Verizon Communications

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: 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: Telephone Account/Phone Number: ###-###-####

For the past four years I have had problems with the DSL Internet service provided over my telephone line. I am a former network design engineer with Verizon and left on good terms. I say this just to get you to understand that I may have some knowledge of the issue and am just not simply complaining. The issue I believe stems from lack of throughput from the DSLAM unit located at the junction of [redacted] and [redacted] in New Kent County and Verizon's data network. Verizon technicians have been to my house and check my telephone line at least a dozen times with no change in the reliability of my connection. We have to reboot our router as many as a dozen times a day in order to get a connection that will last from 5 minutes to several hours. Technicians have told me that this problem is rampant in my area and I am not the only one affected.Desired Settlement: I would like to be reimbursed for the services that I have not received over the past year at least. Being an electrical engineer, my billable rate is $150/hour. In the last month alone I have spent over twenty hours on the phone with technical support to try to get this problem resolved. I have filed an FCC complaint.

Business

Response:

The issue was addressed by Verizon in a complaint filed with the FCC under IC Number: [redacted]. Verizon advised the following on 5/**/16: Matthew B[redacted] expressed concern about internet connectivity. According to our records, on 5/*/16 the customer was contacted by Tech Support. An outage was addressed by the company. It has been confirmed that there is some congestion on the DSL equipment serving this customer; however, Verizon Engineering has advised there are no plans for relief at this time. Verizon’s position remains unchanged.

FIOS is terrible. I moved out to the [redacted] area from the [redacted] area switching to Verizon from [redacted] when I moved out here. BIG mistake, FIOS internet (the only service I want or need) is so slow to the point that it completely stops working. It's almost like Verizon overloads their servers with customers. I never had this issue with [redacted], there were evenings when it might slow down a little after 5pm and then it would only last for an hour at the most, but it was never as slow as the internet speeds are with Verizon pretty much 70% of the time.

Now they have gone and dropped the [redacted] and replaced it with [redacted] which doesn't even come close to reporting weather as well as the [redacted].

I'm finished with Verizon FIOS,

I live in Sun City Shadow Hills in [redacted]. When we moved in 6 years ago - Verizon was the only option for phone and computer. FIOS wasn't around yet - though we were told they had laid the fiber optics in the community already. So when FIOS came to be ready we jumped at the chance to get off of [redacted]. Only to find that when Verizon laid their fiber optics - they missed 2 main streets and all the connecting streets in our community. 230 homes have the tubing in the ground (street) but there is no fiber optics in the tubing. We have talked to supervisors till we are blue in the face. Verizon says they will not come out to correct their mistake unless our entire community gives them a blanket contract. Our community does not want a blanket contract. So We have DSL for computer and direct tv for our TV. Verizon has been awful to deal with. I hope the Revdex.com will look into this for us. We got everyone to sign a petition and Verizon still didn't care. Thank you, [redacted]

I had verizon in my home for a total of two days before realizing the high speed internet was not giving me the advertised speeds. Technical support tried multiple times to resolve the issue and was not successful so service was canceled. I was informed I would receive a kit to send back their equipment and I would receive a pro rated bill. It has been three weeks and still no kit. I then received a bill with an activation fee and charge for the equipment. When I called to inquire about thsee new charges it took the associate 36 minutes to tell me that they could not send me a kit and I was to return it to a local office. The closest office is approximately 30 miles from my home. During the call I repeatedly asked to speak to a supervisor and was not handed over to one. At the end of the call the associate handed me over to someone who did not state his name but said he was a supervisor. He did not offer any resolution, but repeated verbatim what the associate had said and then ended the call. Terrible service from a lackluster company.

