Report: #352180

Complaint Review: Verizon DSL Internet

  • Submitted: Wed, July 16, 2008
  • Updated: Fri, November 27, 2009
  • Reported By: Brooklyn New York
  • Verizon DSL Internet
    P.O. Box 1100

Show customers why they should trust your business over your competitors...

I was calling to change my long distance calling plan one day when the representative suggested I get Verizon's DSL long distance. I've had dial up service for years and inquired several times about replacing dial-up. Their slimy saleswoman said it's available in my area for $6.95 per month. It did sound too good to be true, but how can I argue with a good value? Turns out when I got the bill about 2 months later, I was being charged $14.95 per month. Still a good value, but why lie? Once a company lies to me, they lose all their credibility. I immediately cancelled my long distance phone service with them (they neglected to tell me about a $3.50 monthly charge whether you use long distance or not) and the DSL which was supposed to be installed free, I was charged $19.95 for "shipping and delivery" which I was not apprised of when I ordered the service. When I called up to complain about these eggregious charges, I was told it was my fault for not checking my e-mail explaining the charges when I ordered it (I never received an e-mail about the charges). The person you're complaining to just says: "No, no, no." Verizon is a very slimy company and I would never, EVER recommend them to anyone. They are just as bad, if not worse than the cable companies everyone hates. $14.95 is not bad for DSL to replace dial-up, but Verizon's salespeople would sell their children to make a sale, and they play fast and loose with the facts. I also switched my long distance to a no-name company called Pioneer, and went back to dial-up Juno which I recommend.

Brooklyn, New York
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This report was posted on Ripoff Report on 07/16/2008 09:47 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE EX-employee responds

The Customer service does stink

AUTHOR: The Last Word - (United States of America)

I used to work for a company contracted by Verizon to handle all dsl billing/retention issues.  So when you call and you get an American its either someone in Tampa or Va working for CAEI.  The level of professionalism is below par.  The Supervisors there are such a tight knit group, elevating in that company is not an option.  There are too many Supervisors there that are getting high on the job in their cars in the parking lot which is parked directly across from a Homeland Security Office.  And the funny thing is all of this has been reported but they manage to keep their jobs because the Operations manager doesn't have the balls to fire these people.

I've witnessed people placing customers on hold and go to the bathroom, walk to the other side of the building and chat with their friends, or go to the breakroom and heat up their lunch.  Also, the amount of profanity and inappropriate conversations that take place within earshot of reps headsets is absurd.  I now wish I had recorded all the names that customers get called when a rep places them on hold.

When customers call in to cancel accts, alot of the times the accounts don't get cancelled and the rep doesn't leave notes, so there's no way to trace the call to that rep.   Here's how that works, the contracted company has a quota to meet and the reps get perks for meeting that quota.  Least amount of cancels and number of saves equals a cash payout everyweek.  We once had a guy rack in a 700.00 payout for save rate.  He no longer works for the company, but needless to say, it's all a numbers game, if CAEI presents Verizon with good numbers with the least amount of cancels they stand a better chance of getting the contract renewed. 

The problem with Verizon is their choice in contracted companies.  We all know that the cheapest company gets the bid.  So Verizon is sacraficing the quality they use to have to accomodate the quanitity of calls the contracted company is promising to handle.

So as soon as you can, switch to a local provider.  The smaller companies tend to have better customer service. 

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#2 Author of original report

Verizon ripoffs continue

AUTHOR: Richieboy - (U.S.A.)

I do still have my Verizon DSL account that I am planning to eventually phase out because of important emails correspondence I still have, when again, they continue to stoop to new levels of thievery and more scams.

In my previous report I outlined how their sales staff lied about the monthly price of the DSL Internet service, said the router would be "free" but wound up costing me $20.00 in "shipping fees," and the monthly long distance phone plan was supposed to be no fees, but wound up putting me in a plan that was $3.50 per month whether you use it or not.

When I opened my latest bill with them, they had the audacity to charge me $8.00 per month for a firewall and anti-virus service that I never ordered. They just slip it in the bill and hope you don't notice it. I already have my own anti-virus, firewall software. I don't need theirs for $96.00 per year.

I called Verizon and demanded they take this charge off immediately which they did. AOL gives you this stuff for free. Don't buy software from them you didn't specifically order. They have been on a mission to inflate your bill. There is some competition out there for telephone service and Internet.

Don't get ripped off by Verizon, an unfriendly and expensive phone and Internet provider. Do your homework and maybe they'll get the message that people are tired of getting lied to and having charges for products and services you never ordered magically appear on your bill each month. I personally am sick of it!
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#3 Consumer Suggestion

verizon is ripping of customers from coast to coast... me too in California

AUTHOR: Fedup - (U.S.A.)

Your story sounds similar to mine... over charges, can't get a hold of anyone, false promises on costs. I have paid over 800.00 to Verizon in only 3.5 months for telephone cable and internet, and they say I still owe 323.00. I disconnected the service today, after spending another 4.5 hours on the phone, trying to get help. Month after month, the bills keep going higher and higher, for no real reason. This company is the biggest scam job I've seen in years, and it's at all our expense. Keep very detailed logs of your communications with them. You might have to go to small claims court to get them off your back.
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