In November of 2010, we decided to turn off the home phone we had with Verizon to try to save a little money on our cable bill, since we have our cell phones with them as well. We had both bills (cable and wireless) combined on 1 bill each month. If we had known that by turning off the home phone, it would discontinue the combined bill, we never would have done it! After a couple months of mass confusion and bills getting paid to different accounts, we decided to turn the house phone back on, and get everything back to one bill. This is where my story begins! I swear on everything I love in my life that these notes are completely truthful and accurate.
I understand if you want to doubt some of these, because I would find it hard to believe that a company as big as Verizon could possibly SUCK THIS BAD!!!
5/10/11: called Verizon, spoke to “Dominick”
We asked if we could have the same number we had for years that we just turned off in November, but it was now unavailable, so our new # is 941-426-5424.
Our new bundle is: Fios Voice
For $99.95 plus DVR free for 1 year.
Order # is : OF0330834
Conf# is : OF0084AV
New services will be in effect by 5pm tomorrow. Perfect!
5/11/11: got home from work and half of our channels that we always had before, are gone.
Called Verizon, spoke to “Aaron” (PUNK!)
When I asked why we lost NatGeo Wild along with a few other of our favorites, he said that they were no longer part of the Prime HD package. We would need to upgrade to the Extreme Package, which was $15.00 more per month. I was not happy but asked him to please add it to our bill.
As we went over the cost at the end of my call, he stated that my bundle would be $124.99 per month. I did not understand how it went from $99.95 to $124.99 when all I added was a $15.00 upgrade. Aaron explained to me that he would not approve the $99.95 price as quoted by “Dominick” yesterday unless I could give him a coupon code! ?! I asked to speak to his boss and he explained that his boss would not allow the price either.
My new order # is: OF0342773
Aaron said it “should be on in 3 hours”.
5/12/11: Got home from work, (24 hours after yesterdays call to Aaron) and the channels were still not on!
Called Verizon, spoke to “Jewel”
There is no record of yesterdays order #! She said that it never got placed.
She put me on hold, and when she came back, my lost channels were already on! Great!
New order #: OF0355294
5/19/11: received letter stating that they cannot combine our bills now because the cable is in David Boyd’s name (my deceased husband) and the wireless is in Linda Boyd’s name.
When I called to speak to someone about this, and explained that this is how it was a few months ago, the operator told me that the policy has changed and that I would have to have an agent call me back within 24 hours to set up a new account in my name, then I could combine the bills!
5/21/11: 48 hours later, still no call from an agent.
I called and spoke to “Mike Hoover”. He had no idea why I was told that an agent would have to call me back, and that he could do that over the phone! He explained that in order to get both bills combined, that I would have to have the cable transferred from my husband to me. I explained to Mike that I have a granddaughter who is a senior in high school and is taking her finals on line all next week, so I could not have a disruption in service. If there would be then we would have to wait for the following week. He assured me that it as just “paperwork on their end” and that nothing would change for us.
I wanted to know if we could get a different phone number because the one they had assigned us last week rings constantly from bill collectors for the previous owner of that number.
Our new # will be 941-426-3202
For $124.99 per month and DVR free for life.
My new order is: OF0462425
Confirmation # : Of00AXU6
Everything will take place on Monday, May 23. I asked again if he was sure that our service will not be interrupted, and he said that it would not.
He explained that our 1st bill would be a little higher because it had part of May on it. It would be $188.84. After that it would be $161.91 including everything unless we order movies.
Later that day, 5/21/11 “Brandy” called.
To confirm that we were disconnecting David Boyd’s acct ( # 15 9000 0687299072 06). I confirmed that there would be no disruption in service, since my daughter was taking finals on line for graduation.
Disconnect # OF0463409
5/23/11 (Monday)- got a call from my daughter saying that phone, internet and cable was off!
I called Verizon, spoke to “Dan”. I explained the situation, he put me on hold, and then back through the automated lines again!
I eventually got to “Betty”, and had to explain story all over again! She said she had to transfer me to tech support, but it put me through automated lines again and eventually disconnected me again!
I called back, eventually got “Jeremiah”. He explains that the service disconnects before it connects! After I was assured by 2 different people that service would not be disrupted.
3 hours later, on the phone with him, it is finally turned on!
We later realized that the house phone was not on. I don’t care! I’m sick of calling Verizon right now!
6/6/11- received bill for cable, phone and internet but not wireless!?! (that was the whole point of all of this!)
Many problems with this bill:
- being charged for house phone when we still don’t have it.
- charged me $40. for boxes instead of agreed upon price of $20.
- charges for “outlet installation’, that would only apply if I had outlets installed!! (I actually had to argue this one!)
- $19.99 for the DVR when they gave it to me free for life.
So I called “u-know-who” and spoke to “Ocean”-
She made the adjustments, which brought the bill from $179.43 to $130.44.
When I asked her about the bill being combined with the wireless bill, she said she could see that we have it, but that it wouldn’t be in effect until next month.
She then transferred me to Tech Support in reference to the phone service.
