Verizon, Verizon Fios
Wrong equipment billing and $54 technician fee never disclosed

We moved to a new home in May of this year. We were excited to find out that we could get Verizon (cable, phone, and internet). Our excitement has quickly diminished and I regret that I just did not have Time Warner transferred to the new home.

Verizon has been a nightmare since the start. I ordered online and several of the items I ordered got logged wrong. Needless to say numerous calls had to be made and I spent several hours on hold, being hung up on, and talked to very rudely. The last time I called to straighten something out was July 1st. I was actually lucky on this particular call and was able to talk to someone that actually knew what she was doing. During the course of the conversation she sold me on a DVR. She said she would ship it out and that we would just exchange the DVR box for the standard box we currently have (i.E. Verizon mails the DVR box and we sent back the standard box.) Ok seemed pretty simple to me.

Well a week later we still had not received a DVR box so I once again called Verizon, again on hold for several hours and got hung up on once. The gentleman I finally talked to was very nice. He said well it would be faster just to get a tech out there and since it has been a week and you have not received your DVR that is the fastest way. I said ok great thinking wow they finally made up for s omethecrappy customer service I have been getting..

Wrong! I get my bill and low and behold I am charged not only for the DVR but for 3 standard boxes (We originally has 2 standard boxes and swapped out one for a DVR, so the correct billing would have been 1 DVR and 2 standard boxes). And on top of that they decided to charge me $54.00 for the tech installing a 4th line... What?

So once again I have to call the horrible customer service which I did on Wednesday July 27th. After being passed around from department to department and being hung up on twice I had spent 2 hours on the phone, explaining to numerous reps that we only have three line... 1 DVR and 2 standard boxes and that I was ver informed that they would charge me for the tech coming out just to be told yet again that I needed to talk to the ordering department and they were closed now. I called back the next day and promptly told that the rep did tell me about the charge... Lies! I would love to hear the recording of that conversation because I know for a fact I was never told and never agreed to a $54.00 charge for a tech to come swap out boxes! The rep that played this all w asnice and made it sould like he was doing us a favor since we had waited a week and didn't get the DVR delivered he never said anything about a 54 dollar charge.

Also, there are so many nit picky charges on the bill for things like state fees, city fees, video retail charge... Etc how do we know they are legally allowed to charge all that mess? Verizon has the absolute worst customer service I have ever seen!

Company: Verizon, Verizon Fios
Country: USA
State: Texas
City: Plano
Site: verizon.com

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