Verizon Communications

12/**/2015 - Saturday 2 PM

Customer service representative completely ignorant, spent 20 minutes on the phone attempting to cancel Verizon residential service after which I was told I called the wrong department. Repeatedly asked to speak with manager, I was ignored by the customer service representative. Prior to cancelling my service the representative did not even confirm my account number. I have no idea what he was cancelling (I have more then one Verizon account). I spent a lot of time and nerves talking to this person. I asked to speak with a manager several times, the representative deflected my request several times. I was then put on an indefinite hold after which I was finally transferred to someone else, another representative, not a manager. Then that representative actually transferred me to a supervisor. Bill who was a Verizon Supervisor, he finally took care of everything for me, it should not take this much frustration to cancel a service. I hope none of my other accounts were affected, this so called account representative was not competent at all. Please do an internal investigation and take care of this. I'm also available for feedback. If I want worse customer service I'd switch to [redacted], why pay more when customer service level is the same. How is Verizon going to make this right?

I RECEIVED AN OFFER FROM VERIZON FOR FIOS TRIPLE PLAY. THE OFFER STATED $79.99 A MONTH FOR CABLE, PHONE, AND INTERNET FOR 1 YEAR. THE OFFER WAS GOOD UNTIL 1/**/16. I CALLED ON 1/*/16. I WAS TOLD BY REPRESENTATIVE THAT THE MONTHLY PRICE WAS NOW $89.99 PER MONTH NOT THE $79.99 ADVERTISED. I WAS GIVEN NO REASON FOR THE CHANGE OTHER THAN IT HAD CHANGED. THIS IS CLEARLY BAIT AND SWITCH.

Verizon representatives are so unhelpful and rude, they do not treat customers with respect. They don't ever take into consideration the length of time you have been a customer. After my contract ends I will seriously consider a company other than Verizon solely because of how the customer service reps are disrespectful. Also they refuse to let you talk to a manager. "they are in a meeting" "they will call back within an hour".. and so on.

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: 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: 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: 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: I received an advertisement in the mail from Verizon. They offered a $10 gift certificate to [redacted] just for calling (###-###-####) to listen about information about FIOS. I didn't have to buy anything. I called and listened about FIOS and waited 10 days. I then called the same number and I was transferred at least 9 times where each time I had to wait and tell them my situation. I'm not sure how many hours were involved. During the last transfer I talked to [redacted] and was told that I would hear from an executive. [redacted] gave me the pin #[redacted] and ticket #[redacted] and a phone number ([redacted]). Nothing happened, so I called the phone # that she gave me. I asked for [redacted], but they wouldn't transfer me to her. They transferred me [redacted] and she said I should hear from someone in 2-3 days with a ticket number [redacted]. Again, I haven't heard anything. I feel that I'm just getting a run around, not making any progress. I seriously feel that never planned to activate this gift card.Desired Settlement: Because of the time and effort that I have done, I believe I deserve compensation. Instead of a $10 [redacted] gift card, I should get a $100 gift card.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. On February*, 2015 and February*, 2015, a Verizon representative attempted contact with [redacted] for resolution. We havebeen unable to speak with her in regards to this inquiry but we have left detailed messages as well as mailed a letter that provides her the directcontact number for the account specialist handling this inquiry. We have researched and confirmed that [redacted] did not originally receive the promised gift card. This was identified and a gift card was mailed to her. [redacted] did make contact with us previously and we provided her with two additional gift cards but this did not satisfy her request of $100.00. We have fulfilled our promised gift card and extended two additional gift cards toresolve. Please accept this response as closure to this inquiry.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 accepted their offer, but I was not satisfied. The punishment should have been much harsher, but I didn't want to be bothered by it. Companies that make these kind of offers don't really intend to honor them, thinking that people will just forget about them. Verizon is one of those companies!

Review: I had a Verizon package and recently moved from a house into a condo.I called Verizon to move our package to our new location and was informed the [redacted] had a package deal with [redacted], and Verizon could not give me the service. They are charging me $220.00 for breaking their package.I spoke to different Verizon personal and finally spoke to [redacted] informed me to pay the monthly charged and would try to help which I have done. I sent her a letter on 12/**/14, 1/**/15 & 2/**/15. I have now received a bill from [redacted] Collection Agency demanding the $220.00.Please help[redacted] Product_Or_Service: July 2014

Order_Number: NA

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

As one of the largest corporations I would like Verizon to stop demanding the $220.00

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], ** I have resolved this complaint with Verizon.Thank you,[redacted]

