Verizon Corporate Office & Headquarters

January 15, 2011 To Whom It May Concern: I am a 60 yr old female with Multiple Sclerosis. I have been living at the below address since 1998 and have been having trouble with Verizon’s phone service almost as long as I have been living here. I am a faithful customer and pay my bills on time every month. I don’t feel as though Verizon cares about their faithful and loyal customers. The problem is the entire cable that provides my phone service is bad and needs to be replaced. This has been confirmed time after time by the outside technicians called out to repair my problem. Here’s the scenario, I call Verizon to correct problems when they occur, they send out an inside technician who doesn’t have a clue as to what is going on. I then have to tell them all the problems I have been having over the years. They in turn go to the little gray box that’s in the basement to test the phone line after I tell them I tested it all ready and the problem is not in the inside wiring. I know they have to still test the box, but they would not have to if they knew from the previous tech that the problem is not in the inside. Each technician tells me something different that I don’t know what to believe. Verizon installed a new terminal box in the back ally about 8 yrs ago and never connected anyone to it. The old terminal box is just that OLD and needs to be removed and the newer box needs to be connected. I understand FIOS will be coming to this area and I think they do not what to have anyone connected to the newer box so they can force us to get FIOS. Suppose I don’t want FIOS? Will I still have to go through these problems with the cables? I have gone to the PUC and filed a Presidential Complaint with Verizon in the past and the problem still exists. I am constantly inconvienced waiting for them to come because they cannot give me an exact time they are coming. I have to use my cell phone while they are wasting my time with temporary band aids to fix the problem .Who is going to compensate me for the cell phone minutes? I never go over my minutes because I don’t use my cell phone unnecessarily. I need my phone service because I have MS and fall a lot. I have phones in just about every room in the house so that I can get to the phone easily. I also have a brother that is disabled living with me that requires his doctors to be able to get in contact with him. My service has been interrupted too many times and I’m fed up. I think I’ve been patient long enough. My patience has run out. I can be reached hopefully on my home #215-455-45123 or cell 215-817-005. I am home most days and would like some type of feedback ASAP. I give you permission to access my records so that we can rectify this ongoing problem. I am seriously considering going to another phone company. If this problem is not resolved in a timely matter and resolved permanently. Sincerely, Lois Butler 1344 W. Lycoming Street Philadelphia, Pa 19140

I went online last week to order the new bundle package for Fios. When the contractor came out to install everything, he said that he only had an order for the internet and the phone. I immediately called customer support who told me that they couldn't get the guy back out until three days later. I waited until 5:00 for someone to show and no one came. I called customer support again and spoke to a Lavonda Edwards and she said that the soonest they could get someone out would be in two more days. I asked to be put on standby just in case someone cancelled the next day. The next morning I am woke up by someone who said that they were looking into moving up my scheduled connection date from the 24th to the 20th...ten days from the time I was originally scheduled to get my services connected. If this is the way you handle your business Verizon, you won't be in business for long. I am going to contact all of the people I know and tell them not to use Verizon.

Have been contacting Verizon for over 4 months to get someone scheduled to give me an estimate on burying a phone line (just the land line, nothing else) to my new home. I have been lied to, disconnected, put on hold forever, transferred to other departments that have nothing to do with my request and given bogus numbers to call. I have requested work order numbers so I can follow up and have been told "no", I've asked for the representative's name and been told "no". Bottom line, I have given up and will not be running a land line to my house. I'll stick with my cell phone. Verizon land line service is worse than a joke, it's very discouraging to talk to people who obviously don't give a rat's you-know-what about customer service and new business.

I have been fighting with Verizon for the past four months over charges the appeared on my bill. Customer for past 2 1/2 years for home phone and internet, signed up for $99 Freedom package; includes phone, internet and cable (through Direct TV). August received bill charge of $1,473.48 and adjustments for $1,013.28, called Verizon immediately spoke with repre that stated computer problem, will turn in into claims department will take 90 days to correct. Three months I called back in to see if problem was corrected, told at that time that Verizon during an audit realized that I have never been charged for internet in 2 1/2 years and that was the total I owed. But my bill for the Freedom package was much higher than $99.00 (which included taxes and fees). After hours of my time on the phone trying to correct this problem and no resolution Verizon disconnected my service as of yesterday. Even one call when I asked for a supervisor, the supervisor go onto the line and stated that there was a problem with the phone connection and that I would have to call back and then HUNG up on me. EVERYONE BE AWARE OF THE THE $99 SCAM!!! Contacting BBB, attorney general and FCC today...this to me is consumer fraud.

