Verizon Communications

I leave [redacted] to go to Verizon as a cable, internet, and phone service provider. Initially, I told the sales person that I just paid my [redacted] bill and won't be able to pay the Verizon bill immediately. Was told it was ok to miss a payment as long as I don't go pass 60 days at which that point the service would be suspended.

So I missed the first payment, but paid the second payment. So now I'm behind a month. They called and harassed me and my fiancée since then. I can easily make the extra payment but why should I make the effort when the service that we got was suppose to be the best they offer (but [redacted] offered more), the HD DVR boxes constantly messes up and keeps updating, and for weeks I couldn't make a payment using the app because the security they placed on the payment portion wasn't acting correct. Because of Verizon wireless service I expected way better than this. I pay $200+ for my cell phone because they're service is the best (but constantly had troubles with their edge program).

I've only had their home services since April. When my fiancée found out channels that she and my daughters watches could only be seen if we subscribe, she wanted to get rid of the services. I talked her into staying and to deal with it.

For weeks our computers, tablets, and Playstation would not connect online. Our cell phones were no problems. After repeating the troubleshooting steps for weeks, finally those items got Internet access.

August ** I check my Fios app to see my bill. I was told to pay $200+. I paid it the [redacted] and it didn't get placed until the [redacted] of August. So I never went over the 2 month period.

September * I get a notice of suspension is scheduled for September *. I'm thinking to myself I know I just followed their instructions, and I didn't go over 60 days, and I know the balance is $200. So I know they're not cut our services. September ** our services get cut off less than 30 days after our August bill was generated which was due mid September. So I paid it on my way to work at 4 in the morning and our services was restored.

Little did we know that day our Internet services was NOT restored. We didn't notice it because neither one of us used the Internet that day. Friday morning, September **, I was trying to use my phone to look up something and my Internet would not move. So I started to troubleshoot the box, to no avail. So I used my phone 4g and left for New York. I'm doing so much on Friday that I didn't have time to call Verizon to sort out the situation. And because of the nature of my job, and that it was 9-11, talking to someone about something they screwed up at was less important at that time.

Saturday, September **, 2015 I get a text from Verizon wireless saying we used 75% of our data. Which reminds me to call Verizon Fios. Tried to use the app and live chat, my message wouldn't get posted to respond to the rep. Instead of the app giving me phone number to call, I [redacted] the number. After a few minutes on hold I tell the rep my problem. She tells me your cable has been restored, and your phone, but your Internet is suspended. She was talking so fast with heavy accent, I didn't understand what she said with the exception of I'm going to transfer you to our billing department. I go back through the whole screwed up automated system just to find out they're only open Monday thru Friday. So I was transferred to a closed department, dealt with an ridiculous automated system just to find out I got to go through the whole process again.

After 10 or so minutes of going through the automated service and hold I finally get a rep. By then I'm [redacted] and just want to rip someone's head off (figure of speech). But instead of instantly blowing up I talk to the rep with control and sense. Up until she told me our Internet service will remain suspended until the billing department opens on Monday. So we've been without Internet some Thursday. After paying the bill I receive an email saying our services will be restored shortly. No side note with any exceptions of the Internet, no nothing. And because my job sensitivity, I can't carry my phone with me, nor can I use it to talk to Verizon about this situation until Wednesday, my next off day.

They harass you for their money and expect it immediately to continue their service. I pay for my services to be restored after being cut off for the current bill. Get an email saying our service is going to be restored (with no exceptions), and only got 66% of my service back. But it's ok for you to screw up, force money out of people's pocket, and get some of your service your paying for back??? All of the ** I've been through with Verizon period is not worth it no more. Wireless portion cut my cell phones off several times because of they're edge program people screwed up. 2 days out of a month we had to call them to fix it until we said we're tired of it and is going to leave. Then magically they fixed it and found out I actually paid a whole month and half. Now this! I left [redacted] for this?!?! Missing channels, slower Internet, DVR constantly messing up, customer service is the only thing consistent with these people. And I mean by consistently [redacted] up. I called [redacted] 3 times in 7 years. When they messed up the fixed the problem instantly. Verizon has no one with the access to restore someone's Internet outside of the billing department. The rep couldn't do nothing, the manager couldn't do nothing.

I asked them if I go over my data on my phone (which restarts September **) will they cover my data plan, plus discount me on my Internet. I was told yes. Wednesday when I call and get the situated, I better get what was promised to me in total or I'll use these DVR boxes as target practice the next I go to the range and go back to [redacted]. Not only that I'll bash the hell out of them to anyone and everyone that listens.

