I received a call from Verizon stating that my bill was past due. I have been on autopay for many, many years....same bank account. A customer account rep said that any changes to the services we have would require re-entering our billing info. THIS IS ASSININE. They contacted us, saying that if we wanted HBO for $5 a month, it would complete our premium package. We accepted, never dreaming that this would require that it would stop our autopay. I checked on line and all the correct info was on the system. I now realize that when we experienced a problem last year, it was this situation back then, but was not told about re-entering the data.
When your clients who are enrolled in online billing have to discontinue their service they no longer have access to their bill online nor do they receive a bill through the mail without being charged a fee to print it. They should have access to their information and be able to make a payment online until they pay the bill in full. It's a joke, and needs fixed.
byarmond_in_nj07-12-201310:19 AM - edited 07-12-201310:29 AM
By and large, Verizon One Bill doesn't work. Put another way, it works some of the time for some of the people in some cases. Depending on your definition of "some," this is a reasonably large problem. I know this from personal experience.
When I first signed up for Verizon services, one of the selling points was that I could combine my TV/phone/Internet services with my mobile phone services within the billing system, and save a few dollars each month. I accepted this promise on faith and about 5 or 6 months later finally realized that the promised savings was not going to materialize. It didn't take long to see (once again) that trying to get two independent divisions within the same large organization to agree on items that neither side cared about in the first place was a dead end street.
It doesn't have to be that way, and a determined effort on Verizon's part can indeed change things. I know I'd love to realize some savings based on what's essentially a large convenience to the supplier. C'mon Verizon, let's see what you all can do to make us happy.
Many of us have automated payments. Even for those that don't, it's frustrating to come to the My Verizon sites and have prominently displayed on most pages ways to pay Verizon. When I'm logging in, I'm looking to manage my various services. Payment options could be "contained" to profile sites.
Suddenly my bill shows 2 new line items: "Regional Sport Network Fee" and "Franchise Related Costs" adding over $4 to my monthly bill. I haven't changed my service and frankly wouldn't care if I got no sports at all, so what is this? Is it a mistake, is it a new monthly charge which will add nearly $50 to my annual bill?
Also, when checking previous bills I see that these details are in a different order every month, sometimes the taxes are subtotaled and then included in a Taxes and Fees total; sometimes they are not all totaled. Makes comparing bills from one month to the next a pain in the neck. Please standardize the display of the charges details.
PLEASE apply CREDITS a person is given for any reason on the same day so it will NOT have to wait until the next bill.
I have always had my bill paid automatically so if I call in and am given a credit, today for example, it should be applied immediately but since my bill has already been sent to me and the amount has already been readied to charge my bank account the credit will NOT post until the next billing cycle.
This happened to me AGAIN today since only a couple supervisors know how to post it NOW and take it OFF my auto ACH like it should be done.
The customer retention rep. that I talked to today says it can NOT be done but I know it can since it has been applied to my account on other occasions so it lowered my current bill by the credit amount and the amount taken out of my bank account.
PLEASE train/fix this problem because some people on a low income needs every penny possible left in their account so these immediate posting of a credit helps.
It is very irritating to talk to a supervisor or customer retention rep. and they insist that it can NOT be done when it has been done before to my account.
PLEASE work on training all of your supervisors to actually help people calling in for HELP and all of them knowing how to do the same thing to help customers. Just make them a manual with the different things that are possible for them to do so there is NO conflict and contradiction between what they say.
Does it annoy anyone else that Verizon accuses you of having a past due account before the end of the due date? C'mon, Verizon - we know you're the only carrier in NYC that you can actually hear calls with, but that's no reason to engage in shady business practices! And at least fix the irregular capitalization if you're going to be falsely accusing me of paying late!
I just got surprised when my promotional price ended on my bundle. Since consumers lead busy lives, it would be nice if Verizon emailed us the month before a price increase so we are prepared for it. Getting hit between the eyes unexpectedly does not lead to greater customer satisfaction. The consumer should be given options as to whether they want to continue the current package or negotiate dropping channels, etc to stay within a budget.
