Verizon Communications

Review: For entirely TOO LONG, I have attempted to have a problem with the FIOS TV rectified. Sporatically, the picture will pixelate & audio will be lost......seems to happen mostly in the evenings on no specific channel, program, etc. However, after having the system rebooted, STBs replaced & technicians come out, the issue persists. The technicians tested everything when they came out....no signal problems, etc. Therfore, the cause has to be within Verizon's FIOS network.......noone wants to take responsibility.If I refuse to pay the monthly bill, they'll send me to a collection agency even though I'm not getting the SERVICE that I'm paying for!!!!Desired Settlement: Company needs to do a COMPLETE investigation & DISCONTINUE trying to put a band-aid on the problem. A review of my record will show how many calls have been made since early 2014 to [redacted]-verizon regarding this.....beyond FRUSTRATED @ this point!!!!!!!!!!!!

Business

Response:

A Verizon technician repaired the service on 1/**/15. The technician replaced the Optical Network Terminal (ONT) and confirmed working service with [redacted].

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:

The service displayed a loss of audio on the evenings of 1/** & 1/**/15. An after hours voicemail was left for the technician and for the executive office representative @ ###-###-####.

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

Sincerely,

Business

Response:

On 2/**/15, a Verizon Local Manager discussed the trouble with [redacted] and scheduled a visit for[redacted], February**, 2015. The Local Manager is working with [redacted] regarding this matter. We apologize for the inconvenience [redacted] has experienced as a result of this matter.

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: Verizon has failed to correct billing errors, and is trying to charge me more money than agreed to.Desired Settlement: The amount that I am currently being over-billed is $73.03. I will also need my bundle package for future bills to be adjusted to the agreed upon price of $105.99, not $122.99 it is currently listed as.

Business

Response:

[redacted] Executive Relations Team contact with Verizon's Ecommerce Center regarding Revdex.com case [redacted] our records indicate that the customer's pricing issue was resolved by our eCenter IHD this today. Account notes indicate "ecss research tkt [redacted] for chat [redacted]-customer states their bndle should be $105.99 not $122.99, original email confirmamtion for order number [redacted] dated 1/**/2015 does reflect the bundle price of $105.99 not $122.99 which customer is being billed at, issue credit for $17.00 to match price on email confirmation & issued order number [redacted] 4 to add $20.00 credit for 2 years, email sent to customer confirming changes made and credit issued-closing tkt". I left a VM with my contact number for the customer to call me if they have additional concerns about this issue. Thanks, Cheniqua B[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did receive the credit referenced by Verizon's response. However, there continues to be a delinquent notice on my account in the amount of $56.03 which does not belong, and has not been removed. This amount was for a battery back up unit that was sent to me and was promised to have been credited back to my account, due to the fact that I was a new voice customer and had never received this product before. I have attached a picture of the screen demonstrating this issue.Proper resolution would involve removing this delinquent notice, and providing me, the customer, with a letter stating that this is not a debt owed that I could use to file a dispute should Verizon mistakenly reports this erroneous delinquency on my record.I also continue to request compensation for the 10+ hours of my time that I have had to expend in addressing Verizon's repeated errors.

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

Sincerely,

Consumer

Response:

I have attempted to contact the business, but their phone system repeatedly disconnects me. I prefer to communicate over email in order to ensure a paper trail

Business

Response:

