Verizon Communications

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: My Internet service went out on 6/**/2015 around or before 528am an then the Ethernet ports went out on the wireless Modem shortly afterwards. I have spoken to several representative in refrence to this. The very first time , I was informed that it was a central office isses that they were working on. On the second day 6/**/2015 I called back again to find out the status of the problem at [redacted]. I have called each day except for 6/**/2015 due to that I was unable to be at home durning that time period. On 6/**/2015 I spoke to a reprsentative and ask for the information that delt with the desired troubble ticket number that refered to this accout with Verizon. th representative assured that they will send a techniician out on 6/**/2015 between the hours of 1-5PM. No one showed at all, so a called was placed back to Verizon and spoke to a representative at verizon again. It was indicated that they would be out by 7-730pm. Verizon technician didn't show at all. Call was placed again to the a Verizon representative. the representative wanted me to do the same things in the trouble shooting process again, in turn I had stop the convesation with the representative and advise them that the Modem isn't working and that it was to be replaced. The representative assured myself and my wife that a technician would be out on 6/**/2015 between the hours of 8am to 12pm. So basically no wireless devise in our home will not work and that we are currently paying for a service that doesn't work either, and that hasn't be available for one week.Desired Settlement: I f Technician doesn't show will ask for the service to be removed and to be refunded, asap, and will switch over to [redacted] Internet.

Business

Response:

Company records reflect a trouble report filed June **, 2015with Verizon regarding “no synchronization” issues. The trouble ticket was closed June **,2015. There have been no further ticketsfiled since June ** 2015. Also, a review of the trouble history revealsno other trouble reported in the past 18 months. Subsequent to receipt of the complaint, I forwarded [redacted]’s concerns to our Verizon Online technical support. A review of the download portion of thecustomer’s usage reflects reading extremely close (i.e., 2.8 or 2.9 to over 3.0speeds). I was advised that readings atthis level will cause slow speeds and synchronization/connection issues aswell. Please be advised that neither the Verizon Online techniciannor I were successful in speaking to the customer. Voicemails that included callback informationwere provided to the customer. In theabsence of speaking to the customer, Verizon nevertheless apologizes for anyinconvenience. To that end, please alsobe apprised that at my request, Billing issued a pro-rated ten-dayout-of-service credit totaling $11.66. The credit will appear on the customer’s June **, 2015 billingstatement.

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: The problem at hand is that I am still receiving collection notices for an account that I thought was settled early 2015. Upon opening my internet account with Verizon I was promised a 2 year contract for a set amount that I was happy to pay. However my first three bills that I was to pay were for invalid amounts. The first amount was wrong because my agent told me I was to have my activation fees waived because I had problems opening my account online and that was the promotion at the time. The account was opened on the phone but since it was not my fault I could not open it online I was promised a waived activation fee which was resolved. My next two bills I was just incorrectly charged by I believe it was 20 dollars each time. Which again resulted in more painful phone calls of waiting and being transferred. So by my third or fourth month it was time to move locations of living which again resulted in another phone call. upon talking to 4 or 5 different representatives I ended up speaking with a higher up and was to close my account. I was told that since I was moving I would be able to open the account at my new address and be able to close the account with no early termination fees. I thought that was a large hassle just to close my account and since I had so many other problems with miscommunications was told that I could just close my account with no further actions. However the account apparently was not closed after my move like I though it was. So my service was still running while no one was even living at the Wallace address. I was late to return my equipment which I realize caused a problem for Verizon and they issued me a fee and a phone call saying that I forgot to return my equipment. So I immediately returned my equipment in a box they sent to my house to resolve the problem as quick as I could. Now believing that my problems were over Verizon sent me to collections and I am unable to speak to a Verizon rep about my account. I sent my first collections agency a notice on why I do not owe the 580 dollars in late unreturned equipment fees. But that however did not work. I was sent to yet another agency. This is where I am at now. I do not know anywhere else to turn. I thought the last time I spoke with Verizon I had settled everything but apparently not. I am student at [redacted] and have enough problems in my life other than Verizon continuing to ask me for money that I do not owe them. I have always paid my bills on time and was a good customer considering the amount of times I had to call and fix bills I was overcharged on.Desired Settlement: I would like a billing adjustment of what was agreed when I ended my two year contract because of billing issues and for my credit score to be fixed if it was affected.

