Verizon Communications

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: 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: 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.

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: 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: 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: 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: 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

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: 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.

Verizon shut down browser service due to "copyrite violation" complaint filled with them.

We had no notice of any such violation complaint in progress. We feel there is a privacy issue here also and are seeking legal advice with several agencys including the [redacted].

Not that we expect anything more than a scripted acknowledgement to our complaint but there are congressmen and senitors aids who screen mail and we know the process to have the issue find the desk. We hope to make a formal comission complaint and seek any means to hamper rate increases regarding Verizon.

We do business and banking on line and now feel Verizon will not hold our internet, telephone or cell services traffic as being secure and private.

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].

I terminated my contract for Verizon FIOS (TV, Internet, Phone) on August **, 2015. Since they force everyone to pay one month in advance, I had a refund due for the period from August ** to August ** which they themselves calculated to be $13.47.

Not only is that refund amount completely inaccurate, but they have failed to issue me a refund check since that date.

Yet every month I get a statement in the mail informing me I have this credit due and it will be refunded to me.

On November **, 2015 I took the time to write a letter to Verizon, enclosing a copy of their own credit statement, asking for my refund. It is now December **, 2015 and I have still not received any refund.

This company is deceitful and uses despicable business practices to keep their customer's money in their own pockets. Needless to say I will never, ever do any business with this company again.

My cr with Verizon was [redacted]

So, I was really looking forward to not having to use [redacted] for my internet and ordered Verizon. The technician came and wanted to perform some renovations to get me my service. She put a hole in the wall that I didn't ask for. I called my landlord to tell her about it and was eventually told me the rental agency (UIPPM) has a contract with [redacted] so I had to get it. I told the technician I wasn't interested, I asked her to take all of her stuff with her and go. I then called Verizon to cancel my service. I thought it was unfortunate, but taken care of.

A month later I get a bill in the mail for a router I didn't keep and a service I didn't want or receive. Three months later, and many hours on the phone, this issue isn't resolved.

I realize all the ISPs in the district are unpleasant options, but really, avoid Verizon. They will mess up repeatedly and refuse to cooperate. Their phone customer service is unhelpful and there is very little documentation that they do. In attempting to resolve the issue, they lost my contact information.

Two broke phones! I bought an iPhone 6 in July, 2015. The end of January, it just died. Talked with Tech support on Thursday, they had no idea. Got a "certified" phone on Monday. It wouldn't hold a charge, even after being plugged in for 3 hours. They offered another "certified" phone, (i.e. another used phone). I have been a customer for 14 years, have never had a problem, and they are sending used phones that don't work to fulfill their warranty. Horrible. He says he is sure I will be happy with a used phone and that they are tested before leaving their Used Phone Storage Building - but they didn't test this one that they sent me that worked less than a day. I don't want a used phone. I didn't purchase a used phone - I spent a lot of money to have a phone that works. Really crappy service!

Review: Hi,

I have been using Verizon Fios TV and internet since August 2007. Since last week, for some reason, Verizon stopped delivering Fox and related channels to us. FOX is one of most watched channels including traditional Thanksgiving football game. I contacted Verizon this week, and expressed my frustration. Since I paid for the service while I didn't get what I paid for. The representative was helpful and understood my concern. She agreed offering me $54.99 credit. However a couple of days later I got the phone call from Verizon and left a voicemail saying the credit was denied. I was extremely angry. This business even couldn't honor their promise with the customer. In order for you to better understand the situation, I attached my online chat record with Verizon rep. Hope you can help me to resolve the issue.

Thanks.

Online chat record:

Chat Subject:Add / Change My Services

Your Question:I am very unsatisfied of losing FOX for such a long time.

Thank you for your patience, An eCenter chat expert will be with you shortly.

Agent [redacted] has joined. (11:26:48)

[redacted] : Chat ID for this session is [redacted]. (11:26:48)

[redacted](11:26:48): Hello. Thank you for choosing Verizon and using our chat service.

[redacted](11:26:53): here is my account number: [redacted](11:28:14): I am just trying to understand I am paying for the service I am not getting. How that can happen?

