Verizon Communications

Review: This is the 2nd complaint on billing after canceling my service with them. They have now sent me a bill for $213.72 after telling me when (after 5 calls and 1.5 hours) That my final bill would be a credit of $11.33. Now they send me a bill for the $213.72, telling me that I did not pay a month in advance and that my account (after 7 years of being with them) was under contract. My contract was for 2 years and I never signed another contract with them, So I have to pay a $50 cancellation fee??? The reason I canceled was when asking if I could take my landline off to lower my bill, I was told it would raise my price not lower it. I told them another company was offering me $60 a month less then them, but they could not match it.Desired Settlement: That they cancel the bill completely because of the 4 hours of my time trying to get their bill straight and for the stress they caused me.

Business

Response:

On 9/*/15, Revdex.com [redacted] Complaint stated: I had to cancel myaccount for financial reasons. I called in to cancel and was hung up on twice,after the first call where I could talk to someone, I told him I wanted tocancel 9/*/15, then I get the confirmation email and he has me canceling9/**/15. All your equipment has been removed and I am not using your services,so why am I having to pay 3 days more??? I had been with you as a client for7-8 years and wanted to stay with you, but when trying to lower my bill bymatching [redacted] offer you denied it.Verizon Resolution: On 9/*/15, I called [redacted] toacknowledge the complaint. [redacted],he was upset that Verizon could not lower his bill to match [redacted], and saidall Verizon would do is upsell. He said he wanted to downsize because he isretiring and wanted to drop phone service and the representative said it wouldcost more than if he kept the phone service. I tried to explain thatunfortunately sometimes when removing service from a bundle you lose bundlediscounts whic and could result in a higher cost. [redacted] didn't want tohear that. He said I was missing his point. He said he was upset that he wantedhis service disconnected 9/*/15 but received email stating 9/**/15 and doesn'tfeel he should be held responsible for the extra days. I verified with him thathe did port his telephone number and he said yes to magic jack. I started toexplain when porting telephone numbers the date of termination is based on thedate the other provider requests. I explained a disconnected number cannot beported. He said at the time he requested the disconnect, he hadn't decided toport the number; he stated the number meant nothing to him. He said he spokewith [redacted] who took care of everything for him and got his number back so itcould be ported, she is also sending him shipping information to return hisequipment. I apologized, asked what I could do to assist him and he saidcompensate him for all his aggravation. I attempted to explain that I could notcompensate him for his aggravation or inconvenience but could investigate andsee if credit is warranted for 9/* – **, but he because very upset and hung upbefore I could finish saying I would investigate. Verizon Appeals representative updated thepending disconnect order #[redacted] to have an effective billing date of9/*/15, meaning the customer will be credited back to 9/*/15 as thecancellation date on the final bill.Revdex.com [redacted] received 10/*/15, stated: This is the 2nd complaint on billing after canceling my servicewith them. They have now sent me a bill for $213.72 after telling me when(after 5 calls and 1.5 hours) That my final bill would be a credit of $11.33.Now they send me a bill for the $213.72, telling me that I did not pay a monthin advance and that my account (after 7 years of being with them) was undercontract. My contract was for 2 years and I never signed another contract withthem, So I have to pay a $50 cancellation fee??? The reason I canceled was whenasking if I could take my landline off to lower my bill, I was told it wouldraise my price not lower it. I told them another company was offering me $60 amonth less then them, but they could not match it. Account Number: Order Number: Talked to Company: 9/*/2015Talked to Company (2nd): */*/2015Desired Settlement: That they cancel the bill completely because of the 4 hours of my time tryingto get their bill straight and for the stress they caused me.Talked to Company (3rd): 10/*/2015 Name of Salesperson: Purchase Price: $176.00Disputed Amount: $213.72 Desired Settlement: That they cancel thebill completely because of the 4 hours of my time trying to get their billstraight and for the stress they caused me Verizon Response: On 10/*/15, Verizon Appeals representativespoke with [redacted] andexplained the 1/**/12 bill reflects FiOSinstallation on 12/**/2011. Thisbill was mailed to the customer on 1/**/12, and included charges from12/**/11-2/**/12. Payment for this bill was due on 2/*/12. The customer paid this bill on 1/**/12. Therepresentative explained Verizon mailed bills to him on the [redacted] of eachmonth for the upcoming month, and the charges were due on the 6th of thefollowing month which is the end of the billing cycle. Each billing statementincludes the dates of service detailed on page #2. Your first contract wasvalid from 12/**/11-12/**/13. Once this contract ended, the customer contactedVerizon and agreed to a new 2 year contract on 1/**/14. The new contractprovided the customer with a $25/month bundle credits. Without the new contract, the bill would havebeen higher every month for the past 19 months. Copies on the customers’8/**/15 and 9/**/15 bills were sent to the customer as requested. The bills reflect the balance due. Thebalance due on the account is $213.72. This balance includes charges for the TriplePlay from 8/**/15 thru the cancellation date of 9/**/15, plus the $50 EarlyTermination Fee for cancelling prior to your contract ending. The representative followed up with an emailto the customer confirming the conversation and included duplicate bills. The charges and final bill have beensustained.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: I got the Verizon telephone and internet services in our apartment. Located in [redacted]. The telephone number for the home was [redacted]nd the account number was [redacted]. It never worked properly and called several times so they could fix, and then informed us that we were at the end of the red and wasn't going to work properly. Afterwards they told me they were going to cancel the service and than after a month I received a bill of 285.90 and calling to make the reclaim, where they told me they were going to tell they were going to revise the case.In which I never received a call back. Then I get a letter in the mail of a company named "[redacted]" stating that I owe them a balance of 167.53 and messing with my credit. I ask for your attention.

