Company records show that this customer had a bad experience with transitioning her service to VerizonUpon receipt of this complaint her voicemail was not workingOn 316, Verizon placed order to correct her servicesAnother order was placed to remove the customer from her contractual obligationsThe customer has also been issued a $credit to appear monthly for 12months as an apologyThe company apologizes for any inconvenience this matter has caused
Upon speaking with [redacted] , our billing representative adjusted the Early Termination Fee of $billed to the account The account was closed as of December *, An email confirmation was sent per the customer's request [redacted] had not further concerns regarding this matter
[redacted] Thank you for referring the complaint of [redacted] ***to our office for review We appreciatethis matter being brought to our attentionOur Investigation concludes; [redacted] placed order [redacted] on for 50/FIOS data for $The records show that onVerizon representative added on $discount for months bringing therate down to $An additional $discount was added on to bringrate down to $ Verizon will follow up on the August bill allissues are resolvedThe customer has been credited $for the differencein price and activation charges that were billed in errorAs of theaccount reflects has a credit balance of $Verizon attempted to contact [redacted] on contactnumber but he said he could not hear the representative on multiple calls tohimVerizon will follow up next bill cycle to ensure the billing is correctVerizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
On bill to be sure it posts and if not will manually adjust monthly so the customer will get the price expected I adjusted $(to cover 4/ [redacted] and 5/ [redacted] bills) off I left customer advocacy voicemail if any questions or 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: Verizon misled you to believe that Att master card reversed charges days later via a checkNot soThey don't operate that wayGave me conditional credit early April and did not make permanent til mid June over days later and only after Citicard issuer of att mastercard completed their investigationI'm attaching Citi cards letter as well as e-mail I received via mail from I C System Verizons collections agency whom dropped the caseVerizon claims they have no recoreded phone call of May [redacted] proving zero balThey have not denied conf.# [redacted] which was given to me verifying that conversationLet me give one more chance to find tel call made on May [redacted] at 12:45pmIt was answered by custsvcrepwho was rude and no resolutionI asked him to put a supervisor on the lineHe said he could notI insisted to speak with someone elseHe said he could connect me to billingI said ok and he transferred me to billingA female voice answered saying she was VinaI asked her about bill and she said I had zero balanceI asked her to send me an e-mail stating that and she said that I was no longer a customer and could not e-mail meI then asked for confirmation number and she gave me # [redacted] So Verizon should check for recorded call to customer service then transferred to billing depton May [redacted] at 12:45pm 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: Verizon’s response is unsatisfactory and disappointing Their mostly canned response essentially states that I have to purchase/rent a newer router (which we do not want/need) or pay a monthly router maintenance surchargeThis is a lose-lose situation for me as a customer and was the precise reason for my complaint Verizon states that the surcharge “ [redacted] ” of routers and that these older routers often lead to additional calls to Verizon If true, then Verizon should have no problem swapping out the older models that only a “minority” of customers have with the refurbished third generation routers However, I explained in my Revdex.com complaint that I’m NOT even using the Verizon router as a “router” but as bridge to my [redacted] router I’ve had this setup for years with NO problems And now Verizon is forcing me to either purchase/rent a newer router that I do not want, need or that I’ll even use as an actual “router” or I have to pay a monthly router maintenance surcharge for expected “additional calls” to Verizon technical support – a service that I thought was included in my agreement with Verizon – but one which I rarely have used Most disconcerting is that Verizon’s response appears to be a canned cut-and-paste response with the exception of my name which Verizon misspelled Therefore, I’m very skeptical that they paid close attention to the details in my complaint regarding why getting a newer Verizon “router” or paying a Verizon “router” maintenance fee is unnecessary and does not make practical sense in this case Lastly, my family has been loyal Verizon Fios customers since the mid 2000’s (signed up as soon as it was offered in our area) and Verizon Wireless customers for numerous years It saddens me after all these years that Verizon is pushing us towards cancelling our service when our current agreement ends in November, because (in our opinion) Verizon is not willing to be fair and reasonable in this matter We hope that Verizon does the right thing for its loyal customers, minorities or not Thank you for your consideration In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised a Verizon Billing Specialist was able to reach [redacted] today and agreed to credit the bill balance due to the poor experience with disconnecting the accountThe credits will appear on the November **, final bill We trust this provides your office with the information required in this matter Thank you, MsM [redacted] SrAnalyst Verizon Executive Relations
