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...

resolved because:

The desired Settlement  was to cancel the FIOS Triple Play order and revert my services to the Phone and Internet services that I had---that means no 2 year contract. Apparently, they reverted the service, but they did not make any attempt to contact me or put in writing what was done or the terms of the service.  In fact, I had no idea that they reverted the service back because I continued to get harassing phone calls asking me to pick up the equipment.  It is not notated in my account anywhere as to the final resolution.  So I could very well still be on a 2 year contract and not know it.  Secondly, I want an investigation of what happened that someone signed a two year contract in my name. I am very concerned about this breach of my account and that there is no signature on file regarding the changes of services.  Finally, a technician never came to check the phone lines as to why I get interference and static on the lines since they converted me to digital.  So, no, I don't consider this to be resolved. Very sorry to say.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Verizon's quick and easy payment should be renamed. It took me over one hour to pay my bill as it told me three times that each new password wasn't the one they had on file, locked me out of my account etc. And then when I finally got on to pay my bill, somehow they no longer had my information on record. Give me a good old paper bill and a real human being.

Review: I have been overcharged for services. This started when I lived at my former address [redacted]. I transferred services to my new address[redacted]. I had major problems with the installation, they overbilled me for equipment and a plan that I never signed up for. I kept calling to correct it. I even sent a letter to their corporate office and still nothing has been resolved. Please assist me in resolving this ongoing problem and theft of overpayment.Desired Settlement: Refund of all overpayments. Correct the proper billing amount with courtesty compensation.

Business

Response:

Several attempts have been made to reach the customerwithout success and a call me letter was mailed. We need to speak with thecustomer in order to discuss and issue orders customer may want issued.

Review: I ordered FIOS service from the number: [redacted] on 8/**/15 at about 7 pm. Cory assisted me. I had an ad that showed $79.99/a month with a [redacted] gift card and Bonus 12 mo movie channel pack free with a 2 year agreement. I asked the agent if there was any installation charges and he said there was none. He just said it was $109.99/month which included tax. He said I would get the 12 month movie pack for free. I also told him I would be temporarily living here and he said there would be no charge for the installation when I move in a few months to set up at my new home. He never told me that there was any additional charges.He also told me I could take the contract with me.

As it turns out, I was lied to. There is an activation fee of $69.99 and I did not get the 12 month free movie pack. The activation fee should have been disclosed to me and at no time during the call did he tell me about this fee.

I called and finally got a supervisor, Siobhan and she agreed to give me the 12 mo entertainment pack free and waive the activation fee. Siobhan said I can't take the contract with me in order to earn the gift card for $400. She also told me I would have to pay $69.99 when I move. She sent me and email to explain. When I called back on 8/** at 9:45 pm, the supervisor Jesse refused to honor this. I told him about the email from Siobhan. He said the Movie pack was only 50% off and he wouldn't do anything about the activation fee.Desired Settlement: waive the activation fee of $69.99 and get movie pack for 12 months free

Business

Response:

Verizon made contact with the customer who informed the service has been cancelled due to issues experienced during installation process. The representative provided the customer with direct contact information for follow-up to address any billing issues upon receipt of the final billed statement. The customer thanked the representative for the contact and released the call.

Review: I did not pay my Verizon bill for 2 months, Verizon disconnected my service. I switched to a different provider and called Verizon to close my account. I paid the cancellation fees they demanded and moved on with my life. Some time later I received a bill for $24.49 for a "service restoral fee". I did not ask for my service to be restored, and when I called and gave my information, the Verizon costumer service agent couldn't even find an account, it had been closed. The agent then asked I send a copy of the bill to him and he will handle the issue, it has been several days and he has not responded.Desired Settlement: I would like this bill to be erased and not hear about it again.

Business

Response:

In accordance with our investigation, it was confirmed that the customer was billed a $29.99 restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored. We issued a credit adjustment of $29.99. The final bill was rendered in the amount of $24.49. With the credit, it now has credit balance of $5.50 which will be refunded in approximately thirty days. Verizon apologizes for any inconvenience the customer experienced as a result of this matter.

Review: I paid my bill online. I used my credit card. My bill was 521. And I paid 583.50. My payment cleared in my bank nut verizon shut me off anyway. When I called they told me they wanted cash only. They told me that they would reject my payment and that it would take 7 days to receive back into my account. They said I wouldn't get my service back until I paid my bill in cash.

They said it didn't matter that the payment went through on my credit card.

I this is discrimination and plain disrespectful. They took my credit card payment, they havent refunded it, amd instead they tell me to pay another 521 in cash at hehe nearest verizon payment center.Desired Settlement: I want my service back on with an apology for the ignorant way I was treated and talked to.

