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HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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Rocket11213
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Posts: 15
Registered: ‎04-22-2011

HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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Hi , Has anyone else had the same on going billing problems with Verizon FIOS monthly bill bal due? I find it very frustrating with why the reps which give conflict info reasons,etc and then need to get a supervisor to resolve by billing bal. No one is paying me for this hours on phone with Verizon. When I got fios this January I been told several times by customer services reps , Oh you will really enjoy Fios Triple play, Well If I new it was going to be at upsetting me each month many calls to billings . I doubt I would get Fios , considering the many other company's offers. Which if the poor customer service reps of billing. Tech support keep up. I will drop this fios. It is not the customers fault Version has poorly trained there rep of billing, and also many techs. This is no excuse by Verizon to allow and fail to correct this and billing errors which are on going. If anyone has the working hours when live billing reps available mon thur sund work hrs pls let me know . also the corporate home Verizon Home office to mail a letter to plus, also with customer support e mail address and or anything along them lines.Thank you

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BeckyS_VZ
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Posts: 307
Registered: ‎12-15-2010

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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I'm sorry you had trouble getting the info you need. Here are links with all means to contact Verizon: http://www22.verizon.com/content/ContactUs/. (The Chat link will load after the page is fully loaded.)

MMiller
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Posts: 4
Registered: ‎05-10-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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I definitely am!  It takes at least an hour to get someone on the phone, and when you do they transfer you from dept to dept.  I need to talk to someone who has authority to actually fix my problem.  All they do is say this isn't the right dept, or my computer is down, or we lose connection. It's very frustrating.   Please see my most recent post within this board.

 

 

jeb
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Registered: ‎05-31-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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I have had nothing but problems for the past two months. All I did was move and upgrade to Fios. First, they keep billing me for the old number (my new bill I just got has charges for the old number) along with the new number charges. Second, I cannot receive calls and they make it seem like its my fault. I still cannot set up an account for the new number online. No one at Customer Service seems to understand that all I want is to have to old number cancelled and the new number set up. One rep though she found the answer and her explanation made sense. But, I still have charges on both old and new and I can't get calls on the new. For the record, DLS was so much faster than Fios internet -- it is not even close. I am so close to dropping Verizon for everything from cell thru internet and phone and cable. I am not very happy with them.

thartmann
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Posts: 1
Registered: ‎06-07-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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YES!  I hadn't received a "paperless" bill since January 31, 2011 when I got an email stating that I hadn't paid my bill for 3 months.  I immediately paid the bill but called customer service to inquire if I got hit with any late charges and teh rep said yes so I asked to dispute it since the "paperless" bill service they offered and asked that I join was not working and the rep told me that any late fees would NEVER be refunded regardless of the issue.

 

I submitted a claim through the Better Business Bureau and within 4 days I had the money credited to my account.  To this day I have not received any phone call from Verizon apologizing for their mistake AND they still do not have the paperless billing back in service because today I decided to check my account on-line and sure enough, my bill is due on the 9th but no email notification was ever recevied at my VERIZON email account.

 

Go figure...

BarryNYC
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Posts: 2
Registered: ‎07-17-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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I posted this to another message, but definitely applies here... I would NEVER trust VZ with paperless billing. I have been a customer since 2008 and at least every other month they sneak erroneous charges onto my bill. I would NEVER switch to paperless. I have had nothing but HORRIBLE experiences with their billing dept not knowing what was going on. And the amounts that show on their screen don't always match what appears on my printed bill. I CANNOT imagine just taking their word each month. My suggestion...keep the printed, paper bills coming and pay online if possible since all of that is tracked and recorded several places. I have to review and correct the bill each time these issues happen and Vz billing acts as if I should just accept how much they charge me. Well I have my billing amount calculated in such a way when it's 2 dollars off, I am on the phone with them. Once connected, they are surprised and tell me the credit for the mistake will appear on next months bill so you then need to watch and follow up if it doesn't. ALWAYS GET THE REP'S NAME, DATE/TIME YOU CALLED. My favorite thing is now I record all my calls to them. Just because their AUTOMATED systems tells me I "maybe" recorded, I then stay to the machine I am recording the call. Not my fault if no one is there to hear it! At least have the nerve to have a live person say to me they are recording so I can return the favor in kind.
tns
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Posts: 1,759
Registered: ‎05-22-2010

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

Message 7 of 25
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Actually I have had various billing problems, but the reps were always very helpful in correcting them.

kevans
Copper Contributor
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Posts: 10
Registered: ‎05-20-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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Sounds like you have the same issues as I do my friend. I originally posted my dilemma on here but the post was pulled and directed to someone at Verizon who is supposed to fix all of these issues. I returned the call today and all I was told was that I would received 2 months worth of billing, June and July, within the next 7 days. He then told me to call him once I receive the bills if I have any questions, but that my services wouldn't be interrupted in the meantime. So we shall see. I truly think that all in all, Verizon is the worst at customer service. And before this post gets pulled by the forum moderator, let's be clear that these are stated and proven facts what I state about Verizon and their representatives they employ. 32,000 people across the globe could not possibly sing the same song in the same manner. Everyone says the same thing about Verizon- The customer service SUCKS.  Either way, I'm pretty much done with Verizon as a whole. Customer service reps are horrible and no, this is not a defamatory speech, this is a FACT and it has been PROVEN.

tomitchell
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Posts: 3
Registered: ‎07-21-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

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I can not relay the amount of fustration I've had with Verizon customer service as well.  it has taken them over 6 months to correct at problem.  and me tens of hours waiting on the phone. When I ask for a supervisor, one is never around to help. 

 

 

tinkerman2
Contributor
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Posts: 1
Registered: ‎07-25-2011

Re: HAs anyone else having Fios Billings problems and billing Reps poor trained in handling them?

Message 10 of 25
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RECEIVED MY BILL DUE AUG 12. LOOKING OVER WAS BILLED FOR TWO MONTHS OF SECURITY BUNDLE CHARGING FOR MAY AND JUNE AT 10.00 A MONTH. AGENT SAID VERIZON  BEHIND IN BILLING.DONT BELIEVE THAT. SO WITH A WORD OF ADVISE  CHECK YOUR BILL ALWAYS.

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