Verizon Communications

Thank you for referring the complaint of [redacted] to our office for reviewWeappreciate you bringing this matter to our attention On February **, and on February **, 2015, aVerizon representative left a message for [redacted] in regards to this inquiry We have ensured that the account has beendisconnected and have expedited a refund check to me mailed on March **, We do apologize for the inconvenience [redacted] has experienced We trust this information will assist you inresolving this complaint

Customer disputed $repair visit charge for tech visit onwhere no trouble was found making the fee applicableThe technician educatedthe customer on use of the set top boxWe were not able to verify that thecustomer was properly informed on the applicability of the charge thoughFor thisreason we agreed to adjust the rateThe charge was adjusted from the bill witha message left for the customerWe appreciate the customer bringing this to our attention

On 1214, the customer was advised that Verizon hadissued the promised credit of $for the loss of Fox during channelnegotiationsVerizon regrets the inconvenience that [redacted] and othercustomers have experienced as a result of being unable to watch Fox onVerizon's FiOS TV serviceUnfortunately, new station owners [redacted] neglected the wishesof their own viewers and removed Fox from the FiOS TV lineup on Nov** at 3a.m., repeating a step they've taken before in other markets However, Verizon and [redacted] have now reached anagreement to renew their contract allowing FiOS TV to carry Fox again, and [redacted] restored its programming to the lineup on 12/*/

This place socks, the receptionist, and the office manager ***(***) whoever the [redacted] is, makes promisesMy wife and I receive better customer service at a Sonic Drive through....I wish all of the Advanced families the hottest summer and the coldest winter, three repairs later I'm still w/o any format of ACsave you money, sanity and time.....Stay away

Good afternoon, The services were successfully bundled as requested by the claimant

Revdex.com: 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: Ok verizon you win keep your $You are big business you always winYour service is horribleYou cancel appointments and don't inform customersYou can't get straight answers on the telephoneJust guesses and maybesVerizon is the worst company overall I have ever dealt withThank you for no longer being part of my cable or cell phone serviceI am now with [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I disagree with the response by VerizonOn my conversation with [redacted] when she called me on I told her I never read any email sent to me by [redacted] with the offer he made to me on As I mention on my first complaint [redacted] offered me the followingHD select Package , All premium Movie Channels, a four hundred dollar credit card, and a free Tablet with my order and he also said I was not going to be charged and installation fee which I forgot to mention on my first complaint, I am addressing it now because in the conversation with [redacted] she inform me [redacted] had no authorization not to charge an installation fee's for orders placedBy the looks of my situation [redacted] did not have authorization to make many offers in which he did I mention several times to [redacted] of my unemployment Status, I was trying to reduce my monthly bills not increase them "common sense" I would have never agree to any agreement in which I would have to pay so much more moneyOn I could not understand whyThis whole unfortunate situation has caused me much stress on top of the stress I am already dealing with being unemployed, therefore I should not be held responsible for any chargers due to the information giving to me at the time of this transaction

Verizon dispatched a technician on and replaced oneDVR with an HD STBThe customer had already been given a credit of $on1114,Verizon issued an additional credit of $which was the difference in thecharge of a HD STB versus a DVRThe customer’s daughter stated she was satisfied

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been The credit issued does not compensate for SERVICE NOT provided Still large basis and no service at all They tell me that will provide 5Mbps but then say line will not sorry EXTRA DAYS SPEED WILL NOT KNOW ANYTHING UNTIL THE END OF THE FIRST WEEK OF DECEMBER BECAUSE THAT'S WHAT THEY ARE REQUESTING VERIZON HAS BEEN GIVEN EVERY OPPORTUNITY BUT IF WHAT THEY PROVIDE WILL NOT SUPPORT DATA LOAD AND LOSS PRICE ADJUSTMENTS MUST BE MADE TO COMPENSATE FOR SIGNAL LOSS AND SENIORS NOT OR INACCURATELY PROVIDED THAT'S WHY I HAVE REQUEST AN OTHERS LIST OF DEVICES , SERVICES , COST FOR A AVERAGE MONTHLY DIERYV + VERIZON BUNDLE, SPECIFYING THE SPEED THEY WILL PROVIDE FOR INTERNET, ON DEMANDING VIEWING AND STEAMING.I NEED THIS INFORMATION TO MAKE A FINAL DECISION THEY ARE NOT TELLING YOU EVERYTHING JUST LIKE THEY DIDN'T TELL ME EMAILS FORWARDING AND ANSWEREDYOUR HELP I'D GREATLY APPRECIATED AND NEEDED DO THIS WILL NOT HAPPEN TO ANOTHER UNSUSPECTING AND UNIFORMED CONSUMER.HAPPY THANKSGIVING DAY!!!!! :-) In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

Upon receipt of this rebuttal our LIFELINE team spoke with [redacted] and explained the information provided with the recertification form was invalid....they have mailed a new application to him today and provided their direct number in case he has any questions

I spoke with the customer on February**, 2015, apologized for the inconvenience and advised her issue was referred to the appropriate department to investigatedOn February**, our representative checked and advised an order was issued transferring the service and adding High Speed Internet servicesAfter the orders completed, our Verizon Technical Support Staff enable the High Speed Internet serviceIt was confirmed with the customer that they were on-line and getting their emailsI spoke with the customer as a follow up, apologized and advised it should have been explained there would be a temporary loss of service due to the transferThe customer will call when the bill is received to confirm the charges are correctShe has my contact information