I hate verizon.

Business

Response:

We have made multiple attempts to contact [redacted]; leaving messages. To date our calls have not been returned. If [redacted] would like to discuss this further he can call us directly

Consumer

Response:

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]

I have called them everyday since this has happened. Everyday I demand to talk to a supervisor and they tell me it's a 4 hour wait. After the 4 hours no supervisor ever returns my call. Ill call again the next day and the next day and the next day.The customer service reps that I talk to tell me a variety of different stories ranging from - we don't have you're money, call bill matrix they have you're money, we refunded your money last week, or your money didn't clear so now you have to pay cash.How is it that every time I call I get different responses by different people.This is theft!! Verizon hasn't stolen my money and refuses to provide a service. Which is against the agreement I signed as a customer. I want this resolved or I'm going to get a lawyer.My phone number is [redacted]Verizon should write that Don because they are lying when they say they have been trying to contact me. I've Ben sitting by the phone waiting for almost 2 weeks to talk to them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Upon receipt of this complaint we made several attempts to contact customer; leaving messages. Customer has not called back and at this point services are completed disconnect no payment arrangements to get services on. Customer needs to speak with customer service to reestablish services

Review: I recently moved from the District of Columbia to suburban Maryland. My email address was listed a subaccount on the DC account. I have been trying to the past two months access my email addresses and move to the current account. I've spent over 20 hours on the phone with Verizon. I have received nothing but conflictimg information and endured countless hang ups, transfers to dropped calls. One technician just simply refused to answer my questions. This morning I made my final attempt. The advice seemed plausible. I was told to go keepmyemail.com to keep my email address that was a sub address on another account. I went there and was instructed to pay $19.95. The result was an email address that does not anyway resemble my address. In fact it looks like a Spam address. I can't use that. I would like to get my $19.95 back from Verizon. They don't have the ability or the willingness to solve this problem. And I don't want to reward them for bad customer service. I had that email address for 12 years. It was connected to paying my mortgage and my web hosting accounts. Now I'm forced to update those accounts. That's better than my life on the phone dealing with Verizon.

I encountered incredibly horrendous Customer Service. Countless times I ask to speak to a [redacted] and each time the [redacted] refused to speak with me instead giving instructions to the technicians non of whom seemed to comprehend the problem.Desired Settlement: I want Verizon to establish my email account and have it collectedly linked to other My Verizon services. So that I can have the convenience of paying my account on line without having to reset my password each time I log on. And cope with automated calls at hours o thie night.

Business

Response:

Verizon's Fiber Solution representative made contact with [redacted] to address the complaint. Upon resolution, the representative created a primary username for [redacted], moved his sub account, all emails and contacts over to the new account. [redacted] confirm resolution. The representative provided contact information to [redacted] for any further questions or concerns, in the future.

Consumer

Response:

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,

Respondent has addressed the problem and I am not satisfied. Thank you.

Review: In November of 2012 I returned my equip & paid $400 to Verizon. I have since been charged for equip I returned & been sent to a collection agency.

