Verizon Communications

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: 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 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.

I had FIOS installed in September 2015 for TV, Internet, and landline phone. The install resulted in damage to a wall around an electrical socket that had to be replaced. The Verizon tech called in for a repair. Twice the repair contractor didn't show up when scheduled. Since then, I have had to call numerous times, waiting through endless bad music and getting different stories from different agents, and the wall is still not repaired. One excuse was that "they" called twice and I wasn't home, so they closed the work order ticket. Several times I was cut off; only once did an agent call me back. Each time I had to go through the whole Verizon phone tree and be transferred to other services. It's a month later and I'm still trying to get this repair scheduled and done. I will say that by and large the "live" agents have been polite and pleasant and a number of them have tried to be helpful, but the follow up hasn't happened.

Switched to Fios tv in attempt to save money by bundling all services. During all corespondance it was never mentioned that specific outlets would be needed to get the service. We were told that we absolutely qualified for self instillation. We were asked about outlets once and they were told we were connected on the televisions we were interested in having a box on through a cable provider. We asked many questions including what the bill would be. They never informed us there would be further charges for the first month to add an additional service. We only were informed after agreeing to the service and received an email showing the estimated monthly bill that included what our February bill would be and it reflected the "Change in Service" fee that was broken down to Service added and service removed. We did not remove any services. We kept the phone and Internet as it was and added their Fios tv service. When we went to pick up the equipment we were given no directions, set up, or instillation guides and only received an email later in the day with a link for set up that when we tried to go to the website it was a 404 error and did not work. We called for activation help and were only then after errors came up were told only the one tv would have access because a specific coax outlet would be needed to connect to the boxes. We were the told a technician could be sent out to install the needed outlets but it would be for yet more charges. When told that we had never been told about the specific outlets the technical help apologized and said they could call us to connect us to billing to discuss further. When that was done after a short explanation we were put on hold then abruptly disconnected. We had to call back and speak to yet another individual and were told they were sorry and we would be contacted with a follow up call which I requested to be done this evening but never received as in trying to resolve the problems this went into the late evening.

I use Verizon DSL. I do not get the connection speeds promised but I have given up getting any satisfaction in that department after 8 years of bad service and there are no other internet options for my address. Verizon has now decided to interfere with my email by screening a personal message to my brother as spam. He uses gmail; I use my RCN mail account that I have had for 15 years and have maintained.I do not even use my Verizon email account. I find this an unwarranted intrusion into my privacy. Will they be tapping my phone line next? Since they don't take customer complaints I am turning here.

For two years I have been dealing with DSL dropping out. Other than [redacted], there isn't much I can turn to being on disability and a fixed income. Since 2014, they have replaced the wires in my house, the wire from the house to the telephone pole, have switched the connection at the switch gear 3 or 4 times, and sent out a new router. Their excuses are getting old. Two years of frustration is long enough. I am disabled after having 6 back surgeries and I am on my computer constantly.... I will be canceling anything I have with Verizon, including my cell service....

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.

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: 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: Having recently moved back to [redacted], and desiring fast internet speeds, I contacted Verizon (1/**/2015) who advertise their fiber optic (FIOS) network as vastly superior to cable. I contacted a sales representative who was extremely aggressive at making a sale, warning me that if I hung up the phone to take the time to talk to my girlfriend that I would be forced to start the long setup process all over again. Eventually I agreed to the internet/phone package.

Days later the equipment arrived. I had been under the impression from the sales representative that I would be getting cable internet. In fact, the setup was for DSL, which is too slow for my purposes. I called Verizon again, explaining the situation and saying that I wanted to cancel service. I was assured that I would get a full refund upon returning my equipment, which I promptly did.

A month later, I received a bill for $119.13. The bill reflected my returned equipment, but no change in service. I immediately called Verizon, who told me my landline phone plan was still active. They said they could cancel the phone plan but to resolve my billing issue, I would need to call financial services. I did this the following morning.

Financial services told me that because I had cancelled, I would not be charged for the next month, but I would receive a final bill for approximately $60 for the first month of phone services, and that there was nothing I could do about that bill.

I have not yet paid any bill - I feel the company used a bait and switch tactic to lure me in in the first place, then used high pressure sales techniques to push me into purchasing a package I wasn't interested in, then were unclear about the nature of my refund (me being under the impression all services/charges were to be nullified). In addition, I never had any interest in a land line, nor had I ever used one during the supposed 'service'. In fact, I thought the issue was completely resolved after the equipment return.Desired Settlement: I would like all charges removed.

Business

Response:

We contacted customer to apologize for the problems and assured customer theaccount will be credited in full. We are following up for the final bill torender to issue the credit. We will follow up with the customer once the creditis issued as well. Weappreciate the customer 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: I ended services with Verizon on 12/*/2014. I mailed a check with the balance the representative told me I owed. Verizon never received that check.

