Verizon Communications

I spoke to the customer on December **, 2014. I explained that our records show that the equipment associated with her account at the time her services were active have been returned and therefore she has not been billed for unreturned equipment.I also explained to the customer that this
former Verizon account has been sold to *** *** ***, LLC and any disputes concerning an outstanding balance must be disputed with this company. The customer understood and is satisfied

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 received the refund from VerizonThat said, I did not receive a payment for the months that Verizon failed to credit/refund me for the money that I basically loaned themNote that in my original claim I asked for the original payment the interest payment for the months I spent chasing Verizon down and receiving little to no responseWhen I did receive a response after multiple transfers and hangups, they differed the answer to a later date in which they failed to follow up.
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:
[Your Answer Here]
nothing was settled
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:I am still not satisfiedYes rep me *** has been helpful but he can only relay the message that is given to himI had to get permission I'm order for the letter to be sent to my job because I work on a military base I'm not home during the day to signNow to be told that the check hasn't been sent out because the check that they had returned has to go through a stop paymentIf the check is already returned to you why does it has to go through a stop payment? Just another delay and I'm just exhaustedI truly regret getting verizon
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:
[Your Answer Here]
The account rep called and did not state she was calling re: the complaint from the better business bueau. She did not acknowledge difficulty getting thru to Verizon including a supervisor. There was no apology for the inconvienceVery cold when calling and stated I was looking for new rates.Once I explain some of complaints and concerns as the original complaint to Better Business Bshe, then apolgized for Verizon's lack of customer service. Also I did explain twice I tried to pay on line but the computer would not accept paymentHer response was did you have a problem in the past, I said I sometimes pd on line but not a problem in the far past, she felt that was acceptable for the current problem.She then discussed rates and did not tell me of a lower rate that I recd thru the mail, I had to mention that to herShe then said I had to be put thru contract to have $off a month of my bill which was the plan I had without a contractDue to the services I was quite hesitant to go on a contract and asked if they could make an exception since I was a customer of over years with *** *** and she said NO.I then asked the very last thing they could do was take care of the late charges for all the inconveniences, she refused.Her service was awful and I will dispute this furtherI would ask the Revdex.com for a number to the organization that forsees the phone companies.I would also ask if Verizon has a hardship program to pay this bill and will be seeking my business eleswhere in the meantime.Thank-you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

According to record, a billing representative contacted the customer on February**, to address the complaint. Upon contact, the representative explained credit of $was issued on October*, 2014 for the unreturned equipment charge and on October*, credit of $was
issued for the early termination fee. The remaining balance of $are for services provided from June** through August**, 2014. Additionally, the customer was informed Verizon has no record of reported service issues and/or outages. The remaining charges of $245.40 are valid

We offered to resend the order confirmation email sent on 12/**/prior to theprovisioning of service which confirmed the details of the offer acceptedThe emailconfirmed the due date, pricing and promotions to ensure of no misunderstandingbefore the service is installedThe order called for a Triple Play with FiOS digital voice, preferred HD with Mdata for $69.00, set- top box at $7.99, router rental at $for a total of$before taxes/surcharges and with taxes and surcharges total of $per monthThese rates included a monthly credit of $for years and qualified for thetablet promotion according to the orderThe email confirmed the one -time charges of $for internet activation over 3monthly installmentsThe $installation charges were waivedThe customer had service with us from 1/**/to 2/*/and is responsible for thecharges for the service for that time periodAspreviously confirmed, we did waive the early termination fee and charges for amovie package provided after the installation

Verizon made contact with the consumer to address the complaint. Upon contact, the consumer expressed concern about the time delay with the installation of the service. The consumer reported she was scheduled between *** * ***, but the technician did not show until ***. The
consumer states the technician's scheduled showed *** * *** window. The representative apologized for the scheduling breakdown and informed the consumer the local manager would make contact to address any further concerns