I was lied to at the beginning about the service. Was told I'd have the fastest Internet, all the channels without having to subscribe, all the movie channels, and a great DVR box. I don't have all the channels, my Internet is slower then when I was with [redacted], and my daughters and fiancée can't watch channels they use to watch (ex: tv one, cartoon network), and the DVR keeps updating and messing up. But they want to press me or for $200. I shouldn't have to call Verizon unless somethings wrong with services or adding. But they shouldn't be a added nuisance like they have been.

Review: Verizon shows option for [redacted] online but won't process payment.

I went to www.verizon.com to pay my $162.95 bill, [redacted] on November **, ** and **. I got an error message every time I selected [redacted] as my pay option. Over 3 days I called Customer Service, Epay, and Financial Services to make payment. At first Financial Services said [redacted] was denying the charge because it might be fraud. I called [redacted]) and he said absolutely nothing was wrong with my card. Financial Services then told me I was told that I can only use [redacted] online. I called ePay to see why my payment would process. I was told that the payment system will only accept a 3 digit CVV code and not 4 digit. [redacted] is 4 digit. I asked if there was someone I could speak to about the problem. I was told "No. Use another card." There was no information on their community support site or any contact information to deal with the issue.Desired Settlement: Give me an option to make autopayments using [redacted] which is one of the options provided online.

Business

Response:

[redacted] Thankyou for referring this case of [redacted] to our office for review. Weappreciate you bringing this matter to our attention. Verizondoes accept [redacted] as a method of payment through Pay by phone orVerizon.com. On December **, 2014, our payment processing center spoke with[redacted] and made an attempt to process the payment through verizon.comwhile she was on the phone. All required account information was provided by[redacted] and immediately entered in the system. However, the payment wasdeclined for incorrect information (either card number, CVV code or expirationdate). Verizon advised [redacted] to contact [redacted] for furtherresearch as to why the payment was declined. Whenspeaking with [redacted], she was adamant about paying bill with her [redacted]card and stated that she wrote her credit card number on her bill stub in hopesthat bill will get paid, even after several conversations advising thecredit card doesn't work. Verizon representative also explained to [redacted]that it was not safe to physically write down her credit number along withexpiration date on bill stub. BecauseVerizon is unable process her payment, [redacted] was advised that she maywant to have [redacted] to reissue another card. All Verizon processes and procedures were followed. Therefore we trust thisinformation will assist in closing this complaint. [redacted]Verizon[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:

[It is unreasonable to ask me to get a new card issued when there is no problem with my card. If Verizon determined that it is stolen, they should at least be able to explain what happened. [redacted] did not reject it. I did not report it stolen. There is nothing to say that the problem will be resolved if I get another card. I'm using [redacted] for everything and [redacted] said there is no problem with my card or use of it.

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

Sincerely,

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. January **, 2015 Verizon spoke with [redacted] acknowledging her concerns. The payment got declined for incorrect informationentered to process the payment (either card number, CVV code or expiration date). Verizon conferenced [redacted] with [redacted] on the line and it was determined no error was found on their end. As a courtesy Verizon agreed to lift the restriction so that [redacted] can use [redacted] as a payment method via online auto pay; which she confirmed she was able to enroll in auto pay. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would have explained required "fix" differently but am happy that they fixed THEIR error.

Sincerely,

Review: This is the second complaint registered against Verizon. It also involves [redacted], indirectly.

We secured what we were told a bundled service of verizon and [redacted], in January. From January through May, this was addressed almost weekly. Our service was disconnected, and reconnected, several times. We were assured in May that this issue was resolved. Well, as of this date, we are still receiving two separate bills. In attempts to again, resolve this issue we were informed that it takes several billing cycles. Four months later and this hasn't transpired. This is utterly ridiculous. Verizon has been accommodating with bill credits, but to continue to promise us one thing and have the opposite occur is frustrating.Desired Settlement: To provide a bundled bill at the price quoted in January, approximately a total of $108 per month for both services.

Business

Response:

Verizon has been unsuccessful in attempts made to reach [redacted] on 8/*/15, 8/**/15, 8/**/15, 8/**/15, and 8/**/15 with messages left requesting the customer return the call to provide the DTV account number so an order can be placed to combine the billing. A please call letter was sent on 8/**/15. Verizon will address the issue when the customer responds with the DTV account number.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: The Verizon DSL service that we are paying for is 3.1 to 7.0 Mbps but over the past 6 months the speed has been unusable. Currently we are getting 0.7Mbps down and 0.74Mbps up , verified by going to [redacted] using a laptop connected directly to the modem with a cat-5e cable, nothing else was connected. We called their tech support and was told "[redacted]" but we were never contacted again.Desired Settlement: We would like the advertised speed we are paying for and a credit for the past 6 months of poor service. We would also like our current bill lowered till they repair the service to the advertised speed.

