Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I feel Verizon has violated our contract by not issuing the gift card in the time limit that they gave on our contract, and therefore I should be able to terminate my contract with Verizon without an early termination fee or without getting an attorney involved. It should be up to Verizon to make sure that the gift cards are issued in the proper time period. I should not have had to call them and be on the phone with them for over an hour with them transferring me to different people, which most of them had nothing to do with the issue The only thing I could get out of Verizon was an apology for their mistake yet if I missed a payment to them and just gave them an apology for it they would definitely be coming after me with a penalty. I received an email from Verizon in May stating that my card was being processed. When I didn't receive it by June I had to call them and that is when they said there was an error in the processing. I was told on June ** that it was being re-processed but yet when *** ** from Verizon's Executive Office in Florida called on June ** she told me that they were starting to process it then, so as far as I know they are just giving me the run around because no one can tell me what is truly going on or when I will receive my gift card which is way past my contract dateThe *** prepaid card was suppose to be issued after I had the service for days and here it has already been over days and the time frame they are giving me now is weeks to days more, which is not acceptable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** Executive Relations Team/***/Revdex.com case ***/ I spoke with *** at *** *** *** advise that we have credited $for the Early Termination Fee to honor what the notes showCoaching has been sent to reps will open a follow up to check next bill for credit customer may want a check sent for the remaining of the credit balance after the next bill post
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
You may close this case as Verizon do not seem to have any appreciation for 11-year long reliable customer. Thank you,***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon records show no order has been received for porting the customer’s service to date, 5/**/16. Several attempts have been made to contact the customer by phone to discuss the information above. Verizon has not been successful reaching the customerOur contact information was
provided via email, for Verizon’s Escalation Team We will be happy to re-open this complaint once the customer makes contact
A billing specialist contacted the customer on 10/*/to address her billing concerns. The specialist was able to resolve the billing concerns and will follow up with the next bill to adjust the installation charges. The customer was also having issues with the television service.
A technician was dispatched to the customer's home on 10/*/and was able to resolve the concerns. The customer was given a credit for the service outage. We apologize for any inconvenience that this matter may have caused the customer
Revdex.com:
I have received a call from Verizon Communications offering to correct the discrepancies made on my credit report regarding complaint ID ***, the matter has been resolved
Sincerely,
*** ***
I called Intergrative Physical * *** ***I spoke with a representative who advised the fax machine and phone lines are workingWill issue OOS credit for: *** from 02/**/16-03/**/*** from 02/**/16-03/**/from 02/**/16-03/**/*** from
02/**/16-**/**/*** from 02/**/16-03/**/OOS IS
Hi, Case is closed with following resolutionPlease close case on your end and attach closing I was able to issue a disconnect on ###-###-#### (***) and clear the error on ###-###-####(***)I spoke with *** and told her to test her dad's dial toneI confirmed the billing will be
in her name but sent to the service address as she requestedThere is no long distance carrier and the number is Non-PublishedI also recommended that she may want to add Privacy Block so that any outbound calls do not reveal the telephone numberShe agreed and I advised her that would go into effect tomorrow 2/**/We also added a mandatory digit pin to the new accountI will follow up her bills to adjust and number changesI advised her to call me if she has any questions when she gets her bills since there will likely be a few of them because of the multiple customer codes Jennifer W*** Senior Analyst Verizon Executive Relations Team ###-###-#### ***
Verizon Appeals Billing representative spoke with *** *** on September **, 2015, apologized and advised that it is Verizon Policy that he should have been offered ,a maintenance plan at the time he placed his order for serviceThe representative reviewed the details of the wire maintenance plan
vsnot having the plan, and he requested to add the $per month Wire Maintenance PlanThe representative placed order number *** to add the Maintenance Plan on September **, 2015. The customer was satisfied with the explanation and resolution. Joyce D***Verizon Executive Relations SrAnalyst
Issue resolved prior to receipt of complaintThe returnedequipment was located and account adjusted for $We appreciate customerbrining this to our attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]My bill has not been adjusted for the services included in the bundled package but were unavailable for use
