Verizon Communications

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: Verizon installed Fios (Internet and Digital Voice) at my residence on 1/*/16. During my Fios installation, I was told that I needed to be assigned a new temporary phone number and that I would be called the following day to let me know that my old number had been reinstated. No one called me, so on Saturday the [redacted] I called Verizon to ask why I did not yet have my old phone number back. They told me that they needed 72 hours before they could replace my old number; I was told to call back on Monday. When I called Verizon on Monday, the [redacted], I was told that there was a problem porting my old number back, because it was listed as being still active. What had occurred was that I now had TWO accounts with Verizon: 1) My old landline telephone account, which I had had with Verizon for many years, and 2) A new, completely separate account for my Fios service, under a new assigned telephone number. I was told that the problem would be fixed within a day or so. Nobody called back, and on Thursday the [redacted] I called Verizon yet again, was again assured that there was a work order in process to address my problem, and was told to expect a resolution within a couple of days. On Saturday the [redacted], I called again, and was this time told that my old phone number would be reinstated on Wednesday the [redacted]. By that day, almost 2 weeks will have gone by without my having a useful phone number. Furthermore, I have no confidence that my problem will be resolved by Wednesday, since I have been continually told that my phone number would be back "in a few days," with still no success after all this time.

I discovered on Thursday the [redacted] that I had missed several important work calls because clients could not get through to my phone number. I work from home and need to be available via telephone for certain people. I am extremely frustrated and upset that the loss of my long-standing phone number has now resulted in lost business and money. None of the people I've spoken to have treated this problem in what I feel is a serious way, and now that I've become upset (about the lost business), they don't appear to listen at all.Desired Settlement: First, I would like my phone number back. Second, I would like my two separate Verizon accounts properly integrated so that I can seamlessly access my old information & statements, rather than being treated as two separate people. Finally, I would like a billing adjustment for the period of useless phone service I've received from Verizon (i.e., from 1/*/16 through date that my proper telephone number is reinstated).

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 continues to robocall a Verizon landline phone number for apparent billing issues for the previous customer that was assigned my landline phone number. Repeated calls to Verizon call centers to correct their customer information database have failed to stop the robocalls and also subsequent Verizon survey robocalls.

These daily nuisance robocalls and voice messages from Verizon are adversely affecting the health and welfare of an elderly person at the residence.Desired Settlement: Verizon agrees to permanently end all robocalls to the landline phone number.

Consumer

Response:

Today, 2/**/2016, Verizon Consumer Affairs at corporate headquarters found the problem to be a recently terminated phone number that should not have been resigned to a new customer for at least 6 months.Verizon has assigned another phone number that has been inactive for longer than six months.I am satisfied with Verizon Consumer Affairs resolution.

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 3.**.16 I rented the movie Concussion on Verizon Fios. I entered my purchase pin. After clicking "Watch Now" Verizon splashed a prompt that said, "[redacted]" There were no subsequent options to view the movie.

After navigating to the rentals folder there were two instances of Concussion.

After clicking the icon for Concussion we were prompted to Rent Consussion again for $5.99.

This happens about 1 out of every 3 on demand rentals we make.

It's more annoying when I call for customer service and an agent who doesn't speak English fluently picks up the phone.

Why is this happening?

Credit me for each instance of Concussion that has been billed.Desired Settlement: $5.99 for each instance of Concussion that has been charged to my account.

Fix this bug.

Business

Response:

Subsequent to speaking to [redacted] and apologizing for his repeated concern, I forwarded the matter to our Repair Department. Per [redacted], a technician arrived and changed the splitter. [redacted] advised that the matter has not been fully resolved in that at times his audio service continues to drop. [redacted] remains frustrated; however, he advised me he has the callback information of a Verizon local manager and if after a week the service continues to decline, he will contact the local manager for additional assistance and alert me so that I can follow up the matter. I advised [redacted] that a $20.82 credit was placed on the account by a billing representative. After finishing our conversation and reviewing his account, I saw a one-time $5.99 charge for concussion dated April *, 2016.

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 is going to charge me $150.00 to cancel my service early.

