Verizon Communications

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: I had a dispute that was settled back in July. I moved 2 miles from my previous address. Called to "transfer" service and was first told that my package was not available "2 miles down the road" after I mentioned the previous Revdex.com complaint, all of a sudden they could transfer my package. Now I get an email saying they are charging me for the additional box that I already re-signed the agreement back in July with. This adds an additional $7 to my bill and is a breach of contract. Verizon flat-out lied the first time about the transfer and now I see your package is even better than I have ,plus cheaper online...this is rediculious!Desired Settlement: Correct the bill in the contract I already signed! Or give me the cheaper "double play" you are advertising!

Business

Response:

A Verizon representative spoke with [redacted] on October **, 2015 in regards to this inquiry. We have made changes to include the standard box at no charge as a one time exception. [redacted] does understand that should his services move again, he would lose this promotion. [redacted] has accepted these actions as resolution to this inquiry.

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: This letter is in reference to dispute this debt from Verizon. I placed my services on a vacation hold around June [redacted] or [redacted] pending a move. I was told by Verizon I could leave my account on hold for up to 6 months. I was moving to a brand new property to which I was unsure if they were going to offer Fios Service. I packed all of my equipment into a box and placed into a storage unit with my other belongings. This was due to my move in date being pushed back several times. I went to stay with relatives. I never contacted Verizon back during this timeframe because again I knew my account was on hold. But during this timeframe my services were disconnected without my knowledge. I did not move into my new place until September [redacted]. I then started receiving calls from a collection agency on behalf of Verizon stating my services were disconnected and I owed for the service and un-returned equipment? I then attempted to call Verizon and was only directed to the collection agency. I then contacted the collection agency who stated I could not return the equipment. What Verizon did could not be legal. Why did they not inform me of the intent to disconnect? Why did they disconnect my account when I had it placed on a vacation hold? I would like to be able to turn in the equipment and have that outrageous amount removed from my final bill. Can someone please look into this matter asap?Desired Settlement: I would to be allowed to turn in equipment.I woild like my bill adjusted accordingly.

Business

Response:

On October **, 2015, our billing representative spoke with[redacted] and she still has the equipment in her possession. Our representative sent 5 return labels to her new address. The customer was billed August *, 2015 for 4 HD Set Top Boxes at $350.00 each, 1 Wireless Router at $99.99 for a total of$1,499.99 plus tax. When [redacted] sends the equipment back, she will contact our billing representative in theExecutive Office directly with the tracking # for [redacted]. We will then submit trouble ticket for Unreturned Equipment Charge to be adjusted. [redacted] was advised the full balance on the account currently is $2447.06.

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: On 03/**/2015 we placed an order to get Verizon Freedom Essentials Triple play. We scheduled an appt. for 04/**/15 [redacted] came and installed the TV, leaving the wires laying across our porch which they did come back and did the wiring correctly on 4/**/15. Now Verizon showed up on 4/*/15 (a day later) and installed the home phone. they left the modem and said "someone will be out to set up your internet" and the tech left. It is now 4/**/15 after NUMEROUS phone calls and complaints (I do have all of the names and dates) we are told we "aren't able to get internet connection in our area". This was a lie. The gentleman who rented our house before us had Verizon AND their internet service. I don't know what else to do. I am waiting for an engineer from Verizon to contact us for an explanation. There is ALOT more but this is the important stuffDesired Settlement: I would really like them to get this done for the $73.63/mo on the agreement we made on 03/**/2015. for their idea of the Triple Play. Again I do have all of the employee names and emails that were given.

Business

Response:

Verizon engineering has advised that high speed internet is not available to this address. This was explained to the customer. The company will be in touch with the customer to discuss the bundling options. This was explained to the customer and she was ok with Verizon following up early next week (week ending 5/**/15).

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: 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 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,

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: No bill has been sent in several months via email, website, or mobile application. So there has not been information available to see bill or to pay.

