Dunes Golf and Beach Club

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Upon review of the account, Mr. [redacted] ported four numbers from [redacted] when he started his service. The remarks on the account show that he traded-in two devices that were used to apply the $650.00 iPhone 7 trade-in promotion over 24 months to all four lines of service. However, the notes do...

not show the other two devices that were traded in. As a result, the promotional credits were later removed from the phone numbers ending in [redacted] and [redacted] for lack of trade-in.   I spoke with Mr. [redacted] on May 5, 2017, regarding the concern. I verified the account and he advised me to discuss the matter with his wife, Ms. [redacted] [redacted]. She provided the four trade-in submission IDs, [redacted], [redacted], [redacted], and [redacted]. I advised her that each ID shows that a phone was received for credit. I advised her I will escalate her concern to have the promotional monthly credits applied and will call her back.   I spoke with Ms. [redacted] on May 9, 2017, and advised her that the $650.00 trade-in promotional monthly credits have been added to her lines of service ending in [redacted] and [redacted]. I advised her that trade-in submission IDs [redacted] and [redacted] show that the trade-ins were not tied to her account and she received two electronic gift cards in the amount of $171.00 and $172.00, respectively. I advised her that she was charged back the amount of the gift cards in order to add the $650.00 promotion. Ms. [redacted] advised that she feels she should be able to keep the gift cards because of the inconvenience caused. I agreed to credit her account $171.00 and $172.00 to zero out the charge backs. I processed payments using the two gift cards and a $44.62 payment with her credit card to pay her past due balance. I advised Ms. [redacted] that she will receive all of the missing credits on her next bill to catch up. Ms. [redacted] was satisfied with the resolution provided and had no additional concerns.   Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] [redacted] has any further questions or concerns, he may contact me directly at ###-###-#### Monday through Friday between the hours of 10am and 7pm PDT.   Sincerely,   Jason R. Executive Relations

[redacted] contacted the Revdex.com due to issues that he is having with his Motorola Droid Turbo 2 since he downloaded the new software 7.0 to the device.  Mr. [redacted] stated that he is now having issues with his device in regard to his social media applications are not...

working properly.  The customer stated that when he goes into one of his social media applications that the device freezes and he has to go into force close to shut the application off.  I explained to the customer that I would like to assist him as much as possible with getting this resolved.  Per a forum link that he sent me it shows that others have had issues with the software update as well but were able to complete it with a factory data reset.  I explained to the customer that we do not manufacture the devices nor the software updates, they come from Android and we receive them to push out to the customer.  He feels that we should have more information on this.  I explained to the customer that I would follow up with him on 04/19/2017.   I spoke with Mr. [redacted] on 04/19/2017.  I was able to speak with an analyst from the Technical Advisor Group to gather more information surrounding this software update.  I was informed that extensive testing is done prior to a major software release.  In regard to the social media applications, those are third party applications and they may not be stable or ready to operate on the latest software update.  He stated that the customer could try the factory data reset; however, we do not have any additional information on when the next software update will be received.  Mr. [redacted] completed the factory data reset on the phone and the he still has the same software.  He will complete the set up on his device.  I did extend an offer to the customer to give him a credit for two months of his MRC which came to a total credit of $201.98.  Mr. [redacted] was satisfied with the way that I handled his correspondence although not completely happy with the outcome.

May 09, 2017 Re: Verizon Wireless Account Number: [redacted] Dear Mr. [redacted]:This is in response to your concern sent to the Revdex.com on 04/30/2017. On behalf of Verizon Wireless, please accept my sincere apology for the difficulties you experienced with our company. The experience you...

described is certainly not characteristic of the service we aim to provide.We would like to take the opportunity to speak with you regarding your experience and resolve your issue; however, we have been unable to reach you at ###-###-#### or [redacted]. To effectively resolve your concerns, may we speak before 05/16/2017? I can be reached at [redacted] Extension [redacted] Monday through Friday between the hours of 9:00 AM - 5:00 PM Eastern.  If my office hours are not conducive to your schedule, please advise of the best time to reach you. We will make every effort to accommodate your request. Verizon Wireless works hard to provide you with the high quality service you expect and deserve, and will continue to do so. Sincerely,Theron

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Thank you for your fair assessment of this matter. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not yet received payment due from Verizon. My credit has not yet been restored.
Regards,
[redacted]

[redacted] contacted the Revdex.com regarding ongoing issues that he is having with his device.  Mr. [redacted] and the account owner have been customers with Verizon Wireless for several years.  He is currently using a Samsung Galaxy S7.  He stated that he...

experience issues with the equipment not holding a charge and the auxiliary port is not working on the device.  Mr. [redacted] states that when he tries to use it; the sound does not come through his phone.  Per the remarks it shows that the customer has been assisted with troubleshooting although it has not been completed.  I apologized to the customer and explained to him that I would assist him with getting this taken care of.  I verified that the device has no physical or liquid damage.  I completed a Certified Like New Replacement for the customer to have a replacement device sent to him.  Mr. [redacted] is aware that he would need to send his current device back.  Mr. [redacted] is satisfied with the resolution and no further changes need to be made.

[redacted] has been contacted by the Executive Office of Verizon Wireless and advised that as a one time courtesy we will send a replacement device so that her mother has a phone that can be used until they are able to purchase her another one. The Executive Office has also advised Mrs....

[redacted] that feedback will be submitted to the store, as applicable. The Executive Office considers this matter closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Upon the receipt of this complaint, I completed a review of account number [redacted] Our records indicate that [redacted] has been a customer with Verizon Wireless since 04/12/2013. [redacted] had issues with a LG device and was charged a restocking fee when returning the device. We...

have credited back the restocking fee of $53.50 to [redacted] account in order to provide resolution.

This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on May 31st, 2017. Upon receipt of this complaint, I contacted Mr. [redacted] and gave him the option to upgrade early to a new device and waived his remaining cost of his...

device payment plan.  Mr. [redacted] will also return his Droid Turbo 2. Mr. [redacted] expressed satisfaction with this resolution. Verizon Wireless appreciates the opportunity to respond to our customer's concerns.

After reviewing the account, the promotion was not added because the account had a past due balance. As a resolution, I added the promotion to the account due to the account currently being current. The promotion is effective as of 5/3/17 and will apply to the April 27-May 25 invoice. Ms....

[redacted] will receive retroactive credits to the beginning of the promotion. She is satisfied with the resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I only wish that the customer service and supervisors had the foresight to resolve issues.  Thank you LaToya for your assistance.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]2, and find that this resolution is satisfactory to me.
Regards,
Akhter S[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
[redacted] from Verizon was very professional and resolved my problem.
Regards,
[redacted]

After reviewing the account, Mr. [redacted] has escalated to the Executive Office due to the trade in promotion.  I spoke with Mr. [redacted] and advised I cannot verify the conversation from the store and that he did not qualify for the promotion due to the terms and conditions. As a...

resolution, I offered a $100.00 inconvenience credit.

Revdex.com of New Jersey Attention: [redacted] 1700 Westhorse Hamilton Square Road, Suite D-5 Trenton, NJ 08690-3596  ...

                               Re: Revdex.com Case #:[redacted]       Customer Name: [redacted]       Verizon Wireless Account #: [redacted]     Dear Ms. [redacted]:   Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted] [redacted].  In her complaint, [redacted] stated that she was offered discounted upgrades for her line and free accessories and when she went into a store to get the offers she was informed that her account was not eligible for the offers offered to her. [redacted] called into customer service and spoke with a representative about upgrading her line of service. Initially, [redacted] was only going to upgrade mobile number ###-###-#### but was then informed that if she traded in the LG G4 associated with mobile number ###-###-#### she would qualify for the LG G6 at $14.00 a month. During the call, [redacted] decided to process an upgrade for both numbers and take advantage of the reduced pricing on the device payments. One being $25.00 for the Samsung Galaxy S8 Plus and the other being $14.00 a month for the LG G6. [redacted] also inquired about the upgrade fees in which the representative agreed to waive for her. The representative informed [redacted] that she could pick up the devices in store instead of waiting 3-4 days to receive the devices and [redacted] agreed to visit a store location to pick the devices up. Prior to ending the call with the representative, the representative informed [redacted] about the opportunity to the Google Home free of charge by visiting LG's website and the ability to get the Samsung VR through Samsung's website once she completes the upgrades. Upon getting to the store, [redacted] was informed that the promotional offers offered to her for the reduced device payment did not apply to her or her account only to new customers. The store representative agreed to waive the upgrade fee but that's it. Upset, [redacted] called into customer service the next day and was informed that the store representatives were correct in telling her that the promotions offered to her were not applicable to her account. The representative sympathized with [redacted] and agreed to process the order for her and waive the upgrade fees. In an effort to resolve the issue, I informed [redacted] that I would place an order for the Google Home and the Samsung Virtual Reality glasses and ship it to her free of charge. I also informed [redacted] that the device would be sent to the address on file and should arrive by Friday May 26, 2017. [redacted] was satisfied with the resolution. [redacted] also mentioned that her device had a splinter at the top of the device although she had not dropped it or anything. I informed [redacted] that as a one time courtesy, I would process another order for a Samsung Galaxy S8 Plus and ship it to her but she would have to ship back the current Samsung Galaxy S8 Plus to the office. [redacted] agreed and the accessory and device order was processed.   Verizon Wireless regrets any inconvenience the above matter may have caused [redacted], and appreciates the opportunity given to resolve these account concerns.  Should [redacted] have any questions, please call me directly at ###-###-#### between 9:00am and 5:30pm EST, Monday through Friday. Sincerely,   Acacia W. Executive Relations