Executive Relations Team/[redacted]- Revdex.com Rebuttal [redacted]-06/**/2015 5:05pm- A review of [redacted]'s rebuttal shows that she has requested that we refrain from contacting her by phone. Her account shows extensive previous contacts with the ECOMM Center Representatives, who have apparently been corresponding with her by e-mail. This office does not do that. She has requested a listing of charges from the beginning of the year. A review of her account shows that the account is set up for paper free billing. Her bills are available for her to download and print via the website, however we have printed copies of all bills from the 12/**/2014 bill through and including the 06/**/2015 bill to satisfy her request for "a full accounting of all charges incurred during this calendar year." [redacted] expressed her concern about the bill dated February *, 2015. This bill shows several upgrades. Phone service was added to the account. The TV Prime was upgraded to the TV Extreme. The 15/5 data was upgraded to the 50/50 data. HBO was added free for twelve months, through 01/**/2016. The charges for the HBO were added with corresponding credits, which was noted on the paper bill sent to [redacted]. Under the Change in Service section of the bill, there is a 26.00 charge for the time period of 01/**/2015 to 02/**/2015 for phone service, also know as Fios Digital Voice. There is also the charge for that same time period for the difference in price between the TV Prime and the more expensive TV Extreme and the 15/5 Data and the 50/50 Data. The proration of the phone , data and internet totals $24.26. That same section shows the billing for a Backup Battery for $39.99 and a Shipping Charge of $14.99 for the battery. The total of the $24.26, $39.99 and $14.99 is $79.24 for the change in service section. Credit was issued for the $39.99 Battery Backup and $14.99 shipping charge on 02/**/2015- the total credit was $56.03 including tax. On 03/**/2015, another person doing research on the bundle rate issued credit for a total of $19.34 on the February *, 2015 bill because the bundle rate was too high. Verizon has performed a full account review and explanation and therefore considers this complaint to be closed.

Review: Bought a show by accident and was refused a refund

I have been an excellent customer for many years. While browsing the on demand shows I accidentally ordered one. It seems to be a common issue as evidenced by looking at this topic on [redacted].

I asked customer service to reverse this since the show was unwanted and unwatched. They said no and I find this ridiculous and bad business practice.Desired Settlement: $34.99 account credit

Business

Response:

Per Verizon records, there was a video on demand purchase on the Sept 2014 bill. It was for Season 1 bundle of the show [redacted] purchased at [redacted] for $34.99. A Email was sent on 9/**/14 showing the purchase. The 1st time the [redacted] inquired about the charge was on 11/*/14-chat [redacted] with the Ecenter Service. At that time a representative did explain the purchase; and was denied credit. It was referred to a manager . Charges were sustained due to [redacted] received previous adjustment for an accidental video on demand. The amount of the last adjustment was $6.29. That credit appeared on the [redacted]'s Dec 2013 bill. It was for the rental of [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: I have had problems with my service with them and have had technicians out here to fix the problem and each time they sent a technician out I was to get a credit on my bill once the work order was completed and I have never received any credit on my bill and it has been close to a year now and when I contact them they tell me that I did not get charged for the technician to come out and I keep telling them that I know I was not charged for the tech to come out but I was told I would get a credit on my bill and I have not received it. And everytime I call I cannot understand them because they do not speak english. I just talked to a [redacted] today and she just keep telling me that I did not get charged for the tech to come out and I told her 5 times I know that but I never received credit for the issue to be fixed. Also I have had problems with my wifi for 6 months now. They advertise they are the fastest and that is a lie a turtle can move faster than my internet.Desired Settlement: DesiredSettlementID: Billing Adjustment

I want a credit for the time that I had problems on my phone line and for the 6 months of slow internet and problems with my wifi

Business

Response:

After reviewing the account, the customer received out of service credits of $9.51 on the 8/2014 bill and $24.49 on the 9/2014 bill. The customer did not receive credit for the service outage 12/**/2014 - 1/*/2015. An adjustment of $23.54 was applied to the account which will appear on the 7/2015 bill. [redacted] was notified of the credits and was satisfied

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: I made a payment to Verizon internet when I meant to make it to Verizon phone for 251.01. I called two weeks ago for a refund and have not received.

Two weeks ago I called to get my refund and was told it would come in 5 days. It never did so I called again after being on the phone for most of the day because they couldn't figure out why it wasn't sent. Now a week later I am still on the phone with [redacted] who says he is going to send the refund by Tuesday the [redacted] overnight. I am waiting to see if that happens.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund and restitution for my trouble and inconvenience.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about not receiving her refund check for $251.01 from Verizon. According to our records, a Verizon representative spoke with [redacted] on 5/**/2015 to inquire if she'd received the refund for $251.01. [redacted] indicated she had received check [redacted] and cashed it. We trust this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] experienced as a result of the above matter. Sincerely, [redacted] Customer Relations

Review: In September, 2014, we signed up for Verizon Triple Play which came with a bonus of a $300 gift card that was to be issued to within 4-6 weeks according to [redacted], salesperson for FIOS Triple Play, phone number ###-###-####. At the end of six weeks, we called [redacted] and were told to check with the "rewards" department at ###-###-####. After calling this number, we were told that the terms of the bonus had changed and that we would be receiving the bonus gift card after 60 days assuming our account was not in default. We were told that our first months' bill for the new service would be approximately $198 to include prorated installation, etc. We received an interim bill that was marked "do not pay" as the new bill would be forthcoming. The first months' bill was almost $600. We called and spoke with [redacted] (###-###-####) and were given a credit for the installation. We paid the bill we had been told not to pay and the total was then brought down to just under $383.00, a far greater amount than the $198 we had been quoted. We again inquired about the gift card and were told it would be sent out in January.