I am completely fed up with your services and for the lack of structure and communication that has been happening with you all. I have not received any billing emails for months and then Verizon website and mobile application has been down for months, but yet you guys are able to send me a notice for possible service interruption for missed payments?! This is beyond ridiculous. I thought I was paying for a convenient service. I do not have time to pick up the phone and talk to you all for 30 minutes to a hour EVERY TIME there is a problem from you faulty service. I am highly upset and feel that you all do not take my concerns and unfortunate circumstances seriously. All you guys care about is receiving YOUR money without delivering good services.Desired Settlement: No charge of late fees and 3 months of charges due to poor service for billing and faulty triple play service that is constantly down.

Business

Response:

Records reflect [redacted] called on April *, 2015 and stated shecouldn’t access Verizon.com from work. [redacted] Was advised it could be her router. The last trouble report filed with Verizon occurred January **, 2015 andwas resolved January **, 2015. Records also reflect that customer’s services were suspendeddue to nonpayment of past-due charges and restored April *, 2015. A series of payments totaling $749 werereceived between March **, 2015 and April *, 2015. The customer’s complaint also stated nonreceipt ofbills. The account currently reflectsthat the customer is currently not enrolled in paper-free billing. In addition, there are no returned bills fromthe U.S. Post Office. The addressprovided by the customer in her complaint to the Revdex.com mirrorsthe information reflected in Verizon’s billing records. Please be advisedthat a Verizon Consumer Commerce representative made multiple attempts to reach[redacted] but was unsuccessful. Therepresentative advised she left voicemails. Tell us why here...

Whatever you do, do not buy a “Jetpack” hot spot from Verizon. We made that mistake, and it has been the worst piece of junk we have ever had to live with. The blasted thing is constantly stopping working in the middle of being used, changing something (frequencies?) so the computer cannot find it, and you have to re-boot your computer to find the hot spot – in the middle of what you were doing such as reading emails. This happens multiple times daily, not just once in a while. It had lousy service where we live, so we added an antenna bought from Verizon for our specific model. It did not fit on our unit, so we sent it back – and they refused to give us our money back because we had opened the package. Horrible, horrible service, bordering on criminal theft. Worst service ever for any company I have ever worked with. Even worse than [redacted].

Review: I have spoken with Verizon since January of 2015 on the issue of being charged for 3 boxes, in which I've only ever had 2. I've spoken to customer service, collections, and billing no less than 9 times (I have notes of each time), who has assured me that the problem is being taken care of and that they would wipe the charge free from my account. I'm STILL getting collections notices for an amount of $579.15 for equipment that I've NEVER HAD.Desired Settlement: Please do a final removal on my bill and REMOVE me from getting collections calls and notices. It's getting to be harassment for something that I've tried to correct, AND BEEN ASSURED by Verizon employees, that it's been corrected on Verizon's end. Please also make sure that any of my credit that may have been affected is also restored.

Business

Response:

Please be advised Verizon has issued a credit for the unreturned equipment and requested the account be deleted from [redacted]s credit report. Please note it can take up to 30 days to be removed from all bureaus, so a letter was emailed to [redacted] for her records. Once the credits post to the account, we will follow up with a second letter to show the account is paid in full. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

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: Please see attached letter sent to Verizon on November **, 2015. Also on January *, 2016, my service was turned off and I had to make a payment to get it restored.

Dear Correspondence Team:

This letter is to notify you about my dissatisfaction with Verzion’s customer service. Since October *, 2015, I have been having sporadic Verizon telephone service.

1) The phone sporadically receives calls

2) The callers get a busy signal

On several occasions, I have attempted to resolve this problem with Verizon’s representatives, including scheduling a repairman [9/**/15] to come to my home. The repairman did not show up.

On November **, 2015, I had another conversation with a Verizon representative and an obnoxious supervisor about the continuous sporadic telephone calls, the busy signal, and the service fee of $100. The obnoxious supervisor switched me over to the repair service department.

