Sign in

Verizon Online/Fios/DSL Services for Metro Washington DC

Sharing is caring! Have something to share about Verizon Online/Fios/DSL Services for Metro Washington DC? Use RevDex to write a review
Reviews Verizon Online/Fios/DSL Services for Metro Washington DC

Verizon Online/Fios/DSL Services for Metro Washington DC Reviews (169)

Review: Verizon will not let me cancel service to my account. I have waited on hold for hours with no response. My wife went into the store with the equipment and they would not take the return. and request to cancel the service.Desired Settlement: Please allow easier cancellation of service. Much more prompt and helpful customer service.

Business

Response:

Subsequent to receipt of the

complaint, I spoke to **. [redacted]. I

apologized for his concern. I reviewed

his account and confirmed that as of May 30, 2014, he had disconnected his

voice and video services. **. [redacted]

wished only to continue high-speed internet service. A $10 Internet twelve-month credit was added

to the account on May 30, 2014 and the video and voice services removed.

Review: Verizon prominently advertised a $300 debit card as a promotion for signing up for FIOS. The advertisement stated that the card would be sent in six weeks. However the actual policy is that the card is delivered 2-4 weeks after the account has been current for 60 days. This is substantially longer than advertised.

The manager with whom I spoke was uncooperative when I tried to obtain the information needed to file this complaint. She would not provide a business address or contact information. The only way I know to contact Verizon on this issue is to call the general number, ###-###-####, wade through a considerable recording, then ask for Promotions, then ask for [redacted], Employee ID [redacted].Desired Settlement: I asked to suffer no adverse consequences if I failed to pay any more bills until I received the card. Verizon refused. I renew that request.

In addition, I ask that Revdex.com work to persuade Verizon to discontinue their deceptive practice.

Business

Response:

Hi [redacted],

Thank you for making us aware of **. [redacted]’s concerns regarding his $300.00 gift card offered as a promotion for signing up for Fios. I have referred this matter to our Customer Service Department. A customer representative has researched this account and has advised that the gift card is scheduled to be mailed to **. [redacted] on 10/27/13. I have left a message on **. [redacted]’s voice mail updating him on the status.

We trust that this information will help to resolve the complaint for **. [redacted]. We apologize for any inconvenience that **. [redacted] has experienced as a result of the above matter.

Thank you,

Verizon

Sr. Analyst-Customer Svc

Potomac Customer Advocacy

###-###-####

NOTICE: This message may contain privileged and/or confidential information intended only for the recipients. If you are not the intended recipient or the person responsible for delivery of this message to the intended recipient, please delete this message and do not distribute, copy, or retain this message. If you received this message in error, please notify the sender immediately.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have not yet received the settlement, just a reiteration of the promise that it will be sent. It is already three weeks overdue, according to information the company provided to me at the time of purchase. Furthermore, I requested that they correct their advertising so as not to deceive other customers, but they have not done so.

Regards,

Review: We signed up for Verizon Fios Internet with up to 15mbps download speed on 03/20/2013. Since then, w'd consistently experience EXTREMELY slow internet speed (less than 1 mbps download) during peak hours such as week nights. And this was all using wired, so with wireless, we were pretty much getting less than 0.2 mbps download speed.

We would call and/or go on the live chat, and every time they'd tell us to do the same thing like restarting and resetting our router, but the problem would NOT go away. We could barely watch movies on [redacted] or [redacted] because it was so slow, and of course during non-peak hours such as Sunday mornings, the internet speed would return to normal. We've lost track of how many times we've had to contact Verizon, and they STILL haven't fixed the problem! I don't understand how after more than a month and all these calls that nothing gets resolved, this is absolutely ridiculous.Desired Settlement: First, fix the ridiculous speed. We're NOT paying for 15 mbps download only to get 0.5, that is outrageous. Second, we want a refund for this past month's joke of an internet service. We could get better speed streaming thing using our phones than we could with wired internet.

Business

Response:

The customer advised that he is having extremely slow internet speed. After investigation we show that there was a temporary congestion condition that was slowing the internet connection speed. There was a ticket in already and we were working on the resolution. The congestion issue was resolved on 5/4/13. The internet connection speeds are back to the normal allotted speed.

Review: In May 2014 we converted internet service in our [redacted] Maryland residence from Verizon DSL [redacted] (internet only) to Verizon FIOS (internet/TV/phone bundle). Despite several requests to Verizon at the time of conversion through today, we continue to receive invoices for both FIOS internet service and DSL internet service. We have been paying the invoices for FIOS service, which we are using, but not the invoices for DSL service, which we of course have not been using. We have called and chatted with many Verizon customer service, technical service, and billing people (literally hours of time) and keep getting mixed stories about if the DSL acct is closed or not, plus we are told we owe for Verizon DSL internet service during the period during which we are using (and paying for) Verizon FIOS internet service.Desired Settlement: Verizon to close the DSL internet account that they kept open after converting us to a FIOS internet acct. Verizon to provide a credit to the DSL billing account to show a zero balance.

Business

Response:

A Billing Specialist contacted [redacted] and advised that the DSL account was disconnected on 09/23/14. The representative issued a credit of $132.38 for all charges leaving a zero balance.

Review: We made the mistake of overpaying Verizon fios. They claimed they fixed it, but since this happened in late January/early February, they have changed the information that we could see online, they call us and tell us our payments are cleared, but the emails they send say otherwise, and the online verizon account shows they have cleared, but the money due is still not reflecting that. In addition, we have sent them supporting documents showing all three amounts coming out of our account, then two being returned, then two being taken, and one being returned.

Since then we have worked with several reps, and each has been equally confused by what they see when looking into the account, yet have all agreed that they see where we paid. We have since started to take screen shots when we sign in, which show two of our three accepted payments, yet our bill is still incorrect. They have tried to place the blame on us, but once we showed the documents, they switched the blame to [redacted] bank, and as recent as today, the blame is on the Verizon rep who tried to reverse the payments.

