Verizon DSL Incompetence, Lies, and Lack of Accountability Complete Disregard for the Public Ripoff New York City New York

I have given Verizon DSL every chance imaginable to redeem themselves. Now, it's The Rip-Off Report's turn.

This all started when I simply tried to change the name of a bill from one person's name to another. Seems pretty straight forward, no? Here is the painful and vindictive saga of events perpetuated by the incompetent and unsympathetic staff at Verizon.

On the evening of 8/31, a man from (we'll keep him anonymous) tech support looked up my account for me, because I had been without my DSL service for almost a month. He read me the following:

Account says they (Verizon) sent (me) an email on the 25th (of July), the day after I switched the billing information (They told me, while I was on the phone with Customer Service that they changed my account info on the 24th).

The explanation they gave is that they did not have the correct billing information on file. Of course, they did not happen to mention when I requested the information change that they needed any such information. It's Verizon's job to make sure they have the proper information on file, not mine to guess.

There was a Mass Order generated to terminate service on 7/31. ???

The man saw no record, at all, for the history of my account that says they sent an email saying anything to that effect. (He verified with me that the email he had on file was correct).

I check that email daily and have never received such an email.

The next guy I talked to promised to get a new signal on my line as soon as the old DSL signal dropped off of the line, and to credit me 3 free months of service. I was not impressed, and it was supposed to reconnect no later than last Friday, 9/16/2005. It did not, I was not credited with any free service, and the whole situation continued to deteriorate.

9/20/05- (I sent them this feedback through online support) - "Verizon support is a joke. I have had no service for a month now. You cancelled my service, without my knowledge or permission. I never requested it, and it's not over a late payment..."

"You guys have had three chances to come back on my line. You Have a shift manager/superivsor/team leader (whatever) call me immediately at 626.643.7950. And, by the way, the Customer Service Center is closed, just like it always is during times when I actually have time to call..."

"The only part of Verizon DSL service that has worked without error or delay is their billing department, which made sure to bill me, on time, for a month of service I have not received."

*The same evening, just for redundancy, I sent them this letter through the 'Contact Us' link on their online support...*

I had your DSL service, but you cancelled it for no reason. That is why I checked the NO box for "Are you a current Verizon Customer;" as, clearly, I am not. You cancelled my service as a result of an error you guys made with my credit card information..."

"I never received a call or an email (even though it was noted on my account that I had - I checked. You didn't call or email me. You checked and you know you didn't call or email me....

(What I still have not figured out is why would they cancel my service based on a mistake they made with my credit card information they have on file, when I pay my bill monthly using my Visa Debit Card? That's a mind bender.)

Below (for your reference) is the saga that has ensued as a result of extreme incompetence and lack of communication within the walls of Verizon Online Services. I NEED TO KNOW IF THE DSL SIGNAL HAS DROPPED OFF MY LINE YET. I cannot get a new service until the signal is off my line...

I then listed the series of events from above. But it's not over yet

Next conversation - DSL Billing - 9/21/2005

***The man I speak with says he has just credited me $88 and change. (I thank him and inform him that I will be checking the bill w/ a magnifying glass.

He transferred me to Sales... What's new?

I got another person who told me he is not in sales and does not know why they transferred me to him. He apologized and transferred me to sales, who never answered.

For the month of August, 2005, Verizon billed me for a month of DSL service which I never received. They had shut off my service without my knowledge, request, permission, or lack of payment before the billing period even began.

The bill, after credits for previous screwups were deducted, was $23.71. After only 43 days from the start of that billing period, they sent the bill to collections. This doesn't just happen on accident. The bill was paid through online banking and posted on 9/27/2005.

The last bill contains many different unexpected and unexplained charges (due to the usual lack of competency and customer care in Verizon's Customer Disservice Department), including an early DSL termination fee of $99.00.

THIS HAS TO STOP!!! I never once requested that my DSL be cancelled, nor had I ever triggered an event that would cause the service to be shut off. This is all the fault of Verizon's complete lack of regard for their customers. After giving Verizon 3 different chances to get my service reconnected (They failed all three times), and since my service had been completely dropped off my phone line, I signed up with a different company. IF YOU HAVE ANOTHER OPTION besides Verizon, please consider going with the other option.

Jeff
Covina, California
U.S.A.

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