A Verizon billing representative spoke to *** *** today, July **, 2016. *** *** was looking for ways to lower her bill. The customer was advised that as of now, she has the highest loyalty discount until July. The representative offered to continue that credit for one
more month until August. She was also out of service for two days and therefore the bill was adjusted by $8.95. *** *** was satisfied
Upon receipt of the complaint, a message was left on the customer's voice messaging device on November **, with our contact informationThe issue was referred to the appropriate department to review and investigateThe customer has Fios Triple Play bundle On September **, at the
customer's request, an order was issued putting the customer's service on vacation suspendDue to a systems error, only the Fios Internet and Fios TV services were suspended. On November **, the account was credited for the November charges and the representative submitted an order suspending the voice services. The customer's December bill should reflect the credits and the customer has our contact information if there are any questions
The case was acknowledge on February **, 2017. According to our records, the customer renewed his service on January **, with a new two year contract. The contract included $in internet discounts of which $would expire on February *, and $would expire on February *, and $would not expireThat renewal also included an additional discount of $a month for months for a total savings of $which expired on January ** 2018. The discounts and when they expired printed on the customer's bill each month. Currently, the customer has $in discounts on his bill of which $will expire on February *, and $will not expireThe customer was offered the only available discount of $x months and he declined the offer. The customer has exhausted all other retain offers available to his account. Verizon offered these discount to the customer because he entered into a two year contract and the early termination fee will not be waivedThe early termination fee as of today is for $and is a valid feeThe customer’s contract will expire on January **, The customer stated that he will pay the early termination fee if Verizon allows him five days to cancel so he can go to another provider. The customer’s account needs to be live for him to transfer his service. He can place an order with the clec to move his service and the Specialist will follwith him to disconnect his internet and television service once he is installed. The phone will automatically disconnect once the service is installedThe customer will be responsible for the early termination fee at that time. Verizon's position remains the same the early termination fee is valid and will not be waived
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention Our investigations are showing where customer had placed an order on July *, for a Triple Play Bundle in the amount of $
with a yr contractThis includes Phone, TV & InternetMay 2015, *** *** called Verizon to have TV & Internet disconnected; which generated an early termination feeJuly **, Verizon spoke with *** acknowledging her concernsWhen speaking with *** ***, her only concerns were regarding unreturned equipment charges applied to her billing statement in the amount of $799.00; which has been creditedAs a courtesy, we issued a credit for the early termination fee in the amount of $We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, Kevin Verizon SW Executive Relations
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've been told for 6-weeks that the IT department is researchingI still have no access and can not get a copy of the bill they say I owe
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon records show that the customer contacted Verizon repair on 10/*/with an out of service reportThe customer was advised of an area outageRecords show that a Verizon fiber optic cable was taken down and damaged by a truckRecords show that repairs to the damaged cable were completed on
10/*/A Verizon representative spoke with the customer on 10/**/who confirmed the service was working as of Sunday morning 10/*/
On */**/*6, Verizon dispatched a technician and restored the serviceThe trouble report was received on */**/*and closed on */**/*The customer was given one day out of service credit in the amount of $The customer's new balance with this credit applied is $*and this amount is due
February *, 20*Verizon apologizes for any inconvenience experienced by the customer as a result of this matter
We are unable to locate a deposit for this customer. The customer will provide a copy of his statement show the deposit transaction. Once we receive this documentation, we will be able to resolve this issue
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 for the reasons set forth within the bracketed text inline belowI will not accept a response until I have written confirmation from Verizon of an order that is successfully placed that retains my current telephone voice services and pricing.Sincerely,*** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** ** *** ** *** *** ** *** *** *** ** ** *** *** *** *** ** ** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Please be advised Verizon reviewed the initial call with *** *** and spoke to him to review the matter further. *** *** also expressed concern that the original representative did not remove the upgrade fee from his order as he had stated he would. We explained that per the
conversation the fee would be taken care of** *** then stated that he was promised that his monthly bill would only be $We explained that we observed the original call and the rate quoted was $and his email confirmation provided this information as well. *** *** next concern was regarding the upgrade of the equipment. He advised that he did not request the upgradeHowever we reminded him that during the call he expressed concern that his equipment was not working correctly therefore the representative offered him a upgrade to get our more up to date equipment which will optimize his FIOS experienceWe have identified the representatives *** *** spoke to after the initial call as well and feedback was sent to address the poor customer service he received from the representative and lack of follow up from the supervisor as he requested. Finally, we have changed the email address on file to now go to *** ***’s email so that all future notification are sent to his email. We trust this provides your office with the information required in this matterThank you, MsM*** SrAnalyst Verizon Executive Relations
Please be advised upon receipt of the complaint filed Verizon has made attempts to speak with the consumer regarding the HBO programming. Unfortunately to date, we have been unsuccessful in our attempts; however as of 7/*/Verizon has issued an order to add HBO free of charge for
consecutive monthsVerizon apologizes for any inconvenience caused surrounding this matter
