Verizon Communications

Review: A Verizon Agent by the name of Mr. G[redacted] came to my house while doing door to door sales back in June of 2014. This agent wanted me to switch services to Verizon, of which I did when I was promised a more affordable package then I had at the time. Mr G[redacted] gave me a break down of the services and price being offered on behalf of Verizon, in writing aside from verbally. After service was installed and I received my first bill the price did not reflect the offer. I then contacted the verizon office and was at some point transferred to the elite services department where I was connected with a supervisor by the name of Mrs R[redacted]. After receiving all the documents I had, via fax, Mrs R[redacted] along with other supervisors and agents decided to honor what I had in writing and adjust my bill by $30. The problem stems from this adjustment I received an email stating the discount would be in effect for 12 month and that after the 12 months they would follow up and extend the same discount for an additional 12 month because they system would not allow them to apply it for 24 months. The first discount of 12 months has expired and I contacted Verizon in regards to the email and the extension and they are not keeping their word by extending it for an additional 12 months.

today July **,2015 I spoke to a supervisor by the name of Mr. M[redacted] who told me he could only give me a $10 discount not the original $30 promised. I offered to fax him a copy of the letter from Verizon stating they would extend the discount after 12 months for another 12 months in order to keep my bill at an affordable rate for me and he was not interested. when I asked him how we could resolve this so that I could still afford my bill the only suggestion he made was the one for the $10. that is a difference of $240. in their favor over the balance of my contract. Raising my bill by that amount will be causing my family a hardship as we are already struggling on a day to day basis. I then suggested since Verizon is in violation of our two year contract that we cancel my service and Mr M[redacted] informed me I would be charged an early termination fee.

Back in April of 2015 Verizon raised the price on the rental of the cable boxes and I returned a box to them for the same reason. It was not affordable and I was trying to keep my monthly bill at the budgeted price.Desired Settlement: The only reasonable outcome is for Verizon to keep their word on pricing and apply the $30. discount until the end of my contract.

If they choose not to honor the contract I should not be charged an early termination fee.

Business

Response:

Verizon contacted the customer who provided a copy of theagreement that her bill would be manually credit adjusted by $30.00 per monthfor the next 12 months. Verizon is unable to place an automatic credit in thesystem so a monthly follow up has been made by the business office to issue a $30.00per month credit.

Review: We moved from [redacted] on Dec *, 2014. I took the Verizon equipment to the [redacted] store [redacted] on Dec * for shipment back to Verizon (tracking number [redacted]). This shipment was received at Verizon on Dec *, 2014. Our charges related to service was paid and there was a zero balance. On Jan **, 2015 I received a bill for 507.90 for unreturned equipment. I called Verizon, talked to [redacted]. She checked the tracking number, indicated the equipment had been received and my balance was zero. Today, March *, I received another bill from Verizon for $507.90. I called again, talked to [redacted] who accidently? hung up, then called back and talked to [redacted] who transferred to [redacted]. She verified the equipment had been returned to the warehouse and indicated (again) my balance was zero.

I very much resent the bullying attitude of Verizon and their insistence that I have a bill 3 months past due; and I an sure I am not alone in feeling this way.Desired Settlement: Simply to acknowledge that their customer service department needs help. I will never do business with Verizon again.

Business

Response:

[redacted]

Thank you for referring the complaint of [redacted] toour office for review. We appreciate this matter being brought to ourattention. Our investigation concludes; account [redacted] wasdisconnected on 12/*/14with order [redacted]. The account was billed forunreturned equipment in the amount of $507.90reflecting on the January closing statement. Verizon shows a routerreturned on 12/*/14. [redacted] states both the STBand router were returned in the same box. As a resolution, on3/**/15 an adjustment was issued in the amount of$507.90 to zero out the account. Verizon has verified with Financial Services and the account was not credit reported. Verizon representative spokewith [redacted] to discuss this resolution. [redacted] expressed his satisfaction. Verizon apologies for the inconvenience this has caused. Wetrust that this information will assist you in closing this complaint. Sincerely, [redacted]Verizon SW Executive Relations###-###-#### EXT [redacted]

