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]
They stated that it would take another week to get me my refund after already taking weeksNow it has been a month and I still have not received my refundVerizon has not put any urgency behind this matterAlso they only contact me to say it still can take longI am very upset and still unsatisfied with the the results.
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 ***, I
have spoke to several managers from Verizon and have been informed that the claim has been referred to *** for actionI am working with *** and Verizon has provided satisfactory response at the current time.
Sincerely,
*** ***
The customer disconnected Verizon services on March **, 2016. The billing date for the account was the *** of each month. At the time the customer disconnected services, there was an outstanding balance on the account of $which was billed on the March **, billing
statement. This billing statement billed for a month in advance for services from March ** through April **, 2016. The customer stated he calculated prorated charges and paid $on April *, and still received an email reminder that there was an outstanding balance due on the account. Although the customer disconnected services on March **, 2016, which was in between a billing cycle, a final bill for the account had not yet generated. The final bill would include any applicable prorated credits and any additional charges should there be any, thus until the final bill generates, the difference between what was billed and what the customer paid, would remain as outstanding on our billing system. Attempts to contact the customer to discuss his concerns have not been successful
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 main issue is misleading sales representatives (external vendors) that Verizon uses to do bait and switch advertisingThen, when I dispute what the sales rep told me vswhat was delivered, Verizon has no record of the phone conversation The sales rep told me I would get something equivalent to NFL ticket I play fantasy football and want to see the games my players are playing in, not the one or two games the cable network decides to show in my area Apparently, what he was likely talking about was NFL Red Zone, which I came to understand later, shows scoring plays from across the league in near real time When the cable guy came to install it, I asked what special NFL channels I had He said he didn't see anything soecial I called a local Verizon customer service line and they told me I did have a special NFL channel It took me many Sundays to become accustomed with Verizon'store cable box and determine if any additional football games were being displayed on my cable channels I eventually learned that there were not The local sales rep informed me I had the NFL Network, which was not the NFL Red Zone or anything close to NFL Ticket, as the Verizon rep had informed me This is the main reason I want the cancelation fee waived - misleading, lying sales reps and Verizon taking zero accountability for deceptive sales practices The other issues are more along the lines of incompetence in being able to tell me why service has been suspended on a weekend when the bilong office is closed Completely ridiculous I was without Internet for over days, even had to wait over a day over Thanksgiving to have it work again And it's been unreliable ever since - going in and out I cannot get my *** or *** Fire stick working to this day It'seems much slower than the equivalent speed Cox I used to have I am very disappointed and dissatisfied
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon receipt of the complaint, a message was left on the customer's answering machineThe issue was referred to the appropriate department to review and investigateAs there was no indication of any current issues with the service, a repair ticket was issued for a port change at the
remote terminal as a precautionOur technician was on site on October *, and confirmed after the port change, the download and upload speeds were good to the modemMessages were left on the customer's answering machine as a follow up on October ** and a email was sent as a follow up on October ** with our 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:
Actually my problem was only partially solved I can get to my email by logging on to the internet but cannot get it through the mac mail The explanation given is faulty.The computer has not changed one bit since I lost the email on Feb*, Also we cannot change our password but the Verizon tech had to change it When we type a password in, the software will not accept it Also if there is a problem with java then Verizon should have notified us. My wife and I had to spend about five hours on the phone with their tech support before the problem was partially resolved Their tech support people promised to callat a specified time and didn't call until one and a half hours later I do not need any more help from Verizon at this time but overall the support they give to customers is extraordinarily bad.I would like to thank the Revdex.com for notifying Verizon because previous to your actions they did nothing for me Thank You
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 have determined that my complaint has NOT been resolved because:
I reviewed the screenshots submitted by Verizon and question the validity of suchThey are showing, as it states at the top of the browser, back-end informationI have attached the two emails I have on fileThe first is a Preview of the Order and the second is the ConfirmationUnlike what Verizon is showing, neither of these messages contain language surrounding termination feesIf needed, please request the phone calls be pulled as well as the account notesA myriad of calls were placed, which explains why I was offered the valued customer discountAdditionally, several phone conversations transpired whereby Verizon claims they sent emails but none were received; to which the Verizon representative could not prove an email was sentI request further responses from Verizon be in writingThe representatives charged with handling these issues are not the most professional.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Subsequent to receipt of the complaint, I spoke to *** *** and apologized for his billing concern. I forwarded the matter to our billing department for further review and customer contact. Today, May **, 2017, a billing consultant spoke to *** *** and extended the previous $
recurring credit that expired after six (6) months. *** *** stated he was expecting his bill to be lower than he previously paid ($251.56). This occurred when he called in an attempt to renegotiate and was told his bill would be about $for the next two (2) years. With this extended credit for months, his bill will be $228. *** *** was satisfied with the call and the outcome
Per Verizon records, a new install was placed and an Email was sent on 2/**/stating double play Freedom Essentials Phone and HSI enhanced $59.99, plus taxes, fees & surchargesAlso, it detailed $S&H/activation fee, and $modem chargeThe services were installed on
3/*/15, HSI bill generates on the 4th of the monthBecause of the install date the HSI service was not on the 1st bill, 3/**/The 1st bill is where the F* *** *** *** was $38.48-it was that high due to the $in international callsHere is the definition of the F* *** *** ***: *** *** *** *** *** Charge or Fee This monthly Verizon surcharge allows Verizon and Verizon Long Distance to recover from its customers the funds it pays to the Federal Communications Commission (FCC) on interstate services to support the FCC's universal service programsThe FCC regulates this charge; reviewing and adjusting the fee quarterly based on the FCC's quarterly FUSF contribution factorThe FCC uses the fund to help keep local telephone rates affordable for all customers, support telecommunications services in schools, public libraries, and rural health-care facilities and subsidize local service to high-cost areas and low-income customers*This charge does not apply to Lifeline customers
Upon receipt of Revdex.com case # *** I spoke with *** *** to acknowledge the complaint. *** *** advised as of Monday 9/**/the account is still appearing on his *** *** credit report. Further investigation was done and all three credit reporting agencies were checked and
found the customer is correct. The outstanding bill is still showing on with TransunionVerizon Financial Services Appeals representative spoke with *** *** and submitted AUD Control Number *** to remove the account from the credit reportIt does take up to days for the credit reporting agency to reflect the updated informationIt was explained to *** *** that when AUD's are submitted, they are sent electronically to all three credit reporting agencies at the same time. Verizon is not able to explain why the account was removed from Experian and Equifax, but not from TransunionThe representative offered to provide *** *** with the AUD number that was submitted 9/**/15, removing the account from his credit report. *** *** stated he did not have anything to write with, and advised he would check again with the credit reporting agency and if resolved we would not be hearing from him again.Joyce D***Verizon Executive Relations SrAnalyst
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:
Below is a copy of the response from their email, as it pertains to the account charges: "*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** ** *** ** *** *** *** *** *** *"The Executive Relations Team that reviewed our complaint did confirm that our account was incorrectly billed for a period of time after we ported to another carrier. But they also stated in a separate email to us that we had paid in advance, days beyond the port dayTherefore, it now appears that we have a refund due to us of approximately $75.The team was also able to confirm that we have devices outstanding, not which we were billed for. However, the devices that we are in possession of do not match those that were listed in the response from the team. We responded to the representative who emailed us, with pictures of the models/serial numbers of the devices we do have. The comment that Verizons records reflect that we were billed $for the HD Set top box; $for the HD DVR and $for the Digital adapter is incorrect. We had been billed $for outstanding devices. This total listed by the team = $for devices. While we appreciate that they have acknowledged that we only have devices, the math doesn't seem to add up correctly. Although this may be an irrelevant point if Verizon clears the account from an equipment standpoint, it is relevant in that the math seems to absorb the refund due to us from overpayment.Lastly, the business stated in their on-line response that they had attempted to contact us repeatedly with no success. However, it appears that they attempted to contact us at the number they had on our account profile, not the phone number that was provided in the original complaint. They subsequently sent us an email notification that they had closed the case because they couldn't get a hold of us by phone, but again, they sent this notification to an email address that had been on our account profile, not the email address provided in the complaint.
