Verizon Communications

Review: Verizon act # [redacted]. I canceled my tv , phone , Internet service on Feb **, 2015 returned all equipment paid final bill. Verizon sending me a bill for equipment that they said was not returned. I have made numerous calls to try to resolve this matter as all equipment was returned. The last call was Thursday the May [redacted] , I was told by the rep that they could see all the equipment was returned and issued me a ticket # [redacted] and he would make sure the equipment charge would be removed. The rep said he would call me back in 24 hours to verify the changes were removed. I never received a call. I called again tonight and was to,d that they can't help me at this point because the dept that handles the equipment verification is closed for the weekend. It has now been 4 months and I am tired of having to field these issues. I know if I give up they will refer me to collection for an error and incompetence on there part. Please help me reslove this issue.Thank you [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Remove charges for equipment that was returned

Business

Response:

Issue resolved prior to receipt of complaint. The returnedequipment was located and account adjusted for $108.61 We appreciate customerbrining this to our attention

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.

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: 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: 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: The Verizon installation tech disconnected a service in error and Verizon is charging me a fee to fix the problem they caused. I have called numerous times and keep getting the run around about this erroneous fee. This is the worst experience I have ever had and the worst part is I am under contract for another 20 months.Desired Settlement: I would love to cancel this contract due to me fear of further fake fees and charges only to steal money from consumers.

Business

Response:

A Verizon representative spoke with [redacted] on October *, 2015 in regards to this inquiry. We confirmed there has been a partial credit applied for $46.39 and we have applied the additional credit of $44.61 for the disputed $91.00 charge. We have also applied a credit for the $7.00 late fee. [redacted] has accepted these actions as closure to this inquiry.

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: Verizon changed my bundled contract without my authorization/permission effective with my March *, 2016 bill. The unauthorized change increased my bill amount. Furthermore, it wiped out credits on the account that were guaranteed/promised to me until November, 2017. I have all my bills and credit offers from November, 2015 when I signed the contract with Verizon.Desired Settlement: I want Verizon to honor the original bundled contract and guaranteed/promised credits offered to me in November, 2015 through November, 2017.

Business

Response:

I spoke to [redacted] and issued a $90 recurring credit to offset the rate he was promised until Nov2017. I also issued a 1 time credit of $88.94 to bring the current balance to $13.30. The customeris satisfied. Case closed.Tell us why here...

Review: SPEED OF INTERNET IS A FRACTION OF WHTAT IM PAYING FOR . JUST DID VERIZON SPEED TEST AND IT BARELY REGISTERED **/10.Desired Settlement: IT BETTER BE SOMETHING . I HAVE BEEN DEALING WITH THIS ISSUE FOR SOME TIME. MY CONTRACT IS ALMOST UP AND I WILL BE CHANGING PROVIDERS IF THIS ISSUE IS NOT RESOLVED.

Business

Response:

I called the customer and tested the line. He is getting proper speeds for his 75/75 - just to be proactive we power cycled the BHR and ONT. I advised the customer to monitor it and call tech support if he has any further issues. Case closed.

This company has a nationwide commercial stating that with their cable plan you don't have to pay for channels you don't want. It states that you only have to pay for the channels you want.

I called and requested two specific channels. I was told I have to purchase a package of channels to get them. I asked about what the commercial promised and was told getting individual channels is impossible.

This is blatant false advertising.

I have spoken to many of Verizon's reps over problems to do with an account in my name but f/b/o my brother(handicapped). Everytime I call it is to get something blocked (collect calls from [redacted] etc). I have also insisted that nothing be added to this account except by owner of account (me) and have been assured that would be the case. July **, 2015 for the 3rd time they added the whole triple play coming to $208 a month.

If I call, I have to jump thru hoops (with passwords/pin #) to do anything on MY account, but they allow another party (who is not on account & is blocked from doing anything) to call & order these services. They followed up with a call that since I cancelled everything, I could be liable for thousands of $$$$$. This sounds like FRAUD! Who do you call to complain or for some explanation? This phone was just to call medical in case of emergency for my disabled brother.

