Verizon Communications

This is the absolute worst, conniving, manipulating company out there. They will lie to your face about "free devices" and "saving you money". When in reality you get hit with mystery charges and fees every month and a $300 cell phone bill. GOOD LUCK trying to get a hold of customer service.. You're wasting your breath. They will run you in circles and direct you to an 800 number that frankly I am convinced just rings a phone that no one will ever answer. Good luck dealing with this greedy horrible monster of a corporation. They own everything anyways so they could care less if you have a terrible experience or struggle to pay their outrages charges for a cell phone so long as their CEO can eat his lobster dinner every night on his private jet. WORST COMPANY EVER!

Review: In April 2010, Verizon Home Service sold me a service bundle that, ultimately, they were not even able to provide in my area. When they initially sold me the bundle, they lied and said that they would be able to provide me with Fios cable, a landline, and high speed cable internet. It turns out that the only thing they were able to provide was the landline. They sent out [redacted] as a sub-contractor to install a satellite dish, so I got roped into a two year contract with [redacted] which I did not want. Then, because they could not install cable in my area, obviously they could not provide me with cable internet, so they sent me a telephone modem which I did not want. I called them, and told them just to cancel everything. I told them if they could not provide me with the bundle they sold me, then I did not want any of it. They disconnected my landline, but still sent me a bill. Then they reconnected my landline (twice more), using different phone numbers each time. I called them and told them to stop reconnecting my landline, without my authorization, and to stop sending me bills, because I would not pay them. This went on for about 6 months in 2010, until finally I got a notice from a collection agent that Verizon had turned over bills for three unpaid landlines, in my name, to them. I wrote a letter to the collection agent, explaining what had happened, and that I would go to court over this if necessary. I never heard anything back from Verizon or from the collection agent. In May 2014, my employer did a re-investigation of my background, to include a credit check, and they advised me that I had 3 outstanding balances from Verizon, which were hurting my credit rating. I contacted Verizon immediately, just to settle this matter, so that my employer would be satisfied, and so that this would come off of my credit report. I ended up paying $39.95 to [redacted], as well as $179.92, $234.51, and $342.10 to Verizon Home Service. That is a total of $796.48, which I want refunded to me by Verizon. Can they just sell people fake packages like that? Can they just connect, disconnect, and reconnect landlines without your permission, just to say that you owe them money? Can they continue to charge you late fees, and unpaid bill fees, without so much as contacting you? I didn't even know the fees were continuing to pile up over the years. When I didn't hear anything back from them or the collection agent, I thought the matter was settled. Can they just put a smear on your credit rating like that? It isn't fair! Verizon's Customer Service stinks, as well. You can't even go into a center to talk to a representative face to face, you have to do it all on the phone, or via their website. When you call they leave you on hold for hours. At one point, when I was stating my case, I was told to "shut up" by one of the representatives. Unprofessional! If I can't get any satisfaction through this route, I intend to file a claim through my county Small Claims Court system. This is not just a bait and switch advertisement complaint. This complaint falls into several different of the options on your drop down menu. I was only allowed to select one category, so I picked the bait and switch one.Desired Settlement: I ended up paying $39.95 to [redacted], as well as $179.92, $234.51, and $342.10 to Verizon Home Service. That is a total of $796.48, which I want refunded to me by Verizon. This does not include any legal processing fees, which I may incur, if I file this through the court system.

Business

Response:

A Billing Specialist reviewed [redacted]'s account. Adjustments totaling $632.51 were applied to [redacted]'s account. Once these adjustments post to [redacted]'s account, he will receive a refund for $632.51. I will monitor this account and follow up with [redacted] to ensure he has received his refund.

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 subscribed to the verizon FIOS service in July of 2014 and part of the deal I was told by the sales person that I would get a voucher for $200 which I needed to take to the verizon wireless store and exchange it for a tablet up to the worth of $200. I specifically asked her if I needed to sign up with verizon wireless to avail this offer and I was told no. I received my voucher yesterday and it clearly says that 2 year activation is required through verizon wirelss. Im shocked that a company such as verizon could mislead people in to subscribing to their service my misleading them. I called verizon customer service and they said they were sorry and that nothing could be done. I want to bring it to everyone's notice that this is a totally unacceptable practice and needs to be addressed.Thanks,[redacted]Desired Settlement: I hope they can keep up their promise and send me the tablet. if not I would like to cancel the account and my activation fees and other fees incurred be refunded.

Business

Response:

Spoke with [redacted] apologized and did credit $19.99 for activation fee. Customer accepted credit and explanation of free tablet

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was told the credit would be the entire Activation fee of $60 which is billed to me as in 3 installments. Just wanted to be clear on this.

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

Sincerely,

Business

Response:

[redacted] was advised that adjusting the activation wasn’t our resolution to him not receiving the tablet without the 2 year agreement with Verizon Wireless. [redacted] understands needs to get 2 year agreement with Verizon wireless for tablet. The activation is $59.99 which gets split over 3 months, and that is why the activation was credited only $19.99. Advised the installment billing of the activation fee was cancelled. [redacted] will not see the charges on the next two bills.

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: Door-door sales offer not honored by Verizon. Verizon doesn't transfer to door to door dept or higher supervisor. No accountability! Bait and switch!

Account name [redacted]

Account phone number ###-###-####

Order number [redacted]

On March [redacted] 2015 a door to door Verizon representative (Luis M[redacted])offered a cable bundle package for $124.99/month including tax & equipment for 3 TV's. This package would include phone, fios internet 75/75 and cable TV on 3 devises with the "preferred" cable services. Our signed contract states "free installation, advanced router, $250 visa gift card, free google tablet. $124.99/2 year contract." We reviewed our previous Verizon bills with this representative and explained that we didn't want to pay much more than our $107/month bill. The door to door salesman assured us that the $124.99 included everything including all taxes and fees. On April [redacted] after drilling and installing, we were not receiving the correct cable package, over the phone I was then told the price would be $179/mo. After 2 conversations a representative told me of an email confirming the charge. I had never been informed of this email and had never sent any confirmation of this email. The signed door to door sales agreement means less to them than the email they never told me they sent and I never confirmed. I then called the door to door sales representative who verbally confirmed "yes that price I gave you should include taxes and equipment". Since then I have been unable to get that salesman on the phone and Verizon states the "can not transfer or connect me to the door to door sales department".

They got me to bite on a great offer, sent an email, changed the price and are now refusing to honor the original door to door Verizon representatives offer. They also state they can not put me back on my original plan (prior to any cable TV) of $107/month (including taxes) for phone and internet. I believe this is a modern day version of Bait and Switch. I believe the Revdex.com should be aware of large corporations using outlawed and less than honorable sales practices.

How is it.....

How is it that Verizon can offer one thing, then switch the deal via email with no confirmation change the price and then refuse to even return me to my old plan?

How is it that I can be refused to speak with a higher level manager if a representative is not able to help me?

How is it that multiple employees can tell me there is no way to contact the door to door sales department?

How is it that they can approach my front door but I cant contact them?Desired Settlement: Please contact me, [redacted] at ###-###-#### or via email at [redacted] regarding any settlement or follow up concerning this issue.

Thank you for your time and efforts regarding this issue.

There are 2 possible settlement plans I would be satisfied with:

1. I would like Verizon to offer the deal they had offered including taxes and any equipment charges.

2. Offer the above stated plan for $124.99 including equipment but not taxes. I find it reasonable to pay the taxes (even

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. Our investigation concludes; records show [redacted] subscribed to the FiOS Digital Voice (FDV)Triple Play Select HD with 75/75 Data for $114.99. The bundle rate does not include rental equipment, premium channels and applicable taxes and surcharges. Verizon representative has attempted to reach [redacted], however has been unsuccessful. We will follow up with the customer in order to reach an amicable resolution. Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint. Sincerely, John T. Verizon SW Executive Relations ###-###-#### EXT [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

So far, I have been in contact with 2 Executive Relation Representatives. John was the first representative. Then the case was transferred to Sherrill. Today is Sunday, July **. 2015. I'm still waiting for a resolution on this matter.

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

Sincerely,

Business

Response:

[redacted] agreed to a 2 year contract with FDV+ 75/75 Data for $84.99 plus tax and surcharges. Verizon also agreed to give 1 time $100 credit to the account. Ben wanted to remove FIOS TV and IWMP stating he can do inside work himself. Order to change from triple to double play is [redacted].

Consumer

Response:

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

Sincerely,

On January **, 2015 we realized that my mother’s landline phone was not working properly as most calls would not ring, or sometimes ring once and stop. We called Verizon, and they said the next available appointment was Feb. * - two weeks away. On Feb. *, a technician came and after working in the apartment and outside said he had fixed the line and it would be working by 7:00 pm. It was not.

I called the Verizon office the next day and they said they would send someone on Feb. **. No one showed up and my mother waited all day. On Feb. ** when I called them Verizon supervisor, she said my mother’s address was listed incorrectly in the system and the technician had not been able to find the apartment. I asked her why the person on Feb. 9 could find the apartment and she had no answer. Her name is [redacted] and she said she was based in Maryland. She changed the address in the system, and gave me a repair ticket number of [redacted]. My mother has been at that address for 40 years and always gets her phone bills. [redacted] said someone would come on Feb. ** as that was the earliest available time for a confirmed repair.

No one showed up on Feb. **. I then called Verizon again and talked to [redacted], whose number is [redacted]. She said someone would come to fix my mother’s phone at 9 am on Feb. ** and if they didn’t show up to call her. I called [redacted] to tell her they were not there, but only got voicemail. They did not come until 2:30 in the afternoon, and the technician named [redacted] said he had to go outside down the fire escape but couldn’t do that alone. He told my mother he would return on Feb. ** at 9 with another technician and they would go outside to fix the line. They did not show up, and my mother called him directly as he gave her his cellphone. I also called [redacted] again on Feb. ** and ** and left voice messages on her line, and she never called me back.

After more repeated calls to Verizon, we were able to get someone to come on Feb[redacted] who went in to the building basement and fixed the line.

One of the representatives said we would get credit for the 3 and a half weeks of no service and also two months of free service. I believe she deserves more than that for the time spent waiting for Verizon and the aggravation of continual calls to get this fixed.

The supervisors we dealt with were impossible to reach again after the initial contact. It seems that they do not want to follow up and make sure that your problem is fixed.

Review: Verizon continues to bill after service terminated by customer and final bill paid. Even after admitting error the account is put into collection.

Product_Or_Service: Verizon Fios

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Correction to a credit report

All credit reports must be corrected and collection proceedings terminated.

Business

Response:

Verizon contacted the customer, apologized for the billingserrors, and noted that records have been corrected. The account has beenwithdrawn from collection, a paid in full letter has been sent to the customer,and the account has been credit report deleted to reflect with all creditreporting agencies within 30 days. In addition, the customer will receive anadditional refund of $89.46 in 30 – 60 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,

Review: When I talked to a Verizon FIOS sales rep about new service, he offered me "NFL Ticket" for a particular price. The day it was installed, I asked my installer about it. He said I didn't have it. Then I called customer service, and they told me that I did have it on some channel. This turned out to be NFL Network or perhaps NFL Red Zone. Regardless, neither one of these offered me the ability to watch whatever Sunday NFL game I wanted, which was what NFL Ticket allows. There were zero additional NFL games to view each week. I spent a number of weeks fumbling around trying to figure out if the "substitute" NFL channels met my needs, and they do not.

I wasn't happy with the service, but I wasn't upset enough to switch. However, this weekend changed my mind. My Internet stopped working without any notice that would actually make me aware of why, such as an email or text. I thought service was out and was waiting for it to come back on. I fumbled around, wasting my time, rebooting my FIOS router.

Finally, over the weekend, I called technical support, and they told me my account was suspended, but did not know the reason why. I spent too much time trying to reach the billing department, that was closed for the weekend. Apparently, I found out this morning when I finally reached them that I had not paid my bill, but I was unaware of this. If someone could have told me when I contacted technical support and the closed billing department multiple times, I might have been able to make an automated payment with their automated payment service. I could not watch [redacted] and [redacted] Go all weekend, so this lack of service ruined my plans for the weekend. Additionally, I stream Internet music at night. The lack of Internet caused me to use all my [redacted] bandwidth for the month.

Then when I try to make automated payments on Monday morning after finding out I needed to make a payment, the automated voice requests my full Verizon account number, which I don't have handy. Nevertheless, I attempted to enter one I found in an email Verizon sent me. It was nearly impossible to enter the full account number before the impatient automated talking robot cut me off every single time. I gave up after being thoroughly annoyed.

Needless, to say, the lies and incompetence are too much for me. Now, Verizon wants to charge a $250 early termination fee for their lies and incompetence. I don't think that's fair. I should not be charged a penalty for their lies and wasting of my time.Desired Settlement: Remove the early termination fee and cancel my service on Dec. *, 2015, as already requested.

Business

Response:

Please be advised Verizon records show statements were mailed to the home as well as a notice of suspension. A Verizon Billing Specialist spoke to [redacted] November [redacted], 2015 to advise this information and that the early termination fee would not be waived. He further advised the NFL Network is included with Preferred HD channel lineup but only DirecTV has the NFL Sunday Ticket. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The main issue is misleading sales representatives (external vendors) that Verizon uses to do bait and switch advertising. Then, when I dispute what the sales rep told me vs. what was delivered, Verizon has no record of the phone conversation. The sales rep told me I would get something equivalent to NFL ticket. I play fantasy football and want to see the games my players are playing in, not the normal one or two games the cable network decides to show in my area. Apparently, what he was likely talking about was NFL Red Zone, which I came to understand later, shows scoring plays from across the league in near real time. When the cable guy came to install it, I asked what special NFL channels I had. He said he didn't see anything soecial. I called a local Verizon customer service line and they told me I did have a special NFL channel. It took me many Sundays to become accustomed with Verizon'store cable box and determine if any additional football games were being displayed on my cable channels. I eventually learned that there were not. The local sales rep informed me I had the NFL Network, which was not the NFL Red Zone or anything close to NFL Ticket, as the Verizon rep had informed me. This is the main reason I want the cancelation fee waived - misleading, lying sales reps and Verizon taking zero accountability for deceptive sales practices. The other issues are more along the lines of incompetence in being able to tell me why service has been suspended on a weekend when the bilong office is closed. Completely ridiculous. I was without Internet for over 5 days, even had to wait over a day over Thanksgiving to have it work again. And it's been unreliable ever since - going in and out. I cannot get my [redacted] or [redacted] Fire stick working to this day. It'seems much slower than the equivalent speed Cox I used to have. I am very disappointed and dissatisfied.

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 am not a contract law expert, but do have some knowledge. Recording an acceptance, but not the details of the service promised related to the acceptance violates the spirit of the contract. Why did you not record the whole conversation? Let me here this recording. Two weeks was not sufficient enough time for me to determine there were no additional football games being broadcast. Sunday is the only day I can check. I have been very busy lately so was probably sidetracked. Plus, the NFL Network appears to broadcast repeats of games days afer they occur, so searching for NFL football is very confusing and appears to be displaying more games. All in all, I was misled and lied to by a Verizon-affiliated sales rep. It's funny how Verizon uses third party sales vendors to try to wipe their hands clean of any wrongdoing or bait and switch advertising. This sounds like a class action suit. If you don't waive the cancelation fees, I will contact web sites looking to start up class action law suits as well as the media. My complaint firmly stands. Verizon - stop wasting my time and angering me further. You are destroying your reputation. Do your care?

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

Sincerely,

Business

Response:

We sincerely apologize for the inconvenience and frustration this matter has caused. Verizon does not have a recording of this call to provide. Verizon stands by the initial response that the early termination fee is valid. The services ordered were provided on the email that was sent at the time of the order. This email also provides the link for the full terms of service agreement with Verizon. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Review: My complaint is for Verizon Fios. My husband and I have had nothing but problems when it comes to getting good service from this company. We have had tons of High Latency issues, lag, been dropped out of games because of the internet connection. My husband has called Verizon numerous times to speak to reps and nobody seems to know what the problem is. We have even tried switching out the router several times and increasing our internet speeds from 50/50 to 75/75. Even this did not resolve our problem. We use our internet service for just about everything in our household so this has been a major inconvenience and problem for us.Desired Settlement: We want some sort of compensation (on our bill) for our troubles and for our 'lack' of service. We also want someone from Verizon, who really knows what they are talking about, to contact us to try to help resolve the issues we are having. If we continue to have the problems we have been having in regards to the service, we will cancel and tell everyone we know how poor both the actual service and customer service has been.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate him bringing this matter to our attention. We apologize but at this time no resolution has been determined, as we are awaiting additional information pertinent to the resolution of this matter. Please allow additional time through December **, 2015 to determine a resolution.Should you need any additional information, please contact me at ###-###-####.Thank you, F[redacted] T.Verizon Executive Relations

Review: There are many different misrepresentations with Verizon Fios and their customer service reps. I ordered Fios services online for instillation on 10/**/214. I called in to make changes, the rep told me that he could make the changes however, he could give me an even better offer. He quoted me a price of $134 per month. I was extremely excited because that was cheaper than my original $165 order that I chose. He failed to mention that it was $134 before all the taxes and fees. I'm not opposed to paying taxes and equipment charges, I'm just annoyed that he failed to mention that it was before, which brings my bill to $202. Higher than my original $165, yet he said this was better! Issue # 2: with this promotional offer the rep offered me a 12 mth [redacted] subscription at no additional cost. He assured me that after installation I would be provided with a code for my [redacted] subscription. Upon installation I asked the tech about the [redacted] code/password? He said it would take a week for it to be delivered via email. A week passed I called Fios customer service they advised me that it takes 30 days after installation for the code to be emailed to me. I was never told it took 30 days. The 30 days passed, I then visited a Fios center and asked the rep if he knew how I could get the [redacted] code that was promised to me since 10/**/2014? He instructed me to log into My Verizon and it would be there. I tried that step and still nothing.I called again and it's the same run around. Today a new year and 3 mths later still no [redacted] subscription. Today after 50 mins of being on the phone with a rude [redacted] in [redacted], he told me if I cancel I would be charged early term fees, even though Fios is the one that has breeched the contract by not delivering the promotion that they offered me to begin with. I told him to give me a discount on the months I didn't have [redacted], and he laughed and said why should I get a discount because of a promo? I was to just wait the 72 hrs for the code.Desired Settlement: 1. An apology for the disrespect and lack of professionalism rep [redacted] displayed towards ME the CUSTOMER. They should also apologize for lying, and with holding the correct information on the [redacted] promotion. 2. Verizon Fios need to also offer me a better package price wise because the rep placed me in an even higher package. 3. Verizon need to offer me some type of satisfying discount for the inconvenience, wasting my time, and not being able to deliver [redacted] as per the contract/promo.

Business

Response:

Upon receipt of the complaint, I spoke with the customer, apologized for the inconvenience and advised the issue will be referred to the appropriate departments to investigate and resolve. According to our records, the customer spoke with a representative on October**, 2014 to review the order and made changes to the service. The Gift Card was mailed to the customer and the [redacted] link was e-mailed. I spoke with the customer on January**, 2015 who advised she is able to access [redacted] and all of her concerns were addressed and resolved. She has our contact information.

Review: Cancelled service effective 1/**/2015. Had bank set up for auto pay. Made 3 extra payments; called Verizon in 04/2015 and confirmed 3 extra payments were made and a refund check would be issued. Received approximately 25% of what I was told. Called 05/2015 and as informed a refund check would be issued (never received). Called back 06/2015 and was informed I would not be receiving a refund, then transferred to a "[redacted]" ([redacted]) who told me "I shouldn't get free money"; [redacted] hung up. Customer service stinks; they ([redacted]) did not listen and tried to talk over me constantly.Desired Settlement: I should receive the $140 that was claimed I owed since I was not informed of it until 5 months after my account was cancelled.

Business

Response:

upon receipt of this complaint , we made attempts to contact customer leaving messages and he returned my calls but we haven't been able to speak in detail. If this is an issue that they would still like to have addressed he can call back directly to me at [redacted]

Review: On May *, 2015 my partner, [redacted], and I contacted Verizon about setting up FIOS for internet, phone, and television. I currently have my landline phone service through Verizon. We asked that both names appear on the bill and [redacted] stated that he would have auto-payment made from his banking account. The representative, [redacted], stated this would be no problem. We also asked that my current phone number would also be in both names. We set up the installation for May **, 2015. A couple days later I received a confirmation letter addressed to only me. I also received an e-mail advising of a delivery of the FIOS equipment though I was never told that it would be sent separately. On May **, 2015 I contacted Verizon about 2 items with the main concern about why [redacted]'s name was not on the recent letter. I was told that the bill only goes out with one name which is my name and it cannot be changed until the new service begins. Additionally, that a credit report would have to be run on [redacted] to qualify for the service. I advised this was not what was agreed. The agent was not being helpful so I asked to speak to a supervisor. I was told the supervisor would need to call back. I called back and spoke to [redacted]. I asked her to cancel the request for FIOS service since I was not getting what was promised. She says she put in the cancellation with order number [redacted] (supervisor)called back and confirmed that the order was canceled. On May [redacted] I found people digging in my yard and I asked if they were from Verizon. They stated yes and I advised them that the order was canceled. I asked them to stop installing the line and leave. On May [redacted] I got an answering machine message that the technicians are scheduled for May [redacted] from 12-2pm. I called Verizon again and the agent stated the appointment could not be canceled. I advised I would contact Revdex.com.Desired Settlement: I need someone with authority from Verizon to guarantee that the order for FIOS for internet, phone, and television that was placed on May [redacted] has been canceled and no further effort to continue this service will be made. I also need to know that this will not affect my current phone service. I will be changing my phone service from Verizon but I need the service I have until I initiate the change. The equipment that has been received will be sent back via [redacted] on May [redacted] at Verizon's cost.

Business

Response:

Executive Relations/[redacted]. Revdex.com case # [redacted]. 5/**/15 10:52am. [redacted] responded to my call office email with a call back. [redacted] advised me that the VOICE quit working yesterday so he opened a trouble ticket, [redacted], last night but was given a commit of tomorrow which will not work for him due to an elderly parent he needs to stay in contact with. I advised [redacted] that I will contact our dispatch and expedite the tech out today but I will need someone available over 18. [redacted] believes it is tied to the cancelled FiOS order thus inquired why someone is needed to be present for our tech. I advised him we want to make sure we have dial tone restored w/n the home so we do not have to send a tech back out. [redacted] advised he can be available between 1pm-3pm today. I advised him that I will call him back w/n 30 minutes onceI receive confirmation of the expedite. [redacted] provided me his mother's [redacted]. Executive Relations/[redacted] case # [redacted]. I received an update from dispatch that tech restored dial tone for customer. 5/**/15 3:53pm. I called [redacted] & left message on answering machine for [redacted] that this is my promised follow up call & to call me at [redacted] ext [redacted] so we can close his Revdex.com inquiry. Executive Relations/[redacted]. case #[redacted]. 5/**/15 6:28pm. [redacted] returned my call to verify dial tone as well as address his concerns on what occurred. I provided a $25 SPG for missed commit in cancelling his order and restoring dial tone.

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. The need to go to the Revdex.com would not have been necessary had the company been more proactive and not failed to respond appropriately after more than one call. The final person that responded to the complaint from Verizon handled his part well.

Sincerely,

Review: I had originally ordered home phone service on May *, 2015. Since then, there has been nothing but issues and problems. They had informed me that I needed to have a jack installed my house to get service. I then had the jack installed on May **, 2015. The next day I had placed a call to Verizon stating the service was not working anymore. When you picked up the phone there was no tone just silence. They had ran several tests from there side and said they were showing that it was working and it must be a line issue outside and they would send someone out. After having to re-schedule for someone to come out about 5 times because no one showed, and it now being end the of June, someone finally came out and I received a text message saying the issue was resolved. When I got home, the issue was not resolved because I still did not have a dial tone at all! After called Verizon yet again, they kept telling me the same thing that its a line issue when it was not. Every time I had called after speaking to someone, they kept telling me they show on there side it being working and no issues.

At this point, I have been calling almost everyday because I still don’t have service because your customer service is telling me the same thing over and over that they show everything working and active. After calling non stop, hoping that I can get someone who would actually help, I finally got to talk to a representative name Zac on September **, 2015. He had informed me that he was going to put in a ticket for someone to come out to my house and figure out what was wrong on a day that I could be there and that he was also going to start a claim on this account for the balance at that time of $468.56 because he had confirmed with the technical department there was no activity on both the home phone line and the high speed internet.

On September **, 2015, that is when I was able to take off of work and have a technician come out. A technician by the name Steven W[redacted], Verizon tech phone number ###-###-####, had came to my house at about 10:50am. He had went to the jack in my house and had ran a test from it and confirmed that there was no service in my house. He then checked all the wiring and the outside box and confirmed that they were correct and that he had to go to the central command for my service area in Atlantic Highland NJ, to see if the issue was there. He then returned about an hour or so, also told me that this was not his usual service area since he is from up northern jersey, and said that there was no way that I could never have had service at my house since the issue was at the center in Atlantic Highland and was never activated there. He had informed me that by that night or by very very latest the next morning service would be working, and it did finally.

I am now dealing with the issue still of the credit on my account. I was promised a credit as stated above by your representative Zac who confirmed this information of my not having service. Every time I call now, every person I speak to is stating they don’t see cause that I should get a refund so they will not apply one. At this point, I have had more then enough headaches, stress, loss of work, and my time with your company. I have no issues paying my bill, and had just made a payment of $113.79 on October **, 2015 to find that my service is now shut off on November *, 2015 due to the past due amount.

At this point, I tried one more time calling your company on November *, 2015 to see what the issue is and get this resolved and was stated by the customer service representative that she doesn’t see why I should get this credit either because she doesn’t show anything on my account about this issue I stated above. After arguing with her for 40 minutes, she confirms she sees all my calls and the notes but still doesn’t show documentation why I should get a credit of this amount and proceeded to tell me she will open a credit ticket for $274.00.

I am now escalating my complaint with both you, Verizon corporate office, as well as the Better Business Burea on this matter. I don’t find it right that I ordered service in May 2015, and had to go thru all the calls and issues I had to get service working in my home on September **, 2015, to make a payment of $113.79 on October **, 2015, to have my service turned off 18 days later, due to a credit that yous promised and quit frankly I am entitled to since I didn’t have service. I am requesting that my service be turned on and that credit as promised of the back due balance from time service was ordered, May 2015, until September **, 2015 when my service was actually working and turned on in my home, of the amount of $468.56 be credited to my account as well as any dis-activation/re-activation and any other occurred fees be taken off. I am also requesting a email and/or letter sent to me confirming this request above as well as a call and or letter in regards to this matter being gone over and closed.Desired Settlement: I am requesting that my service be turned on and that credit as promised of the back due balance from time service was ordered, May 2015, until September **, 2015 when my service was actually working and turned on in my home, of the amount of $468.56 be credited to my account as well as any dis-activation/re-activation and any other occurred fees be taken off. I am also requesting a email and/or letter sent to me confirming this request above as well as a call and or letter in regards to this matter being gone over and closed.

Business

Response:

Upon receipt of the complaint, we spoke with the customer on November *, 2015 and stated the services were finally fixed and working as of September ** when the technician was on site. There were multiple repair tickets issued as well as changes to the service. Out of service credits were issued for the dates of installation in May until the date that the technician was on site in addition to a one time service call charge. We spoke with the customer on November ** and discussed the bill. She has working telephone service and the calls forwarded to the customer's cell phone which was initiated by the customer. At present the internet service is not working. It was explained the internet service is currently suspended due to a balance on the account A suspension notice was mailed on October ** advising of the past due balance which expired on October **. A payment was received on the account however there is a past due balance. Once the account is current, the internet service will be restored. As a follow up, a message was left on the customer's voice mail with our contact and an email was sent on November ** explaining the bill and charges.

Review: I never had an account with them. When I originally called them they claimed they can't service my area. I checked my credit report this past week and see a charge for 53 dollars. I'm extremely upset this effected my credit drastically and I was never even a customer or had an account with them.Desired Settlement: This needs to be removed from my credit since I don't owe them a dime they don't service this area never had any Verizon service to date.

Business

Response:

Good afternoon,We zero'd out the account and also sent deletion letter to the claimant and have advised the credit agencies to remove this from the claimant's pay history.

I have had Verizon FIOS service for small business for 4 months and it has been a nightmare. Calls are dropping constantly, the voicemail never picks up and the phones do not rollover properly. Every time they come to fix the system it gets worse. I am at my wits end; Constantly shifting blame and not helping the situation. I wish I had stayed with [redacted].

Review: I contacted Verizon in the middle of November, 2015 to cancel my service and returned my equipment by physical drop off to a Verizon location where I received a receipt. Verizon charged me for an additional month on 11/**/2015, when I called to inquire I was told that there was no record of my cancelation and spent roughly 45 minutes bouncing between departments trying to figure out what went wrong. I was told to expect a call back with a resolution, this never happened. I called again on 11/** and had to run through the scenario again. This time I was told that my account was now properly closed. A new bill came in December indeed showing that the service was canceled including an early termination fee (as expected), but there was also a One-Time Activation fee charged because of the nonsense that occurred on 11/** and 11/** when multiple representatives tried to cancel my account. I called back on 12/**/2015 and spent an hour again being transferred between departments, it was during this phone call that I was told that I would not be receiving a refund until February of 2016, once my final bill could be generated in January of 2016. I was told that the delay had something to do with them needing to verify that my equipment was returned even though I physically dropped the equipment off an obtained a receipt. This was not the first time they told me their computer systems do not communicate and they had no way to verify things like that. I explained that this delay would not be acceptable and that I expected them to waive the early termination fee of $20 because of the nonsense and the inconvenience. The response was that would not be possible, that they did not have a way to put that in the system...no "customer satisfaction" button I guess. The January 2016 bill came showing a total due of -$91.58, no refund came. The February 2016 bill came again showing a total due of -$91.58. It is now March [redacted] and I am still waiting for my refund. I called today for an update, gave my account number to the automated system, had to give the number again once a representative picked up. She took down my info but could not access anything and had to transfer me to another department where I again provided my account number (remember that the computer systems don't communicate). The final representative told me that they would have to finalize the account so that my refund could be processed and that I would receive it in 7-10 days. Were they waiting for me to call again before they decided to refund the balance? Their cancelation system is set up this way intentionally to discourage anyone from switching between providers.Desired Settlement: It would be great to receive some sort of an apology, especially considering I've wasted almost 3 hours on the phone with "customer service" over the course of the almost 5 months it has taken to cancel my service. At a minimum I would like the $20 early termination fee refunded in addition to the $91.58 that I am still waiting for.

I called to terminate by service on 11/*/2015 with a last day for the service to be 11/**/2015. It is now 3/**/2016 and I am still waiting for the return of my money.

Business

Response:

Check# [redacted] for $91.58 was issued 3/**/16 to refund [redacted] credit balance. The company also credited his early termination fee of $20.00 and issued a manual refund for the remaining $20.00 credit. Calls to confirm receipt of the refund have been unsuccessful but he has been provided direct contact information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved. It is unfortunate that it took a Revdex.com complaint for Verizon to listen to the frustration that I tried to communicate to their customer service representatives over multiple phone calls and hours spanning nearly 5 months. Terminating service with a provider should not be that painful. The valuable time I spend trying to sort this out with Verizon was wasted, I should have contacted Revdex.com on day 1. Customer satisfaction should not require a mediator.

Sincerely,

Review: On Friday March **, 2015 I switched to [redacted] and ended my service with Verizon. On that date, [redacted] installed my phone cable and internet services. I called Verizon on that day to make sure ALL my services with them were cancelled. They even ported my number to [redacted]. On March **, 2015 I called Verizon once more to make make sure my services were cancelled and they told me all my services wee cancelled with them.

I just received a new bill from Verizon charging me for new services this month from March **, 2015 till April's due date even though I was no longer using their services. I find this to be fraudulent billing and it needs to be taken off and never to bill me again for any new services. I have both the Bills from Verizon and [redacted] to prove this.Desired Settlement: To take off new charges and NEVER EVER bill me for new charges again.

Business

Response:

Verizon was unable toreach this customer who failed to return all calls. A review of her recordsindicates that service was terminated on 3/**/14 and that her 4/**/15 finalbill correctly reflects that date.

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]

Have not been home. They billed me for a month that I was no longer a customer.

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

Sincerely,

Business

Response:

Verizon was unable toreach this customer who again failed to return all calls. A review of herrecords indicates that service was terminated on 3/**/14 and that her 4/**/15final bill correctly reflects that date. The carryover balance from the March2015 bill was $244.10. The customer received a credit of $1.87 on the finalbilling cycle, bringing the final balance to $242.23. The customer has beenprovided with a name and contact number at Verizon for any further questions.If she beleives that she made a payment not reflected on the account, thecustomer must call that contact with detailed payment information in order forVerizon to execute a search for payment investigation.

Review: I have (had) a combined bill with Verizon. In October of 2013, I called Verizon to cancel my Fios and my land-line. I have had nothing but trouble ever since. I have had to call them every month re: errors on my bill. I've been overcharged...refunded...over charged again and again. Then Verizon split my bill with no notification and the real fun began. I then began receiving 2 incorrect bills. I have LITERALLY SPENT HOURS of time on the phone with representative after representative with no resolution or explanation for various charges on my bill. At one point I paid over $300 charges that I couldn't get a clear answer what they were for. I was that DESPERATE for the confusion and hour long phone calls to end. This payment was never (that I can tell) applied to my account. After calling about this (another 50 min phone call that involved 3 different representatives) I was told an investigation would be conducted as I knew they cashed my check per my bank records. About a month later I received an e-mail stating that the investigation was complete, but there were no details as to where my payment went. I admittedly have avoided calling them over the last 2 months. Now, yesterday I receive a letter from a collection letter telling me that I owe them over $300!!!! I am at my whits end. I've gone in circles again and again and again with Verizon. I've tried to be patient, gotten angry and even been brought to tears by one of their representatives. I just don't know what else I can do to resolve this. This all started because I wanted to have 2 services removed from my account and here we are 14 months later and my account is still a mess.Desired Settlement: I want a CLEAR explanation of my account and where the monies that I've been paying are going. I don't want to be passed from person to person as I spend hours every month calling to resolve something that should never have been a problem to begin with. I want to be credited anything I am due and want my name removed from the collection agency that I've been reported to.

Business

Response:

Please be advised we have made multiple attempts to reach [redacted] to discuss the account further, but have only been able to leave messages. Upon receipt of the complaint, December **, 2014 we requested the account be recalled from outside collection agency and held for 20 days to allow time for investigation and resolution. I have sent the attached letter asking her to call us for assistance. Thank you, [redacted]

Review: I am writing in regards to Verizon over-billing my account. I have contacted Verizon numerous times about this situation regarding my bill and it still has yet to be rectified. I am being overcharged and I am being charged for services I do not have.Desired Settlement: I would like the correct amount of my services reflected in my bill and adjustments made for services I am not receiving.

Business

Response:

I acknowledged [redacted] complaint October **, 2015. She advised that she believed the matter was resolved with regard to the security suite removal. I verified that this service was, in fact, removed and adjustments had been issued during the past several months. However,

at the closing of our discussion, the customer mentioned a bundling of her services was

requested. I agreed to check her account and found a notation that third-party verification is required for the

long-distance aspect of her service. To

that end, I forwarded this concern to our billing office for further action. A billing representative, was

unsuccessful in multiple attempts to reach her; however, she provided the customer with her callback information via voicemails. I also sent the customer a "please call" letter that provides the representative's name and direct number to complete the process for bundling of her services.

Review: Verizon Billed me $99 for a pay per view boxing fight that I never order or watched. They have failed to correct the bill or credit my account.

I never ordered or watched a pay per view boxing match in my entire life. No one in my family ordered a pay per view boxing fight on May [redacted] as charges by Verizon. During my initial contact with Verizon I was told I would be credited $99 because they couldn't tell how it was ordered. It was later told that the claim was denied because the boxing match was watched from 6 pm to 2 am on May [redacted]. That's not even possible because we were at a crawfish boil and didn't get home until after 6. Verizon has charged me for a service I (1) did not order, and (2) did not watch. I am not getting anywhere with there customer service department.This is outrageous and I feel that Verizon is taking advantage of me.Desired Settlement: $99 plus taxes charged.

Business

Response:

Verizon records show the pay-per-view was ordered from the set-top box and an e-mail confirmation was sent out. Verizon records show the event was viewed. [redacted] was contacted by Verizon's Customer Service Escalation team representative on 05/**/15 and provided this information. [redacted] was offered a 50% courtesy credit. [redacted] accepted the offer and noted she was not satisfied. The credit has been applied to the account and will be reflected on the June bill.We trust this information will help to resolve [redacted]'s concerns.

[redacted] Verizon store recently sold me a tablet stating it would only cost me $12 dollar a month more for the internet on the tablet. I was very concerned about the price and questioned the lady sells woman several times about the price and made sure my contract with my Verizon phone didn't change. She assured me that it wouldn't effect my Verizon phone and assured me after paying for the tablet that it would in fact only rise my bill by $12 + tax's. After receiving my first bill I had found that she not only lied but was very manipulative in her sells tactic. It raised my bill $34.00 which was to much as I couldn't afford that and wouldn't have got the tablet if I had known it was going to be that much as I told her that to begin with. Also It was undisclosed to me that I had a phone number attached to this tablet? What the hell is this phone number when I seen it on my statement. Again she (Verizon) did not disclose the phone to me at time of purchase. So here I'm trying to figure out why a company as big as Verizon as people working for them that lie and manipulate there costumers. Well because they get a COMMISSION . I was on the phone for almost an hour with a Verizon rep mostly screaming and yelling at why my bills says this amount and where the hell did this phone number come from and why all this wasn't disclosed to me at time of purchase. Anyway, yes the Verizon rep was very nice after I had settled down some even and offered to credit my account back for it all and canceled the tablets internet access. And he also called the store in [redacted] on River road and talked to them.

I then got a call from the store question me about it but all they did was defend their staff and even said I received a discount on the tablet. I didn't receive a discount on the tablet I paid exactly what it said on the display room floor for it but they said I did receive a $50 dollar discount on it.

I guess what I'm saying here is that I feel like I was lied to manipulated and played for a fool. My advise is to stay away from Verizon stores go to [redacted] they can get you a better contract as they don't get commission from Verizon like sales people to in Verizon stores