Verizon Communications

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]

I would like Verizon to bring back The Weather Channel.

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.

The absolute worst customer service experience I've ever had. Intolerable phone menu, 15 minute wait times, passed from person to person. All I wanted to do was receive a box so I could return my equipment...the box you said was going to be automatically sent to me...but never was.

So glad to leave your service.

Re: account numbers [redacted]

DISPUTE

Receivables for Performance Management [redacted]

Verizon

President’s Help Desk

[redacted]SSN**

January **, 2016

To Whom It May Concern:

I am enclosing photocopies of the correspondence and check copy that was mailed to Verizon at their PO box in Albany New York, certified, return receipt. I am also enclosing a copy of the returned receipt.

The above was sent in mid December, shortly after I spoke with someone at Verizon regarding my bills, the confusion thereof, and the misleading information I received each time I called.

I spoke with Verizon in August, September, October, November December and finally today- January **, 2016. Today is the first time that I received a full explanation, with courtesy, respect, clarity, and accuracy. I have been trying to pay my “final Bill” since September- I have received multiple bills, each one different, 2 different account numbers and various opinions. I was told in October to wait until November for a final statement, then when I questioned the amount due, I was told I would actually be receiving a credit and to not pay anything until my final statement in December. I sent my check in December for the final payment, which was never cashed (yet). I received a bill from Verizon yesterday, and so I called today to find out what happened to my previous check only to find out that the bill was sent to a collections agency (who’s representative was very rude at the beginning.)

I have been in a service business for over 20 years. I would never have dealt with my customers the way Verizon has dealt with me. Communication, and correspondence are key to good customer relations, and build trust. I guess at some point a company becomes so big and so entrenched in technology that the customer as an individual becomes unimportant. This is a most unfortunate way to run a business!

I am enclosing now a check in the amount due, I expect this matter to be financially settled. However, I will not consider the behavior on the part of Verizon to be ignored, and I intend to bring this matter to the attention of the Revdex.com at the very least. I feel strongly that Verizon has probably the worst customer service of any company that I have ever dealt with. Imagine trying to pay your bill, being told not to, then being told you will be getting a credit, then being told your account is in a collections agency. This is no way to conduct sound business practices.

I expect to receive in writing from Verizon a confirmation that this bill is paid in full, and that I never have to hear from (them)you again.

And finally, I should sincerely hope that this will have no effect on my credit standing in any way.

Thank you.

Review: The bill has been incorrect for 19 months. In the past the bill has been corrected, now they claim it was a one time credit, when the credit has been issued for 19 months because of their error.Desired Settlement: Pay the same amount that I agreed too, There was a two year agreement at 99.99, now two months in they claim it expired. To rectify they agreed to issue a 20 credit each month for 24 months. Now they claim it was a one month credit. A one month credit for 19 months, does not make sense and they will not admit to the situation.

Business

Response:

[redacted] from Verizon’s billing office investigated and reviewed the customer’s account. She mailed the attached letter stating that The email that promised the discount was dated June *, 2012. The customer received credit on the May **, 2012 through your May **, 2013 bills. She has issued credits in the total amount of $62.92. This credit is to honor your $20.00 credit on your June **, 2013, July **, 2013, and August **, 2013 bills. The remainder of the credit was issued as a courtesy to bring your July statement to a zero balance.

The customer has now received a total of 18 months’ worth of credits between previous credits, and the credits [redacted] issued. Going forward, she has also added a $20.00 Valued Customer Discount for 12 months. This discount will begin with your September **, 2013 bill date, and continue through to your August **, 2014 bill date. Since you have now received 18 months of credit, and in addition the $20.00 Valued Customer Discount for the next 12 months, there will be no further credits issued to your account.

[redacted] provided her direct number for [redacted] to call with any further questions or concerns.

