Verizon Communications

Per the customer's request, Verizon has submitted call contacts to the customer via email Please see documents attachedVerizon's position remains the same, all charges are valid

Subsequent to receipt of the complaint, I contacted [redacted] and apologized for her concernI advised her that two separate payments of $were received March *and March **, 2015, respectively Iadvised [redacted] that I would be authorizing our billing office to issueanother courtesy credit for the late payment charge of $appearing on herFebruary **, billing statement [redacted] would be responsible for any future late payment fees if payments arereceived after the due date posted on the bill.I also advised her that Verizon’s offering of directdebit would prevent late payments from occurring; however, the customer hasdeclined that option at this time Ialso apprised [redacted] that Verizon has not changed their payment applicationpolicies Verizon does not control whenpayments are received Payments are electronicallyapplied as they are received [redacted] also stated that there is only one “*” inher first name, [redacted] Prior to today,March **, 2015, her billing information in Verizon records reflected her nameas having two “**.” An order was issuedtoday, March **, 2015, to correct that billing information to reflect her nameas “ [redacted] ” and should reflect as such beginning with her April **, 2015billing statement Please be apprised that as of this writing, both thelate payment fee credit and an order were issued to correct [redacted] ’s namein our billing records.I provided [redacted] with my name and callbackinformation and agreed to send her an email as well She was satisfied Tell us why here

Revdex.com:At this time, I have not been contacted by Life Quality BMW regarding complaint ID [redacted] .Sincerely, [redacted] ***

This is in response to the complaint by the customer concerning the status of a refund in the amount of $that was due to the customer On December *, 2014, I left a message for the customer advising that the issuance of the refund has been expedited and a refund check in the amount of $should be received within 7-business days

No new information provided We understand the customer is not satisfied and we will not be able to resolve the issue until the information requested is providedWe are not able to locate the equipment customer informs he returnedThe customer must return to the [redacted] store where they returned the equipment to obtain the tracking information neededThe shipment needs to be tracked from the shipped location to usThis is not information we have access to and would not have been on the label shipped to the customer to return the equipmentThis is information only [redacted] would have not us

Revdex.com: 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] We have not received any actual credits from Verizon except the $ The $300+ amount they are referring to was because Verizon somehow had created a 2nd bill for our same phone number and was double billing us for monthsthey had to combine the two bills and back out the extra charges - it was a billing error on their part (something we did not complain about although it took more than months to resolve) This was not a credit at all and shouldn't even be referred to in relation to these issues We are having trouble understanding why a $credit should be acceptable for such significant service interruptions over months in which we paid $70+ per month As for the supposed resolution - yes we have had suitable service for the past couple of weeks - but that doesn't mean the problems are resolved, just that there hasn't been an issue lately that we know of We would like to know that if another issue comes up, we will be able to re-open our complaint in order to get assistance In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: 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 bec One in the resolution Verizon admits that I did not make the changes to the account second when I spoke with her on the phone I told her that Verizon should pay the [redacted] bill and I also told [redacted] I was trying to get Verizon to pay the bill and that was not even mentioned in the resolution I told Verizon that I did not think it was fair that they made unauthorized changes to my account for third time which they admitted doing they told me that they would investigate and let me know if they would pay the [redacted] bill they did not they gave me a bogus phone number to get back in touch with them I want the [redacted] ** account cleared and Verizon made the mistake that I had no clue happened until dec Verizon needs to straighten the bill to [redacted] they did not do there investigation if they had they would have cleared the issue up by now and I am asking for free phone service internet and [redacted] service please let Verizon know that they should do an investigation start back in aug with the fcc then start in sept where they screwed up my [redacted] account please note that I would like the issue to taken care of by dec [redacted] they please look into the fcc records this is not the first time it has been an on going battle with me and Verizon for the last four years please investigate and you will see I am telling the truth no I do not accept Verizon resolution so investigate and come up with a new one Please let Verizon know to fix my [redacted] bill by the [redacted] of DecemberI can not afford to pay a $ [redacted] bill [redacted] is scheduled to come out on Dec**If I have to get dish then I will be seeking cancellation fees for early cancellation of my [redacted] serviceI have not had any issues with [redacted] and I have been a customer since up until now [redacted] has been good to me and my familyIf Verizon can pay the $then I can stick with [redacted] **, but they have to pay it buy the [redacted] of DecemberPlease note that they did admit to changes my services without authorization to the Revdex.comPlease forward this to Verizon Sincerely, [redacted]

Revdex.com: 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, [redacted]

Revdex.com: 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: Unacceptable reply from Verizon Sincerely, [redacted]

Services were reverted to a double playAdditionally, should the claimant want to cancel service, we will waive the ETF

A construction crew dispatched and raised the lines on [redacted] , January ***. I called and confirmed with the customer that his issues had been resolved.

