Verizon Launches New BlogAgain promises they're working on service and billing issues... 08:45AM Friday Jul 24 2009 by Karl Bodetags: business · consumers · Verizon FIOS · Verizon Online DSL · Verizon Wireless BroadbandVerizon's FiOS billing and customer service has long been the Achilles heel of an otherwise excellent service, and Verizon has long promised us that they'd get a handle on the problems. It's now 2009 and in via a freshly launched blog, Verizon again says they're working on making bills simpler and correcting billing errors more quickly. In a new post, Verizon PR and policy guru Eric Rabe says it's "quite a trip" to read about consumer complaints in their forums, which make it "clear that you think we could improve in some areas." That's a bit of an understatement if you've watched some of our users painfully and repeatedly try to correct Verizon billing mistakes, only to see them re-appear month after month. Promises Rabe: OK, we hear you on billing issues. We are taking concrete steps to improve our billing. It's a work in progress, but we've made some significant changes. The Verizon bill is now simpler than it used to be to make it easier for customers to review and understand their monthly charges. . .Part two is to make sure we minimize billing errors and fix billing problems quickly when you tell us about them. We are working on these issues, and I’ll have more to say about them in future posts. Rabe reminds users of several older initiatives we've already covered, including personal FiOS attendants in Florida, and the simplification of phone support by having just one support number (800-VERIZON) instead of the nearly 100 they had last year at this time. Most of these are welcome, but old initiatives already. Users would probably be happier if Verizon stopped making so many billing mistakes, or at the very least fixed them the first time they're brought to the carrier's attention.
Related:- Verizon Offers Free Wi-Fi To Broadband Customers (Again)
- Regulators Nervous About Verizon/Frontier Deal
- Verizon Wireless Phantom $1.99 Data Usage Fee
- Verizon To Discontinue Newsgroups September 30
- Verizon Named Most Trusted Company With Your Privacy. Really?
- Verizon's $1.99 Phantom Fee Returns
- Verizon Offers Six Months Free DSL Promo
- Verizon Again Hints At Metered Billing
|
 
aaronwt
Premium
join:2004-11-07
Woodbridge, VA | reading the bill was never a problem My problem was getting them to bill me properly. the bill was always easy to understand. After 7 or 8 months they finally got my bill right. And they have also raised fees for me and given me nothing for wasting all my time. | |
| 
mod_wastrel
join:2008-03-28
 ·magicjack.com
| The real question is... is it simple/easy/clear enough for the folks at Verizon to understand?
Guys, shouldn't you just be working on preventing those billing errors in the first place? Just how hard is it to add 2 and 2 to get 4? Fix your billing processes first, then work on the bill presentation.
Thank you for yer support.  | |
| Electro960
join:2005-12-21
Doylestown, PA
| One Customer Service Number Would Be Nice I don't know how many hours I wasted trying to reach the appropriate department at Verizon. Each time I call I get routed to a department that doesn't handle FIOS accounts or the call center does not handle accounts out of my states. Calling during the weekend is bad because the sales department is closed. If you want to order channels on FIOS TV over the weekend they will create an order for it but it won't get completed until the next business day. Cable companies will activate services over the phone on the spot, even if its 3am.
The automated voice-prompt system is a nightmare as well. It never understands what I say and it picks up background noise as well. Since I'm a FIOS TV/Internet-only subscriber (no-landline), customer service ALWAYS has issues with locating my account because I do not have a billing telephone number.
Overall, I appreciate Verizon's efforts in cleaning up but there is still a lot of improvements that need to be done.
VERIZON: Please give us one number to call without being transferred 50 million times, thats all I am asking. Thank you. | |
|  | 
bdh
join:2007-08-21
Little Elm, TX
 ·Suddenlink
| Re: One Customer Service Number Would Be Nice said by Electro960  :I don't know how many hours I wasted trying to reach the appropriate department at Verizon. Each time I call I get routed to a department that doesn't handle FIOS accounts or the call center does not handle accounts out of my states. Calling during the weekend is bad because the sales department is closed. If you want to order channels on FIOS TV over the weekend they will create an order for it but it won't get completed until the next business day. Cable companies will activate services over the phone on the spot, even if its 3am. The automated voice-prompt system is a nightmare as well. It never understands what I say and it picks up background noise as well. Since I'm a FIOS TV/Internet-only subscriber (no-landline), customer service ALWAYS has issues with locating my account because I do not have a billing telephone number. Overall, I appreciate Verizon's efforts in cleaning up but there is still a lot of improvements that need to be done. VERIZON: Please give us one number to call without being transferred 50 million times, thats all I am asking. Thank you. 1) centers that dont handle your area are contractors... not actual VZ employees. the IVRU doesnt do a great job of distinguishing copper / fiber customers.... i agree with you on that.
2) there is an after-hours video service that can place orders to upgrade service after 8 pm local time during the week & have limited hours on weekend. anyone in tech support can transfer you there.
