Let this serve as a warning to anyone who doesn't want their money "held hostage" by this company.
I was a VERY HAPPY Verizon customer for years. I had Verizon wireless, Fios TV and Internet, and when I had a landline phone, it was Verizon as well. Their tech support staff was great for me (when I had issues), and the tech's that came to the house to do installation were very friendly.
THEN, in August, my contract was up, and I was also planning to move. I planned to take my Verizon services with me, but I then found out that my roommate already had Fios. So I cancelled my Fios service, expressed to the agent on the phone that I had been a very happy customer, but my new roommate had Fios, so we didn't need two accounts, and that I would be extremely likely to get Verizon service again in the future, because I enjoyed them so much.
My Fios was disconnected 6 days into a billing cycle (as arranged), and this is where the trouble began. I was told when I disconnected "you will received a pro-rated bill this month", I was assured I would be charged for the 6 days. Instead, a couple weeks later, I get a bill for the FULL amount of a month's service.
Of course, I contacted customer service. This online agent tells me that I was charged for the full amount because I was billed before the disconnect date. She said that I had to pay for the full amount OR I would be charged late fees. And then "next month you will receive a refund". Now, this is a ridiculous method of billing to begin with, let's just say that. But in the end, I agreed to it. (For the record, I went back and forth with this very rude and condescending "service agent" for awhile before finally giving up on anything satisfactory happening)
So, I wait until this month... anticipating my refund. I get my "memo bill", and there is a credit to my verizon account. So I asked an online agent again "how do I get this credit refunded to my account?" She sends me a copy and paste response (as usual, and I'm sure their trained to do so) about my final bill, etc. So I tell her "I just got my final bill, and it has a credit on it, I want to know if I can get the credit sent to my debit account", her response "it has to say final".
The take home from this second conversation: I conversed for a few minutes with an individual who sent me copy and paste responses, and then sent me rude condescending messages as if I couldn't read. OBVIOUSLY, if you say something to someone, and they have questions, it is because they want clarification, and some kind of help, not for you to say the same thing over again and then be rude about it. And, the kicker, they will send your refund (when they feel like it) electronically to your bank account if you have one on file... otherwise, you have to wait 60 more days for them to mail you a check. AFTER you receive whatever they deem to actually be your "final bill".
Clearly, the online assistants are a waste of time. And worse than that, the billing methods of this company are completely screwed up.
As long as there are other options out there for TV and internet, I won't be a Verizon customer. I honestly think I would sooner sign a contract with Comcast than sign with Verizon again.
Current customers: If you're planning on severing ties with Verizon, ever: be warned that it is going to be a 3-4 month process, just like trying to get rid of a really clingy ex-girlfriend.
You are 100% correct. It seems that is their tactic; simply repeat a statement; never resolve anything. I am trying to disconnect my fios service, but has to be done over phone; catch is have to wait one hour for next available agent. Great service isn't it. Once I get out I'll never ever have anything to do with Verizon. Too many other providers to have to put up with their nonsense.