Dunes Golf and Beach Club

RE: Complainant: [redacted]Case Number: [redacted]Dear Ms. [redacted]This is in response to the above-referenced complaint filed by [redacted] and received by VerizonWireless on 3/23/2017.Upon receipt of this complaint, I completed a review of account number [redacted]. Our records...

indicatethat Mr. [redacted] Wife [redacted] is the account owner. However, he last name was listed as [redacted]. It hassince been updated to [redacted] on the account. I have assured Mr. [redacted] that there would not be any furtherpush back on completing transactions as long as the pin is confirmed. I have also educated Mr. [redacted] on thedifference between the account Owner and manager. The account manager can do the same things as theaccount owner except, the manager cannot add another account manager or change the pin. Mr. [redacted] hasexpressed satisfaction with the resolution to his concern.Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] hasany further questions or concerns, he/she may contact me directly at [redacted] Extension [redacted]Monday through Friday between the hours of 9:00am-6:00pm EST.Sincerely,Edvanna F.Executive RelationsCC: [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.
Regards,
[redacted]

June 09, 2017 [redacted]Revdex.com of New Jersey1700 Whitehorse - Hamilton Sq. Rd. Ste D5Trenton, NJ 08690 RE: Complainant: [redacted]Case Number: [redacted] Dear Ms. [redacted]:This is in response to the above-referenced complaint filed by...

[redacted] [redacted] and received by Verizon Wireless on 06/02/2017.Upon receipt of this complaint, I completed a review of account number [redacted]. Our records show service was started on 05/20/2017 and was disconnected on 05/25/2017. Mr. [redacted] received a refund for the equipment purchased minus a $35 Restocking Fee. The 1st bill generated was $114.07 and included a $30 Activation Fee. The 2nd bill generated was a credit balance of $-96.58 and included a $125 Security Deposit refund (less $28.42).I spoke to Mr. [redacted] to address his concerns and apologized for any inconvenience. In the interest of customer satisfaction, I explained I would refund the $35 Restocking Fee and expedite the refund. On 6/9/17, I confirmed a refund remaining of $163.13 for security deposit and restocking fee to original payment source (credit card ending 0556) and to allow 3-5 business days. Mr. [redacted] was satisfied and had no other concerns.Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] [redacted] has any further questions or concerns, he/she may contact me directly at [redacted] Extension [redacted] Monday through Friday between the hours of 9:00 am- 6:00 pm PST.Sincerely,Nicole M.Executive Relations

I spoke with Ms. [redacted] on April 28, 2017, to review the letter she had received in the mail. A review of the account shows she has a credit balance of $98.83 and does not owe in that amount. No payment is required of Ms. [redacted] and the credit balance will be refunded.   Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] [redacted] has any further questions or concerns, she may contact me directly at ###-###-#### Monday through Friday between the hours of 10am and 7pm PDT.   Sincerely,   Jason R. Executive Relations

[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]

This is in response to the above-referenced complaint filed by [redacted] and received by Verizon Wireless on 4/17/2017.  [redacted] expressed concern to the Executive Office regarding billing charges on his account. In his complaint, he stated a sales chat representative told him that his...

bill would only increase by $0.09 and it increased by $45 on his account when he upgraded to new smartphones. Upon reviewing the account, the account reflected that Mr. [redacted] signed two device payment agreements on mobile device numbers ###-###-#### and ###-###-####.  Our records showed that Mr. [redacted] agreed to pay a 24 monthly payment for $27.08 on the line ending [redacted] and a 24 monthly payment for $17.00 on the line ending in [redacted] which caused an increase for $44.08 on Mr. [redacted] monthly bill.  Mr. [redacted] stated that he did not agree to a $45.00 increase and the representative promised to him via chat this his bill would only increase by $0.09.  After reviewing the account, the account did reflect that the chat representative promised him that his bill would only increase by $0.09 but they didn't know disclose an increase for the device payment agreements. I advised Mr. [redacted] we would provide coaching feedback to the representative that provided incorrect information regarding the increase on his monthly bill.  As a means of resolution, we advised Mr. [redacted] that we would cancel his current device payment agreements and issue a credit for the amount he paid on his monthly bills.  Mr. [redacted] expressed that he was satisfied with this resolution.

I spoke with Ms. [redacted] regarding her concern. She is currently past the 14-day Customer Guarantee. I offered to buyout the Device Payment Agreement balance of the iPhone 7 Plus 32GB in order for her to order the iPhone 7 Plus 128GB Red. The balance will be waived in full when it is billed and after the iPhone 7 Plus 32GB is returned. I have submitted the request to force buyout the balance and I will be following up with Ms. [redacted] when it is completed.   Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] has any further questions or concerns, she may contact me directly at ###-###-#### Monday through Friday between the hours of 10am and 7pm PDT.   Sincerely,   Jason R. Executive Relations

Upon review of the account, two lines of service ending in [redacted] and [redacted] were disconnected on April 20, 2017. One of these lines of service was the Account Owner for the My Verizon account. When a line of service is disconnected, customers are no longer able to sign into My Verizon using...

