Verizon Communications

I would like Verizon to bring back The Weather Channel.

Review: On 2/**/15, I changed providers for my phone and internet service from Verizon to another company. My Verizon bill of 3/*/15 showed I was due a refund of $7.53. I did not review the bill at length given prorating and all of that. I assumed it was correct. I did call customer service (phone number from web page) on or about 3/*/15 to see how the refund would be arranged. He told me it should be mailed to me. He also told me that the internet service had not been canceled along with the phone service. I told him the Verizon equipment had been removed on 2/**/15 at the same time the new service and equipment had been installed. I told him the service should have been canceled then and he told me that he would cancel the Verizon service immediately. The statement of 4/*/15 shows the internet service was removed on 3/*/15 but was then added back the same date. Why? It continues to be billed contrary to what I had been told.

On or prior to 6/*/15, I became aware that charges were still being applied to my account and paid by me via AutoPay. I called customer service on 6/*/15 and after two transfers talked to [redacted] in billing. We had a long conversation during which she reviewed everything and we came to a general understanding as to the amount of refund I was due. She gave me a confirmation number of [redacted]. She actually gave me a refund amount greater that what I was expecting which she said would be mailed to me. I believe the greater amount is because she included the amount billed on the statement dated 6/*/15 which should have no longer been applicable. In fact, I canceled AutoPay sometime after that and no paid charges have shown up on my bank account during late June. Of course the 6/*/15 statement still showed amount due by 6/**/15 of $29.99. I am assuming that is a moot issue.

Why I am still receiving statements showing I still have the internet service. As of 2/**/15 (or at the very latest 3/*/15), I should have no longer had an account. I have been owed money that has not been paid and charged additional amounts that have not been due. I calculate that I am due a refund in an amount greater than $95.47. Verizon should be able to correctly calculate the amount. Compensation for my time and aggravation would also seem to be appropriate.

The Customer Service people I talked with seemed competent and professional. They made an effort and seemed to grasp the issues and indicated to me that agreed upon appropriate action would be taken. Unfortunately, what they said was going to occur didn't happen.Desired Settlement: Refund, appropriate compensation, apology, and a review as to why the customer service people could not or did not follow through on what they said was going to happen.

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 in regards to the billing of Verizon services after the date he requested to disconnect. A Verizon representative spoke with [redacted] on July *, 2015 in regards to this inquiry. We have reviewed the account and taken actions to have the account disconnected. We have issued credit for $94.47 in regards to the months that were billed while the services should have been disconnected. We will continue to work to expedite a refund once the final bill has generated within the next 60 days. [redacted] has been provided with the direct number for the account specialist assigned to handling this inquiry should he have any questions or need additional resolution. Please accept these actions as closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above 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:

I have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined. From my discussion with the company representative, I believe the resolution will be satisfactory. Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in.

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

Sincerely,

Business

Response:

We spoke with [redacted] and he confirmed receipt of the refund check

We are without a tell line. It seems that Verizon is limited with lined in my area, and they are removing the line every week from different people. Now I'm the lucky person.

They are saying that it will take a long time to help me.

My zip is [redacted], street name is [redacted]

Review: I have been a loyal Verizon customer for over 10 years. I recently moved and had my service changed to my new address. At that time, I realized that I had never changed my name from my maiden name ([redacted]) to my married name ([redacted]). I called Verizon to make the change and was informed that they would need to run a credit check in order to change my name. I asked the agent why they needed to run a credit check when I've been a customer for over 10 years and my account is in good standing, I was told "just in case there is something out there pending against you."

Well, frankly, it's none of their business if there is something "pending against" me. I've been a good customer for over a decade. It is an invasion of privacy and an unfair business practice to expect me (or any other long standing customer) to submit to a credit check for something as simple as a name change.Desired Settlement: Change my name as requested

Business

Response:

Good afternoon,

A Verizon representative reached out to the customer and informed her that photo ID can be submitted in lieu of a credit check. Provided customer with Fax number where to send the I.D as well as a contact number to advise when the requested documents have been faxed. I will follow up with the customer to ensure she was able to fax the I.D.