I have a vacation condo in remote mountain area. Up until a few weeks ago, no carrier had cell phone service to the area. Landline phone, for emergency purposes only, was running $40.00 per month. I heard Verizon now had service to the area and bought a pre-paid "burner" phone from Verizon at [redacted]. I activated it with a 3 month, 120 minute card, which was to last until 09/**/15. My last use, in early July, I still had over 100 minutes left. I went to use the phone today, 08/**/15, for local call and phone would not work and said I needed to make a payment. I called Verizon, who reports my phone was de-activated because I didn't use it in several weeks. They report to keep it activated, it must be used daily. No where on the phone packaging or instructions does it say that. When I explained my pre-paid time and minutes have not expired, I was told that since I don't use the phone daily, I have to be on a daily or monthly plan: They want $1.99 per day,or $35.00 per month, in addition to the cost of the pre-paid card. They said to read the fine print on my pre-paid card, and that I Would find Verizon has no "burner" pre-paid service. I find nothing that says anything like that on the card. I pre-paid $35.00, and the cost of the phone, for what I thought would be 3 months of service and 120 minutes, and got 3 local phone calls, each only 1-2minutes long, for my money. I Refused to let them put me on a plan and have thrown the phone out. What a rip-off! I had also had the land-line service shut off and will now have to re-activate it. I want pay as you go, card activated, "burner" phone, not monthly service, from a cell phone.

Having a small business account with Verizon has been the WORST experience I have ever had with a company. You can never get through to a person and when you do you get transferred around so many times that you have to start the process all over again. I recently cancelled my Verizon accounts to switch to another company and had nothing but trouble. I was billed for 5 months after my service was supposed to be cancelled. I called to get the matter straightened out and was transferred to FOUR different people. Every person told me a different thing. I was told that the problem would be fixed and that my account would be credited the 5 months billed and then the next person told me that there was no documentation and so I would be responsible for paying for the 5 months that I did not use. When I originally called to cancel my account I was told the incorrect way to do it and it resulted in Verizon sending a creditor after the balance. I was on the phone for well over 1 hour and resolved absolutely nothing! The "customer service" representatives did not seemed concerned at all that my account was in such a mess. You can never resolve a problem in under 30 minutes and it seems that no one knows what is really going on. PLEASE SAVE YOURSELF A LOT OF HEADACHE AND STRESS AND DO NOT USE VERIZON!!!!

We have an email confirmation of August **, 2015 for agreed upon terms with a new account for 79.00 month. When the billing was for substantially more than that we contacted Verizon 4 times to correct this situation to absolutely no avail. Everyone "agrees " to correct the situation and then gives a 1x credit. The contract was for 79.00 per month (again plz see the email of 8/**). There was no meeting of the minds.

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

Review: Verizon is trying to charge me for services I did not have at the time. They claim I was using there service, which in fact, I was not. I was with a different provider when they say I was using there service. I was only with Verizon for a little over a month. Being completely unsatisfied with there service, I cancelled. They now claim I didn't cancel and are charging me service/equipment charges. I have receipts tofrom [redacted] to show when the equipment was returned. I have been trying to settle this with them for over a year now. I have gotten the run around from every person I have spoke with. They have also refused to send me any information explaining the charges.Desired Settlement: I would like these charges dropped and removed from my credit report immediately.

Business

Response:

On January**, 2015, Verizon Billing Appeals representative spoke with [redacted], reviewed the billing and confirmed that the customer was billed $784.05 for Unreturned Equipment Charges for equipment that she returned. The representative issued $784.05 credit for the returned equipment leaving a balance due of $105.51 for services from January**, 2014 - February*, 2014. The customer was sent copies of the bills for her records as well as an email confirming the resolution and providing contact information. [redacted] advised that she contacted Verizon several times and provided confirmation of the return of the equipment and it was never handled properly and requested that the credit action be deleted. On January**, 2015, Verizon Financial Services Appeals Representative called and spoke with [redacted] and verified the records indicate the customer had issues and within first month of the account. [redacted] was upset with the service and issues , and ported the service within couple of weeks of establishing the Verizon account. The representative submitted a request for the $105.51 balance due on the account to be adjusted. The account has been removed from credit reporting but this can take up to 30 days for credit reporting agencies to reflect updated information. A deletion letter was sent to the customer.[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: Hello,

I am not happy with Verizon right now. I signed up last year 4/**/14 with Verizon for a Triple Play Bundle. I was initially misquoted a price for a two year price guarantee package, and Verizon honored the price quoted. Since then, I have had multiple months where the price has not been correct and I have had to call and after hours each time, get it corrected.