A simple email that states - Don't forget! Your bundle special ends in 30 days. Please call Verizon if you want to change, upgrade or modify your current account.
byprisaz05-19-201210:13 AM - edited 05-19-201210:21 AM
Make your announcements about cost increases more clearly stated. Your CSRs go in circles too!
Now if you get that one more commitment before everything inceases wow!
Grandfather existing customers! Allow existing customers to make changes, and keep existing prices before the increase!
Verizon makes everyone pay to get rid of obsolete TV hardware. IE: QIP-6xxx that did not support 1.9 properly and will not support MPEG4 plans for their expansion and marketing! Regardless if your hardware is old or not. Verizon customer service just as everyone says, sucks.
Everything they say or do is written by lawyers, and read from a script. Not to mention they can't even read it right, because it sends them in circles too. Is it a $6 increase or $2 increase? It is $2 no wait it is $6. $6 is not going to make me go broke. But being nickle and dimed and strung along from one commitment contract to another just to get a good deal has me fed up!
I am strongly considering the termination fees, even after being with Verizon FiOS since launch. No one will give you a straight answer. I have been a strong supporter, but everything has gone down hill in the past 1-1/2 to 2 years. It has not gotten better but worse.
Read the items in red below. Everything I was told contradicts its self.
It was a pleasure to assist you. Your chat session has ended. Thank You.
Your chat ID number is xxxxxxxxxx. Please select Exit to close this window.
Print Copy to Clipboard Exit
A Verizon Service Representative will be with you shortly. Thank you.
Agent Jefferson has joined. (11:18:38)
Jefferson : Chat ID for this session is xxxxxxxxxx. (11:18:38)
Jefferson(11:18:43): Hello. Thank you for choosing Verizon and visiting our Verizon chat service. I would be happy to help you place your order.
For quality and security purposes, your session is recorded and may be monitored or reviewed. Please do not provide sensitive information such as social security, bank account or credit card numbers to the chat agent. May we view your account information, including the services you subscribe to, to assist you during this chat with respect to available Verizon products and services? You may deny us permission, which will have no effect on your current services. Under federal law, it is your right and our duty to protect your account information. May I have permission to review your account?
You(11:19:03): Yes. But make no changes.
Jefferson(11:19:28): Hello! How may I assist you today?
You(11:21:04): Does this statement mean that each box in my equipment bundle will increase $2 a month regardless of my current discount? Meaning my equipment bundle would go up $6 and not just $2?
You(11:21:06): Beginning July 15, 2012, the monthly rate for FiOS set top boxes, digital adapters, set top boxes in equipment packages and Multi-Room DVRs in equipment packages will increase approximately $2.00 per box. In NY/N-NJ/CT, only the monthly rate for digital adapters and set top boxes in equipment packages will increase approximately $2.00 per box.
Jefferson(11:21:57): Let me share the details with you.
Jefferson(11:22:17): Your price would go up by $2/month. Your existing discounts would remain there till Verizon is committed to it.
You(11:24:21): It is very confusing because it says per STB. I was told by another individual it would begin in May. My existing MRDVR equipment bundle I thought was for as long as I had the service?
You(11:24:50): MRDVR Bundle
Jefferson(11:25:15): I can understand that. It seems that you are currently having 1 MR DVR and 2 set top boxes?
You(11:26:00): From $33.95 to $35.95?
Jefferson(11:26:25): The current price of the bundle would be $33.99/month.
You(11:26:34): I mean $35.95 or $2 more
You(11:26:46): ok .99
Jefferson(11:27:37): The price would go up by $6/month since it would increase by $2/month/box.
You(11:29:34): So it would be $6 more, like I said. Not just $2 more. This would raise my total hardware cost to $39.99. So my discount I currently get would pretty much be eaten up by this increase.
Jefferson(11:31:09): I can understand that. Due to the cost of upgrading facilities with new technology and the rising costs of operating expenses, it is sometimes necessary for us to raise the price of products and services. I can understand your concern with the recent price increase. Please be assured that we strive to keep price increases to a minimum.
You(11:32:42): Ok so this increase makes everyone pay for Verizon to get rid of the QIP-6xxx series hardware and it really sucks. Just as I thought. Thank you for your time.
I have had TV and internet service now for about a year and a half. My experiences thus far have been very disappointing to say the least.