Business

Response:

The billing dispute with [redacted] was resolved on 9/**/15. It has been verified that service did not work, charges on account were to be reversed completely when disconnected but due to billing error the reversal never occurred. The company has issued all adjustments on the account which now reflects a zero balance. This was discussed with [redacted] and he was satisfied with resolution.

Review: Verizon has repeatedly promised, through their representatives in form of repair crews and supervisor, to clean up an incredible mess of wires on the back of our property in [redacted] that is obstructing windows and prevents us from doing repair and maintenance of the property. This has never been done.

Now we are preparing for a renovation of that property and the wires need to be removed.

A letter send to Verizon, [redacted], stating this need, send many weeks ago has gone unanswered.Desired Settlement: Complete removal of all telephone wires and terminal is needed to do work on the property.

Business

Response:

Verizon engineering contacted the customer and designed ajob required to address cable and wiring obstructions on the complainant’sproperty. The job was then referred to construction who advised it will be donein two phases. Phase one is to trim out cable in the backyard and in thebasement of neighboring property on [redacted]. by 2/**/15. Phase 2 for cableremoval will follow and the customer will be provided with an update at thattime. Verizon Executive Relations will monitor the progress of this job forcompletion to the complainant’s satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the response has been satisfactory to me.I'm waiting now for the matter to be resolved in the step stated by Verizon.

Sincerely,

Review: We have had significant on-going issues with Verizon regarding overcharges to our account for devices we didn't have. This went on for years. We couldn't get these issues rectified after many many multiple transfer, extended hold-time, hour plus calls. We determined that the only way to get it corrected was to cancel our account. We ended up dropping them and switching to another carrier. Verizon provided a turn off date of Dec * 2015, then auto-deducted an additional month of service after the turn off date that THEY provided. After many more long calls to Verizon, trying to get this also rectified, we were unsuccessful, so we disputed the charge through our credit card company. We have gotten the money back, through the credit card company, so now Verizon is re-billing us.

We had withheld sending back the 3 devices we did have, with the intent of mailing them back as soon as we got our account straightened out, from both a billing and device quantity standpoint. They were still showing that we were to send back 5 devices when we only had 3. They have sent us a bill for $1839.70, which includes charges for the additional month of billing plus 5 devices. When we spoke to them on the phone last week, they continued to deny the Dec * turn off date and they said they would no longer take the equipment back because it has been past 30 days.Desired Settlement: We would like to get our account cleared and we will gladly send them back their equipment.

Business

Response:

Verizon has reviewed the consumers account, the consumer's final billing totaled $1839.70. Verizon records reflect the consumer was billed $700 for an unreturned HD Set Top Box, $550 for an unreturned HD DVR box and $350 for an unreturned Digital adapter. Our records show the consumer ported services to another carrier on 12/*/16 however the account continued to bill for TV & Data . Records show on the November statement the consumer was billed up until 12/**/16 and then was billed for an additional 30 days on the December statement. As of 4/**/16 Verizon has adjusted all charges billed from 12/*/16 thru 1/*/16. Total amount adjusted $280.07. Once equipment is received in Verizon's inventory then those charges will be removed from the consumers account as well. Upon receipt of the complaint filed, Verizon made attempts to speak with the consumer regarding the billing, however to date; we have been unsuccessful in our attempts to reach him. A please call email has been sent in hopes of speaking with the consumer.

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:

Below is a copy of the response from their email, as it pertains to the account charges: "[redacted]"The Executive Relations Team that reviewed our complaint did confirm that our account was incorrectly billed for a period of time after we ported to another carrier. But they also stated in a separate email to us that we had paid in advance, 9 days beyond the port day. Therefore, it now appears that we have a refund due to us of approximately $75.The team was also able to confirm that we have 3 devices outstanding, not 5 which we were billed for. However, the devices that we are in possession of do not match those that were listed in the response from the team. We responded to the representative who emailed us, with pictures of the models/serial numbers of the devices we do have. The comment that Verizons records reflect that we were billed $700 for the HD Set top box; $550 for the HD DVR and $350 for the Digital adapter is incorrect. We had been billed $1634.00 for 5 outstanding devices. This total listed by the team = $1600 for 3 devices. While we appreciate that they have acknowledged that we only have 3 devices, the math doesn't seem to add up correctly. Although this may be an irrelevant point if Verizon clears the account from an equipment standpoint, it is relevant in that the math seems to absorb the refund due to us from overpayment.Lastly, the business stated in their on-line response that they had attempted to contact us repeatedly with no success. However, it appears that they attempted to contact us at the number they had on our account profile, not the phone number that was provided in the original complaint. They subsequently sent us an email notification that they had closed the case because they couldn't get a hold of us by phone, but again, they sent this notification to an email address that had been on our account profile, not the email address provided in the complaint.

