Verizon Communications

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 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: Verizon has the worst customer service representatives and always increases our prices without warning.

I have been a loyal and valuable customer with Verizon on and off for several years now and still do not see any improvements when it comes to their customer service and billing department. On November [redacted] 2014, I was on the phone for over an hour with Verizon and spoke with two different people and still not get the situation rectified. We moved on February [redacted] to a new address. We have always had a month to month plan and only paid $89.99 for 75/75 internet speed, Extreme HD and regular phone service. I have all the emails for my records as proof. My husband and I changed our package to a lower speed because our prices were suddenly changed and we began getting charged for installation charges that were supposed to be waived. Our price went from 89.99 to now $179.99 a month with taxes. We were never contacted or sent any correspondence that our services would be changed or increase yet I was told by [redacted] in the rentention department that Verizon can change prices at any time when you are not in a 2 year agreement with them. We were never told this. We refuse to pay 179.99 when we will only paying 105 a month if that. Both reps that I spoke with on November [redacted] were rude and inconsiderate and constantly cut me off in mid sentence to get their two cents in. I either want a refund of all money that was paid because of this increase, Verizon to put our services where it was at first 89.99 or cancel our services. They are ridiculous with these prices.Desired Settlement: They either change my package back to the original price of $89.99 that I was previously paying or cancel my service and lose a valuable customer.

Business

Response:

A Verizon billing representative made contact with [redacted] to address the complaint. Upon contact, the representative reviewed all orders placed from September **, 2014 through November **, 2014. Upon review, the representative noted some of the orders were placed online by the customer, changing the television plan, resulting in the increase. The representative explained to [redacted] without a contract the account is subject to normal rate increases. In an effort to assist with reducing the bill, the representative informed [redacted] $30/12 month discount can be added to the account to reduce the bundle rate from $139.99 to $109.99 (less taxes, fees and equipment). The representative informed [redacted] any changes made within the 12 month period to the television or data services will result in the lose of the rate and she will not be able to retain the rate in the future. Additionally, the representative confirmed the returned equipment is received in Verizon's warehouse and the unreturned equipment fee will be removed from the billing profile within 30 days. Also, the customer expressed interest in establishing a payment arrangement, which was cared for by Verizon Financial Services. [redacted] had no further concerns.

Review: I was looking for new customer deals for Verizon fios internet for my parents. I went to the Verizon website and entered their [redacted] address in order to find deals at their address. All of the deals that were shown proved too good to be true, since when you clicked on them to order it changed the price to another significantly higher. For instance, for their 25MB internet, the deal was showing $39/mo. for customers with fios previously installed in their home, and after clicking on the order button the price changed to $74.99/mo. It was very clear that the advertised prices and services were those that should be available for the address that I had already entered, so this is substantially wasting customers' time to switch the price much higher once the customer wants to order.Desired Settlement: I would like to order the $39/mo. service as advertised if possible, and if not I consider this bait-and-switch pricing and hope Revdex.com will litigate against Verizon so that other customers are not also fooled and/or waste their time.

Business

Response:

Verizon made several attempts to contact the consumer to address the complaint, without success. Several detailed messages were left via voicemail encouraging the consumer to make contact for assistance, to date, contact has not been made. The consumer is asked to call ###-###-#### for further assistance. Verizon will gladly assist the consumer upon contact. A Please Call Letter will be mailed to 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:

I am currently in email communication with [redacted], a customer advocacy liaison from Tampa Fl, and she is reviewing the screenshots I sent her by email. The issue has not yet been resolved but I believe she is working on it. I also got the voicemail and number that was listed in Verizon's response but did not call them back because I was already in communication with one Verizon employee and thought those notes would be passed on by them internally.

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

Sincerely,

Business

Response:

According to record, a representative informed [redacted] via email of the service order issued for new service for his parents effective December **, 2014. Details of the service and pricing were submitted to [redacted] via email. [redacted] was provided contact information for future contact, if necessary.

