Verizon investigation determined the customer was correct in his statement as to the contract he agreed to and the account needs to be credited every month for yearsThe email sent to the customer shows the Monthly Recurring Charge was waived and the customer would pay $for the routerFor the first three months the customer would pay for the router and the installments of the activation fee which was $a monthThe "free data" was supposed to be promotional and not for two years The customer was advised the customer we will be honoring fee waived promotion on 75/internet via post billing adjustmentsThe customer was informed the credit will continue until the contract ends Verizon Appeals representative explained two manual adjustments of $were issued one on 416, to the account for the February and March bills, leaving a balance due of $ Verizon also issued two credits of $each for late payment charges on 4/*/ [redacted] was satisfied and has the Appeals representative's number to call if there are any problems or questionsJoyce D***Verizon Executive Relations SrAnalyst
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] This is unacceptableI don`t have the time to deal with thisThis has taken up too much of my time alreadyI spent many hours on this.If these fees cannot be waived, I will be forced to move this to legal actionsThat will end up costing Verizon actually money.I implore you to reconsider your resolutions and work with me to come to a satisfactory solution where you will be able to retain a customer at no costIt costs verizon NOTHING at all to waive feesIt will cost verizon Thousands of dollars if you choose this route and force me to go to court and win these fees + damages.It costs you nothing to waive the $fee, and it costs you nothing to grant me the $contract as I originally had prior to disconnecting[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: The issue is not resolved. The business's response is not adequate $18 for an entire months non-service and all the hassles it caused me is not adequate.Please reopen my complaint as requested. In addition I have been paying for "high-speed internet" for years and found out that I have never been receiving the high speed service I was paying for. They have been overcharging me for years. Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. This is resolved as long as Verizon waives installation fees as noted in this claim. Thank you for your help. Sincerely, [redacted] ***
Verizon made contact with the customer to advise the gift card is being shipped from the vendor and to allow business days (from August **, 2015) for receipt of the gift card The customer is satisfied with the resolution
Initial Business Response / [redacted] (1000, 8, 2015/05/15) */ CONFIDENTIAL COMMUNICATION May 13, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] account indicates she purchased a Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on March 29, via the web As stated on the website, returns are limited for mobile devicesOnce shipped, only defective devices can be exchanged for an identical device on phonesDefective exchanges must be within days of purchase We received Ms [redacted] return of Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on April 21, There was no record of the phone being damaged or defective as such, no credit was provided and the phone was sent back to Ms [redacted] on April 27, Per our policies we are unable to credit the price of the Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received the phoneIf it was sent back April 27th, I would think it would've been delivered by nowWhen I called, I was told it would be days before the phone would be sent backI would also like to know where the return policy is posted on the site because the return policy I saw wasn't specific to mobile devices Final Business Response / [redacted] (4000, 12, 2015/05/28) */ CONFIDENTIAL COMMUNICATION May 26, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the further inquiry we received from your office on behalf of Ms [redacted] The smartphone return policies can be located on Fingerhut website under the description of the smartphone, as stated returns are limited for mobile devices; once shipped, only defective devices can be exchanges for an identical device on phonesDefective exchanges must be within days of purchase Ms [redacted] account indicates her Mobile ZTE Boost Max 3G/4G LTE Smartphone returned on April 21, and was requested by a representative on April 27, to be mailed back to Ms [redacted] As Ms [redacted] complaint states she still has not received her returned Boost Mobile ZTE Boost Max 3G/4G LTE SmartphoneWe have been notified by our returns department, and the Boost Mobile Smartphone will be sent out today, May 26, for her to receive within days Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC Final Consumer Response / [redacted] (2000, 14, 2015/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept only because I don't have a choice in the matterI'm still being billed for this device
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: There have been numerous calls made to Verizon about the problem for months home phone and internet net was not fixThey charged me for a repair man that has been here @ my president twice to fix the same problem that is still has not been fixI feel months credit for Internet services is fairA credit of $is fair to solve this problem 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] I DID speak with Verizon, but their account of the discussion is INCORRECT I DID NOT state that I do "not wish to make any changes to the account," as they indicate ON THE CONTRARY, I WANT THEM TO CHANGE THE ACCOUNT back to the originally contracted services I WANT THEM TO HONOR THEIR ORIGINAL COMMITMENT to provide those services at the agreed upon price of $ The original order confirmation information that I received, both in the form of an Email from Verizon, and in the form of a letter from Verizon, BOTH confirm that they would provide the requested services at a monthly rate of $(Triple Play TV, Telephone and 100MB/s Internet) I offered to send the documentation to the representative directly in the form of a fax or Email, but he declined to provide a phone number or Email address to which I could send the informationChanges that have occurred to my account since the date I signed up for service are directly the result of Verizon personnel actions only, in an attempt to appease my dissatisfaction with their incorrect billing and their inability to correct their billing problemsI WANT THE ORIGINALLY AGRESERVICES FOR THE ORIGINALLY AGREED PRICE, anything less is completely unacceptable and constitutes fraud.Sincerely, [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 still need Verizon to confirm that the services have been "bundled" together as originally requested and NOT "Split Billed".And we need Verizon to advice the current credit amount on my account which includes any payments that we have previously made In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Verizon has reviewed its records regarding [redacted] 's high speed internet service. Verizon records show [redacted] has had the 50/50 service for two years, however there were no reports of internet speed issues until 0816. Verizon shows the issue was resolved on 0816. ... Verizon has issued a one-time credit equivalent to 6 months of the high speed internet. Verizon has responded to [redacted] via letter with this information.We trust this information will help to resolve [redacted] 's concerns.
