Verizon Communications

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 the Verizon Escalation department is a joke. Every time I call they continue to tell me what a great deal I got. That was not my complaint. Its like a recording they repeat the same thing over and over again with disregard to my issue. I think Verizon's *** should get rid of this useless department of repeaters that do not help the customer. I did not hang up on the rep. She kept repeating the same thing over and over again. So they pretty much stole my gift card and then want me to lower my plan for $but they wont give me the gift card, what sense does that make. I have dealt with a lot of ignorant people at the head of companies but they take the cake. I guess this is why Verizon pays them to annoy the customer so they will give up. Corporate America! They can take the $gift and shove it. I will not waste my time and energy anymore dealing with these useless people. The only question I got answered was why my bill was higher I don't want them to call me because all they do is annoy me with repeating the same robotic sentence. Not once have they said, maybe you were right and not told you would not receive the gift card what else can we do? That's what customer service entails, which they have none.?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Company records show that on 12/**/the customer agreed via the web to pay $on 12/**/and $on 1/**/15. The agreement was reviewed with the customer on 12/**/On 12/**/the first payment was debited via a one-time direct debit for $On 1/*/15, a payment was made
via a one-time debit of $On 1/**/15, the final payment of the agreement, $was debited via a one-time direct debit The customer called to dispute the debit and the 1/**/payment was reversed on 1/**/The company has made attempts to discuss this with the customer but has unsuccessfulThe company apologizes for any inconvenience this matter has caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meStill waiting on the complete return of all funds to my accountIssue NOT yet fully resolved.
Sincerely,
*** ***

*** * ***
***
Thank you for referring the complaint of *** * *** toour office for review. We appreciate this matter being brought to ourattention. Our investigation concludes; account *** wasdisconnected on 12/*/14with order ***The account was billed
forunreturned equipment in the amount of $507.90reflecting on the January closing statement Verizon shows a routerreturned on 12/*/*** *** states both the STBand router were returned in the same box. As a resolution, on3/**/an adjustment was issued in the amount of$to zero out the accountVerizon has verified with Financial Services and the account was not credit reported Verizon representative spokewith *** *** to discuss this resolution***
*** expressed his satisfaction. Verizon apologies for the inconvenience this has causedWetrust that this information will assist you in closing this complaint. Sincerely, *** *Verizon SW Executive Relations###-###-#### EXT ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the response has been satisfactory to me.I'm waiting now for the matter to be resolved in the step stated by Verizon
Sincerely,
*** *** ***

We contacted customer to apologize for the problems and assured customer theaccount will be credited in fullWe are following up for the final bill torender to issue the creditWe will follow up with the customer once the creditis issued as wellWeappreciate the customer bringing this to our
attention

Verizon is not currently furnishing negative information related to this account to any credit reporting agencies because it has been sold. However, the purchaser of the account may be doing so. Verizon has reviewed the documentation submitted by the consumer to the Revdex.com and has determined it forms a sufficient basis for repurchasing the account in question and adjusting its balance to zero. Upon repurchasing an account, a purchaser must delete its credit reporting of the account. While this must be done concurrent with Verizon’s repurchase, please be aware that it may take such credit reporting agencies up to thirty (30) days to update their recordsVerizon will not re-report the account in any fashion and additional collections activities will not occur, as there is no balance due upon it

Executive Relations Team/***- Revdex.com Rebuttal ***-06/**/5:05pm- A review of *** ***'s rebuttal shows that she has requested that we refrain from contacting her by phoneHer account shows extensive previous contacts with the ECOMM Center Representatives, who have apparently been corresponding with her by e-mailThis office does not do thatShe has requested a listing of charges from the beginning of the yearA review of her account shows that the account is set up for paper free billingHer bills are available for her to download and print via the website, however we have printed copies of all bills from the 12/**/bill through and including the 06/**/bill to satisfy her request for "a full accounting of all charges incurred during this calendar year." *** *** expressed her concern about the bill dated February *, This bill shows several upgradesPhone service was added to the accountThe TV Prime was upgraded to the TV ExtremeThe 15/data was upgraded to the 50/dataHBO was added free for twelve months, through 01/**/The charges for the HBO were added with corresponding credits, which was noted on the paper bill sent to *** ***Under the Change in Service section of the bill, there is a charge for the time period of 01/**/to 02/**/for phone service, also know as Fios Digital VoiceThere is also the charge for that same time period for the difference in price between the TV Prime and the more expensive TV Extreme and the 15/Data and the 50/DataThe proration of the phone , data and internet totals $That same section shows the billing for a Backup Battery for $and a Shipping Charge of $for the batteryThe total of the $24.26, $and $is $for the change in service sectionCredit was issued for the $Battery Backup and $shipping charge on 02/**/2015- the total credit was $including taxOn 03/**/2015, another person doing research on the bundle rate issued credit for a total of $on the February *, bill because the bundle rate was too high. Verizon has performed a full account review and explanation and therefore considers this complaint to be closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Life Quality BMW regarding complaint ID [redacted].Sincerely,[redacted]

We left 2 voice mails for the customer to confirm that service was working their satisfaction.  The ticket was closed out by the technician on 3/** as they said everything tested ok.  The customer may call us directly should they have any further issues.  Thanks

Please be advised that Verizon has reviewed [redacted]'s additional concerns.  After review of these concerns, Verizon's response remains unchanged.  Verizon's billing is correct and no credits are warranted.  Verizon's records show [redacted] made changes to her service in August of 2014.  Based on the information provided from Verizon's [redacted] counterpart, this may have resulted in the Verizon and [redacted] billing being separated or it may have been a system issue.  With either cause of the separation, Verizon cannot credit charges for another service provider for the services they provided.  Any dispute regarding the separated [redacted] bill would need to be addressed with [redacted] as well as any inquiry into an Early Termination Fee adjustment.

The customer has disconnected his services.  The billing team has advised that once the final bill is generated, they will credit any charges.

Subsequent to receipt of the complaint, I contactedand spoke to authorized party, [redacted].   I apprised her that subsequent to my reviewof account documentation, there were no references reflected for a promised$200 credit to be issued on the account. I acknowledged multiple...

trouble reports during the past seven months andapologized.  The bulk of these troublereports pertained to DSL/high-speed internet issues.   I also apprised [redacted] that a total of$315.41 in out-of-service credits/adjustments was issued between October **,2014 and March *, 2015.  Another $39.99adjustment represented returned equipment. [redacted] stated that she did not recall seeing these credits.  I subsequently reviewed the bills andrecounted the respective credits issued. [redacted] also stated that she did not understand why her bill remainedhigh despite the credits issued.  Iinformed the customer that between September *, 2014 and April *, 2015, onlythree (3) partial payments have been received:  12/**/14 $50; 2/*/15 $100; and, 4/*/15$94.99.    It is also important to notethat prior to September, 2014, the customer’s August **, 2014 bill reflectedthen past-due charges of $64.92 and current billing of $100.93 totaling$165.85.Records reflect a total of 25 days of out-of-serviceconditions for DSL/high-speed internet service. However, a total credit equal to approximately ten (10) months ofservice charges was issued to date.  Iadvised [redacted] that no further credits are warranted.  Finally, I reviewed [redacted]’s paymentarrangements made April *, 2015 to pay $126.63 by April **, 2015 and another$217.55 by April **, 2015.  A most recenttrouble report filed April *, 2015 and dispatched April *, 2015 reflected therewas trouble at the frame in the Central office.

Verizon Appeals representative spoke with [redacted] on 2/*/15.  [redacted] verified the premium channels are back up and working as of 2/*/15.  The MRDVR is up and working as well. Everything is provisioned as of 02/**/15. A technician was dispatched on 2/**/15 to address and...

assist with any DVR issues.  The technician completed installation reconnected/reconfigured the additional boxes. The self-install had been missing equipment. Verizon spoke with [redacted] on 2/**/15 and verified the services are up and running good.  On 2/**/15 Verizon Appeals representative spoke with [redacted], and advised that out of service credit were issued totaling $146.43. The customer also accepted a $20.00 x 12 month lec credit. I spoke with [redacted] on 2/**/15 and he advised he continues to receive emails for unreturned equipment which he said the technician took with him.  I apologized and advised I would investigate and make sure that was resolved.  It was found there was an order stuck in the system resulting in the notices being sent.  A trouble ticket was issued and the order for the equipment retrieval was canceled.  This will stop the emails and prevent billing for unreturned equipment.[redacted]?

The customer added inside wire maintenance on 1/**/15 for $39.95. On his Jan 2015 bill he was charged for labor fees $91.00 + $138.00, and a jack at $3.99 (plus tx/fees). The customer did contact Verizon and the credits were issued for the labor and jack on 1/**/15. Total credits: $250.17. On that...

same day, he removed the inside wire maintenance plan claiming the technicians would not help him. He called back on 2/*/15 saying that techs did not help so also wanted credit for the plan charge $39.95. He called again on 2/*/15 and a credit was issued for $42.90 (that was the plan plus tx/fees). Basically, he was given credit for the plan and all technician charges already, total credit $293.07.  We reviewed with the customer and we dont credit for compensation.  Case closed.

Our engineering, construction and cable maintenancedepartments are all involved in resolving this customer’s service issues. Thework to provide the customer with the deserved reliable service is still inprogress.  Closing out the Revdex.com complaint to meet the required respondby date, but the...

issue will remain open on our end until all work is completedand service provided is to customer’s satisfaction.  We appreciate this matter being brought to our attention.

Verizon sustains its original response. Credit of $215.54was issued on 1/**/15 to cover activation fees. The customer was billed $139.97in activation fees and the credit exceeded the amount billed. No more credit is to be givenand the early termination fee will not be waived.Verizon contacted the customer who stated that all creditshad been issued, billing is now correct, and service was working to hersatisfaction. The customer stated that she wanted to terminate the servicewithout being billed an early termination fee. It was explained that herrequest to terminate service was well beyond the grace period provided forcancellation and because all credits had been issued, billing is correct, andservice is working, the early termination fee would not be waived. The terms andconditions pertaining to the free ipad were explained and reviewed.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  The [redacted] was very nice and responsive to my concerns and he was very nice in providing his own information if I need further assistance.  I found that very nice and the reason why good companies stay in business.  Thanks.Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]