We were very happy when we were with [redacted] for internet service. We were only paying $50.00 a month and mind you, internet is all we need because we stream everything. A verizon associate convinced us to switch to Verizon and if we switched over he could guarentee we pay $50.00 a month. A year later we were being billed $75.00 a month.

We called Verizon and the first representative one the phone said she can give us internet and local TV package for $62.00 a month. They didn't honor their promise of $50 but we took the other package anyway. I'm not sure why we have to pay more when all we want is internet. We signed up for the $62.00 deal but then we started getting charged $80+ right away (within days) for installation fees for installations we never got.

We called Verizon again. For some reason, no one could find our information. I believe this was the day we got hung up on.

Third time we called Verizon, the representative says she sees the mistake and doesn't know why the previous rep made that mistake. She signs us up again for the $62 Internet and local TV deal. She also promises us free HBO and Showtime for 24 months since this is the third time we had to call. She told us to avoid paying $25 to have a box shipped out that we can go to a Verizon kiosk in [redacted] Mall. She gave us an order number. She said all we have to do is go to that kiosk with that number and they will give us the box.

My husband went to the kiosk, which was completely filthy and unorganized, and they had the box but they said they couldn't give it to us because it was in "shadow queue". It would have been helpful if the rep (I believe her name was Angela) told us we couldn't pick it up yet.

We called the kiosk the next day and it took him 15 minutes just to find my account. He couldn't find my information by using my phone number, my name, my e-mail, and finally my address. He told us to come in and he will give us the box and we can manually install it. I'm not sure why it's our problem to install it but we said okay. The sales rep who told us this was named Alonzo.

We go to the kiosk and Alonzo wasn't back yet. Another rep found our information and we re-explained the situation and what Angela told us we were supposed to get. After 20 minutes Alonzo returns and he gives us the box. When we installed the box our bill changed again and we were not given HBO and Showtimes as promised.

This past Saturday (8/**/15) my husband calls Verizon again. Why we have to call Verizon almost every day is beyond me. He explains the ENTIRE situation to the operator and then he says he works in tech and has to transfer him to support. My husband got hung up on.

It is now 8/**/15 and my husband is on the phone with Verizon again. This is by far the worst service we've ever had. We are most likely leaving Verizon after today because we can't bear this anymore. For an entire week our service hasn't been right or resolved. I don't believe in writing bad reviews online but clearly, we've went to Verizon many times and they haven't fixed our problem.

Verizon agent promised the world on a supposedly recorded line. I confirmed and reconfirmed the details of the deal, and then when I got the email, it was wildly different and $30 more expensive. When I called to complain and demanded a review of the recorded conversation, the supervisor said he'd investigate and call me back. No return call and they had the Gaul to think I was still going to open an account with them!!! Verizon FIOS has some unscrupulous people working for them and I'm even thinking of leaving verizon wireless for their bad customer service. Shame on them!!!

Review: I am filing a complaint against verizon over poor services that have been received since the beginning of my opening of my account. I had contacted them many times in reference to the poor services and technicians have come out 3 or more times to troubleshoot the problem(s). During the couple years of service I have had nothing but stress and irritation in resolving my issues with the poor services received. The representatives at verizon are not professional and creates more problems due to their inability to read or write notes correctly with my account. When I speak to a representative they ignore the notes that previous representatives have written in correspondence to the problems with my service and ignore and due not credit my account when it has been deemed necessary. It honestly seems like they are deceiving us of our entitlement to correcting my bill. Over the two years I have always paid my bill but it has become to costly to pay for a service not being properly restored. At a period of time I was without service over 1-2months and yet I was never given credit and I was billed and had to pay for service not being recieved. That is one example, another is now, where my service was constantly being interrupted when my wireless devices would try to connect to my home internet. Representatives were out to my house at least 3 times trying to correct the situations. Finally my service is now running properly but I have been charged full price when even both the phone representative seem a problem since October this year to current as well as the technician whom remembered working on my homes service in the past. But I have always had problems with my service since day 1. Every time I speak to Verizon it's a new headache and I have become overwhelmed with their inability to satisfy/render an appropriate credit. They gave me today a $10 credit and $7 a week ago, I feel that is a slap in my face for all the problems I've had with the services received. I feel completely disappointed that they would treat a customer like this, they then just apologize to me, they apologize and then ask me if I would be paying my whole bill today... Please I am at a loss with Verizon that's why I am writing to you now I don't know whom to turn to, I tried talking to many supervisors at Verizon and many different departments but it seems like they are just passing the buck on me and this headache is costing me too much money. Thank you for your time. And please if possible look through my records it will explain everything.Desired Settlement: I just want my bill adjusted fairly. My account records would show that I have had consistent problems from the day my service began at this residence and not until 11-**-14 (approximately) that my service is now running without issues. A representative from Verizon whom identified the problem and explained and noted my account that from 9/2013-current that my account would be refunded due to the problems with my account and I feel that I should receive it. It's also noted in the account but Verizon is ignoring the notes.

