Dunes Golf and Beach Club

I spoke with Mr. [redacted] regarding his concerns.  I apologized for any inconvenience this matter may have caused. A damaged SIM tray is not covered by the manufacturer's warranty. However, in an effort to bring closure to this matter, I agreed to credit Mr. [redacted] Verizon account for the...

$70.31 he paid for a repair.  Mr. [redacted] accepted.  I also sent a replacement device and credited the $299 device replacement fee he will incur once the damaged device is received.  Additionally, I applied a credit to the account for one month of service.  Mr. [redacted] is satisfied and agrees this matter is resolved.

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, [redacted] stated he had been quoted that his monthly cost would be about $330.00 a month and that he would receive a gift card for about $200.00 for each device he traded in. Upon receipt of this complaint a review was completed. In speaking with [redacted], he states that he saw promotions advertising that Verizon Wireless was offering unlimited data so he went into a store to get more information. When he went into the store, [redacted] says that he was informed that his monthly bill would be approximately $330.00 a month including his device payment agreements and insurance on the devices. When [redacted] received his first invoice, he realized that the bill was higher than $330.00 a month. Jorge 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. [redacted] states he was then assured that the billing would be about $330.00 a month before taxes. [redacted] also states that he left his Sprint devices with the store associated because he was informed that he would get about $200.00 as a trade in for each phone. [redacted] states that he didn't trade in his Samsung Galaxy that day because the S8 hadn't been released yet and had to wait for it to arrive. [redacted] states that he left 3 iPhone 6s devices at the store for trade in and was told to allow 45 days for the trade in gift cards to arrive. Upon speaking with customer service, [redacted] was informed that there was no record of the iPhone 6s being traded in. In an effort to assist [redacted] with his concerns, I apologized for the inconvenience and the experiences he has experienced. I informed [redacted] that his monthly bill not including taxes is $338.00 a month for his plan, insurance, line access fees, and device payment charges. I then advised [redacted] that based upon his most recent bills, the taxes are approximately $40.00 and that is a fee that we typically do not quote and is non negotiable. I then informed [redacted] that as a courtesy, I would apply a reoccurring credit in the amount of $10.00 to each line of service on the account so that it can offset the cost of his monthly bill. [redacted] is aware that his bill will be about $298.00 a month before taxes and after taxes it should be about $330.00- $340.00. Additionally, I informed [redacted] 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 in. The credit being applied to the account is for $650.00. [redacted] accepted the credit and is aware that the credit should cover his invoices for July and August. Since [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 $40.00 to the account. I also informed [redacted] 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 [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

June 01, 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 24, 2017. In their rebuttal Mr. [redacted] remains dissatisfied with the explanation and options previously provided regarding his plan options. Mr. [redacted] states he was told he’d get 22GB on his home Wi-Fi; Smartphones receive 22GB of data before prioritization while internet devices are allotted 10GB before being capped to 3G speeds.   Upon receipt of this complaint, I completed a review of account number [redacted] Our Office previously suggested that switching to a 30GB plan may better meet their needs. Mr. [redacted] stated he’d change his plan to a 30GB plan if we could do so at his current costs. Our Verizon Plan Unlimited Plan is $110.00 a month while the Verizon Plan 30GB is $135.00. I have offered to provide a $25.00 monthly credit to offset the price difference for the next 12 months. This offer is available until June 8, 2017 should the customer be interested.   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 7:00 am to 3:30 pm ET.   Sincerely,   Kimberlee V. Executive Relations

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 ...

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

[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]

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

[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

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

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

[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 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

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.

The Executive Office communicated with Mr. [redacted] via email to address his concerns. We advised that his account was set up on monthly automatic payments that debited from his bank account on the 18th of every month. The payment on 3/18/2017 was his next scheduled payment.  We advised per...

Verizon Wireless customer agreement, we bill through the end of the current bill cycle even if the customer disconnects before the end of the bill cycle date. We confirmed the payment debited on 3/18/2017 was for services from 2/29/2017 - 3/28/2017. Since he disconnected on 3/11/2017; our office made a one time exception to credit the access charges from 3/12/2017-3/28/2017. The total refund credit amount will be 36.81.

[redacted] contacted the Revdex.com regarding her account.  I recently assisted the customer in March of 2017 due to issues that she was having with her device.  The customer was using an LG G5 that she is paying for with the device payment plan.  I sent her a brand...

new LG G5 device at no additional cost along with some accessories.  Per the remarks after the customer received the device, it shows that she continuously had issues with the equipment pertaining to her email and the equipment was not syncing her information properly.  There were multiple exchanges completed and the customer ended up receiving a Samsung Galaxy Note 5 through the alternate exchange program.    I spoke with the customer on 05/17/2017 and she explained to me that after she received the most recent exchange that she continuously had issues with the equipment.  Ms. [redacted] stated that she needs constant access to her phone because her husband is currently deployed and recently he has been sick.  Ms. [redacted] has ported her number out to a different carrier and is now requesting to have the final buyout waived for what was owed on the device.  The customer was paying for an LG G4 but no changes were made to that agreement when she was given a different device.  I asked the customer where was the most recent device that we sent her because I would be willing to waive the buyout if she would send the phone back.  She explained to me that she traded the device in to her new provider.  I explained to the customer that I would not be able to waive the remaining amount left on her buyout but I would cancel the line effective as of 05/17/2017 to ensure that the billing completely stops for the line ending in [redacted].  The buyout will appear on the next bill. I explained to the customer that line ending in [redacted] is still on a military suspend and will remain that way; she agreed to this.  Ms. [redacted] expressed her dissatisfaction with the information that I provided to her.  There were no additional changes made to the account and no credits due.

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

Ms. [redacted] has contacted the Executive Relations department because of misinformation that was provided to her when she called to inquire about upgrade promotions that she had seen. She states that the representative advised her that she would be able to upgrade to the new iPhone 7 phones...

and receive them for free due to a promotion available at the time. The phones where then ordered by Kala. Ms. [redacted] phones ending [redacted] and [redacted] where only half way paid off when the upgrade was offered. The iPhone promotion required that the device payment agreements to be paid in full for the free phone promotion to be valid. Because they where not paid in full, the upgrades where processed as an Early Upgrade that would not provide a value for the phones when required to trade in. This leaves Ms. [redacted] paying the full cost for the newly upgraded phones rather than receiving them for free. Ms. [redacted] has been unsuccessful in receiving the value for these phones. Ms. [redacted] has been offered a credit for $150.00 per phone due to the concern prior to Executive Relations contact. I have offered to reduce each phone to half the cost. I have advised that this should be viewed as they are paying the remaining value on the old device payment agreements as if the upgrades never occurred, but they get to keep the new phones rather than receiving the old phones back. I have advised this would be a credit of $325.00 per device totaling $650.00 in credit. Ms. [redacted] has stated that she would like to discuss the offer with her husband and she will let me know tomorrow. I have not received a response from Ms. [redacted] and I have not been able to reach her in my attempts to call her number; however I am able to keep this offer available until 5/08/2017.