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

Sincerely,

Business

Response:

Please be advised, the consumer has sent a photo copy of the equipment that he states he has within the home which were 3 HD boxes. Through investigation Verizon found that out of the 3 boxes that the consumer provided photos of, 2 of them were not reflected on the consumers profile. However, Verizon has sent the consumer a box in which he can return the 3 pieces of equipment that he has. Once the equipment has been sent, we are requesting that the consumer contact Verizon and we will manually issue adjustments on the account for the equipment returned. Unfortunately since the equipment the consumer has does not match with the equipment on the Verizon profile, once checked into inventory the system will not automatically adjust the account for the equipment, therefore as stated above we are requesting that the customer to contact Verizon once he ships the equipment back off to Verizon. Verizon will then verify they have been received in inventory and we will manually issue adjustments on the account for the equipment returned. The consumer has advised that he does not have the digital adapters within the home. As of 5/*/16 ,Verizon has removed the equipment (Digital adapters) from the profile and adjusted the charges for the digital adapters. Direct contact information has been provided to Mr. W[redacted]. We have advised the consumer that the complaint will remain open on Verizon's end until the equipment is received and the account has been adjusted. We apologize for any inconvenience caused surrounding this matter.

Review: We have had DSL and phone service with Verizon at our home residence, [redacted] since late June 2014. In the last 8 months (during which time we pay over $70/month), we have had over 25 outages, each that take hours of our time on the phone with Verizon and at least 3 days for them to dispatch a technician. Each time the technician has arrived, they have informed us that the lines are exposed to the elements, old, degraded, and not suitable for service and that we will continue to have issues every time it rains or gets cold. They have said they can temporarily patch them but aren't able to do anything to impact long term performance. They have also informed us that Verizon refuses to replace or upgrade the lines because there are not enough customers in our area. We currently AGAIN have not had service for the last 8 hours, and are now waiting for another 3 days for a technician to come and tell us AGAIN that they can't fix anything long term.Desired Settlement: We would like one of two things to occur - (1) for Verizon to replace the lines leading to our home and provide a long-term suitable service for us and our neighbors, or (2) for Verizon to refund the last 8 months of service fees and to cease advertising that they provide service in our area as they cannot support any level of suitable service.

Business

Response:

On 2/**/15 I called the customer to acknowledge the complaint. I apologized and verified that per the trouble history on the account the trouble is mostly with the HSI service and not telephone service. [redacted] said they hardly ever use phone so they don't report it when it is out. [redacted] also said that they don't report internet problems most times because will take 3 days for Verizon to get out there and by that time the lines dry out and it works again. [redacted] said technicians that have been there tell him they are just going to be right back out there because the wiring is so old and bad. I stressed the importance of reporting trouble when it occurs and advised I would open an investigation and someone would be back in touch within him within 24 hours. On 2/**/15, a Verizon technician was dispatched and repaired a broken cross connect in the sac box, and the customer was back online. Verizon Technical Support contacted [redacted] and verified the service was working, but [redacted] was concerned with ongoing connection trouble due to old and exposed cabling in the area, every time it rains or has wet weather. [redacted] spoke with [redacted] on 2/**/15 and [redacted] stated he and his fiancé moved here in July of last year. He likes HSI service when it works, but once a week he loses internet when it rains, when it dries it comes back. [redacted] hasn't reported most times. The [redacted] provided [redacted] his direct number and told him to call/text if and when the service goes out. The [redacted] will perform a field visit over the next few days to gauge the issues and put a plan in place as necessary.[redacted]

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]We had an open case ([redacted]) just 2 weeks ago regarding Verizon’s lack of acceptable service to our home. The resolution by Verizon was that they assigned someone to assess and resolve our long-term issues with service - he gave us his cell phone number and told us to call him any time we had a question, said he would be following up on replacing the lines leading to our home, and also told us to call him (or text if it was night time) and NOT VERIZON if we had an outage. Well this past Friday we had an outage again. We texted him, no response. Called him Saturday morning, no response. Finally we called Verizon Saturday afternoon to be told that their anticipated fix date was Wednesday the [redacted]. We texted him again with this information on Saturday night, again no response. We never heard back from him at all. Our internet and phone came back on late last night. We would very much appreciate it if you could re-open this case as it was closed under false pretense by Verizon - apparently the person who is supposed to be handling our situation is not handling it, Verizon customer service knows nothing about him, and we are stuck with the same exact issue - very poor service that goes down for extended periods of time regularly and no one who is following up on replacing our lines. Thank you so much, [redacted]

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:

[Your Answer Here]

We have not received any actual credits from Verizon except the $15.87. The $300+ amount they are referring to was because Verizon somehow had created a 2nd bill for our same phone number and was double billing us for 6 months... they had to combine the two bills and back out the extra charges - it was a billing error on their part (something we did not complain about although it took more than 3 months to resolve). This was not a credit at all and shouldn't even be referred to in relation to these issues. We are having trouble understanding why a $15 credit should be acceptable for such significant service interruptions over 9 months in which we paid $70+ per month.

As for the supposed resolution - yes we have had suitable service for the past couple of weeks - but that doesn't mean the problems are resolved, just that there hasn't been an issue lately that we know of. We would like to know that if another issue comes up, we will be able to re-open our complaint in order to get assistance.

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

Sincerely,

Business

Response:

Verizon position remains unchanged. Verizon issues credit for reported service outages of more than 24 consecutive hours, Verizon does not compensate for time and inconvenience. While 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.[redacted]

Review: I cancelled Verizon in the beginning of July. They owe me $63.04. When I cancelled they said it would take four to six weeks to get my refund It has been four months. Every time I call about my refund they apologize and say that they don't know why the check has not been sent to me. The Verizon's representative says that they will put in a request for my refund but it has not come yet. If I had not given them money I owed them they would have turned off their equipment and ruined my creditDesired Settlement: I want my refund at a minimum as soon as possible. I think that I should receive an additional $20 for the time I've spent calling them about my refund. Also, Verizon needs to change their system, apparently, Verizon's checks and balances are not working. I have received three letters stating that I owe nothing and that I have a -63.04 balance but I have yet to receive a refund check.