Review: My daughter is a special needs child because I had the [redacted] when I was pregnant with her she has [redacted] that are undeveloped when need a phone serviceDesired Settlement: I have filed over five complaints with the fcc and won and money was taken off my bill I have spoke with rude people at 1800verizon that have treated me like I was garbage the last time I did speak with a internet techian at 1800verizon he was nice the time before that was not nice at all I don't know when my internet service will be up and keep going my phone line when I call my dad has a phone ringing on the other end and know added it sounds like people are answering the phone and hanging up I could be talking to someone and a strange sound comes on the line that I have no clue what it is I just starting telling people you call Verizon I have tried my fuse from the fuse box in the main off has been disconnected three times even after I pay the bill the executive complaints department we are limited on what we can do we can only give you so much off your bill we could never give you free phone service then I was accused by [redacted] and executive complaints department that I was only in it for the money if I took them to court that is one reason why I did not go to court they don't look at the fact it has been a on going battle for them to fix the problems for the last five years but that makes no difference to them my services work when they want to and I sign a deal with us celluar to have there home phone service but I can't get it collected because my servicer only works when it wants too I did with the techian told me to twice and it still says not collected to server then they disconnect my services because I don't pay the bill look into my records someone ain't doing there job I was told my executive complaint department personal and angela shackford any phone calls made to Verizon you don't have to pay for when I called the 212 number and left messages I got billed for it and that is Verizon I have a special needs child and I need a phone service my dad's credit paid for the last to Verizon bills mastercard since Verizon don't want to fix the I received an email three weeks ago stating if I did not pay $202 my services would be disconnected so I paid $100 and then it said I only owed $158 so three weeks later they decided to disconnect my internet service because I owe $102 and they need there money immediately I went on twitter and let them know my on going issues with Verizon asking them to send me someone who cares about my issues and my phone situation and no one ever called I messed up twice but I am not rich and I keep on paying for service that does not work the only thing that has worked from my Verizon service is my [redacted] and to tell you the truth I am not expecting that to work soon it has been an on going battle to get this stuff fixed for more than four years and I want respect and the issues finally gone I am asking for free phone service and a check so I can pay my dad back for the times that he has paid the Verizon bill the people who treated me like trash and for the people that said I am just in it for the money without even looking at my record and past history I don't want the same people calling me that don't give a crap about my home phone situation and I want someone who cares and is willing to fix the problems once and for all. I am paying for service that is not provided.

Business

Response:

Please be advised Verizon has reviewed the concerns [redacted] questioned in her complaint to the Revdex.com. We have confirmed all payments in question have been applied to the account and no [redacted] charges appear the Verizon bill after 09/**/14. Our investigation found that the combined billing stopped either due to a system issue or possible changes in the phone service prior to that date. [redacted], Verizon’s [redacted] counterpart has spoken with [redacted] and advised that the charges reflected on the separate [redacted] bill are accurate and will need to be paid to [redacted] directly. The balance will need to be at zero and then Verizon can put in the request to combine the account again. During the previous investigations [redacted] was charged for calls to our office and those charges have been credited. Verizon [redacted] has been in touch with [redacted] concerning the service issues she has experienced. We have dispatched a technician that was unable to locate a problem with the Verizon Network. We are sending a second technician at her quest and will follow up after that visit as well.

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 bec

One in the resolution Verizon admits that I did not make the changes to the account second when I spoke with her on the phone I told her that Verizon should pay the [redacted] bill and I also told [redacted] I was trying to get Verizon to pay the bill and that was not even mentioned in the resolution I told Verizon that I did not think it was fair that they made unauthorized changes to my account for third time which they admitted doing they told me that they would investigate and let me know if they would pay the [redacted] bill they did not they gave me a bogus phone number to get back in touch with them I want the [redacted] account cleared and Verizon made the mistake that I had no clue happened until dec Verizon needs to straighten the bill to [redacted] they did not do there investigation if they had they would have cleared the issue up by now and I am asking for free phone service internet and [redacted] service please let Verizon know that they should do an investigation start back in aug with the fcc then start in sept where they screwed up my [redacted] account please note that I would like the issue to taken care of by dec ** they please look into the fcc records this is not the first time it has been an on going battle with me and Verizon for the last four years please investigate and you will see I am telling the truth no I do not accept Verizon resolution so investigate and come up with a new one

Please let Verizon know to fix my [redacted] bill by the [redacted] of December. I can not afford to pay a $500 [redacted] bill. [redacted] is scheduled to come out on Dec. **. If I have to get dish then I will be seeking cancellation fees for early cancellation of my [redacted] service. I have not had any issues with [redacted] and I have been a customer since 2011 up until now. [redacted] has been good to me and my family. If Verizon can pay the $277 then I can stick with [redacted], but they have to pay it buy the [redacted] of December. Please note that they did admit to changes my services without authorization to the Revdex.com. Please forward this to Verizon.

