Verizon Communications

My home landline number has been the same for almost 30 years. Recently my services were disconnected by Verizon without prior notice, to my knowledge. My payments are always on time, they are deducted from my checking account. I am a physician. After calling Verizon from my cel. phone I learned that they suspended my service because they were changing technologies, going from cooper to digital. They pushed intensely for me to get Fios. I refused on the basis that they don't offer Channel 1. I told them I just wanted my phone restarted. They sent a technician, who understood my need and reconnected my line ( cooper), and my phone worked for about an hour and I was disconnected ever since. Another technician was dispatched, and he "suggested" me to switch to [redacted], as it is my cable provider and they could provide me easily with phones services, as comparing with a 5 hour extensive wire installation required for Fios. However I found out that if my phone was not operational ( it remained disconnected by Verizon), I could not have [redacted] or any other carrier to take over. Further calls to Verizon resulted that I had no option but to stay with Verizon and accept their cumbersome installation, in order to retain the number that, once again, has been my main form of communication for 30 years. I feel that Verizon gives me no choice, inspite the well know fact that my number is mine, and I should have the freedom to choose carriers without giving up my phone number. I am still waiting for the 3rd installer to hopefully re-connect my services with their new technology. I feel trapped by Verizon and without options. Needless to say, I am disconnected from everyone attempting to call me, nor I can make any calls ( no dial tone).

Review: To whom it may concern: Hello, I am writing to you today, as I am at my wits end with regard to Verizon. Here is a brief history of my situation, and I am sincerely hoping that you can help me. I have been a Verizon customer on and off for over ten years. I have had my phone's both wireless and land line through Verizon, as well as my internet service; In November 2011 I bundled up and received their three year promotion of internet, landline, and Fios TV for $79.99 a month. On October **, at 445 pm I had called Verizon to see if there were any upcoming promotions, as my contract was running out. At this point, I was informed that there is a restriction on my account. Needles to say I was concerned, because I know that my payments have been up to date. When I inquired about this restriction, they told me that this was because of a bill that was not paid for from the year 2000. They then asked me the last four digits of my social security number, which did not match the social security number they had on file as owing this outstanding balance of $200.00. I had explained to them that they have the wrong person, and that I want that restriction taken off of my account. The customer service agent on the other line stated that If I bundle with them, they will lift the restriction I informed her that I did not want to bundle; I want that restriction taken off my account, as it is not me. On October **, **, and [redacted] I received letters from Verizon all stating that I still have a restriction on my account. I called them again after each letter received and was sent me to several other departments, (billing, accounts verification, etc) who all assured me that this restriction would be lifted, however, when my I was forwarded back to the Change Review Team I was told that the restriction could not be lifted by them and that it had to be removed by billing, and accounts verification department, I informed them that these departments all verified that there should be no restrictions on my account. Again I requested a letter stating that my name has been cleared of any and all restrictions, as I reiterated that the social security number they have on file is not me. As a matter of fact, it belonged to my son who at the age of twelve years old his mother (my ex wife as of 1993) had fraudulently put in an account with Verizon. I told them that there is a police report to support this claim and this issue was resolved back in 2000. I again told them, that clearly it is not my social security number, it is not me, and therefore, before I do any business with you, I am requesting a letter stating that this restriction has been lifted. I was reassured that this would be done, over and over again, as I had called on numerous occasions for the same issue (1013, 1013, 1013, and 1013. I am becoming increasingly frustrated because they still have not resolved this issue. At one point in one of several conversations with the billing department, I had told them that I was going to call the Revdex.com to issue a complaint, when the customer service agent ([redacted]) then hung up on me. I called one more time, on 1013, and again, was bounced around from department to department, stating the same complaint, the final straw happened after speaking to a [redacted] whom I had been told was a supervisor in the Change Review Team department; "If you bundle with us, the restriction would be lifted I told her again, I do not want to bundle, I want the restriction lifted as it is not me. The response I received from her was incredulous, and is as follows If you pay the money that is owed, the restriction will be lifted Needless to say I was livid. I told her again, it is not my social security number, you have the wrong person. I realized at this point, and after several very long phone calls to Verizon, that I was getting absolutely nowhere with this company. As a result, I am writing to you, in the hope that youDesired Settlement: DesiredSettlementID: Other (requires explanation) I am respectfully requesting a letter from verizon stating that the restriction has been removed from my name and as well as my sons name. I also would like a letter of apology from the company for the inconvenience and treatment I'd received.

Business

Response:











































































Verizon lifted the restrictions to provision services for this customer. Our customer service team then tried to contact the customer with this information , but it was too late. This customer disconnected their services with Verizon on 1113. This case is closed.

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:

Thank you Revdex.com for responding to my complaint. The response from verizon is unacceptable. This seems to be a typical exaggerated response from them, As I'd received a letter from verizon on 1113 stating that I still have a restiction on my account. They had serveral opportunities to lift this restrictions prior to me terminating their service on 1113.

