Dunes Golf and Beach Club

Thank you for contacting Verizon Wireless (VZW)This letter is in response to the above referencedcomplaint for Nicole [redacted] In her complaint, Nicole [redacted] disputes the Reconnect Fees assessed onher Sublevel account She states that payment arrangements were only made on her sub level accountPlease accept this letter as confirmation of VZW's response to her concerns.Account review indicates Ms [redacted] was billed Reconnect Fees that were credited on her Level 00001account; however, the Reconnect Fees were not credited on her Level account.Upon receipt of this complaint, I acknowledged Ms [redacted] ’s concerns and advised her of the self serveoptions available to make payment arrangements online and via her Verizon Mobile App as wellSheconfirmed that she was able to access her Verizon Mobile App on her Level as wellIn the interest ofresolution, I issued $credit toward the Reconnect Fees on her Level accountShe wassatisfied.Should you have any questions regarding this correspondence, I can be reached at [redacted] My officehours are 10:AM - 7:PM PST, Monday - FridayThank you.Sincerely,Sherene F.Executive Relations Analyst

June 08, [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 *** *** and received by Verizon Wireless on May 31, Mr*** states in his rebuttal that a promised refund has still not been received by the parents of *** [redacted] for an overpayment to Verizon Wireless Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate that Verizon Wireless attempted to return an overpayment of $by sending the funds back to the original bank accountIt was believed the bank had the funds until they confirmed for Mr*** that they did notMr*** provided documentation from the bank for Verizon Wireless’s Treasury team to further investigateIt was confirmed on June that although submitted, the funds did not get successfully refunded to the bankVerizon Wireless has agreed to mail a refund check to the parents of *** *** as they’ve requestedThe expectation was set for delivery within approximately business daysFed ex delivery was offered but the customer declinedMr*** expressed satisfaction to Executive Relations supervisor Lashelle Lregarding this resolution Verizon Wireless appreciates the opportunity to respond to our customer's concerns Sincerely, Kimberlee VExecutive Relations

Complaint: [redacted] I am rejecting this response because:we have been told over and over since November that the account had a zero balanceI would like some kind of proof that the account is actually at a zero balance now instead of waiting until another bill comes outA statement or some kind of balance should be able to be givenThanks Regards, [redacted]

Executive Relations offered an assurance of help and expressed that the experience described is certainly not characteristic of the service we aim to provideAfter speaking with Mr [redacted] the problems with his dropped called appears device related as his wife has the same device with no problemsExecutive Relations shipped Mr[redacted] a warranty replacement to the address on the accountDue to the multiple issues that Mr [redacted] shared Executive Relations will continue to work with Mr [redacted] regarding the Switch Promotion until we have come to a 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:am and 5:pm est

We received Revdex.com correspondence from MsKelly S [redacted] MsS [redacted] advised that she was mislead about the functions of the HUM device and wanted to return the device without a restocking feeThe Executive Office contacted MsS [redacted] on July 22, regarding her complaint To resolve her concerns, we issued a credit for the activation fee and restocking fee prior to the device return to allow her to return the equipment without penaltyMsS [redacted] was satisfied with this resolution and had no additional questions or concerns regarding her accountShould the Revdex.com or Kelly S [redacted] have any additional questions or concerns; please contact me at ###-###-#### during my business hours of 8:A.mto 5:P.M(EST), Monday through Friday For other account related issues, please contact Customer Service at ###-###-####

[redacted] [redacted] June 01, [redacted] Revdex.com of New Jersey Whitehorse - Hamilton SqRdSte D Trenton, NJ 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 date of complaint Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate the debt was not included in Ms [redacted] bankruptcyMs [redacted] is encouraged to contact our bankruptcy department at [redacted] Monday – Friday 7:AM – 5:PM CT to have this matter resolved Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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 8:AM – 5:PM ET Sincerely, Dennis PExecutive Relations

I spoke with Ms [redacted] on April 28, 2017, to review the letter she had received in the mailA review of the account shows she has a credit balance of $and does not owe in that amountNo payment is required of Ms [redacted] and the credit balance will be refunded 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

This office spoke with Mr [redacted] regarding his concernMy findings are that the Mr [redacted] had called in to Verizon Technical Support at 5:pm, PT, on April 26, He reported on that phone call that his phone had been dropped and the screen had been crackedHe visited our retail store approximately one hour after the callThe Manager who greeted him at the door observed that the phone was damagedI find nothing to support Mr [redacted] claim the phone was damaged by Verizon WirelessMr [redacted] states that he disagrees with my findingsIn an effort to resolve his concern, I have offered to apply a credit in the amount of $to compensate him for 50% of the insurance deductibleMr [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:AM -4:PM ET Sincerely, Tom EExecutive Relations

May 10, [redacted] Revdex.com of New JerseyWhitehorse - Hamilton SqRdSte D5Trenton, 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 05/07/Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate the account continued billing because of a tablet that was not cancelled when Ms [redacted] ported her numbers to a different provided There was no usage on the account since December 2016; therefore, I applied a credit to the account for $to zero out the balance The number associated with the tablet is scheduled to auto disconnect on 05/25/and no further action is required on Ms [redacted] behalf Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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:AM - 7:PM EST TSincerely, James R.Executive Relations CC: [redacted] *** [redacted] *** [redacted] ***

