Verizon Communications

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  The credit issued does not compensate for SERVICE NOT provided .  Still large basis and no service at all.  They tell me that will provide 5Mbps but then say line will not sorry EXTRA DAYS SPEED.  WILL NOT KNOW ANYTHING UNTIL THE END OF THE FIRST WEEK OF DECEMBER BECAUSE THAT'S WHAT THEY ARE REQUESTING..  VERIZON HAS BEEN GIVEN EVERY OPPORTUNITY BUT IF WHAT THEY PROVIDE WILL NOT SUPPORT DATA LOAD AND LOSS PRICE ADJUSTMENTS MUST BE MADE TO COMPENSATE FOR SIGNAL LOSS AND SENIORS NOT OR INACCURATELY PROVIDED.  THAT'S WHY I HAVE REQUEST AN OTHERS LIST OF DEVICES , SERVICES , COST FOR A AVERAGE MONTHLY DIERYV + VERIZON BUNDLE, SPECIFYING THE SPEED THEY WILL PROVIDE FOR INTERNET, WI-FI ON DEMANDING VIEWING AND STEAMING.I NEED THIS INFORMATION TO MAKE A FINAL DECISION.  THEY ARE NOT TELLING YOU EVERYTHING JUST LIKE THEY DIDN'T TELL ME  EMAILS FORWARDING AND ANSWERED. YOUR HELP I'D GREATLY APPRECIATED AND NEEDED DO THIS WILL NOT HAPPEN TO ANOTHER UNSUSPECTING AND UNIFORMED CONSUMER.HAPPY THANKSGIVING DAY!!!!!  :-)
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On January**, 2015, Verizon Billing Appeals representative spoke with [redacted], reviewed the billing and confirmed that the customer was billed $784.05 for Unreturned Equipment Charges for equipment that she returned. The representative issued $784.05 credit for the returned equipment leaving a...

balance due of $105.51 for services from January**, 2014 - February*, 2014. The customer was sent copies of the bills for her records as well as an email confirming the resolution and providing contact information. [redacted] advised that she contacted Verizon several times and provided confirmation of the return of the equipment and it was never handled properly and requested that the credit action be deleted. On January**, 2015, Verizon Financial Services Appeals Representative called and spoke with [redacted] and verified the records indicate the customer had issues and within first month of the account. [redacted] was upset with the service and issues , and ported the service within couple of weeks of establishing the Verizon account. The representative submitted a request for the $105.51 balance due on the account to be adjusted.   The account has been removed from credit reporting but this can take up to 30 days for credit reporting agencies to reflect updated information.  A deletion letter was sent to the customer.[redacted]

Verizon has escalated this case and referred for review and determination of the removal of the restriction permanently and the disassociation of the Final Verizon Wireless account from [redacted]'s profile.  Details have been provided of the different Social Security numbers and hopefully...

that should be enough for their research and disassociation.  Because this investigation involves multiple systems and at times checking with external credit bureaus, a response is not expected before 2/**/15 at the earliest.  Verizon will follow up for the results and advise [redacted] as soon as they are received.  Verizon can have the restriction lifted temporarily for 24 hours if [redacted] needs to make changes before the investigation is completed.  An email was sent to [redacted] after being unsuccessful in reaching him by telephone. [redacted]

A Verizon customer service representative discussed the issue with [redacted] and confirmed that Verizon does not sell its set top box (STB) per the Terms of Service (TOS). The representative explained to [redacted] that if he received any programs other than local TV, a set top box is required...

and thus a rental fee.  The representative placed an order on 12/**/14 to disconnect the video service per the customer’s request. The representative also issued a cancellation of the equipment retrieval order, so that the account is not billed for unreturned equipment.  [redacted] was advised that his service was installed on 10/**/14 (with a 2 year contract) and the account will be billed an early termination fee if he cancels now.  We apologize for any inconvenience this matter may have caused.

Prior to receipt of this rebuttal complaint, Verizon mailedthe customer a closing letter confirming the credit adjustment in the amount of$79.93 and also confirming contact with the outside collection agency forwithdrawal from collection activity.

I called and set up an appointment for someone to come look at some electrical issues and write an estimate. The man who came took 2.5 hours and gave an outrageous estimate and then charged $49.95 which I was not made aware of beforehand. I called the company to ask why they don't bother to let people know of this charge when making the appointment and the girl I had spoken with originally lied to the manager and stated that she told me. However if she had I would have made sure the person who was at my house to let them in would have had some way to pay them. I still had to pay because there was no proof either way. I will NEVER use this company for anything at all.

