Verizon Communications

*** ***
*** Thank you for referring the complaint of ***
*** to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; Verizon promotiondepartment has confirmed the voucher was sent by US Mail on March *,
2015reference # ***. *** *** was contact by a Verizonrepresentative and confirmed he has received the voucher but has not redeemedit*** *** was not sure of the exact date he received the voucher butsaid it was shortly after he filled the Revdex.com complaint*** *** wanted tolet Verizon know of his experience and time frame it took for him to receivehis promotional offer. This information has been explained to *** and is satisfied with the resolution. Verizon apologies for the inconvenience this hascausedWe trust that this information will assist you in closing thiscomplaint. Sincerely, *** *Verizon SW Executive Relations###-###-#### EXT ***

On 2/**/I called the customer to acknowledge the complaintI apologized and verified that per the trouble history on the account the trouble is mostly with the HSI service and not telephone service. *** *** said they hardly ever use phone so they don't report it when it is out***
*** also said that they don't report internet problems most times because will take days for Verizon to get out there and by that time the lines dry out and it works again*** *** said technicians that have been there tell him they are just going to be right back out there because the wiring is so old and badI stressed the importance of reporting trouble when it occurs and advised I would open an investigation and someone would be back in touch within him within hours. On 2/**/15, a Verizon technician was dispatched and repaired a broken cross connect in the sac box, and the customer was back onlineVerizon Technical Support contacted *** *** and verified the service was working, but *** *** was concerned with ongoing connection trouble due to old and exposed cabling in the area, every time it rains or has wet weather*** *** *** spoke with *** *** on 2/**/and *** *** stated he and his fiancé moved here in July of last yearHe likes HSI service when it works, but once a week he loses internet when it rains, when it dries it comes back. *** *** hasn't reported most times. The *** *** provided *** *** his direct number and told him to call/text if and when the service goes outThe *** *** will perform a field visit over the next few days to gauge the issues and put a plan in place as necessary.*** *** *** *** *** ***

Per the Business office a repair ticket was issued to closed linked HSI account which was termed by other provider in December*** *** from the business office is working with the *** with a follwith *** *** on 4-*-

A Verizon customer service representative discussed the issue with *** *** and confirmed that per the call placed to Verizon on 10/**/14, the customer was advised that the service would need to be disconnected by November *, to avoid the early termination fee (ETF)Verizon
records show the service was disconnect on 11/**/*** *** was advised that Verizon’s policy offers a day grace period and under the policy she would not be charged. *** *** advised that she was satisfied

Good afternoon,
Due to current FiOS deployment strategy and LFA obligations we will not be able to build FiOS to this location at this timeHowever, our engineering department will reach out to the claimant to perform a high level survey of the building to determine if we can get FiOS services
to the buildingIf it is determined that FiOS can be ran, it would have to wait until the new budgets for FiOS build are releasedAlso, we found that the only building's on the block, where the Claimant is located, that have FiOS are ***These buildings are *** locations and were built as FiOS only

Our records indicate that a refund check in the amount of $was issued on March **, and cashed on March **, Attempts to contact the customer to discuss her concerns have not been successful

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
I still strongly believe that was the Verizon representative fault for misleading me in cancellation policyShe insist that I should not do anything, I followed her instructionNothing was told that it is my responsibility to call different provider, I was instructed that I have to waitShe has to be responsible for chargesEven though *** is a federal program my mother-in-law was first denied because of wrong instructions with cancellationPlus nothing is mentioned that I want an official complain about the representative
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
An appology is not what I am after, any business can do that and in the end have no real changes in business practices. Others, like myself, will be hurt by these misleading tactics and promices. I am a current Verizon Wireless customer, and have been for the past years, and am preparred to immediately switch to ***. I was very clear on my expectations of Verizon, and I fully expect Verizon to meet and exceed those requirements. Consideration for a class action lawsuit is now underway.You seriously expect me to accept your manipulative tactics of this so called appology, after wasting over an hour of my time with your programmed call attendants? Verizon corporate sets the script, they set the process, they set the training, and they know exactly the bait and switch process they are executing. And this is not the first time, Verizon has a history of this bait and switch as it has happened to me before. No, I want more, I expect more, I am tired of these critically poor business practices. Not only should Verizon step up, the Revdex.com should look at this more closely - I am positive I am not unique, especially since this has happened twice to me.Do the right thing.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have always had excellent service but this past week proved to be a potentially life saving service callThey came out todo a routine check our AC and the experienced technician immediately noticed gas smell and asked if we had gas furnaceWe do! We had had a guest a couple weeks before mention smelling gas but kinda brushed it off as we keep gas in the garage for the mowerWe had gas leaksThey were concerned and prompt with a next day repair! We had a follissue which was addressed with in hours! So pleased with their service!

