Verizon Communications

Review: I renewed my contract with verizon ,tv,phone &internet I was quoted $135 per month including all taxs and fees verizon keeps billing me $152 they sent e-mail verifing that quote they corrected my bill 3 times but now say they will not in the future . and I will have to pay $152 .I am living up to my contract obligation to pay the bill each month but they will not live up to there obligation to honor there price quote on there contracted price ???Desired Settlement: verizon have corrected this problem 3 times for 3 months . each time they knew it was wrong and reduced the price to $135 . I just want them to live up to the contract.

Business

Response:

Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, 2015 and placed discounts on his account in the amount of $17.00 for 24 months to honor the price he was quoted. [redacted]'s estimated monthly is $133.34. The representative advised [redacted] these discounts would appear on his bill for the next 24 months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] hi , verizon took care of the problem .all o.k. thank you verizon and thank you b.b.b. , truely yours [redacted]

Review: Closed Fios account (Internet & TV) on July **, 2014. Automatic pay had already been deducted for the billing cycle. Have not received my reimbursement of $71.55 after over 5 months and hours of phone calls to Verizon. Received monthly statements from Verizon stating that there is a credit of $71.55 on my account. Multiple supervisors have told me that the reimbursement would be sent within a matter of days. Most recent call to them, a supervisor told me that their system "automatically rejected my reimbursement" and that the system now showed a debit on my account. Supervisor said they would call me within 2 days after investigating, have not heard anything a week later.Desired Settlement: Receive reimbursement of $71.55

Business

Response:

Please be advised Verizon records shows a new check was releases January *, 2015. I spoke to [redacted] today and he confirmed he received the check. We apologize for the inconvenience and frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Improper Billing and Collections practices

I closed my Verizon account at the very beginning of December. My final bill with Verizon for the month of November was $130.77 of which I paid $60.56. This left a remaining balance of $70.21 which was due on December [redacted]. My internet was cut-off on December [redacted]. I received a closing bill on December [redacted] which stated that I owed $103.21. I was aware that I owed $70.21, but, an additional $33.00 was tacked on to the bill. I spoke with a representative from the financial services department(unfortunately, I did not obtain her name) but, she informed me that I owed the $70.21 and that a final bill would be sent to me with a pro-rated amount that would reflect a $5 balance as opposed to a $33 balance. I paid the $70.21 on December [redacted]. Today, January [redacted], I received a collection notice from [redacted] informing me that I had a balance of $33. I called the Verizon company and I spoke with two reps, the first transferred me to the internet department. I spoke with a rep named [redacted]. She was not helpful, in fact, quite condescending and kept referring me to the collections agency. I did call the collections agency and the gentleman informed me to send a dispute letter via fax or mail. I will be sending a dispute to them, but, in the meantime, I wanted to inform your agency of their poor billing practices and atrocious customer service. I am livid about receiving a collections letter, and feel that Verizon is following unjust billing practices. I request that the Verizon company pull the call from December [redacted] and review the conversation that I had with their rep. I would appreciate any assistance that your agency can provide me. Thank you for your time. [redacted] Additionally, my account number with Verizon is:[redacted]Desired Settlement: I request that Verizon pro-rate my bill to the correct amount of $5. They can review the call that I had with their representative on December [redacted] at approximately [redacted] my time. I would also like my name removed from the collections agency, [redacted] and a letter sent to me indicating the corrective actions taken.

Business

Response:

A review of [redacted]'s account found that the bill she received dated 12/**/14 for $33 did not include prorated credits for the disconnection of her data service. She will receive a final bill dated 1/**/15 for $5.50, which includes the -$27.50 in prorated credits. An email has been sent to [redacted] with this information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On Thursday November **, 2015 (yes, Thanksgiving) I lost power in on section of my home. This section just so happened to contain the Verizon main box which contains what was explained to me as the back up battery. Needless to say, this "battery"/box did not back up anything. I got it back to the main power source and the cable immediately started working. I could not get my WiFi back on so I reset the router and nothing happened. I contacted Verizon customer/tech support around 12am because it was my responsiblity to clean up after dinner and make sure my guest left safely. The man I was on the phone with was condisending and asking me questions to verify my account that I would need the Internet to have access to. Now I am all about validating who you are communicating with but what fool at 12midnight would falsely call Verizon tech support to say that the WiFi is not working at my particular address in the middle of West Philadelphia? NONE! He worked my nerves, meaning, he pushed my buttons with his [redacted] attitude and I was very tired from what was a very nice holiday. He told me to unplug my box in the basement and then the call dropped! I waited for him to call me back because he was such a [redacted] about me saying every number of my call back over to him, but he didn't call back! I decided to leave the problem until Friday, but then I remembered that I had some business to conduct Friday and Saturday, by business I mean, I was going to earn my income that provides for my family as a single mother. So I got comfortable and called Verizon tech back at 3am, yes! 3am. I used my [redacted] hotspot (you can thank them later) and tried the unresponsive remote fix. This time the young man who answered was more pleasant and not as much of a [redacted]. He was trying to do his job, but he told me that because he could see everything was ok with the Internet that I would need a replacement router to get connected to a network to access my WiFi. Ok, good lets get one to me tomorrow-NOT apparently, I would have to wait until Tuesday (sometime) to receive this router. I told him that is not an option because I have to make money, and is there anyway that I can pick up a router from the closet Verizon location ([redacted] is over the place and allows it's customers to do that), he said that wasn't an option and the soonest I could get a technician would be Sunday(sometime). I must admit, at this point, I actually cried. I was soo exhausted from my holiday and at 3am in the morning I never expected to hear that I wasn't going to make any money on the most lucrative and looked forward to shopping weekend! I am told the young man that would not work because I have to make money. I need another option. He said that was all he could do and I had nothing else to say (that would come out of the mouth of a Christian) so I had to hang up. Today is Sunday 11/**/15. There was no technician and still no WiFi. I got the dredded email from [redacted] that we are at 75% of our data usage which means we are now over at the beginning of the billing cycle with no more data for the month! Verizon I am disappointed and if I didn't pray very hard before I wrote this you would read every explicitive I know, but some I would just make up! How dare you decide that it is ok to mess with my livelyhood. How dare you not have a backup plan for situations like this? How dare you outsource to whatever country I talked to last who couldn't understand the English coming out of mouth but knew how to hang up on me! I called back about 30minutes ago and the girl said she didn't see a tech ticket scheduled for me and she sees that I have the internet. I calmly explained to her she WILL see that I have Internet, but she will not see that I don't have a network or WiFi to connect to which is why I was told I need a new router. She said that if I had a tech come out I would have to pay for the service. I told her I'm not paying for a GD (yes I used the letters) thing! In fact, Verizon owes me for this fiasco! She said she put in an order for a router and it should come in 24-48 hrs. I asked her what the heck did I accomplish at 3am in the morning on Friday if a GD router was never ordered!!?? She said she didn't know she sees the man ran the same test as her and that's all she could see. I asked, well don't you guys put notes in about how your calls end? I mean for Pete's Sake, I work for the government and we notate everything!! [redacted] Verizon! She said, no I don't see that but I am going to set up temporary network. She asked me to go a device and check. I told her it wasn't there. She said, well even if they send a new router if the new network doesn't show up it's not Verizon, it is my device. She asked me what device I was on and if I could switch to another one. NOW, I'm [redacted]. I told her that we have 3 desktops, 4 iPhones, 1iPad, 2 laptops, 2 Playstation4s, and an XBox360...which of those devices are faulty because it can't be all at once!! I [redacted] now. Your company is disrepectful and yes, I mean your company because who you pay to represent Verizon is not doing a good job! I asked can I speak to a Tech Supervisor and I need to talk to someone about getting credit for this mess. She said that the supervisor can't give me credit so I would have to be transferred to customer service. I said ok. Then the f*in call was disconnected. I expect this to be fixed. I expect compensation for all these days without WiFi. Yes could have purchased an Ethernet cable and had my family huddle around one laptop for usage, but #1 I'm not spending money if I'm not making money and #2 I paid for WiFi-point blank, period! I expect an apology for the rudeness and lack of service. I expect compensation for having to use my data plan to compensate for Verizon's lack of a plan B. I expect some new customer service training to be implemented because if you can't get that right, I have no problem dropping Verizon and going back to [redacted]. If you are going advertise and sell as better, you should have better. [redacted] is what is and doesn't hide that behind being the best, but they do enforce that they are better and guess what-they are! I know what to expect when I call them and in my 20 years of cable service with them, I never had to write the Revdex.com! I only switched because you advertise that you are the future. Unless you plan on getting some none emotional robots over there I think you need to work on your marketing because there are law suits coming your way (I just so happen to stumble on a website online that doesn't look good for Verizon-heads up!). Sincerely and waiting for someone who can DO something, not someone who can speculate an action, to call me back before my kids graduate college. Oh, and I'm not spell checking because I am using my [redacted] hotspot to write this!Desired Settlement: I expect this to be fixed. I expect compensation for all these days without WiFi. Yes could have purchased an [redacted] cable and had my family huddle around one laptop for usage, but #1 I'm not spending money if I'm not making money and #2 I paid for WiFi-point blank, period! I expect an apology for the rudeness and lack of service. I expect compensation for having to use my data plan to compensate for Verizon's lack of a plan B. I expect some new customer service training to be implemented because if you can't get that right, I have no problem dropping Verizon and going back to [redacted].

Business

Response:

I spoke to [redacted] and apologized for her treatment and also reached out to Fiber solution center and advised them of [redacted] concerns and that her treatment was unacceptable . [redacted] was also credited 45.00 for the wireless data she used when her services were down.

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.The response was quick and action was taken quickly as well. I appreciate the efforts of the team who helped rectify this matter. I hope to never have to take such drastic measures again.

Sincerely,

Review: A tech had caused damage to the air conditioning unit and will not resolve supervisor of tech refuses to deal with the damage issue. I need more time paying my bill I've been a customer a long time my bill is huge due to some illness this past year. My son is sick and time was taken from work putting me in a high bill situation and I just need time not browbeating ill make a payments but its hard. To make full paymentDesired Settlement: DesiredSettlementID: Other (requires explanation)

A better payment arrangement withno interruption of service and video on demand restored and reimbursement for the damage to my Ac duct directly to the landlord. I need no problems with him. He has a bill generated.

Business

Response:

Thank you for referring case [redacted] received on 10/**/14 for handling. I do apologize that we do not handle consumers within the state of Florida. This case would need to be redirected to the stated of Florida for investigation and response. However, I do show that this case was recently researched by the Verizon Florida group and closed by the [redacted] Revdex.com case # [redacted] on 8/**/14, on this same issue. Thank You [redacted]

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention.

A Verizon representative spoke with [redacted] in regards to this inquiry. [redacted] expressed concern in regards to property damage as well wanting to set

up extended payment arrangements. We have advised [redacted] that her claim for property damage has been denied as the Verizon technician did not enter the crawlspace and cause any damages. Verizon’s Financial Services representative called and was unable to speak with [redacted] but left a message with a direct number for the account specialist responsible for setting up payment arrangements.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the [redacted] has experienced as a result of the above matter.

Review: Verizon ** seasonal program to temporarily activate/suspend home phone at no charge not being honoured. No supervisor /customer relations available.

Verizon offers for seasonal residents only in the state of [redacted] the possibility of temporarily suspending home phone with NO suspension or reconnection fee. We have property in [redacted] and often make short trips for *-** days. I call Verizon to activate my phone or put it "on vacation" (temporarily suspend service) with no fees. I have been doing this for about 2 years and never had any problem. I understand that the phone line must be "on vacation" (suspended) for a minimum of 30 days before I can reactivate it, which has always worked well. Now verizon is informing me that it must also be activated for a minimum of 30 days. I have now spent 2 days and a total of 3 hours (3 phone calls) on the phone with verizon trying to sort this out. They have reimbursed me the disputed amount of $17.86. This is now not the issue. Since I have been provided conflicting information by 3 different operators, I have requested to speak with a supervisor or manager or customer relations department. I have been informed that Supervisors and managers do not take complaints and there is no customer relations department; I may receive a return call next [redacted]. The service I have been provided is disgusting. I am simply trying to to attain correct information on the service that they are offering for this program and have received inaccurate information and no one at a higher level with Verizon will even communicate with the customer. Not to mention I have spent 3 hours on the phone with them.

Kindly look into this issue and the program they are offering as Verizon is not able to provide me with accurate or concrete information. Also I should be compensated for this terrible service by Verizon.Desired Settlement: I request accurate information (in writing) from verizon and that my phone account be notated with the correct information so that I may avoid such disputes in the future. I also request to be compensated for the 3 hours I spent on the phone with Verizon, the inaccurate information I received and not being able to access a supervisor, manager of customer relations department at Verizon.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. A Verizon representative spoke with [redacted] on December **, 2014 regarding his inquiry. We have explained our vacation service policy including time minimum and maximum allowances. [redacted] stated that she understands the policy and has accepted these actions as resolution. 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.

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 requested a written copy of the Verizon phone company policy of the program that is offered and that is the cause of this dispute. I have not received a written policy and do not accept a verbal explanation from Verizon. If the "vacation" program policy exists for residents of [redacted], I should be able to have a copy of the program. My complaint is therefore not resolved until I receive a written copy of their policy, detailing the rules of the program.Thank you.

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

Sincerely,

Business

Response:

I spoke with [redacted] at [redacted] and explained the vacation policy for [redacted] customers with voice service only. In [redacted] you can place the voice on vacation for 9 months per calendar year at no charge. You must have the service on for a minimum of 30 days in order to place service on vacation and also must keep the service on vacation for 30 days in order for the service not to bill.[redacted] understands and would like us to write back to the [redacted] and the Revdex.com on the vacation policy for [redacted]. I also went over her new bill and advise no new charges were billed service is on vacation.

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.

######### please remove my name, phone number and address from the text of the complaint as well as Verizon's response. I do not authorize the Revdex.com to publicise my personal information as stated in any text or file.

Sincerely,

Review: Please see attachment Verizon credit for $53.47 ... In July of 2014 and after over 19 years with Verizon, they came out "like thieves in the night" and disconnected my land line ... We made a service call the next day and were told we no longer had Verizon Service ... After numerous calls and hours on hold, I was informed that that because I failed to allow them to install fiber optic, they disconnected me ... I was guaranteed that it was their standard policy that I got 3 letters notifying me of the date of cut off and a Certified letter approximately 10 days prior to turning off my service ... When I requested copies, they (again, several phone calls and hours on hold) admitted there were no such letters

They violated their own policy as relayed to me before disconnecting a loyal Verizon customer

Per the attached bill (actually a credit) we had just paid our Verizon bill such that we now have a Credit of $53.47 ... I was assured I'd receive a check within 10 days ... I gave them 30 days and called and was told they had no record of my requesting payment but would get me the check within 10 days ... Again, 30 days later, no check ... Approximately December 2014, I was finally told they had sent the check last month and when I asked for a copy, back and front, I was originally told they could not do that and when I got a supervisor, I was told they had never sent the check but, again, was told I would receive a check in 10 days ... It has now been over 9 months and they still have my money

I now demand the same money they would charge me if I did not pay my bill within the given time ... The 53.47 + the 18.99% interest compounded per month for the time it takes to get me my money

My address is on the bill but it is"

The Verizon address on back of the bill, where we mail our payment is

Verizon

[redacted] Phone #: ###-###-####

Direct #: ###-###-####

[redacted]Desired Settlement: I am looking for my money promised to me over 8 months ago plus interest of the 18.99% compounded ... This is what they would charge me if I did not pay my Verizon bill

Business

Response:

Subsequent to receipt of the complaint, I contacted[redacted] and apologized for his past experience. I advised him that records show adisconnection letter was mailed to him June *, 2015 and expiring June **, 2015;however, he disavowed receipt of any notice. With regard to the $53.47 refund he allegedly never received, I promisedto forward to the appropriate department for investigation. Subsequent to an investigation, Company recordsreveal that a refund was sent to the customer’s bank account on August **,2014. The refund posted to the customer’sbank account, marked as confirmed after 65 days on October **, 2014 (specificinformation provided in a separate email to [redacted]). I advised [redacted] that he needs to contacthis bank and verify payment that was made to his account with the informationprovided. I closed our conversation bystating that I was required to respond to the Revdex.com; however,if there were any residual issues regarding this issue, [redacted] has my directcallback information and, of course, he reserves the right to file a rebuttal. Tell us why here...

Review: I have signed up Verizon for internet and phone services for my business Granite ASAP, located on [redacted]. After couple months we started to have issues with both internet and phone services. We have made several calls and scheduled services for these problems to be figured out, but first of all they didn't show up at all or sometime after scheduled days to repair them, and this issues keep repeating. Finally, I have made a phone call again to see what is going on and told them if I am not getting this repaired I will have to cancel my services, and lady on the phone said there wouldnt be any early termination fees since there are several tickets. So I have transferred my services to another provider. Now they are trying to charge me with early termination fees. When I called on 03/**/2016 to disconnection department, they said they cannot wave these fees, and they dont see any service calls in their system- which is a lie.Desired Settlement: I would like the early termination fees to be taken out of my final bill

Business

Response:

A Verizon billing escalation representative spoke with [redacted] on 3/**/16. The representative advised that the billing of the early termination fee (ETF) was valid. The Verizon service was disconnect prior to the expiration of the 24 month contract. No record was found of a Verizon representative advising that the early termination fee would be waived do to multiple service issues. Verizon repair records show only 2 repair reports, 12/**/15 and 2/*/16 for service issues. The billing of the ETF is being sustained.

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 24 month contract was base on the service we supposed to get. Verizon has failed to provide the service. There is other complaints other then that two. There is three phone numbers, and internet was providing by Verizon. There has been service calls which they didn't show up or showed up a week later then scheduled. I am not willing to pay the early termination fee claimed by Verizon since the service wasn't provided which we sign contract for. Their lack of providing service caused damage to my business.

Review: My grandmother had Verizon home phone service for several years, and my credit card had been set up for auto payment on her account. For 2 months, the account was overcharged and after the issue was finally resolved, there was a credit on the account. My grandmother had recently passed away, so I called in to close out the account, and was assured by a friendly representative that the refund would be credited back to the card set up for auto payment. However, the account got closed, and a check was issued under my grandmother's name. We are unable to deposit this as she is already deceased. I reached out to Verizon again, and this time the representative at the finance dept tells me that I should have switched the account to my name before closing it, and it was now too late to do anything about it, so the money is gone. After a lengthy discussion, she agreed to have a manager reach out to me. He called the next day, and after hearing the full story, he indicated that he would reach out to the accounting dept to see what they would be able to do. He was supposed to call me back the next day, but I didn't hear back, so I called in 3 days later. This time, I ended up with a representative who couldn't care less and said there's nothing that could be done, and the money was gone. I asked her to transfer me to the manager from last week, and she said there's no direct extension, then when I asked for her to have him contact me back, she proceeded to put me on hold for a while, and then eventually said she couldn't get ahold of him. So I asked to speak to a supervisor and she said it would be pointless as the supervisor would give the same response. Eventually she relented because I wouldn't hang up, and said she would transfer me, but after being on hold for a bit again, the line just went mute, and I believe she probably just hung up on me.Desired Settlement: I would like a refund of the credit that Verizon owes me.

Business

Response:

We agreed to credit the sister's account ###-###-####-[redacted] to satisfy complaint about final bill credit $62.52 from grandmother's account. Per collections they are unable to reissue refund check for account ###-###-####-[redacted] in a different name. The grandmother is deceased and grandson is unable to cash the refund check. The payments were being taken automatically from his credit card. We offered to credit this account (sister's account) the amount of refund to satisfy and the customer accepted. The customer is satisfied. Case closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I called Verizon to renew my service plan (triple play) last November when they were offering a Black Friday deal. I spoke to a woman who told me that I could keep my existing channels and receive additional bonus premium channels as part of the special sale. I was billed what was agreed and everything was going well until my wife began to notice that several cable channels we had previously gotten were now no longer included in the package. It has now been 7 months since the new package agreement and we are without ~20 channels that we used to have. I finally called today to get the issue resolved only to be told that they no longer offer the package I had prior to the Black Friday deal, but that I could add those channels back for an additional $35/month. The gentleman told me that had I called sooner they could have taken away the free pay channels and added the old basic channels at a nominal charge. My issue is that I verbally agreed to a deal in which I kept all of my existing channels and added additional premium channels for free as part of this Black Friday deal. I verified this multiple times prior to agreeing to the contract. The fact that I called about the problem months later is irrelevant, it is a breach of a currently valid contract and I had just noticed two additional channels we are not receiving. The suggested fix by verizon of removing the premium channels had I called sooner is also unacceptable as this was not part of the original agreement either.

Product_Or_Service: Verizon Fios Black Friday Deal 2014

Account_Number: Account tied to mailDesired Settlement: DesiredSettlementID: Finsh the job

To receive the agreed upon service at the agreed price.

Business

Response:

Verizon Appeals representative called and spoke with [redacted] on 7/**/15 went over channels he currently has. He has most of what he needs but missing a few, doesn't know exactly which ones but his wife does. Went over the service he had back in November 2014. It was FDV- Prime 75/75 for $129.99. [redacted] now has Select 50/50FDV for $99.99. The representative went over the different options & custom TV. [redacted] didn't think that would work. The representative offered [redacted] a Triple Play with FDV 75/75 and Preferred TV for $129.99, with one box and adapter. [redacted] still has free premium until November 2017. The Triple Play for $147.97 plus taxes and fees total approximately $170.01. [redacted] was advised the first bill will have pro rated charges and charges for a remote he had purchased. [redacted] understands. [redacted] was advised to check for an email confirmation and to check his new channel line up. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: My wife and I had verizon internet and phone service at our previous address. When we had the service it worked terribly, the phoneand internet would go out for weeks at a time witn poor customerservice and resolution of the issue. We spoke to a representative in march becuse we moved and the previous service was suppose to be disconnected in February **. The woman we spoke to assured us that theservice would be disconnected, backdated, there would be no balance remaining, and the refund of 100.00 we put down would be refunded. To date we are stillbeing billed for the oldservice. Wehavehad to call many times and each time we havebeen lied to by rep after rep and no one has held up the promises that have been made or resolution to the problem.Desired Settlement: I want our former account disconnected, balance adjusted to zero the way we were told it wouldbe, and our deposit refunded

Business

Response:

Multiple calls were

made to this complainant who failed to respond. A closing letter has been

mailed advising that Verizon issued an additional credit to the final account of $43.66. This credits

all charges billed beyond the requested termination date of February **, 2014.

The remaining balance is $71.06 and is for service prior to February **, 2014.

The deposit of $100.00 will be applied to this balance and the

complainant will

receive a refund of $28.94. The name and number of a Verizon [redacted] has been

provided for any further questions.

Consumer

Response:

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

[Your Answer Here]

My wife called Verizon back in reference to this complaint to speak to the woman who called. My wife left a message and still has not received a call back. This is the worst customer service we have ever received. This has not been solved to our satisfaction.

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

Sincerely,

Business

Response:

The customer

was contacted and it was explained that a letter of billing explanation had

been mailed. It was agreed that the [redacted] would follow up for the final bill to

be rendered and contact the customer to review it.

Review: A representative from Verizon made us an offer to come back to Verizon. And that was we would receive a $400 [redacted] gift card, we would get everything that we would need to run our business and we would get an extra savings on our bill each month. The agreement was that after ninety days that we would receive the card. Well since coming back I've had to call them several times to complain.

1. We didn't get the channels that we were signed up for.

2. We didn't receive the [redacted] gift card.

I have called and complained and then finally I was told that we wouldn't get the card and we didn't qualify because of the service that we have. The things that were being offered was the incentive to coming back so now I'm stuck in a contract and we are not receiving the card. This is the second time we have been with Verizon and there were issues that's why we left them the first time and it looks like we are dealing with this same stuff all over again. I spoke with a young lady and she said she was the highest in her dept and there was nothing she could do. So I asked to speak to her supervisor and I was told that I couldn't because this person is offline. I requested they call me back or I get a number to contact them and I was told that was not possible. And that her supervisor wouldn't talk to me and that I could only talk to her. I don't understand what is her supervisor position there for. I asked if I had a complaint how could I report her if I can't talk to her supervisor she tole me to file a complaint at their website. It's not my fault that someone at Verizon didn't do something right. I feel that we were tricked into coming back. I have no problem with giving someone a second chance but they are sure ruining it.Desired Settlement: I would like for us to keep the services that we have which is what we asked for and get the $400 gift card that we were promised.

Business

Response:

Verizon made contact with the customer to advise the gift card is being shipped from the vendor and to allow 10 business days (from August **, 2015) for receipt of the gift card. The customer is satisfied with the resolution.

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: Overcharged for Repair service - battery died on FIOS equipment - promised NO CHARGE for repair, got bill charged $91

In March 2015, Alex - tech rep - at Verizon FIOS took complaint call for loud beeping noise from Verizon FIOS equipment attached to wall w/ blinking red light - advised that battery was dead and that a technician would come at NO CHARGE to fix since issue is w/ Verizon equipment - ref #[redacted]

Got Verizon bill and saw charge of $91 for repair - which makes bill DOUBLE what normally would pay. When spoke w/ Third (rep #[redacted]) on 4/**/15, he refused to let me speak to a supervisor about this charge and would do nothing to help.Desired Settlement: I am looking for this charge to be REMOVED and also to be assured that there will be better level of service - so that when requested to speak to a supervisor, get one, instead of being placed on hold for over an hour and then being told to just call back to speak to another rep.

Business

Response:

Verizon contacted the customer and agreed that the $91.00repair charge should be credited. Upon further investigation, it was confirmedthat the credit had already been issued on the amount of $101.00. The chargewas on the 4/*/2015 bill and the credit posted on the 5/*/2015 bill. It showson the bill as internet credit.

Review: I have had verizon services for almost 2 years till Oct 2015 when I moved and cancelled since Verizon does not provide services at the new location. I requested verizon to put my services on vacation suspend mode on March [redacted] 2015 but inspite of that I was billed through July 2015. I spoke to several verizon representatives including some supervisors but without a resolution to date. I made several payments inspite of requesting service suspension/cancellation and have not been refunded these amounts whereas I was advised by several verizon representatives that these charges will be refunded back. In particular I am talking about two charges: payment of 99$ made on July **, 2015 and payment of 208.41$ on June [redacted] 2015. These payments are additional from my end and should have been refunded as of today but have spent several hours with verizon representatives without a resolution to date.Desired Settlement: I would like to receive the refund for these payments made to verizon in June and July inspte of not having verizon services. The total amount that should be refunded to me is: 307.41$

Business

Response:

Verizon's Customer Service Escalation team representative spoke with [redacted] on 01/**/16. Appropriate credits were issued. A refund check has been sent to [redacted] and he should receive the check in 7 to 10 business days. Verizon has responded to [redacted] via letter.We trust this information will help to resolve [redacted]'s concerns.

Review: Signed up for verizon bc they sent me an advertisement in the mail for 79.99 service and a $300 visa card. I have proof. When I called they told me it was 89.99. I said ok. Also they said they had a promotion for hbo and showtime for 15 (half price). I siad ok..the rep said I would also receive a ipad. He also gave me the dvr as a courtesy since the price went up from what I was mailed. After installation I called and they said since I got the bundle???? I could not recieve the ipad or gift card. The next day I received an voucher for the ipad. They dont know what they are talking about. The dvr would cost me 240 for 2 years..which is less than the gift card. So they didnt do me any favors. Now they are advertising for 79.99 and $400 gift card. I would have went with [redacted]. Ive have already installed Verizon. False advertising and trying to pull a fast one is not the way to build a relationship. I have all the proof ready to be faxed in.Desired Settlement: I should receive the curent offer for the 400 gift card and the 5 movie channels they are offering. I want everything else to stay the same..they have caused mecstres and anxiety. The girl I spoke to on the phone kept me on hold for 1 1/2 hours..after I asked fir the supervisor. She said the supervisor would call me back. Did not get a call back. I have enough stress from buying a house and then all this lying from Verizon. They can listen to the conversation when I first called for service. Its all there

Business

Response:

Our business office representative reviewed ad and order information that the customer faxed over. We explained to the customer that the advertisement does not offer $300 gift card and free Quantum tv. Quantum tv is a savings of $22x24 months= $528. Gift card is $300. Quantum tv is a better deal because of more savings, but the customer is not able to have both promos. The customer currently has the Quantum tv promo. We also explained $89.99 is for Select hd which the customer told us she upgraded to Extreme tv because she was missing one channel. We explained that is why she is not receiving $89.99 price. She advised she will change companies and will not pay early term fee and hung up. We called her back to advise if she goes with another company she will need to contact us by Jan*, 2015 or there will be an early term fee of $230. The cusotmer replied OK. No changes made. Verizon stands by our position. Case closed.

Consumer

Response:

I received the bait and switch from verizon. I [redacted] my problem and found I am not the only one that has had this issue. Verizon mailed me a promo and then changed it when I called. If you can pull the phone records you will be able to tell they never said I will not receive the $ 300 gift card. Corporate is trying to take services away from me to give me the gift card. That was NOT what I agreed to. I have HBO and Showtime only. Now they are offering HBO, Showtime and 3 other channels plus $400 gift card right now. So I dont understand how they cheated me out of my gift card? Not very good business practices..

Business

Response:

Verizon representative spoke to [redacted] who wants $300 gift card says she was promised. We advised customer she has quantum tv free for 2yrs instead. This was explained on the previous complaint she sent in. The customer hung up.She doesnt want to change to the 79.99 package or increase her internet speed. The bill is higher because she added non published service. Verizon will not be changing our position on this. Case closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because the Verizon Escalation department is a joke. Every time I call they continue to tell me what a great deal I got. That was not my complaint. Its like a recording they repeat the same thing over and over again with disregard to my issue. I think Verizon's [redacted] should get rid of this useless department of repeaters that do not help the customer. I did not hang up on the rep. She kept repeating the same thing over and over again. So they pretty much stole my gift card and then want me to lower my plan for $79.99 but they wont give me the gift card, what sense does that make. I have dealt with a lot of ignorant people at the head of companies but they take the cake. I guess this is why Verizon pays them to annoy the customer so they will give up. Corporate America! They can take the $300 gift and shove it. I will not waste my time and energy anymore dealing with these useless people. The only question I got answered was why my bill was higher. I don't want them to call me because all they do is annoy me with repeating the same robotic sentence. Not once have they said, maybe you were right and not told you would not receive the gift card what else can we do? That's what customer service entails, which they have none.?

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Sincerely,

Review: My mother, [redacted], now deceased (DOD: December **, 2014)received Verizon FIOS residential telephone, TV and Internet services at [redacted]. Verizon Account Number can be furnished, if required. Complainant is [redacted], her son and Executor. Her home was offered for sale, successfully sold, closing occurring on April *, 2015. During her final illness in 2014, complainant handled her administrative and financial correspondence. There has been a credit balance of -$40.59, since March 2015. Her Verizon account was always promptly paid and current, prior to and subsequent to her death. Verizon was duly notified of this status, every step of the way. Equipment in our custody was returned months ago to Verizon's local turn-in facility and fully documented. Complainant has made three(3) customer service inquiries in April, May and June 2015 to ascertain when the final refund check would be issued, still unresolved. Complainant has kept a joint checking account open, pending the final administrative transactions, to facilitate concluding her remaining business. Each month for four (4) consecutive months, a paper statement has been issued with this credit balance of -$40.59, with no accompanying refund. A formal complaint with your kind intervention and assistance must be necessary, to go on the record and obtain this refund. So far, they remain determined to hold these funds. They do not provide services in [redacted], where the complainant resides. Complainant made it clear to their customer service personnel, that he wanted a refund at the time of each call.

Product_Or_Service: Telephone, TV & Internet Services

Order_Number: ###-###-####

Account_Number: **###-###-####-**Desired Settlement: DesiredSettlementID: Refund

As of July **, 2015, there have been four(4) consecutive paper statements with a credit balance of -$40.59, but no accompanying refund. Equipment in our custody was returned in April, and confirmed to have been received in accordance with the service agreement. Formal complaint to go on record of this intentional lapse after three(3) customer service inquiries, will hopefully move Verizon to action, to return our advanced funds and close the decedent's account.

Consumer

Response:

I have not reviewed the response made by the business in reference to complaint ID [redacted]. I have been contacted by telephone and have discussed the details with Bruce F[redacted] of Verizon about their assigned case no: [redacted] on July, **, 2015. The resolution is satisfactory to me and the matter has been resolved. Refund for the discussed amount was received late AM July **, 2015 by [redacted] shipment.

Sincerely,

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.

Review: Verizon FIOS was installed in my neighborhood in late 2013. In October, a Verizon FIOS door-to-door representative stopped by our house to present FIOS services. The deal looked attractive but, as an engineer, I was concerned that some of the most advanced features that I most rely on (such as watching TV on android devices) may not work on day one in this freshly expanded network. The representative highlighted what was clearly understood by me and my wife as a typical 30-day money back guarantee. In short, we had nothing to lose to try so we scheduled an installation. Unfortunately, it took about two weeks after installation for the features that I actually use to work such as live TV streaming on android and HBO GO (which was not working due to issues with Verizon authentication). After the services started working, we were disappointed by the quality of the live TV stream on android. In addition, the channels available for live streaming were limited and did not correspond to what was presented by the sales representative. For the above reasons and frustration with the FIOS technical support, we decided to cancel our service and go back to our previous provider. This is when the issues with Verizon FIOS really started. Based on our discussion with the sales representative it was clear to me and my wife that no charges would be incurred if the service was cancelled within 30 days. Verizon is now claiming that there is no 30-day free guarantee but only a 30-day worry free guarantee which waives the early-termination penalty only. Verizon claims that it was part of the documentation later sent to us but will not point to the language. I have reviewed the order confirmation and the user agreement and have found no mention of the above. In addition, Verizon is billing beyond the physical disconnection date and notably above the expected monthly charge. This goes against section 5(b) of their user agreement that reads : "Termination of Service by you will be effective upon notice to Verizon".Desired Settlement: The bill should be adjusted. There should be no charge as presented by the salesperson. The bill is at $198.38 while the cost was estimated at ~$164.37 per month and we have used the services for less than a month even when considering that Verizon charges beyond the requested day of termination hiding behind phone related FCC rules requiring the phone account to remain open but not Verizon to charge for TV and internet after physical disconnection.

Business

Response:

The offer presented was to waive any early termination fees

if customer decides to terminate the services within the first 30 days.