Business

Response:

A review of the customer's trouble history reflects five reported issues with Internet service this year. They are as follows: On April **, 2014, a technician dispatched and closed out repair ticket for Inside Wire Issues. On November **, 2014, customer stating Intermittent Route and there was No Access to the customer'shome but the line tested okay. On November **, 2014, a technician dispatched again regarding Intermittent Route and configured thecustomer's Modem/Router. On November **, 2014, a technician dispatched regarding Intermittent Sync and the technician closeout for the job was repaired inside wire maintenance. Based upon these tickets most of the customer's trouble was isolated to their premise and inside wiring. On December **, 2014, an adjustment of $152.92 was applied to the customer's account due to intermittent service issues.

Review: On Saturday, February **, I contacted Verizon to renew my FIOS and Internet service. I received an Order Summary which provided me with the following statement: '[redacted]'.

I have spoken to two Verizon Wireless representatives on Sunday, February ** as well as several FIOS representatives for a period of two hours. I received a lot of excuses and was referred from one company Verizon Wireless to Verizon FIOS - a complete run around. I forwarded a copy of the account summary to the Verizon Wireless representatives and was referred back to FIOS.

I contacted Verizon FIOS on Monday, February ** and spent another two hours on the phone Once again being bounced from Verizon Wireless to Verizon FIOS. One Verizon a Wireless representative provided me with the following statement (which I received via email): As we discussed you will be getting your 18gb of data on your account for free,it will be added through the FIOS promotional department '. As of today, March *, I am still waiting for this promise of data!!Desired Settlement: I would like to receive the promotional item that was offered to me for the purchase of FIOS phone and Internet service.

Business

Response:

[redacted] Thank you for referring the Revdex.com#[redacted] complaint of Yvette J[redacted] to our office for review. We appreciate your bringing this matter to our attention. Our expectation is that all Verizon customers experience the highest level of service. In the rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. Verizon records indicate order [redacted] completed on February **, 2016 renewing the Double Play bundle services for FiOS Digital Voice and Internet 50/50. A confirmation email was sent to the customer itemizing the services, monthly rate and terms of service. The confirmation does reference a Special Offer for placing the order making the customer eligible for wireless data. This offer is made available through Verizon Wireless. We ask that this matter be served to Verizon Wireless. Our expectation is that all Verizon customers experience the highest level of service. In the rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. We do regret the inconvenience experienced as Verizon Communications representatives do not have access to the customers Verizon Wireless account records. A Verizon representative was unsuccessful at reaching the customer. Verizon Communications has requested a Verizon Wireless representative to contact [redacted]. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this complaint. Thank you, Sherrill B. Verizon Executive Relations

