Verizon Communications

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: 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 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: I contacted Verizon to install Internet ADSL. They did not show up for the booked installation 3 times. So I called to cancel the installation never received.

They did not return my $250 deposit and they keep sending me the bill for a non existing (never started) service. I sent the bills back with the explanation. I tried to contact them several times. Only one employee is looking into it, but I have not received any resolution communication. Instead I received a letter from a collection agency for the bill. Apparently there are 3 collection agencies after me for this as per Chase Receivable indication.Desired Settlement: I need Verizon to cancel whatever they have on me. Return my deposit and never send me any bill in the future. Cancel all collection agencies they contacted and clear my credit with all 3 agencies in case they have reported to the credit bureau.

Business

Response:

We apologize for the referral to the outside collection agency. The account has been credited and pulled back from the outside collection agency. Deposits take 30-60 to be refunded to the customer's same account they used to pay the deposit.

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.

I had a negative experience with Verizon in the [redacted] area. My experience involved a change in my service on Monday, June *, 2015. The specific change involved my FIOS Set Top Box. I originally requested to have my standard set top box changed for a HD set top box. Verizon created a ticket for this change and informed me I had two choices to exchange my set top box. Verizon said I could have the new box delivered for a fee or pick it up in nearby [redacted]. I was going to pick it up. But before I went to pick it up Verizon informed me that they had been charging me for another HD set top box that had problems that I had neglected to return to Verizon. So since I had recently purchased two HD TV's and to get best picture and sound I would need two HD set top boxes. I decided that I would exchange this broken HD set top box that Verizon was charging me for with a working HD set top box. However, when I called the Verizon pickup location in [redacted] the representative told me I would need another order number to exchange this broken HD set top box that Verizon was charging me for. So I then called Verizon back to get this additional order number as to not have to make two trips to pick up the two HD Set Boxes. Verizon representative was telling me he could not issue me another order number without me completed the initial order. I could not believe they wanted me to make two separate trips to resolve my issued. So I made a request to the representative to talk to a supervisor. After having me on the line for about another 15 minutes the representative came back on the line and said that the supervisor would call be back. As of Thursday June **, 2015 no one has called me back. So since I do not have the rest of my life to devote to Verizon I called and cancelled my original order until a later date. I receive TV, Internet, Phone and Wireless Phone services to Verizon. This is no way to treat customers that you are receiving over $400 dollars a month from. This kind of customer service needs to be corrected.

I have had Verizon Service in Dallas area for over 10 years ... until recently. I have never, never, never experienced such poor service from any similar vendor. Although their service (TV, Phone, Internet, Wireless) is not the most competitive it was trying to reach Verizon on the phone that caused my final decision. I will never do business with them again. Today I have been transferred 5 times and on hold for 45 minutes as I simply try to pay my final bill. In fact if they have tried to charge me on items that date back 4 years and can not even explain. I am beginning to expect automated corruption in their billing system that should be investigated .... but for me I am done.

Verizon's technical support is definitely subpar. I was asking a very simple question about the time zone of my parental control program that is on the router. I can understand why they need to verify that I am actually a customer so I endured the long string of verification questions. However, the "agent" was completely inept. Not did I get the wrong information, I had to later figure it out myself through some tedious trial and error. Our conversation was also filled with grammar and spelling mistakes from their end, which makes me think they are just using overseas people who have no idea what they are doing.

I have called in several time for the same problem well after being told my bill would not raise for changing my payment date a bill that is suppose to be $180 Max I am having to pay over $300 for this month!! I have been lied to several times and by two supervisors. I thought that customers matter well I don't think that's true according to how many times I have had to call in and how many times I have been lied to! Nothing has been fixed and I'm paying over $300 for two phones I find that a little bit ridiculous.

[redacted]BLATANTLY RIPPED OFF BY VERIZON TECHNICIAN VISIT[redacted]

Like many of you I see posting here, my internet service has been dropping constantly since I signed up with Verizon Fios.

