Tag Archives: Verizon

Verizon FIOS Unethical Billing Practices Letter

November 6, 2010

Verizon California
PO Box 920041
Dallas, TX 75392-0041

Dear Verizon Representative, et al.:

I have tried to resolve this matter numerous times via phone without success. I have spoken with a handful of people who have not been able to adequately resolve the issue. I have even involved your social media team and they simply stopped communicating with me once they fully understood the problem at hand.

In July, we cancelled our services with Verizon due to a recent price increase. We were sent packaging to return our set top boxes. Upon receiving the packaging, I was quite confused to learn that you were expecting five devices back when we only had two HD DVR’s in the home. I inquired with Verizon.com customer support on 7/22 and Angela verified that I needed to return the two HD DVR’s that I was aware of as well as my router. I was a bit perturbed that we were being asked to return the router, which we had purchased from your company as a requirement of our service, even if it was provided at no cost. In other Verizon accounts I’ve represented, we were required to purchase the router regardless of wanting to use it or not. It seems highly inappropriate to ask for it to be returned. Nevertheless, I packaged up our two HD DVR’s and returned them along with the router.

Our statement as of 8/7/10 showed that we had a credit to be refunded of $140.43, and we assumed that all had been taken care of. However, the statement dated 9/7/10 then showed we were being charged $389.03 for unreturned equipment as well as a $10.60 deferred charge from 2/1/10-2/6/10. When I inquired on the phone about these charges on 9/23, Supervisor Maria told me that the $10.60 was credited back in February on our bill and would only be billed upon termination. She said our February bill was $8 less than the other months. I checked and it clearly was not. Deferred charge or not, she clearly lied to me about the credit. It also seems highly unethical to charge customers only upon termination for an arbitrary amount for an unknown service provided seven months earlier.

When asked about the unreturned equipment, I explained that I had returned the two HD DVR’s and the router as per the Verizon.com instructions on 7/22/10. After much time on the phone, it was determined that apparently I was also to return two digital converters that had also been provided to me at no charge at least one year prior. These devices did not show up on my bill as rental items and the confirmation I received from Angela in the Verizon eCenter clearly did not show that I needed to return the items.

Upon further examination of the letter that arrived with the return packaging, it clearly says: “Please DO NOT Return any Free Promotional Items you received.” Now, I am quite confused why I am being charged $350 for not returning items that I was clearly told I did not need to return.

Further, it seems like Verizon is providing equipment to customers and then fraudulently charging them for that same equipment later. I have asked if the equipment could be transferred to our new Verizon account, but the only thing I have been told is that I must return it or pay the bill, neither of which seems fair or ethical to me.

I would like to see these charges voided and the refund due to me of $140.43 provided in a timely fashion. If Verizon still feels that the equipment needs to be returned, I would like to have a copy of the agreement that I signed stating that I would return the equipment provided to me. I have previously been told this document does not exist, which seems to only further support my standing.

If this matter is not resolved promptly, I will alert the credit reporting agencies of my dispute as well as file official complaints with the FCC and CPUC. I will then contact my attorney regarding the legality of your charges and your unethical billing practices.

Sincerely,

Scott Chester

CC: City of Murrieta
Verizon FIOS TV Complaints
Community ID CA1656
24601 Jefferson Ave
Murrieta, CA 92562

Busy Quiet Day

Today was kind of interesting at work. It was quiet without Batch & Pyro and it was busy, but not insanely busy. It was quiet enough for me to get through the large stack of bills that I had been putting off entering into the computer, but not quiet enough to the point where I was ever bored. It really was a good balance. I could tell I was tired though long before the second time that I sealed an envelope without putting everything that needed to be in it inside. I seriously thought about going home about 10 o’clock this morning and saying I’d take phone calls from home, but other than was calling it quits for the day. I didn’t, although I did get a little break when I came home to meet the Verizon tech who came to activate my phone line.

We got the phone going great, even though the POTS light isn’t on at the ONT. Maybe POTS indicates POTS service not through FIOS, I don’t know. In any event it works. I couldn’t get my cordless phones to work though. I’d been charging them for almost a week now and yet neither one seemed to have enough current to activate the phone. Even doing something on the screen seemed to draw more current that the batteries could produce. Maybe they will come back with some conditioning. I just decided to pickup a new pack of phones from Costco this afternoon on my way home so that I would actually be ready to use my phone, not that I ever will!

