Dear [redacted] ,Verizon has reached out to [redacted] numerous times in the last week reg***ing her concern with her DVR failureWe have also tried to contact her to obtain more information in relation to the poor quality service that she states she has received from our representativesUnfortunately, every attempt we have made has been unsuccessful We have left messages stemming from June **, up until July **, and have recently sent an email on July **, in hopes that [redacted] will respondPlease be advised we will continue to follow up with [redacted] in regards to the complaint and have already advised her on the ways she can reach us via emailShe has my work number and email address detailed in the email messageWe look forw [redacted] to hearing from the customer and will most definitely be able to resolve the customer's concern upon contact
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: They keep giving the same response and I'm not repeating myself again! They are wrong and it's a scam they just didn't want to loose our business because they came back higher then what we were paying with cox!!!! So they played with things to get it lower and failed to explain or tell us stuff and that we'd loosenthengift card and like I said again and again and again all along kept telling us yes you'll be getting it in the mail In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
On 916, a Verizon representative reviewed the account with the customer and explained the bills in detailCharges totaling $1,for unreturned equipment was issued as credit to the account and reflects on the billCredits were issued on 9/for $as customer advised they did not move to their new location until 4/On 916, a credit was issued totaling l $for the activation feeThe representative also advised our records show the balance as of is $and is correct Verizon’s Financial services has attempted to contact the customer with no successFinancial services have provided their contact information via voicemail and [redacted] ***
We spoke with the customer on September *, to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigateThe customer is moving to another address where High Speed Internet is availableThe customer has FiOS Double Play-FiOS TV & FiOS Internet 50/under a month contract which expires on September *, The customer spoke with our representative on September *, prior to the move and she was advised there would be an Early Termination FeeNo changes were made to the accountOur representative spoke with the customer on September [redacted] and confirmed the new address supports High Speed Internet at 3Mbps data speedThe customerIt was explained that she is under a month agreement which expires on September *, and she is receiving a $monthly discount as a result of the month agreementThere are months remaining on the contractThe customer is dissatisfied that her request to waive the Early Termination Fee was denied
A Specialist emailed the customer regarding the collection notice he received and his stating he never had service with VerizonAccording to our records, a fraud case was established on February *, The customer was advised by the fraud department that he needed documentation (acceptable form of photo ID) including a notarized letter from the customer’s father taking ownership of the Verizon account The notes found on the Verizon account indicated a "change of ownership" of the account from father to son dated February *** so that the father can get Verizon services at a new locationThe Fraud Department communicated on February *, to the customer that unless his father wishes to take ownership of the account Verizon can proceed with wrong person, but a notarized letter will be required On February *, the customer advised the fraud department that he would send in his passport as the form of a photo ID As of today the fraud department hasn’t received any documentation from the customer The customer was sent the address, fax number and email address to send the documentation too He was also provided with the direct telephone number to call fraudThe account was pulled back from the collection agency and placed in dispute on February *, The account will be held for days
The case was sent to both the Fiber Solutions Center (FSC) and to the business office.Records indicate that the customer called in to report a service issue that was resolved the same day.On 122016, the specialist left a message for the customer to call.The specialist spoke with the customer who explained that she is not satisfied with the changed to our Video on Demand (VOD) service: charges for shows that were once freeThe specialist advised that she would investigate further and call back.On 12/*/2016, the specialist called the customer as planned and explained that our VOD was recently updated and now certain shows will charge a rental feeAgain, the customer is not satisfied with thisShe does have DVR, so the specialist suggested she record her showsAs a courtesy, she did agree to credit the two rental fees for programming ordered: December 2nd Secrets and Lies $and December [redacted] Conviction $Unfortunately, there is no additional compensation that will be issued, as this is a company-wide changeThe customer is not 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: Please see my prior complaint ID# [redacted] regarding Verizon billing and chargingI accepted their agreement to post a $credit on and $each month for consecutive monthsIn good faith I paid the pending invoice on and also not on this current billWhat do I need to now do to have the $credits processed each month as offered and also have the additional credit received for the prior overcharge billing of $ Sincerely, Barbara Bugosh