When we called to find out the status of the gift card at the beginning of January, we were told that we were not eligible for the gift card because we were paying "less" per month. The representative further stated that had we been eligible for the card, it would have been so stated on our service order confirmation, which, of course, it is not. (As a consumer, exactly how were we to know that it should have been stated on the email entitled "Order Preview.") We contacted Verizon headquarters at ###-###-#### and were assigned a complaint number of [redacted] on 1/**/15. On that same day, [redacted], supposedly a representative of the [redacted] of Verizon, called us back and again informed us we were not eligible for the gift card because we were paying "less" for the monthly service. She stated she would give us the gift card but that she would be raising our monthly rate if she did so. She also stated that the salesperson's "incorrect" information was an internal problem they would deal with.

We have been given the run-around and a bait and switch offer that Verizon evidently never had any intention of honoring.Desired Settlement: We expect to be issued the $300 gift card we were promised. Since this offer was in print and on Verizon's website without all the caveats they have since stated, they should have no right to withhold this gift card. Considering the thousands of complaints on the internet about this company, something should be done.

Business

Response:

I spoke with [redacted] and reviewed his complaint. [redacted] advised me that when he placed his order he was promised a $300 gift card. As a resolution to this complaint Verizon will apply a $20 per month credit to the account for the next 12 months. Verizon will also apply a $60 adjustment to the account to make up for the $300 gift card. [redacted] agreed to this resolution.

Review: My Verizon two year contract is up, so I went online to look into renewing my contract. Verizon was threatening me with an increase if I didn't renew. I wanted to upgrade my equipment(DVR) anyways, so I could record 6 shows at once. I used the Verizon online customer service chat and negotiated a deal with Verizon ($183.39/month and a $50 equipment credit). I used a Time Warner $129 advertised deal as leverage. The rep gave me a conformation number and said my new equipment would arrive in 3-7 days. My new equipment never arrive, so I became concerned and contacted Verizon again through chat. They denied any knowledge of the agreement/confirmation number and refused to honor the agreement. I went to the local office and also called Verizon to no avail. I saved a copy of the original online chat that shows everything.Desired Settlement: Fulfillment of the agreement.

Business

Response:

Spoke with [redacted] in regards to his bundle rate of $129.99 and total estimate of $189.39 with upgrade to [redacted]. Added TV package upgrade and 2 year along with proper discounts to honor what was advised.

Review: [redacted] customer's service solution very mean. All services (FIOS, internet, television, landline phone) down due to Verizon hardware malfunction.

Called technical help desk get [redacted] non human service for more than 30 minutes then disconnect after 5 minutes and still get any solutions. Call back again several time until get to non American technical service, and they said Verizon cannot send service people out 4 days later take it or leaves. These people were very rude. I ask why so late they said Verizon don't have technical service personnel and residential customers are not Verizon's first priority. I asked to speak with supervisor , they put me on the hold more than 30 minutes and the had no solution.Desired Settlement: Send technical service out ASAP. We need the landline phone for home alarm and internet for working remote and children can do their school works.

Business

Response:

ERT/William/[redacted] spoke with [redacted] and confirmed that we've got him set for 11/** am dispatch. I apologized for any agents he spoke to who may have treated him rudely. [redacted] services are down and require a tech visit to resolve, however there are no techs available until Friday 11/** due to the Thanksgiving holiday and heavy work load in the area (they're actually overbooked).

