GNG News Guy
03-27-2008, 11:30 AM
http://i.dslr.net/urls/75/40775.gif (http://www.dslreports.com/shownews/Tampa-Tribune-Highlights-FiOS-Billing-Problems-93028)
uid://1328522 sends in this Tampa Tribune (http://www2.tbo.com/content/2008/mar/26/customer-troubles-fill-verizons--box/?imw=Y) article that explores Verizon's problems with accurate billing. As we noted last year (http://www.thegng.org/shownews/86464), Verizon is an exceptional technical service marred by some support issues. The company consistently struggles at giving users the correct advertised bundle discount, but excels at recurring phantom charges. Verizon told us software upgrades were supposed to resolve these issues. Apparently not for Tampa Bay area users:Sam Miller came so close to tossing his Verizon cable TV box to the curb outside. After signing up in November for Verizon's $99 a month deal for FiOS cable TV, Internet and phone service, Verizon was still sending him bills for $130 or more. He called to complain each month, but eventually his bill was stacked with $265 in extra fees. One time he called Verizon, "they told me we didn't have an account. I told them they could pick up their stuff at the curb," Miller said.
"When you have people breaking down the door to get your service, some will fall through the cracks," says a Verizon spokesperson in the piece. "Everyone knows that we're doing a great job with the product. We need to do a better job with the customer experience, training our people, educating the customer and a better job of resolving issues." Judging from the comments in the Tribune comment section, they've got their work cut out.
uid://1328522 sends in this Tampa Tribune (http://www2.tbo.com/content/2008/mar/26/customer-troubles-fill-verizons--box/?imw=Y) article that explores Verizon's problems with accurate billing. As we noted last year (http://www.thegng.org/shownews/86464), Verizon is an exceptional technical service marred by some support issues. The company consistently struggles at giving users the correct advertised bundle discount, but excels at recurring phantom charges. Verizon told us software upgrades were supposed to resolve these issues. Apparently not for Tampa Bay area users:Sam Miller came so close to tossing his Verizon cable TV box to the curb outside. After signing up in November for Verizon's $99 a month deal for FiOS cable TV, Internet and phone service, Verizon was still sending him bills for $130 or more. He called to complain each month, but eventually his bill was stacked with $265 in extra fees. One time he called Verizon, "they told me we didn't have an account. I told them they could pick up their stuff at the curb," Miller said.
"When you have people breaking down the door to get your service, some will fall through the cracks," says a Verizon spokesperson in the piece. "Everyone knows that we're doing a great job with the product. We need to do a better job with the customer experience, training our people, educating the customer and a better job of resolving issues." Judging from the comments in the Tribune comment section, they've got their work cut out.