Review: There was a verizon sale person at our lcoal [redacted] market who was selling packgaes for internet and cable with no contract. I specifically asked if there was a contract because our house is in foreclosure and we new we may have to move, teh apartments we moevfd into verizon was not servicing area. Verizon telle me there was a contract and I did an electroniclaly signed but verizon refuses to give me a copy of whatever they say I signed. ** law is I am required to have a copy of whatever I signed. The installer did everythig I did not do anything. I dont appreciate being taken advantage of expecially being a senior. Now I am getting threatening phone calls about 265.94 to pay now or else. I have spent hours on the phone with customoer service nothing is getting resolved. Custoemor service and supervisors are very rude at verizon, ned proper cutsomer service skills, listen to tape callsDesired Settlement: I am not responsible for any balance that a sales person lied to a senior and took advantage and then states electronically signed something and there is no proof of that. Was this sigend under distress, because I dont know what is going on I knkow what the sales person told me NO CONTRACT.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Our investigations are showing where customer had placed an order on July *, 2014 for a Triple Play Bundle in the amount of $49.99 with a 2 yr contract. This includes Phone, TV & Internet. May 2015, [redacted] called Verizon to have TV & Internet disconnected; which generated an early termination fee. July **, 2015 Verizon spoke with [redacted] acknowledging her concerns. When speaking with [redacted], her only concerns were regarding unreturned equipment charges applied to her billing statement in the amount of $799.00; which has been credited. As a courtesy, we issued a credit for the early termination fee in the amount of $160.00. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW Executive Relations

Review: Years ago my Verizon Residential speed was changed from 8MB to 5MB. I had to work with someone in the corporate office to get this matter fixed. However, it took an email that I sent to everyone on the board to get someone that finally helped to get my speed statically set to 8MB. Well at some point I had part of my plan updated and it set my speed back to 5MB, and no one will get if fixed for me. This is very frustrating because I know that they can see within my files that I've been through this once before, and not put me through this again. I've been a Verizon customer for years, and if my line withstood 8MB all that time then it will now.Desired Settlement: I would like for my speed to be statically set back to 8MB, and for a not to be placed in my records so that I will not have to go through this again. I know that it shows my plan is for 5MB, but I had 8MB, and was promised that by someone at corporate. I should have a record somewhere with the Revdex.com of this issue. I thought I went through Revdex.com, if not I might have just contacted corporate on my own behalf. If so I would like the Revdex.com help this time instead.

Business

Response:

A representative from our Testing team contacted the customer and advised that he is unable toget the speed he is requesting due to his distance from the Central Office. The representative manually changed the customer’s speed up to 7 or 10 Mb/s and the customer can try it out and we'll see how that actually works for him. The representative strongly advised against doing this though as its most likely going to lead to slower speeds and instability problems. The customer said he'd still like to try it. The representative will follow up and test it out with the customer on Tuesday 3/*. Network testing indicates the fastest the customer could possibly get is a little over 6 Mb/s.

Review: once again, spent over an hour trying to get in touch with rewards dept as to why I received my points last month and problem logging in. bounced around 3 people most of which didnt speak english. I see its time to switch away from FIOs when I pay 400 a month and get this type of service backDesired Settlement: corporate call back, problem fixed and comp

Business

Response:

Company records show that the customer had been using the incorrect user id. On 2/**/16 the company spoke with the customer provided the correct user id and assisted the customer with signing in to the site. The customer was able to review the reward points.

Review: This may not fit perfectly under the category above, but I felt it was the best choice.

I was to be staying at another residence for a period of three months (October**, 2014 - January*, 2015). This residence was in a different town, but the same county and state. I contacted Verizon to inquire if I could have my telephone and Internet (DSL) transferred to the new address, and then switched back to my permanent address after the three month period. I was told that I could, so I went ahead and made the switch. As I was preparing to return to my home in January 2015, I contacted Verizon to arrange to have my services restored, and was told that the Internet was no longer available to me as: " the central offices are full to capacity with DSL services at [my] new address.”

I explained that when I changed the service originally, it was with the understanding that I'd be switching it back after three months, but that made no difference to the representative. Finally I said that since my telephone line was only used for the DSL, that they might as well cancel that as well, which they did.

I'd opted to switch my service to the other address as I didn't want to pay for service I wouldn't be using at my original address, if I didn't have to. However, had I been aware that doing so could jeopardize my future Internet access; I would

not have changed the service.

