Verizon Communications

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: Fraudulent charges on my bill. I was told one price when I renewed my contract for 24 months, then to find out it was a lie. I called and spoke to Mrs. S[redacted] a supervisor in Maryland and all she said she would do was re-train the employee who renewed my contract. She didn't care if I didn't agree to the price that I was never told about. Very rude and incompetent people working at Verizon. No solution other then speaking to the employee was offered to me and I doubt she even will speak to him. I expect better from such a large company. Never will I do business with them again.Desired Settlement: I would like them to void my recently renewed contract with them or adjust my bill to the promised price.

Business

Response:

On 11/**/15, a Verizon customer service representative discussed the account with the customer. The representative explained to the customer that under her old plan the rate was $89.99 and this plan included a $35 monthly bundle discount until 3/*/16. The customer’s new plan has a monthly bundle credit of $35 for 24 months and is currently billing at a rate of $45 monthly while her old and new credits are applied through 3/*/16. The representative advised that monthly rate on the new plan is $99.99 less a $35 monthly bundle discount for 24 months. The representative also offered the customer a new plan and a $50 courtesy credit should she accept the offer. The customer accepted a new offer and was issued a $50 courtesy credit to the account. [redacted] advised the issue was resolved. We apologize for the inconvenience this issue has caused.

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: 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: 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: 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.

Verizon web site promotes a 2 year monthly service plan at a specified cost that is clearly noted in the promotions cart; however, after selecting "Checkout", the 24 month cost jumps to a higher rate with no further explanation. Very easily missed if you should select "Commit" option. In my case, the extra charge would have cost me an additional $360 after locking in to the 2 year contract.
This is a deceitful practice on what should be a reputable business.
I have supporting document with Screen Captures to confirm my statement above.

On 9/*, I paid my bill for $198.81. On 9/** I contacted Verizon via chat to disconnect my service on 9/**. During the chat, I confirmed the billing for my account. I said "My billing cycle is through the last day of the month correct? So the money due on 10/* is for September or is it October's prepayment?" The representative Lynn said "You are billed for a month in advance." I confirmed "So by disconnecting on 9/**, no additional money would be due?" to which Lynn responded "correct". On 9/** before 6 am our service was disconnected. Within the first three days of the month I received a notice that I owed over $200 and on the [redacted] we received a notice that the price was reduced due to $160 for prorated services not used. After speaking with multiple customer service reps, supervisors and escalation managers they have explained my billing cycle is from the [redacted] to the [redacted] of each month. I'm not contesting the actual billing cycle, I'm contesting that I was advised no further payment is due. After being promised on Monday, October [redacted] that I would receive a call in 72 hours and that never happened. I called back on Friday night, October [redacted]. A representative put me on the phone with an escalation manager who stated Verizon doesn't need to honor the written communication from the chat, that I am bound by the terms of use. When I demanded to speak with someone else after such horrible experiences (over 4 hours speaking to people through out the week they disconnected the call on me saying they refused to escalate my issue further (I was simply requesting someone read and honor the written confirmation from their employee) they said I needed to send a letter to a PO Box in [redacted]. No one has acknowledged the confirmation via chat, everyone is stating I was sent a bill and I have terms of use. After multiple misrepresentations (I cancelled because of misrepresented rates) and disappointing customer service, I will never return to Verizon. I simply want them to honor what they told me and have this months payment reversed.

Regarding Verizon Fios Installation in the Boston-area, this was my experience (below). I lost hours of work and money. The departments did not seem to be communicating with each other well and often provided me incorrect information. I will continue to warn others until their service improves.

10/**/15: I called to set up the [redacted] and Verizon Fios bundle. I was told that a technician was needed to come for the cable installation (scheduled for 10/**) but not a technician to come for the internet. The Verizon Fios kit would be sent to me and it would be plug-and-play. The service ready date would be 10/**/15.

10/**/15: I contacted my landlord and was told I could not get [redacted]. I cancelled the 10/**/15 appointment with [redacted]. I also called Verizon to verify that I could still get internet.

10/**/15 8AM: I unexpectedly got an email saying that a Verizon technician was coming between 11:45AM and 12:45PM. I was already at work. I DID NOT schedule this appointment. I called to cancel, under the impression that I did not need a tech. I spoke to the technician on the phone and he said he indeed needed access. I called customer support to make an appointment for 10/** from 8AM to 11AM. I scheduled a half day for work. I later get an email saying my service ready date will be Oct [redacted].

10/**/15 8:00AM: I get an email at 8:00AM saying that the technician will come between 1:45PM and 2:45PM. I call customer service and they tell me that I was actually scheduled for an 8:00AM to 5PM slot!!! I tell them, if I leave for work now, I can come back home at 5PM, the earliest. They say OK and schedule him to arrive then.

10/**/15 1:10PM: I get an email saying my appointment is scheduled for between 4:00PM and 5:00PM. I request to leave even ealier from work and take a cab home to be there by 4PM, even though the appointment was 5:00PM.

10/**/15 3:30PM: I am en route home and and do not see an email that said the technician was arriving between 3:15PM and 4:15PM.

10/**/15 5:05PM: I received a call saying that I needed to schedule an appointment to install internet. I call customer service and she said the techs came at 3:30PM and then left when they could not get into the building. I complained that this was not the scheduled time and demanded that they return. The tech comes back at 5:30PM. The equipment is already set up but he checks my apartment and basement to see which phone jack is working. He locates the jack leading to the basement. He says he will come back tomorrow because he needs to do work outside of the building: he says I do not need to be home. No tech stopped by the next day. I have to work a few extra shifts the following days to make up for the half days.

11/*/15: I was told that the tech would stop by today and that the internet would be ready by 5PM When I got home, I found out that the techs did not come. I called customer support and they scheduled a new visit from 8AM to 11AM on Thursday 11/*: I again asked for a half-day from work. The rep told me to be home and make sure the techs did not leave before the internet is working. This rep was very helpful. I complained online Verizon Fios about the service. They opened up a chat window. I told them that if the issue was not fixed by Thursday that I would be cancelling service.

11/*/15: I receive an email confirming the appointment for 11/* between 8AM and 11AM.

11/*/15: At 9AM I call customer support and they told me that the techs are at my building and are working on the issue. At 11:30AM I talk with tech support because my ticket # was closed online. I ask if that means the work is done and Pratiksha says it must be. I tell her I still do not have internet. She checks with other departments and informs me that work was never done because of construction work in my area. I NEVER received a phone call from the techs about this, nor was I notified by them that they had even arrived and then left!!! At this point I lost it. Later that day, I call customer support and tell them to cancel my service. I said I do not want any techs coming to my apartment again, for them not to call me, and that I was done with the company.

11/*/15 8AM: I get a call from my landlord. She tells me that the Verizon techs called them directly and asked to get into the building. The landlord said that I should have contacted them first before "scheduling" an appointment so that they could have someone in the building. I told them I NEVER scheduled this appointment, that the techs had not contacted me today, and that they should not be let into the building. My landlord is now under the impression that I did something wrong.

Overall, the product is good.

Pricing on their services, are poor, and legally questionable.

I'm trying to return all of my HD set top boxes, which they charge me 11.99 for HD, 7.99 for SD...as I'm attempting to eliminate those expenses from my account, I'm being told that we need to have at least 1 HD set top box in order to have the HD TV service.

So they charge me for HD signal TV services as a stand alone expense. If I buy that service, I still can't use it, because I need to rent out only their box to allow the HD signal to work.

The only exception I have, is a TIVO, to which they had to supply me a cable card, and yes, you guessed it, they charge me 4.99 per month for the cable card, an added expense on top of my monthly hd-very-expensive-tv charge.

Ultimately, the best case scenario, is I have to spend 4.99 per month for each cable card I use. Bottom line, you can't pay for TV services, without spending more for hardware that only Verizon can supply, and of course charge you monthly.

It should be illegal to charge for a service that you can't use. You either provide the set top box free to support the HD service fee (only 1), or you bake the set top box fees into the service fee.

So my score for verizon about recommending a friend is a 5, which could have been an 8 or 9 had this bumbling of a pricing policy didn't exist.

Review: I am reaching out to you because I have experienced great difficulties renewing my TV/Internet/Phone services contract with Verizon FIOS. Since March 2014, I have been logging into my Verizon account trying to renew my services contract for TV/Internet/Phone which expired on April [redacted] 2014. The Verizon website started to push renewal advertisements so I decided to take action right away since I enjoy the service so much. My first attempt at renewing was on March *, 2014 (order #: [redacted]) for which I have a confirmation email stating my renewal would go into effect on April [redacted] 2014. The renewal rate offered online was what I considered a great deal at $124.99/mo. for 24 months. Of course I was 1 month and 1 week early on my current contract expiring, so I waited until April [redacted] 2014 to check for the new contract to be in effect. I contacted online chat representatives over and over and they were helpful, but my account was never updated correctly. I would think my agreeing to the terms of the contract would also expect Verizon to agree to the same terms in which they state. Anyhow, since the representative noticed my account was still expired even with the order processed, they figured I needed to renew again. I agreed so I went step-by-step with them to renew at a rate of $129.99/mo. for 24 months (order #: [redacted]). On April **, 2014 neither the first or the second order processed and I still had no contract with a rate lock. On April **, 2014, I contacted a representative who then directed me to an [redacted]. The [redacted] said that my orders placed online are being dropped and not allowed to be processed because I am not allowed to pay less that what I am now. I then decided I needed to think about whether or not I wanted to commit to the price I am paying now, or if it was time to end my services with Verizon.

Eventually, though my disgust and research on the matter (reading forums and Revdex.com complaints), about what was happening was a "bait and switch". I wanted to contact a person who understood the online system the best so I contacted the [redacted]. I provided to him the same information I am in this complaint. A person by the name [redacted] decided to help me and left a voice-mail (which I have saved) along with an email stating the correction that would take place on my account. The email I received is: "Hi [redacted], I just left a message for you on your home number. I currently show your bundle at 139.99, but we are able to get an additional $10 per month off of that price as well. I do apologize for your time and frustration regarding this matter, and your information has been forwarded as well for the online team to review for accuracy. Please let me know if there is anything else I can help you with. Respectfully yours, [redacted]".

Today, I received a bill at a rate of $149.99 under a 2 year contract without anything mentioned by [redacted]. I never agreed to this contract, yet I have to pay $230 to get out of it on top of it all. Below I have listed the only 3 orders I placed with Verizon to renew my services along with the details around each of them. I also have letters from Verizon stating my account could not be renewed, however someone, somewhere renewed met at an incorrect rate. This is a "bait, switch, swindle, and steal". I requested the details order which placed me under this new contract, but now there is silence from Verizon and I have no way of correcting this.

1st attempt (alone using 'renewal' link):

Date: March *, 2014

Order Number: [redacted]

Monthly Charges: $124.99 (plus taxes and fees)

Term: Months 1-24 ($124.99/mo.)

Effective: April [redacted] 2014

2nd Attempt (with representative):

Date: April **, 2014

Order Number: [redacted]

Monthly Charges: $129.99 (plus taxes and fees)

Term: Months 1-24 ($129.99/mo.)

Effective: April [redacted] 2014

?3rd Attempt (alone through 'account service renewal')

??Date: April **, 2014

Order Number: [redacted]

Monthly Charges: $129.99 (1st month) $139.99 (months 2-24)

Effective: ????

If you notice the trend of orders above, I couldn't get any of them to work, but they were all confirmed at one point. Why would I now be contracted to pay more than I originally agreed to, is the question.

Thank you.

[redacted]Desired Settlement: I would like to receive the pricing plan I originally agreed to on March *, 2014 under order number [redacted]. I like my services with Verizon, much better than any other provider I've had. I don't mind paying an extra month at my old rate, but I refuse to be forced to pay for 2 years I didn't sign up 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. The latest bill now displays a price plan of $139.99 then with a $10.00 discount on top of it bringing the price down to $129.99/mo. This is satisfactory to me.

Sincerely,

Review: I had Verizon for 4 days and cancel. I was told thay had high speed internet. Thay didnot in my area. I could not watch netflix like I told them. I just received a bill for 105. for what, 4 days. The bill said over due just received today 4/** on line. I have not received a paper bill.Desired Settlement: Verizon lied to me I owe nothing

Business

Response:

Our investigation determined the charges included the non-recurring

installation charges of $12.25 for a premise visit $18.21 for network

interface; $39.99 for combo modem and $19.99 activation fee for the internet

service. We had previously agreed to adjust the modem and activation fee for a

credit adjustment of $63.18.

We spoke with customer to acknowledge receipt of complaint.

The customer explained they had not been informed of applicability of

installation charges. We issued an additional adjustment of $30.46 for the balance

of the installation charges leaving a balance owed of $11.85 for service

provided from 3/**/14 to 3/**/14 which customer accepts.

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:

Verizon Settle on a amount 0f 11.85 to be paid in full . I did pay the 11.85. They have lie again. They have sent me to collection co for 42.31. I was thinking this was over, I have spent many hours on the phone with them. Verizon cannot tell me why I owe this. I would like to be done with this.The man from Verizon said I will pay it or hurt my credit.

Thanks

complaint ID [redacted]

date filed 4/**/2014

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

Sincerely,

Business

Response:

As previously reported this customer does not owe us anything for his final

account. All adjustment have now posted

against the account. Any collection notice sent was done so in error and we

sincerely apologize. We have confirmed all billing systems updated to reflect

account closed and paid in full.

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: We cancelled service and returned all equipment per their instruction. They claim to be missing items that were returned. This is fraudulent behavior!

5/**/2015 I went to [redacted] Store and shipped a 14lb package with 2 set top boxes and 1 cable router in the shipping package provided by Verizon. Here's the tracking number: [redacted]

My Account Info is:

Fios Phone Number: ###-###-####

5/** got an email today claiming I did not return both of my set top

boxes, which I absolutely did.

5/** called to provide tracking details and get issue resolved. Spent

1.5 hours on the phone talking to Angel and others being transferred, disconnected, and lied to and going back and forth to various departments and being told they never received

anything and I needed to pay them for the equipment. I explained I did

return two set top boxes and the cable modem router all in the same

box they sent me exactly as they requested, and that I followed their

exact instructions and kept my [redacted] receipts, etc. After arguing that

they have no record of this return and not being able to use our

tracking number which shows the package as delivered, she said we

needed to talk to technical service department. We objected to being

transferred but she said they're the only ones who could help us. The

gentlemen from technical services got on the phone and made jokes

about how there's really no way to get this resolved, as everyone will

simply try to sell us services but never help us get the problem

resolved as if we was very much aware of this being a game Verizon plays regularly with their customers. He gave us multiple pieces of clearly incorrect information

and told us we need to speak to sales to get this fixed! We were disconnected again upon being transferred. He did call us back and said they were closed on Sunday and to call customer service again tomorrow to work on the issue.

Although we received an email saying we're missing one item in the

return, there's no phone number to call to discuss the issue or

resolve the problem. We also told multiple customer service people we

have the box weight listed on the [redacted] receipt showing 14lbs, which was

for all the items we had used during our service but they didn't care

at all. No one will help get this fixed or tell us who we need to talk

to do so. After reading a multitude of similar complaints online, we will pay the charges and file a small claims suit immediately after being billed if this issue isn't immediately resolved. Verizon's business practices are unethical and something needs to be done about this!Desired Settlement: I want my equipment to show up as "returned" as it was completely returned. I also want Verizon Fios to provide contact details in their emails to resolve these fraudulent activities as well as an option on their phone system for problems with equipment returns as well as a transparent and documented returns process for equipment.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. Our investigation concludes; equipment shows it was returned June 2015 and no equipment charges have been billed to the account. As of 7/**/15, the account reflects a credit balance of $21.65 that will be refunded in 1-2 billing cycles. Verizon has left voicemail on ###-###-####, communicated by email [redacted] and [redacted] but have not heard back from the customer. Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint. Sincerely, John T. Verizon SW Executive Relations ###-###-#### EXT [redacted]

Consumer

Response:

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

Sincerely,

Review: Verizon is Not competent in finalizing Bills paid in Full. Verizon continues to submit my account for collection to varies collection agencies since **/2012. I have receipts showing paid in Full towards this account in 2014 from [redacted] ###-###-####). [redacted]. (###-###-####) is now requesting funds for the SAME account which was submitted by Verizon on **/**/2015 with a balance of$138.56. Verizon did Not enter the return equipment profile for this account until after **/2012, but the receipt I have on records reflects my return date 09/**/2012 to user [redacted] at the [redacted], MA. Verizon also continued to charge this account thru 12/2012 even after I spoke with Verizon Collections dept.Desired Settlement: Resolve this Account or set a court date

Business

Response:

The account was called back from the outside collection

agency and all collection action has been stopped. The necessary request forms have been issued

to adjust the account to a zero balance. We apologized for the problems encountered and appreciate

the customer bringing this to our attention.

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,

Thanks to the Revdex.com for the attention to this case. Lloyd

Review: Verizon advertises services for internet, phone and TV for $89.99 per month with a $300 gift card. I signed up for the service last year. Recently, my parents received a similar advertisement. They were about to switch to Verizon until we compared our existing bills. Verizon charges $18.96 per month ($455.04 during the course of the two year agreement) for "Verizon Surcharges and Other Charges & Credits." My parents' service provider charges no similar fees. It should be noted, however, that both providers charge similar taxes.

In effect, Verizon's advertisement is misleading and a deceptive business practice. Verizon has artificially segregated certain charges under the guise of "Verizon Surcharges and Other Charges & Credits" rather than being truthful in its advertising. In fact, their service charge is $108.95 rather than the $89.99 advertised.

Given the size of Verizon's customer base, this issue should be addressed as soon possible - potentially with the Department of Consumer Affairs or another consumer advocate group.Desired Settlement: "Verizon Surcharges and Other Charges & Credits" should be reversed from my past bills and removed from future bills. Additionally, Verizon should be forced to disclose the true price they charge for such services.

Business

Response:

Billing specialist left message for customer

to inform the applicable taxes and surcharges will differ from company to

company depending on the services rendered as well as the extent to which each

company is regulated. Our advertisements always include notification rates are

subjected to any applicable taxes and surcharges. The taxes differ from county

to county so the actual amount is not something we can include in general

advertisements. On calls into the company we do provide callers with estimated

rates for the taxes and surcharges applicable to their services. Our

confirmation emails for services ordered give a breakdown of the applicable taxes

/surcharges. We provided customer with the billing specialist name and direct

number to call if he would like to discuss issue further.

Review: VERIZON – 2013

Aug ** 2013: Signed up for FIOS “Triple Play” package – order #[redacted] installation scheduled for Sept * between 9:00 AM & noon.

Aug ** 2013: I received an email from Verizon confirming my order and installation date.

Sept * 2013: NOW THE FUN BEGAN! I received a call from [redacted] who transferred me to [redacted] in Ohio. [redacted] said that the call was to confirm my appointment for Sept * I told him that my appointment was for Sept *. “Not so” said [redacted] but he would check on it and call me back in 10-15 minutes. I asked [redacted] for his phone number, he gave me ###-###-#### pin#[redacted]. A half hour later [redacted] had not called, I called, the pin # was inactive. I called Verizon, explained the problem to [redacted] who transferred me to [redacted] who told me that she was in the Solution Office in Tampa and that her phone number is ###-###-####. I explained the problem she told me that there was nothing that she could do. I asked to speak to a [redacted] she told me that it would not help, I insisted. She told me to hold on, I did and a short time later I received the recorded announcement “(?) beep beep beep your call has ended, please hang up”. I did.

Sept * 2013: [redacted] called me I told him that 9/* was no good for me he said that I would be called back. I left my apartment, when I returned there was a voice mail telling me to call to confirm 9/*. I did and spoke to [redacted] then [redacted] who transferred me to [redacted] who told me that now the appointment is for 9/* AM, she then transferred me to [redacted] who is a [redacted] in Tampa.

Sept * 2013: I received an email from Verizon rescheduling the installation appointment to Sept *.

I made calls to Verizon, spoke to [redacted] and finally [redacted] who scheduled installation for Sept * in the AM.

Sept * 2013: Verizon installed the “triple play” package at my residence. As an aside it took almost a month before my second line ###-###-#### was activated.

BACKGROUND

Both my wife and I had a long time scheduled NYS 6 hour Drivers Improvement Class that started at 9:30 AM on September *, 2013. In order to get full and proper credit for the completion of the course it had to be completed before the renewal of our automobile policy.

I have 4 television sets, 3 set top boxes, 1 DVR, 2 computers and 2 telephone lines.

My previous supplier of cable was Cablevision at that time if I wanted cable I had no other choice. For an extended period of time I had sporadic pixilation and audio issues on all of the channels and on all of the TV’s in my home. Cablevision made many attempts to resolve the problem including adding an additional drop. Nothing helped. Then at the beginning of 2013 Verizon announced that it was coming to my area. Ah, relief at last! FIOS would solve my problems with pixilation and audio. When I next called Cablevision to complain a “technical expert” was sent to my home and checked all of the equipment and wiring. The “expert” told me that he discovered that most of the BX wiring leading to my apartment was unshielded and that he was going to replace it with the proper shielded wiring. He did so and for the next 3 months or so I had no problem with pixilation or audio.

THEN CAME FIOS!

After FIOS was installed I noticed occasional pixilation and audio problems on all channels (that I watched) and on all sets. I decided to wait a while to give the “system” a chance to break in and to see if the issues would resolve themselves. A favorite program of mine is “Law and Order, SVU” I discovered that L & O SVU is broadcast by FIOS weekdays from 8:00 PM to 9:00 PM on channel 10/55. I began to watch on a regular basis. I watch on the Living Room TV, the DVR is installed in the Master Bedroom.

FIOS PIXILATION, AUDIO & OTHER

Cast of Characters

[redacted] ###-###-####

[redacted] ###-###-#### pin# [redacted] ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

FIOS Tech Support ###-###-####

Accounting ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

West Street ###-###-####

[redacted] ###-###-####

[redacted] ###-###-####

Attempts to Resolve Issues

Oct ** 2013: I called Tech Support spoke to [redacted], ticket # [redacted] pixilation issues. I then spoke to [redacted] in Accounting. I will be called back.

Oct ** 2013: Call from [redacted], NYC email team, then [redacted] in [redacted] & [redacted] her [redacted] – a credit, if any can only be set up when the problem is resolved. I will be getting an email. I asked when. Was told when the problem is resolved. Seems like circular reasoning to me – a good reason not to resolve?

Nov ** 2013: Ticket #[redacted], via email and conversation with [redacted]. A technician will be here today and also fix it yourself with In Home Agent information.

Nov ** 2013: [redacted] left voice mail re: survey of Nov ** appointment and Nov ** appointment changed to 8:00 AM. I called back – mailbox full. Ticket #[redacted], via email. Technician will be here Nov **.

Nov ** 2013: [redacted] changed router.

Dec * 2013: I left a message for [redacted], new router not working right. I called [redacted] he will try to get someone here today.

Dec * 2013: I called [redacted], he will call back 12/**.

Dec ** 2013: [redacted] did not call. I called, mailbox full. I called trouble shooting, will get back to me.

Dec ** 2013: I called [redacted], out to 12/**, mailbox full.

Jan * 2014: I reached [redacted] “a more proficient technician” will be here on 1/* after 2:00 PM.

Jan * 2014: Voice mail from [redacted] – problem on only 1 channel (?) per [redacted] and [redacted] installed RF Booster. I DVR’d L&O – pixilation at 8:00, 8:08, 8:14, 8:16, 8:20, 8:24 and 8:30, I stopped marking the times.

Jan * 2014: 10:15 AM I called [redacted], mailbox full. I left a message for [redacted]. 12:15, I reached [redacted], will have someone here today, [redacted] showed, removed booster.

Jan * & ** 2014: Still problems. I left messages for [redacted], no return calls.

Jan ** 2014: [redacted] called, will be here 1/**.

Jan ** 2014: [redacted] came, Need new apartment ONT, not building ONT. [redacted] thinks that the ONT needs to be exchanged Motorola for Alcartel (or vica versa).

Jan ** 2014: I called [redacted], he will talk to [redacted] and get back to me.

Jan ** 2014: AM – when I turned on the TV’s. Master bedroom “press menu” – TV OK. Bed rooms 2 and 3 FIOS initializing – then OK. Living room – press menu – NOTHING – could not turn on or off, no light on STB but is warm. I pulled the plug on STB got a blue screen, I plugged in the STB got FIOS – initializing – then OK.

Jan ** 2014: Martin Luther King Birthday.

Jan ** 2014: Snow storm.

Jan ** 2014: I called [redacted], OUT TO 12/**(?). I called [redacted], said has been working on this for 3 weeks (?), he will call main office downtown and call me back by end of day. He told me that I should call the business office to try to arrange for a credit.

I called the Verizon Business Office spoke to [redacted] in Long Island who transferred me to [redacted] in Manhattan who transferred me to [redacted] who said she had to transfer me. I was put on hold then cut off. I called back and reached [redacted] in [redacted] who transferred me to [redacted], a [redacted] in [redacted] who said she was setting up a ticket and transferred me to [redacted] who told me the ticket # is [redacted] told me that she would check on it and that I should call her back in the morning.

Jan ** 2014: 9:05 AM I left a message for [redacted].

9:25 AM [redacted] called back (she is off today) she will reach out and call me back.

10:00 AM [redacted] called me “Did [redacted] call you?”. I told her no. She said she would call me back.

10:15 AM [redacted] called me, he said that he called West Street and had my problem elevated to “tier 2”, a 1 week test would be set up and he would call me back on Jan ** with the results.

11:00 AM [redacted] called me we set up to touch base after the results are in.

Feb * 2014: No call from [redacted] or [redacted].

10:05 AM I called [redacted], mailbox full.

10:10 AM I reached [redacted] she will make some calls and call me back.

11:55 AM [redacted]’s [redacted] called, he will check and call me back. While on with [redacted] called to tell me he would call.

12:45 PM [redacted] & [redacted] called. The ONT will be exchanged and moved today.

2:00 PM [redacted] installed the new ONT and moved it about a foot.

Feb * 2014: 8:50 AM [redacted] called, I told him the new ONT was worse than the old one. He said that he would speak to his [redacted] and call me back.

9:50 AM I called [redacted] to give him an update.

10:10 AM [redacted] called to tell me that [redacted] would be here at 8:00 PM to see pixilation.

5:30 PM [redacted] and [redacted] came to exchange ONT back.

7:40 PM [redacted] & [redacted] came to watch L & O. [redacted] said [redacted] will call in AM.

Feb * 2014: 1:45 PM No call from [redacted], I called, mailbox full.

1:50 PM I left message for [redacted].

2:00 PM [redacted] called, [redacted] off today, He will check and call me back.

2:30 PM When I returned home I had a voice mail from [redacted] left at 2:30.

Feb 8 2014: 9:45 AM I called [redacted], he told me that the Alcatel ONT cannot fix the pixilation and that the Motorola ONT can BUT, not on mine. He said tha [redacted] will call me back on 2/** after 2:00m PM.

Feb 12 2014: No call from [redacted] left message, nothing more that they can do. I called him back. [redacted] told me that the ball was in my court and that I might not have any choice but to leave Verizon. [redacted] told me that he has never had a problem like this that he could not solve. I asked him if he could reach out to other areas to see how they handled like problems. [redacted] said that he would and get back to me.

Feb ** 2014: 12:55 PM I called [redacted] at ###-###-####. An answering system was in place, never having called that number I was under the impression that the only way to make contact was to leave a message. I left a voice mail for [redacted]. TO DATE I HAVE NOT RECEIVED A RESPONSE TO THAT MESSAGE.

Feb ** 2014: [redacted] left me a message that the person he has to speak to is on vacation until February **. He will call me back after then.

Mar * 2014: [redacted] called me. The person he spoke to, [redacted] in tier 2, said he could not think of anything else to try. I told him that I had called West Street on February ** and was never called back. [redacted] called the number and reached an operator. I thanked him and called West Street and reached a live operator.

Mar * 2014: 4:00 PM I called West Street and reached on operator who would not tell me her name, she transferred me to [redacted] who took my information and said that I would be called back in 2 or 3 hours. I asked [redacted] why I did not get a response to my message of February ** she said that she did not know, maybe the person who called me back could find out.

Mar * 2014: 9:30 PM I received a call from [redacted] in the FIOS Trouble Shooting Group in [redacted]. I tried to give [redacted] a full synopsis of my problem, I believe that the most he wanted was a truncated version condensed to the nth degree. After I used up what appeared to me to be my allotted two minutes he said that he would talk to his [redacted] and get back to me. I then asked [redacted] if he could find out why I did not get a response to my previous message he told me that that was not in his area.

Mar * 2014: 3:55 PM [redacted] called and told me that he spoke to his [redacted] and emailed [redacted] late last night and was waiting for a response.

9:15 PM [redacted] called, he just reached [redacted] told him that I was in a unique situation because of the cell towers and that the problems could not be fixed. I asked [redacted] if I could speak to his [redacted], He said that he would have him call me.

9:30 PM [redacted] called me. He will reach out to Tech Support and [redacted] and get back to me.Desired Settlement: Refund of TV portion of bills to date.

Discontinue billing for TV portion of bill until problem is resolved

Business

Response:

Area foreman confirmed we have logged over 40 man hours with

multiple visits to customer’s site to pin point the pixel problem. We have replaced

and relocated the ONT twice and moved numerous coaxial cable to no avail.

Review: I had an issue of my download and upload speed with my internet service and contacted Verizon for resolution. Verizon ran a commercial advertising both the upload and download speed will become same, Verizon tried diagnosing the issue on their end but there was no resolution. They setup an appointment for a technician to be at my resident to see what the problem was, I wasn't told of any charges. I received my bill and $91 was added to my total bill. There was no inside wiring of my resident done since the entire house was already wired when built. I am disputing this $91 charge because I shouldn't be billed for a technician coming to check issues at my resident.Desired Settlement: I will like for $91 be removed from my bill

Business

Response:

Good afternoon, The charge is valid and will not be removed from the account. Per the technician's close out comments " Isolated slow speed issue with coax wiring, gets 50/50 speed at the ONT (Optical Network Terminal). Customer refused wiring, will do it himself, Advised of service charge of $91". The issue with the slow speed has to do with the wiring in the customer's home. Our technician went out and proved that the issue was not with our equipment. Furthermore, customer did not have an inside wire maintenance plan which would have covered the visit regardless of whether or not the issue was with our equipment or the wiring in the home. Customer is responsible for the wiring in his home as it is his and does not belong to Verizon. Again, labor charge will not be removed from the account.

Review: We signed for new service with verizon and scheduled installation for today between [redacted]. No one showed up. We called verizon and they said there was an error and the technician was double booked. They told us we are next and he will be there at [redacted]. At * he still didn't show up and they told us that he will get there around *. He is still not here. There is no one to talk to. We have been sitting all day waiting for them to come.Desired Settlement: We would like the technician to show up as promised and to be compensated .

Business

Response:

Verizon made contact with the consumer to address the complaint. Upon contact, the consumer expressed concern about the time delay with the installation of the service. The consumer reported she was scheduled between [redacted], but the technician did not show until [redacted]. The consumer states the technician's scheduled showed [redacted] window. The representative apologized for the scheduling breakdown and informed the consumer the local manager would make contact to address any further concerns.

Review: Verizon offered me internet, phone and cable. When [redacted] came out saying they could not do service therefore we both contacted Verizon to cancel.

Verizon came to my house to install service after they were told not to days prior. When I get home I had to cancel there service and have my current company come back to reactivate what was disconnected. I have been getting bills form Verizon for services I do not have and never had. I spoke to a supervisor that stated they would balance the account at 0 and to send the modem back. I up the modem back to them and still got a bill now it is coming from collections oweing 131. I spoke to sales rep that told me the charges were services I have that is inocorrect and then I spoke to manage [redacted] that stated he would correct the charges and I did contact them to cancel the services. I spoke to supervisor [redacted] ID [redacted] and the confirmation voucher is [redacted] in $9.99 and [redacted] voucher in $122.71.Desired Settlement: I want this removed from my credit and the balance 0 out for charges that I should not have when I had no services and sent there product back.

Business

Response:

A Verizon customer service representative confirmed a credit totaling $131.70 was issued to the account on 3/**/15. Verizon's records show the item has not been credit reported. [redacted] was advised. We apologize for any inconvenience that [redacted] experienced as a result of this matter.

Review: When I was about to finish with Verizon's service I wanted to settle my bill with them. I called them several times and asked for a final bill. They sent me a final bill and I paid it. Then they sent me another bill for 150.00Desired Settlement: I would like them to stop trying to collect more money out of me and stop putting my name in bad credit.

Business

Response:

Verizon attempted to reach this complainant on multiple occasionsbut there was no response. Verizon has the recording of the complainant’s acceptanceof the terms of service for a contract agreement and it would have been playedback for him if he had responded. A credit has been issued to the final bill inthe amount of $5.63. The early termination fee of $150.00 is sustained inaccordance with the customer’s acceptance of the terms of service. The complainanthas been provided with the name and number for Verizon escalations in the eventof any further question.