Verizon
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Business dealings with Verizon are a plethora of errors that compound upon each other, and trying to get them resolved with their business office is a nightmare. Originally I signed up for a "package" of internet, Fios-TV, and telephone for a fixed monthly fee that was supposed to be good for a year. For the first several months, after I paid my bill I was informed of a bookkeeping error and billed an additional amount. I always paid these "extra" amounts, but was confused over actual costs. After more than half a year of this, I was horrified to discover that in addition to what I paid every month, Fios was also taking the original "package" fee directly from my bank account. I had NEVER signed up for this automatic withdrawal from my bank, and realized they must have set this up themselves using information they previously had on file from my former residence. I further discovered that the fee I was actually paying them each month was ONLY for the phone portion at full price, in addition to my "package" arrangement which was illegally being taken from me without my knowledge or authorization. I decided to go to their online website where I pay the bill, and remove this payment procedure myself. Shockingly, it was NOT listed as my payment option, so I could not change it. So I deleted my bank account information from the site. Yet still every month the money was automatically removed from my bank account and given to Verizon. (Is this not considered theft?) So I began a long, arduous series of phone calls to their business office to resolve these numerous errors. I continuously got transferred from one department to another, NONE of which helped me resolve any of my many problems. Nor could I locate a local office, where I might talk directly with someone. Week after week and month after month I spent hours on the phone, getting absolutely nowhere with them. Once, after two hours on the phone and being transferred seven times, I was told, "The department I now need to transfer you to is closed and you'll have to call back another time." A different time I was told, "You obviously authorized these auto-payments, or they wouldn't be happening." I said, "NO I DID NOT! I never would, since I do not believe in using that system." I got transferred again. I NEVER got anything resolved with them. After all this frustrating time and lack of support, they even had the audacity to tell me the error was mine, for not resolving it in a more timely fashion. So I decided to have the phone removed from my "package" since I was paying full price for everything anyway. After MANY more phone calls, I continued to get nowhere with Fios to stop the unauthorized auto-payments. Ultimately, I had to sign forms at my bank to have these automatic payments stopped from this end. However, I still have always continued to pay my bill on time. But back to the phone: they sent the final bill to the wrong address, and by the time it reached me, it was two months overdue and was about to be sent to a creditor. I DID PAY IT (even though I thought it should really be paid to me.) Now I have recently discovered that they filed a report with the credit bureaus claiming that I never paid this bill, and that they had to "write it off as an unpaid debt." So I filed a disclaimer with the credit bureaus disputing these false accusations. Verizon's response: it was paid after it had been written off. So the report will stand against my credit until 2015. Why are they so completely uncooperative? They refused to ever refund the over-payments I was charged for a full year; give me the package rate I signed up for; or even help me resolve the problems. But they were quick to supply the ONLY damage to my excellent credit rating. If they had to write off the amount, why did they accept my payment? They are the ones who owe me money for fraudulently over-charging me for an entire year, despite our agreement to a "package amount." This is absolutely the WORST business dealings I have ever encountered. Does Verizon treat all of their customers with such contempt? Despite ALL these problems and their pathetic business dealings, I must conclude by saying that the Fios-TV quality is WONDERFUL!

Company: Verizon
Country: USA

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