I contacted Verizon again, the following day, with the hopes that perhaps I’d get a more favorable resolution from a different representative. That person said that she would talk to a supervisor, and get back with me one or two days, but she never did. Next I wrote a letter, but before mailing it I contacted Verizon again to verify that the address I had was the proper one for which to send the letter. The representative explained that her response would be dependent on the nature of my complaint; so I explained the situation to her. I was informed that I did have the correct address; however, I was also told that I should have been given the option of having my name added to a notification list so that I would be informed when a DSL port became available. Had I been informed of that earlier, I probably would have accepted that option rather than canceling my account as I did.

I realize this is getting long, but in conclusion I'd like to add the following points/comments.

This isn’t a situation where I made a decision that I later regretted because I hadn’t considered the possible consequences. I contacted Verizon and inquired if I could temporarily switch my service, and only did so after being given the impression it wouldn’t be a problem.

I realize it may have been an honest mistake, or that the representative simply wasn’t aware of the possibility herself. However, she was still a representative of Verizon and I feel that should have some bearing in regards to this situation.

The initial arrangements, as well as the three follow-up contacts all took place via the chat service that Verizon offers on their website. I have, and can provide to you, copies of all off the chat sessions that I’ve taken part of in regards to this situation.

I sent the letter that I wrote to Verizon two weeks ago, but thus far there has been no response.

I thank you for taking the time to read what I’ve written.Desired Settlement: Where I live my options for Internet access are limited, and Verizon DSL was an affordable option that I was satisfied with. Therefore I would like the option of restoring the service I had.

Something else I'd like to add is that I've been with version for decades, although in regards to Internet it has only been the past few years. When I originally added DSL to my account I was offered a special price that I was told would remain the same and never increase. I have to wonder if that might be part of the reason why the company has made no attempt, what so ever, to keep me as a customer. It's also been suggested to me that due to the companies focus on FiOS, they have little incentive to invest in the older technologies. However, in my case, FiOS isn't even available.

Business

Response:

Several attempts were made to reach the customer without successand a call me letter was mailed. OurEngineering Department advised it has been determined due to bandwidthcongestion and based on capacity issues that [redacted]'s Central Office isclosed to new orders for DSL service. This is to protect the service and experience for all of the existingcustomers in this central office. We donot have an estimated timeframe for re-opening at this time.

Review: In Mid-March of 2013, I contacted Verizon to have my services moved from my previous address ([redacted]) to my current address ([redacted]). Services from the previous to the new address were to be transferred over starting on April *, 2013. At the time and currently, I am/was in a two-year contract with Verizon that included all premium channels, high-speed internet, and Verizon voice phone services for an estimated $140.00 per month, taxes and fees included. In addition, Verizon charges their customers a month in advance for their services, which I paid prior to moving to my current address. I paid for the services for the month of March (at the time, the current month) and the month of April (at the time, the month charged in advance). This brought my balance down to zero and I did not have to make another payment until the month of May. In May, I received the first bill of my new residences. Verizon estimated my bill to be over $400.00. I immediately contacted Verizon to inquire about the outstanding charges. I spoke with two representatives. The first representative explained to me that the reason why I was billed $400.00 is that I did not make any payments for the month of September in 2012. This caused me to look at my bank records and payment history along with the representative. It was revealed that, not only did I not miss any payments since signing the contract with Verizon in July of 2012, but also I had paid the month in advance in September of 2012. My records and payment history revealed that I had made a $464.94 payment on August **, 2012, which included payments for the month of July ($159.91), the month of August ($156.97), and the month of September ($146.97). In addition, I had consistently maintained payments to Verizon each month. This meant that Verizon charged me an additional month for services. Therefore, not only should my balance been zero, but also I should have had credit for an extra month. For the month of September in 2012 ($146.97) and for the month of April in 2013 ($146.97) which were both paid in advance. When this was brought to the attention of the Verizon customer representative, he immediately transferred me to another department claiming that someone else should be able further assist me. However, when I transferred to this department the office was closed. I then proceeded to call Verizon again, this time I spoke with the second/another representative. I explained the former to the second representative and inquired about the outstanding charges. This representative explained to me that the reason why my bill estimated to be over $400.00 is that I moved. She explained that out of the estimated $400.00, $190.00 were moving expenses Verizon charges for relocating for on address to another. I brought it to her attention that I was not aware of the additional expense and when I had called to schedule to relocate, it was explained to me that I could do so with no additional cost. The customer representative apologized for the misunderstanding and told me that it should have been explained to me. She furthers explained that in addition to being charged $190.00 that my contract had been changed. The high-speed internet package was no longer available and I was being charged for a more expensive package. In additional, I had lost most of my features that was being offered in the original contract for a set price, and was being charged extra for these services. My new estimated monthly bill would be $210.00. When I inquired how Verizon could alter/change my contract, she explained that it was due to the fact that I moved, which gave them the authority to change it without my permission. I then proceed to try and cancel my contract with Verizon and/or change certain features to lower the monthly bill. However, the Verizon customer representative explained to me that if I change or cancel any features that I would be charged an earlyDesired Settlement: DesiredSettlementID: Other (requires explanation)