I am tired of Verizon. I signed a new contract with them in December for a set price and my first bill was wrong. I called their CS and the rep who did not do any research in to the problem, told me there was nothing they could do. I have all the work orders but she would not take them. Time for another company. They are incompetent and arrogant. They need competition.

I am a 100% Disabled Viet Nam Veteran whose only income is disability compensation and Social Security benefits. I recently moved from renting a room to renting my own apartment. I kept the same home phone number and since I have Verizon cell phone service I signed up to have the internet, phone and TV Fios service at my new place. Verizon charged me having phone service at my old address and the new one, at the same time. I called them, they admitted the mistake and said that they would send me a credit for $145.50. Three Verizon reps, including a supervisor told me I would have my check in ten days at the most. It's been almost a week...I called to see if the refund had been mailed and it wasn't. I was then told that it would take sixty days before I got my money...at this point,I'm considering contacting my actor friends, and getting my last room mate's camera crew and going public about the run around and Verizon's super poor customer service. I have the names of everyone I've talked to...what I was told and the dates in question... we Viet Nam Vets deserve better and the general public does too. This is one battle we are not going to lose...trust me.

I have an issue with the new FIOS contract that I signed. Verizon lied about the service that I was getting for the money and now I can not get the billing corrected. They are over charging me and have stated there is nothing they can do. To end the BRAND NEW contract, I have to pay over 300 dollars. The rep. know he was lying. The company is a fraud. I will be making further complaints.

I am finally in a position to not waste one more second of my life with Verizon, I have a small closing statement refund check I will not be able to cash because of their ongoing incompetence and poor service across the board. It is worth not getting the money for peace of mind and having real service elsewhere or for that matter anywhere else besides them. I dropped them as my residential phone provider in the late 80s and now I get to drop them as my business provider and I will never make the mistake again of signing with them for ANYTHING. I could do about 3 pages of what I dealt with but quite frankly it would be a waste of time they have sucked for decades now and I do not see there business plan changing to benefit the user in this lifetime...GOOD BYE

My mother's landline phone has been inoperable for a couple days now, and was told yesterday that a technician can't get out to her residence until the 26th of this month. That's close to a month! That is totally unacceptable! My mother has numerous major health issues herself and in addition to that, her mother (who's 95) is currently in the hospital. My mother is scared to death that if she needs help in the night, she has no way of contacting anyone and if something happens to her mother, she has no way of being notified. I have spent probably close to four hours on the phone trying to get this resolved between last night and this morning. Every person I talk to with Verizon sends me to someone else....which means being on hold for at least an hour. Believe me, if I lived in the same state as my mother, I'd have her move in with me until her phone is back up and running for her safety. If I don't get some form of resolution on this, believe me, I will take it to the media. All I've been told is the technicians are so booked.....well if that's the case, why not hire more technicians? Is it worth having someone possibly lose their life because they can't call 911 for help? Thanks in advance for any assistance. Kathy (678) 898-4757 or dollfen@comcast.net

VERIZON - VERY POOR AND DISSAPPOINTING CUSTOMER CARE. I have been trying to get my bill straight since OCT 2010, I thought I was doing the right move from ATT to VERIZON, boy was I wrong. I have contacted numerous employees thru the Customer Care, all who say they will fix the problem and none that do, I even had Marcia, ID Z166390 out of Florida laugh and patronize me tonight after trying to get my bill straight again. I am also a stock holder in Verizon and I have read several of the blog entries above and all I can say is that maybe it is time to start looking at a CLASS ACTION LAWSUIT against verizon for their lack of holding up their end of the contract to provide timely customer care. Also have any of you read the Verizon Company Code of Conduct - Ethics, specifically 4.1.3 about Selling with Integrity? You can download it from their homepage. More to follow.