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon has been unsuccessful in attempts made to reach the customer for resolution on 1/**/and 2/*/17. A please call letter was mailed and Verizon will address the dispute with the customer when they respond
In accordance with our review of the customer's account, she was already issued credit for her Internet service issue. The Internet was not working but TV service wasThe video on demand and guide were not working because they are powered by the Internet and they are not chargeable services
so no credit would typically be warranted for these servicesCredit for one third of her bundle (the estimation for internet services) would be about $plus $per month for the router rental comes to approximately $for months which totals approximately $in credit rightfully owed to the customerHowever, the rep who issued these credits gave significant credits towards the TV portion of service as well with credits totaling $No further credit is due to the customerVerizon apologizes for any inconvenience the customer experienced as a result of this matter
This complaint was originally addressed under *** case # *** on 5/**/for Account # ***: Verizon Appeals representative spoke with *** *** reviewed the Early Termination Fee (ETF) and advised the contract he took out was for his location when service installed, for
monthTerms of Service TV section 10b states if service is disconnected for any reason an ETF will be chargedThe ETF is also addressed under Fios Internet section number *** *** said he was in the military but not being deployed, he will be ending military service this summer*** *** said he received an email about equipment, which Verizon records indicate was returned and received on 05/**/& 05/**/*** *** was advised Verizon would not be waiving the ETF. Verizon records also indicate the customer contacted Verizon on 4/**/15, requesting to disconnect the service and was advised Verizon does not offer FiOS service in the new location and was advised the ETF would be $180.00. The customer was advised Verizon telephone and HSI services were available and advised can move with those services without a penalty and the customer declinedThe ETF has been sustainedOn 6/*/15, I called the customer's reach number ###-###-#### and reached a recording stating the number was not in service and a please call letter was sent.*** *** *** *** *** ***###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Although Verizon Communications reimbursed us for the router rental, they still have not addressed the unintentional change from select HD to ultimateNo one in my household consented to the change or knew that this change took placeBecause I was only made aware of the change weeks later, when we received the monthly bill, we were charged approximately $more than anticipatedI will not consider this complaint to be resolved until Verizon Communications reimburses all of the extra charges due to ultimate HD instead of select.It is peculiar that we did not receive a confirmation message via email as soon as the change took placeIn my experience as a Verizon customer since 2012, they have always sent confirmation emails with every change to the accountWhy was a confirmation email not sent to me when the account was supposedly changed on 3/**/15? If I had known of the change as soon as it took place, I could have easily corrected it without all of the extra chargesIt is this lack of confirmation that cost usWe did not watch any of the ultimate HD channels or make use of ultimate HD in any way.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me and the matter has been resolvedIt is too bad that the only way they would contact me was by going through the Revdex.comThis was taken care of, but should never have gotten to this pointMy account was closed, nit suspended as I was told many times and fairly recentlyPulled from collections and no balance dueJust no internet when I arrive home after the month absence
Sincerely,
*** ***
Subsequent to receipt and acknowledgement of the Revdex.com complaint, I forwarded *** ***’s concern to Verizon’s billing department for further review and contact. A billing consultant reviewed the account and adjusted the September bill to honor the $pricing. The
$local exchange discount was removed and a $discount was placed to offset some of the tax increases and bringing the monthly total to $111. The consultant added an additional $recurring credit for ten (10) months to honor the pricing of $for twelve (12) monthsPlease be advised the customer is not in a contract; consequently, he would be subject to any increases going forward. Initially, the consultant was unsuccessful in speaking to *** ***; however, he left a voicemail including callback information. Today, October **, 2017, the consultant spoke with *** *** and informed him of adjustments and billing going forward as discussed in this response. Finally, a seven-day credit of $was issued for nonworking FIOS video services. The customer voiced no further concerns or questions
A Specialist reached out to the customer on January *** to advise his refund check has been processed and he should receive the check in to business days.According to our records, the refund check was submitted on January *** to be processed and expedited to the customer. He should
