A Specialist was able to reach the customer on February [redacted] to discuss what happened when she renewed her bundle on January *** The Specialist spoke with the customer and she stated she didn’t request a change to her television liwhen she renewed The Specialist explained that is why her bundle rate is $when it was previously $and her discounts were expiring January **, The Specialist spoke again with the customer on February [redacted] and issued an order to change the TV package while keeping her previous rate of $ The Specialist also agreed to give an additional credit starting with the February bill till end of contract, January *, 2019, due to misinformationShe also issued a one-time bill creditAccording to our records, a [redacted] gift card was not on the Simple Order Confirmation which was sent on January [redacted] when the order was placed, there were no notes stating the gift card nor was the an offer for a gift card with a triple play with local TV
Our records show that a technician dispatched and resolved the issue We have made several attempts to contact the customer and have not been successful in reaching him A letter and email have been sent to the customer updating him
We apologize for the referral to the outside collection agencyThe account has been credited and pulled back from the outside collection agencyDeposits take 30-to be refunded to the customer's same account they used to pay the deposit
The customer sent an email to the representative because she did not understanding why her payment made on The representative explained to the customer that the payment for $covered her January and February billing statementsThe February billing statement will be prorated days on voice and days on data and video so only a portion of the payment will be applied to the 03/***billing statementThe representative explained the estimated amount of $was sent via email with her move order assuming that she paid the balance ($302.99) for her old locationOtherwise the bill would have been $($monthly payment and $set up fee)Instead it is lowered to $due to the partial credits that the customer will receive for the advanced billing from the old location
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: The employees should have told me all of that and they didn't they said I didn't have tipsy If was I the contract the employees should have advised that as well Which they didn't They should still honor it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised, Verizon has reviewed the consumers accountAccording to the consumers complaint a door to door salesman provided inaccurate information regarding Verizon’s services/billingThe consumer states she was not advised of any activation fees ,etc to be incurred for switching services to VerizonAs of Verizon has issued adjustments on the consumers account for the additional days billed and also for the [redacted] league passTotal amount adjusted is $147.85, leaving a balance owing of $The above information has been discussed with the consumerWe apologize for any inconvenience caused surrounding this matter
Verizon spoke with the customer and confirmed that we have issued three days credit to correct the service termination date to The account now shows a credit balance of $A revised final bill will generate on and a refund check will followVerizon apologizes for the inconvenience the customer experience as a result of this matter
Subsequent to the complaint, a service representative made contact with the customer who informed her service issues have become worse The representative apologized to the customer and informed the issue has been escalated and Verizon will remain in contact through to resolution At this time, Verizon continues to work to resolve the cable outage to provide a permanent a resolution to the area outage Verizon's Executive Relations office will continue to work with the customer and have an active case opened under [redacted] that will remain open until the issue is resolved Verizon will remain in contact with the customer to provide updates concerning the restoration of the cable failure
Verizon has tried on several occasions to contact [redacted] with no successCustomer's bill included [redacted] charges for [redacted] If the customer cancelled [redacted] service on as stated there would be no refund dueThe customer would have used the service for the full cycle
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 responded within minutes to Verizon's email stating this money owed had been sent to my bank I checked my bank transactions for the entire month of April and May but there are no deposits for the amount owed or from Verizon during that time period I asked them to provide the bank transaction and confirm that they had the correct bank account (I gave them the last numbers on the account for confirmation) I sent this reply at 3:10pm EST on [redacted] July I sent another reply today at 5:07pm asking for the bank transaction number so my bank could research In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
A customer service representative spoke to the customer regarding their concern The customer advised that this issue was resolved months ago and she was not sure why we were calling her
Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attention No additional information was provided by [redacted] to warrant a change in Verizon’s decision Records show service order [redacted] completed disconnecting the Verizon service Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment On closing statement date shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $ Records show on final bill date previous balance $total new charges $total amount due $Final bill date reflects total due $with no payment received Account notes show [redacted] spoke with a Verizon representative on requesting the disconnection of service advising service currently set up at new location, but failing to provide current addressIn addition, [redacted] spoke with a Verizon representative on regarding return mailersAdditional account research failed to locate any returned pieces of mail to Verizon Records show a payment of $was received on bringing the account balance to zero Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reportedIn addition, the account should reflect as paid collection on [redacted] ***’s credit report We trust this information will assist you in closing this complaint If you have any questions regarding this matter, please do not hesitate to contact me at 1/###-###-#### Thank you, Amy BVerizon Executive Customer Relations 1/###-###-####