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: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy I have/had an active account with you all for many years, YOU are the ones that closed it on accidentI am in the middle of buying a house and you are not running my credit Then to suggest I use a friends address and open an account in their name is even crazier If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished You have had my money for over a month Please just return my money you took for services you did not provide and apparently never could provide [redacted]
[redacted] is being credited every month to equal that was the agreement and he is getting itAs for the fios installation we advised him he would be getting his install on or around dec [redacted] and he was ok with that agreementwhen rolling out fios there is a process in which lay the fiberI have reached out to FTTP and they are installing him this month
Please be advised we have removed the account from [redacted] ’s credit report due to a Verizon error in processing the credits due to him I spoke with [redacted] today to provide this information We trust this provides your office with the information required in this matter Thank you, MsM [redacted] SrAnalyst Verizon Executive Relations
Verizon has tried on many occasions to resolve [redacted] 's Internet concerns with no success because [redacted] will not cooperated with Verizon to repair her internet servicesVerizon has advised [redacted] of her options
Verizon's records show this concern was received from the MD PSC on According to our records, a [redacted] in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction [redacted] was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block The representative also advised that should [redacted] use a different form of payment, there will be a day hold to allow the funds to clear the bank Verizon’s records reflect an ongoing history of returned checks
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 specifically asked that Verizon NOT contact meI made the report only to inform the New York Revdex.com to have a record of customer dissatisfaction to allow for a decision concerning the possibility this is a common and unacceptable business practice by VERIZONI plan to handle all interactions with Verizon in the future in the court system directlyThey bilked me for $as stated in my original report a few years agoOnce burned and all thatWhy did they contact me when I said not to? Why did the Revdex.com pass the complaint on? It was solely for Revdex.com internal use and info and was clearly stated as such in the original complaintCase closed as far as I am concernedAnd of course I am a Cox Cable customer nowProbably going to drop Verizon phone service nextDone with large, almost monopolistic US communications carriers In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
*** [redacted] was advised that a manual adjustment for months for $will be done, also advised that when it goes to the full $49.99, then [redacted] will get credit for that amount for the remainder of the year (months)
Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our Final Accounts Department for further investigation Account [redacted] was showing as an unpaid collection on the customer’s credit report in the amount of $ The representative submitted request to delete the account from the customer’s credit report I advised the customer of this information and requested Final Accounts to send a copy of the deletion letter via her email address within the next several days Mswas satisfied
The customer had Automatic Bill PayPrinted on the bill statementit states the date that the payment will be deducted from the customer's accountAccording to our records the customer spoke with a supervisor on June *, who reversed the payment and at the customer's request, the payment is scheduled to be deducted on June **The customer is no longer enrolled in Auto Bill PayWe are unable to cover any overdrafts as the customer elected to have Automatic Bill PayAs we have been unsuccessful in our attempts to speak with the customer, an email was sent to the address provided with this complaint of the above information
Verizon records show that when the customer called in Januaryto disconnect services that she was advised of the applicable EarlyTermination Fee of $showing on the statementThe final bill was mailedto the [redacted] address as requested Areview of the account shows that the customer had been making partial paymentson the account, leaving an overdue balance carried forward plus the currentmonth's activity being addedThe customer was advised when she paid her billthat the account would be updated to paid collection but not removed from hercredit reportThe final bill was not paid until 515, Verizon FinancialServices spoke with the customer, reviewed all the foregoing information, andexplained the credit report will not be deleted
Verizon investigation determined the customer was correct in his statement as to the contract he agreed to and the account needs to be credited every month for yearsThe email sent to the customer shows the Monthly Recurring Charge was waived and the customer would pay $for the routerFor the first three months the customer would pay for the router and the installments of the activation fee which was $a monthThe "free data" was supposed to be promotional and not for two years The customer was advised the customer we will be honoring fee waived promotion on 75/internet via post billing adjustmentsThe customer was informed the credit will continue until the contract ends Verizon Appeals representative explained two manual adjustments of $were issued one on 416, to the account for the February and March bills, leaving a balance due of $ Verizon also issued two credits of $each for late payment charges on 4/*/ [redacted] was satisfied and has the Appeals representative's number to call if there are any problems or questionsJoyce D***Verizon Executive Relations SrAnalyst
