Verizon Communications

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: 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: In November of 2015 my family and I moved into a new rental home. We transferred our Verizon account to our new address and had everything efficiently set up. On February **, 2016 we unfortunately experienced a major flood that resulted in the complete destruction of the main floor and basement of the house we were renting. We subsequently placed our Verizon account on hold in an attempt to save some money. We spent 7 weeks living in an extended stay hotel. On March [redacted], we made the decision to move into a new home, as our previous home was no longer inhabitable. On March [redacted] I called Verizon and set up a new package to be installed in our new home effective April 1st. The sales representative set up a package that was identical to our previous package (Triple Play - Internet 150/150, Extreme HD with HBO and Showtime, and Home Phone) the quoted price was $177.71. I was informed that we had to wait to processed the order because our account was on hold and it would take a few days to come out of holding. The sale person said that he would call us in a few days when the account came out of hold. A few days past and no call came. On March [redacted] I called to see if we could continue to move forward. I spoke with a new representative, who said the account was out of holding but that he could not find the quote previously established. He then went on further to say that he could not give me the promised price. He stated that it was because the house that we were going to move into was not Fios ready. He told me that the only way he could give me the price of 177.71 / month was if he changed the Extreme HD to Preferred HD. I assured him that the house was Fios ready. He told me to agree to this quote and have the technician come out to the property. He stated that if the property truly was Fios ready that the technician would document it and that I would just have to call back and he would honor the original package (Internet 150/150, Extreme HD, and Home phone) for 177.71 / month. I agreed. The technician arrived and confirmed that the house was already set up for Fios. Later that day I spoke to another individual who stated there were no notes on the account and that she could not honor the agreed plan. I was told that I would not get a better price from Comcast and that I should just be happy with the package. I was thoroughly disappointed. I've been with Fios since 2011 and have thus far enjoyed the service.Desired Settlement: I would like to have the original quote honored (Fios Quantum Internet 150/150, Extreme HD with HBO and Showtime, and Home Phone) for 177.71/month.

Business

Response:

Please be advised we were able to restore the Extreme TV programming for [redacted] along with a $20 discount to be applied for 12 months to cover the cost. [redacted] is satisfied. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

While I haven't had any issues with my Verizon Wireless service, dealing with their Landline services have been nothing but a nightmare from start to finish. I called on a Monday to complain about a phone line being down, they said the soonest someone could come to repair it was on Thursday. So I made an appointment, they gave me a 4 hour window for when to expect the repair men, then after all that, on Thursday no one showed up. When I called to ask why, they said their system ran a check and it looked like the line was working, and they cancelled my appointment without notifying me. Now, I've been on the line with them for 62 minutes trying to get someone out to fix my phone, and still, nothing.

I am deeply, deeply frustrated with this experience, and I'm inclined to wonder if they invest so little in their land line customers because maintaining the lines are so much more expensive than their wireless business. Perhaps it's cynical, but I feel as though they've made the experience so unpleasant in the hopes that I'll give up my land line and switch everything over to wireless service so they don't have to maintain the infrastructure. The only thing I can say in their defense is that the employees I spoke with were all very polite.

Review: I had received a bill for $38.10 two days following that I received another bill for $40.25 (no explanation) I called on 8/**/** at 2pm, spoke to [redacted]-he said the system sent two bills out in error (both bill dated 8/**/13)I explained to him there was nothing on the second bill saying anything about an error(I have the top portion of these bills if needed). [redacted] told me that $38.10 was correct and disregard the bill for $40.25. Now come Octobers bill the difference of $2.15 is added in. Now on 9/**/13 aat 5pm I call and spoke to a [redacted], I explained it all to him-now he tells me that the $40.25 was correct and the $38.10 is incorrect-along with no note about me calling on 8/**/13. I was shocked (I write everything down) [redacted] spoke to his supervisor and told me that he doesn't know why this [redacted] didn't look at the notes-I responded that is not my fault-then

[redacted] proceeded to tell me that if there was any note of me calling on 8/**/13 then they could possibly wave the $2.15. I was completely shocked-I have always paid my bills on time. I told [redacted] I will continue to deduct $2.15 off my future bills-he said that would be fine, but they would continue adding a late fee. Then I had asked [redacted] for an itemized bill- he told me that would have to be court subpoened. THATS REDICULOUS-IT MY BILL. I know it is on $2.15 but its the principal of the fact. Like I wrote earlier-THERE IS NOTHING ON THE SECOND BILL OF ANY **ND ABOUT ANY ERROR. I live in a nursing home on a very fixed income. Thank you for your time.Desired Settlement: Would like $2.15 waved-and to get their billing system straightened out.

