Dunes Golf and Beach Club

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.

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]

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

Revdex.com of New Jersey Attention: G[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, Mr. [redacted] stated he had been receiving robotic calls in regards to the account balance but disputed that he had a balance and stated that the services should have been disconnected. Mr. [redacted] has lung cancer and requested that I speak with his wife to avoid discomfort to him. Mrs. [redacted] is not an authorized user on Mr. [redacted]'s account so I spoke with Mr. [redacted] on 6/5/17 to verify the account with him and to get authorization to speak with Ms. [redacted]. Mr. [redacted] verified the account and authorized me to speak with Mrs. [redacted]. Upon receipt of this complaint a review was completed. In speaking with Mrs. [redacted], she expressed to me that Mr. [redacted] was receiving robot calls stating that he owed a balance and she didn't know why. Mrs. Copper states that Mr. [redacted] signed an annual agreement and that since his year was up on May 8, 2017 his account should be terminated and he shouldn't be receiving calls. I informed Mrs. [redacted] that Mr. [redacted] signed a 2 year contract on May 8, 2015 and not an annual agreement because we do not offer annual agreements. I then advised Mrs. [redacted] that Mr. [redacted] was receiving calls from our financial services department because Mr. [redacted]'s account was past due 60 days and the balance on the account was $90.85. Mrs. [redacted] stated that he shouldn't owe a balance since he paid for a year worth of service. I then advised Ms. [redacted] that we received a payment from Mr. [redacted] on May 6, 2016 in the amount of $360.00 and each month we deducted his monthly bill from that amount until the amount was depleted. I then advised Mrs. [redacted] that the bill due by April 3, 2017 was for $19.71 which is a reduced amount due to the credit depleting. Mrs. [redacted] didn't understand how the credit depleted and I advised her that I would send her the invoices from the time we received the payment of $360.00 to May 2017 so she can see the invoices. I also advised Mrs. [redacted] that I would disconnect the account immediately and advised her that the account does not automatically disconnect once the 2 year contract ends. At the end of the contract, the customer is then month to month until they renew their contract. Mrs. [redacted] also had concerns that Verizon Wireless did not inform Mr. [redacted] that he had a balance on his account. I informed Mrs. [redacted] that text messages were sent to Mr. [redacted] each month that he had a bill generated to him. Mrs. [redacted] admitted that they do not check the phone so they wouldn't have seen the messages. Mrs. [redacted] also stated that she was stubborn and was not going to make a payment on the account even after I sent her the bills in the mail. I advised Mrs. [redacted] that as a one time courtesy, I would credit the account balance of $90.85 on the account because I didn't want the account to go to collections. Mrs. [redacted] was appreciative of the credit.   Verizon Wireless regrets any inconvenience the above matter may have caused Mr. [redacted], and appreciates the opportunity given to resolve these account concerns. Should Mr. [redacted] have any questions, please call me directly at ###-###-#### between 9:00am and 5:30pm EST, Monday through Friday. Sincerely,   Acacia W. Executive Relations

May 5, 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 May 2, 2017. In his rebuttal Mr. [redacted] expressed dissatisfaction with the previous offer to replace his sim card or offer a warranty replacement device. He states he’s paying for service he’s not receiving.       Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate that Mr. [redacted] had been using a Samsung Galaxy S7. His original complaint indicated he’d The Executive Office offered assistance on April 26, 2017 by offering to send a new sim card or to provide a warranty replacement for his device. He declined these offers. The Executive Office respectfully declined any further account credits (he’d received $971.23 in inconvenience credits from May 1, 2016 to that date). My review of his rebuttal found that Mr. [redacted] upgraded his Samsung Galaxy S7 to a Galaxy S8. Our Office has declined to provide further credits. No further action will be taken regarding this complaint.   Customer Care at Verizon Wireless has provided Mr. [redacted] with additional credits on May 4, 2017 for $123.58.       Verizon Wireless appreciates the opportunity to respond to our customer's concerns.       Sincerely, Kimberlee V. 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]

Upon review of the account, [redacted] placed an order on April 11, 2016, and purchased a [redacted] and two iPhone 6 Plus devices with Device Payment Agreements. Account remarks show that [redacted] called Customer Service on April 12, 2016, to cancel the two iPhone orders. However,...

