66

[LawrenceC]

Hi ejs66,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

[rami89]

i have been a happy optimum customer for 10 years and i just recently signed up with verizon and let me tell you something, i have been lied to by them with false statements by verizon just to sign up with them. they told me i would be getting something that im not getting at all and they want to charge me more for what i was told i would be getting included in my package. i just got off the phone with them again and while on the phone customer service told me 3 times if they want to transfer me to disconnect my service. Its like they are pushing me to leave there business. i am upset and fustrated that they do such a thing with a new customer. Unhappy customer here and im only been with them for only 2 days. i still have 12 days left to disconnect.

[ElizabethS]

Please explain what your problem is, rami89

[rami89]

i was told that my box is going to be able to rewind and pause without the DVR because i really wanted the DVR but didnt want to pay for it. So he told me i can still rewind and pause without it. when i got it installed and it didnt do that, so i called verizon today and they told me it cant do that only with DVR and i got upset that i was lied to. while i was on the phone they kept saying do you want to disconnect like 3 times and then i got mad that they treat me like that. Especailly a new customer.

[ElizabethS]

Hello Rami89

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

[CRobGauth]

Quantum service does support that.

You still have to get 1 DVR, but then all of the remotes do support pause and rew for live tv.