Verizon Communications

Thank you for referring the complaint of *** *** to our office for review. We appreciate this matter being brought to our attention. According to our records, a Verizon representative made several attempts to contact *** *** by phone. We emailed a call office letter
which was responded to, however, the box that was responded to is not monitored*** *** did respond to the email sent by the Ecommerce Group.After review of provided chat ID, it does appear the customer was offered a free router. Ecommerce representative requested *** *** to send him the order number of the order he does online for the router and a subsequent order will be placed to adjust the cost. On 2/**/the Verizon representative left a message for *** *** and provided a direct contact number. We await to hear from *** ***. He may call our Ecommerce Department and ask for *** at *** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate this matter being brought to our attention A Verizon representative has left messages to speak with *** *** in regards to this inquiry. We did receive a return call but was unable to speak with her. We have reviewed the account per this request and below are our findings. *** ***’s account was disconnected on January **, and is no longer active. The emails she received were in regards to her closing and final billings. A Verizon technician was dispatched to her home on January **, and retrieved all of her equipment. The balance on the account is $which includes charges for services rendered for days of service and the early termination charge that was billed for terminated prior to the contract expiration. Please accept these actions as closure to this inquiry. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I do not agree with this respondThe Person who called me (***) was over-talking on me and she doesn't want me to talk, arguing with me on the phone on *** day after * **My service never was disconnected and I have made a payment This fee shouldn't be applied to my bill We do not resolve anything.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Customer *** * *** had Verizon service under acct# ***This account is showing as settled in full and was updated with the credit bureaus 4/**/to a settled paid collectionThe credit report can take up to days to updateVerizon has no outstanding balance owed for this
account

Investigation determined the service had been installed on1/*/The customer contacted us on 1/*/to report dissatisfaction with theinstallationA technician returned on 1/*/and resolved issuesWe contact customer on 1/**/upon receipt of thiscomplaint and customer confirmed services
working fine now and satisfiedWe apologize for problems encountered and thank customer forbringing this to our attentionTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

According to record, Verizon dispatched a technician on October **,who rearranged the inside wiring, which restored the dial tone. Upon receipt of the complaint, Verizon made several attempts to speak with the consumer to address any outstanding issues, to date, a returned call has not
been made. A Please Call letter was mailed to the consumer with hopes of discussing this matter. Verizon will gladly assist the consumer upon contact

***
*** Thank youfor referring the case of *** *** to our office for review. We appreciate you bringing this matter to ourattention Accordingto our records check number *** in the amount of was released on October**, and sent to the
customer’s address of record. We confirmedwith the customer on November **, that the check has been receivedWeapologize for any inconvenience this may have caused the customer. We trustthis information will assist you in closing out this case. Sincerely,Verizon SWExecutive Relations

We contacted the customer to apologize for the errorsWe ensured the proper adjustments were issued to both the March and April billsWe are gong to follow up with the customer once the May bill renders to review for accuracyWe also worked with the customer to resolve the issue with the email notificationsWe appreciate the customer bringing these concerns to our attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
The information provided by *** was only partially correct and didn't comply with my contract nor actions I requestedHe did call times and left messagesThe 1st call he did not leave a call back phone number and he only waited day after the 2nd call to send you a response the issue was closedI called the very next day and spoke with *** explaining my viewpoint of this matterHe has requested I fax him a copy of the original contract, which I have and he will reviewHe states there was a change in my service plan in February of last year, however, I didn't request a change nor authorize a changeThis matter is not settled and he has only relayed partial information to you.Thank you.The ***'s
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We spoke with daughter at ***-it was lengthy call and we believe the customer hung up on us. We explained nothing we can do about current bills right now-*** was denied because of no proofA new application is needed-and until approved, her mother will be billed the higher rateWe did review bill address was changed on 12/**/to *** ***Before that it was the service address and bills were not received. We did explain we will refer her concerns about winbacks. At this point the daugher has not re-applied for *** even though was told on 2/**/*** was denied -no proof because she was waiting for the official letterAgain, we will refer her concerns about the original order but the representative did follow company policy. Verizon stands by this position. Case closed

Tell us why here... Please be advised that *** *** strongly prefers tocorrespond via email versus by phone. *** *** understands that discussing and/ornegotiating Verizon services and products must be conducted over thetelephone. With regard to *** ***’s rebuttal issue, please notethat a Verizon billing representative advised that no further changes can bemade until *** ***’s current promotion expires in June 2015. Thecustomer’s current billing is the *** of every month. Consequently, the billing representative canreview *** ***’s account subsequent to releaseof the June **, billing statement. In fact, *** *** advised thebilling representative that he would reach out to me to revisit this issue atthat time. I had sent *** *** aresponse email that reflected my consent for him to do so. In response to *** ***’s rebuttal I sent the attachedemail response to him that essentially stated that no resolution would bereached at this time due to the Revdex.com’s policy of requiring aresponse within ten (10) days of the complaint date of May **, 2015. Given these circumstances the rebuttal wouldbe closed as incomplete. I subsequently assured *** *** that once hecontacts me via email, I would promptly open a "follow-up" in ourcomplaint system to document the progress of any available promotions once his currentpromotion expires. I further recommendedthat he contact me Tuesday, June **, (via email). Ialso suggested that he provide me with a preferable timeframe for therepresentative to contact him by telephone as I reminded him that anydiscussion or service changes/order issuance must be performed via thetelephone. I will be out of the office the week of May **, 2015. returning Monday, June *,

