Why I hate Verizon Online. ***LONG POST***

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Why I hate Verizon Online. ***LONG POST*** - 8/5/2004 12:21:55 PM

CalicoGuy

Posts: 5190
Joined: 6/10/2003
From: Muppetville
Status: offline

We used to have Verizon DSL at our old place before the pink muppet and I moved this summer. We called Verizon THE FIRST WEEK in June to cancel our service on June 21st. Here is a simulation of the conversation.

Date - June 7th

Customer Service - "Verizon Online can I help you"
Muppets - "Yes we'd like to cancel our service for account number XXXXX"
Customer Service - "Not a problem. What day would you like your service disconnected?"
Muppets - "Monday June 21st"
Customer Service - "Ok that won't be a problem. Since your billing cycle it through the 3rd of July, we will prorate a credit onto your account. Is there anything else I can help you with?"
Muppets - "No that is all thanks."
Customer Service - "Thank you for calling Verizon Online"

Sounded like a good conversation. The lady was very helpful. Anyways...I logged into Amex to check my balance in the early part of July and guess what I saw. On July 4th I was charged for another month of service. YAY!!! Time to call Verizon again.

Date - July 8th

Customer Service - "Verizon Online can I help you"
Muppets - "Yes I called and canceled service on Acct. XXXX, buy yet I still got charged for another month.
Customer Service - "Well I show that your billing cycle begins on the 4th of July and the service wasn't canceled until the 6th of July.
Muppets - "Well I called on June 7th and gave a cancel date of June 21st."
Customer Service - "Ok, I do see where they screwed up. We will credit your account the prorated amount from the first month, and credit for the new cycle we just billed."
Muppets - "So when can I expect my CC to be refunded."
Customer Service – “I will process it now, and it should only be 4-5 business days”

Two Weeks Later – Date – July 22

Customer Service - "Verizon Online can I help you"
Muppets – “Yes I was told my CC would be credited last week for a mis-charge.”
Customer Service – “Ok, what was the account number”
Muppets – “XXXXXX”
Customer Service – “Well sir…the credit has been sent to our finance dept., and you should be receiving the credit in two to three billing cycles.”
Muppets – “BILLING CYCLES???? Why should I have to wait 2-3 months before you can refund my CC for your own screw up?”
Customer Service – “Well sir…that’s the way it works. There is nothing I can do about it.
Muppets – “Well then I’d like to speak to your Supervisor.”
Customer Service – “I’m sorry sir I do not have a Supervisor.”
Muppets – “Well your boss, manager, I don’t care just give me someone higher up.”
Customer Service – “I’m sorry sir there is no one I can connect you with.”
Muppets – “Do you sign your own payroll checks? Do you own Verizon? These calls are monitored for quality assurance…are you the one that listens in?
Customer Service – “Thank you for calling Verizon Online…CLICK.”

So after I called back I finally got a Supervisor. We will pick up this story after I’ve explained the situation.

Muppet – “So when can I get my credit?”
Supervisor – “Two to the billing cycles, I cannot speed up that process it is handled by the finance department.”
Muppet – “Well can you transfer me over to them?”
Supervisor – “I’m sorry sir, I do not have a number for them.”
Muppet – “Well can you find it?”
Supervisor – “I apologize sir, but I cannot.”
Muppet – “Well can I speak to your Supervisor?”
Supervisor – “He is on a conference call at the moment.”
Muppet – “Can I have his voicemail?”
Supervisor – “Sure one moment please…..CLICK”

So after I called back the third time...I asked to speak to the same Supervisor that I was previously speaking to.

Customer Service – “I’m sorry sir…I cannot connect you directly to him. You will need to go through proper channels first.”

I swear to god I’m going to blow my freaking head off. I hung up…sat and vented with some co-workers…and just resigned myself to the fact I would have to wait two to three billing cycles.

Well guess what. It’s August 5th, and I just got billed again…for another months service. I just called in again…and had to start at square one. They are now telling me that my service wasn’t canceled until August 2nd. They do see however that they screwed up, and will credit me the prorated amount…plus two months of billing that shouldn’t have occurred. I’ll just need to wait….TWO TO THREE BILLING CYCLES.

_____________________________

El Presidente Mofo®

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RE: Why I hate Verizon Online. ***LONG POST*** - 8/5/2004 12:48:31 PM

Kegger22

Posts: 22460
Joined: 11/26/2002
Status: offline

Call the cc company and refute the charges and make Verizon do a payback, that should stop their stupidity and tell your cc company that in no way shape or form to allow another charge from verizon to go thru, just like you would if you bought something over the web and got screwed, let the cc company fight your battles for ya

RE: Why I hate Verizon Online. ***LONG POST*** - 8/5/2004 1:00:37 PM

photoman3

Posts: 1419
Joined: 11/26/2002
From:
Status: offline

Kegger pretty much beat me to it!

Get American Express involved and tell Verizon to take their billing "errors" and shove them where the sun don't shine!

They want to use YOUR money free of charge for several months. IMO that is just plain wrong and if not illegal then it d@mn well should be!

And that folks, is why all my creditors send me a physical, paper bill. If I close an account and they try to bill me for service(s) beyond the cancellation date they get the bill back with not so polite notes asking what their major malfunctions are.

A few years ago I closed out a Bellsouth account and they billed me beyond the closure date for services NOT rendered. After getting 2 bills sent back to them with nasty grams they finally figured out what their major malfunction was! Of course, they didn't have my money to use free of charge but they sure did try.

Good luck and give American Express a call.

RE: Why I hate Verizon Online. ***LONG POST*** - 8/5/2004 3:07:09 PM

Guest

I have to agree with photoman3 about having paper bills sent and paying them by personal check vs. auto-pay by CC or bank draft . I've heard to many horror stories about people being overbilled and in your case, billed after cancelling service. AOL got in some major trouble a while back for continuing to bill people's CCs after they cancelled their service. The only online bill I electronically pay is a CC, since the CC is thru the same bank and they already have all my banking info to begin with. If you haven't already, since you used a CC, call the CC up IMMEDIATELY and tell them what is going on, so that they can backcharge Verizon. This will give Verizon demits with your CC company.

shelbY

RE: Why I hate Verizon Online. ***LONG POST*** - 8/6/2004 11:33:49 AM

handyguy

Posts: 2905
Joined: 11/26/2002
From:
Status: offline

You can dispute things if your credit card comp lets you do that online. Bear in mind that takes 60 days. You also have to do an alpha david which is just a letter with your signature about the matter.

RE: Why I hate Verizon Online. ***LONG POST*** - 8/8/2004 2:52:14 AM

dealer2003

Posts: 331
Joined: 8/13/2003
Status: offline

Well, since Verizon already admit that they made a mistake. It is just a matter of time your money to me refunded. I think the amount we are talking about is the interest of the monthly fee for 2-3 months max. I don't think it would be a big deal. Just make sure you keep all the names of people who handled your case.

RE: Why I hate Verizon Online. ***LONG POST*** - 8/9/2004 7:15:55 PM

photoman3

Posts: 1419
Joined: 11/26/2002
From:
Status: offline

quote:

ORIGINAL: dealer2003

Well, since Verizon already admit that they made a mistake. It is just a matter of time your money to me refunded. I think the amount we are talking about is the interest of the monthly fee for 2-3 months max. I don't think it would be a big deal. Just make sure you keep all the names of people who handled your case.

You are indeed correct in that the interest involved may be very small AT THE CONSUMER LEVEL.

However.....................continuously billing any amount of money beyond the account closure date is essentially THEFT IMO.

Perhaps you can afford to loan Verizon $90 or more for three months or longer but most people would probably rather not. Additionally, there are a lot of people that can't afford to tie up money for services they aren't receiving and who would consider it a BIG DEAL.

WHY SHOULD A HUGE CORPORATION BE ALLOWED TO BILL PEOPLE FOR SERVICES THAT HAVEN'T BEEN PROVIDED?

Then ask yourself how often this happens. A lot more than you think because many people are lemmings and just let it blindly happen.

In addition to the Bellsouth problem I mentioned in an earlier post I also had AllState Insurance pull a similar stunt. I refused to pay them $9.65 for a policy they unilaterally extended beyond its expiration date. I had to threaten them with court action before they grudgingly admitted their billing error. I wonder how many times they billed people in this manner and got paid for doing nothing more than generating a bogus insurance bill?!?!

If it has happened to me twice I have no doubt it has happened to lots of other people. The individual amounts may appear quite small but when spread over a very large customer base these small billing errors can amount to millions (maybe even billions) of extra profit dollars. I would love to have just 5% of these so-called "billing errors".

RE: Why I hate Verizon Online. ***LONG POST*** - 8/10/2004 4:45:44 PM

Diablofreak

Posts: 9977
Joined: 6/25/2003
From: Ew, Yuck City!
Status: offline

i was charged a long time ago by bell atlantic (now verizon) when i was using their dial-up. I never check my BA email and they had a TOS change in an email sent to my account which i never check. they switched from unlimited dialup to 20 bucks for 100 hours or something, then each hour forward was like 2 bucks.

guess what over 2 months my dad's CC (back when i was still in high school) was chaged 300 bucks

he freaked out and yelled at me for being online for nothing (remember this is DIALUP and i had an extra line for it), we called the credit card company, told BA to screw themselves. and it worked.

i think we ended up paying the 50 bucks that was the plain dialup monthly rate.

< Message edited by Diablofreak -- 8/10/2004 4:47:22 PM >

_____________________________

"Our enemies are innovative and resourceful, and so are we. They never stop thinking about new ways to harm our country and our people, and neither do we." - George W. Bush

RE: Why I hate Verizon Online. ***LONG POST*** - 8/13/2004 11:23:31 AM

CalicoGuy

Posts: 5190
Joined: 6/10/2003
From: Muppetville
Status: offline

***UPDATE***

I got Amex involved. The second I called them the amount was credited onto my account. The customer service lady said since it was a Corporate Card they could do it alot faster, and it will help in the battle with Verizon.

On Tuesday I got a check in the mail from Verizon refunding me the same amount that Amex did. I'll tell you...they steal from me, I'm half tempted to cash the check from them. Get refunded once for the amount, and twice for pain and suffering.

< Message edited by CalicoGuy -- 8/13/2004 11:23:47 AM >

_____________________________

El Presidente Mofo®

RE: Why I hate Verizon Online. ***LONG POST*** - 8/13/2004 1:05:33 PM

#10

photoman3

Posts: 1419
Joined: 11/26/2002
From:
Status: offline

quote:

ORIGINAL: CalicoGuy

***UPDATE***

I got Amex involved. The second I called them the amount was credited onto my account. The customer service lady said since it was a Corporate Card they could do it alot faster, and it will help in the battle with Verizon.

On Tuesday I got a check in the mail from Verizon refunding me the same amount that Amex did. I'll tell you...they steal from me, I'm half tempted to cash the check from them. Get refunded once for the amount, and twice for pain and suffering.

It's amazing how fast that "two to three billing cycles" magically evaporated once American Express gave Verizon a call!!!

Glad to see you got the problem resolved. Hopefully it will stay that way.

RE: Why I hate Verizon Online. ***LONG POST*** - 8/13/2004 11:30:38 PM

#11

Guest

Cash that "pain and suffering" check!

shelbY

RE: Why I hate Verizon Online. ***LONG POST*** - 8/14/2004 12:21:50 AM

#12

Diablofreak

Posts: 9977
Joined: 6/25/2003
From: Ew, Yuck City!
Status: offline

when i came in this thread, this was the ad on TB...

oh the irony!!!

_____________________________

"Our enemies are innovative and resourceful, and so are we. They never stop thinking about new ways to harm our country and our people, and neither do we." - George W. Bush

RE: Why I hate Verizon Online. ***LONG POST*** - 8/14/2004 6:14:55 AM

#13

Guest

Big Brother...

shelbY

RE: Why I hate Verizon Online. ***LONG POST*** - 2/8/2005 11:43:52 PM

#14

dunz577

Posts: 1306
Joined: 1/26/2005
Status: offline

verizon is bad, Alltel better

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