the devices were already shipped: the [redacted] was shipped via [redacted] tracking [redacted] and the two iPhone 6 Plus devices were shipped via [redacted] tracking [redacted] The [redacted] tracking number shows no activity after April 13, 2016. Account remarks show that Customer Service called [redacted] on April 21, 2016, and it was determined that the shipment was lost or stolen while in [redacted]'s possession. As a result, the Device Payment Agreements for both iPhones were cancelled and a refund was issued. However, the pending activation of the new devices with the plan change was not cancelled. This prevented [redacted] from changing to the 3GB Verizon Medium Plan. I spoke with [redacted] to address his concerns and the above findings. In an effort to provide a satisfactory resolution, I assisted him in activating his new [redacted]. I was also able to successfully change [redacted] to the 3GB Verizon Medium Plan. I offered to waive his $197.12 balance and he accepted. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or [redacted] have any questions regarding this response, please contact me at ([redacted] extension [redacted] between the hours of 10:00 A.M. and 7:00 P.M. (PDT), Monday through Friday. For other account related issues, please contact Customer Service at [redacted] Sincerely, [redacted] 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. From: Courtney M[redacted] [mailto:courtneym[redacted]@gmail.com] Sent: Sunday, September 18, 2016 2:18 AM To: [email protected] Subject: Complain resolved To whom it may concern, I recently filed a complaint against Verizon Wireless. I am happy to report that the complaint has since been resolved.  My name is Courtney M[redacted] and my complaint number is [redacted]. Thank you for your time.   
Regards,
Courtney M[redacted]

This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on June 6th, 2017. Upon receipt of this complaint, I completed a review of account number [redacted]. Our records indicate that the device was returned 4 months after we...

requested.  As a resolve, we refunded a portion of the charge minus the restocking fee.  Mr. [redacted] expressed satisfaction with this resolution. Verizon Wireless appreciates the opportunity to respond to our customer's concerns.

Verizon sincerely apologizes for the inconvenience this matter has caused Ms. [redacted]. After review of this concern, Ms. [redacted] was given an apology for the inconvenience this has caused. The Executive office has been able to speak with Ms. [redacted] from 4/28/2017 to 5/12/2017. After further...

review of her concern, we partnered with the Verizon Technical Advisory Group, it has been confirmed that all data usage is reporting properly, and is valid. The data usage is originating from Ms. [redacted] equipment.   Should Ms. [redacted] have any questions regarding this response or their concerns, they may contact the undersigned at ###-###-#### between the hours of 8:30am – 5:00pm EST. Respectfully, Engrid ...

This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on June 4, 2017.The VZW warranty provides a customer with a free Certified Like-New Replacement (CLNR) device when the device has a hardware defect within 12 months of...

purchase. If outside the warranty, they may receive a CLNR at $149.Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate Mr. [redacted] is not under warranty and not eligible to upgrade due to a current DPP(device payment plan) on the current device.  In the interest of a resolution, Mr. [redacted] remaining balance on his device payment plan was expunged in order for another device to be purchased.Verizon Wireless appreciates the opportunity to respond to our customer's concerns. Sincerely,LaToya B.Executive Relations

May 19, 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 05/09/2017.Upon receipt of this complaint, I completed a review of account number [redacted]. Our records show the account was disconnected on 01/08/2017 and written off on 04/08/2017.In speaking to Ms. [redacted], she explains there was a delay with Verizon getting her a final invoice which caused a delay in paying the bill. She is requesting to remove any derogatory credit remarks. She further explained she just received the final bill 3 weeks ago. Verizon verified reprints were mailed and delivered on the following dates:02/24/201703/08/201703/24/2017The address does delivery point validate with the USPS and we do not show any returned mail in our address correction data from the post office. The address they were sent to is:[redacted]I spoke to Ms. [redacted] and communicated our findings however, she disputes she received an itemized bill on the above dates. She further claimed she did not receive the itemized bill until after the account was written off on 04/08/2017. Ms. [redacted] was not satisfied with the resolution.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

Upon receipt of the complaint, the Executive Office spoke with Ms. [redacted] on March 29, 2017. Verizon Wireless agreed to perform a buyout for MTN [redacted]5, which will appear on the April billing statement. An adjustment will be applied in the amount of $672.00 to honor the full value of...

the promotion. We also agreed to provide a $100 adjustment for the return of the Samsung Galaxy Note 7. Ms. [redacted] 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 toll free at ###-###-####, Monday through Friday between the hours of 8:00 AM and 4:30 PM ET. Tonya S. 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]

[redacted]   [redacted]               May 17, 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 05/12/2017.               Upon receipt of this complaint, I completed a review of account number [redacted]. Our records indicate Mr. [redacted] changed his plan to the Verizon Unlimited Plan on 03/0122017. On 05/11/2017 he contacted customer care to inquire on the speeds of his mobile hot spot. Mr. [redacted] was informed To ensure a quality experience for all customers on unlimited, your Internet Device LTE connection will be reduced to 3G speeds after 10GB of 4G LTE usage. The 10GB cap applies per line and you will continue to receive 3G speeds until your next bill cycle.       On 05/17/2017 I spoke with Mr. [redacted], I offered to credit his account one month of service in the amount of $116.24 for the inconvenience. Mr. [redacted] accepted the offer and was satisfied with the outcome of the call.               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 ###-###-#### Monday through Friday between the hours of 8:00 AM – 5:00 PM ET.               Sincerely,               Dennis P.       Executive Relations