I wish for my contract with Verizon to be change/alter from the triple play package to the double play package, where I would receive High-Speed Internet and Verizon Fios Voice without being charged an early termination fee of $225.00. I also wish for any fees and/or incurred expenses to my account to be waived, which includes the $190.00 fee in moving expenses and the additional charges incurred from changes made by Verizon in my contract, whi

Business

Response:

The customer feels he is being over charged for services since moving to a new location.

[redacted] from Verizon’s Customer Service Center advises she called [redacted] to discuss the billing on the account. She explained the charges in full and went over bills from 6/*/12 to the present. The billing on the account is correct. She did issue a credit of $13.55 for a carried over balance which was not detailed on the bill. The customer has disconnected his TV service on 6/**/13. [redacted] explained to him how he can return the equipment.

Verizon apologizes for the inconvenience and frustration this matter has caused.

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 spoke with [redacted] from Verizon's Customer Service Center about the billing dispute on my verizon account. She explained the charges and went over my account history in great detail. The amount owed on the account is correct. However, [redacted] did explain that although verizon charges their customers a month in advance, the customers are not obligated to pay in advance. This is where the dispute continues. I was charged for the month of April to June; two months, several days. Verizon states that I disconnected TV serive on 6/**/13 which is false. I disconnected the TV portion of my service on 6/*/13 and switch to another cable prodiver. Therefore, I should not have been charged for the last month, and I would like those charges removed.

[redacted] from Verizon’s Customer Service Center advises she called [redacted] to

discuss the billing on the account. She explained the charges in full and went

over bills from 6/*/12 to the present.

The billing on the account is correct.

She did issue a credit of $13.55 for a carried over balance which was

not detailed on the bill. The customer

has disconnected his TV service on 6/**/13.

[redacted] explained to him how he can return the equipment.

Review: I have terminated a Verizon services back in March 2015. I am still waiting to get a refund check for the service credit on my account. After talking to verizon several times in the past two months, I always got the same reply that my refund is processing and I should get it in 7-10 business day.Desired Settlement: Please send me the check .

Business

Response:

Good afternoon,We processed the refund check on 6/** and will have it delivered to the address provided by the claimant within the next 7-10 business days.

Review: In September 2014 I signed up for Verizon Fios through my local Verizon dealer. At the time I signed the contract I asked what would happen if I moved to an area that didn't have Fios. Would I be charged the cancellation fee. I was assured that if the area I was moving to didn't have Fios that I would not be responsible for the disconnect fee. In December I was told by my landlord that the property I was renting was being put up for sale and I would have to vacate the property by the end of the year. I went into the local office and they assured me that I should not have to pay the disconnect fee. But they gave me the [redacted] number that I needed to call to disconnect. When I called that number I talked to 2 differenct people and neither of them would agree to disconnect service. They said that since I had moved to an area that offered phone service that I had to keep the phone service and if I refused then I would have to pay the disconnect fee of $200. At the original property that I signed up for services, I had never activated a phone to start with so I had never had a landline anyway. Why would I want a landline at my new residence when I never had one to start with? I am in the process of buying property to build and I am concerned that this is going to show on my credit report and I have not used any service since the third week of December. How can a copy make me pay for something that is not available to me? I work with someone who also had this issue when her daughter moved home from [redacted] to [redacted]. They had subscribed to Verizon Fios in [redacted] and moved back to [redacted]. Her and her husband moved in with her parents and they already subscribed to Verizon Fios. Verizon insisted that they pay the disconnect fee even though they still had the service. It took several phone calls and emails before they got this rectify. They did not end up paying the disconnect fee. I hope you can help with this situation.Desired Settlement: I want my account cleared as of the end of December. Righ now they are saying I owe $90 for January and $90 for February so a total of $180.I had notified Verizon local store before the end of December and I feel that I should not have to pay for a service I can no longer receive.

Business

Response:

Please be advised Verizon has reviewed the consumers account. It has been explained that the Early Termination Fee (ETF) billed is valid. The consumer subscribed to a bundled package in October 2014 under a 2 year contract. Verizon has no records to support the consumers claims of being advised that the Early Termination Fee would be waived. At the consumers request an order was placed 2/*/15 to permanently disconnect services. Verizon has back dated the disconnect order to 12/**/14 however the ETF has been sustained.

Review: Verizion put my computer in one bedroom, printer in another bedroom,Main phone in kitchen. [redacted] had them all in one room. I sign acontract with Verizion. They need to let me brake it with this not right.Now I had to use the printer today and it did not work. So my [redacted] year old husband carried it to the kitchen. But when we removed the main lineto the phone it didn't work or my phone so we plug the phone back inand my phone work but my printer didn't These were important paper that had to me sent out I had to pay out ofpocket $68.00 dollars because verizion didn't have the main phone, printercomputer in same room if they did I could of used the plug in the KITCHENto send these papers out VERY,VERY UPSETDesired Settlement: I WOULD LIKE THEM TO BRAKE MY CONTRACT AND GIVE ME MY MONEY BACK$68.00

Business

Response:

Good morning, Credit for the issue with the customer's equipment being in different rooms was given to the customer back on 12/*/2014 in the amount of $60. No further credit is warranted for the same issue. We will not remove the customer from 2 year term that was started on 8/**/2014. Customer has received $35 off her bill each month for being on a 2 year term. That is a total of $210 that the customer would not have received if they were not in a 2 year contract.

Review: I filed a complaint previously but have not heard back from the Revdex.com nor the business?

If it did go through, please email me directly at [redacted] the case number for the original, if it didn't go through I will give another brief summary of what happened:

I am filing on behalf of my grandfather, [redacted]. We have Verizon Fios, and received a bill in May for a $100 Pay Per View boxing match. The thing is, no one in this house is a boxing fanatic, nor would we ever use pay per view. The closest thing we watch to boxing is a Rocky rerun on the free channels, hockey games ending up in brawls also on free channels, and football which is free... all of which obviously don't require pay per view. Verizon called us back and stated one box watched the boxing match from 6 pm Saturday to 1 am the following morning. First of all, let me ask you something: if you have the information to track what we are watching, then you would know one box (my room) is left on the Travel Channel or similar channels on Saturdays/Sundays/some weekdays for most of the day because they have those paranormal shows, and I switch to Lifetime or Comedy Central, and sometimes Cartoon Network. I checked the order history on my box, and it shows no purchases were made from pay per view. My grandparents aren't at the point of dementia at all whatsoever, so I know they would have remembered hitting the "okay" button to purchase a $100 pay per view boxing match... which they wouldn't have hit in the first place.Desired Settlement: They are not paying the bill for that $100, no one in this house is going to pay the $100. We are able to afford it but like I said, you shouldn't be throwing random charges onto bills for things we don't watch. I can only assume you are charging for that high profile boxing match I kept seeing in commercials, and I have to say it isn't right to just throw those charges onto people's accounts in the event they might watch it. I tried to google the length of time the fight lasted to disprove you, and convenient for you I could not find that information, everything only gave statistics and gave trending news about people wanting to sue the guy who participated with an already injured arm for some reason. Like I said, if you are charging random people these charges, I'm pretty sure you are going to give the excuse "oh you are probably one of those people upset about the outcome of the match"... although we don't watch boxing. Or pay per view.

Business

Response:

Executive Relations/[redacted]/Revdex.com case [redacted]/ Called [redacted] at ###-###-#### and we talked about the pay per view fight that was ordered on his account on 5/*/15, and he denies all knowledge , and says he did not order the fight. I said I would credit the pay per view for him, and asked if he would like to learn about parental controls to stop the ordering of the pay per views. [redacted] asked if all pay per views could be blocked? And I said yes they could, and I would have a representative from the [redacted] call him back to advise with instructions. I did issue the credit for the pay per view, total credit $114.98.[redacted]/Fiber Solution Team/[redacted] Revdex.com case [redacted]...Called & Assisted [redacted] Setting up a Purchase PIN. > Press the Menu button on Fios remote. 1. highlight Settings and press OK. 2. Highlight System and press OK. 3. Select Parental/Purchase and press OK. 4. Create / enter your 4-digit Parental Controls PIN. You'll then need to retype your PIN to confirm your selection. 5. Select Purchase Controls to turn them ON or off. 6. Select "Use Parental PIN" to use your Parental Controls PIN as your Purchase PIN. >Purch control is now ON

Consumer

Response:

Thank you for crediting back the amount. Sorry I forgot to state my name ([redacted]), because my grandparents were confused when the Verizon representative asked to speak to their "grandson"! I was at work but I gave the home phone number so you could speak with them directly, and I thank you for speaking with them. Like I said, no one has ever ordered pay per view anything, nor do we watch boxing. No offense but from what I've seen in the commercials boxing is boring, I would never pay $100 to watch something like that, I would rather put that money toward a live hockey match if I wanted to see more exciting brawls. I will be keeping a careful eye on both cable box order histories. If this issue occurs again I will definitely take pictures on my phone of whatever is on the screen, and keeping an ear out for any neighbors that discuss watching pay per view... honestly hoping neighbors aren't leeching off our cable, but I know Fios is more secure than that so really hoping that wasn't what happened. I will also make sure to go over the controls with my grandparents. Thank you, [redacted]

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: Apparently two returned payments causes Usage verification to restrict your account, a month later after another payment was made that had no issues? and a week after payment arrangements had been made with financial services for rest of balance? When you call usage verification they tell you that no one can over ride their restrictions, they ask for the entire amount. Sorry folks didn't mean to get laid off, trying to work with you and you go ahead and restrict us without even letting us know except by an email 20 mins before the service is restricted? Little bit hard to send faxes on my job hunt when I CAN NOT make outgoing calls!!! I had two returned payments one in April and one in May due to losing my job. I made a payment the end of May and cleared with no problem. I then called and was put on a payment arrangement through financial services for balance. This worked for me as I am trying to get bills back in order. This arrangement was made last week on June [redacted] When I noticed that the payment I was scheduling for June [redacted] came out that day on June [redacted] I called and asked them to reverse that payment as it wasn't due yet and when I switched from checking to debit it changed the date and I didn't notice. So agent did put in request for reversing payment and setup new arrangement including the backed out payment. Usage verification only today June [redacted] put a restriction on the account almost a week after arrangements were made. This is the most ridiculous thing I have ever dealt with. People sometimes have returned payments on other bills that has nothing to do with fraud. That is just a fancy word you want to throw in there to make is seem legitimate for what you are doing. However, I still get billed for VOD and Phone service even though I can't use it? Besides the fact that the Usage verification reps know they can't be overridden and are rude and act better than you when talking with you. I can't even use the fax now to send out resumes!!

Product_Or_Service: Verizon Fios Triple

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the restriction removed since it was placed after you received good payments and after payment arrangements were made. What is the purpose of making payment arrangements to protect your account if they don't really protect your account. The financial services rep said if I keep my payment arrangements it would prevent service interruptions. Apparently he lied?

Business

Response:

Verizon's records show this concern was received from the MD PSC on 6/**/15. According to our records, a [redacted] in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. [redacted] was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should [redacted] use a different form of payment, there will be a 10 day hold to allow the funds to clear the bank. Verizon’s records reflect an ongoing history of returned checks.

Consumer

Response:

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

[Your Answer Here]

There were two returned checks. The last payment was made in error a week early and I called and they offered to reverse the payment so I could pay on the day it was due. The problem isn't the checks. I was in a payment agreement and made a payment and because that last payment was reversed at your suggestion your restricted the account.

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

Sincerely,

Business

Response:

Verizon's response remains unchanged. A [redacted] in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. [redacted] was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should [redacted] use a different form of payment, there will be a 10 day hold to allow the funds to clear the bank. Verizon’s records reflect an ongoing history of returned checks.

Review: Sold our house and contacted Verizon to disconnect and discontinue triple play service(phone, cable, internet). VZ send boxes to ship all equipment back to them. This was done in June 2014.

Paid final statement. Started receiving bills for a different account number in July. By August spent 10+ hours on the phone with Cust Service and thought we had reconciled the issues. Still receiving credits and bills on this account throught November when we were told to pay $39 so they could refund $44 to settle the actual amount. VZ had sent me to two credit agencies for an account which was closed. Received a final zero balance statement. This took over 20 hours of time on the phone with customer service/ billing/finance. In December received a bill for the account which should have been closed for $44. Another 3 hours on the phone and they cannot figure it out.Desired Settlement: Final statement, again, that cancels this account from my name and balance to zero. A free credit report for the nuisance and the credit collections activity they initiated. Compensation for so many hours on the phone for a problem they caused and couldn't solve. Some clarification of how/why they cannot respond with accuracy and followup.

Business

Response:

On December **, 2014, the customer spoke to a Verizon representative concerning being billed $44.58. The representative explained to the customer that a refund in the amount of $44.58 was owed to the customer. A refund check for this amount was mailed on November *, 2014 and cashed on December *, 2014. A second refund for the same amount was electronically deposited into the customer’s bank account on December *, 2014. The second payment was made in error and a refund for the payment was being requested. The customer called again on January *, 2015 and spoke to another Verizon representative who issued a credit on the account thus making the balance $0.00. I spoke to the customer on January *, 2015 and confirmed the above. He was satisfied.

Review: I have been a customer with Verizon for more than 6 years. Last month, I received my monthly invoice. While I was reading, I saw extra charges for $99.99!! I looked closely and I saw "charges for boxing match"!!I knew that I did not watch the game. I asked my wife who never watched a boxing match. She did not watch it. I asked my kids if by accident they ordered the match. They dais NO!So, I called Verizon, and I spoke with the customer service. She kept telling me that someone watched the whole match. I told her that I was in the process of moving to another place and I did not want to have this incident as an experience to end my lengthy relationship with Verizon. I was planning to move the service with me. She insisted that I should pay the $99.99. I moved, and for the first time I turned to [redacted]!Desired Settlement: Respect my humanity.Why should I pay for a service that I did not have?

Business

Response:

Please be advised, Verizon records reflect the consumer was billed $99.99 for a Pay Per View (PPV) program purchasedon 5/*/15 via the consumers remote. Upon receipt of the complaint filed, has spoken with the consumer regarding thedisputed charge and has offered to apply a %50 adjustment. The consumer has accepted the adjustment. Total amount adjusted was $49.99 plus tax ($3.29)

Review: I have been trying to resolve a service problem with Verizon internet for over a year now. The problem has been escalated many times and never gets resolved. Verizon has sold me a product that they can not deliver and continue to bill me for it a refuse to fix it. Currently I am being billed for a 7-15mbps DSL like with phone service that I do not want or need. I am actually getting 1mbps of internet speed or less, and no phone line. They have been telling me the issue would be resolved forever, and that I would get a bill credit when they finally fixed the issue... but after a year, I am in doubt that Verizon plans to do anything to fix my issue and is hoping that I'll leave their service so they won't have to issue my credit.Desired Settlement: Verizon needs to refund the amount they charged me for non-functioning service, and either provide me with a working line, or cancel my service all together.

Business

Response:

A Verizon representative spoke with [redacted] in regards to his speed issues. A technician was sent to his home and tested speeds from the network interface device and were well within the speeds he is provisioned for. The customer has been provided the direct number for the local area manager should he continue to experience issues. [redacted] did confirm that his speeds seem to be working better and has been informed that the wireless speeds are not guaranteed. We have also confirmed the customer's bill was adjusted $10.00 for the current and previous bills.

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:

The business has not addressed the issue of billing both myself, and my landlord for the same service. Service is also NO LONGER FUNCTIONING. I have new evidence that Verizon has been intentionally throttling my speeds as well. I have been paying for non-functional service for a year with the promise of a refund when a problem could be identified. Now that Verizon has "identified" the problem, they are denying a refund and instead, issuing a 20% credit. This is unacceptable. A formal notice of dispute has been submitted with the company in order to proceed to arbitration.

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:

First, the tech never made it to my house, as was documented by your representative. Second, the $10 credit still does not address double billing my address, or non-functioning service. I have filed a formal notice of dispute with Verizon requesting mediation on 9/**, with a follow up request on 9/**, and they have not replied within the 30 day guideline set. If verizon does not address my complain within the next 2 weeks, I will be forced to take legal action against the company for their deceptive business practices.

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

Sincerely,

Business

Response:

Our records indicate, a Verizon technician visited [redacted] on November *. 2015 and tested the router, from the back port of the router the speed was 6.9 - 7.1mbps. However when the customer did a speed test from his laptop wirelessly he was only getting 1.2 - 1.5mbps. The technician changed the router, disconnected all the peripherals the customer had attached to it and had him check. This time the test showed 6.5 and above. The technician discussed with the customer the fact that adding other Customer Provided Equipment into the router would eat up bandwidth. [redacted] understood and will test adding one at a time and them testing the speed on his laptop to see how much it goes down and do this until he finds out which of he Customer Provided Equipment is using most of the bandwidth resources and manage its use accordingly. A Verizon representative spoke with [redacted] and confirmed that the technician was able to assist with his speed concerns. Credit was previously issued for the price difference of the lower speed. No additional credit is due.

Review: I moved in to a new house in August 2015. Verizon Fios contacted me offering a service for $109.99 a month plus equipment, it will be mandatory that I sign a two year contract. They offered me the Extreme HD TV package, at the time I had no idea what it meant but that it will include preferred channels. They also told me that my price was going to me locked for 2 years, no extra, hidden charges. When service gets installed I realized that all preferred channels are not accessible. I contacted them and they told me that they have installed the the preferred package and not the extreme package but for the same price they were going to set up the extreme package as they have promised from the beginning. Now, in my bill they have all additional services and cancellation and addition from one package to another stating that I was the one asking for those changes. When I contacted them I was asking for the service I was promised and signed up for. I told them I want to cancel the service becuase one I can't afford ghosts charges that they invent to make the bill higher but don't want to give my money to a company I can't trust. I contacted them today and their explanation is "[redacted]". If from the beginning I have asked for preferred vs extreme I would understand and agree that I have asked for those changes but I didn't. I feel abused, taking advantage of. A company that with false pretend get people signed up for their services is totally unacceptable. Another thing is that they promised a $450 gift card at the time you sign up for the service, they don't tell you that you most keep payments on time or you loose the possibility of getting a gift card. Not that I want to encourage people to be late but at least they need to tell people a front, you will get a gift card with certain conditions. They lie and lie to people then if we decide to cancel service we have to pay them still for early cancellation.Desired Settlement: I. I want them to reimburse me for any extra charges that they have billed me for and I have paid for that had to do with their doing. Cancelation of one package and addition of the other. 2. I want them to unacknowledged that they have lied and not keep their word when promising a discounted service.

2. I want to cancel contract without penalty if possible.

Business

Response:

Please be advised a Verizon Billing Specialist spoke to [redacted] on October **, 2015 to review the account. [redacted] was disputing the pro-rated charges on the account because she was told the bill would only be the $109.99 for the increase in TV package and not told the next bill would contain prorated charges. As a good will gesture we issued a credit for the prorated amount and that will be deduced from the next statement because she has already paid the bill. 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 was not informed nor did I agree to an installation fee prior to having service turned on. Verizon's employee failed to inform me of this charge when I gave my electronic signature.Desired Settlement: Remove installation charges.

Business

Response:

Subsequent to receipt of the complaint, I contacted [redacted] and apologized for her concern. [redacted] stated she was never advised ahead of time of the one time installation/set up fee. I advised [redacted] that I adjusted the first installment including tax of $27.99 and waived the remaining two installment charges from appearing on future bills. [redacted] was very 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. I would also like to add that Steven was particularly cordial and was so kind as to give me a direct line to him in the event that his bill correction didn't go through properly on my end. Very happy with the speed and outcome. Good job, Verizon!

Sincerely,

Review: I cancelled my Verizon Fios service on 10/**/2014. I have the Confirmation #. Each month since October of 2014, I have continued to receive a Verizon statement showing that a credit of $54.55 is due to me.

I returned all Verizon Fios equipment via UPS on 10/**/2014 and have that UPS return slip.

After waiting for 3 months and having not received a refund check for the amount still owed me, I called the number for Customer Financial Services, ###-###-####, on **/**/2014 at approximately 2:45 PM, and talked with a Verizon representative. She informed me that the account was indeed showing as closed and she would put through to have my refund check mailed to me.

As of today, 03/**/2015Desired Settlement: Refund owed to me, which is $54.55.

Business

Response:

We spoke with [redacted] and advised her there was an issue with some refunds not being processed. We went in our refund system and manually processed refund.; 2-3 weeks at the latest.

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 just received my refund check in today's mail. So, as far as I'm concerned, I've received the resolution I wanted and the case is closed. Thanks again, [redacted]

Sincerely,

Business

Response:

Our records indicate that a refund check in the amount of $54.55 was issued on March **, 2015 and cashed on March **, 2015. Attempts to contact the customer to discuss her concerns have not been successful.

Consumer

Response:

As I originally emailed your representative on 03/**/2015 at 4:26 PM. I received the refund check from Verizon that day, so please close the complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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.