Why Everyone At Verizon Online Is Utterly Useless

Faith writes:

It began the beginning of Oct. 2007. My credit card expired, and I contacted all of my utilities to update my credit card information. It was an annoying process, but it went smoothly. That is, until the notices started coming.

A month after updating my credit card information, I started getting those “you haven’t paid your bill” notices from Verizon in the mail. My credit card company would also call my house to inform me that Verizon kept trying to bill me for my internet usage, but was using the wrong expiration date and it wasn’t going through. Curious. I called Verizon Online to see what the deal was, only to be told that everything on my account was fine, and that “sometimes those notices are sent by mistake.” Sure enough, I got another one two weeks later. I called again, and explained to the person on the line that there must be another account because my credit card company is calling me as well saying Verizon is trying to bill me.

The person didn’t believe me, said the situation I was describing was “impossible,” and that my bill was paid. She even confirmed the credit card on file with me, and it was the correct one. Her advice: “Just ignore it, they will stop coming eventually.”

Well they absolutely did not stop. For twice a month in November, December, and January I got these stupid notices and calls from my credit card company. With every notice and every call, I would contact Verizon Online and waste another hour of my life, only to be told again and again that the situation was “impossible” and that I was crazy. This time I demand to speak to a manger who tells me she will do “some research” and call me back. Yeah, I’ll be waiting for that phone call until hell freezes over.

Finally, about a week ago, I get an email from Verizon telling me that my internet will be shut off because I haven’t paid my bill. I place the 7th call to Verizon online and ask to speak to a manager immediately. The customer service agent blatantly ignores me. Instead of transferring me like I requested, she forces to me to tell her the long drawn out story, and then proceeds to inform me that I am wrong and nuts. She insists that my internet is active, my bills are paid, and nothing is amiss. When I ask her about the email she says “It must be spam.”

Low and behold I get home to find that my internet is cut off. Sur-fucking-prise! I call back, ask to speak to a manager, and am again ignored. I try to tell them there has to be another account somewhere, because it doesn’t make any sense otherwise. I told the woman about the cut off notice, I told her that I was getting a screen on the computer that said I had been disconnected because I hadn’t paid my bill, and she STILL tried to connect me to “tech support,” telling me that I had a “modem problem.” How much of an idiot can you possibly be? Meanwhile, my fiancé printed out the screen that was appearing, including the account number, and we discover on our own that the account number on the screen is the the same account number they have been giving me. Why pray tell could that be? BECAUSE THERE ARE TWO ACCOUNTS AS I HAD SAID FOR THREE MONTHS!

When I give the woman the account number, it pops up magically. Apparently, when I updated my credit card information someone opened another account in my name that was collecting debt. To “make up” for the last three months of hell, they said they would credit my account with $200, but (here’s the kicker!) I am still responsible for paying off the debt on the second account that I didn’t open, which was $150. So really, Verizon is giving me 50 bucks, because they are taking $150 out of the $200 they are “giving” me.

Such bullshit. I hate these people.

And now, to top it all off, our internet has stopped working. My fiancé is calling them today to see what the problem is, but he suspects that they cut off the WRONG account.

Any advice? I want to write horrible angry letters and I really want to keep that $200…. I think my time is worth more than one month of free service….

Best,

Faith

Here, try this contact information. Remember, though you might be seething inside, don’t let it show. Be super nice and professional. Keep your story short, 1-2 sentences, and focus on specifically what you want the company to do for you. With any luck, one of these high-level honchos will get you the solution you deserve

Mark D. Reddick
Executive Customer Relations
140 West St.
Manhattan, NY 10007
Mark.D.Reddick@verizon.com
212-321-8457 (office)
212-321-1047 (fax)

There’s also a Cassandra Flippin in the same office, her number is 212-321-8458 – so it looks like the base number for Verizon Executive Customer Service team is 212-321-845*, where you can replace * with any number.

You can also try calling 1-800-483-7988 and press 3 to reach the Verizon Customer Advocates for landlines and DSL.

Should those fail, here’s contact info for 14 executives:

Verizon Executive Contact Info

Bob Barish
Senior Vice President & Chief Financial Officer
robert.barish@verizon.com
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 908-559-1629
fx: 908-696-2156

William Barr
Executive Vice President & General Counsel
william.barr@verizon.com
One Verizon Way
Basking Ridge, NJ 07920-1097
ph: 212-395-1689
??: 908-766-3836

Bruce Beausejour
Vice President & Associate General Counsel
State Regulatory, NY and New England
185 Franklin St, 13th Floor
bruce.p.beausejour@verizon.com
??: 607-743-2445 (Brenda?)
fx: 607-737-0648

Maura Breen
Senior Vice President
General Manager
New York Region Rm 3108
140 West Street
New York, NY 10007
maura.c.breen@verizon.com
ph: 212-321-8170 (alana picks up)
fx: 212-964-4072

Mike Hassett
Senior Vice President
Business Solutions Group
One Verizon Way
Basking Ridge, NJ 07920-1097
michael.k.hassett@verizon.com
ph: 908-559-2505
fx: 908-766-5194

Holyce Hess Groos
Vice President & CFO
One Verizon Way
Basking Ridge, NJ 07920-1097
holly.hess@verizon.com
ph: 908-559-5507 (direct)

Suleiman Hessami
Vice President
Pricing & Contract Management
22001 Loudon County Parkway
Ashburn, VA 20147
suleiman.hessami@verizonbusiness.com
ph: 703-886-2017 (Pam picks up)
fx: 703-886-0116

John Hoey
Vice President
One Verizon Way
Basking Ridge, NJ 07920-1097
john.p.hoey@verizon.com
ph: 908-559-4760 (Robin picks up)
fx: 908-766-3965

Jerry Holland
Vice President
CLEC Operations
175 Park Avenue Rm 125
Madison, NJ 07940
jerry.holland@verizon.com
ph: 973-350-5111
fx: 973-660-1065

Bob Ingalls
Executive Vice President & Chief Marketing Officer
One Verizon Way
Basking Ridge, NJ 07920-1097
robert.e.ingalls.jr@verizon.com
ph: 908-559-1112 (Shaw? picks up)
fx: 908-696-2210

Virginia Ruesterholz
President
Verizon Telecom
One Verizon Way
Basking Ridge, NJ 07920-1097
virginia.p.ruesterholz@verizon.com
ph: 908-559-1069 (Diane picks up)
fx: 908-696-2135

Joseph Russo
Vice President
Service Assistance Support
One Verizon Way
Basking Ridge, NJ 07920-1097
joseph.j.russo@verizon.com
ph: 908-559-2266 (Robin picks up)
fx: 908-696-2175

Tom Tauke
Executive Vice President
Public Affairs, Policy & Communications
140 West Street, 29th Fl
New York, NY 10007
thomas.j.tauke@verizon.com
ph: 212-395-1032
fx: 908-696-2036

Doreen Toben
Executive Vice President & CFO
One Verizon Way
Basking Ridge, NJ 07920-1097
doreen.a.toben@verizon.com
ph: 212-395-1057 (Doreen Thompson picks up)
fx: 800-295-5136

And finally, you can always try pitching your case to the office of the CEO

Ivan G. Seidenberg
140 West St
New York, NY 10007
(212)-395-1000

(Photo: Meghann Marco)