Verizon has spoken with the customer and advised that the system issue that prevented combined billing has been resolvedThe March **, bill will reflect the combined billingA Verizon executive relations representative has a follow up to review the bill and confirm that it is correct, and the customer has been provided with that person’s name and numberIt was confirmed that Verizon has credited three charges for the customer’s use of bill matrix to pay her accountAdjustments of $each were issued on **/20/15, and Verizon also confirmed with the customer that as of 216, she is now able to access her Verizon.com accountVerizon apologizes for any inconvenience the customer has experienced because of these matters
On June **, 2016, subsequent to receipt of the complaint, I spoke to [redacted] and apologized for his concernI advised him that the Regional Sports Network Fee helps to cover the rising cost of delivering regional collegiate and professional sports programming to subscribersThe fee is assessed only on customers who have subscribed to programming packages that include Regional Sports Networks [redacted] stated that he only watches MLB (Major League Baseball) and ESPN I offered and [redacted] accepted a follcall from a billing representative to further explain what packages determine billing of the regional sports feeToday, June **, 2016, a representative spoke to MrL*** She also advised him that if he has questions on any other taxes or surcharges, an explanation can be found on the Verizon web site under taxes & fees
According to record, the consumer spoke with a Verizon representative on April *, who explained the final billed charges Upon investigation, per the consumer, he contact Verizon on February **, to disconnect service and Verizon continued to bill through February **, The representative issued the appropriate credits to correct the billing To date, the final billed charges are $180.78, which are valid charges
Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable feesHowever, if customer entered their card information and didn't select save, next, or anything that would advance to the next step then, the system should not have checked the card number for validation The deposit system received notification that this order was cancelled on However the customer's credit card rejected the refund and Check# [redacted] was issued on Please allow to business days to receive Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on to verify if the refund has been receivedJoyce 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: When we have a final bill and close the account, with Verizon's promise that there is no outstanding balance to be paid, and with the requested apology from their employees for ignoring my requests to cancel and misleading me, only then the issue will be resolvedAs of now, there was very little progress in this regard In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We were no able to substantiate the customer’s request to terminate the services back in AugustThe customer though informed he had moved back in August and had requested services provided by Time Warner in the new apartmentWe asked the customer to provide us with a copy of the first bill received from Time Warner in his name for the new apartment which we can use to substantiate his vacating the old location
Dear *** [redacted] ,According to our records, [redacted] received a final bill on or around June **, and was concerned about the total amount [redacted] expressed that when he spoke with a Verizon representative on May **, to cancel his account, he was told his bill was paid through June **, and that he should not have had any charges on his final billVerizon spoke to the customer on July **, and apologized for any misinformation receivedWe also confirmed that the last payment received on May **, for the amount of $was posted in relation to the Bill statement covering - The last bill statement charged to [redacted] was for services used from - in the amount of $in which we are still awaiting paymentOur Verizon customer service team has sent the last three bill statements to our customer spanning from April **, up until June **, These three billing statements should assist in pinpointing the payment historyVerizon has also reviewed the monthly billing statements to ensure its accuracyWe show the billing to be correct and void of errorsWe hope this information will assist you with this complaintOur decision remains unchangedThis is our final determination
Please be advised Verizon records back to August show the bills were being sent to the same address on [redacted] ** There are no notes showing a call to Verizon to question the bills not being received until June **, On June **, the billing address was changed to the service address The account only billed for services rendered’ therefore there are no further credit warranted on this account [redacted] , a FiOS Billing Specialist spoke to [redacted] December *, to provide this information as well She had to end the call, but has his direct number should she have other concerns We trust this provides your office with the information required in this matterThank you, [redacted] SrAnalyst Verizon Executive Relations
Verizon Appeals representative called and spoke with [redacted] on went over channels he currently hasHe has most of what he needs but missing a few, doesn't know exactly which ones but his wife doesWent over the service he had back in November It was FDV- Prime 75/for $ [redacted] now has Select 50/50FDV for $The representative went over the different options & custom TV [redacted] didn't think that would workThe representative offered [redacted] a Triple Play with FDV 75/and Preferred TV for $129.99, with one box and adapter [redacted] still has free premium until November The Triple Play for $plus taxes and fees total approximately $ [redacted] was advised the first bill will have pro rated charges and charges for a remote he had purchased [redacted] understands [redacted] was advised to check for an email confirmation and to check his new channel line upJoyce D***Verizon Executive Relations SrAnalyst
