Dunes Golf and Beach Club

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 ###-###-####.

[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.
Regards,
Chase F[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]

Upon receipt of this complaint, I completed a review of account number [redacted]-*. [redacted] is requesting that the paid collection account be deleted from her credit report. [redacted] [redacted] states that she never received her final billing invoice dated 02/26/2016 so that her new...

service provider could pay her final billing invoice. Our records indicate that a final bill was sent out and there are no records of receiving any returned mail. Additionally, we have been unable to find any billing errors made by Verizon Wireless that would warrant any adjustments to be made of the deletion of the account from the credit file. Verizon Wireless is responsible for reporting accounts accurately and honestly in accordance with the Fair Credit Reporting Act (FCRA). Unfortunately, the request to delete the account from the credit report has been denied. The account will be updated to paid in full since payment has been made.

[redacted] expressed concern to Executive Relations regarding equipment that was returned back to our warehouse. Ms. [redacted] stated that she returned on the equipment on 3/28/2017 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 2004.  Our records showed that she signed a device payment agreement on her phone number ###-###-#### and she purchased an iPhone 6S 64 GB in Space Gray. Ms. [redacted] returned the smartphone back to Verizon Wireless on 3/28/2017 and she was still be charged for the device. The 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 14 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 $281.16 for the remaining balance owed on the smartphone on her 5/20/2017 billing invoice.  Due to her tenure with Verizon, I offered to apply a one time courtesy credit for $336.39 for the force buyout fee since the device was returned back to our warehouse. In speaking with Ms. [redacted], she understood that she is only able to return equipment within the first 14 days from purchasing the equipment and she will not be able to return equipment after having her equipment for 14 days.  Ms. [redacted] accepted this offer and she was satisfied with this resolution.

Upon the receipt of this complaint, I completed a review of account number [redacted]. Our records indicate that [redacted] [redacted] has been a customer since 09/20/12. We have reviewed Ms. [redacted] complaint in regards to purchasing an iPad mini, and being able to return it for a different color...

when they were in stock. Ms. [redacted] also stated she was told she would get it for a lower price due to AT&T’s price. I advised to Ms. [redacted] we would not be able to take the equipment back and provide a different device due to it being past the customer guarantee. However, I would be able to provide a credit for $100.00 towards the purchase price of the iPad mini. The customer accepted 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.
Regards,
Susan A[redacted]

May 03, 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 04/25/2017. [redacted] [redacted] expressed concerns with receiving RoboCalls because he is not a Verizon Wireless customer.I spoke to [redacted] [redacted] to address her concerns and apologized for any inconvenience. She explained the calls were related to a closed account for her daughter. Mrs. [redacted] could not confirm if she was authorized on the account and could not provide an account number or mobile number. She advised she would give my contact information to the account holder.On 5/3/17, I spoke to the previous account holder who confirmed the issue has been resolved.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 MST.Sincerely,Nicole M.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.
 From: Daniel T[redacted] [mailto:[redacted]] Sent: Tuesday, September 20, 2016 3:35 PM To: Revdex.com <[redacted] Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint #[redacted].   Verizon has resolve this issue  
Regards,
Daniel T[redacted]

May 08, 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] and received by Verizon Wireless on 04/30/17.   Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate that Verizon's Executive Office previously address Mr. [redacted] concern and responded to the Revdex.com under case #[redacted].  It has been determined that Mr. [redacted] is located in a marginal coverage area; therefore, he may experience variances in the signal  strength when using the mobile hotspot feature.    I made several attempts to reach Mr. [redacted] to discuss the concern but was unsuccessful.  Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] has any further questions or concerns, he/she may contact me directly at [redacted] Extension [redacted] Monday through Friday between the hours of 10:30 AM - 7:00 PM EST.  Sincerely, James R.Executive Relations   CC: [redacted]       [redacted]       [redacted]Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I was transferred to the gentleman named Luis and he did not give me the proper number to call to change my address to receive the gift card. Please call me back and give me the proper phone number to call and switch the address. Thank you.
Regards,
[redacted]