My elderly (over **) mother spent over an hour with a Verizon sales rep, they went back and forth, and he keep telling her what a great deal he was getting her. She called because her bill had reached $165/month and she needed to get it down. After changes and promises of improved internet speed, and new DVR box, and other things the sales agent (Thomas) said he would throw in, he guaranteed her that her final bill, with all taxes and other extra fees, would be $144.21. He even sent this via email. She then received an email confirmation of her order which said her new bill would be $169/month. She called Thomas back but could never reach him. She called and called for five days, she even reached another person who said they were a supervisor and promised to have Thomas return her call on Friday at 11am. Well 11am on Friday came and went without a call. I called Verizon, as an authorized person on her account, and spent over 1 hour on the phone. They couldn't explain why the estimate bill (info received on confirming email) was different, or how Thomas came up with $144.21. All they could tell me was that they would have to research the matter and call me back by Wednesday of the following week. This was Friday. Seriously? In todays technological world, and a company who is selling technology, they cannot figure out the issue in a shorter timeframe than four business days?? Today, Tuesday, my mother received an email with a new estimated monthly charge of $157.75. This is unacceptable. And they had to take away one of the benefits Thomas offered in order to get her bill down to $157.75 from the $169. She was promised $144.21 verbally and in writing. This is deceptive and an abuse of influence with an elderly person.

Review: In July I received a debt collection notice; I cancelled service with on 4/**/14 with a refund because I had not had service for over a month.

In early July of 2014, I received a bill from a debt collector, [redacted] (ref. no.: [redacted]) in the amount of $28.62. This is the first I had heard that Verizon thinks I owe them this.

On 4/**/14, I cancelled my Internet service with Verizon because I had not had service since 3/**. I spoke with various customer service reps, including supervisors, over the course of a month (totaling over 7 hours!), and was assured service would resume by various dates; it wasn't. (Oddly, despite canceling my account, I received an email on 5.** stating that the outage had fixed and would resume.)

Previously on 4/**, I requested a refund/credit for the month I went without service and it was confirmed. Nonetheless, I decided to cancel service and did so on 4/** with a clean bill. In addition to this mysterious charge of $28.62 that I was never billed for except through a debt collector, Verizon emailed me on 7/** with a refund status alert in the amount of $16.80. (Further, I had previously received an email stating I owed them this much, despite them crediting my account because of the lack of service, infuriating customer service, and then canceling my account.)

I would prefer not to be in touch with them directly without a mediator, as this has proven a waste of time, and gotten me nowhere. The atrocious customer service is the primary reason I decided to cancel my service.

Verizon Account: [redacted]

Cust. Acct..: [redacted]Desired Settlement: I do not request any sort of compensation. I would just like Verizon to simply and finally leave me alone; I want them to clear this issue with the debt collector, [redacted], with whom I have already called to dispute the issue on 7/**/14.

Business

Response:

In accordance with Verizon’s investigation, the customer was

billed $28.62 in error and the account has been credited to a zero balance. The

account has been withdrawn from collection. The account was not credit

reported.

Review: I have called Verizon several times to fix my landline phone. The first time I called them they told me that a repair man would come at the window of 10-2pm. The repair man came at 2:45. I asked the customer rep to please put a credit on my account as I was never informed about the delay. She said that she would annotate the account and would transfer me over to billing. When I called billing they stated that the account was not annotated and they could not apply the credit. I asked to speak with a [redacted]. She stated one was not available. (I have the customer employee number if need be for verification). On top of this huge delay, my phone is still not fixed. Every time I call Verizon I am always put on hold or sent to new rep to speak too. This is extremely tiring, telling my issue to four different people four times over. The customer service department at Verizon is terrible. They do not care for their customers. This is extremely distasteful as my husband is a military member as well.Desired Settlement: I was told I would recieve a billing adjustment. An apology would also be in order.

Business

Response:

Repair ticket, [redacted], was for scheduled for 7/**/14, between 8am-12pm and repaired. Customer was given a out of service for Phone 23.28 credit, Internet 30.33 credit, video 34.21 credit. Total adjustment 87.82.

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]

My service is still not working!

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

Sincerely,

Business

Response:

Confrimed with [redacted] line now repaired. Per Verizon records [redacted] was out of service from 7/*/14 thru 7/*/14 also 7/**/14 thru 7/**/14. Total out of service credit issued $87.82.