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: The complaint # [redacted] with Verizon Fios has NOT been resolvedThe customer relations specialist I spoke with listened, and responded with excuses, not resolutions.1) I have an auxiliary receiver box, and according to a tech: this is used in a bedroom, or kitchen, not as a main boxI was told that is goes with my level of service.2) I cannot receive any help via their help line because of the box in questionA tech must be dispatchedThe last tech replaced the outside box (at a cost to Verizon of $1500.00, so he said) One tech called his wife at his home to get the channel line-up, because my auxiliary box cannot support a guideThey will supply a main box for more money per month, thoughVerizon customer service is going to interrogate the techs dispatched..3) Customer service for phone or TV always sends you to " [redacted] r ..." to resolve problemsI have no computer at my home, nor do I have their internet serviceI do not have a "smart phone" either4) The voice mail storage is very smallI have to erase, or delete messages all the timeWhen I asked about this, I was told that "I probably did not use the old VM very much..." That is not a satisfactory answerIt is like two kids arguing "nuh-uh", and "uh huh".5) late charges: it takes Verizon days to post a checkI have had late charges removed with a phone call, but I was told that the late charges incur on the unpaid balanceIsn't that charging interest on a utility bill? The sales division is very good, howeverI took on Verizon Fios thinking that telephone and TV would be better, as they statedIt wasn't, it isn't, and it won't beI want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional costIf they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services[redacted] I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional costIf they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services Sincerely, [redacted] ***
Upon receipt of the rebuttal, the issue was referred to the appropriate department to review and investigateTelephone calls are reviewed for coaching and training purposes onlyThe recording are on a day rolling calendarA Service Order Confirmation was emailed to the customer, detailing the services, discounts, estimated bill as well as taxes and surchargesAs a retiree, the customer was given specific instructions how to apply for the Employee discountAt present, the discounts that the customer is receiving exceeds the Employee discountThere are no additional discounts available which was previously explained to the customerWe apologize for any confusion with the conversation between the customer and the employee
Verizon Appeals Billing Representative spoke with customer, apologized for his billing troubles advised the customer after his investigation [redacted] is being charged $for his Double Play 50/and Freedom EssentialsAfter taxes and fees the total bill would be approximately $The Representative explained this is the correct rate and we are not able to discount this rate any further [redacted] was dissatisfied with bundle rate and wants a rate of $No supporting documentation was found that the customer was offered a $rate and the customer has nothing in writing confirming that rate [redacted] requested no additional contact and to provide a response through the Revdex.com
A Verizon customer service representative spoke with [redacted] and apologized for the missed commitmentThe representative discussed service options and issued a year contract with a new rate of $plus $for the router Records show the estimated monthly recurring charge per the sales order confirmation is $ The representative also advised that a follow up would be placed on the account to adjust $activation fee and to waive installment billings that total $The representative reviewed the ETF (early termination fee) and terms of service with the customerWe apologize for the inconvenience that [redacted] experienced as a result of this 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: They refused to work anything out with me Verizon wants full payment to restore my services which at this time I can't afford so I am taking my business somewhere else I will pay what I owe to verizon in hopes that I won't deal with them anymore In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention A Verizon representative spoke with [redacted] on May **, in regards to this inquiry We have apologized for her experience with her Verizon services We have explained that the voicemail is not set up to have additional storage than what is already available We have also addressed her wish to have boxes that do not have limited functionality and advised of the additional monthly cost to swap them out We have issued a credit of $to the account for a late payment charge that was billed We have listened to all of her concerns and advised that we do value her opinion and suggestions She has declined to make any changed to her account at this time and advised that there was nothing else needed at this time 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: [Your Answer Here] I am not happy with Verizon's responseI still say that they mislead customers when verizon doesn't tell their customers, from the start, that their is a activation fee of $ If customers are told from the start that there is a fee, than customers will not try their business Verizon misleads their customers Don't sign with Verizon, they will rip you off someway or another In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised Verizon has reviewed the consumers account, records reflect back on the consumer was advised that a $recurring credit would be applied to the account for additional months The order to place the credit on the account inadvertently was not issuedAs of Verizon has issued adjustments on the May and June statements and has placed the order to have the recurring $credit applied to the accountVoicemail messages have been left for the consumer advising of the above information Verizon apologizes for any inconvenience caused regarding this billing error
Please be advised Verizon added the lifeline plan on August **, with an effective billing date of August **, when we received the signed papers I spoke to [redacted] today to confirm this information and no further assistance needed We trust this provides your office with the information required in this matter Thank you, MsMorse SrAnalyst Verizon Executive Relations
The customer’s former Verizon account, Account Number [redacted] , with the balance of is a SOLD accountThe customer needs to contact the purchaser of the account; Orion Portfolio Services at the phone number ###-###-####This account was sold on Verizon is not credit reporting this customer as the rights to the account are no longer owned by Verizon
On November *, a technician dispatched and replaced the customer's set top boxSeveral calls were made to confirm the customer's service is working without success and a call me letter was mailed
After investigation, Verizon found that the disconnection of [redacted] 's service was not processed correctlyVerizon records show, as stated in the complaint [redacted] paid the final bill in fullVerizon has sent notification to the credit bureaus to have this account removed from his credit reportIt can take up to days for the credit bureaus to update their recordsA Verizon representative spoke with [redacted] on and provided him with the findings of the investigationEmail has been sent to [redacted] confirming the credit score reversal
