So you think you will be able to easily cancel Verizon DSL services...

THANK YOU. Had same experience...NEVER SAY CANCEL TO VERIZON. DON'T
EVEN THINK OF TRYING ON-LINE OR E-MAIL UNLESS YOU HAVE HOURS TO
WASTE!!!

I do not know where to start. I called and spoke to a sales person
about Fios Service, somewhere around 2/29 - 3/2. , after speaking I
signed up for Fios to be installed on 03/22. For computer access only.
I got an order confirmation letter , stating my phone service would
be changed as well. We have 2 lines. 1 for the phone, the other was
used for a dial up on webtv, which is now MSNTV, the sales person
never said anything about my phones changing to fiber as well. I
know you cannot dial up on a fiber line, so I called back and spoke to
someone again, and told the info above. that I did not want to change
my 2nd line., after they told me I could not have both, I said, well I
want to cancel the Fios Order and keep my DSL, the retention person :
Mr Longly was to have taken care of that cancellation, and he did. He
is to be sending me a new modem to fix this crappy DSL that I have put
up with for the past 3 years. Also MSN comes free with my Verizon,
and from the beginning we have been billed separately by MSN $21.95
for the past 3 years, because Verizon/MSN could not get the account
linked. Long story short that was cared for on Saturday as well ,
with MSN. Everything was fine, I was going to give DSL another shot
, with the new modem that Mr Longley was to have sent to me. This
morning , Monday at 6 am. I log onto my computer and go to check my
Verizon mail, and it tells me my account has been suspended , to call
tech support. I spent 52 mins on the phone 42 of that was on hold,
and not actually speaking. I spoke to Jack , ID #962578. He told
me he showed that the FIOS order had been completed and the DSL
suspended. I show the FIOS order was cancelled as asked on
03/14/2008. , I can connect to the internet obviously, I am sending
you this message. But I do not have access to my Verizon mail.
hmmm.. I expect not to be charged for either DSL or FIOS, And at
this point am considering removing Verizon from my home all together.
I cannot tell you my frustration of the amount of time I have spent
on the phone with verizon since my call on Friday 03/14. I spent 2
hours on friday, 1.5 hours on Saturday, then told to call MSN, where
I spent another 2 hours on the phone, and then told again to call
Verizon, spent at least another 45 mins. Does anyone at either
company know what you are doing ?
Apparently not. I was able to access my email up until 11:30 last
night 03/16/2008. And now I cannot.

Since I cannot access my verizon mail, then I assume all accounts are
cancelled, and if I receive any kind of billing for any changes to my
account, I will be filing a complaint and as stated previously, will
be looking for another source for telephone service as well. I work
in telecommunications myself, and I can see why so many of our
customers are changing from verizon for their business needs, as if
this is how they are cared for when it comes to residential. I want
to know what Verizon is going to do , to fix this mess, and compensate
me for the time I have spent trying to get this resolved. Obviously
I am going to have to wait till business hours to call again, Hmmm
How much more time will this take to get resolved. I want to talk to
a live AMERICAN person. Someone who can answer questions without
putting me on forever hold. Just to come back with some other
comment or resolution that has nothing to do with the question that I
asked. Or that problem that is the reason for the call.
UNBELIEVABLE !!!!! I as googling the tech support number this
morning.. And all the horror stories about verizon DSL and Tech
support .. I guess there are alot of unhappy Verizon people out
there... I can certainly see why.
Well I finally got thru, and was told that both the FIOS order and my
DSL was set to cancel because of the FIOS order.. I said HELLO.. you
just told me you show The FIOS was cancelled . My DSL has been in
service for 3 years. Anyway.. They cannot reverse it, says I have to
call sales to get my service restarted. I DON'T THINK SO.. I called
Brighthouse, and they will be out tomorrow to connect me to internet,
and My phone service with them will be ported over next Wednesday.
Then believe it or not, I have to call Verizon back again to cancel
the service on my 2nd line. I tried to do it tonight.. Finally
reached someone in California.. If you ever need to reach them
after hours in the Eastern time zone. Call 877 500 5981. That's
the cancellation/retention department.

Anyway I held for 32 mins and finally, actually spoke to someone in
California.. Yahhhhh.. She told me that I had to wait for the main
number to port over, before I could cancel, and unfortunetly, will
have to call back. But she was the nicest person that I spoke with.
I told her I would be sure to let them know in my letter of complaint
that I am sending. I think I will also attach a copy of my cell phone
bill for the minutes I used up calling them and being placed on hold.