[redacted](11:28:26): We spent lots of time on FOX before

The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience. (11:28:52)

Agent [redacted] has joined. (11:29:57)

[redacted](11:30:07): Hello. Thank you for choosing Verizon and using our chat service. I will be more than happy to assist you today.

[redacted](11:30:12): I will be happy to help you. To confirm your account, please provide the name on your account and billing number , plus ONE of the following:

*Account Number, OR

*Contact phone number on your account other than your home phone number, OR

*Approximate amount of your last payment OR

* Email address on the account

[redacted](11:30:24): [redacted](11:26:53): here is my account number: [redacted](11:28:14): I am just trying to understand I am paying for the service I am not getting. How that can happen?

[redacted](11:28:26): We spent lots of time on FOX before

[redacted](11:31:20): One moment while I review your account.

[redacted](11:33:20): As a result of [redacted] temporarily removing their FOX programming, Verizon must stop allowing authenticated access to content from FOX.com and FOX NOW apps for FiOS TV Customers in the Boston and Bristol, MA viewing area

[redacted](11:33:35): [redacted], the new owners of the FOX stations serving Boston and Providence, has refused to negotiate a reasonable content agreement, leading to the temporary removal of their programming from the FiOS TV lineup on 11/27/14. Verizon is working on reaching an agreement with reasonable terms that are in our customer's best interest. When a new agreement is reached, [redacted]'s programming will be returned

[redacted](11:33:45): But I am paying Fox now

[redacted](11:33:45): I apologize for any inconvenience.

[redacted](11:33:54): and I am not getting the service

[redacted](11:34:00): I am paying Verizon, not [redacted](11:35:16): I understand the situation, but for a consumer, I request Verizon be responsible for this

[redacted](11:35:36): I can understand your frustration.

[redacted](11:35:53): I cannot watch shows, NFL games....

[redacted](11:36:23): Honestly if Verizon cannot handle this well, I will leave after more than 7 years with FIOS

[redacted](11:36:38): it is so irresponsible by blaming [redacted](11:36:59): "Thank you for being a loyal customer, we do appreciate your business and want you to stay with us while we pursue an agreement with [redacted] that will enable us to continue to provide you with your FOX channels at a reasonable rate."

[redacted](11:37:52): Hi [redacted], I know this diplomatic language. I hope you can understand the customer from your personal view

[redacted](11:38:21): I am paying for the service and do not get what I paid for. I am asking for refund.

[redacted](11:39:31): One moment while I review your account please.

[redacted](11:39:38): Thanks

[redacted](11:39:54): Again I have been with FIOS for more than seven years.

[redacted](11:40:11): This is the worst situation I have been with FIOS

[redacted](11:42:17): Thank you for continuing to hold. I am still working on your request and I will be back with you in a few moments.

[redacted](11:45:07): Thank you for your patience. I am still working on your request and will be back with you shortly.

[redacted](11:45:15): ok

[redacted](11:47:40): I am sorry to keep you waiting. I am still working on your request and will be back with you shortly.

[redacted](11:48:05): it seems to be longer than expected. But I will wait

[redacted](11:49:30): We will be happy to give you HBO Free for 12 months as compensation.

[redacted](11:49:52): but I am not watching HBO at all

[redacted](11:51:57): Thank you for continuing to hold. I am still working on your request and I will be back with you in a few moments.

[redacted](11:53:28): Thank you for your patience. I am still working on your request.

[redacted](11:53:41): Ok

[redacted](11:53:52): I hope you can give me the answer by 12

[redacted](11:55:49): Thank you for your patience. I am still working on your request and will be back with you shortly.

[redacted](11:56:29): it has been almost 20 min.

[redacted](11:58:44): I apologize for any inconvenience.

[redacted](11:59:15): Is there anyway I can have your answer now?

[redacted](11:59:36): Do you also have Verizon Wireless services?

[redacted](11:59:43): no

[redacted](12:00:38): I have credited your account for the $54.99 charge.

[redacted](12:00:53): I apologize again for any inconvenience.

[redacted](12:00:58): Is there anything else I may help you with today?

[redacted](12:01:05): Thanks.Desired Settlement: I expect Verizon to honor $54.99 credit as promised by your representative [redacted].