Review: After purchasing our practice in July 2014, we researched phone carriers in the [redacted] area that could handle our needs. We are a busy [redacted] office with two location. The office was previously serviced by [redacted], a wholesale company that serviced Verizon owned lines in the area. Our needs had increased and could only be met by the Verizon services. After receiving quotes for our service, which we were told would in no way exceed $225 per month included all applicable taxes and fees, lines were ported by Verizon back to their system. Apparently Verizon failed to disconnect an existing, but unused DSL line that had previously been attached to the account. (Under our ownership, the DSL line was not used due to our network being located in our [redacted] office and DSL not having the speed and security needed to handle our network requirements). We have been receiving monthly bills from Verizon in excess of $500, which has required countless hours (more than 12 to date) of phone calls to rectify the situation. Verizon's explanation is repeatedly that the DSL line is still linked to the account and can't be removed by them, but must be removed by the wholesaler, [redacted] no longer has any legal access to the lines, due to them having been ported back to Verizon. We have had a conference call between myself, [redacted] and Verizon where these facts were confirmed, however, after another month of waiting and several more calls, Verizon has returned with their original repsonse, unless someone else can remove the unused, non-existant DSL service from our lines, they cannot honor the bundled service price we were quoted. In addition, for at least two billing cycles, Verizon was charging us for both unlimited long distance charges, AND charging by the minute for our long distance. Credits have been issued for some of the prior months issues, however we have been informed that our service will continue to be billed at the higher rates due to this DSL issue. We were also advertised and offered services in the bundle that are not even available in the [redacted] area, like voice mail. After switching service, we tried to set up our voice mail account and were told it is not available in our area. We have very limited choices for telephone service in the [redacted] area. For security reasons we require copper service (as opposed to cable phone through someone like [redacted]), and Verizon will not correct this issue. In addition, our service is constantly interrupted by cracking noises and disconnections, which even after service calls Verizon refuses to acknowledge or repair. I will say the representatives that we have spoken to (most of them) have tried to be very helpful, one working daily on our case and calling me daily to update me on the situation for two weeks. However all have indicated to us that they have made it up a "layer or two" in management and have been told their hands are tied and the DSL line cannot be removed by Verizon.Desired Settlement: We would like to be billed for the rates we were quoted. They have offered those rates under a new telephone number. At this point that would be a hardship for our small business. We purchased an existing practice that has been in business for more than twenty years at the same number. We were quoted three telephone lines with unlimited long distance on all three lines, with service charges to total about $175, with taxes and fees not to exceed $225. It is positively ridiculous that in this day and age, with the technology that is available, that Verizon cannot determine how to disconnect this DSL line which is now in their, and only their control, and that this one issue is causing our rates to be in excess of twice what we were quoted. They know we have limited options and are taking advantage of us.

Business

Response:

The DSL is a wholesale account the Verizon is unable to terminate service. Customer must contact there service provider to disconnect DSL service.

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 wholesale company ([redacted]) who formerly owned the line has clearly stated both to myself and directly to representatives of Verizon that the number has been ported back to Verizon and they no longer have any access to the DSL line. Once the number is ported to Verizon they no longer have any legal access to the account or DSL line. Verizon failed to detach the DSL line when ported. Aside from this technical issue, it remains unclear why there is not some way to override a system that is basing it's pricing on a DSL line that no one has access to.

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

Sincerely,

Business

Response:

Per the Business office a repair ticket was issued to closed linked HSI account which was termed by other provider in December. [redacted] from the business office is working with the [redacted] with a follow-up with [redacted] on 4-*-15

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 I am very encouraged after speaking with other Verizon employees who are now handling the account, I am hesitant to dismiss the complaint until the situation has been resolved. As we are still waiting for resolution and experiencing frequent disconnections and loud crackling noises, I will wait to dismiss the complaint until there is a resolution.

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

Sincerely,

Review: We've had problems with our services for 10 months now they have yet to fix them. we were told we would not have to pay a bull until this was resolved, as well as they would credit $200.00 to our bill. They have not. I have called multiple times and I don't think they record anything in there notes.Desired Settlement: I would like to have $200 credited to my verZion account like promised instead of everytime I call they argue with me.

Business

Response:

Subsequent to receipt of the complaint, I contactedand spoke to authorized party, [redacted]. I apprised her that subsequent to my reviewof account documentation, there were no references reflected for a promised$200 credit to be issued on the account. I acknowledged multiple trouble reports during the past seven months andapologized. The bulk of these troublereports pertained to DSL/high-speed internet issues. I also apprised [redacted] that a total of$315.41 in out-of-service credits/adjustments was issued between October **,2014 and March *, 2015. Another $39.99adjustment represented returned equipment. [redacted] stated that she did not recall seeing these credits. I subsequently reviewed the bills andrecounted the respective credits issued. [redacted] also stated that she did not understand why her bill remainedhigh despite the credits issued. Iinformed the customer that between September *, 2014 and April *, 2015, onlythree (3) partial payments have been received: 12/**/14 $50; 2/*/15 $100; and, 4/*/15$94.99. It is also important to notethat prior to September, 2014, the customer’s August **, 2014 bill reflectedthen past-due charges of $64.92 and current billing of $100.93 totaling$165.85.Records reflect a total of 25 days of out-of-serviceconditions for DSL/high-speed internet service. However, a total credit equal to approximately ten (10) months ofservice charges was issued to date. Iadvised [redacted] that no further credits are warranted. Finally, I reviewed [redacted]’s paymentarrangements made April *, 2015 to pay $126.63 by April **, 2015 and another$217.55 by April **, 2015. A most recenttrouble report filed April *, 2015 and dispatched April *, 2015 reflected therewas trouble at the frame in the Central office.