Tech Support- spoke to “Jay”
He says that the phone isn’t on because we don’t have a triple bundle!!! He says we only have a double one, cable and internet. As I begin to get a bit upset, he suddenly sees that it is a triple.
He asks me to hold for a test that would take about 30 minutes. I said no! I’m tired of sitting on hold for 2 hours a day for them to try to figure it out! He said he would just send out tech support. I said thank you!
6/23/11 (1 week later!) spoke to “Mike”
STILL NO HOME PHONE! STILL NO TECH TO FIX IT!!
Transferred to tech support.
“Eric” – said he would run some tests, and if he couldn’t figure it out, he would send out a technician! (I’ve heard this before!)
7/12/11 -(almost a month later!) new bill came. It is for $322.32!!! And this was only for cable, not combined with wireless like it is supposed to! It says I never paid last months bill of $130.44. However, same day, I get a statement for David Boyd’s account saying that we overpaid by $130.44 but they will send me a refund check. What? Cant they transfer the money to the new account, same address, same last name?
- still not combined bills with wireless
- charging me again for installation of outlets, (this is the 2nd month in a row)
- need credit for charging me for a phone I still don’t have!
Spoke to “Karen” in payment dept. – she cannot transfer payment from old account to new. Even though they see I made the $130.44 payment, I have to pay it again and they will refund for the old account in ’late August’!
Transferred me to billing for the rest of the problems.
Spoke to “Chloe” – she cannot adjust for home phone for $35.76, until it gets fixed by a tech? what?
I asked Chloe if there was a store where I could go sit with someone that could help me instead of being transferred to all different people everyday. She said yes and gave me the number to a local store. I asked if they could do everything that she could and she said yes. Perfect!!
I called the Sarasota store at 1701 Ringling Blvd, Sarasota Fl @ 941-365-0054
He says they only do sales! ARE YOU KIDDING ME RIGHT NOW? DO ANY OF THESE PEOPLE WORK FOR THE SAME VERIZON BECAUSE I HAVE BEEN TOLD SOMETHING COMPLETELY DIFFERENT EVERY TIME I CALL!!!
“Omar” at tech support finally said he was sending someone out tomorrow between 10 to 2 to figure out what is wrong with the phone line! Order # FLCP08024Y
I said I really needed to try to get someone to help with this bill! He transfers me….
Spoke to “Helen” in payment department. She now tells me that: we had AGREED TO A payment arrangement and that I promised to pay the $130.44 on July 12th! But I didn’t follow through with my promise? WHAT??? I NEVER MADE PYMT ARRANGEMENTS BECAUSE I ALREADY PAID THE DAMN BILL ONCE AND SINCE THEN I CANT GET ANYONE TO TELL ME WHAT IS GOING ON! I CANT EVEN GET THIS “PHONE COMPANY” TO FIGURE OUT HOW TO TURN ON A “HOME PHONE”!!!
I finally asked for a supervisor. “Lauren” answered and I told the whole story over again! After 15 minutes of her saying she cant do anything, I find out that she isn’t a supervisor!
She says she is so sorry and will transfer me to one! I get put on hold and it DISCONNECTS ME!!! WTF!!!!! I HAVE HAD IT!!! SHUT THIS FRIGGIN SERVICE OFF!! THIS IS SUCH BS!!! I FEEL LIKE I AM IN THE TWILIGHT ZONE!!! ARE U KIDDING ME!!!!!
PAID THE $130.44 AGAIN!!! But I will be going to EVERY NEWS STATION I CAN FIND AND BETTER BUSINESS BUREAU AND ANYTHING ELSE I CAN FIND BECAUSE THIS IS BULLSH#T!!!
Ironically, a technician came to our house today and took less than 15 minutes outside, and the phone was finally on!
7/23/11- approx 1:30pm (just when I thought it couldn’t get any more screwed up!) I get a letter from this “phone company” that states our on demand has been turned off, because there were a couple movies rented and they weren’t sure if we did it or not!
I called the number on the letter, told the man that yes, we had rented the 2 movies, as we do every month, and to please unfreeze our account! He said it would take about 30 min and the service would be on.
5pm. Yup, I go to rent a movie, and it wont let me!!! I call the number back again. (I didn’t get name for either of today’s calls because they barely spoke English!) He has no idea why it is still locked, and has to transfer me to tech support!
“Matthew” in tech support says he has to transfer me to customer service!!!!
I was placed on hold for 10 min, and when the girl answered, I began to tell the story for the 3rd time, and get this…. She says I must have the wrong #! This was “Stonewall Restaurant”!!?!? Huh? How in the hell does this happen when I never hung up, and even heard the music they play when your on hold!
I am done!! This is enough and I don’t know ANYONE that would expect me to have to continue dealing with this unprofessional, unorganized, mass confusion called “Verizon”.
And when I look online, I am finding dozens of complaints very similar to mine!!!
VERIZON IS THE WORST COMPANY I HAVE EVER HAD TO DEAL WITH!!! IT HAS BEEN GOING ON FOR MONTHS AND STILL NOTHING!!!