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 called on April [redacted] at pm and the representative had me on hold for minutes trying to reach someone for the tech dept to set up an appointment for me, I gave him two dates and a time frame of hours, when I was available for the tech to come out, I never received a call back I called April [redacted] at 6pm and same outcome on hold for minutes and unable to set up an appointment I called again on April *** and same outcome on hold for minutes and unable to set up an appointment, this representative stated because of the strike, scheduling appointments has been a challenge So I informed him I would call back to schedule an appointment after the strike The only other call I received from Verizon was April *** ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about an outage that affected her service subsequent to a recent restoralUpon review, Verizon apologized for the inconvenience and advised we would reviewSubsequently, Verizon scheduled a technician visit for between a.m- p.mOur Verizon technician who visited the location advised services were now workingVerizon then referred this matter to our Customer Service departmentCustomer service issued an adjustment stemming from through in the amount of $This out of service credit will appear no later than the 07/28/billing statementFurthermore, I have left my number with [redacted] should she have any additional questions or concerns
Initial Business Response / [redacted] (1000, 6, 2015/05/26) */ CONFIDENTIAL COMMUNICATION May 26, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry that we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit AccountWe want to ensure Mr [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance As a reminder to Mr [redacted] , the above referenced account is a revolving credit accountAs such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the nextThe interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month Mr [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioningThis information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage Thank you for allowing us to assist and explain Sincerely, [redacted] Executive Care Team VF/bw
On 1115, a Verizon customer service representative discussed the account with the customer The representative explained to the customer that under her old plan the rate was $and this plan included a $monthly bundle discount until The representative advised that monthly rate on the new plan is $less a $monthly bundle discount for months The representative also offered the customer a new plan and a $courtesy credit should she accept the offer The customer accepted a new offer and was issued a $courtesy credit to the account [redacted] advised the issue was resolvedWe apologize for the inconvenience this issue has caused
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 have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined From my discussion with the company representative, I believe the resolution will be satisfactory Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Customer is disputing being billed an early termination fee on a former accountCannot locate the former account referenced in complaint The customer did not provide an account number for the account being disputed Attempted to contact the customer without success The customer has not svoicemail on the provide contact number and no messages can be left A letter has been mailed to the customer advising of such
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 executive who called was not even aware of the change to VODShe had to call back the following week because she said she had to get to TV to see what I was talking about She is stating that the customer has to pay to watch a network tv show on demand I already pay for cable, a ridiculous amoiuntThere is no rhyme or reason for the random channels they choose to charge for nor is there a listing of what channela they charge forWhy am I oaying to watch an abc show? I pay for cable that has ABC Why do I have to pay again to watch to watch the rerun of a show? Again no notice to customers of the change in the disply of the VOD screen/format and no notice that oh now we are going to charge you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We spoke with the customer on June **, to apologize for the problems and agreed to honor the original rate/offer quoted to the customerWe appreciate the customer bringing this to our attention
In accordance with our investigation, it was confirmed that the customer was billed a $restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored We issued a credit adjustment of $The final bill was rendered in the amount of $With the credit, it now has credit balance of $which will be refunded in approximately thirty daysVerizon apologizes for any inconvenience the customer experienced as a result of this matter
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 sent us an email saying we would be contacted within one business day of May ** by the Verizon Executive Relations teamWe were contacted on May [redacted] and May **...not within one business day/ By then, we were so disgusted trying to expedite a solution to our problem that we decided not call back in a timely mannerWhy should we have? After half a month of waiting for techs who never showed up and our work tickets being cancelled, a private contractor sent out to our unit by Verizon finally told us Verizon would not bury the line! Then when we tried to figure out on our own how to order an upgrade, Verizon bumped the price from $a month to $a month after my son clicked a link to turn down $because he wanted to see other optionsThen the customer service representatives with whom he chatted could not pull up any options on their end so he could negotiate a dealWhy should we believe Doug from the Verizon Executive Relations Team will handle this any better? In short, we would like to upgrade our unit to single dwelling equipment...if we can pay the same or less than what we have been paying for multidwelling service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to our records the Starz High Definition (HD) problem is a known issue where the provider themselves (Starz) is only providing Standard Definition Video on Demand content at this timeAt this time, Verizon has not been apprised as to when Starz will reinstate High Definition contentVerizon has reported this matter to StarzA Verizon representative spoke with [redacted] whom confirmed the show “The Knick” is back up and running successfullyWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, [redacted] Verizon SW Executive Relations
We do agree with the customer and advised him that we can't stop the billing but we will follow up on the first bill and credit the first installment of $and then stop the 2nd & 3rd installment billings Case closed
A Verizon representative spoke with [redacted] Her current Verizon final bill is showing as $51.16 due. The representative sent copies of the May, June and July 2015 bills for [redacted] to review the billing and payments applied. Attempts to contact [redacted] to review the bills with her have... been unsuccessful. We will follow up to try to contact [redacted] to review the bills and answer any questions.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about... the life of the backup battery for the ONT. According to our records, there wasn’t an option for a $69.99 bundle for life. [redacted] was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and [redacted] was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace [redacted] ***’s current backup battery.