Review: Our verizon fios contract for 2 yrs was coming due, we called up the verizon elite group on 4/**/14 in the Westchester Office to renegotiate our contract for 2 yrs. We spoke with a customer service rep she offered us new agreement that was much higher than what we were paying before. At that time we asked to speak with a [redacted] or [redacted] if they could do better. She transferred us to a [redacted]. We agreeded upon a 2 yr agreement which included a $35.00 credit to save us from going to cablevision. This took place on 4/**/14 he sent an email with a preview of our new monthly agreement order number is [redacted] which said only $5.00 discount. [redacted] said that $35.00 credit would take 1 to 2 billing cycles to reflect the discount. He said when you get your first bill call me, he gave me his direct line [redacted] and said that he will take off the $35.00 off the first 2 bills if discount did not go through. Agreement for billing was $202.67 minus $35.00 which would come out to $167.66. We had received the first bill last week 4/**/14 which the bill stated $209.30 not the $202.67 which he sent in an email. I called [redacted] on 4/**/14 on his direct line and he did not answer, I left a message on his answering machine to call me back.I called the next day Friday and did not answer again left message on machine for him to call me back.No response again. Called again spoke with a customer rep explained situation. He said hold on I will speak with [redacted] came back to phone and said he will call me back with in the hour on my cell or home phone. We waited all night and he never called. This is been an ongoing situation,for one week that all these messages that have been left by me and other customer reps also [redacted]s from other depts were also involved he never picked up the phone and called us back as a [redacted] should. I feel we had been lied to,and deceived by verizon management.How does Verizon a huge company have a [redacted] not live up to the standards of management and VerizonDesired Settlement: I want this situation from Verizon to be resolved as quickly as possible so I can pay my bill on time like I always do. I would like them to honor the agreement for $167.66 for 24 months that was agreed upon with [redacted] of the Westchester Office.

Business

Response:

Verizon contacted the customer and advised that the order

completed on 5/**/14 to add the $35.00 bundle credit for 24 months. A credit of

$36.84 was issued to cover the current bill. The customer was satisfied and the

complaint was closed.

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 October [redacted], I called Verizon about my bill rising. After talking with a [redacted], they explained they can not lower the bill back down $20 as it was before, however they could lower it down by $15 a month. I agreed. On Dec [redacted], I received my bill and the discount was not applied. I called in and talked to Verizon about the issue and the lady said that she sees the notes on it, but did not have permission to add it. She told me since I was promised it, I would receive it but she needed to forward me to another section who could take care of it. The gentlemen was very nice but he could not apply it as I did not qualify for it and he would talk to his [redacted] and get back with me within 24 hours. It has been 48 hours and no response.Desired Settlement: I would like my $15 credit per bill as promised.

Business

Response:

Upon receipt of the complaint, Verizon issued a manual adjustment of $15.75 to honor the missing discount on the November 2014 invoice. Verizon is working to resolve the credit adjustment issue, which should be resolved within the next billing cycle. A billing representative will review the December 2014 invoice to make certain the discount is reflected, if not, the representative will continue to manually adjust the account until the IT issue is resolved. The consumer received contact information via voicemail, to make contact with further concerns.

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: Upgraded verizon fios internet speed. Ultimate HD package did not change. Now I don't have the same channels as before, primarily missing channel [redacted]. My account says I am authorized the outdoor channel now verizon wants to charge me for a sports package that is part of Ultimate HD. Before I upgraded I specifically verified that my channel lineup would not change. This is a typical bait and switch by verizon when you update your plan.Desired Settlement: either restore my servive and channels or reset my account to my original package which was had the authorized channels I'm missing.

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 had a wire maintenance plan from Verizon FIOS. When I had an issue with the wiring in my house 2 technicians were dispatched at different times and both refused to fix the wiring problem. They said it wasn't their job and they gave every excuse not to do any work. I gave up persuading them to do their work and honor the maintenance plan that I purchased that was supposed to cover an incident such as this and just hired a private contractor to do the work.Desired Settlement: (1) Please remove ANY and ALL charges related to the wire maintenance plan from my account and

(2) As a courtesy and compensation for all the incompetent technicians I had to deal with, I would expect at least a credit for 1 bill of service ($105) for all the trouble I had to incur due to this incident.

Business

Response:

The customer added inside wire maintenance on 1/**/15 for $39.95. On his Jan 2015 bill he was charged for labor fees $91.00 + $138.00, and a jack at $3.99 (plus tx/fees). The customer did contact Verizon and the credits were issued for the labor and jack on 1/**/15. Total credits: $250.17. On that same day, he removed the inside wire maintenance plan claiming the technicians would not help him. He called back on 2/*/15 saying that techs did not help so also wanted credit for the plan charge $39.95. He called again on 2/*/15 and a credit was issued for $42.90 (that was the plan plus tx/fees). Basically, he was given credit for the plan and all technician charges already, total credit $293.07. We reviewed with the customer and we dont credit for compensation. Case closed.