Review: this problem has been ongoing since 02/**/2015. I ordered new service and paid a 250.00 Verizon charged me twice for this transaction. I informed a rep about this and she told me that my money would be back on my card that day. well found out that was incorrect and that it would take 3 to 5 business days. well as that time went by I still didn't get my money. after many more calls and being hung up on to speaking with supervisors the issue still wasn't resolved. I sent them a copy of my bank statement as proof and again was told that I would get my money. well I still haven't received my refund. it took them one day to collect my deposit but yet its taking them forever to correct this issue. it doesn't take a month to reverse a mistake. I am sure when its time for me to pay my bill and if it isn't paid in a timely manner they will disconnect my service. I want my money back and is thinking of disconnecting my service because Verizon has lied to me as a customer and they don't seem to know how to correct a problem. then you have them offering a 400 prepaid visa after 90 days of good payment history, its time for my first bill to be due but yet they haven't given my money back. they didn't waste any time sending me a bill but yet its taking forever to get my money back. I am exhausted with the calls back to back to them with no resultsDesired Settlement: I deserve my refund and shouldn't have to wait for 400.00 gift card. I should be compensated immediately instead of waiting

Business

Response:

A refund check was issued on 03/**/15 but our records show that the check was returned. A representative contacted the customer to confirm her address and the customer requested that we send her check to her place of employment. We have escalated this refund and requested to overnight the customer’s refund check via [redacted]. The representative will follow up with the customer to confirm that she has received her refund.

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:I am still not satisfied. Yes rep me [redacted] has been helpful but he can only relay the message that is given to him. I had to get permission I'm order for the letter to be sent to my job because I work on a military base. I'm not home during the day to sign. Now to be told that the check hasn't been sent out because the check that they had returned has to go through a stop payment. If the check is already returned to you why does it has to go through a stop payment? Just another delay and I'm just exhausted. I truly regret getting verizon

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

Sincerely,

Business

Response:

[redacted] records show that the customer's check was delivered. A representative has contacted the customer to confirm receipt of the check.

June **, 2015-My Verizon internet went down at 11:45. I called tech support and was informed that they will be working on the problem and it won't be up till tomorrow at 11:45. Verizon reliability? I am a consultant and the internet is my lifeline. So I went on Verizon Online and submitted a question re: compensation for the day downtime. I got some jargon response. Customer service is terrible. Often can't understand Verizon support on the phone, often finding myself asking for repeat responses. I feel so disconnected and am now considering a change, it hopefully can't be much worse than I am experiencing now.

Review: I moved and transferred ownership of my Verizon Internet account to my roommates girlfriend. I specifically asked if there was going to be an early termination fee, and I was told no. This is the reason I transferred ownership. Had I known that there was going to be an early termination fee, I never would have transferred my account. I would have kept my account and just changed the address. Since I was informed that there was not going to be any fee for transferring the account, I decided on doing that. Now, I am trying to get new Verizon service, and I am told I have a balance on my name due to early termination fees. I am very upset with this since I was misinformed by who I talked to. Verizon needs to better inform their customers regarding transferring of account ownership. They refuse to do anything about this balance even though the representative misinformed me, and told me completely wrong information.Desired Settlement: That the balance I have on my account is waived

Business

Response:

Verizon noted that this customer had been incorrectly billed

an early termination fee. The customer was contacted and advised that the

billing was credited in the amount of $112.50.

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 signed up for service a week ago I was told I needed to be home for instal no problem I took off work, they said between 8 am and 5 pm 5pm I got online it changed to that Saturday then I was upset, then it was 11 to 12 then 3 to 4 then 5 to 6 mind you the guy a me at 3,45 and never came I our home at all, then I signed up with a message rate plan I called the next day to change it to unlimite local I called 7 time between 2 days and as of the Seco d day at 9,46 pm it still on old plan, I talked to 2 billing supervisors also who said no problem it's taken care of.Desired Settlement: Some kind of credit as I was out a day of work and they never showed and Saturday when they did show they never came in so I didn't even need to be there as I was told somone over 18.