Shortly after getting home this afternoon I decided to try and tackle this sprinkler thing so I could get some grass planted and maybe have a greener yard before the year is up. Soon after I started digging, the neighbor showed up to ask if they had broken the sprinkler when they poured the concrete. I explained that it was possible, but I didn’t know if it was broken before or not. He immediately jumped in and took over and man was it a good thing he did. He was able to do in an hour what would have taken me about six trips to Home Depot and probably a week to complete. He even had all the parts to make it work in his backyard! What a blessing that was. It was nice getting to spend some time working with a neighbor and talking with him and his family who came to hang out as well. We later found another problem which he promptly fixed as well and everything seems to be working great now. I’ll let it run in the morning and then maybe can throw some seed out tomorrow night.

I was talking with them about their concrete and may end up doing something very similar to what they did. They poured about half the backyard. I could see doing the same behind the house, maybe leaving the side yard and the back half open for grass or future. I could see a pool in there eventually, although I’m not sure I’ll want to spend the money to do so myself. Maybe my wife will want it and we will come up with the funds. Maybe if I started renting some rooms I could start on some of these new projects.

I also found out that hey had looked at this house as well. It sounded like they were in escrow on it, but I’m not fully sure if that is correct. I went to FHE tonight and then came home to start taking care of some finances. I think I’ve stayed right about what I was hoping, well, expecting, to spend on the house and the stuff to get going in it. I need to start shuffling money so I can pay the bills and will have to get used to another bill being due monthly. I’m really not looking forward to dealing with all the receipts from all the stuff I’ve bought, but I figure it is only going to get worse! I need to get some form of organization going here, even if it is just organized boxes.

Well, I think I’m off to sleep now. It was a fairly nice day today, by the way. It is even fairly cool outside now (66). I thought about opening the windows, but figured it is probably just easier to run the A/C and deal with the huge bill later. I do enjoy the fresh air though, even with the traffic noise. I may seriously need to investigate one of these whole house fans soon.

I also can’t decide what to make for the missionaries/dinner on Wednesday. I’ve been kind of thinking about that orange chicken Batch and I made two weeks ago or I could see chicken parmesan again. Too many choices!

Windows Mobile Wins

I’ve just been spending way too much time at the office lately. I didn’t leave till 8:30 tonight, went to Sierra’s birthday dinner at BJ’s and then came home to keep working! I guess it’s keeping me out of trouble for the most part. Windows Mobile won. The final nail in the coffin was when Batch sent a message last night and it had the signature line “Sent from my Verizon Wireless Blackberry.” I figured that indicated it was time to be done. There were enough reason to go Windows, we certainly don’t need to be sending out email through Blackberry’s servers so they can tag it up with whatever they want.

Things seem to be working fairly well on that front. I continued to immerse myself in Windows today. When I started having problems with my Windows in Parallels at the office, I decided it was time for a clean install. Unfortunately I couldn’t get my XP iso disc (which I used to install it in the first place) to work, so I grabbed the Vista disk that was sitting in the cabinet and went to town! I actually somewhat like it. Things seem to be going well with it and the two things I use it for I got installed and working: Outlook and Quickbooks.

And on that note, I’m going to bed. Ryan and I are going riding in the morning so I need to get some rest.

Another One Bites the Dust

Well, Sprint made a pretty big mistake this morning. Bouse and I had been talking this weekend about how bad Sprint’s customer service has gotten and this and that. This reminded me to call them and continue to try and work out my bill. They wouldn’t give me what I used to be getting for free, but we worked out a deal where I’m paying about a third what they wanted to charge me. I may look at lowering my plan to end up at the same price, but I will loose some minutes. I used to have a problem with running out of my 2000 minutes, but lately I have barely been using 500 and have been doing nothing but texting. As I continue to spend more and more time in the office and less time on the road I just don’t seem to use the cell phone nearly as much.

Anyway, Sprint called me this morning – or rather their computer called me – to find out how dissatisfied I was with their service. They wanted me to take a three minute survey and kept telling me that I wasn’t going to be charged for the airtime on the call. I called customer service and told them to cancel my account right then and there because I was not going to do any business with a company that called me on my cell phone at their own will. Some nice lady in retention assured me that my number would be removed from all their call lists, but I assured her that I would be more than willing to pay an early termination fee to get rid of my accounts. So, it looks like we’ll be switching the business to Verizon. I may keep my personal sprint phone on a limited plan, but we’ll see how this whole thing works out.

The rest of the day went fairly well. The day flew by at work and while it didn’t feel like I did anything I know I must have. We had a board meeting tonight that just kept dragging on as they always do on useless things. Maybe I should set a time limit per item before we have to move on to keep these things rolling.