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] This is unacceptableI don`t have the time to deal with thisThis has taken up too much of my time alreadyI spent many hours on this.If these fees cannot be waived, I will be forced to move this to legal actionsThat will end up costing Verizon actually money.I implore you to reconsider your resolutions and work with me to come to a satisfactory solution where you will be able to retain a customer at no costIt costs verizon NOTHING at all to waive feesIt will cost verizon Thousands of dollars if you choose this route and force me to go to court and win these fees + damages.It costs you nothing to waive the $fee, and it costs you nothing to grant me the $contract as I originally had prior to disconnecting[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: The issue is not resolved. The business's response is not adequate $18 for an entire months non-service and all the hassles it caused me is not adequate.Please reopen my complaint as requested. In addition I have been paying for "high-speed internet" for years and found out that I have never been receiving the high speed service I was paying for. They have been overcharging me for years. Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. This is resolved as long as Verizon waives installation fees as noted in this claim. Thank you for your help. Sincerely, [redacted] ***
Verizon made contact with the customer to advise the gift card is being shipped from the vendor and to allow business days (from August **, 2015) for receipt of the gift card The customer is satisfied with the resolution
Initial Business Response / [redacted] (1000, 8, 2015/05/15) */ CONFIDENTIAL COMMUNICATION May 13, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] account indicates she purchased a Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on March 29, via the web As stated on the website, returns are limited for mobile devicesOnce shipped, only defective devices can be exchanged for an identical device on phonesDefective exchanges must be within days of purchase We received Ms [redacted] return of Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on April 21, There was no record of the phone being damaged or defective as such, no credit was provided and the phone was sent back to Ms [redacted] on April 27, Per our policies we are unable to credit the price of the Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received the phoneIf it was sent back April 27th, I would think it would've been delivered by nowWhen I called, I was told it would be days before the phone would be sent backI would also like to know where the return policy is posted on the site because the return policy I saw wasn't specific to mobile devices Final Business Response / [redacted] (4000, 12, 2015/05/28) */ CONFIDENTIAL COMMUNICATION May 26, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the further inquiry we received from your office on behalf of Ms [redacted] The smartphone return policies can be located on Fingerhut website under the description of the smartphone, as stated returns are limited for mobile devices; once shipped, only defective devices can be exchanges for an identical device on phonesDefective exchanges must be within days of purchase Ms [redacted] account indicates her Mobile ZTE Boost Max 3G/4G LTE Smartphone returned on April 21, and was requested by a representative on April 27, to be mailed back to Ms [redacted] As Ms [redacted] complaint states she still has not received her returned Boost Mobile ZTE Boost Max 3G/4G LTE SmartphoneWe have been notified by our returns department, and the Boost Mobile Smartphone will be sent out today, May 26, for her to receive within days Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC Final Consumer Response / [redacted] (2000, 14, 2015/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept only because I don't have a choice in the matterI'm still being billed for this device
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: There have been numerous calls made to Verizon about the problem for months home phone and internet net was not fixThey charged me for a repair man that has been here @ my president twice to fix the same problem that is still has not been fixI feel months credit for Internet services is fairA credit of $is fair to solve this problem 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] I DID speak with Verizon, but their account of the discussion is INCORRECT I DID NOT state that I do "not wish to make any changes to the account," as they indicate ON THE CONTRARY, I WANT THEM TO CHANGE THE ACCOUNT back to the originally contracted services I WANT THEM TO HONOR THEIR ORIGINAL COMMITMENT to provide those services at the agreed upon price of $ The original order confirmation information that I received, both in the form of an Email from Verizon, and in the form of a letter from Verizon, BOTH confirm that they would provide the requested services at a monthly rate of $(Triple Play TV, Telephone and 100MB/s Internet) I offered to send the documentation to the representative directly in the form of a fax or Email, but he declined to provide a phone number or Email address to which I could send the informationChanges that have occurred to my account since the date I signed up for service are directly the result of Verizon personnel actions only, in an attempt to appease my dissatisfaction with their incorrect billing and their inability to correct their billing problemsI WANT THE ORIGINALLY AGRESERVICES FOR THE ORIGINALLY AGREED PRICE, anything less is completely unacceptable and constitutes fraud.Sincerely, [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 still need Verizon to confirm that the services have been "bundled" together as originally requested and NOT "Split Billed".And we need Verizon to advice the current credit amount on my account which includes any payments that we have previously made In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Verizon has reviewed its records regarding [redacted] 's high speed internet service. Verizon records show [redacted] has had the 50/50 service for two years, however there were no reports of internet speed issues until 0816. Verizon shows the issue was resolved on 0816. ... Verizon has issued a one-time credit equivalent to 6 months of the high speed internet. Verizon has responded to [redacted] via letter with this information.We trust this information will help to resolve [redacted] 's concerns.