Business

Response:

Response:

The case was sent to the business office for review.

Specialist [redacted] issued a one-time courtesy

credit $2.15 for correct charges billed on reprint not on original bill.

On 10/*, she spoke with the customer and advised of

the credit issued. The customer understood and was satisfied.

Business

Response:

Response:

The case was sent to the business office for review.

Specialist [redacted] issued a one-time courtesy credit $2.15 for correct charges billed on reprint not on original bill.

On 10/*, she spoke with the customer and advised of the credit issued. The customer understood and was satisfied.

The rebutted case was sent back to billing specialist [redacted].

10/** She spoke with [redacted] who advised she doesn’t have her bill and requested we contact [redacted] who helps her with her

bills at ###-###-####. [redacted] spoke with [redacted] who advised she will get the bill and we will discuss on 10/**/**.

10/[redacted] spoke with [redacted] and explained [redacted] received a credit of $2.15 on 10/**/** bill which erroneously reduced

new charges by $2.15 instead of removing from 9/**/** bill. Advised the only way her new charges would have been correct is if she paid full balance on 9/**/** bill. She explained since she underpaid 9/**/** bill her total due is correct on her 10/**/** bill. [redacted] understood and will have full payment of $39.96 submitted

Consumer

Response:

Just keeping you posted MY COMPLAINT HAS BEEN RESOLVED thanks so much for yoiur time

Review: Verizon is the absolute worse ! I had an account with Verizon. Currently, as of today 08/**/2013 Now I have 3 accounts all of a sudden. I haven't service for verizon for 3 months. I have been calling Verizon and their service has been very dissapointing . Their reps are not reliable and not consistent. My issue is. I had an account from Verizon . The account became past due . The account was sent to a collection agency. I can understand it was all my fault. The 80.00 $ was paid for. I have proof of the payment. What verizon did is reinstate the account and my account is still at a collection agency. Its been since April I havent had service with verizon. Verizon had been very dissapointing and annoying. After the account was reinstated I have yet to get the account troubleshooted the proper way. I have yet to get service from verizon. The last time I had service was about 2 weeks ago all of a sudden. I havent service for 3-4 months. I have made payments just to comply with their nonsense. I have on the phone with Verizon numerous of times. Trying to get my account fixed and they couldnt help me at all. Each time I call their service partners they can never seem to understand exactly why their is an issue. I only received service about a week ago. Each time I called I have to speak to several departments. My acccount is still in collections and no one can't help. The last conversation was that I had to pay an extra 80.00$ so they can deal with the collection agency. My account is still in collections. This is just annoying and no one can help me with the issue. Also, they can never follow-up back. Numerous times we loose connections and not follow-Up . Verizon is the absolute worst.Desired Settlement: I need refund for the services that I didnt use . Also I am not paying for an extra 80.00. I paid the 80.00 there is not reason why I am being penalized for doing what I was told to do. Verizon service is the absolute worst. I need my account out of collections. Also my account to be refunded for the months I did not use.

Business

Response:

We are no longer offering internet only service. Customer must now have voice with internet.

This customer had internet only service and we added the voice service.

This resulted in finagling out the internet only account and establishing new bundled account.

Payments were applied to incorrect accounts.

We reviewed accounts confirming $80 payment transferred back to final out the internet only account.

We had issued 3 months credit to the bundled account for voice/internet to satisfy customer.

Billing specialist left messages for customer on both the home number and reach number with her name and direct number to call if any unresolved concerns.

We apologize for the problems encountered and thank customer for bringing his concerns to our attention.

Business

Response:

All issues raised in this complaint were previously investigated and resolved.

As previously reported our collection's department confirmed customer's account #[redacted] was removed from the credit report on 8/**/2013 (Control No.[redacted]). A request for deletion letter submitted and sent to customers' email : [redacted].