A technician finally came to resolve the problem and "fixed" what he thought the problem was. Well, it didn't work. Now Verizon insists on charging me $110.00 for NOTHING. I was told there may be a charge and even though I believe I shouldn't have to pay for fixing faulty equipment, I thought I would bite the bullet if it meant fixing my internet connection. After what anyone would consider an insane, lengthy conversation with a service agent that went nowhere I got them to at least admit that I simply paid for a visit by a technician and that the faulty equipment/service they sold me is basically my problem. My mind boggles at how they get away with this stuff and treat their customers so poorly. Has anyone had any sucess disputing this type of charge?

Multiple calls with Outsourced reps to resolve constant phone, Internet and television issues every couple months over the last 3 years. I had visits from 4 different technicians over that time all blaming inside wiring and hardware yet the same problems exist.When calling with problems, I was promised a hardware upgrade and resolution to my issues with another 2 year agreement. Agreed to that and had technician come in a do a disgusting install with hardware dangling in closet very poor craftsmanship. Called to report and the horrid customer service who barely is understandable runs me thru the same troubleshooting process with no luck. Never getting speeds I was promised in contract and services always down and intermittent. Now I'm told they are working on it but there is no tech onsite and I have no service that I'm contracted for. Verizon Fios is dropping the ball from a customer service standpoint and technical aspect all the time, very frustrating!

Review: About 2 months ago, maybe more, I ordered high speed internet for my new home location via online. As I went through the process I was forced to obtain a phone land line as part of the package, so I decided to get the phone line even though I didn't need it. I was able to go through the entire order process to have internet and phone line installed at my home address without any issue. The day before the installation date, I received an email stating that my order was canceled. This prompted me to contact customer service moments after seeing the email. The service rep advised me that Verizon did not cover my home address for internet and asked me if I still wanted the phone service. I explained in depth that I did NOT want the phone service anymore because I really only got it because I was forced to in order to get the internet. They understood and told me they canceled the phone install. Several days later I received a call from a technician telling me they just installed my phone line. I called the technician back and explained in length what had happened and why I did NOT again, want the phone line. He said I needed to contact customer service again because the install had been closed and they needed to open a new ticket to have phone removed. I followed instruction, calling cust. service again, explaining this time that I was told once that the phone install was canceled but it was installed anyway. They apologized and stated they would have it removed. During this call the rep could not locate my account because they told me my account was canceled too, which was odd. To shorten this story, I had to contact Verizon about 10 more times explaining the entire story to every person I spoke with and every person assured me they have taken care of it and that I would not be charged. Here I am over 2 months later, still receiving bills showing a balance of $75 for service I never got. I have already called back, usually staying on hold for 15 mins or more, to explain my entire story over and over and that I was informed I would not be charged, and how I am still receiving a bill for the same amount...After being told I've been credited on 3 occasions. I just received another bill today in fact, showing the same balance I was told would be removed, credited and show a zero balance on the next bill. I have NEVER seen such a lack of attention to an issue in my life nor have I ever been told this many times my issue would be resolved and it has not. I am so afraid my stellar credit rating is going to be affected when Verizon thinks I am a dead beat and turns this in to credit reporting agencies. I have already had this discussion with them twice. This is such a disaster for someone who was refused internet at my home address to begin with. I am so thankful I am NOT a customer at this point but I feel as though because I am not, this is the reason for the deficient resolution to my problem. If I could, I would sue them for harassment as I have spent hours calling in to resolve this issue when I never had the service to begin with. I am also calling the [redacted] in the morning but someone please HELP me.Desired Settlement: I just want this bill to show a zero balance as I was told it would 3 times over the course of several months. I never had service, they told me I never had service and they have told me on many occasions that I would not be charged anything.

