Verizon Communications

Review: Dear Sir/ Madam,I have had a verizon Fios service that I disconnected in December 2014. They owed me about $112 out of which they emailed me one check for $62. They still owe me another $50 after credit adjustments and since then I have been calling Verizon every two weeks about it. Every time I call the customer service people tell me that they do not have notes on it but they will initiate it and I should get the check in next 2 weeks. Its been almost 4 months and I have not received my check so far.Could you please forward my complaint as verizon customer service is not helpful at all.My Account number is [redacted]Thank you, Sincerely[redacted]

Product_Or_Service: verizon FiosDesired Settlement: DesiredSettlementID: Refund

N/A

Business

Response:

Executive Relations Team/[redacted]- Revdex.com [redacted] - 04/**/2015 12:55pm- I called [redacted] and spoke with [redacted]. I advised her a manual refund check request was sent 04/**/2015 and to allow 10-14 days for receipt of the check. I apologized that it took so long to get her refund check processed.

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,

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 have not received any check so far. I am still waiting.

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

Sincerely,

Business

Response:

We spoke with the customer on July *, 2015 and [redacted] verified that she received the refund check on 7/*/15

Review: I am writing this from my memory.

There have been many issues with the third party verification. During the first verification, the wait time was too long. Consequently, the representative at Verizon decided to cancel the third party verification and override the verification.

Because the new services did not work, I called back again, the next representative sent me through the automated system. However, I did not agree to the call and its being recorded. So, the verification was not completed.

I believe I called backed again. At that point I went through verification again. I believe that I either pressed zero or the verification failed. Consequently, I was sent to a live operator who was exceptionally rude. I explained that I did not agree to have the phone called recorded. Eventually I was forced to agree. However, I was given absolutely no indication whatsoever that the third time I had attempted to verify had also failed.

So, today's date is 8/**/2015, and just today I learned that the verification has still not been completed. I called Verizon at the number that was provided in the email: ###-###-####. This, I believe, fourth time, I was apparently able to successfully complete the third party verification.

At this point, it appears that the third party verification has been completed successfully. But I am afraid this may not be the case because the third time that I attempted third party verification, I recall that it was also completely successfully. But I received an email that indicates otherwise.

Please refer to the following messages that I received from Verizon:

Dear Valued Verizon Customer,

Thank you for your recent order for Verizon service. Federal Communication Commission regulations require that your request be verified by a Third Party. Please call us immediately to complete your order verification and reference your telephone number [redacted]

We can be reached at ###-###-#### between the hours of 8:00 AM to 6:00 PM Monday - Friday.

Please note: We must hear from you by 09/**/2015 or your order will be cancelled.

Once again, thank you for choosing Verizon; we look forward to serving you for many years to come.

Sincerely,

Your Verizon Team

AND

Order Number: [redacted]

Service Ready Date: Aug **, 2015Desired Settlement: I am demanding that the third party verification be completed. I want to receive the services.

Business

Response:

The verification processed and account updated to reflectchanges customer requested. We also added a $10 monthly credit to the account for 12months.

Review: Good Morning, I'am a long time customer of Verizon since 2007.I recently moved from [redacted] on JuLY **,2015 My last payment to them was on July **,2015. I called verizon to transfer my service... the technician never came on the [redacted] of August or [redacted] of August 2015. The technician or Verizon the Company ,NEVER even once tried to give me the customer an aplology. I received a call at 9:45pm at night to reschedule for another day. I said that is not acceptable. I no longer wanted to do business with verizon as a Customer so two weeks latter I get bill from Verizon for $103.00. I did not pay this bill. I knew it was not right I JUST PAID VERIZON on July **,2015 before I moved out. another week,I get a bill 51.00dollars from Verizon.I know I do not owe them that much .THE billing cycle is on the bill,from July **,2015 to July **,2015. another week went send another bill for $50.00.the technician never showed and I payed them over $102.00 july **.2015 I do not owe verizon $51.00.I want to pay the fianl bill but I know for a fact it is not $102.00 or $51.00Desired Settlement: bill adjustment and send the final adjusted bill to me.

Business

Response:

A Verizon representative spoke with [redacted] Her current Verizon final bill is showing as $51.16 due. The representative sent copies of the May, June and July 2015 bills for [redacted] to review the billing and payments applied. Attempts to contact [redacted] to review the bills with her have been unsuccessful. We will follow up to try to contact [redacted] to review the bills and answer any questions.

Review: I signed up with Verizon in June and I am having billing issues and I keep getting the run around about the issue. I am being charged for services that I am not receiving and they will not fix the issue.Desired Settlement: I would like to be charged the correct amount each month for my services that I signed up for .

Business

Response:

Please be advised we spoke to [redacted] to review the complaint. She confirmed the services were working properly, but the billing was not correct. We were able to issue a credit for the missing discount on the September statement and added the discount code to assure she receives the correct discounts moving forward. I spoke to her today to confirm this information and she will call me should she have additional concerns with the October statement. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Account# [redacted]SSN[redacted]My fiancé and I moved into our new condo back in November. We obviously had nothing set up yet. We did our research and entrusted Verizon with our business. I called you all up to set up everything. Technicians were then sent to our condo to set up the television portion of the triple play we ordered and it turned out that it could not be set up due to our condo being below ground level and the satellite dish not reaching a signal. We were discouraged but tried a different approach and tried to get just Internet but prices were too expensive. I called to discontinue any service with your company and signed with another the next day. A few weeks later I received a bill in the mail from you all. Wondering as to why since no services were received I called to clarify. The person I spoke with said I needed to return the Router/ modem I received and that balance would go away so I did. A few weeks later I received another bill and then called again. The lady said to wait for the final bill maybe the router/ modem was not yet received, so I did. Now were in March **, 2015, a couple days apart from each other I received a bill from you all and another letter that said your third party [redacted] was going to put this on my credit report. Not only am I disgusted with Verizon’s way of doing business but also I will recommend to everyone I know and more never to use your services under any circumstances. I will pay this bill not because your wrong but because I’m right and large corporations such as Verizon is not worth another moment in my life.

I requested new service. Upon my request, I was advised it would be 1.5 weeks till they could get an installer to my house. They scheduled me a time window from 1pm-5pm on Saturday the [redacted] of June, 2015 and I was advised the installer would call 30 minutes prior to them coming to my location. I called at 430pm on the June [redacted], 2015 due to the fact I had not received a call from the installer. They reached out to the installer and I was told they were still coming, but had no eta. I then called back at 630pm that same day, receiving the same information. I then called back at 8pm and was advised they were still waiting on a technician. I then advised I could not wait any longer. They rescheduled me for a window of 8am-12pm on Monday the [redacted] of June, 2015. I called that Monday at 11:30am to find out why I still hadn’t received a call from an installer. The customer rep reached out to dispatch and they advised the window was 8am-5pm. This company has not delivered on any aspect of its deliverables. The Customer service reps have been pleasant. However, there is disconnect between the reps and dispatch. Dispatch also does not seem to have any control of its installers and they both seem content on delivering horrible service to a potential customers. I would hate to see how it treats its existing ones.

Verizon Wireless

Was visiting [redacted] and went to this store to upgrade, talked to Andy at the store and he recommended the edge program. He explained it as if the edge program required $180 per phone I found out after I left the store that he actually sold me what they call the Platinum bundle along with the phone.

Be very cautious I called him the next day and he told me to read the heading above the device cost which says your "package includes". He said I could return the platinum bundle. The point is that at no time did he explain to me that I could join edge for no cost. I feel like a fool allowing him to talk me into it. Very questionable sales tactic he just kept saying that Verizon taught him how to sell it.

Shady salesman if you go edge you do not have to by anything else watch out when they pull out the worksheet it is snake oil.

my mother who lives alone has no phone again today. It went out Wednesday and was told well we will get to it Friday. I called got it fixed that day. Well Thursday out again. When I called Wednesday I got a rude person who kept cutting me off telling me what I was saying was wrong. Told me like I was a child how to hang up a phone, she has a cordless phone, so she was wrong. I gave her the phone number to which she repeated back the wrong last 4 digits not once not twice but 4 times. So today I call and get well nothing on her about her medical issues. The lady said wait it was out Wednesday and now again. She said we know the lines need to be changed as they are from the late 50's early 60's and they will be done soon. Well we have heard that for decades. My husband and I are getting her on our cell phone plan. These people know there is issues and wont fix them. Putting a band aid on does not fix the issues. there is only so much duct tape one can use.

The technician came out to install service on 11/**/2015 as scheduled; however apparently Verizon had not activated my account so he was unable to connect to the internet. I called Verizon and went through their steps with no good result. I was promised a call back within 2 hours. 2 hours came and went - no call back. I called them and again had to go through all their steps. I was told I needed to access the internet to activate the account and that they would call me at 8am to review. I went to a local [redacted]'s, activated the account and went home to wait for the call. Which never came. I called them at 9am and again went through all their testing without any service being established. I was told they would escalate the issue to their "Tier 2" team and they would call me within 24 hours with a resolution. I waited for 2 days with no call back or update. I called again and was promised that I would have service by Saturday, Nov ** (so they'd had 6 days to work on the issue). It's now Nov **, and I still have no internet connection.

November 2015 I ordered a triple play bundle with Verizon Fios.

On December [redacted] my FIOS service was installed - the installer was phenomenal and wonderful.

On January [redacted] I called to inquire about an increase to internet speed, dvr increase, and a piece of equipment to connect to the back of the DVR box to make an ethernet connection. I was told that they can boost my internet, upgrade to the quantum DVR, and the additional ethernet piece was free. The internet order was in and I should experience an increase that evening. Total $ would be $15 extra a month to my bill. I said Great

On January [redacted] I received a package from Verizon, I opened it saw the new Quantum DVR boxes, I called Verizon for assistance to help get it set up. The first person I spoke with was from Technical support, he obviously had no idea what he was talking about, I asked for his manager. He transferred me to a different department and customer service not his manager.

I spoke with who he transferred me too and got the cable boxes set up. I asked them to confirm if my internet was upgraded. She then told me there was never an order placed for my internet boost.

I asked "what I was told my internet and dvr upgrades were only $15 a month." I confirmed I purchased the 150/150 when I bought my bundle and installed. Then she told me the next internet upgrade was 300/300 for $95 extra a month! I said "whoa....what happened? I was told my internet was boosted last week for $15 a month." She then continued to tell me "you're on the 150/150 now." I said "Yes that is what I originally purchased." I asked for a manager.

I was sent to a manager who told me I cannot get the internet boost for "$15 extra a month." I told her I don't want the boost, my problem "is that verizon set an expectations with me and come to find it was never ordered." They keep thinking I want a free upgrade my problem first started with the expectation the sales woman set with me. In continued conversations I asked if the calls were recorded over the course of 3 hours 3 reps told me the calls are recorded and 3 told me they were not. Inconsistent messages to the client. By this time I am 2 1/2 hours on the phone, the manager I was transferred to was no help I asked for her manager she told me I would have to wait 24 -48 hours.... I said "you have an irate client and now you're going to make me wait another 24-48 hours." I asked for her name she only gave me her first name and I asked for her employee ID she refused. I hung up with her and called Verizon back. Finally I got to someone who actually confirmed and went and listened to my original call on 1/**/2016. She then escalated to the escalations department, I was told an official investigation will be launched and escalated to his manager and the manager above. I received the representatives name and employee id. Still telling me they can and cannot access the recorded phone calls. I had mentioned to each of them I was going to report Verizon the Revdex.com. This is not how you treat clients or customer service.

46 hours later I received a call from the manager another woman named Samone, she was calling me on the 46th hour since I had asked for a manger about 4 representatives ago and 26 hours prior. Samone refused to help me or answer my questions, she continued to tell me she was ending the call, I asked her what was her purpose of calling me? She continued to tell me I was not getting internet boost for $15 extra a month, I told her that is not my problem my problem is the inconsistencies verizon had continued to tell me and I wanted an update on my investigation. She hung up on me.

I called and made complaints on a total of 4 representatives.

It is now 1/** - It has been 6 days and no one has reached out regarding my investigation or where Verizon dropped the ball. My issue with verizon is as follows:

Inconsistencies - told $15 a month to boost internet, increase dvr, and send me the piece to make an ethernet.

I have yet to receive the additional piece as well.

half of the representatives confirmed calls were recorded (I specifically asked) and half confirmed they are not. Half told me they could get access to the recordings the other half did not.

I told them multiple times I do not want anything for free but the inconsistent communications on their policies and procedures and my order originally made on 1/**/2016.

Managers hanging up, no follow ups, I don't understand...there customer service is the pits. I will continue to escalate and make other consumers aware since this is unacceptable.

Review: Three years ago, signed up for Verizon Triple Play deal with two year contract and $150 rebate after three months. Never received the rebate though Verizon claims it was sent. This year time to renew contract, chose another plan, two years,$150 rebate. After rebate did not show up I called and after 30 or 40 minutes on the phone was told that rebate would be sent after three consecutive ontime payments of bill. Rebate still did not arrive after 4 months,(bills paid on time as a general rule). I called Verizon again to inquire and was told after 30 or 40 minutes being shuffled around again that my plan did not offer a rebate. This is twice now that Verizon has swindled me out of a rebate. The plans tha tI signed up for clearly indicated the rebate online, I wish I had taken screen shots for my records, but I am fed up with Verizon promises not delivered.

Product_Or_Service: Fios Triple Play

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Receive the two rebates that I am owed, or credit my service otherwise. At the end of this current contract I will be returning the equipment in my house and seeking a new provider. It is such a shame that there are only two real providers in my area, hard to have much competition.

Business

Response:

Verizon made contact with [redacted] via email to address the complaint. The representative informed [redacted] the gift card of $250.00 is no longer available but a $120.00 gift, along with a $15/12 month credit can be applied, in lieu of the $250.00 gift card. [redacted] responded to the email accepting the proposed offer. The consumer may expect receipt of the gift card within 60-90 days and the $15/12 month credit will begin starting the next billing cycle. Total offer including $120.00 gift card and $15/12 month credit is $300.00.

Consumer

Response:

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

Sincerely,

Review: Verizon is the most unprofessional business that I have ever encountered. I canceled my service after one month because the representative would tell me a price over the phone but then my bill would be different. I paid my balance and returned my equipment. Then I got a bill for $900 for equipment charges. After spending 3 hours on the phone between three different departments (equipment, billing, and financial services), I got verbal confirmation that they received the equipment and that the balance was zero. Two months later, I randomly checked my credit report and there is the charge for equipment from Verizon that is past due -- after I thought we cleared everything. I call again and spend 2 more hours on the phone with these people. Again, they confirm that they have received the equipment. I asked them to send me something in writing confirming this, and I am told that they do not have the capability to fax or email the confirmation. I asked to speak to a manager and I was told the manager would have to call me back. I never got a call or confirmation in writing. What is the point of me calling and spending all these hours on the phone when I cant get any proof of the confirmation? Do I need to record the representative's verbal confirmation? I am furious that they sent derogatory information to the credit bureau for their own negligence in not communicating across departments. I refuse to waste any more time on the phone with these people. I'm going to work with the credit bureau and dispute charges. I am also filing this complaint with the Revdex.com because of Verizons unfair trade practices. I might sue them if this because an issue regarding my credit score, and I need to spend a significant time dealing with the matter. No one has time to spend 3-4 hours a day dealing with these incompetent representatives.

Product_Or_Service: Verizon Fios

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

Remove deragatory information from credit report and send me writen confirmation that the matter is resolved.

Business

Response:

The customer was billed $738.94 for unreturned equipment. The equipment was received but a systems error prevented the credit from being applied. A trouble ticket was opened to correct the billing and the credit was applied on 5/*/15. The company has submitted a request to remove this item from the customer’s credit report. A deletion letter was also mailed. Please allow up to 30days for the credit report to be updated.

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: Manny of my channels on my TV service have broken reception and Verizon wants to charge me for a service call.

I called into technical support to fix my poor reception. Was told they will charge me to send out a tech. Was told to accept the charges and dispute or negotiate when the bill comes. I pay Verizon over $250 / month and not paying them to fix the service I already pay them for.Desired Settlement: All I want is for my service to work. I want them to fix the service I pay for..

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: First Verizon added a $0.99 per month surcharge to my existing contract. I received a new bill with a new FIOS digital voice surcharge of $0.99 per month. Since these charges are added to the price of my service and aren't optional, I asked for an offset to these fees in some manner. The representative refused. I asked this agent if raising the price of my service would allow me to cancel my contract without charge and was told no. The agent essentially said that as long as Verizon didn't change the $79.99 price of my contract that Verizon could add as many fees as it wanted. Since adding required fees has the same effect as raising the $79.99, I asked to be transferred to a supervisor. After waiting on hold for an hour and hearing a lot of static, I gave up and filed this complaintDesired Settlement: Please either refund the added charges or provide some other service like additional movie channels to offset these increases.

Business

Response:

[redacted] was advised of the Price Increase Effective May **, 2014, Verizon will apply an FDV Administrative Charge of $0.99 per FiOS Digital Voice line. This monthly surcharge helps defray account servicing costs associated with providing voice services. This is a Verizon surcharge, not a tax or governmental fee. Visit [redacted] for more information. Advised customer if customer cancels prior to May **, 2014, there will be no early termination fee. [redacted] agreed to resolution.

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]

Verizon refused to remove the added charge which effectively increases the price I am required to pay if I remain with Verizon. I would like to continue to pay the same amount that I agreed to when my contract began. This is the second mandatory price increase that Verizon has added to my basic services. Being let out of a contract because of a change that Verizon made is not the same thing as being permitted to continue my original agreement.

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

Sincerely,

Business

Response:

Customer was advised .99 surcharge added to bill is for the bundle pricing and included within his terms of service. Customer wants Verizon to adjust charges. Advised unable to refund .99 surcharges. Customer understands but not happy with explanation.

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]

Although I believe Verizon FIOS is a great product and I intend to remain a customer, I am annoyed that Verizon has raised the cost of using its services three times during my contract. Although one of the price increases was for cable boxes, which are not covered by the price guarantee, since many channels can't be viewed without a cable box or cable card it isn't possible to watch all of the stations in my package without renting a box or card from Verizon.

Verizon agrees that there is a price guarantee in Verizon's terms of service that prevents Verizon from increasing the price of a customer's services during the contract term. Verizon acknowledges that it has added mandatory non-governmental fee(s) during the contractual period. Verizon admits that it doesn't matter whether a cost increase is called a price increase or a surcharge, since the costs of using its service increases by the same amount either way. I disagree with Verizon's assertion that calling a price increase something else somehow changes its character.

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

Sincerely,

Review: This all started between October and December 2012 I had switched to TimeWarner for TV, internet and phone. I only stayed with Time Warner for about 1 or 2 months. I received a bill from Verizon for $410.00 that said final bill. I made the payment of $410.00 10/**/2012. So that bill was paid. I called Verizon to have my service turned back on and they said I owed $164.20 to have the service turned on so on 12/**/2012 I paid that. The service was turned back on. I never heard from Verizon after that about these bills. In April of 2013 I got really sick and was in the hospital for 1 month. When I came home there were two bills from collection agencies. One of the bills was for $410.00 and the other one was 492.29. I called Verizon to asked and they said I owed the $492.29 on the cell phone account and they said that the $410.00 payment went to the cell phones account and this $410.00 was transfer from Fios. 1. The bill was paid. 2. I never had Fios. The only thing I had with verizon was my cell phone account and the internet which was $29.99 per month I had not had the internet with verizon for that long so there was no way that bill could of been anywhere near $410.00 So I don't know what this bill is but I did pay it. Verizon said my cell phone was $892.20. But I have bank statement showing that every month the bills were paid. I also paid $400.00 on 11/**/12 and then the $164.20. The $410.00 the $400.00 and the $164.20 more then covered the cell phone bill. and the Bill that they said was transfer from Fios I am not paying because I don't even know what it is and Verizon can't give me any more information and I had a one bill account which is when the wireless and internet was on the same bill. I have my TV through Dish Network and never had TV from Verizon so I don't know where this bill came from. I have been going round and round with Verizon about this and sent in my bank statements in to them 4 times and nothing is being done so I am hoping you can help. I have had my cell phones with Verizon for years and When I went back to verison I got the phone, internet, and the cell phone I have never lost service and the phones were never turned off. If I owed any money to Verizon they would not have turned my service back on or they would have turned off my phones. They never did that so in Oct.- Dec. I had a balance of $164.20 that was paid but then in April I get the collects statement saying I owed $892.00 and they put it on my credit report.Desired Settlement: I would like Verizon to credit these bills and take the amounts off my credit reports. This has been going on for 1 year and it is really brings my credit score down Best part is they were paid.

Business

Response:

We are continuing to work on this matter with the customer. We will respond by 3/**/14 with a resolution.

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]

Verizon did address and resolve the issue of the $410.00 but there is still the outstanding issue of the $492.31. I disagree with [redacted] explaination of why I owe the $492.31. I would like this to be researched further and taken of my credit report.

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:

[Your Answer Here]I do not agree with Verizon on the $492.31. I do believe that amount was paid. I have requested copies of the January, February, and March bills from yet another collection agency to compare the payment I made to Verizon and my bank account.

The original bill was in December 2012 but I think I paid that so I just want to be sure so as of now I disagree with Verizon

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

Sincerely,

Business

Response:

[redacted] from Verizon spoke to the customer [redacted] who states that she received all of the documentation showing that the charges are correct

she just got all those copies in the mail this past weekend. She is going to review them she will call [redacted] back.

Review: For over one week I have been trying to order and receive home internet DSL service fro Verizon. I have called ###-###-#### to place my order and follow up throughout this process. I placed my order for home DSL on August [redacted] 2014 and I was told my modem/router would arrive by Friday August [redacted]. I was told it was a "self install" and the line would be activated on Friday the [redacted] and given the prior tenant at this address had Verizon home DSL a few weeks ago and the line was "ok". When the modem/router did not arrive on Friday August [redacted] I contacted Verizon. I spoke to over 5 people and was told a technician was coming to my house that day to look at the line and start service. I was told that the modem/router would take another week to arrive. That all turned out not to be true. The tech never showed up and in fact my order was unknowingly canceled by a\n employee named [redacted] (Employee ID # [redacted]). I called back and spoke to a supervisor named [redacted] (Employee ID [redacted]). She transferred me to the "Escalation department" and I spoke to a woman called "[redacted]" who told me that my order was canceled by a Verizon employee ([redacted] named previously) and that my canceled order is "stuck in the system" and she was unable to create a new order. [redacted] promised me 4-5 times during that phone call that she would follow my cancelled order as it "moved through the system" and would call me between 8-9am on Saturday. She also promised I'd receive a free modem router ($39.99 plus tax) and the faster DSL service available in my area at $39.99 per month versus the $53.99 per month I'd been quoted initially. It's Tuesday September [redacted] at 1:45pm PST and I never heard from her. I want this resolved ASAP. My order number was [redacted]Desired Settlement: I'd like a free modem/ router combo as promised and $39.99 per month for the highest/faster level of DSL service available in my area, also as promised. I'd like my service activated today or tomorrow and the modem/router fedexed to me at the service address for delivery. I want an email confirmation of all account info, services and I want to know in advance

Business

Response:

Due to system limitations order

[redacted] is no longer available to review and research.

On September **, 2014 order [redacted]

was initiated to install Billing Telephone Number ###-###-####with internet

service. On September **, 2014 this order was cancelled at the customer’s

request.

On September **, 2014 a billing representative

from our office spoke with [redacted] regarding her concerns. During this

contact, [redacted] advised that she switched to another provider due to the

delays to install Verizon service. [redacted] advised that she no longer needs

Verizon service.

We apologize for any unprofessional

treatment that [redacted] may have experienced when contacting our Customer

Service department.

We trust that

this information will assist you in closing this complaint. We apologize for

any inconvenience [redacted] may have experienced as a result of this issue.

If you have any questions regarding this matter, please contact our office at

[redacted] EXT [redacted].

Sincerely,

Executive Customer Relations

Review: I am currently have Verizon home phone and [redacted] internet as my home services. I am very disappointed and would not ever recommend them to anyone because of their customer representatives and the lies they tell their customers about their products I am stuck with a bill that I cannot pay and is in collections. I recently received a [redacted] about a year ago. I am on disability and receive SSDI as my income. Verizon lied to me and put things on my bills that I did not want including internet security that does not work on my computer due to, that it is only a 32 bit security program and I am currently running a 64 bit operating system. When I download [redacted] program, I found several virus's and threats that Verizon security did not find. When I called their computer tech they told me that I did not need [redacted] security and they erased it off my computer and told me that their security is all I needed for my computer. When I comforted them about their security program only being a 32 bit, they told me not to worry about it. The fact is I download [redacted] Security after I had their security program for little over a year and found virus and threats with [redacted] security program. I was paying 10.00 a month for their program and I think they should refund me my money because my computer was not actually being protected by their security program. This is just one problem, my bill has been in collections for a another issue. When I lived in [redacted] at [redacted] they also put features on my bill as well such as adding things to my phone and internet that I did not want.I tried to pay some of it off but I cannot because I am on a fixed income and when I tried to talk to them about my issue they would not listen to me. I still have service with them and because of this bill being in collections my services are suffering for this bill. Thank you for your time and thank you for listening to me. Sincerely, [redacted]Desired Settlement: I like my bill to be off collections and be forgiven.

Business

Response:

Company records reflect installation of Verizon’sBundle Security and Backup Bundle on September **, 2013. Disconnection of Verizon’s Bundle Security andBackup Bundle was issued December **, 2014. However, also, on December **, 2014, installation of VASIP Item InternetSecurity Suite Multi-Device [redacted] was installed. VASIP Item Internet Security Suite Multi-Device[redacted] was later disconnected December **, 2014. A review of relevant trouble report reflectsonly two (2) tickets filed by the customer. Specifically, the customer contacted Verizon November **, 2013 and againDecember *, 2014. On December *, 2014,Company notations reflect that per [redacted], the customer had exceeded the numberof licenses; however, [redacted] released the license and the customer was able toactivate the service.Subsequent to receipt of the complaint to the BetterBusiness Bureau, I spoke to [redacted] and reviewed relevant customer/Companycontacts and trouble history. I advised[redacted] that Verizon records show little contact with Verizon’s businessoffice. I also advised the customer thatonly two trouble reports were filed with our Repair Department. I explained that the record does not supportthe customer’s contentions. I apologizedand advised I could obtain a minimal credit given the lack of documentationsupporting her claims. Accordingly, Irequested a two-month credit for the Bundle Security and Backup Bundle@$10.month x 2 or $20. This credit wasissued today, January **, 2015 and should appear on the customer’s next billingstatement.

Review: In September 2013, I contacted Verizon to let them know that I was moving and need to terminate my cable services. I was asked where I was moving to, since they could provide me the services. However, at the time I was still in the process of finding a home. When I spoke with the first customer service representative, I was told that they would suspend my cable services until I was in my new home. At this time, they also told me to keep my cable equipment so that I had it for my new home. The representative told me I was would have my service suspended for 9 months and at this time I would NOT accrue any charges. In October 2013, I received a bill for $210.08 stating that I was being charged for having items restored and for early terminating my services. I never restored the service, when I called to question I was told it was from the new owners of the home. When I asked about the termination fee, I was told that I did not need to worry about it since my account was suspended. Then in November 2013, I received a bill for $1560.08. When I called I was informed that I was being charged $1350.00 for not returning my equipment and $210.08 for early termination. When I called yet again, I spoke with another representative who told me that the first representative should have never said to keep the equipment, and if I don't return it my account will go into collections. I informed the customer service representative that the equipment was packed away in a moving pod and I did not have access to it. I explained that I should not be charged for their customer service mistake. They said it didn't matter, I needed to return the equipment or have my account go to collections. I did not want to keep the equipment but I still did not have a home that was my own to have the services placed back in my name. Plus, the equipment was packed away in a moving pod located in [redacted]. There was no way I could get to the equipment. on December*, 2013 I spoke again with a representative named [redacted], who stated that since I called and spoke with her my claim would last for 90 days before going to collections. At this time I was in the process of finalizing paperwork for my nee home. [redacted] also stated that I would only need to pay $19.99 for a suspension charge. After I purchased my new home and moved in at the end of January, I called Verizon to, set up services and I was informed that Verizon was not in my area. I explained that my brother in law, who lives around the corner has Verizon, the representative told me that some places have it and others don't. He said your neighbor could have it and then you won't. At this time, I had to officially cancel my account. I asked if I would be held accountable for the termination fee, since it is not my desire to have another cable provider, and I was told than I would not be charged since they could not provide me the services. On February**, 2014 I returned my cable boxes to Verizon via[redacted]. On February**, 2014 I received a collection notice in the mail stating I was being charged $1560.08 for unreturned equipment and early termination fee. I called the collection agency and they said Verizon did receive the equipment and the current bill was $210.08. I then called Verizon once again, and spoke with an elite team member by the name of [redacted]. She said that because of the early termination I was being charged. When I recounted all the phone calls, and was told that I would not have to pay; [redacted] stated that they must not have been trained properly. NOT MY PROBLEM!!! I am being charged for others mistakes. [redacted] stated she would look into the problem and call me back in a few days. I AM STILL WAITING HER PHONE CALL! I AM TIRED OF CALLING AND GETTING NO WHERE WITH THIS COMPANY! ENOUGH IS ENOUGN. SOMETHING NEEDS TO BE DONE TO CORRECT ALL THE ERRORS AND MISTAKES THEY HAVE CAUSED. I DO NOT WANT MY CREDIT TO BE RUINED BECAUSE OF THE POOR TRAINING VERIZON HAS SHOWN THEIR EMPLOYEES.Desired Settlement: I would like for my bill to be adjusted and to show that I do not owe $210.08. I want this amount to be taken care of so I can have my credit restored and not be harassed by Verizon and their collection agencies.

Business

Response:

Attempts to reach [redacted] by telephone to discuss this complaint have been unsuccessful. Records show that [redacted] contacted Verizon 9/**/13 and placed an order to disconnect service. Records show that she was advised of an early termination fee for disconnecting prior the end of her contract. [redacted] was also advised that if she had Verizon service connected at her new address the early termination fee would be waived. The service was disconnected 10/*/13. A final bill for account ###-###-#### was issued dated 10/**/13 for $210.08, which included a $140 early termination fee. A revised final bill was issued dated 11/**/14 for $1560.08, which included charges for unreturned equipment. The fee for the unreturned equipment was adjusted in full 2/**/14, leaving the original final bill amount of $210.08 as due.

Review: I called Verizon in July 2014 to complain we were not getting our bills, one month later our cable was turned off, we paid the bill over the phone, again the next 2 months no bill and it was then shut off again. This was now October. I then called them and told them we were not going to pay the bill until we received an itemized recipe with the cancelation; we no longer wanted Verizon as our cable, internet, and phone provider. I was told I would receive a box with to supply them with their equipment, I advised them they would get it back once I got the itemized bill. I have been calling every few weeks and have still yet to get the itemized bill in the mail. When I called the bill that was around 500.00 is now over 2000.00.Desired Settlement: I just want my bill so I can make payment.

Business

Response:

We found the returned boxes and we will be crediting the amount of $1530.62...please allow 1-2 bill cycles for the credit to post...Balance due will be $547.21. case closed.

Review: Below is a regular and certified copy of a letter that was sent to Verizon in regards to the situation. After the letter was sent we have made several contacts to Verizon still with no resolution or responses. Verizon never acknowledge the below later as well.

March **, 2015

Verizon

To Whom It May Concern:

This letter is in regards to a charge made by Verizon in the amount of $156.06 to [redacted] (account # *)

On October **, 2014, [redacted] , requested phone service to be set up at her residence, ### [redacted], ** #### by Verizon. At the time of set up the Verizon representative quoted [redacted] that her monthly bill would be approximately $32.58 cents after discounts, taxes, and bundles with her [redacted] service. She was also advised that the bill would be combined with her [redacted] bill, therefore she would receive only one bill. [redacted] accepted this offer based on the quote she received since this was in line with other carriers’ such as [redacted] (bundle plans), [redacted] and [redacted]..

During installation week, Verizon came to [redacted]'s residence twice. The first time the installer stated they wouldn’t be able to complete the installation because two phone lines were requested and since [redacted] was only requesting one, she would need to contact Verizon to have that changed. [redacted] completed said task. The first installer then stated that he wouldn’t be able to set up service because there was no line at the main box of the residence, then left with no work being done. Later that week another installer arrived and stated that he could install service and that there were no issues with the main unit of the box, whereupon he connected phone service to the house. This is an example of the dysfunction and lack of organization within the Verizon Company. Also, during the installation the Verizon installer managed to cut the [redacted]’s [redacted] internet cable.. This resulted in the *s’ losing their cable service, requiring a service call to [redacted] to come out and trench a new line in their yard.

After receiving two bills from Verizon, totaling approximately $200, the *s’ contacted Verizon on December [redacted], 2014 to determine the discrepancies. At that time [redacted] spoke to [redacted] (the Verizon Representative) and was advised that the Freedom plan for $59.99 had been set up. [redacted] explained that $59.99 was not what had been quoted and that he would like Verizon to honor their original quote. He was told that Verizon would not be willing to change the price of the service, so [redacted] subsequently requested for the service to be disconnected. [redacted] advised that he was willing to pay for the two months of service at the original quoted amount of approximately $32.58.. [redacted] was told that Verizon would not accept this. [redacted] asked to speak to a supervisor. [redacted] responded that no supervisors were available and she would ensure that one would be in contact with him in approximately 48 hours.

After a couple of weeks, the *s’ never received a return call from Verizon. On January [redacted], 2015, [redacted] contacted Verizon and was advised by the Verizon Representative, [redacted], that supervisors never return calls and there is always one available. This again, highlights the numerous discrepancies within Verizon. [redacted] then proceeded to transfer [redacted] to a Verizon supervisor, [redacted] advised [redacted] that Verizon apologizes for any miscommunication and that they will go back and listen to the recordings to use this as a training opportunity for the original representative who quoted [redacted] the inaccurate amount. [redacted] also stated that they do not follow up with customers into the action Verizon takes with their employees, which [redacted] understood. At this time [redacted] asked to pay the bill based on the original quote. [redacted] advised [redacted] that Verizon doesn’t honor misquotes from their employees. [redacted] advised [redacted] that she doesn’t honor misquotes either and that was the reason she was calling and had cancelled her service. [redacted] and [redacted] are reasonable people and aren’t trying to get out of paying for services provided. They are attempting to pay their debt in the amount of $65.16, which is for two months of service at the originally quoted price. It is Verizon that is being unreasonable and attempting to charge unreasonable charges with out investigating the situation. Even telling [redacted] as of March *, 2015, that she will be sent to collections if she doesn’t make any type of payment. We look forward to a Verizon person to contact us to resolve this matter.Desired Settlement: $65.16 and for my credit not to be compromised due to Verizon's misquote.

Business

Response:

Verizon's Customer Service Escalation Team representative reviewed [redacted]'s account. After complete review of the account, the representative issued credits for the amount [redacted] felt she was overcharged. This information was provided to [redacted].We trust this information will help to resolve [redacted]'s concerns.