The reason for cancelling the contract is that Verizon does not offer service where I am moving to. I am moving to Danbury, CT and they only provide service to Greenwich, CT. I feel that this is a special circumstance and I should not be charged the early termination fee of $150.00.Desired Settlement: I would like them to waive the fee.

Business

Response:

Customer Service spoke w/[redacted] @ 310pm....offered customoer 50% on ETF as a courtesy & 1x credit

only. Customer will pay $75 & we will follow up and adj $75 on final bill

statement. The customer accepted for

resolution.

Review: In mid May I had an issue with my mac email,I contacted Verizon and they changed my email account on my mac. My inbox was corrected but I discovered after hanging up with the tech, my out box was not working, I called back and after 2 hours the tech. could not figure it out and told me that it was a mac issue that I needed to contact them in order to correct it, I called mac and for a fee of $19.00 they corrected it, it was a simple issue, and they said Verizon was of fault. My outbox on the mac was working very slow, so I called Verizon again and the tech told me that they were having issues and give it few days and it would correct itself. I emailed Verizon and complained and told them I wanted to be credited the 19.00 dollars that mac had charged me because it was there fault, they emailed me back and told me to contact there techs again, I did - and after 3 phone calls in which they kept disconnecting me they sent me another email to contact billing for support, I am sick of trying to contact someone to help me out. In the first place my email was probably working okay and Verizon was having an issue with there service at the time and probably should not have changed my mac account. They were also suppose to call me back to resolve the issue pertaining to the refund issue and they never did.Desired Settlement: I would like Verizon to credit my account $19.00 from the mac charge because of there mistake and misguidance.

Business

Response:

The customer explained he was incorrectly referred to his

computer equipment provider by Verizon On Line tech support incurring a $19

fee. He felt we should compensate him for the fee and had been passed back and

forth between departments in his attempts to resolve issue.

Verizon On-Line investigation determined the customer’s

issue should have been resolved on his first call into the company. We

therefore issued credit of $19 to his account.

We contacted the customer to confirm credit issued and to

apologize for the problems encountered.

We appreciate customer brining this concern to our

attention.

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: Overcharging for PC configuration.

I had Verizon FIOS installed ay my house on Sept **,2014.The tech told me I will be paying for $59.99 installation fee on my first bill.When my first bill came I was shocked to read that the total charges was 880.45.It included the installation fee and the configuration of 9 PCs.The tech just connected my one computer to the internet.He never reprogram my computer.I don't know the configuration came from.Desired Settlement: I want the configuration charges dropped and since I have 30 days to cancel their services,to not paying the early termination fee and possible all other charges dropped altogether.

Business

Response:

Thank you for referring the complaint of [redacted] to our office. We appreciate you bringing this matter to our attention. We made several attempts to contact the customer and provide a resolution. The first attempt was made on 11/**/2014. A message was left with our direct contact information. The second attempt was made on 11/**/2014. A message was left with our direct contact information. We mailed a call office letter providing our direct contact information. We trust this information will assist you in closing the complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter. Sincerely, Customer Relations Specialist

Review: Since December **, 2014

We have 4 lines for the Phone and only 1 Works, the Internet doesnt work. The Phone lines are also effecting our Credit Card Machine, The Security System, and Open Table (Reservation Software)

We talked to numerous people at Verizon each person is telling us a different story and giving us a different day when it will be fixed. There is no one working on this problem since Yesterday.

We can not run a [redacted] Buisness without the proper phones working, credit card machine and no one can make reservations. Every day im loosing more and more money.Desired Settlement: First they need to finish the job

Second I don't believe we should be charged for this service since it effected buisness and we aren't being provided with the service we pay and have a contract for.

Third: I believe Verizon needs to give us a big credit for all the money we lost the past weeks.

Business

Response:

Our engineering, construction and cable maintenancedepartments are all involved in resolving this customer’s service issues. Thework to provide the customer with the deserved reliable service is still inprogress. Closing out the Revdex.com complaint to meet the required respondby date, but the issue will remain open on our end until all work is completedand service provided is to customer’s satisfaction. We appreciate this matter being brought to our attention.

