Verizon Communications

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.

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: 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: 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: 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: 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: 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: 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,

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: 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,

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: 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: 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 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: 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 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: Where do I even start...We moved into our new home 3/*/2015. We had Verizon Fios in our old home and wanted to transfer service into our new home. This sounds simple, it was anything BUT! We move into our new home and see that we still do not have Verizon services. I called Verizon and requested for them to turn it on and instead they turn the services back on in our old home! We went 5 days without cable in our new home! In the mean time, Verizon sends us a box of new equipment which alarms us because we were told by Verizon that we would be using our same equipment from our old home. They finally sent out a technician. Who by the way came out on a rainy day and tracked mud all on my floors in my brand new house. He didn't take his shoes off, he didn't cover his shoes with protective socks, nothing. I was in shock and I complained to his supervisor! He apologized and put the new equipment in and told us to mail back the old equipment. I personally took it to the [redacted] to be mailed back 3/**/15. Well April and May I was wrongly billed with two different bills with two different accounts! They were still billing us for our old address on top of our new address. I again called and complained and they promised to close out the old account. However that was NOT taken care of because in June we received a bill from Verizon's collection agency!!! They said we owed for the account at our old address! I was in disbelieve that a company can do this to people! To make matters worse in July we received a billed over $2,000 for our current address!!! Again, I had to take time from work and my family to call Verizon and try to get this all resolved. I was promised a credit on my account for everything that I've been through and that the equipment would be removed. However, I received a new bill for August and I am still being charged for the equipment. After calling Verizon again and speaking to Blanche a supervisor from Missori. I feel hopeless. We've been loyal Verizon customers and it has only gotten us lied to over and over again. I feel like Verizon are corporate thieves! They sit back and collect their billions while screwing people over.Desired Settlement: I need a billing adjustment, a store credit, and an apology!!!

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 on statement date 05/**/15 [redacted] was billed for unreturned equipment as follows HD DVR $550, HD Set Top box (qty. 2) $700 and $99.99 modem router combo. An information technology ticket was opened and credits totaling $913.81 ($805.57 and $108.24) were applied to the unreturned equipment and reflect on statement date 07/15/15. Records shows on 08/03/15 credits totaling $632.94 were applied for the unreturned equipment. This should reflect on statement date 08/15/15. In addition, a credit of $52.06 was applied for [redacted] inconvenience. A Verizon representative attempted unsuccessfully to reach [redacted]. A contact letter was sent on 08/**/15. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, Amy B. Verizon Customer Advocacy

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:

[You still did not address us being wrongfully billed in the amount of $327.39 from our previous ([redacted] address and it being turned over to [redacted]. I've called them as well as Verizon about clearing this up and it is still not resolved. I just received another notice to pay this balance that I do not owe. Verizon made the mistake of opening up another account at this address after we closed it out and moved...they apologized and said they would close it out but later we got a bill so Verizon never did close it or fix it.]

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

Sincerely,

Dylisia Sims

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Research located account number [redacted]which previously carried a balance of $327.39. Records show credits were applied to the account in July 2015 and August 2015 bringing the balance to zero. Additional research determined the account was recalled from collections and was not credit reported. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, Amy B. Verizon Customer Advocacy

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,

Review: I have been a regular customer of Verizon for about 8 years at the present location, and they have been providing Us ( my family and I) of service, including telephone, Television and internet access.

Around March 2014 we started having issues with our internet connection, randomly dropping, at first we thought it may be the computer so we acquired some extra equipment, then we realized it was the service connection which started getting worse by summer 2014, we called Verizon but they stated there was no issues. We got our minor daughter a laptop for school work and our internet service started crashing, when called Verizon once again , they told us we needed a new router which they said we should've gotten an updated one because the one they originally provided was obsolete, They affirmed once we received the new router we would not have anymore problems.

When we received our new router we did not identify any improvement. and the service dropping continued even more as we were approaching colder months. We contacted Verizon once again and the ran some remote tests ensuring once again there was no issues with the connection in my home, nor there was any issues with the computer, but they affirm there was some issues with the outside connection. Along those incident we kept getting "bombed" with advertising about Fios service being available oat our location, we got letters, suggestions on our billing statements, ECT,

By winter we could not even use the computer, the laptops or even watch TV because the connection would constantly drop, my daughter would get extremely frustrated as she was unable to finish her school homework losing information and having to start all over again.

Out of so much frustration we decide to call Verizon to finally get something done or cancel the service, we even contacted other providers.

Verizon sent a technician and this technician found out that connection problem outside my home and that the lines may have been damaged somewhere between my neighborhood and the central grid, which was confirmed by an online tech who access my computer remotely, All along it was their service.

My husband and I decided to change carriers and go with a cable company, this is when Verizon came around offering us a "better alternative" as we they were not able to improve their service via their lines, They offered us FIOS product, telling us it was available in our home, finally ( we asked for that service a few years before but for the longest time it was not available in our are) .

They offered us the package service and to change it from regular internet connection which they originally provided us to a FIOS connection and everything was done thru telephone conversation and we ended up accepting "their offer" rather than going with another carrier. In other words THEY switched us from one service to another.

the technician came and installed the equipment which I must say was working really well, we paid the installation fees for the new equipment plus other charges, including a higher monthly rate and we never had any more problems with internet connection , TV or phone lines.

All was ok until this past week, my husband and I decide to move, as it is more convenient for my minor daughter the change of location. We got us an apartment, but unfortunately, the buildings in the whole complex, are not set to have modifications and cable wiring is already set as part of the structure , when we consulted to the complex management they told Us they do not allow FIOS, which did not make us happy because after all, we were happy with it.

We call Verizon and informed of the situation and that we have no other choice but to stop the service as we are not going to be able to transfer it to our new home, and here is when all the reason for this complain starts, They have told us that we cannot breach the "contract" and if we do for whatever reason we must pay $ 10 dollars for each month remaining in a 2 year contract that apparently we incurred in ( which means that rather than switched services they started contract on Us!!!! without us being really aware of it) and now they are trying to penalized us financially for a total of around $ 180 or $ 190. I tried to make sense of this situation and ask to speak to a supervisor, the next day A lady by the name of Mrs. R[redacted] called my husband as per my request, as my husband proceed to explain she told him that regardless of what the situation is, even if they can not provide service in the area, we are breaching a contract and we must pay the fine. My husband argued that such was not specified to us and in fact we were not even aware we were being issue a " new contract" for 2 years, as far as we knew it was as per their offer because they was not other way to improve the service. She also told him that we made a "phone" contract and it was valid as well and that the specifics were mentioned to us and that such "phone conversation" is a legal binding.

My husband requested to this lady a transcript of that conversation and she promised she would get it ( we are yet to receive it, which make us wonder how Verizon logs and archives such "contracts" as by law) My husband requested as well a pdf. written copy of the contract because we were never provided or given one and ,as per law, any company which offer services must provide to the other party, in this case the consumer, such document. The lady apparently was not aware of it and kept insisting to my husband that we made a " phone contract" and that she, even with a supervisory position, was NOT aware of any copy of terms of service, finally she agreed onto looking into it and sending us one, which I received via e-mail, it is a 45 pages document which only one very unclear paragraph which refers to the cancelation of services ( I can provide upon request ). We find it is unfair to get penalized because we are forced to cancel the service, we find it is unfair to be penalized based in a contract we were not even aware we were getting "shoved in', we find it is unfair to be penalized after being deceit to believe it was the better option and accept a service after so much insistence.Desired Settlement: We are expecting Verizon will discontinue the service without penalizing us and the only responsibility we have is to paid for the services rendered until the specified day of termination of service which is August [redacted]. 2015

We are expecting Verizon will not pursue any legal action and I will not be reported to any bureau of credit.

We are expecting Verizon will stop its deceiving tactics and be more clear and honest to their customers, particularly those who have been regular customers for a long while.

We are expecting to receive fair treatment and not retaliatory measures.

Business

Response:

Please be advised Verizon spoke to customer [redacted] and explained in detail Terms of Service of moving to an area where FIOS is not available. She offered phone and internet services at the new location to avoid the early termination fee, but he refused since complex he is moving to includes phone, internet and TV within the monthly rental charge with another provider. The records show the Terms of service were sent in written by a supervisor on 08/**/2015 and they were advised at that time of the fee. We issued the order to disconnect service on 08/**/15 as requested by customer and advised the early termination fee is $170. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted]Sr. AnalystVerizon Executive Relations

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.