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: Verizon has once contacted me as part of my previous inquiries before Revdex.com filing, and rejected my claimTHEN the corporate office called me, left a message, regarding the Revdex.com filingI called back times!! and EVERY time I got the typical Verizon runaround with voicemail menusStarting around 12/ [redacted] I returned calls from Dorita J [redacted] and every call said " [redacted] " Then when I try the main menu it just keeps saying to return to mailboxesSo, in summary, neither the original remedy promised by Verizon, nor this Revdex.com filing has resulted in anything but more emails In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
The case was sent to the business office for review.Records indicate the original account number was [redacted] and that the new account number is ***-###-###-#### with the correct number ###-###-####The gift card in question is showing on the profile for the account and it can take up to days to process.On 517, a specialist spoke with John, the customer's son, and explained that all billing is correct and that the gift card will be processed in his father's nameThe specialist provided her contact information if needed and the customer was satisfied with this resolution
After investigation we show that the $gift card was not on the customer's orderWe have applied a goodwill credit of $to the customer's account due to the confusionI have been unable to speak with the customerWe have sent a call me email and we will follwith her if she contacts us
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] The service technician replaced our router and installed the network extender that we purchased Our Internet speed is much improved However, there have been several times in the past week when the download speed has been only 0.5MBs again However, this can be corrected by turning the router off and on again I informed Veronica at Verizon that we will continue to monitor it.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: Again I requested a transfer if you look at my bill the HBO was renewed prior to August, so therefore should all be included with my equipment I walked over per CarlitaI am asking you to pull the call records, if you have questions call me In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 will not know until the November invoice that the credits were applied fully and correctly The rep could not provide me with any documentation from their systemUntil I have the documentation available, I would like to keep the complaint open Thank you, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 had a total of appointments with a Verizon Technician scheduled To receive an offer of a one time credit of $for the technician who failed to show up and to disregard the other previous technicians, who failed to complete the work successfully is an insult and an embarrassment to Verizon Yes the order was originally started online because that is what the Verizon representative told me to do the night before when I called to get information about the advertisement He told me I'd get the best deal if I selected what programs I wanted and saved it into my cart but not to order it but to call him back the next day and he would finalize everything and set up my installation appointment so I'm glad you brought that up I'm requesting at the minimum of a $for the failed technicians for wasted my time and emotional distress it caused my family $one time credit would be more appropriate And the credit is being applied to my account for the extender but I still was charged $for it, which they failed to mention Really if your going to point out things be sure your well informed about it otherwise you will look incompetent when you are called out on it Please check your telephone recorded and you will see I spoke with a Verizon representative the night before I placed my order the next dayAnd check my bill for the charge for the extender and that is why your offer of $is tejected and insulting for what I went through In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Good afternoon, I spoke with the claimant on 12/at around 2pmWe spoke at length of his complaint and I explained that we would not give him 100/speed for the price of 50/I advised that I spoke with the tech and he was simply stating that everyone is now getting 100/100, as in this is the speed the majority of our customers are orderingHe did not state that it would be for the same price, nor will the claimant state that the tech mentioned it was for the same priceThis misunderstanding is what led to the complaintClaimant did eventually agree to have his speed lowered to 50/in order to receive that pricingHe also requested information on if he would be refunded the cost of the Verizon router he purchased I stated I was unsure but could have my contacts find out The claimant called back about mins after our conversation and advised me that he did not want any changes on his account and that he was not satisfied with the resolutionHe would only be satisfied if I were to grant him the 100/speed for the price of 50/50, I stated that would not be doneHe will continue to pursue the complaint until he is granted a resolution he is satisfied withHe also did not want me to find out about the refund for the router, stated he would find out himself No changes have been made to the account per his requestAdditionally, our position is final in regards to granting 100/speed for the price of 50/