We suggest if customer has any further issues he contact our billing office.

Consumer

Response:

However, I am still being billed and haven't use Verizon services for several months. Please take a look into it more futher.

Review: Before I sold my home I cancelled my Verizon service. they continued to bill me. I contacted a supervisor who gave me a credit. I was mailed a final bill with a $6.00 credit.

6 months later I had a negative credit report from Verizon. I never received anything from them. I've called them over 30 times. One supervisor said she'd fix it, another said she wasnt sure why this happened. I kept getting the run around and they can not produce any paper work for me.Desired Settlement: remove negative on all 3 of my credit reports

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. When reviewing account, [redacted] had requested to disconnect services in August 2012. Supervisor issued credit toward the account; but left a balance on the account in the amount of $104.80. On December **, 2014, Verizon has issuedcredit for the remaining leaving the balance at zero. Verizon has requested account to be recalled from collections and any credit reporting. We trust this information will assist with closing this complaint. [redacted]Verizon SW Executive Relations

Consumer

Response:

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

Sincerely,

Review: I am a [redacted] owner in a rural part of [redacted]. I have on numerous occasions been without telephone and internet service, at times exceeding a week. I do all my business through telephone and internet with my booking and cancellations not to mention taking payment through my credit card machine via telephone landline. I am aware that weather makes it difficult and I'm not an unreasonable person as it has taken me to this point to be upset to the degree of filing a complaint. Without my working line I cannot get paid, I cannot making bookings, my business ceases to exist with the basic needs. Then there is the internet in this area. I was one of the first customers in this area to get the "high speed internet". I pay for 3mbs internet and it worked wonderful the first year. Slowly the speed kept demising and I couldn't hardly ever achieve speeds over 2 mbps and usually over 1.4. After calling and complaining that my cell phone loaded faster than the DSL I pay for I was told that as long as our speeds were anything over 1 it was good enough for them on their end. I was also informed by a local Verizon technician that the reason we are having issues on this part is because they have keep signing people up regardless of what the capability of the lines can process, and that our lines are highly congested. So once again the bottom dollar is not the quality but quantity.Desired Settlement: I have yet to receive a credit any time in the past for ANY of the days and or weeks worth of time that I have been without service since joining them as a customer. They have cost me business and as a sole proprietor that is my only source of income. I feel bad for even filing a complaint, but as a business owner myself when a client has a complaint I always make it right with them. That's why I have been nominated as best [redacted] in [redacted] and Best [redacted] for 5 years. My work is my integrity as should any companies desired work. I just feel as though huge companies truly no longer take pride in customer relations or service. Thank you .

Business

Response:

Our dispatch team has confirmed that the services for this customer has been restored. Our records show that the customer was issued a credit of $125.00 for the out of service they experienced over the last 8 months.

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 canceled my account do to terrible service. Verizon then deducted $89.98 from my bank account without my consent.

I had internet service with them and have not had e-mail access in 4 months. I had to call several times to correct the problem but my service kept going out. When I canceled I was told they would credit the balance since I haven't had service. Then on 4/** Verizon deducted $89.98 from my bank account. I would like this amount refunded.Desired Settlement: I would like Verizon to refund me the $89.98 they deducted from my bank account

Business

Response:

Verizon reviewed the account and contacted the customer toadvise that a credit adjustment for the last 2 months of service had been issuedin the amount of $89.98. The customer’s payment issue was reviewed and it wasfound that she was de-enrolled from autopay on 12/**/14 due to maximum retriesof failed payments. The customer apparently re-enrolled in autopay on 3/** whenattempting to make a one-time payment. She has been advised that the excesspayment will be refunded to her.

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, [redacted]

Review: I sign up with verizon fios for 2 year on 10/2014. for $79.99 a month. with 50/50mb internet speed. Now couple days ago they try to sell me higher speed 100/100Mb for $10.00 more a month. I agree and say ok. The problem is I realize after techican left, Im only getting 30/25 MB speed, which is even slower than before upgrade, so I called the repair dept , after 3 hours of hold on phone with different techican and they still couldnt resolve the problem. They promise to call me back within 48 hour to resloved the issue, but no one did. So I contact the verizon and try to go back what I have, which is 50/50 mb and $79.99 a month, they told me that price is no longer there for me, and new price is $94.99.. Thats not acceptable, verizon couldnt deliver what they try to sell and want me to pay extra for service slower than before upgrade. And they want to charge me $130 early termination fee if Im cancel the service. Now Im stuck with poorer service with higher price. Its not my fault that verizon cant deliver what they try to sell.Desired Settlement: either old price of $79.99 or no cancel early termination fee.