Review: The problem in question stems from an initial sales discussion that I had with a verizon sales associate in July 2014. On this day I was inquiring about switching from [redacted] to Verizon after my move. The sales associate sold the value of Verizon and how high the quality of their product and customer service was so that is why my service wouldn't be a lower cost that [redacted] but it was worth the investment. I was quoted an amount of $140.53 without the state taxes included for the 24 month duration of the contract. He did call out that there was a $59.95 installation fee and this would be spread out over the first 3 months. He explained that the bill for the remaining months would reflect the agreed upon amount.

On July [redacted] I received email notification with details of the bill that listed out everything correctly showing the estimated monthly charge of $146 and the first month charge of $189 because we had partial month charges and the installation fees included. After 3 months of the increased price that for months 2 and 3 was around $166 like expected. I noticed in the following months that the charges continued to be higher than $146 and were instead $169 per month. By the time I called in October/November to get the incorrect charges adjusted the customer service rep called out a fine print in my original bill details that shows a bait and switch to the actual price. There was an entertainment package included that had fee waived in the pricing breakout as discussed with my sales rep but the customer service rep noted how it says Fully Loaded Entertainment Pack $48.99 per month - Free for 3 months then 50% discount for months 4 to 12" Fee Waived applies to the first month because it was the first months bill. When they weren't willing to honor the original price as discussed with the sales team on day 1, I requested to file a formal complaint about that sales rep. The customer service rep told me there wasnt a supervisor available but they would call me back so I didnt have to wait on hold. I never received a call from anyone and on 1/** when I finally had time to call back and final the formal complaint again they were still unwilling to honor the fee. They would not allow me to speak directly with a supervisor and instead my customer service rep worked with the supervisor to file the formal compliant. I did call out how we intended to cancel our service and move forward with [redacted] if they were unwilling to honor the $146 (and we are looking to increase services and are willing to pay for those additional services even though [redacted] offers them all at $139.99+ taxes). The customer service rep then said that is fine but you do have a cancellation charge of $180 and talked me through the final billing processes. She then asked if there was anything else she should explain but was not able to accommodate any changes to the current price.Desired Settlement: The desired outcome would be a billing adjustment to show the original $146 as discussed with sales and refund our overpaid amounts to keep our business and gain long term loyalty or to waive the $180 cancellation fee so we can move forward with a different provider.

Business

Response:

The customer stated she was misled about her FiOS billing,claiming she was not advised that movie channels (Fully Loaded EntertainmentPackage) was free for 3 months, then 50% off and she wanted the earlytermination fee waived. Verizon contacted the customer and explained that theemail we sent her on the day the order was placed clearly states the moviechannels were free for 3 months, then 50% off. In addition, the customerreceived a $300 gift card, so Verizon would be unable to waive any earlytermination fee.

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.

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: 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...

Review: I signed up with Verizon to get their "2 year price guarantee" not knowing there was a cancellation fee if I left.

I signed up with Verizon having seen their ad for a "2 year price guarantee" over the phone. I was NEVER told that if I chose to leave Verizon before the two years there would be an early termination fee.

This morning I was informed of this 'catch' and I would owe them $950 to cancel early. I never had that with a landline or Internet service before. It was an unpleasant surprise. I was canceling them because they had quoted me a $79 fee for phone and Internet and I was being charged $139 PLUS taxes and their odd surcharges. I was also told if my bill was paid up I would receive a $300 gift card. My dad was sick, he passed away at the beginning of May - so from January until now - I didn't pay attention to what I was being charged, I just knew I could't catch up.

Finally I looked at the bill - and called Verizon. I was told, through a series of phone calls, that $79 was for residential and I was a business customer (even though I had been quoted that price) and couldn't have that price. And, in another phone call, I was informed that if I went to another company OR went from Verizon Business to Verizon I would be responsible for the $950 cancellation fee since either would be considered breaking the 'contract'.

A very nice lady at Verizon, [redacted], confirmed I was quoted the $79 price and has since issued me a credit of $300 for the last 5 months of being overcharged and she is taking care of the future billing.

My main complaint is the hidden nature of the cancellation policy. I'm sure my order was recorded, if they can prove they informed me of that, I'd be content. But I don't think so. If you look at their ad, it looks as if they are guaranteeing a price fix for two years, not that I have to remain their customer for two years.