Mr*** states he was advised his data usage would not be slowed if he exceeded Gigabytes (GB) of usage in any given month for his cell phone, but that the usage would be prioritized He was advised that for his jetpack line of service the usage would be prioritized after GB He would like his data speeds to not be reduced or to cancel his lines of service without penalty Our records indicate Mr*** is an account manager on the account of [redacted] Mr [redacted] established service with Verizon on February 14, The account reflects Mr*** using two lines of service: a cell phone and a jetpack In response to a Federal Communications Commission (FCC) complaint and Revdex.com (Revdex.com) complaint previously received, Mr [redacted] was contacted by our offices on April 20, Our network team researched his complaint and found his service is working as intended The customer’s data speed can be impacted by how many devices are connected and how many programs are running at one time, in addition to signal and tower traffic For his jetpack, after GB of usage, he will see reduced speeds The account is averaging GB of data usage per month Since the account is under [redacted] , he would need to cancel the account, if Mr*** does not wish to maintain service with Verizon based on the results of our research The account would not incur any Early Termination Fees, however, there are five active device payment agreements on the account that would bill in full We consider this matter resolved

May 19, [redacted] Revdex.com of New JerseyWhitehorse - Hamilton SqRdSte D5Trenton, NJ 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/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 billShe is requesting to remove any derogatory credit remarksShe further explained she just received the final bill weeks agoVerizon 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 officeThe 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 datesShe further claimed she did not receive the itemized bill until after the account was written off on 04/08/Ms [redacted] was not satisfied with the resolution.Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf [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:am - 6:pm PST.Sincerely,Nicole M.Executive Relations

June 07, [redacted] Revdex.com of New JerseyWhitehorse - Hamilton SqRdSte D5Trenton, 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 5/31/ *** [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/at a Best Buy retail store location to two new Samsung Galaxy Ssmartphones Our records showed that he previously purchased two iPhone 6S smartphones on 6/16/on a 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 paidIn 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 equipmentThe account reflected that he was billed $for the remaining balance owed on each smartphoneThe 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 $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 concernsIf *** [redacted] has any further questions or concerns, he may contact me directly at [redacted] Extension [redacted] Monday through Friday between the hours of 9:a.m- 5:p.mSincerely, De'Marcus W.Executive Relations CC: [redacted] [redacted] *** [redacted] ***

have followed up with Jason from Verizon regarding our agreement with a email on June Thanks 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]

This is in response to the above-referenced complaint filed by [redacted] *** and received by Verizon Wireless on April 30, Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicate reflects that the customer has two lines of service and subscribes to the New Verizon 24GB planThe monthly charges including his DPA (device payment agreement) is $If he went to the unlimited data plan, his invoice would decrease by $Several attempts were made to contact Mr*** but were all unsuccessful Verizon Wireless appreciates the opportunity to respond to our customer's concernsIf *** *** has any further questions or concerns, he may contact me directly at ###-###-#### Extension [redacted] Monday through Friday between the hours of 7:00-4:00pm EST Sincerely, Latoya BAnalyst-Executive Relations

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] [redacted] In his complaint, Mr [redacted] stated that he was informed that monthly price would be different and when he attempted to disconnect the line we refused to do and charged him an early termination fee Upon receipt of this complaint, Verizon Wireless made multiple unsuccessful attempts to reach Mr [redacted] at ###-###-#### and [redacted] com between May 23, and May 26, to discuss his concerns Verizon Wireless regrets any inconvenience the above matter may have caused Mr***, and appreciates the opportunity given to resolve these account concernsShould Mr*** 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, [redacted] ***

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 months of purchaseIf 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*** 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 concernsSincerely,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]

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] [redacted] In her complaint, Ms [redacted] stated that she was charged for a device that was never delivered to her by UPS from Verizon Wireless Upon receipt of this complaint a review was completedMs [redacted] placed an order for a new device on 2/17/with Verizon WirelessThe device left Verizon Wireless warehouse on 2/17/but was not delivered to the customer by UPS because the device was damagedThe tracking number for UPS is: [redacted] and the tracking number was updated on 2/20/that the device was damaged and would not be deliveredMs [redacted] contacted Verizon Wireless customer service on 2/21/to notify us that the device was damaged and that UPS was not going to deliver itA three way phone conversation was held with the customer, Verizon Wireless and UPS because UPS now can not find the equipment to return to Verizon WirelessMs [redacted] was shipped a new phone to replace the damaged device that UPS was not going to deliver on 2/17/Ms [redacted] was charged $for the device that was not delivered by UPS in errorVerizon Wireless is awaiting UPS to locate the damaged device that they have lost and we will not hold Ms [redacted] responsible for thisIn an effort to resolve the issue, a credit in the amount of $has been applied to Ms [redacted] account to take care of the charge that is appearing on her invoice for the damaged and now lost device that UPS never deliveredVerizon Wireless regrets any inconvenience the above matter may have caused Ms [redacted] , and appreciates the opportunity given to resolve these account concerns Should Ms [redacted] have any questions, please call me directly at ###-###-#### between 9:00am and 5:30pm EST, Monday through FridaySincerely, Acacia WExecutive Relations

This is in response to the above-referenced complaint filed by *** [redacted] and received by Verizon Wireless on March 13th, 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 speedsVerizon 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 GB of data, their data may be prioritized behind other customers’ traffic during times of network congestionWe recommend that *** changes to the New Verizon 30GB or 40GB plan to cover usage needsVerizon Wireless appreciates the opportunity to respond to our customer's concerns