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 failed to notify us of life line status being droppedVerizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approvedHowever, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approvalTo now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptableBusiness does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaintIf I were not told months and months by customer service agents to keep waiting and call back after 6-weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last months while being told lies by customer service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
A customer service representative reviewed the customer's concerns and issued a $monthly discount for months The customer's bill should be approximately $per month with this discount The discount should be on the billWe have been unable to speak with the customer directly but a detailed message was left on his voice mail and a letter sent updating the customer An email will also be sent to the customer with this information
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 recurring credit of $starting with the February bill till the end of the contract, January *, 2019, due to the misinformationShe also issued a one-time bill credit of $in place of the gift cardAccording 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 there an offer for a gift card with a triple play with Local TV
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 resolvedYou have no proof, as it is not the first time we called to fix overcharges on our billWe knew we were moving out of stateWe on houses & one car outright & no longer need credit so you can take your collections bill & shove it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
On 118, Verizon Appeals Billing Representative spoke with [redacted] *** [redacted] wanted confirmation that Verizon will honor his contract expiration date of He stated he spoke with a supervisor on and was advised Verizon will honor that dateThe supervisor spoke with [redacted] who was calling about a change in his contract, he saw online that his contract terms extended until 11/when he never rebundled or changed his terms The account records reflect on 1117, [redacted] did upgrade his service to 75/for same price keeping same contract terms The customer did not keep the 75/however and never rebundled into a new contract The customer was advised that Verizon would cancel the new contract at the end of original contract discounts which is 09/The customer was advised he can cancel services after without an Early Termination Fee
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’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund 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: [Your Answer Here] Verizon still does not want to honor the price they quotedI understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistakeI am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitchInstead, I have to complain several times to get any movement from their endI did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for monthsI still have months left on the agreement and that means that I will have to pay more for the last monthsThis is quoted from the activity notification message:"You've requested the following changes in your servicesBelow is an estimate of your Monthly Charges and first bill with these changesNew Valued Customer $for Months"I also received a phone message with a request for a call backI called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these timesI am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will)I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditionsThis is not the way to make customers happy 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: the business continues to reject any involvement even though only equipment connected to Verizon devices were damagedItems connected to the same wall outlet but not Verizon suffered no damage [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Verizon will waive activation fee of 80.00, customer will get a final bill with in daysAs for the credit inquiry Verizon only do soft inquiriesCustomer should call credit agency and dispute
Verizon has reviewed it records regarding [redacted] service The maximum high speed internet service available at [redacted] location is *5/* Verizon has documented [redacted] concerns and this information has been forwarded to the proper management team for further internal review Verizon has spoken with [redacted] and advised of this information [redacted] has confirmed his service is working properly.We trust this information will help to resolve [redacted] concerns
A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment Our records do not show there is any equipment that needs to be returned
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOur representative spoke with the customer's daughter who verified the accountThe representative resolved the on-line issue with the customer's daughter
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 was NEVER informed by Verizon that I would not be entitled to additional reward points In fact, they stated that they would be returning my call and NEVER did In addition to asking for additional reward points due to the inconvenience and delay and numerous back and forth communications because of Verizon; I originally was asking to be compensated via reward points for the actual money I had to pay for movies because they did not originally give me my entitled reward points I had to pay for numerous movies because they did not provide me with my reward points I am extremely frustrated that I have to keep going back and forth with this company and have lost time from work and money as a result of their incompetence I expect them to make good on this and reward me points for my monetary losses in addition to the inconveniences I am still experiencing In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Records show the consumer filed a similar complaint with the FCCPlease be advised, Verizon's technical support team made contact with the consumer regarding his internet speed troubles Verizon has confirmed that the network profiles are correct Verizon has also monitored the account, speed tests were performed with good results showing (speed testing at [redacted] ) Verizon has found that the speed tests the consumer ran were completed using WiFIVerizon does not guarantee WiFi speedsWith the equipment that the consumer has, Verizon has the ability to ensure the consumer is receiving the correct speeds to his router when connected directly to the router (hardwired)Verizon has requested that the consumer make contact with us (###-###-####) during the time he is experiencing the slow speeds so that technical support can assist further
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 Revdex.com advisor assigned to this complaint recommended that I check the box, ‘reject business response’ and then explain why The complaint remains unresolved for these reasons: A representative from Verizon’s Executive Response Team responded quickly to my complaint and spoke with me by telephone on July ** She made an adjustment of $on my bill [July [redacted] bill date, due Aug **] and told me the amount to send Verizon for that bill However, she indicated that billing issues going forward are not yet resolved She promised to review my August [redacted] bill date, and she made an appointment with me for a folltelephone call on Aug [redacted] to discuss the next bill She gave me a phone number to contact her when needed about this issue, however, I have left voice messages and have not had a response Perhaps she is on vacation The statement in the Revdex.com ‘message from business’ that a recurring credit of $was associated with my previous bundle of Prime triple play and that credit expired, is incorrect; there was no such credit associated with that bundle During my discussion in April with a Verizon agent to redo my bundle (the Prime bundle contract would expire shortly), the agent offered two recurring monthly credits of $and $for the duration of the new Extreme bundle agreement and that my monthly bill charge would be very close to that of my previous bundle I agreed to the new bundle based on those promises The Executive Response ‘rep’ with whom I spoke on July [redacted] to resolve the Revdex.com complaint told me that I would now receive those promised recurring credits, a verbal response to which I am satisfied However, the way the Revdex.com ‘message from business’ is written suggests that the $credit was for June and is not a recurring credit I would like Verizon to stipulate in writing, both as part of the ‘message from business’ and as an email to me, that the credits of $and $will recur monthly for the remaining duration of my current bundle 2-year agreement In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Upon receipt of this complaint we made multiple attempts to contact customer The voicemail has been full since day of receipt on 1-**- If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####
A Specialist was able to reach the customer on December **, to discuss his bill The Specialist issued eight credits one for each bill since March that was above the promised monthly recurring charge of $ The total credit came to $and the adjustment should be reflected on the December [redacted] billThe Specialist advised the customer that he would follow up each month up to and including the March **, bill to issue the credit to bring the monthly recurring charge to $The customer was satisfied with the resolution
Our investigation determined that the services were activated on March *, - FIOS digital voice with internet & TV and HBO for $per monthThe service was terminated at the customer's request on September **, when customer informed that he was moving south and wanted the services terminatedWe provided and billed the $monthly charge for the HBO for all monthsThe HBO was apparently suppose to be provided for months at no chargeIn order to honor the offer it required us to manually adjust the monthly charges The monthly rate totaled $with taxes and surchargesWe had issued did find credits of $(months) on the July bill; $credit on the August bill; $credit on the September bill for the HBO chargesIn addition to the $prorated credit provided on the October bill (total credit $103.05)In November the customer was billed for an unreturned STB but then the charge of $was adjusted on July *, when we processed the return of the equipmentOn September *, we issued additional credit of $to the accountThe credit was to provide full credit of the HBO monthly charge for the months of serviceOnce the credit processes the final bill balance is $ We sincerely apologize for the problems encountered and appreciate this being brought to our attention
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit The Specialist stated the reason for the call and left his contact information As of today we have not heard from the customer.According to our records, this is a multi-dwelling unitVerizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completelyThere are coax lines that are not buried and they won't be buriedThe technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cableWhen we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unitThe new management company at complex will not allow them to move forward with original plans as old management company An order must be initiated for customer to upgrade
Subsequent to the complaint, a Verizon representative made contact with the customer who resolved the customer’s billing concerns The customer agreed to a new contract for $50/internet Extreme HD (HBO/Showtime) FIOS Digital Voice bundle The representative removed Sports and Showtime/Starz Package and added a $4.00/month local exchange credit offer The customer inquired about the previous offer of $10.00/months; of which, the customer was informed due to the offered discount for contracted services, the account does not qualify for the $10.00/month discount The effective date of change is September **, The customer was informed the bill date is the [redacted] of each month, with an estimated bill amount is $ The customer was informed she will receive a prorated credit on the October *, bill statement; due to changes being made after the September *, bill date The customer is satisfied