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 resolved
Sincerely,
*** ***
We spoke to *** *** *** on 07/**/and went over all credits that are going to be issued on the old account# *** We verified that all services were working correctlyWe advised that in lieu of the $gift card a credit in the amount of would be issued on their new account*** *** advised she would not be satisfied until the credits appear on their billWe advised that the credits have been approved and will appear on their August billing statementWe have set a follow up to review the 08/**/billing statement
The customer’s complaint was concerning a new business account with telephone number ***. A Verizon technician was dispatched to the business on 6/**/17. The ATA was replaced and service was restored. A representative spoke with the customer on 6/**/and confirmed satisfactionConcerning the customer receiving collection calls for account ***, the account showed a balance due of $158.82. Credits have been issued on the account and there is now a zero balance on the account. The account has been removed from collectionsThe customer was advised of this by a Verizon representative on 6/**/
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:
Our telephone service was interrupted (no dial tone) at 1am this morning (March **, 2016)This same problem happened 2/**/When one dials our home phone it goes to an answering service (not our number)After the last time, we spent hours on the phone speaking with a dozen different people at VerizonThey offered us a service called "Call Freeze" to ensure this problem would never happen againBut it hasVerizon has become an incredibly unreliable phone service. Verizon restore our phone line that we have had since They figure out how to make sure this problem does not happen again.
Sincerely,
*** ***
On 5/**/16, a Verizon representative discussed the issue with the customer. The representative issued a credit of $to the account, $for months of late fees billed from July through April of 2016. The representative also explained the monthly Verizon
charges would be approximately $
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding a recent payment arrangement made and money being withdrawn from their bank account that they stated was not authorized. The consumer went online and scheduled future
dated payments which gives permission for Verizon to remove a payment from their bank or credit card at a later date. The consumer scheduled multiple payments online to be on specific dates. The consumer logged in on-line on 6/*/and created future dated payments for due on 06/**/2017, due on 06/**/2017, and due on 06/**/They also logged in on 06/**/and created future dated payments for due on 06/**/2017. On 6/**/Verizon reversed the payment of $back to the consumer’s account leaving the account balance of $that is due on 8/*/17. On 7/**/ Verizon spoke with the consumer and they confirmed the issue has been resolved. The consumer has our contact information should they have any further concerns
Upon receipt of this complaint we sent a tech to the location who spoke with the customer and confirmed the line was working. Tech advised the line cleared on its own
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]
They stated that it would take another week to get me my refund after already taking weeksNow it has been a month and I still have not received my refundVerizon has not put any urgency behind this matterAlso they only contact me to say it still can take longI am very upset and still unsatisfied with the the results.
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 ***, I
have spoke to several managers from Verizon and have been informed that the claim has been referred to *** for actionI am working with *** and Verizon has provided satisfactory response at the current time.
Sincerely,
*** ***
Revdex.com spoke with the business and stated that the complainant's information has been removed and that they will not receive further calls
The customer disconnected Verizon services on March **, 2016. The billing date for the account was the *** of each month. At the time the customer disconnected services, there was an outstanding balance on the account of $which was billed on the March **, billing
statement. This billing statement billed for a month in advance for services from March ** through April **, 2016. The customer stated he calculated prorated charges and paid $on April *, and still received an email reminder that there was an outstanding balance due on the account. Although the customer disconnected services on March **, 2016, which was in between a billing cycle, a final bill for the account had not yet generated. The final bill would include any applicable prorated credits and any additional charges should there be any, thus until the final bill generates, the difference between what was billed and what the customer paid, would remain as outstanding on our billing system. Attempts to contact the customer to discuss his concerns have not been successful
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 main issue is misleading sales representatives (external vendors) that Verizon uses to do bait and switch advertisingThen, when I dispute what the sales rep told me vswhat was delivered, Verizon has no record of the phone conversation The sales rep told me I would get something equivalent to NFL ticket I play fantasy football and want to see the games my players are playing in, not the one or two games the cable network decides to show in my area Apparently, what he was likely talking about was NFL Red Zone, which I came to understand later, shows scoring plays from across the league in near real time When the cable guy came to install it, I asked what special NFL channels I had He said he didn't see anything soecial I called a local Verizon customer service line and they told me I did have a special NFL channel It took me many Sundays to become accustomed with Verizon'store cable box and determine if any