Verizon Communications

Our FiOS Solution Center was able to assist [redacted] viaon-line chat. Our technician was able to update the customers email to [redacted].  The old DSL account should have been disabledupon the new customer migration to [redacted]. The enabled domain was still on DSL which was no longer in...

use.  Our technician pointed over old DSL to newFIOS and customer is now able to have [redacted].  We tested all for customer/mobile app and nowcustomer is ok and signs in with [redacted] and email with no problem.  We apologized for the inconvenience thisissue caused [redacted].

[redacted] Thankyou for referring the complaint of [redacted] toour office for review.  We appreciate thismatter being brought to our attention. Ourinvestigation concludes; customer made payment of $188.82 on Verizon.comwebsite to active account [redacted]which was...

applied towards a balance. [redacted]’shad a credit balance of $116.41 on active account [redacted] and requested thatcredit balance of $116.41 be transferred from active account [redacted] toclosed account ###-###-####-### which would leave her a remaining outstanding  balance due on account ###-###-####-### of $72.39. Verizonfinancial services have confirmed that all payment transfers are complete nowbased on [redacted]’s request. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused andtrust that this information will assist you in closing this complaint.  Sincerely, [redacted]###-###-#### EXT [redacted]

On 2/**/15, a Verizon customer service representative reviewed [redacted]’s account and processed his [redacted] application with an effective bill date of 2/*/15. The [redacted]'s were advised. We apologize for the inconvenience [redacted] experienced as a result of this...

matter.

We contacted customer to acknowledge receipt of complaintand apologized for the problems. We assured customer we would arrange for a $30monthly credit for the next 12 months. Customer is aware the bundled rate willincrease in May of 2015, but we will continue to apply the $30 discount to thenew rate...

as well.

Verizon Executive Relations has made attempts to speak with [redacted] and have been unsuccessful thus far.  A please call letter will be mailed 12/**/14, in hopes of being able to discuss this further with the customer.

Per the [redacted], Verizon replaced the battery back-up unit on January **, 2015.  Additionally, the [redacted] made contact with the consumer today her concerns, at which time, the consumer informed the [redacted] that her concerns are addressed and she is satisfied at this point.

Verizon again contacted the customer and explained he hadreceived a $120.00 gift card 6/**/14. Because he wasn’t entitled to anothergift card for nine months, Verizon had placed a hold on the new $400.00 card.Authorization to release the gift card was provided and the customer has beenadvised he...

will receive it in approximately 35 days.

A representative from our Testing team contacted the customer and advised that he is unable toget the speed he is requesting due to his distance from the Central Office.  The representative manually  changed the customer’s speed up to 7 or 10 Mb/s and the customer can try it out and we'll...

see how that actually works for him. The representative strongly advised against doing this though as its most likely going to lead to slower speeds and instability problems. The customer said he'd still like to try it. The representative will follow up and test it out with the customer on Tuesday 3/*. Network testing indicates the fastest the customer could possibly get is a little over 6 Mb/s.

Verizon has reviewed [redacted]'s concerns.  Verizon has determined the accounts are correct and no credits are warranted.  Verizon was not successful in reaching [redacted] via telephone to discuss her concerns.  Verizon has responded via letter and included contact information should...

she require further assistance.We trust this information will help to resolve [redacted]'s concerns.

A customer has  FiOS services under a contract at location A and moves to location B. If FiOS services are not available at location B, the customer is billed an early termination fee if the move occurs prior to the expiration of the contract. As previously stated, the early termination fee would be waived if the customer had any Verizon landline service connected at location B.

We confirmed that our FiOS service is not available for theaddress provided. We left message for the complainant to apologize for anymisinformation provided and informed of our findings.  The specialist did leave her contact informationas well.

Good morning, Credit for the issue with the customer's equipment being in different rooms was given to the customer back on 12/*/2014 in the amount of $60. No further credit is warranted for the same issue. We will not remove the customer from 2 year term that was started on 8/**/2014. Customer has...

received $35 off her bill each month for being on a 2 year term. That is a total of $210 that the customer would not have received if they were not in a 2 year contract.

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:
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:

I left a message with [redacted] at telephone # ###-###-####. She has not called back. I dispute the claim because I have documentation that the bills were over varied amounts including one for $156 and not the said numbers above. Verizon has contacted me twice by phone and I called them back. They have not responded to my voice mail.  My service was not disconnected on 12/**. I have proof that it was not done because I have a disconnection order on 12/**. I have all the documentation to back this up and can send to Revdex.com for review. Thank you.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Upon receipt of the complaint we spoke with the customer, apologized for the inconvenience & advised their concerns were referred to the appropriate department. On February*, 2015, our representative spoke with the customer and explained the policy when transferring service...

from one physical address to another. When moving, service at the existing address is disconnected and a separate order is issued establishing service at the new address. Any existing promotion applies as long as the customer retains service at the existing address unless it expires. The customer spoke with a representative who added a monthly discount to the services at the new address so there is no difference in the charges. The customer was satisfied with the explanation and had no additional questions.

This issue was resolved in a prior Revdex.com complaint, ID [redacted] from August [redacted] 2014 . Notes from then are as follows. Negative remark was removed fromt he customer's credit history. Will take up to 30 days to reflect. Also deletion letter has been mailed to his home. Issue with [redacted] was...

resolved prior to receiving this complaint.

Please be advised we located the final account in question and determine te account was not disconnected when requested.  Credits totaling $265.52 were issued today to bring the balance to $0.  Once the credits post (3-5 days) we will request the account be deleted from [redacted]...

[redacted]’
credit report and sent a letter confirming the deletion to [redacted].    We sincerely apologize for the inconvenience
this matter has caused.
 
We trust this provides your office with the information required in this matter.
 
Thank you,
[redacted]
[redacted]
[redacted]

Verizon investigation determined the customer's Verizon service was to have been disconnected 11/**/15.  The Voice billing ended on 11/**/15 but the Data and TV charges continued to bill.  The customer had autopay on the account and the billing continued to debit, as it was still reflected...

as a live account.  Verizon has rectified the situation by completing the disconnect, and applying credit for the time the customer was billed when no longer a Verizon customer. Credit totaling $256.01 was issued on 3/**/15 resulting in a credit balance of $225.67.  A refund was processed for a refund of $225.67 on 4/**/15. [redacted]

A Verizon billing escalations representative spoke with [redacted] on 12/**/14. The rep explained that the fight was ordered from a remote control  and advised which set top box received the order. The rep also advised that records show that the program was watched. Therefore, the charges for the...

pay per view program have been sustained. At the customer's request, pay per view ability has been removed.

A Billing Specialist reviewed [redacted]'s account.  Adjustments totaling $632.51 were applied to [redacted]'s account.  Once these adjustments post to [redacted]'s account, he will receive a refund for $632.51.  I will monitor this account and follow up with [redacted] to ensure he has...

received his refund.