Verizon Fios SENT TO COLLECTIONS OVER A ROUTER THAT WAS PICKED UP BY THEIR EMPLOYEE Virginia Beach Virginia
We had the Verizon Fios service up until July 2008 which included cable,phone and internet. We cancelled the service and paid the cancellation fee. On 7/7/08, one of Verizon's employees came to pick up all of the equipment.
In August, we received a bill for $104.99 stating that we still owed for a digital router. Simple oversight we thought since we had the documentation showing that the router (model# CSJC725000883) was picked up by Verizon employee# V323951. Verizon CSR on the phone said that it would be credited. On 9/26/08 we received a notice from North Shore Agency, Inc (collection agency) stating that we owed $104.99 to Verizon. On a trip to Greensboro, NC, I sat on hold for one hour and twenty minutes until I reached someone with North Shore Agency,Inc. I explained the situation and I was then instructed to fax the documentation of the equipment being picked up. They would forward it to Verizon and the claim would be credited. The copy was faxed the same day.
On 11/5/08, we received a notice from another collection agency (Collection Company of America). These people were much better at customer service since, unlike Verizon or North Shore, they do not keep you on hold for thirty minutes to over an hour. I was instructed to send them via US mail a copy of the documentation showing that the equipment was picked up and a letter explaining the events that transpired up to that point. We sent them the documentation along with the letter of explanation to them and carbon copied Verizon.
On 2/4/09, after applying for a home loan in Texas, I was told that my credit score was 668. I explained that there must be a mistake because my credit score was always in the mid 700s. The loan officer notified me that Verizon had reported me for the $104.99 in December. You can probably feel the rage that is welling up inside at this point.
I decided to call Verizon immediately. After waiting in hold for 43 minutes, I was transferred to the financial services department so I thought. I was rolled right back to the same automated prompt only to sit on hold for another 30 minutes. This CSR told me that I will have to contact another department at another number during WORKING HOURS. If I do not get a satisfactory response tomorrow then I will be contacting a lawyer to see what my options are. I have never defaulted on a loan or payment in my life. And another thing: If Verizon was the last communications company left on this earth, I would be reverting to smoke signals and telegrams.
Aaron
Houston, Texas
U.S.A.
1 Updates & Rebuttals
Aaron
Houston,Texas,
U.S.A.
Verizon Fios finally gets done what should have been done months ago...
#2Author of original report
Sun, May 24, 2009
I want to update my report. Two days after filing this report, I did sit on hold for another 50 minutes, went through 4 different people at 4 different departments and got to the person that I needed to speak with. This person was in the "credit reporting" department. She had to get another department to issue the credit, which was suppose to be done by the person that I spoke with before her. After sitting on hold for another 15 minutes, she came back and informed me that she has sent an update to the credit reporting agencies stating that it was mistake on Verizon's part. She told me that she would send a copy of the letter sent to the agencies to me (never received it as of 5/24/09). I was very agitated but tried to be polite with her. If she were to accomplish the fix, I would consider her a genious by Verizon standards. After 45 days, applying for a loan again, my credit was restored and the Verizon issue was not on my credit report. Even after being resolved, I will never use Verizon again for anything. I figure that I have wasted many hours of my life over 5 months trying to resolve this. Had I known from the beginning, I would have paid the $104.99 and been done with it even though I did not owe it.