The Verizon representative told me the repairman said he came and no one was home. This is a lie. Someone was home. He called me on my cell phone to let me know that he was on his way to my location, but wanted to know the cross street which I told him. So instead of him coming to my home, he decided to fill out a missed appointment report because he could not follow the direction to my house that I gave him. Verizon should equipped their repairman with GPS “[redacted]”. He was assured that someone was home awaiting his arrival. I found it quite strange that he called me for directions but did not call to let me know that no one was home (“STRANGE”).

I will not pay for a missed appointment when someone was at my home waiting for Verizon’s repairman.

Please investigate this matter, repair my service, and adjust my bill. Verizon has left me with the feeling that there is no other recourse but to change carriers because I am not receiving the service that was promised under Verizon’s agreement.

Please contact me within 5 days to confirm that you will honor my request. I have prepared a complaint for submission to the proper agencies for investigation. I will not file the complaint if you resolve the problem within this time period I have indicated.

Thank you for your anticipated assistance in resolving my problem. Please contact me at ###-###-#### and/or [redacted] if you have any questions.

Sincerely,Desired Settlement: To resolve the issue to my satisfaction.

Business

Response:

Verizon contacted the customer on 1/**/16 and the service tested as working. The test also showed that a telephone was not connected to the Optical Network Terminal. The technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test one phone only at each jack at a time. The customer was not home but she said that she would test on 1/[redacted] in the evening and she requested a follow up call on 1/**/16. On 1/[redacted]16, Verizon recalled the customer who stated service was working fine. The customer requested out of service credit. It was noted that Verizon does no credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit. Verizon apologizes for any inconvenience experienced by the customer as a result of this 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:

Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician. There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund.

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

Sincerely,

Consumer

Response:

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

Verizon is refusing to refund me for the 2 months of telephone non-service (approximately $40 per month) and the no-show technician visit (November 2015) ($100), even though the telephone issue was resolved on January **, 2016 without Verizon’s technician visiting my home. Verizon’s representatives were aggressive. Verizon’s representatives antagonistic attitude left me feeling stressful and wondering about the company’s integrity. All I want is my Refund..lThank you.[redacted]

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

Sincerely,

Business

Response:

Verizon contacted the customer on 1/**/16 and the service tested as working. The test also showed that a telephone was not connected to the Optical Network Terminal. The technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test one phone only at each jack at a time. The customer was not home but she said that she would test on 1/**/16 in the evening and she requested a follow up call on 1/**/16. On 1/**/16, Verizon recalled the customer who stated service was working fine. The customer requested out of service credit. It was noted that Verizon does not credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit. Verizon is unable to issue the requested out of service credit. As stated above, and in accordance with the tariff, Verizon does not credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit. Verizon apologizes for any unprofessional behavior experienced by the customer. We regret that we are unable to satisfy this customer’s request.

Review: I had internet, phone and cable services with Verizon and discontinued my services with them after my contract ended two years later in August of 2014. I was notified via a statement I received in the mail more than once that a credit of $48.99 would be returned to me. Today is Jan. **, 2015 and I have not received the credit yet. I have called and spoke with customer service regarding the issue on several occasions and I am always given different reasons as to why I have not received the credit yet such as, "system issues"; "it has to be processed by other departments", "credits take 45 days to be processed", etc. The last time I called on Jan. *, I was told it would be credited to my banking account in two weeks and that has not happened either. Everytime I call I am always told that the credit is being "processed" but since I closed my account in August of 2014, I am still yet to receive my $48.99.Desired Settlement: Return of my due credit in the amount of $48.99

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 company refuse to give credit for the over price the pkgs bundle,,after 24 and the cotract has expired, they raise the montly charges from $140 to $190 per month for the same pkg. They ask to sing a new comtract for another 24 months and they will give me a credit for the extra money that I was paying to them ($50.00 extra)I belive that this method of making customer get sjng on new contracs by phone conversation is a froudentle. I hva never recived a notification from Verizon saying that they going to raise my montly bill due to contrac expiration,Desired Settlement: DesiredSettlementID: Refund

because no notification regarding to increase charges on my monthly has been issue to me on any form ( via regular mail..or paper latter or electronic e-mail.

