Verizon Customer Service Issues

Both of our TVs with cable have pixilation issues, with bars across the screen, dropped words, and sound problems. We've spent a total of 10 hours since Thursday waiting on the phone, going through the automated troubleshooting steps multiple times. Despite receiving new cable boxes and following all instructions, the problem persists. We are seeking assistance from a live customer service representative rather than the automated system. Your timely help to resolve this issue would be greatly appreciated. Thank you.

On February 27, we upgraded our existing Hum service but have faced numerous service issues until July 14, [redacted]. When I spoke to a customer service representative named Jen, she assured me that our service would be canceled and we would receive a credit of over $[redacted]. However, in June, we were still charged for Hum despite the assurance. The July bill reflected a credit of $5.60 and new charges of $[redacted]. Unfortunately, the local Verizon Corporate store was closed on March 15, and other stores could not assist us. I am willing to settle the bill once the erroneous $[redacted] charge is removed. The service change fee for a non-functional service is exorbitant. I have the Hum device ready to return, but I was not provided with a return address when I canceled. Jen advised against sending it back. I believe we owe a total of $[redacted].41.

My phone purchase has been a disastrous experience. I received three different order numbers and the price increased each time, significantly. Despite promises to fix it, the chat always disconnects before a solution is reached. Additionally, the autopay feature changed my due date to one that causes frequent late payments, and they refuse to change it back. Lastly, the plan that was supposed to be $35 for unlimited talk and text for four lines has mysteriously increased to $60. I feel deeply disappointed by the way Verizon has handled my concerns after being a loyal customer for over 30 years. Nobody seems to listen without interrupting me during our conversations. Thank you, N. C. [redacted] [redacted]

I need a supervisor to review my Verizon account. The chat support mentioned my account is in collection status and disconnected our chat. Earlier today, when I spoke to someone, they said my account had past due balances from the last few months. Since I received my new LG Thin Q V50 in October and November, there have been consistent incorrect charges. I have had to call each month to have the bill and charges corrected. An agent at [redacted] stated there is still an early termination fee for my tablet. This fee was wrongly applied and was previously reviewed by Supervisor Ray in North Carolina. I refuse to discuss or pay the invalid termination fee. Despite Financial Services claiming I didn't pay in full, I always paid the correct amount after adjustments were made. It seems the Financial Services team doesn't read the account notes. I expect the deferred payment of about $18 to be included in my current bill, which is all I will pay. If this continues monthly, I will stop paying altogether. The billing issues need to be sorted out promptly.

I signed a contract with two remaining payments on my phone before I bought an iPhone 11. Unfortunately, the phone got lost, so I followed FedEx's advice to cancel the order. After that, I placed a new order and experienced a delay. Upon complaining, your company informed me that the second phone was not processed correctly, leading me to cancel the order. Consequently, my phone bill ended up higher than expected. I request a resolution to adjust my bill correctly with all the applicable discounts, including the 55+ discount. Considering the inconvenience caused, I believe I should receive additional credit. I am disappointed with the online chat service's quality and prefer not to use it. Please adjust my payments promptly before I escalate this matter to my bank. As a long-time loyal customer since the Alltel days, I expect better service. My monthly bill should not amount to $[redacted]+. Kindly provide an update soon. Thank you.

I am having trouble reaching Verizon. I tried using the Digital Assistant, but when they called back, my call filter blocked the call. I am feeling frustrated. I ordered a Galaxy Watch, and FedEx was supposed to deliver it since Friday. I needed to sign for it, so I stayed home on Friday and Monday, but it never arrived. Today is my son's birthday, so we ended up buying the watch at Best Buy to make sure he gets it on time. I don't have much hope of receiving the watch from FedEx, as there seem to be many issues with deliveries in Braselton, GA. I have already filed a claim with FedEx, but I cannot keep waiting at home for the package. If the watch eventually shows up, I will have to return it to Verizon. It is a significant amount of money, and I will not pay for something I do not have.

As a long-standing Fios customer, my wife and I, ages 87 and 82, respectively, were surprised to find an unauthorized on-demand purchase on our latest bill. I have VCR recording service on one of our three cable boxes, which I manage from my room. Despite my efforts in the chat room, I was unable to resolve the issue. The unexpected charge is a significant amount for us, considering our fixed income from Social Security. I am familiar with verifying purchases, much like retailers can do, and I would like to see proof of this transaction before it is removed from our bill. I've dealt with similar situations with Verizon mobile before by paying off any disputed charges and switching providers, so I am willing to do the same with our Verizon cable account if necessary. Please respond to [redacted] regarding my cable account, number [redacted]-[redacted]-03. Thank you, Rod H.

I have written multiple times and waited nearly four hours for a call back. I need assistance setting up my new iPad on Verizon and transferring all its data, including my phone data. I am unsure about the prompts and fear losing six to eight years of work. A four-hour delay in responding is unacceptable. I request a confirmed appointment for tomorrow as promised. The initial estimate of a 20-minute wait turned into almost four hours, leaving me extremely disappointed in Verizon's customer service. I need human help urgently. I hope it's not too much to ask for a phone appointment tomorrow to address this issue promptly.