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 Oct ** I started a new Verizon plan,responding to their promotion of 59.99/month, 5.99 router fees, $7.99 for set top box, plus around $9 taxes. I down graded the channels and got it for 49.99. the customer service rep [redacted] assured me that my first bill will be $10 less to bring it down to &49.99/ month and no installation or activation fees will be charged. she wrote me an email confirming that she has taken off installation fees and that she will adjust my monthly bills for activation fees. Because that is how Verizon charges. I cancelled my service on November[redacted], within 14 days and returned all the equipment, which was within the contract dates. I called several times to find out my final bill amount in november, December and the reps confirmed twice that my total bill was $34.51 and that I should wait till I get my bill. When I finally got my bill in january it was $73. There are some credits that the Reps don't know. In January I called asking for an explanation of charges, no one is able to explain they keep transferring me from one person to the other. now they have charged $5 late fees. I have a copy of the Reps email and an email from verizon confirming my first bill.Desired Settlement: plan for three services 49.99+7.99 STB fees+5.99 Router fees+9 taxes=$72.28/30 days for 14 days it should be $33.73 not the $78 that they are charging me. I need a detailed explanation of my bill and it pay it off.

Business

Response:

We spoke to [redacted] regarding amount due on final account [redacted]. The customer was placing an order online 10/**/14 for the Select fios ready offers. She had some questions about it and called in to speak to a Rep. The rep advised customer she could place same order for her and honor online waivers for activation charges. The activation charges were never waived and the customer then cancelled that account 11/*/14 to take advantage of the holiday offer with a $400 gift card. We issued a credit for activation charges 69.99 and late payment amount to close out final bill in full. The total credit amount is$77.34. The customer is satisfied.

Consumer

Response:

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

Sincerely,

Review: I signed up for a 2 year agreement with Verizon TV/Internet/Phone under the guise of receiving a $300 Visa Gift card in October of 2014. Was later offered through e-mail a choice of two other offers. Declined those offers because I was told I would receive my Visa Gift card for $300. On several calls to verify when I would receive Visa Gift card I was told I would receive it in 90 days from start of account. Called aftfer 100 days to find out what happened to Visa card and was transferred to Promotions dept and put on hold for over 30 minutes. While on hold I called back on another line to be told that there was no Visa Card with my contract, after being told only that morning and several other occasions that it was part of my promotion deal. I feel I have been baited and switched upon and they have not offered anything at all in the way of compensation.Desired Settlement: I would welcome the Visa Gift card for $300 or $300 off my bill.

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: An unfair restriction on my account

I have verizon cable and in december of 2014 I called them to upgrade my service but was told that I couldn't due to having a RESTRICTION on my account. when I asked the representative what the restriction was he said that he didn't know. I told him to ask a supervisor who also said that he didn't know. about a week later I received a letter from their Verizon Change Order Review Team which stated that I have a restriction on my account but it doesn't state what the restriction is. I sent them a letter asking them to tell me what the restriction was and I never got a response. on january**, 2015 I called verizons customer service and after over an hour on the phone talking to [redacted] and to another woman who I couldn't even understand they still didn't give me an answer. I did find out that my son, who has the first name as me, did owe money on his CELL PHONE account. since I never had a cell phone account with verizon and ALL of my information is different than my son's I didn't understand why they refused to help me. also, I just received a SECOND letter from the verizon change order review team stating that I still have a restriction on my account. at this point verizon fios is just ignoring anything that I told them and that I am being punished for something that has nothing to do with ME!Desired Settlement: I want the restriction lifted from my verizon fios account.

Business

Response:

Verizon has escalated this case and referred for review and determination of the removal of the restriction permanently and the disassociation of the Final Verizon Wireless account from [redacted]'s profile. Details have been provided of the different Social Security numbers and hopefully that should be enough for their research and disassociation. Because this investigation involves multiple systems and at times checking with external credit bureaus, a response is not expected before 2/**/15 at the earliest. Verizon will follow up for the results and advise [redacted] as soon as they are received. Verizon can have the restriction lifted temporarily for 24 hours if [redacted] needs to make changes before the investigation is completed. An email was sent to [redacted] after being unsuccessful in reaching him by telephone. [redacted]

Consumer

Response:

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

[Your Answer Here]

nothing was settled

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

Sincerely,

Business

Response:

On March*, 2015, I verified the restriction on Account # [redacted] was removed. I had a representative attempt to place a “dummy” order to confirm thatorders can now be placed to make changes to the account. A resolution letter was sent [redacted] and via email as requested by [redacted]. Verizon apologizes for the inconvenience.[redacted]

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: After cancelling service with credit balance, still waiting for refund.

I bundled a deal between [redacted] and Verizon.

Big mistake. Each one played off the other with bad service. Anyway, every month I would receive one bill from Verizon that included TV ([redacted]) Internet and phone (Verizon). Verizon would remit payment to [redacted].

Because of the terrible service, I cancelled, paid my bill but Verizon failed to pay [redacted] for their portion. So now I have a credit balance and [redacted], rightfully, wants their payment. I called Verizon to ask why they didn't pay [redacted] like they did every month and why I am still waiting for the refund. I've received different reasons and responses from Reps. I was even told that a check went out 13 days ago.

Very nice of them to hold [redacted] and my money and in effect get an interest free loan from all the people who cancel. Probably runs into the hundreds of million dollars and is criminal in my opinion.

I'll never do business with them againDesired Settlement: DesiredSettlementID: Other (requires explanation)

Please refund the unauthorized holding of my money.

Business

Response:

Verizon advised thecustomer that his refund in the amount of $168.38 was issued per Verizon check# [redacted] and cased by the customer on 5/**/15. He has been provided with a[redacted]r’s name and direct number for any further questions.In accordance with aprior complaint, on 5/**/15, Verizon spoke with [redacted] whoadvised she received the refund check on 5/**/15 and paid [redacted].

Consumer

Response:

I have read the response made by the business in reference to complaint ID [redacted], and find that I have no choice but acceptVerizons refund check. Although I did receive the refund check, I find their policy of billing for [redacted] and then holding that portion to be highly unethical or more. Someone should look into the legality of this practice. I did receive the money due me but what gives Verizon the right to hold money they know was in payment for [redacted] services. I have sold all stock I have with Verizon and would NEVER advise or do business with them ever again.

Sincerely,

Review: My Verizon Account is [redacted]. Verizon in the middle of night today suspended my service for lack of payment which I am aware of. Now Verizon never got in touch with me not even to make a reasonable agreement with me. I want to pay what I owe but it has to be what I can afford and at least have one service turned back on.

Verizon has gotten very expensive and the total service is not all that great.Desired Settlement: To have an agreement done that best fits me ( I get paid twice a month) not Verizon and until my past due is paid off I would like at least the TV service back on for my children .

Business

Response:

Verizon Financial Services contacted the customer and explainedthat services had been interrupted because she had failed to keep her payment arrangement.At this time, the service is not terminated, and if she makes the payment withinthe next 35 days, the service can be restored. After that we would send her afinal bill which is due in full upon receipt. The customer understands, and thecomplaint has been closed.

Consumer

Response:

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

They refused to work anything out with me. Verizon wants full payment to restore my services which at this time I can't afford so I am taking my business somewhere else. I will pay what I owe to verizon in hopes that I won't deal with them anymore.

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

Sincerely,

Business

Response:

Verizon sustains its prior response. Verizon FinancialServices contacted the customer and explained that services had beeninterrupted because she had failed to keep her payment arrangement. At thistime, the service is not terminated, and if she makes the payment within the next35 days, the service can be restored. After that we would send her a final billwhich is due in full upon receipt. The customer understands, and the complainthas been closed.

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 am not happy. Will pay what is owe on my pay schedule and at the end I will be less customer dealing with verizon.

Sincerely,

Review: Verizon is charging me an early termination fee of $1032.00. They said I had a verbal contract and agreed to the terms. The technician ( Ravanti Loius) never told me of the termination fee.

I agreed to pay a $200 termination fee when I discussed the problems with Ruth from customer service but was flatly denied.

It is unfair to force an individual or business to stay with a service because of the threat of a termination fee. It is a service. When you no longer need the service that should be the end of the billing.

There is no proof that I agreed to the early termination fee terms.Desired Settlement: Waive the termination fee or accept the $200 origally offered.

Business

Response:

According to our records, a Verizon representative spoke to [redacted] on March *, and offered to cancel the existing service and change it to a month to month rate with no early termination fee. [redacted] advised the representative he felt this was fair. The representative has scheduled a follow up to review the March billing statement to make sure it is correct.

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: Verizon DSL has made appointments with me, when my service just stopped. They have repeatedly not showed up for appointments made to fix the problem.Unfortunately I would gladly discontinue service but there is no other provider available for DSL internet service in my neighborhoodDesired Settlement: I would like a refund for the period I did not have service and compensation for the hours of work that I lost waiting at home for technicians to come that never arrived. If they ever get the service working this could be free service for a half year.

Business

Response:

On 11/**/13 we dispatched technician resolving problems.

Repair manager has provided customer with his contact information.

Review: A bill came out of my bank account unauthorized. It has caused me not only the bill charges but also several overdraft fees. The fees are 288 dollars because there are nine of them at thirty two dollars each. The bill that they took was 354.01 . I can not get an explination or any help. I get sent from one department to another without relief and am requesting your help because I am beyond frustrated and need assistance.I am looking for the billed amount and or fees back but at the very least the fees to be redeposited might be acceptable.

Product_Or_Service: Home Phone, Internet and Cable

Order_Number: n/a

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

a refund of the payment and or fees would be appreciated.

Business

Response:

Verizon's Customer Financial Services Dept advised [redacted] that we will need to recieve proof of overdraft fees before we are able to take any action. She states that she will send her bank statement, tomorrow morning. She has been provided with the fax number of ###-###-####, and has been advised to send this information to [redacted]. On 10/**/14, we had not received the information and called [redacted] to advise. We left a message providing our direct contact information. On 10/**/2014, Verizon still had not received the required prooof. The representative left a voicemail on 10/**/14 advising her that proof was not received as agreed, and she has not returned my call. We are unable to assist without this information.

Review: I cancelled my services on Dec**, 2014 and sent back all equipment. When I went online to pay my bill I noticed that they charged me for the month of January 2015 at which time I did not have any services. When I called and spoke to customer service they explained that they never cancelled me account when I called the first time, but I would have to be transferred to financial services who than explained they couldn't help me and they would have to transfer me to collections and they proceeded to transfer me to another department. After being transferred 5 times and waiting on hold for 10 min each time I finally got to a representative who told me she would have to re instate my services back and I would have to pay a minimum amount and then they would make the adjustment and cancel my services. I told her that was unacceptable as I would not pay anything until they cancel the services and for them to make the adjustment to my bill. I was transferred one last time and that rep. told me I would have to wait for a final bill and call an dispute the January charges.Desired Settlement: I need them to take off any charges from January as I cancelled in December and close out my account. I would appreciate any accommodations they are willing to offer for the inconvenience. and for this to be solved ASAP.

Business

Response:

We spoke with [redacted] and advised 01/**/15 bill shows credit from 12/**/14- 01/**/15. Explained we issued a manual adjustment of $61.42 to the account for 01/**/15-01/**/15. Informed because the account was disconnected during the billing cycle will receive auto credit from disconnect date to the end of the billing cycle (01//**/15 - 02/**/15). [redacted] understood will be receiving a revised final bill and had no further questions or concerns.

Review: My home account which we have had for years has unfortunately had many problems with your customer service over the last year or so. While I do realize we still owe for a few months I got an email stating or service was going to be shut off at the end in January which it ludacris. I then looked at our bill which we are being charged for hd boxes that were returned through[redacted] on the same day we received them for the amount of 1250 dollars. I've contacted customer service on 3 different occasions about this at first it was we will get back to you then finally on the 3rd telephone call we were told the charges would be lifted off the amount but they are still there. I want these charges immediately removed. We returned everything for the new equipment that was sent and are now being charged a ridiculous amount ands have received no help in resolving the matey at all through customer service. We have unfortunately due to being in the hospital owe for a few months but that balance will be taken care of in February. If this matter does not get resolved in a timely fashion I will be canceling my service indefinitely. Thank you.Desired Settlement: 1250 billing adjustment for the equipment that was sent back that was charged mistakenly to the account and to not have our service shut off due to this mistake from your company

Business

Response:

We have not been able to locate the equipment customerinformed was returned via[redacted]. The customer does not have the [redacted] trackingnumber or receipt. We asked customer to please return to the [redacted] store wherethe equipment was returned to and have [redacted] search their records for thetracking number. The customer has escalations specialists name and directnumber to call with the needed information and once it is provided we willexpedite the search for the missing equipment.

Consumer

Response:

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

I have contacted the representative and told her that the item came with a prepackaged posting slip which you can drop off at any [redacted] store. Since the item was merely dropped off and shipped back there was no handing of any slip due to being able to just dropping it off. The store obviously can not find this package because with out a slip they can not locate it if yu have no inormation about the package itself. If there was a pre packaged slip why is there no record of the number that was used in their system.

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:

YOU printed out the return slip I cant give you tracking information when I was not the one who printed the slip and it was printed by YOU. YOU should be able to locate the actually tracking information through YOUR system as it has been done before FOR ME when returning a cell phone prior to last year. I do not work for verizon nor do I have access to your systems YOU DO. SO why dont you go into the system and find the tracking number.

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

Sincerely,

Business

Response:

No new information provided. We understand the customer is not satisfied and we will not be able to resolve the issue until the information requested is provided. We are not able to locate the equipment customer informs he returned. The customer must return to the [redacted] store where they returned the equipment to obtain the tracking information needed. The shipment needs to be tracked from the shipped location to us. This is not information we have access to and would not have been on the label shipped to the customer to return the equipment. This is information only [redacted] would have not us.