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: I had Verizon Fios for several years. when I was moving I contacted Verizon to disconnect service. the rep advised me they would send me a final bill and that would it. I awaited a final bill that I never received, I contacted Verizon several times to get the bill, I never received and I never was told how much I owed. I didn't find out how much I owed until I saw it on my credit report. I immediately called and was still told they didn't have access to my final bill. I filled a previous Revdex.com complain, I spoke to a Carol A L[redacted] who was very rude, and basically told me I was not a model customer because I had been late on my bill previously as if this had anything to do with what I was requesting. she finally sent me the bill, however I needed this off my credit because of the lack of communication I received from Verizon. after management review she said they would remove this from my credit report. I agreed to pay once it is removed. well it is still on my credit report, even worse I am being contacted by a collections agency who said "[redacted]". of course I have reported them to the FTC for FDCPA violations. Verizon now refuses to speak to me and Carol A L[redacted] refuses to call me back or answer emails, and she is in the corporate office, I have proof of these emailsDesired Settlement: remove this from my credit report and allow me to pay for my final bill. its really that simple

Business

Response:

Upon receipt of Revdex.com case # [redacted] I spoke with [redacted] to acknowledge the complaint. [redacted] advised as of Monday 9/**/15 the account is still appearing on his [redacted] credit report. Further investigation was done and all three credit reporting agencies were checked and found the customer is correct. The outstanding bill is still showing on with Transunion. Verizon Financial Services Appeals representative spoke with [redacted] and submitted AUD Control Number [redacted] to remove the account from the credit report. It does take up to 30 days for the credit reporting agency to reflect the updated information. It was explained to [redacted] that when AUD's are submitted, they are sent electronically to all three credit reporting agencies at the same time. Verizon is not able to explain why the account was removed from Experian and Equifax, but not from Transunion. The representative offered to provide [redacted] with the AUD number that was submitted 9/**/15, removing the account from his credit report. [redacted] stated he did not have anything to write with, and advised he would check again with the credit reporting agency and if resolved we would not be hearing from him again.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

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: We have had Verizon for 4 years with no problem. We moved to a new house and they wanted to update our old no longer available contract they said we can have TV and internet for $5 cheaper then we were already paying. So I agreed, they came out and hooked everything up in our new house. We get our bill and its $65 more than what was said. We spoke to them and they said they had no idea who said that advertising but it was false. So we said we no longer wanted the TV we were just gonna keep internet like we had before. They told me that there was gonna be a termination fee of $200 something dollars. She said she can cancel out the termination fee and we would only have to pay the $135. So I said OK and paid the $135 and canceled the TV so are payments would be 74.99 again. Well we received a bill for $302. My wife called and spoke to a representive and they once again said they would cancel the termination fee he even spoke with a manager who confirmed the action. Time came for the bill to be due and they took out the $302. I called them again and they said they were gonna have to look back at the recordings and call me back. Almost a week later they call back and said they can not refund us the money, even though on two different occasions they said they would cancel the termination fee which wouldn't have even happened if their representative wouldn't have lied to me in the first place about the package service.Desired Settlement: I would like Verizon to put the money back into our bank account as soon as possible. We would like to stay with them but if this is not resolved we may cancel our services completely due to such horrible interactions we have had with them for the past two months.

Business

Response:

March **, 2015 Attention: [redacted] Revdex.com of New Jersey [redacted] Re: Case No. [redacted] / Account No Dear [redacted]: I am writing in response to the complaint forwarded on behalf of [redacted]. In the complaint, [redacted] states he was advised his Verizon bill would be cheaper after installation of additional services. [redacted] states his bill actually increased and is requesting assistance. Verizon Wireless appreciates the opportunity to address [redacted]’s concerns. A thorough review indicates [redacted] is requesting assistance with his Verizon Communications bill, and the complaint is not in regards to Verizon Wireless service. [redacted] confirmed his complaint in writing is in regards to his Verizon Communications bill and not a wireless bill. [redacted]’s concerns have been forwarded to the Verizon Communications Corporate Office. No further action by the Verizon Wireless Executive Office is necessary at this time. Should the Revdex.com or [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] Executive Relations

Business

Response:

[redacted] Executive Relations Team/[redacted]/Revdex.com case [redacted]/ I spoke with [redacted] at [redacted] advise that we have credited $230 for the Early Termination Fee to honor what the notes show. Coaching has been sent to 6 reps will open a follow up to check next bill for credit customer may want a check sent for the remaining of the credit balance after the next bill post

Review: I originally signed up with Verizon for phone, internet and TV. They send the TV servicing to [redacted]. I have to prepaid on my first bill that including 2 months payment. I have been current on my bill. Upon cancellation, they show a credit on my bill for more than 2 months. However, I received a separate bill from [redacted] requesting payment nearly $100.