April 03, 2017   [redacted] Revdex.com of New Jersey 1700 Whitehorse - Hamilton Sq. Rd. Ste D5 Trenton, NJ 08690   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, 2017. Mr. [redacted] was dissatisfied with the previous offer of half of the promotional offer. He 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 $13.54 (half of the promised promotional amount) for 24 months as the device sent in was unable to be located in our warehouse. I reviewed Mr. [redacted]’s case again based off his request to receive the full amount. Mr. [redacted] has been our customer since May 2013 and has two lines of service.   In an effort to provide customer satisfaction, the Executive Office has agreed to credit the full $27.08 monthly for the next 20 months for Mr. [redacted]. I adjusted last months credit and provided an additional $13.54 credit to the one already provided. I also issued 3 credits of $31.66 for three full months of equipment payments. This resolution honors Mr. [redacted]’s request for the full value of the promotion ($27.08 x 24 months).   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]7 Extension 2143814 Monday through Friday between the hours of 7:00 am to 3:30 pm ET.   Sincerely,   Kimberlee V. Executive Relations

June 07, 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 5/31/2017.  [redacted] [redacted] expressed concern to Executive Relations regarding non return fee applied to his account.  In his complaint, Mr. [redacted] stated that he purchased two new smartphones at a Best Buy retail store on a new device payment agreement.  Mr. [redacted] said the sales associate told him that he could keep his current smartphones and he was not required to return them back to Verizon Wireless.  He reviewed his current bill and it showed that he was charged a non return fee for returning both smartphones.Upon reviewing the account, the account reflected that Mr. [redacted] upgraded his two current smartphones lines on 2/18/2017 at a Best Buy retail store location to two new Samsung Galaxy S7 smartphones.  Our records showed that he previously purchased two iPhone 6S smartphones on 6/16/2016 on a 24 month device payment agreement.  This agreement stated that Mr. [redacted] was eligible to upgrade early after 50% of his device payment agreement was paid for with both smartphones.  Mr. [redacted] was required to trade in two iPhones 6S back to Verizon Wireless per the contract agreement since he upgraded after 50% of each smartphone was paid. In order for Mr. [redacted] to keep both iPhones 6S smartphones, he had to pay off the remaining balance owed for both smartphones to own the equipment. The account reflected that he was billed $750.00 for the remaining balance owed on each smartphone. The Executive Office attempted multiples time to reach Mr. [redacted] to discuss this matter but he was unavailable to provide a resolution.  As a means of resolution, if Mr. [redacted] returns both smartphones back to our Verizon Wireless then we would apply a credit for $750 to his account to resolve this matter on his account and Mr. [redacted] can contact the Executive Office to accept this offer.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 [redacted] Extension [redacted] Monday through Friday between the hours of 9:00 a.m. - 5:00 p.m. Sincerely, De'Marcus W.Executive Relations   CC: [redacted]       [redacted]       [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. I just would like to give some customer feedback. The store I went to was called Verizon Wireless, not "[redacted]". I get that perhaps they were a reseller but its quite difficult to tell the difference when they use your exact name. (You can even google the address on [redacted] in nyc and it says Verizon Wireless not [redacted]. As some feedback to not confuse customers I think these resellers should be required to let their customers know that they are not verizon wireless but rather a seller for them as to not confuse and scam the customers (which is really what they did and have done to friends of mine in the past). I appreciate the refund for the transfer fee and will gladly accept that. As for the insurance I actually changed my mind and want to keep it. I called them the other day to add the insurance back so there doesn't need to be a change for that. Again, thank you for resolving this matter and I appreciate it your offer and feel much better. Thank you very much.  [redacted]   [redacted]
Regards,
[redacted]