Business

Response:

A customer service representative contacted the customer and advised that she does have the enhanced but with the speed of 1-3mbps. She does not qualify for the 3-7mbps and is not being billed for that speed. The representative also advised that if we downgrade her, the speed would be from 512k-1m so she would not recommend decreasing the speed for this reason. The customer agrees and asks that the speed stay the same. The representative issued a $15 credit for 12 months due to her issues.

Review: I was wrongly charge for PAY PER VIEW EVENT for mayweather vs pacquiao fight on May [redacted]. $99.99.

According to Verizon Customer Rep I order the fight after 2 days of the live event on May [redacted] it depend on what customer service rep you get the answer from on the forum!!!. I have never ever order any PAY PER VIEW event in last 5 years I am with Verizon fios.

On the their customer service forum many customer have similar problem like me. Please read their forum. If you want me to post the support topic I had with their customer service please let me know.

1st the Customer rep inform me that I order the Fight on May [redacted]. Two days after the event. When I told them the bill says I order the fight on May [redacted] they changed and said yes I order the fight on May [redacted] but billing date was on May [redacted]

Than another customer rep said on the forum that I actually order the fight on May [redacted] and he said nothing they will do to correct this since I order RECORDED version of the fight.

My problem is I never order the flight and why would I even pay for a recorded fight on May [redacted] after the live event on May [redacted]. The common sense is nobody will order a fight after 2 days of live event.Desired Settlement: I want Verizon to remove the charge of $99.99 from the bill for the recorded version of fight I never ever order.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to ouroffice for review. We appreciate this matter being brought to ourattention. Our investigation concludes; Verizon technical supportverified that STB, serial number[redacted], orderedthe PPV event BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. Theprocessing for billing purposes added the $99.99 charge to the statement on5/*/15 in accordance to the FiOS TV Terms of Service.11.PRICING AND PAYMENTOthertransactional charges, such as for On Demand or Pay Per View Services, arebilled after the applicable service or feature has been ordered or provided toyou. Verizon apologizes formiscommunication with representatives that may have providedmisinformation surrounding when the PPV eventdate vs. service billing date. A Verizon representativeprovided this Information to [redacted]. Therepresentative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification andinvestigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, howeverall processes and procedures were followed. Technical Support verified the PPVEvent was ordered from equipment within [redacted]’s residence as he isresponsible for equipment use within the residence according to the Terms ofService: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whetherby you or someone using the Service with or without your permission. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [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]

After contacting JOHN T.1. John T refuses to give me exact timing of the PPV order. Just stating I order on May [redacted] and if I didnt order somebody else order in the house. Because I had to click "OK" 3 times to get the order. 2. When I stated that on May [redacted] I was alone in the house on May [redacted] and also have password protection for PPV that John T accuses me that " if I am alone in the house why would I need password protection for PPV order" I had to kindly remind him that he accuses me of lying. I told him I need password protection so if a guess stay in my house they wont order PPV without my consent. And frankly its none of verizon business if I stay alone in my house I can't have password protection for PPV order. 3. I ask him to talk to his supervisor but he stated he the supervisor of customer executive and his decision final. Which I hardly doubt it but as consumer I feel my complaint are not resolve in better manner4. I have attached pdf of my conversation with verizon rep in their support forum giving me conflicting answer!Finally on May [redacted] 2015 Michael wrote this [redacted]. - MichaelSince John T concluded that I order the payper view event on May [redacted] not May [redacted]. Than it might be a mistake so by above statement I am eligible for refund since it might be accidental order was placed!!Also many consumer like me have the same problem about their forum please do a search [redacted]where verizon is accidentally charging for the PPV MAYWEATHER VS PACQUIAO Fight. Please do a search.

I demand please assign me better customer rep from verizon to resolve my issue as a paying consumer I have right to get details for the order inform they are statingI order and not get a answer "Our reps are not trained properly" does this mean I pay whatever you tell me too even thought I never order the PPV event.Thanks

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]

Well its no use when Verizon doesn't even follow its own customer service rep. wordsAs I have said in my last message and also attached the pdf document the customer service rep. Michael in the forum message system stated that if the order was done on May [redacted] than Verizon will take exception and waive the PPV charge as courtesy for error. Verizon is stating in all the message the order was May [redacted] now!