Dear [redacted] ,Verizon has reached out to [redacted] numerous times in the last week reg***ing her concern with her DVR failureWe have also tried to contact her to obtain more information in relation to the poor quality service that she states she has received from our representativesUnfortunately, every attempt we have made has been unsuccessful We have left messages stemming from June **, up until July **, and have recently sent an email on July **, in hopes that [redacted] will respondPlease be advised we will continue to follow up with [redacted] in regards to the complaint and have already advised her on the ways she can reach us via emailShe has my work number and email address detailed in the email messageWe look forw [redacted] to hearing from the customer and will most definitely be able to resolve the customer's concern upon contact
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: They keep giving the same response and I'm not repeating myself again! They are wrong and it's a scam they just didn't want to loose our business because they came back higher then what we were paying with cox!!!! So they played with things to get it lower and failed to explain or tell us stuff and that we'd loosenthengift card and like I said again and again and again all along kept telling us yes you'll be getting it in the mail In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: Complaint ID [redacted] have not been resolved, rather Verizon decided to suspend my services Sincerely, [redacted]
On 916, a Verizon representative reviewed the account with the customer and explained the bills in detailCharges totaling $1,for unreturned equipment was issued as credit to the account and reflects on the billCredits were issued on 9/for $as customer advised they did not move to their new location until 4/On 916, a credit was issued totaling l $for the activation feeThe representative also advised our records show the balance as of is $and is correct Verizon’s Financial services has attempted to contact the customer with no successFinancial services have provided their contact information via voicemail and [redacted] ***
We spoke with the customer on September *, to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigateThe customer is moving to another address where High Speed Internet is availableThe customer has FiOS Double Play-FiOS TV & FiOS Internet 50/under a month contract which expires on September *, The customer spoke with our representative on September *, prior to the move and she was advised there would be an Early Termination FeeNo changes were made to the accountOur representative spoke with the customer on September [redacted] and confirmed the new address supports High Speed Internet at 3Mbps data speedThe customerIt was explained that she is under a month agreement which expires on September *, and she is receiving a $monthly discount as a result of the month agreementThere are months remaining on the contractThe customer is dissatisfied that her request to waive the Early Termination Fee was denied
A Specialist emailed the customer regarding the collection notice he received and his stating he never had service with VerizonAccording to our records, a fraud case was established on February *, The customer was advised by the fraud department that he needed documentation (acceptable form of photo ID) including a notarized letter from the customer’s father taking ownership of the Verizon account The notes found on the Verizon account indicated a "change of ownership" of the account from father to son dated February *** so that the father can get Verizon services at a new locationThe Fraud Department communicated on February *, to the customer that unless his father wishes to take ownership of the account Verizon can proceed with wrong person, but a notarized letter will be required On February *, the customer advised the fraud department that he would send in his passport as the form of a photo ID As of today the fraud department hasn’t received any documentation from the customer The customer was sent the address, fax number and email address to send the documentation too He was also provided with the direct telephone number to call fraudThe account was pulled back from the collection agency and placed in dispute on February *, The account will be held for days
The case was sent to both the Fiber Solutions Center (FSC) and to the business office.Records indicate that the customer called in to report a service issue that was resolved the same day.On 122016, the specialist left a message for the customer to call.The specialist spoke with the customer who explained that she is not satisfied with the changed to our Video on Demand (VOD) service: charges for shows that were once freeThe specialist advised that she would investigate further and call back.On 12/*/2016, the specialist called the customer as planned and explained that our VOD was recently updated and now certain shows will charge a rental feeAgain, the customer is not satisfied with thisShe does have DVR, so the specialist suggested she record her showsAs a courtesy, she did agree to credit the two rental fees for programming ordered: December 2nd Secrets and Lies $and December [redacted] Conviction $Unfortunately, there is no additional compensation that will be issued, as this is a company-wide changeThe customer is not 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: Please see my prior complaint ID# [redacted] regarding Verizon billing and chargingI accepted their agreement to post a $credit on and $each month for consecutive monthsIn good faith I paid the pending invoice on and also not on this current billWhat do I need to now do to have the $credits processed each month as offered and also have the additional credit received for the prior overcharge billing of $ Sincerely, Barbara Bugosh
