Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOur records show the Fully Loaded Entertainment Package was a months promotion that expiredOn September *, we issued a one time adjustment for the Fully Loaded Entertainment
Package which was explained to the customer as well as their options and the associated charges if they retain the PackageA Service Order Confirmation was emailed to the customer which detailed the promotion, the charges and expiration datesThe customer spoke with our representative on March *, 2016, who explained the bill, discounts, credits and expiration dates which are printed on the monthly bill statement. There has been an exchange of emails with the customer regarding this issueThe customer has the option of making changes to the services at any time without breaking the contract
Our investigation found that the direct debit for payment had not been set up on the accountWe had the auto pay set up and also had a billing specialist contact the customer to review and resolve issues with the billingWe appreciate this matter being brought to our attention
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateThe issue regarding the Door to Door sales representative was referred and will be addressedAs requested, the customer's request for No Solicitation was added to our Do Not
Solicit databaseFor the information to be updated in all our systems, it takes days for Do Not Call, days for Do Not Knock, and days for Do Not Mail (due to lead times at mail houses)Verizon Do Not Call and/or Do Not Mail record is effective for years for ConsumerVerizon Do Not Knock record is effective for years in ConsumerHowever if the customer changes the Telephone Number and/or Address, a new Do Not Solicit database entry is requiredAs requested, an email was sent to the customer on February ** with this information
Verizon has reviewed *** *** accountVerizon has determined the disputed charge was in error. Verizon's Customer Service Escalation team has credited the disputed charge and associated late payment charge. This credit should be reflected on *** *** May bill. Verizon has
provided this information to *** ***.We trust this information will help to resolve *** *** concerns
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:
As I just advised in my email the business told me that my billing would be corrected for my October bill and it still is not The account and bill are still reflecting $and $when I was told it would be corrected to reflect $and $ I couldn't respond in that time frame for the original case as I had to wait for my new bill to see if it was actually corrected like they said it would be*** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
This customer was offered $all inclusive for triple playHe decided to go with double removing phone lineWhen he had secoond thoughts the day after, his bundle was coming out to $all inclusive. I'm adding a $a month discount for mos to honor the $rate. Case
closed
Please be advised Verizon spoke to customer *** *** and explained in detail Terms of Service of moving to an area where FIOS is not available She offered phone and internet services at the new location to avoid the early termination fee, but he refused since complex he is moving to
includes phone, internet and TV within the monthly rental charge with another provider. The records show the Terms of service were sent in written by a supervisor on 08/**/and they were advised at that time of the fee. We issued the order to disconnect service on 08/**/as requested by customer and advised the early termination fee is $170. We trust this provides your office with the information required in this matter. Thank you, MsM***SrAnalystVerizon Executive Relations
We spoke with the customer to apologize for the problems andarranged to change the services to include a package that includes the sportschannelsWe appreciate this being brought to our attention
The account# is *** and it shows the 6/**/bill had a credit of $and on 9/**/the system shows REFUND POSTED TO CUSTOMERS BANK ACCOUNTIt is to the bank account# ending in the last four #*** at *** ***The customer was advised. Case closed
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:
HelloMy phone number has not been changed and I STILL do not have my requested channelsI work from 830-600pm the order to have my channels corrected still has not been corrected
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** ***
*** ***
*** *** Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attention According to our records; on 1/**/a new router was ordered and shipped to the customer.
A Verizon representative contacted the customer on 2/*/to ensure service was working at the requested speeds. On February *, 2016; a courtesy credit was issued totaling $100.34. We successfully reached *** *** to provide this information. The customer expressed satisfaction with this resolution. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case for any inconvenience this may have caused the customer. Sincerely, Laurene R.SW Executive Relations
Verizon records have been reviewed and the bundle has already been corrected back to the correct rate of $and the June **, bill was given a credit of $to bring balance to $A call was made to *** *** and a message was left detailing this informationAm email was also
sent with direct contact information
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]
Have not been homeThey billed me for a month that I was no longer a customer.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We were not able to reach the customer by telephone. A revised letter was sent on 6/**/to the customer. We suggest the customer contact us at their earliest convenience if they would like to discuss further
Subsequent to receipt of the complaint, a Verizon billing consultant obtained the phone call recording of February **, between *** *** and another consultant. The consultant contacted *** *** February **, and explained that during that conversation the entertainment package
she was receiving for $with a full discount of $was removed from the account. Because the discount ended February **, 2018, the attending representative added a courtesy full credit of $to cover the charge on her February bill. The representative also renewed *** ***’s contract bundle for two (2) years at $and provided HBO free for two (2) years until February **, 2020. Please note that during the conversation, the representative twice advised that this was a contract renewal and the customer completed Life on FIOS that also advised the customer of a two-year contract. Due to the renewal of the contract, a $valued-customer credit was removed from the account which was good until June 2018. The representative set up a recurring credit for the $effective until June to replace the valued-customer credit. *** ***’s bill should be around $until June 2018; thereafter, it will increase to $150.44. *** *** is satisfied with the explanation provided and thanked the consultant for his assistance
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,
*** ***
Verizon's Customer Service Escalation Team representative reviewed *** ***'s account. After complete review of the account, the representative issued credits for the amount *** *** felt she was overcharged. This information was provided to *** ***.We trust this
information will help to resolve *** ***'s concerns
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOur records show the Fully Loaded Entertainment Package was a months promotion that expiredOn September *, we issued a one time adjustment for the Fully Loaded Entertainment
