Verizon
Billing and customer service issues Virginia

I ordered the Fios package back in November. During my set up, I was informed that I would receive the HD converter box free for 1 year, a $9.99 per month value (Now I will concede that it is possible that this was a miscommunication. I do not believe that it was but maybe the guy I was talking to told me something that may have applied to another package deal, I don't know)
I called in February when I noticed that I had been charged for the rental. I spoke with a Ms. Cook. She apologized to me and offered to put in for a claim for the amount of the rental. The next bill shows up and the credit has not been applied and I'm still getting charged for the rental. I called again, Spoke with Mr. Tony, He also apologized told me that the claim was still in processing and that he would put in another claim for the most recent charges. He also Instructed me not to pay the amount of $72 dollars (the rounded estimate of the claims) on my current bill. Now at this point no one has said a single word about the HD for one year not being apart of my package. So I am still operating under the understanding that two credits are supposed to come to me as well as free rental for the rest of my 1 year contract.

Two months go by where I didn't call on the Verizon bill because I'm thinking that the claims where good and that I just have to be patient. June's bill comes in, I still do not see the credits and I'm still getting charged for the converter box. I called up again. This time it's a whole other song and dance. The lady I spoke with tells me that my credit for fifteen dollars (where they got 15 I have no idea) had already been applied and that there where no other credits. Now I'm getting upset. I asked her about the other some odd fifty-five dollars. She offers to give me free Show time for 3 months. I don't want Showtime for 3 months. I wanted my money (or at least the free notebooks that they "are only giving to new accounts", I guess my 5 month old account was old-hat by now) She offered to have a 'specialist' call me back with-in 24 to 48 hours. I never heard from anyone. If they called, it did not show up on my caller ID. I called back today to get this taken care of once and for all. The first person I reached tried to tell me that a 'specialist' wouldn't have called me in the first place since this was a billing issue. I told him I had had enough and to transfer me to the account closing department. The guy who answers the phone first wants to know if I returned the HD box? I told him no. He then proceeded to tell me that I am being charged for the HD because my package never offered a free box rental... Now in all on my conversations, no one has ever mentioned that. He then proceeds to tell me that I was already given two months of HD free and basically what's' my problems? I explained about all of the other conversations and asked to know why 6 months into my service am I now being told that there was never a free HD box rental? He does not have an answer but just keeps repeating that my package never included that. What about the claims? Apparently those are just request to have someone look into the problem. So when Ms. Cook and Mr. Tony told me that I was to get a credit that should equal about 72.00 dollars, that was another miscommunication.

The thing that I disliked the most was being treated like they where bending over backwards to get me those two free months. So now I'm frustrated to the point that I'm getting emotional. I've wasted four phone calls, had been promised twice that my bill would be taken care of, I was promised that someone would call me about my problem, but in the end I get a guy on the phone who wants me to believe that they are doing there best by giving me the HD rental free for the next 12 months. I told him don't bother with the other 6 months because my contact is up in December and I will not renew.

Labtech30
glen allen, Virginia
U.S.A.

Company: Verizon
Country: USA
State: Nationwide
Phone: 8008394966
Site: verizon.com

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