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention Maria expressed concern regarding the change requested for her Verizon Internet and TV servicesResearch found there was a system issue with the original orderSeveral representatives attempted to correct the trouble and replace the original orderUnfortunately, it required the help from the Provisioning Repair team We verified on March ***, the trouble was cleared and a Verizon representative was able to complete order The account shows her TV has been removed and credit give back to She received credits totaling $on March *** The system shows her FiOS 75/Internet speed is $for months 1-and $for months 13-
Our investigation found the customer subscribed to phone (###-###-####), internet and Direct TV bundled packageThe customer terminated phone and internet on The customer was being joint billed by Verizon for the DIRECTV Services Verizon receives the charges and puts them on our bill during the next cycle So we billed for their DIRECTV Bill Cycle of 2/ [redacted] to 3/ [redacted] on Verizon's February [redacted] Bill The customer decided to unbundle his bill with Verizon and become direct billed with DIRECTV in March The customer thinks that he was billed twice but in reality he received our Verizon bill for his DIRECTV Services from the prior bill cycle very closely to the DIRECTV bill for the next bill cycle We paid DIRECTV for the billing of services on for services provided from to The customer did not receive any bill from Direct TV for this time periodThese charges were paid by the customer to Verizon via credit card with the payment of $posting on March **, DIRECTV billed this customer directly for the next bill cycle 3/ [redacted] - 4/ [redacted] on March ** ($116.79)and he paid that bill on April [redacted] to DIRECTV The customer then disputed the payment of $made to Verizon with his credit card companyThe credit card company reversed the payment to usThe account was debited for the $The customer therefore owes Verizon the $for the charges from to as we paid his Direct TV bill for him He went to collections for not paying this amount The customer filed appeals with our Presidential Appeals office and Executive Relations office where in numerous emails we have demonstrated that he owed this amount to Verizon DIRECTV is not part of this complaint They are whole with respect to the account They have shown proof that they did not double bill nor receive any recourse from Verizon to bill the customer for us The issue is collecting the money from this customer for the money he reversed with his credit card companyWe have no record or taped recorded call where we informed that customer that he did not owe us these charges
The billing dispute with [redacted] was resolved on It has been verified that service did not work, charges on account were to be reversed completely when disconnected but due to billing error the reversal never occurredThe company has issued all adjustments on the account which now reflects a zero balance This was discussed with [redacted] and he was satisfied with resolution
Verizon's investigation found that [redacted] email address [redacted] is not associated with his landlord's internet accountActivity on the landlord's account would not affect his email addressAs long as [redacted] is able to access the internet he should be able to access his emailVerizon technical support advised that the only way the email would be "blocked/locked" would be unsuccessful attempts entering an incorrect passwordIf there is a password qualification change and [redacted] password does not meet the qualification he would have to change the passwordThe technical support team reports that there is currently no issue with [redacted] email addressThey don't see any reason the email would be blocked/locked other than the two reasons noted aboveIf the email account is dormant for months of inactivity, the address could be terminatedThe tech support team is unable to investigate any further unless the account becomes blocked/lockedIf that should happen again [redacted] should contact [redacted] Verizon for further investigation
Verizon contacted the customer and explained that when she placed her service order, she chose the option of more billing discounts versus the gift card optionShe is receiving $in discounts for monthsThis option made her ineligible for the gift cardVerizon’s Fiber Solutions Center made multiple attempts to reach the customer to address her issue with slow Data speedThe remote speed tests showed the customer is getting 100% of download and 110% of upload speedsBecause the technicians were unable to reach the customer, multiple detailed messages were left advising that because she is in an apartment, and probably several of other people in her building have internet, she is likely experiencing interferenceInstructions were provided on how to test a higher speed router, and it was explained what Verizon guarantees as far as wired and wireless services are concernedWireless internet can't be guaranteed and it's in the terms of service contractVerizon also changed the wireless channel in an effort to avoid some of the interference of other tenants in the buildingThe customer may also use the WiFi analyzer or download the In-home agent and use the WiFi connection wizardVerizon apologizes for any inconvenience the customer has experienced as a result of these mattersTell us why here
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 called on April [redacted] at pm and the representative had me on hold for minutes trying to reach someone for the tech dept to set up an appointment for me, I gave him two dates and a time frame of hours, when I was available for the tech to come out, I never received a call back I called April [redacted] at 6pm and same outcome on hold for minutes and unable to set up an appointment I called again on April *** and same outcome on hold for minutes and unable to set up an appointment, this representative stated because of the strike, scheduling appointments has been a challenge So I informed him I would call back to schedule an appointment after the strike The only other call I received from Verizon was April *** ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about an outage that affected her service subsequent to a recent restoralUpon review, Verizon apologized for the inconvenience and advised we would reviewSubsequently, Verizon scheduled a technician visit for between a.m- p.mOur Verizon technician who visited the location advised services were now workingVerizon then referred this matter to our Customer Service departmentCustomer service issued an adjustment stemming from through in the amount of $This out of service credit will appear no later than the 07/28/billing statementFurthermore, I have left my number with [redacted] should she have any additional questions or concerns