Sincerely,

Business

Response:

Please be advised that Verizon has reviewed [redacted]'s additional concerns. After review of these concerns, Verizon's response remains unchanged. Verizon's billing is correct and no credits are warranted. Verizon's records show [redacted] made changes to her service in August of 2014. Based on the information provided from Verizon's [redacted] counterpart, this may have resulted in the Verizon and [redacted] billing being separated or it may have been a system issue. With either cause of the separation, Verizon cannot credit charges for another service provider for the services they provided. Any dispute regarding the separated [redacted] bill would need to be addressed with [redacted] as well as any inquiry into an Early Termination Fee adjustment.

Review: I have cancelled 3 months promotion service and in October **, 2014 I got a charge of $29.95. I have called on 11/[redacted] to Verizon Cst Srv and I spoke with [redacted] I was told that Supervisor will call me. Until, today I did not received this call from Verizon Supervision. I was told by [redacted] that they charging me no service fee. My service was never disconnected I had TV service and Verizon received a payment from me on 10/[redacted] but for some reasons they just trying to add additional not reasonable fees to the bills.Desired Settlement: refund of $29.99 to my account

Business

Response:

We spoke with [redacted] and explained her Aug bill was due 9/*. Balance owed was $61.61. Her service was susp 10/** for non-payment. She paid $77.99 on 10/** which restored the service. The restoral charge was billed for $29.99. [redacted] stated she wasn't paying the charge and hung up. The charge is correctly billed and sustained.

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 do not agree with this respond. The Person who called me ([redacted]) was over-talking on me and she doesn't want me to talk, arguing with me on the phone on [redacted] day after [redacted]. My service never was disconnected and I have made a payment . This fee shouldn't be applied to my bill. We do not resolve anything.

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

Sincerely,

Business

Response:

Tell us why here...We contacted [redacted] and advise about the suspension on 10/**/2014 for 61.61. [redacted] refused the fact that account was suspend for non pay & denied receiving any form of notification regarding the delinquent balance & suspension. I have issued a credit for 29.99 for the restoral fee for customer satisfaction.

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: Approx 2 years ago I called Verizon Fios and asked a service rep if I owed any more money on my account prior to cancelling. I was moving to a new area which Fios was not available. The rep told me I owed no more money at that time. I then closed my account and handed back in all my equioment. Come to find out I actually owed approx $242 on account. I still am not sure how I owed that amount because I never received a bill from Verizon until a collection notice came in the mail. The collection company stated in the letter if I paid approx $145 that the account would be closed. I then wrote a check in that value and sent it to Verizon and it was cleared on 11/**/2014. Then approx 2 months ago I got ANOTHER collection notice from Verizon now saying I owe approx $97. When I called and spoke with a finance rep from Verizon she stated I owed Verizon $97 because that is the differnce of $242 and $145. BUT I never had a payment plan sent up. All I was told by original collection agency that if I paid $145 the account would be closed. The finance rep then did a 3-way call with the collection agency and myself and they stated in there system the account was paid and closed in full. I was told by the Verizon rep that she would close the account and pull back the NEW collection notice. I also asked to have the $97 due amount removed from my credit report, to which, she said it would be removed. Then on this date(4/**/15) I conducted a credit check and it STILL shows I owe Verizon $97!! I called them again and I spoke to numerous reps and they tell me I still owe the money!! HOW is this possible when I agree to a settlement and per their collection company the account was paid in full!!??? It is absolute ridiculous that I still owe the money and have to go thru all this mess when I agreed and paid the settlement. At one time I wanted their service again but this headache has just completely turned me away from doing business with them again.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the money owed of $97 removed from the account and most importantly I want this removed from my credit report. I want the account closed with a zero balance. Also I want it to show it was satisfied back on the date my check of $145 was cleared on 11/**/2014. And lastly, when the account is closed with zero balance I want a letter sent to my residence so I may document it. I satisfied my payment and to still be getting charged this amo

Business

Response:

Customer [redacted] had Verizon service under acct# [redacted]. This account is showing as settled in full and was updated with the credit bureaus 4/**/15 to a settled paid collection. The credit report can take up to 30 days to update. Verizon has no outstanding balance owed for this account.

