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Unable to pay my Verizon FiOS bill
I've tried to set up my Verizon.com account to pay my bill. In order to register I'm asked to input my account number and bill date. Something was not matching up so I called Verizon bill pay. The automated bill pay system did not recognize my account. So I called the main customer service line. I was transferred between my local MD customer service to the national customer service line, to the automated bill payment line, to technical support. In total, I was transferred 10 times. I spent an hour doing this before I finally gave up. I'm going to call back later on this afternoon and file a complaint with upper management. No one should need to go through what I just went through just to pay a bill.
I’m frustrated
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Inappropriate?When I originally signed up for FIOS I paid with my debit card, and a month and a half later I found out that they were going to deduct my payments automatically from my account going forward. Given how horrible Verizon is in terms of customer service, the last thing I wanted to trust them on was deducting the right amount. I tried to talk to someone and get switched over to mailed bills, and spent an hour in phone tree hell. 6 different people, three different phone numbers, and a session on their online chat feature, and nothing. I ended the online session by telling them that I wanted someone who could actually help me to either call me to get my billing fixed, or call me to cancel my service without penalty. I never got a call back. I've reported this to the BBB as well.
I’m unhappy
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Hey Matt, I went on Google maps and located the nearest Verizon store. I called them and they were able to give me the local MD center's phone number. I called the following morning and finally got ahold of someone who could help me. Yeah but I feel your pain man. There is nothing more frustrating then being transferred and being in the cue for 45 minutes only to find out you've been transferred to the New Mexico landline center and they tell you that the MD FiOS center just closed 10 minutes ago. I was ecstatic when my building finally got FiOS installed, thinking "I'll never have to deal with Comcast again!!" But I'm finding that the customer service issues are industry wide. Good luck -
Inappropriate?I have had the exact same problem with them! My bank card was compromised, and the bank closed the account and issued me a new one. No problem, I would just call Verizon and let them know. Well, my attempt to happily hand over $47 turned into an all out war.
Over the course of a day and a half, I was transferred NINETEEN times to different people. Finally, someone decided to help me set up my new account on line. It didn't work, and I had to call back the next day (because their office was now closed!), and start all over again. In all, I spent 4.5 HOURS on the phone with them, before my husband picked up the line and just started yelling. Problem solved in 10 minutes.
Fast forward one month. My bank account gets billed TWO times, for the amount I already paid on line. I call Verizon, get transferred only 5 times, before someone tells me a refund check is on the way.
6 weeks later, it still hasn't come. We call, converse, and end up closing our account with them, ultimately deciding that it is worth the extra $20/month to not waste our time.
1 week later, I get a collections notice. I call the verizon fumming mad. I discuse it with the lady on the phone; she tells me that she doesn't have any record of any past due ammounts with them. I ask her what she recomends me doing, so that I won't have a collections charge on my account. She says, "Well, you should go ahead and pay it."
"What!?! Pay it!?! Are you kidding me? I have no record that I owe you this money, you have no record that I owe you this money, I'm not going to PAY it!" She transfers me.
The next lady I spoke with informs me that she can't see why I would have a collections charge for $100 either. But, apparently, there is another collections charge for $67 dollars that I haven't even received yet. She too informs me that my account is payed in full, and doesn't know where the charge is. I get transferred again.
The third lady I spoke with is still looking into the matter.
Currently, I pay more for an inferior service through my cable company. But any time I have a problem, they fix it for me in less than 10 minutes. I've never been transferred, and there are no weird billing problems. Sure, you can get a great deal on a wonderful product, but you WILL pay for it with your time.
I’m frustrated
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Good grief. "All out war" is a good way of putting it.
With my issue, I had first contacted them about 10 days before my bill was due. I finally got everything resolved the following week. The whole time I'm thinking "If I had waited till the last minute, I would've been hit with a late fee."
Anytime I contact Verizon or any other company's customer service - I log the rep's name, the office or dept location, and the time. I find this very helpful in resolving issues. If I need to contact them in the future and there is a discrepancy I inform the rep that "so and so from the customer retention dept gave me this rate so if you have any questions, then you can work it out with them." -
Inappropriate?Verizon.com is only for phone service. You have to set up a Verizon.net account [http://www.verizon.net/]. You can call the web support (eCenter) dept at 1 (888) 669-9901 and tell them you need a Verizon.net account.
I’m frustrated with Verizon support.
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Inappropriate?Horrible problem! Same dealings with Verizon. I've gotten several numbers for support e: FIOS and even home billing. I'll report several 800 numbers I've accumulated: 1-800-483-3000 for FIOS billing. BUT ITS STILL A HORRIBLE PHONE QUEUE. Tons of hours wasted with this company. I'm going to bill them for my time. Maybe everyone should do that. Send tons of bills to them.
I’m totally stumped.
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Inappropriate?I finally tracked down this email address: rudy.philippus@verizon.com, and expressed my intense disatisfaction. A very nice lady with the authority AND the intellignce to understand my problem called me with in 24 hours, and the problem was 100% resolved. I think billing Verizon for HOURS of wasted time and phone minutes is a fantastic idea. Good luck! H
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Inappropriate?tom.maguire@verizon.com...he's Verizon's customer care czar who will go the extra mile to ensure customer satisfaction. He is the best in the business. He personally restored my faith in Verizon and proved that if you get the right person, you'll get A+ treatment
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Inappropriate?I emailed Tom and actually got a call from his secretary within 4 hours. She went the extra mile and resolved my issue within 5 minutes. Thank you so much Nicole...
I’m thankful
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Inappropriate?What a nightmare.... The worst system that I have ever dealt with. All I want to do is pay my bill.
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What is your issue? Do you need me to help?
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Inappropriate?My issue has been resolved. The only way I could do it was to talk to a verizon rep through IM. It is impossible to do on the phone due to horrible customer service. All they do is bounce you around.
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Inappropriate?What was the issue? Online issues? Was it a .net versus a .com issue?