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 failed to notify us of life line status being droppedVerizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approvedHowever, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approvalTo now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptableBusiness does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaintIf I were not told months and months by customer service agents to keep waiting and call back after 6-weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last months while being told lies by customer service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
A customer service representative reviewed the customer's concerns and issued a $monthly discount for months The customer's bill should be approximately $per month with this discount The discount should be on the billWe have been unable to speak with the customer directly but a detailed message was left on his voice mail and a letter sent updating the customer An email will also be sent to the customer with this information
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 recurring credit of $starting with the February bill till the end of the contract, January *, 2019, due to the misinformationShe also issued a one-time bill credit of $in place of the gift cardAccording 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 there an offer for a gift card with a triple play with Local TV
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 resolvedYou have no proof, as it is not the first time we called to fix overcharges on our billWe knew we were moving out of stateWe on houses & one car outright & no longer need credit so you can take your collections bill & shove it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
On 118, Verizon Appeals Billing Representative spoke with [redacted] *** [redacted] wanted confirmation that Verizon will honor his contract expiration date of He stated he spoke with a supervisor on and was advised Verizon will honor that dateThe supervisor spoke with [redacted] who was calling about a change in his contract, he saw online that his contract terms extended until 11/when he never rebundled or changed his terms The account records reflect on 1117, [redacted] did upgrade his service to 75/for same price keeping same contract terms The customer did not keep the 75/however and never rebundled into a new contract The customer was advised that Verizon would cancel the new contract at the end of original contract discounts which is 09/The customer was advised he can cancel services after without an Early Termination Fee
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’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund 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: [Your Answer Here] Verizon still does not want to honor the price they quotedI understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistakeI am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitchInstead, I have to complain several times to get any movement from their endI did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for monthsI still have months left on the agreement and that means that I will have to pay more for the last monthsThis is quoted from the activity notification message:"You've requested the following changes in your servicesBelow is an estimate of your Monthly Charges and first bill with these changesNew Valued Customer $for Months"I also received a phone message with a request for a call backI called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these timesI am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will)I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditionsThis is not the way to make customers happy 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: the business continues to reject any involvement even though only equipment connected to Verizon devices were damagedItems connected to the same wall outlet but not Verizon suffered no damage [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Verizon will waive activation fee of 80.00, customer will get a final bill with in daysAs for the credit inquiry Verizon only do soft inquiriesCustomer should call credit agency and dispute
Verizon has reviewed it records regarding [redacted] service The maximum high speed internet service available at [redacted] location is *5/* Verizon has documented [redacted] concerns and this information has been forwarded to the proper management team for further internal review Verizon has spoken with [redacted] and advised of this information [redacted] has confirmed his service is working properly.We trust this information will help to resolve [redacted] concerns
A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment Our records do not show there is any equipment that needs to be returned
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOur representative spoke with the customer's daughter who verified the accountThe representative resolved the on-line issue with the customer's daughter
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 was NEVER informed by Verizon that I would not be entitled to additional reward points In fact, they stated that they would be returning my call and NEVER did In addition to asking for additional reward points due to the inconvenience and delay and numerous back and forth communications because of Verizon; I originally was asking to be compensated via reward points for the actual money I had to pay for movies because they did not originally give me my entitled reward points I had to pay for numerous movies because they did not provide me with my reward points I am extremely frustrated that I have to keep going back and forth with this company and have lost time from work and money as a result of their incompetence I expect them to make good on this and reward me points for my monetary losses in addition to the inconveniences I am still experiencing In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Records show the consumer filed a similar complaint with the FCCPlease be advised, Verizon's technical support team made contact with the consumer regarding his internet speed troubles Verizon has confirmed that the network profiles are correct Verizon has also monitored the account, speed tests were performed with good results showing (speed testing at [redacted] ) Verizon has found that the speed tests the consumer ran were completed using WiFIVerizon does not guarantee WiFi speedsWith the equipment that the consumer has, Verizon has the ability to ensure the consumer is receiving the correct speeds to his router when connected directly to the router (hardwired)Verizon has requested that the consumer make contact with us (###-###-####) during the time he is experiencing the slow speeds so that technical support can assist further