While on the contract, they keep on messing up my contract and overcharge me for months. Whe contacted, they said they cannot refund.

Prior to cancelling my service, my phone jack doesn't work so I contact Verizon to have that fix. They charge me almost $200 for the repair. Understand that I only have one phone jack that I split for my alarm system and DSL internet. If that was not fix, I won't be able to continue to use their service. Customer service won't understand that simple concept and insist that the charge is valid. So I have a valid reason to cancel service.

If I paid in advance a month, upon cancellation, I should get a refund.

I originally open my service with Verizon, there are in no situation that [redacted] has the right to bill me as I have always current on payment.Desired Settlement: 1. Verizon to settle my payment with [redacted] as I have never need to pay to [redacted] with my contract.

2. Upon cancellation and I have a credit. They should of refund that to me.

3. Verizon need to be smarter in their service to stop overchaged people. It is common sense if I don't have a working phone jack, I don't need their 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. Account research shows [redacted] subscribed to Verizon Regional Essentials, High Speed Internet, and [redacted]. Records show on statement date 08/**/12 [redacted] was billed $218.36. The initial billing is a month in advance plus pro-rated (days services were used) charges. Account research failed to locate any documentation and notification of being over charged on monthly services. Research located service order [redacted] due date 05/** requesting a truck roll for $91.00. Records show an additional service order [redacted] due date 05/** requesting a truck roll for $91.00. On statement date 06/**/14 [redacted] was billed $182 for labor ($91ea qty. 2 for first half hour labor). Without an Inside Wire Maintenance Plan, customers can be charged over $91 for service calls to diagnose/repair inside wiring and jacks. Records show service order [redacted] completed 08/**/14 porting service to another provider. Once Verizon services are discontinued [redacted] will bill separately. In an attempt to resolve the complaint a credit of $91.00 was applied to the subsequent truck roll fee on 11/**/14. This should reflect in one to two bill cycles. A request for refund was submitted for the credit balance of $105.68. A refund check should be sent within 7-10 business days to [redacted]. A Verizon representative attempted unsuccessfully to reach [redacted]. A contact letter was sent 11/**/14. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, [redacted] Verizon Customer Advocacy

Review: I was misled to try out verizon services.The agent told me that I would recieve an ipad and 400 dollar gift card if I tried out their services. Well that wasn't all the way true. He did not tell me that I had to keep the services for three months. Because of this misrepresentation I discontinued the services. My service was connected for three days. Now after three months I'm being billed for a 69.99 dollar activation fee that I was never, I mean never told about. Also, they are trying to charge me for a sports package that I had already paid 200.00 dollars to [redacted]. Let me go back, I first had [redacted] and I paid 200 dollars for [redacted] league pass. Now when I changed to verizon I was told that it would transfer with no fee. Now after months a supervisor told me that my sports package does not carry over and I had to pay another fee for my sports package. If I had been told this I wouldn't even had tried verizon. The information I recieved was misleading. It doesn't make common sense to pay $200 dollars twice. Verizon misled me to try their services and now they are trying to charge me for services I didnt have or use. Again I had this service for three days. One more thing, I believe I wasn't told about the activation fee because I was coming under a promotional package. I was not told about a activation fee.Desired Settlement: I would like this bill to be removed, cancelled

Business

Response:

Please be advised, Verizon has reviewed the consumers account. According to the consumers complaint a door to door salesman provided inaccurate information regarding Verizon’s services/billing. The consumer states she was not advised of any activation fees ,etc to be incurred for switching services to Verizon. As of 4/**/15 Verizon has issued adjustments on the consumers account for the additional days billed and also for the [redacted] league pass. Total amount adjusted is $147.85, leaving a balance owing of $54.44. The above information has been discussed with the consumer. We apologize for any inconvenience caused surrounding this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am not happy with Verizon's response. I still say that they mislead customers when verizon doesn't tell their customers, from the start, that their is a activation fee of $69.99. If customers are told from the start that there is a fee, than customers will not try their business. Verizon misleads their customers.

Don't sign with Verizon, they will rip you off someway or another.

