Verizon Communications

Review: I've been a loyal,customer over 5 years loves the service we,recently moved and when we did we moved our service over to the ew place. The rep gave me a deal to get the bundle package we have and we will get a 400 dollar visa gift card this was in November on January ** I got a email that ide be soon getting my visa gift card so I,recently logged on the web site where you check the status of the gift card and now it says I will no longer be able to get it due to eligibility the only way not to get it is if you cancel which I hav not and if u have late bill payment which I don't because I'm set up on automatic payment this is not right they tell you Ul get the reward but when it's time to give they say that u can't get it and make excuses I'm going to cancle both my fios service and my cellular service toDesired Settlement: The 400 that I was planning on using to upgrade my verizon cell phone

Business

Response:

Verizon again contacted the customer and explained he hadreceived a $120.00 gift card 6/**/14. Because he wasn’t entitled to anothergift card for nine months, Verizon had placed a hold on the new $400.00 card.Authorization to release the gift card was provided and the customer has beenadvised he will receive it in approximately 35 days.

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,

Will accost but if they fail to provide l won't go away

Verizon has deteriorated to the point of being nonfunctional. The departments are not able to work together and barely communicate. For example, central office and off-site techs do not work together. I have been sent back and forth between these to departments more than 4 times with 4 onsite tech visits and multiple phone calls. In the meantime, my landline remains nonfunctional.

The customer service people are very nice and do their best but they have no knowledge and provide wrong answers. For example, they finally convinced me to get FIOS in my office and I was told that they would not even have to enter my office. They changed my appointment the day it was schedule for 2 hours earlier without checking so I was not there. The tech showed up stating that not only did he have to come into my office but it would be "a very big job" to wire my office. In the end, I canceled the switch to FIOS.

Used to be the best service now completely dysfunctional compounded by outsourced billing service that pretends to be in US. How does Revdex.com still give them an A+. Makes me question the Revdex.com ratings.

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: In February 2015, I entered a contract with Verizon to provide me with both Home and Wireless services including TV and Internet. It has been a real nightmare since. My TV flickers non-stop, home phone is constantly disconnecting during a call and my cell phone, even on Safe Mode, cannot be heard and cannot hear the person at the end of the line. Despite various trips to the store, phone calls and complaints to Verizon, during which the phone disconnected 4 times, the last time I called last week, I was unable to get them to address dealing with my issues. All Verizon is able to offer is an additional contract for the lines and installation fee to increase its revenue. I was also told that they cannot send a technician at no charge and basically, the issue is my fault. I am very frustrated as I am paying over $225/month to Verizon and have to use my sister's phone to make a call. I need assistance to end my contract of make Verizon accountable for our contractual agreement, which includes providing a service. Please help me by reasoning with Verizon and make them do the right thing!Desired Settlement: Verizon can either correct the issues or void my contract which will allow me to move to another provider. I also require a refund for payment made since services has not been rendered.

Business

Response:

A customer service representative also contacted the customer to review her billing concerns. Therepresentative confirmed with the customer that her bundle was $79.99 per month. The representative reviewed previous credits and also issued an out of service credit of $37.57 for voice and $13.34 for the set top box. The representative advised that Verizon does not guarantee wireless (WiFi) speeds. The customer had no further questions.

Review: Credit on account since May. Promised check. Received check then a computer error at Verizon stopped check. Promised another check.

I've had a credit balance since May! Promised over and over and over check would be exbidited. Finally got check, put it in the bank and because of a computer problem at Verizon the check was cancelled and I was charged $12.00 by my bank. November, still do not have my money and I'm promised again the check will be issued. I demanded the $12.00. They can't do that. I demanded late fee to ME. They can't do that. I just simply want the money owed me since May 2014 PLUS the $12.00 PLUS a late fee per month!Desired Settlement: $161.09 plus bank fee of $12.00 plus $50 per month since May = $323.00 by November **, 2014!

Business

Response:

[redacted] Thank youfor referring the case of [redacted] to our office for review. We appreciate you bringing this matter to ourattention. Accordingto our records check number [redacted] in the amount of 161.09 was released on October**, 2014 and sent to the customer’s address of record. We confirmedwith the customer on November **, 2014 that the check has been received. Weapologize for any inconvenience this may have caused the customer. We trustthis information will assist you in closing out this case. Sincerely,Verizon SWExecutive Relations

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.

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,

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.

Review: I disconnected my service with Verizon (FIOS) on July [redacted] 2015. I was told my initial deposit would be refunded within 7 business day. That has not happen and I'm getting transferred to various departments.

I would like for Verizon to refund my deposit of $139.00. My Verizon account number is [redacted].

Thank You.Desired Settlement: I would like for Verizon to refund my deposit of $139.00. My Verizon account number is [redacted].

Business

Response:

We are unable to locate a deposit for this customer. The customer will provide a copy of his statement show the deposit transaction. Once we receive this documentation, we will be able to resolve this issue.

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.

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: I am being charged and have been charged for over a year now for services I do not receive from Verizon. I have contacted them numerous times over the past year and spent hours on the phone, computer and internet trying to resolve the issue with them and am still getting charged and they are not willing to do anything about it as my balance continues to go up because of this erroneous and fraudulent charge and then they charge fees and charges on top of that. It has gotten out of hand and they suspended my service as I cannot afford to pay the back balance with all of the fraudulent charges. This is abusive practice and feel I am being targeted as a single mother. The stress I have endeared and tried to cope with over this whole mess is becoming unbearable as my income has now been reduced due to loss in a job. I have also tried to set up reasonable payments to pay off balance which they are not willing to do. I requested to pay balance after they remove all of the false charges over 12 months but they want it in full. They did at one point in October credit me back some of the fees as they did agree they were charging falsely for services not received and stated the service is fixed and will receive but I never received the services and am still being charged every month $30 for a service I do not have. I cannot call out on my phone to anybody and they said they are not willing to to anything. I NEED YOUR HELP TO RESOLVE AND STOP THIS HUGE COMPANY FROM TAKING ADVANTAGE OF WOMEN LIKE THIS IT IS OUT RIGHT A CRIME WHAT THEY ARE DOING. I am having a very difficult time dealing with this stress.Desired Settlement: I want all of the money I was charged along with the additional fees and costs refunded back to me along with not being charged that again on my bill since they are not able to give me the service. They state it looks OK on their side but I can not use my phone to call anybody and they never came out to correct this. I also feel that all of the anxiety and stress they have put me through should have some sort of bearing on the settlement. I feel that NOBODY SHOULD EVER HAVE TO PAY $200 per MONTH TO PUT UP WITH THIS TREATMENT IT IS NOT FAIR OR RIGHT IN ANY FORM.

Business

Response:

Verizon has made attempts to reach the customer to discuss her billing. The customer was provided a contact number. The company has found no error in billing and if the customer would like to make a change to her plan she can contact us.

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 becauseThe company (Verizon) is charging me for home phone service which I can not use. They clearly itemize this on the bill $30 per month for the service. I can not call our or make ANY calls on my home and have not been able to for over a year now. I have spent countless hours on the phone (cell Phone) and internet over the past year trying to straighten out and I AM STILL GETTING CHARGED $30 per MONTH FOR SERVICE I DO NOT HAVE. I have gotten in trouble at work for personal calls as everytime I contact them I am on the phone (mostly on hold) in excess of 30 minutes PLUS. I did contact them but I MUST CALL after 5:00 when I am done work and they do not answer. I am so stressed over this and it is affecting my health and my job. ONCE AGAIN EVERY TIME I CALL I AM BULLIED BY THE PERSON ON THE OTHER LINE. I have been taken advantage of being a single woman and their practices are down right abusive. THey clearly discriminate against people who they feel they can push around, especially women. If I do not get satisfaction I am very prepared to take this to the next level. If they cannot fix it so I get the service they charge me for, that is totally fine but I want the $30 per month I have paid credited back to my account and do not want it to appear on any further bill. THis is something they can do without speaking to me if they find it impossible to have a number and person I can contact after 5:00 PM. THis is beyond ridiculous and NOBODY SHOULD BE ABUSED LIKE THIS BY A BIG COMPANY> SHAME ON THEM. ANd since they have been falsely charging me for $30 per month for services I do not receive, my bill has a large balance that I need corrected and then terms that are reASONABLE FOR ME TO PAY THEM BACK. Every time I have to deal with this I get chest pains and if something happens to me health wise, everybody is aware of the situation and I will hold them liable for this in addition. I am not going to be BULLIED BY THEM ANYMORE> PLEASE HELP ME.

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:

I only received one message on my cell phone, which they called during the day while I was at work. Unfortunately I stated numerous times, that I cannot take personal calls at work. I did however contact them back at the number left on my voicemail [redacted] am waiting for a return call. Until I speak with them to actually resolve, I still need this open. If they do in fact resolve, I will inform you immediately. Thank you for your help.Sincerely,[redacted]

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

Sincerely,

Business

Response:

The customer has been provided direct contact information. There has been no error in billing and no service issue identified. The customer can contact Verizon during normal business hours to discuss her concerns.

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.

Review: I have been a Verizon FIOS customer for 8 years with Internet, Phone and TV services. In 2008, the phone services were set up using Copper (not FIOS) due to technical issues in our (rural) town. It took Verizon FiOS 6+ months to set up the Copper line. This included 3 visits from technicians. Once the copper line was up, the land lines finally worked

Yesterday (March [redacted] 2016, 12:00 noon), I called Verizon FIOS to get a lower rate per month. I explained our prior issues on the landline and needing to stay on Copper. We were able to lock in a better rate and save ~$40 per month. At around 1:00 pm March [redacted], my landline no longer worked. There was no dial tone.

Same Day - March [redacted]

I called technical support 3x

The two people told me the issue was on my end and that I should check the power source

The last person I spoke to at Verizon FIOS (Mike) was helpful. He said that Verizon Fios did in fact switch your phone line back to FIOS (not copper)

I called customer Services 3x

The first 2 people told me that Copper is no longer supported. I explained that literally 4 hours ago and for the last 8 years I was on Copper.

March [redacted]

I called technical support 2x. Same answer. I am now on hold again waiting (20 minutes and counting) for customer serviceDesired Settlement: Put me back on Copper

Some of your customer service agents including technical agents should care more about customers and their issues.

Business

Response:

Tell us why here... Our investigation found that it was agreed to change the line back. This was accomplished on March **, 2016.

Review: We ordered Internet service from Verizon. The technician who came to our home stood on a freezer in the basement to install a box. The technician did not mention to my husband that he needed access above the freezer and did not tell him that the lid to the freezer caved in under him.Wev were told to get a price to replace the lid and we did. When the Supervisor came out to inspect it he stated the Technician said he didn't notice the lid caved in under him. We were then told to call an outside contractor who works for Verizon because they handle these type of claims. We called the

number as instructed and left messages with no return call. We also have received several letters from a company named [redacted]. The contact name was Brian M[redacted] ###-###-#### same person we have previously left messages.Claim number [redacted]. We have called several times with several messages. I need my freezer fixed because the seal is leaking out the cold air. In addition they mentioned a price for the lid but how is the lid going to get installed? I need some help with resolving this matter.

Thanks so much

[redacted]Desired Settlement: To have my Freezer Fixed or replaced by Verizon.

Business

Response:

A Verizon representative spoke with [redacted] on 2/**/2016. [redacted] advised that she had filed a property damage claim but had not heard from the adjuster. The representative contacted the Sedgwick claims adjuster and had him contact [redacted] about the damage claim. The representative spoke with [redacted] again on 2/**/2016. [redacted] advised that she had spoken with the claims adjuster, and has been promised payment for her claim. [redacted] has the direct number of the Verizon representative to call if she has any further issues with this damage claim.

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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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,

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.

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 been using [redacted] Service from Verizon for many years. I have re-apply every year, including 2015. I have re-apply in November 2014 for that. In January 2015 Verizon canceled the [redacted] for me, saying that they did not received the letter for rectification. Now they charge me almost $30 for the service, that I used to pay $3. I called them and they said to send a fax to them with re certification information. And I did two weeks ago. I called them again in two weeks and they said they did not received the fax. I have a few neighbors in my complex that having exactly the same problem. Verizon said they outsource this service to somebody else and that caused the issues. But why we have to pay for their bad service.Desired Settlement: I request to restore the [redacted] service based on the documents we sent multiple times and refund the difference in billing for all month that [redacted] service was not available. Thank you

Business

Response:

On 2/**/15, a Verizon customer service representative reviewed [redacted]’s account and processed his [redacted] application with an effective bill date of 2/*/15. The [redacted]'s were advised. We apologize for the inconvenience [redacted] experienced as a result of this matter.

Review: They have lost our payments for 4 months, yet when I give confirmation #, they can't find it, and now no service

They are missing 3-4 payments that cannot be found, I have PD them over the phone as well as online banking, yet its no where to be found even their confirmation numbers are apparently no good. I think someone there is embezzlingDesired Settlement: DesiredSettlementID: Other (requires explanation)

I just want them to fix the acct and turn on my stuff. Where has my money gone? I'm getting ready to seek legal advice

Business

Response:

Revdex.com complaint [redacted] I called the customer's contact number and left a message at [redacted] with my name number reason for my call , advised I do not have her proof of payment, once received can do a search left my fax number as well so she can fax it.