Dunes Golf and Beach Club

[redacted] expressed concern to Executive Relations regarding experience at retail store Mr [redacted] stated that he was misquoted by the sales associate at the retail store after he purchased two new smartphones on his account In speaking with Ms [redacted] , I apologized that he was misquoted on his monthly bill while he purchased his new smartphones in the retail store I advised him that coaching feedback would be submitted to the retail store regarding his experience Upon reviewing the account, the account reflected that Mr [redacted] owed a balance for $due by 6/28/ Our records showed that Mr [redacted] monthly bill estimated to $per month on his account In speaking with Mr [redacted] , he did not understand why his bill increased to $ The account reflected that Mr [redacted] was charged a $upgrade fee and his bill was prorated after he made a plan change from the Verizon Plan XXLarge 18GB to the new Verizon Plan Unlimited which caused an increase in his current bill As a means of resolution, I offered to apply a one time courtesy credit for $to adjust his bill to his monthly billing charges Mr [redacted] expressed that he was satisfied with this resolution The Executive Office considers this 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 this resolution is satisfactory to me 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 Thank you for your fair assessment of this matter Regards, [redacted]

June 8, Revdex.com of New Jersey Attention: [redacted] Westhorse Hamilton Square Road, Suite D-Trenton, NJ 08690- Re: Revdex.com Case #: [redacted] Customer Name: P [redacted] Verizon Wireless Account#: [redacted] Dear Ms [redacted] : This is in response to the above referenced informal complaint received by Verizon Wireless on June 8, In her rebuttal, Ms [redacted] rejects the response provided by Verizon Wireless to her complaint She states that Verizon Wireless was able to resolve her concern in a satisfactory mannerShe is requesting additional information in regards to the representative she spoke with in the Executive Office The Executive Office is pleased that Ms [redacted] issues were resolved by our office and that she is satisfied with the resolution that was providedWe ask that in the future , Ms [redacted] contacts our customer service for assistance by calling ###-###-#### or from her handset by dialing *We also have express service options available online at: www.vzw.com where she can monitor usage, view account balance, and make paymentsIn a case when an issue requires further assistance, we have an escalation process in place by our customer careHowever, for Ms [redacted] records, the Executive Analyst that previously assisted her was Dion M., at ###-###-#### Verizon Wireless appreciates the opportunity to respond to Ms [redacted] concerns Respectfully, Shunté RExecutive Relations Verizon Wireless Executive Office

The owner of the account is deceased The customer was advised to return the device and the account would be closed without penalty The device was returned and the account was closed but the customer was charged the cost of the device in addition to the last bill The customer is requesting a refundThe refund of $was processed on 05/20/and should be received in 3-business days to the account ending in ***.This case will be closed

Thank you for contacting Verizon Wireless (VZW)This letter is in response to the above referenced complaint for Jay J***Please accept this letter as confirmation of VZW's response to his concerns.MrJ [redacted] stated that he attempted to get information on his last paymentHe stated that the representative appeared to not want to assist him with a simple requestI spoke with MrJ [redacted] and heard his concernsI apologized for the experience and confirmed that he was able to have his questions answeredI advised him that I will submit feedback to ensure his concerns are addressed

Upon review of the account, two trouble tickets were submitted on November 16, 2015, and May 11, 2016, that confirmed that Ms [redacted] is in a marginal coverage areaThe account remarks show that Ms [redacted] has spoken with Tech Support on numerous occasions about the poor service in her homeHowever, despite her service issues, her three-month average is 2,minutes per month for her line of service ending in ***The remarks show that Ms [redacted] was offered a Network Extender at a discounted price to address her concern, but she declined I spoke with Ms [redacted] on May 26, 2017, and apologized for any inconvenience caused by her service issuesI advised her that previous two trouble tickets have confirmed she lives in a marginal coverage areaAnother trouble ticket was created to determine if there have been any changes with the coverage in the area I discussed the results of the trouble ticket with Ms [redacted] on June 1, I advised her it was confirmed she still lives in a marginal coverage areaMs [redacted] advised she would like a refund or credit for her past billsI advised her that the service was still usedI offered her a free Network Extender; however, Ms [redacted] does not have a ground based high speed internet connectionI advised her she can also port her phone number to another carrier and her early termination fee would be waivedMs [redacted] asked for a credit for the $balance and I agreedI advised Ms [redacted] that if she chose to keep her Verizon service then she will continue to be billed her monthly rateI advised Ms [redacted] that if she wished to switch to another carrier to do so before her new billing cycle starts on June 9, 2017, so she would not be charged for another month of serviceMs [redacted] advised that she will think about her options and will call me back Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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 RExecutive Relations

