Verizon and Customer Service Becoming Oxymoron

FAX

To: Ivan Seidenberg From: Nolan A. Kingston

Fax: (212) 921-2971 Pages: 2

Phone: (212) 395-2121 Date: 1.29.2008

Re: Hard to Cancel Verizon DSL

A/N: 01 1769 1196381110 03

Phone No.: (661) 942-4626 CC: Time Warner Cable

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Dear Mr. Seidenberg:

I am writing to you to express to you why I am cancelling all my services with Verizon. First, I feel that it is important to understand why I was elated to do business with GTE before it became Verizon so that this matter can be placed in proper perspective.

When Pacific Bell was in business, their attitude became "You need our business, and if you want telephone service, you have to use us. We don't need you." Well, I trashed them and found another local telephone service that served my needs just fine. Pacific Bell has since merged with Southern Bell to become SBC which inherited the same attitude and has since merged for their survival with AT&T as you well know. Verizon has somehow acquired this same attitude, and it is time that I join Time Warner for their Cable TV Service, High Speed Internet Service, Local Telephone Service and Unlimited Long Distance Services with all that Verizon has to offer and a lot more for much less money per month. Furthermore, after doing business with Verizon since before they became Verizon and having been a customer in good standing all these years, I am surprised for much fewer products and services, Verizon required a credit check and a deposit. Time Warner acts like they want my business, and, therefore, I am giving them my business.

I found a link that describes my problem very well at this time: http://www.complaints.com/directory/2004/august/12/9.htm . Because of the poor customer service and the arrogance of Verizon as a company, I terminated my High Speed Internet Service online before I went out of town on January 15, 2008 because I could not get through the 1-800-483-4000 and 1-800-483-1000 numbers to properly close this service. Finally, I reminded Verizon by email after I received my phone bill for $266.07 dated January 16, 2008 to prorate my Internet charges effective January 19 when it should have been January 15 when I made every attempt both online and by phone to cancel the service.

Today I received a response to that email as follows:

RE: Verizon.com Consumer email response [#18030480]

From: customersupport AT verizon.com

Sent: Tue 1/29/08 8:23 PM

To: nolankingston AT worldcitizenssitministries.com

Dear K. Nolan,

Thank you for contacting the Verizon eCenter. I have received your email dated January 28, 2008 regarding your Verizon High Speed Internet account. My name is Krista.

Our records indicate that your High Speed Internet account is still active.

We have a team of specialists who can assist you with your request. Please contact Verizon directly at (800) 567-6789. A representative will be happy to assist you.

We apologize for any inconvenience and look forward to resolving your request. If you have any additional questions, please let us know.

Thank you for using Verizon. We appreciate your business.

Sincerely,

Krista

Verizon eCenter

We've made managing your account easy. To pay your bill, ask for repair, and order new products and services, simply register on verizon.com today, at: http://www.verizon.com/enrollmyhome

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I called 1-800-567-6789 today at 3:00 PM and was on hold until 3:48 PM. When I finally got connected the person on the other line and I got disconnected somehow, and I called again to get busy signals, circular option messages, and messages that Verizon was closed. I am not going to pay for service I did everything in my power to cancel. Because my High Speed Internet service was officially terminated by me on January 15, I would like you assist me in making the termination of my account possible without further charges. I want to also close all my telephone service with Verizon effective January 31, 2008 without further complications.

If you have any questions, concerns, or comments, please feel free to call me at (661) 942-4626 before January 31 (when I�ll have a new phone number with Time Warner Cable) or email me at NolanKingston AT WorldCitizensSITMinistries.com or write me at the following address:

Nolan A. Kingston

44064 Beech Avenue, Unit 3

Lancaster, CA 93534

Thank you.