Dunes Golf and Beach Club

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.

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.

Upon review of the account, the phone numbers ending in [redacted] and [redacted] were converted to Prepaid service on December 12, 2016. However, the third line, an iPad Mini, was not disconnected. I could find no remarks on the account requesting to disconnect the line of service. Ms....

[redacted] was billed for service for the tablet, resulting in her automatic payments paying the balance every month. I spoke with Ms. [redacted] regarding her concern and the above information. I advised her she was charged for service based on the MORE Everything 8GB plan, and her auto pay was paying off her bill every month. I advised her that because she converted her phone number, ###-###-####, to prepaid, calls from her device to Verizon would route to Prepaid Customer Service and they could not access the postpaid account. Ms. [redacted] advised that they would transfer her to postpaid Customer Service and they were not able to access her account using her phone number. I advised her because it was on active prepaid service. I advised her that they would have needed the tablet's phone number or the account number. I disconnected the tablet and cancelled her automatic payment enrollment. In an effort to provide a satisfactory resolution, I offered to waive the last two months of billing, and a refund check will be mailed to her in one to two billing cycles. Ms. [redacted] accepted the offer and had no additional concerns. Verizon Wireless appreciates the opportunity to respond to our customer's concerns. If [redacted] [redacted] has any further questions or concerns, she may contact me directly at ###-###-#### Monday through Friday between the hours of 10am and 7pm PDT. Sincerely, Jason R.Executive Relations

May 16, 2017 *
[redacted] Revdex.com 1700 Whitehorse Hamilton Sq. Rd. Trenton, NJ 08690   RE:      Complainant: [redacted]             Case Number: [redacted]...

              Dear Ms. [redacted],   This letter is in response to the recent correspondence filed by [redacted] [redacted] regarding the afore-mentioned case number.   Ms. [redacted] expressed frustration concerning the inability to transfer a line from her account.   Ms. [redacted] filed a complaint and stated she made arrangements to have her daughter’s line transferred off her account into her own name.  Ms. [redacted] said the line was to be transferred off her account in January.  However, a sub level account was created.  Ms. [redacted] said on May 10th she called to have the line transferred off the sub level 1 and was told all was done and nothing was required to be paid.  Ms. [redacted] said the transfer was to be completed she found that because there was a past due balance on account level 2 the line could not be transferred.  Upon review of the account Executive Relations confirmed that the original transfer date was in January 2017.  Ms. [redacted] has been a valued customer since 2005.  As a gesture of good will, Executive Relations offered to issue a credit adjustment of $232.51 for the past due balance and $100.00 for her inconvenience.  Ms. [redacted] accepted the offers and expressed satisfaction.  Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]’ concerns. Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused.