Verizon Communications

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.

Review: when installing FIOS cable, my street lamp line was cut.

I have contacted the repair dept of verizon several times, only to be assured that the employee last involved in the matter did not send the"ticket" to the right place. Oh, but now the field foreman will call me within 24 hours! I'm still waiting.Desired Settlement: Installation of 100 ft of 14/2 UF wire plus connections

Business

Response:

Our representative spoke with the customer on August **, 2015 to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigate. I spoke with the foreman on September ** who referred the issue to our Contract Service Group. A foreman spoke with the customer on September **. The customer will provide an estimate that he has already received. The Contract Group will work directly with the customer's electrician and have him complete the repair. I spoke with the customer on September ** who confirmed he spoke with a foreman. He has my contact information if there are any concerns.

Review: On 10/**/14 I had the account disconnected and reconnected on 10/**/14 to rectify an error made my Verizon when opened a FiOS account and so I could receive the [redacted] employee discount. The technical problems started immediately upon reconnection. The system would not retain my password. I reset my password countless time while on the phone with their Tech Support. Supposedly trouble tickets were put in on it. I made a minimum of 5 calls on that issue alone before it seemed to be fixed. On 11/**/14 the old primary identity that was supposed to have been deleted with the disconnect and reconnect popped back up as the primary. I made 14 calls and/or did online chats with Tech Support to try to resolve that issue. On 1/**/15 the password retention issue was back. On 1/**/15 I was finally told the primary identity that had been created on 10/**/14 was irrevocably corrupted. I could keep the old identity that had cropped up again or disconnect and reconnect again. On 1/**/15 Tech Support called to reiterate that nothing could be done but another disconnect and reconnect and then transferred me to Customer Service. They told me the package price might go up with the disconnect and reconnect, which I said was unreasonable since I had been calling about problems since 10/**/14 and all the issues are on their end. No other compensation was offered for my time or trouble. I said I needed time to consider the disconnect and reconnect. Later on 1/**/15 I called Customer Service to have the service disconnected on 2/*/15. When I was told I would be charged $210 in early termination fees, I asked to speak to a supervisor. She offered me the same package price as I am currently paying and a $75 credit. I declined as I had already spent over 43 hours trying to resolve the problems since 10/**/14 at that point in time and was not feeling confident the disconnect and reconnect would actually solve the problems. The supervisor said she needed to speak with her supervisors and swore she would call me on the[redacted]. I never received a phone call.

To sum up, between 10/**/14-1/**/15 I spent more than 43 hours online or on the phone with Verizon trying to resolve the issue. Over twenty phone calls were made regarding both the password retention and incorrect identity for the account. The issues were either not resolved or done so in timely fashion. I can provide a call log for every call made, plus a copy of the chat transcripts.Desired Settlement: All early termination fees waived.

Business

Response:

A representative spoke to the customer on February *, 2015. Based on a discussion with the customer regarding the customer’s experience with service issues, and a review of the account by the representative’s supervisor, a decision was made to waive the early termination fee that would have been assessed as a result of the customer canceling services before fulfilling her two-year agreement. The customer 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, [redacted]

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: 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: 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: have been trying to update my service since 02/**/2016 to have internet only at a price I was quoted and I am continually told that it now can't be done. In the meantime, I am paying for TV service that I am not using. It is frustrating and I have spent over 4 hours chatting or on the phone with representatives. It is very frustrating and overall bad customer service that a long time GOOD client has to deal with such poor service from a company.

Details: Chatted with David on 02/**/2016 - Chat ID [redacted] Spoke to Evelyn on 02/**/16 to implement the chat at quoted price - She provided reference #[redacted] as confirmation.

Chatted with Vannessa to ask about what my current bill would be on 02/** Approx and she indicated change was not made and NO record of conversation, made me feel like I was lying. She would research and get back to me, never heard back.

Called 2/** - spoke to [redacted] and he was going to handle - entered order # [redacted] - I immediately got an email there was an issue so I called back.

2/** - Spoke to Randy, Order # [redacted] - she assured me this would go through and she would follow. I thought it was all taken care of.

3/* - called to confirm last order was successful, spoke to Richard, and he wasn't able to honor. Manager Karen came on the line after 30 minutes - she said was able to change the service to the wrong pricing but had to request special pricing which takes a few days. I still have not received any confirmation of the change and have tried to reach her and left two messages at her direct number of ###-###-####. She provided a reference number of [redacted]Desired Settlement: I want someone who can actually make the change at the price quoted to do it and refund me at this point for the tv services I have tried to disconnect since February [redacted].

Thank you.

Business

Response:

Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Maria expressed concern regarding the change requested for her Verizon Internet and TV services. Research found there was a system issue with the original order. Several representatives attempted to correct the trouble and replace the original order. Unfortunately, it required the help from the Provisioning Repair team. We verified on March [redacted], the trouble was cleared and a Verizon representative was able to complete order. The account shows her TV has been removed and credit give back to 2/**/16. She received 2 credits totaling $72.25 on March [redacted]. The system shows her FiOS 75/75 Internet speed is $44.99 for months 1-12 and $54.99 for months 13-24.

Review: I have no email on my computer. I've been promised three days in a row that it would be working the next day.

The email is still not working. The days I called were Thurs. Feb. **, Fri. Feb ** and Sat Feb. **, 2016. They claim a server is down but I am unable to reach a person to talk with about the problem. All I get from them is a computer telephone answering program with a bunch of nonsensical options. None of the options involves speaking with a live person.

Also I have not been able to talk with a person concerning an adjustment in my bill tdue to lack of serviceDesired Settlement: Restore service and adjust the billing for the days without email. The email has been out since Feb. * and is still out as of Feb. **, 2016

Business

Response:

A tech support representative contacted the customer and advised that the problem he was experiencing was with his Mac and Mac Mail. The representative changed the password and was able to get the customer logged into webmail but Mac Mail would not work. The representative advised the customer to update his Java.

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:

Actually my problem was only partially solved. I can get to my email by logging on to the internet but cannot get it through the mac mail. The explanation given is faulty.The computer has not changed one bit since I lost the email on Feb. *, 2016. Also we cannot change our password but the Verizon tech had to change it. When we type a password in, the software will not accept it. Also if there is a problem with java then Verizon should have notified us. My wife and I had to spend about five hours on the phone with their tech support before the problem was partially resolved. Their tech support people promised to callat a specified time and didn't call until one and a half hours later. I do not need any more help from Verizon at this time but overall the support they give to customers is extraordinarily bad.I would like to thank the Revdex.com for notifying Verizon because previous to your actions they did nothing for me. Thank You

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

Sincerely,

Business

Response:

I contacted the customer and he advised that his Safari has not work after February [redacted]. He said he is not sure if the problem is on Verizon's end or his computer. The customer said that he will try to update his computer to see if that helps. He also stated that he does not want Verizon's tech support to call him. He stated that he has wasted to much time and tech support can't access his computer. The customer said that he has found a work around and he will use this until he tries updating his computer.

Review: On February [redacted] I called Verizon customer service, canceled my internet service effective 2/**/15 and requested to be taken off of their automatic bill payment system. Verizon refused to cancel automatic billing when I requested, customer service representative cited a "2 month processing policy" and told me I would continue to be charged.

I did not authorize the charge which was posted to my account on February [redacted] and I do not authorize any more automatic payments whatsoever. As of 2/**/15 I am no longer a Verizon internet customer and Verizon has no right to bill me whatsoever as I am under no contractual obligations at all.Desired Settlement: I want Verizon to honor my request to terminate automatic billing immediately and for me to simply receive a paper bill for the period between the first billing date of this month up until the day that I officially terminate my service. Unfortunately, customer service wouldn't honor such a simple everyday request, so I am forced to come to the Revdex.com.

Business

Response:

Verizon cancelled the automatic payment option for thiscustomer who then stated that she wanted service terminated as she already had servicewith another provider and she did not wish to port her old number. An order wasissued on 2/**/15 to terminate the service with a bill cease date of 2/**/15.

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.

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]

Review: I was a loyal Verizon Fios Customer for over 3 years and have never had a late payment. Upon moving to a new apartment, I closed the account early, returned the equipment, and asked FIOS to update my new address. The representative agreed, and told me I would be mailed a final bill once services are assessed, etc. I moved to a new apartment, fully expecting to receive a bill from Verizon or at least a phone call which would apprise me of the balance due and I can make a payment. Verizon never sent me a bill, never called me and instead put this in collections. I only found out about this when I ran my credit report and immediately contacted the collection agency reporting, and paid this in full. However, due to Verizon's negligence in not updating my address the collection action on my credit report decreased my score by 100 points or more. I was in the process of applying for a mortgage, and now I am unable to purchase a house because of a $230 bill that should never have been in collections in the first place.Desired Settlement: I would like to resolve this amicably without having to file suit against Verizon for violations of the FCRA and other consumer statutes with respect to credit reporting and damage done to myself. I kindly ask Verizon to delete the trade line for account [redacted] from all three credit reporting agencies immediately. The negligence of Verizon to update my current address, has created a rather unfortunate situation in which I cannot purchase a house. This bill should never have been in collections, and could have been resolved with a simple phone call. As such, please remedy the situation and delete the entire trade line from my credit report.

Business

Response:

Please be advised Verizon has agreed to delete the account from the customer credit report. A request was made February **, 2016 and can take up to 30 days to be updated on all records. A letter and email was sent to [redacted] for her records as well. We trust this provides your office with the information required in this matter.Thank you,Ms. M[redacted]Sr. AnalystVerizon Executive Relations

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,

Review: I was told on the [redacted] that I had up until the ** of January to agree to my contract when I called on Friday bathe ** I was told that my contract was already in effect and had been in effect since the [redacted] of January I was told I would receive a 20 dollar a month credit to renewmy contract .I am now being told it is only a 15 dollar a month credit .Desired Settlement: I want my 20 dollar a month credit that I was originally promised

Business

Response:

This customer was offered $154.09 all inclusive for triple play. He decided to go with double removing phone line. When he had secoond thoughts the day after, his bundle was coming out to $159.09 all inclusive. I'm adding a $5 a month discount for 24 mos to honor the $154.09 rate. Case closed.