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 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,

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 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: In the closing of my Verizon Fios Account, [redacted], Dated Jan **,2015, I have been incorrectly charged with $75.56 of deferred payments for the dates of 3/**/2010 3/**/2010. There was no prior indication of missing payments (for 5 yrs). I attempted to resolve this billing error with multiple departments at Verizon by phone. I was bounced to different departments 4 times and cut off once. I endured the waiting multiple times to contact a real person. I was finally able to discuss the error with a Verizon Rep, [redacted] in Sales. She would not provide her ID number. Although I was on the phone with her for 45 minutes she could not locate the bill in question from 2010 or the related charges nor would she remove the 5 year old charges in question. I was able to find the March 2010 bill covering the dates in question in my files and forwarded to Verizon with a letter such as this one. The actual dates covered and paid from 2010 are 3/*/2010 to 4/*/2010. All deferred charges in question are shown on that bill and the bill was paid in full, via my on-line banking [redacted] (3/**/10). Verizon is in Error in this matter.Since this was my final Verizon bill (account closure) I was charged a prorated amount, partial month. $134.17 (Monthly Bill) 123.41 (removed) = $10.76 due to VerizonI paid that amount of my bill based on Verizons calculation minus the deferred charges in dispute, the amount of $75.56. (86.32 -75.56 = $10.76)I have sent my final payment for $10.76 to the Billing department [redacted] along with copies of bills in question and a letter describing.I also sent the same letter to the Correspondence Department in [redacted].Verizon has now sent a bill with $75.56 and stated they will go to a collection agency.

Product_Or_Service: Verizon Fios Cable Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Verizon must drop the incorrect charges of $75.56 and complete the closure of the account. I do not owe charges from 2010. Thank You for your help.

Business

Response:

A Verizon escalation representative spoke with [redacted] on 3/**/15. After review of his account, it was found that the $75.56 billing for service from 3/2010 was done in error. The representative has adjusted the charges in full. ?

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: Back in August or September 2014 I had spoken on the phone with a representative at Verizon (I called in) about an amount charged for $78.07. The representative told me that this amount had been billed incorrectly and had to do with my termination of their service (I think it was to be deducted from an amount that I had already paid). The amount, he told me, would reverse and that I should ignore the bill. So I did ignore the bill and now, having been contacted by a collection agency and looking at my credit report almost a year later, it appears that the amount has incorrectly gone into collection and negatively impacted my credit score in a significant way which is infuriating. I have disputed the charge with the collection agency and all three credit reporting agencies, but am unsure what else I can do given that Verizon is such a massive company with no accountability at the individual customer level. Yet another example of massive companies getting away with screwing individual consumers.Desired Settlement: I would like the amount removed from my credit report since the group ostensibly charging me the amount told me that I didn't need to pay it in the first place. I have worked hard to build good credit and am very sad and frustrated to see my credit wrecked as a result of Verizon screwing me.

Business

Response:

Verizon contacted the customer and noted that he hadreturned the DSL router within the 30 day window but he had never receivedcredit for it. Verizon issued credit of $49.47 for the DSL equipment and a latepayment fee and took the customer’s payment over the phone for the remaining balanceof $28.60. The account has been withdrawn from collection, and the creditreport deletion has been requested. It will take up to 30 days for the creditreporting agencies to update their records.

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: 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: 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: 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: I have previously filed a Revdex.com complaint with Verizon due to account access/billing/service issues. My account is paid up to date, however my service was shut off after the above incidents occurred as my payment lapsed. I am now being charged a $30 shutoff fee on my bill- I am not paying this fee. I contacted support numerous times about the issues above and was put through the ringer (misinformation, promised callbacks that never happened, inability to get through to support over the phone, you name it). I have emailed my complaints/Revdex.com contact through Verizon from last time ([redacted]) as of April [redacted] and again today- I have not received a reply. Chat support has no authority to assist me with eliminating this charge on my account. Phone support has absurd wait times any time I try to get through (on their site it regularly states they have heavy call volume and there are long wait times [redacted]).Desired Settlement: Remove the $30 shutoff fee for my account because I couldn't access my account information, support couldn't help me with it, nor could I even order features correctly on my TV due to "service errors" that continue to plague me to this day. If anything I should be credited for the absurd amount of hassle I've had to go through- this service is a nightmare.