This has taken a lot of time out of our day, and caused a lot of financial issues, as there were over draft fees as well as funds unavailable for over a week.Desired Settlement: At this point we would like our bill corrected reflecting the $1089.15, as well as some form of compensation for the time we spent in correcting their careless mistake with our money. In addition, I think an apology is well past due as they have gone from blaming us, to blaming [redacted] (the bank we use) to blaming the Verizon employee who initially tried to correct the over payment issue.15

Business

Response:

In response to the customer’s complaint, on 6/2/14, a Verizon

financial specialist contacted the customer. The company attempted to explain

that the proper proof of payment was required to investigate the customer’s

complaint. Based on the proof of payment received, for this matter previously

from the customer’s bank, it shows the payments received were reversed on

2/5/14. The company attempted to provide this information to the customer on

6/2/14; the customer does not accept Verizon’s position.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Due to instruction on both the live chat assistance and a call placed to Verizon on January 30th, we ended up making three payments in an effort to satisfy our bill. We made a payment of 545, 544.14 and 544.15. This resulted in us having a credit of 1696 with Verizon, as shown on the my Verizon fios page, and our bank account being charged 3 overdraft fees and causing every subsequent scheduled payment to result in an overdraft fee, and lastly a negative balance all in our [redacted] account.

Review: On approximately 24 May, 2014 I ordered services via phone from Verizon Fios. I was notified at the beginning of the phone call that this conversation was recorded. This purchase included one wireless modem, renting of three high-def cable boxes and one standard def box along with the new instillation of two cable outlets and movement of one cable outlet. I was told the instillation fees would be waved. I was notified toward the end of the call that I would also be receiving a voucher for a free tablet - no-strings-attached. I re-verified the order on the call before it was completed.

When the technician showed on Friday the 30th, he had no record of the instillation and notified me it was approximately $70 per room. I called the customer service on the 30th to have the order corrected per the phone conversation. The service rep ([redacted]) and her manager ([redacted]) had no record of the order and refused to go back to the recorded phone conversation to honor the agreement. **. [redacted] notified me he would look into the conversation and contact me back, which he did not do. The technician at my house was nice enough to complete the instillation, but I still received the email for the associated fees.

Per the email I am now also receiving an additional fee for a stand def box I don't have. I also received notification in the email the tablet actually requires a 2 year data plan contract.Desired Settlement: Provide the services and products as agreed to on the phone conversation.

1. Remove the 3 X $70 instillation fees.

2. Remove the extra standard def box monthly fee.

3. Provide the tablet as advertised without the 'required data plan' contract.

Business

Response:

We spoke with **. [redacted] and explained included in email confirmation, that free tablet requires 2 yr vzw activation. He saw that but was told by rep would be free. Also stated he did tell rep placing order that needed new outlets, and no charges were qouted, nor were outlets on the order and are billed at 64.99 each. The supervisor offered and ** accepted a credit of $15 for 12 months. He was told by 5-30-14 that the supervisor would take 48 hrs to get copy if call was recorded; advised ** not all calls are recorded. A supervisor called **. [redacted] at 9:50, explained, no recording of call. Also confirmed the discount that was added has been processed and should be refleted on 7-4-14 bill.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

While I appreciate the effort the Revdex.com response provided, I'm still disappointing that 1. I was lied to during the initial sale, 2. First response was rude and inappropriate and 3. the organization has only rectified a portion of my issues.

I requested on multiple efforts to retrieve a copy of, what I was told was, a recorded conversation. I believe that if this existed, it was being withheld. if it does exist and Verizon chose to provide it, they would clearly realize they lied in their initial deal.

Regards,

Business

Response:

We have spoken with **. [redacted] and addressed al lhis concerns. Verizons position on this matter has not changed.

Review: I was charged 659$ in error. I moved and Fios was not available to me. Somehow the charges equaled 659. This is a negative on my credit report. When I moved to a different location I tried to get services and that is when I found out I had this bill. I was told by [redacted] that he would have these charges waived. He told me there would be no charge. Its been two years and this is still on my credit report.Desired Settlement: The 659$ Taken off my credit report.

Business

Response:

This is in response to the complaint by the customer

concerning an outstanding balance of $695.00 on a former Verizon account.

Review: I have now tried to reach out to a team member 4 different occasions to get a device taken off my account and pro-rated. I spoke with [redacted] who was extremely helpful, but after several emails and voicemails, been unable to touch base with her on this specific issue. I have only 1 cable "adapter" device. I have never owned, nor will my account data ever even show more than one adapter. About a year ago when I had my first complain with FIOS on [redacted], their engineer came out, swapped adapters, and took my old adapter. But now, FIOS keeps billing me each and every month. I was advised by [redacted] that my account would be fixed, the device removed, and my account backdated for as long as Verizon has been (in one form) unlawfully (forgive the strong term, little discouraged by this and how long its dragged out) charging me for an item they might claim I “need” to send back, but more legitimately something another tech took with them as it was broke...not sure it would even make sense for me to keep a broken adapter...and yes, not a cable box, not a HD DVR Box, a cable adapter...No Verizon, I don’t have it, and have never had two devices hooked up at the same time.Desired Settlement: I want my account pro rated for as long back as they have been charging me for two adapters. If thats 1,2,3 years, so be it. But I have never had two adapters hooked up to my FIOS network. I had a adapter sent to me, I could nto get it working, the tech came in, fixed it with the new adapter, and took my old one with him...

1) Removed from account

2) Pro Rated for as long as I have been charged two adapters

3) credit for following month for having to take family time just to deal with this..

Thanks

Sorry for any abruptness.

Business

Response:

Below please find Verizon’s response to the above consumers complaint ;

Please be advised, Verizon reviewed the consumers account on 11/8/13 and found that the consumer was billed for 2 digital adapters since bill date 3/2013. Verizon billing agent – **. [redacted] contacted the consumer and requested that she provide the serial numbers on the adapters. Records show on 1/17/14 the 2nd digital adapter was removed from the account. The 2/2014 statement reflects the removal of equipment as well as an adjustment of $68.41 for the timeframe in which she was overbilled.

Verizon apologizes for any inconvenience caused surrounding this matter.

No additional adjustments are warranted on the account. Verizon unfortunately does not compensate consumers for time spent, loss wages, cellular usage, etc. Verizon will however adjust a consumers account when there is a billing error and /or the consumer is unable to access Verizon service(s) due to an outage.

Review: In August of 2011 I had attempted to move my high speed internet service from my old residence to my new residence, however Verizon canceled the order stating that they did not provide that specific service to the area I was moving to. I then called Verizon and put in a request to have the service disconnected all together as I was moving fairly soon.

A month later I received an email from Verizon stating that I owed $61.21. I called Verizon and fussed at them because it was apparent they did not disconnect my service as I had requested a month prior. The service was disconnect and I was promised a credit of services from the time the service should have been disconnected. Verizon followed up by sending the following email:

Hide Details

Wed, Oct 26, 2011 at 5:35 AMOct 26, 2011

Message starred

from Verizon Notification to you

Verizon Credit Request Status

From

Verizon Notification

To

Dear Valued Verizon Customer,

We have processed your request for a credit to your Verizon account. Please accept our apology for any inconvenience related to your service inquiry. It is our goal to efficiently resolve our customer's service request for complete satisfaction.

A credit in the amount of $54.99 will appear no later than your OCT, 2011 billing statement.

You may also track your billing adjustment by utilizing our bill view tool at [redacted]/billing

Complete the navigation instructions below to view adjustment records.

Step 1: Sign in to account

Step 2: Click view bill below account actions

Step 3: Click payment tab to the right of bill tab

Step 4: Below payment actions on right side of page click payment/ adjustments history, scroll down to view adjustment history

Sincerely,

Verizon

Customer Care Team

I was under the impression that this matter was taken care of. However, I called to make changes on my existing Verizon account and was informed that the account old account had a past due balance that was sent to collections. I explained that this was a mistake because the account was supposed to be closed out completely and there should have been a credit. I was then informed I had to take it up with the collection agency. I contacted the collection agency and explained to them the issue and informed them I had an email from Verizon.

The collection agency looked at the account information they had on file from Verizon and stated that they saw the credit applied to my account and see a balance of approximately $8. The agent said she was filing dispute papers as I faxed my documentation to her. I asked her how will I be notified, who will notify me and how long would it take? She said she did not know. I then called Verizon and got passed around from person to person no one was able to nor willing to at least let me know what to expect.

I eventually asked who could I speak to to file a formal complaint with Verizon and again no help, no assistance. This has not only affected my ability to change services on my existing account but it has impaired my credit.Desired Settlement: 1) I want Verizon to zero out this account completely.

2) I want them to waive the termination fee for termination of services that will follow the resolution of this complaint.

3) I want my security deposit paid back to me in full

4) I want all resolution out comes from Verizon in writing.

Business

Response:

Our records reflect the [redacted] account was activated 4/2011 and the monthly charge for services was $39.99. Per Verizon records the consumer requested to convert to FiOS Digital Voice services on 9/5/11. The [redacted] account was not disconnected until 9/15/11. The 9/2011 billing statement, reflected past due August charges - $48.30 plus new charges $38.24, minus a disconnect credit of $25.33, leaving a balance of $61.21. Verizon has issued an adjustment of $ 12.91 for the remaining balance which was overbilled (charges billed after 9/5/11), leaving a balance of $48.30 owing (August charges). This amount is valid. Verizon has spoken with the consumer and reviewed the above information with her. Duplicate copies of the August and September 2011 statements have been mailed to the consumer for her review and recordkeeping.

The consumer has been provided with direct contact information should she have any further questions/concerns regarding this matter once the documents have been received.

Review: On or around August 1, 2014, I contacted Verizon to closeout my residential account, [redacted], to commence on the end of my billing cycle August 6, 2014. At that time, the customer service rep apprised me of the protocol and explained that they would send me boxes for their equipment and what equipment they wanted back. Also, he stated that I wouldn't be charged for the equipment if I mailed it back in 30days after the termination of service. On August 6, 2014, I made a payment for $148.83 for the bill that I had at that time. Then, I got a bill for $100.44 dated August 8, 2014 for the Double Play Bundle from Aug 8 thru Sept 7, equipment rental for Multi-Room DVR package, Digital Adapter, two movie rentals and Internet Security Suite. So, I've called five or more times from receiving the bill until October 8, 2014. I gotten various response about this final bill. Around the 20th of August, I spoke with Janice and she stated that she would keep me abreast of this situation and would send me an e-mail to follow up with my final bill because she saw some adjustments were made on the bill from August 8, 2014 because I had a phone number, ###-###-####, with Verizon and it was deleted from the bill. So, she anticipated another bill with adjustments. So, she took my new e-mail address; nevertheless, I never heard from her. Then, I called Verizon at the beginning of September and spoke with Ms. H[redacted]. She apprised me that she saw refund in the system for $75 and it would take a few weeks to process the refund check. Then, I received a call on October 7, 2014 about this outstanding debt of $100.44. So, I called Verizon again and spoke with a Brian. He stated that my service was turned off on September 8, 2014. Then, I challenged him on that statement. So, he continued to analyze my bill and stated that there would be a credit of $31.98. and I still had a balance of $58.14. His computation consisted of the adjustment of the Double Play Bundle with the Fios internet for $39.99 only. The cost of the equipment rental and internet security suite wouldn't be prorated and I disputed it because the customer service rep that processed my order to cancel my service in August stated that I wouldn't be charged if I returned the equipment within 30days of the service being terminated and I did. I dropped the equipment off at [redacted] in [redacted], an [redacted] drop off site, on August 17, 2014. Brian stated the Verizon doesn't prorate bills for equipment and internet security suite. Then, I continually objected and asked why wasn't I told and where is it written. He stated that its on our website. So, I searched Verizon website for rental equipment terms as well as scrolled through terms and conditions with negative results on his statement. Since I no longer have an account, I couldn't log in as a residential customer. So, I don't know if my search would have confirmed his statement. So, I still haven't paid the bill and I hope that you'll can mediate this for me. Yes, I expect a bill for the rental movies and prorated fees up until August 7.Desired Settlement: I would like the equipment and internet security service prorated.

