Verizon Communications

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: 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.

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.

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,

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 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: 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: 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: 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.

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: 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.

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.

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: 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,

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]

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: 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: 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: 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: I cancelled my account # [redacted]. I had a delinquent cancellation balance of $127.99 which was sent to a collection agency. That balance was paid in full to Verizon (the online bill payment still accepted the payment) on 02/**/2016 but Verizon never reported the payment and zero balance owed to their collection agency. I have called Verizon several times since February 2016 but cannot get through to the department that handles finance. Each time I call I am holding for 15+ minutes, when a rep answers they say they cannot help and have to transfer me to the finance department who does not have a direct number. When they "transfer" me I wait in silence for another 15+ minutes (today I held for 20 minutes) and then the phone disconnects.Desired Settlement: I need Verizon to rectify w/their collection agency so this is removed from my credit reporting. I would also like a refund of the $127.99 as these were unjust early termination fees and I had to terminate and pay another provider b/c Verizon got nothing correct on my acct from the time I joined and has caused a lot of distress to me, a hard working human being trying to make ends meet on one salary with a child in college making it necessary for us to have internet services.

Business

Response:

Verizon records indicate account was recalled from the outside collection agency on March **, 2016. The consumer will not receive further calls concerning this matter. Verizon's records have been updated to reflect the February *, 2016 payment. The account currently reflects a zero balance.

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

There was no indication from Verizon that I am to be refunded the $127.99 for early termination fees which I incurred for terminating my service with them due to their very poor customer service, mistakes and misleading service sales. I feel very strongly that I should be compensated for the stress Verizon has caused not only me, but my child as well.

As of this date, April **, 2016, there is still an owed balance on my credit reports, nothing was done on March **, 2016 (the date they claim this matter was taken care of).

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

Sincerely,

Business

Response:

According to Verizon's records, on April **, 2016 Verizon's Financial manager spoke with Mike P from IC Systems who confirmed the account was recalled on March **, 2016. Subsequent to the call, Verizon submitted a request (AUD Control number [redacted]) to all credit bureaus to remove the record from the customer's profile. The consumer must allow up to 30 days for the bureaus to update their records. No credit is warranted; as the early termination fee is a valid charge. No further action is required by Verizon.