This is in regards to an acct.(acct.#-[redacted]) that we closed with Verizon back on 11-**-2012 because we were moving from [redacted] to [redacted]. We returned (3) pieces of equipment on that day and had made a $400 payment that month to Verizon. The equipment SN#'s are [redacted], & [redacted]. We have since been sent to a collection agency for the amount of $1,114.70. My wife called Verizon on 2-**-2015 to have the issue resolved for this charge of $1,114.70 that Verizon said we owed them. The 1st rep. she spoke with said that the equipment showed returned and that we should have received a credit. That rep. transferred her to the Financial dept. so she could verify that a credit should be issued. The 2nd rep in the financial dept. said equip. showed returned and that a credit of $73 should be given to us. That rep. then transferred my wife back to the billing dept. and that rep. said he could not review the charges but only see that we owed $1,114.70 and that the acct. was sent to a third party collection agency. That rep. did say he saw that the equipment had been returned. He then transferred my wife back to the Financial dept and that rep. said the acct. had been closed and sent to a collection agency and that he could not help her. He then transferred her back to billing and that rep. said equipment showed returned and that the $1,114.70 charge was for the equipment. The rep also said that she saw the $400 payment that was made in Nov. 2012. She added the (3) SN#'s for the returned equipment on the acct and said that the acct would be fixed and zeroed out. She also had put in a ticket for the issue and said to call back in a week to make sure the acct. had been fixed. The ticket# is [redacted]. That day she had spent 1.5 hours on the phone just trying to resolve this issue. On 3-*-2015 my wife called back to Verizon as instructed to make sure the acct [redacted] had been cleared of the charge $1,114.70. She spoke with the billing dept. and was transferred to the Financial Dept. After my wife explained the situation to the rep she said she could not help because the acct was sent to a collection agency and when my wife said that a ticket was created on 2-**-2015 and could she check it the rep said sorry but I can not help. The rep transferred her to the billing dept. and that rep took a look at the acct and verified that a $400 payment was made in Nov. 2012. She took a look over the acct to try to track the equipment that was returned and said the ticket was showing still opened. The rep talked to the Financial dept and they told her that they could not help my wife and that we needed to call the collection agency. My wife did call the collection agency [redacted] and spoke with a rep there about out acct [redacted]. The rep said that we would have to have a letter from Verizon to say that the balance was taken care of in order for them to close the acct. [redacted] phone# is ###-###-####. My wife called Verizon back and spoke to a rep in the financial service dept and after explaining the situation and what the rep at [redacted] said that rep said she could not help her and that my wife would have to talk to the billing dept. My wife asked the rep to speak with a supervisor and the rep did not get a supervisor but just transferred her to the billing dept. My wife spoke to another rep in the billing dept and that rep just transferred her to another rep which she could not understand. She was on the ph w/Verizon for 2hrs. At this point we are very dissatisfied with the service we have been getting in order to resolve this situation. Verison has not been to cooperative and does not seem to want to clear up this situation. We have wrongfully been sent to a collection agency for equipment that we returned and we do have a receipt for. We are wanting to have the account updatDesired Settlement: We are wanting Verizon to clear our acct [redacted] of the charge $1,114.70. This charge is for equipment that we returned on 11-**-2012 at the Verizon store located at [redacted]. The store id# is [redacted] and the ph# there is ###-###-####. The equipment was accepted by rep [redacted]. We are also wanting this charge to be cleared up with the collection agency [redacted] located at [redacted]. Their ph# is ###-###-####. Finally, I need thi

Business

Response:

The right to collect the outstanding balance on this account has been purchased by [redacted] at ###-###-####. Please direct all bill inquiries/disputes to [redacted] at ###-###-####.

Consumer

Response:

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:

Per my original complaint, the debt that was sent to the third party collection agency was sent illegitimately by Verizon. The (3) three pieces of equipment that Verizon is charging me for was returned to the Verizon store back on 11-**-2012 at the time of my disconnection. I have attached the original receipt showing the return of the equipment. I also paid $400 that same month to clear my account with them, as stated in my original complaint. I have spoken to several representatives at Verizon to resolve this situation and they have stated that they see the equipment was returned and that a payment of $400 was made back in November 2012. We did call the third part collection agency [redacted] and they said that they would need a letter from Verizon stating this debt was taken care of or we would have to make arrangements with them to pay off the debt. I have stated all of this in my original complaint. We would like Verizon to clear the debt that was sold to the third party collection agency in error and for Verizon to clear this debt off of my credit report which should never have been reported.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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,

Business

Response:

Verizon is not currently furnishing negative information related to this account to any credit reporting agencies because it has been sold. However, the purchaser of the account may be doing so. Verizon has reviewed the documentation submitted by the consumer to the Revdex.com and has determined it forms a sufficient basis for repurchasing the account in question and adjusting its balance to zero. Upon repurchasing an account, a purchaser must delete its credit reporting of the account. While this must be done concurrent with Verizon’s repurchase, please be aware that it may take such credit reporting agencies up to thirty (30) days to update their records. Verizon will not re-report the account in any fashion and additional collections activities will not occur, as there is no balance due upon it.

Review: I received a letter from [redacted] located in New Jersey on June **, 2014. The letter stated that I, or someone of the same name, was responsible for an outstanding balance due as of 6/**/2014. I contacted Verizon. They acknowledged an account under the account number given in the letter. However, Verizon denied having any information on the account. When I contacted [redacted], they referred me to call another company. When I called the other company, I discovered that the account was not established under my Social Security number. That, however, does not stop a creditor from placing an outstanding debt on one's credit report. Verizon assigned a debt under my name to a credit agency for services I have never sought out, asked for, inquired about, desired, or ever used. There is substantial evidence that Verizon acted negligently in transferring a debt under my name. One piece of evidence the I will disclose came from "Convergence" (spelling not confirmed), which is the organization I spoke to on the phone after obtaining the phone number from [redacted] on a voice message recording. ([redacted] will not take my call.) The evidence is that the Verizon account in question was established with a Social Security number and post office box address neither of which belong to me.Desired Settlement: I want Verizon to match the proper Social Security number to the proper identity of the person who obtained services from Verizon. Further, I want Verizon to remove my name as the debtor in the transaction. Verizon must contact [redacted], and notify them of its error. If Verizon has to pay the debt to clear my name, and then seek the appropriate party to pay for the services it rendered, that is one option of resolving the matter.