Business

Response:

Verizon's record show [redacted] had an overage on her TV/Data account of $73.15. A Verizon Customer Service Representative issued a credit to the final voice account on 10/16/14 totaling $73.15 for the overage. [redacted] was advised.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]As of today, I have checked my account balance and it reflects a balance of $25. So, the appropriate adjustments were made to the initial balance in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: For the past 8 months Verizon has failed to bill me correctly. I have placed numerous calls to their customer support line and spoken with numerous reps, supervisors and retention specialist. As of today - my bill is still incorrect. I was quoted a rate of $129.99 for the Triple Play Bundle (TV, Internet, and Phone), and for the past few months it has come in at $159.99.

I was lied to by a retention specialist and told if I agreed to a new/extended contract - they would be able to correct the error - I agreed to - they didn't fix the issue (that was in February)

Today (again after having to call the past few months and being told they would correct the problem) - again the retention specialist tried to get me to extend me service (this feels an awful lot like a scam). They tell you they'll fix your billing issue while increasing your early termination fee.

I have been a Fios Customer for 7 years - and never had an issue until I transferred my service and upgraded my service. Since then it's been a nightmare and a giant waste of my time...and money.Desired Settlement: I would be happy with any of the following solutions

A. Correct my current Bill - to match the price quoted (I can provide e-mail proof of the quote, and an e-mail history of the employee who lied to me)

B. Cancel my service (I will find another provider) while waiving the ETF

Business

Response:

Company records show this matter was addressed with [redacted] on 6/6/14. The company agreed to honor the quoted amount. The system

would not allow the discount due to a pending order. The company arranged to

revisit the account on 6/17/14 to add the discount. On 6/17/14, the additional discount

was added to the customer’s account. [redacted] was satisfied.

Review: [redacted](16:32:54): The cost of FiOS 50/25 Mbps will be $39.99/mo for with an agreement,

You(16:32:57): so no set up fee

You(16:32:58): nice

[redacted](16:34:04): If you order now then I can give you Free [redacted] Pad 8.3 [redacted] or up to $200 off any tablet. New 2-yr Verizon Wireless activation required.

[redacted](16:34:19): Please allow me to send you a link and we will take it from there, Would that be fine with you?

You(16:35:11): 50/25 for 39.99 plus 4.99 mo router fee, no set up fees. correct?

[redacted](16:35:31): Yes, you are correct and I will make sure from my side. Please do not worry about it.

You(16:35:45): ok. sign me up.

[redacted](16:37:15): Please select FiOS 50/25 Mbps and click on select and custmize option.

You(16:38:27): working on it.. I am reading this.. "Beginning mo. 2, up to $165 ETF applies"

You(16:38:31): what does that mean?

[redacted](16:38:46): Let me share some information here.

[redacted](16:39:31): In case you wish to cancel services then you will require to pay early termination fees. if you wish to cancel services before 2 years after opting for an agreement.

You(16:39:59): got it. what about if I move and fils isn't available at my new address?

You(16:40:05): fios

[redacted](16:40:30): In this scenario, you need to pay early termination fees.

You(16:42:15): confused- I need to pay early termination fee if my new address doesn't have fils available?

[redacted](16:43:01): Yes, in that case there will be early termination fees.

You(16:43:56): that's a little concerning.. is there any additional things you can do for me?

[redacted](16:44:41): Please give me few moments while I check for options.

You(16:44:59): k

[redacted](16:46:21): I would recommend you to opt for FiOS 15/5 Mbps plan without contract.

You(16:46:41): can you resend the link?

[redacted](16:47:16): Sure! However, it seems that you are on a correct link.

[redacted](16:47:26): www.verizon.com

Please click on above link then click on shop option then click on build your own bundle option.

[redacted](16:47:36): Please let me know once you are on the link.

You(16:47:36): the link doesn't work like it did a moment ago.. different pricing options

[redacted](16:48:26): I understand and Please select FiOS 15/5 Mbps plan and select no agreement option so we do not face any problem while we decide to move.

You(16:48:41): nope, doesn't work. I click on the link, then shop, etc. I see the 50/25 for 39.99 and click order.. then it brings me to a page for 50/10 for 49.99

You(16:49:00): still trying to select 50/25

You(16:49:17): a lot of my friends have fils so I think it's worth the etc chance

[redacted](16:49:57): I am sorry for confusion. It seems that you will not be able to get FiOS 50/25 Mbps plan so I would suggest you to opt for 15/5 MBps plan.

You(16:50:15): No, it was just there. I was already ordering. what happened?

You(16:50:54): I was past the screen it now is giving me

[redacted](16:51:20): I am sorry for any confusion. There was an error on the page as my system shows that you will be able to have FiOS 15/5 Mbps plan and not FiOS 50/25 MBps.

You(16:52:03): I was just there, and past that screen. I closed it when we talked about ETF and suddenly its no longer an option??!?!?

You(16:52:10): unacceptable

[redacted](16:52:40): I understand your concern and I also notice that though it was an error.

You(16:52:59): if it is an error, why should I have to pay for verizons error?

[redacted](16:53:41): I would recommend you to add FiOS 15/5 Mbps plan.

You(16:54:05): This is unacceptable to me. I would like to talk to your supervisor, with that person able to see this chat screen so I don't have to start all over again.

[redacted](16:54:30): Please give me few moments.

You(16:54:49): I reiterated what you were saying several times above. You checked and it was available.

You(16:55:00): You said correct at least twice.

You(16:55:26): this is why this "error" is unacceptable to me.

[redacted](16:57:06): I understand. Please give me few moments.

You(16:57:49): You(16:35:11): 50/25 for 39.99 plus 4.99 mo router fee, no set up fees. correct?

[redacted](16:35:31): Yes, you are correct and I will make sure from my side. Please do not worry about it.

