Verizon Communications

I disagree with the response by Verizon. On my conversation with [redacted] when she called me on 2/**/15 I told her I never read any email sent to me by [redacted] with the offer he made to me on 12/**/14. As I mention on my first complaint [redacted] offered me the following. HD select Package , All premium Movie Channels, a four hundred dollar credit card, and a free Tablet with my order and he also said I was not going to be charged and installation fee which I forgot to mention on my first complaint, I am addressing it now because in the conversation with [redacted] she inform me  [redacted] had no authorization not to charge an installation fee's for orders placed.. By the looks of my situation [redacted] did not have authorization to make many offers in which he did . I mention several times to [redacted] of my unemployment Status, I was trying to reduce my monthly bills not increase them  "common sense" I would have never agree to any agreement in which I would have to pay so much more money.. On 2/*/15 I had no choice but to cancel my Fios service which I was told by customer service my cancellation would be noted on 2/**/15 I could not understand why. This whole unfortunate situation has caused me much stress on top of the stress I am already dealing with being unemployed, therefore I should not be held responsible for any chargers due to the False information giving to me at the time of this transaction..

This is in response to the complaint by the customer concerning the status of a refund in the amount of $197.07 that was due to the customer.  On December *, 2014, I left a message for the customer advising that the issuance of the refund has been expedited and a refund check in the amount of...

$197.07 should be received within 7-10 business days.

I was recommend to this company from [redacted] home warranty. The first time I contact Advanced was to be told due to time year they could see me until the following week. I was not thrilled since it was 85 degree outside and my air-conditioner was not working. Finally, the day of the appointment arrived I was told that they would be at my house at 1pm. I call to double check at 12:40 that day to double check. No, they said it will be 1pm -6pm. Three hours later they call me saying nobody would showing up since their technician called out sick. After that they final came to my house the next day and claimed it was my compressor. That when the bomb was dropped and was told that don't stock that and the HSA will have to approved and ship said part. Fine, I said how long should take where I was told a week to get the part. So it been a week the [redacted] warranty says they shipped the part. It now been three mind you in middle of June in North Carolina without air conditioning and not one word from this company. Though I was promised they call today.

The customer has been advised that his account has been corrected and he has a zero balance.

According to our records the customer was advised back in may 2014 of sept restoral. Each call, they were advising of something different.  A representative issued adjustments in the past.  We have issued a credit for vacation sus fee billed on jan bill as per note on...

1-** that they didnt want the account on vacation sus.  22.18 was issued 3-**-15.  We were not provided a working tn to contact customer.

We found the returned boxes and we will be crediting the amount of $1530.62...please allow 1-2 bill cycles for the credit to post...Balance due will be $547.21.  case closed.

This was closed and completed on 12/**/14.  The sheath was repaired.  The customer's internet service is working correctly now.  Case closed.

[redacted] Thank you for referring the complaint of [redacted] to our office for review.  Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted]initiated a service order through Verizon.com to renew their bundle at...

$79.99.Unfortunately, due to a system issue the order did not provision. A Verizonrepresentative attempted to resubmit the online order, however could notduplicate the online offer rate.  As a resolution to the complaint, $10 discount for24 months has been added to the account. The triple play bundle is now bills at$79.99 before taxes/surcharges and additional services. A one-time $25 courtesycredit was also issued as an appreciation for continued service.  This information has been provided to [redacted] and he is satisfied with the resolution.  Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint.  Sincerely, [redacted]  [redacted]###-###-#### EXT

A review of [redacted]'s account confirms her bill matchesthe email confirmation she received.  TheTriple Play is $99.99 and with boxes, taxes and surcharges a regular bill willbe approx. $128.00 but this is the first bill it contains prorated charges aswell as activation fee(s) which brought...