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

Sincerely,

Unscrupulous. Worst company that I have ever done business with. I called to ask when I could cancel my contract. They told me to call to cancel contract on the [redacted]. I did. Good thing the girl at Cricket Wireless told me to call Verizon back because Verizon was charging me 120.00 early termination fee because I had canceled the contract ONE day early. I told them that I would call the next day on the [redacted] to cancel the contract and so I also wanted to cancel service on the [redacted]. They said that I would owe another month of service because my bill is due on the [redacted]. So, from the [redacted] to the [redacted], they want to charge me a month of service. Very crooked business practice. How much data and phone service can I rack up in less than 24 hours. In fact, I don't need to use the phone at all on the [redacted] because I would be with another company on the [redacted]. Bad, bad business. I explained to the Cricket Wireless people what was going on and they told me to just stay with Verizon for another month and come into Cricket a few days before the next billing period. They will give me the offered plan.

I will never ever do business with Verizon again. I do not recommend Verizon. Their billing practices are questionable and unscrupulous. Verizon wanted a 15.00 fee to suspend my phone so that I could port my phone number. What a scam.

I will continue to mouth off about the very bad experience that I had with Verizon.

Don't say that you haven't been warned.

Review: Verizon charged me 40 dollars for services I never had. Their customer service people can't tell me what the charge is for.

I canceled my dsl service in October and was billed thru December . I called to dispute that and was credited back the extra charges. I was told I owed 59 dollars and was transferred to billing so I could pay. The bill person said I only owed 40 so I paid that and called Verizon back to confirm my payment took care of my debt . They told me that what I paid was on a different account for different services. And that I still owe 59. I have only had the dsl service. I told them I need know what the 40 dollars was for and was told they can't tell me because they sold the account. Again I have only ever had the one account. I would like the forty dollars I paid applied to the 59 I owe so I can pay the remainder .Desired Settlement: I just want the money I paid applied to my account so I can pay the remaining 19 dollars.

Business

Response:

Please be advised, Verizon made contact with the consumer to address the complaint. Upon resolution, credit of $38.63 was issued to correct the billing for the dryloop data service. The consumer was informed the remaining balance of $20.60 is a valid charge. The customer agreed to issue payment. Additionally, at the consumer's request, Verizon's Financial Service team made an attempt to make contact to assist with the payment, without success. According to Verizon Financial Services, the consumer can mail payment to Verizon [redacted]. If payment is made via phone, an additional service charge of 3.50 is charged for use of credit/debit card, that is unable to be waived. If the consumer chooses to mail payment, he must ensure the account number on check. Additionally, the consumer must contact [redacted] directly to investigate the $40.00 payment made directly to them in 2008. [redacted]'s phone number is ###-###-####.

Review: I called Verizon about returning some of the rent cable boxes (2) and 1 remote. They sent me the material to return the equipment (this included packing and mailing label). I returned the items on 8/**/2014 at 5:07 PM. The label number that the post office scanned in was (from Verizon) [redacted].

I was checking my bill and realized that the company had not credit my account for the returns. I called the beginning of October [redacted] or [redacted] about it. I gave the customer service the information and he gave me a ticket number and said, he would be in touch. I never received a call back. I checked my bill again on Friday, October **, and it showed I was only credited for October [redacted] for the returns.

I called the office and spoke to [redacted] about the issue. He was reviewing the notes and checking when the items were received in the warehouse. The phone went dead and I didn't receive a call back.Desired Settlement: It's disgraceful for a company to send you the labeling information and then want you to provide proof that you returned it and require you have to make additional calls because it was handled correctly.

I want Verizon to do the correct thing and refund my account for correct amount of days. Since I returned it at the end of August. I should have a credit starting from the first week in September.

Business

Response:

11/**/14 I spoke with [redacted] and acknowledged the complaint. Verizon investigation determined the customer returned 2 STB's at the end of August but they were not removed from her account until the end of October. Verizon issued the customer a $25.53 credit for the boxes that were billed on the September and Octobers bills on 11/**/14. The representative called the customer leaving a message advising of the $25.53 credit issued. On 11/**/14 I called [redacted] on ###-###-#### verified she received the message re the credit which she said she did and she also received an email. I apologized for the inconvenience and advised her to call me should she have any future problems.[redacted]###-###-####