[redacted](16:59:49): I understand your concern however this is normal statement and it is generalize for all location that FiOS plans are available.

You(17:00:37): what is a normal statement? that you "will make sure from your side and please do not worry about it?"

You(17:00:57): if you cannot resolve this statement I must insist on talking to your supervisor.

[redacted](17:02:33): Please give me few moments while I try to connect you to supervisor.

You(17:03:03): I have been waiting for 8 minutes for a supervisor.

You(17:03:39): 16:54:05

Agent [redacted] has joined. (17:04:26)

[redacted](17:41:16): Please give me a moment to check what I can offer you to do this right.

[redacted](17:45:56): Thank you for your time and patience.

[redacted](17:46:31): What we can do is you can qualify for a Certificate for FREE [redacted] Pad 8.3 [redacted] or up to $200 off any tablet. How does that sound to you?

You(17:47:21): I was already quoted that too.-- "[redacted](16:34:04): If you order now then I can give you Free [redacted] Pad 8.3 [redacted] or up to $200 off any tablet. New 2-yr Verizon Wireless activation required."Desired Settlement: You(17:35:30): I was quoted $39.99 for 50/25. I would still be paying more than what I was quoted at 50/10, but I am trying to work with you. Please give me the closest speed available (50/10) at the price I was quoted- $39.99. This would require me to pay the same for less speed than I was quoted. Agent [redacted] check and confirmed, twice, what was available.

I have spoken to 2 supervisors after Agent [redacted]. Supervisor [redacted] and Supervisor [redacted]. I have tried my best to resolve this on my own without any success.

Business

Response:

Good afternoon, It

was found that due to an error on the web site, the incorrect price was given

when the customer placed the order. I have left voicemails for the customer to

contact me and so has the representative from the business office. We are

willing to add a credit for the length of the contract to honor the price given

to the customer. We just need her to reach out to us and let us know if the

offer is acceptable.

Review: I was a verizon internet customer at the above address. due to a job change, I will be moving to [redacted] SC. I had called Verizon to request a transfer of my interenet services to my address in [redacted] SC, [redacted].

The agent I spoke to on 5/6/2014 advised me that they will process the request. work order : [redacted]. HOWEVER, they also informed me that Verizon does not provide ANY internet services in SC at all. Even so, they will still charge me an early termination fee. I requested a call from a supervisor but this was declined.

Even though I explained to the supervisor that I want to remain with Verizon and that I would like them to provide the internet service, I was told that the only option is to terminate my contract- and THEN charge an early termination fee.

Clearly this is not only unethical but also akin to extortion.Desired Settlement: My bill is fully paid for this month. Verizon owes me a credit for the days that I will not be using their service. As a FREE citizen of this country, I have the right to live wherever I wish, and I do not think that verizon has the right to force me to live at a location (in this instance in VA) when my work takes me to another location, (in this instance, [redacted], SC).

I do not wish to pay an early termination fee, as it is Verizon that is terminating my contract without being able to provide services to my new address in SC.

I would like the corporate office of Verizon respond to me in writing that the early termination fee is NOT applied.

Business

Response:

Per the Terms of Service, the Early Termination Fee valid. The Terms of Service state if the service is disconnected for any reason the Early Termination Fee applies. Verizon has been unsuccessful in attempts made 5/7/14, 5/8/12, 5/9/12 and 5/12/14 with messages left requesting a return call and a please call letter was sent. [redacted]Senior AnalystVerizon Customer Advocacy###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I have been contacting Verizon about becoming a FIOS customer for the last 3-4 months. Four FIOS boxes were installed in our townhouse development a few years ago and several of the townhouses around us have the service. There is a box about 150 feet from our house. When I checked the website, it indicates there is no service in our area. I opened several tickets and was told several different things each time I contacted Verizon. Some service reps said there are no boxes in our area. A Beth Jenkins indicated there was incorrect documentation in the system, a box was behind our house, but never activated, but it would be activated on Oct 31 of this year. When I called after that date to request service, and she left a number. 6 calls were never returned. I started the process over, and the customer service rep was incredibly rude. I do have a tracking number for that ticket [redacted]. I was assured I would be called back but never was.

Eventually I reached a [redacted] who was extremely helpful. At first she claimed there was no box in our area, but she was willing to look further. Eventually she sent me a note saying engineering claimed there was a grounding issue with the box, but it is there. When I asked when it would be resolved, she indicated that her "contact told (her) is that we don't have the proper permits from the county to proceed with new FiOS installation because of the grounding issues." When I wrote back asking if someone was going to initiate getting those permits, I have received no further communications.

I am upset because I have spent 8+ hours on the phone working hard get Verizon to give me their business. Along the way I've encountered both motivated and unmotivated/ill informed customer service reps. Some have been incredibly rude. I have never filed a complaint against a company in my life. I've asked for contact info to speed up the communication process with service reps and I have been denied. I asked to speak with engineering and was told no. I offered to pay to have an engineer visit our site out of my own pocket and was told engineers don't come out on site. I receive almost monthly mailings from Verizon offering great deals on their fantastic product. But when I call they tell me it's not available to me but would be more than glad to sell me less desirable products like DSL or [redacted]. This is a classic bait and switch. Offer a great deal, but when you go to buy it a company tries to sell you something else.

I have read a number of complaints online about FIOS. Some are inflammatory, but some seem to have true merit. In New Jersey, there are accusations that Verizon took tax breaks meant to further along the installation of FIOS lines, but instead used the money for their wireless infrastructure. There is allegedly a chart that says if a customer is "x feet" from a box it will not be profitable in 2 years for Verizon to install the line to a customer house, and Verizon is just telling those customers they can't get the service. I offered to sign a longer commitment to Verizon if that is the case.

I am considering contacting local television news services that run exposes on poor customer experience. I really don't want to do that. I'd like to just resolve this by becoming a loyal paying customer of Verizon.Desired Settlement: FIOS is a highly desirable product and I'd still like to become a Verizon customer. I know at least 2 other townhouses in my row that would like to as well. I'd like Verizon to install service to my home. If there is in fact a permitting issue, I would like a call explaining how Verizon is working to resolve the issue and to give me an honest estimation of when service will be available.

