Hopeing that someone can forward this to any senior type management personnel at Verizon....if they even exist.
On July 29th 2014 Verizon called me about upgrading my service because the existing contract was ending. I agreed to their new Quantum service and upgraded free equipment for all 5 HD boxes and the DVR and 150/150 internet and the phone (which is never really used). I agreed to the deal and recieved an email showing what the new charges would be and what the first bill would be and why it was different. No bid deal, I am a experienced IT Executive and negotiate contracts nearly every day.
30 minutes after this was completed, I recieved a call from a manager saying they could not honor the price they agreed to and reduced my internet service back to 75/75 for a new total monthly bill of $196.35. While I should have made them honor what we agreed on, I let it go and that is where everything got screwed up.
They entered the new order number on both orders, (they claim) and while one order was being processed the other order was "stuck" (again their words) in a pending status. The first issue with this is when it generated an amount for a 2nd set of equipment to be returned at about $1500. I called and said I have already returned all the equipment, here is the UPS tracking number and the name of your person who signed for it.....bill is now $3300. Service is interrupted and restored multiple times, I call 20+ times over the next few months and am given the email of a billing specialist who knows how to handle this and will work with me until it is resolved, "Charlitte N" who at first is very nice and very helpful and assures me she will stay on top of this until it is resolved. Over the next few months the bill has $1000's in credits applied to only to then have $1000's in equipment charges added back in....rinse and repeat.
Then Charlitte stops answering my emails while I continue to be bombarded by harrising letters, automated calls, text and email messages on a daily basis. I am assured this is just because the systems are not "linked" together and they just need time to sort this through. Months go by with more frustration dealing with them on 45 minute wait cues only to get someone who looks at the complexity on my account and doesn't want to deal with it and disconnects me....really think about that for a moment, now multiply it to 10, 50 or 100!
In the last 24 hours they have contacted me 15x in 5 different methods and collections called me saying that they are going to suspend my services because I owe them over $940 which of course is ludicris since I have paid my $196.35 each month as instructed so my eventual balance should be $0 once they correct it.
I have been sending Charlitte emails daily and now I am not so nice about it, she keeps trying to act like this is going away and I keep asking things like, why a senior manager hasn't contacted me like I have requested in 30 emails? Why am I still be overcharged $40 on the services side of the bill each month? Why am I still being charged late fees and interest on $1000's of don't owe? Why is nobody answering my emails except for once every 2 weeks? Your contant "urgent" messages come in a on daily basis.
Just basic consumer rights type stuff, I have threaten to file complaints with the FCC and all federal and state regulatory commissions that govern this.....I can do all those things, I will follow them through to the end if I start down that course (Ex-Military) but at the end of the day all I really wanted was to just have someone not pass the buck and take responsibility and fix this, I have enough issue that matter than to have spend over 40 hours ($4000 which is not my billiable rate) of my time trying to straighten this out. I have provided them with all the documentation multiple times, which is infuriating because it is their own emails and they still make so many errors.
I want a Verizon Executive to read all this verifiable information (I have all the documentation from both sides) and then tell me that there is any reason why this could happen. This is just the VERY short version, there is no way I can convey the level of frustration in an email. Please forgive the grammer and spelling mistakes as I only had 10 minutes to write this. If anyone could get this in front of any common sense manager at Verizon I would appreciate it.
Hi Ebasore,
Sorry you are having difficulty with your billing. 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.
Thank you very much it has been an ordeal of sorts, they are trying to suspend my services again today. Opened two different letters both dated 3/19 one says I owe $1585.95 the others says the others says $608 and of course both are wrong because I should owe $0.
My service was shut off last night. Still have not been contacted by anyone to stop this. I am guessing I have to pay whatever you say I owe so my family is not at risk from no security system. For the up to $4k you have claimed I owed, I would think I could speak to a senior enough person to resolve this issue. It is impossible to use your client portals to get to anyone over the level of "supervisor" and they don't have the authority to do anything but grant a $5 late fee credit. You intentionally, make it difficult (impossible) on consumers to be able to speak with someone in cases where escalation are warranted cause us to spend hours on end with unqualified people who just want to pass it along to someone else if it is not written in the book somewhere. Case in point, your collections department called me on friday and I spoke with them for 24 minutes before they transferred me to "someone who could help" which turned out to be the regular call in billing department who when I asked for a manager again, left me hold for an additional 22 minutes before I was disconnected. Your entire customer service process is completely broken when it comes to anything that is not on your list of the top 3 issues clients have.
Hi Ebasore,
Thanks for letting us know. We have passed this along to the support team.
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