Business

Response:

Another refund check has been requested and escalated. I have advised [redacted] that I will follow up with her to ensure that she received her refund check.

Review: Online account shows Triple Play bundle promotion of $84.99 for 24 months for FIOS TV Preferred HD (235+ Channels 65+ HD) + FIOS Quantum Internet 75/75 + FIOS Digital voice. Upon adding said bundle to cart, price shows 84.99 as described, however, when checkout is selected, price jumps up to $113.95. Online chat representatives & supervisor refuse to honor advertised price of $84.99 for 24 months. Screen captures of the offers are on file.Desired Settlement: Verizon to honor advertised price of $84.99 for the bundle described.

Business

Response:

In response to the complaint, on January **, 2015, aVerizon consumer commerce representative spoke to the customer. An order was subsequently processed fromscreen shots the customer emailed to the representative. The order reflects FiOS Digital Voice tripleplay bundle at $84.99 , 75/75 data and preferred high-definition video (TV) andestimated total billing of around $105.65 (also includes fully loaded pack freefor 24 months. The Terms of Service wasprocessed by telephone. The customer issatisfied.

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: I was having problems with my internet speed. It was going on and off and was slow when tested. I verified this by speedtest.verizon.net. Verizon technical support created an additional problem which I fixed when they hung up,. Technical support said that my buffer speed was incorrect. However, after I fixed the problem that technical support created, your system said that the buffer speed was already. In addition, the internet speed went back to normal after technical support hung up.

My conclusion, Verizon, is doing a down and dirt thing of slowing my internet speed. sDesired Settlement: I am tired of the terrible customer service. These reps were intelligent and trying their best, just not well trained, because Verizon gouges its customers but shortchanges us but not training their employees.

This is the worst of corporate AMerica. When are the execs going to jail GO DIRECTLY TO JAIL DO NOT PASS GO>

Business

Response:

We did call the customer. According to our records, "Bernard requested a supervisor because as he says "Verizon directed him to block the optimizer with his security program" when it said it was an unknown publisher. He is using [redacted] and says he cannot see or find a blocked list. His mac is getting speeds of 83/90. We advised the buffer size is not dictated by Verizon, but by the individual machines. He started about how he hates us because we own the politicians and won't try to retain him when he says he is going to [redacted] because they don't deliver what they promise. He advised he would have to contact [redacted] to figure out how to unblock our optimizer. We told him we are not trained on [redacted] and that they would be better suited to serve him. He said he was filing a complaint with the Revdex.com. We apologized and his reponse was "yeah, well"..then there was dialtone". On this case, the customer basically reiterated that he does not trust Verizon and thinks we "sped up" his service after we got off the phone with him because we were scared. His service is working fine. His complaint is with Verizon wireline as a corporation and not apologizing and owning up to their nefarious practices. This is not a technical issue. Case closed.

Consumer

Response:

Verizon did not summarize the situation properly. The tech from Verizon made two mistakes. One in saying that the buffer speed needed to be reset by the optimizer. The buffer speed was correct and even after I downloaded the optimizer and ran it, the buffer speed was unchanged. Also, the Verizon tech told me to do something that made me block further downloads from the optimizer, I forget exactly what. I believe that the problems I was having was due to Verizon not delivering the speed that I was paying for and that Verizon made sure that this was corrected after I called, but they tried to blame the situation on a problem with my machine. The tech people did make simple mistakes , one of which I did not know about and the other that I might have known to avoid if I had been sharper, but people are generally not at their best when there is a computer problem One does not expect the service company to makes things worse, but good old Verizon always does the job of making a problem that should be able to be corrected in a minute or two, waste hours. THE TECHS MADE ROOKIE MISTAKES and wasted my time and I believe that the real problem was that Verizon was slowing down the internet. This is why I seek credit and an apology

Business

Response:

I spoke to [redacted] after reviewing the tickets. His speed tested on a Mac that was above what he was paying for. When I called, he says it was so long ago and had so many complaints . I apologized for any poor experience he may have had but I was not able to authorize any credits as there was no out of service condition ever established. The customer said everything is fine now and its working as it should. Case closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that there is no further action to be taken and the matter has been resolved. Verizon took a very long time to respond to this complaint, the reason for which was their initial unsatisfactory response. I am not accustomed to making such complaints, but I have made about five Revdex.com complaints this year about Verizon because of their poor customer service. I think management is stinting on this area and not funding it or the education of the people

Sincerely,

Review: I am receiving a bill from Fios for 130.00. I have never had Verizon services or Equipment

I called Verizon just to get a price. They did not offer Fios in my area but did offer [redacted]. My apartment would not allow the Dish so I declined their services and I went with [redacted]. 2 months later I received a bill for 130.00. I called to tell them why am I getting a bill when I never agreed for service and never received any equipment after being transferred multiple times I hung up as I had to go to work. I have called 5 times in the last 2 years the only thing that ever happens is in transferred 6-10 times no one knows anything nor can they do anything about it.Desired Settlement: I want the bill removed and off of my credit report.

Business

Response:

We spoke to [redacted] on 06/**/2015 and advised that when the service was disconnected a request was made to clear the account to a zero balance. However the credit was not issued. We have issued credit in the amount of 130.00 to bring the account to a zero balance. A credit deletion letter has been sent to the customer.

