Overbilled & Threatened with Report to Credit Bureau

In December '07 our Verizon internet service became increasingly unreliable. Several times we called Verizon to get it working again.

Finally, in January, 2008, after several attempts to get it working (we did have service, although sporadic) we decided to cancel our internet service. I was on hold for literally hours over several days trying to speak to a live person by phone. When I finally did get a live person, they could not help me because I couldn't verify our account information. What information?

#1: I didn't know the last amount paid (our bank statements are delivered only online, and I couldn't get online to see the amount.

#2: I couldn't recite the contact phone number they said we provided more than 15 years ago when we first signed up for service.

#3: (This one is UNBELIEVABLE!!!)--NEITHER MY HUSBAND NOR I KNEW MY MOTHER-IN-LAW'S MAIDEN NAME!!!! I really felt as though they were just fishing on that question, because they stammered and faltered when asking that one!

So I sent a letter to Verizon through snail mail, instructing them to cancel the service immediately, and asked for at least a partial refund from December, 2008.

When I realized we were still being billed for the internet, I called to report it. Still, no help from those who are paid to help.

I honestly wonder if Verizon employs people who are difficult to understand for the sole purpose of frustrating us to the point we give up. I was even asked by one Verizon employee, "Whash awrong wish shu? Donch you schpeak Engleesh?" :angry:

One gentleman could not even understand the numbers in my ZIP code when he asked for my address. He finally did agree that, if the Internet help desk would verify that I had LOTS of problems with our service, he would refund the charges from the first week of February to the present. This information was verified, and the person at the help desk even stated that I had asked that the notes reflect that I wanted our service terminated and a refund, and that I was calling the Verizon billing department to request the same. I expected a refund.

In May '08, we decided to terminate our phone service as well and switched to Comcast.

I was quite disappointed when we got our final bill. First, there was no refund. Not only that, since we did not have Verizon phone service, our monthly internet charges increased by nearly $20.

Several more hours on the phone, and I finally got a csr who could not understand that, not only had we cancelled our phone service, but our internet was cancelled a LONG time before that. I was transferred to the phone people, then back to the internet billing department, then back to the phone people again. I finally gave up when it was time to pick my daughter up from class.

I tried again, to no avail, to get this taken care of. Same situation. Same results.

The next time, I finally got someone who (sort of) understood. They agreed that if the internet help desk would verify the problems we had been having, they could refund those five months of charges. This time, though, the internet folks couldn't verify anything. Why? They only keep those records for about three months, then they disappear into oblivion.

By this time, we were getting letters saying that our account was overdue, and that if not paid, this would be reported to the Credit Bureau.

My husband and I are getting ready to purchase a home, and we certainly don't want derogotory info in our credit report. So, I paid. I complained, but I paid. In full.

So, today, what do I get? Another bill from the internet billing department. I called. Was on hold for 40 minutes, and got another person who spoke broken english. He tried, though, and finally understood, and removed the new charges. I got a confirmation number from him.

Anyone want to guess if we'll get billed next month?

In the spirit of good business practice, Verizon has sent us a couple letters saying they are sorry to lose us as customers, and they would be happy to switch us back. As IF!!! I called the number and asked for the gentleman who "signed" the letters. The woman I spoke with was just as rude as anyone I have dealt with from the Verizon billing department.

The worse part is, when my husband and I move into our new home, it may be that Verizon is the only provider in that area. I told my husband that I would turn down the perfect house in a great neighborhood for just that reason. At the very least I would like to use only cell phones and figure out ANYTHING else for the internet.

At this point, I think that the LEAST Verizon owes us is about $180. The best I could hope for is that they understand that my time is valuable, and I have spent at least 40 hours trying to solve a problem THEY created because they saved money hiring people who do not understand nor speak the same dialect of English that many of their United States customers speak! I can understand that sometimes internet service is not all that dependable, but GIVE ME A BREAK--allow me to press a number that will get a person who understands the numbers I speak when I verify my home address!