Verizon Communications

Overall, the product is good.

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

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

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

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

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

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

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

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

Business

Response:

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

Review: 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 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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: 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,

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!!!!

Review: Lack of service

I've had ongoing issues with Verizon. I placed an order September **, 2014 for new service and was given a due date of October **, 2014. I was adamant that a due date 30 days out was unacceptable due to my mother health. Verizon representatives gave me the run around for a week. Until I demand to speak with a [redacted]. I was finally able to get some answers regarding my install. The order was placed incorrectly by the orginal representative that took my call. The order showed service being ported from another carrier and that was not correct. We had [redacted] and could not port any services. Finally, we had service installed September **, 2014. We have already had a technican out due to lack of services, but it did not stop there. Our internet is not working properly and we have to move the router through out the home for service. Verizon is refusing to help, but is willing to offer another device at $75.00 that should prevent us from moving the router through out the home, but again no guarantee. Verizon is refusing to stand behind the service we were offered and want to pay for lack of service, poor customer service, and never ending fees.Desired Settlement: I am looking for Verizon to provide the necessary equipment to ensure the service I am paying for works properly. I should not have to call Verizon everyday regarding the lack service and pay them for full service.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to

our attention.

On September **, 2014 order [redacted] was initiated to install Billing Telephone Number (BTN) ###-###-####. Research determined that this order was referred to our Engineering department and therefore; the due date was scheduled for October **, 2014. On September **, 2014 an expedite request was submitted for an installation date of September **, 2014.

On October **, 2014 a representative from our Fiber Solutions Center spoke with [redacted] regarding her Fios Data concerns. During this contact, the

representative explained the limitations of her existing router for wireless connectivity. In addition, the representative explained that a Fios Network

Extender was needed in order to extend the wireless connection. The representative advised [redacted] that there was an additional cost associated

with the Fios Network Extender.

On October **, 2014 I spoke with [redacted] and advised that once proof of purchase was submitted for the Fios Network Extender that I would issue credit to her Fios account. On October **, 2014 credit in the amount of $86.04 was issued for the Fios Network Extender. Credits totaling $53.32 were issued on October *, 2014. The itemized credit was $23.33 for the Fios Internet Activation fee and $29.99 for the Existing Outlet Activation fee that posted to the September **, 2014 billing statement. Please allow 1-2 bill cycles for credits to post to the account.

The Bill Cycle is the [redacted] of the month. Once the October bill is accessible our office will review and ensure the billing is correct.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at [redacted] EXT [redacted].

Sincerely,

Executive

Customer Relations

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.

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.

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.

Review: I cancelled my service in May of 2015.

I have been charged $501.81 on July * 2015.

I have been through the ringer with this company. On hold for hours. Transferred and hung up on.

Trying to Cancel my service is something I will be talking about for years. A nightmare.

Just when I thought I was done with them and never have to deal with them again... I get this 500 dollar charge! The SCR Stephanie couldn't tell me what the charge was for and said it takes 2 months for the computer to recognize and catch up to itself.

I have conformation numbers for my "disconnect" and receipts for the return of my equipment.Desired Settlement: To have it reimbursed to my Credit Card. I do not want to "go to my local library" and fax any of my bank statements to prove that "it's me". I have spent MORE then enough time and honestly cried tears of frustration dealing with Verizon trying to fix their mistakes.

Business

Response:

Credit was issued and refunded to credit card on 7/**/2015,

Review: I was a brand new customer of Verizon (October **, 2014- November *, 2014) and it's been a terrible experience. Will try to keep this as short as possible. I had just moved into a new apartment and there was a Verizon box already set up in the master bedroom closet. The leasing agent referred my husband and I to Verizon since the property is a Verizon preferred property and gave us the representative's phone number. I asked the Verizon salesperson if we would be able to record shows from both rooms and play back shows in both rooms as well (even those that were recorded in the opposite room). I even rephrased the question and was more specific when naming each room. He confirmed each time that I will be able to do so and the tech stated the same thing while installing the equipment. He was at our home for about 4 hours and had to leave during the middle of the job because he left some tools at the last customer's home. There was a beeping noise every so often coming from the box in the closet. When I asked him about it, he reassured my husband and I that it would stop and that's normal. He didn't take the time to really explain the products (we purchased phone, internet, and cable bundle) so we had to ask him questions as he was walking towards the door.