On February **, credit in the amount of $was issued for the Existing Outlet Activation charge that posted to the January bill On April **, credits totaling $were issued for the Fios Internet Activation Fee that billed in installments of $On April **, credit in the amount of $was issued for the Existing Outlet Activation charge that posted to the February billPlease allow 1-bill cycles for credits to post to the account On April **, a billing representative from our office spoke with [redacted] and went over the promotions, billing, and pricing in detailThe representative explained that the promotion regarding the tablet was with a year Verizon Wireless commitmentDuring this contact, [redacted] advised that he needed to discuss the matter with [redacted] prior to making changes to the account On April **, a billing representative from our office spoke back with [redacted] ***The representative explained that the current term expires December **, As a courtesy, the representative added a $off for months (expires April **, 2017) Extended Savings credit [redacted] accepted the offer We apologize for any unprofessional treatment and misinformation [redacted] may have received when contacting our Customer Service department We trust that this information will assist you in closing this complaintWe apologize for any inconvenience [redacted] may have experienced as a result of this issueIf you have any questions regarding this matter, please contact our office at */###-###-#### EXT [redacted] Sincerely, [redacted] Executive Customer Relations

Our FiOS Solution Center was able to assist [redacted] viaon-line chatOur technician was able to update the customers email to [redacted] The old DSL account should have been disabledupon the new customer migration to ***The enabled domain was still on DSL which was no longer in use Our technician pointed over old DSL to newFIOS and customer is now able to have [redacted] We tested all for customer/mobile app and nowcustomer is ok and signs in with [redacted] and email with no problem We apologized for the inconvenience thisissue caused [redacted]

Installed a pressure tank valve, for an elderly woman, minutes and a part max, and charged Talk about business ethics [redacted] company to take advantage of elderlyThe bill just say pv valve replaced, nothing elseI will be stopping in for a chatdo not use this company

On December **, 2014, the customer spoke to a Verizon representative concerning being billed $ The representative explained to the customer that a refund in the amount of $was owed to the customer A refund check for this amount was mailed on November *, and cashed on December *, A second refund for the same amount was electronically deposited into the customer’s bank account on December *, The second payment was made in error and a refund for the payment was being requestedThe customer called again on January *, and spoke to another Verizon representative who issued a credit on the account thus making the balance $ I spoke to the customer on January *, and confirmed the above He was satisfied

[redacted] Thank you for referring the complaint of [redacted] to our office for review Weappreciate this matter being brought to our attentionOur investigation concludes; [redacted] ***initiated a service order through Verizon.com to renew their bundle at $79.99.Unfortunately, due to a system issue the order did not provisionA Verizonrepresentative attempted to resubmit the online order, however could notduplicate the online offer rate As a resolution to the complaint, $discount formonths has been added to the accountThe triple play bundle is now bills at$before taxes/surcharges and additional servicesA one-time $courtesycredit was also issued as an appreciation for continued service This information has been provided to [redacted] and he is satisfied with the resolution Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint Sincerely, [redacted] [redacted] **###-###-#### EXT

On January *, 2015, our billing representative spoke with [redacted] *** She is not happy with our ratesand wants to see if we can lower the billing price point she is currentlypaying We went over different optionsand she feels our prices are too high and she may have to go to anothercompany The customer is also disputingthe late fees that she has for the past six monthsThe fees total $ Our Collections representative explained ourprocedures on late payment charges assessed [redacted] ***'s has an day grace period before fee(s) are billed She is currently past due $ The customer was advised these fees are validand no adjustments will be issued for late charges

I spoke with [redacted] *** to acknowledge the complaint and he advised the telephone number associated with this complaint is ###-###-#### [redacted] called me back and requested all communication be via email to [redacted] Verizon Appeals representative spoke with [redacted] who again advised he wanted to correspond via email The Appeals representative sent [redacted] emails on and and reflects a credit balance of $ I sent [redacted] a please call letter via email[redacted]

Attempts to contact the customer to discuss the complaint have not been successful However, there is a pending order in the system to move the customer’s service from one location to another with a due date of January**,

Upon investigation, Verizon issued credit of $ The account reflects a zero balance