In addtion, there was a deal offering half price HBO/Cinemax and a 300 pre-paid [redacted] card to new customers. I hope that Verizon would see fit to honor this deal when I am finally able to receive the service.

Business

Response:

Hi

[redacted],

Review: In 2011 I resided @ [redacted], while trying to obtain cable service I contacted Verizon for FIOS service. Verizon informed me there was no FIOS service in the area and we would not be able to get the cable service, but there was internet there. They explained I would need to get a internet box via a phone# and would be charged a deposit. I canceled the request because of the amount of the deposit. I am not sure why Verizon has continued to charge me for a service that was never rendered to me in the amount of $232.04 (account# [redacted]). During the later part of 2011 and the early part of 2012 and many times after I have spoken with a representative at Verizon to dispute this account and was told it was done. But unbeknownst to me On October 4, 2013, I received a settlement letter from Verizon in the amount $117.00 to be paid by November 18,2013. After requesting a copy of my credit report I was shocked to see this amount was there as a collection account. Today, November 21, 2013 I contacted Verizon once again to dispute the account again, and was transferred 5 times between customer service representatives [redacted] (transferred me when I asked a question and didnt let me know only because he didnt know the answer, [redacted], and supervisors [redacted] or [redacted] which transferred me for the 6 time to a outside collection agency that could not help at all because the account is not in there system. The supervisor [redacted] or [redacted] said he would stay on the line and explain everything the collection person but of course he hung up before she answered. I am very upset at the face Verizon can contact the credit burears and add something a collection account which I never had.

No routes were ever sent to this address in my name...............

My communication with Verizon has been nothing but a headache. I spent 45 minutes of my cellular minutes and 2 hours of my time at work trying to resolve this issue and am still at the same point. All customer service rep's are nasty, disrespectful and have no knowledge of how to handle a customer or there system.Desired Settlement: I would like for this issue to be removed from my credit report, a letter of confirmation the balance is zero and a letter of apology sent to me unless they can otherwise show and prove that I owe them this money which I know I don't.

Business

Response:

Hi [redacted],

Review: I am writing this complaint to make you aware of the poor quality of service I received from Verizon FiOS. After numerous phone calls, it took several weeks to resolve the various problems. I have given a brief background chronologically of the events below:

On June 29, 2013, my fiancé and I called Verizon FiOS customer service. We spoke to [redacted]. We advised her that we wanted stop my fiancé’s service at her address and direct her email to the Verizon service at my address. Based upon the way the primary and sub email accounts were configured under our individual accounts, it was determined that we would should establish a name change on my account so that my fiancé could maintain her primary user name, and my sub accounts could be redirected to the updated account. I was given work order numbers [redacted] and [redacted] advised us that she would follow-up with us on July 6, 2013 when the technician responded to ensure that the order was processed correctly.

On July 5, 2013, I noticed that a new fiber optic line was trenched on my property. One end of the bundle of fiber was placed next to my home and the other end of the fiber line was bundled by the utility pole by the current fiber line. This unnecessary line was never used. However the eyesore adjacent to my home remained.

On July 6, 2013, the technician responded with an order to install another type of ONT. [redacted] called and they spoke. He advised her that the order was written incorrectly. He was able to activate my receiver boxes again and establish the Internet. My email was not functional at this time. We later lost Internet and phone service. These services were resolved, but the email addresses were neither repointed nor functional.

On July 10, 2013, after receiving an automated call to my cell phone, we were connected to your representative, [redacted]. She advised us that the email repointing was not completed because the problem was mistakenly attached to the trouble ticket concerning the phone. I advised her that I did not expect to be directed to a representative, and that I was on my way to an important meeting. She said I would have to call back. I called customer service later that day. After neither [redacted], nor [redacted] was able to resolve the email problem, I asked for a supervisor. I was transferred to [redacted] of the escalation team. He advised me that he would return a call to me with a resolution the following day. He never returned my call.

On July 14, 2013, I saw a Verizon executive. I told her of my problem, she contacted **. [redacted] of the Customer Advocacy department. She advised me that **. [redacted] would research the problem for a resolution.

On July 17, 2013, the email accounts were finally redirected properly, but the accounts were not accessible because the existing passwords would not allow access to the accounts. Another call was needed to Verizon so that all email accounts’ passwords could be updated.

August 1, 2013, I contacted Verizon again. I noticed that numerous items were added to my bill that I neither requested nor was informed of. Some fees were unnecessary because my account had not been properly recorded. After numerous transfers, I was able to resolve the billing issue, and I was able to have my voicemail password reset since I discovered that I could not access my voicemail with my existing password. My passwords had to be reset.

After at least seven calls spending no less than eight hours on the phone with the various departments, I feel that the entire process was unacceptable. This type of customer service is unacceptable.Desired Settlement: I would like to be notified that Verizon is addressing my issue via internal training, and having a reduction in my bill for the inconvenience.

Business

Response:

Hi [redacted],

Thank you for referring the complaint of [redacted] to our office for review. We appreciate the matter being brought to our attention. **. [redacted] expressed the poor quality of service that he received from Verizon. He advised that there was unnecessary wiring that was an eye sore.

A local manager from the field contacted **. [redacted] to discuss the issues in his complaint. The local manager confirmed that all **. [redacted]'s services are working. The wires that **. [redacted] was referencing are buried service wire. The local manager explained to him why we do not want to cut and remove these wires and **. [redacted] understood and agreed with the local manager. **. [redacted] advised the local manager that his two main issues are how long it took to get his email corrected and how long he had been on the phone trying to get these issues resolved. As a good will gesture to **. [redacted], we have provided the HD box on **. [redacted]'s line at no cost to him for 6 months.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience **. [redacted] has experienced as a result of the above matter.

