Verizon Communications

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.

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

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

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

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

Business

Response:

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

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

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

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

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

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

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

3. Verizon need to be smarter in their service to stop overchaged people. It is common sense if I don't have a working phone jack, I don't need their service.

Business

Response:

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

Review: I called Verizon Customer Service line (###-###-####) as Verizon has not issued credit refund after closing account in August 2014. I asked to speak with a supervisor after customer service representative was unable to provide me with information. After briefly explaining the situation to a supervisor, I was told that I would be put on a brief hold in order to initiate a conference call with other personnel. I was put on hold for over an hour. The supervisor never came back on the phone and I was placed on hold for a total of 1 hour and 53 mins. The issue with my credit refund is still not resolved.Desired Settlement: Expedite my refund. Refund should have been issued by September 2014.

Business

Response:

This is in response to the complaint by the customer concerning the status of a refund in the amount of $197.07 that was due to the customer. On December *, 2014, I left a message for the customer advising that the issuance of the refund has been expedited and a refund check in the amount of $197.07 should be received within 7-10 business days.

Review: I contacted Verizon several times about an issue and was told a full credit would be issued, however when transferred was told only 1 month would be.

I have contacted verizon several times about one of my boxes not working. I have been billed since opening the account in August/Sept. when I spoke to the tech he stated he would generate a ticket to have the account credited since the account was open and told me he would have to transfer me. When I spoke to [redacted] she and her [redacted] both stated they would credit only 1 month due to me only calling today. I have sent emails, done the online support and called over the past months. I should not have to pay for a service I have not received. My account # [redacted].Desired Settlement: I want a refund plus several months credited for all the hassle. I have had fios for several years and currently have Verizon as my cell service which I have also had for several years. It is not my fault that your system does not record all of the contacts between me and your company.

Business

Response:

A Verizon representative spoke with [redacted] 12/**/2014. Customer had issues with one set top box since August 2014. The representative issued credit for months August, September, October, and November, (December had been previously issued by customer service.) Total for each month is $7.99 plus .56, $8.55. Total credit issued $34.20. [redacted] was satisfied with this resolution.

Review: FIOS service was installed 1/*/15, but the phone (my primary phone) does not work, the TV works from time to time, locks up... Issues with quality of the install, My FIOS does not work, can not watch anything on laptop.......

Since the install we have called once or twice each day, but we receive no response or assistanceDesired Settlement: Repair immediately or disconnect immediately and refund all fees and charges so I can return to [redacted]

Business

Response:

Investigation determined the service had been installed on1/*/15. The customer contacted us on 1/*/15 to report dissatisfaction with theinstallation. A technician returned on 1/*/15 and resolved issues. We contact customer on 1/**/14 upon receipt of thiscomplaint and customer confirmed services working fine now and satisfied. We apologize for problems encountered and thank customer forbringing this to our attention. Tell us why here...

Consumer

Response:

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

[Your Answer Here]

I suppose enough is enough, but I must tell others about Verizon's lack of response and lack of quality service. They claim -

"We contact customer on 1/**/14 upon receipt of this complaint and customer confirmed services working fine now and satisfied"

This is not at all accurate. We told them that the TV and phone were working at that moment but that there were another issues just recently. We also still had/have issues with remote (PC) access. Little was done about the sloppy quality of the install (wires and boxes). We also received a bill higher than quoted. Of the many hours we have spent calling and being on hold, only on representative actually made progress - for this we are extremely thankful. I authorize the Revdex.com to close this complaint, but I can not agree with Verizon statement that that we are 'satisfied'Perhaps Verizon will contact me to resolve the lingering issues and billing error

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

Sincerely,

Business

Response:

We apologize for any misunderstanding. Customer issues werereferred back to installation with area foreman leaving a message for customerto contact him directly to address any concerns with the installation work. Wealso had tech support escalations leave a message for customer to contact themdirectly to address any issues with the internet service.

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.