Business

Response:

Please be advised Verizon added the lifeline plan on August **, 2015 with an effective billing date of August **, 2015 when we received the signed papers. I spoke to [redacted] today to confirm this information and no further assistance needed. . We trust this provides your office with the information required in this matter. Thank you, Ms. Morse Sr. Analyst Verizon Executive Relations

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:

I want my account deleted and 0 balance, I am done messing with this company, I was told before I placed the order I would be getting a $20 charge on top of my Phone bill charge which would be around $40 max well I got my bill for $100. This is not going to happen, also I was told plus I have an email stating I would be getting the install on a tht Friday which turned into Sat I took off a day of work for nothing then sat cam said they would be here between 8-5 then between 11;45-12;45 then 2;35-;335 and so forth till he came close to 4pm. I HAVE NOT HAD NOTHING BUT A BAD TIME WITH THIS COMPANY! I only wanted it for a landline for 911 in case of an emergency I already have a phone voip with unlimited everything for 3 years now. I have told verizon 2 time I wanted my line disconnected and its still on so go figure.

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

Sincerely,

Business

Response:

Please be advised Verizon placed an order to disconnect the services after [redacted] confirmed via email that he no longer wanted Verizon services. The order was placed September *, 2015 and will credit for services back to August **, 2015 (date of installation) on the final bill. A manual credit was applied for the connection fees as well. This will negate all charges for the account. We trust this provides your office with the information required in this matter. Thank you, Ms. MorseSr. AnalystVerizon Executive Relations

Consumer

Response:

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

Sincerely,

Review: My complaints include customer service issues, poor service, and contract issues.

I received an unsolicited call from a Verizon representative in February about switching over to Verizon. Although I wasn’t looking to switch at the time, I was informed that Verizon would give me a comparable price for the same package I had with [redacted]. At the time, I had the top-of-the-line X1 platform triple bundle with all the movie channels and the ability to record several shows at once on the DVR. I was on the phone with the agent for a good hour as we discussed the different options and prices to make sure I would have everything I’d had with [redacted]. I agreed to switch over.

The Verizon installer hooked us up to FiOS the afternoon of Thursday, February **. I noticed the next night that HBO was not working. So I called Verizon to rectify the problem and was told that HBO was not included in my package. I was extremely unhappy. When I’d talked to the first representative about switching over, we had discussed that I watched Game of Thrones on HBO and was very clear I was keeping all the same channels, including HBO, and the same package options I had with [redacted]. Even though I explained the situation to this next representative, I was informed that the best he could do was give me a year of HBO for free. I told him this was not the agreement I had signed up for. I was supposed to be getting the same deal I’d had with [redacted], and just one year of HBO wasn’t the deal I had signed up for. The representative refused to do anything more for me, despite my dissatisfaction.

The next issue we noticed was that our shows were not getting recorded. It turned out we could only record two shows at a time and we couldn’t watch another channel at the same time. I had very clearly discussed with the first representative that I wanted the same DVR service I had with [redacted] so I could continue recording several programs at the same time. At the same time, my oldest daughter was complaining that she’s trying to watch [redacted] in her room and she keeps getting kicked out. At this point, I’d had it and let Verizon know through their customer service survey all the many ways they'd failed and lied to us, to which I got no reply. Apparently, Verizon doesn’t read their surveys or don’t care, so why put them out there? Their customer service was completely inept.

So it’d only been a week and I called and let them know I was fed up and going back to [redacted]’s first available day to come out and reinstall my service was March **, which I eagerly accepted.

So then Verizon had the audacity to send me a bill for $384, including an early termination charge. My first thought was this is just a mistake and a phone call will clear things up. I explained the whole situation about not getting what was agreed to, and I’m told that they’re “sorry about that” but according to their records I didn’t cancel until March **, day 15, so I owe it. (There's a 14-day trial period). I reply that “sorry about that” would mean actually making the situation right, which would have been giving me the package I was supposed to get (and negating the need to switch back to [redacted] in the first place). I told him to go back and listen to the initial sales call and everything I had been promised and agreed to, and I was told they only keep those calls for a month and they’re deleted, despite the fact I’d already complained about my service… How convenient for Verizon!