Customers are responsible for any monthly fees for the services provided and

any activation fees.

Review: I bought my new house in October 2015. When I bought the house I called Verizon for home high speed internet. On the phone they promised to provide their services to my new address they told me the previous owners had to cancel their membership. On the same day they cancel I was supposed to call and activate it on my name . I called them after I moved which was in 2 weeks of the initial phone call. They told me that they are not going to offer me home internet.

Then I called the Verizon head quarters. They told me I will get home Verizon internet on the [redacted] of November. But they still ing provide me service.

All of my neighbors have home Verizon internet. I was promised to have it for my new home too.

I am being lied to. And promised many times that I was going to have home internet.Desired Settlement: I would like to have home Verizon internet as promised.

Business

Response:

Verizon records show the Central Office that provides service to the customer's location is currently closed to sales. The tentative relief date is 12/**/15. Verizon has spoken with [redacted] and advised the tentative date of 12/**/15 and that Verizon does not sell stand alone DSL service.We trust this information will help to resolve [redacted] concerns.

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 called me again and told me that they may not provide Internet to me by March 2016 and it was tentative. I told them I am willing to buy phone service and whatever else the dsl may be offered with. Because my husband and I have to have internet at home. We both work in medical field and it is very crucial that we get internet service. The December date Verizon provided to Revdex.com is incorrect and I am very dissatisfied they did promise us home internet service and they are not doing it they first said it was going to be November and then December. Now they are saying it may be March of next year. I also told them I am willing to buy other services from them to be able to get DSL all of my neighbors have dsl. The previous owner of my house had dsl. I was told that the the day the previous owners cancel their dsl, I was going to have it activated on my name. So it is not like they have to put new lines or bring cables to my house. There was DSL in my house until October [redacted]. That's the day the previous owner disconnected their service. We called the Same day and Verizon is not doing what they promised.

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

Sincerely,

Business

Response:

Please be advised I spoke to [redacted] December **, 2015 to advised the new relief date was given based off the extensive work that is required to update all equipment and systems used for providing our customers with High Speed Internet service. I have received an update from the Engineering and Field teams that everything should be updated and ready for a new service order week of January **, 2016. I advised [redacted] that I will follow up to assure the service order is installed with no further problems.We trust this provides your office with the information required in this matter.Thank you,Ms. M[redacted]Sr. AnalystVerizon 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:

I will be able to accept their answer as resolved once they fulfill their promise on the [redacted] of January. Since the promised date has been delayed several times I would like to make sure before I close this complaint. In the past the promised date was November [redacted] 2015 and then was December [redacted] 2015

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

Sincerely,

Review: First when we moved from our previous address to our new address Verizon came to make sure we had everything set up in our new place. We had previously purchased a router from them and when my wife tried to give it to the Verizon technician he said it had it "handled". Verizon then proceeded to bill us a few months for a rental router before we caught it on our bill.

They said they would refund us the rental charges when they received the router. They have since received the router and have not refunded us.

On March [redacted] they claimed we changed our contract from Select HD to Ultimate HD via the remote. My wife nor I authorized this change and we received no confirmation of the change, no email, no phone call. We have a one year old and a two year old. We assume it was one of them who might have used the remote to change our contract.

Both my wife and I tried pleading with customer service once we saw the charge on our bill a month later, telling them we did not authorize the change and it must have been our two year old toddler who changed it and if they could please help us.

Some customer service agents were very rude with me, refusing to help or understand this misunderstanding and how upset we were that we didn't get a usual "verify your order" email so we could have rectified this mistake immediatelyDesired Settlement: We would like our promised refund of the router rental because we had already purchased a router from Verizon the year previously.

We would also appreciate a refund of the difference of Ultimate HD plan from our Select HD plan which we didn't want changed and weren't aware it had been changed for a month until we were billed.

Thank you.

Business

Response:

Our records show that the change from Select HD to Ultimate was placed via remote control on 03/**/15. The customer was charged $5.99 for the router for 5 months, October 2014 through February 2015 bills. A billing representative issued a credit of $29.95 for these router charges for 5 months.

Consumer

Response:

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

Although Verizon Communications reimbursed us for the router rental, they still have not addressed the unintentional change from select HD to ultimate. No one in my household consented to the change or knew that this change took place. Because I was only made aware of the change weeks later, when we received the monthly bill, we were charged approximately $100 more than anticipated. I will not consider this complaint to be resolved until Verizon Communications reimburses all of the extra charges due to ultimate HD instead of select.It is peculiar that we did not receive a confirmation message via email as soon as the change took place. In my experience as a Verizon customer since 2012, they have always sent confirmation emails with every change to the account. Why was a confirmation email not sent to me when the account was supposedly changed on 3/**/15? If I had known of the change as soon as it took place, I could have easily corrected it without all of the extra charges. It is this lack of confirmation that cost us. We did not watch any of the ultimate HD channels or make use of ultimate HD in any way.

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

Sincerely,

Business

Response:

A Billing Specialist contacted the customer and advised that their service had been switched back to their correct package. The representative issued a credit for $86.55 for the difference in the two packages.

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,