A Specialist was able to reach the customer on February [redacted] to discuss what happened when she renewed her bundle on January *** The Specialist spoke with the customer and she stated she didn’t request a change to her television liwhen she renewed The Specialist explained that is why her bundle rate is $when it was previously $and her discounts were expiring January **, The Specialist spoke again with the customer on February [redacted] and issued an order to change the TV package while keeping her previous rate of $ The Specialist also agreed to give an additional credit starting with the February bill till end of contract, January *, 2019, due to misinformationShe also issued a one-time bill creditAccording to our records, a [redacted] gift card was not on the Simple Order Confirmation which was sent on January [redacted] when the order was placed, there were no notes stating the gift card nor was the an offer for a gift card with a triple play with local TV
Our records show that a technician dispatched and resolved the issue We have made several attempts to contact the customer and have not been successful in reaching him A letter and email have been sent to the customer updating him
We apologize for the referral to the outside collection agencyThe account has been credited and pulled back from the outside collection agencyDeposits take 30-to be refunded to the customer's same account they used to pay the deposit
The customer sent an email to the representative because she did not understanding why her payment made on The representative explained to the customer that the payment for $covered her January and February billing statementsThe February billing statement will be prorated days on voice and days on data and video so only a portion of the payment will be applied to the 03/***billing statementThe representative explained the estimated amount of $was sent via email with her move order assuming that she paid the balance ($302.99) for her old locationOtherwise the bill would have been $($monthly payment and $set up fee)Instead it is lowered to $due to the partial credits that the customer will receive for the advanced billing from the old location
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: The employees should have told me all of that and they didn't they said I didn't have tipsy If was I the contract the employees should have advised that as well Which they didn't They should still honor it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised, Verizon has reviewed the consumers accountAccording to the consumers complaint a door to door salesman provided inaccurate information regarding Verizon’s services/billingThe consumer states she was not advised of any activation fees ,etc to be incurred for switching services to VerizonAs of Verizon has issued adjustments on the consumers account for the additional days billed and also for the [redacted] league passTotal amount adjusted is $147.85, leaving a balance owing of $The above information has been discussed with the consumerWe apologize for any inconvenience caused surrounding this matter
Verizon spoke with the customer and confirmed that we have issued three days credit to correct the service termination date to The account now shows a credit balance of $A revised final bill will generate on and a refund check will followVerizon apologizes for the inconvenience the customer experience as a result of this matter
Subsequent to the complaint, a service representative made contact with the customer who informed her service issues have become worse The representative apologized to the customer and informed the issue has been escalated and Verizon will remain in contact through to resolution At this time, Verizon continues to work to resolve the cable outage to provide a permanent a resolution to the area outage Verizon's Executive Relations office will continue to work with the customer and have an active case opened under [redacted] that will remain open until the issue is resolved Verizon will remain in contact with the customer to provide updates concerning the restoration of the cable failure
Verizon has tried on several occasions to contact [redacted] with no successCustomer's bill included [redacted] charges for [redacted] If the customer cancelled [redacted] service on as stated there would be no refund dueThe customer would have used the service for the full cycle
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 responded within minutes to Verizon's email stating this money owed had been sent to my bank I checked my bank transactions for the entire month of April and May but there are no deposits for the amount owed or from Verizon during that time period I asked them to provide the bank transaction and confirm that they had the correct bank account (I gave them the last numbers on the account for confirmation) I sent this reply at 3:10pm EST on [redacted] July I sent another reply today at 5:07pm asking for the bank transaction number so my bank could research In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
A customer service representative spoke to the customer regarding their concern The customer advised that this issue was resolved months ago and she was not sure why we were calling her
Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attention No additional information was provided by [redacted] to warrant a change in Verizon’s decision Records show service order [redacted] completed disconnecting the Verizon service Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment On closing statement date shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $ Records show on final bill date previous balance $total new charges $total amount due $Final bill date reflects total due $with no payment received Account notes show [redacted] spoke with a Verizon representative on requesting the disconnection of service advising service currently set up at new location, but failing to provide current addressIn addition, [redacted] spoke with a Verizon representative on regarding return mailersAdditional account research failed to locate any returned pieces of mail to Verizon Records show a payment of $was received on bringing the account balance to zero Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reportedIn addition, the account should reflect as paid collection on [redacted] ***’s credit report We trust this information will assist you in closing this complaint If you have any questions regarding this matter, please do not hesitate to contact me at 1/###-###-#### Thank you, Amy BVerizon Executive Customer Relations 1/###-###-####