Initial Business Response / [redacted] (1000, 6, 2015/05/26) */ CONFIDENTIAL COMMUNICATION May 26, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry that we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit AccountWe want to ensure Mr [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance As a reminder to Mr [redacted] , the above referenced account is a revolving credit accountAs such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the nextThe interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month Mr [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioningThis information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage Thank you for allowing us to assist and explain Sincerely, [redacted] Executive Care Team VF/bw
On 1115, a Verizon customer service representative discussed the account with the customer The representative explained to the customer that under her old plan the rate was $and this plan included a $monthly bundle discount until The representative advised that monthly rate on the new plan is $less a $monthly bundle discount for months The representative also offered the customer a new plan and a $courtesy credit should she accept the offer The customer accepted a new offer and was issued a $courtesy credit to the account [redacted] advised the issue was resolvedWe apologize for the inconvenience this issue has caused
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 have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined From my discussion with the company representative, I believe the resolution will be satisfactory Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Customer is disputing being billed an early termination fee on a former accountCannot locate the former account referenced in complaint The customer did not provide an account number for the account being disputed Attempted to contact the customer without success The customer has not svoicemail on the provide contact number and no messages can be left A letter has been mailed to the customer advising of such
We were able to offer customer a furthered discounted rate for months which was accepted
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 executive who called was not even aware of the change to VODShe had to call back the following week because she said she had to get to TV to see what I was talking about She is stating that the customer has to pay to watch a network tv show on demand I already pay for cable, a ridiculous amoiuntThere is no rhyme or reason for the random channels they choose to charge for nor is there a listing of what channela they charge forWhy am I oaying to watch an abc show? I pay for cable that has ABC Why do I have to pay again to watch to watch the rerun of a show? Again no notice to customers of the change in the disply of the VOD screen/format and no notice that oh now we are going to charge you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We spoke with the customer on June **, to apologize for the problems and agreed to honor the original rate/offer quoted to the customerWe appreciate the customer bringing this to our attention
In accordance with our investigation, it was confirmed that the customer was billed a $restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored We issued a credit adjustment of $The final bill was rendered in the amount of $With the credit, it now has credit balance of $which will be refunded in approximately thirty daysVerizon apologizes for any inconvenience the customer experienced as a result of this matter
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 sent us an email saying we would be contacted within one business day of May ** by the Verizon Executive Relations teamWe were contacted on May [redacted] and May **...not within one business day/ By then, we were so disgusted trying to expedite a solution to our problem that we decided not call back in a timely mannerWhy should we have? After half a month of waiting for techs who never showed up and our work tickets being cancelled, a private contractor sent out to our unit by Verizon finally told us Verizon would not bury the line! Then when we tried to figure out on our own how to order an upgrade, Verizon bumped the price from $a month to $a month after my son clicked a link to turn down $because he wanted to see other optionsThen the customer service representatives with whom he chatted could not pull up any options on their end so he could negotiate a dealWhy should we believe Doug from the Verizon Executive Relations Team will handle this any better? In short, we would like to upgrade our unit to single dwelling equipment...if we can pay the same or less than what we have been paying for multidwelling service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to our records the Starz High Definition (HD) problem is a known issue where the provider themselves (Starz) is only providing Standard Definition Video on Demand content at this timeAt this time, Verizon has not been apprised as to when Starz will reinstate High Definition contentVerizon has reported this matter to StarzA Verizon representative spoke with [redacted] whom confirmed the show “The Knick” is back up and running successfullyWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, [redacted] Verizon SW Executive Relations
We do agree with the customer and advised him that we can't stop the billing but we will follow up on the first bill and credit the first installment of $and then stop the 2nd & 3rd installment billings Case closed
A Verizon representative spoke with [redacted] Her current Verizon final bill is showing as $51.16 due. The representative sent copies of the May, June and July 2015 bills for [redacted] to review the billing and payments applied. Attempts to contact [redacted] to review the bills with her have... been unsuccessful. We will follow up to try to contact [redacted] to review the bills and answer any questions.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about... the life of the backup battery for the ONT. According to our records, there wasn’t an option for a $69.99 bundle for life. [redacted] was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and [redacted] was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace [redacted] ***’s current backup battery.