Records indicate a billing representative made contact with the customer to address the rebuttal. Upon further review, the representative confirmed the amount of $payable by credit card through Verizon's Bill Matrix system with confirmation number ***. The customer was informed the entry will be removed from credit reporting and to allow days for all bureaus to receive the updated information
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
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 response remains unchanged. A *** in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. *** *** was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should *** *** use a different form of payment, there will be a day hold to allow the funds to clear the bank Verizon’s records reflect an ongoing history of returned checks
The customer service representative spoke to the customer and confirmed that allsystems show the boxes returned to our inventory. The representative assured the customer that he will not be charged for unreturned equipmentThe representative advised the customer that we will stop calling
and emailing themfor the last box. The representative apologized to the customer for the calls and explained that his final bill takes approximately days to finalize and the account shows a $credit status that will update again on 7/**/15. Also, the customer’s concerns regarding our login system and automated emails have been documented
Verizon’s records show all equipment (router and STB’s) was received and no charges were generated *** *** was advised. We apologize for the inconvenience this matter has caused
Our investigation found the customer was without service from July **to August **, 2017. The bill preparation date is the *** of each monththe outage had extended beyond the date the August bill was being prepared. The credit of $for the outage will reflect on the
customer' s next bill which will be dated September * We apologize for the loss of service and the delay in repairWe appreciate that this was brought to our attention
Initial Business Response /* (1000, 5, 2015/04/16) */
CONFIDENTIAL COMMUNICATION
April 15,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
In Ms***'s complaint she states the rings she purchased on November 24, were advertised as Sterling Silver, as the website listed the product as a Silvertone Marquise Family Birthstone Ring
On April 4, 2015, Ms*** called Fingerhut Customer Service stating that her Silvertone Marquise Family Birthstone Ring had tarnished and wanting to return itAs the order was placed on November 24, 2014, the representative advised Ms*** we are unable to process an exchange due to the length of time
We will issue an exchange or refund for most items returned in new condition within days of receiptReturns will not be accepted for credit after daysOther product concerns must be handled under the manufacturer's warrantyShipping and handling charges are non-refundableReturn postage is the responsibility of the customersMusic, movies, video games and software must be returned unopened with the factory seal intactExchanges are permitted for identical product onlyComputers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within day home trial periodProducts sold as sets must be returned as sets, partial returns will not be acceptedPersonalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defectiveExchanges are permitted for identical product onlyGift cards cannot be returnedOther restrictions apply
Our customers are very important to us and we strive to assist and satisfy themI trust with this explanation we have done so with Ms***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/CC
A Verizon billing representative spoke to *** *** today, July **, 2016. *** *** was looking for ways to lower her bill. The customer was advised that as of now, she has the highest loyalty discount until July. The representative offered to continue that credit for one
more month until August. She was also out of service for two days and therefore the bill was adjusted by $8.95. *** *** was satisfied
Upon receipt of the complaint, a message was left on the customer's voice messaging device on November **, with our contact informationThe issue was referred to the appropriate department to review and investigateThe customer has Fios Triple Play bundle On September **, at the
customer's request, an order was issued putting the customer's service on vacation suspendDue to a systems error, only the Fios Internet and Fios TV services were suspended. On November **, the account was credited for the November charges and the representative submitted an order suspending the voice services. The customer's December bill should reflect the credits and the customer has our contact information if there are any questions
Please be advised Verizon has tried to make contact with *** *** several times with no successVerizon installed *** *** services on May **,
The case was acknowledge on February **, 2017. According to our records, the customer renewed his service on January **, with a new two year contract. The contract included $in internet discounts of which $would expire on February *, and $would expire on February *, and $would not expireThat renewal also included an additional discount of $a month for months for a total savings of $which expired on January ** 2018. The discounts and when they expired printed on the customer's bill each month. Currently, the customer has $in discounts on his bill of which $will expire on February *, and $will not expireThe customer was offered the only available discount of $x months and he declined the offer. The customer has exhausted all other retain offers available to his account. Verizon offered these discount to the customer because he entered into a two year contract and the early termination fee will not be waivedThe early termination fee as of today is for $and is a valid feeThe customer’s contract will expire on January **, The customer stated that he will pay the early termination fee if Verizon allows him five days to cancel so he can go to another provider. The customer’s account needs to be live for him to transfer his service. He can place an order with the clec to move his service and the Specialist will follwith him to disconnect his internet and television service once he is installed. The phone will automatically disconnect once the service is installedThe customer will be responsible for the early termination fee at that time. Verizon's position remains the same the early termination fee is valid and will not be waived
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention Our investigations are showing where customer had placed an order on July *, for a Triple Play Bundle in the amount of $
with a yr contractThis includes Phone, TV & InternetMay 2015, *** *** called Verizon to have TV & Internet disconnected; which generated an early termination feeJuly **, Verizon spoke with *** acknowledging her concernsWhen speaking with *** ***, her only concerns were regarding unreturned equipment charges applied to her billing statement in the amount of $799.00; which has been creditedAs a courtesy, we issued a credit for the early termination fee in the amount of $We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, Kevin Verizon SW Executive Relations
