I spoke to the customer on November *, I explained to the customer that Verizon offers a30-day service satisfaction guarantee It is not a 30-day money back or no cost guarantee I further explained that the 30-day service satisfaction guarantee offers the customer days to cancel service without any being liable for a contractual penalty/early termination feeIn reviewing the customer’s account, the customer was billed $for labor for the wiring and installation of services; $for a modem router; and $in prorated service charges As the customer indicated that the High Speed Internet service was not properly installed and thus never worked, as a courtesy, I have issued a credit for the $labor charge as well as the $in prorated service charges for a total of $in credits Once the customer returns the modem router, a credit for the $charge will be issued A return kit has been sent to the customer to facilitate in returning the modem router
Please be advised manual Check Request has been submitted for customer's refund of be processed, along with request to expedite check to [redacted] account number [redacted]
Upon receipt of this complaint we spoke with [redacted] and apologized to him for the poor experience he had I also assured him that we will be addressing his experience through our internal channels...We also added back on for the next 6th months a 50% discount on his subscription to HBO [redacted] was satisfied with the discount and my assurance that we will be addressing his service experience
On 116, a Verizon customer service representative discussed the concerns with [redacted] The representative advised that she placed a follow up on the account for January **, bill date At that time a credit of $will be issued to the account for the ETF and $for the restoral fee The representative also explained that the setup fee of $is warranted and the customer will not receive a promotional gift card as this was not part of the original Sales Order ConfirmationThe representative placed an order to remove telephone and TV service and corrected the effective bill date for data to show The customer advised the issue was resolved
The customer advised that he was being billed for more than he was quotedThe customer was quoted a monthly bill of approximately $181.56.On total of $in credit was provided for months to correct the billingWe issued an additional $in credit to correct the bills The customer is satisfied
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Verizon states that Encore wasn't removed and it's name was changed, however this was not reflected on my statement (it still said Encore), and when I called to question no one from Verizon told me that the name was changed No notices were sent, or emailed Verizon also states that the large bill was bills combinedThis may have been true however when I logged into Verizon website to check it said that my balance was $0, and when I called a recording said my balance was $ For some reason, Verizon created a second account number under my name and did not inform me When I called they did not tell me about the second account number It is true Verizon gave me a $credit for the late payment after I called to complain I was also told by Verizon that they would actually owe me money for unused services when I canceled This was not explained Verizon also could not explain why my phone service was disconnected, which is the reason that I made this complaint (my phones were disconnected weeks before they said I had a late payment) They also had no explanation as to why they refused to reconnect my phones A Verizon representative did apologize to me over the phone, however there was no apology in the response to this complaint They just stated was was resolved and ignored the unresolved (i.eMy phones being disconnected) They could not also explain as to why they said I would receive Starz free for year, and then disconnected it after a few daysThis has been going on for over month, I have spent about hours of my time on the phone with Verizon trying to figure all this out In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised, I spoke with the customer regarding his concernIt was determined that our records do indicate an order for the equipment in March of We expedited a request to send out equipment and per [redacted] tracking, it has been delivered on May *, A billing specialist confirmed he was charged only the $discounted rate for the routerWe have made multiple attempts to confirm he has the equipment, as of this date, he has yet to respond We trust this provides your office with the information required in this matter Thank you, Sr Analyst Verizon Executive Relations
The case was sent to the Verizon internet support team for review.Records indicate that the customer is on a aggregator which indicates that this is currently best effort serviceHe is currently set for speeds from 1.1-3MBPSThe circuit is currently show in sync/has connectivity with no errors.A specialist made several attempts to reach the customer by telephone to discuss this issue, but they were not successful and messages were leftAlso, an email was sent to the customer asking if there was a more convenient number for the team to reach him, but there was no response.Should the customer wish to discuss this issue further, he may respond to the messages left and/or email sent
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about porting issues Please be advised that our Sales and Service Team was able to speak with [redacted] on January **, We were able to review the notes on the account that indicated on January **, a Sales and Service Team member spoke with [redacted] He indicated that we ported his phone number to Verizon without his permission and he tried to cancel order before Field Specialist came to install servicesAs a result, his phone number was disconnectedHe called in, a Team member placed a new order to get the phone number back with a due date to port out January **, The phone number will be ported back to his previous providerThere was a scheduled follow up for February **, to adjust bill and confirm port out was successful We were able to speak with [redacted] on January **, We were able to go over the policy on porting phone numbers and advise him that his the porting process was a successHe understands that he will not owe Verizon nor is he to pay any bill to Verizon Wireline and we will contact him February **, to confirm the final bill is zero (0) We trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate on March *, The customer has Fios Gigabit Connection and Fios Custom TV for monthsOur records show a repair ticket was issued and a technician dispatched on February **, billed the $one time Technician Visit Fee and advised he notified the Local Outside Manager of the issueOn March *, the customer's account was credited $which will appear on the next bill statementI spoke with the customer on March * and advised of the credit
According to our records, the customer placed a disconnect order with an effective date of The customer's bill cycle was 916- A credit in the amount of $was issued to the account on 12/*/ This adjustment covers the charges that were incurred after the disconnect date
The case was sent to the Consumer Financial Services (CFS) team for review.A specialist advised that records indicate that customer [redacted] , account # [redacted] with phone number ###-###-#### is showing a $as balance due, with final bill received date as Records also indicate that a settlement was offered by the Outside Collection Agency (OCA) for collection agency for 50% of the amount dueThe account has been with various OCA's since and customer has been sent several copies of statements at various times.The customer did not provide a telephone number to be reached and the number in question is terminatedShould the customer wish to discuss this matter further, she may reach the Verizon specialist by calling ###-###-####; Monday-Friday 7-3:30PM CSDT
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes to A Verizon representative spoke with [redacted] on July *, and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him [redacted] has accepted these actions as resolution and closure to this inquiry We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This remains the absurdity of their position and failure to address the essential underlying concern The DHCP Server side error they had to fix on separate occasions violated their advertising for the home service * [redacted] With only devices connected their connection produced DHCP conflict errors every time a laptop was removed from the area and the same laptop returned to the area for network connectivity This is a server configuration error on Verizon's end in violation of their advertised reliable service class Verizon is like a recalcitrant teenager in this case; nothing is ever "there fault" but not for any valid reason since the reasons offered continually change Verizon indicated that it was a laptop problem when this was proven empirically by the customer they changed to a temporary network issue, then changed to a package issue, then a router issue, and now it should be a business account Like a teenager caught out after curfew their excuses continue to evolve with ever increasing transparency I asked Verizon on multiple occasions to send out a tech to investigate the issue offering to make time they refused without a hefty service charge despite advertising reliable service This reason also conflicts with their most recent e-mail to me when they offered to send out a service tech because of the DHCP error Basically Verizon has tried every excuse except for taking responsibility for advertising one level of service while delivering another In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: On Verizon made an offer of months free HBO and a recurring bill in the amount of $under my complaint ID- [redacted] I accepted this offer on and on Revdex.com closed and stated this issue resolvedAs of today I went to Verizon.com to check on my bill and it is $My bill is not $but instead $I want my bill to reflect my agreement with Verizon we made on in the amount of $This is a $difference than our agreementI would like my bill adjusted to the amount we agreed upon on my complaint to the Revdex.com that I opened up on with ID [redacted] Sincerely, [redacted]
Upon receipt of this complaint we spoke with [redacted] who advised she was upset bill isnt $as she was quoted on when she rebundled for two more years [redacted] 's service order confirmation shows The service order confirmation was sent carrying over two bundle discounts in error We apologized she had to call multiple times totry and have the issue resolved We set up a recurring adjustment of $to match the $price quoteWe adjusted the previous bills feb march april and may the total of adjustments was $ We advised her daughter [redacted] , she was satisfied with the resolution [redacted] will call back directly if she has any concerns in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I want my account deleted and balance, I am done messing with this company, I was told before I placed the order I would be getting a $charge on top of my Phone bill charge which would be around $max well I got my bill for $This is not going to happen, also I was told plus I have an email stating I would be getting the install on a tht Friday which turned into Sat I took off a day of work for nothing then sat cam said they would be here between 8-then between 11;45-12;then 2;35-;and so forth till he came close to 4pmI HAVE NOT HAD NOTHING BUT A BAD TIME WITH THIS COMPANY! I only wanted it for a landline for in case of an emergency I already have a phone voip with unlimited everything for years nowI have told verizon time I wanted my line disconnected and its still on so go figure In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Verizon has reviewed this matter further Records show the bill date for the account is the [redacted] of the month and the service was disconnected on Records show effective bill date credits are back to The final bill has not been issued The final bill for this account would be in our systems days from The final balance should not reflect a chargeVerizon representatives have made several attempts to contact the customer to discuss this matter with no successVerizon has provided our contact information via mail We will be happy to reopen this case once the customer makes contact
I spoke to the customer on November *, I explained to the customer that Verizon offers a30-day service satisfaction guarantee It is not a 30-day money back or no cost guarantee I further explained that the 30-day service satisfaction guarantee offers the customer days to cancel service without any being liable for a contractual penalty/early termination feeIn reviewing the customer’s account, the customer was billed $for labor for the wiring and installation of services; $for a modem router; and $in prorated service charges As the customer indicated that the High Speed Internet service was not properly installed and thus never worked, as a courtesy, I have issued a credit for the $labor charge as well as the $in prorated service charges for a total of $in credits Once the customer returns the modem router, a credit for the $charge will be issued A return kit has been sent to the customer to facilitate in returning the modem router
Please be advised manual Check Request has been submitted for customer's refund of be processed, along with request to expedite check to [redacted] account number [redacted]
Upon receipt of this complaint we spoke with [redacted] and apologized to him for the poor experience he had I also assured him that we will be addressing his experience through our internal channels...We also added back on for the next 6th months a 50% discount on his subscription to HBO [redacted] was satisfied with the discount and my assurance that we will be addressing his service experience
On 116, a Verizon customer service representative discussed the concerns with [redacted] The representative advised that she placed a follow up on the account for January **, bill date At that time a credit of $will be issued to the account for the ETF and $for the restoral fee The representative also explained that the setup fee of $is warranted and the customer will not receive a promotional gift card as this was not part of the original Sales Order ConfirmationThe representative placed an order to remove telephone and TV service and corrected the effective bill date for data to show The customer advised the issue was resolved
The customer advised that he was being billed for more than he was quotedThe customer was quoted a monthly bill of approximately $181.56.On total of $in credit was provided for months to correct the billingWe issued an additional $in credit to correct the bills The customer is satisfied
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Verizon states that Encore wasn't removed and it's name was changed, however this was not reflected on my statement (it still said Encore), and when I called to question no one from Verizon told me that the name was changed No notices were sent, or emailed Verizon also states that the large bill was bills combinedThis may have been true however when I logged into Verizon website to check it said that my balance was $0, and when I called a recording said my balance was $ For some reason, Verizon created a second account number under my name and did not inform me When I called they did not tell me about the second account number It is true Verizon gave me a $credit for the late payment after I called to complain I was also told by Verizon that they would actually owe me money for unused services when I canceled This was not explained Verizon also could not explain why my phone service was disconnected, which is the reason that I made this complaint (my phones were disconnected weeks before they said I had a late payment) They also had no explanation as to why they refused to reconnect my phones A Verizon representative did apologize to me over the phone, however there was no apology in the response to this complaint They just stated was was resolved and ignored the unresolved (i.eMy phones being disconnected) They could not also explain as to why they said I would receive Starz free for year, and then disconnected it after a few daysThis has been going on for over month, I have spent about hours of my time on the phone with Verizon trying to figure all this out In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised, I spoke with the customer regarding his concernIt was determined that our records do indicate an order for the equipment in March of We expedited a request to send out equipment and per [redacted] tracking, it has been delivered on May *, A billing specialist confirmed he was charged only the $discounted rate for the routerWe have made multiple attempts to confirm he has the equipment, as of this date, he has yet to respond We trust this provides your office with the information required in this matter Thank you, Sr Analyst Verizon Executive Relations
The case was sent to the Verizon internet support team for review.Records indicate that the customer is on a aggregator which indicates that this is currently best effort serviceHe is currently set for speeds from 1.1-3MBPSThe circuit is currently show in sync/has connectivity with no errors.A specialist made several attempts to reach the customer by telephone to discuss this issue, but they were not successful and messages were leftAlso, an email was sent to the customer asking if there was a more convenient number for the team to reach him, but there was no response.Should the customer wish to discuss this issue further, he may respond to the messages left and/or email sent
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about porting issues Please be advised that our Sales and Service Team was able to speak with [redacted] on January **, We were able to review the notes on the account that indicated on January **, a Sales and Service Team member spoke with [redacted] He indicated that we ported his phone number to Verizon without his permission and he tried to cancel order before Field Specialist came to install servicesAs a result, his phone number was disconnectedHe called in, a Team member placed a new order to get the phone number back with a due date to port out January **, The phone number will be ported back to his previous providerThere was a scheduled follow up for February **, to adjust bill and confirm port out was successful We were able to speak with [redacted] on January **, We were able to go over the policy on porting phone numbers and advise him that his the porting process was a successHe understands that he will not owe Verizon nor is he to pay any bill to Verizon Wireline and we will contact him February **, to confirm the final bill is zero (0) We trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