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

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

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

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

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

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

Sincerely,

Review: Service NEVER worked properly. I was told I would get a full refund and yet I am still being charged even after cancellation! Managers are not availab

In January service was ordered. Phone number ###-###-#### was provided and we requested to port our current phone number. The port was never successful resulting in our phone not working properly. On 2-**-15 I cancelled service due to continued issues with service (cancellation #[redacted]). As of 5-*-15 I am still being charged. I have spoke with numerous agents and was told countless times I would be contacted by a supervisor; I was never called back. I was promised I would have no problem receiving a full cash refund in the amount of $74.09 which is what I have paid. My bill is now at a current balance of $172.24. Not only am I not receiving a final bill, as I was told I needed to wait for, I am currently being billed when I have already cancelled service. I called on 5-*-15 two times, which I have waited on hold for 40 minutes each, just to be hung up on and ignored. Every time I have called and asked to speak to a manager they are never available and there is nobody that can help me. I am at a loss and have no other choice than to contact the Revdex.com and/or proceed with litigation.Desired Settlement: I am seeking a balance of $0.00 and a refund in the amount of $74.09.

Business

Response:

[redacted] Thank you forreferring this case of [redacted] to our office for review. We appreciateyou bringing this matter to our attention. When reviewingaccount we are showing this account was established under the name of [redacted] on January **, 2015, and completed on January **, 2015. On Feb **,2015 customer called Verizon asking to disconnect services; however, due tosystem issues, Verizon could not finalize account at that time. Verizon issued acredit for the total bill in the amount of $172.24, since services neverworked. We also issued a credit in theamount of $74.09 for the payment she made; this way she will receive $74.09 asa refund. Since we do not havea valid contact number to reach [redacted], a letter will be mailed withresolution. We apologize for anyinconvenience this may have caused. We trust this information will assist youin closing this case. Respectfully, [redacted]Verizon SW ExecutiveRelations

Review: I moved on October [redacted], 2014. Previous residence had Verizon FIOS and I made appointment to discontinue service at this location, to be moved to new location. When technician arrived at new residence, I was told that the new apartment was not wired for Verizon FIOS and could not be installed. I then switched to [redacted] and have been a client since. Verizon has continued to bill me. I contacted them on SIX separate occasions, each time speaking with a new rep and being assured the situation would be rectified. Bills continued to be sent to my new residence despite no longer having service. They have now sent these bills to a collection agency, and it will affect my credit.Desired Settlement: Bill should be cancelled.

Business

Response:

Our investigation determined the customer was billed inerror for services at the new addressed. We issued credit adjustment for the full amount outstandingbringing the charges owed to a 0 balance. The account was pulled back for the outside collectionagency and all collection action ceased. We sincerely apologize for the problems the customer hasencountered and appreciate this being brought to our attention.

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: 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

Review: Sales rep Angela completed the sale. She asked if I possessed a "router". I answered yes. No further inquiry to my already existing equipment or it's compatibility followed. She stated my package would arrive jan11 and ready for self installation on my fios ready home.

Package arrival with no "modem".

CustServRep Eddie jan** @ 10pm transferred to tech dept. No resolution.

CustServRep Rane jan** @ 11pm refused to transfer to supervisor and refused to find solution, finally transferring to supervisor placed on silent hold, call dropped.

CustServRep Rane jan** @ midnight pretended to be a different "rane", had me explain issue from beginning, transfer to supervisor, call dropped.

CustServRep Christian jan** @ 1am relayed to supervisor, began to offer half off modem discount, call dropped.

CustServRep Sel placed order for in store pickup of modem with discount, sent me email confirmation. Email states: shipping modem at higher price than discussed.

Supervisor Karen jan** @ 11am states able to place new order for store pickup and I must return already shipped modem when it arrives. ....

Then states unable to make store pickup because SEL set-up delivery and unable to change in system.

All began with a horrible misunderstanding of what a modem is and router is and required compatibility.Desired Settlement: A small discount is deserved.

Services and equipment ready to use is necessary ASAP. (Jan** today)

Business

Response:

According to our records, a Verizon representative spoke to [redacted] on January **, 2016 and apologized that he had been incorrectly advised that the 'router" he has would be compatible with Verizon FIOS. [redacted] went to our local store and was given the correct router at no charge. The Verizon representative sent return labels to [redacted] so he can return the router that was shipped to him.