Package which was explained to the customer as well as their options and the associated charges if they retain the PackageA Service Order Confirmation was emailed to the customer which detailed the promotion, the charges and expiration datesThe customer spoke with our representative on March *, 2016, who explained the bill, discounts, credits and expiration dates which are printed on the monthly bill statement. There has been an exchange of emails with the customer regarding this issueThe customer has the option of making changes to the services at any time without breaking the contract
Our investigation found that the direct debit for payment had not been set up on the accountWe had the auto pay set up and also had a billing specialist contact the customer to review and resolve issues with the billingWe appreciate this matter being brought to our attention
*** *** was given a credit of $on 9/**/that will refect on his 9/**/bill
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateThe issue regarding the Door to Door sales representative was referred and will be addressedAs requested, the customer's request for No Solicitation was added to our Do Not
Solicit databaseFor the information to be updated in all our systems, it takes days for Do Not Call, days for Do Not Knock, and days for Do Not Mail (due to lead times at mail houses)Verizon Do Not Call and/or Do Not Mail record is effective for years for ConsumerVerizon Do Not Knock record is effective for years in ConsumerHowever if the customer changes the Telephone Number and/or Address, a new Do Not Solicit database entry is requiredAs requested, an email was sent to the customer on February ** with this information
Verizon has reviewed *** *** accountVerizon has determined the disputed charge was in error. Verizon's Customer Service Escalation team has credited the disputed charge and associated late payment charge. This credit should be reflected on *** *** May bill. Verizon has
provided this information to *** ***.We trust this information will help to resolve *** *** concerns
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:
As I just advised in my email the business told me that my billing would be corrected for my October bill and it still is not The account and bill are still reflecting $and $when I was told it would be corrected to reflect $and $ I couldn't respond in that time frame for the original case as I had to wait for my new bill to see if it was actually corrected like they said it would be*** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
This customer was offered $all inclusive for triple playHe decided to go with double removing phone lineWhen he had secoond thoughts the day after, his bundle was coming out to $all inclusive. I'm adding a $a month discount for mos to honor the $rate. Case
closed
Please be advised Verizon spoke to customer *** *** and explained in detail Terms of Service of moving to an area where FIOS is not available She offered phone and internet services at the new location to avoid the early termination fee, but he refused since complex he is moving to
includes phone, internet and TV within the monthly rental charge with another provider. The records show the Terms of service were sent in written by a supervisor on 08/**/and they were advised at that time of the fee. We issued the order to disconnect service on 08/**/as requested by customer and advised the early termination fee is $170. We trust this provides your office with the information required in this matter. Thank you, MsM***SrAnalystVerizon Executive Relations
We spoke with the customer to apologize for the problems andarranged to change the services to include a package that includes the sportschannelsWe appreciate this being brought to our attention
The account# is *** and it shows the 6/**/bill had a credit of $and on 9/**/the system shows REFUND POSTED TO CUSTOMERS BANK ACCOUNTIt is to the bank account# ending in the last four #*** at *** ***The customer was advised. Case closed
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:
HelloMy phone number has not been changed and I STILL do not have my requested channelsI work from 830-600pm the order to have my channels corrected still has not been corrected
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** ***
*** ***
*** *** Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attention According to our records; on 1/**/a new router was ordered and shipped to the customer.
A Verizon representative contacted the customer on 2/*/to ensure service was working at the requested speeds. On February *, 2016; a courtesy credit was issued totaling $100.34. We successfully reached *** *** to provide this information. The customer expressed satisfaction with this resolution. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case for any inconvenience this may have caused the customer. Sincerely, Laurene R.SW Executive Relations
The service has been restored. There is a $adjustment/credit...but it does not state what it's for. Either way, a $credit is not acceptable
Verizon records have been reviewed and the bundle has already been corrected back to the correct rate of $and the June **, bill was given a credit of $to bring balance to $A call was made to *** *** and a message was left detailing this informationAm email was also
sent with direct contact information
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]
Have not been homeThey billed me for a month that I was no longer a customer.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The company stands by its response
We were not able to reach the customer by telephone. A revised letter was sent on 6/**/to the customer. We suggest the customer contact us at their earliest convenience if they would like to discuss further
Subsequent to receipt of the complaint, a Verizon billing consultant obtained the phone call recording of February **, between *** *** and another consultant. The consultant contacted *** *** February **, and explained that during that conversation the entertainment package
she was receiving for $with a full discount of $was removed from the account. Because the discount ended February **, 2018, the attending representative added a courtesy full credit of $to cover the charge on her February bill. The representative also renewed *** ***’s contract bundle for two (2) years at $and provided HBO free for two (2) years until February **, 2020. Please note that during the conversation, the representative twice advised that this was a contract renewal and the customer completed Life on FIOS that also advised the customer of a two-year contract. Due to the renewal of the contract, a $valued-customer credit was removed from the account which was good until June 2018. The representative set up a recurring credit for the $effective until June to replace the valued-customer credit. *** ***’s bill should be around $until June 2018; thereafter, it will increase to $150.44. *** *** is satisfied with the explanation provided and thanked the consultant for his assistance
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,
*** ***
Verizon's Customer Service Escalation Team representative reviewed *** ***'s account. After complete review of the account, the representative issued credits for the amount *** *** felt she was overcharged. This information was provided to *** ***.We trust this
information will help to resolve *** ***'s concerns