Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOn August **, 2016, our representative spoke with [redacted] who requested a follow up the following dayOur representative checked our system and it shows the customer placed an order for FiOS Triple Play for a bundle price of $excluding equipment, taxes and surcharges which completed on August **,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedA representative from [redacted] contacted me today and cleared up the issues Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ CONFIDENTIAL COMMUNICATION May 28, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - ***, [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account I sincerely apologize to Mr [redacted] for any confusion caused by his scheduled paymentsI have thoroughly reviewed Mr***'s account and offer the following information Our records indicate Mr [redacted] set up scheduled payments via Fingerhut website on October 13, for six months, each to be in the amount of the minimum due on his accountThis payment schedule was declined, meaning no payments were deducted On February 13, Mr [redacted] set up scheduled payments through the Fingerhut website for months, each to be in the amount of the minimum dueOne payment of $was deducted on February 13, No further payments were deducted due to insufficient fundsThis caused the payment schedule to be declined In review of Mr***'s account, no further payments were made until a June 15, payment in the amount of $Mr***'s account indicates he set up scheduled payments via the Fingerhut website on June 15, with an end date of April 15, 2015, each payment to be in the amount of the minimum due Mr [redacted] account indicates he set up scheduled payments on May 20, through the Fingerhut website for the minimum due to come out each month until September 15, No adjustments will be made to Ms***'s account his balance is $with a minimum of $due on June 15, Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC
While [redacted] is not satisfied, our position is unchanged [redacted] can review the Terms of Service agreement at [redacted] Section "Terms And Acceptance Of Agreement; Section "Revisions To This Agreement" for additional information."
On 1216, a Verizon representative discussed the concern with the customer The representative submitted a request to the credit agencies to correct the inquiryThe process takes days for completion with the agencies The customer was advised We apologize for the inconvenience this matter caused
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: While there was an attempt at repair of the lawn, it is still unsightly and probably will be until fall I paid for the repair of the electronic fence A receipt was given to the contact He has removed the flags that determine where they dig from my lawn, but the cable still is stretched over my lawn, making it more difficult to mow my lawn without hitting the cable In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We have left a voice mail for the customer This was ultimately the decision of our central office that unfortunately we gave it our best effort to increase the speeds however there is nothing further we can do until fiber is planned for this area which at that time will increase speed Case closed
Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, and placed discounts on his account in the amount of $for months to honor the price he was quoted [redacted] 's estimated monthly is $The representative advised [redacted] these discounts would appear on his bill for the next months
The customer has an account, number xxxxxx [redacted] that has a total balance due of $with final bill date of This account has been credit reported as an unpaid collectionThe customer also has account number xxxxxx [redacted] with a final bill date of This account was settled with customer's payment of $on This account is credit reported as a paid collection with customer paying less than the $that was owed
Our investigation concludes; Verizon technical support verified that STB, serial number [redacted] , ordered the PPV event BOXING MAYWEATHER VS PACQUIAO HD on The processing for billing purposes added the $charge to the statement on Sent email to supervisor for help Research determined on the pay per view event of Pacqiauo vs Mayweather boxing match was ordered on set top box serial # [redacted] located in the residence via remote controlAdditional research determined the PPV event was played from 6pm to 2amThe PPV fee of $is a valid charge, at this no credits are forthcoming as they are not warranted
Please be advised, Verizon has reviewed the consumers accountContact was made with the consumer via email upon receipt of the complaint filedVerizon advised removing the contract from the account will increase monthly billing (due to the promotions/discounts she receives that are associated with the contract)Verizon has offered to allow the consumer to keep the existing bundle discounts and advised should she decide to disconnect services prior to the expiration of the contract (417) the early termination fee will be waived The consumer has accepted Verizon’s offerWe apologize for any misinformation and /or inconvenience caused surrounding this matter