3) Orders do have the next-day due date... just how the system works. If you get a hold of tech support after order is placed; they can complete the order for you.
4) The next time you call, find our what they have listed as a contact number ( cbr = can be reached ) and use this when you call... it'll help with confusion locating your account.
5) 888.553.1555 for residential, 888.244.4440 for business. Should have prompts for billing, add service, tech support etc. VZ was working on 800-Verizon but I dont think it was ever launched. | |
| | VerizonHSI
join:2009-03-05
Everett, WA | 1-800-VERIZON will get you to all departments. | |
| | 
jmn1207
Premium
join:2000-07-19
Reston, VA
 ·Verizon FIOS
| said by Electro960 :The automated voice-prompt system is a nightmare as well. On those rare (thankfully) occasions when I need a tech visit, such as when installing a "complicated" and expensive $75 CableCard  , an automated idiot calls me the night before the scheduled visit. The programming for this text-to-speech is silly, calling my street name, which uses "DR" for "Drive", a "Doctor". I just roll my eyes and say "Yes", when it asks me if I live at 123 West Park "Doctor".
Even if you tell the automated caller that you no longer need the tech to come out, this info never gets to the right department, as you still get a call from the tech the morning of the scheduled visit, verifying whether or not you are home. | |
| | tmc8080
join:2004-04-24
Floral Park, NY
| said by Electro960 :I don't know how many hours I wasted trying to reach the appropriate department at Verizon. Each time I call I get routed to a department that doesn't handle FIOS accounts or the call center does not handle accounts out of my states. Calling during the weekend is bad because the sales department is closed. If you want to order channels on FIOS TV over the weekend they will create an order for it but it won't get completed until the next business day. Cable companies will activate services over the phone on the spot, even if its 3am. The automated voice-prompt system is a nightmare as well. It never understands what I say and it picks up background noise as well. Since I'm a FIOS TV/Internet-only subscriber (no-landline), customer service ALWAYS has issues with locating my account because I do not have a billing telephone number. Overall, I appreciate Verizon's efforts in cleaning up but there is still a lot of improvements that need to be done. VERIZON: Please give us one number to call without being transferred 50 million times, thats all I am asking. Thank you. Many of these so-called "Customer Service" functions could easily be handled on their website, or through the remote control if your talking about the overpriced rent-a-doorstop they call "cable-tv boxes". Just how far behind modern times your cable company is makes them more or less customer friendly in 2009+. | |
| 
Peterock
@rr.com
| VZ Billing I have had several problems with VZ billing. I went as far as to file a complaint with the PUC in Florida, but VZ must own them becasue they did nothing to help me. VZ double billed me and after working out the problem with a senior manager, I still recieved a bill from a collection agency demanding payment. I wound up paying the unwarrented bill to save my credit, but I will never deal with VZ again. Too bad they have the worst customer service on earth, because FIOS was a pretty good product. | |
|
GobStopper
@rr.com
| Worst in billing and customer service Verizon has the absolute worst customer service and billing in the world. You actually dont realize this until you have a problem with a bill (which is inevidable), or a service issue. Then it will take you hours of wasted time to try to resolve their mistake. If your time is worth anything, this negates any level of product or service they can possible provide. I will never own, use or possess a Verizon product again if I can help it. | |
| | 
RiseAbove
IreCruitU
Premium
join:2004-01-30
| Re: Worst in billing and customer service said by GobStopper :
Verizon has the absolute worst customer service and billing in the world. You actually dont realize this until you have a problem with a bill (which is inevidable), or a service issue. Then it will take you hours of wasted time to try to resolve their mistake. If your time is worth anything, this negates any level of product or service they can possible provide. I will never own, use or possess a Verizon product again if I can help it.
'
Yep between them and ATT it's like a competition in who can be the worse at what they do. Both treat their employees like crap, pay horribly, and don't screen worth a crap. I would hate to run call centers because you are essentially Disney land when it comes to people. They demand so much of the CSR's, pay them so little, and treat them like 2nd rate citizens. This leads to work environments where not only do reps not want help you but they aren't smart enough to do it because you just filled a call center with the lowest common denominator due to not having any kind of money to hire trained people.
--
Looking to get into Avaya telco if you might be in that field hit me up I have a lot of questions. | |
|
jmn1207
Premium
join:2000-07-19
Reston, VA | Priorities Lengthy waits on hold is terrible, but what's even more frustrating to me, when navigating through tons of tedious options over the phone, is that I can reach a human in 10 seconds if I just pick any option to buy something. | |
| Andy616
join:2003-03-05
Edmonds, WA | VerizonWireless is Verizon Wireless customer service as bad? | |
| | thebulldan
join:2005-06-13
Bridgeport, PA | Re: VerizonWireless In short: NO | |
| |
aaronwt
Premium
join:2004-11-07
Woodbridge, VA
·Verizon FIOS
| said by Andy616 :is Verizon Wireless customer service as bad? Verizon wireless service has been excellent for me. a night and day difference between wireless and FIOS for customer service and billing. | |
| | | 
stevek1949
We're not in Kansas anymore
join:2002-11-13
Virginia Beach, VA
·Verizon FIOS
 ·Verizon Online DSL
| Re: VerizonWireless I have to say that I have not had any billing issues yet. Even Got the TV for subscribing in a very timely manor. The install tech showed up on time and completed the order very professionally. Never an issue.
