BILLING NIGHTMARE-HELP! HELP! HELP!
Sixx2
Enthusiast - Level 2

I AM BEING CHARGED FOR A MULTI-ROOM HD DVR I HAVE IN MY HOME AND NOBODY IS LISTENING!!!

I am deeply unhappy Verizon customer, I have spent many hours trying to resolve my issue almost for a year now. In short, I have updated a DVR box back in FEBRUARY 2011 with a new HD Multiroom DVR box. Unfortunately, the old DVR box was stolen from my car and ever since, I have been unsuccessfully trying to remove it off my account (and monthly charges to cease).

Every time I call customer service I talk with a new person, I have to explain everything over and over; the monthly charge continued and the issue did not get resolved. In DECEMBER 2011, I received a bill stating that the Multi-Roon HD DVR has been removed off my account (the $19.99 monthly charge was also removed) and I was billed for $550 + tax which is a charge for the Multi-Room HD DV box I currently use!!!

Verizon no longer uses the old DVR box model, it had been discontinued for same time, nevertheless I am told (by same reps that I would pay the price for a brand new box because the electronics don't depreciate, by other reps that I would pay $300, or $99 or I would not be charged because the box is discontinued)

Every time I call I speak with different reps. from different call centers, I have to explain all over again how the box was stolen, etc and when I tell them what I have been told by previous supervisors or customer service reps, they just say "I don't know" dismissing conversations and promises and confirmation numbers as they never happened. It's like speaking with a brick wall every time!

I have faxed letters and police report, I was given confirmaton numbers and ticket numbers and I was reassured each and every time that this issue will be resolved. When I call to check on the status of my dispute, I am asked to give details and what is the problem and the reps cleverly remain vague and give as little information as possible. I CANNOT TAKE IT ANY MORE!

I am absolutely beside myself regarding the way Verizon resolves customer disputes; I think is beyond being deceptive towards consumers. Please, please,if you, or anyone has any solutions (who should I contact or file complaints with)please contact me at {edited for privacy}

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Re: BILLING NIGHTMARE-HELP! HELP! HELP!
KH-OrnEsh1
Moderator Emeritus

I'm sorry you are having difficulty. 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.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP!
Sixx2
Enthusiast - Level 2

This is a summary of errors that need to be addressed regarding my account:

  • Remove DVR box (stolen DVR)(monthly charge $12.99) from my account
  • Add back to my account Multi-Room DVR Box (MR-DVR)(monthly charge $19.99)-I am currently using this box
  • Bill my account for $6 (amount removed in error for billing period 11/16-11/24
  • Remove $550 + respective tax off my account – I am being billed for MR-DVR instead of stolen DVR
  • Bill me for $99+tax for the stolen DVR as per discussion with Supervisor {edited for privacy}, on 09/20/2011, Confirmation # {edited for privacy}
  • Credit/refund my account with the amount of $116.91.  I have been charged erroneously for 11 months the amount of $12.99 per month (DVR reported stolen to Verizon on 02/12/2011) I received credit for 2 months ($28.26 on 08/16/2011) and have not received credit for the remaining 9 months

Thank you.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP!
Sixx2
Enthusiast - Level 2

It has been nearly 2 weeks since I posted my complaint; I see other newer posts as being 'resolved" within a couple of days, yet I am still waiting.  Please give me an update on the status of my complaint/dispute- I just received a new bill showing the same errors.  Thank you.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP! -IS ANYBODY THERE?
Sixx2
Enthusiast - Level 2

Besides the initial customary response from Verizon and the request to fill out a form I have not been reached by anybody. 

Is anybody there? 

What happens when there is NO response to the complaint/dispute through the residential forum?  I loathe at the idea of calling the Customer Service, can't take the cretinism any more.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP!
Sixx2
Enthusiast - Level 2

This is the answer I received from Verizon more than 3 weeks after my posting.  Nobody made any effort to communicate with me/this is the answer I was given when I asked for a status update: 

"We've been advised that we do not credit for lost equipment, even if it was stolen. You would need to file a claim with your insurance company to pay for the unreturned equipment fee associated with the DVR.

 

-adam."

It only addresses one issue, the rest are not mentioned at all!!!!!

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Re: BILLING NIGHTMARE-HELP! HELP! HELP! Coming up on ONE YEAR
Sixx2
Enthusiast - Level 2

I AM AGAIN ATTEMPTING TO RESOLVE THE ERRORS MADE BY VERIZON.  Here is my response to Adam's messsge:

Adam;

1) I did not file with my insurance because I was told, initially, that I would be billed $300 for the stolen box. My insurance deductable is $500.

Afterwards, I was told that I will be billed $99 by a Supervisor and I have a CONFIRMATION NUMBER.

Afterwards, I was told that I will not pay anything for the stolen box because Verizon no longer uses this discontinued model.

2) I am also owed credit back for $116 for being billed erroneously for 9 months.

3) I am also billed, erroneously, for the stolen box ($12.99) - I am supposed to be billed for a Multi-room DVR at $19.99 per month.

4) Instead of removing the stolen box from my account, they have removed the box I am currently using.

5) I am being charged for the WRONG BOX.

PLEASE ADDRESS EACH POINT, SPECIFICALLY, AND PLEASE BE SPECIFIC (IN WRITING) AS TO WHAT IS THE RESOLUTION VERIZON DETERMINES FOR EACH ISSUE.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP! Coming up on ONE YEAR
screwedcustomer1

The bigest mistke of my life was toi sign up for FIOS.  My life has been GRIEF after I cancelled, & they said I never did.  I talked to thier reps for a week straight when I cancelled, porting my phone back to Brighthouse.  Noe they are trying to charge me $170 for service I never had.  Their reps do not care about the customers.  Its all about the money they think you owe them.  Good luck, you will need it, because they will not respond to your requests.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP! Coming up on ONE YEAR
Sixx2
Enthusiast - Level 2

Thank you screwedcustomer!

My husband loves the FIOS also and that's the only reason I am still fighting this.  I truly think that bad customer service, different answers by different reps, not resolving their own errors goes deeper than we think.  It has to be a deliberate practice NOT to resolve issues that benefit them monetarily!!!!

It is like an INSURANCE company DENYING CLAIMS although there should have not been denied.  Think about it:  you sign a contract (or not) but you agree to PAY for services rendered by VERIZON.  You fulfill your obligation BUT they DO NOT keep their part of the bargain.  They bank on you giving up.  Look up and see how many Insurance companies got busted for illegally denying claims.

Usually,it takes a WHISTLE BLOWER to expose the intentional misrepresentation and fraud.  I sure hope one day somebody will expose them.  In the mean time, Obama is creating that new agency that has something to do with CONSUMER PROTECTION and as much as I loathe the idea, I welcome it just to burn corrupt companies like VERIZON.

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Re: BILLING NIGHTMARE-HELP! HELP! HELP!
Sixx2
Enthusiast - Level 2

Just for anyone who is keeping up with this- I am going on ONE YEAR since I have been trying to resolve the errors.

"I am going to have a billing specialist review the questions you have and reach out to you and provide an update.

Thank you,
~Eric"

I am hoping this is the one. wish me luck!

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