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: Verizon has once contacted me as part of my previous inquiries before Revdex.com filing, and rejected my claimTHEN the corporate office called me, left a message, regarding the Revdex.com filingI called back times!! and EVERY time I got the typical Verizon runaround with voicemail menusStarting around 12/ [redacted] I returned calls from Dorita J [redacted] and every call said " [redacted] " Then when I try the main menu it just keeps saying to return to mailboxesSo, in summary, neither the original remedy promised by Verizon, nor this Revdex.com filing has resulted in anything but more emails In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
The case was sent to the business office for review.Records indicate the original account number was [redacted] and that the new account number is ***-###-###-#### with the correct number ###-###-####The gift card in question is showing on the profile for the account and it can take up to days to process.On 517, a specialist spoke with John, the customer's son, and explained that all billing is correct and that the gift card will be processed in his father's nameThe specialist provided her contact information if needed and the customer was satisfied with this resolution
After investigation we show that the $gift card was not on the customer's orderWe have applied a goodwill credit of $to the customer's account due to the confusionI have been unable to speak with the customerWe have sent a call me email and we will follwith her if she contacts us
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] The service technician replaced our router and installed the network extender that we purchased Our Internet speed is much improved However, there have been several times in the past week when the download speed has been only 0.5MBs again However, this can be corrected by turning the router off and on again I informed Veronica at Verizon that we will continue to monitor it.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: Again I requested a transfer if you look at my bill the HBO was renewed prior to August, so therefore should all be included with my equipment I walked over per CarlitaI am asking you to pull the call records, if you have questions call me In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 will not know until the November invoice that the credits were applied fully and correctly The rep could not provide me with any documentation from their systemUntil I have the documentation available, I would like to keep the complaint open Thank you, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 had a total of appointments with a Verizon Technician scheduled To receive an offer of a one time credit of $for the technician who failed to show up and to disregard the other previous technicians, who failed to complete the work successfully is an insult and an embarrassment to Verizon Yes the order was originally started online because that is what the Verizon representative told me to do the night before when I called to get information about the advertisement He told me I'd get the best deal if I selected what programs I wanted and saved it into my cart but not to order it but to call him back the next day and he would finalize everything and set up my installation appointment so I'm glad you brought that up I'm requesting at the minimum of a $for the failed technicians for wasted my time and emotional distress it caused my family $one time credit would be more appropriate And the credit is being applied to my account for the extender but I still was charged $for it, which they failed to mention Really if your going to point out things be sure your well informed about it otherwise you will look incompetent when you are called out on it Please check your telephone recorded and you will see I spoke with a Verizon representative the night before I placed my order the next dayAnd check my bill for the charge for the extender and that is why your offer of $is tejected and insulting for what I went through In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Good afternoon, I spoke with the claimant on 12/at around 2pmWe spoke at length of his complaint and I explained that we would not give him 100/speed for the price of 50/I advised that I spoke with the tech and he was simply stating that everyone is now getting 100/100, as in this is the speed the majority of our customers are orderingHe did not state that it would be for the same price, nor will the claimant state that the tech mentioned it was for the same priceThis misunderstanding is what led to the complaintClaimant did eventually agree to have his speed lowered to 50/in order to receive that pricingHe also requested information on if he would be refunded the cost of the Verizon router he purchased I stated I was unsure but could have my contacts find out The claimant called back about mins after our conversation and advised me that he did not want any changes on his account and that he was not satisfied with the resolutionHe would only be satisfied if I were to grant him the 100/speed for the price of 50/50, I stated that would not be doneHe will continue to pursue the complaint until he is granted a resolution he is satisfied withHe also did not want me to find out about the refund for the router, stated he would find out himself No changes have been made to the account per his requestAdditionally, our position is final in regards to granting 100/speed for the price of 50/