Verizon Communications

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

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 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.

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 have been waiting for a month to get my refund back from Verizon. Last time I called I was told it would be about 10 days until I would get a check for the extra deposit. This was a month ago. I'm still waiting for my refund. Your employee told me within 10 days I would get my money back and this was in late March. I'm expecting a full refund since I gave all of my information to the last agent over 3 weeks ago.Desired Settlement: I expect a check in the refund amount I was promised 3 weeks ago,

Business

Response:

On 4/**/19, a refund of the customer's credit balance was issued. The customer should receive the refund check in 5-7 business days.

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: 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 owes me $124.18 in total, that I would like returned or credited to my account.

August 2015 - I added Verizon WORLD Plan 500 to my account, and made calls to Nepal. I did not go over the 500 minutes allotted. I received an extra $364.18 charge to my August bill. Turns out Nepal isn't included in the plan! Why is Verizon calling it a WORLD plan if all countries aren't included?

August 2015 - I called Verizon about the $364.18 charge and false advertising. After a long conversation the rep asked me to pay the entire $497.92 bill and Verizon would credit my account $40 each month until $364.18 is reached. So I paid the whole $497.92. I received a $40 credit for August. There were no credits given to me for September and October! I called them up again and after an hour of wrangling I was given an $80 credit for those two months...rep said there's nothing in their system that says I should be credited each month. He would ask the original rep to fix it.

December 2015 - No credit on the December bill, so I called Verizon again for another hour long conversation - rep again said "[redacted]", and that she'll ask the original rep to fix it. She told me to keep paying my bill minus $40 and if I don't see the December credit in my account after a week to call back. I did not call because these calls are exhausting, and take long. I then got a "disconnection notice" Feb [redacted] for not paying balance overdue ($120.30...the supposed credits I was asked to withhold). I have been paying my bill minus $40 each month since December 2015.

Feb ** 2016 - I made another hour long call to Verizon asking why I haven't been credited the remaining amount and about the disconnection notice. The rep said there's nothing in my account notes that says I should be credited at all and that I should settle for a 34% total credit because I did make the call and that has charges. I am not disputing my calls...the World Plan has a charge that I paid in Aug 2015 ! There is no way I would settle for a 34% of my own money! After much discourse the rep said the best he could do is a $120 credit.

I paid Verizon the $364.18 World Plan500 usage charge with an explicit agreement that I would get credited every month for $40 for 9 months!! I am not responsible for the kind of support notes Verizon employees keep of customer conversations...they can verify it all in phone recordings they may keep that everything I said above is true and that I was promised my money back. Verizon still owes me $124.18 and I cannot be expected to spend another hour next month over the phone, begging/hoping I will be credited another $40 of MY money.

Verizon, please return or credit to my account the rest of my money, $124.18 in total.Desired Settlement: Verizon, please return or credit to my account the rest of my money, $124.18 in total.

Business

Response:

We issued credit for the disputed international calls as well as the monthly fee for the calling plan. We spoke with the customer to review the credits issued and apologized for the problems.

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.

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.

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.

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,

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.

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.

Review: I recently got fios less then a month ago since day one ive been having a problem with picture quality

I recently got fios less then a month ago since day one ive been having a problem with picture quality I went though the trouble shooting steps with the tech on the phone none of them worked at all I asked if I could received some kind of credit for the less then month of service I had with the picture jumping spiking blacking out on a hand full of channels I was told very rudely that because it is not a total black out of all the chanels they wont do anything on top of that ill be moving in less then month and they are gonna charge me to reactivate my service at my new address when my service at that point wont even be 2 months in the customer service sucks and at this point so does the serviceDesired Settlement: some kind of credit or the month of not up to par service I receved or waive the 200 and something dollars they will charge me if I cancel service

Business

Response:

Verizon’s Fiber Solutions Center reached the customer on7/*/15 and he stated that he was no longer having an issue with his FiOS VideoService and it was working to his satisfaction. Verizon reviewed the accountfor Video out of service credit which, in accordance with the tariff, isprovided based upon repair repots for out of service conditions for periods inexcess of 24 hours. The customer had two reports. The first was on 6/**/15 andwhen the tech had the customer reboot the router and the trouble was resolved.The second was on 6/**/15 for a fax issue that was resolved and not related tothe Video service.

Review: This complaint is due to the implementation of fraudulent early-termination fees for cable service. There have been numerous class-action lawsuits against Verizon (won by customers) over this very issue in the past few years & I am now a victim. Verizon changes its service contracts without notifying existing customers. We had been customers for many years and were not aware of any type of early termination if we chose to disconnect our service.

We moved to Arizona on 4-**-**. I contacted Verizon & told them I wanted to end my service on [redacted]. The representative promptly sent the kit to return the equipment at their cost via [redacted]. I confirmed on her recorded line that there were no fees & my service would be discontinued on that same day, which it was.

A month later, much to my surprise, I received a bill with an early termination fee, which we were told did not apply to us. I called & explained everything to a representative, who just kept repeating that I had broken my 2 year contract & I had to pay. I called multiple times & got the same response. In addition, every representative I got on the line did not speak clear English, they are apparently outsourced & do not understand how to handle American business customers.

There is no possible way we would have signed any agreement to extend our service since we had plans on moving to Arizona over a year prior to April 20**. I received one more bill in June & with no warning, harassing phone calls from unknown collection agencies from all over the country. Prior to this incident my credit score was near perfect, over 830. Because of Verizon & their fraudulent business practices, it has dropped to 710. This has negatively affected my relationship with the bank that I use to invest in homes. It is the principle of this issue, not the amount owed. These fraudulent companies cannot change their contracts without notifying clients. I would like this matter cleared off my record.Desired Settlement: I want these charges cleared off my bill and taken off my credit report. Furthermore, I would like a letter stating that my account is cleared in good standing so I can forward it to my bank.

Business

Response:

Based on a review of the account, it was determined that the customer was billed an early termination fee of $160.00 on the May **, 2015 bill correctly. According to our records the customer called on July **, 2014 to inquire about receiving a better price for services or may switch services to another carrier. The customer called again on July **, 2014 requesting options to lower the monthly bill. The customer agreed to a new two-year FiOS Triple Play Bundle of TV Internet and FiOS Digital Voice and removed one set-top box from the account. As the customer disconnected services prior to fulfilling the two-year agreement, the customer is liable for the early termination fee billed. I spoke to the customer on January **, 2016 and advised that the early termination fee billed is valid. The customer was not satisfied.

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 resolvedYou have no proof, as it is not the first time we called to fix overcharges on our bill. We knew we were moving out of state. We on 2 houses & one car outright & no longer need credit so you can take your collections bill & shove it.

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

Sincerely,

Business

Response:

Verizons positions still stands. Based on a review of the account, it was determined that the customer was billed an early termination fee of $160.00 on the May **, 2015 bill correctly. According to our records the customer called on July **, 2014 to inquire about receiving a better price for services or may switch services to another carrier. The customer called again on July **, 2014 requesting options to lower the monthly bill. The customer agreed to a new two-year FiOS Triple Play Bundle of TV Internet and FiOS Digital Voice and removed one set-top box from the account. As the customer disconnected services prior to fulfilling the two-year agreement, the customer is liable for the early termination fee billed.I spoke to the customer on January **, 2016 and advised that the early termination fee billed is valid. The customer was not satisfied.

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: 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: I have been trying since August to get my account correct. I moved and wanted the service transferred. It took from August [redacted] until Oct. [redacted] to get service. In the mean time I was billed for service I didn't have. Once service was established I have continually called since October trying to get a copy of a bill and to find out why I can't see my services on line. It has taken 6 phone calls and today 11/** I am on my 7th phone call with a new ticket number and they still have no idea how I can pay my bill or see it. Every day is a different answer.Desired Settlement: I just want to be able to see my bill and pay it on time. I've been a customer for over a decade and have never had such bad service.

Business

Response:

The issue this customer is having of not being able to access her online account is being researched by Verizon IT. Once we have a resolution to this Verizon IT issue we will follow up with [redacted] to make sure her on line account is set up.

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've been told for 6-8 weeks that the IT department is researching. I still have no access and can not get a copy of the bill they say I owe.

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

Sincerely,

Business

Response:

Per Verizon's IT department, the issue which caused [redacted] to not be able to see her bills on line has been resolved. [redacted] should now be able to see her billing information on line. Our attempts to contact [redacted] to verify that she can now see her bills have been unsuccessful.

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.