VERIZON SRC/ FIOS billing department 131 SETON HILL DRIVE GREENSBURG, PA 15601 CUSTOMER NAME: Patrick Castenie CUSTOMER NUMBER: 732 204-2591 367 63Y 69 Ocean Bvld Atlantich Highlands, NJ 07716 January 12th, 2009 Dear Verizon, After talking to your billing department (twice) they advised me to write your corporate office. I have awaited the FIOS availability for a long time and once it was here, I immediately took action to switch. I am a fan of your service; our company (Wayside technology Group in Shrewsbury) uses you (WSTG NASDAQ). I was fed up with the cable service though their phone service was good. When switching I anticipated (more or less) the same phone service and related costs. Nobody ever informed me about the need for an international calling plan if one were not to be charged $2.4-$3,- per minute for phone calls to the Netherlands via VOIP. Being in the IT business myself, I have a good understanding of VOIP, pipelines to Europe and such. Comcast charged about 0.10-0.15 cents a minute, which, compared to low cost providers (2-5 cents) seemed reasonable and when switching to “The phone company” it never crossed my mind that you would charge this any differently, for sure not when positioning FIOS that aggressively into the NJ market. I was charged a total of $122.76 for a total of 36 minutes (5 calls) of INT calls. I called your service department and immediately opened the INT service for $9,99 (not a problem) but would have loved to learn that upfront. No notes of that anywhere nor does your website state anywhere clearly what to do if your phone behavior is International of nature. I am a little upset about this and kindly ask for a correction over this period (December 19th – January 1st) and possible future charges (January 1st – January 13th). As a business person I understand that companies need to make money, we do too, with your help even for our infrastructure. But at the same time we do not overcharge (more than 100% margins for instance) and aim for long term enduring relationships. I truly hope Verizon is such company as well, also to their consumer base. I can be reached at 732 204 2591 and would really appreciate your reaction.
Kind regards, Patrick Castenie Director of Sales Wayside technology Group