Business

Response:

On 12/**/14, the customer was advised that Verizon hadissued the promised credit of $54.99 for the loss of Fox 25 during channelnegotiations. Verizon regrets the inconvenience that [redacted] and othercustomers have experienced as a result of being unable to watch Fox 25 onVerizon's FiOS TV service. Unfortunately, new station owners [redacted] neglected the wishesof their own viewers and removed Fox 25 from the FiOS TV lineup on Nov. ** at 3a.m., repeating a step they've taken before in other markets. However, Verizon and [redacted] have now reached anagreement to renew their contract allowing FiOS TV to carry Fox 25 again, and[redacted] restored its programming to the lineup on 12/*/14.

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 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 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: I opened an account for Internet service with Verizon when I moved into my current residence in [redacted] in September of 2014. Due to my homes physical location they couldn't hook up their famous FIOS and instead gave me DSL. When I opened my account I had asked for high speed internet and was not aware I was receiving their slowest DSL until the technician showed up, explained it to me and told me I would have to upgrade it if I wanted to even do basic internet streaming that I needed it for. From the day the internet was hooked up there was not a 24 hour period where it worked correctly, and after talking to the technical teams on the phone and their internet chat services multiple times I decided to cancel them and go with a different provider. I made this decision within 10 days of starting my Verizon services and I had it disconnected because at no point did it ever work correctly. I then requested that my Internet be turned off and my account be closed. At this point in early October 2014 when I requested my account be closed I was informed that since I never had working internet I would not be billed anything and that my account would be closed with a zero balance.

Following that I began to receive the bills from Verizon, the original bill was for approximately $166 for connection fees, and my first month services. Since that first bill I have spoken with Verizon over the phone with their billing office, their customer service office, their retention office and just about everyone else they could transfer me to. I have been told on every single call I have placed to Verizon which has amounted to at least 8-10 times and hours of my time, that this issue would be resolved and that I would not be getting any more bills. However, not only do I continue to receive bills of varying amounts, but I also received two separate refund checks from Verizon amounting to over $100. I have never paid Verizon a single dollar so the bills and checks I am receiving are all simply their inability to efficiently and effectively talk amongst their own offices and systems to close my account.

It is now** January 2015 and I have just gotten off another 30+ minute conversation where again I was promised this was over and I would receive a zeroed out bill and email confirmation that my account was closed within 48 hours. I want to believe this will happen but I very much doubt they can accomplish this simple task. My biggest concern is that the bills are ‘overdue’ and at some point logic tells me that I will likely have issues with my credit if this is not taken care of. I am also extremely disappointed with their customer service abilities and all the ‘promises’ of finality that I have received. One individual that I dealt with in December 2014 even gave me his direct email and said he was setting a reminder for ** January 2015 to call me to make sure everything was closed out. Not only did that not happen but he has yet to respond to any of my emails. And he had promised me that he was the LAST person I would ever have to deal with within Verizon.

One main issue that I have is that with everyone that I have spoken to within the Verizon customer service realm, no one has ever been able to be “the” person to talk too. It seems as though they are unable to produce a corporate level individual that can deal with these issues without having to have me personally interact with 2-3 individuals from separate offices every time I call. I don’t understand how this is efficient or effective; neither do I understand how their systems work when one individuals ‘notes’ from our conversation can never be viewed by another department. I understand that Verizon is a giant company and doesn’t have to care about my individual issues but if they cant fix these simple issues than they are leaving customers no recourse but to incur potential financial burdens of seeking legal help to figure out how to ensure these simple issues are resolved to protect potential credit score issues and the sanity of the customer. Maybe they should pay a little more attention because this is subpar for their level of business.Desired Settlement: I would like to be contacted by someone in their corporate office that can actually bring a conclusion to this drawn out saga of incompetence within their company. This would include being able to finalize and close my account, zero out the balance and give me written proof of all of this ensuring that I will not see anything EVER on my credit score for these ghost charges and over due balances they seem to have for me. And I would like that individual to be able to explain to me why I have now wasted hours of my life over the last few months of dealing with this enormous incompetence on their part. I highly doubt I will get anything outside of that from them, however its a start.

