Verizon Communications

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 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.

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.

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: 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: 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 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: 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: 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: 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 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: 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 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.

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.

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: 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: 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 recently decided to switch over from Time Warner Cable to Verizon Fios, however the process has been fraught with issues.

The installation was scheduled for April [redacted], 2016. The technician arrived over an hour late and proceeded to spend the next three hours on a failed installation. He disconnected my existing TWC service and said there was an issue with the Verizon main hub, however I should receive Fios automatically within the hour. He even promised to call after an hour to ensure my service was connected. Fios did not automatically connect and I did not receive any calls.

Over the course of the next two days I was without internet and cable, seriously impeding my ability to work in addition to having to wait at home for technicians who never showed up. I was forced to switch back to Time Warner Cable in order to restore internet services.

My main complaint is with Verizon customer service. I have spent in total over 10 hours on the phone with Verizon. I have cell phone records to confirm this is not an exaggeration. I have experienced being on hold for over an hour and then getting an automated message saying "[redacted]". I have asked to be transferred to a supervisor or manager only to be disconnected. I have received assurances from five different representatives and managers saying they will call me back, none of which has happened.

There is no accountability for Verizon representatives and no incentive for them to call back a customer. Once the phone call ends, the customer has no way of contacting that same representative again. There are no direct lines and representatives are not allowed to provide their full names. So if the customer never receives a callback, which in my case occurred five times, they will have to call the same Verizon generic phone number and be subjected to hour long wait times. There are no written agreements to confirm anything promised over the phone.

After much effort, I was able to schedule an installation for April [redacted],2016. The technician also failed to complete the installation, however he was able to provide an explanation that there are damaged ports in the cable room and a construction team would be needed. Due to the strike, there is no known estimate of when that will be. He was able to reconnect my existing TWC service so I still have Time Warner in the interim.

On May [redacted], 2016, I decided to cancel my Fios and return all the unused equipment. Since the original install date of April [redacted] I have had zero days of Fios service. I called Verizon to request a return box and was told I would be charged for the router that I purchased. I had assurances from a previous supervisor that if I were to cancel and return all equipment, I would not be charged for anything since I never received any service. The representative now told me that I would have to pay $200 for a router I never used (No accountability). I have recorded phone calls to confirm the supervisor's promise that I would not be charged for the router.

Understandably there is a CWA strike which is causing delays, however as mentioned previously, my main complaint is with the inability and reluctance of customer service representatives to resolve the issue and placate the customer.Desired Settlement: Personally, I would like to not be charged for any service that I did not receive, including $200 for the router I am returning. I have spent over 10 hours on the phone and missed 4 days of work due to this repeated failed installation. The least that Verizon can do is not charge me for service and products never used.

From a corporate viewpoint, Verizon should hold their representatives accountable for offers and promises made over the phone. The current system which does not allow for the customer to contact the direct representative to whom they are speaking with, allows for zero incentive for the representative to follow up on any assurances they made.

Verizon should also provide mid level management contacts for formal complaints. When I requested to file a complaint, I could only speak with low level supervisors, automated Verizon recordings, or I was told to contact the CEO, [redacted].

Business

Response:

Verizon spoke with the customer and confirmed the cancellation of his order. We also advised the customer that he will not be billed for the FiOS services that were not delivered. The required equipment return authorization has been issued and based upon the customer’s stated intent to return that equipment forthwith, he will not be billed unreturned equipment charges. An email confirming all action taken was provided to the customer. Verizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter.

Review: False charge on Internet activation fee

I talked to Verizon sales person [redacted] (Phone number: ###-###-####) asking about setting up my service. She first gave me a higher quote than Internet quote. So I asked if she can match the online deal and avoid all the installation fees like online. She told me she can do the same thing and I was told the only fee I need to pay was each month bill, tax and my router. I confirmed with her twice on the phone that I don't need to pay anything else. Then I found on my first bill that I have to pay a 69.99 dollars Internet activation fee as extra. I was not informed in any way by her. Then I tried to contact her asking about it. She doesn't pick up or reply my call. I called Verizon customer service. First, they say any order placed by sales person would have that charge. However, their sales person failed to inform me that. If only she told me, I could place my order online by myself avoiding that charge. Second, they told me I can cancel the order and replace it with a new one. However, the deal is gone and it would be 25 dollars more expensive each month. I feel the sales lady was just cheating my money by lying to me about the Internet activation fee.Desired Settlement: I need Verizon to cancel that Internet activation fee charge without canceling my order.

Business

Response:

According to record, a billing representative spoke with [redacted] on January **, 2015 to address her billing dispute concerning the activation fee. [redacted] informed the representative that she was going to place the order online but was assured by a sales representative the order would be placed without an activation fee. The representative apologized and informed [redacted] she would review the next billing to ensure the fee is credited. [redacted] is satisfied with the resolution.

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: In September 2015, I negotiated triple play at 25 mbps with Verizon at $54.99 per month, plus about $19 in fees and miscellaneous taxes and charges. We use a cable card and [redacted], and none of Verizon's equipment. In October Verizon changed our bill to $79.99 plus associated fees, and in November to $104.99 plus fees. In late October, I called Verizon and ASKED what it cost to move to 75 mbps, but after hearing the price CLEARLY told the agent to maintain my service. At that time I was unaware Verizon had already moved my contract from $54.99 to $79.99. Sometime thereafter Verizon moved our service to $104.99 plus fees (for a total cost of ~$150 vs. what should be $74 or ~2x my agreement). We called multiple times in November and spoke to Customer Service agents. We spent hours on the phone and had agents agreeing about our points above. We received notice that a ROC ticket to investigate this was to occur, but Verizon has done nothing about this. In addition, Verizon charged us for $25 to ship a cable card, but had agreed not to charge for this when ordered in early September.Desired Settlement: Verizon needs to credit our account for $200 and move our contract back to $54.99 for the balance of our contract. The $200 is comprised of the $25 shipping charge (that they agreed to waive), $30 for overcharging us in October, and $145 for overcharging both November and December by $72.50 each month.

Business

Response:

Please be advised, Verizon's attempts to contact the customer to address the complaint have been unsuccessful. Verizon will gladly assist upon customer contact.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because I have returned calls to Verizon. A Mrs. Jones left me a VM and I called her and left a VM on December ** and **. Her VM says she returns calls within 24 hours, which normally she may, but could have been interrupted by the Christmas holiday. A second person had left a VM on my home line. We called her back, but her VM is full and a message cannot be left. We also called Verizon customer service, yet again, and after one hour on the phone with the Philippine call center, a ROC was again created, but we have had no resolution.Please ask Verizon to use my [redacted] number as no one is home during the day. They seem to be leaving calls at my home phone (which is a Verizon number).Thank you,[redacted]

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

Sincerely,

Business

Response:

Records indicate Ms. Jones made contact with [redacted] on December **, 2015 who arranged contact with a billing representative to address his billing concerns. Upon review, the representative informed [redacted] the rate of $54.99 resulted from a systems error which retained the expiring discount. The representative informed [redacted] that Verizon would honor the rate of $54.99 from September 2015 through February 2016; however, the remaining contract will be $84.99 less a $10.00 recurring credit through the end of the contract ($74.99). Additionally, the representative informed [redacted] of the data speed 25/25 and confirmed credit of $28.63 was applied on September **, 2015 for the shipping and handling fee. Per Mr. Pohren's request, the representative sent an email outlining the credits issued to correct the October, November and December 2015 invoices; total credit issue to right-size the billing was $125.00. [redacted] had no further concerns.

Consumer

Response:

Thank you. We 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,