Business

Response:

We spoke with the customer to advise we are in receipt of the complaint. According to our records, the last payment received was in June 2014. Service was disconnected due to non-payment on October *, 2014. There are no notes showing the customer called requesting to disconnect the service. The customer was billed an Early Termination Fee and Unreturned Equipment Charges. The equipment was returned and inventoried and the customer was credited for the Unreturned Equipment Charges. The final bill charges are for the months of June, August, September and October and the Early Termination Fee. This information was explained to the customer. The customer will provide documentation showing the move out date. Upon receiving this information from the customer, the account will be discussed with the customer to determine the outcome. The customer has our contact information for future reference.

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: 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: I have been with Verizon since they were [redacted] over 30 yrs. When I moved over a year ago they changed my internet, phone to a Fios system w/o telling me and increased my rates over $30.00 They expected me to pay when I got the bill and did not offer me a better plan etc. I spoke to 5 reps and finally found a supervisor that gave me a $20.00 discount per month.The following year my rate was increased another $30.00 or so. I called a few times. This time long waiting times on the phone up to 30 min. or more. Finally I contacted someone and they gave me the same $20.00 discount. I was then a bit behind and have been paying the best I could.Mainly due to having problems getting thru to anyone. Last night it took me 30 minutes to get thru and I expressed the bill was a bit high for me to handle. The only solution was to save a few dollars a month in a 2 yr contract. I have a business for over 25 years and was really appalled by the service I was getting from Verizon. I told them I was offered other plans with cable included but did not care for all the cable channels at this time.I then noticed for the first time that there were late fees. He looked into it [redacted], stated they were charged for one year. I asked what he could do to take off these fees since it was difficult getting thru and getting a supervisor on the phone etc. He refuse to credit or give me a supervisor. To add I spent another 30 minute with him. I told him I was displeased with their services and wanted to speak to the corporate dept. then called again and Verizon told me they re-routing my call to the same person I spoke to!!I then called the tech dept. now investing another 15 minutes and 15 minutes trying to get a supervisor in billing. She then told me that she would call back once she got someone.One hour later a nonsupervisor was given to me. She told me why I wanted to talk to a supervisor and asked her to monitor the call because I was tired of waiting it was later in the evening.

Product_Or_Service: 30 yrs. agoDesired Settlement: DesiredSettlementID: Refund

Was over 15 minutes and I finally hung up She called back and told her I was tired. She refuse to have supervisor call me and I told her I was calling the Revdex.com re: the services.SHE LAUGHED.Shame Shame on Verizon I do hear there Wireless service is good but phone etc. is awful.Quite sad. I tried to pay on line. 2 days in a row and their system was not working to take my payment.Solution PROFESSIONAL SUPERVISOR TO CONTACT ME. Looks like I will canc

Business

Response:

On January *, 2015, our billing representative spoke with[redacted]. She is not happy with our ratesand wants to see if we can lower the billing price point she is currentlypaying. We went over different optionsand she feels our prices are too high and she may have to go to anothercompany. The customer is also disputingthe late fees that she has for the past six months. The fees total $25.67. Our Collections representative explained ourprocedures on late payment charges assessed. [redacted]'s has an 8 day grace period before fee(s) are billed. She is currently past due $206.13. The customer was advised these fees are validand no adjustments will be issued for late charges.

