I called customer service on August 01, 2019 with a 'no dial tone' issue for my phone service which I tried to use for the very first time. After troubleshooting on the phone, the customer service lady told me an on-site would be required to troubleshoot it. She sent me a text to accept the onsite visit. When I noticed the $99 service charge on it, I told her I believed the issue was on the Verizon side and I did not want to pay the charges. She specifically said not to pay attention to the charge as I will be charged only after the technician confirms the problem to be on my end and with my consent to do the work required. (Note to everyone, if you ever hear this stance from any support rep. don't believe a word of it)
This morning the technician showed up, checked there was no dial tone on the phone, went outside and did some work involving the cabling on the Verizon box, taking a cable from one old Verizon box to put in the new Verizon box and tone came in.
I asked him what the issue was. He said that the original service technician had never connected the main phone line. I asked him whether there was anything for me to sign, he said no.
The next thing I receive a bill for $160 ($99 service charge, $60 internet box), mind you, there was no issue with the internet service whatsoever and whatever work he performed to correct was on the Verizon equipment and by his own admission, something that Verizon should have done in the first place.
I called the customer service again. While the original responder seemed to understand the issue, she could not help with the charges. When I tried to explain the situation to her supervisor Kevin, he flat out said no further consent is required or needed to charge the service visit, except when you open the ticket (completely opposite to what the other service representative told me on the phone explicitly) and that the charges will stay. He also claimed the work was suppsedly done on the customer line. When I asked him about the nature of the 'internal work' he said he did not have any documentation of it. I asked him to contact the field technician, he said he could not do that either. I asked him to send me in writing what he as stating and claiming for these charges, he said he could not do that either. Go figure.
Considering my current service is under contract, I consider this no less than simple extortion by Verizon and no regard for their own contractual obligations or what they tell their customers.
Needless to say, I shall be looking for another provider as soon as I get a chance and will file complaints to FCC.
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