I was told that the only way the restriction could be remove is for me to rebundle my service with them. The only way to correctly resolve this is for verizon to send me a letter stating the restriction has been removed from my name and my sons name as well. Neither my son or I need this showing up on our credit reoport. I am also requesting an applogy from them as well. In addition I have a $13.00 credit coming to me from when I ended my service with them in november which I have not received yet. I am respectfully requesting your help me in resolving this issue with verizon.

Please contact me for any information needed and or questions you have.

Thank you. [redacted]

Sincerely,

Business

Response:

1/** Verizon Corp Security [redacted] contacted the customer and he is aware that the fraudulent account has been deleted. Customer is satisfied. Case closed. Thanks

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. I would assume that the reply from Ann at verizon should serve as evidence against any further issues with verizon? Thank you Revdex.com for all your help with resolvi g this matter.

Sincerely,

Review: I have been a verizon customer for more than 2 yrs. I lived in virginia and unbeknownst to me my service contract with verizon was created by their salesperson for 2 yrs.instead of 1 yr although my lease was for only 1 year. I moved back to ny in september 2013 (after my one yr virginia lease was up) I was told that I had to take a 2 yr contract with verizon because the virginia contract was for 2 yrs. and if I did not take the 2 yr. contract I would be penalized $200. so I took the 2 yr. contract. although there were issues monthly with the verizon service due to a problem with their network I paid my bill on time every month I am a disabled person and use a scooter for mobility. I was offered a garden apartment by my landlord to accommodate my mobility issues. this apartment is the same parking lot where my old apartment is.I called verizon to transfer my service to my new apartment that is directly across from my [redacted] address. I told the rep ([redacted]) that I did not want another 2 yr contract I want a continuation of my 2013 contract (that ends in Oct. 2015) as everything remains the same. the order # is [redacted]. I was not informed that verizon's policy is to automatically cancel out the old contract and automatically issue another 2 yr contract to the customer without their consent. I called to confirm my service would be a continuation of the 2013 contract & was informed of the automatic issuance policy by [redacted] ID #[redacted] and by [redacted] in the sales and service dept. a [redacted] told me that I could go as a month to month customer paying $144/mo. until 2015 but [redacted] advised that I would be penalized $120 if I went as a month to month customer. all I want to do is transfer my service without being penalized and being forced to extend my contract by verizon. as a consumer I have the right to choose with whom I do business; I do not wish to be held hostage to the deceptive business practices used against customers by verizon.Desired Settlement: I do not want to be penalized financially by verizon due to their deceptive policies. I want the remaining time on my contract which ends in october 2015 to to be transferred to my new residence which is directly across from my old residence. please help me with this issue. I have contracts with other businesses that don't squeeze money from customers. they just transfer the accounts to their customers new addresses. why can't verizon do the same without raiding people's bank accounts.

Business

Response:

[redacted]

Dear [redacted],

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 07/**/2014. In her complaint, [redacted] stated that she is unhappy with the contract requirements for her landline account. She is requesting her contractual agreement remains the same.

Upon receipt of this complaint, I completed a review of account number [redacted]. On 07/**/14, I spoke with [redacted] regarding her account concerns. [redacted] stated that she is moving to a new home across the street from her current residence, and she was advised that due to the move, her current contract will be extended for her home phone and internet service.

Based on the information provided by [redacted], I have determined that this complaint is a misdirected complaint, and it was intended for Verizon Communications, not Verizon Wireless. I advised [redacted] that the issues she was having were not wireless related. I informed her that she must file a new complaint to Verizon Communications, the landline company, and their Executive Office will address her complaint regarding any landline issues she is experiencing. [redacted] understood.

Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 7:00 AM – 3:30 PM ET.

Sincerely,

Business

Response:

Verizon spoke with the customer who advised things worked

out at the new location so she will be staying with Verizon and will keep the 2

year contract.

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 ordered service to our business- a [redacted]'s office affiliated with a local hospital. The order was placed 3 weeks ago. They sent 1 person to "splice a cable" and I have not seen anyone else since to install my service. I was promised our service would not be interrupted. I was promised call backs. Our phones were shut off on a [redacted] - a day where patients call our office to speak with doctors for severe emergencies. This phone is also used by the hospital. They call us all hours of the day to bring doctor's in for emergencies surgeries and patients who are in the emergency room. After being on the phone with them [redacted] and [redacted] (today) with no answer as when our phones will be back on we are going back to [redacted]. I have an office full of patients with no means to call [redacted] because we have no dial tone. We perform office procedures daily and need a way to communicate with [redacted] and need a phone.Desired Settlement: Verizon needs to release my phone lines back to [redacted].