If I will not be credited and or any other issues occur, I want my service contract cancelled and I will not be paying any early termination fees.

Business

Response:

Please be advised that subsequent to receipt and review of the complaint and the customer's account, I issued a courtesy credit of the $29.99 restoral fee plus tax or a total of $33.47. This credit will appear on the customer's May **, 2016 billing statement. I was unsuccessful in my attempt to reach [redacted]; however, I left a voicemail and sent an email that advised of this credit. I also provided my callback information.

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.Verizon is still unable to be reached over the phone and I continue to experience service interruptions (if the issue persists I will be requesting to cancel my contract as they are no longer able to manage or maintain their advertised service that I signed up for- this will likely require another Revdex.com complaint as Verizon will attempt to fight the early termination).

Sincerely,

Review: I have been a Verizon customer for roughly 8 years. The account is in my mother's name, [redacted]. When logging in to Verizon.com today (February **, 2016) to pay my bill, a message was displayed saying that I would need to renew my contract. I viewed the options, and selected what I wanted and committed to another 24 months. The last time I renewed was in early 2014, and the first time the new price was reflected in my statement was May of 2014. Since this was a 24 month contract as well, I should not see a change in the contract until May of 2016. The terms of the new contract include "Fios TV Extreme HD," "Fios Quantum Internet 50/50 Mbps," and "Fios Digital Voice - Unlimited Plan." The new pricing is to be $119.99 monthly for the first two months, $124.99 for the third month, and $139.99 monthly for months 4-24 (plus taxes and fees). I have screen-captures from Verizon's website to confirm this. When I received e-mail confirmation, it gave me an estimate for my March 2016 bill. As stated above, nothing should be changing until May 2016. Further, the price quoted for March 2016 (before taxes and fees), is $129.98. This is not the price of the contract I signed in 2014, which it should be, nor is it the price I am supposed to pay for the first month of the new contract. In fact, there is not a single month, in the old contract or the new one, when I am to pay $129.98 before taxes and fees. I also had a question in regards to an offer that was noted prior to agreeing to the contract. There were 2 separate "discounts" that each said they were good for 24 months. One was a "$5 Agreement Incentive" and the other was a "$15 Bundle Credit." I wanted to know if this savings of $20 monthly was figured in to the 3 prices quoted, or if they are in addition to what was quoted. For example, in the first two months, am I paying $139.99 - $5 - $15 = $119.99, or am I paying $119.99 - $5 - $15 = $99.99? I called Verizon to try to get these questions answered. Due to prior Verizon employees lying to me, I have found it necessary to record what is said. When I first signed up for Verizon, I was told in-person an exact price including all fees and taxes, and the actual cost ended up being significantly more. Every Verizon employee I spoke to after that said that Verizon would never quote a price with taxes and fees included, but the person who signed me up was very clear. Of course, I had no proof of the verbal contract, so I lost out. Secondly, 2 years ago, when I renewed, there were numerous cases of misinformation given to me, including my initial contract (made online) "disappearing" and then when I went to sign up again, the price was higher. This was eventually resolved, but took going to the Revdex.com, the FCC, and the Bureau of Consumer Protection to do so. When I first called Verizon today and was on the automated line, I was informed that Verizon would be recording me. When the associate answered, I informed him that I would be recording him. He stated that he could not continue the conversation if I was recording. I told him that I had been lied to by Verizon in the past, and that I just wanted a record of what was said. He continued saying that he would not talk to me. I asked for a supervisor, who basically repeated the same thing, and eventually disconnected the call. I asked the supervisor if Verizon viewed themselves as "better" than the consumer since they record me, but I can not record them. He did not even give me the respect of answering, but just continued saying that he could not speak to me if I was recording.Desired Settlement: Due to my prior experience of Verizon providing misinformation, I have no use for a call that I have no record of. I need my questions answered in a manner that I can reference if things mysteriously change once I am billed. If I can not record a phone conversation, then I would like Verizon to resolve issues and answer questions in writing to my address on file. In summary, I would like Verizon to assure me that my old contract (beginning in 2014), will be valid through (and including) my April 2016 statement, and that I will not be subject to the new terms and/or prices until my May 2016 statement. I would like Verizon to honor their advertised price of $119.99 for the first two months (May and June 2016 statements) and not the randomly generated price of $129.98. Finally, I would like Verizon to explain the issue with the $5 and $15 monthly discounts, as detailed above. Again, I would like all of this in writing to my address on record.