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

Sincerely,

Business

Response:

Our investigation concludes; Verizon technical support verified that STB, serial number [redacted], ordered the PPV event BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. The processing for billing purposes added the $99.99 charge to the statement on 5/*/15 in accordance to the FiOS TV Terms of Service. 11. PRICING AND PAYMENT Other transactional charges, such as for On Demand or Pay Per View Services, are billed after the applicable service or feature has been ordered or provided to you. Verizon apologizes for miscommunication with representatives that may have provided misinformation surrounding when the PPV event date vs. service billing date. A Verizon representative provided this Information to [redacted]. The representative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification and investigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, however all processes and procedures were followed. Technical Support verified the PPV Event was ordered from equipment within [redacted]'s residence as he is responsible for equipment use within the residence according to the Terms of Service: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whether by you or someone using the Service with or without your permission. 7/*/15 Sent email to supervisor for help 7/**/15 Research determined on 05/**/15 the pay per view event of Pacqiauo vs Mayweather boxing match was ordered on set top box serial # [redacted] located in the residence via remote control. Additional research determined the PPV event was played from 6pm to 2am. The PPV fee of $99.99 is a valid charge, at this no credits are forthcoming as they are not warranted.

Review: October *, 2014, I adjusted my service to a lower rate knowing that I would get a reduction in television channels with a new 2 year agreement. I accepted the change with a monthly amount of $123.48. Change in service took effect one week later. The reduction in channels was not what was promised. I lost 50% of the channel line up. Verizon then increased my monthly bill to $150. I spoke in person with a customer care in a Verizon store who said to pay the promised bill amount because it takes a few days for the adjustment to take effect. I then proceeded to get bills for $130-150 for November and December. I also internet speed had been reduced also. They were violating my agreement by overcharging my account and reducing my television and internet service. On December **, 2014, I told Verizon to disconnect my service since that day I was switching to [redacted] for a much better plan. The Representative said to wait for the next day to disconnect my service or I would loose my telephone number. She said she noted my account that service was to be disconnected on Dec. **.2014. It was not. I called Dec. ** to verify and the Rep said there was a note to disconnect but no disconnection was made. My disconnection confirmation ID# is [redacted]. On Dec **, 2014 I returned my devices and asked if my account was disconnected. It was not. The Verizon Store rep said she would disconnect it. I proceeded to get billed into January 2015 for disconnected service. Verizon is looking for $250.76 which is an overcharge due to their refusal to disconnect service to my home. I have been approached at home and on the phone by Verizon reps to bring me back. First contact was in early January while they were still billing me for disconnected service and then again in February. It took Verizon over 30 days to disconnect service.Desired Settlement: I For 3 months I was overcharged a total of $79.96. I would like a check for that amount and any bills from them or a collection agency to be cancelled. I have received a bill from Verizon and a collection agency within 2 days of one another for the amount of $250.76. Due to Verizon's refusal to disconnect service, changing my service to an unapproved rate plan, increasing my rate. Verizon needs to erase all overdue bills to my account and refund me the amount above. Thank you.

Business

Response:

Customer disputing final bill received for $250.76explaining he was not billed at the agreed to monthly rate and feels that wecontinued to bill after discontinuance of services on 12/**/15. Our Investigation determined on 10/*/15 a bundle rate of$99.99 with a set top box for $7.99 plus applicable taxes and surcharges for amonthly rate of $123.48 was agreed to. However, we billed a bundled rate of was $104.49 ($106.99with a $2.50 TV loyalty credit). Thereis a $4.50 monthly discrepancy between rate quoted and the rate billed. We rendered the October bill for $125.13; the November billfor $133.18; and December bill for $128.18. The customer never contacted us to dispute any charges until12/**/14 and at that time there was already a pending order scheduled for12/**/14 to change providers. The final bill for a total of $250.76 included a $220 early terminationfee. The monthly charges were stopped as of 12/**/14. We left messages for the customer on 3/**/15 and again on3/**/15 to acknowledge receipt of this complaint and asked customer to call todiscuss our findings. The customer did not return our calls. On 3/**/15, we mailed letter to customer to apologize forthe problems and ask him to please call us to discuss. The letter providesescalation billing specialist’s name and direct number for customer to call. Welook forward to his call and appreciate his taking the time to bring this toour attention.

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 left a message with [redacted] at telephone # ###-###-####. She has not called back. I dispute the claim because I have documentation that the bills were over varied amounts including one for $156 and not the said numbers above. Verizon has contacted me twice by phone and I called them back. They have not responded to my voice mail. My service was not disconnected on 12/**. I have proof that it was not done because I have a disconnection order on 12/**. I have all the documentation to back this up and can send to Revdex.com for review. Thank you.

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

Sincerely,

Business

Response:

Billing specials spoke with customer on 3/**/15 to reviewbilling and credits issued. We are mailing duplicate bills and an itemizationshowing charges and credits for customer’s review.