Business

Response:

Verizon reviewed the account and noted the customer had beenreceiving credits that expired in accordance with monthly notices of the expirationdates on the bill. In addition, the customer had added an HD set top box andupgraded to the multi room DVR service on 12/*/14 which increased their bill by$14.99. Verizon spoke with the customer and explained this information. It wasalso noted that the customer had re-bundled services as of 4/*/15.

Review: I canceled my service back in July of 2014. I overpaid 101.31. The overpayment was credited on my account and I was told a check would be sent to me for the full amount the next billing cycle. I was told this every month for the past six months. Now I am told the check is printing. That was a month ago. They refuse to send me my overpayment.Desired Settlement: I want my refund with interest since they have borrowed my money for six months.

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 attempted to set up an account for verizon fios internet. The customer representative said that it would be fine to have two routers in one home. I then proceeded to purchase internet only. At 2 am my roomate who has had an account with verizon for a year or so received an e-mail that her service was being discontinued and had to pay a discontinued service contract fee due to our establishment of service. I stayed on the phone with verizon reps being passed along from rep to [redacted] and back again for the next several hours. I had to repeat my concern with the service they provided over and over. They then put the outstanding balance of $280.00 my roomates account in my name and cancelled both of our services, leaving us with out any internet, tv, and phone services. One rep lied and said that our internet would come back on yesterday 9/**/2014 that never happened. Another rep cancelled the installation date I set up for no reason. Each representative contradicted the last rep with rules and regulations leaving me confused as to what was allowed and what was not. After each hour to hour and a half phone call of me explaining the issues, each rep said they would give me a call back in 20 minutes, no one ever called back, this happened about 6 times in one day and also 2 times today. I am completely displeased with the customer service and mix-ups verizon has provided me.

Product_Or_Service: verizon fios internet

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

I would like a call back like they said they would do. I would like my roomates verizon internet, tv and landline phone service to be re-etablished and every previous charge and fee waived, leaving her with a fresh start in the same contract she started with. I do not want my account set up for internet only. I would like at least 3 months free service for all the mix-ups and contradicting Verizon caused.

Business

Response:

Thank you for referring the case of [redacted] tour office for review. We appreciate your brining this matter to our attention.

The investigation regarding the request for internet service is not complete. An extended due date of October **, 2014 is being requested.

Please advise if the extension is granted.