Business

Response:

Company records show that the customer placed an order online on 2/**/16. A confirmation email was sent on 2/**/16 to [redacted]. The confirmation listed the services the customer agreed to along with the order date of 2/**/16. Customers are notified via the website when term agreements are near the end, it is the customer’s decision if and when to renew the agreement. Once the new agreement has been accepted it will take effect on the order date.

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:

It was not made clear on your website that I would be cancelling a portion of my old contract in order to sign up for the new one, and when I initially logged in to pay my bill, the message gave the idea that it was urgent that I renew, and not that I would be better off signing up in 2 months. I hope that in the future you would make it clear on the website that the customer will be cancelling the old contract early, and provide the date at which the customer should renew if he/she wants to take advantage of the entire old contract.Although I am not satisfied with the answer, I do appreciate that you at least addressed that issue. Did you not find the rest of my questions even worthy of response? I ask that you please address the rest of my questions.

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

Sincerely,

Business

Response:

Credited 1.46 per the customer's request.

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 DSL speeds are artificially capped at 3.0mb/sec despite having a Verizon plan and line quality that supports higher speeds.

I signed up for Verizon’s ‘High Speed Internet Enhanced’ plan which has a range of Download speeds of 1.1 Mbps to 15Mbps. I am knowledgeable about DSL technology and asked some very specific questions of the Verizon sales representative about how the tiers work. Specifically, I asked about speed capping/provisioning. I was told that there would be no artificial restriction/cap on the speed I could get, that I would get the best speed that the line to my house could sustain. Given this assurance I signed up for the plan.

When the tech was here installing the phone line he tested the line quality. He told me that the signal to noise ratio on the line should support speeds around 5-7 Mbps if not higher. He said I needed to call to Verizon to make sure they knew the line could support higher speeds.

Taking his advice I’ve now placed 4-5 calls with Verizon and spent about 3 hours on the phone with various folks (many well intentioned) who due to internal systems can’t seem to set my provisioning higher. First the tech support people tell me I’m provisioned for 3Mbps (which goes against what I was told when I signed up for the service) and that I need to talk to someone in billing to get the provisioning changed. I told him that it’s the same price for up to 15Mbps and not a billing issue. He ultimately tells me he can’t help.

I spoke to numerous people in sales and billing. One of which spent an hour on the phone with me as she ran into the same circle of issues that prevent them from changing the provisioning in the Verizon system. She spoke to support where they told her what they told me – that it’s a billing issue. She told him that it’s simply an enhanced plan up to 15Mbps – changing the provisioning speed isn’t an option she has. She said she would call me back the following day with updates but I haven’t heard back. She’s the 2nd person to tell me they will call back to follow-up but didn’t.

In summary, I want the highest speed DSL line my line can handle under the Enhanced plan. This is what I signed up for. I was clearly told there would be no cap/limit on the speed up to 15Mbps. If the line could only support 3Mbps, I’d be ok with that, but it can support higher speeds and Verizon is incorrectly restricting my speed. I think this is a deceptive business practice. I assume the provisioning/capping/limiting is based simply on my distance from the switching office, not the true quality of the line…. And apparently changing the provisioning is proving a bureaucratic challenge with various departments claiming others have that responsibility.Desired Settlement: Fix the issue.

Provision my DSL account for the highest level it can receive based on it's actual quality (signal to noise ratio) - don't simply limit me based on my distance from the office. I expect the best speed I'm paying for, not the artificial limit that's on my account.

Business

Response:

[redacted], was advised central office showing 3M is the highest DSL speed

available unable to provision at higher speed. Unable to support higher than 3M

without impacting other customers.

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: 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.