They screwed up my billing. Again.
Illegally charged my credit card. Again.
And I'm stuck on phone hold. Again.
I'm now on with a supervisor who says that he's going to be able to merge my FIOS triple play with my local phone. We'll see if that actually happens (I'll have to wait another month to see if that actually works).
I have no idea how Verizon thinks that they can charge my credit card after I specifically told them not to charge my credit card. Anyone else see a problem with this?
I do.
The supervisor claims to have merged my billing. Right.
This is now 35 minutes into the call.
UPDATE:
Finally off the call. On top of the adjustments to the bill, which will include an additional $22 off the bill for a year, it looks like I'm going to get the LCD television that had been offered when you sign up for Triple Play Service. Turns out that Verizon has extended the television offer back to mid September so if you signed up after that point, you should ask to get the television.
I should have an email confirming all this later today. The proof is in the pudding as to whether all this will happen.
Showing posts with label FIOS billing. Show all posts
Showing posts with label FIOS billing. Show all posts
Wednesday, December 12, 2007
Tuesday, November 13, 2007
Liveblogging FIOS Hell
I recently purchased the FIOS triple play - that's cable, phone, and Internet service. I ordered and installed it in my recently purchased home. The service has been awesome.
The customer service and billing has been anything but.
In fact, it's beyond awful.
Triple play is supposed to be billed on a single form.
Instead, I received a bill for local phone, and then discovered that I had been charged for the full amount of the Triple Play on my American Express card.
I first started calling Verizon to fix the billing when I found that the local phone was overcharging. I then checked my American Express billing online and discovered that I was billed.
I was double billed.
I called Verizon. No one in customer service has a clue as to what is going on. I get into transfer hell - from Texas to Ohio to finally New Jersey. I was on the phone with them yesterday for a half hour before they finally realized that they couldn't do anything because the billing service they needed to access was closed yesterday.
Before that, I was on the phone for several hours with Verizon trying to get this sorted out and they couldn't help. I get lots of elevator music and interminable holds.
Right now, I'm on hold. The latest customer service rep is looking at my account. I'm sure she too will have no clue what is going on and will place me on hold to get a supervisor. It's a merry-go-round of cluelessness and ineptitude.
This should be a simple issue to resolve. I ordered and paid for the FIOS Triple Play. I know what that amount is - $141.38 - the amount for the three services, two settop boxes, and taxes and fees.
They are double billing for the local phone. Eliminate that bill.
But no. No one has a frickin' clue. They don't understand how my bill works or whether I have FIOS service despite my telling them I was billed for it.
So I wait on hold.
Mrs. Lawhawk has mentioned that Verizon now has a new offer for a free LCD with the Triple Play service. I think that's reasonable compensation for my time and effort to fix Verizon's massive screwup on their billing.
UPDATE:
Now they're telling me that credits for the Triple Play weren't being applied properly and I should continue to hold. Right.
When waiting on hold simply wont do, blog the experience. I still want to know how and why my AMEX card got charged, and why I haven't received a paper bill for my FIOS service, but that's tough to do when I'm on hold with nothing but a static filled line.
UPDATE:
Is it possible that the billing nightmare is about to come to a close? We'll see. The latest customer service rep has said that they moved all the service billings to one paper bill, eliminated the future charges to AMEX unless I sign up for that particular service, that I'll receive a credit for the double billing, and that future payments for the service shouldn't be more than $117.
On top of that, for my trouble, I was able to get a $75 American Express gift certificate.
I had asked for the TV, but I'll take the gift certificate as a reasonable gesture for my time and effort to fix this. That said, if I have to revisit this mess next month, the gift certificate will be insufficient.
UPDATE:
Total time on most recent call: 1 hour.
Overall time spent on dealing with billing: 5 hours.
UPDATE:
Going FiOS might be worth it if this is at the end of the spectrum.
The customer service and billing has been anything but.
In fact, it's beyond awful.
Triple play is supposed to be billed on a single form.
Instead, I received a bill for local phone, and then discovered that I had been charged for the full amount of the Triple Play on my American Express card.
I first started calling Verizon to fix the billing when I found that the local phone was overcharging. I then checked my American Express billing online and discovered that I was billed.
I was double billed.
I called Verizon. No one in customer service has a clue as to what is going on. I get into transfer hell - from Texas to Ohio to finally New Jersey. I was on the phone with them yesterday for a half hour before they finally realized that they couldn't do anything because the billing service they needed to access was closed yesterday.
Before that, I was on the phone for several hours with Verizon trying to get this sorted out and they couldn't help. I get lots of elevator music and interminable holds.
Right now, I'm on hold. The latest customer service rep is looking at my account. I'm sure she too will have no clue what is going on and will place me on hold to get a supervisor. It's a merry-go-round of cluelessness and ineptitude.
This should be a simple issue to resolve. I ordered and paid for the FIOS Triple Play. I know what that amount is - $141.38 - the amount for the three services, two settop boxes, and taxes and fees.
They are double billing for the local phone. Eliminate that bill.
But no. No one has a frickin' clue. They don't understand how my bill works or whether I have FIOS service despite my telling them I was billed for it.
So I wait on hold.
Mrs. Lawhawk has mentioned that Verizon now has a new offer for a free LCD with the Triple Play service. I think that's reasonable compensation for my time and effort to fix Verizon's massive screwup on their billing.
UPDATE:
Now they're telling me that credits for the Triple Play weren't being applied properly and I should continue to hold. Right.
When waiting on hold simply wont do, blog the experience. I still want to know how and why my AMEX card got charged, and why I haven't received a paper bill for my FIOS service, but that's tough to do when I'm on hold with nothing but a static filled line.
UPDATE:
Is it possible that the billing nightmare is about to come to a close? We'll see. The latest customer service rep has said that they moved all the service billings to one paper bill, eliminated the future charges to AMEX unless I sign up for that particular service, that I'll receive a credit for the double billing, and that future payments for the service shouldn't be more than $117.
On top of that, for my trouble, I was able to get a $75 American Express gift certificate.
I had asked for the TV, but I'll take the gift certificate as a reasonable gesture for my time and effort to fix this. That said, if I have to revisit this mess next month, the gift certificate will be insufficient.
UPDATE:
Total time on most recent call: 1 hour.
Overall time spent on dealing with billing: 5 hours.
UPDATE:
Going FiOS might be worth it if this is at the end of the spectrum.
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