Review: Verizon Customer Service and Billing is horrible. It took me almost 6 months to get credit for an equipment return. After I got the credit, I was told that my account was in the positive and I would not have to pay for several months. I was notified today that my services are being disconnected unless I pay 683 bucks for my home phone. I called in to find out why I owed 683 bucks on a home phone and I was told that I had an old balance that was on my account since December of 2014 when I disconnected my cable and internet. First of all, my fiance paid all of the balance that was left on my Verizon internet and cable account. Also, I have called in several times prior to today to speak about account charges and the equipment charges and NOT ONE OF THE OTHER REPS MENTIONED I HAD AN OLD $190 charge on my account. As a matter of fact, the last rep told me that I had a large credit and was good for several months. I asked for a supervisor today and spoke with [redacted] who told me that there was a system error and the same day that they processed my credit for the equipment return there was a claim on my account for the equipment so it appeared that I had a credit. She explained this as if it made sense to me. Why cant the customer service representatives give accurate information? If there was a computer issue then why do I have to pay late fees when I was told I had a 500-600 dollar credit on my account? Why was the service rep ([redacted]) the first service rep to tell me that there was a $190 charge from 2014? Verizon customer service has wasted a good 3-4 hours of my time. This is how long I stayed on the phone with them in the last year. I am beyond frustrated. I asked for my statements since I started service with them, and I was told I could get the last 12 months for free but if I wanted to go back to 2013 I have to pay them for each statement. Really? I have had such a bad experience with Verizon. They are great getting you to sign on but not so great when you terminate your service with them. I also have wireless service with Verizon and will be switching to another carrier. Honestly their wireless is not all it used to be either. Im sorry I had such a bad experience. If you choose to go with Verizon, BEWARE! They are like a bad marriage, they will put on the dog and pony to reel you in and when you are ready to leave them because of bad services they take you for all of your money!Desired Settlement: I would like someone to please go back and listen to my hour long recorded conversations that I had with Verizon reps. I need someone to hear them tell me that I have a credit on my account and would not have to pay for a while. I would like an explanation. I would like the late charges removed from the computer error.

Business

Response:

Upon receipt of this complaint we made multiple attempts to contact customer. The voicemail has been full since day of receipt on 1-**-16. If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####.

Review: An order was placed for a second phone line on 11/*/15. The phone line already existed and was operational until disconnected in 2010. The address of the house was changed by [redacted] from [redacted] to [redacted] since the original installation of the existing line. This was explained at the time of the order and to make sure the line was not installed at the incorrect address. Verizon asked the someone stay at home for the phone to be installed on 11/*/15. No one showed and no one contacted us. When I called Verizon on 11/*/15 I was told the line was installed at [redacted], the wrong address. Several phone calls have been made trying to resolve the problem, 11/*, 11/**, 11/**, 11/**. 11/**, 12/*. Since Verizon was unable to deliver the service, the order was cancelled. We are still receiving bills from Verizon for services we never received!. How is it that a bill can reach my home and the service cannot be connected. I have spent more than 20 hours on the phone with wonderful Verizon representatives, Barbara from Allentown, Afina, Melissa from Wilkes-Barre, Cheryl from Ohio just to name a few. All of which have been wonderful people. It appears the processes are the problem, although we were told it was a coding problem, it was a technical problem, etc. etc. Unfortunately Verizon was unable to resolve. A bill just arrived suspending my services. How do you suspend services never installed? I can see where this is headed and it will go to collections and ruin my credit. How does one get through to Verizon? I have been assured by three representatives that there will be no bill and this will not run my credit, however I have now received 3 bills and a suspension letter. I need help resolving this matter.Desired Settlement: I want Verizon to correct this situation before it ruins my credit. They need to stop sending me bills and threatening my service of which they never installed. and billing me for it!

I need a letter from Verizon that this is resolved once and for all. I'm not sure how they stay in business. Unfortunately Verizon cheated themselves out of business since they were not install this line at the correct location. I have two boys in the military and we were hoping to have this line installed before Veterans day but had to make other accommodations since Verizon was unable to provide us this line and service.

Business

Response:

On 1/**/15, a Verizon customer service representative spoke with the customer and explained there were no bills and the account does not have a profile. The representative advised that no credit could be issued without the bill. The representative also advised that she issued a ticket for the disconnect order with an effective bill date of 11/**/15, the date of installation.