Revdex.com: I am not 100% satisfied with the response from VerizonI have reviewed the response made by the business in reference to complaint ID [redacted] , and although I am not satisfied, I will accept the offer from Verizon crediting my account I did receive the package for them modem and I sent it out via UPS as the instruction said However, I never had the full conversation with the rep, because I was at work and not able to talk on the phone He told me that he will give me a call back, never did I called him back but he didn't answerThere was never a full discussion of what happend with the rep He did mention something about service satisfaction guarantee, but what the rep says is true, that their website is misleading First of all, as the attached image from Veriozon website, they do mention day money back guarantee, not 'service guarantee' Second, I was not supposed to be charged $wiring fee to start with, according to the technician who did wiring, and this was confirmed by his supervisor I am attaching the copy of the image directly from Verizon Small Business Web, and if needed I can even provide the technicians name and phone number He confirmed with his supervisor that the fee of $will not be charged even before this whole issue occurred Without any explaination or apology from Veriozn, I am very disappointed, but as long as they credit my accout and I am not liable for any fees, I will accept.I want to see balance final bill from Verizon Thank you 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 Credits should be applied to next bill I will continue to monitor my statement for the next few weeks to ensure credits have been applied Sincerely, [redacted]
Per Verizon records, A credit of $(prorated charges on the bill) was already issued to the customer's account on which immediately posted to the customer account and will reflect on their billA recurring credit of $for months was already issued on and reflect on thebillI issued a credit of $($49.99+$tax) for the Fios set up fee on the bill which will post to the customers account within 24-hours and reflect on the customers billCancelled the installment billing for the remaining Fios setup fee of $The customer's bill should be approximately $144.84-$recurring credit, about $I will check the bill (see AMT note) on to make sure all charges are correctThe customer also wants to make sure she is not charged a technician fee and a change of telephone number fee because a subsequent technician was dispatched to get her phone working and to give her the original phone number she hadAdvise the customer would waive all technician/change of telephone number fees on the bill
Company records show that this customer had a bad experience with transitioning her service to VerizonUpon receipt of this complaint her voicemail was not workingOn 316, Verizon placed order to correct her servicesAnother order was placed to remove the customer from her contractual obligationsThe customer has also been issued a $credit to appear monthly for 12months as an apologyThe company apologizes for any inconvenience this matter has caused
Upon speaking with [redacted] , our billing representative adjusted the Early Termination Fee of $billed to the account The account was closed as of December *, An email confirmation was sent per the customer's request [redacted] had not further concerns regarding this matter
[redacted] Thank you for referring the complaint of [redacted] ***to our office for review We appreciatethis matter being brought to our attentionOur Investigation concludes; [redacted] placed order [redacted] on for 50/FIOS data for $The records show that onVerizon representative added on $discount for months bringing therate down to $An additional $discount was added on to bringrate down to $ Verizon will follow up on the August bill allissues are resolvedThe customer has been credited $for the differencein price and activation charges that were billed in errorAs of theaccount reflects has a credit balance of $Verizon attempted to contact [redacted] on contactnumber but he said he could not hear the representative on multiple calls tohimVerizon will follow up next bill cycle to ensure the billing is correctVerizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
On bill to be sure it posts and if not will manually adjust monthly so the customer will get the price expected I adjusted $(to cover 4/ [redacted] and 5/ [redacted] bills) off I left customer advocacy voicemail if any questions or 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: Verizon misled you to believe that Att master card reversed charges days later via a checkNot soThey don't operate that wayGave me conditional credit early April and did not make permanent til mid June over days later and only after Citicard issuer of att mastercard completed their investigationI'm attaching Citi cards letter as well as e-mail I received via mail from I C System Verizons collections agency whom dropped the caseVerizon claims they have no recoreded phone call of May [redacted] proving zero balThey have not denied conf.