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 ownerHowever, he last name was listed as ***It hassince been updated to [redacted] on the accountI have assured Mr [redacted] that there would not be any furtherpush back on completing transactions as long as the pin is confirmedI have also educated Mr [redacted] on thedifference between the account Owner and managerThe account manager can do the same things as theaccount owner except, the manager cannot add another account manager or change the pinMr [redacted] hasexpressed satisfaction with the resolution to his concern.Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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] ***

Upon review of the account, a new device was ordered on March 13, 2017, and delivered on March 15, The account shows that Ms [redacted] visited a Verizon Wireless store on March 29, 2017, but they were not able to exchange the deviceIt is remarked that the sales terminal showed that Ms [redacted] was outside of the 14-day Customer Guarantee return and exchange periodI have confirmed that this is correctThe 14-day Customer Guarantee begins on day one when the device is deliveredCounting forward, with March as day one, March as day two, and so on, the 14th day was March 28, The account shows that a call was placed to Customer Service and they had the ability to order the requested device, but were unable to place the exchange because Ms [redacted] is near the Device Payment spending limit I spoke with Ms [redacted] to discuss her concern and the above findingsMs [redacted] advised there is nothing wrong with the iPhone Plus that was ordered but the intended user wants more storageI advised her she can still return the phone and after the original Device Payment Agreement is cancelled, order a new deviceHowever, time was limited to return the deviceI advised her that the spending limit cannot be raisedI apologized for the inconvenience and advised Ms [redacted] that the only want to exchange the device is to make the return firstMs [redacted] had no additional concerns Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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 RExecutive Relations

Complaint: [redacted] I am rejecting this response because:The representative that I spoke with did not understand the nature of my complaint, therefore we could not come to a resolutionI have spoken with a supervisor twice and my husband has spoken with the same supervisor onceWe are currently working with the current supervisor to come to a resolution Regards, [redacted]

June 13, Revdex.com of New Jersey Whitehorse - Hamilton SqRdSte D Trenton, NJ RE: Complainant: [redacted] Case Number: [redacted] This is in response to the above-referenced complaint filed by *** [redacted] and received by Verizon Wireless on June 7, In the complaint, Mr*** informs that he purchased two iphone devices in September under a promotion that offered $towards the equipment costHe informs that he received the discount per one of the devices, yet the line of service ending in [redacted] did not show the discountIn his rebuttal, Mr*** wants assurance that the discount has been applied as outlined in the response sent by Verizon WirelessUpon receipt of this complaint, we completed a review of Mr [redacted] account and confirmed that effective 5/19/a credit of $was applied towards his line of service ending in ***The credit will apply to his account in a reoccurring credit of $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 $was issued towards Mr [redacted] account and will reflect on his June billHe is satisfiedVerizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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 TExecutive Relations

April 03, [redacted] Revdex.com of New Jersey Whitehorse - Hamilton SqRdSte DTrenton, NJ RE: Complainant: [redacted] Case Number: [redacted] Dear Ms [redacted] : This is in response to the above-referenced complaint filed by [redacted] and received by Verizon Wireless on March 28, Mr [redacted] was dissatisfied with the previous offer of half of the promotional offerHe requests the full amount be honored in spite of the missing equipment Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate the Executive Office offered Mr [redacted] credits of $(half of the promised promotional amount) for months as the device sent in was unable to be located in our warehouseI reviewed Mr [redacted] ’s case again based off his request to receive the full amountMr [redacted] has been our customer since May and has two lines of service In an effort to provide customer satisfaction, the Executive Office has agreed to credit the full $monthly for the next months for Mr [redacted] I adjusted last months credit and provided an additional $credit to the one already providedI also issued credits of $for three full months of equipment paymentsThis resolution honors Mr [redacted] ’s request for the full value of the promotion ($x months) Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [redacted] has any further questions or concerns, he may contact me directly at [redacted] Extension Monday through Friday between the hours of 7:am to 3:pm ET Sincerely, Kimberlee VExecutive Relations

[redacted] expressed concern to Executive Relations regarding equipment that was returned back to our warehouseMs [redacted] stated that she returned on the equipment on 3/28/and she was still being billed for the device.Upon reviewing the account, the account reflected that Ms [redacted] has been a loyal customer since Our records showed that she signed a device payment agreement on her phone number ###-###-#### and she purchased an iPhone 6S GB in Space GrayMs [redacted] returned the smartphone back to Verizon Wireless on 3/28/and she was still be charged for the deviceThe account reflected that Ms [redacted] spoke with customer service an one time exception to cancel her device payment agreement since she returned the device back to our warehouse Ms [redacted] is only able to return her equipment within the day return policy but our customer service department make an exception for her regarding this matter After further review, the account reflected that Ms [redacted] was charge a forced buyout fee for $for the remaining balance owed on the smartphone on her 5/20/billing invoice Due to her tenure with Verizon, I offered to apply a one time courtesy credit for $for the force buyout fee since the device was returned back to our warehouseIn speaking with Ms [redacted] , she understood that she is only able to return equipment within the first days from purchasing the equipment and she will not be able to return equipment after having her equipment for days Ms [redacted] accepted this offer and she was satisfied with this resolution