Review: I am a 10 year customer of Verizon and Verizon Wireless (maybe a little less on the wireless side - not sure). With 7 people in my family we spend well over $500 per month on services through Verizon. My Cable/Internet/Phone service agreement is up with Verizon as of 3/**/16. I went online last night to try to renew the service at least at the same (or lower) price that I have been paying. After spending over 1 1/2 hours with an on-line agent last night, I finally had to tell him/her that I could not wait any longer and that I needed to go to bed. [redacted] kept telling me to hold on a few minutes while they checked to see the packages, what was available, etc, etc... After a while they eventually had me go through the same thing on my end by choosing a new package, picking the opions, etc. on the Verizon.net website. The same exact package that I currently had was coming up as being $15-$20 more per month after taxes. They offered to have me hold again to see what [redacted] could do and that is when I finally told them it was time for me to go to be (it was around 11:30pm). So tonight I tried to give it another go and call the Verizon customer service line. I got to an agent by hitting 0 a bunch of times and explained that I wanted to renew my service. At about 3 minutes into the call I was on hold as he checked what he could do for me. After about 15-20 minutes on hold he came back and said that he needed some more time and would I mind waiting. About 40 minutes later (an entire half of an NCAA basketball game & halftime went by), he came back on the phone and said the best he could do was to give me my same services that I currently have, but my price would increase by $10 or so because of tax changes. I finally voiced my frustration and asked to speak with a supervisor or manager, to which I was first told that there were not any on duty. I told him that I wanted to cancel my service with Verizon and gave him a date to do so and then he asked if they could take 3 days to look into this and see what they could do. I told him that I had spent 3 hours or so trying to deal with this over the last two days and "enough is enough" and he finally said that I could speak to his "senior" that was on duty. I asked how long it would take and was assured that it wouldn't be more than 5 minutes. Finally after 20 more minutes of holding I couldn't take it anymore and hung up. I called back and asked to asked to speak to a manager right away, but was again stonewalled for about 10 minutes or so while he made me explain the situation to him again and that he was sure he could help me. He came back to me with a "better deal", but when I asked him to add in the taxes it was again higher than my current rate. I asked again and again and again to speak to a supervisor / manager. I was put on hold for 5 minutes and then he came back and said it would take another 5-8 minutes before a supervisor could speak to me. I couldn't handle it anymore as I knew it was going to be another long hold where I didn't actually get to speak to a supervisor. At this point I'm not even sure what to do? I can't get any type of supervisor/manager on the phone to talk to, and no matter how hard I looked on the website I couldn't find any sort of customer service email address or complaint dept. The crazy thing is, is that I actually like the products offered by Verizon, but if/when I switch to Xfinity (I am 99% there, spoke to them today) the #1 reason will be because of customer service. This is NOT the 1st time I have had similar issues with them....I actually dread calling or dealing with the company because I know that it is going to take significant time from my day.Desired Settlement: Package renewal price below what I am currently paying based on my status as a long time customer and more importantly for taking years off my life with because of having to deal with their customer service department. I feel as though my blood pressure rises dramatically whenever I deal with them.

Business

Response:

Verizon contacted the customer and provided information on the bundle offers currently available. The customer declined to make any changes at this time. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.

Review: We moved into our suite on Jan. [redacted], 2015. Upon move in, we contacted Verizon, which is the only company that services this area, for phones and internet. After dozens of calls, I was told that they could not supply us internet due to the central office being at capacity and was told that I could either buy a Wi-Fi hot spot from Verizon wireless or work off of one of my neighbor's wifi in the building (who all have Verizon internet services). Two weeks ago, we finally got phones hooked up in our office. When I spoke with Verizon, I was offered an $84 a month deal for internet, phones and cable. I was then told that they did not service the internet anymore and that it would cost our small business $55 per line plus tax. That is more than the package deal. I was the advised to buy the hot spot from Verizon wireless at $60 a month. We recently decided that the 5 GB for the $60 was not enough to cover what we needed for our office, so we went for a larger plan of $120 a month for 20GB. When I spoke with them, Verizon never informed me that there was going to be pro-rated charges for upping my plan! They also only allotted me 13.5 GB for upping for this month as well! Not for the entire 20 that I pay for! I called today to ask why I was not told about the prorated charges when I changed plans. The Verizon employee that I spoke with stated that there was nothing that he could do about getting me the approiate GB's that I pay for or explain the reasoning as to why I was never informed of the charges. I then contacted Verizon about a home setup for internet, phone and cable. I used two different address, one at each end of the block that we are on, which puts us exactly in the middle of the two. Verizon then offered me the package of $84 for phone, DSL internet and television. Why can two houses on each end of the block get internet that is not through Verizon wireless and my business is directly in the middle and I cannot?Desired Settlement: We are looking to get the proper hookup of internet at the pricing that was given. Also, reimbursement for man hours spent trying to work with Verizon and price of the [redacted] Hot Spot.

Business

Response:

Good afternoon, The Central office that provides DSL service to this location is closed for the sale of DSL. There is an estimated relief date of June 2015. At which point DSL service will be able to be ordered again. We cannot give a price that would include a service that cannot be installed. Furthermore, no adjustments will be made for time spent contacting Verizon nor will there be credits issued for the device the customer purchased to gain internet access.