Review: I currently have Verizon as my internet provider. I have a $49.99 bundle which is suppose to provide me with internet speeds that meet the criteria of that bundle. Since service has been installed I have not had a week of stable internet. I am required to restart my router multiple times so I am able to connect to the internet because it keeps dropping out. This issue has several problems including causing problems with my fiancé and myselfs school work. On many occasions my fiance has been kicked off turning exams resulting in zeros or a low grade. I have called technical support several times as well as having a technician to the house twice. The issue is still not resolved and when I call to be compisated because of the fact I'm not recieving what I am paying for they refuse and just keep saying I need to have a technician sent to the house which has already been done. I do want the problem resolved but I also feel I am legally in the right to receive compensation. It is appauling that a company is able to do this to people. I feel if I am paying for a service I should receive that service. Not something that is lower than what I am paying for.Desired Settlement: I would like my bill adjusted and I would like to be compisated for the lack of reliable internet and the problems it has caused with school. I would also like to contacted somehow by the company stating that my issue will be fixed

Business

Response:

I called the customer on 5/* & 5/* checking on status of service and had to leave a voice message. I advised the customer that I am going to permanently lower his speed to 5Mbps because the tests that I have been running said that its stable. Case closed.

Review: I called Verizon 6/*/2015. I have an e-mail stating that they will not withdraw money from my account until the [redacted]. So I called, to see if I could receive an extension. First person I talked to corrected me and said it wasn't until the [redacted] that it would come out of my account. I also explained that I had automatic with draw from my account.I was transferred to their financial department. I was told that I could have the extension on the date requested. I requested the [redacted] of this month, because I would not have enough funds in my account to cover the amount of my bill. I even have an e-mail stating that it was changed to the [redacted]. I hung up thinking things were fine.I checked my account this morning and the money had come out of my account. I called verizon again and was sent to the financial department. The first person I talked to told me that the date for with draw was the [redacted] of May. I said no, that is not true. I have an email stating that it comes out of my account on the [redacted] of June. I asked for a refund. She said there was nothing she could do. So I told her to transfer me to a manager.Finally after talking to the manager, she gave me a refund. However the refund will take 3 - 5 business days. This does not help me. I am now negative 40 some dollars in my account, and will accrue fee's. I was also apologized too for getting the wrong information. This does not help the fact that I am now negative in my bank account.If I would have received the correct information from the start, I could have called my bank and told them to reject that transaction. All I ask is for honesty. If you're honest that's fine, but you weren't and now I am out money, and will have charges on my account. I'm not sure how I'm going to get gas for my car to get to work.Desired Settlement: First, don't lie. If I wasn't lied too.. I could have called my bank.Second, refund me quicker than 3 - 5 business days. Now I will accrue fee's from my bank, leaving me still with no money and or in the red.

Business

Response:

The customer had Automatic Bill Pay. Printed on the bill statement. it states the date that the payment will be deducted from the customer's account. According to our records the customer spoke with a supervisor on June *, 2015 who reversed the payment and at the customer's request, the payment is scheduled to be deducted on June **. The customer is no longer enrolled in Auto Bill Pay. We are unable to cover any overdrafts as the customer elected to have Automatic Bill Pay. As we have been unsuccessful in our attempts to speak with the customer, an email was sent to the address provided with this complaint of the above information.

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: 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: Regarding verizon account# [redacted] When I agreed to renew my contract with verizon for tv internet and phone I was quoted a final monthly price of $104.84 for the entirety of my new contract -with no price increases for any reason !! I received a confirmation number for this contract quote.

apparently the verizon employee who confirmed this monthly final bill price of $104.84 made a mistake when quoting it to me - I complained to verizon and they agreed to stand by the price that their employee quoted me and not try and get anymore money out of me . they admitted their employee made a mistake and would accept that I was quoted a price for the life of my contract. every month since my new contract started my bills have been wrong - charging me more than the final price of $104.84. I have had to call verizon every month and receive a credit so my bill would end up at $104.84. my verizon account has all of these notes and credits listed - each month I am told that they will correct this so I do not have to keep calling in to get my bill to $104.84. I have had it with verizons reluctance to stand behind the contract price we all agreed on. today I had to call again because I was supposed to receive a credit of $6.19 from when I called on october *, 2015. I was assured then that I would receive the credit of $6.19 but I never did. I spoke with a supervisor John H[redacted] from the Lowell M[redacted]. verizon office. he refused to give me his ID # when I asked for it. he also refused to credit my account $6.19 as promised and refused to stand by verizons acceptance that their employee made an error when quoting me a final monthly bill price of $104.84 - even though he saw all the comments and credits on my account.