Business

Response:

The customer is referencing two accounts that were sold by

Verizon to [redacted]s. Verizon no longer has any records and

cannot provide assistance. This complaint must be redirected to [redacted]s, telephone # ###-###-####.

Consumer

Response:

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]

Just because Verizon ships out a debt to a debt-collecting agency does not absolve them of their immoral and negligent conduct. The resolution I put forward in my complaint obviously takes into account the debt-collecting agency. I call for Verizon to buy back the debt and correct the account information. This debt should not have been sold under my name. It is immoral for a business to negligently permit fraud to be perpetrated on an innocent person, discover the fraud, and ignore the fraud by hiding behind a debt-collecting company.

Further, It is hard to believe that Verizon would not have a record of an account that was just shipped out to a creditor this month. But if that's the case, Verizon can contact the debt-collecting agency if they need the information. Verizon's response is extremely disingenuous.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

**

Business

Response:

Verizon’s position is sustained. Information on redirecting

the complaint was emailed to the [redacted] of the Revdex.com along with account

information not provided herein so as to protect the privacy of the complainant.

The customer is referencing two accounts that were sold by Verizon to [redacted]. Verizon no longer has any records and cannot provide assistance.

This complaint must be redirected to [redacted]s, [redacted], telephone # ###-###-####.

Consumer

Response:

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]

Verizon has not made a good faith effort as a merchant to resolve this injustice. After further investigation, I have discovered that I had disputed this debt that Verizon put in my name. Verizon never responded to my dispute because they are not concerned with honest dealings but essentially extorting me, a victim of identity. By shipping debt falsely accumulated under my name to a debt-collecting agency. Verizon never tried to clear my name although they could have done so with one phone call to the debt-collecting agency.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

**

Review: I Accidentally sent $174.00 to Verizon Fios on our online billing bank acct. We no longer have an account and now they will not return our $174.00

We are having an dispute with Verizon. My wife went onto my personal bank billing and sent out a bill to the wrong company, which is Verizon. The amount was for $174.00, and Verizon has accepted this amount and we do not have a Verizon account any longer. When my wife called Verizon they said we owed over $400.00 for leaving Verizon early, which is not true as when we left Verizon we made sure we did not have a contract any longer. Verizon has refused to return our $174.00, as this amount was an incorrect click on my personal banking account and was not meant for Verizon to be paid. Verizon has also refused to give me any information on my old account and has also denied getting paid the $174.00 on August **, 2014. I have also been harassed by a collection agency several times and I have told them there must be a mistake but no one from Verizon will give me any information regarding this ridiculous amount or any information on the $174.00 that was taken. This is a big reason why I left Verizon due to their uninformed and rude customer service. No one there can ever give me an educated answer.Desired Settlement: I am asking for our complete $174.00 refund as this was a wrong click on our online banking account. The $174.00 was suppose to be for [redacted] NOT Verizon. This was my mistake but Verizon should have never accepted the amount as we haven't had an account with them since 2013. Now they will not give me any information that I asked for. I believe this is fraud.

Business

Response:

Payment in the amount of $196.80 was received

on June **, 2013. This was the last payment received on the active account for

services rendered from May [redacted] through June **, 2013.

Effective June **, 2013 the customer ported

out the [redacted] to another provider order confirmation [redacted].

Research

determined that the FiosTv and Data continued to be billed after the BTN ported

out. The accumulated account balance for the FiosTv and Data was $449.98.

Effective September

**, 2013 the FiosTV and Data were disconnected order confirmation [redacted].

Payment

in the amount of $174.00 was received on August **, 2014.

Credit in the

amount of $623.98 was issued on September **, 2014 to zero out the account

balance of $449.98 and generate a refund of the payment of $174.00. The account

has been recalled from collections.

On September **,

2014 I relayed the above information to [redacted].

We trust that

this information will assist you in closing this complaint. We apologize for

any inconvenience [redacted] may have experienced as a result of this issue. If

you have any questions regarding this matter, please contact our office at

[redacted] EXT[redacted].

Sincerely,

[redacted].

Executive Customer Relations

Consumer

Response:

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] I am waiting to receive my refund of $174.00 and I will also check my credit report before I accept. Thank you, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] & [redacted]

Business

Response:

Credit in the

amount of $623.98 was issued on September **, 2014 to zero out the account

balance of $449.98 and generate a refund of the payment of $174.00. The account

has been recalled from collections.

On September **,

2014 I relayed the above information to [redacted].

On October **, 2014

a copy of the deletion letter was email to [redacted]. This emailed confirmed that the account has been

removed from the credit report and that the account had a credit balance in the

amount of $174.00. The email advised

that it may take up to 30 days for changes to reflect on the credit report.