Review: Verizon FiOS is not honoring a pricing agreement that they verbally offered me, the following describes this problem in detail. My previous 2 year agreement with Verizon was expiring in June 2014 so on May 29th, 2014 I called into Verizon FiOS customer service to discuss options for services and pricing after my existing 2 year agreement expired. On this occasion I spoke with Javier and he offered to continue my existing service at a monthly price of $109.99. This pricing included the existing television, phone, and internet subscriptions I had but did not include cable boxes or premium channels. It involved multiple discounts to achieve the 109.99/month price, however Javier stated on multiple occasions that these discounts would remain in effect for the full 24 month term of my agreement. Javier also agree to discount the multi-room DVR service/box from $19.99/month to $11.99/month. After completing my call with Javier I received e-mail confirmation of the new agreement and the terms in the e-mail did not match what I had discussed with Javier. The DVR discount was not present and the monthly price would raise by $20.00 in August to $129.99. I was aware of a 30 day cancellation policy on the new contract so I called prior to the end of the cancellation window to either rectify the pricing or cancel the services. At first I was unaware of the monthly price increase in August, but I did call in to discuss the DVR pricing. I spoke with Dylan (ID #[redacted]) on June 12, 2014 about the issue of pricing on the DVR discount. Dylan agreed that I should receive the DVR pricing of $11.99 per month but indicated he would need to change it as a one time discount ($8.00 X 24 months) of $192.00. He informed me that was not able to process the discount that day due his ability to view my bill in the Verizon system. Dylan told me that he would call me at 5:00 on June 18th, 2014 and at that time he would be able to process the discount. I never received a call back from Dylan, however, I would later find out that he had noted in my account that he tried to contact me three times and had left messages. I personally waited for a call at 5:00 on June 18th and the phone did not ring, at no time did I receive a message or a missed call. I called back into Verizon customer service on June 19th, 2014 and spoke with Tino (ID #[redacted]). At this time I had realized both the August price increase and the DVR pricing discrepancy. I discussed both issues with Tino and informed him that I wished to cancel my agreement (I was still in the 30 day window) if the pricing was not honored. Tino offered to manually credit my account each month to rectify the issue, he assured me that he would perform the credits until my new agreement expired. The credits Tino agreed to were $8.00/month plus taxes for the DVR and $20.00/month plus taxes for the monthly service once the price increased in August. I did receive credits of $8.00/month for the DVR, however, when the August bill arrived I did not receive a credit for the $20.00/month bill increase. I called into Verizon customer service on August 20th, 2014 and spoke with Cassie. Cassie was not able to rectify my issue so I asked to speak with her supervisor. She connected my to Matt. Matt informed me that Verizon would continue to honor the $8.00/month DVR credit, however, the $20.00/month credit would not be honored. I informed Matt that this was not satisfactory and that I felt that a bait and switch had been performed and that the terms of the new 2 year agreement were not being honored. Matt informed me that I had no other options and that I could not cancel the agreement at this point without penalty. I asked Matt to connect me to his supervisor, he was reluctant, but eventually agreed to have his supervisor call me. Matt told me that his supervisor would call within an hour, I never received a call.Desired Settlement: I would like for Verizon to modify my monthly bill to reflect the terms offered verbally when I renewed my contract with them. The rectified bill would reflect a monthly price of $109.99 for the television, phone, and internet services I currently have. It would also include a price discount of $8.00/month for the multi room DVR service. All other existing pricing and offers on my bill should remain unchanged as well.

Business

Response:

A billing specialist contacted Mr. Holmes and added a $10 discount to cover the last 2 months of the contract and once that expires she will add another $10 discount that will cover 12 months.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The business has failed to resolve my complaint. I asked that the terms of my contract as verbally offered to me on multiple occasions be honored and they are not. The Verizon representative that contacted me (Mrs. Lombardo) stated that since I didn't have the agreement in writing that it would not be honored. I find this flawed because the Verizon representatives who made the verbal offers to me were also responsible for the written documentation. I asked that the offer be documented and was told by Tino on 6/19 that he had documented it in my file. I have no control over whether Tino actually did this or not. I still feel that Verizon should honor the verbal contract terms and the $10 per month offer does not do this. To fully honor the contract terms Verizon would need to provide two monthly discounts, one for $20 (for the bundled service) and one for $8 (for the DVR discount).

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The business has still failed to resolve my complaint. Verizon has indicated that I was notified in writing that the $20 credit would expire in July and this is true, however, I contacted them about this mistake prior to the end of my cancellation window. This contact was made on June 19th and was with a representative named Tino. Tino agreed to honor the $20 discount for the full 24 month term of the contract. Tino stated that he would manually credit my account $20 plus proportionate taxes and fees each month. I asked Tino that the offer be documented in my notes and was told by him on 6/19 that he had documented it in my file. I have no control over whether Tino actually did this or not. I still feel that Verizon should honor the verbal contract terms. To fully honor the contract terms Verizon would need to provide two monthly discounts, one for $20 (for the bundled service) and one for $8 (for the DVR discount).

Regards,

Business

Response:

Verizon's decision remains the same, the charges are sustained.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Verizon

records indicate account 703 878 2987 was installed July 31, 2009. [redacted] ported the

telephone service to another carrier on December 23, 2011. Company

records indicate the Data/Video services were disconnected on January 12,

2012. The billing date for the telephone

account was the 10th of each month and the billing date for the Data/Video

service was the 4th of each month.

The December 10, 2011 telephone invoice billed ($161.86 + $269.59 carryover - $145.86

payment -$ 63.75 adjustment); ending balance $221.84. The January 2, 2012 telephone invoice

reflects (disconnect credit $21.36 + carryover $221.84); ending balance $200.48.

The January 2012 Data/Video invoice

billed ($120.03 + carryover balance from telephone invoice ($200.48) - payment

received $145.86); ending balance $174.65. The February 10, 2012 Data/Video invoice reflects

(disconnect

credit $83.26 + carryover balance $174.65); ending balance $91.39. The March 10, 2012 final bill reflects

ending balance of $91.39. Per

notes on the account, [redacted] made contact in

December 2012 to inquire about disconnect of the voice/video services and

retaining the data service; however, he was not satisfied with the pricing and

made no changes at that time.

