I will never again in my life deal with Verizon Online, or any other Verizon company. They have been an absolute nightmare.
A few months ago, my "high-speed" internet service was interrupted. I called Verizon to get help with this problem. What a complete waste. I was on the phone for at least 3 hours each time I called them - no exaggeration. Most of the time I was on hold. The rest of the time I was repeating myself to people who couldn't understand me and vice versa.
After MULTIPLE extremely excrutiating phone calls with Verizon, the problem was never resolved. My internet service never returned. A technician was supposed to come to my home - he never showed up.
So after about 3 weeks I was still without internet service and yet still being BILLED on my account. I called Verizon to cancel my account and of course got the run-around about why I couldn't cancel, the fee I would have to pay, etc. I have never been so frustrated with a company.
I finally talked to a supervisor who told me that my service would be canceled and my termination fee would be waived. She said that if any other bills came in the mail, to just ignore them. My account would be closed.
Months later, I was still getting bills in the mail, both for my "internet service" which was supposedly canceled, and for the termination fee that was to be WAIVED. As the supervisor suggested, I ignored these.
So imagine my surprise 2 weeks ago when I received a letter from a collection agency on behalf of Verizon Online!! They were billing me for nearly $300 worth of "services" and "fees" that they said I never paid. I couldn't believe it. Now with the collection agency involved, I was afraid my credit would be affected.
I called Verizon again, and again had to sit on the phone for HOURS being transferred to one person after the other - none of whom could help me. Verizon basically said that my account had never been closed, the termination fee had never been waived, essentially that I was LYING.
I demanded that the transcript/recording of my phone conversation with this supervisor be found and reviewed. (At the beginning of all Verizon phone calls they say that the call may be monitored for "quality-control" purposes.) And OF COURSE that recording could not be found.
So I'm at a crossroads. It absolutely kills me to pay this collection agency bill, but I don't want bad credit, and this fight with Verizon is completely one-sided. But I wanted to post to this website and at least let others know of the HORRIBLE customer service experience that I had with VERIZON ONLINE.
Tell all your friends.