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]

The account rep called and did not state she was calling re: the complaint from the better business bueau. She did not acknowledge difficulty getting thru to Verizon including a supervisor. There was no apology for the inconvience. Very cold when calling and stated I was looking for new rates.Once I explain some of complaints and concerns as the original complaint to Better Business B. she, then apolgized for Verizon's lack of customer service. Also I did explain twice I tried to pay on line but the computer would not accept payment. Her response was did you have a problem in the past, I said I sometimes pd on line but not a problem in the far past, she felt that was acceptable for the current problem.She then discussed rates and did not tell me of a lower rate that I recd thru the mail, I had to mention that to her. She then said I had to be put thru contract to have $10.00 off a month of my bill which was the plan I had without a contract. Due to the services I was quite hesitant to go on a contract and asked if they could make an exception since I was a customer of over 30 years with [redacted] and she said NO.I then asked the very last thing they could do was take care of the late charges for all the inconveniences, she refused.Her service was awful and I will dispute this further. I would ask the Revdex.com for a number to the organization that forsees the phone companies.I would also ask if Verizon has a hardship program to pay this bill and will be seeking my business eleswhere in the meantime.Thank-you

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

Sincerely,

[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?

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: Verizon is billing me for service I never received. I cancelled DSL service (paid in full) and moved out of the my former address and verizon billed me for service after those events. I recently learned of this incorrect billing situation by checking my credit reports.Desired Settlement: I would like you to consider removing the negative payments from my credit report. Also any mention of my account being referred to collections. I hope that Verizon will be willing to work with me on erasing these marks from my credit reports.

Business

Response:

We reviewed the information provided and completed all actions required to ensure that the account has been removed from credit report.

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 a [redacted] veteran with health issues who retired from civil service with the government with over 38 years of service in 12/2014.I have been a loyal Verizon customer for many years. I have been having problems with my Verizon home phone and internet for almost 1 year. Since I retired in December 2014, I have been trying to streamline my services with Verizon as I am now on a fixed income. In the beginning I had bundled my services with them (cell phone, home phone, internet and [redacted]). Since January 2015 my home phone had not worked and I was having difficulty with my internet. I was calling every month (several times within the months) to have someone research the problems. I have had technicians come out to my home but the problem regarding the landline was not totally resolved until August 2015. Verizon was supposed to have issued me a credit for not being able to use my home phone but this has not happened. My bills with Verizon have been over $300 each month (excluding wireless) since my retirement and I have disputed this on the phone and in writing with them as this is very hard being on a fixed income. I was told that I had to have a landline for internet even though I had no use of this landline and do not need one. I requested in July 2015 to discontinue the bundle package so that I could at least have access to my cell phone until the discrepancies could be resolved & still no resolution. I was advised by one of your representatives to cancel my internet and go with a mobile hotspot which is still causing my bill to be well over $300 each month and I have to keep adding extra data to my cell line. Now once again my landline and internet has been disconnected and no one has contacted me when I sent the dispute in writing to the Verizon headquarters.The stress of this has been overwhelming. I have several health issues and have had [redacted]urgery. I need help getting this problem with Verizon resolved. Thank youDesired Settlement: I am hoping to be given the credit for the time frame when I was not able to use my landline, credit for difficulty with my internet and price adjustments each month I have requested to streamline my services. I am hoping that Verizon can give me a bundle package that I can afford for internet, cell phone and TV that will be under $200 each month. I am also hoping Verizon can explain why I must have a landline that I do not use. Your assistance to this matter is greatly appreciated.

Business

Response:

Please be advised I spoke to [redacted] and advised Verizon records do not show the trouble in December 2014 was an issue with the outside cable. We agreed to issue 50% of the monthly phone charges for 6 months. We have also honored the credit for 3 months of phone services he was previously promised. [redacted] has decided to cancel his phone an internet services after he has set up the “My Domain” in order to retain his Verizon email. He will contact me directly once he has set this up so that we can proceed with the service order he has requested. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted]Sr. AnalystVerizon Executive Relations

Review: Verizon fios is not a good cable provider they Lie to you never stick to what the contract saysI wouldn't recommend it to anybodythey told me my bill was going to be120 And is been 160Desired Settlement: I want out of this contract

Business

Response:

On February **, 2015 credit in the amount of $12.39 was issued for the Existing Outlet Activation charge that posted to the January 2015 bill. On April **, 2015 credits totaling $69.99 were issued for the Fios Internet Activation Fee that billed in 3 installments of $23.33. On April **, 2015 credit in the amount of $12.38 was issued for the Existing Outlet Activation charge that posted to the February 2015 bill. Please allow 1-2 bill cycles for credits to post to the account. On April **, 2015 a billing representative from our office spoke with [redacted] and went over the promotions, billing, and pricing in detail. The representative explained that the promotion regarding the tablet was with a 2 year Verizon Wireless commitment. During this contact, [redacted] advised that he needed to discuss the matter with [redacted] prior to making changes to the account. On April **, 2015 a billing representative from our office spoke back with [redacted]. The representative explained that the current term expires December **, 2016. As a courtesy, the representative added a $20.00 off for 24 months (expires April **, 2017) Extended Savings credit. [redacted] accepted the offer. We apologize for any unprofessional treatment and misinformation [redacted] may have received when contacting our Customer Service department. 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 */###-###-#### EXT [redacted]. Sincerely, [redacted] Executive Customer Relations

I am thoroughly disgruntled with the service or lack of it Verizon exhibits. My cable/internet/phone was disconnected in order for my neighbor to get their Fios going. How can the workmen disconnect a customers line to hook another up. It seems all the houses up and down my street are in no order what so ever.... This means they are continually painting lines and digging lines to install two people to my right. The box which houses the cables on street was left up and off the box itself creating a terrible tripping liability issue in my front yard, WHen I called I was picked up by Martin in Costa Rica whom I could not understand who transferred me to Walt and then to Mary I PA. Somewhere I even talked to Julie ( all of who could not give me address so I could write a formal complaint). Still I had no service because of the shoddy cheap inexperienced workers digging and connecting residences up to the cable. I cannot express who angered I am with my yard being torn up 3xs and the work wasn't for me.... only when the disconnected my cable on Aug ** did I call and really tried to explain the safety issue they left in my yard.

Customer service is non existent with Verizon. My neighbor who also has Fios had her service down twice, once for the wire being severed while digging and the following week she too was disconnected while they were setting up another customer. I don't understand how they can connect 2 new customers and at the same time disconnect two paying customers with Verizon for years.....I was told I would be compensated for damaged yard and inconvenience of disrupted service. But no one has contracts us yet.... guess I must go on my phone quest to talk to someone who can credit my account.

Review: My Verizon service (standard internet & phone) was installed on 07/**/2014. The internet speed was not what I was told it was going to be (I was told ** mbps, but actually got less than 1 mbps). So, approximately one hour after it was installed (07/**/2014), I called Verizon to cancel BOTH the internet and the phone service. I was told that both services would be turned off by midnight that same night. And, sure enough, both services were no longer working the next morning. I called Verizon again just to double-check that they were turned off, and that I would not be billed. The customer service agent assured me that yes, the services were turned off, and I would not be billed anything since I had cancelled within the 30 days. I returned my modem, and thought that was the end of it. HOWEVER, I am STILL getting billed every single month for services I don't have, and never had, with the exception of a few hours on the day they were installed. I have called every single time I have gotten a bill, and I keep getting told that it takes 2-3 billing cycles to "clear the account". When I last called approximately 2 or 3 weeks ago, I spoke to a supervisor, who checked my account, and told me that it showed I had cancelled the same day, that I didn't owe anything, and that the next bill should show a zero (0) balance. However, yesterday I received an email stating that my balance was past due, AND they also called my mother's house regarding the bill. I don't owe them any money whatsoever, and I want them to stop sending me a bill for services I have never had. I cancelled the day of installation, which is well within the 30 day timeframe. My account is supposedly well-documented with this information, as well as with the information of all of the times I've called regarding the issue, so I shouldn't be having these problems. MY CUSTOMER ACCOUNT NUMBER IS: [redacted] Product_Or_Service: Phone & Internet Service

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

I would like my account credited to show a zero balance, and would like the harassment to stop (emails, bills and phone calls). I would also like a mailed statement showing that I owe absolutely nothing on this account. Otherwise, I will be contacting a lawyer.

Business

Response:

Thank you for referring the complaint

of [redacted] to our office for review. We appreciate this matter

being brought to our attention.

A Verizon representative spoke with [redacted]

on October *, 2014 in regards to this inquiry.

We have researched the account and confirmed the order was placed

however failed to stop monthly billing.

We have apologized for the error of billing and taken the actions

necessary to stop the billing and have charges credit back to the original

disconnect date. The November statement

should display the credit corrections and we have a commitment to zero out any

remaining charges. We will also be mailing

[redacted] a statement reflecting the zero balance. [redacted] has accepted these actions as

closure to this inquiry.

We trust that this information will assist

you in closing this complaint. We apologize for any inconvenience that the [redacted]

has experienced as a result of the above matter.

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 received yet another bill last week showing that I owe yet another $27.00. I will not consider this matter closed until I receive a statement that says I have a zero balance, and have received a letter that also states that my account is closed, I have a zero balance, owe nothing for this service, and has been reported to the appropriate credit agencies that I owe nothing. Once this has been done, I will then update my complaint accordingly.

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

Sincerely,

Business

Response:

We are aware that the account balance is currently not reflecting a zero balance. A new bill will not generate until November *, 2014. Once the bill

has generated and we can view the balance, we have the account diaried to make any additional corrections to bring to a zero balance. [redacted] has been

provided the direct number for the account specialist handling this inquiry should she have any further questions or concerns. We will also be providing her with a followup call at that time.

The Verizon customer "service" personnel DEMAND the customer's Social Security Number. Storing that SSN in a database is an invitation to identity theft. Verizon has NO RIGHT to know a customer's SSN.

Review: I used to be a Verizon Fios customer. After multiple issues including: breaking my TV during install and not fully compensating for the damages, constantly raising my rates, when moving trying to increase my rate despite supposedly being locked into a 2 year agreement on price, and finally simply not showing to install services - I cancelled my service. I received an invoice about 1 month ago. I called into their billing office and after speaking to several people and being transferred multiple times nobody could find any record of the bill yet I continue to receive bills. I spoke to [redacted] on or around the week of 10/** at customer service and she promised she would call me back within 72 hours and she never did.Desired Settlement: I want my account closed and I want the balance cleared.

Business

Response:

Our investigation found account number [redacted] final bill for $17.49 was issued on November **, 2014. [redacted] placed a move order on August **, 2014 and the old location account was disconnected on August **, 2014. The customer cancelled installation of service at the new location. The last bill sent to the customer's old location was in the amount of $123.98. Then a September **, 2014 billing statement sent reflected prorated credit for the disconnect and reduced the balance to $12.49. Then The October **, 2014 billing statement issued a $5.00 late payment fee which changed the balance to $17.49. Our billing representative spoke with [redacted]. On December **, 2014, our billing representative spoke with the customer and advised the final bill for $17.49 will be adjusted. [redacted] had no further concerns.

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: On my final bill from Verizon for FIOS Internet service, the bill showed an $8.60 "deferred charge" from 2009 (nearly 5 years ago). This charge never showed in my account activity or bills over the previous five years and it is a [redacted] practice to pull a charge out of thin air on a customer's final bill and take it out of their refund. Verizon should keep track of my charges and bill accordingly in a timely manner, not five years later.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund me the $8.60.

Business

Response:

[redacted]

Case #: [redacted]

Thank you for referring the complaint of [redacted] to our office for review. We appreciate her bringing this matter to our attention.

In the complaint [redacted] expressed concern regarding her final Verizon bill for FiOS Internet service. The billing included an $8.60 “deferred charge” for 2009 (nearly 5 years ago). She stated the charge never showed in her account activity or bills over the previous five years and it is a [redacted] practice to pull a charge out of thin air.

Our records indicate the customer’s billing statement dated November **, 2009 included the notification that this charge would be billed once service is disconnected. The billing stated the following:

“FiOS Internet 10/* Nov ** – Nov ** $8.60. Above Charge Deferred Due to A2R Cycle Align; Will Bill When Data is Disconnected”.

[redacted]

Above is the verbiage is directly from the billing statement dated November [redacted] 2009. A bill reprint was requested to be sent to [redacted] at [redacted]. She will be able to view the actual billing statement once it arrives.

Verizon did provide appropriate notification for the future billing of this fee, and as a result there is no credit warranted.

The above information was provided to [redacted] on September **, 2014. Should [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted].

Sincerely,

Review: I am currently switching away from Verizon Fios. I was on their chat room talking with 2 agents within 3 days, both agents told me that I wouldn't have to pay an early termination fee, if I was keeping internet which I was planning to. So, I went back to the chat to switch it over, and it was unavailable so I called and I was rudely told that I have wrong information and that I had to pay the termination fee. She then rudely explained why and said it about 3 more times like I was stupid. I then disconnected and tried the chat room instead. I spoke with a employee there and they then proceeded to do the same thing saying how I got wrong information and I told them it isn't my fault that 2 previous agents told me the exact same information and that they should honor it, and told me to go ahead and call the Business Bureau. I was rudely told again that we would have to pay, and that if I cancelled before the [redacted] of march, I would only have to pay termination fee. I then today, told them to cancel and now another agent is saying I have to pay the fee, AND now I have to pay more money even though I am cancelling the [redacted]. I am getting different information between agents, and that isn't my fault and I shouldn't have to pay either amount now in my eyes, because not my fault I was given incorrect information.Desired Settlement: I would like to not have to pay for the rest of the amount that I supposedly owe, which I was never advised in any of my past conversations. I also think I shouldn't have to pay the early termination fee, because 2 out of the 3 agents I talked with told me I wouldn't have to. Now a result of all this miscommunication, I am trying to just cancel all together and feel like I shouldn't have to pay anything. Very poor customer service they have!

Business

Response:

Tell us why here... Our investigation found the early termination fee to be applicable. The email confirmation sent to the customer on 6/**/15 prior to the services being installed clearly stated that the bundle must be maintained for a minimum of 24 months or an early termination fee of up to $230 applies if services are canceled early. The intention of the email is to allow the customer to cancel the request prior to installation if there is any disagreement with the terms. A billing specialist contacted the customer to acknowledge receipt of this complaint. The early termination fee was sustained. The customer was informed that if they establish new service within the next 90 days we would adjust the fee as a courtesy.

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 employees should have told me all of that and they didn't they said I didn't have tipsy. If was I the contract the employees should have advised that as well. Which they didn't. They should still honor it.

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

Sincerely,

Business

Response:

No new information provided. The company's position remains the same.

Review: On my return from vacation on 8/**/14, I found that Verizon FIOS had disconnected my FIOS service while connecting my downstairs tenants service. On 8/** a technician came to reconnect my service and while fixing and trying to change location of my box he drilled into an electrical wire that left me without power in several rooms in my house. FIOS stated I had to find an electrician to fix the electric wire, and they would pay for the cost. On 8/**/2014, an electrician came, but before doing work wanted approval from Verizon that they would pay bill. I called the [redacted] office and reached the [redacted], I put him on conference call with electrician and he approved work stating Verizon would pay bill. The bill is $597.44 and to date the electrician has not been paid and is now billing me. I have made several calls to Verizon, I received promises of getting a call back, with no response. I would like your help in getting Verizon FIOS to pay for the big mistake their technician made, and pay for the cost of the damage to my homes electrical system.Desired Settlement: Pay: The electrician the cost- $597.44 (I have copy of latest demand for payment I received on 9/*/2014 if needed)This company did repair and Verizon promised to pay. I spoke with [redacted], at Verizon, [redacted] location on morning of repair and who approved and promised to pay for the repair.