Verizon made several attempts to contact the consumer to address the complaint, without success. Several detailed messages were left via voicemail encouraging the consumer to make contact for assistance, to date, contact has not been made. The consumer is asked to call ###-###-####
for further assistance. Verizon will gladly assist the consumer upon contact. A Please Call Letter will be mailed to the consumer

After review of the account, it was determined that an adjustment for the cost of the router was warrantedAn adjustment of $which includes tax, was applied to *** ***'s account on 3/**/A refund check for that amount is being process, and *** *** should receive the refund
in approximately 15-days

***
*** Thankyou for referring this case of *** *** to our office for reviewWeappreciate you bringing this matter to our attention Verizondoes accept *** *** as a method of payment through Pay by phone orVerizon.comOn December **, 2014, our
payment processing center spoke with*** *** and made an attempt to process the payment through verizon.comwhile she was on the phoneAll required account information was provided by*** *** and immediately entered in the systemHowever, the payment wasdeclined for incorrect information (either card number, CVV code or expirationdate)Verizon advised *** *** to contact *** *** for furtherresearch as to why the payment was declined. Whenspeaking with *** ***, she was adamant about paying bill with her ***card and stated that she wrote her credit card number on her bill stub in hopesthat bill will get paid, even after several conversations advising thecredit card doesn't workVerizon representative also explained to *** ***that it was not safe to physically write down her credit number along withexpiration date on bill stub BecauseVerizon is unable process her payment, *** *** was advised that she maywant to have *** to reissue another card. All Verizon processes and procedures were followedTherefore we trust thisinformation will assist in closing this complaint *** **Verizon** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
Everything stated by ** *** was correct except for the fact that Verizon just pointed the error to my financial institution and even if I had provided proof that the bank submitted my payments as they always have for years..."Verizon Communications" couldn't help me any furtherHe did advise me to call Verizon wireless which I didThey're rep not only advised me on the steps needed, he even called Verizon Comminications himself with me on the line to set up the transfers with a rep who seemed cluelessCurrently awaiting payment transfers to see if Verizon Communications will absorbed the late fees (as stated by ** ***).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for referring the complaint of *** ** *** to our office for reviewWe appreciate this matter being brought to our attention*** *** expressed concern about the $monthly charge for the “Regional Sports Network Fee.” According to our records, a Verizon
representative spoke with *** *** on 1/*/2015. *** *** advised she just returned from a funeral and was not up to speaking at that time. The representative gave condolences and arranged another call. Due to the complaint asking for a Verizon TV Lineup where the Regional Sports Network Fee would not be assessed, the representative sent the Select HD TV channel lineup, which is $less, to *** ***’s email address*** *** called back to the representative to advise that the Select HD channel lineup would not meet her needs as it is missing certain important channels like *** *** that she watches so she would leave her TV package the same. *** *** says she understands Verizon’s position on the Regional Sports Network FeeWe trust this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
Verizon stopped communicating through Revdex.com and starting sending me personal emails-they also called me several times during a time period I told them I was unavailable and specifically asked them not to contact me while I am at work(more reasons why they are a corrupt business) I informed them I will get them a copy of my phone bill to show my calls since their system is faulty. I am also requesting a copy of their database data where they are querying their information of phone callsMy sister is a qualified/certified/has a BS in CS-computer programmer who is capable of debugging their faulty system, since they are not capable of doing so
Thank you*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I received the bait and switch from verizon. I *** my problem and found I am not the only one that has had this issue. Verizon mailed me a promo and then changed it when I called. If you can pull the phone records you will be able to tell they never said I will not receive the $ gift card. Corporate is trying to take services away from me to give me the gift card. That was NOT what I agreed to. I have HBO and Showtime only. Now they are offering HBO, Showtime and other channels plus $gift card right now. So I dont understand how they cheated me out of my gift card? Not very good business practices

Verizon position remains unchanged. Verizon issues credit for reported service outages of more than consecutive hours, Verizon does not compensate for time and inconvenienceWhile Verizon apologizes for any inconvenience no additional credit is warranted at this time. Customers can always report trouble or file a complaint. There have been no new reports of trouble.*** ***
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