I have been a loyal Verizon Fios customer for more than 7 years and until this past month I have been a strong advocate, recommending their service to friends and family. However, based on some recent billings issues and my poor customer service experience trying to resolve this issue, I will never again recomment Verizon Fios. In fact, I will warn friends and family to stay far away from Verizon.
In October, my family moved and we chose to remain with Verizon. When signing up for services in the new house, we chose a new package, trying to reduce our monthly expenses. When I reviewed my bill in November, not only did my monthly cost not go down, they added an additional $500. When I took a closer look at my bill, the additional charges were either renewal fees for services that I did not want or I was charged twice for services that I did want. I called customer service and I was advised by the customer service rep that she would submit a request to credit my account for the charges. After seeing only a fraction of the credits being credited to my account I again called customer service and asked to speak to a supervisor. The individual that I spoke to (Rick) could not have been less helpful. After first saying that the request to re-credit my account for the charges was returned to the customer service rep to be recalculated, he then finally admitted that the charges would not be re-credited after I kept pressing him as to when my issue would be resolved. Rick (the supervisor) indicated that because the charges were related to an auto renewal feature for a service that I signed up for last year and that I did not respond to an email that was supposedly sent to me in September, that the amount was a valid charge. I asked for a copy of the email that was "sent" to me and to no suprise I have yet to see a copy of this email. When signing up for the service, it was not clear to me that it would be renewed annually. Had I known that, I would have NEVER signed up for the service. This is a SCAM, hoping that customers do not respond to their emails, allowing them to charge the customer for another year of service. If thinking of signing up for services with Verizon beware of hidden stipulations. I plan on filing a complaint with the Better Business Bureau and my state Attorney Generals office.
To date, I have yet to be credited for any charges that were billed to me twice. Be careful, look at your bill closely!
Upon researching this situation on line, it is clear that I am not the only customer experiencing this problem. Verizon believes that their customers have no recourse in addressing these issues. For anyone experiencing the same issue, file a compliant with the Better Business Bureau and your state attorney's office to force them to respond to their business practice.