Business

Response:

The customer has been advised that his account has been corrected and he has a zero balance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have Verizon triple play subscription service. I was able to watch live TV on my tablet through Verizon mobile app. It happened that for some reasons I could not watch TV on my tablet. I made a complaint to technical support, and they said that the issue is quickly going to be resolved. After 2 hours, I could watch the TV on my tablet again. The day after when I wanted to watch TV, a message appeared.Saying FIOS MOBILEWe analogize, but we are unable to process your request at this time. Please try again in a few minutes.ERROR CODE: invalid registrationWhen I sign the app lets me in, and I can see TV icons, so there is not any problem with signing in.I signed off, uninstalled the app, reinstalled the app, signed in back, but the same error message appeared again.I called the technical support again, and after again taking many steps, the error message still showed.The technical support asked me that if I have another tablet to see if FIOS mobile is working on that tablet. When I tried the other tablet, the app was working well, and I could watch live TV on the other tablet, but when I wanted to use the first tablet again the same error message appeared.To my guess some one in Verizon has sabotaged my first tablet so I can not use the app any more. I have Verizon internet, TV, and phone, so there is not any problem with the internet.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I have bought my tablet for 105 dollars.and some one in Verizon has created this problem, so I can not watch TV any more on my tablet.Why I can see TV on the other tablet , but not on this tablet.Verizon has to issue a credit for 105 dollars .

Business

Response:

Verizon Fiber Solution Center representatives have verified that there is no trouble with the customer's service. The representative spoke with the customer and advised him to send and email to the app developers at Verizon from his tablet. The customer has done this. The Verizon app developers are working to resolve the issue with this customer's one tablet. Verizon's investigation could find no evidence that a Verizon employee hacked or tampered with the customer's tablet in any way. Verizon will follow up with the customer on the permanent resolution to this issue.

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 is what I consider bait and switch tactics. I've been with them several years. They offered HBO promo for $10/month until 12/**/15. I had and Triple Play package with Prime TV channels. When I called to discontinue the promo, they did but lost many of my regular channels. When I called about this as didn't change my contract, just removed the PROMO, they without my knowledge or permission upgraded me to Utlimate TV and increasing significantly my bill. When I called to ask why this was done the moved me back to my original package, but the package was not what I had, ie. the channel lineup. They also gave me as customer appreciation free Showtime until Jan **,2016. This was also removed without my knowledge or any explanation. When I called and spoke with Customer services AND the supervisor, what I got was "[redacted]". If any changes are made to a contract, bundle, removing a promo, etc. they should say upfront that this will impact your bill and your lineup. I consider this a bait and switch tactic. Loyalty is not important here. The customer service reps and even supervisors are not trained on promos, changes and what the impact will be on consumer. They just do it and customer has to discover on their own how those changes impact their package/coverage.Desired Settlement: I am on fixed income. Since trying to reduce my bill I've returned two setup boxes, increased internet to 75/75 (another promo) that was to reduce my bill. Now my bill has increased significantly and am getting less service/product that when I first started. Bottom line is I will never ever take a promo and change anything on my bill. I told them my bill must be between $155-$165/month.

Business

Response:

On November **, 2015 order [redacted] was initiated to remove HBO. When HBO was removed additional channels were also removed. Research determined on November **, 2015 order [redacted] was initiated in error to change the bundle to the Ultimate HD bundle. Please note this matter was referred to the appropriate manager for coaching and training. On November **, 2015 a billing representative from our office spoke with [redacted] regarding her concerns. During this contact, the representative explained and offered [redacted] the FDV (Fios Digital Voice) Prime HD bundle with Fios Data 75/75 at $124.99 (plus taxes, surcharges, equipment, optional, and additional services). In addition, the representative advised [redacted] that she would maintain the existing promotional discounts totaling $44.00. [redacted] accepted the offer order confirmation [redacted]. The representative sent [redacted] the order confirmation for her review. [redacted] requested HBO. The representative offered HBO at $19.99 with a promotional credit of 50% off for 6 months. The itemized credit is $10.00 off for 6 months. [redacted] accepted the offer order confirmation [redacted]. The representative explained that the previous changes occurred prior to the Bill Cycle date and therefore; no credit was due. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at [redacted] EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations

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: Phone service was reduced and internet was canceled January ** and spoke to Leroy. Received a bill with multiple charges and duplicate charges. I called 1/** and spoke to Christian who said he credited back the amounts for the charges. When the bill was received there was no credit. I called Verizon again several times, Spoke to Ms. B[redacted] on 2/** and Danny on 2/** and no one was able to access my account. I was also unable to access my account online. When I spoke with Danny on 2/**, he said to not pay my bill and just wait until the next cycle since they couldn't do anything at the time. He said there would be no late fees and he would put in the account to waive the charges. I received my bill the end of February, the charges are still messed up and am now being charged a late fee. Along with these charges I am being charged 10 cents per call. So a charge of $1.60. Leroy in the first call said that my phone line would have 20 calls included before any fees would be accessed. This is just a mess and nothing is being settled. Every time I call verizon someone acts like it's their first day on the job and has no clue to any previous calls that we have made. Why such a lack of customer service?Desired Settlement: Refund of over charges

Business

Response:

I reviewed [redacted] account and see that $10.96 in pro-rated credits for internet service were issued January **, 2016. Subsequent to receipt of the complaint, I forwarded the dispute to our billing department for further assistance. On March *, 2016, at my request, a representative issued an additional prorated $17.75 credit for the remaining days internet was billed as reflected on the customer’s January **, 2016 bill. This adjustment will appear on [redacted] pending March **, 2016 billing statement. I was unsuccessful in speaking to the customer; however, I apologized for his concern and provided this information in an email to him today.

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:

The $10.96 was a credit that was supposed to be applied to our account for our phone line being out of service around Christmas 2015. The additional credit of $17 is new to me and no one has explained why this amount. I have attempted to contact Mr. Stephen S[redacted] multiple times with multiple voicemail and he has failed to return my calls on the contact numbers given to him. I would like to have all charges credited back on my account. This has been an on-going issue since January.

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

Sincerely,

Business

Response:

Subsequent to receipt of the complaint, Debra, a Verizon billing consultant spoke to [redacted] and recapped $36.07 in credits issued for internet out-of-service, late fee and a message unit. The customer advised all is resolved now and has our can-be-reach numbers.

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. Credits should be applied to next bill. I will continue to monitor my statement for the next few weeks to ensure credits have been applied.

Sincerely,

Review: Following a power outage our business has been without internet service for now a week. Our business relies upon internet to run VOIP phone service including a fax line and the ability to use our credit card machine. The lack of internet has then also limited our ability to use our electronic medical record, contact referring practitioners, and most important we have been unable to contact our patients to make appointments and verify their insurance. Verizon customer service has essentially lied to us- first telling us that activation is on a first come first serve basis, then they told us it is all computerized, then they told us on Wednesday that it takes 72 hours to resolve. It is now Monday, a week after the initial outage and we have been informed that a technician will be coming, who knows when.Desired Settlement: We would like our bill to be prorated for the week+ we have been without service. A written apology and written instruction for what to do if this problem ever occurs again. Nothing can be done to repair the damage to our business lost in this time and that is a shame, because of Verizon we are losing thousands of dollars. We are losing the ability to help countless patients.

Business

Response:

Verizon's records show this customer's concern is with Verizon Business. Please re-direct the compliant to Verizon Business.

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. Verizon was able to restore our service outage. Verizon Business was able to provide a refund for the time we went without service. While the customer service experience was not to our liking- too many automated phone service recordings, too many automated emails, when we are able to communicate directly our complaint was handled well. This took several days, several emails, several phone calls, and several direct messages over Twitter to accomplish which took us further away from our day to day business operations in addition to being without our primary source of internet.Thank you for your assistance in the matter and helping us to seek resolution.

Sincerely,

Review: Had a Verizon FIOS Account which was closed in March of 2012. Verizon kept the account open after official notification of the account closure, and all of their equipment was returned to them. Verizon fraudulently kept my account open until July 2013, and continued to bill me on a closed account. They have referred my account to collections, and ever since May of 2012, I have been receiving over 150 harassing calls from their collections department. They are harassing me, and refusing to rectify their billing errors. I have contacted them several times only to constantly be transferred to numerous different departments to the most RUDE & UNPROFESSIONAL personnel. Repated failure to rectify the issues, after numerous complaint filed with their customer relations.Desired Settlement: immediately remove my account from collections, and remove all the negative information you have reported to my Experian and Equifax credit bureau files. After all of this is done, please unsubscribe me from all of your mailings and phone calls, and PLEASE LEAVE ME ALONE AND STOP HARASSING ME!!!!!

Business

Response:

This customer contacted our Presidential Appeals office and our executive offices regarding his billing dispute. The services were discontinued in June of 2012 and outstanding charges do not included any unreturned equipment charges. Our review of the account found charges to be accurate. We contacted customer to review the charges and discuss his concerns. The customer was not receptive to discuss of the billing.

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]

services were disconnected, and verizon failed to close the account after written notification for account closure and calling to their customer relations as we were experiencing several service issues, and service outages, which they never bothered to rectify or resolve for months.

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

Sincerely,

Business

Response:

We understand customer is not satisfied and we regret we will not be able to satisfy this customer. Our records confirmed service discontinued in June 2012 and no record of any request for termination in March of 2012. The customer has not been able to provide any documentation he requested the services to be disconnected in March. The service continued to be used from March through to disconnection. Our investigations determined the outstanding charges to be accurate and have been sustained with the customer multiple times. This complaint is closed.

Review: I have been a Verizon residential phone and internet service customer since [redacted] and 2010, respectively. I have no record of late payments.

At this time, I cannot rely on Verizon phone line and internet connection, because Verizon has failed to solve a technical problem that has been affecting said service since November [redacted], 2103.

Here is a log of the contacts I have had with Verizon since that date, as well as their outcome:

- November **, afternoon: I called technical assistance to report no dial tone, no internet connection. Following the recorded instructions, I checked my own equipment, bought a corded phone and tested the line. Still no service.

- November **, evening: I called technical assistance again. I was told to check my equipment again, then to go outside and plug the phone directly into the box located on the external part of the building. I objected it could be dangerous at night. The person to whom I was speaking said he would send a technician and have my calls forwarded to my cell phone.

- November **, morning: I received an email, a text message, and a phone call form Verizon advising me that my ticket number was [redacted], that repair time was going to be that same day between 8 am and 12 pm, and that my presence at home was necessary.

- November **, afternoon: The technician didn’t show up. At approximately 3:4* pm, I received a call from a technician who said he was on his way as per recent instructions. Reluctantly, said technician examined the box outside. The internet connection was restored, the dial tone came back, but the phone would ring once every two hours, nights included.

- November 2*, afternoon: No phone and internet service available. I called Verizon technical assistance, went through the drill, talked to a technical assistant and also to his supervisor. They didn’t find any record of technical problems with my account and could not schedule repairs within the next three days.

- November 28: I received an email indicating that I had been assigned ticket [redacted] and that repairs would take place the following day before 8:00 PM. No time was specified.

- November **, morning: A technician worked half an hour on the box located outside the building; then, he said a team would have to be deployed. Eventually, dial tone was restored, the internet working intermittently.

- November **, morning: A Verizon employee called to let me know that a device would be sent into which I would have to plug my phone, as many people in my same area were experiencing problems due to faulty cables; she added that the device would not help with the internet connection.

- December **: No internet connection. When my home number would be dialed, a Verizon Wireless Message would come up blocking incoming calls. Called technical assistance.

- December **, morning: One technician worked outside the building until 2 pm. He guaranteed I will never have a problem again. Phone and internet service was back.

- December *, afternoon: No dial tone. When called, the number was busy. Called technical assistance. Verizon device not yet delivered.

- December *, evening: Dial tone was restored.

- December *, evening: No dial tone.

- December **, static on the line

- December **, afternoon: No dial tone, no internet connection.

As a response to each request for technical assistance, the problem was treated like an isolated episode; nobody was there to oversee the “team work”; there appeared to be no communication among departments.

On December **, I received my phone bill; on December 8, I called the Verizon billing department stating I refused to pay my bill. Since negotiations seemed to be impossible (upon pulling out my account information, the agent said he still had to check if I really had a problem), I spoke to supervisor Todd A., who said he would put me in contact with the legal department the next time he would be at work. He also gave me a Tucson, Arizona address for the letter I intended to write.

In the evening of December **, I received a phone call from Todd A., who transferred me to the paralegal department. They told me it was the wrong department, and that I should call ‘Escalation’ at ###-###-####. Escalation was open during regular business hours and I could not talk to them.

On Dec **, I called ‘Escalation’ from work and a [redacted] (the first person ever to give me her last name), told me she could help me deal with technical issues. However, she needed to know if my phone was working right that second, and, since I could not tell her, then she could do nothing for me, but she added somebody would call me. Promptly, [redacted] called me saying she was a customer advocate and she could help me fix my problem. For billing issues, I should call Escalation at ###-###-####. I said I really had no time left from my lunch break and tried to explain how I had just spoken to Escalation, but I could not do so, as she hung up on me.Desired Settlement: I work as an interpreter on a per diem basis for various government agencies, both in person and telephonically from home; I also use the internet to carry out my activities in the field of translation and interpretation.

Since November **I have not made myself available for said agencies, as my phone and internet service was either nonexistent or unreliable, and I lost income. I also lost income by taking days off from work to wait for technicians and by spending hours on my cellular phone with Verizon.

I am requesting that Verizon restore my phone and internet service and compensate me for loss of income.

Business

Response:

This customer was OOS for the following days: 11/**-

11/**/13 and 11/**- 12/**. The customer was issued out of service credit in the

amount of $10.83 for High Speed Internet service. Credit of $6.12 was on the

November bill for voice service and an additional credit for the voice appeared

on the December bill in the amount of $8.78. Verizon does not compensate for

loss of income in accordance with the Tariff.

Review: I have a DSL internet account with verizon and have had shoddy internet connection for many months, on and off, on and off without proper credit for loss services. Instead they have raised my bill from 29.99, my original contract to over $40 with less reliable service. I am lucky to be able to fill an online compliant while I can. I cannot get any internet services that I pay for independently like [redacted] or [redacted] and they have threatened to charge me for checking their lines outside of my apartment. The three times I tried to upgrade to FIOS their technicians didn't show costing me three and half days pay which they wouldn't reimburse me for. And now they are trying to strong arm me again to upgrade with no assurances they'll even show to do the upgrade which I don't want now. Given this is a company which gives information on all their customers to the government without customer approval much less knowledge, they are now emboldened to directly steal from all their customers as well. I cannot tolerate this arrogant posture they have taken to steal and provide no services with impunity, please help stop this corporate tyranny that they exhibit. How long do have to bow to every giant lawless corporation? It's time we fight these thugs at every turn. Please help me.Desired Settlement: Review their lack of credit for no service issues, their raising of fees not stipulated in my contract and repair my service.

Business

Response:

We issued credit for the internet service ($34.99) and

referred to Verizon On-Line technical support to assist customer in resolving

issues. A different type modem was ordered for the customer. The customer

confirmed receipt of modem but no time yet to connect it. The customer will

contact technical support when he finds the time.

We thank the customer for bringing these concerns to our

attention and providing us with an opportunity to address his concerns.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I still cannot my windows live mail and I'm 100% percent sure I never will. Their arrogance is astounding. They bouncing me back and forth between microsoft and themselves with no satisfaction whatsoever. They cut me off while on hold and then deny it. I'm sick of it. This is what happens when companies become to big to fail and to big to even offer any fair resolution while they continue to pilfer my hard earned money. NO I am not backing down from these greedy bean counters. I prefer to fight them whatever the outcome. As they continue on their money grabs more hardworking people like me will stand up against them. Join me.

Regards,

Business

Response:

The customer raises no new issues. Our response remains the same. We regret we will not be able to satisfiy this customer.

