Verizon Communications

Review: 2012 I had a past due bill by the time I got it paid Verizon split my bill ( not to my knowledge) and put all the money on the one bill and not the two. I was credited on the one account and had credits Called them to find out why and got no correct anser. It was sent to collection, even though I had paid the full amount.

I have been contacting them since the end of March 2016. On April [redacted] 2016, I spoke with someone that was to send me the bill from 2012 and 2013 - to no avail. At that point I closed my account with them and ever since I can not get this resolved. I wanted the bill to show that it was paid so that it gets off my credit report. Today is April **, 2016 and I stll have not received the bills and they said that they could send them to me for a fee. This is not my fault and would like this resolved and opff my credit report. Spoke with a [redacted] and he helped as much as he could but there was nothing he could do.Desired Settlement: For me to get the bills and get it off my credit report.

Business

Response:

Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our Final Accounts Department for further investigation. Account [redacted]was showing as an unpaid collection on the customer’s credit report in the amount of $88. The representative submitted request to delete the account from the customer’s credit report. I advised the customer of this information and requested Final Accounts to send a copy of the deletion letter via her email address within the next several days. Ms. was satisfied.

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: Earlier this year, my home underwent construction. As a result all of my telephone and television wiring was removed from the home, and I was temporarily relocated. This went on from approximately February to April. Upon returning to my home, I contacted Verizon to get the television and phone lines reinstalled so that I could resume service with them. They advised me that since I had not initially notified them that I was not using the service, I was responsible for all charges during the time I was without service. I questioned whether they could tell that my service was used, and was advised that their records indicated that I had in fact not used the service during the timeframe in question. I advised them that although I neglected to notify them that I was out of the home, I should not be penalized simply because that is their "rule." I asked them to remove the charges starting the day after they determined I had last used the service until the day they came back to restore it for me, a request that they denied repeatedly over several months of requests from April to June. On October [redacted] and November [redacted] I e-mailed Verizon via their website requesting to be contacted to further discuss the issue, but did not receive a response either time. I have since been referred to a collection agency without any further communication from Verizon regarding my request.Desired Settlement: I am looking to have my debt reduced to the amount I legitimately owed up to the time that I last used the service, and deleting any amount that the company says that I owe simply because I neglected to notify them that the home was uninhabitable. I know there was a balance at that time, but I do not know what it was, but it certainly was well below $454.17

Business

Response:

[redacted] from Verizon’s Customer Service Center advises she called and spoke to the customer [redacted]. He stated that they had construction done in their home and they were not using the service from February to April and he’s looking for credit for that time period. [redacted] asked when he called to advise Verizon and he stated that he did not call us until it was time to reconnect the service. The customer states that he spoke to someone else who said that they can see he didn’t use the service. [redacted] explained that we can see that he didn’t make any outgoing calls but we are unable to tell if there was TV service or incoming calls. The customer received bills and collection notices during this timeframe and no calls were placed to Verizon. [redacted] advised [redacted] that she was not able to issue the credit for the two months

Review: All our telephone services have been disrupted for a total of 7 lines over 5 days so far, resulting in 100's to 1000's of dollars in loss to our business. We have made numerous phone calls trying to obtain, at the very least, a time frame for the restoration of the service. No estimation was given and countless hours were spent on hold waiting for such service. The losses we are suffering has accumulated to $25,000 per day plus other related losses which is difficult to monetize at the current time. Once the service is restored, we will be able to evaluate the total value of this claim. As of this date, this information has not been provided. Verizon is a major world corporation providing service to millions of customers and its impossible to find a single person to take responsibility for this horrendous failure within a company that has countless employees.Desired Settlement: Immediate service restoration and compensation for loss of business suffered during this service interruption.

Business

Response:

Case closed. We found the Customer placed a disconnect order for all lines due 3/**/14. thx

Consumer

Response:

[redacted]

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:

The reason for disconnect was exactly the occurrence and ignorance of Verizon to correct the problem and to compensate our company for significant loss of business.

To disconnect and to transfer telephone service to another provider was our solution to insure that this type of problem and further ignorance of the provider will not be repeated in the future.

This problem caused by Verizon resulted in well over $150,000 in lost revenues. This must be compensated by Verizon.

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

Sincerely,

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:

Verizon claims that credits were issued. We need to see our balance at zero before we agree to close this case.

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

Sincerely,

Business

Response:

[redacted] from Verizon just called and spoke with the customer [redacted] and advised him again that the credit was applied to his Final Bill and that he has a

credit balance of $56.23.

She also advised him per Collection that he should be receiving a revised final bill within the next couple of weeks.

Review: Automatic charges continue after closing account

Verizon Fios internet service was cancelled march 2015 but my bank account has continued to be charged. I've made previous calls and had one refund issued. Then charged again and after speaking for 4 rep to explain over and over my situation I received no resolutions. I spent over 1hr and the last rep kept saying I she could not hear me. I never signed a 2 yr contract and I'm being asked to pay a termination fee.Desired Settlement: I want that my credit card never be charged, detailed bill of charges, and removal of early termination fee for a contract I never signed

Business

Response:

Attempts to reach the customer by phone on 5/*/15, 5/**/15, 5/**/15 and by email on 5/**/15 were unsuccessful. No response or return call was received. No account number was provided with the complaint and we have been unable to locate an account without additional information. A please call letter was sent on 5/**/15.[redacted]

Review: On June ** my wife was scrolling through the Verizon TV channels and a box came up for extended services. Apparently she inadvertently hit a button which immediately started an acceptance of this feature. She immediately turned off the tv as there was no way to cancel. The only notification was a email stating new charges of $266.41 would be billed in July. I saw this notification this morning & immediately called Verizon to cancel this additional feature. I was told they would revert back to my original monthly charge but I then lost all the free services I received when I initially signed up on January * 2015. I was to have these free options for 2 years. I was informed I should have the parental controls on so this type of error would not happen. I am ** years old and at the time I signed up I was not informed to activate parental controls to eliminate mistakes in selection from happening. I feel this is Verizon's way of getting customers to lose free extended features after signing up. There was no way to stop the purchase with a yes or no button. verizon fios contacted my neighborhood in December offering these free features which was the only reason we switched from one carrier to another. This is definitely not quality customer service. I want what I signed up for for the price agreed upon January * 2015.

Product_Or_Service: Verizon fios

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Contact by the Business

To keep all features agreed upon January * 2015 at the agreed upon price

Business

Response:

On 6/**/15, a Verizon customer service representative discussed the issue with the customer and explained when ordering via the remote you will be prompted to confirm your selections. The representative apologized that Verizon no longer has FLEP free for 24 months. The representative offered the customer HBO free for 24 months. The customer accepted the offer. We apologize for any inconvenience experienced as a result of this issue.

Review: have been paying for Enhance High Speed internet since 10/2013. Verizon indicated I was eligible for Enhanced high speed internet, for an extra 10.00 a month. Just recently I was unable to get online. I called reported the issue and get a ticket number [redacted]. The tech came on Friday and explained to me that I have been paying for say 5mp's but only getting may 2.5mp, but most of the time I was barely getting 1mp. Now the tech had the wire guys come out the next day and explained to me I am 10700 feet from the box with the line for internet and the further you are away the worst for you. All the techs explained to me I should request either a credit or refund of the extra money I was paying for Enhanced High Speed internet. So at ten bucks extra a month for a year, that would be 120.00 credit or refund. I am being told that since I just put the ticket in I can only get two months! The rep had the gall to tell me I should have put the ticket in before. But I JUST FOUND OUT Unreal 2 years of paying on time every time and because you gave me the wrong information just to get more money out of me, now I have to sufferDesired Settlement: I originally filed complaint number is [redacted] ,the outcome is an insult, 36.99. why can you just credit a year worth, I am not even asking for the whole 2 year.. that would total 120.00 minus the 36.99.

Business

Response:

[redacted] is requesting additional credits. All additional credit has been sustained per the previous Revdex.com response. Per Verizon records [redacted] was out of service from 9/*/15 thru 10/*/15.

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:

As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for 2 years I am requesting one year reimbursement or deduction of my bill. What about the whole time, I was paying for something I was not getting?

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

Sincerely,

Review: I recently signed up for Verizon Service and was asked by Verizon agent if he can run my Credit Check. I checked with agent at least 3 time if this is hard inquiry or soft inquiry. I was assured this is soft inquiry and will have no impact on my credit score. However, I've checked my credit report and its reported as Hard Inquiry. I have filed a dispute with [redacted] as this credit check is fraudulent and not authorized.Desired Settlement: I would want this inquiry off of my credit report asap. I was lied by your sales agent. And this time Verizon, please listen to the recording first. Your company has a habit of lying and scamming people when obviously CSR are not trained good enough to know what soft and hard credit inquiry is.

Business

Response:

Verizon's Credit Verification Center has sent a request to correct the credit inquiry to a "soft" check. This change should be reflected on [redacted]'s credit report after 30 days. Verizon has provided this information to [redacted].We trust this information will help to resolve [redacted]'s concern.

Review: I ordered Verizon FIOS for my internet provider. The technician was schedule to arrive at my residence from 11-2pm. I waited until 2:47, then decided to contact the customer service number at ###-###-####. I spoke to a representative who kept me on the phone for 35 minutes upon which she informed me that I already had service. At this point, I asked to speak to a supervisor who stated that she saw my order for individual service and told me that I would need to wait until November [redacted] since it was too late for a technician to come out. My order information is as follows;

The order is under my cell number ###-###-####, order #MD[redacted] the technician was scheduled to come on 10/**/2015, I did not receive a call or an apology from your company. For this reason, I no longer want your service, I am cancelling the order and am returning the box without paying for shipping.

Regards,

Business

Response:

A Verizon customer service representative spoke with [redacted] and apologized for the missed commitment. The representative discussed service options and issued a 2 year contract with a new rate of $44.99 plus $10 for the router. Records show the estimated monthly recurring charge per the sales order confirmation is $55.99. The representative also advised that a follow up would be placed on the account to adjust $26.66 activation fee and to waive 2 installment billings that total $80. The representative reviewed the ETF (early termination fee) and terms of service with the customer. We apologize for the inconvenience that [redacted] experienced as a result of this matter.

Review: They have a Verizon wireless account not mine that I can not get info on yet I had the triple pack which I paid for it with no Internet because of a wireless bill not mineDesired Settlement: Refund, credit report adjustment, and no more contact from Verizon everything I'm owed

Business

Response:

Verizon records show a final account with the customers billing telephone number. The account has a remaining balance and it was disconnected on 8/**/15.Verizon has made several attempts to contact [redacted] via telephone to discuss this matter. Verizon has not been successful in contacting the customer. We have provided our contact information via mail and Verizon will be happy to reopen this case once the customer makes contact.

Review: Just signed up for a new 2 year contract. Was told there would be no upgrade fee and I was charged. Was told the pricing would be less and the pricing is a lot higher. I spent 2 hours with numerous people off shore that either couldn't speak clear English or just hung up. Verizon really doesn't care about their customers because the sales practices are not ethical. You use to have someone go over what you signed up for not anymore. I'm thinking of changing all my services to [redacted] because they would save me money. I don't have the time to spend hours on the phone. Next step I'm going to write to the [redacted].Desired Settlement: Fix the problem that I'm being overcharged, and a call back from a manager.

Business

Response:

Please be advised Verizon reviewed the initial call with [redacted] and spoke to him to review the matter further. [redacted] also expressed concern that the original representative did not remove the upgrade fee from his order as he had stated he would. We explained that per the conversation the fee would be taken care of. [redacted] then stated that he was promised that his monthly bill would only be $158.00. We explained that we observed the original call and the rate quoted was $196.44 and his email confirmation provided this information as well. [redacted] next concern was regarding the upgrade of the equipment. He advised that he did not request the upgrade. However we reminded him that during the call he expressed concern that his equipment was not working correctly therefore the representative offered him a upgrade to get our more up to date equipment which will optimize his FIOS experience. We have identified the representatives [redacted] spoke to after the initial call as well and feedback was sent to address the poor customer service he received from the representative and lack of follow up from the supervisor as he requested. Finally, we have changed the email address on file to now go to [redacted]’s email so that all future notification are sent to his email. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Review: I have a Verizon land line for my home office, which is where I earn most of my living. They are unable to send a technician to troubleshoot and/or repair my phone which is currently unuseable for almost a week. I am paying a premium for Verizon services, and this is unacceptable.Desired Settlement: Send a technican immediately to resolve this matter.

Business

Response:

Verizon issued repair ticket dated 2/**/16 states there mice in the pedestal and technician repaired wires. Verizon also issued 6 days out of service credit 2/**-2/** Total $16.69

Review: I was being harrased and the subsequently completely missed informed by the company. I different representative was coming to my house on a regular basis telling me that the lines to me house needed upgraded. When I finally agreed I was informed that my bill would not change very much. I received my new bill of $190, which was up from $150. I noticed that the "update" they HAD to do on my house was upgrading me to Fios. I was in a triple play bundle deal with Verizon and Direct Tv. I was NOT informed that my new plan would not include direct tv and that I was now responsible to pay them. So I have been paying almost $200 for just phone and Internet. I was also not informed that I would be being digital voice. Lastly I was NOT informed that my autopay on my account would be cancelled and I would have to sign up again. When I spoke with Verizon they basically said there is nothing they can do and I am in a contract. If I want to cancel a contract I need to pay $220. They did day 2 that my monthly bill should be less but there were a bunch of charges from changing over. How can I be stuck in a contract when they so grossly misinform their costumers?! !!Desired Settlement: I would prefer to no longer deal with the company, if that is not an option I would like to go back to my previous plan.

Business

Response:

Several attempts were made to reach the customer without success and a call me letter was mailed. In the interim, we reviewed the customer's profile and it is now billing only for a Double Play (Data and Voice). Ms. S[redacted] Service Order Form received from the Door to Door representative reflected the first month's bill would be higher due to prorated charges. The issue regarding the Door to Door representative was referred and will be addressed internally. We apologize for any inconvenience that Ms. S[redacted] experienced as a result of the above matter.

Review: A door to door Verizon representative came through our neighborhood telling us about promotional offers regarding FIOS. He promised: locked in rate of $40/month, soft credit check, free installation, and 14 day trial period with free cancellation. Instead, a hard check was done on my credit. Then, on my first bill, I was charged for installation. Upon calling about this, I was told that there was no such promotion available (for free installation) and that my rates were only good for 12 months. I told them I would like to cancel, and they told me I would be responsible for installation fees. They have refused to waive the fees and I am now paying about $100 for 13 days of internet. Their door to door representative was either lying to me or misinformed about everything he told me. When presented with an opportunity to correct the situation, Verizon refused to honor what their salesman sold me.Desired Settlement: I would like all fees, including the installation fee to be waived, honoring what Verizon's sales person sold me. I have no problem paying for the portion of the month's internet that I used, but I should not be held responsible for the installation fees, as I was promised free installation and free cancellation.

Business

Response:

Verizon will waive activation fee of 80.00, customer will get a final bill with in 30 days. As for the credit inquiry Verizon only do soft inquiries. Customer should call credit agency and dispute.

Review: My family has had Verizon cable since December of 2015. Poor customer service, no one seems be sure of the plans provided. The service requested. March **, 2016 the Verizon cable service was disrupted. I called Verizon cable to make a payment on March **, 2016 the first representative stated she could not find my account. I provided all securities that would prompt the Customer Service Rep to locate the account this was at 7:39a yesterday morning. We were on the phone for 8min and 13 seconds. So my son [redacted] whose name the Verizon Service is in attempted to pay the bill with my credit card also ran into the same problem, the customer service could not locate our account. I finally reached another customer service representative at 5:16p I thank this was Ms Anthony she could not locate the account at first, but after several attempts she located the account, payment was made. After speaking with Ms Anthony I was then transferred to Ms W[redacted] at 5:40p, we had Verizon service since December and the house phone does not ring. Ms W[redacted] had me look at the box that is located in my basement to make sure it was plugged in properly into the socket. I explained it was plugged in, she then asked if a curcuit was switched I replied no I have something else plugged into the same socket and it works properly. I asked if my account could be credit since we have had no service since December. She then explained that she would have to transfer me to another area where they would be able to assist, before I was transferred I asked about the $400.00 that we were to receive, she stated I would need to discuss with another department. Transferred I think to the sales department and spoke with Mark at 5:54p. I'm not sure what Mark had me do. I spoke with a Mr Rodger in another department and a Terrence as well at 6:04p, Terrence also stated that I would receive a letter in the mail and that a pin should arrive after that. Terrence also stated March **, 2016 $400.00 gift [redacted] should have been mailed and last I spoke with Michael at 6:29p on Wednesday, March **, 2016 in Repairs department, so they could not figure out why the phone did not work, so at some point in the conversation Mr Michael had me call the house phone. Oh, how about this when you dial the house phone my cell phone rings. Mr Michael placed me on hold and called I clicked over and answered. The house number is ###-###-####. We did not get far after that, the call was loss and Mr Michael never attempt to call back. I was in discuss with the service we have been provided and I would like to be refund for the services my family has not received and Verizon declined to fix them.Desired Settlement: I would like the $400.00 [redacted] gift that was promised. I wouldn't want to judge the company as false advertisement. My family would also like to be refunded for service we are not receiving.

Business

Response:

A customer service representative contacted the customer and advised the customer that she had to pay the balance in full for the first 90 days from the date on install to qualify for the $400.00 gift card. This account has had a balance carry over since the first bill dated 12-**-2015. An email along with a letter sent by [redacted] on 02/**/16 indicating that the account balance must be paid by 03/**/16 or the $400.00 gift card would be canceled. The gift card was forfeited when these guidelines were not met.

Review: I call to cancel the service about 4 months ago. After repetitive calls and headaches they still have not cancelled my service stating they can't find my account and are billing me for months. they owe me a credit for 1 month.Desired Settlement: refund me 1 month and cancel my service as I have stated 4 months ago.

Business

Response:

We were no able to substantiate the customer’s request to terminate the services back in August. The customer though informed he had moved back in August and had requested services provided by Time Warner in the new apartment. We asked the customer to provide us with a copy of the first bill received from Time Warner in his name for the new apartment which we can use to substantiate his vacating the old location.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I have clearly stated to the business that I can show proof of bill from TIME WARNER that shows that I have opened new service. The business have responded that they will not accept it reasoning that I could have duo account. They changed their story as soon as I said I can show that I have opened a new account. They are clearly lying and trying to push this issue under the rug and close this case. The business should pull their statement from Revdex.com or accept Time Warner bill that shows that I have opened new cable service.

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

Sincerely,

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:

These people are totally lost. The case has been resolved with their legal team. Please send me return box for your equipment.

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

Sincerely,

Business

Response:

Per customer his concerns are being addressed via legal venue.

Review: Monthly charges are not aligned with what was communicated to me:

-I am being charged for (new) equipment that I already paid for. So I am being charged multiple times.

-The amount of my bill is higher than the quote that I received.

I am very frustrated with the whole process it took to get a quote just to discover that I am still paying these outrageous rates.Desired Settlement: I would like a billing adjustment, no equipment charges and no 2yr contract requirement.

Business

Response:

Verizon investigation located the order placed on 2/**/16, and reviewed the account with the order and the services and prices on the bill matched what was on the Service Order Confirmation sent to the customer. Ms. P[redacted] spoke with a Verizon representative on 3/*/16 and the representative issued an adjustment totaling $29.64 for the first installment for the FiOS Setup fee of $80.00 which was billed on the February bill. The representative advised the customer they would suppress the billing for the remaining two installments. Unfortunately that did not happen and the customer was again billed the second installment of $26.67 on the March bill. On March **, 2016, credit was issued totaling $29.65 for the second installment billed which will post to the April bill. The representative put through a request to suppress billing of the last installment. On March **, 2016, I called Ms. P[redacted] to acknowledge the complaint. Ms. P[redacted] advised it was not a good time for her to talk and requested a call back after 9:30AM. I advised I would have a billing representative call her back. Verizon Appeals Billing representative called Ms. P[redacted] back and she advised she was driving and could not talk and didn't have her head set. The representative called her back leaving her contact information in her voice mail. Verizon representative called Ms. P[redacted] again on April *, 2016, and left a message for a call back and provided contact information. On 4/*/16 I called and spoke with Ms. P[redacted] and confirmed she has received the messages from the Verizon Billing representative and will call the representative to address any billing discrepancy she may have. I verified with the Billing representative there was no call back from Ms. P[redacted] and the representative left another message for Ms. P[redacted] on 4/*/16. Verizon will address Ms. P[redacted] dispute further when she calls back. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Here is a letter I just wrote to Verizon Residential Services:

To Whom It May Concern:

I am writing to file a formal complaint with Verizon for awful customer service and poor business practices.

On August **, 2015, I placed an online order for Verizon DSL and home phone service for the address listed above. I spoke extensively with a customer service representative on the online chat, who convinced me this service would be best for my needs and would be much better than [redacted]. After that chat, I placed the order. The service ready date was listed as August **, 2015.

On August [redacted], the package did not arrive and I had not received any shipping information from Verizon. I checked online and the information was “unavailable.” I called customer service at this point, and first the agent told me she couldn’t help me because her information said Verizon had shipped the kit. Then when I pressed further, she told me it said [redacted] gave them a message of “inclement weather.” She promised me the package would arrive on Wednesday of that week and no later.

Nothing arrived on Wednesday, so I called again. This time, I spent 1 ½ hours on the phone being transferred no less than FIVE times, back and forth between sales, technical services, billing, and sales again. Every person insured me they would explain my situation before transferring me, but not ONE of them did this. Each time I had to go over all the details and order information again. Each person I spoke to gave me a different reason the package had not arrived: that the order was never placed, that the order was placed asking for a technician installation (I asked for self-install), that it was [redacted]’ fault. I still do not understand how five people could have access to such drastically different information for one account. The last person I spoke with finally was able to reorder the kit, and it was shipped on August **. It was an incredibly aggravating time on the phone, and wasted my morning at work.

When the kit arrived, it didn’t work. It also did not include the promised “Welcome Guide.” I spoke with an agent on the live chat who went through the steps with me, but I had connected everything correctly and there was still no DSL signal. He assured me the phone line and DSL had been connected on their end. I spent an hour on the chat with him, but it was useless. He just ignored my explanations of what I’d already done, and kept asking me to repeat steps I had completed. He refused to book me an appointment within the next two days, even though I couldn’t make an appointment after that for a while (Your “all day” appointments are incredibly inconvenient; [redacted] gives you a two-hour window). I finally disconnected the chat because it was unhelpful. He called me back and said he would have his supervisor call me an hour later. I agreed, but the supervisor NEVER CALLED.

Two days later, still with no further communication or concern from Verizon, I used the live chat to cancel my Verizon service. Ironically, cancelling the service was the only pleasant and easy interaction I have had with your customer service agents. It was quick and painless.

I have been a Verizon mobile phone customer since the 1990s. I have been extremely loyal and never thought of switching. But this was, hands down, the worst experience I have ever had with customer service with ANY company in my entire life. I am considering switching my mobile phone service as well.

I have already contacted [redacted], and they set up an appointment immediately and connected the service easily and cheaply. I should have gone with them originally.

I suggest you offer some way to make amends for my appalling experience with Verizon. I am ready to tell everyone I know to avoid Verizon internet at all costs, and to make my reviews public. It seems I am far from the only one who has had these problems with your company. I also strongly suggest you rectify the gaping holes in your customer service so future clients do not have to suffer through the aggravating experience I just did.

We are seeking your assistance in regard to Internet access service for [redacted]. For the past 98 years, [redacted] has been a pillar in the community of Harlem, providing critical services to its residents. These services include a food pantry program, youth development initiatives, ex-offenders and family support, workforce development and employment, weekly youth and adult sport activities within our facilities, daily outreach to the community and various based-programs and support groups for the social being and empowerment of the community. It is essential that our technology; which supports most these programs, operate efficiently and at optimum capacity and currently this is not the case. We are under a month-to-month contract with the only ISP [redacted] available for our location while other residents within New York City are privileged to choose the service of their choice; we have been denied this right. Several attempts by our IT Department and community leaders to convince Verizon to provide this service to us have been futile. According to Verizon engineers while conducting a survey in our area, fiber cable has already been installed in the ground in our community and Verizon has been providing FIOS service to select new buildings and businesses recently erected in the area. Furthermore our church which is located between three buildings, is the only facility not benefiting from Verizon FIOS services which has been installed for the past 3 years. Many other premium locations, residents and businesses have been utilizing the FIOS service for several years. Our IT department was able to reach Verizon’s special office service named acquisition, responsible for fiber installation in our neighborhood, but the engineer in charge of this implementation refused to move forward because he felt that doing so wouldn’t adequately benefit Verizon Financially. We were informed that unless Verizon can install 50 or more units within a building, they would not entertain installation. We are well aware that Verizon has provided FIOS service to private households while not providing this service to everyone. Verizon is discriminating. The company was mandated by the City of New York to install Internet access by 2014 but has failed to do so as reported recently by the mayor’s office. Instead Verizon’s sales division offers us their outdated DSL service, which doesn’t meet our current need or redirects us to [redacted]. Currently we have no other recourse but to pay [redacted] a monthly fee of $345.94 for a very low speed and inefficient Internet service. We hope that your office will intervene on our behalf to convince Verizon to stop their unfair practice and serve each resident of the community equally.

Verizon cut off my service within one hour of my placing the request to discontinue service when the request was to turn it off in two days. This left me without internet or cable TV while I was still living in the house. When I requested they turn it back on they refused stating they had no way of getting it turned back on for 24 hours. But they CAN turn it off in just one hour!

They requested I mail my equipment back in shipping boxes that would be mailed to me and requested the address where they should send the boxes. After three separate conversations giving them the same shipping information I still had not received boxes.

On the fourth attempt they finally told me to walk into any [redacted] office and ask them to mail the equipment to Verizon. These four phone calls took hours of my time because of having to go through the automated system each time, being put on hold and getting hung up on several times. All of this to get THEIR equipment back to them.

I cannot stand this company and will never use them unless I have no other choice.

Review: Verizon FIOS has a fiber optic wire below the statutory 17' (at approximately 9') overhanging my property. A National Joint Use Notification System ticket was created as a result of a previous complain by the property owner in 2012. The local utility installed a new pole from which to hang a wire at the statutory-mandated height. Verizon has been notified on multiple occasions of this and has taken no action. The wire currently is so low as to rest on top of my ** and presents a danger of significant property damage and injury. I have called multiple times, most recently on December ** and Jan **. Verizon has not remediated this situation of more than two years.Desired Settlement: Immediate raising of the wire.

Business

Response:

A construction crew dispatched and raised the lines on [redacted], January [redacted]. I called and confirmed with the customer that his issues had been 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,