Yesterday I received an email that one of my discounts for my triple play was set to expire at the beginning of next month. I called Verizon to fix this error, and the initial representative was uncooperative, rude, and insisted I call her "Miss". I was escalated to her supervisor, who also insisted I call her "Miss" (and would not tell me her first name when I asked). The supervisor told me that it was my fault for not looking on my bill in the fine print under the discounts section to see that there was an error, and that she would not fix it. The supervisor also told me that "This was a price guarantee, it wasn't like a contract, or anything."

This mistake will increase my bill by $20/mo. I find this ridiculous, and feel that I have been scammed by a bait & switch advertisement. I have it in writing from [redacted], 4/**/14, that my Triple Play Bundle has a 2 year price guarantee, see following:

"Hi [redacted],

As we discussed, you have signed up for a triple play with Verizon FiOS.

See details below:

Fios TV Prime HD

Internet 50/25

FDV (phone)

Base price will be $54.99 per month + $11.99 HD STB + $4.99 Router + taxes and surcharges of appx $14.25 totaling $86.22 per month. (taxes and surcharges are approximate)

Fully loaded movie package included Free mths 1-3. 1/2 price mths 4-12 ($24.50). Full price thereafter ($49.00).

2 Year price guarantee (no contract required)

Your first bill will more than likely not show the correct rate due to our internal ordering system issues, however will be adjusted accordingly after the bill is generated.

Enjoy your services!

[redacted] CSSC

Verizon FiOS"

I forwarded this email to the initial representative, and despite having this in writing Verizon refuses to honor the agreement.

After speaking with the first supervisor, I called back and spoke with another supervisor. This new one offered me an $8 discount monthly against the $20 discount that is being taken away. I find this unacceptable. If they are admitting fault and offering $8, I should be entitled to receive the full deal that I am currently receiving.

I am a graduate student in the middle of my [redacted] and did not appreciate having to devote three hours, plus additional hours of stress, to trying to fix this yesterdayDesired Settlement: I expect a personal phone call back notifying me that my two year guarantee will be honored, and an email so I may have written confirmation.

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: In April 2015, our contract with Verizon telephone service was expiring, so I contacted them to renew it. We were told that there were restrictions on our account that prevent the renewal. The restrictions turned out to be an outstanding charge for internet services from 2010, which we have no knowledge of. We have talked to several Verizon customer service representatives to get more information on that charge but they provided only copy of old invoices from 2010 which does not say anything much about why we were charged for. We investigated our side about this and went through all the documents (invoices and contacts with Verizon in the past) to see if there is any records, but found no records, documents, invoices, or contracts for this particular charge of the service. In fact, we never had internet services from Verizon. We called the customer service and asked for a copy of the contract with our signature for this particular service that they claimed that they provided, but they don't have the copy of the contract anymore (they said it was too old.) So there is no evidence that the charge really belongs to us. After 2 months, the issue has not resolved and we feel that this is Verizon's responsibility to show the evidence that the charge is really our responsibility. Also, we were told that it was too late to dispute because the charge is from 5 years ago, but we did not know about this until April 2015. We have been held for renewing the contract and have been paying higher rates for telephone service than before and we feel that they have been treating us fairly.Desired Settlement: Clear the charge so that we can renew the contract otherwise we feel that we have been treated wrongfully and have to consider to cancel the existing account with Verizon to prevent more mistreats by them.

Business

Response:

Verizon continues to address this complaint. We apologizefor the delay caused by extensive research and the need to communicate with thecomplainant. An internal case remains open with Verizon until such time as thematter is fully addressed and resolved.

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: They have contacted me directly by phone and to my knowledge, they are still investigating the case. I was told that someone will contact me again on this matter and I am still waiting for their response. Therefore, this case is STILL open and has not been resolved yet.

Sincerely,[redacted]

Business

Response:

Verizon contacted the customer and advised the charge of$518.01 has been removed from the account. There is no restriction on the account.

Consumer

Response:

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

Review: June **, 2015Verizon, Attn: [redacted], Supervisor, Executive RelationsMail code: [redacted] Ph. ###-###-####, ext. [redacted]Re: Verizons Insufficient Investigation & Resolution Process Verizon services account holders are dissatisfied with the recent Billing Investigation and Resolution Process. There is now a serious lack in credibility regarding Verizons customer data usage system, and Resolution Services. We were billed $99 for viewing a boxing match, for which no one at our residence ordered! Apparently, something out of the ordinary has happened; glitches in the computer systems; computers being hacked; or there was padding at some level. Records of any sort can have errors. Verizons billing and the decision-making to resolve the issue used Erroneous Information of Customer Data Usage. Nine years of records reflect that we do not use our Verizon services to view such special events for fee.Attempts to assure [redacted], Executive Relations, Ph. ###-###-#### that we did not order or watch the alleged boxing match were to no avail. There was no opportunity for anyone to utilize our Verizon services due to fact that we are at home at the site of Verizon services basically 24/7. For this to be viewed at our residence, someone would have had to break into our home and view it within a 1-2 hour timeframe. This is beyond reason, since no other person has a key to our house, or has there been a break-in.We await Verizons response regarding the $99 charge-in-error, and request that our account be credited $99. If this out of your hands, we request that you provide us with an upper management contact name, address, and phone number so that we can try to resolve this matter before moving to another provider of services. Errors in customer data collection and charges are very serious; frustrating to the customer; and must be corrected to protect and benefit your customers.Thank you.

Product_Or_Service: Verizon FiosDesired Settlement: DesiredSettlementID: Billing Adjustment

We await Verizons response regarding the $99 charge-in-error, and request that our account be credited $99.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. We have made unsuccessful attempts to reach [redacted]. After reviewing the account our investigation is showing at 6pm on May *, 2015 the Mayweather vs. Pacquio HD fight was ordered from customer’s HD receiver with serial number ending in [redacted]. On July *, 2015 we are showing where customer called into our customer service and received a courtesy credit in the amount of $99.99 plus taxes, totaling $115.02. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, [redacted] Verizon SW Executive Relations

Review: Account Number: [redacted]-###-###-####-**. I signed up under a promotion to get free installation. I couldn't get any gift card, so I was also suppose to get free premium channel lineups, yet was charged for HBO as well. I have a 2 year contract with the triple bundle package, and am suppose to get promotions displayed on Verizons website and discussed at time of Purchase. My bill was not suppose to exceed $152 a month, that is why I only paid that amount and all that I will pay each month, as agreed upon at contract sign up.Desired Settlement: I want the installation fee taken off my first months bill as agreed by promotion, I want free premium channels for a year as advertised as promotion on website and on call for signing up for the triple package, as I only wanted double, this was why I agreed to triple package. My bill will not exceed $152 a month, if this cannot be met, I will terminate the contract and go back to [redacted] immediately, and leave this negative review on Revdex.com.

Business

Response:

Verizon Appeals representative spoke with [redacted] who was questioning his monthly bill. The representative confirmed*the bill reflects the $79.00 FiOS TV, Internet & Phone Bundle, FDV, Preferred HD & 50/50, 2 TV Equipment Package $19.98, Quantum TV Enhanced $20.00, $5.00 Quantum discount, $9.99 Gateway Router and HBO 50% $9.99 =$133.97 plus taxes approximately $152.87. The representative explained pro-rated charges on the first billing statement. There representative advised there was no free movie package on original order. The representative agreed to credit the activation fee and cancelled the 3rd installment. [redacted] was satisfied. Credit of $46.66 was issued on July **, 2015.Joyce D[redacted]Verizon Executive Relations Sr. Analyst?

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: My services was interrupted for several weeks when I called I was a assured that Verizon would prorate my bill and I my bill and would not be charged for any days that I did not have service.I then wanted to cancel my service until the work on the lines was completed. I was assured that I would not have to do this that Verizon would and was aware of any days that my service interputed and would prorate my bill. When bill came it was for the full amount,when I called the credit that was issued was only for the days that I called about the lack of servies. I didn't think I could not trust them to not try and overcharge their customers. My service was interfered with for 3 weeks.Desired Settlement: I do not want to pay for service I didn't have from december**-january**

Business

Response:

Customer called and is satisfied w/the 10 day out of service credit for their interruption. total credit is $16.58. Case closed.