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: The complaint # [redacted] with Verizon Fios has NOT been resolvedThe customer relations specialist I spoke with listened, and responded with excuses, not resolutions.1) I have an auxiliary receiver box, and according to a tech: this is used in a bedroom, or kitchen, not as a main boxI was told that is goes with my level of service.2) I cannot receive any help via their help line because of the box in questionA tech must be dispatchedThe last tech replaced the outside box (at a cost to Verizon of $1500.00, so he said) One tech called his wife at his home to get the channel line-up, because my auxiliary box cannot support a guideThey will supply a main box for more money per month, thoughVerizon customer service is going to interrogate the techs dispatched..3) Customer service for phone or TV always sends you to " [redacted] r ..." to resolve problemsI have no computer at my home, nor do I have their internet serviceI do not have a "smart phone" either4) The voice mail storage is very smallI have to erase, or delete messages all the timeWhen I asked about this, I was told that "I probably did not use the old VM very much..." That is not a satisfactory answerIt is like two kids arguing "nuh-uh", and "uh huh".5) late charges: it takes Verizon days to post a checkI have had late charges removed with a phone call, but I was told that the late charges incur on the unpaid balanceIsn't that charging interest on a utility bill? The sales division is very good, howeverI took on Verizon Fios thinking that telephone and TV would be better, as they statedIt wasn't, it isn't, and it won't beI want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional costIf they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services[redacted] I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional costIf they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services Sincerely, [redacted] ***
Upon receipt of the rebuttal, the issue was referred to the appropriate department to review and investigateTelephone calls are reviewed for coaching and training purposes onlyThe recording are on a day rolling calendarA Service Order Confirmation was emailed to the customer, detailing the services, discounts, estimated bill as well as taxes and surchargesAs a retiree, the customer was given specific instructions how to apply for the Employee discountAt present, the discounts that the customer is receiving exceeds the Employee discountThere are no additional discounts available which was previously explained to the customerWe apologize for any confusion with the conversation between the customer and the employee
Verizon Appeals Billing Representative spoke with customer, apologized for his billing troubles advised the customer after his investigation [redacted] is being charged $for his Double Play 50/and Freedom EssentialsAfter taxes and fees the total bill would be approximately $The Representative explained this is the correct rate and we are not able to discount this rate any further [redacted] was dissatisfied with bundle rate and wants a rate of $No supporting documentation was found that the customer was offered a $rate and the customer has nothing in writing confirming that rate [redacted] requested no additional contact and to provide a response through the Revdex.com
A Verizon customer service representative spoke with [redacted] and apologized for the missed commitmentThe representative discussed service options and issued a year contract with a new rate of $plus $for the router Records show the estimated monthly recurring charge per the sales order confirmation is $ The representative also advised that a follow up would be placed on the account to adjust $activation fee and to waive installment billings that total $The representative reviewed the ETF (early termination fee) and terms of service with the customerWe apologize for the inconvenience that [redacted] experienced as a result of this 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: They refused to work anything out with me Verizon wants full payment to restore my services which at this time I can't afford so I am taking my business somewhere else I will pay what I owe to verizon in hopes that I won't deal with them anymore In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention A Verizon representative spoke with [redacted] on May **, in regards to this inquiry We have apologized for her experience with her Verizon services We have explained that the voicemail is not set up to have additional storage than what is already available We have also addressed her wish to have boxes that do not have limited functionality and advised of the additional monthly cost to swap them out We have issued a credit of $to the account for a late payment charge that was billed We have listened to all of her concerns and advised that we do value her opinion and suggestions She has declined to make any changed to her account at this time and advised that there was nothing else needed at this time 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: [Your Answer Here] I am not happy with Verizon's responseI still say that they mislead customers when verizon doesn't tell their customers, from the start, that their is a activation fee of $ If customers are told from the start that there is a fee, than customers will not try their business Verizon misleads their customers Don't sign with Verizon, they will rip you off someway or another In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised Verizon has reviewed the consumers account, records reflect back on the consumer was advised that a $recurring credit would be applied to the account for additional months The order to place the credit on the account inadvertently was not issuedAs of Verizon has issued adjustments on the May and June statements and has placed the order to have the recurring $credit applied to the accountVoicemail messages have been left for the consumer advising of the above information Verizon apologizes for any inconvenience caused regarding this billing error
Please be advised Verizon added the lifeline plan on August **, with an effective billing date of August **, when we received the signed papers I spoke to [redacted] today to confirm this information and no further assistance needed We trust this provides your office with the information required in this matter Thank you, MsMorse SrAnalyst Verizon Executive Relations
The customer’s former Verizon account, Account Number [redacted] , with the balance of is a SOLD accountThe customer needs to contact the purchaser of the account; Orion Portfolio Services at the phone number ###-###-####This account was sold on Verizon is not credit reporting this customer as the rights to the account are no longer owned by Verizon
On November *, a technician dispatched and replaced the customer's set top boxSeveral calls were made to confirm the customer's service is working without success and a call me letter was mailed
After investigation, Verizon found that the disconnection of [redacted] 's service was not processed correctlyVerizon records show, as stated in the complaint [redacted] paid the final bill in fullVerizon has sent notification to the credit bureaus to have this account removed from his credit reportIt can take up to days for the credit bureaus to update their recordsA Verizon representative spoke with [redacted] on and provided him with the findings of the investigationEmail has been sent to [redacted] confirming the credit score reversal