Verizon Communications

I spoke with [redacted] today. She is more interested in getting Verizon's FiOS data service and not DSL service. I advised her that FiOS is projected be available at her location in December 2015. She advised that she would check back at that time and consider changing to FiOS Data.

On November *, 2014, Verizon Appeals Billing representative spoke with [redacted] and advised the equipment price was corrected on November *, 2014, back to $39.99. The November *, 2014, bill reflected the corrected price.  The representative explained an adjustment processed $3.79 on November...

*, 2014, and $4.44 on October **, 2014.  Also adjusted was $12.29 for the September *, 2014, bill.  The customer was told the full contract discount of $15.00 expired in September and the $10.00 expired in August.  [redacted] had no other concerns.
[redacted]
[redacted]
[redacted]

Per Verizon records, vectoring system corrected on customers account. Automated system advised of credit balance on account and last payment received. Issue corrected.

As stated in my original response to Better BusinessBureau complaint ID #[redacted], the service order to establish service withVerizon was canceled prior to the scheduled completion date.  Consequently, no billing by Verizon willoccur because no service was established.[redacted]’s current Better...

Business Bureau complaint,ID #[redacted], alleges Verizon “. . . initiated termination of my residentialtelephone service with [redacted] anyway, expressly against my wishes and what waspromised to me by the respondent of my last complaint. . . .”  I consequently investigated [redacted]’s claimand contacted a Verizon Manager.  Sheadvised me records show her prior order to obtain Verizon services was canceledprior to the completion date.  The managersubsequently contacted [redacted].  The[redacted] policy is not to do the disconnection of its service until we do theactivation.  In this instance, [redacted]issued the disconnection although Verizon had not activated the port.  In summary, it was verified that theresulting disconnection is a [redacted] error. There was no error committed by Verizon.I attempted to contact [redacted] but wasunsuccessful; I left voicemails asking her to return my call and sent an emailadvising that I had information related to her claim.   Tell us why here...

Services have been installed and are active at the customer’s new address.

Several attempts were made to reach the customer without successand a call me letter was mailed.  OurEngineering Department advised it has been determined due to bandwidthcongestion and based on capacity issues that [redacted]'s Central Office isclosed to new orders for DSL service. This...

is to protect the service and experience for all of the existingcustomers in this central office.  We donot have an estimated timeframe for re-opening at this time.

Upon receipt and contact with the customer, Iforwarded [redacted]’s concerns to our Verizon Online Technical support team forassistance.  After speaking to the customer,it was determined that the customer had malware/virus that prevented her fromgetting online.  The customer advised...

hadassistance in getting the virus removed and now subscribes to Verizon SecurityAgent to prevent future problems.  I also authorized the billing office to issue aone-month out-of-service credit for $19.83 to the account.

[redacted]
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. When reviewing account, [redacted] had requested to disconnect services in August 2012. Supervisor issued credit toward the account;...

but left a balance on the account in the amount of $104.80. On December **, 2014, Verizon has issuedcredit for the remaining leaving the balance at zero. Verizon has requested account to be recalled from collections and any credit reporting.  We trust this information will assist with closing this complaint.  [redacted]Verizon SW Executive Relations

Verizon dispatched a technician on 11/**/14 and replaced oneDVR with an HD STB. The customer had already been given a credit of $52.39 on11/*/14 when the DVR promotion was added back to the account. On 11/**/14,Verizon issued an additional credit of $11.34 which was the difference in thecharge of a HD STB versus a DVR. The customer’s daughter stated she was satisfied.