I Have a Verizon Value Plan for $ 30. Internet $ 29.99 minus$ 5. A total cost of $ 54.99 no call waiting or caller I.D. On the Internet the cost is $ 49.99 ( Tier 1 ) Also I want to get ( Tier 2 ) for $ 44.99 Inc. call waiting and caller i.d. On the chat line this is for new customers only.The only way i can get this package if I cancel my Verizon, and re-order as a new customer and i can get this deal???? What A ripp off. HELP

This verizonservice is rediculious the billing process is bad and the customer srevice is the worse I've ever seen one of the supervisors hung up on me and wouldn't even give me his name do not oreder the service they'll ripe u off

i was being charged for early termantion when i still had service with these idiots. i call for 6 months for this problem. i kepted getting passed around telling my story over and over again. i finally terminated service and i am not going to pay any fee. now i am getting a bill from collection agency. when i have been making payments on my balance. verizon needs to understand that customer service is part of your product as well. i have been a verizon wireless customer for 12yrs and i going to stop that business also.

I cant even believe how difficult it is to reach &how difficult it is to send a msg to Mr Eisenberg or Lisa Bennett, re a unresolced problem -simple- in the real world - but unsolvable by rank & file supervisors @ Verison locations. Dr audie 906 250 0825 LL702 457 3838

I spoke to 9 different people in the customer service department...most say they are supervisors. I had 8 different stories and two of them even suggested that I pay $60 to clear up a balance. Here is the problem...The balance was actually a credit given to me. Today, I was told it would take 60 days to show up (Issued on Dec 23rd, 2010...will show up Feb. 17th - 2010). Also - I was told that I could pay the $60 now (pay for my own credit) or go to a corporate store and and spend $200 for a phone...which I could get for free at the franchise dealer if the $60 credit didn't show up as a balance due. Are you serious? Has Verizon really sunk this low in customer service and the ability to solve a problem? Let's see...Ryan, Nathaniel, Jessica, Theresa, Destiny, Naomi, and a few others...NONE can fix a problem...and they are all customer service and supervisors! The worst part...they refused to give me the corporate phone number so I could speak to someone will just a little bit of basic accounting.

I was to have FIOS installed on Tuesday, Dec. 28, 2010. Due to severe weather problems it was cancelled. Apparently Verizon notified Time Warner as if they installed FIOS and took my landline. It is now Dec. 31, no phone, was on my cell phones for 3 hours (way over minutes) trying to get it back. If there is an emergency and the cell phones breaks I will hold Verizon responsible. My next step is support from TV and I will attain a lawyer. The cancelled port request was issued to Time Warner and they still have not received confirmation. Please advise.

Verizon's cell phone service is excellent - great coverage area - few dropped calls BUT, heaven help you if you need service. I spent over 3.5 hours on the phone trying to resolve a simple issue. I spoke with 5 different people, got 4 different answers, and only got the issue resolved after speaking with a supervisor. She was a nice lady and very efficient but it is obvious the training for the call center people is way under par. I felt like I was talking to "Peggy". One other issue, My first call to them was on Monday morning. They said that was their busiest time of the week and it is better to call later in the week. After trying for over an hour to get the issued resolved, I gave up and called back on Thursday afternoon only to hear, "we are experiencing a high volume of calls." This translates to - we are understaffed, under-trained and don't really care about your problem.

they are the worst people ever... it seems they dont care about our business.... Thye hanged up on me 6 times!! i was never able to speak to a manager. They are so rude and inconsiderate. I cancelled the service becasue of this experience. terrible aweful i cant exlain how bad they are

I AM DISMAYED BY ALL OF THE NEGATIVE COMMENTS ABOUT VERIZON. WE TOO HAVE FOUND THAT REACHING SOMEONE IN VERIZON TO GET INFORMATION IS EXTREMELY FRUSTRATING. WE TRIED DAY AFTER DAY TO CANCEL OUR INTERNET SERVICE BECAUSE WE COULD NOT ACCESS IT. WE FINALLY HAD SUCCESS ON DEC.9,2010. WE WANT TO KEEP OUR PHONE SERVICE WITH VERIZON BUT NEED TO HAVE MUCH,MUCH BETTER COMMUNICATION WITH VERIZON PERSONNEL. PLEASE DO MAKE YOUR CONTACTS BY TELEPHONE MORE EXPEDIENT AND FRIENDLY. WE NEED TO KNOW OVERSEAS CALLING RATES. PLEASE SEND US THAT INFORMATION ALONG WITH A PHONE NUMBER THAT ALLOWS US TO TALK TO CUSTOMER SERVICES IN A REASONABLE AMOUNT OF TIME. THIS REVIEW WILL BE SENT TO VERIZON H.Q.