the phone number and must use the username that they set up during registration.   I spoke with Ms. [redacted] regarding her concern and the above information. I assisted her in updating her My Verizon account for her remaining line of service from Account Member to Account Owner. I also reviewed her April 20, 2017 billing statement. I advised her that the bill shows a $125.00 early termination fee for the phone number ending in [redacted] and $144.95 Device Payment Agreement buyout charge for 1019. We discussed her data usage, and I recommended she increase her plan. I advised her we can review her data usage after the current billing cycle closes. Ms. [redacted] agreed to the New Verizon Unlimited Plan. I advised her she will lose her 2GB for life promotion, and she advised she plans on staying on the new plan. Ms. [redacted] advised she is experiencing battery issues and it will no longer hold a charge, and we troubleshot her device. She advised me she had performed a factory data reset on her device. I offered to send a Certified Like-New Replacement and she accepted. Ms. [redacted] still wanted a data review on this month's usage. I advised her I will follow-up with her after her billing cycle closes. 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, she may contact me directly at ###-###-#### Monday through Friday between the hours of 10am and 7pm PDT.   Sincerely,   Jason R. Executive Relations

June 13, 2017   Revdex.com of New Jersey   1700 Whitehorse - Hamilton Sq. Rd. Ste D5   Trenton, NJ 08690     RE: Complainant: [redacted]         Case Number: [redacted]   This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on June 7, 2017. In the complaint, Mr. [redacted] informs that he purchased two iphone 7 devices in September 2016 under a promotion that offered $650.00 towards the equipment cost. He informs that he received the discount per one of the devices, yet the line of service ending in [redacted] did not show the discount. In his rebuttal, Mr. [redacted] wants assurance that the discount has been applied as outlined in the response sent by Verizon Wireless. Upon receipt of this complaint, we completed a review of Mr. [redacted] account and confirmed that effective 5/19/2017 a credit of $650.00 was applied towards his line of service ending in [redacted]. The credit will apply to his account in a reoccurring credit of $27.08 monthly for the remainder of his DPA (Device Payment Agreement). In consideration of any inconvenience caused and to resolve in a satisfactory manner, a one-time courtesy credit of $200.00 was issued towards Mr. [redacted] account and will reflect on his June 2017 bill. He is satisfied. Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] has any further questions or concerns, he may contact me directly at [redacted] Extension [redacted] Monday through Friday between the hours of 8:30am to 5:00pm (EST). Sincerely, Bernadette T. Executive Relations

have followed up with Jason from Verizon regarding our agreement with a email on June 7 2017. Thanks
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]

Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for Lizethe [redacted] Ms. [redacted] expressed concern that she never received the promotion for the iPhone X and Apple Watch, billing concerns, and the switcher promotional credits.  Please...

accept this letter as confirmation of VZW's response to her concerns. After thorough review of the account, Ms. [redacted] purchased an iPhone X and Apple Watch on December 23, 2018. There was a promotion that was provided to any customer who purchased the iPhone X and Apple Watch on device payment agreement. Per the promotion, Ms. [redacted] received the Apple Watch line of service for free for three months from December 2017 until March 2018. The device payment agreement for the Apple Watch was $71.69, which is the only charge she had for the watch. Additionally, Ms. [redacted] received the promotional credit for the iPhone X of $8.33 over 24 months which totals $200 off the purchase price of the iPhone X. I also reviewed all the bills and discovered the charges were accurate and consistent. The only increases that occurred were when accessories were billed to the account, some of which were credited after return, and when iPhone X and Apple Watch device payments were added in December 2018. The Executive Office is currently investigating Ms. [redacted]’s concerns to determine her eligibility for the switcher promotion and if she is eligible the amount that should be provided. Ms. [redacted] has expressed that she will provide the additional documentation required to complete the investigation. As of close of business on March 16, 2018, the documentation has not been received. The case will remain in a follow up status in the Executive Office until final resolution can be provided. Ms. [redacted] has been informed of this information. Should you have any questions regarding this correspondence, I can be reached at ###-###-####. My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday. Thank you. Sincerely, Courtney D. Executive Relations Analyst

[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 accepted the cheap solution because my time didn't be paid, but I will not accept his statement! One question: from him to  Verizon each customer
,why every person talked differently? You said the policy retired.  Can you provided evidence the retired policy will made me contract with Verizon will be retired? If a contract can be retired by one side, what is the meaning for contract? Gang response and gang company!Low, low, low! Dishonest! Rude!
Regards,
[redacted]

Upon receipt of this complaint, I completed a review of account number [redacted]. Our records indicate that Ms. [redacted] activated her new handset and discovered that it was damaged 3 days later. Ms. [redacted] was advised that she would have to file an insurance claim in order to...

replace her equipment as it feel outside of the warranty period. In the interest of resolution, Ms. [redacted] was provided with a one time new replacement device. Ms. [redacted] will return the damage device via a prepaid FedEx Label to Verizon Wireless. Ms. [redacted] stated that she is satisfied with the resolution and consider her case 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 finally the resolution satisfactory to me. This was after many maybe 4-6 weeks, ~10 hours of my time, much frustration and apparent delay/drave away tactics by Verizon and their agents (6 to 8 Verizon customer service agents in total - the last 3 in the Executive office) only the final agent appeared sincerely to desire to resolve the customer/me concerns effectively. 
Regards,
[redacted]

Dear Ms. [redacted], This letter is in response to the above-referenced complaint. Thank you for referring it to our office for review. In her complaint, [redacted] states that her data usage is not reporting correctly. I have reviewed her account; Ms. [redacted] recently started service on...