In addition, on October

**, 2014 the refund request was expedited. Please allow up to 10 Business days

for receipt.

We trust that

this information will assist you in closing this complaint. We apologize for

any inconvenience [redacted] may have experienced as a result of this issue. If

you have any questions regarding this matter, please contact our office at

[redacted] EXT[redacted].

Sincerely,

[redacted].

Consumer

Response:

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] & [redacted]

I wanted to add that I beleive this has effected us getting a loan. We have fought this for some time now through Verizons collection agency which we did not appreciate at all. The collection agency calling and harrassing us, being very rude was very stressful, as my wife has had surgery and had to worry about this. It just put a lot of stress in our lives. We're happy it has come to an end!

Review: I, [redacted], am writing on behalf of my mother-in-law [redacted]. She is ** years old and have a severe case of [redacted]. In addition she lives at [redacted] appartment and her only sourse is SSI. October**, 2014 her telephone stopped working. She was a customer of "[redacted]". After severel days of waiting for repair, due to cables and equipment belongs to Verizon, I contacted Verizon and switched to them.(Oct**, 2014) Verizon advised me that order service number would be system generated which confirmed that Verizon took over the account and they should automatically cancel their service. I double checked with the Verizon representative, that I should not do anything regarding cancelation, first it will interupt the set up of the service, and second it would be done automaitically. Also the representative sent me an application for Verizon [redacted] service, which I filled out and faxed back. After that we received and paid a bill from [redacted] in the amount of $21.78 which we assumed was the final bill. When we received another bill, we contacted [redacted] again, asking to cancel the service. I contacted Verizon several times, due to we were not receiving any bills from them, I even asked the copy of the bill to be delivered to my address. When I called Verizon in December 2014 representative told me that there is a charge fee for not paying a bill. I explained that we did not receive any mail from Verizon. She waived the fee and resent in to me, advising to pay only adjusted bill. Finally in January we received a bill for October, in 2 days for November with the fee. On [redacted] of December 2014, we received the letter from Verizon [redacted] Service, stating that [redacted] is not qualified due to [redacted] already registered on this address. I called [redacted] and ask them to cancel the service. At the end of January we received an adjusted bill and paid it off same day. Next day, my mother-in-law's telephone were disconnedcted due to unpaid balance. It worked only for incoming calls, it was impossible to make outgoing calls.Verizon charged reconnecting fee. We still receiving bills from [redacted]. Only in January [redacted] finally cancel the servicey after they received "LOL" form . I called "[redacted]" and "verizon" several times the charges and asked them to prorate the bill that was already paid and reimburse my mother-in-law, due to miscommunication between Verizon and [redacted] my mother was charged twice for the same line. She was charged regular (not discounted) amount from Verizon (she is eligible to [redacted] service as she is a low income person, but as per Federal regulation she can not have it twice for the same househould and person, and formally she was still [redacted] customer). I spoke with [redacted], supervisor in Verizon. I was tried to convince her that Verizon suppose to do something about the charges, as it was Verizon representative mistake to misquide me about cancelation processes. Because of her mistake an oldery and disable person has to pay enormous bill, be without service for several days, had to go through all stress. As per [redacted] nothing can be done, as [redacted] is federal program ( this information was not provided to me before too) and they provided services to [redacted]. When I tried to make a complain about the representatives that continously gave me incorrect information, she stated that it's impossible due she has no access to their name and notes.Desired Settlement: I want Verizon to review and adjust the bills, based on [redacted] prices. . Take off the reconnection charge. I also want a complain against the Verizon representative who innitially set up service to be filled and and an apoology from Verizon.

Business

Response:

We advised the customer that she was told correctly. The other provider receives electronic notification that we are taking over the number. That is how we are able to take over the service. If she called them to disconnect before the process was finished, she risked jeopardizing the winback order. VZ is not aware of another providers disconnect procecdures, therefore customer is responsible to call the provider to ensure that she has successfully closed out the account. Since she did not do so, the [redacted] was still billing her for service, when she tried to apply for [redacted] she was denied because she still had [redacted] with the other provider. We advised customer that the recent [redacted] application sent per notes was denied due to "no proof provided". Customer upset that the origional representative gave her misinformation. Case closed

Consumer

Response:

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 still strongly believe that was the Verizon representative fault for misleading me in cancellation policy. She insist that I should not do anything, I followed her instruction. Nothing was told that it is my responsibility to call different provider, I was instructed that I have to wait. She has to be responsible for charges. Even though [redacted] is a federal program my mother-in-law was first denied because of wrong instructions with cancellation. Plus nothing is mentioned that I want an official complain about the representative

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We spoke with daughter at [redacted]-it was lengthy call and we believe the customer hung up on us. We explained nothing we can do about current bills right now-[redacted] was denied because of no proof. A new application is needed-and until approved, her mother will be billed the higher rate. We did review bill address was changed on 12/**/14 to [redacted]. 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 [redacted] even though was told on 2/**/15 [redacted] was denied -no proof because she was waiting for the official letter. Again, we will refer her concerns about the original order but the representative did follow company policy. Verizon stands by this position. Case closed.