The $300 gift card they didn't send is something debatable. Would I have been able to keep my payments up if I hadn't been overcharged $60 a month? I don't know and so I can't insist.

But I would like to see them correct their very misleading advertising.

I am now with them because they have good service, my price has been adjusted to a reasonable amount, but also, apparently I am 'under contract' to the tune of a $950 cancellation fee if I leave.

Kudos to them for capturing customers.Desired Settlement: The $300 gift card they didn't send is something debatable. Would I have been able to keep my payments up if I hadn't been overcharged $60 a month? I don't know and so I can't insist.

But I would like to see them correct their very misleading advertising.

Business

Response:

[redacted] in our business office emailed the customer this letter today 6/** as customer wanted and email sent. June **, 2015[redacted] I am sending you this letter in regards to the recent complaint you filed with the Revdex.com about your Verizon business account. In your complaint you stated you were over billed for the service you subscribed to and you were not advised there was a contract on your account therefore you want Verizon to provide proof you were advised of the contract. Upon receiving your complaint I reviewed your account and found:1) Your account was over billed due to a missing monthly promotional credit of $60.00. 2) On June **, 2015 a representative in Verizon's business office issued a request to have the account fixed by adding the missing promotional to the account. The promotional credit will begin to appear starting on you bill dated July *, 2015. Your monthly service will be $79.99 BEFORE additional monthly fees (such as Federal Subscriber Line Charge, Universal Service Fund etc.) and applicable surcharges & taxes. 3) A credit of $300.00 was issued on June **, 2015 to cover the missing promotional credit for the bills dated February *, 2015 to June *, 2015 (5 months).In your complaint you've requested Verizon prove you were informed at the time of the order that there would be a contract on the account. Unfortunately Verizon does not have a recording of the call since 1) not all calls are recorded (the automated system advises calls the call MAY be recorded and 2) calls that are recorded are kept for a maximum of 60 days as they are used for coaching purposes. Although I cannot provide you with proof that the contact was discussed during the call when you set up service, I have included with this letter a copy of your 1st bill since changing the account from a remote call forwarding line to a physical line (dated February *, 2015) in which Verizon advises 1) there is a contract on the account and 2) there is an early termination fee if the account is closed before the end of the contract. Your complaint with the Revdex.com is now considered closed however if you have additional questions about this matter I can be reached at [redacted] ext. [redacted] Monday to Friday 8:30 am to 4:30 pm. Thank you, [redacted]

Review: I had FIOS service in Pittsburgh, PA in 2010-2012.

I had an outstanding bill which I paid for, directly from my bank account, in December 2012.

I called FIOS numerous times because they kept telling me that they did not receive my payment.

I even sent a FAX with proof of the payment.

I was assured by a supervisor that the issue would be resolved.

In 2015, I was notified by a collections agency that I was delinquent due to my bill from Verizon.

I contacted Verizon and they told me it is out of their hands.

I requested the bill from the collections agency.

It states that the payment was credited back- I have proof that no such credit had occurred.Desired Settlement: I would like my credit report adjusted retroactive to 2012 ASAP.

I would also like an explanation as to how this could occur.

I would also like an apology for all the stress this has caused as well as the time spent on handling this issue.

Business

Response:

Please be advised after further investigation, Verizon is unable to provide additional assistance with the account in question because it was purchases by [redacted]. All inquiries or disputes need to be handled directly with them. 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 have determined that my complaint has NOT been resolved because:

The debt was sold to another company. However, it was their lack of due diligence that led to this situation. I provided proof to the original company 3 years ago stating that I had paid the bill in question.

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

Sincerely,

Business

Response:

Verizon stands by the initial response that we are unable to provide additional assistance with the sold account. All inquiries or disputes need to be handled directly with [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:

While my debt was sold to another company, it was Verizon's lack of due diligence that led to this situation. I provided proof to Verizon 3 years ago stating that I had paid the bill in question. My credit report showed a delinquency this year which affected my credit rating.