The customer placed an order for FiOS services which Verizon did not install. However, the equipment for these services was mailed to the customer. As the order was canceled, Verizon requested for the equipment to be returned. As a result of the equipment not being returned within
the days of the request, the customer was billed unreturned equipment charges totaling $Verizon has mailed the customer boxes to return the equipmentHowever, the customer stated that the return label was incorrect. We have advised the customer that the equipment can be taken to a *** store and *** will box the equipment and ship it at no cost to the customer. The customer stated that she cannot carry the equipment due to health issues. We have offered to pithe equipment but when attempting to contact the customer to schedule a time, the customer has not been available. Messages have been left and an email sent but there have not been any returned callsA message has been left advising the customer that she can package the equipment in the boxes previously provided and contact *** to come to her home to pick up the boxes. Most recently, we have again shipped boxes with return labels for the customer to return the equipmentAs the customer has been unresponsive to all attempts to contact her, the charges will remain until the equipment is returned

This complainant failed to provide the telephone number, theaccount number, and the complete addressVerizon was unable to locate theaccount without complete information and the customer failed to return allcalls requesting that information

According to record, a billing representative spoke with *** *** on January **, to address her billing dispute concerning the activation fee. *** *** informed the representative that she was going to place the order online but was assured by a sales representative the order
would be placed without an activation fee. The representative apologized and informed *** *** she would review the next billing to ensure the fee is credited. *** *** is satisfied with the resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Respondent has addressed the problem and I am not satisfiedThank you

Confirmed with *** *** his service was repaired as of 12/**/

No repair is requiredThe customer disconnected service on3/**/

A Verizon customer service representative discussed the issue with *** ***. Records show Verizon technical support assist the customer with testing equipment and determined an item purchased caused the trouble with the existing router. The representative issued a new router
and *** *** has confirmed the service is working A follow up has been issued to the account for bill date 5/**/15. *** *** was advised that the appropriate credit would be issued to the account

upon receipt of this complaint I confirmed with our FiOS Video experts that the account was indeed suspended therefore nothing could be watched or can be watched while the account is suspended. Once billing/payment is up to date then any content can be viewed. We made attempts to contact
customer; leaving messages to call so we could advise, to date those calls have not been returned

According to record, this issue was addressed and resolved with the customer on January *, by billing representative ** ***. According to the representative, an email was sent to *** *** to advise after review of the billing, all charges are correct. The representative
apologized and informed *** *** the $credit did not post to the account and a manual adjustment was issued, leaving a balance of $178.58. Upon receipt of the complaint, the account was reviewed by a supervisor who confirmed the billing is correct. No further action required by Verizon

Our investigation determined we sent confirming email to customer on 12/**/withthe terms of the agreement and confirming the installation charges The offer accepted did not include free moviepackage or a gift cardThis offer would have involved a higher monthly rate.We contacted the
customer to apologize for any confusion and agreed to creditcharges for the movie package (only added when our technician incorrectlyinformed her that it was included in the offer)We also agreed to waive theearly termination feesCustomer is aware we need to follow up for the finalbill to render and will then adjust the fee

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]
Yes, I have spoken with verizon and they were about to make my *** account accessible as my Fios mail, but this has caused a new problemMy old *** DSL domain account was separate, which aloud me to let my ** yr old twins use my Fios account without having access ti me mail account, this needs to be fixedI would like to use just my *** domain mail account, without having it exposed to anyone in my family using my Fios accountI need to contact verizon support again to workout the problem making my DSL *** domain account my Fios mail account as causedIs there a way to disable the Fios mail account, but keep my verizon domain Mail.account.Thank You***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Verizon reviewed the account and contacted the customer toadvise that a credit adjustment for the last months of service had been issuedin the amount of $The customer’s payment issue was reviewed and it wasfound that she was de-enrolled from autopay on 12/**/due to maximum retriesof
failed paymentsThe customer apparently re-enrolled in autopay on 3/** whenattempting to make a one-time paymentShe has been advised that the excesspayment will be refunded to her