*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention We have made unsuccessful attempts to reach *** ***After reviewing the fiber cable that was being installed by a
third party, it was incomplete and had to be replacedOnce fiber cable was replaced order was reschedule and completed on June **, We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case Respectfully, Kevin Verizon SW Executive Relations
The case was sent to the business office for review.A specialist spoke with the customer and corrected the final billed Data only accountHe was billed for the Data only account after he disconnected and was advise he would received pro-rated credit, which was incorrect as we do not adjust for Data
only accounts.As a courtesy, the specialist adjusted the full $he was billedand advised he would get a refund for that in about bill cycle/next monthMrappreciated the assistance
The Voice and Internet Service are billed together on one bill. There has been one payment made on the account totaling $on March *, 2017. The account currently has a credit balance of $
On November *, 2016, our billing representative her at the Executive Office spoke with *** *** and advised the October bill was adjusted and we will honor promised rate till January 2017. *** *** understood and had no further questions. We apologize for any inconvenience that
*** *** has experienced as a result of the above matter
Revdex.com:
In reference to complaint ID ***, Verizon finally sent me the refund amountIt's unfortunate that it required complaints to the Revdex.com & FCC for Verizon to finally pay attention
Sincerely,
*** ***
Please be advised that subsequent to receipt of the complaint, a Verizon billing consultant has been unsuccessful in speaking to the customer on the can-be-reach number of ###-###-#### provided in his complaint to the Revdex.com. Records reflect that the consultant left a voicemail
message on each occasion asking for a callback. The above information notwithstanding, please be advised that the customer is referencing an ad that is part of Verizon's mass marketing. The price states "online price" because there typically is a $online discount if the customer orders NEW SERVICES online. Because *** *** is not a new customer, he is not eligible to receive the rate as is stated in the flyer. Please also note when you go online at verizon.com, one can see the offer referenced by *** ***. When one selects the link that reads, "offer and pricing details," there will be a notation, in part, as follows: "FIOS Triple Play - year agreement. Limited time online offer for new FIOS TV and Internet residential customer subscribing to a Customer TV, Fios Gigabit Connection (Up to 940/Mbps) internet and Fios Digital Voice bundle" I was advised by the attending Verizon consultant that her last message ostensibly advised *** *** that she was calling about the disputed advertisement he received and that she had been unsuccessful in her efforts to speak to him. She also provided a callback number of ###-###-#### should he wish to discuss the matter further
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 resolvedVerizon was able to restore our service outageVerizon Business was able to provide a refund for the time we went without serviceWhile the customer service experience was not to our liking- too many automated phone service recordings, too many automated emails, when we are able to communicate directly our complaint was handled wellThis took several days, several emails, several phone calls, and several direct messages over Twitter to accomplish which took us further away from our day to day business operations in addition to being without our primary source of internet.Thank you for your assistance in the matter and helping us to seek resolution
Sincerely,
*** ***
Company records show that on 3/10/the customer was sent a confirmation order stating that his billing would be as follows plus equipment taxes and fees:Triple Play $69.99Verizon Freedom EssentialsFiOS Customer TV FiOS internet 50/50This information was verified with the customer 4/when the
customer was provided the access information for his voicemailIn 6/the customer removed the phone service and increased the internet speed to 75/(Reflected in the 7/bill) In 10/2016, the customer removed the TV portion of the bill (reflected in the 11/bill) and the internet began billing at a stand-alone rate of $The company has correctly billed the customer and no credit is warrantedThe customer is being billed for stand-alone internet, bundling multiple services entitles customers deeper discounts
Verizon made multiple attempts to contact this customer whofailed to respondVerizon is unable to address and resolve this complaint dueto insufficient information and provision of the specific account number inquestion
I called the customer on 5/* & 5/* checking on status of service and had to leave a voice messageI advised the customer that I am going to permanently lower his speed to 5Mbps because the tests that I have been running said that its stable. 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:
Verizon called me again and told me that they may not provide Internet to me by March and it was tentativeI told them I am willing to buy phone service and whatever else the dsl may be offered withBecause my husband and I have to have internet at homeWe both work in medical field and it is very crucial that we get internet serviceThe December date Verizon provided to Revdex.com is incorrect and I am very dissatisfied they did promise us home internet service and they are not doing it they first said it was going to be November and then DecemberNow they are saying it may be March of next yearI also told them I am willing to buy other services from them to be able to get DSL all of my neighbors have dsl The previous owner of my house had dsl I was told that the the day the previous owners cancel their dsl, I was going to have it activated on my nameSo it is not like they have to put new lines or bring cables to my houseThere was DSL in my house until October ***That's the day the previous owner disconnected their serviceWe called the Same day and Verizon is not doing what they promised.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We have researched the account and have been unable to confirm that a payment was made or processed online. We have spoken with the customer and advised that we will need proof of payment in order to investigate further. *** *** has been advised that we must obtain these documents in
order to locate this payment. We are still awaiting documentation from the customer
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: the business is furnishing a lie and not provide the accurate information in their respond and that not eliminate the fact that I did not have a proper phone line service for the last yeartheir customer service is rude and even the manager who responded to my complain was rude and try to put the fault on my side without try to solve the problem or offer a fair resolutionI still request the business to be responsibleThe issue does not have any thing to do with my house smart jack box but more with a company can not provide the right service or even being responsible and correct what they doing wrong.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Give that it now appears my account was sold by Verizon to Orion Portfolio Services, I will direct my complaint to them
Sincerely,
*** ***
Please be advised Verizon has issued a manual credit of $for the last bill and added a $a month discount to be applied until August 2017. This will make the rate the initial amount quoted for the second year of the term We trust this provides your office with the
information required in this matter Thank you, MsM*** SrAnalyst Verizon Executive Relations
Subsequent to receipt of the complaint, I contacted *** *** and apologized for his concern. I explained to *** *** that the offering of low rates is a way of attracting new customers to Verizon and essentially makes us no different than many other businesses. *** *** stated he
understood but stated that his bill has recently increased by $per month. I apprised *** *** that I would forward his concern to our billing department for further review and contact. Today, September **, 2017, a billing consultant spoke with *** *** and advised him that the largest discount we could add to the account would be $10/months. The customer was advised that his monthly recurring charges would total approximately $166.37. The billing consultant also explained to *** *** that he would not qualify for new customer rates and the $10/months rate is the best Verizon can offer. *** *** accepted the offer and order *** was issued
Good afternoon, Claimant placed account on vacation suspend for months on June *** At this time there were months left on the claimants contractHad he disconnected all the services the ETF would have been added to the accountBut since it was placed on Vacation suspend for months, the
ETF was not applied. However, the time the account spends on Vacation suspend does not count towards the time remaining on the contract, which was monthsOnce the suspension length was over, the services were reactivated and the claimant was billedThe charges are valid and have been sustained previously and will continue to be sustainedThis is our final position
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]
The company should have provided a credit or some sort of "I'm sorry"They did nothing of the sortLiterally they wouldn't even take my order via phone and match the online priceThey offered nothing of assistance other than to connect me with departments to fix this on my own.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon has made attempts to reach the customer to discuss her billingThe customer was provided a contact numberThe company has found no error in billing and if the customer would like to make a change to her plan she can contact us
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $and a DVR Free for Life. The customer ported his telephone number to another company on 1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/the customer placed an order dated for 2/*/to upgrade his speed to 150/and upgrade his television equipment to FIOS Quantum TV. This order included a $for month Stay with us credit as well as a $for month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/plus FIOS Extreme HD with a bundle price of $minus the $and $discounts. A technician was dispatched on 2/*/but was not able to complete the work that day. On 2/**/the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $and $discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/totaling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $and $discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention We have made unsuccessful attempts to reach *** ***After reviewing the fiber cable that was being installed by a