the bill to $164.00.  On January *, 2015, our billingrepresentative spoke with [redacted] and apologized for the rude treatmentshe expressed receiving during her December **, 2014 contact and explained ourbill and the various Set Top Box options available. In addition, ourrepresentative explained that the DVR service does not come standard with ourTelevision.  Our representative quotedpricing for a single DVR and as she was not sure if she wanted to change, shehas our representative’s number in the event she wishes to make a change in thefuture.  [redacted] was satisfied andthere are no further issues at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:we are u satisfied because they have not been wiling to budge. We already knew that but thought the better bb would intervene and help us did we misunderstand the process(we had ready tried to resolcw the issue with verizon)
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our dispatch team has confirmed that the services for this customer has been restored.  Our records show that the customer was issued a credit of $125.00 for the out of service they experienced over the last 8 months.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have acted in good faith as well as been patient andunderstanding, giving Verizon the benefit of the doubt and months to explainwhy they think I owe them anything at all, when the account was paid and  closed in November 2012. I have talked tonumerous Verizon representatives in Financial Services who have told me theycan see my account and agree that I do not owe Verizon anything. The same representativeshave told me they can see the itemized bills from 2012. I am trying to makesense of the Verizon responder to this Revdex.com case with theresponse of “Verizon has no access to the disputed files asthey are sold”, and all the representatives I have spoken to atVerizon who indicate that they can see the past bills in the Verizon system andthat there is an issue. I am amazed of how the two entities differ in theirresponses. I am requesting the last 10 itemized bills from Verizon so that Ican see where the $1147 of charges are coming from. I have spoken to [redacted] and the only bill they appear to have is a bill fromDecember 2012 that indicates a balance forward and is not itemized to indicatewhat the charges were for. Please do not respond that the bill was sold to a thirdparty, and that Verizon has no access to the files, because I called this last weekon Monday and a representative from Verizon Financial Services confirmed thathe could see the itemized bills from November and October 2012. Please providethe last 10 itemized bills from Verizon to my account. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I am in the process of investigating the complaint received for [redacted] which is due on 1/**/2015.  In order to complete my investigation and ensure the issue is resolved, I would like an extension until 1/**/2015 to allow further investigation by our complaint resolution...

investigation teams. If I do not hear from you, I will assume this new date is acceptable.   Thank you, [redacted]

[redacted]   Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention.   On February**, 2015 Verizon spoke with [redacted] acknowledging her concerns. After further review it was determined refunds were...

issued on February *, 2015. However they appeared to be stuck for some reason. Verizon resubmitted the refunds on February**, 2015; which will take 3-5 business days.     February**, 2015 Verizon are showing refunds have been deposited back to [redacted] account successfully. February**, 2015 Verizon left a detailed message for [redacted] advising we are showing refunds has been deposited back to her account.   Verizon are not responsible for late fees with her apartment complexes, and gas for vehicle.   We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case.   Respectfully,   [redacted]

Please be advised Verizon records show the promotion in September 2014 was not for either a gift card or the voucher for the tablet, but instead for a monthly discount of $22 for 24 months on the Quantum TV or the gift card.  The order was placed with the monthly discount and not the gift...

card.  The voucher for the tablet was available with either choice.  I made multiple attempts to reach [redacted] with no avail.  I have sent the attached letter of my findings.  We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

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 and the matter has been resolved.Sincerely, [redacted]

After working with [redacted] we were finally able toget her email working properly. She now wants her children to view Fios content ontablets. We are working with her to ensure that this is able to beaccomplished. She has my contact information and I will follow-up to ensurethat the service is working to her satisfaction.

11/**/14 I spoke with [redacted] and acknowledged the complaint.  Verizon investigation determined the customer returned 2 STB's at the end of August but they were not removed from her account until the end of October. Verizon issued the customer a $25.53 credit for the boxes that were billed on...

the September and Octobers bills on 11/**/14. The representative called the customer leaving a message advising of the $25.53 credit issued.  On 11/**/14 I called [redacted] on ###-###-#### verified she received the message re the credit which she said she did and she also received an email.  I apologized for the inconvenience and advised her to call me should she have any future problems.[redacted]###-###-####

Verizon contacted the customer and advised that a credit of$79.93 had been issued to correct a billing error. The account was withdrawnfrom collection.

A representative spoke to the customer on February *, 2015.  Based on a discussion with the customer regarding the customer’s experience with service issues, and a review of the account by the representative’s supervisor, a decision was made to waive the early termination fee that would have...

been assessed as a result of the customer canceling services before fulfilling her two-year agreement.  The customer was satisfied.