# [redacted] which was given to me verifying that conversationLet me give one more chance to find tel call made on May [redacted] at 12:45pmIt was answered by custsvcrepwho was rude and no resolutionI asked him to put a supervisor on the lineHe said he could notI insisted to speak with someone elseHe said he could connect me to billingI said ok and he transferred me to billingA female voice answered saying she was VinaI asked her about bill and she said I had zero balanceI asked her to send me an e-mail stating that and she said that I was no longer a customer and could not e-mail meI then asked for confirmation number and she gave me # [redacted] So Verizon should check for recorded call to customer service then transferred to billing depton May [redacted] at 12:45pm 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: Verizon’s response is unsatisfactory and disappointing Their mostly canned response essentially states that I have to purchase/rent a newer router (which we do not want/need) or pay a monthly router maintenance surchargeThis is a lose-lose situation for me as a customer and was the precise reason for my complaint Verizon states that the surcharge “ [redacted] ” of routers and that these older routers often lead to additional calls to Verizon If true, then Verizon should have no problem swapping out the older models that only a “minority” of customers have with the refurbished third generation routers However, I explained in my Revdex.com complaint that I’m NOT even using the Verizon router as a “router” but as bridge to my [redacted] router I’ve had this setup for years with NO problems And now Verizon is forcing me to either purchase/rent a newer router that I do not want, need or that I’ll even use as an actual “router” or I have to pay a monthly router maintenance surcharge for expected “additional calls” to Verizon technical support – a service that I thought was included in my agreement with Verizon – but one which I rarely have used Most disconcerting is that Verizon’s response appears to be a canned cut-and-paste response with the exception of my name which Verizon misspelled Therefore, I’m very skeptical that they paid close attention to the details in my complaint regarding why getting a newer Verizon “router” or paying a Verizon “router” maintenance fee is unnecessary and does not make practical sense in this case Lastly, my family has been loyal Verizon Fios customers since the mid 2000’s (signed up as soon as it was offered in our area) and Verizon Wireless customers for numerous years It saddens me after all these years that Verizon is pushing us towards cancelling our service when our current agreement ends in November, because (in our opinion) Verizon is not willing to be fair and reasonable in this matter We hope that Verizon does the right thing for its loyal customers, minorities or not Thank you for your consideration In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised a Verizon Billing Specialist was able to reach [redacted] today and agreed to credit the bill balance due to the poor experience with disconnecting the accountThe credits will appear on the November **, final bill We trust this provides your office with the information required in this matter Thank you, MsM [redacted] SrAnalyst Verizon Executive Relations
Verizon has spoken with the customer and advised that the system issue that prevented combined billing has been resolvedThe March **, bill will reflect the combined billingA Verizon executive relations representative has a follow up to review the bill and confirm that it is correct, and the customer has been provided with that person’s name and numberIt was confirmed that Verizon has credited three charges for the customer’s use of bill matrix to pay her accountAdjustments of $each were issued on **/20/15, and Verizon also confirmed with the customer that as of 216, she is now able to access her Verizon.com accountVerizon apologizes for any inconvenience the customer has experienced because of these matters
On June **, 2016, subsequent to receipt of the complaint, I spoke to [redacted] and apologized for his concernI advised him that the Regional Sports Network Fee helps to cover the rising cost of delivering regional collegiate and professional sports programming to subscribersThe fee is assessed only on customers who have subscribed to programming packages that include Regional Sports Networks [redacted] stated that he only watches MLB (Major League Baseball) and ESPN I offered and [redacted] accepted a follcall from a billing representative to further explain what packages determine billing of the regional sports feeToday, June **, 2016, a representative spoke to MrL*** She also advised him that if he has questions on any other taxes or surcharges, an explanation can be found on the Verizon web site under taxes & fees
According to record, the consumer spoke with a Verizon representative on April *, who explained the final billed charges Upon investigation, per the consumer, he contact Verizon on February **, to disconnect service and Verizon continued to bill through February **, The representative issued the appropriate credits to correct the billing To date, the final billed charges are $180.78, which are valid charges
Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable feesHowever, if customer entered their card information and didn't select save, next, or anything that would advance to the next step then, the system should not have checked the card number for validation The deposit system received notification that this order was cancelled on However the customer's credit card rejected the refund and Check# [redacted] was issued on Please allow to business days to receive Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on to verify if the refund has been receivedJoyce 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: When we have a final bill and close the account, with Verizon's promise that there is no outstanding balance to be paid, and with the requested apology from their employees for ignoring my requests to cancel and misleading me, only then the issue will be resolvedAs of now, there was very little progress in this regard In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We were no able to substantiate the customer’s request to terminate the services back in AugustThe customer though informed he had moved back in August and had requested services provided by Time Warner in the new apartmentWe asked the customer to provide us with a copy of the first bill received from Time Warner in his name for the new apartment which we can use to substantiate his vacating the old location