Complaint: [redacted] I am rejecting this response because: I have not yet received payment due from VerizonMy credit has not yet been restored 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 removedThank you and have a great day [redacted] Regards, [redacted] L***

June 14, Revdex.com of New Jersey Whitehorse - Hamilton SqRdSte D Trenton, NJ RE: Complainant: [redacted] Case Number: [redacted] This is in response to the above-referenced complaint filed by *** [redacted] and received by Verizon Wireless on 6/13/In the rebuttal, Mrs [redacted] informs that she was told that her former account would reflect a zero balance since November 2016, yet the matter was not resolvedAt this time, she is seeking some proof of the findings other than waiting on a final billing statementUpon receipt of this complaint, a review of account number ending in [redacted] was completed and confirmed that the account now has a zero balanceThe outstanding balance of $has been adjusted as outlined in our previous responseOur records indicate that a credit of $was originally issued on 3/8/2017, but due to an inadvertent system error, that adjustment did not apply towards the account balanceThis billing issue has been resolved and therefore the credit of $will apply to the final billing statement once generated and, thus reflect a zero balanceWe sincerely apologize for any inconvenience causedPlease let this response serve as written confirmation that the account ending in [redacted] is closed with a zero balanceVerizon Wireless appreciates the opportunity to respond to our customer's concernsIf *** [redacted] has any further questions or concerns, she may contact me directly at ###-###-#### Extension [redacted] Monday through Friday between the hours of 8:am to 5:00pm (EST)Sincerely, Bernadette TExecutive Relations

Multiple attempts were made to contact the customer but we are unable to reach the customer to resolve her issue

Revdex.com of New Jersey Attention: [redacted] Westhorse Hamilton Square Road, Suite D-Trenton, NJ 08690- 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, *** stated he had been quoted that his monthly cost would be about $a month and that he would receive a gift card for about $for each device he traded inUpon receipt of this complaint a review was completedIn speaking with ***, he states that he saw promotions advertising that Verizon Wireless was offering unlimited data so he went into a store to get more informationWhen he went into the store, *** says that he was informed that his monthly bill would be approximately $a month including his device payment agreements and insurance on the devicesWhen [redacted] received his first invoice, he realized that the bill was higher than $a monthJorge went back to the Verizon Wireless and was then informed that the first bill is typically always higher than the remaining bills due to month in advance charges*** states he was then assured that the billing would be about $a month before taxes*** also states that he left his Sprint devices with the store associated because he was informed that he would get about $as a trade in for each phone*** states that he didn't trade in his Samsung Galaxy that day because the Shadn't been released yet and had to wait for it to arrive*** states that he left iPhone 6s devices at the store for trade in and was told to allow days for the trade in gift cards to arriveUpon speaking with customer service, *** was informed that there was no record of the iPhone 6s being traded inIn an effort to assist *** with his concerns, I apologized for the inconvenience and the experiences he has experiencedI informed *** that his monthly bill not including taxes is $a month for his plan, insurance, line access fees, and device payment chargesI then advised *** that based upon his most recent bills, the taxes are approximately $and that is a fee that we typically do not quote and is non negotiableI then informed *** that as a courtesy, I would apply a reoccurring credit in the amount of $to each line of service on the account so that it can offset the cost of his monthly bill*** is aware that his bill will be about $a month before taxes and after taxes it should be about $330.00- $Additionally, I informed *** that as a courtesy, I would apply an account credit to his account for the iPhone 6s devices that he states he left at the store for trade inThe credit being applied to the account is for $*** accepted the credit and is aware that the credit should cover his invoices for July and AugustSince [redacted] bills is intended to be about $340.00, and I advised him that he wouldn't owe a balance until September, I am going to apply an additional credit of $to the accountI also informed *** that should he bill anything to the account, the bill to the account charges will deduct from his account credit Verizon Wireless regrets any inconvenience the above matter may have caused ***, and appreciates the opportunity given to resolve these account concernsShould *** have any questions, please call me directly at ###-###-#### between 9:00am and 5:30pm EST, Monday through FridaySincerely, Acacia WExecutive 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, Brian P***

After reviewing the account, the promotion was not added because the account had a past due balanceAs a resolution, I added the promotion to the account due to the account currently being currentThe promotion is effective as of 5/3/and will apply to the April 27-May invoiceMs *** will receive retroactive credits to the beginning of the promotionShe is satisfied with the resolution