Review: I received a bill from Verizon regarding my account and [redacted] service. I had terminated my services with Verizon and my account was bundled with DirectTv. Verizon sent me a bill that only included my [redacted] charges and I paid that bill. When they cashed my check, they kicked my account back to [redacted] and did not forward my payment to them. I then received a bill from [redacted] with a late charge and I had to pay that bill as well. Verizon has $117.23 of my money and I have received two bill from them showing this credit to my account. My problem is Verizon will not return my money. I have spoken with them multiple times and yesterday I was told I would have my money back in 90 days. They do not give me 90 days to pay my bill so I no reason that they be allowed to hold my money. This is a horrible business practice. $117 may not matter to some people but that is a substantial amount of money to hold just because they want.Desired Settlement: I would like my refund to be sent to me asap.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] closedaccount [redacted] 7/**/15. Billing cycle 8/*/15 reflected a remaining balanceof $117.23 in DirecTV (DTV) charges. On the following bill cycle of 9/*/15 the$117.23 payment was received, however an adjustment was also issued for the$117.23 balance leaving a credit balance on the Verizon account. Verizon recourse the credit balance of $117.23 toDTV. According to DTV, the $117.23 refund processed on 10/*/15 to the customer. A DTV representative left a voice message for [redacted] on 10/**/15 advising the refund has processed which should bereceived in three to seven businessdays. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will at least get me my refund. However I find it strange that I was told twice by Verizon that they would be sending me my refund within 7-10 days back on September [redacted] and then I was given a totally different story when I called back. I guess this is all just a complete lack of internal communication on the part of Verizon.

Sincerely,

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.

Review: Hi,This is regarding an internet/phone service I signed up with Verizon. I started using Verizon's internet and phone services on September 2013, the service included internet connection, 2 phone lines. With no service contract in place with Verizon, I swithed Internet/phone service to Optimum Online on December 2013. Right after the switch, I called Verizon to discontinue the service. One the phone, I was told by the service representive that I didn't need to do anything, because they could see another Internet/phone provider had taken over the phone number. During my time with Verizon, I paid every monhth's bill on time. Since I discontinued the service, I kept receiving bills from Verizon. I called again on Jan [redacted]2014, a Verizon billing representive named [redacted] told me there was a mistake in the system, and if I paid a final bill of 34.03, that would settle the difference. I paid the amount, check clear on Jan **, 2014. Bills from Verizon has not stopped coming in. Last bill I got for March stated that my balance is 184.26.I have no idea what service Verizon provided that I need to pay that amount.Account detail[redacted]Desired Settlement: DesiredSettlementID: Not applicable

The bill is not applicable to me. There should not be outstanding balance for this account.

Business

Response:

Per Billing

1) In December 2013 your new service provider placed an order requesting ###-###-#### be changed from Verizon to them. The new provider did not request your additional line (###-###-####) or the internet, therefore both remained with Verizon. 2) In January 2014 you called Verizon regarding a bill you received. A credit was issued but neither the additional line (###-###-####) nor the internet account were closed.

3) On March **, 2014 account number ###-###-#### was terminated. The balance due on that account is $184.26. Issued a credit for the balance on that account. Once the credit posts to the account (in 3-5 days) the balance on the account will be zero. 4) Issued an order to close data account, as of March **, 2014. The final bill for this account will be rendered within 2 weeks, please disregard this bill. Once the final bill has been generated will issue a credit to make the balance due zero.

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.

Review: BILLING PAST TERMINATION OF SERVICES

ON 11/** I CONTACTED [redacted] TO CANCEL SERVICES FOR MY ACCOUNT # [redacted]. TO THIS DAY 12/** THEY ARE STILL BILLING ME FOR SERVICES. I CANCELED INITIALLY DUE TO THE POOR CUSTOMER SERVICE AND BILLING PRACTICES-IN FEB I MOVED FROM [redacted] TO MOVE TO MY CURRENT ADDRESS-I CANCELED MY APPT AND THEY SHUT OFF MY SERVICES BEFORE I MOVED AND MADE ME REAPPLY FOR SERVICES. I MOVED A WEEK LATER TO [redacted]-THEY WERE STILL BILLING ME AT [redacted] EVEN THOUGH I NO LONGER LIVED THERE AND TOOK MY BOXES WITH ME. THEN THERE WAS AN ISSUE WITH MY BOXES WHERE THEY STOPPED WORKING SEVERAL TIMES-THEN THERE WAS INCORRECT BILLING. NOW ON 11/** I FINALLY HAD ENOUGH AFTER PAYING $180 THEY SENT ME A BILL FOR ALMOST $400! I GOT TIRED OF THEIR FRAUDULENT BILLING AND CANCELED 11/**-THEY ARE STILL BILLING ME. I CANNOT AFFORD THEIR SERVICE. MY BILL INCREASED EVER MONTH AND I NOW GET A BILL FOR OVER 500$ I DID NOT USE $500 IN SERVICES IN 1 MONTH! THEY CREATE THEIR OWN BILLS-HAVE EXTREMELY LONG HOLD AND EVEN CHAT TIMES-LAST TIME I CALLED THEY STATED THEY CANNOT ACCESS MY ACCOUNT SO THEY COULD NOT ASSIST ME AFTER BEING ON HOLD FOR 1 HOUR. THIS IS AN ABSOLUTE NIGHTMARE. [redacted] HAS THE WORST CUSTOMER SERVICE, IMPROPER BILLING PRACTICES OF ANY COMPANY I HAVE EVER DEALT WITHDesired Settlement: WAIVED IMPROPER FEES ASSOCIATED WITH ACCOUNT AND REFUND OF OVERAGES-