receive the check in to business days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I feel Verizon has violated our contract by not issuing the gift card in the time limit that they gave on our contract, and therefore I should be able to terminate my contract with Verizon without an early termination fee or without getting an attorney involved. It should be up to Verizon to make sure that the gift cards are issued in the proper time period. I should not have had to call them and be on the phone with them for over an hour with them transferring me to different people, which most of them had nothing to do with the issue The only thing I could get out of Verizon was an apology for their mistake yet if I missed a payment to them and just gave them an apology for it they would definitely be coming after me with a penalty. I received an email from Verizon in May stating that my card was being processed. When I didn't receive it by June I had to call them and that is when they said there was an error in the processing. I was told on June ** that it was being re-processed but yet when *** ** from Verizon's Executive Office in Florida called on June ** she told me that they were starting to process it then, so as far as I know they are just giving me the run around because no one can tell me what is truly going on or when I will receive my gift card which is way past my contract dateThe *** prepaid card was suppose to be issued after I had the service for days and here it has already been over days and the time frame they are giving me now is weeks to days more, which is not acceptable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** Executive Relations Team/***/Revdex.com case ***/ I spoke with *** at *** *** *** advise that we have credited $for the Early Termination Fee to honor what the notes showCoaching has been sent to reps will open a follow up to check next bill for credit customer may want a check sent for the remaining of the credit balance after the next bill post
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
You may close this case as Verizon do not seem to have any appreciation for 11-year long reliable customer. Thank you,***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon records show no order has been received for porting the customer’s service to date, 5/**/16. Several attempts have been made to contact the customer by phone to discuss the information above. Verizon has not been successful reaching the customerOur contact information was
provided via email, for Verizon’s Escalation Team We will be happy to re-open this complaint once the customer makes contact
We were able to enroll the customer into a new year contracted rate that the customer found acceptableThe customer is now satisfied
A billing specialist contacted the customer on 10/*/to address her billing concerns. The specialist was able to resolve the billing concerns and will follow up with the next bill to adjust the installation charges. The customer was also having issues with the television service.
A technician was dispatched to the customer's home on 10/*/and was able to resolve the concerns. The customer was given a credit for the service outage. We apologize for any inconvenience that this matter may have caused the customer
Revdex.com:
I have received a call from Verizon Communications offering to correct the discrepancies made on my credit report regarding complaint ID ***, the matter has been resolved
Sincerely,
*** ***
I called Intergrative Physical * *** ***I spoke with a representative who advised the fax machine and phone lines are workingWill issue OOS credit for: *** from 02/**/16-03/**/*** from 02/**/16-03/**/from 02/**/16-03/**/*** from
02/**/16-**/**/*** from 02/**/16-03/**/OOS IS
Hi, Case is closed with following resolutionPlease close case on your end and attach closing I was able to issue a disconnect on ###-###-#### (***) and clear the error on ###-###-####(***)I spoke with *** and told her to test her dad's dial toneI confirmed the billing will be
in her name but sent to the service address as she requestedThere is no long distance carrier and the number is Non-PublishedI also recommended that she may want to add Privacy Block so that any outbound calls do not reveal the telephone numberShe agreed and I advised her that would go into effect tomorrow 2/**/We also added a mandatory digit pin to the new accountI will follow up her bills to adjust and number changesI advised her to call me if she has any questions when she gets her bills since there will likely be a few of them because of the multiple customer codes Jennifer W*** Senior Analyst Verizon Executive Relations Team ###-###-#### ***
Verizon Appeals Billing representative spoke with *** *** on September **, 2015, apologized and advised that it is Verizon Policy that he should have been offered ,a maintenance plan at the time he placed his order for serviceThe representative reviewed the details of the wire maintenance plan
vsnot having the plan, and he requested to add the $per month Wire Maintenance PlanThe representative placed order number *** to add the Maintenance Plan on September **, 2015. The customer was satisfied with the explanation and resolution. Joyce D***Verizon Executive Relations SrAnalyst
Issue resolved prior to receipt of complaintThe returnedequipment was located and account adjusted for $We appreciate customerbrining this to our attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]My bill has not been adjusted for the services included in the bundled package but were unavailable for use