Business

Response:

Please be advised, upon receipt of the complaint filed with the Revdex.com, Verizon has made several attempts to speak with the consumer regarding the account and have not been successful. However, Verizon has reviewed the consumers account; records reflect the consumer subscribed to Verizon Freedom Essentials (Phone) and High Speed Internet services. At the request of the consumer the account was disconnected and in an attempt to adjust the consumers account to a zero balance, a credit balance was initiated on the account causing a refund check to generate. This was done in error. Verizon has placed a stop payment on the refund checks. As of 2/*/15 Verizon has submitted a request to zero out the Internet account. Once this completes, Verizon can then issue adjustments on the Voice account to zero out the balance owing. Verizon will follow up with both the Revdex.com and the consumer to advise once all has been completed. We apologize for any confusion caused surrounding 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:

I have received 3 voicemails from Verizon employees, in the messages they have given updates that mirror their response and provided the following number to call back on ###-###-#### (ext: [redacted]). I work in a secure building and do no have access to my cell phone during normal business hours, because of this I have only this number to return the calls. I have called this number from my office at least 10-15 times over the course of the last week or more, and each time it either rings continuously or I get a busy signal. There is no voicemail capability to leave my office number for them which is ###-###-#### so I have been unable at this time to directly talk to their employees. I understand from their response that they are continuing to work on this, I however have been recieving this update since November of last year which is why I really would like to talk directly to them to hear exactly what it is they are doing to ensure my account is closed, as it is now February and I am still dealing with this. [redacted]

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

Sincerely,

Business

Response:

The customer confirmed receipt of the letter on February**, 2015.

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 8/**/15 I checked my Verizon Fios Account Bill, it had said I was negative $186.15. The next day I had paid the bill, (8/**/15), I then refreshed my account where it still said I was negative. I decided to click pay bill again, however on the next page it said that Verizon owed me $53 and some change. At the top of the page it said "Thank you for paying your bill in full." I did not receive a confirmation email so I decided to take a screen shot of the page, that has the date, and time recorded of the website saying my bill was up to date! When I had went back on my account on 8/**/15 it said I was still in the NEGATIVE! So I called the automated system, which said my bill was up to date, and I had a credit of the $53. Something still did not seem right so I called and spoke to a representative, by the name of Rien, at "5:48 AM", I recorded this on my notes on the computer. She as well agreed my account was up to date, that the $186.15 would be removed, then continued to ask me if I would like a check for the $53 or if I would like to use it towards my next bill, I kindly agreed to leave it on my account for the next month. She said [redacted], 2015 , deducting the $53 from my current bill and ignoring the "negative balance of $186.15" Now, they are unwilling to take my evidence to prove my account was up to date as of 8/**/15, and saying that my account is still delinquent. They have not tried to resolve my issue. I have evidence of a phone call twice to Verizon on 8/**/15 and 8/**/15 when both times I was told the account was up to date and I had a credit of $53. They are still trying to charge me the $186.15, and have came to no conclusion. Mind you I have been dealing with this as early as August [redacted], 2015, plenty of time to settle this dispute. Today when I had called in, YET AGAIN, I asked for a business email where I could forward them the photos and screen shots I took of the phone calls and website, and they refused to give me one. Turned around and said that they would get the email address for me, after denying they had one. Then when they came back on the phone decided to say that they still could not supply me with an email address. When I tried to ask them why they at first told me they did not have an email and then turned around and said they did; they went straight to putting me on hold and did not even acknowledged I had just asked a question. They have been rude, and non-helpful. My family and I, have been loyal customers since I had a cell phone as a child, we have never switched companies and even furthered with them by getting their internet and cable, now to be treated like this is ridiculous and unprofessional. Now due to waiting the late fee's and interest are just adding up, and I don't agree that's fair since I have tried multiple times to settle this.Desired Settlement: I want the $186.15 refunded. As well as maybe a credit of some balance for my second bill for the inconvenience of having to call multiple times, and wasting my time, since they still have done nothing to help me!

Business

Response:

We have researched the account and have been unable to confirm that a payment was made or processed online. We have spoken with the customer and advised that we will need proof of payment in order to investigate further. [redacted] has been advised that we must obtain these documents in order to locate this payment. We are still awaiting documentation from the customer.

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,