Business

Response:

Verizon sent customer a call me letter as there were multiple attempts made to contact customer with no response. Case closed and customer was instructed to call us as stated in the Call me letter.

Consumer

Response:

Unfortunately I work all day and have school in the evening so I cannot sit on their extremely long hold times to correct their mistakes when I have called multiple occasions and have experienced incorrect billing long hold times and being hung up on at least 30 times in the past year. ALso I have NOT RECEIVED A LETTER. A call me letter does not resolve the issue of their billing and poor customer service

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]

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

Sincerely,

Business

Response:

1/[redacted] at Berizon spoke to this customer. He gave credit of $70.80 for 10 days of service as courtesy adjustment. He explained the final amount due is 341.56. Customer agreed to this amount and a claim was put in giving the customer 90 days to pay. Thanks.

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.

Review: offered free HBO for a year but didn't activate and now saying they never did.

got an advertisement in the mail about free HBO for a year if I upgrade my service. I called, service was upgraded and HBO was supposed to be turned on. A week later still no HBO and now they're saying that was never part of the promotion even though I still have the advertisement that says that.Desired Settlement: Free HBO as promised by the advertisement for a year, starting with the day it's activated.

Business

Response:

Please be advised upon receipt of the complaint filed Verizon has made attempts to speak with the consumer regarding the HBO programming. Unfortunately to date, we have been unsuccessful in our attempts; however as of 7/*/15 Verizon has issued an order to add HBO free of charge for 12 consecutive months. Verizon apologizes for any inconvenience caused surrounding this matter.

Review: On [redacted] 2014 I tried setting up payment arrangements with Verizon. I was not successful making them without having to agree to using the autopay feature. So, to avoid having my service interrupted, I agreed to the autopay option. Verizon was to take $344.16 on Dec. [redacted] and $344.17 on Jan.[redacted]. When I was checking my account earlier today, I noticed that they indeed took $344.16 on Dec.[redacted] but on Jan. [redacted] they took $344.17 TWICE!! I immediately called them. The first agent I spoke with thought it was funny and told me it would be applied to my future bills. After much protest he finally transferred me to someone who took care of the matter and said I would receive my refund within 3-5 business days. I asked her what else Verizon could do for me for such a huge inconvenience. She transferred me to another woman who basically said they couldn't do anything. I disagree. I think they can give me some type of credit, discount or something. They took money from my account without authorization and if I hadn't caught it they would never have said anything and would've kept applying it to my account. How dishonest is that? If [redacted] weren't even worse, I would drop Verizon and go to them!

Product_Or_Service: Cable TV, Telephone, Internet

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

I would like some type of credit or benefit. I think I deserve something from them. A premium service, a credit, something!

Business

Response:

Company records show that on 12/**/14 the customer agreed via the web to pay $311.17 on 12/**/14 and $344.17 on 1/**/15. The agreement was reviewed with the customer on 12/**/14. On 12/**/14 the first payment was debited via a one-time direct debit for $344.17. On 1/*/15, a payment was made via a one-time debit of $344.16. On 1/**/15, the final payment of the agreement, $344.17 was debited via a one-time direct debit. The customer called to dispute the debit and the 1/**/15 payment was reversed on 1/**/15. The company has made attempts to discuss this with the customer but has unsuccessful. The company apologizes for any inconvenience this matter has caused.