I call this afternoon at 5PM during my JOB's working hours to ensure I got ahold of someone. I understand Verizon operates under "banker's hours" and closes at 6PM. Strange as other competitors don't offer that inconvenience. I finally get a woman on the phone after 15 minutes of sitting on hold only to get nothing but attitude.
She would not grant me access to my account. Apparently, because I don't have my acct no# memorized or my home file cabinet here at work, providing my social security #, address, phone #'s, etc. just wasn't good enough. With her "I could care less" attitude, I was FINALLY able to get her to help me after logging into my bank acct to tell her how much my last payment was. Even after I did that, she said I was at the wrong dept and she couldn't help me! She kept referring me to go online..Doesn't that take the service out of "customer service". If online is where all the solutions to my problems are, then what's the point of even having anyone answer the phone at all??
Then, she transfers me. Sitting on hold another 15 minutes, the next lady asks me if this is for service in NY...WHAT? I asked her why as I reside in VA. She said she was for NY accounts and therefore, she couldn't help me! Mind you, this is after her giving me trouble to access my account. A cable account shouldn't be harder to gain access to than my own bank account! It's like Ft. Knox just to get access to some cable and internet usage. Ridiculous...
After she tells me she can't help me, she tells me that she's going to transfer me AGAIN and after expressing the circles I was doing to get my issue resolved, she tells me that she will transfer me, but there's no way of her knowing where or who I will be transferred to??? REALLY? ARE YOU KIDDING?!?!?!
I was so put off by the previous reps lack of regard or care for my situation, treating me as if she could care less if Verizon lost me as a customer or the fact that I was not happy with the current situation, I started to explain my dissatisfaction of how this was being handled thus far to her. In mid-sentence, the customer rep cuts me off by putting me on hold! Leaves me there listening to that annoying music for another 20 min only to get transferred to a very nice gentleman.
After talking with him and feeling, "Okay, there's some hope here", he reveals that he's only tech support and after 20 min of filling me with hope, can't do anything for me at all! Why o' why would three reps send me in circles?? Why, as a customer to have to take so much time out of my life?? When o' when is Verizon going to reciprocate and meet my needs and requests??
At that point, the gentleman sent me to another dept, stating that they could definitely help me get my issue straightened out. The lady, luck of the draw, was just as sour as the first! I work in customer service and I was so shocked by the lack of courtesy and genuine care Verizon was offering to me, to say the least, I couldn't pick my jaw up off the floor! She was rude, talking over me when I tried to explain to her my situation and when I asked to speak to a Manager, she tells me that she won't let me unless I tell her why. WHAT? I mean, WHATT??? Verizon, please Verizon tell me that this isn't the way you do business and expect to keep customers, right?!?! As a customer, I have a right to speak to a manager, right? Do I have any rights here at all???
She then tells me that she can't help me because my account has been suspended. Uh, duhhh, that's why I'm calling! Soo, at 6:16PM, she tells me to call this #800.483.1807. How nice of her, right?! NO! I guess she just wanted to get me off the phone at that point so she gave me some bogus hope that I would get my issue resolved. Wow, I call the no# and oh look at that, the office is CLOSED! This is EXACTLY why I called at 5PM, took time out of my workday and ate into my employer's time so I could ensure that I got a hold of someone in time. At no fault of my own, being transferred in this cluster of call centers and depts, I missed it and by the time I got to them, they were closed!
I am frankly disgusted by the service or lack thereof. No one seems to care, or, at least act like it (for god's sake- customer service 101!), and Verizon wouldn't even bat an eye if I were to cancel.
After spending 30 minutes trying to remember my login info to get on here, I was finally successful in doing so. A shame it is that I have to go online to get good service, if that's what you call it. All I can do is shake my head to you Verizon and say "shame"...Shame on you for hiring people that have crappy attitudes and are not well equipped to take calls or customer grievances, etc. Shame on the trainers who failed in training these customer reps in providing excellent customer service.
Do you strive to be average Verizon? With all the buzz in the early stages about how wonderfully great Fios is, how cutting edge, I thought average wouldn't be good enough for you; not even great. Exceptional is the word I'm seeking and I'm not only saddened and disappointed, but angered and distraught by how I've been treated and how you have painfully failed to live up to people's expectation. Truly sad...