Verizon's Customer Service Escalation team representative reviewed [redacted] 's account An attempt was made to return the deposit to [redacted] 's card, however it failed A refund check was processed on [redacted] should receive the refund check in - business days This information was provided to [redacted] .We trust this information will help to resolve [redacted] 's concerns

Revdex.com: 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 becaus In the initial phone conversation when we were told about the tablet and agreed to our service there was no mention of the need to add a new servicein the email and in two subsequent phone calls it said it was 10$ a month to add in the service when in fact for someone without a verizon cell phone the cost is 30$ a month plus activation.When verizon called me last week they stated that the Verizon Fios people do not have any information about verizon wire;less services and could not give me correct information since they are a different departmentSo why did the agents not tell me that on phone and te;ll me to call correct person??3.whole thing is a scam because I was signing up for Fios and they were giving me a deal with wireless that they had no idea if I could or could not use and they did not bother to explain it to me on the phonethe proof that it is confusing is that their own customer service people(in Fios) have no idea of what is going on so they answer incorrectly rather then referring the call to proper department.4.To me it is like they have two companies under one umbrella and I have no recourse cause Fios is saying they can't explain it because its a wireless deal and the wireless people wont take responsibility cause its a FIOS dealWhy would they even offer a deal like that???I believe if you call up and make believe you want FIOS the people selling it do not even have all the details because they are just supposed to sell you the service and highlight the FREE part without stating all the facts to get you to sign up In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Our investigation determined deposit paid via credit card sothe refund issued would go back to the credit cardAccounting confirmed refundin processing as of and would be back in customer account within 3-5business daysWe confirmed receipt of refund with customer on We apologize for the problems and appreciate customerbringing these concerns to our attention

Revdex.com: 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 Verizon Fios offers days to withdrawal from the terms and conditions of the contractMost of these items came to fruition after that time frameIn speaking with the Fios agent today it was explained to me that Fios sales reps are hired by use of a third party vendorI am frustrated that Verizon does not take responsibility for the lies these rep tell and is now holding me responsible to pay for a service I don't like with customer service that is less than satisfactory In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Please be advised Verizon response remains

Revdex.com: 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]VERIZON, did in fact return my call, I still am not satisfied with the reasoning and believe it is unfair, when I told them that I would pay the balance out over the remaining length of the agreement months, there was a long pause and the person I spoke with said I had to speak with the collections or accounts receivable office, when they called they said that they wont do that length of a payout they will only do monthsWell how is that fair?? They want me to pay for the remaining months but they won't let me pay it out the full agreement? no where on there agreement( which they finally sent me after I requested it times over the course of all this) does it say upon cancellation is payment due in full, or does it say that payment arrangements can only be done in monthsHowever if they will meet me half way and cut the termination fee in half from to I will pay it in full In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

A representative from our Testing team contacted the customer and advised that he is unable toget the speed he is requesting due to his distance from the Central Office The representative manually changed the customer’s speed up to or Mb/s and the customer can try it out and we'll see how that actually works for himThe representative strongly advised against doing this though as its most likely going to lead to slower speeds and instability problemsThe customer said he'd still like to try itThe representative will follow up and test it out with the customer on Tuesday 3/*Network testing indicates the fastest the customer could possibly get is a little over Mb/s

Per the [redacted] , Verizon replaced the battery baunit on January **, Additionally, the [redacted] made contact with the consumer today her concerns, at which time, the consumer informed the [redacted] that her concerns are addressed and she is satisfied at this point

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.The main reason that I terminated the service was because I wasn't given the monthly rate that I signed off initiallyAnd the customer service cannot fix it by changing the monthly rate but can only credit back to my account after I was billedThat indicated I would have to call the customer service every month during the contract term (months)It took me about half an hour waiting on line every time I called customer service, and another half hour to explain the issueThat's too overwhelmed so I terminated the serviceAnd the termination process was another trouble and the billing workflow created lots of confusion and misunderstandingThe current workflow takes one billing cycle to apply the service termination request, another billing cycle to verify the returning of the devices (In my case, the [redacted] tracking shows that some one at Verizon have signed the returning package, but for some reason Verizon billing system indicated the devices have not yet received as of I called the customer service weeks later to ask why I was charged for the devices.), and a third cycle for refundIt is roughly months, and during the time, Verizon kept charging my credit card for the fee that the billing system thought I owedBased on this terrible experience of Verizon's billing system that I had, I would like to suggest Verizon to fix the billing system to reflect the correct price that Verizon had agreed on with their customers, so that the customer would not need to call customer service and claim for refund every single monthAlso to optimize the workflow of billing process for customers who chose to terminate the service, stop charging the customer until Verizon verifies receiving devices and other thingsIt does not make sense to the customers continuously getting bills even after they terminated the serviceAnd the customer service should let the customers know it would take about billing cycles to finalize the bill and refund, so they would not be confused by the bills that they received after service termination.Sincerely, [redacted] ***