According to record, the consumer received credit of $73.52 for the disputed balance of $68.46.  The credit reflects on the November **, 2014 as two separate credits ($16.91 and $56.51).  Verizon informed the consumer of this information.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention.  According to our records, a Verizon representative spoke with [redacted] on January **, 2015.  She expressed concern about not being able...

tomeet her commitment requirement of repairing her service within 24 to 48 hours.  [redacted] disconnected her account and we offered to contact her back after further review of her account.  We have been unable to contact [redacted] again to provide details.  We will also ensure that any charges billed for monthly service after January *, 2014 are cared for as this was the date she requested to disconnect.  [redacted] is responsible for returning all equipment to prevent further charges and the early termination charge that will be billed for disconnecting service prior to the commitment date.We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

Our records show a payment was processed on November **, 2014 to the final account. It was verified that the final account shows a zero balance and a Paid In Full letter was emailed to the customer. Credits were issued to the existing account which has a credit balance to be applied to the next...

month's bill statement. I spoke with the customer on December *, 2014 apologizing for the inconvenience and confusion. There was an email sent to the customer advising the customer to contact their card issuer for additional information regarding the credit card payment. The customer has our contact information.

On April **, 2014 the customer spoke with a representative and rebundled the services. On May **, the customer disconnected the services. Payments were received in April & May; however there was a balance. The customer's account was credited for the pro-rated charges and there was a...

remaining balance. It was confirmed that the customer returned the equipment and the account was credited for the Unreturned Equipment Charges on August **, 2014. The customer did not qualify for the $300.00 Gift card as he was an existing customer. The account was recalled from the Outside Collection Agency . We spoke with the customer on March **, 2015 regarding the balance which the customer stated they will pay accordingly.

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:

[Your Answer Here]A Verizon Sales representative came over my house and he specifickly told me there was no charge or contract to redeem the tablet, I could just claim the $150 tablet. With that said I didn't even pay attention to the email because I was told this in person.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good morning, Claimant called on 1/** and spoke with a  representative who explained that he was not to receive [redacted] or [redacted] for free as when the order was placed there were 3 options. [redacted] free for 24 months, [redacted] free for 24 months or more money off the bill. Claimant chose to...

have more money off the bill. The representative he spoke with on the [redacted] did add [redacted] free for 12 months and added an additional discount to offset the upgrade in package the claimant also made during this conversation. Attached is a copy of the confirmation that was sent to the claimant. No additional adjustments will be made on the account.

We are unable to locate any account for [redacted] with Verizon using the information provided. ?

Please be advised Verizon has made multiple attempts to reach [redacted] at ###-###-####, but have only been able to leave messages.  We need to speak with her in order to issue the service order and then coordinate with the neighbor to gain access to the pole to be able to provide her...

services.  I have sent her a letter asking she call me for assistance.  We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

Attempts to contact the customer to discuss the complaint have not been successful.  However, there is a pending order in the system to move the customer’s service from one location to another with a due date of January**, 2015.

Verizon contacted the customer and noted that he hadreturned the DSL router within the 30 day window but he had never receivedcredit for it. Verizon issued credit of $49.47 for the DSL equipment and a latepayment fee and took the customer’s payment over the phone for the remaining balanceof $28.60....

The account has been withdrawn from collection, and the creditreport deletion has been requested. It will take up to 30 days for the creditreporting agencies to update their records.

Per Verizon records, there was a video on demand purchase on the Sept 2014 bill. It was for Season 1 bundle of the show [redacted] purchased at [redacted] for $34.99. A Email was sent on 9/**/14 showing the purchase. The 1st time the [redacted] inquired about the charge was on 11/*/14-chat...

[redacted] with the Ecenter Service. At that time a representative did explain the purchase; and was denied credit. It was referred to a manager . Charges were sustained due to [redacted] received previous adjustment for an accidental video on demand.  The amount of the last adjustment was $6.29. That credit appeared on the [redacted]'s Dec 2013 bill. It was for the rental of [redacted].

Presidential Escalation, a Verizon business representative spoke with [redacted] at her can be reached number ###-###-####, to credit the early termination fee appearing on the 10/**/14 bill.  The representative advised [redacted] of credit for early...

termination fee of $325.78 which leaves a balance of $36.73. she was greatful to resolve this once and for all.

Our attempts to reach [redacted] to discuss this complaint have been unsuccessful. Verizon records show that the amount currently owed on the account is due to Verizon receiving partial payments for the October, November, and December 2014 bills. We will be happy to review the billing and payments...

received with [redacted] once we are able to speak with her.

A refund check was issued on 03/**/15 but our records show that the check was returned. A representative contacted the customer to confirm her address and the customer requested that we send her check to her place of employment.  We have escalated this refund and requested to overnight the...

customer’s refund check via [redacted]. The representative will follow up with the customer to confirm that she has received her refund.