Since no one seems to care, my ideas for improving service and retaining more customers is as follows:
1. Be available AFTER people get off work; not just while they are working. We lead busy lives...It's YOUR responsibility Verizon to go out of your way for your customers; NOT your customers constantly having to go out of their way for you.
2. Better train call center reps so that they can at least "act" like they have a genuine interest in the customer's satisfaction and overall outlook on Verizon. Acting like they care goes a LONNNG way. If you want to retain customers at all, it is URGENT that this be addressed.
3. Get better organized. When I call, I shouldn't have to give you my birth certificate # or some other crazy personal info to gain access to my account. A simple phone #, SS# or 4 digit code, like what Comcast does, is sufficient. Arguing with me that what I'm providing is not good enough and trying to convince me to go on the web site to address my issues is a LOSE/LOSE outcome for Verizon all around. Ridiculous...(still shaking my head)
4. Shorter wait times or AT LEAST get XM radio as the on-hold music. When I have to sit for 30 min to an hour+ on hold, that annoying whining music is dreadful. If I have to wait that long, at least put on XM radio.
5. Update the call centers so that each rep knows EXACTLY which #'s are to which depts and which extensions to transfer us customers to instead of sending us on a wild goose chase that we have no control of. Sending to the wrong depts and then only to NOT be able to get assistance because your "closed" is not the right way to go about it at ALL!!
6. Care...common sense (or not?) Care about your customers. This is CRITICAL. It's only a matter of time, if nothing changes, before you will be begging customers to come back once they've gotten tired of putting up with this lackluster service.
7. Don't "black list" me. Just because my account is suspended doesn't mean you WILL NOT and CANNOT help me. If I call to do my due diligence and pay my balance HELP ME! What's so difficult about that, I don't know. BUT, saying you can't help because I'm behind makes me feel like I'm outcasted or shunned. Is that the way you, Verizon, intend to make your customers feel? Tisk, tisk is all I can say about that... (still shaking my head)
8. Do your due diligence... If I pay $404 to get my account caught up, why o' why do I have to wait 4-12 hours for service to be reinstated???? I did my part...you need to do yours.
I could keep going, but do you really want me to? Is this falling on deaf ears or are you turning a blind eye? It wouldn't surprise me at all at this point...after the experiences I've had, nothing would. Needless to say, the nails have been driven in...one less customer for you to have to worry about Verizon after tomorrow.
I guess I'm always wondering why it takes several days for a payment submitted online to Verizon (Residential or Wireless) to clear my banking account. For a company promoting their lightening fast speed, one would think they'd be happy to take my money a lot faster. I also realize it's odd to complain that someone isn't taking my money faster, but once I pay a bill, I'd like the money withdrawn from my account in a timely fashion. Visa and MasterCard seem to be able to take it the same day. Why does it take Verizon at least two days?
I'm sure I am not the only customer who wants both automatic payments AND a paper bill.
As a single person who has suffered repeated long term illness, I have had to ask other people to monitor my bill paying, make bank deposits, and generally "take over". I do whatever I can to leave footprints for those helpers to follow.
In the current Verizon system, if a person is not physically and mentally able to remember passwords, account numbers, and Verizon pin numbers, there is no way for anyone to get into the system to monitor the relationship. I'm sure there are many people in nursing homes and long term care facilities who are paying for phone service they no longer use at home. They may still own the property, but there is no one there to use the phone. Possible the phones have been removed but the service is still on and they are paying the bill every month.
You have designed a system that is one-sided in Verizon's favor. It is not unreasonable to request a paper bill for a utility relationship that amounts to hundreds of dollars each year.
I have to try several times a month to try and make a payment online because the site is always "experiencing difficulties". Then Verizon has the nerve to charge a late fee when you are late because you couldn't pay your bill on-line for days. And if you are a business customer good luck finding the sign on page for a business customer to pay your bill. After trial and error several times you will finailly find a place to hit for if you are a business customer. One would think that if a business was trying to sell internet services that that would have one of the better use-friendly, up-to-date sites out there , instread of one of the worts that is down all the time.I think I will now use my time research alternative services instead of watesing my time each month trying to pay my bill.