Subsequently, [redacted] requested to

disconnect the Data/Video services on January 12, 2012. Charges are valid.

Review: Although I successfully completed all of the instructions to perform a self installation for new service my phone line did not work. I was told that if a problem occurs I could call for technical support. After calling technical support I was informed that a technician would have to come to my house to fix the problem. Upon arriving, the technician explained to me that the equipment (ONT) Verizon is responsible for installing and connecting to the home was phone line was no connected. The technician explained, as is also stated in the self install instructions, that this was not my responsibility and that when Verizon initially installed the ONT the lines should have connected at that time. The previous home owner may have used a different provider that disconnected the lines. So although I completed all of the self install procedures correctly, because the equipment that Verizon is responsible for was not connected correctly I was charged an install fee.Desired Settlement: Verizon's self install explanation only states that if their equipment is already present a self install is possible. It does not sate that if Verizon's own equipment that the subscriber is not responsible for and has no instruction to even touch in the self install, is installed incorrectly the subscriber will be charged. Verizon should make it clear that self install is not simple if their own equipment is not installed correctly and Verizon should be responsible for their equipment problems not the subscriber. Verizon should make certain that their equipment is installed correctly before even offering self install.

Business

Response:

According to record, [redacted] spoke with a supervisor on August 11, 2014 to express his concerns regarding the time and material charge of $91.00. The supervisor informed [redacted] the charge is valid; as Verizon is not responsible for work peformed by the previous owner's service provider who disconnected the line from the optical network terminal/network interface. [redacted] expressed dissatisfaction that he opted for self-installation and could not complete. The supervisor apologized and offered a 50% settlement of $45.50. No further adjustments are warranted, as the fee is a valid charge.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Simply labeling a charge as, "valid" does not explain or justify why Verizon charges me for problems with their terminal equipment. I should not be charged because the previous owner used a provider other than Verizon. If this was a new deployment to a new area verizon would not charge me. However, because verizon installed the terminal equipment before I owned the property, I am charged for the maintenance and service of their equipment; which I neither own or rent from Verizon. Verizon choose to leave the terminal there after the previous owner discontinued service and made no effort to maintain or service it there after. Verizon also pre-scheduled the date of service transfer and could have inspected their equipment (all located outside of the house) before this date but choose not to. This is technically new service for me since I was moving service from one address to a new address and buying additional services. I have been a verizon customer for over 6 years and much longer if you consider wireless service. Yet, rather than provide customer service and support when my telephone service was not working due to their equipment being installed incorrectly, I was charged for labor that should be Verizon's responsibility. Furthermore, the supervisor I spoke to also simply stated the charge as valid rather than explaining how it is valid and when I told him only refunding half the cost was unacceptable he proceeded to rudely tell me to go to a different service provider because that is all the he would do. As a simple analogy, the telephone company doesn't charge me when a telephone pole or cable goes down-so why am I being charged when Verizon's terminal was not installed to my house correctly? Why didn't the technician tell me that the service would be charged? All I was told was to sign a document stating that I was happy with the service performed. Why is Verizon using this as an opportunity to create a hidden charge? The self install option I choose and successfully completed said there would be no charge for installing the service myself. It did not mention that I might be charged if Verizon's equipment was not working properly or maintained. If verizon simply states service is available at your new address, how am I suppose to know the condition of Verizon's equipment at that address? Shouldn't the possibility of being charged for maintaining Verizon's equipment at least be mentioned? If Verizon admits, as the supervisory on the phone said, the self install was completed correctly and that the reason for the technician to service the terminal is not my fault, why am I still responsible for any portion- less alone 50% of the charge?

Regards,

Review: I contacted Verizon Fios and explained in detail that their service was unsatisfactory. I explained that for an entire month I had not received service. As a result they credited my account for $59.42. I returned from detachment to find the next month that not only was I not receiving internet, but my phone line was also completely disconnected. At this point I stated that I was terminating my account with Verizon.Desired Settlement: After canceling my service I received another letter standing that I owed for the previous month after I explained that for two months I did not receive service. The Verizon executive contacted me trying to explain why I should be billed for the service, but there is no explanation . I received no service for two months. Additionally, I spent my own money to buy another router because I was under the impression that it was the router from Verizon that was causing the problem. When I discuss the second time that I wanted to cancel the service they finally wanted to send out a technician to review the problem, but at this point I have move forward. I would like the remainder of my balance credited. I have not received any service.

Business

Response:

After further review, Verizon's original response remains unchanged. Verizon's records show that an out of service credit totaling $50 was issued on 6/25/14 for reported out of service issues. We show no documentation during August 2014 that would support any additional out of service credit. Based on our records no further credits are warranted.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I cancelled service with version because this situation has occurred too many times and instead of them sending a tech rep to my location to fix the problem, they troubleshoot the issue over the phone; which only temporarily fixes the issue, and then they credit my account. My service then works again for about only two or three days before its back to the same issues. I have called so many times that I no longer needed them to troubleshoot my issue. I knew exactly what to do to temporarily fix the issue myself. This is totally unacceptable. I am a college student on top of being a United States Navy Sailor. I do not have time to constantly go back and forth with Internet connecting that I pay for and expect to work. I should not have to fix my own issues. To top this entire situation off, I received another bill from version in October for charges in September after I cancelled service on September 6, 2014. This is 100% the worst service I have received from a major corporation. I do not understand why Version keeps referring to a situation that occurred in July. I will not accept this response!

Check fields!

Write a review of Verizon Online/Fios/DSL Services for Metro Washington DC

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Verizon Online/Fios/DSL Services for Metro Washington DC Rating

Overall satisfaction rating

Description: Internet Services

Address: 13100 Columbia Pike  Pod B21a, Silver Spring, Maryland, United States, 20904


Add contact information for Verizon Online/Fios/DSL Services for Metro Washington DC

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated