Verizon Communications

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

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

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

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

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

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

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

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

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

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

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

I have yet to receive the additional piece as well.

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

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

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

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

Business

Response:

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

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

Product_Or_Service: Verizon Fios

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

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

Business

Response:

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

Consumer

Response:

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

Sincerely,

Review: 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.

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

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

March **, 2015

Verizon

To Whom It May Concern:

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

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

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

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

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

Business

Response:

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

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.

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: 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: 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: I was promised a $100 Gift Card by a local manager towards my account and it was never given/ credited to my account. I attempted to be proactive and to have this escalated and was promised a supervisor response but this was never done. This ironically hit my credit report a week later.

I disputed this balance and was rejected by Verizon Fios without any request for the documentation since I actually have the communication with the manager saved with the promise of the $100.

I called Verizon today and spoke to Billing who refused to assist and Lucy in Promotions who was very nasty about her refusal to help or to get a supervisor on the line. I was promised a credit, have it documented by a local in field manager that I was forced to deal with because of the location I lived in (who Verizon Customer Service never attempted to contact and explained that they have NO communication with).Desired Settlement: I would like my bill to be corrected to the correct amount so that it can be Paid and Full. I would also like for this to be removed from Credit Report since this was a billing issue from Verizon and its local Management that was of no fault of my own

Business

Response:

Upon receipt of the complaint we spoke with [redacted] and she sent us a copy of the email sent to her advising of the credit. We confirmed a credit has been issued for the $100 towards the final bill. [redacted] now has a balance due to Verizon for $110.83.

Review: Verizon FIOS will not allow me to make reasonable payment arrangements to pay my bill in full. I made a payment online today 3/**/16 and cannot make another payment until the end of the month. However, the online system will not let me make an arrangement for the end of the month, rather only 2 days later which is ridiculous. Furthermore, in trying to get through to customer service, I was hung up on twice, and was not able to talk to anyone! This has got to be the worst customer service on the planet. How can Verizon Fios threaten to suspend service without giving customers reasonable payment arrangements and the chance to speak to a live representative. I have had nothing but problems with Verizon Fios from my initial contract to the renewal where the promotion turned out to cost me MORE not less as advertised and billing issues. I have been a wireless customer for 10+ years and recent fios customer for the past 3. I have had enough.Desired Settlement: I want to be able to make reasonable payment arrangements and I want Verizon to review my billing and offer a package that will not screw me in the wallet to pay more. More than that Verizon FIOS must improve their customer relations. Otherwise I will no doubt terminate my fios and wireless contracts and look elsewhere.

Business

Response:

Please see the attached correspondence sent by Verizon regarding [redacted] concerns. The first letter sent November **, 2015 addressed [redacted] billing concerns associated with former Revdex.com Complaint under ID [redacted]. Neither a Financial Services consultant nor I was successful in reaching [redacted] in regard to his current complaint under ID [redacted]. I have attached a please call letter mailed to [redacted] that also highlights information pertinent to his concern for payment arrangements.

Review: Will not fix problem with phone line!Desired Settlement: Fix the problem.

Business

Response:

Please be advised that the issues afflicting thecustomer’s telephone service have not been resolved at this time. Verizon’s Network Operations Center has beenworking on this issue for several weeks and continues to exhaust its measureswith the goal of correcting the problem. I have spoken to [redacted] andadvised her of this information. I haveapologized to her for this extended period of compromised service and thankedher for her patience during this time. I have issued pro-rated out-of service credits for telephone service of$42.49 equal to 39 days of service. [redacted] is aware that I was required to respond to the Revdex.comcomplaint and knows the essence of this response. Please also be apprised and as I informed [redacted], that I am opening a follow-up to this complaint so as to monitor it toresolution and to issue any further credits. Tell us why here...

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 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: 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: 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 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: I got charged a return check fee that I was previously told by a representative that it would not show up on my bill and there would be no late charges. I went to pay this months bill and there is a return check fee from over a moth ago on there now. I was lied to by the representative and then the supervisor that handled this situation was very rude. Told me it was a valid charge and would stand, which I am unsure as to why it even got returned in the first place. My bills are always paid and this happened once before, over six months ago, so I believe it is a problem within their payment system.Desired Settlement: I would like the $30.00 returned check fee waived and removed from my bill immediately. I have already paid my regular portion of the bill.

Business

Response:

Verizon [redacted]'s attempts to speak with the customer to address the complaint have been unsuccessful. Verizon [redacted] will send a Please Contact Letter to the consumer with hopes of contact to address the complaint. Verizon [redacted] will gladly assist the consumer with any outstanding issues upon contact.

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]

They did not try to contact or speak with me and resolve the issue at all. I have not heard from them at all. I will try to contact them again to resolve the issue at hand.

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]

Some of the things on there are NOT correct, but I did contact Verizon today, June **, 2015 and spoke with a representative and she said the $30.00 would be credited to the next billing cycle coming out on July **, 2015. The total of the bill is $101.25 and I am to subtract the $30.00 and pay my current bill which is $71.25. The issue seams resolved at this point and I made it very clear for the representative to make notation of our conversation and what I was to pay and that I will be paying that and I expect the $30.00 back on the next billing cycle.

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

Sincerely,

Business

Response:

Please be advised, Verizon ‘s finance department has reviewed the consumers account, and found no records to support the consumers claims of being advised to pay $30 less on the following months billing statement. Upon receipt of the rebuttal complaint, Verizon made attempts to speak with the consumer regarding this matter on 6/**,6/** and 6/**/15. Voicemail messages have been left upon each contact providing direct contact information requesting the consumer to contact our office. To date no response has been received from the consumer.Verizon will gladly discuss this matter further with the consumer upon contact.

Review: I was giving a 900 dollar credit by an representative of Verizon because I upgraded my services and I was told to return the two boxes that was replaced with new ones which is what I did.then on my next bill I was charged 900 for not returning the boxes in time .I called and the rep said it was a mistake and he credited my account the 900,but two months later on may * they charged me 900 dollars on top of what I owed for the billing cycle but subtracted 362 dollars from the bill and left me with an 878 dollar balance,because they said that I was giving an credit in error which was their own error and not mine.I don't feel I should have to pay for their error when I had nothing to do with it in the first place I never asked for it it was given to me.up until that point my bill was up to date.and when I went to pay my bill the next month online it said zero balance was owed on the account.I then proceeded to pay 100 dollars then a week or so later paid the remaining balance.my thing is if the credit wasn't valid why didn't Verizon attempt to contact me or even turn off my cable and internet service because their claim is I did not pay my bill since February?they said they have it to me in error but I know it don't take 3 months to catch an error like that and then turn around and charge me for the error.and for them to charge existing customers for boxes not returned in the amount of time they give you is not right in my opinion.because I am still an customer of verizon wireless and cable internet and phone service.Desired Settlement: I just want the charge for the credit taken off of my bill so I can continue and pay my bill for the month.cause 878 is too much to be paying for one cable and internet bill.

Business

Response:

Please be advised, Verizon has spoken with the consumer concerning his account. It was explained that Verizon inadvertently issued double credit for the returned equipment. The total charge for the unreturned equipment was $1000.47. Verizon issued credit in the amount of $1900.47 in error. On 5/*/15 Verizon corrected the account by debiting back the extra $900 that was given in error. Apologies have been given for this error. Verizon has set up payment arrangements on the account with the consumer making payment of $300.00 by 6/**/15, $150.00 by 7/*/15 and $426.37 by 8/*/15. We again apologize for any inconvenience caused surrounding this billing error.