Good morning, I am Joseph H. and I was a customer of yours approximately 3 to 4 years ago. I purchased a Google Pixel phone for myself and my then-wife, Amber B. I was responsible for maintaining payments, ensuring they were made promptly, and often ahead of billing cycles. Recently, I received a bill that seemed unusually high. After multiple attempts to seek clarification from your customer service, it came to light that Amber B. had added another line and a Pixel 2 phone to our account without my consent. During this time, I also faced a health crisis with a MRSA infection that required four surgeries to save my hand. Eventually, due to her actions, I lost my home, possessions, and funds. This led to significant hardships including homelessness. After three years of physical and emotional recovery, I believe it is time to address this unresolved matter. Currently residing in Florida due to the COVID-19 situation, I kindly request your assistance in resolving this issue. Any support in investigating this issue would be greatly appreciated. Thank you for your time and consideration. Joseph H. Email: [redacted]

I am Virginia A Mulberger, the Executor of Brent Scowcroft's estate with FIOS account [redacted]-[redacted]-44 at [redacted] Wynnwood Rd., Bethesda, MD, [redacted]. I removed the account from autopay and paid the $[redacted].40 bill by phone. I am unable to access the account online as I do not have the 4-digit telephone access number. I wish to receive paperless bills via email at [redacted] and continue FIOS service at this address. Contact me at [redacted] or [redacted] to confirm account details.

Hello, I recently purchased a new phone from Russell Cellular store in Monroe, LA on November 19, [redacted]. The store informed me that the phone, a Samsung Galaxy A50, had been returned by someone and could be mine for $[redacted]. Right before Hurricane Laura hit, a Verizon representative suggested I replace this phone. I have since received the replacement phone but I'm unable to contact Verizon from my new location in rural northeast Louisiana. I am seeking advice on switching my current contract to AT&T which provides better coverage in my area. Being disabled, it is crucial for me to have reliable service to reach out for assistance. Kindly reach out to me via email at [redacted]. Thank you, Carolyn B.

I recently ordered new checks online, but the company failed to include the last two digits of my account number. This caused issues with Bank of America and my health insurance company as they couldn't verify my account. Subsequently, when I sent a check to Verizon on October 30th, they claimed it was not valid due to previous returned payments, even though the check was from the new batch I ordered from Bank of America. I've always been prompt with payments and have been a loyal Verizon customer for over a decade. The fact that I received an unsigned form letter from Verizon requesting payment by Money Order or Cashier's check due to missing account numbers on previous checks is upsetting and demonstrates poor customer service.

I recently purchased a new iPhone 12 mainly for the upgraded camera feature, not specifically for the 5G capability. However, I've been experiencing phone service issues for the past 5 days, rendering my phone unusable. Despite multiple visits to my local Verizon store and enduring long wait times, they have been unable to resolve the problem. Each day brings a new excuse, and even escalating the matter to higher levels has been unsuccessful. As an older individual with a 77-year-old brother who is unwell, it is vital for me to have a functioning phone to stay connected. I've been a loyal Verizon customer for over two decades but am now considering switching to another provider like AT&T out of frustration. I urgently need this matter resolved today as the situation is becoming unbearable.

I recently went to Walmart to replace my broken Straight Talk phone. I specifically requested a Straight Talk phone with no contract. Unfortunately, an employee mistakenly set me up with a Verizon plan instead. After receiving bills from Verizon, I returned to Walmart and spoke with the Manager, who helped me contact Verizon to rectify the error. However, I have now received another bill from Verizon. I am unsure how to resolve this ongoing issue.

I have two issues with my bill. First, I'm no longer getting a paper bill by mail despite not signing up for paperless billing. I receive a text notification of the bill, but I can't reply via my cell phone. Secondly, due to the paper bill issue, I paid with my credit card over the phone a few days ago. Now, I received a text saying they couldn't charge my card and that I should log in online. However, my internet connection doesn't allow me to log in, and when I try with my correct username or number, I'm told I am "UNKNOWN." I'm frustrated with Verizon and the lack of ability to speak with a person for help.

I need help finding my missing Fitbit. As an AT&T customer living across town, I visited the Verizon Store to transfer data to my iPhone. The staff assured me it wouldn't be a problem. After leaving it with them and returning, my Fitbit was nowhere to be found. The manager mentioned someone took it unintentionally and couldn't locate it. They handed me an empty box instead. I'm puzzled about where my blue i10 Fitbit disappeared to. I am considering reaching out to WBTV for assistance in resolving this matter and may contact the Better Business Bureau if needed.

I'm having trouble getting cell service at home. I've spent over 5 hours on the phone with Verizon, but when they call back, no one responds when I answer. I've had the service for two months, paid the $[redacted] activation fee, and two monthly payments of $65, but I can't use the phone at all. I'm frustrated because I can't get any help, either in person or over the phone. Can someone please assist me with this issue?

I ordered home internet on 11/20 with a scheduled activation date of 11/25. After receiving an email notifying me of a delay until 11/27, the service was still not activated. Subsequently, on December 1st, I was advised my service was ready. Despite plugging the phone into the landline jack for account setup, there was no dial tone. I attempted troubleshooting, including checking the NID box outside, which also lacked a dial tone. It appears a new box may be required as I suspect the current one was not properly installed.

I've had trouble with my Verizon landline twice in the last billing cycle. Each time, a technician had to come to fix an issue with the outside line. My old copper lines are affected by strong winds or rain, causing problems with incoming calls, outgoing calls, and static on the line. My bill for $64.95, due on December 10, should reflect a credit for the two periods when my service was compromised.

Hello, I recently noticed that an incorrect late fee of $5 was applied to my account. Unfortunately, I believe this fee was charged after my account was closed, as I cannot access my previous bills to verify. The late fee has now been sent to collections, and despite my attempts to contact customer service via phone and in person at a store, I have been unable to resolve the issue. Could you please waive this late fee and ensure it does not impact my credit score? Thank you, Marvella