Since signing up with Verizon FIOS 3 years ago, we have had nothing but problems. The most recent problem caused me to just finally cancel my service with them completely today.in November of we signed a contract with them for a bundle package which was $99 (it included phone, internet, and tv). We didn't need the phone or want the phone but the customer service rep. Told us it was cheaper to bundle all three together. When I asked her the price for just the internet and tv (since we didn't need the phone), she couldn't tell me the price. She just kept saying that it's cheaper do bundle all three.
A year later when we were no longer under contract, we called them and cancelled the phone (which we never used) and found out it was indeed cheaper to only have internet and tv. We had also cancelled some premium channels, and downgraded our internet speed to also save money. After that my bill (which I receive in an e-mail and it does not disect the charges, but just provides one total amount) went down significantly. However, this month (September) our bill went up dramatically to over $200, so I logged online to look at why and noticed that we were being charged for HBO/Cinemax and Epix which we had had free for 3 months on a promotion. So, I went online to try to cancel those premium channels myself and noticed something that showed we were being billed for the phone still. I called them to make sure I was reading that correctly. The agent told me that yes, we were still being billed for the phone. I asked her to please pull up the notes from the phone call my husband made to them back in November (10 months prior). She pulled up the notes and admitted that the notes said he did call to cancel the phone, but they never cancelled it. So, we had been billed for the phone service for the past 10 months.
She put me on hold then got back on the line and said her supervisor authorized her to credit us for 3 months for the phone, but that was it. As that was unacceptable, I asked to speak to her supervisor. She placed me on hold FOR 30 MINUTES before a supervisor finally got on the line with me. He told me that he could not credit our bill at all, not even for the 3 months that the customer service rep had said they could do. I explained that he was basically telling me that if you steal something from someone and then a year later the person notices that you stole from them and you respond that it's too bad you should have noticed sooner, so I'm not giving back the items I stole. So, VERIZON basically steals from its customers and then says TOO BAD YOU SHOULD HAVE NOTICED SOONER!
They admitted that we called to cancel the phone service 10 months ago and they never cancelled it, but basically told me that since we had been paying for the phone service for the past 10 months, they wouldn't credit my account!!!
I cancelled our services completely with Verizon and will not be going back! Verizon sucks!
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