However, I do not know why it takes an order to come to completion so long. Recently, I ordered the three month free HBO/ CINIMAX package. Ordered it on Thursday, and it took until Monday for it to show up!. In all of the years that I had Cox Cable, the order was usually complete before I got off of the computer or the phone. Instant. Why it takes four days in this day of automation I do not understand. | |
| |
chaser7011
@comcast.net
| NO Twitter customer service!!! They do not have an equivalent to comcastcares...
Now many of you here probably are not on Twitter or use it yet, but when I have issue with my comcast I will @comcastcares and get a response/resolution in an hour or so. I do not wait on hold, talk to an idiotic IVR that does not understand me, get bounced around and so on ...
I just @comcastcares and they get back to me with a resolution.
I'm shocked Verizon does not have a similar level of service, as they could save money on hiring Verizon Twitter customer reps over union phone reps who make $28 an hour. | |
| | | 
Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY
·Verizon Online DSL
| Re: Verizon drives away customers said by PX Eliezer : Why do they blanket the TV stations with ads for FiOS when many, many towns and cities cannot even get the service? Same reason I get Optimum Online ads in Mt Vernon and Manhattan when it isn't available there. | |
| rtfm8
join:2005-07-09
Washington, DC
·Verizon Online DSL
·Atlantech Online, ..
·AT&T DSL Service
| One number? One number is somehow better? I'll dial 10 numbers if only I could REACH A HUMAN when I do call.
My gotcha? I do NOT have FIOS [$50 vs $18 for DSL] but since they push it here; every ^&*%^&&^ I call, I get shunted to FIOS, only to be retransferred eventually to India, Mexico or the Philippines.
(VZ also screwed me out of the promised $75 rebate, but that should be no surprise to readers here. Appeals up and down the line have been met with deaf ears...) | |
| 
xdeadhead
220, 221, Whatever It Takes.
Premium
join:2000-11-08
Mechanicsburg, PA | hahahahahahaha hahahahahahahahahahahahahahahahahahaha laugh til it hurts coz verizons motto is " we're not happy, til youre not happy" | |
|
RiseAbove
IreCruitU
Premium
join:2004-01-30
| Facebook page Verizon's facebook page is a riot if anybody gets a chance to see it. People complaining about how they never get call backs from recruiters and how managers have lied to them. I am extremely shocked they have an open wall where people can post so much stuff considering Verizon is so hardcore about protecting their image.
--
Looking to get into Avaya telco if you might be in that field hit me up I have a lot of questions. | |
| SuperHemp
join:2007-08-15
Burnt Hills, NY | credit I had no landline wire to my house for weeks and calls where made on it, that i never made, and verizon still wont give me credit for those calls. | |
|
Abetterway
@verizon.net
| Devious tactics not necessary! Why is it that Verizon with a product like FIOS does it need to use devious tactics which border on Fraud to merchandise its products. For 4 months our community waited for FIOS and Brenda Lamey their Texas marketing person repeatedly took our order on its promotions and toward the completion delayed the final installations each of 3 weeks until the packages changes and the prices increased substantially and when a formal complaint was files basically said stuff happens. I just know that their bait and switch business practices will come back to haunt them. Just note if Brenda is marketing in your neighborhood she can't be trusted. If GM, Citibank, Merrill Lynch and others who were once great companies with great products can fail, perhaps Verizon will be next. | |
|
twist18x
@cisco.com
| Verizon billing issues have not improved I am a victim of verizon overbiling, fraud and false advertisements as I sifted through 3 years of credit card bills with double charges. In spite of numerous attempts to correct it, I finally found someone that seemed to be interested in fixing the issue. Guess what! Wrong again.
So they have uncovered that I had two accounts hence they were billing double and went to the next task of merging the accounts. Outcome: billing is worse off and the bundle has disappeared and 30 payment credits vanish. Now I owe money ....wow that is truly magic.
So I've filed with the TX attorne general's office and encourage the texans to do the same. »https://www.oag.state.tx.us/forms/cpd/form.php
NJ has successfully done this after receiving 226 complaints. The NJ Attorney General is now filing a big lawsuit against them. Check it out: »www.state.nj.us/lps/ca/press/fiosp.htm
Don't the charges sound familiar? I hope to see Texas join the fray. | |
| | | |
|
|
2 Hours for a $50 adjustment