I was unsuccessful in my attempts to reach [redacted] ; however, I advised him via voice mail that I would be providing detailed information regarding his inquiry involving PEG Grant fee and Franchise Related CostsA local franchise authority may impose a financial obligation on Verizon to support public, educational and government programming channels in your local FiOS TV franchise areaDepending upon the specific provisions included in the local franchise agreement between your community and Verizon, the fee is either based on the percentage of FiOS TV revenue generated in your local franchise area, a per subscriber amount, or a lump sum paymentOn your bill under Verizon surcharges, you may see any one or all of the following fees: PEG Grant Fee, PEG Support Fee or Franchise Related Costs Typically, the Franchise Related Costs fee is used to recover lump sum payments made pursuant to a LFA The PEG Grant Fee and/or PEG Support Fee are typically used to recover continuing payments made to LFAs Any of these fees may be assessed on either a percentage of revenue or a per subscriber basis The two accounts listed below are not in the same service area Account [redacted] is in the [redacted] LFA, account [redacted] is in the [redacted] LFA As noted above a LFA may have one or more of the following fees, PEG Grant Fee, PEG Support Fee or Franchise Related Costs [redacted] has a Peg Grant Fee and a Franchise Related Costs fee [redacted] has a Peg Grant fee and does not have a Franchise Related Costs fee at this time [redacted] ’s PEG Grant Fee is a percentage of revenue and the Franchise Related Cost fee is per subscriber In [redacted] there are two fees because Verizon pays two fees to the LFA [redacted] ’s PEG Grant Fee is a percentage of revenueThe rate for percentage of revenue fees in MA varies from LFA to LFA The amount subject to tax may vary from to month due to one-time purchases (like VOD or PPV), price changes or changes in services This is why the amount for fees may be different from LFA to LFA and from month to month within the same LFA
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# 10838861, and have determined that my complaint has NOT been resolved because: I have attempted to reach them today throughout the day twice and have also left a message but have not heard back In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised after further investigation, Verizon is unable to provide additional assistance with the account in question because it was purchases by [redacted] All inquiries or disputes need to be handled directly with themWe trust this provides your office with the information required in this matterThank you, MsM [redacted] SrAnalyst Verizon Executive Relations
Please be advised Verizon Billing Specialist spoke to [redacted] August **, to review the account She confirmed the June and July bills generated without the necessary discounts to get the rate back to where she was She was advised the amount to pay for the July and August statements and placed the order to add the discounts She will follow up on the September statement to assure the billing is correct [redacted] has a direct number to her should she have any other questions on the account billing for September We trust this provides your office with the information required in this matter Thank you, MsM [redacted] SrAnalyst Verizon Executive Relations
We spoke with the customer to advise we are in receipt of the complaintAccording to our records, the last payment received was in June Service was disconnected due to non-payment on October *, There are no notes showing the customer called requesting to disconnect the serviceThe customer was billed an Early Termination Fee and Unreturned Equipment ChargesThe equipment was returned and inventoried and the customer was credited for the Unreturned Equipment ChargesThe final bill charges are for the months of June, August, September and October and the Early Termination FeeThis information was explained to the customerThe customer will provide documentation showing the move out dateUpon receiving this information from the customer, the account will be discussed with the customer to determine the outcomeThe customer has our contact information for future reference
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedIt appears that the credits have been applied and that the billing, now in its second cycle, has been correctedAs long as there are no unforeseen setbacks, I am satisfied--and accept Verizon’s response to my complaint Sincerely, [redacted] ***
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOn August **, 2016, our representative spoke with [redacted] who requested a follow up the following dayOur representative checked our system and it shows the customer placed an order for FiOS Triple Play for a bundle price of $excluding equipment, taxes and surcharges which completed on August **,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedA representative from [redacted] contacted me today and cleared up the issues Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ CONFIDENTIAL COMMUNICATION May 28, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - ***, [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account I sincerely apologize to Mr [redacted] for any confusion caused by his scheduled paymentsI have thoroughly reviewed Mr***'s account and offer the following information Our records indicate Mr [redacted] set up scheduled payments via Fingerhut website on October 13, for six months, each to be in the amount of the minimum due on his accountThis payment schedule was declined, meaning no payments were deducted On February 13, Mr [redacted] set up scheduled payments through the Fingerhut website for months, each to be in the amount of the minimum dueOne payment of $was deducted on February 13, No further payments were deducted due to insufficient fundsThis caused the payment schedule to be declined In review of Mr***'s account, no further payments were made until a June 15, payment in the amount of $Mr***'s account indicates he set up scheduled payments via the Fingerhut website on June 15, with an end date of April 15, 2015, each payment to be in the amount of the minimum due Mr [redacted] account indicates he set up scheduled payments on May 20, through the Fingerhut website for the minimum due to come out each month until September 15, No adjustments will be made to Ms***'s account his balance is $with a minimum of $due on June 15, Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC
While [redacted] is not satisfied, our position is unchanged [redacted] can review the Terms of Service agreement at [redacted] Section "Terms And Acceptance Of Agreement; Section "Revisions To This Agreement" for additional information."