Review: They keep showing up at our door and sending us offers in the mail to upgrade our internet to FIOS, but when I try to do that they refuse to upgrade our internet unless we upgrade our phone service alsoDesired Settlement: upgrade our internet without upgrading the phone

Business

Response:

I spoke to the customer n July *, 2015. I explained to the customer that FiOS data is offered as a bundled package with telephone service only when the telephone service if fiber. I apologized for any confusion. The customer does not want to migrate telephone service to a fiber line.

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 was told I would hear back from the business in 24-48 hours, and I have not. Nowhere in the mailing that I received did it state you had to upgrade your phone.

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

Sincerely,

Business

Response:

The original response remains.

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]

Original complaint remains. No where on the mailing does it state you have to upgrade your phone to upgrade your internet

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

Sincerely,

Review: Verizon Fios offers what seems like an appealing "Rewards Program" Awesome, you get points for paying your bill, buying on demand movies and more. What they dont tell you though, is that even though the rewards points you EARNED from PREVIOUS actions, as mentioned- paying my bill (past tense-ive already earned points for this right?), making multiple On Demand purchases(past tense-ive already earned this right?), you cannot use if you are even a couple of days late on your current bill. Why? Why can I not use my rewards that i've earned from being a customer for years, just because my pay check falls one week after the bill is due? This entire company, including wireless does whatever you can to squeeze money out of people. I can now not rent movies today on [redacted], because my bill that was due last week cannot be paid until the [redacted]. In a snow storm, with over 1500 rewards points waiting- You're forcing me to PAY for movies while I have the reserved EARNED reward points available.Whats funny is im still able to EARN the stupid points after PURCHASING new movie, but UNABLE to use ones I already have. Per usual, not a happy customer.

It'd be nice if . just once, Verizon could pride itself on more than "the best service" and actually care about their customers and not try and screw us over every chance you get.Desired Settlement: I should at LEAST be refunded more movies I've been forced to purchase when I had rewards points that could've been used. I could see if my bill was 2 or 3 months behind, or even if a portion of it was 2 or 3 months behind. I get paid BI WEEKLY, I can only pay my bill when I have the money! I should be able to uses points I have already EARNED IN THE PAST. I've had to complain about Wireless and now this regarding Fios, you guys have to get it together before you begin losing more and more of customers who have been loyal to you for almost a decade.

Business

Response:

Our attempt to reach [redacted] to review the issues in her complaint have been unsuccessful. In the terms and conditions of the Verizon My Rewards program it states that " In order to redeem Points, we may require that your Verizon account be active and in good standing with no past-due balances." According to Verizon records, on 1/**/2016 there was a past due balance on [redacted] account which would have prevented her from redeeming Points.

Review: I have had constant problem with my phone service. I called Verizon for repair on Feb **. I was given an appt for March *. No one showed up or called from Verizon on March *. I received a message on March * that a Verizon tech was trying to come for service. I was at work and unable to get back home. I was surprised that they would show up 2 days later. I requested service again as I still have no phone service. They gave me March [redacted] which is 5 days later. I complained to the phone rep. I spoke to [redacted] in the escalation unit and am still awaiting a reply. I asked to speak to a complaint rep named [redacted] and was denied.Desired Settlement: I would like Verizon to come out immediately to repair my phone service. I would like the name and phone number of a supervisor that I can speak to directly. I would like a refund of phone service from Feb ** until the repair is made.

Business

Response:

Service is up and working per [redacted] in our Repair Dept. Customer is satisfied. Case closed.

thanks

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 FiOS advertises unlimited internet usage quote having "No internet caps, no limits. no overages - period." Yet Verizon has been sending out letter to certain individuals telling them they've hit a limit and need to cut back on usage or face disconnection.Desired Settlement: I wish Verizon would either be clear in their Terms of Service about how much one can use or stop advertising unlimited internet usage.

Business

Response:

[redacted] has been in contact with Verizon’s Product Manager [redacted]. Verizon’s Terms of Service which are accepted by each customer when their FiOS service is established states in Section 4 subsection 3 that, “You may not exceed the bandwidth usage limitations that Verizon may establish from time to time for the Service, or use the Service to host any type of server or use it for high volume purposes. If a violation of this section occurs, it may result in bandwidth restrictions on your Service or suspension or termination of your service.”

[redacted] advises he has spoken to [redacted] several times regarding this matter and advises that [redacted] falls into the high volume user and was notified if it continued his service would be suspended.

The Verizon Internet Terms of Service that is applicable in this case is attached and highlighted.

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:

[redacted], I thought you told me that Verizon FiOS has unlimited usage. Apparently this is not the case as you cleary point it out in ToS.

I will NOT allow Verizon to threaten me or anyone else when they have promised service in their advertising which do not agree with ToS.

I would like Verizon to acknowledge their advertisement is misleading and false. I was sold service under false pretenses.

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

Sincerely,

Business

Response:

As with anything advertised as unlimited, there are thresholds in place for the few people who will push the limits of the offer. Most Verizon customers enjoy unlimited data usage however, the Terms of Service clearly state that excessive usage will be identified and may include suspension. You were identified as an excessive user. Your options are to decrease your usage, select a higher usage Verizon Business Service or to terminate services. This is Verizon’s Final Response regarding this matter

Review: I have a written contract with Verizon from an authorized representative stipulating total cost, with all taxes and fees, of $150.50/month. This written contract was the basis for me to switch services from [redacted] where I was paying $169/mo for comparable services. After spending countless hours on the phone, a supervisor told me the charge should be $225 for the services I am receiving but she would credit me $75/month total times 48 months (the 2 year term of the contract) for there difference between the contracted rate and the rate I "should" have been quoted. Yet, my monthly bill is over $330 per month and I can't waste any more time trying to get them to honor their agreement.Desired Settlement: They honor the written contract of $150.50/month for 2 years for all services inclduing taxes and fees.

Business

Response:

The case was sent to the business billing team.

On 9/**, specialist [redacted] called and was advised that the customer is not in the office today.

9/**, [redacted] called and left a detailed message.

On 9/**, [redacted] called and was advised that the customer was not in today, but was advised that he did get the messages and would be calling today.

The attached letter was sent by [redacted], providing her direct number of at ###-###-#### should the customer wish to discuss this matter with her.

Name and Title: [redacted]

Specialist-Customer Service

Date: 9/**/13

Dear [redacted]:

I am sending you this letter because I have been unsuccessful in reaching you by telephone to discuss the recent complaint you filed with the Revdex.com about your Verizon business account. Please contact me at [redacted] by September **, 2013 if you still have questions about your Verizon business account. If I do not hear from you by this date we will consider the matter resolved.

Thank you,

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:

[redacted]NOTE FROM Revdex.com[redacted]

Consumer sent a copy of their contract.

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

Sincerely,

Business

Response:

Response:

The case was sent to the business billing team.

On 9/**, specialist [redacted] called and was

advised that the customer is not in the office today.

9/**, [redacted] called and left a detailed message.

On 9/**, [redacted] called and was advised that the

customer was not in today, but was advised that he did get the messages and

would be calling today.

The attached letter was sent by [redacted], providing

her direct number of at ###-###-#### should the customer wish to discuss this

matter with her.

[redacted]Update[redacted]

The rebutted case was sent back to the billing team.

Specialist [redacted] attempted to reach the customer several times. She also sent the customer an email.

10/** The customer responded to her email advising that she is out of the country until 10/** and [redacted] could contact her

via email.

10/** The attached email was sent to the customer.

There is no credit due on this account. The customer did provide the sales

agent application that has $150.50 written on it stating includes all fees

& taxes. The customer was with Verizon from 2/** to 8/**, 180 days (6mos).

If we re-rate the bills to that rate, the customer would have owed us $903.00

($150.50 x 6 mos). The total payments that the customer made to this account is

$712.18 ($324.11 + $327.10 + $60.97). The balance on this account is zero.

Review: There is an account on my credit report that I did not open, I called Verizon to find out what it is and its my mothers address, I requested a explanation of charges and they could not provide. I [redacted] with my mother and she said she returned equipment and paid the account. I have called Verizon over 15 times trying to resolve this and this is sitting on my credit report. I have never lived at the address in NJ that this account is from. I have requested proof of what is owed so I could have my Mother pay the balance. I was transferred over and over and over again and explained the same story to every customer service person. I did not authorize account and need to know the charges that are owed on this bill so I can clear thsi from my Crecit Report, this has caused me a huge problem with getting credit. Verizon cant even tell me the charges. I need this cleared up and removed from my report. I disputed with the credit agencies with no luck. How can a company operate like this and not give an explanation of charges, I have explained my story to at least 15 people over the past severla months and its so frustrting making no progress. I also [redacted] with collections who offered a Settletment at $254, but could not tell me what the charges were!!Desired Settlement: I need to get an explanation of charges that my mother owes if there are any, at this point they should correct balance to $0 . I also need to have this removed from my Credit history as I do not live at that address and dont own the account and have tried to resolve for almost a year now!

Business

Response:

Response:

The case was sent to the billing team. Records indicate account #[redacted] is a final account with outstanding balance of $507.54, and is a pending sale. Account has been credited reported.

On 9/**, specialist *. [redacted] with the customer who requested duplicate bills be sent to her to: [redacted].

[redacted] arranged to sent the 7/**/10 - 8/**/10 -9/**/10 -10/28/10 -11/**/10 bills. The customer advised that her mother used her

information to establish this service and she is not going to press any charges. She will review the bills and will make payment. The customer will

contact [redacted] if needed after the billing review.

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]

Please see attached.

The following is a list of events that took place with Verizon up to this point:

On 09/**/13 I opened a complaint with the Revdex.com.

On 09/**/13 The complaint was assigned ID #[redacted]

On 09/**/13 – I [redacted] with [redacted] who did not have a copy of the bills, but told us that she would have

them mailed to us and we would have within a week.

On 10/**13 – We received the bills – We reviewed them and tried to get more info from my mother, but really didn’t get anywhere other than her disputing that she owed Verizon that kind of money and never received bills from them stating this. On 10/* – We called [redacted] back to discuss, she returned our call on 10/**, we returned her call also on 10/**, she returned

my call on Friday 10/**/13. I discussed the bills and explained there was $237 in phone service and $270 in a termination fee, I offered to pay for the phone services if they would redit the termination fee and also asked if we could speak with someone from the Credit reporting department because this was not my account. She said she would transfer us to someone who could help us with the bill and than they would transfer us to someone from the Credit reporting dept.

I was transferred and [redacted] with the Billing representative on my behalf, we explained the situation and she

said she would help us out and then transfer us to the dept who reports the information to the Credit Department. She said she was going to take the payment and then credit the termination fee, she even offered a payment plan for the outstanding payment, [redacted] offered to pay the full amount of $237.

She took the payment and then said she would get someone on the phone to help credit the termination fee. At this point we were transferred and we had to give all the information again. (There is an actual charge of $241.04 on [redacted]’s debit card)

The new person in billing took all of our information and said she can’t credit the $270 because she does not even see it and that all she can see is there was one bill that went out in 2010 for $190 (Approximately). She did see the $237 payment, but she said it was more than what she can see was owed. She is also not sure why they transferred us to her. She than put us on hold and said she will get someone from the correct department, we asked what dept are you , she said billing. We waited on hold for a several more minutes and then she transferred us, we went through the story again and she said sheis not sure why they transferred us to her, there was nothing she could do or see, at this point we were on the phone for approximately 55 minutes and hung up and called back [redacted]. We left a message for [redacted] on Friday and told her we needed a call back today (Friday), she did not return the call, I also called her this a.m. and we have not heard anything back.

Here is what I am requesting to close this complaint:

They need to make sure what was the actual past due and that we didn’t over pay, which it looks more and more like my Mom may not have owed this money. I would like the $270 to be credited immediately so there is a $0 balance on the account, if additional moneys are owed from [redacted]’s payment we would like that refunded.

I would than like to speak to someone from the Credit Reporting Department so I can have this completely removed from my credit report as discussed.

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

Sincerely,

Business

Response:

Response:

The case was sent to the billing team.

Records indicate account #[redacted] is a final account with outstanding balance of $507.54, and is a pending sale. Account has

been credited reported.

On 9/**, specialist *. [redacted] with the customer who requested duplicate bills be sent to her to: [redacted],

[redacted] arranged to sent the 7/**/10 - 8/**/10

-9/**/10 -10/**/10 -11/**/10 bills. The customer advised that her mother used her information to establish this service and she is not going to press any charges. She will review the bills and will make payment. The customer will contact [redacted] if needed after the billing review.

The case was sent back to the billing team. [redacted] with the customer again. She issued a

$270 courtesy credit for the Early Termination Fee (ETF) billed on the 11/**/10 bill. The balance on the account is currently zero. The customer wishes to discuss the credit reporting issue so the matter was sent to the finals team.

Records indicate that account [redacted] was not a settled account..Final bill of 12/**/10 was for $509.02; adjustment of $1.48 was made in 05/**/11; payment of $237.54 was made on 10/**/13 and remaining balance of 270.00 should show in November as an adjustment. 10/[redacted] with the customer and advised that we will update the account with the credit reporting agencies as paid, but we are unable to remove from the report.

Review: I have not received my refund of $42.Desired Settlement: My refund sent and my online account access closed immediately.

Business

Response:

Thank you for referring [redacted] complaint concerning a refund due from Verizon, to our office for review.According to our records, a Verizon representative spoke to [redacted] on January *, 2016 and explained Verizon's refund policy. [redacted] disconnected service on November *, 2015 and she received her normal billing statement dated November **, 2015 issuing credit for any charges billed after the disconnection date. On December **, 2015 her closing statement was generated indicating a credit balance of $42.33. The Final bill will generate on January **, 2016, and five days later a refund check will be generated.

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 find it unacceptable to wait 3 months for a refund. This company would never tolerate waiting 3 months for a customer's payment. This is ridiculous. They also advised me that they would not close my online access to my account until this 3 month wait for a refund was processed. Somehow this is even more ridiculous. It's simply disabling an online access. I want it disabled immediately!

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

Sincerely,

Review: I've being a customer of verizon fios for almost 2 year. THe cable service is satisfactory. But the internet service which is the reason that drove me to leave [redacted] cable internet services to go to verizon. Beside from the first 2 weeks of delivery of service, I had never received the product i've been paying for.

I selected the Internet package that verizon offer of 50 megabit download stream and 20 megabit upload stream. Apart from the first 2 weeks of service which I recieved the full 50 megabit of download speed I had not received the service i've being paying for. I had call an uncountable amount of time and filled enumerable amount of complain with them and my problem has not being fixed.

I use internet to work since I work in a Medical Facility as Medical Application analyst dealing with live patient data, and this internet is preventing me from doing my work properly. At the beginning I bear with the problem since I had a different kind of cell phone which allows me to tether and allows me to use the cell phone internet on my computer which was enough for me to do my work. But since I replace the phone this option went out of the windows.

The first 1 weeks I received the full 50 megabit down 20 megabit upload

after that I have only been receiving 3 megabit download speed not even 10% of the agreed speed

I have little to no faith in their technical capabilities to resolve the issue so I just want a refundDesired Settlement: At my current point I just want a refund for the complete time I has been a member of this service

Business

Response:

Per Verizon repairs . [redacted] line was repaired on 09/**/13. Repair tech was dispatched out on trouble ticket [redacted]

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]

Where is the report of the network flow from my end at peak time when it get the worse

From about 4:30 pm to 1 am

When it get a little bit usable but still at 8 megabit is far away from the 50 megabit which I've being paying for and had not receive.

I don't know how the technician fixed the problem if there wants a technician at my home on that date

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

Sincerely,

Business

Response:

Per Verizon records, repair has called [redacted]

several times to resolve this issue. [redacted] has not returned Verizon's

calls. A call me letter was mailed to [redacted] on 10/**/13 with the local

manager's name and telephone.

