I ordered Verizon DSL several months ago at my new apartment in Avenel. I received a self-install package about a week later. When I used the self install kit to connect, I discovered there was no connection. I called the 1-800 number that was in the self install kit and was forwarded to Verizon Technical Support in the Philippines. The representative I spoke to was only able to tell me that I had to wait until my three week Provisioning period was over and I would be connected. I was told that provisioning meant that Verizon technicians were testing the lines and ensuring everything would work by the connection date.
When the connection date arrived, I discovered there was no connection. Again, I called the technical support number and went through the steps with another representative from the Philippines. This representative could not help me and told me she could have a technician sent out. I agreed to have a technician come to the apartment, but they were unable to give me a time window that a technician would show up and that you don't provide weekend technicians, meaning I would need to take an entire day off work. I reluctantly agreed on a date and proceeded to take the day off work and wait for the technician. The technician did not show up.
I called the very next day to find out why, and another representative told me there had been nobody home. At this point, I had decided that Verizon had wasted an exorbitant amount of my time and caused me extreme frustration and stress. I had spent nearly 7 frustrating hours over 3 days on the phone with representatives whom I could barely understand. I told the representative I was speaking to that I wanted the service cancelled. She told me that I would have to call the billing department which was only open during 9-5 on weekdays, meaning more time away from work.
I called the billing department the next day to have the account cancelled. I spent two hours on the phone at work trying to cancel an account that several different representatives told me did not exist because they could not find it with my name or address, and I had never received a phone number. I finally came to the conclusion that my account had apparently never existed in the first place and that there was no need to cancel it.
Several months later, I went to purchase necessities using my debit card and was declined. I looked into my bank account and found a charge from Verizon in the amount of $140.64. This had put my account into a negative balance. I had no money left for food or gas.
I called their billing department the next day during my work hours (as their billing department is only open during business hours). I talked to several representatives who told me my account did not exist.
Finally I got one who could find my account. The representative claimed that there had been internet activity on my account. This is impossible because my service had never been turned on and I no longer had their equipment, it was returned when I cancelled my account that never existed. The representative agreed to issue a credit for the whole amount. However, it would take 30 to 60 days for it to get back into my account.
I can see no reason why I must suffer for 30 to 60 days without the little money I had left over from my rent that I needed for food and gas. It was not my mistake. No other company I have ever dealt with needs that much time to issue a refund. It is un-heard of. I could not pay my rent this month now because I needed the money for food and gas that I should have had left over from last month. As such, I have accumulated a $50 late charge.
In addition, I have suffered mentally and physically from the additional stress and loss of sleep caused by the situation. I need my money back ASAP. It is not right that a large corporation with vast resources such as Verizon can get away with screwing around with peoples money.
Jtangowski
Avenel, New Jersey
U.S.A.
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