Effort to lower bill for internet service but internet speed lowered and package changed
CC172
Enthusiast - Level 2

I called Verizon customer service this morning in an effort to lower my bill.  I specifically told Robert "DO NOT LOWER my internet service".  The savings was only $5 and I need a good internet connection for streaming. He said that I could cancel my sports channels only and that would lower my bill by $17.  Not only did he remove the one bill option that I had, he also lowered my internet speed and downgraded my entire package.  Well I called back a few hours later to undue the damage he did and the rep basically said tough luck there is nothing we an do. The package you had is no longer being offered.  I said but the change was made a few hours ago and it was the Rep who made the mistake. So now I am being punished he Robert's mistake.  I  called back again and got Jackie who was much more helpful and did attempt to be much more helpful than the other 2 **bleep** I had.  Unfortunately I still dont have all the channels  I had before and I think my bill may even be higher than when I started.  So basically I am paying more money for less channels when the whole reason I called was to pay less money. The moral of the story is all Verizon customer service reps are not created equal.  If you get the wrong one beware because you could end up paying more, extending your contract, remove the one bill option, and have you paying more for less. I am looking into Time Warner and Direct tv.  I think untimately I am moving towards getting rid of cable all together.  All you really need nowadays is a good internet connection.  Its worth paying the early termination fee just to avoid feeling like Im being cheated!!!

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Correct answers
Re: Effort to lower bill for internet service but internet speed lowered and package changed
Verizon_Support
Customer Service Rep

We're very happy that that this has now been resolved for you. We were able to get you back to what you had before these changes.  If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
 
- Joseph_VZ

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Re: Effort to lower bill for internet service but internet speed lowered and package changed
ElizabethS
Moderator Emeritus

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

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Re: Effort to lower bill for internet service but internet speed lowered and package changed
Verizon_Support
Customer Service Rep

We're very happy that that this has now been resolved for you. We were able to get you back to what you had before these changes.  If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
 
- Joseph_VZ

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Getting charged for discontinued phone and internet services
tpahu0011
Enthusiast - Level 1

This has got to be the worst phone/internet company ever. I had called Verizon in Nov 2013 to cancel my internet and phone service because I wanted to go with another company. As a matter of fact, I had to call them twice just make to sure the service was disconnected. About 3 months later I get a collection bill trying to collect a bill for Verizon. I called the collection agency back and was told to call Verizon, so I did. I told them, I even got credit back to my account on what I overpaid from the previous months bill. I checked and yes I was credit back what I overpaid. I told them my phone and internet were discontinued in November the year before. They checked and said it was and dont worry they will take care of it. Now, its 2015 and I get another collection bill trying to collect for Verizon. I was confused on what this could be, I went online and logged on to the old verizon account and Lord behold, the account was still active and they were charging me for internet I wasn't even using. I totally have a different internet carrier. I dont know if I need a lawyer or what, my credit is ruined because of these 2 bill collection bills and its obvious that contacting Verizon does not take care of anything.

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Re: Effort to lower bill for internet service but internet speed lowered and package changed
LawrenceC
Moderator Emeritus

Hi tpahu001,

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: Effort to lower bill for internet service but internet speed lowered and package changed
Predator7
Specialist - Level 1

@tpahu001 wrote:

This has got to be the worst phone/internet company ever. I had called Verizon in Nov 2013 to cancel my internet and phone service because I wanted to go with another company. As a matter of fact, I had to call them twice just make to sure the service was disconnected. About 3 months later I get a collection bill trying to collect a bill for Verizon. I called the collection agency back and was told to call Verizon, so I did. I told them, I even got credit back to my account on what I overpaid from the previous months bill. I checked and yes I was credit back what I overpaid. I told them my phone and internet were discontinued in November the year before. They checked and said it was and dont worry they will take care of it. Now, its 2015 and I get another collection bill trying to collect for Verizon. I was confused on what this could be, I went online and logged on to the old verizon account and Lord behold, the account was still active and they were charging me for internet I wasn't even using. I totally have a different internet carrier. I dont know if I need a lawyer or what, my credit is ruined because of these 2 bill collection bills and its obvious that contacting Verizon does not take care of anything.


Problem is Verizon Customer service are not knowledgable enough to handle Cutomers of any kind!!!!One Agent was unable to find what changes has been made by previous Agent!!!So you have to call at least three times to get it right and ask for E-Mail confirmation of change,add,upgrade or downgrade or cancel of service.It seemes to me Verizon has very few knowledgable Agent compare to others Carriers!!!Verizon train your Coutomer Service Agent before you put them infornt of your Customers!!!!!!!!!!!! 

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