Review: I ordered the phone and internet service and the technician came out to install it. It worked for 30 mins and then it stopped. I called Verizon they said they would have to send someone out. I said that was ridiculous and to cancel my service. I was told it was canceled and I asked where to send the modem. The agent said I did not need to send the modem back it was mine to keep. I now have a bill for $52.99 for this equipment, I called and spoke with Chris who stated he would take care of it. he put me old for 15 minutes before I was abruptly transferred to a new agent named Mariah,who had no I idea that I was being transferred to her. I explained the situation to her again, she stated she didn't know of any agent who would tell me to keep the equipment. I asked her to see who the agent was that disconnected my account she said that was not possible. I find that hard to believe. I asked her how was she going to fix this, she says well did you send the equpment back? I asked how could I send it back if when I asked about the mailing address I was told I did not have to send it back. I asked her to send me a label, she put me on hold for another 5 minutes, then she says I have the wrong department and she was going to be transferring me to another person. I have now been on this call for 30 minutes mostly on hold and I still do not have the mailing address, a label or a credit for this equipment. At 1:05pm I have now been transferred to Aletha who states to the agent Mariah and myself that the equipment was purchased and I should not have been charged. I asked for a direct number for Aletha because I could not continue to hold any longer, she said no I could call back in, I explained I did not want to start over again. We continue to sit in silence. I asked if she could call me back she said yes, as we continued to sit in silence. I asked how she would call me back, she asked me to continue to hold. She finally took my number and said she would call me back. I have major doubts about her calling me back.Desired Settlement: I would like them to pull the call from when I disconnected my account and the agent said I did not have to return the equipment and then remove the charges from my bill.

Business

Response:

Upon receipt of this complaint we attempted to reach the customer on the telephone number provided and it was disconnected. We sent an email to [redacted] on 12/**/15 @ 9:25am advising that we were sending a return label and as soon as that was received in the warehouse we would credit the bill for the cost of the equipment.

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:

Verizon has my cell phone number and I provided it to the agent I spoke with previously (who never called me back). Obviously I could not be reached on the phone number of the phone service that was provided by Verizon because I NO LONGER HAVE THAT SERVICE. To say you attempted to contact my by this method is a bit itic. I have received the email and returned the equipment using the label I was sent. I have NOT been notified that the charge was removed from my account so this issue is not resolved.]

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

Sincerely,

Business

Response:

Upon receipt of this secondary complaint I advised [redacted] as soon as the equipment is registered in the warehouse she will be credited for the charge. Ms understood and an will call me back directly should she have any concerns in the future

Review: My phone line and internet services was out since 9/**, Verizon promised to restore the services by 9/**. In my point of view two and half weeks was already an excessively long period to repair the services, I was given a wireless box so my phone would work, that's fine. But I called them today about restoring the internet and was told the completion date has been extended to 10/*. As my son is a high school senior this year, he needs the internet to complete his school works, more importantly, he has to start submitting his college applications. Without the internet, most of his college process are now on hold, including applying for scholarships and financial aids. I am furious because he is going to miss out some of most important decisions of his life just because of Verizon's lack of urgency to remedy the situation. I have had the same problem with Verizon in the past few years, phone and internet outages range from 2 to 5 weeks once or twice a year. I was told my cable is located underground in a manhole on [redacted], and almost every time after a big rain storm, it would flood the manhole and knock out my service. I happened to me and another hundred or so customers for the past few years. Verizon's customer services said there's nothing they can do for us, nor they can provide us with other services like Fios at this time. I just feel it's unfair for me to pay the same rate as other customers and was not provided with the same services, especially it is something so essential for daily living nowadays. Bottom line, I'm sick and tired of this no service for long period of time every year.Desired Settlement: Of course I expect Verizon to reimburse me for the outage period, most important I want them to find a solution to fix the problem so I don't have to experience this few long period of outages every year.

Business

Response:

Records show repair ticket was recently closed, but that a new ticket was generated.

10/* Manager [redacted] left a message on the customer's answering machine acknowledging the complaint and requesting a callback to further discuss this complaint. This trouble is in the cable and currently, the estimated restoral date is 10/**.

10/[redacted] spoke with the customer who does have temporary Voice Link service and aware that his trouble is in the cable and that the estimated restoral date is 10/**. [redacted] also provided his contact information again.

The restoral was expedited and completed. 10/[redacted] spoke with the customer and confirmed that service was restored by the cable Tech. The customer is satisfied with the service. [redacted] will ensure that his they get the appropriate credit (Two month courtesy credit ) and provided his contact information for future.

I signed up with Verizon over a year ago. I recently had to move to a different apartment and called Verizon FIOS to transfer my service. I was advised by a Verizon representative they didn’t service my new area. Based on this I disconnected my service and was ASSURED I will not receive an early termination fee since it wasn’t my fault they didn’t offer service in my new apartment.

This didn’t stop them from sending me an early termination fee bill. When I called to dispute it based on my conversation with a previous representative, I was told they actually offered DSL in my area and if I transfer phone and Internet service they will waive the fee. The service they offered is not as fast as what I currently get with Cablevision and yet they wanted me to pay double what I can pay with Cablevision. I even explained to them that had I known an early termination fee would be added to my account I would at least try to arrange for my old landlord to keep the service but since THEY promised no such fee will be added to my account now I didn’t have that option as she already signed up for her own services.