Review: I originally scheduled for my Verizon Fios service to be cancelled on Tuesday, June *, 2015 but I called Monday, June *, 2015 to cancel the original cancellation because I wanted to continue my services for a few more weeks. When I spoke to the representative, she told me there was no problem and my services would continue as normal. When I arrived home on Monday, I had no internet. My router said that there was a signal but when I tried to connect to the internet, the browser window said "No response". I called customer service and spoke with 3 different representatives for a total of about 2 hours, each time having to explain my issue again because the previous representative would just transfer me. 1 representative told me that the cancellation request actually went through and another one told me that it was a technical issue with my router. In the end, I was hung up on and later that night, received an email on my phone stating that they will be sending me a new router in the mail. Tuesday and Wednesday I called to find out what was going on since my television and phone were still working so I didn't understand why my internet wasn't. The only answer I kept getting was to wait for the new router. Yesterday (Thursday), I received the router and followed the instructions that came with it. I still had no internet service. When I tried to call Verizon, my house phone line was not working, so I called them on my cell phone. I explained to the representative what was going on and that now I still had no internet or a phone line. Again I was transferred 3 different times, having to retell the issue each time. The last representative that I spoke with that day said that the issue was that my internet was disconnected but he would work with the correct department to fix my issue. 45 minutes later, he said that everything should be resolved once I activate the new service through their website. When I went through the activation process through the website, the internet was finally working but my house phone still said "no line" and when I dialed it from my cell phone it said "this number is not in service". I called Verizon again today when I arrived home from work. I spoke to a representative in technical support for about 20 minutes only for her to tell me that the problem is that my phone line was disconnected so there is nothing she can do to help me. She said she will transfer me to customer service so they can restore my phone line. When someone from customer service finally picked up, I explained to him what the issue was and how I was frustrated that no one is trying to fix the problem. He said that all of my information is coming up so he will transfer me to technical support. I told him that I was just transferred from there and the representative said it's not a technical issue so customer service has to resolve it. He said "I just told you that I brought up all of your information so what makes you think she isn't lying to you?" I couldn't believe how rude the representative was being. I explained to him that it is not right that no one was trying to assist me and said "Can I please just speak to a manager?". The representative, without saying anything else, put me on hold, then dropped the call. After trying to calm myself down from how upset that representative made me, I called back and AGAIN explained the whole situation to yet another representative and he told me that he would have to consult my situation with another department. I said "Please don't hang up on me. I've been through a lot of frustration since Monday and all I want is my services back to normal." He asked me for a number that he could reach me at in case the call was dropped. I gave him my cell phone number and he placed me on hold. I waited on hold for about 10 minutes and AGAIN I was hung up on. That was an hour ago and I have yet to receive a call back. I am completely disgusted with the horrible customer service from Verizon. As expensive as their services are, you would think that they at least would care about their customers. I am in tears from the frustration they have caused me.Desired Settlement: I don't think that I should be charged for the services that I have not had because of Verizon's error. Had I known that this whole situation would occur, I would have just went through with the original cancellation.

Business

Response:

6/**/15 - phone order is complete, profile was updated, test call on 6/**/15 was successful. [redacted] was back billed when the phone was terminated. Will follow-up on the June bill to make sure credit was given. [redacted] was also given a 1 week credit on data/TV due to outage. Total credit $34.39 which will be on the June bill.

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: First problem was that I read an ad for $34 for 50/50 service

When I called to order that service I was informed that such service was not available in my area , a major metropolitan area. I would have to pay an extra $12 per month for that service. I ordered the service

A few days later prior to the installation date I changed my service from the original order to a less expensive order prior to thee installation. I viewed my bill and the amount was for the original order and not the revised order.

On the day of installation ,the technician informed me that I was receiving the service of the original order at the same price as the revised order. these services are listed as 50/50 and 100/100. So I was getting the 100 for the price of the 50. The technician included that everyone was getting the 100/100 even though they ordered the 50/50.

I just talked with customer service and they would revise my bill for the 50/50 price and reduce my speed to that 50/50 .

I feel that I should be receiving what the technician told me I was getting . Verizon will not fulfill this .Desired Settlement: the service the technician told me I was getting at the price I was told I was paying . Plus they should remove offers that do not exist .

Business

Response:

Good afternoon, I spoke with the claimant on 12/2 at around 2pm. We spoke at length of his complaint and I explained that we would not give him 100/100 speed for the price of 50/50. I advised that I spoke with the tech and he was simply stating that everyone is now getting 100/100, as in this is the speed the majority of our customers are ordering. He did not state that it would be for the same price, nor will the claimant state that the tech mentioned it was for the same price. This misunderstanding is what led to the complaint. Claimant did eventually agree to have his speed lowered to 50/50 in order to receive that pricing. He also requested information on if he would be refunded the cost of the Verizon router he purchased. I stated I was unsure but could have my contacts find out. The claimant called back about 20 mins after our conversation and advised me that he did not want any changes on his account and that he was not satisfied with the resolution. He would only be satisfied if I were to grant him the 100/100 speed for the price of 50/50, I stated that would not be done. He will continue to pursue the complaint until he is granted a resolution he is satisfied with. He also did not want me to find out about the refund for the router, stated he would find out himself. No changes have been made to the account per his request. Additionally, our position is final in regards to granting 100/100 speed for the price of 50/50.

I recently viewed a verizon fios commercial depicting a black man talking about how easy it was to switch to fios and have it scheduled when he asked. the doorbell rings throughout, its his white lawnboy curtis who's says he's there to mow the lawn and there's snow on the lawn. the black man reminds him its February and suggests it time he change some other things!

i'm so offended by the commercial I want verizon to know that I won't switch from cable just because of it. all things being the same between what I have with cable and what they offer I now know that verizon's commercial executives believe it's more important to appeal to the black community and insult the white community. fine, lets see how that goes in the long run.