Business

Response:

We spoke with [redacted] and he advised he upgraded to 100/100 for $10 more, but after installed and tech left, he wasn't getting speed, was slower than had prior. He advised after speaking with technicians and still couldn't get resolved, was told speed wasn't compatible with computer. Customer decided to downgrade back to speed had before, 50/50, but was told wouldn't pay 79.99 would pay 94.99. Customer advised that he didn't believe that it is fair due to Verizon couldn't give him thespeed that was sold to him. The customer advised that he shouldn't be stuck with slower speed and now have to pay higher rate. I apologized to customer and advised previous representative added the $4.99 for 12 months, and I added the $8.99 credit to cover 1 box (equipment) Advised he will still base price as $94.99 but with the 2 discounts and taxes, will bring bill back down to $113.58 including taxes. Advised customer will still be paying same as before. Same contract, contract doesn't expire until November 2016. Advised customer at that time then he would have to renew bundle to see what's available. Customer ok. Advised customer Hbo free for 12 months is due to expire November 14, 2015. If keep would pay $19.99 more. He advised, we can removed that, has showtime. Sent confirmation email, went over in detail pricing and discounts. Customer is all set. Ok to close.

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: Either verizon refuses to activate phone number [redacted] to port number to new vendor or customer care individual has deliberately prevented number from being ported. Service has been extremely substandard in resolving issue. Consumer has taken all steps to port phone number from Verizon and new vendor. Only reason keeping phone number from being ported is verizon refusal or substandard inability to activate number which leaves consumer to believe sabotage is the reason for nonportability.Desired Settlement: Activation of phone number [redacted] immediately. Number has been with consumer for over 40 years. If number can't be ported, request permanent retirement. Also request investigation of ce. Service is beyond substandard and personnel not help accountable for their service

Business

Response:

Verizon’s records show that an order to port the customer’s service was on 2/**/16.

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 signed up for service with Verizon in February of this year. I was promised a package price of $64.99 per month for their Triple Play. Their bills to me have been for $149 and $159 for this same package. I have paid the proper "Estimated Monthly Amount" from the paperwork I received when I signed up for service. I have paid the bills ON TIME, and to the best of my knowledge, I am paid up completely, however Verizon claims that I owe $276.96 (in error). I have sent MULTIPLE LETTERS and called MULTIPLE TIMES. They are either UNABLE or UNWILLING to correct their error. They are perpetrating a FRAUD on me - a classic example of BAIT and SWITCH.Desired Settlement: I want Verizon to either correct my bills from the beginning of my account, or to disconnect my service. I DO NOT OWE THEM ANYTHING.

Business

Response:

Please be advised, Verizon has spoken with the consumer and reviewed the account with him. It has been explained to the consumer that the only way to reduce monthly billing down to the requested price point of $64.99 would be to downgrade services on the account. The consumer does not wish to make any changes to the account. As a courtesy to the consumer Verizon has adjusted the current billing of $290.01 to down to a zero balance. No additional adjustments are warranted. No additional orders have been placed.

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 DID speak with Verizon, but their account of the discussion is INCORRECT. I DID NOT state that I do "not wish to make any changes to the account," as they indicate. ON THE CONTRARY, I WANT THEM TO CHANGE THE ACCOUNT back to the originally contracted services. I WANT THEM TO HONOR THEIR ORIGINAL COMMITMENT to provide those services at the agreed upon price of $64.99. The original order confirmation information that I received, both in the form of an Email from Verizon, and in the form of a letter from Verizon, BOTH confirm that they would provide the requested services at a monthly rate of $64.99 (Triple Play TV, Telephone and 100MB/s Internet). I offered to send the documentation to the representative directly in the form of a fax or Email, but he declined to provide a phone number or Email address to which I could send the information. Changes that have occurred to my account since the date I signed up for service are directly the result of Verizon personnel actions only, in an attempt to appease my dissatisfaction with their incorrect billing and their inability to correct their billing problems. I WANT THE ORIGINALLY AGREED-TO SERVICES FOR THE ORIGINALLY AGREED PRICE, anything less is completely unacceptable and constitutes fraud.Sincerely,[redacted]

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

Sincerely,

Business

Response:

Please be advised upon receipt of the rebuttal complaint, Verizon advised the consumer that the services on the account would have to be downgraded in order to come close to the $64.99 pricing. Records show on 5/**/16 an order was placed to downgrade the account to the Triple Play Bundle with Data 100/100 priced at $89.99 per month (not including taxes, equipment,etc). A recurring $25 credit has been applied to the account to (to be received for 24 months). The consumers account has been notated that should he wish to cancel services within the 24 month timeframe, no early termination fee will be incurred.

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: There has been a technical glitch in Verizon’s automated system. It says that my account is closed, it is not. I have made literally hundreds of phone calls for over a month to get the problem resolved to no avail.

Also, a rep named [redacted] hung-up on me twice. I complained to a Supervisor named [redacted] ID#[redacted]. She said she would report this to [redacted]’s Manager. So far, I have not heard back from Verizon.Desired Settlement: A phone call and correct account so doesn't say closed.

Business

Response:

Per Verizon records, vectoring system corrected on customers account. Automated system advised of credit balance on account and last payment received. Issue corrected.

Review: I started service with Verizon in July 2014, receiving their Triple Play package (phone, internet, TV) for $94.99/month on a two year contract. In October 2014 a Double Play package was added to my account without my authorization. I called to have the Double Play package removed (having only the Triply Play package) and for a number of erroneous charges credited to my account. I spoke with [redacted] from Verizon and he agreed to make these changes. Now my bill includes the Triple Play package at a higher rate of $120.99/month, instead of the original rate that we agreed to in July of $94.99. I called Verizon to get this settled but the customer rep said that they cannot change my rate back to $94.99 and offered to give me a higher internet speed for $130.99.Desired Settlement: I would like to continue to go back to the original two-year agreement that I made with Verizon in July 2014, with the Triple Play Package at $94.99/month. And I want a refund for all charges that I have been charged on my account.

Business

Response:

On 1/**/15 an order was placed to correct the rate to $94.99 for the triple play. Calls made to discuss this with the customer have been unsuccessful.

Review: started to subscribe Verizon for internet and cable only about two weeks ago. At first, I do wish I could have a Triple package in order to receive a $400 Verizon card. Since I am [redacted], I really don't need phone at all. That's how I picked the Double bundle package instead. Technically I use internet to make video calls.

Anyway, I am somewhat disappointed in Verizon. I did not receive a two year subscription of[redacted] and one year subscription of [redacted] plus a package of [redacted] tablet. I do have a proof of copy that I took a picture of it through my iPad. Let me know if you need me to email you my photo attachment.

In addition, I rented last two movies through [redacted]. Their closed captioned were so terrible. My God. It's very disappointing.

I may have a second thought about Verizon and might cancel this subscription.Desired Settlement: Hope that your offer should follow:

2 year subscription of [redacted], 1 year subscription of [redacted] and a bonus tablet for my two year service commitment.

As for closed captioned, I can handle this situation myself with [redacted] of closed captioning at Verizon.

Business

Response:

Good morning, Claimant called on 1/** and spoke with a representative who explained that he was not to receive [redacted] or [redacted] for free as when the order was placed there were 3 options. [redacted] free for 24 months, [redacted] free for 24 months or more money off the bill. Claimant chose to have more money off the bill. The representative he spoke with on the [redacted] did add [redacted] free for 12 months and added an additional discount to offset the upgrade in package the claimant also made during this conversation. Attached is a copy of the confirmation that was sent to the claimant. No additional adjustments will be made on the account.

Review: On November**, 2014 I ordered Verizon FiOS service via a phone number provided on their website. On the same day, I received an email from Verizon confirming my order and the price ($148.50 per month, with estimate first month charges of $186.64) for the services discussed. This email was called "Please Verify your FiOS Order - Order Number: [redacted]," and it correctly identified the order I placed and the billing estimate correctly reflected the prices that I was told over the phone during the ordering process. Installation for was scheduled for December*, 2015.

On December*, 2014 I received an email confirming installation of Order Number [redacted] from the Verizon Team.

On December*, 2014 service was successfully installed.

On December*, 2014, a new email arrived called "A preview of your order" [redacted] which detailed pricing $55+ per month higher than the price I was previously quoted. The estimated monthly charges were now listed as $204.27, with estimated first bill charges of $327.99

When I called to check on this new estimate on December * a new order was placed, Master Order Number [redacted], an email was received with conbfirmation that they were processing the order, but no pricing was listed.

On December**, yet another email was received with an order confirmation, Master Order Number [redacted], with a revised estimate of $166.69 per month, and an estimated first bill of $216.68

My first bill was due December**, in the amount of $227.04. I paid this bill, knowing that I would still have to resolve the billing issues with Verizon.

To this date I have not be able to resolve this issue with Verizon. I have called and spoken with a few different customer service people who are not able to confirm that my original estimated pricing is valid. I have now invested more time than I should to rectify this with them.

This is the second time that I have been sold products by Verizon that they did not honor at the price guaranteed. Please note that I had a similar situation occur in September-October of 2012, when I had Verizon services installed, and an outside sales agency employed by Verizon sold me a package they did not honor.Desired Settlement: I would like a refund of the $227.04 paid to Verizon, plus nullification of the 2-year early termination agreement since they did not provide the services detailed in the original contract I had with them.

Business

Response:

Verizon has left several messages for [redacted] regarding this Revdex.com complaint. [redacted] has not returned Verizon's calls. A call me letter was mailed to [redacted] on 2/**/15. Per Verizon Records, [redacted] has ported to another service provider. [redacted] account will be back date to 02/**/2014.

Review: I used to have the verizon/[redacted] bundle package and had no issues for over 2 years. Once I moved, I was no longer allowed to have a satellite dish so I needed to switch providers. [redacted] was canceled without issue. In October 2014 I called Verizon to cancel my service, clearly stating I needed both phone and internet canceled. I continued to received bills. I have called about every 3 weeks since October 2014 and it is now Feb 2015- AND I'M STILL GETTING BILLS. I have received a cancelation email and yet I still receive bills. I have saved all information and documented all phone calls. I have spoken with over 12 people trying to resolve this issue and cancel the bills. Hours have been spent on the phone trying to fix this. One Customer service representative was skeptical of my claims to cancel service- so I asked her to pull and listed to previous phone calls I made. I was told this only happens when a lawter subpoenas the calls. Everytime I call I am passed around to different departments and what (typically) ends up happening is that Verizon credits my account for what I was billed and assures me it is take care of. And then the next month I receive another bill. Last month when I called I learned an account for internet, for a DIFFERENT address- one I never lived at, was opened up and linked to my account so I was being charged for it. The last woman I spoke with assured me this was resolved and yet I am still being billed for it. I am frustrated and disgusted with Verizon as a residental phone and internet provider. It's easy to start service but trying to cancel it is an absolute nightmare. Everyone tells me things are resolved and the next month like clockwork I receive another bill. I have spoken will at least 4 different departments. I do not want to ruin my credit score over something I am clearly trying to resolve. At this point, I don't know what else to do or try as clearly nothing is being resolved.

Product_Or_Service: Verizon residental phone and internet serviceDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want to bills to stop. With my work situation, it is difficult to find time during business hours (as billing is only there 9-5) to call and attempt to fix this. I need help as Verizon isn't listening. I want the ghost account linked to my name to be closed, and I want all bills to stop as I have not used their service since August or September of 2014.

Business

Response:

Verizon’s records show a credit was issued totaling $22.64 and leaving a zero balance. The adjustment was processed to bill date 1/**/15. We apologize for the inconvenience [redacted] has experienced as a result of this matter.

Review: Verizon FIOS engages in an ongoing practice of misbilling. Each and every month they promise they will credit the amount and ''try'' to stop it from happening in the future but because of the computer (which is smarter then them?) they can't guarantee it. Each and every month for more then half a year they have continued to misbill me causing me an average 40 minute monthly phone conversation to have repaired. The billing error stems around being charged twice for a DVR package that I only have once.Repeated requests for a customer service supervisor to take my call or call me back have been uniformly met with a statement that I will receive a call within 24 hours that never once has happened. I've also been provided email addresses of Verizon reps who state that if I have the issue in the future to simply e-mail them but each and everyone has not replied to my e-mails when it did indeed happen.All of this is on top of a very impleasant and time costing experience with Verizon at time of sign-up in July 2014 with, in large part, was outlined in a previous Revdex.com complaint and only ever partially addressed. On two occassions, once approximately three months and once nearly 3 weeks ago I contacted via e-mail, all of the e-mail addresses provided including [redacted] Region Customer Service my concerns related to the above billing issue and on both occassions, none of the individuals at the three e-mails addresses provided replied to my e-mails.There is no logical reason for me to believe that Verizion FIOS is acting in anyway with goodwill towards its customers and me in particular.I suspect, based on what I have experienced and internet ''rumor'' that Verizon misbilling practices may be an itentionally effort against senior citizens including the elderly who may not notice the errors and simply pay them out of rote. I strongly suspect this due to the fact that despite well over 10 hours of phone time and e-mails, I continued to be misbilled and there is NO customer service.

Product_Or_Service: NADesired Settlement: DesiredSettlementID: Other (requires explanation)

First and foremost, I want billing errors to cease.I think it would be appropriate of the Company to audit bills and see who else they are potentially misbilling but are receiving payments from by ''accident.''Verizon FIOS charges $96 (?) for an hour of their customer service time. I think $960 for 10 hours of my lost time (a small portion) would be a good token gesture and could be accepted as billing credits. Short of this, a reasonable token

Business

Response:

On 3/**/15, a Verizon customer service representative discussed the billing with [redacted]. Records show 1 HD STB (set top box) was shipped on 3/**/15 and the consumer will return 1 DVR. The representative advised this would reduce the equipment cost. The representative also issued credits totaling $112.48 ($50 courtesy credit; $11 DVR fee; $24.99 STB shipping fee and $26.49 shipping and handling to appear on bill date 4/**/15). We apologize for the inconvenience the [redacted] experienced as a result of this matter.

Review: Purchased (2) year package at fixed rate and after 1 year... 50% of the packages' channels have been dropped...which is legal?? Contract reads...channel line up subjected to change. What's stopping Verizon from dropping whole package and just keep charging me,it's legal right??? Verizon has not refunded any amounts nor ammended the package price...I am paying the same amount for 50% less of the product I agreed to. This is a violation of the original contract and I should be released from Verizon's contract without recourse!Desired Settlement: Release me from the contract....or reduce my monthly bill by 50%.

Business

Response:

Tell us why here...According to our records, [redacted] was advised that she has a $65.00 discount towards her triple play bundle regarding the 2 year commitment. [redacted] was also given a $7.99 12 month credit for the HD set-top box.

Review: I moved December 2014 to a new location that does not offer Verizon Fios, I cancelled service on December **,2014,with no calls, bills or letters, I received a collection Notice from Verizon for $650.00They have placed this on my credit report with [redacted]. Verizon states this was a termination charge for early cancellation anbd was billed for an additional month in advance.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Removal from Credit Report with [redacted]

Business

Response:

Upon receipt of the complaint, we spoke with the customer, apologized for the inconvenience and reviewed the customer's account. It was confirmed that the services were disconnected on December **, 2014 and the bill was mailed to the customer's new address. The account was credited for the pro-rated charges billed from December ** through December **, 2014 and there was an Early Termination Fee of $160.00 as there were 16 months left on the contract. In March 2014, it shows there was a 24 month agreement through March **, 2016. The final bill iwas due on January **, 2015. Printed on the January bill statement it states - Your account has been disconnected. Any other charges or credits will appear on your next bill. Overdue balances are subject to collection action. Pay your overdue charges today at verizon.com/paybill. Also printed on the January and February bills which were mailed to the customer under Legal Notices it states Credit Reporting If you fail to pay your bill, Verizon may submit a negative credit report to a credit reporting agency, which will negatively affect your credit report. This information was emailed to the customer at the address provided.