Review: During an end of January 2014 telephone call, I was asked if I would speak with a Verizon representative, who told me that IF I took a new package, I would pay less and keep the same television channels, etc. I did agree to this “new” plan. The Verizon representative DID NOT KNOW WHAT SHE WAS TALKING ABOUT! The information she gave me was incorrect. I lost channels. BAIT AND SWITCH practices are illegal!!! I called Verizon back within 48 hours to state that did not have the same television services I had before this nightmare started. I told the [redacted] that I wanted my old services back – to just cancel out the change. NOW I have been told that because I wanted to the change back to my original plan, (which has not happened because your representatives did not know how), I agreed to a NEW two year contract, thus creating a cancellation fee (2/*/14). My conversation did not include me being told I was signing up for a new two year contract. If I had just cancelled all services with this company in the end of January, I would not have had a cancellation fee, because I had my “old” plan for over two years. If the change was cancelled out, as I asked for, I would not be writing this complaint. If Verizon employees do not have the knowledge of how to “cancel” an order, either they have not been trained properly or the company is practicing improper practices! Today, I was told that I have more services than I did previously, like I should be happy about it. That is NOT what I asked for. Having services that I do not care about, nor want, such as telephone features I do not use and faster Internet, which I do not want, were added. Today’s Verizon [redacted] told me today that I was sent an email stating that I agreed to a new contract. I did NOT receive a new printed contract in the mail to read and authorize. I DO NOT communicate with Verizon via my personal email account. I do not use any Verizon email account, and have not in the past either, nor do I want one. At this point in time I am disgusted with Verizon. I want this straightened out immediately. I have spent hours on the phone with Verizon - only to have them say that I agreed to a new 2 year contract - not what I asked for, nor wanted.Desired Settlement: NO Cancellation fee and the services I asked for (my original plan), NOT what the company wants me to have!

Consumer

Response:

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 as long as they follow through with their word.

Sincerely,

Review: When I signed with company in December I was informed that I would receive a 400 dollar gift card in two months. That has never occurred.

I have been a customer for 4 months and have not received my gift card. I started service on December **,2014, it is 3/** 2015 and I have not received my gift card.Desired Settlement: My 400 dollar gift card.

Business

Response:

Good afternoon, The gift card was processed and sent to the claimant.

Review: I have dsl with verizon and I pay on the internet, each month &24.99 on the account: [redacted]. In July last year, I paid two months for June and July. I was not aware that this amount of money was diverted to another account completely unknown to me. I was surprised when they were told me that they didnt receive the money while in my bank it says they received it. I made many calls and no one wanted to tell me where the money went. They sent me to my bank to trace it. But it was impossible to trace it. It say verizon only. I was stressed and they were playing with me. In September I found out that my bank had changed its policy and the bills have to be paid through their webpage. At that moment I understood that they sneaked an account for the one I usually pay in all confidence. I asked them by phone to return the money to the right account. I was met with silence and they continued to charge interest and for this month I paid on the [redacted] but they cut the internet today to force me to pay the stolen money. I feel that I am subject to the tyrannie of this corporation which on the other side they sent me mail to have fios which I dont want since I need only internet. Please help me to stop this thiefery. Thank you.Desired Settlement: I want the money refunded to right the account and to get back the line with the credit of lost time and the suffering and inconvenience they brought to me and my family.

Business

Response:

The case was sent to the business office team.

Specialist [redacted] attempted to reach the customer by telephone, but was not successful.

On 6/**, a letter was sent, asking the customer to call as we would need more information concerning any missing payments.

[redacted] provided her name and contact information.

Recent records indicate that the customer did contact the billing office and all charges had been sustained as correct.

Business

Response:

Rebuttal: Revdex.com contacted Verizon and advised that the customer called back and states that this matter was not resolved.

[redacted] from Verizon’s billing office issued a payment investigation on the account. The previous inquiry was closed out as we did not receive the proof of payment from the customer which is what is needed for the investigation.