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've been told for 6-weeks that the IT department is researchingI still have no access and can not get a copy of the bill they say I owe
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon records show that the customer contacted Verizon repair on 10/*/with an out of service reportThe customer was advised of an area outageRecords show that a Verizon fiber optic cable was taken down and damaged by a truckRecords show that repairs to the damaged cable were completed on
10/*/A Verizon representative spoke with the customer on 10/**/who confirmed the service was working as of Sunday morning 10/*/
On */**/*6, Verizon dispatched a technician and restored the serviceThe trouble report was received on */**/*and closed on */**/*The customer was given one day out of service credit in the amount of $The customer's new balance with this credit applied is $*and this amount is due
February *, 20*Verizon apologizes for any inconvenience experienced by the customer as a result of this matter
We are unable to locate a deposit for this customer. The customer will provide a copy of his statement show the deposit transaction. Once we receive this documentation, we will be able to resolve this issue
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 for the reasons set forth within the bracketed text inline belowI will not accept a response until I have written confirmation from Verizon of an order that is successfully placed that retains my current telephone voice services and pricing.Sincerely,*** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** ** *** ** *** *** ** *** *** *** ** ** *** *** *** *** ** ** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Please be advised Verizon reviewed the initial call with *** *** and spoke to him to review the matter further. *** *** also expressed concern that the original representative did not remove the upgrade fee from his order as he had stated he would. We explained that per the
conversation the fee would be taken care of** *** then stated that he was promised that his monthly bill would only be $We explained that we observed the original call and the rate quoted was $and his email confirmation provided this information as well. *** *** next concern was regarding the upgrade of the equipment. He advised that he did not request the upgradeHowever we reminded him that during the call he expressed concern that his equipment was not working correctly therefore the representative offered him a upgrade to get our more up to date equipment which will optimize his FIOS experienceWe have identified the representatives *** *** spoke to after the initial call as well and feedback was sent to address the poor customer service he received from the representative and lack of follow up from the supervisor as he requested. Finally, we have changed the email address on file to now go to *** ***’s email so that all future notification are sent to his email. We trust this provides your office with the information required in this matterThank you, MsM*** SrAnalyst Verizon Executive Relations
Please be advised upon receipt of the complaint filed Verizon has made attempts to speak with the consumer regarding the HBO programming. Unfortunately to date, we have been unsuccessful in our attempts; however as of 7/*/Verizon has issued an order to add HBO free of charge for
consecutive monthsVerizon apologizes for any inconvenience caused surrounding this matter
Records indicate a billing representative made contact with the customer to address the rebuttal. Upon further review, the representative confirmed the amount of $payable by credit card through Verizon's Bill Matrix system with confirmation number ***. The customer was informed the entry will be removed from credit reporting and to allow days for all bureaus to receive the updated information
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
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 response remains unchanged. A *** in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. *** *** was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should *** *** use a different form of payment, there will be a day hold to allow the funds to clear the bank Verizon’s records reflect an ongoing history of returned checks
The customer service representative spoke to the customer and confirmed that allsystems show the boxes returned to our inventory. The representative assured the customer that he will not be charged for unreturned equipmentThe representative advised the customer that we will stop calling
and emailing themfor the last box. The representative apologized to the customer for the calls and explained that his final bill takes approximately days to finalize and the account shows a $credit status that will update again on 7/**/15. Also, the customer’s concerns regarding our login system and automated emails have been documented
Verizon’s records show all equipment (router and STB’s) was received and no charges were generated *** *** was advised. We apologize for the inconvenience this matter has caused
Our investigation found the customer was without service from July **to August **, 2017. The bill preparation date is the *** of each monththe outage had extended beyond the date the August bill was being prepared. The credit of $for the outage will reflect on the
customer' s next bill which will be dated September * We apologize for the loss of service and the delay in repairWe appreciate that this was brought to our attention
Initial Business Response /* (1000, 5, 2015/04/16) */
CONFIDENTIAL COMMUNICATION
April 15,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
In Ms***'s complaint she states the rings she purchased on November 24, were advertised as Sterling Silver, as the website listed the product as a Silvertone Marquise Family Birthstone Ring
On April 4, 2015, Ms*** called Fingerhut Customer Service stating that her Silvertone Marquise Family Birthstone Ring had tarnished and wanting to return itAs the order was placed on November 24, 2014, the representative advised Ms*** we are unable to process an exchange due to the length of time
We will issue an exchange or refund for most items returned in new condition within days of receiptReturns will not be accepted for credit after daysOther product concerns must be handled under the manufacturer's warrantyShipping and handling charges are non-refundableReturn postage is the responsibility of the customersMusic, movies, video games and software must be returned unopened with the factory seal intactExchanges are permitted for identical product onlyComputers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within day home trial periodProducts sold as sets must be returned as sets, partial returns will not be acceptedPersonalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defectiveExchanges are permitted for identical product onlyGift cards cannot be returnedOther restrictions apply
Our customers are very important to us and we strive to assist and satisfy themI trust with this explanation we have done so with Ms***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/CC