additional football games were being displayed on my cable channels I eventually learned that there were not The local sales rep informed me I had the NFL Network, which was not the NFL Red Zone or anything close to NFL Ticket, as the Verizon rep had informed me This is the main reason I want the cancelation fee waived - misleading, lying sales reps and Verizon taking zero accountability for deceptive sales practices The other issues are more along the lines of incompetence in being able to tell me why service has been suspended on a weekend when the bilong office is closed Completely ridiculous I was without Internet for over days, even had to wait over a day over Thanksgiving to have it work again And it's been unreliable ever since - going in and out I cannot get my *** or *** Fire stick working to this day It'seems much slower than the equivalent speed Cox I used to have I am very disappointed and dissatisfied
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon receipt of the complaint, a message was left on the customer's answering machineThe issue was referred to the appropriate department to review and investigateAs there was no indication of any current issues with the service, a repair ticket was issued for a port change at the
remote terminal as a precautionOur technician was on site on October *, and confirmed after the port change, the download and upload speeds were good to the modemMessages were left on the customer's answering machine as a follow up on October ** and a email was sent as a follow up on October ** with our 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:
Actually my problem was only partially solved I can get to my email by logging on to the internet but cannot get it through the mac mail The explanation given is faulty.The computer has not changed one bit since I lost the email on Feb*, Also we cannot change our password but the Verizon tech had to change it When we type a password in, the software will not accept it Also if there is a problem with java then Verizon should have notified us. My wife and I had to spend about five hours on the phone with their tech support before the problem was partially resolved Their tech support people promised to callat a specified time and didn't call until one and a half hours later I do not need any more help from Verizon at this time but overall the support they give to customers is extraordinarily bad.I would like to thank the Revdex.com for notifying Verizon because previous to your actions they did nothing for me Thank You
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon's final position was provided to the Revdex.com on the previous rebuttal. Verizon's position remains the same. This is not a Verizon 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 because:
I reviewed the screenshots submitted by Verizon and question the validity of suchThey are showing, as it states at the top of the browser, back-end informationI have attached the two emails I have on fileThe first is a Preview of the Order and the second is the ConfirmationUnlike what Verizon is showing, neither of these messages contain language surrounding termination feesIf needed, please request the phone calls be pulled as well as the account notesA myriad of calls were placed, which explains why I was offered the valued customer discountAdditionally, several phone conversations transpired whereby Verizon claims they sent emails but none were received; to which the Verizon representative could not prove an email was sentI request further responses from Verizon be in writingThe representatives charged with handling these issues are not the most professional.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Subsequent to receipt of the complaint, I spoke to *** *** and apologized for his billing concern. I forwarded the matter to our billing department for further review and customer contact. Today, May **, 2017, a billing consultant spoke to *** *** and extended the previous $
recurring credit that expired after six (6) months. *** *** stated he was expecting his bill to be lower than he previously paid ($251.56). This occurred when he called in an attempt to renegotiate and was told his bill would be about $for the next two (2) years. With this extended credit for months, his bill will be $228. *** *** was satisfied with the call and the outcome
Per Verizon records, a new install was placed and an Email was sent on 2/**/stating double play Freedom Essentials Phone and HSI enhanced $59.99, plus taxes, fees & surchargesAlso, it detailed $S&H/activation fee, and $modem chargeThe services were installed on
* *** *** *** was $38.48-it was that high due to the $in international callsHere is the definition of the F
* *** *** ***: *** *** *** *** *** Charge or Fee This monthly Verizon surcharge allows Verizon and Verizon Long Distance to recover from its customers the funds it pays to the Federal Communications Commission (FCC) on interstate services to support the FCC's universal service programsThe FCC regulates this charge; reviewing and adjusting the fee quarterly based on the FCC's quarterly FUSF contribution factorThe FCC uses the fund to help keep local telephone rates affordable for all customers, support telecommunications services in schools, public libraries, and rural health-care facilities and subsidize local service to high-cost areas and low-income customers*This charge does not apply to Lifeline customers
3/*/15, HSI bill generates on the 4th of the monthBecause of the install date the HSI service was not on the 1st bill, 3/**/The 1st bill is where the F
Upon receipt of Revdex.com case # *** I spoke with *** *** to acknowledge the complaint. *** *** advised as of Monday 9/**/the account is still appearing on his *** *** credit report. Further investigation was done and all three credit reporting agencies were checked and