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 Revdex.com advisor assigned to this complaint recommended that I check the box, ‘reject business response’ and then explain why The complaint remains unresolved for these reasons: A representative from Verizon’s Executive Response Team responded quickly to my complaint and spoke with me by telephone on July ** She made an adjustment of $on my bill [July [redacted] bill date, due Aug **] and told me the amount to send Verizon for that bill However, she indicated that billing issues going forward are not yet resolved She promised to review my August [redacted] bill date, and she made an appointment with me for a folltelephone call on Aug [redacted] to discuss the next bill She gave me a phone number to contact her when needed about this issue, however, I have left voice messages and have not had a response Perhaps she is on vacation The statement in the Revdex.com ‘message from business’ that a recurring credit of $was associated with my previous bundle of Prime triple play and that credit expired, is incorrect; there was no such credit associated with that bundle During my discussion in April with a Verizon agent to redo my bundle (the Prime bundle contract would expire shortly), the agent offered two recurring monthly credits of $and $for the duration of the new Extreme bundle agreement and that my monthly bill charge would be very close to that of my previous bundle I agreed to the new bundle based on those promises The Executive Response ‘rep’ with whom I spoke on July [redacted] to resolve the Revdex.com complaint told me that I would now receive those promised recurring credits, a verbal response to which I am satisfied However, the way the Revdex.com ‘message from business’ is written suggests that the $credit was for June and is not a recurring credit I would like Verizon to stipulate in writing, both as part of the ‘message from business’ and as an email to me, that the credits of $and $will recur monthly for the remaining duration of my current bundle 2-year agreement In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Upon receipt of this complaint we made multiple attempts to contact customer The voicemail has been full since day of receipt on 1-**- If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####
A Specialist was able to reach the customer on December **, to discuss his bill The Specialist issued eight credits one for each bill since March that was above the promised monthly recurring charge of $ The total credit came to $and the adjustment should be reflected on the December [redacted] billThe Specialist advised the customer that he would follow up each month up to and including the March **, bill to issue the credit to bring the monthly recurring charge to $The customer was satisfied with the resolution
Our investigation determined that the services were activated on March *, - FIOS digital voice with internet & TV and HBO for $per monthThe service was terminated at the customer's request on September **, when customer informed that he was moving south and wanted the services terminatedWe provided and billed the $monthly charge for the HBO for all monthsThe HBO was apparently suppose to be provided for months at no chargeIn order to honor the offer it required us to manually adjust the monthly charges The monthly rate totaled $with taxes and surchargesWe had issued did find credits of $(months) on the July bill; $credit on the August bill; $credit on the September bill for the HBO chargesIn addition to the $prorated credit provided on the October bill (total credit $103.05)In November the customer was billed for an unreturned STB but then the charge of $was adjusted on July *, when we processed the return of the equipmentOn September *, we issued additional credit of $to the accountThe credit was to provide full credit of the HBO monthly charge for the months of serviceOnce the credit processes the final bill balance is $ We sincerely apologize for the problems encountered and appreciate this being brought to our attention
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit The Specialist stated the reason for the call and left his contact information As of today we have not heard from the customer.According to our records, this is a multi-dwelling unitVerizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completelyThere are coax lines that are not buried and they won't be buriedThe technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cableWhen we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unitThe new management company at complex will not allow them to move forward with original plans as old management company An order must be initiated for customer to upgrade
Subsequent to the complaint, a Verizon representative made contact with the customer who resolved the customer’s billing concerns The customer agreed to a new contract for $50/internet Extreme HD (HBO/Showtime) FIOS Digital Voice bundle The representative removed Sports and Showtime/Starz Package and added a $4.00/month local exchange credit offer The customer inquired about the previous offer of $10.00/months; of which, the customer was informed due to the offered discount for contracted services, the account does not qualify for the $10.00/month discount The effective date of change is September **, The customer was informed the bill date is the [redacted] of each month, with an estimated bill amount is $ The customer was informed she will receive a prorated credit on the October *, bill statement; due to changes being made after the September *, bill date The customer is satisfied