March 12, 2017 with two lines of service.  She has currently used 7.31 GB of data of The Verizon Plan 8GB as of March 16, 2017.    After a deeper investigation into the data usage on Ms. [redacted] mobile number ###-###-####, we were able to confirm the top three sources of data utilization on this line were [redacted] Streaming Services, [redacted], and [redacted]. In addition, the top three sources of data utilization on mobile number ###-###-#### were [redacted], and [redacted] International. A large amount of the content available today for mobile users is transmitted through CDNs; this includes e-commerce, live and on-demand video streaming, and popular social networking sites.  Unfortunately, CDN records available to Verizon do not display the name of the specific app that a customer is using on his or her device, but common examples include Netflix, Snapchat, Facebook, and Amazon.  I discussed the findings with Ms. [redacted] and she understood what contributed to her data usage.  In addition to limiting her use of apps that drive data usage, I recommended that Ms. [redacted] may reduce her data usage even further by taking the following steps:   • Decrease live or on-demand video streaming when not connected to Wi-Fi.  • Turn off Wi-Fi Assist, which is a device setting in Apple devices that automatically switched to cellular network data     when there is a poor Wi-Fi connection.  • Sign up through My Verizon to be alerted when 50 percent and 75 percent of her monthly data allowance has been     used.  • Optimize installed apps:             a. Facebook – Disable auto play for video            b. Twitter – Disable autoplay for video            c. Instagram – Disable preloading pics and videos – click the “use less cellular data”            d. YouTube – Make sure “play HD video only on Wi-Fi option is clicked”            e. SnapChat – Enable Travel mode Ms. [redacted] can also take advantage of the Verizon "Safety Mode" feature. Customers who elect Safety Mode are not charged for overage. Instead, Safety Mode customers who use up their monthly data allowance see reduced data speeds but are able to continue using their mobile devices. Customers in Safety Mode who want faster connection speeds are able to purchase a "Data Boost" for $15/GB for the remainder of their bill cycles. Any unused portion of the Data Boost carries over to the next month. The Executive Office of Verizon Wireless appreciates the opportunity to research and address Ms. [redacted] concerns. Should Ms. [redacted] have any additional questions or concerns, or if she is interested in making any changes to her service plan, she may call ###-###-####.

June 01, 2017 [redacted]Revdex.com of New Jersey1700 Whitehorse - Hamilton Sq. Rd. Ste D5Trenton, NJ 08690 RE: Complainant: [redacted]      Case Number: [redacted] Dear Ms. [redacted]: This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on May 25, 2017. Upon receipt of this complaint, I completed a review of account number [redacted]-** Our records indicate that after multiple replacement devices Ms. [redacted] did change carriers. This left a remaining balance of her device payment agreement of $125.00. On June 1, 2017, I spoke with Ms. [redacted]. Based on the information provided, I offered to issue a credit of $125.00 to offset the upcoming device payment agreement buyout which will bill on the June invoice. Ms. [redacted] accepts this offer and is highly satisfied.. Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] [redacted] has any further questions or concerns, he/she may contact me directly at [redacted] Extension [redacted] Monday through Friday between the hours of 8:30am - 4:30pm EST. Sincerely, Larry W.Executive Relations   CC: [redacted]       [redacted]       [redacted]

Complaint: [redacted]
I am rejecting this response because:
We have been told this same information every month. How do we know NoW it's going to be true? We asked for additional compensation that is well deserved , OR just apply the entire credit at once so it pays off the device.
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] and find that this resolution is satisfactory to me.
Please be advised this issue has been successfully resolved and the additional charges have been removed. Thank you and have a great day [redacted]  
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], and find that this resolution is satisfactory to me.
Regards,
[redacted]

This office spoke with Mr. [redacted] regarding his concern. My findings are that the Mr. [redacted] had called in to Verizon Technical Support at 5:42 pm, PT, on April 26, 2017. He reported on that phone call that his phone had been dropped and the screen had been cracked. He visited our...

retail store approximately one hour after the call. The Manager who greeted him at the door observed that the phone was damaged. I find nothing to support Mr. [redacted] claim the phone was damaged by Verizon Wireless. Mr. [redacted] states that he disagrees with my findings. In an effort to resolve his concern, I have offered to apply a credit in the amount of $75.00 to compensate him for 50% of the insurance deductible. Mr. [redacted] accepted this offer and states he is satisfied with the resolution.   Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused.  If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 7:00 AM -4:00 PM ET.   Sincerely,   Tom E. Executive Relations