third party, it was incomplete and had to be replacedOnce fiber cable was replaced order was reschedule and completed on June **, We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case Respectfully, Kevin Verizon SW Executive Relations
The case was sent to the business office for review.A specialist spoke with the customer and corrected the final billed Data only accountHe was billed for the Data only account after he disconnected and was advise he would received pro-rated credit, which was incorrect as we do not adjust for Data
only accounts.As a courtesy, the specialist adjusted the full $he was billedand advised he would get a refund for that in about bill cycle/next monthMrappreciated the assistance
The Voice and Internet Service are billed together on one bill. There has been one payment made on the account totaling $on March *, 2017. The account currently has a credit balance of $
On November *, 2016, our billing representative her at the Executive Office spoke with *** *** and advised the October bill was adjusted and we will honor promised rate till January 2017. *** *** understood and had no further questions. We apologize for any inconvenience that
*** *** has experienced as a result of the above matter
Revdex.com:
In reference to complaint ID ***, Verizon finally sent me the refund amountIt's unfortunate that it required complaints to the Revdex.com & FCC for Verizon to finally pay attention
Sincerely,
*** ***
Please be advised that subsequent to receipt of the complaint, a Verizon billing consultant has been unsuccessful in speaking to the customer on the can-be-reach number of ###-###-#### provided in his complaint to the Revdex.com. Records reflect that the consultant left a voicemail
message on each occasion asking for a callback. The above information notwithstanding, please be advised that the customer is referencing an ad that is part of Verizon's mass marketing. The price states "online price" because there typically is a $online discount if the customer orders NEW SERVICES online. Because *** *** is not a new customer, he is not eligible to receive the rate as is stated in the flyer. Please also note when you go online at verizon.com, one can see the offer referenced by *** ***. When one selects the link that reads, "offer and pricing details," there will be a notation, in part, as follows: "FIOS Triple Play - year agreement. Limited time online offer for new FIOS TV and Internet residential customer subscribing to a Customer TV, Fios Gigabit Connection (Up to 940/Mbps) internet and Fios Digital Voice bundle" I was advised by the attending Verizon consultant that her last message ostensibly advised *** *** that she was calling about the disputed advertisement he received and that she had been unsuccessful in her efforts to speak to him. She also provided a callback number of ###-###-#### should he wish to discuss the matter further
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 resolvedVerizon was able to restore our service outageVerizon Business was able to provide a refund for the time we went without serviceWhile the customer service experience was not to our liking- too many automated phone service recordings, too many automated emails, when we are able to communicate directly our complaint was handled wellThis took several days, several emails, several phone calls, and several direct messages over Twitter to accomplish which took us further away from our day to day business operations in addition to being without our primary source of internet.Thank you for your assistance in the matter and helping us to seek resolution
Sincerely,
*** ***
Company records show that on 3/10/the customer was sent a confirmation order stating that his billing would be as follows plus equipment taxes and fees:Triple Play $69.99Verizon Freedom EssentialsFiOS Customer TV FiOS internet 50/50This information was verified with the customer 4/when the
customer was provided the access information for his voicemailIn 6/the customer removed the phone service and increased the internet speed to 75/(Reflected in the 7/bill) In 10/2016, the customer removed the TV portion of the bill (reflected in the 11/bill) and the internet began billing at a stand-alone rate of $The company has correctly billed the customer and no credit is warrantedThe customer is being billed for stand-alone internet, bundling multiple services entitles customers deeper discounts
Verizon made multiple attempts to contact this customer whofailed to respondVerizon is unable to address and resolve this complaint dueto insufficient information and provision of the specific account number inquestion
I called the customer on 5/* & 5/* checking on status of service and had to leave a voice messageI advised the customer that I am going to permanently lower his speed to 5Mbps because the tests that I have been running said that its stable. 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:
Verizon called me again and told me that they may not provide Internet to me by March and it was tentativeI told them I am willing to buy phone service and whatever else the dsl may be offered withBecause my husband and I have to have internet at homeWe both work in medical field and it is very crucial that we get internet serviceThe December date Verizon provided to Revdex.com is incorrect and I am very dissatisfied they did promise us home internet service and they are not doing it they first said it was going to be November and then DecemberNow they are saying it may be March of next yearI also told them I am willing to buy other services from them to be able to get DSL all of my neighbors have dsl The previous owner of my house had dsl I was told that the the day the previous owners cancel their dsl, I was going to have it activated on my nameSo it is not like they have to put new lines or bring cables to my houseThere was DSL in my house until October ***That's the day the previous owner disconnected their serviceWe called the Same day and Verizon is not doing what they promised.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We have researched the account and have been unable to confirm that a payment was made or processed online. We have spoken with the customer and advised that we will need proof of payment in order to investigate further. *** *** has been advised that we must obtain these documents in
order to locate this payment. We are still awaiting documentation from the customer
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: the business is furnishing a lie and not provide the accurate information in their respond and that not eliminate the fact that I did not have a proper phone line service for the last yeartheir customer service is rude and even the manager who responded to my complain was rude and try to put the fault on my side without try to solve the problem or offer a fair resolutionI still request the business to be responsibleThe issue does not have any thing to do with my house smart jack box but more with a company can not provide the right service or even being responsible and correct what they doing wrong.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Give that it now appears my account was sold by Verizon to Orion Portfolio Services, I will direct my complaint to them
Sincerely,
*** ***
Please be advised Verizon has issued a manual credit of $for the last bill and added a $a month discount to be applied until August 2017. This will make the rate the initial amount quoted for the second year of the term We trust this provides your office with the
information required in this matter Thank you, MsM*** SrAnalyst Verizon Executive Relations
Subsequent to receipt of the complaint, I contacted *** *** and apologized for his concern. I explained to *** *** that the offering of low rates is a way of attracting new customers to Verizon and essentially makes us no different than many other businesses. *** *** stated he
understood but stated that his bill has recently increased by $per month. I apprised *** *** that I would forward his concern to our billing department for further review and contact. Today, September **, 2017, a billing consultant spoke with *** *** and advised him that the largest discount we could add to the account would be $10/months. The customer was advised that his monthly recurring charges would total approximately $166.37. The billing consultant also explained to *** *** that he would not qualify for new customer rates and the $10/months rate is the best Verizon can offer. *** *** accepted the offer and order *** was issued
Good afternoon, Claimant placed account on vacation suspend for months on June *** At this time there were months left on the claimants contractHad he disconnected all the services the ETF would have been added to the accountBut since it was placed on Vacation suspend for months, the
ETF was not applied. However, the time the account spends on Vacation suspend does not count towards the time remaining on the contract, which was monthsOnce the suspension length was over, the services were reactivated and the claimant was billedThe charges are valid and have been sustained previously and will continue to be sustainedThis is our final position
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]
The company should have provided a credit or some sort of "I'm sorry"They did nothing of the sortLiterally they wouldn't even take my order via phone and match the online priceThey offered nothing of assistance other than to connect me with departments to fix this on my own.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon has made attempts to reach the customer to discuss her billingThe customer was provided a contact numberThe company has found no error in billing and if the customer would like to make a change to her plan she can contact us
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $and a DVR Free for Life. The customer ported his telephone number to another company on 1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/the customer placed an order dated for 2/*/to upgrade his speed to 150/and upgrade his television equipment to FIOS Quantum TV. This order included a $for month Stay with us credit as well as a $for month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/plus FIOS Extreme HD with a bundle price of $minus the $and $discounts. A technician was dispatched on 2/*/but was not able to complete the work that day. On 2/**/the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $and $discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/totaling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $and $discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made