[redacted] was given a one-time courtesy adjustment on the 1st installation charge
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate on March *, The customer has Fios Gigabit Connection and Fios Custom TV for monthsOur records show a repair ticket was issued and a technician dispatched on February **, billed the $one time Technician Visit Fee and advised he notified the Local Outside Manager of the issueOn March *, the customer's account was credited $which will appear on the next bill statementI spoke with the customer on March * and advised of the credit
According to our records, the customer placed a disconnect order with an effective date of The customer's bill cycle was 916- A credit in the amount of $was issued to the account on 12/*/ This adjustment covers the charges that were incurred after the disconnect date
The case was sent to the Consumer Financial Services (CFS) team for review.A specialist advised that records indicate that customer [redacted] , account # [redacted] with phone number ###-###-#### is showing a $as balance due, with final bill received date as Records also indicate that a settlement was offered by the Outside Collection Agency (OCA) for collection agency for 50% of the amount dueThe account has been with various OCA's since and customer has been sent several copies of statements at various times.The customer did not provide a telephone number to be reached and the number in question is terminatedShould the customer wish to discuss this matter further, she may reach the Verizon specialist by calling ###-###-####; Monday-Friday 7-3:30PM CSDT
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes to A Verizon representative spoke with [redacted] on July *, and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him [redacted] has accepted these actions as resolution and closure to this inquiry We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This remains the absurdity of their position and failure to address the essential underlying concern The DHCP Server side error they had to fix on separate occasions violated their advertising for the home service * [redacted] With only devices connected their connection produced DHCP conflict errors every time a laptop was removed from the area and the same laptop returned to the area for network connectivity This is a server configuration error on Verizon's end in violation of their advertised reliable service class Verizon is like a recalcitrant teenager in this case; nothing is ever "there fault" but not for any valid reason since the reasons offered continually change Verizon indicated that it was a laptop problem when this was proven empirically by the customer they changed to a temporary network issue, then changed to a package issue, then a router issue, and now it should be a business account Like a teenager caught out after curfew their excuses continue to evolve with ever increasing transparency I asked Verizon on multiple occasions to send out a tech to investigate the issue offering to make time they refused without a hefty service charge despite advertising reliable service This reason also conflicts with their most recent e-mail to me when they offered to send out a service tech because of the DHCP error Basically Verizon has tried every excuse except for taking responsibility for advertising one level of service while delivering another In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: On Verizon made an offer of months free HBO and a recurring bill in the amount of $under my complaint ID- [redacted] I accepted this offer on and on Revdex.com closed and stated this issue resolvedAs of today I went to Verizon.com to check on my bill and it is $My bill is not $but instead $I want my bill to reflect my agreement with Verizon we made on in the amount of $This is a $difference than our agreementI would like my bill adjusted to the amount we agreed upon on my complaint to the Revdex.com that I opened up on with ID [redacted] Sincerely, [redacted]
Upon receipt of this complaint we spoke with [redacted] who advised she was upset bill isnt $as she was quoted on when she rebundled for two more years [redacted] 's service order confirmation shows The service order confirmation was sent carrying over two bundle discounts in error We apologized she had to call multiple times totry and have the issue resolved We set up a recurring adjustment of $to match the $price quoteWe adjusted the previous bills feb march april and may the total of adjustments was $ We advised her daughter [redacted] , she was satisfied with the resolution [redacted] will call back directly if she has any concerns in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I want my account deleted and balance, I am done messing with this company, I was told before I placed the order I would be getting a $charge on top of my Phone bill charge which would be around $max well I got my bill for $This is not going to happen, also I was told plus I have an email stating I would be getting the install on a tht Friday which turned into Sat I took off a day of work for nothing then sat cam said they would be here between 8-then between 11;45-12;then 2;35-;and so forth till he came close to 4pmI HAVE NOT HAD NOTHING BUT A BAD TIME WITH THIS COMPANY! I only wanted it for a landline for in case of an emergency I already have a phone voip with unlimited everything for years nowI have told verizon time I wanted my line disconnected and its still on so go figure In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Verizon records indicate the service was activated on December **, Subsequently, the customer disconnected service on December **,
Verizon has reviewed this matter further Records show the bill date for the account is the [redacted] of the month and the service was disconnected on Records show effective bill date credits are back to The final bill has not been issued The final bill for this account would be in our systems days from The final balance should not reflect a chargeVerizon representatives have made several attempts to contact the customer to discuss this matter with no successVerizon has provided our contact information via mail We will be happy to reopen this case once the customer makes contact