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: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy I have/had an active account with you all for many years, YOU are the ones that closed it on accidentI am in the middle of buying a house and you are not running my credit Then to suggest I use a friends address and open an account in their name is even crazier If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished You have had my money for over a month Please just return my money you took for services you did not provide and apparently never could provide [redacted]
[redacted] is being credited every month to equal that was the agreement and he is getting itAs for the fios installation we advised him he would be getting his install on or around dec [redacted] and he was ok with that agreementwhen rolling out fios there is a process in which lay the fiberI have reached out to FTTP and they are installing him this month
Please be advised we have removed the account from [redacted] ’s credit report due to a Verizon error in processing the credits due to him I spoke with [redacted] today to provide this information We trust this provides your office with the information required in this matter Thank you, MsM [redacted] SrAnalyst Verizon Executive Relations
Verizon has tried on many occasions to resolve [redacted] 's Internet concerns with no success because [redacted] will not cooperated with Verizon to repair her internet servicesVerizon has advised [redacted] of her options
Verizon's records show this concern was received from the MD PSC on According to our records, a [redacted] in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction [redacted] was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block The representative also advised that should [redacted] use a different form of payment, there will be a day hold to allow the funds to clear the bank Verizon’s records reflect an ongoing history of returned checks
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 specifically asked that Verizon NOT contact meI made the report only to inform the New York Revdex.com to have a record of customer dissatisfaction to allow for a decision concerning the possibility this is a common and unacceptable business practice by VERIZONI plan to handle all interactions with Verizon in the future in the court system directlyThey bilked me for $as stated in my original report a few years agoOnce burned and all thatWhy did they contact me when I said not to? Why did the Revdex.com pass the complaint on? It was solely for Revdex.com internal use and info and was clearly stated as such in the original complaintCase closed as far as I am concernedAnd of course I am a Cox Cable customer nowProbably going to drop Verizon phone service nextDone with large, almost monopolistic US communications carriers In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
*** [redacted] was advised that a manual adjustment for months for $will be done, also advised that when it goes to the full $49.99, then [redacted] will get credit for that amount for the remainder of the year (months)
Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our Final Accounts Department for further investigation Account [redacted] was showing as an unpaid collection on the customer’s credit report in the amount of $ The representative submitted request to delete the account from the customer’s credit report I advised the customer of this information and requested Final Accounts to send a copy of the deletion letter via her email address within the next several days Mswas satisfied
The customer had Automatic Bill PayPrinted on the bill statementit states the date that the payment will be deducted from the customer's accountAccording to our records the customer spoke with a supervisor on June *, who reversed the payment and at the customer's request, the payment is scheduled to be deducted on June **The customer is no longer enrolled in Auto Bill PayWe are unable to cover any overdrafts as the customer elected to have Automatic Bill PayAs we have been unsuccessful in our attempts to speak with the customer, an email was sent to the address provided with this complaint of the above information
Verizon records show that when the customer called in Januaryto disconnect services that she was advised of the applicable EarlyTermination Fee of $showing on the statementThe final bill was mailedto the [redacted] address as requested Areview of the account shows that the customer had been making partial paymentson the account, leaving an overdue balance carried forward plus the currentmonth's activity being addedThe customer was advised when she paid her billthat the account would be updated to paid collection but not removed from hercredit reportThe final bill was not paid until 515, Verizon FinancialServices spoke with the customer, reviewed all the foregoing information, andexplained the credit report will not be deleted