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Action: After much back and forth, Verizon billing issues resolved

After much back and forth, Verizon billing issues resolved

Q: On Aug. 20, I ordered new phone and DSL service from Verizon for my condo in Sun City Center.

At the time, I agreed with the representative to unlimited local and long-distance service, no installation fees, free DSL service for six months and then service at a rate of $24.99 per month and a bundled monthly cost of $48, which included taxes, fees, Internet security and voice mail service.

When I received my first bill for $72.22, I called to explain the billing was incorrect. After some time on the phone, the representative said it was fixed and told me I should go ahead and pay the bill and I'd receive an adjustment on one of the next two bills.

When I received the second bill, once again it was incorrect. I called and explained to "Steve," who seemed to understand, but he kept apologizing for being so slow with the computer process.

I became discouraged after spending so much time on this and finally asked Steve if he could just fix it and then get back to me by voice mail, as I was leaving town. He agreed. He also recommended I pay the bill and wait for a credit to be applied, but since the problem was not yet fixed, I declined.

I never heard from Steve, but when I got the next bill not only was nothing corrected, now I was being charged for local calls! I was also now having problems with DSL service.

Subsequently, I have talked repeatedly to Verizon representatives and still no solution. I learned from my most recent conversation that the original salesperson I dealt with sold me an invalid package that cannot be duplicated now. However, that's not my fault.

I'm finished trying to solve the problem by telephone. I'm finished believing anyone at Verizon can look at the situation as a whole, rather than piecemeal, and correct the errors.

M. Lee Pflueger

A: Debby Kampert, manager of state government relations for Verizon, said customer advocacy representative Evan Taylor contacted you personally to discuss your original service agreement and changes that were made after installation.

Your service order was originally written for a Verizon Double Freedom bundle. However, when the service representative was completing the order, there were errors made that caused the bundled discounts to be removed.

It was a matter of human error, Kampert said.

The final resolution calls for you to pay $53.75 per month for the 98 days of service for a total of $175.60, Kampert said. Satisfaction was reported by all.

Beware of scammers posing as courthouse employees

Florida Agriculture and Consumer Services Commissioner Charles H. Bronson asks consumers to be alert to a new identity theft scam.

Posing as courthouse workers, callers claim that the person being called has failed to report for jury duty. Then they ask for a Social Security number to verify identity.

Court workers don't call on the phone to inform you that you've missed a jury duty summons.

Action: After much back and forth, Verizon billing issues resolved 01/31/09 [Last modified: Saturday, January 31, 2009 3:31am]
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