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention Maria expressed concern regarding the change requested for her Verizon Internet and TV servicesResearch found there was a system issue with the original orderSeveral representatives attempted to correct the trouble and replace the original orderUnfortunately, it required the help from the Provisioning Repair team We verified on March ***, the trouble was cleared and a Verizon representative was able to complete order The account shows her TV has been removed and credit give back to She received credits totaling $on March *** The system shows her FiOS 75/Internet speed is $for months 1-and $for months 13-
Our investigation found the customer subscribed to phone (###-###-####), internet and Direct TV bundled packageThe customer terminated phone and internet on The customer was being joint billed by Verizon for the DIRECTV Services Verizon receives the charges and puts them on our bill during the next cycle So we billed for their DIRECTV Bill Cycle of 2/ [redacted] to 3/ [redacted] on Verizon's February [redacted] Bill The customer decided to unbundle his bill with Verizon and become direct billed with DIRECTV in March The customer thinks that he was billed twice but in reality he received our Verizon bill for his DIRECTV Services from the prior bill cycle very closely to the DIRECTV bill for the next bill cycle We paid DIRECTV for the billing of services on for services provided from to The customer did not receive any bill from Direct TV for this time periodThese charges were paid by the customer to Verizon via credit card with the payment of $posting on March **, DIRECTV billed this customer directly for the next bill cycle 3/ [redacted] - 4/ [redacted] on March ** ($116.79)and he paid that bill on April [redacted] to DIRECTV The customer then disputed the payment of $made to Verizon with his credit card companyThe credit card company reversed the payment to usThe account was debited for the $The customer therefore owes Verizon the $for the charges from to as we paid his Direct TV bill for him He went to collections for not paying this amount The customer filed appeals with our Presidential Appeals office and Executive Relations office where in numerous emails we have demonstrated that he owed this amount to Verizon DIRECTV is not part of this complaint They are whole with respect to the account They have shown proof that they did not double bill nor receive any recourse from Verizon to bill the customer for us The issue is collecting the money from this customer for the money he reversed with his credit card companyWe have no record or taped recorded call where we informed that customer that he did not owe us these charges
The billing dispute with [redacted] was resolved on It has been verified that service did not work, charges on account were to be reversed completely when disconnected but due to billing error the reversal never occurredThe company has issued all adjustments on the account which now reflects a zero balance This was discussed with [redacted] and he was satisfied with resolution
Verizon's investigation found that [redacted] email address [redacted] is not associated with his landlord's internet accountActivity on the landlord's account would not affect his email addressAs long as [redacted] is able to access the internet he should be able to access his emailVerizon technical support advised that the only way the email would be "blocked/locked" would be unsuccessful attempts entering an incorrect passwordIf there is a password qualification change and [redacted] password does not meet the qualification he would have to change the passwordThe technical support team reports that there is currently no issue with [redacted] email addressThey don't see any reason the email would be blocked/locked other than the two reasons noted aboveIf the email account is dormant for months of inactivity, the address could be terminatedThe tech support team is unable to investigate any further unless the account becomes blocked/lockedIf that should happen again [redacted] should contact [redacted] Verizon for further investigation
Verizon contacted the customer and explained that when she placed her service order, she chose the option of more billing discounts versus the gift card optionShe is receiving $in discounts for monthsThis option made her ineligible for the gift cardVerizon’s Fiber Solutions Center made multiple attempts to reach the customer to address her issue with slow Data speedThe remote speed tests showed the customer is getting 100% of download and 110% of upload speedsBecause the technicians were unable to reach the customer, multiple detailed messages were left advising that because she is in an apartment, and probably several of other people in her building have internet, she is likely experiencing interferenceInstructions were provided on how to test a higher speed router, and it was explained what Verizon guarantees as far as wired and wireless services are concernedWireless internet can't be guaranteed and it's in the terms of service contractVerizon also changed the wireless channel in an effort to avoid some of the interference of other tenants in the buildingThe customer may also use the WiFi analyzer or download the In-home agent and use the WiFi connection wizardVerizon apologizes for any inconvenience the customer has experienced as a result of these mattersTell us why here