I have attempted to contact the business, but their phone system repeatedly disconnects me.  I prefer to communicate over email in order to ensure a paper trail

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 main reason that I terminated the service was because I wasn't given the monthly rate that I signed off initially. And the customer service cannot fix it by changing the monthly rate but can only credit back to my account after I was billed. That indicated I would have to call the customer service every month during the contract term (24 months). It took me about half an hour waiting on line every time I called customer service, and another half hour to explain the issue. That's too overwhelmed so I terminated the service. And the termination process was another trouble and the billing workflow created lots of confusion and misunderstanding. The current workflow takes one billing cycle to apply the service termination request, another billing cycle to verify the returning of the devices (In my case, the [redacted] tracking shows that some one at Verizon have signed the returning package, but for some reason Verizon billing system indicated the devices have not yet received as of I called the customer service 3 weeks later to ask why I was charged for the devices.), and a third cycle for refund. It is roughly 3 months, and during the time, Verizon kept charging my credit card for the fee that the billing system thought I owed. Based on this terrible experience of Verizon's billing system that I had, I would like to suggest Verizon to fix the billing system to reflect the correct price that Verizon had agreed on with their customers, so that the customer would not need to call customer service and claim for refund every single month. Also to optimize the workflow of billing process for customers who chose to terminate the service, stop charging the customer until Verizon verifies receiving devices and other things. It does not make sense to the customers continuously getting bills even after they terminated the service. And the customer service should let the customers know it would take about 3 billing cycles to finalize the bill and refund, so they would not be confused by the bills that they received after service termination.Sincerely,
[redacted]

A Verizon billing escalation representative spoke with [redacted] on 4/**/15. The representative explained that the 2 year contract [redacted] was in afforded him $30 in monthly discounts. When he moved if he had at least taken Verizon phone service at the new location he would not have been...

billed an early termination fee. Since he did not elect to take Verizon phone service at the new location, the early termination fee can not be waived.

The right to collect the outstanding balance on this account has been purchased by [redacted] at ###-###-####. Please direct all bill inquiries/disputes to [redacted] at ###-###-####.

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]

Customer disputed $91 repair visit charge for tech visit on11/**/14 where no trouble was found making the fee applicable. The technician educatedthe customer on use of the set top box. We were not able to verify that thecustomer was properly informed on the applicability of the charge though. For...

thisreason we agreed to adjust the rate. The charge was adjusted from the bill witha message left for the customer. We appreciate the customer bringing this to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
This is an unacceptable resolution since I do not have a contract with Verizon, so if I cancel my services now then I still have to pay the entirety of an invoice for which I did not receive the services. Furthermore, there are no credits reflected on my account so the vendor has not applied any credits. I have a paper copy of my bill dated 3/**, should you need it for reference. Also, I emailed [redacted] 3/** & 3/** to request a status update on my refund & she responded 3/** that she was still working on the refund & would respond with an update & I never heard back from her. I want the almost $200 on my account credited in full which is half the dollar amount discount they are offering over the next 2 years. Thank you.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 1/**/15 an order was placed to correct the rate to $94.99 for the triple play. Calls made to discuss this with the customer have been unsuccessful.

Subsequent to receipt of the complaint, I contacted[redacted] and apologized for her concern. I advised her that two separate payments of $50.45 were received March *and March **, 2015, respectively.  Iadvised [redacted] that I would be authorizing our billing office to issueanother courtesy credit for the late payment charge of $5.41 appearing on herFebruary **, 2015 billing statement.  [redacted] 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 [redacted] that Verizon has not changed their payment applicationpolicies.  Verizon does not control whenpayments are received.  Payments are electronicallyapplied as they are received.  [redacted] also stated that there is only one “*” inher first name, [redacted].  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 “[redacted]” 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 [redacted]’s namein our billing records.I provided [redacted] 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 [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  I would have explained required "fix" differently but am happy that they fixed THEIR error.  
Sincerely,
[redacted]

Upon receipt of this complaint [redacted] spoke with [redacted] and advised the following regarding his billing concerns. * explained his first year had included $35.00 in monthly discounts that are now expired. * let him know the details of the promotion were disclosed in the...

confirmation letter we sent right after his order was placed. * He decided to remove the [redacted] PROTECTION PLAN. * We also started a new $5.00 discount for the next 12 months. * With the changes made the [redacted] services are now $87.99, per month, before tax