The new payment investigation was returned as additional information is needed showing that the bank transmitted the payment electronically to Verizon. [redacted] contacted [redacted] to inform her of the additional information that is being requested and she advised that she faxed all the bank had to give her. [redacted] offered to contact the bank with her so that we could discuss and try to get the complete information but the customer stated that we need to find the payment with the information she provided. [redacted] advised that the one piece they did not provide was the proof that the money was transmitted to Verizon and we need that in order to complete the investigation. [redacted] did not wish to continue with obtaining this information. The investigation was closed as incomplete proof of payment information.

Consumer

Response:

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:

To whom it may concern:

As you requested from me, I am answering your email.

I don't know what to say, because I am repeating myself. I was not contacted by these people by phone nor in writing, for the last part where they want me to be at the phone while they'll contact my bank!?

I told them before to go ahead and contact it.

Now they changed their narrative. I don't want to part of their dirty trick. I trust my bank. It is verizon that insinuated that my bank didn't forward the money to them.

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In january, I had verizon come out to set up internet. my apartment is not set up for verizon, so I ended up never using their services. a few months later, I got a note to return unused equipment. I called saying that I never received any equipment, and that it must be a mistake. they were apologetic and said they would correct the issue. a few weeks later, I got a notice ordering me to return the equipment. I called again, to be told another time it was being taken care of. I go out of the country for a few months, and come back to a note saying that I still owe verizon for the unused equipment, and that it has been sent to an outside debt collection agency. I paid the amount to avoid ruining my credit, but now the customer service reps refuse to help me. one guy told me the issue was being taken care of, only to be forwarded to another woman who has no record of the previous conversation. I am being charged for something that was verizon's mistake.Desired Settlement: I would like the full amount I paid the debt collection agency, Convergent, back ($97.97) and some sort of restitution to my credit.

Business

Response:

The customer was billed for services neverprovided. The customer had been assured the charges for the service would beadjusted in full only to find bill turned over to outside collection agencyaffecting his credit. Our investigation confirmed the customer wasbilled in error and the promised credit had not processed until 6/**/15. Thebill dated 6/**/15 reflects the credit adjustment of $97.97 in addition to thepayment of $97.97 received from the customer. A refund for the $97.97 will begenerated within 30 days. Upon receipt of this referral, a request wassubmitted that the account be removed from customer’s credit reporting history.Please allow up to 30 days for credit reporting agencies to reflect updated information. We apologize for the problem and appreciate thecustomer bringing this to our attention.

Consumer

Response:

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,

Review: Ordered internet and cable service. Got the email confirmation for the wrong product. I contacted Verizon to change my order back to what I originally ordered, so they canceled my activation appointment for my new order. Promised to call me back after I contacted customer service and no one ever called me back. I then called customer service back to request a supervisor, and supervisor was supposed to contact me and did not. They told me I had to wait another week to activate my order and refused to keep my original activation appointment. In result I was highly dissatisfied with Verizon customer service so I cancelled my order and filed this complaint.

Product_Or_Service: cable/Internet

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: No further contact by the busi

I would like absolutely no further contact, by Verizon via email, mail, or phone advertisementThank you.

Business

Response:

Verizon strives to make every customer's experience when contacting the company a positive one. We regret that we did not meet our, or [redacted]'s expectations in this case. We did not contact [redacted] as requested in this complaint.

Consumer

Response:

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,

Verizon's FiOS service is better than what I've experienced with cable, but their customer service leaves something to be desired.

I recently moved and no longer needed FiOS service, so I cancelled my account. I did this on 12/**. My January bill reflects this, and that I'm due a refund. My February bill does, as well. I called just prior to my February bill date and was told my Feb bill needed to happen before my refund would be sent to me. Feb bill date = 2/18. I called today, 2/**, and was connected to Renee in Customer Financial Services - Collections. Below is how that went:

Called, was transferred to customer financial services – collections dept, spoke with Renee, she said the cxl order shows in her system as having been done on 1/** (I believe - I didn't note the date, but it was about a month AFTER I actually canceled, which was 12/**), whereas Jan bill clearly shows it was done on 12/**, and is reflected on 1/** bill, and again on 2/** bill. Verizon’s policy is to go through two billing cycles, then another 16 days, then issue refund. I advised that two billing cycles had already passed, as reflected on Jan and Feb bills. Renee said she can only go by what’s in her system. I asked repeatedly to speak to her supervisor and escalate my call; Renee refused repeatedly, saying that I'd be told the same thing by her supervisor and even the CFO. Regardless, I asked her to escalate my call. Renee then put me on hold. 4 or 5 minutes later, Renee got back on the line, said her supervisors were busy. She said they would try to escalate my refund, but believe it would be “refused.” I asked her supervisor’s name. She simply stated repeatedly “my name is Renee.” I asked her if it’s Verizon’s policy to not allow their reps to provide their supervisor’s name, and Renee wouldn’t respond to that. Renee put me on hold again for 3 or 4 minutes, then said again they’re trying to escalate refund for the reason I provided (she asked me why I needed the refund escalated, and I told her because it’s my money), and then told me her supervisor’s name is Missy. I thanked her and asked her what dept she was in, and she said Customer Financial Services – Collections. I thanked her again and ended call.