Complaint: [redacted]
I am rejecting this response because:
I appreciate that after 9 MONTHS, Verizon Wireless has issued me a credit that was due 6 MONTHS ago.  However, I far from satisfied.  In order to receive this credit, I used about 4 hours of my time and explained my story to countless Verizon Reps.  A Verizon Rep on 5/4 promised that I would receive the credit on my next statement.  When I did not receive the credit, I called Verizon Wireless again around June 4th.  I spoke to multiple agents that day.  These Verizon Wireless reps told me that the "Phone Trade-In Department" reviewed my account and denied the credit.  (Verizon Wireless never notified me of this denial! I had to call again to learn of this.)  Furthermore, when I called again, the Verizon Reps told me that the rep on 5/4 was "wrong" and should not have offered me a credit.  The reps went on to say that I needed to produce a tracking number from 9 months ago in order to receive my credit.  I am still very upset that I needed to spend at least 4 hours of my time to persuade Verizon Wireless to adhere to their contractual obligations.  It is not acceptable that lapses in Verizon Wireless' operations/procedures led to this situation that inconvenienced me for multiple hours.  
Regards,
[redacted]

Thank you for allowing Verizon Wireless to respond to concerns expressed by Courtney M[redacted].  In her complaint, Ms. M[redacted] stated her lines were not disconnected as promised and she is now being informed that she will be responsible for the devices that were returned. ...

  Upon receipt of this complaint a review was completed.  Ms. M[redacted] has advised the Executive Office that her account concerns have been addressed and resolved. The account reflects a zero balance and the lines have been disconnected. Verizon Wireless assures Ms. M[redacted], as well as the Revdex.com, that we will exhaust all options to prevent such incidents in the future.  Verizon Wireless has provided the applicable coaching to our team members involved, for that purpose.   Verizon Wireless regrets any inconvenience the above matter may have caused Ms. D[redacted] and appreciates the opportunity given to resolve these account concerns.  Should Ms. M[redacted] have any questions, please call me directly at ###-###-#### between 9:00am and 6:00pm EST, Monday through Friday.   Sincerely,   Shunté R. Executive Relations

This is in response to the above-referenced complaint filed by [redacted] [redacted] and received by Verizon Wireless on March 13th, 2017.  Upon receipt of this complaint, I completed a review of account number [redacted] By definition, when speeds are “throttled,” they are set by the...

carrier to a set maximum speed, like 2G or 3G speeds. Verizon does NOT do this at any point when you’re surfing the web, streaming video or music and checking email on your phone with Verizon Unlimited.  The only time your speed is slowed in this manner is when you are using an internet device or mobile hotspot and have already used 10GB of data in the current billing cycle.  When customers reach 22 GB of data, their data may be prioritized behind other customers’ traffic during times of network congestion. We recommend that [redacted] changes to the New Verizon 30GB or 40GB plan to cover usage needs. Verizon Wireless appreciates the opportunity to respond to our customer's concerns.

[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] [redacted] and received by Verizon Wireless on 6/7/17.   Upon receipt of this complaint, I completed a review of Ms. [redacted] account. Our records indicate that Ms. [redacted] recently visited A3 Communications of South Richmond Hill, NY (an indirect agent) to activate three lines of service with Verizon Wireless.  At the time of the activation, Ms. [redacted] advised that she was not informed that a $30.00 Service Activation Fee would appear for each line added on her next invoice.  We wish to provide a sincere apology for any inconvenience this caused Ms. [redacted]. We will ensure that the employees at A3 Communications receive the necessary coaching and/or training.   In an attempt to resolve Ms. [redacted] complaint, the Executive Office agreed to apply a one time credit adjustment in the amount of $90.00 to offset the Service Activation Fees.  She accepted the offer and advised that she is fully satisfied with the resolution provided.   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 ###-###-#### Extension [redacted] Monday through Friday between the hours of 10:30AM – 7:00PM ET.   Sincerely,   Keith D. Executive Relations

The following letter has been sent to [redacted] [redacted] regarding the Revdex.com complaint that she submitted. We have been unsuccessful in reaching her to assist in resolving her concerns. Thank you for allowing us the opportunity to resolve concerns you had recently on your Verizon Wireless account....

I would be happy to speak with you regarding this matter, but unfortunately I was unsuccessful contacting you by telephone or e-mail.Please contact me directly to discuss your concerns; you should do so prior to May 11, 2017, after that time Verizon Wireless will consider this matter closed. I can be reached at [redacted] and am available Monday through Friday from 7:30 AM - 4:00 PM EST. If this is inconvenient, please feel free to reach out to customer care at ###-###-####. Thank you the opportunity to address your concerns. I look forward to speaking with you.