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:

This is not exactly what happened. Katrina attempted to contact me on several occasions. I was unable to return her phone call as her mailbox was full. Today when we connected she said she was unable to process the complaint as she didn't have the account number. I not only had to give her the a couple times but portray the entire 8 weeks. Although she was kind and promised what other representative especially have and promised age would return the call with a resolution she did not. Therefore I have to assume not resolved as in the past. I would like some confirmation that my credit will not be ruined and this is actually resolved. I appreciate everyone's attention to this matter. Have a nice day. Best Regards [redacted]

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

Sincerely,

Business

Response:

Verizon has reviewed this matter further. Records show the bill date for the account is the [redacted] of the month and the service was disconnected on 1/**/16. Records show effective bill date credits are back to 11/**/15. The final bill has not been issued. The final bill for this account would be in our systems 30 days from 1/**/16. The final balance should not reflect a charge. Verizon representatives have made several attempts to contact the customer to discuss this matter with no success. Verizon has provided our contact information via mail. We will be happy to reopen this case once the customer makes contact.

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

Review: In April 2016, I moved to my new apartment. I placed successfully ordered online for Verizon FIOS TV and Internet, with a scheduled installation date of April [redacted]. Verizon's strike started April [redacted], but I never got any notification that there was an issue with the scheduled installation date. I take an entire day off from work, waited at my new place most of the day with no contact from Verizon. Only after calling them was I informed that the install would have to be rescheduled due to the strike with a earliest date of 21 days later. I ended up going with Cablevision at that time.

A few weeks ago, I placed a new order for Verizon service online, and my order was placed on hold because the system could not validate my identity. I had to call a number to speak to someone from their credit verification team who then said I would have to fax in a copy of my identification in order for this order to proceed. I inquired to why this was the case when I had placed a order successfully less than two months ago. I didn't get much of an answer but was asked to send in this info via fax. I did do just that and called them back. They received the fax and released the order so it could continue. I next spoke to a representative from another department about scheduling my installation date. I was then informed I would have to pay a $250 deposit for service. I repeated my concerns with this as there was no such requirement on the previous order. The rep said that fee would have to be paid in order to proceed. I requested that this order be cancelled as there is no legitimate reason as to why I am now being treated this way. I strongly recommend to my friends to stay away from Verizon.Desired Settlement: I would like a conversation from a senior person in the management team. This behavior and treatment of me as a potential customer was completely unacceptable.

Business

Response:

I spoke with customer on [redacted] and apologized for the complications with his orders. I offered to have a new order for service placed. Unfortunately, at this time the customer did not agree to place a new order.

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:

A new order that goes through this same process with not enough details of current problems does not resolve my original complaint. I would rather stay with another provider of internet and television service as there is no compelling reason for me to attempt this again.

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

Sincerely,

Hello this is reguarding [redacted]. And her son [redacted] account.back in I wanna say [redacted]. And current.I had an account [redacted] my contract was honored opted of service do to lost phone.but verizon was noted not only by me but my mother had problems too with 3rd parties threating to come over to jogsite to collect on overpayment.that they created.I have a simple solution for both parties..verizon offer [redacted] a family pack of 4 samsung galaxy s6 with a two year agreement. 0 DOWN $99.99 A MONTH. THANK YOU FOR YOUR CONSIDERATION.

Although the verizon services are fine, as good as other cable and internet providers, just hope you do not need to use customer service and that nothing goes wrong. You will spend hours on the phone constantly getting transferred to different departments that tell you they cannot help you. They screwed up my name when they started the service and I spent several hours on the phone the next day giving them information to fix it. I thought it was done until two months later I tried to add a channel to my service and found out I could not because the issue was never taken care of. I then spent more than two hours on the phone and was transferred 5 times, had two people hang up, and had one customer service representative just breath heavily into the phone. Now I am told they need to submit a ticket that will allegedly take 5 to 6 days to clear through the system. All this for just trying to add [redacted] and watch Game of Thrones. It is no wonder why people will now just directly sign up with [redacted] now that that is a possibility. We will see what happens, but Verizon has offered me nothing to compensate me for the wasted hours of my life and its inability to help me solve a problem it created.