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: 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: 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: 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: I have Verizon as my TV and internet provider. Today, my husband had to turn a breaker on and off (initially I thought we had a power fluctuation but he corrected me later). When the power came back on, the system would not reboot. We contacted Verizon and went through a few things to try to get the system working. Nothing that the technician had us do would resolve the problem so they advised us that a technician would need to be dispatched to resolve the issues. Up until that point, I was fine with their service. The issue arose when they advised us that the soonest they would have someone at our house was 4 days later.

I find it ridiculous that a service I am paying for (especially one that can be considered a utility) that I would have to be without services for 4 days especially since it was determined by Verizon to be a failure of their equipment. While I understand if I was ordering service for the first time there might be a delay, a repair should not be under these circumstances. There was no great storm and I can't see why a technician could not have been dispatched to repair my service within 48 hours. 96 hours is completely unreasonable.

I did cancel the service due to their lack of customer service and was told that I would have to pay a cancelation fee. I understand cancellation fees however since they did not uphold their end of the contract and provide services, I should not be liable for this fee. They informed me that I was responsible for packing up and returning their equipment. I find it ludicrous that they can send a technician to complete installation but I as a lay person am expected to uninstall it for return while making sure that it is undamaged.Desired Settlement: I have canceled my service and I am requesting that Verizon refund my portion of the bill I just paid for but will not use for their services. Furthermore, I would like them to waive their cancelation fee since they did not provide the services they contracted to do.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. According to our records, a Verizon representative spoke with [redacted] on January **, 2015. She expressed concern about not being able tomeet her commitment requirement of repairing her service within 24 to 48 hours. [redacted] disconnected her account and we offered to contact her back after further review of her account. We have been unable to contact [redacted] again to provide details. We will also ensure that any charges billed for monthly service after January *, 2014 are cared for as this was the date she requested to disconnect. [redacted] is responsible for returning all equipment to prevent further charges and the early termination charge that will be billed for disconnecting service prior to the commitment date.We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

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 of all, I have only spoken to the Verizon rep once. We played phone tag for a while but I have left several messages that he has not returned. I never got the chance to resolve this to my satisfaction and I don't see how they can consider it resolved without a discussion with me. The first and only conversation was me giving some information and I was told that he would look into it and get back to me. They have not done that nor did they fulfill the terms of their service. They also already have their equipment, it was picked up by a service representative 2 days after my initial call to them

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

Sincerely,

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. A Verizon representative has left messages to speak with [redacted] in regards to this inquiry. We did receive a return call but was unable to speak with her. We have reviewed the account per this request and below are our findings. [redacted]’s account was disconnected on January **, 2015 and is no longer active. The emails she received were in regards to her closing and final billings. A Verizon technician was dispatched to her home on January **, 2015 and retrieved all of her equipment. The balance on the account is $248.25 which includes charges for services rendered for 14 days of service and the early termination charge that was billed for terminated prior to the contract expiration. Please accept these actions as closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

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 received a call from a representative and we have been playing phone tag. I have requested a copy of a final bill which I have not received yet - it is coming via mail. However I still don't understand why Verizon's failure to provide services for over 5 days (which I can not verify I have not been charged for) allows them to adhere to a contract. Their contract was to provide services which I did not receive. They were in breach of contract and have not answered to me their responsibility. Until I receive their response to that along with a copy of a contract signed by me which states they can hold me to cancelation when they fail to provide services and my last bill via postal mail, I will not be able to resolve this complaint.

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

Sincerely,

Review: Unlawful Early termination fee, and debt collections.

In November 2014 I contacted Verizon Fios, to have our services transferred to our new Billing address. Representative from Verizon notified me that they could not extend their services to this area. An early termination fee was added to our November bill. Acct# [redacted] My bill is now in collections. I do not feel it is fair to have a early termination charge when Verizon was unable to provide service in the area I moved.Desired Settlement: I would like the to have the early termination fee dropped, and removed from my credit report.

Business

Response:

The Terms of Service (Section 10 Part B) states: Except as otherwise set forth in this agreement, if you have chosen to subscribe to a bundled service plan with a minimum term commitment, if any of the bundle services are terminated by you or by us before completing your minimum term, then you agree to pay Verizon the Early Termination Fee set forth in the bundled service plan you have chosen. The Early Termination Fees are valid.

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]

The service was terminated do to lack of service from Verizon in the new location. Where does it state that customer is responsible for an early termination fee, if Verizon is unable to extend service to an area?

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

Sincerely,

Business

Response:

Upon entering their contract with Verizon, the customer agreed to the terms of service which states in Section 10 Part B: Except as otherwise set forth in this agreement, if you havechosen to subscribe to a bundled service plan with a minimum term commitment,if any of the bundle services are terminated by you or by us before completingyour minimum term, then you agree to pay Verizon the Early Termination Fee setforth in the bundled service plan you have chosen. The Early Termination Fees are valid.