I paid the $6.19 today because I know verizon would charge me a late fee if I did not because of their poor customer service. so now I need my account credited $6.19 for what I was forced to pay today plus I want my monthly bill to have a final price of $104.84 for the life of my contract as promised by verizon. I also want to be compensated for all the time and effort I have invested in making verizon honor their contractual obligation to me.Desired Settlement: I need to have my account credited $6.19 for what I was forced to pay today plus I want my monthly bill to have a final price of $104.84 for the life of my contract as promised by verizon. I also want to be compensated for all the time and effort I have invested in making verizon honor their contractual obligation to me.

Business

Response:

We spoke to the customer and explained we can set up the recurring credit again that he was promised. We also gave him a 1x credit for 6.19 for payment he just made. We put the recurring adjustment for 6.19 back in the system. The credit is for 6.19 for 15 months. Customer satisfied. Case closed.

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.

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: 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: 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.

Have made repeated attempts to be reimbursed for an overpayment - we had returned a phone, but it was 'lost' in the postal system. Got [redacted] resolution almost immediately, but it's taken a full month to resolve it with Verizon (and it's still not done to my satisfaction). The first contact promised that all I'd need to do is contact Financial Services (my daughter was the one returning the phone, so she had to make the initial contact; they had to speak with me, because payment is handled through my bank), all had been noted in the system, and it would take minutes to finish. Not so. They had given me a phone number that wasn't accessible publicly, so I had to call Customer Service who wanted me to start the whole process over. It had already taken me a while to navigate their website to find a phone number; they've hidden it several pages deep. No, that information should already be in the system; I don't have all the particulars, my daughter has already provided them. They finally, after escalating to vehement requests on my part, gave me the Customer Service number in the same location as the number I'd been given. The person whose name I had been given wasn't available, but I was promised a call back from her that day, and if it couldn't be that day, the CS representative was supposed to call me back. Neither happened. I called again a couple of days later, DID start the whole process over, despite my frustration, and this time was promised that I would see the money in a couple of days. Did not happen. It's been 10 days and I've still not seen it. Called again and was told that the Financial Services rep would fill out the paperwork and forward it to the office that handled that resolution and it would be 5 - 7 days, I should see the money. NO, that is not acceptable. I had already asked to speak with the manager, asked to speak to HER manager, but I was told he was not available via telephone. EXCUSE ME??? YOU'RE A PHONE COMPANY! Asked for a complaint department; they don't have one. I'M FED UP!!! I need the money to pay other bills, I need to be the one earning interest on it, not them. This behavior borders on the criminal as far as I'm concerned. I cannot stop the service, I've been with them less than a year and I'm sure they would charge me for breaking the contract. I'm more than fed up, I'M LIVID.

customer service is just a title to verizon. they actually have little to no customer service. spent 2 hrs on the phone with them ordering bundled services. they have no record of anything, BUT, they notified [redacted]. tried the chat line and that resulted in more of the same."no record". customer service. what a joke.

In June 2014, we changed the company name with Verizon, later we registered online to view under the new company name. It took me hours on the phone, numerous emails with the business solution customer service, I finally gave up! (They couldn't even locate the trouble tkt # and re issued tkt # many times) ( promised to call back, never did) Once a while I tried to log in and see if the problem was solved, guess what, one year later, I am still unable to log in and view anything online. Every time, I clicked on 'account', I would be told We had requsted new changes, so I needed new PIN, ya right, I probably had more than 10 new PIN mailed to me, and none of them work!!!!

Today, I logged in again, saw the bill, wow, surprisingly I registered auto pay, then clicked on 'account', BIG mistake by doing so, I was asked for PIN again. ... problem with auto pay is that WE ARE forced to get paperless bills, well, I spent one year trying to log in unsuccessfully, now we cant log in to check account, and we wont get any paper bills!!! How is this being secured?! we have no access except spend hours on the phone with the customer service. Horrible website designed, horrible customer service.