The next day, we called Verizon due to the annoying beeping all night from the box in the closet and the fact that we were told we would be getting one service by the sales person and tech, but we weren't able to access those features. Spent two and a half hours on the phone and spoke to 10 different people, including managers. Major headache! Transferred from person to person, some warm and some cold (without any type of warning, which is not good customer service skills, especially when I was told that they would be explaining the situation and there wasn't much of a wait time). The line disconnected while speaking to a representative, but they did not call me back; even though they had confirmed my home and cell phone numbers early in the conversation. One technical support representative was so rude, kept cutting me off while I was talking, and would not let me speak to a manager after I requested a supervisor more than 5 times, that my husband took the phone. He told him that his behavior was not acceptable customer service skills. Instead of the guy realizing that he should listen to the customer and get a supervisor, he responded by stating that he is not in the customer service field. When we finally spoke to a technical support supervisor, he agreed that the technical support department is still customer service.

In regards to the specific product that I was requesting, I was told that we're currently paying for it by a few representatives, but that this option is not available by other representatives. Clearing, a discrepancy in information. In regards to the beeping noise, I was advised that the tech should not have left the job with the box beeping since that is a sign of a low battery. The battery should have been replaced at that time. The representative advised me to unplug it since it's just for the phone and asked if I even used it. I told her that I do use my phone. I pay for this service, use it, and expect for it to operate correctly. The representative then stated that she can mail me a replacement battery and that it would be about $40. At this point, I had had the service for less than 24 hours. I reminded the rep of this fact and that the tech should not have lied, stating that there wasn't anything wrong with the box. She agreed and stated that she will have a new battery mailed to me and for me to mail the old battery back. Over the next few days, the beeping got worst. It was beeping every 15 minutes, literally, I timed it. The end results of this series of phone calls was that they were supposed to mail me a replacement battery (which, to this day, we've never received) and they were supposed to call me back in regards to the difference of services (which, again, to this day, we have not received a phone call regarding this issue).

Over the course of the 22 days that we had Verizon services, I called them several times a week to discuss the continuos issues we had with the products and services. I was told that there is an option to record shows from both rooms. The boxes will talk to one another and that's what I'm paying for, but I was not able to do so. They stated that we had received a "bad" cable box and mailed us a replacement cable box. At which we had to mail them the defective box back.

When I called to cancel services on November *, 2014, the rep advised me that we would be receiving a pro-rated bill and to wait to pay that bill so that they didn't have to refund us any money. I paid the pro-rated bill for the 22 days of services and feel as though I should not have to pay the early termination fee. During my multiple phone calls to Verizon, a few reps agreed that the fee should be waived since our Verizon experience was tainted from day one. The sales person lead me to believe I would be receiving a specific type of service that I did not receive. Therefore, I was lured in under false pretenses. The tech who installed the equipment completed a botched job and was not truthful when answering our direct questions. The representatives are not very helpful at assisting customers with this type of situation and honestly, do not seem to care. They just care about getting the sale, keeping their call time low and their downtime low by making short or no notes at all. They say they will call you back or have someone call you back, but that call never comes. Literally, I have not received a phone call from them. Each time I called in, I spent one to two hours, if not longer, on the phone, not getting anywhere.

Numerous times, I was told that someone was going to call me back after they researched the situation, but no one kept their word. There was one person who did call me a week after I left a message for a manager to call me. She was not a manager and nothing came from this phone call. This representative just wanted to know if I had received the packing label to return their equipment, which I received days later.

I was billed for the early termination fee. I had read online that I had 30 days to cancel without having to pay the fee and cancelled services after 22 days of being a new customer. I explained this to the representative and he stated that this was not true. He read some information to me, but when I asked if he can show me where to find that info, he could not tell me. This rep stated that he will look for a specific recording that should've taken place of me agreeing to the terms and call me back on a specified date, which was December *, 2014. He also stated that if he does not call me, that means I am not responsible for the bill. He, nor has anyone else, called me back and I continue to receive notices.