I will follow up again on Thurs 2/** or Fri 2/**.

in the "How would you rate your experience with this business" section, I would put positive regarding the actual FiOS service, but negative with regard to customer service based on this recent experience.

Review: I had Verizon fios and when I moved the new neighborhood did not carry Verizon fios so I could not continue my service and they still want to charge me a cancellation fee which I feel is unfair I loved my service but I could no longer use the serviceDesired Settlement: I am requesting this bill be wiped cleaned.

Business

Response:

Verizon Executive Relations has made attempts to speak with [redacted] and have been unsuccessful thus far. A please call letter will be mailed 12/**/14, in hopes of being able to discuss this further with the customer.

Review: On 04/**/2015 around 5:30Pm I called Verizon Fios to inquired about a promotion, that offers ultimate HD channels and quantum speed internet with HBO, Showtime, Starts and Cinemax and home phone, for $144.99 plus tax and equipment. since I'm an existing customer for over two years the representative by the name of [redacted] told me he can give me a better deal. I was told I was going to be upgrade from extreme HD to Ultimate HD, with more channels and faster internet. I'm currently paying $240.00 a month for my plan with equipment and tax included. He told me my new monthly bill was going to be around $190 to $198 per month giving me a saving of forty something dollars for more channels and faster internet if I agree to the two years contract. I ask [redacted] if I would get new equipment since I'm enrolling in a new contract, He said "of course I will send you 7 new boxes and 1 router at NO CHARGE, you"ll received it within 3 business days. Also I'm going to send you the labels so you can send the old boxes to us via [redacted], if you returned in the store is going to be an extra $9.99 charge so just mailed it and save yourself $10." I was very happy cause I was going to save money. I accept the terms and condition of the contract and verify with him my new monthly payments was going to be one hundred and ninety something dollars. As soon as I hang up the phone got an email from verizon with a totally different price. $245 monthly charger per month for the ultimate hd plan. I called them right back, I get another representative telling me the prices [redacted] gave me are unreal and that I'm not going to received new equipment and that the price the email said its the true price. I'm very concern with the ability of this companies lying to the consumer just to get you hook in a contract. I ask to speak to a manager. I was transfer to [redacted] the manager and she apologies to me and told me the best thing she can do is give me and extra $15 discount for 12 months. As nice of her but that's not what I was promise by [redacted].

Product_Or_Service: ultimate HD packages

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like my cable boxes and router to be replace for new ones as I was promise at no extra charger per month and at the delivery time, and the price I was told monthly for my services for the existing of 2 years.

Business

Response:

Verizon Appeals representative spoke with [redacted] on 04/**/2015, and advised that Verizon will honor the rate of $144.99 for 24 months as promised on the call. The representative will manually adjust the account to get the rate of $144.99 for 24 months. In addition to the Triple Play the customer as a $15.00 LEC discount for 12 months. [redacted] will pay for her boxes, Spanish Language Package,taxes and surcharges. The Appeals representative apologized that she was told she would be getting all new boxes when that was not true. [redacted] accepted the offer of $144.99 for the Triple Play and is satisfied. [redacted]

Consumer

Response:

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,

Review: Verizon offers a bundle that includes four business phone lines and dsl for 159.99 per month. Verizon website says this offer is for companies that less than 20 employees, and I have *. They refuse to give me this offer as they have classified me as a large corporation and charge me 465 per month. I have made several calls and always get promised a call back but I never get one.Desired Settlement: I want my rate adjusted and the difference refunded since they started to offer this rate.

Business

Response:

[redacted]Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention.Our investigation concludes; [redacted] previously subscribed to 4 stand-alone lines with call forwarding, caller id for $298.27 excluding additional voice services, long distance calls and applicable taxes and surcharges. Records show [redacted]’s monthly service is approximately $465.39- $497.18 after taxes, surcharges and long distance calls. Research determined [redacted] did not qualify for the new acquisition on-line offer of $159.99, therefore no credit adjustments would be issued for the difference. Record show service order [redacted] completed 12/**/14 establishing [redacted] on the Verizon Solutions Business Bundle with a 2 year commitment for $229.99 per month. This excludes additional applicable taxes and surcharges. This information was referred to [redacted] and he was satisfied with the resolution. Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint.Sincerely,[redacted]