This is an E-mail that I sent to Verizon and pretty much recieved everything back in the response that I complained about to begin with. My letter is the second and the first is verizons response. Please help corporate!!!!!!!!! Dear Peter Walker, Thank you for contacting Verizon Wireless via our website, my name is Jecory. I am sorry to hear that you are experiencing issues with your equipment, and I will be happy to address your recent customer service experience. Please accept our apologies for the delayed response. On behalf of Verizon Wireless, please accept my apology for your dissatisfaction with your recent customer service experience. I am disappointed the service you received did not reflect Verizon Wireless' total commitment to quality for our customers. All equipment purchased from Verizon Wireless is covered by a 12 month manufacturer's warranty. Within the first 12 months, if any issues arise that are caused by a manufacturer's defect, Verizon Wireless will replace your equipment free of charge. The device you receive will be a Certified Like-New Replacement of the same make/model you currently have. You will not receive a different device under the manufacturer's warranty. At this time, we are unable to send you a different device as a replacement. I am pleased to inform you that you are currently eligible to purchase new equipment at a discounted price. If you wish to get a different device, you now have the opportunity to do so with your Annual Upgrade. Once your account is current, you will have the ability to upgrade your equipment. To view your promotional pricing and to process your order, please sign on to My Verizon using your Account Owner Number and click on the "Upgrade Device" button located under the “I Want To…” section in the middle of the page. At this time, you have an outstanding balance of $111.65, which was due on 12/16/10. Verizon Wireless now accepts payment notifications through our automated system. By dialing #PMT or #768 and send from your handset you can notify us that your payment has already been sent, or schedule a payment by check. Please listen carefully to all of the available options and select the one that best suits your needs. There is no fee, and the call is toll and airtime free. A late fee of $5 or 1.5% of the balance, whichever is greater, would be applied to the account because the previous balance was not received before the due date. If for any reason your service is interrupted for non-payment, you will be billed a reconnection fee of $15.00 per mobile number once service is restored. I make it my personal goal to address all of your wireless concerns. I hope I have done that for you today by providing you with feedback on your recent customer service experiences, replacement options currently available to you, as well as steps to notify Verizon Wireless of a late payment. We appreciate your business and thank you for choosing Verizon Wireless. Sincerely, Jecory Verizon Wireless Customer Service If you have received this e-mail in error or are not the intended recipient, please notify us immediately by replying to this e-mail and deleting it and all copies and backups thereof. If you are the intended recipient and are a Verizon Wireless customer, this response is subject to the terms of your Customer Agreement. -----Original Message----- From: pete_mb@yahoo.com Sent: Tue Dec 21 09:56:14 EST 2010 To: vzwkanaCustServiceSE@GL.Verizonwireless.com Cc: Subject: Worry Free Guarantee Form Message MAIL_ADDRESS: pete_mb@yahoo.com Market ID: Tennessee Zip Code: 29020 First Name: Peter Last Name: Walker Full Name: Peter Walker Email Address: pete_mb@yahoo.com Daytime Phone Area Code: 803 Daytime Phone Prefix: 729 Daytime Phone Suffix: 0281 Daytime Phone Extension: Fax Area Code: Fax Prefix: Fax Suffix: Account Number: Mobile Area Code: 803 Mobile Prefix: 729 Mobile Suffix: 0281 SSN: v Primary Subject: Corporate Information Secondary Subject: Worry Free Guarantee Message Body: I have recently had horrible experience with Verizon and am still curently still having this experience. I have been a customer for almost two years and in the past six months received the worst customer service ever!! I am on my sixth phone in the past seven months and the current one that i have is broken also. I have been sent refurbished phone after refurbished phone. The amount of shipping cost alone on your behalf could have paid for a new phone and less problems for you and I both. All the customer service reps who answer the phone want to do is upgrade me, which I cant afford right now, and send me rebuilt phones. They have no understanding of the trouble that having a phone go out on me every month creates. It seems taht they have the fear of God in them from mgmt. that there's no way that it's possible to resolve this problem. Truley Disappointed!!!! Peter Walker Please Do something about this Verizon Corporate!!!!!