On 1216, a Verizon representative discussed the concern with the customer The representative submitted a request to the credit agencies to correct the inquiryThe process takes days for completion with the agencies The customer was advised We apologize for the inconvenience this matter caused
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: While there was an attempt at repair of the lawn, it is still unsightly and probably will be until fall I paid for the repair of the electronic fence A receipt was given to the contact He has removed the flags that determine where they dig from my lawn, but the cable still is stretched over my lawn, making it more difficult to mow my lawn without hitting the cable In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
According to records a $(includes tax) credit was applied to [redacted] ' account on The credit will appear on bill dated 12/*/
We have left a voice mail for the customer This was ultimately the decision of our central office that unfortunately we gave it our best effort to increase the speeds however there is nothing further we can do until fiber is planned for this area which at that time will increase speed Case closed
The original response remains
Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, and placed discounts on his account in the amount of $for months to honor the price he was quoted [redacted] 's estimated monthly is $The representative advised [redacted] these discounts would appear on his bill for the next months
The customer has an account, number xxxxxx [redacted] that has a total balance due of $with final bill date of This account has been credit reported as an unpaid collectionThe customer also has account number xxxxxx [redacted] with a final bill date of This account was settled with customer's payment of $on This account is credit reported as a paid collection with customer paying less than the $that was owed
Our investigation concludes; Verizon technical support verified that STB, serial number [redacted] , ordered the PPV event BOXING MAYWEATHER VS PACQUIAO HD on The processing for billing purposes added the $charge to the statement on Sent email to supervisor for help Research determined on the pay per view event of Pacqiauo vs Mayweather boxing match was ordered on set top box serial # [redacted] located in the residence via remote controlAdditional research determined the PPV event was played from 6pm to 2amThe PPV fee of $is a valid charge, at this no credits are forthcoming as they are not warranted
Please be advised, Verizon has reviewed the consumers accountContact was made with the consumer via email upon receipt of the complaint filedVerizon advised removing the contract from the account will increase monthly billing (due to the promotions/discounts she receives that are associated with the contract)Verizon has offered to allow the consumer to keep the existing bundle discounts and advised should she decide to disconnect services prior to the expiration of the contract (417) the early termination fee will be waived The consumer has accepted Verizon’s offerWe apologize for any misinformation and /or inconvenience caused surrounding this matter
I was unsuccessful in my attempts to reach [redacted] ; however, I advised him via voice mail that I would be providing detailed information regarding his inquiry involving PEG Grant fee and Franchise Related CostsA local franchise authority may impose a financial obligation on Verizon to support public, educational and government programming channels in your local FiOS TV franchise areaDepending upon the specific provisions included in the local franchise agreement between your community and Verizon, the fee is either based on the percentage of FiOS TV revenue generated in your local franchise area, a per subscriber amount, or a lump sum paymentOn your bill under Verizon surcharges, you may see any one or all of the following fees: PEG Grant Fee, PEG Support Fee or Franchise Related Costs Typically, the Franchise Related Costs fee is used to recover lump sum payments made pursuant to a LFA The PEG Grant Fee and/or PEG Support Fee are typically used to recover continuing payments made to LFAs Any of these fees may be assessed on either a percentage of revenue or a per subscriber basis The two accounts listed below are not in the same service area Account [redacted] is in the [redacted] LFA, account [redacted] is in the [redacted] LFA As noted above a LFA may have one or more of the following fees, PEG Grant Fee, PEG Support Fee or Franchise Related Costs [redacted] has a Peg Grant Fee and a Franchise Related Costs fee [redacted] has a Peg Grant fee and does not have a Franchise Related Costs fee at this time [redacted] ’s PEG Grant Fee is a percentage of revenue and the Franchise Related Cost fee is per subscriber In [redacted] there are two fees because Verizon pays two fees to the LFA [redacted] ’s PEG Grant Fee is a percentage of revenueThe rate for percentage of revenue fees in MA varies from LFA to LFA The amount subject to tax may vary from to month due to one-time purchases (like VOD or PPV), price changes or changes in services This is why the amount for fees may be different from LFA to LFA and from month to month within the same LFA
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# 10838861, and have determined that my complaint has NOT been resolved because: I have attempted to reach them today throughout the day twice and have also left a message but have not heard back In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised after further investigation, Verizon is unable to provide additional assistance with the account in question because it was purchases by [redacted] All inquiries or disputes need to be handled directly with themWe trust this provides your office with the information required in this matterThank you, MsM [redacted] SrAnalyst Verizon Executive Relations
Please be advised Verizon Billing Specialist spoke to [redacted] August **, to review the account She confirmed the June and July bills generated without the necessary discounts to get the rate back to where she was She was advised the amount to pay for the July and August statements and placed the order to add the discounts She will follow up on the September statement to assure the billing is correct [redacted] has a direct number to her should she have any other questions on the account billing for September We trust this provides your office with the information required in this matter Thank you, MsM [redacted] SrAnalyst Verizon Executive Relations
We spoke with the customer to advise we are in receipt of the complaintAccording to our records, the last payment received was in June Service was disconnected due to non-payment on October *, There are no notes showing the customer called requesting to disconnect the serviceThe customer was billed an Early Termination Fee and Unreturned Equipment ChargesThe equipment was returned and inventoried and the customer was credited for the Unreturned Equipment ChargesThe final bill charges are for the months of June, August, September and October and the Early Termination FeeThis information was explained to the customerThe customer will provide documentation showing the move out dateUpon receiving this information from the customer, the account will be discussed with the customer to determine the outcomeThe customer has our contact information for future reference
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedIt appears that the credits have been applied and that the billing, now in its second cycle, has been correctedAs long as there are no unforeseen setbacks, I am satisfied--and accept Verizon’s response to my complaint Sincerely, [redacted] ***
Verizon's position is unchanged