Oh where do I even begin. I have been a loyal customer of Verizon for at least 10 years and it seems to me their customer service has steadily declined over the years. When I got married 3 years ago, my husband and I went to a Verizon retailer to get him a cell phone and have him added to my account. I also got a new phone because I was due for my new every 2 deal. When I got my new phone I was asked if I wanted to donate my old phone to battered women and I had told the man no. I didn't really have a good reason for keeping it, so when the man told me he had left my old phone in the back with the other old cell phones I didn't make a big deal of it. I was kinda like well ok whatever. Granted, it was my fault that I didn't cause a scene to get it back, but I figured it wasn't a huge deal because I wouldn't be using it anymore and it seemed to be for a good cause. Well a month or so later I started getting billed for ringtones I was not purchasing. I called Verizon customer service and they were quite rude because they obviously believed I was just trying to get some free ringtones out of them. The man, in a very condescending voice, says "you mean to tell me you didn't download Morris Brown." I knew it was a bunch of R&B songs, which I do not listen to, so I was like "who the hell is Morris Brown?!" I later found out that was the name of a song rather than a singer. I pretty much got nowhere with this guy. Frustrated but not willing to give up, I called back a day later. I explained about how my old phone was taken and "donated" and was curious if someone could somehow use my old phone and buy things that would then be charged to my account. I talked to several different people, each time having to explain the story over and over again. Everyone I talked to told me it would be impossible for that to happen as my old phone should no longer be linked to my account. I was then told the only way they would credit me for the $33 worth of ringtones was if I took my phone to a Verizon store so that someone could check my phone to see if I did or did not download these ringtones. Very inconvenient, but doable. So I went a Verizon store (not the same one I got the phone from) and let them look at it. After looking through my phone and seeing the type of music of the ringtones I did have on my phone, none of which were the ringtones in question nor even close to that style of music, they agreed to give me a credit. Then I asked them how I could make sure this didn't happen again and they told me I would have to put a block on my account. I was just in disbelief that the only thing I could do was to block myself from downloading things just to keep someone else from downloading things as well. Why should I not be able to use my phone and it's features?? They should have made it a priority to find out how this was happening and put a stop to it!! Their indifference to my problem was infuriating. This was the first time I had ever had any problems with Verizon, so I did put the block on my phone and left it on for several months. I then decided to try to take the block off so I could use my phone and download some ringtones for myself. The same thing happened again. In addition to the ringtones I purchased, there were other ringtones I did not purchase on my monthy statement. So I had to jump through flaming hoops with them all over again. I now keep the block on my phone at all times because it is just a pain in the ass to deal with Verizon Customer service, not to mention I now live in Alaska where there are no Verizon stores, so running down to the nearest store so they can check my phone would be all together impossible. I shouldn't have to take my phone in to their store just so they can inspect it because no one wants to do their job and fix the problem appropriately!!