Business

Response:

I spoke with [redacted] on 2/*/15. She verified that her phone service was working as of 2/*/15. She advised me that her data service was currently working through [redacted]. She wanted to get FiOS data service. I advised her per Verizon Engineering, FiOS would not be available until December 2015. I agreed to check the status of the data service to be provided by Verizon. She advised me that she was not sure if she wanted to change the data to Verizon as she did not want DSL service. A Verizon tech support representative contacted [redacted] to help get the data service set up. [redacted] advised that she did not want the Verizon DSL service and that she was returning her service to [redacted]

Consumer

Response:

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

[Your Answer Here]

That above is correct but I want to add- No one has called me to tell me if they can install DSL service. I have received calls from Verizon and explained the situation and was told someone would call me regarding dsl. When I originally put the order in I asked for internet and phone

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

I spoke with [redacted] today. She is more interested in getting Verizon's FiOS data service and not DSL service. I advised her that FiOS is projected be available at her location in December 2015. She advised that she would check back at that time and consider changing to FiOS Data.

Consumer

Response:

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

Review: In September, 2014 I contacted Verizon to get a quote for DSL internet services. A week later I contacted Verizon and told them that I was not interested in having the services installed anymore since I was going to be moving. I was told that the installation and the account would be cancelled at that time. When I applied for a mortgage recently I was shocked to discover that Verizon not only billed me for 2 months of service that was NEVER installed, they reported it to all 3 credit bureaus! I immediately contacted Verizon and it must have taken about 5 telephone calls to finally have my balance credited to $0. I requested that they delete the information from my credit reports since I am in the process of trying to obtain a mortgage. I then received an email from the customer service department stating that they were electronically submitting a request to all 3 credit agencies requesting that the account be deleted. I contacted the 3 credit agencies today and low and behold NONE of them had this request! Verizon, this needs to be taken care of immediately!Desired Settlement: DesiredSettlementID: Other (requires explanation)

Delete this account from my credit reports immediately! I spoke with [redacted] and [redacted] and all 3 told me that if you submit the request electronically that they will receive it and they can immediately delete and update my credit files.

Consumer

Response:

After numerous calls to Verizon and the credit bureaus, I was able to resolve this issue on my own.

Sincerely,

Review: Executed an order 3/**/15, on-line with Verizon for FIOS triple play. Order was accepted and confirmed at promotional pricing of $169.98 per month for 24 months. That included (Fios TV Ultimate, Fios Quantum Internet 75/75, Fios digital voice @ $75.00, seven TV boxes @ $52.99, Premiium quantum service @ $32.00 and router Gateway rental @ $9.99, totalling $169.98/month)

Verizon shipped new router/modem and shipped 7 new set top boxes. Service was activated on 3/**/15. On 4/**/15 received billing dated 4/**/15 for $266.67 monthly service. (basic package price not including fees/taxes other charges). The difference in basic monthly charge for service is over billed by $96.99.

Called customer service and spoke with [redacted] said I must be wrong and said I must fax him copies of my order. Claimed he could not see it on his system. The fax number is ###-###-####. I failed to get a direct call number. He claimed he would call me back by Tuesday, May [redacted]. Promptly sent copies of the order review, and confirmation pages, as well as the order confirm e:mail to the fax number.

Not hearing back, I called customer service again on May [redacted]. Was told I can't connect with a prior agent, however note on account shows something about a return phone call. Figuring the only way to reach [redacted] was to fax him again. I sent another fax to the same number [redacted] gave me with a note to [redacted] to call me on the issue. He called, got my cell voice mail and left message that he never got my faxed items, yet did not give me a direct call back number. As soon as I heard the message, I immediately re-faxed the documents to the same number with a note to please call me and provide a contact number. Not hearing back again, I sent another fax on May [redacted], attention [redacted], asking him to please respond. Nothing. Called customer service and explained the issue. They claim they can't locate [redacted], system does not show them the CS rep info. I explained the issue with price and bill again and the rep started to say that's not possible, I must be wrong. Totally disgusted, I hung up on her.Desired Settlement: Bill needs to be adjusted to honor the on-line executed price for the package at $169.98 per month for 24 months. That also needs to include a credit back of $96.99 for current bill I had to pay as it was due on 5/** as not to loose services.

Business

Response:

Please be advised Verizon IT was able to assist to honor the rate [redacted] was provided when he placed his order online. Manual credits will be applied for the months that have billed to date and a follow up is in place to confirm the rate is correct on the next statement. We trust this provides your office with the information required in this matter. Thank you, [redacted]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.

Sincerely,

Review: On Mar, * 2016 my cable television with Verizon Fios stopped working. After a couple days a service call was scheduled and a tech came out to take a look. After a few hours he discovered the problem and fixed it. However after this I now had no internet service. I had to schedule another service visit to figure out why my internet didn't work. The tech shows up for the second visit and discovers in about 2 minutes that my internet cabling had simply been unplugged by the tech during the first visit and never plugged back in. I was frustrated but I understand how mistakes can be made especially since the initial problem with the television was difficult to solve. Fast forward to today and I discover I'm being charged $183.00 for 2 service visits. And to add insult to injury, my television STILL doesn't work properly, as the signal is scrambled and unwatchable. Which would mean I would have to schedule yet another service visit to fix and pay an additional 92 dollars. Having to pay Verizon almost a hundred dollars per visit to make the service I pay for works correctly is absolutely unacceptable. My previous provider was Charter, and I had a problem with their service that required multiple service visits to resolve and I was never charged a dime.Desired Settlement: I would like at least the second service visit charge to be rescinded as the tech was here to fix a mistake made by the previous tech. I would also like my cable television service to be fixed as it still isn't working correctly despite having 2 techs here trying to fix it.

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 closed my Verizon FIOS service 7 months back. Every month since then I have received a statement that I am owed $59.33. I have called Verizon customer service twice in that time frame. First of all getting to speak to a representative itself was very frustrating - over 20 minutes of being shunted through different menus. When I got through the first time the representative asked me to call back when the accounting department was open. I called back (again going through the 20 minutes of frustration) and spoke to someone in the account department who said that the refund would be sent to me. That was over 2 months back - nothing's happened since then. Looking through the comments section this looks like a very common problem impacting multiple customers. Verizon's customer service is just awful! And I want my refund!Desired Settlement: I want to get a refund without me having to call Verizon again and again wasting 20 minutes every time!

Consumer

Response:

In reference to complaint ID [redacted], Verizon finally sent me the refund amount. It's unfortunate that it required complaints to the Revdex.com & FCC for Verizon to finally pay attention.

Sincerely,

Review: I have had verizon three years and signed onto a 2 year contract when I first had them installed in my home. Over the past year and a half they have slowly been increasing prices and taking away stations (I have the lowest level of cable) and I have called NUMEROUS times. Last Summer they gave me a discount and the agent assured me it would last as long as I had verizon no need for contracts as long as I changed nothing. I was "ad lib" so to speak. I got my bill this month and they jacked up the price as well as reduced more channels. I have called multiple times and when I finally get a human am told am in a contract, which I NEVER agreed to and dont want to honor the original price. I got an offer from a competitor and told them and they last agent laughed and just said I am in a contract. I will NOT pay these fees and NEVER signed up for a contract.Desired Settlement: I want my money refunded, price honored and/or for them to admit they have no contract and I can change when ever I want! I work to hard for what little money I have.

Business

Response:

I agreed that if Customer needs to cancel before 4/2017 we will waive the ETF. I adjusted 10.00 from her May bill and I will flup and adj 10.00 from her june bill. I also added a new 7.00 discount for the next 12 months. I advsd her new bills will be 120 per month until 4/2017 when the contract promotions end.

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.

Thank you for your assistance in this matter.

Sincerely,

Review: I have been Verizon customer for over 20 year and what I have discovered on my bill last weekend was beyond any unethical and fraudulent practice. My name is [redacted] and my account # is [redacted]. For some time I have been wondering why my home phone bill is $86.40 as I barely use it and it was supposed to be for voice service only. I saw a line on my bill “High Speed Internet” for $33.99. I immediately called customer service on June *, 2016 to investigate as why I am being charged each month for internet service when I do not use Verizon as internet provider, and have different one. I spoke to customer service representative and then he transferred me to supervisor on duty Mike (employee # [redacted]). What I was told was freighting – since November **, 2011 Verizon has been charging me for ‘High speed internet’ each month by their mistake and system failed to recognize that I was billed incorrectly for something I did not use nor agreed to as service. I was on hold for over 45 minutes until they did thorough investigation before informing me.

Mike has immediately removed this feature/item from my services so I do not get billed any longer. He assured me that he has filed internal report to their back corporate office and someone will definitely call me within 48 hours. Per him, he did not have authority to issue credit for such big amount and all he was authorized to do is to file report. I have even provided my mobile number just in case they cannot reach me at home number. It’s been 5 days already and no one from Verizon has called me.Desired Settlement: To resolve this matter and make things right, I want Verizon to refund me all the fees/taxes they have collected from me for ‘High Speed Internet’ access which was billed by their mistake plus interest of 3% a year. They have billed me incorrectly since November **, 2011 per their supervisor Mike. Should Verizon choose to disregard this matter, I will file official complaint with Attorney General for State of New York for unethical business practices and will call my lawyer to file a suit on Small Claim Court in State of New York. I am asking to get back what I was charged for incorrectly by Verizon’s mistake and providing adequate time for Verizon to resolve this matter.

Business

Response:

The customer was contacted on June [redacted] regarding the Verizon internet charges. After a complete investigation we have agreed to refund all of the internet charges from December 2011 through June 2016.

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: On April **, 2016 a Verizon tech came to fix a broken cable line that was damaged by another Verizon tech whom had been working on a neighbor's house a few days prior. Since then, we have been promised that someone will come and bury the cable to prevent further breakage, damage, and internet outage. We were told that someone would be over in a week after the initial fix however, nobody showed up. When I called Verizon numerous times I was transferred from person to person and given numerous dates as to when someone would show up to bury the cable. Each time was a disappointment since I took off work to be home but no one showed up. Then on May *, the fiber cable broken again because the community had come to mow the lawn and the cable snapped. I had to take May * off so that a tech could come and fix the internet. When the tech arrived on May *, I was informed that due to the force of the lawnmower, the cable had snapped and broken the terminal connector and there was nothing Verizon could do to fix it and I had to schedule yet another appointment for someone to fix that. The tech then called her boss to see if there was something she could do and finally gave us temporary internet using a shared connection with our neighbor. We were told that a tech would then come in the next few days to fix the terminal connection as well as bury the cable and restore our normal internet service. We are now connected to super slow speeds which is not what we are paying for. Until now, nobody has showed up to fix anything or bury the cable. I have been calling since May * and have been told multiple appointment dates only to take time off work and nobody shows up. The excuse is the same every time..."due to the strike" blah blah blah...I have visited the Verizon store to try and resolve the issue with no luck, only to be passed from number to number and still, nobody shows up. I am beyond frustrated at this point as I have wasted too much time and effort because of something that was not my fault to begin with. Why am I paying for a service that I am not receiving?!? How much more of my time will Verizon continue to waste before they are satisfied? This is just ridiculous and unacceptable and someone needs to fix this issue ASAP because too much time and effort has already been wasted!!!! The next step is going to be legal action if this situation is not resolved.Desired Settlement: Someone from management needs to call me to explain why this issue is still resolved. They also need to send someone to fix the broken terminal connector as well as bury the cable. This needs to be done within the next week so that I do not have to call and schedule an appointment again when the cable breaks. If I am expected to take off work yet again, Verizon will need to compensate me for that time because I have taken off too many days only to have a no call no show. I need this issue resolved immediately!!!!

Business

Response:

I spoke to [redacted] May **, 2016 and she confirmed satisfaction with repair of internet -- speed and connectivity were working just fine. I also advised that I had issued a $23.33 credit for internet charges equal to 17 days of service. I confirmed today that the buried service wire ticket was completed June *, 2016 and the cutover was completed June **, 2016.

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.I would advise that Verizon take better care of their customers the next time the employees decide to strike. Since this is something that occurs every 3-4 years, Verizon needs to be prepared to have knowledgeable techs/employees on hand to resolve any issues that arise. Due to poor planning, we were transferred to multiple inexperienced people and told multiple excuses. I am grateful that this issue has finally been resolved after two months however, the amount of time that I have wasted is inexcusable and I hope that Verizon does not allow what happened to me to happen again to other customers. With that being said, I do want to thank Rachel, Steve (technician from Oklahoma) and Steve from the Customer Relations office. These three individuals really deserve a big shout-out for their commitment to ensuring that my internet got fixed.

Sincerely,

Review: I didn't authorized Security Back Up Bundle / 50 gb which is a virus protection with McAfee that cost additional $11.00 per month. I don't use McAfee virus protection and never knew about this service until now.

I only ordered Double Play Bundle for 49.99 which is land line and internet service. This is a switch and bait scam. Verizon just add a service without personal contacting the customer.Desired Settlement: Full refund for service I didn't authorized.

Business

Response:

On 7/*/14, we reviewed with customer the charge was detailed

on every bill. We agreed to provide 6

months credit as a courtesy and the credit totaled $66. The customer is aware

the credit will appear on the 7/**/14 billing statement.

Review: I am writing to complain about Verizons deceptive marketing practices related to FIOS. After calling Verizon about an unrelated issue I was told that I could qualify for a great price on FIOS. Considering FIOS is supposed to be much better than DSL I jumped at the opportunity to get it. I was told someone would just have to come to my apartment to do a short install. Not a problem I thought I will just go to work a little later after a short install as our building was wired for FIOS. The first problem started when the first guy came and since they never told us we had to move all our furniture he couldnt do the install because we had not moved it and I needed two people to move the furniture and the Verizon guy refused to help. So I had to get someone to come over and help me do this and reschedule. In the second run of the install, the guy was late of course so that was the first problem but the bigger problem was that the install took over 9 hours and every hour it was going to be done very soon. Not only did I end up with a huge headache from everything that went on but I missed a full day of work and a number of important meetings I should have been attending. I also got in a lot of trouble for this obviously. The fact is I never would have signed up for FIOS had I had any idea it would have been such a pain. I wasted a full day and half (half waiting for the first guy when no one told me I had to move furniture or that he would not help me and another 9 hour day getting the install done) on something I could have lived without had I known how problematic it would be. Second, I would have just cancelled the install if the guy had told me it would take that long or if the first guy had told me BEFORE they made me move all my furniture. However, considering that I spent hours waiting for the first guy, time moving furniture and already a number of hours into the day of the second installDesired Settlement: DesiredSettlementID: Refund

All in all I wasted a huge number of hours for something I never would have done had I known it would be such a pain and if someone had just told me what was involved. This is very deceptive on Verizons part.as such, what I would like it bill credit for the countless hours wasted and the huge problems caused. Other solutions would also be considered.

Business

Response:

[redacted], was contacted and stated unhappy with the installation of the Fios Data service. [redacted] was issued a 1 month Good Will Credit for the amount of $35.98. This credit will appear on the 11/**/14 bill.

Review: Verizon FIOS Internet service billing for the service suspension

When I sign up for the FIOS Internet service, I was told that there is no charge to put service on the suspension (vacation) hold. Year after Verizon tried to charged me $19.95 to suspend service. I tried to cancel service, but customer service rep told me, that they will waive that fee and will not charge me if I stay.

Another year after, they start charging me again $19.95 when I put service on the suspension.

Last time in Sep **04, they already charged me $34.95 to put service on suspension. I called again about the charge, but Verizon Customer service rep told me that now is $34.95 suspension fee and they will not remove it, so I asked to cancel service.

They transferred me to the cancellation department and rep from cancellation department told me that that vacation fee is $19.95 (not $34.95) and they will remove it.

But when I got week later next month bill, I noticed that $34.95 fee came back on my billing statement.

This is unacceptable, I cannot get clear information of what the service suspension fees, every customer service rep telling me different information.

I using this service for my vacation house in Florida where I put service on vacation hold couple times per year.Desired Settlement: Refund for service suspension fees and permanently wave this charge agains my account, since I was originally told that there is no service suspension fees.

Business

Response:

A Verizon representative spoke with [redacted] and explained the vacation policy advising that there is no monthly fee however there is a one time fee to restore service from vacation. The representative explained there is no option to prevent the restore fee and offered a one time credit for this month restore fee which [redacted] accepted.

Review: In May, 2014 we signed up for a Verizon promotion which promised us TV + Internet for $50 per month, and a guarantee that the price would stay the same for 24 months. The only catch was that I could no longer use my own router, but had to buy a specific router directly from Verizon for over $100. But I figured that since I was guaranteed the advertised price for 24 months, it was worth the extra cost.

Now, less than 1 year later, I was told I can't have the price I was originally promised. We are moving around the corner (same neighborhood and zipcode) and tried to do the simple process of transferring our service. Or what should have been a simple process. I called at [redacted] today and spoke to someone who claimed her name was [redacted]. For nearly an hour, the rep repeatedly tried to upsell us to a higher plan, and I had to emphatically say over and over again that we were not interested in changing our plan. I couldn't have been more clear, yet was always calm and polite, but the rep would not take no for an answer. She kept pushing deals on us and telling us how we'd be better off upgrading. After I said I was going to end the call if she wouldn't honor my wishes of not upgrading, she finally agree to keep our service as is "for the same price of $59.99 per month". I pointed out that we were not paying this much now, but actually were paying $10 less per month. She said that we were until I pointed out that I had the original agreement right in front of me saying we were paying only $50. At that point she admitted that this was true, but now changed her story to say that the that this promotion had ended and the price had now increased to $59.99. I told her that I was guaranteed the price would remain the same for 24 months but she said it didn't matter if I was promised that, that she could not transfer my service, but could only sign me up for new service at a higher price (which is ridiculous and Verizon clearly advertises that in the case of a move they will transfer your service for free). I asked to speak to a supervisor but she ignored me and wouldn't transfer the call. After asking numerous times for a manager, she finally said she would let me speak to one, but if she remained on the line (which I felt was very inappropriate). I refused to be intimidated by this and shared with the woman who claimed to be a manager, how the previous rep refused to listen to me, would not take "no" for an answer to her upgrade options, and would not honor the price. I also explained that before signing up, I was promised that my 24 price guarantee would be honored, even if I moved, as long as Fios was offered. But this "manager" said that this was incorrect, that I could not transfer my service, only sign up for a new, more expensive service. I asked to speak to a retention specialist but was told I could only cancel the service through her and that she could not make any accommodation or adjustment to honor what I was originally told. I pointed out that this was a "bait and switch tactic" which is illegal, but she didn't seem to care and started to set up the cancellation of my service, even though I pointed out I could not cancel my service until I had a new provider already in place so as not to experience a service disruption. I ended the call before the service was cancelled so I would not be stuck without internet.

I find it ridiculous that Verizon would not honor the price they originally offered me. They should want to keep me as a customer but I don't see how I can work with them when they treat their customers like this and make something as simple as a request to transfer service become such a drawn out, painful ordeal. I certainly would not have paid the extra money for their hardware had I known I would not be getting anywhere near the 24 months they initially promised me. I want them to honor the advertised price I agreed to.Desired Settlement: I would like them to continue honoring the initial agreement - the same service I have now, for what I am paying now, for the remainder of the 24 months they committed to. Thank you.

Business

Response:

Upon receipt of the complaint we spoke with the customer, apologized for the inconvenience & advised their concerns were referred to the appropriate department. On February*, 2015, our representative spoke with the customer and explained the policy when transferring service from one physical address to another. When moving, service at the existing address is disconnected and a separate order is issued establishing service at the new address. Any existing promotion applies as long as the customer retains service at the existing address unless it expires. The customer spoke with a representative who added a monthly discount to the services at the new address so there is no difference in the charges. The customer was satisfied with the explanation and had no additional questions.

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]

They did tell me that this was their policy but I pointed out that their website never stated this. In fact it used very different terminology such as transferring service is "easy" and "free." When in actuality you can not transfer service, only cancel your service and then renew it, likely at a higher rate. This also restarts your contract. If you don't agree to this, you have to pay a penalty fee for ending your contract early. This is false advertising and completely rigged to be in Verizon's favor. I was very disappointed by this response, at no time did I say I was satisfied with that response.However, another rep offered to honor my old price which is what I wanted. So my problem as an individual was resolved and I am satisfied with that resolution. But it is unfortunate that Verizon participates in such a deceptive practice - I assume most customers do not know that they have the recourse of the Revdex.com to be their advocates. Thank you.

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

Sincerely,

Review: Transferred from department to department. Ordering new services was very problematic. Changes were made to order without customer knowledge. Order status wasn't communicated to customer. Customer had to keep contacting verizon main line and still wouldn't be provided a resolution after being placed on hold and transferred to various departments. Calls needed to be made everyday and the calls lasted more than 3 hrs daily.Desired Settlement: Customer Service needs technical training so that they can resolve customer issues. Customer doesn't need to be calling everyday. When placing an order and confirmation with order details should be sent while the customer is on the phone to verify.

Business

Response:

Verizon made contact with the consumer to address the complaint. Upon resolution, a service order was issued on March *, 2015 with a date due of March **, 2015 to complete activation of the static IP addresses. The consumer is aware of Verizon actions and has no further concerns.

Review: IN NOV. I MAILED IN [redacted]'S RECERTIFICATION FOR HIS LIFELINE CREDIT. WHEN THE JAN. BILL CAME HE DID NOT RECIEVE HIS LIFELINE CREDIT. I CALLED AND WAS TOLD THAT I DIDN'T SEND IT IN. I TOLD THEM THIS HAS HAPPENED SEVERAL TIMES IN THE PAST TO SEVERAL PEOPLE I KNOW. IN THE PAST THEY ALWAYS CHECKED AND FOUND THAT INDEAD THEY DID HAVE THE RECERTIFICATION. THEY THEN CORRECTED THE PROBLEM. I WAS TOLD THEY NEVER DO THIS. I HAVE A PREVIOUS BILL FROM JULY OF 2013 WHEN THIS OCCURED LAST TO[redacted]. I CALLED THEM ON 7/**/13, THEY CHECKED AND CORRECTED THE BILL. NOTE - THIS ALSO HAPPENED TO MY MOTHER, [redacted] AT THE SAME TIME. THEY ALSO CORRECTED HER BILL. THIS SHOWS THERE IS A PATTERN OF THEM REMOVING PEOPLE'S LIFELINE CREDIT WHEN THEY DO INDEAD HAVE THEIR RECERT. THE LETTER FOR RECERT. INSTRUCTSION LISTS [redacted] AS THE COMPANY WHO HANDLES VERIZON'S RECERT. VERIZON SAYS TO CALL ###-###-#### IF YOU NEED FURTHER ASSISTANCE REGURADING YOUR LIFELINE CREDITY - ALL IT SAYS IS THAT RECERTICATION IS CLOSED. I WAS TOLD [redacted] WOULD BE RECIEVING PAPERS WITHIN 3 - 5 DAYS FOR HIS LIFELINE CREDIT - THAT WAS OVER 2 WEEKS AGO. [redacted] HAS TO HAVE A LAND LINE BECAUSE OF THE [redacted] IN HIS[redacted]. SINCE HE CAN'T RECIEVE THIS FROM VERIZON WE WILL BE CLOSING THE LAND LINE. VERIZON CAN THEN EXPLAIN TO THE [redacted] CARE GROUP WHY THEIR MACHINE THAT IS HOOKED UP TO THE LAND LINE DOES NOT WORK. THAT IS WHY I AM ONLY ABLE TO GIVE YOU MY WORK NUMBER, SINCE I WILL BE HAVING VERZON REMOVED AS OUR CARRIER. IF VERZON HAS IN THE PAST CORRECTED A BILL THEY CLEARLY ARE CAPABLE OF DOING THIS. I WAS TOLD BY THE SUPERVISOR AT VERIZON THEY CANNOT CORRECT A BILL WHICH IS NOT TRUE. [redacted] CANNOT BE THE ONLY PERSON A BILLING PROBLEM HAS OCCURRED WITH.Desired Settlement: I REQUEST VERIZON CONTACT [redacted] COMPANY TO CONFIRM RECEIPT OF [redacted]'S RECERTIFICATION. IF IT IS NOT THERE I REQUEST THE FORM BE SENT THAT SHOULD HAVE BEEN SENT OVER 2 WEEKS AGO BE SENT. I DEMAND AN APOLGY FROM VERIZON ABOUT BEING TOLD THIS NEVER HAPPENS. RULE NUMBER ONE IN CUSTOMER SERVICE IS YOU FALL ON YOUR SWORD. YOU CERTAINLY NEVER TELL SOMEONE SOMETHING HASN'T HAPPENED IN THE PAST. AS LONG AS VERIZON CONTINUES TO ACT THIS WAY PEOPLE WILL PAY MORE THAN IS DUE.

