I started this page right after finishing my “chat” with Verizon Fios regarding a billing error. My frustration with Verizon’s lack of customer service and lack of problem solving skills had to come out in some way…and this seemed to be the most immediate option.
Recently, I ordered Verizon Fios internet only and received a self install kit. The kit didn’t work so I called Verizon and the Representative offered to send a Technician at NO CHARGE. I double checked with them to make sure there would be no fee because generally there is a fee for a technician to come out to your residence. I was told there would be no fee as I was a new customer. I was satisfied with that answer.
After the Technician came, I noticed the fee on my estimated bill. I chatted online with a Rep who stated I would have to call back after I receive the actual bill. So I waited and forgot about it until I got the current bill. Today, I chatted online with a Representative just now and He kept repeating that “no notes were made on the account so he cannot waive the fee”. That of course makes no sense. This is the second call I’m making with no solution. I asked him to pull up the original call where the Rep promised no fee for the tech visit. He stated he cannot pull up the call.
In a time where all calls are recorded, why wouldn’t they be able to pull it up or at least pull up a note from that call. Then what is the purpose of recording calls? I asked to be transferred to a manager or someone with authority to make a change on my account. That was denied as well. Most likely, the Rep is in a foreign country and has no authority to make any changes to my account.
I almost forgot to mention the fee, it was a whopping $120. I thought it would be about $40 which is generally what is advertised online on their site.
I have no issues paying my bills and will pay any bill if it is correct. If I was told initially that there would be a tech fee, I would have gladly paid it because I was INFORMED that there would be a fee. Why would a Rep tell me there is no fee and Verizon bill me afterwards. Is that a good business practice?
In a time where most companies strive to excel at customer service, Verizon seems to be going backwards. Back to a time where companies didn’t care, back to a time where you would wait all day for the “cable man” to show up.
I am deeply disappointed, no, actually I’m outraged that Verizon will not stand behind their Rep’s promise. Below is the chat from today:
Chat Subject:Billing / Online Bill Pay Inquiry
Your Question:I was incorrectly billed $40 for a technician visit when I was told over the phone there would be no charge since I was a new customer. Please remove the $40 charge.
Thank you for your patience. A Verizon chat expert will be with you shortly.
Agent Leo has joined. (10:48:03)
Leo : Chat ID for this session is 12211540524. (10:48:03)
Leo(10:48:18): Hello. Thank you for chatting with Verizon. May I have your first and last name please?
ANITA(10:48:32): Hi Leo, my name is Anita
Leo(10:48:46): I’ll be happy to help you. For security and protection of your account records, please provide your billing phone number, plus one of the following pieces of information:
* Your Account Number
* Alternate or Mobile contact phone number on file
* 4 – Digit Account PIN
ANITA(10:49:06):
ANITA(10:49:44): acct. #
Leo(10:49:55): Thank you, give me just a moment to review the account please.
ANITA(10:50:01): Sure
Leo(10:53:29): Thank you for continuing to hold. I am still working on your request and I will be back with you in a few moments. If you receive a ‘no response’ warning, please respond to keep the chat open. Thank you for your continued patience.
ANITA(10:53:45): Ok, thank you
Leo(10:56:55): I do apologize about the wait, I am not showing on the notes about the tech fee being waived, and I show on the email that was sent for the order the tech fee for three installments of the tech fee, since it is not in the notes on profile, I would not be able to waive the fee.
ANITA(10:59:19): October 19th at 2 pm, I chatted with Robin when I saw the fee on the next bill. She said to contact you when the bill was processed and shows the fee. When I first received the kit from you at home, it wouldn’t work to set up my internet. When I called your center for help, they said a technician would come out. I double checked to make sure there was no technician fee. The rep said there is no fee since I was a new customer. How can you say one thing over the phone and do another on the bill.
ANITA(10:59:31): That is completely unacceptable and unfair to the customer.
ANITA(10:59:50): I don’t want to start off my service with Verizon this way
Leo(11:01:05): I do apologize, I understand that you are frustrated, looking into the notes and on the account, I am now showing anything about waiving the fee, I would not be able to waive the fee, if it is not noted on the account.
ANITA(11:02:34): Please forward this to a manager or someone who can waive this fee. I paid in full over $200 for your router. I was willing to self install which is the reason you shipped the self install kit. It was not able to connect which is the reason you sent a tech.
ANITA(11:02:47): If this fee is not waived, I will not renew my service
Leo(11:03:47): I do apologize, I had a manager look at the situation and look over the account as well, and they advised me that I can not waive the fee if it is not noted on the account.
ANITA(11:05:07): How can anyone note it on the account? Your rep that I chatted with last time said to call back which is what I’m doing now. YOU have to note it, one of your reps have to note it! You’re a rep and I’m contacting you about this fee that was put on my bill in error. This is Verizon’s mistake and I want you to fix it.
Leo(11:06:12): I do apologize, any rep that speaks or chats with a customer will note in the account what was spoke about, and there is no notes regarding the fee being waived.
ANITA(11:06:35): Also, I have two websites and review channels with thousands of subscribers. I will definitely put a negative video review of Verizon on both channels which will influence your customer base – if you do not waive the fee.
ANITA(11:07:06): Verizon cannot promise to NOT charge a fee and then charge it
Leo(11:08:18): I apologize for the trouble you’ve experienced. Do you have any further questions at this time?
Leo(11:10:19): I haven’t heard from you. Would you like to continue chatting?
ANITA(11:10:20): I guess the negative review is going up on YouTube before the New Year and there will be plenty of comments on Twitter as well. It’s amazing that for the small amount of $40, Verizon is willing to upset a customer. Anyway, besides the fee, what is my monthly bill?
ANITA(11:10:52): Is it $29.99 plus tax?
Leo(11:12:52): I do apologize, there is still one more payment of the tech fee and jack fee, I would not be able to have a total bill amount until the next bill is processed.
ANITA(11:13:31): What is the tech fee – exact amount and what is the jack fee – exact amount? What does jack fee mean?
Leo(11:15:46): The tech fee is 49.99, and three installments of 16.66, and the jack work was 69.99 with three installments of 23.33, and the jack fee is when the tech had to install the jacks for the internet.
ANITA(11:17:52): Are you telling me you are charging $120 because the technician came to my house?
Leo(11:18:27): Yes you are correct, that is the fee.
ANITA(11:18:43): That is completely outrageous!!
ANITA(11:19:00): I refuse to pay that amount because I feel like I’m being lied to and cheated!
Leo(11:20:03): I do apologize, I would not be able to waive the fee if it is not noted in the account.
ANITA(11:21:05): You record all calls to your center. Why don’t you pull up the call I made when your rep said there would be a tech sent out at no charge? That will tell you that it is your rep’s mistake and not mine. I shouldn’t have to pay $120 for your mistake!!
Leo(11:21:40): I do apologize, I am unable to pull up any calls.
ANITA(11:22:43): This is completely unbelievable! Verizon has just offered me the worst customer service. Thank you for NOT solving my problem. I will follow up in other more productive ways
Leo(11:23:30): Thank you for chatting with Verizon, have a great day.
******* How would you feel if this was your experience? ************
UPDATE: After one more day of chatting online and one more day of tweeting Verizonsupport, I was told to
call and ask for a Supervisor which I did. He listened patiently and credited me the fees! What
I’ve learned from this experience is that it is best to call (yes, the old fashioned way – on the
phone) and speak to a live person. I’m glad that this was resolved and I don’t have to waste my
time on this matter in the New Year!