As I said before, we now live in Alaska and this is due to the fact my husband is military. I was a bit worried about service not being available out here but was assured by a very nice customer service rep. that we should have no problems. And we haven't had any problems with our service out here. The downside to being out here with our Verizon service is there are no Verizon stores out here. We were both due for our new every 2 deal since we got our phones at the same time. We went onto the Verizon website and browsed through the phones and finally decided we would both get the EnV. All was good until a few months after we got the phones my husbands main screen went blank. We called customer service and they agreed to send us a new phone and we would return the damaged one. Did we get any kind of credit for the ringtones we bought for his phone since he only had it 4 months...of course not. It was a little upsetting that we spent money for the ringtones for them to only be used for 4 months because obviously the replacement phone would only have those goofy ringtones that come with the phone. We decided not to buy anymore ringtones for his phone in case there were anymore problems and it's a good thing because the replacement phone was even worse than the one we sent back. The replacement phone kept shutting off for some reason, the battery wouldn't be dead, but the phone would just shut off. Which can NOT happen when your in the military. Your NCO's must be able to get in touch with you at ALL times!!! Again we called customer service to explain the problem. This time the guy was not so nice and seemed convinced we were too retarded to work the cell phone. I finally took the phone from my husband to explain to this very rude man that I have the same exact phone and do not have any problems with it what so ever. The man reluctantly agreed to send us yet another replacement phone. When we got the 2nd replacement phone we still had problems. This 3rd phone worked just fine until we had to charge it. For whatever reason the charger did not make a good connection with the phone and we had to bend the cord just so, often rigging up some way to keep the cord in the desired position. We had found out my husband would be going to Seattle on business. It wasn't as bad as the previous phone so we decided just to put up with it until he went to Seattle so he could take it in to a Verizon store rather than spending all afternoon on the phone with customer service. When he took the phone to the Verizon store they checked it and determined it was in fact a "bad phone" and they got him another phone to replace it. Now on his 4th EnV phone, which is beyond ridiculous, we were hopeful we would not have any more problems. But after having this phone for a few months half of the main screen went out. If you spend your hard earned money on something, is it really so much to ask that it work like it's supposed to?! Since this had been going on for so long I was almost due for my new every 2 again. I can only guess my husbands date got pushed back due to the fact they kept replacing his phone. I had a trip planned to go home and visit so I figured I would just get a new phone while I was there and give him my old phone. I now have a new phone and he now has a phone that works like it's supposed to. However, I feel we were ripped off because his phone never did work properly so we essentially paid for a phone that was nothing but problems. Do they purposely send out defective replacement phones? Surely it was something more than just a string of bad luck. Going through 4 phones that all have problems seems a bit much. I would have thought it was just that style of phone if I didn't have the same exact phone that I had absolutely zero problems with. I will say I did talk with serveral Verizon reps. that were very pleasant and tried their best to help us resolve the issue, unfortunately most of the people we dealt with were very rude and when they got tired of dealing with us they would transfer us around to someone else then we would have to explain things all over again. I think if you are in a field that requires you to deal with customers you should at least pretend to give a damn and do your job to resolve the problem, if you can't at least do that, you should find a new line of work.

I tried to switch for COX high speed 3.0 to Verizon DSL at a much slower rate but for a lot less money. I was going to give them a 30 day trial to compare and see if it was worth saving the money. The day my order arrived I noticed Verizon sent the wrong router. I attempted to call customer service using the phone number that was on the invoice. After talking to 5 different people at Verizon (none of them with people skills) I was told it was a common error and they would send out the new one and I should receive it in about 10 days or so. I asked if there was a faster way to ship it and she stated No! I then asked if there was any compensation for the error on Verizon part and for having to wait again, she stated there was no way to credit me or compensate me. I told her to just cancel my order all together as I did not want to even try this service if the customer service was this bad. I tried to call Verizon back to see if there was anyone else that could give me better service but I was transferred to another line and was on hold for 45 minutes and then hung up. After reading all of these other complaints, I am glad I stayed with COX High-speed for the extra cost. When I call COX they answer the phone immediately and answer all my questions in a curious & professional manner. COX high speed has been very reliable although it is quite pricy if you do not have cable with them.

I have been a customer of verizon wireless for over 8 years. I have one of the original 20 dollar a month with 150 anytime minutes plans with the 'new every two' option. I have renewed every 2 years since 2001. A couple of weeks ago I tried to upgrade to the LG Env Touch since I now have the LG Env, but was instructed on the web site that my plan does not support the phone, which is strange because earlier this year my plan did support the Env Touch. After complaining to Verizon to no avail I tried to upgrade to a different phone, about a week later, and lo and behold my plan does not include 'new every two', Verizon change the original terms of my contract. Phones that I was eligible for just a few days ago are no longer part of my plan. Verizon wireless is trying to pull the rug from under my 20 dollar plan in order to get me to change to one of their higher plans, which start at 39.99, this is corporate greed plain and simple. It does not pay to be to a company because they are not going to be loyal to the customer. Has anyone else experience this or something similar from Verizon?