I truly feel as though this fee should be written off. I was a brand new customer and wasn't happy from day one. To spend two and a half hours on the phone less than 24 hours after the install (speaking to help desk, sales, customer service, IT/ Tech department, etc) is ridiculous. Again, still have not received the extra battery. No one believes in following up with a customer, not even the managers. I asked for a specific service and did not receive that service, even though I was, supposedly, paying for it, per sales reps and customer service reps. I understand that no one person nor company is perfect, which is why how one recovers is most important. Verizon has not made any attempts to recover. I'm ready for this bill to be written off as a company loss (due to a sale generated under false pretenses, a botched install, poor customer service, and lack of communication) so that I can finally close this chapter.Desired Settlement: Write off the early termination fee and stop sending the invalid bill. I kept putting off canceling their services trying to give them a chance to make it right, but they never delivered. Why continue to pay for a service when you're not receiving what was promised? I paid the bills for the services in full, but not the termination fee.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] placedorder [redacted] on October *, 2014 for a triple play with Fiber Digital Voice+Preferred HD and 50/50 Data with a 2year contract term. [redacted] service was installed on October**, 2014. Verizon repair shows 2 repair tickets sinceinstallation. 10/**/2014 ticket number [redacted] on October **,2014 reporting should have 2 DVR’s but only received one. 10/**/2014 ticket number [redacted] reporting DVRis not showing recordings. Ticket closed with a new DVR being sent. Records further indicate [redacted] called in onNovember *, 2014 and requested that the service be disconnected and order[redacted] was don’t to disconnect the account. The account shows on theNovember **, 2014 bill that the customer was billed an early termination fee of$230 for not keeping the service the 24 month term. Verizon regrets the experience when contactingcustomer service to get assistance with concerns. As a courtesy credit has beenissued for the remaining activation charges of $48.45. A previous Verizonrepresentative issued credit for the first $23.33 for a total credit of $71.78for the activation charge. As a courtesy credit has been issued for the earlytermination fee for a total of $252.53. The account now has a zero balance. A Verizon representative spoke with [redacted]on March *, 2015 to explain the above information and she expressedsatisfaction with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted] ###-###-#### EXT [redacted]

Review: Keep getting bills stating the last bill was not paid. Called up and spoke with [redacted], who was incredibly rude---spoke over me, would not let me speak, and told me he was not going to write on my account that I was disputing the latest bill. On 12/**I sent check for 103.17. on 1/**sent check for 102.40. Company claiming they applied that to one bill----which given the dates doesn't make sense and also doesn't make sense because my bills are never that high. This is not the first time that I have had billing issues with Verizon. I am not going to pay this current bill until the last six months of bills are shown to me, proving that I am behind in a payment.Desired Settlement: I believe that they are billing me in error and the late payment needs to be removed.

Business

Response:

Customer disputing Feb bill received for a total of $211.72 feeling payments made not

applied.

Our investigation found:

Nov bill for $103.17 (paid $103.17 on 1/**/14).

Dec bill for $108.17 - $5.77 credit = $102.40 (paid $102.40 on

Jan $103.40 no payment received

Feb $108.32 no payment received

The $211.72 was the

total amount of the January 2014 and the February 2014 bills.

Duplicate copies of the bills were emailed to the customer

and then subsequently mailed on 3/**/14 when customer informed the email was

not received.

A payment of $211.72 posted to the account on 3/**/14.

We thank customer for the payment. We mailed a letter to customer on 3/**/14

providing customer with billing specialist’s name and direct number to call if

there are any questions or concerns upon receipt of duplicate copies of the

bills.

Review: Verizon has allowed a phone scammer to change, modify, cancel and redirect my fathers phone listing to try to obtain over $8500 from my elderly father. We have tried to have Verizon correct this problem and obtain a secure phone number for over ten days now. The latest was today when this person from the UK HAS TOLD verizon he is the owner of this home and to NOT change his number. Our problem at this time is that the fraud department at Verizon is nonexistant, rude and unwilling to help. They have hung up, disconnected and put on hold for hours. We believe this scammer has inside help at Verizon because of how easily he operates within Verizon.Desired Settlement: We want Verizon to explain how this has happened.

Business

Response:

Hi, Case is closed with following resolution.. Please close case on your end and attach closing. I was able to issue a disconnect on ###-###-#### ([redacted]) and clear the error on ###-###-####([redacted]). I spoke with [redacted] and told her to test her dad's dial tone. I confirmed the billing will be in her name but sent to the service address as she requested. There is no long distance carrier and the number is Non-Published. I also recommended that she may want to add Privacy Block so that any outbound calls do not reveal the telephone number. She agreed and I advised her that would go into effect tomorrow 2/**/16. We also added a mandatory 4 digit pin to the new account. I will follow up her bills to adjust and number changes. I advised her to call me if she has any questions when she gets her bills since there will likely be a few of them because of the multiple customer codes. Jennifer W[redacted] Senior Analyst Verizon Executive Relations Team ###-###-#### [redacted]

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.