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon has been unsuccessful in attempts made to reach the customer for resolution on 1/**/and 2/*/17. A please call letter was mailed and Verizon will address the dispute with the customer when they respond
In accordance with our review of the customer's account, she was already issued credit for her Internet service issue. The Internet was not working but TV service wasThe video on demand and guide were not working because they are powered by the Internet and they are not chargeable services
so no credit would typically be warranted for these servicesCredit for one third of her bundle (the estimation for internet services) would be about $plus $per month for the router rental comes to approximately $for months which totals approximately $in credit rightfully owed to the customerHowever, the rep who issued these credits gave significant credits towards the TV portion of service as well with credits totaling $No further credit is due to the customerVerizon apologizes for any inconvenience the customer experienced as a result of this matter
This complaint was originally addressed under *** case # *** on 5/**/for Account # ***: Verizon Appeals representative spoke with *** *** reviewed the Early Termination Fee (ETF) and advised the contract he took out was for his location when service installed, for
monthTerms of Service TV section 10b states if service is disconnected for any reason an ETF will be chargedThe ETF is also addressed under Fios Internet section number *** *** said he was in the military but not being deployed, he will be ending military service this summer*** *** said he received an email about equipment, which Verizon records indicate was returned and received on 05/**/& 05/**/*** *** was advised Verizon would not be waiving the ETF. Verizon records also indicate the customer contacted Verizon on 4/**/15, requesting to disconnect the service and was advised Verizon does not offer FiOS service in the new location and was advised the ETF would be $180.00. The customer was advised Verizon telephone and HSI services were available and advised can move with those services without a penalty and the customer declinedThe ETF has been sustainedOn 6/*/15, I called the customer's reach number ###-###-#### and reached a recording stating the number was not in service and a please call letter was sent.*** *** *** *** *** ***###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Although Verizon Communications reimbursed us for the router rental, they still have not addressed the unintentional change from select HD to ultimateNo one in my household consented to the change or knew that this change took placeBecause I was only made aware of the change weeks later, when we received the monthly bill, we were charged approximately $more than anticipatedI will not consider this complaint to be resolved until Verizon Communications reimburses all of the extra charges due to ultimate HD instead of select.It is peculiar that we did not receive a confirmation message via email as soon as the change took placeIn my experience as a Verizon customer since 2012, they have always sent confirmation emails with every change to the accountWhy was a confirmation email not sent to me when the account was supposedly changed on 3/**/15? If I had known of the change as soon as it took place, I could have easily corrected it without all of the extra chargesIt is this lack of confirmation that cost usWe did not watch any of the ultimate HD channels or make use of ultimate HD in any way.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me and the matter has been resolvedIt is too bad that the only way they would contact me was by going through the Revdex.comThis was taken care of, but should never have gotten to this pointMy account was closed, nit suspended as I was told many times and fairly recentlyPulled from collections and no balance dueJust no internet when I arrive home after the month absence
Sincerely,
*** ***
Subsequent to receipt and acknowledgement of the Revdex.com complaint, I forwarded *** ***’s concern to Verizon’s billing department for further review and contact. A billing consultant reviewed the account and adjusted the September bill to honor the $pricing. The
$local exchange discount was removed and a $discount was placed to offset some of the tax increases and bringing the monthly total to $111. The consultant added an additional $recurring credit for ten (10) months to honor the pricing of $for twelve (12) monthsPlease be advised the customer is not in a contract; consequently, he would be subject to any increases going forward. Initially, the consultant was unsuccessful in speaking to *** ***; however, he left a voicemail including callback information. Today, October **, 2017, the consultant spoke with *** *** and informed him of adjustments and billing going forward as discussed in this response. Finally, a seven-day credit of $was issued for nonworking FIOS video services. The customer voiced no further concerns or questions
A Specialist reached out to the customer on January *** to advise his refund check has been processed and he should receive the check in to business days.According to our records, the refund check was submitted on January *** to be processed and expedited to the customer. He should
receive the check in to business days