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

Sincerely,

Review: I called on September 2015 asking about any promotion or discount I am eligible for. The representative told me I can get additional $15 off so my monthly bill will be $32. This kept my business with Verizon as I was thinking about moving to cable internet and disconnecting my landline. On October 2015, I called again because I did not see the $15 discount on my bill. The representative told me that it may take up to 2 months for the discount to show up. On Jan 2016, I called Verizon again as I did not see any discount on any of my bills since September. This is why I am filing this complaint against Verizon with Revdex.com.Desired Settlement: Apply the promised $15 discount to my monthly bills since September 2015.

Business

Response:

The following information posted to the July **, 2015 bill under the “Verizon News” section: Promotions Ending: This month your discounts on the following items may be ending. Make changes to your account online at Verizon.com -24 Mo. Bundle Credit. In addition, under the "Need to Know Information" section of the bill the following information was notated: FiOS Rate Increase-In order to continue to bring you quality service, at times we need to raise our rates. On or after 30 days from the date of this bill, the base monthly rate for your FiOS Bundle, FiOS TV, or FiOS Internet plan will increase by $8. If you would like to keep your current service as is, no action is required and any credits or discounts remain in effect until their original expiration date. If you have recently signed up for a new 2-year bundle agreement, you may disregard this notice. We offer many other bundle options that can help you get the most for your money. Just call and a FiOS rep will help find the best value for you. You may even be eligible for a special offer when you switch to a new FiOS bundle with a two-year agreement and two-year price guarantee. Call ###-###-#### ([redacted]) or go to [redacted] for more information. Be sure to have your Verizon bill handy for reference. Research determined that the previous promotional credit of $20.00 off expired on August **, 2015. On September **, 2015 [redacted] regarding the rate increase. During this contact, the representative went over the billing. As a courtesy, the representative added a promotional credit of $10.00 off for 12 months. Our records do not reflect that the promotional credit was offered at $15.00 off for 12 months. The following information posted to the October **, 2015 bill under the “Verizon News” section: New Promotions- This month your discounts will begin on the following items: Valued Customer $10/12 Mo. On January **, 2016 I spoke with [redacted] and explained the previous promotional $20.00 discount expired. I advised [redacted] that a billing representative from our office would contact him and go over available options to lower the bill. On January **, 2016 a billing representative from our office spoke with [redacted] regarding his concerns. The billing representative offered [redacted] an additional promotional credit of $5.00 for 12 months. [redacted] accepted the offer. Please allow 1-2 bill cycles for credit to post. We trust that this information will assist you in closing this complaint. Again, we apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at */###-###-#### EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations

Review: I have been in contact to straighten out my account since October, 2015.

I have been promised a credit on my account several times with no credit appearing as of this date.

When I call, one person cannot help me, another transfers me to corporate. When I talk to corporate, they apologize and promise the credit only to not issue this.

They issued me a phone number that was li kedto an overdue account Andy received multiple recorded calls about bill.

They finall changed my number.

I am tired of calling and calling to no avail or solution,Desired Settlement: Follow through with promises and finally get this settled.

Business

Response:

On 1/**/16 I spoke with [redacted], apologized and acknowledged the complaint. I advised I could see record that he was advised he would receive $200.00 credit. I advised would investigate for resolution. Verizon Appeals Billing representative spoke with [redacted] on 1/**/16, and issued $200.00 credit to account ###-###-#### resulting in a credit balance of $77.88. Verizon Apologizes for the inconvenience.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

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:

As of today, 1/**/16, no credit has been received as promised.

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 has not honored their promise for the credit to be applied by 2/*/2016.

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

Sincerely,

Business

Response:

I called and spoke with [redacted] on 2/**/16, reviewed the 2/*/16 bill for account [redacted] and showed him where the credits are posted on the bill. I advised [redacted] to contact me if he had any further problems or questions.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

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: 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.

I had contacted Verizon Customer Service as a follow up for an application status on February *, 2015, and was connected to a customer service representative, [redacted] (she would not provide a last name or any other identifier). I had a terrible experience speaking to her. She was condescending and rude throughout our whole conversation and was constantly speaking over me as she repeated the same line without offering any help or answering my questions. When I asked to speak to her supervisor she informed me that she was the [redacted] and refused to transfer me. Overall, [redacted] did not seem very knowledgeable about my inquiry or concerns and was very disrespectful. I was very unsatisfied by her approach and overall attitude.