May 30, 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] and received by Verizon Wireless on 05/25/2017.Upon receipt of this complaint, I completed a review of account number [redacted]-*. Our records indicate the Executive Office spoke to [redacted] [redacted], Account Manager and husband to [redacted] [redacted]. He was advised we are not able to remove the derogatory credit remark based on our investigation. He was also advised we sent itemized statements on 02/24/2017, 03/08/2017, and 03/24/2017. We also confirmed that the bills were mailed to the address on the account. Mr. [redacted] confirmed he received the itemized billing statements, but T-Mobile would not honor the bills provided because the MDN was not listed by the breakdown of charges of the DPP. Verizon explained we could not waive the balance or remove any negative credit remarks because the other service provider didn't like the format of our billing. We offered to waive the written-off balance should Mrs. [redacted] return to Verizon however at this time, the Executive Office considers this matter resolved.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 CC: [redacted]

This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on 4/25/17.   Upon receipt of this complaint, I completed a review of account number [redacted]-*. We reached out to Mrs. [redacted] and offered to remove the international charges...

as a one time courtesy.    Verizon Wireless appreciates the opportunity to respond to our customer's concerns.

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 his complaint, Mr. [redacted] is disputing not being able to get another phone because his phone is no longer compatible with his work software.   Upon receipt of this complaint a review was completed.  The Executive Office spoke with Mr. [redacted] regarding his Revdex.com complaint. Mr. [redacted] purchased a Google Pixel device and recently his phone is not compatible with the software that is used at his job. Upon calling customer service he was advised that the only way to get a new phone was to buy out his current device and purchase a new one. The Executive Office advised Mr. [redacted] that the information he was provided was correct as the failure of the device was not caused by Verizon Wireless. As a one time courtesy, we have allowed Mr. [redacted] to swap his device for a device that will be compatible with his software for work. Mr. [redacted] was overnighted an Iphone 7 and has been advised to return his current Google Pixel back to Verizon Wireless. Mr. [redacted] is satisfied with the resolution.   Verizon Wireless regrets any inconvenience the above matter may have caused Mr. [redacted], and appreciates the opportunity given to resolve these account concerns.  Sincerely,     Ashleigh C. Executive Relations

Upon receipt of this complaint, a thorough review was completed by Executive Relations. Kirsten H[redacted] sent in written correspondence to the Revdex.com because she states she ported out her numbers and the account remained active for MTN ###-###-#### resulting in being billed.Executive Relations offered...

an assurance of help and expressed that the experience described is certainly not characteristic of the service we aim to provide. Executive relations reviewed the account and the bill. Ms. H[redacted] cancelled/ported out the numbers ending in [redacted] and.[redacted] numbers on 3.22.2016. The number ending in [redacted] the number in question was disconnected on 5.9.2016. On 5.9.2016 Ms. H[redacted] called in to inquire about the line and was advised that there was no supporting documentation that requested for the line to be cancelled, as a result the number ending in [redacted] was cancelled on 5.9.2016. Our level of customer service is of the utmost importance; as a gesture of goodwill Executive Relations will adjust $74.94 of the $206.76 balance leaving valid charges of $131.82. The charge of $131.82 was due April 2, 2016 on the March 7, 2016 bill cycle and the port out/disconnect happened on 3.22.2016. The account has not been written off it is still being held in-house as of 7.8.2016. However, to make your final payment of $131.82 please contact [redacted] at ###-###-####.Verizon Wireless appreciates the opportunity 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 toll free at ###-###-####, Monday through Friday between the hours of 9:00 AM and 6:00 PM EST.

This office spoke with [redacted] regarding his concern. My findings are that Mr. [redacted] had sent a phone in to Verizon to take advantage of a promotion that would have provided a trade-credit valued at $569.99. Verizon requires that any device offered for trade-in is in good working condition...

with no damage. The phone received has a damaged screen. In speaking with Mr. [redacted], we have determined that the damage may have occurred in transit. I apologized for his experience. I have offered to apply the promotional credit along with an additional $50.00 courtesy credit. 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