There is got to be some kind of class action suit that can be filled
against them. I think I will check into an individual one.

What a NIGHTMARE.. !!!!!! I will never go back to Verizon again.


Unhappy in Florida

I'm still at it ... it's become a total Challenge now ... I wish
someone would record all of this for You-Tube .. it would be
hilarious.

I know what you are talking about. My experience has been that I
signed up for DSL free with AOL only to find out that I was paying
$31.00 to AOL and then $19.99 to DSL. This is a pre authorized
deduction to my checking account. My phone was shut off because I was
away for three months turned into the most frustrating experience I
have ever had. I think I talked to 10 different people and 30
different computer generated robots. All in All I finally got my phone
turned back on, but no DSL. I had to have my daughter call them to
get the DSL situated which turned out to a repeat of the above. All in
All DSL via Verizon put in notes that they owe me $60.00, which I have
yet to see. I guess that will take at least sixty calls to get that
money back. Well guess what DSL went down again two weeks ago, but the
$19.99 was taken out of my account for it 6 Days ago. That makes it
$19.99 more. I have decided to change to Comcast and got the package
deal for $129.00. This includes Cable, Internet, and phone. Guess
What the office is 10 blocks away and I can see a real person? The
Irony is that Comcast canceled AOL and DSL and Verizon for me
effective 1/26/08. Guess what I got in the mail today UPS Overnight. A
Letter from Verizon that if I sign back up with them I will get a free
19 inch TV, and guess how I have to do it! I have to call a 1-877
number. I am not going to do it, but just might call the number to see
if it takes me into the same black hole. VERIZON AND DSL SUCK!! This
is coming from a Superviory Production and Customer Service Supervisor
that runs Different Bands Web Stores. I would love to talk to the
Supervisors of these companies!! Boy would they get an ear full from
me. If I do call about the TV, I will let you guys know.

I didn't even order Verizon DSL, but received an unrequested package
of components, and a surprise new addition to my Verizon phone bill!
(I think the FCC calls this "cramming".) Trying to cancel this has
been one of the worst business experiences of my life. I'm thinking I
may have to cancel my phone service to avoid further DSL problems!

just use verizoncancel.com

Verizon rates in the top 5 for horrendous customer service experiences
I've had in my lifetime (the other 4 being with Walmart, Alltel, a mom
and pop seafood restaurant and a hotel in Pigeon Forge, Tenn). My
husband had a Verizon wireless connection and we could not get these
morons to stop billing us. Multiple phone calls, three letters sent
via certified mail, return receipt collected (the last 2 being sent to
the legal department as well). It took months to get them to stop
billing us. We overpaid hundreds of dollars and they have only offered
a paltry 89 bucks in compensation. The battle continues I suppose.

I easily found a few numbers on the site:

http://www22.verizon.com/ForHomeDSL/channels/dsl/learnmore/contactus/d
efault.asp

I hope you find another carrier you like!

I have had several experiences with companies that treat you right,
just until the time you want to cancel. Then all of a sudden you
can't get help, or when you do get help you are transferred from
person to person. I've been signed up for additional services before
instead of having my service canceled. The list goes on and on!
There have been a few cases where I was billed for services long after
I had already canceled. I think that if more companies realized they
were losing future customers over their cancelation process, they
would think twice about treating people this way. I know that several
of the companies that treated me this way were only being canceled
because of my move from Florida to Indiana. I might have reinstated
that company once I moved in to this house had it not been for the way
I was treated upon exiting.

I just moved and switched services and I canceled my verizon service
with no problem....

The problem is that most company no longer have ANY staff devoted to
account service. All staff that deal with the customers are SALES
staff and they have quotas to meet.

Ever time I've cancelled any service, I've generally ended up have to
get really aggressive on the phone once I got live script monkey on
the phone.

The conserversation generally goes like this.

I'd like to cancel my service.

I had no problems cancelling with Comcast or AT&T... unfortunately I
haven't tried to cancel my verizon service yet...in my area they've
got the best price for dsl and phone packages... but I did check the
verizon site and you ARE right...there's nothing anywhere in FAQ or
listed in any of the other links (troubleshooting, service, my
account, etc.) the only place there IS a phone number is on my bill.
Thanks for sharing your experience...I hope I never have to go through
all that trouble.

It sounds like they went to the same school of consumer relations that
AOL did. Thanks for posting the letter. I will steer clear of
Verizon.