HA HA HA I got a bill for $3, 300.00 from Verizon. This is supposedly for my daughter using her internet access. Several months ago I asked what this $60 was on my bill and was informed that it was my daughters internet access package. ME: Why is it so expensive? VERIZON: Because u have a corporate package. ME: Huh? THEM: People who own their own business have these services. ME: Why did you sign me up for this one? THEM: IDK ME: Get rid of it! She doesn't need it. Several months later I'm still getting billed in excess of what I should be. Every time I call they tell me my bill is high because of government taxes and late fees thatr compound. So...I complain louder and tell them I want them to itemize this over the phone with me and explain each itemization. They tell me they have still been billing me the $60 dollars. I tell them, "I told your people to shut it off at the store and if you look at her history you will see that she hasn't used it since then". They inform me that they will reimburse me $60 for the last month and FINALLY shut it off. A few days later a kid from Verizon calls to tell me that he has bad news. Verizon is only going to credit me half of the sixty. He explains that because of the TYPE of phone my daughter bought she is obligated to carry a basic internet package which costs $30 per month. I complain that I am a single unemployed mother and cannot afford ANY extras. He tells me it is not negotiable. I tell my daughter she is going to have to give me $30 a month and she might as well start using the internet again seeing as she has to pay for it. THEN I open a bill for $3300.00. I drive to the store to complain. They call customer servcice for me. I am told that they will deduct half the bill and then "kick it upstairs" to see if they can give me a credit for the rest. I give them the number for the new landline I purchased (because no one in my new neighborhood in Bridgewater MA has access to Verizon wireless...there is NO reception...the ad on TV that depicts the army behind you? Crap!). It has now been a week...my phones have all been shut off...and still...NO CALL FROM VERIZON. So, I just called them at noon time. The recording told me that I still owe $3300.00. Seems EVERYTHING they say is a lie. When I finally get through to a live person she tells me that her supervisor will call back within a half an hour. That was an hour and a half ago. Someone just told me to lodge a formal complaint with the government communications agency in Boston. I am thinking of calling Help Me Hank. Does anyone have any other advise?

My wife and I have been customer's with Verizon for many years. We have a joint service account with two separate phones and lines. Very recently and one year into the service contract (2 year contract), my employer offered me a phone for work that I could also use for personal use. The phone was through a different company (the new Palm Pre via Sprint, which is awesom bye the way). Couldn't turn it down. Because I didn't want to get hit with their ridiculous early cancellation fee (up to $175), I decided to give the phone to my son and we would honor the two year contract. I ported my current mobile number to my new phone with Sprint so that all my clients, friends, etc could still get a hold of me. I then went to the local Verizon at Hill Road in Ventura to have them activate a new phone number on the existing phone for my son. I asked several times whether there would be ANY fees and the sales person (Jerry) said no...only a $9.99 month by month charge and any cancellation fee would only apply if my wife cancelled the joint contract account all together. A few days later we recieved a bill in the mail, which included a $140 early cancellation fee. Of course, I went down to the local store on Hill Road and after waiting (they make you take a number) for 45 minutes, explained the situation calmly and they proceeded to give me the run around. I was of course upset and made it clear that I was not happy. The manager asked me to leave the store, so I left. This is the absolute worst company that I have ever dealt with...what happened to "the customer is always right"? If you are smart, you will have done some investigation and read this. Find a company that is customer friendly, even if you have to pay a little more. We will not pay the $140 and could possibly hurt our credit...but oh well - don't reward bad behavior. It's not even the money. It's the fact that they lied and even if they thought it was an honest misunderstanding, they need to work on retaining existing customers and not just signing up new suckers. By the way, if any of you idiots at Verizon want to take a postive step in the right direction, my cell phone (with Sprint) is 805-218-8996.