I never received any further communication from Verizon that they did not receive payment or that I owed them any money. Honestly, I didn't notice the check didn't cash until this week. It wasn't until I received a collections notice from an agency that I knew they didn't receive it. I called Verizon and they stated they don't send out any statements, only a final bill. Which I received but knew I had just mailed a check so I did not do anything with it. Then another representative called and said "oh no, we send out statements, we sent one in February." There is no proof this was actually mailed. Also, sending one statement and then sending a customer to collections seems a bit harsh to me. I paid the balance owed immediately once I knew I owed it. My problem is they never notified me I owed it but just immediately sent it to collections. I have requested that the collections agency tell me when they received my information from Verizon, and they have not responded.Desired Settlement: I would like my credit report fixed. This should not have gone to collections. All it required was one phone call from Verizon, one email (which they have on file) or a piece of mail saying that I owe them. I got nothing.

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]

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: 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 signed up with Verizon's internet in late August and since then I've had to make calls every month having to change my billing. I agreed to the amount of $55.67 for the first 3 months and $35.68 for the remaining months. Every time I receive my bill, it is always $5 in addition to what was promised. I find out Verizon was masking the additional charge in the internet price of $29.99 instead of the initial price of $24.99 when I signed up to Verizon services. Every month I would call and every time the representative admitted to the mistake, credit me the $5 and ensured me the problem would not persist.

In December, the bill did not change and the representative I spoke to prior said it would take up to 30 days to see the changes. My bill is due on the [redacted] of every month and I paid the $35.68 even though the bill says 40.68. I received my bill for January and it was $52.68. I called the representative on 1/*/16 explaining the problem I've been having. The charge was $5 for late fee due to the billing not changing and I paid the $35.68 on 12/**/15, $7 for fees and taxes but the email I got confirming my order already had fees and taxes included, and the $5 up charge of $29.99 on the internet that still has not been resolved. The representative I was speaking to put me on hold and after a few minutes I was sent back to the automated menu and was unable to speak to another representative because it was after hours by that time.

On the Same evening, I used [redacted] hoping Verizon Customer Care would help resolve the issue. Not only is it not resolved, the representative from [redacted] asked if the internet was the only service I was using and I said "yes", he responded with the reason for the $5 additional charge was due to “a fee for the standalone service”. The [redacted] representative said my internet pricing is $24.99 when the representative I spoke to earlier on the phone said it was $29.99. The [redacted] representative said it was a miscommunication and that the other representatives credited me as one time favor for the issue. I know it's not a miscommunication if I have called more than once with every representative I've spoken to on the phone admitted to the mistake. I never agreed to the additional charge nor was I ever informed about the change. The company has recordings and history of my calls and nothing continues to be done with this issue.Desired Settlement: I would like to be charge the amount I signed to which is $35.68 in total. I don't want to continuously stress every month of having to correct my billing.

Business

Response:

According to our records, a Verizon representative spoke to [redacted] on January **, 2016, and explained that we had a display error on the confirmation of her rate, causing it to be 5.00 less than what was actually billed. The representative added a $5.00 discount for 24 months to honor the price [redacted] was quoted. Credit was previously applied to [redacted] account. Going forward the estimated monthly bill is $35.68.

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 have been waiting patiently on Verizon to patch a hole that was drilled in my home siding on December **, 2015 when phone and internet service was initially installed. I have reached out to Verizon several times and have spoken with several individuals concerning this matter and as of today, February **, 2016 the problem has not been resolved. I spoke to Ms. M[redacted] Turner on February *, 2016 concerning this matter and she informed me that she would have someone from Verizon come by to take a look at the problem. Mr. S[redacted] from Verizon came by on February *, 2016 and stated that he would have a technician come out to patch the hole. I left 3 additional messages for Ms. M[redacted] Turner regarding this matter and have not received a response. I called Mr. S[redacted] again on Thursday, February ** and he stated that he thought the issue had been resolved but he would get someone to come out immediately to patch the hole and rectify the problem. I’m still waiting for that individual to arrive. At this point, I am really dissatisfied with Verizon not showing the ability to follow through with their promises. By now I feel this matter should have been resolved.Desired Settlement: My desired outcome is to patch the hole that was drilled in my home siding.

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 wiring came into my area and I had to change to upgrade because I had old wiring. I did this through a promotion that Verizon was giving me and told me there will be no charge. On this month's bill there is a charge of 123.32 for a change of service. I called Verizon twice to dispute the charge and was told by Nancy M[redacted], a supervisor that they gave me all types of channels and this was a legitimate charge. I also did a live chat and got nowhere. I do not want this to happen to others and this is bad business on Verizon part. I was also told if I want to terminate my account which I have had for over 15 years I would have to pay 230.00.Desired Settlement: For Verizon to realize that this is an error and give everyone they charged this money for a change in service when it was not.

Business

Response:

Please be advised Verizon spoke with [redacted] April *, 2016 who was disputing the $132.81 change in service charge. We explained it was not a onetime charges, but instead the prorated for the new billing. We issued $5 credit for late fee on the March bill. She was satisfied with the resolution.

We trust this provides your office with the information required in this matter.

Thank you,

Ms. M[redacted] Sr. Analyst

Verizon Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but have no choice and the matter has been resolved.

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: 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 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.