I suggested they pull the call with the representative so they can hear where an employee of Verizon gave me wrong information they said they couldn’t do that. However, when I offered to record our current call to avoid further misunderstandings they said they would release the call in I did that.

In the end my only options are to pay a bill that I was promised I wouldn’t have to pay or pay double for a service that is less reliable than my current new service.

Today (11/*/15), I called in to upgrade my router to the Quantum version. I had no intention of changing my services but, the offer was a decent price and decided to go ahead ($20 more a month for 75/75 to 100/100).

I get the email confirmation regarding the service change and I see this $150 internet upgrade fee that will be 1 of 3 charges on my next three bills. This was not explained to me whatsoever. I called back on regarding the issue and was told that it is a standard charge. I said cancel my order, she said she'll put me on hold and then try to have it removed. 20 minutes later, she comes back on and says she isn't able to do it because the bill hasn't been generated yet. I need to call back in when it's created in 10 days.

At this point, I cancel my entire order and find this business practice to be entirely unethical. I've never complained online... Plenty of companies have messed up billing before. Those happen all the time, but this is just egregious. Please, think twice about this company. I went to them to get away from [redacted], but... These guys are just as bad, maybe worse now.

Review: Verizon tried to charge for items they were not supposed to. The special was no activation fee. That was on my bill twice. Also. Verizon surcharges, not taxes, of $21.35 on my first bill that they can't explain. I was quoted a monthly bill with taxes and everything of $57. Now I am told it will be $65. Very unhelpful customer service that just puts you on hold for 30 minutes then hangs up. There was no credit for the week the service did not work either. I am a new customer. Worst service ever.Desired Settlement: Verizon should remove fraudulent charges from my bill. They should provide service for the price they quoted me.

Business

Response:

Executive Relations/Linda B/Revdex.com case [redacted] / Called [redacted] at ###-###-#### and she was very concerned about her bill and the poor customer service she has experienced. She asked about credits she was to receive, and she was given credit for the activation fee of $24.99 on 12-**-15, for both charges, and also she was issued credit for the time out of service for the week she had not service on 1/**/16, $12.61, for total credits $62.59 Since the customer was calling in and having a poor customer service experience, and to retain the customer I have issued a credit as goodwill, as the customer has had many repair tickets [redacted] since install, customer wanted to disco, to retain customer issued credit of $50.00. I will also follow up on the bill and make sure billing correctly. Also [redacted] says she cannot log into Verizon.com to look at her account. I will have to [redacted] to [redacted] to contact her and get account corrected.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. As long as the billing is correct the next cycle as promised.

Sincerely,

Business

Response:

According to our records, a Verizon representative spoke to [redacted] on February **, 2016,a and confirmed that her issue was previously resolved. A review of the records indicates that credit for the activation fee, along with credit for the DSL time out of service and a late payment charge was issued. Total credit issued was $119.59. [redacted] stated she was satisfied with this resolution and is aware that the representative has a follow up to review her next statement to make sure all is correct.

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, yet again. I feel Verizon is trying to correct the issue.

Sincerely,

Review: After getting talked into resigning a 2 year contract with Verizon with a great bundle deal, I see that my Verizon additional surcharges were more than doubled. Seems like they did this to compensate for giving me a great bundle. I also saw on the [redacted] website that the Federal Subscriber Line and Access Recovery Charge is regulated and Capped at $6.50, but I am being charged $17.60. When I brought this up to the representative on the phone, she did not want to hear it, she kept saying this is charge by the government and Verizon had no control over it, and I had told her and am reading this directly from the [redacted] website and she said to have a great day and hung up on me. On my July 2015 bill before I resigned a 2 year agreement, the "Verizon Surcharges and Other Charges & Credits" were $16.88, and then in October 2015 after the 2 year agreement was in place the "Verizon Surcharges and Other Charges & Credits" were $45.57, and seemed to stay steady at this rate.Desired Settlement: I would like this to be reviewed, explained, and adjusted. I have copied and pasted a link from FCC website for you to review as well, [redacted] , I also did not appreciate Verizon's customer service representative adamantly saying that it is all Federal and Government charges that Verizon do not have control over. It is as clear as day when Verizon breaks down the bill with areas such as "Taxes, Governmental Surcharges and Fees" and "Verizon Surcharges and Other Charges & Credits". If it is not possible, just release my business and myself from the 2 year agreement so I can bring my business elsewhere. Thank you for your time and concern.

Business

Response:

Called and left another voicemail. We have left four voice mails and no one is available on contact numbers. The issue needs to be closed and I advised customer to call [redacted] for further assistance.