Verizon Communications

Review: Been on hold with Verizon for goin on 1.5hrs to try and get my service back on (due to the passing storm in zip [redacted]) while on hold for the last 1.5 hours I left messages on thier [redacted] page and [redacted] me sages to which the briefly responded asking what the problem was and haven't heard back for the last .5 hours

Product_Or_Service: Fios 50/50Desired Settlement: DesiredSettlementID: Contact by the Business

This disruption in service, due to the way it is set up prevents us from using our landlines phones which, in the event of a power outage could be disaterous to say the least. So at the least when the power hasn't gone out we'd like t Still be able to use our services when we need/like to

Business

Response:

Good afternoon, Service was restored on June [redacted], 2015 after the customer flagged a Verizon Technician who was working down the street. I apologized for the long hold times and offered my direct contact information, customer declined as they were in a rush and didn’t have time to take down my phone number. There were long hold times on the date that the claimant called in due to the amount of outages that were caused by the storm. Thank you, [redacted] – National Executive Relations [redacted]

Review: My phone system is not working. I cannot get calls. I am unable to access my office voice mail. I am told my phone number is invalid, the same number I have had for years.

I tried to resolve this with customer service. I was on total, over 2 hours on hold last tonight (7/*), cut off twice, and hung up on once by a Supervisor and then cut off for a third time while waiting for a Supervisor. Ultimately told it was due to system enhancement, however, could not be told what the system enhancement was or when it would be complete. Nor was I told my phone system would be inoperable and I would not be able to access my voice mail. I am a Psychologist who may be losing business and do not know if I have clients in crisis. There is no clear cut way to file a complaint with Verizon. customer service would not provide me with a number to call. My frustration level is through the roof.Desired Settlement: Ultimately I want my phone service back ASAP. I would also like to be credited at least one month of phone service. There is no way to know how much income this may have cost me as losing one potential client can be thousands of dollars.

Business

Response:

In accordance with our investigation, thecustomer's loss of service was due to a FiOS upgrade which has been cancelled.Verizon spoke with the customer on 7/*/15 and it was confirmed that allservices were working. A one month credit in the amount of $137.54 was issuedfor the inconvenience and loss of service for 24 hours. An apology was renderedfor the unprofessional conduct of a Verizon employee.

Review: I recently signed up for Verizon cable and internet. The agent who took my call was very nice and personable however he failed to mention that Verizon Fios was not available in my area and the cable I had signed up for was actually [redacted]. Upon realizing this, I called Verizon to inquire about this. I had called in from my work number but had requested to have my cell phone number set up as the number on the account. This was not used. After finding my account, the agent answered all of my questions and then had me transferred to [redacted]. I explained to [redacted] that I did NOT have access to my apartment buildings roof and would not have access the day of installation. They assured me that the technicians are professionals and would have no problem securing a location for my new satellite. The technician who came out was there a total of 3 minutes complaining about the parking situation (which I asked to agent to record in our call- my apartment was on a one way street and the technician may have to circle back around a couple of times to find parking.) When he entered my apartment, he looked out only one bedroom window and told me it was not going to work. My problem with this is that I had called the TWICE to inquire about whether or not this would be possible as I did not want to waste my time or [redacted]'s time and the first time the line dropped. The second time, the lady assured me it should be no problem. Then on top of that, my internet was not working. When I attempted to connect the wifi to my phone it prompted me to the activation screen and before it could activate my phone was locked and I was unable to attempt to reactivate. I spent around 20-30 minutes on the phone with one of your tech support members who had absolutely no idea what he was doing, was nearly impossible to understand, and was of no assistance. I ended up terminating the call and calling back [redacted] to set everything back up through them. My experience was absolutely horrible. I missed a full day of work trying to get this straightened out. I work on a client service team and we manage 5 call centers so I understand the nature of call centers- all of your agents were very polite however several of them claimed to update my contact information but when I called back it was not updated, they all seemed to be cheerful and reassuring however I would have appreciated someone taking the time to actually do their research and assist with my problems instead of worrying about the AHT therefore I would not have had to waste my entire day. I am assuming that you all have a goodwill fund for customer complaints and I believe my complaint is valid. I would like to be compensated for my time. I missed several hours of work and was unable to even work from home as my internet would not work.

Business

Response:

We have left 2 voice mails, but we have not heard back from the customer. The customer will need to call us back if they would like to discuss further. Per our notes, the customer placed an order to disconnect high speed internt and is going back to [redacted] since [redacted] couldn't provide service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 10838861, and have determined that my complaint has NOT been resolved because:

I have attempted to reach them today throughout the day twice and have also left a message but have not heard back.

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

Sincerely,

Business

Response:

We tried all the can be reached numbers and left voice mails, one number just rang with no answer. A call me letter will be sent to the customer. The customer will need to give us a call back to discuss the issue further. Closed.Tell us why here...

Review: My husband cancelled our FIOS service after the contract ended because Verizon was not willing to lower our monthly rate, which they subsequently sent one box large enough to send back the cable box and DVR. Despite the fact that we still had their router/modem, they never sent us another box to return the equipment. My husband was told that we would receive a final bill. Fast forward several months, I never received an additional box nor did I receive a final bill. I did, however, receive correspondence from a Collection Agency. Verizon supposedly had the wrong mailing address, which is why I never received said final bill. I am now being charged for the equipment that their staff was too lazy to send a box out for and due to their ineptitude, I am literally paying for their errors.Desired Settlement: Verizon should send me a box to return their equipment and adjust the final bill to reflect services rendered, not equipment charges that are false.

Business

Response:

A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment. Our records do not show there is any equipment that needs to be returned.

Review: On January ** I went on line to look into verizon service spoke to someone in a chat who walked me though the steps to sign up at first the man told me that there would be a $250.00 deposit I was fine with thos price bit then it went up to $400 deposit after I filled in my name and debit card info but never submited the order due to the high price the guy I was chatimg with told me to kust exit out if I no longer wanted to place prder which I dod right away the next day on my bank account there was a $250.00 deposit taken out for verizon for a service I dodnt agree to nor set up I called them for a refund they said I needed a order number which I dont have no order was placed now they say they dont have my name or anything in there systems and dont know were my money is I have been going round for round with them trying to get my money back and they wont give it to me as of this morning I still dont have it and still getting a run aroundDesired Settlement: I want my $250.00 back as well as the $50 late fee for a bill that is now late due to the taking my money without permission can not make calls from cell phone because service is off cause they wont give me my money as well as im stuck in the house disabled with a disabled child if tjere was a medical emergancy we cant call for help cause the phone service is off

Business

Response:

Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable fees. However, if customer entered their card information and didn't select save, next, or anything that would advance to the next step then, the system should not have checked the card number for validation. The deposit system received notification that this order was cancelled on 02/**/2016. However the customer's credit card rejected the refund and Check# [redacted] was issued on 02/**/2016. Please allow 7 to 10 business days to receive. Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on 2/**/16 to verify if the refund has been received. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: I have been a Verizon Fios customer since 2013. Last year I agreed to another 2 years of service, which includes: Ultimate HD TV package, 50/50 Mbps internet, and unlimited phone service. After the agreement to continue service last year, several channels that I watch were taken off the TV including: The Weather Channel, Sportsmans Channel, and Outdoor Channel. I am paying the same rate for less TV service than before. Now, new customers get a better deal the long time loyal Fios customers, they even get faster internet speed. Today I chatted with Jakob on the Verizon website about possibly getting a lower bill, or possibly getting a internet speed increase to the next tier which is 75/75 Mbps, due to all the hassle mentioned above. Online in my account, it says it's a additional $5.00 a month for the upgrade to 75/75 from 50/50. Jakob claims that there is nothing he can do, and then tries to charge even more money which was a additional $10.00 a month instead. I also asked him to cancel my HBO subscription, and he said I would have to do it myself through the website. He then asked if I wanted to upgrade the internet for $10.00 more and I told him I would switch back to [redacted] instead, who offers more or less money, and he did not care, and was very unhelpful.

A few minutes later I decided to call Verizon directly to see if anything can be done. I spoke with Marvin in billing, he was nice and told me there was nothing he could do in the billing department and would transfer me to someone who could help me. I was then transferred to the E-center where I spoke with Stephanie, who stated that this was the wrong department and could not help me either.

This is not the only problem I have with Verizon, every month my bill is a different amount of money, and I never make any changes to my service.

It's obvious to me that Verizon does not have it together, and does not care if they lose business, but instead tries to crook people out of even more money then what was quoted. There is obviously no communication, and nobody here has a clue to what's going on. It's even more ridiculous that I have to take a agreement for 2 years to the channels I was promised, and lost, and to me, that is a breach of contract. I will be contacting legal counsel to see if anything can be done about this, due to the customer service agreement being broken.

Bright House cable offers the same exact TV, with the channels that Verizon no longer carries, same internet speed, DVR, unlimited phone etc. for $60.00 cheaper than Verizon.Desired Settlement: I would like to have my billing adjustment, or a internet speed increase at no additional charge. I am at the point now where I will leave Verizon for another cable company.

Business

Response:

Executive Relations/Bruce. Revdex.com case # [redacted]. 3/*/16 2:32pm I called BTN 727/847-2451 and spoke to [redacted] to address his Revdex.com inquiry. Tom is upset over the removal of channel from our line-up this past year like The Weather Channel, The Outdoor channel & RFD when he has a contract. I advised Tom that per the Verizon terms of service Verizon can change the line up at any time. Tom then is upset that online he could upgrade his speed from 50/50 to 75/75 for $5 more but when he called in he was advised it would be $10 more. Per Tom's consent I issued mon [redacted] to increase his DATA from 50/50 to 75/75 for $5 more w/ a free gateway router rental. I also added a $5 TV customer value credit due to the loss of channels so his overall net bundle rate remains at $139.99 through his bundle contract end date of 3/**/17. I also removed the HBO that was free until 3/**/16. There is no change to the SD STB free rental and the $19.99 MRDVR so the gross estimated MRC will be $180.06. Since COA required a tech visit due to a ONT change out I scheduled 3/**/16 11am-3pm per Tom prefers a weekend. I advised Tom our tech will swap out the router as well as change out the ONT to handle the faster DATA. This will be done at no charge to him. Tom thanked me for responding to his Revdex.com inquiry and addressing all of his concerns to resolve his Revdex.com inquiry.

Review: Verizon agents have provided me with false information. Ive been a customer for over 5 years. I am not being treated like a long time customer. I was told that I would have my service restored once I paid my balance. I was lied too. I needed to push and push for answers. I was told I needed to pay over$200 which was a lie! That alone made me feel like I was being scammed. I was disconnected from the call. Agents provided false information& the last agent I spkoke did inform me that if I hadnt called un my internet would have not been turned on. This is crazy! This is noth the dirst time that ive had an issue with verizon that left ne feeling like I was being scammed! I was being charged $91 fir an error on verizons end & at the end they make it seem like they are doing me a favor. Please, that was a false charge to begin with! I need to be treated with respect.Desired Settlement: I would like to be contacted by a supervisor to discuss

Business

Response:

[redacted] According to our records, a payment was received by [redacted] on 02/**/2016 in the amount of $154.23. Services were determined to be terminated on 2/**/2016, representative [redacted] spoke with Cynthia and informed her of services were disconnected for non-payment. Our terms of service related to Telephone service can be disconnected if a customer does not pay their telephone bill. If this occurs, a "Notice of Account Past Due" for late payment will be sent, and service will be disconnected if payment is not received within 5 days. Required payment following disconnection will include all late charges and reconnection charges.Other reasons telephone service could be disconnected include:Failure to comply with the terms of a deferred payment agreement. Our records indicate that she was offered a $29.99 courtesy credit to cover the activation cost to issue a reconnection for an Enhanced Bundle Service which included the HSI and Regional Essentials phone plane, as a Double Bundle. Service order number [redacted] was written on 02/**/2016. Landline is ringing and a voicemail has been left to review customer satisfaction.

Too much advertising for me at my age. l am not much for buying or renting movies.

I get my E-mail, browse and pay bills, etc. Then my password is ñot what they have on record. Temp pass code sometimes fail. My account is mostly locked out. Sorry!

Customer service have skills and are helpful.

I am a new Verizon Customer who just purchased the recent Bundle special and have been totally deceived by this company. The bill I just received is not even close to the amount I was quoted.

The monthly charges I was quoted and FREE installation I was promised was a total scam. Consumers BEWARE! I was very careful when I consenting to The Verizon package and even called on several occasions to confirm the monthy cost. Each representative said that my monthly bill with taxes would be $161.00. So we consented to this amount and my bill is now over $400 per month which includes an installation that was promised to be FREE! In addition the router that they said was $100 became $200!

When I called to resolve the situation, I was put on hold for over an hour and then disconnected.

Comcast's slogan is "Don't be fooled by FIOS" and after our terrible experience it couldn't be more accurate! Verizon please come and take you equipment out of our home ASAP. We will not tolerate this consumer deception. I will be willing to make a commercial for Comcast to inform other consumers just how deceptive our experience was.

I have been a customer of Verizon since 1996. I have had 2 land lines at home. Every time, I call Verizon, I can't speak to a customer service in less than 10 minutes of wait, and when I am able to talk to a customer service, they keep bouncing me off from one department to another. For example, recently I had a simple request of unblocking my number, I could not do it on-line, I tried and it did not go through, so I called customer service, who transferred me to technical support, who then transferred to me customer service who would not talk to me. Simply put this is a terrible company!!!!

My Mother was a loyal Verizon customer for a number of years, she recently moved, due to medical reasons, to an area that does not have Verizon. Due to the move she had to cancel before her contract was up so Verizon is charging her the early termination fee of $100.00 even tho Verizon is not available where she lives now (they even admitted that fact). If it were available she would have kept the service but it's not so they are making her pay because they don't have the service here, that is just unfair. It would be understandable if they did have service and she didn't get it but to charge a ** year old for the fact that they're not here just isn't right. She is on a fixed income where as $100.00 won't hurt Verizon but it wil her. They are nothing but money grubers. I have never heard of this kind of treatment before, usually when you move that the company doesn't have service in that area they wave the early termination fee, but not the money hungry Verizon. Do yourself a favor if you can go through another cable company do it before you sign with these is.

On Dec, ** 2015 I applied for service to be installed at my home and was promised it would be working by Dec. **, yet they did not honor their promise to get the service in my home on that promise date. They rescheduled for Jan * and it is still not up an running as of this date. They activated the phone line but not the internet service I requested for my job since I work from home. It is like they make promises and do not honor them. They sent a technician to my home to complete the install on Thursday Jan *, and it was working but then later they disconnected the service stating it was not to be ordered. I have been on the phone with this company for over 14 days to get this resolved advised them that my job was on the line if the service is not up an running by a Jan 6th they just stated we can issue you a 25 credit and waive the act fees. but at this rate their system to make a new customer experience so badly this past 14 days has taken me to believe why bother anymore. I have made promises after promise and also put on hold for more than 3 hours also hung up by the reps and even lied to by reps and supervisors at this company and no one seems to know how to correct the issue immediately. In my experience as a customer this is extremely poor customer experience.

Review: I have been trying to remove a featured named ValuePack from my landline telephone service. My telephone service provider is Verizon. I want this additional value-add package removed from my service plan because I do not use it. I have contacted Verizon Customer Service 3 (three) times during the past 48 hours. Verizon's Customer Service Representatives employed a variety of stalling tactics when I asked them to remove the ValuePack add-on from my telephone service. These stalling tactics include: predending they do not understand my request; being put on hold indefinitely; being told to call a variety of different phone numbers at Verizon. On Sunday, June **, 2013, I requested Verizon to remove the ValuePack add-on service from my service plan in writing, during an online chat session. Verizon's Customer Service Representative plainly refused to follow my instructions. The full transcript of this online chat session with Verizon's Customer Service Representative is included below: ----- BEGIN TRANSCRIPT ----- Date: 06/**/2013 Call center employee on Live chat Live Chat Window Click to Reload Chat Chat Subject:Renew Existing Services Your Question:I want to remove ValuePack from my calling service. A Verizon Service Representative will be with you shortly. Thank you. 21:16:15 We apologize for the delay.You are next in the queue. A representative will be with you shortly. Agent [redacted] has joined. (21:16:25) [redacted] : Chat ID for this session is [redacted]. (21:16:25) [redacted](21:16:30): Thank you for choosing Verizon and visiting our chat service. I would be happy to assist you with your question. For quality and security purposes, your session is recorded and may be monitored or reviewed. Please do not provide sensitive information such as social security, bank account or credit card numbers to the chat agent. May we view your selections and/or account information, including any services you subscribe to, which are displayed to you on verizon.com, so that we may assist you with respect to available Verizon products and services? Under federal law, it is your right and our duty to protect your account information. May I have your permission? [redacted](21:16:44): Yes you have my permission. [redacted](21:16:55): I want to remove ValuePack. [redacted](21:17:15): Thank you for your permission. [redacted](21:17:25): Please allow me few moments to check the details for you. [redacted](21:19:24): OK it has already been "a few moments" [redacted](21:19:38): I said I want to remove ValuePack [redacted](21:20:33): Please allow me to provide you the number to call so that you can remove the value pack. [redacted](21:20:42): You may please call Consumer Sales and Solutions Center at [redacted]) between 8:00 AM and 9:00 PM EST Monday through Friday or 9:00AM to 5:00PM on Saturday. [redacted](21:20:42): No I DO NOT WANT TO CALL [redacted](21:20:49): I SAID I WANT TO REMOVE VALUE PACK [redacted](21:20:56): THIS IS A WRITTEN INSTRUCTION TO VERIZON [redacted](21:21:11): ARE YOU GOING TO DO WHAT I ASKED YOU TO DO OR DO I CONTACT THE FCC? [redacted](21:22:43): IF YOU DO NOT STOP STALLING I WILL WRITE A LETTER TO THE FCC AND THE TRANSCRIPT OF THIS CHAT WILL BE INCLUDED IN THAT LETTER [redacted](21:22:57): I SAID I WANT TO REMOVE VALUEPACK FROM MY PHONE SERVICE [redacted](21:23:52): Please let me know your current phone plan with Verizon services so that I share the details for your request. [redacted](21:24:10): DON'T YOU HAVE MY ACCOUNT INFO IN FRONT OF YOU? [redacted](21:24:22): ISN'T THAT WHY YOU ASKED FOR TIME TO REVIEW? [redacted](21:24:29): SO THAT YOU CAN LOOK AT MY ACCOUNT? [redacted](21:25:09): Yes, you are correct, I apologize. I am having a technical glitch and am unable to view your account details. [redacted](21:25:15): STOP STALLING [redacted](21:25:36): THIS IS NOTHING BUT A STALLING TACTIC BECAUSE VERIZON DOES NOT WANT ME TO REMOVE VALUEPACK [redacted](21:26:11): You will be able to remove the pack, please call and get it removed. [redacted](21:26:21): You may please call Consumer Sales and Solutions Center at [redacted]) between 8:00 AM and 9:00 PM EST Monday through Friday or 9:00AM to 5:00PM on Saturday. [redacted](21:26:22): I ASKED YOU TO REMOVE VALUEPACK FROM MY SERVICES [redacted](21:26:28): ARE YOU GOING TO DO IT OR NOT? [redacted](21:26:34): PLEASE ANSWER WITH YES OR NO [redacted](21:27:24): I will be unable to do it for you, as only you have the right to make changes to your plan. You will need to call and get it removed. [redacted](21:27:35): I AM ASKING YOU TO MAKE THIS CHANGE [redacted](21:28:05): IS THIS A WRITTEN REFUSAL FROM VERIZON TO FOLLOW CUSTOMER'S INSTRUCTIONS? [redacted](21:28:32): PLEASE ANSWER WITH YES OR NO [redacted](21:29:32): Verizon Values you as a customer. To prevent customers from losing special discounts or violating contract terms, our system will not allow you to downgrade services online. You will need to call your Verizon Business Office and have your services manually downgraded. [redacted](21:30:01): I ASKED YOU A SIMPLE QUESTION REQUIRING ONLY A YES OR NO ANSWER [redacted](21:30:16): ARE YOU REFUSING TO FOLLOW THE CUSTOMER'S INSTRUCTIONS? PLEASE ANSWER YES OR NO [redacted](21:31:05): I AM SAVING THE TRANSCRIPT OF THIS ENTIRE CHAT. THIS TRANSCRIPT WILL BE SENT TO THE FCC IN SUPPORT OF MY COMPLAINT. [redacted](21:31:31): Presently, I will be unable to remove the value pack as I have limited access to your account as sales rep. [redacted](21:31:51): I completley understand. However, at this time, my area of expertise is to help customers learn more about Verizon products and assist with finding information on the website. [redacted](21:31:59): OK THAT IS A WRITTEN REFUSAL TO FOLLOW THECUSTOMER'S INSTRUCTIONS. [redacted](21:32:28): THIS ENTIRE CHAT TRANSCRIPT WILL BE PROVIDED TO THE FCC, TO THE NY STATE ATTORNEY GENERAL'S OFFICE AND TO THE Revdex.com [redacted](21:33:16): THIS IS THE THIRD TIME I AM CONTACTING VERIZON AND ASKING TO HAVE VALUEPACK REMOVED FROM MY SERVICES. [redacted](21:33:41): Please let me know if I can assist you with further information regarding Verizon services, I will be glad to assist you. [redacted](21:34:00): NO I NO LONGER NEED TO TALK TO YOU. ----- END TRANSCRIPT ----- Immediately after this chat session ended, I called Verizon Customer Service again, and presented the same request: please remove ValuePack from my telephone service. I was placed on hold for 40 (forty) minutes. After 40 minutes, the Customer Service representative came back on the line and informed me that ValuePack has been removed. I checked the status of my phone service at Verizon Online. ValuePack is still listed as being in effect.Desired Settlement: I want the ValuePack add-on service removed from my landline telephone service.

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 wanted to share with you an experience I had with Verizon while moving our professional office from [redacted] to our new location at [redacted]. Our primary phone number ###-###-#### had been installed as a direct land line via Verizon for over five years. With the move and growth of our business, we had made the decision to transfer to a VOIP system and required the main number to be ported to this new system. The porting request was made and rejected countless times, finally successfully going through approximately three months after the initial request was made. Countless phone calls were made to Verizon with each rejected porting attempt, and only after a delay of over two months and numerous failed attempts were we told that: The reason for the failure to port is because Verizon can not port a phone number with an "Open" or 'Pending' order, and there was such an "Open" order from 2008 in regards to a long distance choice that was never "closed" or "completed". That is to say, that because Verizon failed to maintain their systems in good standing, an outdated and irrelevant "open order" from about five years ago has been blamed for our porting request delay for nearly 90 days. As you know, LNP rules state that:[redacted] number porting rules require simple ports to be processed in one business day. The deadline applies to all simple ports, including intermodal ports such as wireline to wireless, wireless to wireline, wireline or wireless to VoIP or any other combination. Simple ports generally do not involve more than one line or more complex adjustments to telephone switching equipment. Due to this delay, the only option we had to maintain our primary business number was to set up remote call forwarding. The terms and conditions of "remote call forwarding" were never explained to us, and we never agreed to them. We were never informed that this service would be billed PER CALL, and had no way to anticipate or expect that our need for remote call forwarding of about 10 weeks would result in a bill of just shy of $1,000 !!!!.Since we had been loyal Verizon customers for 5+ years, and continue at this time to maintain Verizon for both our internet and two local phone lines at our new location, we anticipated they would be fair to us by adjusting the bill (of which we already paid about $150). Instead, over the past two months they have repeatedly told us that a [redacted] would call us back to discuss our concerns.... but that these remote call forwarding charges are "valid" for "services used". Although a [redacted] has not yet called us (waiting 2 months now), we have received several calls from a collection agency to which this account has been sent.Desired Settlement: We have already paid about $150 for the service of remote call forwarding for shy of 3 months.We would like the balance of about $840 credited

Business

Response:

Verizon issued credit for $831.05, which is the balance on the account). We spoke with the customer and advised him the credits will post in 3-7 days. Customer is satisfied.

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.

Sincerely,

Review: I HAVE BEEN USING VERIZON FOR MY BUSINESS PHONE CARRIER OVER 15 YEARS. I CALLED VERIZON [redacted], ON 1/**/2014,11am, SPOKE WITH [redacted], THAT WE OUT-OF-BUSINESS AND CANCELLED VERIZON SERVICE AS OF 2/**/2014,FRIDAY--[redacted] SAID THE BILLING CIRCLE CUT ON 21TH, SO WE CUT SERVICE WITH THE SAME DATE AND SHE TOLD ME THE (CONFIRMATION NO. NY[redacted]57)BILLING TOTAL FOR PERIOD JAN **--FEB 22,2014, AMOUNT $307.89 WAS PAID BY CHECK #[redacted], WAS CONFIRMED RECEIVED BY VERIZON'S EMAIL.(ATTACHED BELOW). BUT I STILL RECEIVING TILL NOW BILLING DATE FROM 2/**/14-3/21/14 $334.03 I CONTACTED VERIZON, [redacted] on 2/**/14, she said VERIZON made internal mistake, will credit back to zero balance, don't worry. Again, I received email another invoice of $281.92 for period 3/**-4/**/2014, please help me to solve this problem.Thank you and best regards. ---[redacted] ###-###-####Verizon Dear Valued Verizon Customer,Your payment arrangement on Verizon account ending in 3320 has been noted. You agreed to pay $307.89 on 01/**/2014.We would like to stress the importance of keeping this payment arrangement to avoid receiving a suspension letter and/or possible interruption of service. Sincerely,Your Verizon TeamDesired Settlement: I have nothing owed VERIZON, all payment was fully paid. I need VERIZON correct the mistake, and bring zero balance regarding [redacted] INC (Account ####-###-####-[redacted]). And contact me regarding the situation.

Business

Response:

Our investigation determined we billed customer a $225 early

termination fee in error. The balance of charges of $56.92 is for international

calls made prior to disconnection included on the final bill and revised final

bill. We spoke with customer to

apologize for the problems and reviewed the charges and credit applied. Copies

of the final bill and revised final bill were faxed to customer for their

review.

We appreciate the customer bringing this to our attention.

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 had arrangement a payment of $56.92 bank cheque, send to Verizon as final payment. I heartily appreciate your kind help for this matter.

Sincerely,

Reply from VERIZON

Good Evening [redacted]

There was a problem with the fax therefore I received authorization to email you a copies of the bills we discussed. Please see the attached copies of the final and the revised final bills for your previous Verizon account.

A credit has been issued for $**5.00 for the early termination charges. The credit will pos to the account within the next 3-5 business days leaving you with a balance due of $56.92. The balance due is the accumulation of charges from Verizon long distance.

$334.03 Charges on final bill dated 02/**/14

-$52.11 Credit due to disconnection of service (see bill dated 03/**/14)

_______

$281.92 Revised final bill dated 03/**/14

-$**5.00 Credit issued for early termination charges on bill dated 02/**/14

________

$56.92 Balance due

Review: ON DECEMBER [redacted]I PUT A FREEZE ON MY ACCOUNT INSTEAD OF CLOSING THE ACCOUNT BECAUSE I WAS MOVING. I WAS TOLD BY A VERIZON REP THAT TEMPORARY SUSPENSION ON MY ACCOUNT WOULD NOT LEAD TO CHARGES OR BILLING. MY LAST BILL ON DEC [redacted]WAS PAID IN FULL. I CALLED ON MARCH **2014 TO CANCEL MY ACCOUNT. I SPOKE TO 2 VERIZON REPS IN 2 DAYS AND MY ACCOUNT WAS STILL NOT CLOSED OR CANCELLED. VERIZON CONTINUED TO SEND ME A BILL. ON APRIL **I CALLED AND CANCELLED FOR THE [redacted]TIME. THERE IS STILL A BALANCE ON MY ACCOUNT. I DON'T UNDERSTAND WHY VERIZON CONTINUES TO CHARGE ME FOR A CLOSED ACCOUNT. I AM DISPUTING THE LAST BILL OF $131.75 DUE ON APRIL **. MY ACCOUNT NUMBER IS: [redacted]. I WANT THIS ACCOUNT CLOSED AND THERE TO BE A ZERO BALANCE BECAUSE I HAVE NOT USED VERIZON SINCE DECEMBER 2013. THANK YOU.Desired Settlement: I WANT MY ACCOUNT CLOSED AND I DON'T WANT TO BE BILLED ANYMORE. MY BALANCE IS ZERO. I DON'T OWE ANYTHING. I HAVE NOT USED THIS SERVICE SINCE DECEMBER [redacted]2013.

Business

Response:

We spoke with customer reviewing the billing and informing a

final bill in preparation which will adjust monthly charges back to 3/**/14. We

are following up for the final bill to review for accuracy and customer has

billing specialist’s name & number to call with any concerns.

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:

ACCORDING TO VERIZON E-MAILS MY ACCOUNT IS PAST DUE AND THERE IS STILL A BALANCE DUE. THIS IS CONTRARY TO WHAT WAS AGREED OVER THE TELEPHONE BY THE VERIZON REP. MY ACCOUNT BALANCE IS TO BE AT ZERO WITH NO BALANCE DUE. THIS STILL HAS NOT BEEN CORRECTED BY VERIZON CUSTOMER SERVICE. I WILL NOT SETTLE FOR ANYTHING LESS THAN A CLOSED ACCOUNT WITH A ZERO BALANCE. I HAVE REQUESTED SEVERAL TIMES FOR MY ACCOUNT TO BE CLOSED. MY ACCOUNT WAS SUSPENDED FROM DECEMBER **2013 TO MARCH **2014 WHEN IT WAS RE-OPENED TO BE PERMANENTLY TERMINATED WITH NO BALANCE DUE.

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

Sincerely,

Business

Response:

We ceased any collection action and followed up for the

final bill to render.

The final bill rendered dated 5/**/14 for a credit of $41.20.

The customer will receive a paper copy of the final bill for his records and a

refund check will follow.

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: Billing/Agreement Issue - A Aerizon rep (Kristen Sherwin) came to my door on 9/*/15; I signed a sales form receipt for $124/99 a month triple play with a $45 credit on a month to month contract for 24 months, when I paid my bill I knew of first month estimated charges, but after paying, I went online and saw I was on contract, when I contacted Verizon on 10/**/15, the rep changed my charges to $169 a month without contact ([redacted] - [redacted]), but the original agreement was $124 .99 month to month (without contract) and I contact rep again on 10/** ([redacted] - chat Verizon who sent an e-mail to state it would be $124.99 a month, but the bill has not been adjusted online - still states 169.99 plus 34.99 for tv equipment - new bill would be close to $300 a month instead of $203-213 a month. I contacted Verizon again today, 10/** and spoke with [redacted] who stated that it should be the $124.99 and would be adjusted. I keep getting the run around without the results. Results billing adjustment and no extra fees for changing what should have been ORIGINAL AGREEMENT- they keep calling it an Order Request, when I trying to get it adjusted.Desired Settlement: Billing Adjustment, no additional fees, calling it a new order, when I am tying to straighten out original agreement and refund/credit as owed.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Records show service order [redacted] completed 09/**/15 establishing the FDV 50/50 ultimate HD Triple bundle for $124.99. This excludes rental equipment, premium channels, enhanced service and applicable taxes and surcharges. A confirmation email was sent to [redacted] outlining the monthly service, terms of service and cancelation policy. Records show service order [redacted] completed 10/**/15 changing [redacted] on the FiOS Digital Voice Unlimited, Unlimited HD and 50/50 data for $169.99. A confirmation email was sent to [redacted] As a resolution to the complaint service order [redacted] completed 11/**/15 establishing a $35 fiber credit with a $10 bill credit for 24 months. A Verizon representative spoke with [redacted] who indicated satisfaction with the resolution. 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 */###-###-####. Thank you, Amy B. Verizon Executive Customer Relations */###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, but I would like to add and respond to Verizon. I NEVER made changes to my account, when I reviewed my account, it stated that I was on contract - my original agreement was MONTH TO MONTH ($124.99) for 24 months, I have only been trying to resolve original order made in Sept 2014 every time I contacted Verizon. Thank you Revdex.com.

Sincerely,

Review: On September **,2015 I install internet service from Verizon .the following two day work and stop working , I called to report the issue the person who answer my call was very rude and while explaining the situation he hung up . I called back the second person also rude so I asked the to cancel the service before we go far.Now they are asking me to pay$299.27 for the service I didn't Use , I called them asking for what the answer is for the service .Desired Settlement: Please let Verizion know there is law in the country and stop doing this kind of business, stop unnecessarily billing Customers. and void the bill.

Business

Response:

Rep Burke spoke to [redacted] this am, I advised I will credit the bill in full. The remaining majority of the charges are for the router & the install charge. I advised I would take care of those. 299.27 credited

Consumer

Response:

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

Sincerely,

Review: I am paying and guarantee internet speed of 25/25 Mbps. For three months, my upload speed is 0 to 1.00 at best. I spent over 20 hours speaking to various tech support and it still has not been fixed. I need the upload for work purpose and it is not okay for it to not work for three (3) months and still not fix. I have been actively calling them every few days for three weeks.Desired Settlement: Most importantly, I need it fixed! Verizon would need to credit my account for the three months of non-usage.

Business

Response:

ert/Angela D[redacted] Revdex.com case [redacted] returned my call she is disputing monthly charges after bundle renewal December **/2016 [redacted] noted 79.99 is what we have for her she is not understanding the additional discounts that we have...e center....108.97 plus taxes.....she said it should be 84.99 with the other discounts she is at 79.99, added filters to correct bundle to 79.99 , she has a 15.00 lec that will be ending May **, 2016 so after tax until May 93.35 then after lec discount expires plus 15.00 93.35 + 15.00 = 108.35.left voice mail as [redacted] requested A preview of the customer's estimated charges was successfully sent to [redacted]. The Email Reference number: [redacted] also advised the internet is working as it should, Resolved.

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: In February or March of 2015, I canceled Verizon Fios. My account had a $53.99 credit (money Verizon owes to me). After 5 phone calls to customer service over 13 months and discussions with countless Verizon staff, Verizon still has my money and there is no resolution plan. Verizon passes me from customer service rep to customer service rep to which no one can resolve my issue.Desired Settlement: Verizon sends a check in the full refund amount of $53.99. (Verizon should also pay me for my 5 hours lost in pursuit of my $53.99.)

Business

Response:

Upon receipt of the complaint, a message was left on the customer's voice mail to advise we are in receipt of the complaint. The customer had FiOS Triple Play-voice, internet and TV services. The customer disconnected the services however he requested to retain the email service. He established a separate account for the email service. There was a balance on the final bill, however the account was never finalized. An order was issued to finalize the account. Once the order completes, the refund request will process. I spoke with [redacted], apologized for the inconvenience and confirmed the mailing address. It was explained it takes four to six weeks for the processing to complete. He has my contact information for future reference.

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. I expect confirmation of resolution in 4-6 weeks, when the refund is received. I have the contact information of a company representative should the refund not be received in 6 weeks.

Sincerely,