I've only used them a couple times for washer/dryer problems
had good luck with them both times
I am presently getting ready to make a call for a third visit from them to replace a duct in the 'crawl space' under the house

*** *** *** Thank you for referring the complaint of ***
*** to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; *** *** disconnectedinternet account *** on July*, with order ***
When anaccount is disconnected the customer has days to return equipment to avoidunreturned equipment chargesThe account shows that on August *, theaccount was charges $+ $in tax for a total of $for anunreturned router feeAn investigation shows that the router was returned toVerizon as of November**, *** *** called in about returning the routerand a Verizon rep applied $credit to the account which was the balancethat was sent to collections and when applied zeroed out the account*** ***had a credit balance prior to the router charge of $that was alsocredited and will be sent back to him in a refund in 4-weeksAs a resolutionto the complaint, Verizon has also requested that any negative credit reportingbe removed and that a letter of deletion be sent to *** *** as well. Please allow days for credit reporting toupdate. A Verizon representative spoke with *** *** onMarch**, to explain the above information*** *** expressedsatisfaction with the resolution Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, *** *Verizon SW Executive Relations###-###-#### EXT ***

RevDex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
When I called the different Verizon numbers and was transferred to the tech side the guy told me that the chirping will not stop without a new battery. we had already tried to leave the system without the battery and the chirping continued none stop. I was told by someone from Verizon that they would send someone no charge to me to fix that machine so that it will never need the battery but now this guy is saying that it is closed and it is not.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** *** %

Upon receipt of the complaint, Verizon issued a manual adjustment of $to honor the missing discount on the November invoice. Verizon is working to resolve the credit adjustment issue, which should be resolved within the next billing cycle. A billing representative will
review the December invoice to make certain the discount is reflected, if not, the representative will continue to manually adjust the account until the IT issue is resolved. The consumer received contact information via voicemail, to make contact with further concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
While I am very encouraged after speaking with other Verizon employees who are now handling the account, I am hesitant to dismiss the complaint until the situation has been resolved As we are still waiting for resolution and experiencing frequent disconnections and loud crackling noises, I will wait to dismiss the complaint until there is a resolution
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We spoke with *** *** and advised her that we received the lifeline certification but the letter was incomplete so she will have to reapply through the agency again. She understood

Again upon receipt of this complaint we made multiple attempts to contact *** ***; leaving messages. He has not returned any of our calls. If he is still interested in having his concerns addressed he can call us directly *** *** ***

This customer's location is no longer available for DSLThe message states that the central office serving this location is not equipped to provide DSL & that is the info that was already given to the customerSo unfortunately the customer can no longer have DSLI'm not sure what refund the
customer is referring to because I don't show a credit balance anywhereUnless she thinks there will be a credit balance once the final bill printsThat is a possibility but we'll have to wait until the final bill goes in to print to know for sure. I left a voice mail on number ###-###-#### advising that I would follow up the final bill & if there is a credit balance I will make sure she gets the refund right away. Closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I asked to be contacted by email, not phone so that I have everything in writing
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Subsequent to receipt of the complaint, I contacted*** *** and apologized for her concern. I advised her that two separate payments of $were received March *and March **, 2015, respectively Iadvised *** *** that I would be authorizing our billing office to issueanother
courtesy credit for the late payment charge of $appearing on herFebruary **, billing statement. *** would be responsible for any future late payment fees if payments arereceived after the due date posted on the bill.I also advised her that Verizon’s offering of directdebit would prevent late payments from occurring; however, the customer hasdeclined that option at this time. Ialso apprised *** *** that Verizon has not changed their payment applicationpolicies. Verizon does not control whenpayments are received. Payments are electronicallyapplied as they are received. *** *** also stated that there is only one “*” inher first name, ***. Prior to today,March **, 2015, her billing information in Verizon records reflected her nameas having two “**.” An order was issuedtoday, March **, 2015, to correct that billing information to reflect her nameas “***” and should reflect as such beginning with her April **, 2015billing statement. Please be apprised that as of this writing, both thelate payment fee credit and an order were issued to correct *** ***’s namein our billing records.I provided *** *** with my name and callbackinformation and agreed to send her an email as well. She was satisfied. Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Why should I take a service I don't need?? I have cell phones I don't need telephone service! If I needed telephone service I would have had it at my old location!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***