A  review of our records indicates that the Executive Office is currently working with Mr. [redacted] and has an open follow up case pending until his return on 06/30/2017 as he indicated. Mr. [redacted] has been provided our direct contact information to use upon his return the U.S. Should we not hear from him by 07/04/2017 this office will reach out to him between 07/05/2017 and 07/07/2017. The attached documents were already provided to this office on 06/09/2017.

Revdex.com of New Jersey Attention: [redacted] 1700 Westhorse Hamilton Square Road, Suite D-5 Trenton, NJ 08690-3596  ...

                               Re: Revdex.com Case #:[redacted]       Customer Name: [redacted]        Verizon Wireless Account #: [redacted]     Dear Ms. [redacted]:   Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted] . In his complaint, [redacted] stated that he ported his number over to Verizon Wireless prepaid and then his account was disconnected. Upon receipt of this complaint a review was completed. [redacted] previously had service on Verizon Wireless post paid account where he was the account manager. That account was disconnected due to non payment February 2017 and as a result of that the devices associated with the account that were on device payment have been placed on the lost/stolen list since they have not been paid off in full. [redacted] decided he wanted to use the device on a Verizon Wireless prepaid account and therefore activated the device after porting his number to prepaid. Verizon Wireless has an in house audit team that randomly does account checks. In the event that the account is past due, the device is on lost/stolen list, or the anything is wrong with the account, the appropriate action is taken on the account. In [redacted] case, the device was suspended which resulted in his line no longer being active. [redacted] reached out to customer service to activate another phone on the line but was told that, that device was also on the lost/stolen list. In an effort to assist [redacted], I provided him with my contact number and informed him I would be available after 2:00pm pm 5/30/17. [redacted] decided to call around 1:30pm and spoke with another Executive Relations Analyst that advised him that we could not remove the device from the lost/stolen list unless the account balance from the previous delinquent account was paid in full. [redacted] mentioned that he wanted to pay $500.00 and settle the balance but was advised that we would not negotiate the balance on the account since the account balance is with [redacted]. In an email, I provided [redacted] with the number to [redacted], ###-###-#### and advised him that he call and speak with them to negotiate pricing. [redacted] did not respond.   Verizon Wireless regrets any inconvenience the above matter may have caused [redacted], and appreciates the opportunity given to resolve these account concerns.  Should [redacted] have any questions, please call me directly at ###-###-#### between 9:00am and 5:30pm EST, Monday through Friday. Sincerely,   Acacia W. Executive Relations

December 21, 2016This is in response to the above-referenced complaint filed by B[redacted] S[redacted] and received by Verizon Wireless on December 20, 2016.  Upon receipt of this complaint, I completed a review of account number [redacted]. Our records indicate two device were...

purchased on Black Friday during the Trade-In promotion.  We received two Samsung Galaxy S3 devices as trade-in that did not qualify for the promotion. In an effort to provide a satisfactory customer experience, I offered to buyout both devices on the account.  This offer will fulfill the customer's expectation of the promotional offer and provided this months devices cost, $56.00 as an account credit.  In addition, we discussed his current price plan, the Loyalty $60.00 plan on both lines.  I advised I would be able to provide him with more data on the New Verizon Plan Large for an extra savings plus 4 GB of promotional data. I changed the plan and backdated to the beginning of the current cycle.  Mr. S[redacted] was satisfied with the resolution and had no further concerns. Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at [redacted]7 Extension 2220217 Monday through Friday between the hours of 8:00 AM - 5:00 PM.    Sincerely, Rhonda W.Executive Relations