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: We cancelled our Verizon Fios service on November **, 2014 and returned all their equipment. After that date, Verizon Fios continued to take money from our credit card account on file with them, which now totals $249.25. I have called them repeatedly and three separate customer service representatives agreed that we did cancel properly and returned all our equipment, and that a refund would be issued to us. I have never received a check or credit to my credit card.

Product_Or_Service: Verizon Fios internet/tv/phone

Account_Number: [redacted]-###-###-####-**Desired Settlement: DesiredSettlementID: Refund

I would like to have a refund check in the amount of $249.25 issued to us or a credit in that amount to the credit card we have on file with them.

Business

Response:

Verizon investigation determined the customer's Verizon service was to have been disconnected 11/**/15. The Voice billing ended on 11/**/15 but the Data and TV charges continued to bill. The customer had autopay on the account and the billing continued to debit, as it was still reflected as a live account. Verizon has rectified the situation by completing the disconnect, and applying credit for the time the customer was billed when no longer a Verizon customer. Credit totaling $256.01 was issued on 3/**/15 resulting in a credit balance of $225.67. A refund was processed for a refund of $225.67 on 4/**/15. [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: I have been with verizon telephone for more than 15 years. I am a low income customer that always had my lifeline service. This year they just decided to remove my lifeline service without any notice. I called Verizon and explained and I was told to re-apply so I did. I fax over the application with proof as suggested on February *, 2015. I received a letter a month later being denied because of insuffient proof. I called verizon and I was told to fax them proof of social security number and proof of address. On March **, 2015 I again fax them the application plus proof that was asked. I received A letter from Verizon written on April *, 2015 stating again that they couldn't validate my my name, date of birth and my social security number and they want me to fax for the 3rd time the same documentation. I just about had it with this company. I have been paying what I regularly pay each month maybe a little more. Now my bill keeps going higher and higher and I hardly make calls and they are only local calls I make rarely. I need this issue solved because I believe verizon is giving me the unnecessary run around. I cannot afford so much billing charges. Thank you

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

I want verizon to retro my service so I don't have to pay the extra billing fees that are being charged on my bill. That way I can disconnect my service and not owe verizon anything. Like I said before I am still paying my usual monthly charges on time. Thank you.

Business

Response:

Investigation determined we were notified to remove theLifeline discount from the account due to failure to recertify. The customerdid reapply but we were not able to read the copies of the Benefit card or IDprovided with the application as proof of eligibility. We need to provide informationfrom these documents in order to verify eligibility for the discount in theNational Lifeline Database. We therefore had to deny the discount. We contactedthe customer to explain reason for denial and asked customer to pleasereapply. We understand the customer is not satisfied with thisresponse, but we have to adhere to the process in order to get the discountreinstated.

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 and said that they only have proof of my [redacted] card received on March ** and that it is not sufficient but I fax them my [redacted] card on Feb [redacted] not March **. On March ** I fax them for the second time the document they asked for which was the non-driver's license ID, SSI letter plus my [redacted] card. Verizon said that they don't have those documentation because they don't keep them on file because it gets erased from the system after they send me the letter of acceptance or denial. But I ask myself how come they can tell me they only see that I sent them the [redacted] card. They just contradicted themselves. So they did receive the fax on March ** but they are telling me to resend the same documents that they received but they they are unable to see it because of how the system works.

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

Sincerely,

Business

Response:

We had forwarded all documentation previously provided to [redacted]for review and update of their data base. The application was reviewed and processed back on 5/*/15 with the discountreinstated effective 3/**/15. The customer’s May [redacted] bill reflectsthe discounted rate and re-rate of the charges back to 3/**/15 for a credit of$53.44. The customer changed service providers on 5/**/15 and is nolonger a Verizon customer. A final bill has yet to be rendered.

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 and I already paid in full my last bill for $53.44 thank you Revdex.com.

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,

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,

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: 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: 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: 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: My account has shown a credit since 2/**/16 due to overpayment and I have called repeatedly and I still have not received my refund. They already took another payment from the money that should have been refunded back to my account. I finally spoke to a supervisor named Lizzy who was very disrespectful and belittling. Also lied about refunding my money. My bank said they see no transaction of Verizon trying to reverse the credit. Now I am in distress because I desperately need to have items paid and don't have the cash to pay. I've asked for a paper check still nothing. Their products are fabulous but their customer service is the worst. I need my moneyasap.Desired Settlement: My money to be returned immediately.

Business

Response:

Verizon records show the credit was refunded via check on 03/**/16. Verizon's Consumer Financial Services Escalation team representative spoke with [redacted] on 03/**/16 and advised of the actions.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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,