found the customer is correct. The outstanding bill is still showing on with TransunionVerizon Financial Services Appeals representative spoke with *** *** and submitted AUD Control Number *** to remove the account from the credit reportIt does take up to days for the credit reporting agency to reflect the updated informationIt was explained to *** *** that when AUD's are submitted, they are sent electronically to all three credit reporting agencies at the same time. Verizon is not able to explain why the account was removed from Experian and Equifax, but not from TransunionThe representative offered to provide *** *** with the AUD number that was submitted 9/**/15, removing the account from his credit report. *** *** stated he did not have anything to write with, and advised he would check again with the credit reporting agency and if resolved we would not be hearing from him again.Joyce D***Verizon Executive Relations SrAnalyst
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:
Below is a copy of the response from their email, as it pertains to the account charges: "*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** ** *** ** *** *** *** *** *** *"The Executive Relations Team that reviewed our complaint did confirm that our account was incorrectly billed for a period of time after we ported to another carrier. But they also stated in a separate email to us that we had paid in advance, days beyond the port dayTherefore, it now appears that we have a refund due to us of approximately $75.The team was also able to confirm that we have devices outstanding, not which we were billed for. However, the devices that we are in possession of do not match those that were listed in the response from the team. We responded to the representative who emailed us, with pictures of the models/serial numbers of the devices we do have. The comment that Verizons records reflect that we were billed $for the HD Set top box; $for the HD DVR and $for the Digital adapter is incorrect. We had been billed $for outstanding devices. This total listed by the team = $for devices. While we appreciate that they have acknowledged that we only have devices, the math doesn't seem to add up correctly. Although this may be an irrelevant point if Verizon clears the account from an equipment standpoint, it is relevant in that the math seems to absorb the refund due to us from overpayment.Lastly, the business stated in their on-line response that they had attempted to contact us repeatedly with no success. However, it appears that they attempted to contact us at the number they had on our account profile, not the phone number that was provided in the original complaint. They subsequently sent us an email notification that they had closed the case because they couldn't get a hold of us by phone, but again, they sent this notification to an email address that had been on our account profile, not the email address provided in the complaint.
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 resolved
Sincerely,
*** ***
We spoke to *** *** *** on 07/**/and went over all credits that are going to be issued on the old account# *** We verified that all services were working correctlyWe advised that in lieu of the $gift card a credit in the amount of would be issued on their new account*** *** advised she would not be satisfied until the credits appear on their billWe advised that the credits have been approved and will appear on their August billing statementWe have set a follow up to review the 08/**/billing statement
The customer’s complaint was concerning a new business account with telephone number ***. A Verizon technician was dispatched to the business on 6/**/17. The ATA was replaced and service was restored. A representative spoke with the customer on 6/**/and confirmed satisfactionConcerning the customer receiving collection calls for account ***, the account showed a balance due of $158.82. Credits have been issued on the account and there is now a zero balance on the account. The account has been removed from collectionsThe customer was advised of this by a Verizon representative on 6/**/
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:
Our telephone service was interrupted (no dial tone) at 1am this morning (March **, 2016)This same problem happened 2/**/When one dials our home phone it goes to an answering service (not our number)After the last time, we spent hours on the phone speaking with a dozen different people at VerizonThey offered us a service called "Call Freeze" to ensure this problem would never happen againBut it hasVerizon has become an incredibly unreliable phone service. Verizon restore our phone line that we have had since They figure out how to make sure this problem does not happen again.
Sincerely,
*** ***
On 5/**/16, a Verizon representative discussed the issue with the customer. The representative issued a credit of $to the account, $for months of late fees billed from July through April of 2016. The representative also explained the monthly Verizon
charges would be approximately $
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding a recent payment arrangement made and money being withdrawn from their bank account that they stated was not authorized. The consumer went online and scheduled future
dated payments which gives permission for Verizon to remove a payment from their bank or credit card at a later date. The consumer scheduled multiple payments online to be on specific dates. The consumer logged in on-line on 6/*/and created future dated payments for due on 06/**/2017, due on 06/**/2017, and due on 06/**/They also logged in on 06/**/and created future dated payments for due on 06/**/2017. On 6/**/Verizon reversed the payment of $back to the consumer’s account leaving the account balance of $that is due on 8/*/17. On 7/**/ Verizon spoke with the consumer and they confirmed the issue has been resolved. The consumer has our contact information should they have any further concerns
Upon receipt of this complaint we sent a tech to the location who spoke with the customer and confirmed the line was working. Tech advised the line cleared on its own