I was also told I should have reviewed the email I received about the package I was getting. Really?! After spending an hour on the phone and reviewing in great detail exactly what I was getting several times?! So, I can’t trust what Verizon tells me on the phone? And not that it should even matter, but to me, saying I had service for 15 days would imply that there were 15 24-hour days, which there were not. Very shady business in my opinion, Verizon.

I have talked to a couple customer services representatives now to no avail about removing this early termination charge. I am utterly disgusted with Verizon and their complete disregard to make things right. Not only am I not going to pay the early termination fee but I’m not going to pay any of it, as they didn’t deliver the goods as promised (breach of contract). The service was poor, I missed shows that never recorded, and it was a disruption to my life and a big waste of my time. I can understand that a sales rep may still be training and make a mistake but having the chance to fix it and deliberately choosing not to, on top of being rude about it, is very bad business indeed! And now I have to deal with Verizon sending this to collections. Disgusting.Desired Settlement: I want Verizon to credit my bill, remove it from collections, and if necessary, fix my credit report.

Business

Response:

Upon further review of the transaction between the Agent and the customer, the customer's account was adjusted for the Early Termination Fee and there is a balance for service provided from the date of installation to the date of disconnection. An email was sent to the customer advising of the balance and if it is paid within a 30 day period of adjustment posting to the account, the account would be eligible to be removed from their credit report; otherwise the past due charges would remain as an unpaid collection. The customer was provided with their account number and address to mail the payment.

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: Since March, I have had nothing but issues with Verizon regarding my internet and landline service and billing. Because my mother had passed away, I called to remove her name from the account . They said this was no problem, but it has been nothing but a nightmare! During this call they offered me free internet upgrade for a year, which I accepted. But then there were connection issues and after dealing with their customer service reps on three occasions, I canceled the upgrade and requested my old internet speed because it just wasn't worth the hassle. But then there were issues with my old speed as well. First I was told that there was no service ordered; that took almost an hour on the phone to "correct". Then they said I wasn't authorized (only my mother was). Then they said that, because they cancelled my mom's account, there was (again) no existing account or service ordered. Then they "fixed" that but I still wasn't authorized to view the account online. Then they "fixed" that and ever since, I've had nothing but issues with their billing. Their website is not up-to-date with billing/amounts due; their paper billings are (at best) extremely misleading/confusing and (at worst) fraudulent (The are now telling me I'm in arrears even though I paid exactly what their website told me I owed--which was an even HIGHER amount than their phone rep told me!). I have also received voice mail from their Broadband Service Dept informing me that I've been overpaying and that a credit will be issued, but no one seems to see this when I call for support. Their website has an option to request a phone call from a live agent. I used this option on July *, got an automated call asking for info so they could better direct my call, and then I sat on hold for well over half an hour because their billing offices were closed for the holiday! THEY called me per the online request and their prompts NEVER informed me they were closed. The only way I found out was from a brief [redacted] conversation with one of their reps who couldn't answer any of my questions. Moreover, they have untrained/uncooperative customer assistance who aren't even able/willing to connect me with someone who can help and they have excessively long wait times. I have spent well over 15 hours on hold these last few months. My calls have been disconnected and their reps have refused to transfer me to a supervisor when the rep has been unable to help me. I'm now terribly worried that all these billing issues will negatively affect my credit score.Desired Settlement: I would like my account updated to accurately reflect what my balance is and for there to be no negative impact on my credit history. I would like their billing to be more transparent and not include retro-billings without any explanation. I would like their customer service reps to be more knowledgeable or more willing to connect me with someone who CAN answer my questions. I would like their reps and their website to accurately reflect my most up-to-date balance. I would like their reps to answer in a more timely matter. I would like for there to be someone I can contact at Verizon (rather than going to an outside agency like the Revdex.com) if my issues aren't being resolved in the future.