Dear *** [redacted] ,According to our records, [redacted] received a final bill on or around June **, and was concerned about the total amount [redacted] expressed that when he spoke with a Verizon representative on May **, to cancel his account, he was told his bill was paid through June **, and that he should not have had any charges on his final billVerizon spoke to the customer on July **, and apologized for any misinformation receivedWe also confirmed that the last payment received on May **, for the amount of $was posted in relation to the Bill statement covering - The last bill statement charged to [redacted] was for services used from - in the amount of $in which we are still awaiting paymentOur Verizon customer service team has sent the last three bill statements to our customer spanning from April **, up until June **, These three billing statements should assist in pinpointing the payment historyVerizon has also reviewed the monthly billing statements to ensure its accuracyWe show the billing to be correct and void of errorsWe hope this information will assist you with this complaintOur decision remains unchangedThis is our final determination
Please be advised Verizon records back to August show the bills were being sent to the same address on [redacted] ** There are no notes showing a call to Verizon to question the bills not being received until June **, On June **, the billing address was changed to the service address The account only billed for services rendered’ therefore there are no further credit warranted on this account [redacted] , a FiOS Billing Specialist spoke to [redacted] December *, to provide this information as well She had to end the call, but has his direct number should she have other concerns We trust this provides your office with the information required in this matterThank you, [redacted] SrAnalyst Verizon Executive Relations
Verizon Appeals representative called and spoke with [redacted] on went over channels he currently hasHe has most of what he needs but missing a few, doesn't know exactly which ones but his wife doesWent over the service he had back in November It was FDV- Prime 75/for $ [redacted] now has Select 50/50FDV for $The representative went over the different options & custom TV [redacted] didn't think that would workThe representative offered [redacted] a Triple Play with FDV 75/and Preferred TV for $129.99, with one box and adapter [redacted] still has free premium until November The Triple Play for $plus taxes and fees total approximately $ [redacted] was advised the first bill will have pro rated charges and charges for a remote he had purchased [redacted] understands [redacted] was advised to check for an email confirmation and to check his new channel line upJoyce D***Verizon Executive Relations SrAnalyst
Revdex.com: I am not 100% satisfied with the response from VerizonI have reviewed the response made by the business in reference to complaint ID [redacted] , and although I am not satisfied, I will accept the offer from Verizon crediting my account I did receive the package for them modem and I sent it out via UPS as the instruction said However, I never had the full conversation with the rep, because I was at work and not able to talk on the phone He told me that he will give me a call back, never did I called him back but he didn't answerThere was never a full discussion of what happend with the rep He did mention something about service satisfaction guarantee, but what the rep says is true, that their website is misleading First of all, as the attached image from Veriozon website, they do mention day money back guarantee, not 'service guarantee' Second, I was not supposed to be charged $wiring fee to start with, according to the technician who did wiring, and this was confirmed by his supervisor I am attaching the copy of the image directly from Verizon Small Business Web, and if needed I can even provide the technicians name and phone number He confirmed with his supervisor that the fee of $will not be charged even before this whole issue occurred Without any explaination or apology from Veriozn, I am very disappointed, but as long as they credit my accout and I am not liable for any fees, I will accept.I want to see balance final bill from Verizon Thank you Sincerely, [redacted] ***
No new information providedThe company's position remains the same
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 Credits should be applied to next bill I will continue to monitor my statement for the next few weeks to ensure credits have been applied Sincerely, [redacted]
Per Verizon records, A credit of $(prorated charges on the bill) was already issued to the customer's account on which immediately posted to the customer account and will reflect on their billA recurring credit of $for months was already issued on and reflect on thebillI issued a credit of $($49.99+$tax) for the Fios set up fee on the bill which will post to the customers account within 24-hours and reflect on the customers billCancelled the installment billing for the remaining Fios setup fee of $The customer's bill should be approximately $144.84-$recurring credit, about $I will check the bill (see AMT note) on to make sure all charges are correctThe customer also wants to make sure she is not charged a technician fee and a change of telephone number fee because a subsequent technician was dispatched to get her phone working and to give her the original phone number she hadAdvise the customer would waive all technician/change of telephone number fees on the bill