Business

Response:

A Verizon field manager contacted the customer who agreed tofax him a copy of the electrician’s bill for repair of the damage. The managerwill process payment for the damage claim

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. However, I did ask Verizon to call me and let me know when they have paid the electrician.Sincerely, [redacted]

Review: On 7/**/15 we cancelled our Verizon internet and TV service by calling Verizon customer service and speaking to a rep who would only give their identity as PJ.

We had two phone lines with Verizon; one was removed in June when we changed providers, the other is still active and should remain active.

On 7/**/15 all Verizon equipment was returned

On 8/** we received a bill for 84.45 for service from 8/** - 9/**.

On 8/** called Verizon again and spoke with Joe M[redacted]. Joe assured us the 84.45 charges would be removed, and a refund issued for 7/** – 8/**. Reference number for that call is [redacted].

On 9/*/15, 84.45 was drafted from the checking account tied to this Verizon account

On 9/**/15, we received a collection letter from IC System for an 84.45 Verizon balance.

On 9/**/15 called Verizon AGAIN and spoke with Sam, who claims no notes were found regarding our previous cancellation. He said it will be taken care of and we will receive a refund, but could not provide a confirmation number.

Having already talked to two reps before, who apparently did nothing, we do not trust that this last call will resolve the issue.

We have not had Verizon TV or internet service since 7/**. We do not owe Verizon anything! In fact, they still owe us a refund from 7/** when service was cancelled to the 8/** billing date, and an 84.45 refund for the draft taken from checking account on 9/*.Desired Settlement: 1. DO NOT touch the other Verizon phone account that is still at this address. It is a separate account from the one disputed in this complaint.

2. A letter from Verizon to us stating the account has been withdrawn from collections and a refund will be sent

3. Verizon to issue us a refund for 84.45, plus the period from date of cancellation 7/**, to 8/**.

4. A letter from IC System to us stating that the account has been withdrawn from their agency and we do not owe any balance.

5. A letter from Verizon to all credit reporting agencies that this was THEIR error and to remove any entry related to this.

6. Verizon to send us copies of the letters they send to credit reporting agencies

Business

Response:

On September **, 2015, our billing representative spoke with [redacted] and explained the account was disconnected on August **, 2015 but the order was Effective Bill Dated back to July **, 2015 and a refund of $132.40 will be sent to him. An additional 6 days over charge was issued totaling $27.65. We have requested the customer's refund check ($160.05) is expedited. Collection Action has ceased at this time.

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:

We will not consider this resolved until all refund amounts due have been physically received by us. Saying a refund check will be sent does not bring the complaint to a conclusion.

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

Sincerely,

Business

Response:

[redacted] and [redacted]'s refund check for ($160.05) wasprocessed as of October *, 2015. The check will be sent to the customer's current address on file. On October *, 2015, I spoke with [redacted] and I advised that the refund check of $160.05 was processed on October *, 2015. [redacted] confirmed he did receive an email a few days ago advising ofthe check being processed but has not received as yet. I explained I will update the Revdex.com of the status of the check and that I still have a follow up open and will contactthem on October **, 2015 to confirm refund check receipt if I do not hear from them before that date. [redacted]understood.

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.Refund check for 160.05 was received on 10/**/15.It is a very poor reflection on Verizon's customer service that we had to file a complaint with Revdex.com to get this resolved. It is also very disappointing that once Verizon finally talked to us, it took nearly 30 days to finally receive a refund.

Sincerely,