Business

Response:

We spoke with [redacted] and apologized that her bill is not correct. She was issued a credit of $42.48 but it did not hit the June bill. Her current bill does not have the HSI charges on it. The bundle had fallen off. We did an order to add the bundle back on. We will follow up on the next bill to make sure she has the 49.99 double play and that the 42.48 credit has been applied. We did advise her that she will be billed for the HSI service from june on the july bill so to expect a higher bill. We will contact her via email once the 7-**-15 bill comes out to make sure its right. [redacted] is satisfied

Review: Verizon was supposed to transfer our business services and failed to do so after numerous delays. After I canceled the Verizon order , Verizon went ahead and transferred my 12 phone numbers and left my business stranded without any telephone services. I timely canceled all orders and they went ahead and transferred my phone service without my permission.Desired Settlement: Verizon is to give back my phone services and cancel any billing since they provided no services at all. Verizon cause me to lose five business days of incoming telephone calls without compensation.

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:

On July ** we ordered Verizon service. We've had nothing but problems since that time. Verizon did not timely transfer our phone numbers so we lost phone service at my law office for about five days. I previously filed a complaint and withdrew it once we got our dial tone back but we still continue to have problems with Verizon service. Verizon service promise to have our caller ID reflected on all outgoing lines and the still has not happened. Verizon was supposed to fix this problem on August * and my staff continues to waste time calling clients from unrecognizable phone numbers resulting in many hours of lost productivity. Verizon has been unresponsive in fixing this problem. Deliver services as promised.

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

Sincerely,

Business

Response:

Research determined that the Billing Telephone Number (BTN) [redacted] was active with the previous provider from July [redacted] thru August [redacted], 2015. On August **, 2015, Verizon activated the BTN [redacted] to Verizon service. Please note Verizon does not compensate for loss of business or time. On August **, 2015 I spoke with [redacted] and relayed the above information. During this contact, [redacted] acknowledged that he decided to port his lines to Verizon and that the issue was resolved. As a courtesy, a credit in the amount of $100.00 will be issued to the account. The billing statement has not generated at this time. Once the billing statement generates the credit will be issued. Please allow 1-2 bill cycles for credit to post to the account. 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, Stacey M.Executive Customer Relations

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 have spent hours on the phone communicating with Verizon about an error in my billing. The issue is over a package upgrade that was ordered due to a faulty cable box. The order was immediately canceled, and I was told that all charges would be reversed; however, after three months these changes have not been reflected on my bill. Every month I spend hours on the phone contesting the charges and receiving reassurance that the plan has been switched back to its original state. Yet, every month I am billed at the higher rate. All of this can be supported by written communication I have received from the customer service supervisors who have been handling my problems. I have wasted hours and been openly lied to about the resolution to this problem that is not going away. Please help.Desired Settlement: I would like to be billed at my original rate and I would like some type of restitution for the time I have wasted dealing with the ineptitude of Verizon's customer service department. Most importantly, I want the problem to be solved with true finality. No more monthly phone calls.

Business

Response:

Please be advised Verizon Billing Specialist spoke to [redacted] August **, 2015 to review the account. She confirmed the June and July bills generated without the necessary discounts to get the rate back to where she was. She was advised the amount to pay for the July and August statements and placed the order to add the discounts. She will follow up on the September statement to assure the billing is correct. [redacted] has a direct number to her should she have any other questions on the account billing for September. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

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.

Review: I changed the banking information for automatic payment withdrawals on the Verizon website about 3 or 4 weeks ago, which is reflected on line. I checked my old account today and noted that Verizon withdrew my phone payments from the account which I deactivated which has caused me to have additional finincail fees, I really cannot afford. I am being charged for overdraft fee and an insufficient funds fees.Desired Settlement: I am asking that a credit in the amount of $111.81 be credited to my account as I now must pay these additional charges to [redacted] when I as a consumer did my part and updated the information online in a timely fashion. I have had to spend quite some time both online and on the phone trying to work this out with Verizon to which they are not willing to cover any of my fees.

Business

Response:

Verizon reviewed the customer’s account but found no record

of an account change for her automatic banking payments. The customer was

contacted and she advised that she re-contacted Verizon on 6/**/14 to process

the change again. Verizon credited the customer’s account in the amount of

$78.16 as a courtesy.

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,