Verizon DSL Home Service Wrong Billing, services not delivered Nationwide

In July I signed up with Verizon DSL under a plan that offered a year of service with the first three months at $19.95, then nine months at $29.95.

This package included MSN Premium service and Free Web space for a personal Web page. Neither of these things could ever be activated. If you subscribe, I assure you, you will never get MSN working. The Tech support was some of the worst I have ever dealt with, one rude a*****e even telling me "you can do that on your own time" when I asked for help.

Techs from Verizon actually crashed my computer through remote service. I had to get my computer manufacturer to fix it.

Remember, this is an internet connection company. You'd think that they would be experts, right? Yet I spent 40 minutes on October 3 trying to access the Peronal Web page feature. When I finally called Tech support, they said it had been "down for a week". So this huge company did NOTHING to warn customers that a service was disabled? No message on the Access page, no email notification? Nope, they couldn't be bothered. When I asked the tech how much they were going to refund of customers monthly fees for this lack of service, you know what he told me? "I don't know...fifteen cents?"

The first paper bill and first online bill they sent did not match. I notified them of this, and they just refused to answer, insisting I call them on the phone. Verizon always does this. They refuse to put anything on the record, they will only talk on the telephone.

The first bill stated that my account was "past due"! This was my FIRST BILL, so how could I be "past due"?! Since I care a great deal about my credit rating, this upset me quite a bit. I still have not gotten an explanation or an apology about this.

Next, I did not get the $19.95 rate I signed up for...they billed me for DSL access at $33.05 for 7/29/05 through 8/24/05, then for $37.95 between 8/25/05 and 9/24/05!

Then the bill lists a discount given for "DSL 3 Month $18 Promo Discount" Hello! Since when does $19.95 add up to $18? Or $33.05? Or 37.95?

I wrote them email multiple times, and they always refuse to anwer, insisting that I call them on the telephone (how convenient, no way to prove what they say).

Worst of all, the paper bill included a flier advertising their service at $14.95 a month. So, first they lock me in at $29.95 a month for a year. Then, they don't deliver the services they are obliged to provide. Then they insult me by sending me an ad for a rate I cannot get. Then they refuse to cancel my account unless call them and wait on hold for 20 minutes.

Oh, yeah. When you call Tech support? You always get a nice little recording. It is always there, but it changes a bit. Each time you call, it names a different city, and states that Techs are working to restore service there. So, how long until your city loses service completely? Evidently this happens ALL THE TIME because this recording is ALWAYS playing and there are ALWAYS new cities named as not having service.

Verizon DSL is NOT reliable, NOT honest, cheats you of services, overbills you and they refuse to reply to you through email.

E
Washington, District of Columbia
U.S.A.