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]

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Hello

Account:

Customer Id Code:

Bill & Payment

Current

Paper Print Download

Paid in full.

Thank you for paying your bill. Your account is up to date.

Pay your bill easier and faster by enrolling in one of our Auto Pay options.

Account Balance

-$68.41

Make a One-Time Payment

Previous Balance $43.69

No Payment Received $.00

Adjustments and Credits -$150.79

Balance Forward -$107.10

New Charges

Statement Dated 2/**/2014

Current Activity View Details $37.48

Taxes, Governmental Surcharges and Fees $0.22

Verizon Surcharges and Other Charges & Credits$.99

Total New Charges Due by February **, 2014 $38.69

Account Balance -$68.41

Memo Bill DO NOT PAY

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1

2

3

4

Need Help?

Account #: [redacted]

Customer Identification Code: [redacted]

And now:

Hello

Account:

Customer Id Code:

Bill & Payment

Current

Paper Print Download

You have a payment due.

Pay your bill easier and faster by enrolling in one of our

Auto Pay options.

Total Amount Due

$61.28

Pay Bill

Previous Balance -$68.41

No Payment Received $.00

Balance Forward -$68.41

New Charges

Statement Dated 3/**/2014

Current Activity View Details $128.48

Taxes, Governmental Surcharges and Fees $0.22

Verizon Surcharges and Other Charges & Credits$.99

Total New Charges Due by March **, 2014 $129.69

Total Amount Due $61.28

Check the math from a -$61.41 at end of 2/**to $61.28 in 3/**. Tell me.

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

Sincerely,

Review: I called Verizon on 9/* to schedule 2 payments: one on 9/** for 400.00 and one for 9/** for the remaining balance 318.00. An unauthorized payment was processed 9/* in the amount of $403.50, which I became aware of the next day when attempting to pay my rent. I called Verizon to inquire as I never made this payment, and was told that I made the payment on the web, which was not the case at all. The rep who I spoke with originally to schedule payments, [redacted] in Account Finance, provided ME with a confirmation number, not the other way around. I was accused of making this payment by several representatives, and one by the name of [redacted] even threatened to suspend my service since I was asking for a refund. I finally spoke with [redacted] again who acknowleged the error was hers. I was sent an email regarding a pending reversal on 9/*. I again spoke to [redacted] and was told the refund could take 3-5 business days, which is completely unacceptable as I purposely scheduled the payments for the [redacted] and [redacted] for a reason. I had other responsibilities. Among which, rent, and purchasing medication for a chronically sick child. I was unable to do either. I have also a few NSF charges from my bank resulting from this error. I was told that Verizon would not cover the charges, despite it being their fault. After several calls to Verizon, I still have not seen the reversal to date. I have contacted my bank who does not show reversal or even a pending transaction for one. Today is the 5th business day, and no one has answers or is very willing to help. I have since decided to cancel my service with Verizon, and was unjustly charged a $40.00 cancellation fee. This is bogus! I do not agree. I would not have cancelled, had Verizon not made an error and be so slow and unwilling to resolve it. I was even willing to restablish service today after the only pleasant interaction I've had with the company. After speaking to Account Finance again, and still not getting resolution, I cancelled that order again. I have both residential and mobile service with Verizon and I am completely shocked at how I've been handled, especially considering I've never had an issue with either provider before. The reps have proved unknowlegeable, unempathetic and not at all helpful!.Desired Settlement: Money refunded, cancellation waived, NSF charges covered not as credits to Verizon account, as account is closed

Business

Response:

Our collections group called customer today at 1:03pm at cbr#[redacted]. Representative explained she was calling regarding the reversal request for the $400 & asked her if as of today the payment was back into her bank account.

The customer advised it isn't we apologized telling her we would need to check accounting to find out the status of the reversal. We also asked her about the bank fees she

indicated she was charged due to the rep error and she advised she was billed $70.00. Verizon will credit her account the $70.00. She said she will check with her bank to see if the funds are there but will not be able to tell us until tomorrow. Customer is satisfied and has representative's phone number if necessary. Case closed.