Business

Response:

We spoke with [redacted] and advised her that we received the lifeline certification but the letter was incomplete so she will have to reapply through the agency again. She understood

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:

Both [redacted] and myself remember him signing the form and checking off that he qualified based on him having a [redacted] card. I did not send a copy but none was requested. His account with Verizon is in the name[redacted], his [redacted] card says[redacted]. I understand from [redacted] that things such as this can confuse the the people who handle the recertification for Lifeline. You would think there system would red flag for someone who has been on lifeline for over 26 years. What is concerning is that up until recently Verizon had a monoply on phone servie in the area I live in. As a monoply should they not be required to have a safety net when errors occur? What really is the point in reapplying? If something is not correct on the form you'll never know. The first year I filled out [redacted]'s Rent Rebate form I missed someithing and they contacted me by mail - they didn't just not process it. [redacted] was very polite to me, my comments are not a reflection on her personally.

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

Sincerely,

Business

Response:

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

Review: I pay Verizon for FIOS Digital Voice, TV Slect and FIOS Internet. Since About March [redacted] I have been unable to access my Verizon email account.

Since March [redacted], I have been unable to access my Verizon account on my home laptop computer. After entering my user name, 1/2 the timewhen the next screen comes up prompting me to enter my PW, the screen is forzen and I can't enter anything. It loclks my computer up and I have to shut it down and strat it up again. The other 1/2 of the time the next screen tells me it doesn't recognize this computer (the one I've been using for years, ever since ctonracting with Verizon) and prompts me to answer a security question. But, once again, the screen is frozen, I can't type anything and I am forced to shut the computer down.

This is a problem unique to my Verizon account access. Since march [redacted] I have repreatedly access a wide range of user name and PW-protected accounts with bank, credit card agencies and varous financial and business institions. None of these others has ever resulted in a frozen screen and the irksome need to shut my computer down and restart it. I can access my Verizon account with my government laptop. But I should not be doing that.

I contacted Verizon on Satuday March [redacted] and sent considerable time while a Verizon rep took remote control of my computer, made some changes, and appeared to have resolved the problem. However, the next time I tried to access my Verizon account the same problem prevented that. After being away for family matters for a time, I contacted Verizon again twice on march [redacted]. The first person wasted my time by referring me to a "premium service" support team. I should not have to pay Verizon additional money to resolve a service problem that they appear to have created. I spoke to another rep, [redacted] (sp?) on march [redacted] who took my verizon account username and told me that he and a internet support team would work this. He volunteered to either call or email me (at my gmail account since I can't get

get my Verizon email unless I check at work). It is April [redacted] and I have received no response from him or from anyone at Verizon.Desired Settlement: 1. Restore my access to the verizon account I pay for on my home laptop.

2. Reduce my bill or rebate me $100 for the time I have wasted trying to resolve this, the time it has cost me in computer shut downs. I am a top level [redacted] and receive over $78 an hour in pay.

3. Apologize for the poor service thus far.

Business

Response:

Please be advised Verizon has made multiple attempts to reach [redacted] to assist with access to the Verizon account on his home PC. While we have not reached him directly, we do believe the problem with the current Java he is using in the PC. I have sent the attached letter asking him to call me for additional assistance. We trust this provides your office with the information required in this matter. Thank you, [redacted] Verizon Executive Relations

Review: Back in Dec. 2014 promotions I had with Verizon fios expired. I contacted customer care to see if there was anything possible to lower my cable bill. Customer service helped me pick out a new plan and said it will go in effect next month. I was shipped new equipment that was not need which I sent back. The following month my cable service was never updated.l After multiple calls which never resulted in contacting a Representative from the USA nothing was ever updated except my contract date. Here we are 5 months later and still trying to get this service handled.Desired Settlement: DesiredSettlementID: Refund

Refund and activation of promotions or release from contract.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. A Verizon representative spoke with [redacted] on May **, 2015 in regards to this inquiry. [redacted] inquired about what we could do to offer him for the same price he was paying in December. We have researched and made changes to provide him his services for about the same amount he was paying previously. We have also offered a one-time credit of $50.00 that has been applied to his account. [redacted] has accepted 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.

Review: nature of my complaint is refund due. my last bill was $70.29 they would not send a correct bill and threatening to add late fees if I did not pay the amount of my last bill. They charged 163.18 which we paid but actual bill what is $70 and 29 cents. Paid 163.18 - bill 70.29= refundable amount of $92.11Desired Settlement: DesiredSettlementID: Refund

to collect the situation

Business

Response:

There is no way to reach the customer, but it looks like this account was finalized in April but the refund not released. Accounting advised account not finalized but they agreed to release the refund for $92.11. The customer should see in 5-10 days. Case closed.