Complaint Review: Verizon - Albany, NY

I have had Verizon for all my communication needs for over 25 years. I have the bundle which includes TV, internet, Fios,phone and wireless.

On April 29,2017, I switched carriers for wireless from Verizon to Sprint. Sprint told us that we did not have to notify Verizon of the change because when Verizon sees that we transferred our phone numbers they will know that they will no longer be our carrier. That sounded very easy.

At that time I had from Verizon a device called mi-fi, that allows access to the internet from anywhere (portable). I did not even consider calling Verizon to cancel this service because it was for the internet and I did not think the mi-fi had anything to do with wireless service. I thought it was under the internet part of the bundle (FIOS, internet, landline phone, wireless).

I recieved my bill from Verizon in May of 2017 and I paid it. This went on for about 5 months. I was not sure why my bills continued to be higher than I expected. On May 15,2017, I spoke to someone from Verizon whom I reached out to because of the high amount of the bill. I was told at that time about the mi-fi device was never cancelled and that was why I continued to recieve high bills. I cancelled that service during that phone conversation and was told that would take care of my problem.

I continued to get high bills. Again I reached out to Verizon, which by the way when you call Verizon you never get to speak to the person that assisted you before, therefore I have to go through the same story and concerns each time. You also never get the name of the person you are speaking to. I was told each time after going through my story that they would put a note on my account which never happens because if it did than I would not have to go through my story again and again , they would be able to bring up the account and read what was noted before.

I was cajoled into believing that Verizon would take care of the problem and that I would be entitled to a credit of $347.37. I was told I would receive a check in the mail in about 6-8wks. This was in September,2017, I have not received the check as of today.

I did have the opportunity to speak to someone who seemed to care, she must have been at the top of her training from Verizon, because she made a believer out of me. Her name as she told me is Ebony Moore. I actually thought I was getting somewhere but much to my dissapointment it was not to be. I  reached out to Ebony in email form (which she gave to me her email at Verizon. I reached out to Ebony again to find out what was going on and she responded that she would set up a conference call with her supervisor and get to the bottom of this ongoing problem. I answered that that would be great ,but, it never happened, and I have not heard another word from Ebony Moore.

I had to call Verizon last month because my service was suspended do to outstanding bill. In August 2017, I took it upon myself to subtract the charges for wireless on my own and that made even more problems. My service was restored after I spoke to yet another Verizon employee. During that conversation I agreed to pay everything except the $347.37. I was told that when I receive the check I had to send it back to Verizon because the way the bundle works Verizon pays the charges for the account and then they recoup their money when the bill is paid by the consumer. I said sure I would certainly send back the check, but, I also asked why send me a check not only to turn around and send it back to Verizon.I said why even send me a check, why doesn't Verizon just keep the money and apply it to my account? They said that Verizon land line and Verizon wireless do not communicate.

This morning again I have no service from Verizon. My service was interuppted again due to outstanding bill. I do not know where to go from here. My bill keeps going up and I am not getting any satisfaction from calling Verizon and trying to solve the problem.  I am not a dead beat. I pay what I owe and I will not pay what Verizon wants. I told the last lady I spoke to that I would pay the balance except for the amount that was suppose to be refuned to me. I told her as soon I got the check I would gladly send it to them. I have not yet received the check.

At this point I do not know where to go from here. I am frustrated and angry. I am not getting any satisfaction. I do not want to see this problem continue to build. My credit is being affected and I think it just isn't fair.