Verizon Communications

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,

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: My Verizon land line number ###-###-#### was disconnected in July, when I shifted to [redacted]. I have gotten a bill every month since. Each time I call they acknowledge that the service was disconnected, but say it takes a while for billing to catch up. They say that the amount billed will be credited on the following bill. Instead, each month the amount is deducted from my checking account under the existing autopay authorization. I have called at least three times and nothing happens. Just got another new bill dated 10/**/15.Desired Settlement: Stop billing each month for the disconnected service. Refund amounts collected through auto-pay since the line was disconnected in July.

Business

Response:

Per Verizon records, line wasdisconnected and billing was stopped as of July.

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:

Actually my complaint HAS been resolved, but Verizon's response was inaccurate. My complaint to Revdex.com generated a phone call from a Verizon executive who was the first intelligent and helpful person I have dealt with about this problem. She confirmed that the line had NOT in fact been disconnected, despite my instruction to that effect, and that this is why the bills kept coming. She organized to have the line disconnected and to credit my account for the amount they had billed, which was a fully satisfactory response. Thanks Revdex.com for your help.

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

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,

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.

Review: I was charged for an on demand program I did not watch. Here is the detailed info:

Account number: [redacted] Charge in dispute: 11/** BOXING PACQUIAO VS ALGIERI HD [redacted] $72.99

Reason for the dispute: the 3 people in my family (my wife, * year old daughter and me) did not watch the boxing event on 11/**! There were not other people visiting our house at the claimed time ([redacted] on 11/**). Either the Verizon system made a mistake regarding the charge, or someone with inside knowledge set us up for the bogus charge of $72.99.Desired Settlement: For Verizon's reputation, I formally request Verizon to waive this un-justified charge.

Business

Response:

A Verizon billing escalations representative spoke with [redacted] on 12/**/14. The rep explained that the fight was ordered from a remote control and advised which set top box received the order. The rep also advised that records show that the program was watched. Therefore, the charges for the pay per view program have been sustained. At the customer's request, pay per view ability has been removed.

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:

They haven't told me how long the pay per view program (it costed me $73, according to Verizon's claim) was being broadcasted on my cable box. To convince me that it was indeed shown from my cable box, I would like to know:when was the pay per view program turned on? date, hour, minutewhen was it turned off? date, hour, minutewhat was the program(s) watched from the box within the 1 hour time window of the claimed watching of pay per view?also, how many other Verizon customers filed the same claim, namely, "ordered" the super expensive fighting game without them knowing it?Thanks,

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

Sincerely,

Business

Response:

Verizon records show that the pay per view Boxing event was ordered from set top box [redacted]. In order to complete a pay per view order from a set top box you must ok the purchase several times before the purchase is completed. The event took place on 11/**/14 from [redacted] - [redacted] 11/**/14. Once the event is ordered, the event is available for the customer to watch. The ordering of the event triggers the billing. If an event is ordered and not watched, the billing is still valid.

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?

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: 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: I awoke today with a bill from verizon residential stating that I owed $122.36 instead of the normal $101.38. Knowing the amount of my standard bill I checked into the verizon website where I was suprised to find the addition of an hbo package added to my plan. I have never authorized this to be added. I have never requested this to be added. I refuse to pay for something that I do not use.

this is the second time in the last year I have had to file a complaint against verizon residential for billing issues. I have also had to file against verizon wireless for billing issues.

This company can not be rated as a+ when they continue over and over to violate the trust of the consumer.

I spoke today on their chat service where I was told that they are unwilling to do it that I would have to take time out of my day tomorrow to get this taken care of. Looking back on past problems has led me to file against them again. this is ridiculous.Desired Settlement: First, if the Revdex.com can make them actually acknowledge that they have caused this issue, it needs to be fixed. verizon must fix the unauthorized charge on my account. Second, they need to issue an apology for this situation. I can not ask the Revdex.com to seek out restitution because it does not work that way, but if they can actually ignite a fire under verizon's butts then verizon needs to make restitution.

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 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: 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,

Review: I cancelled my service by the 15th day and I am being charged the early termination fee. I was told when I signed up I had 30days to cancel no early termination fee. I also have a folder where the representative pointed out where it stated in writing 30days to cancel no early termination fee. now Verizon will not honor that saying I only have 14days to cancel.Desired Settlement: I want them to not charge me early termination fees

Business

Response:

As of September **, 2014 the grace period to waive the Early Termination Fee was changed from 30 days to 14 days. I spoke with [redacted] on December *, 2014 who will provide a copy of the Terms of Service Agreement stating the customer has 30 days to avoid the Early Termination Fee. Service was installed on November *, 2014 and disconnect on November **, 2014. At present, the bill has not generated showing any charges. The representative will follow up for the December 2014 bill to credit the Early Termination Fee if it appears on the bill. The customer is responsible for the charges for services rendered from November * through November **, 2014.

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: Verizon do not inform the customer about services options initially until the customer sign a contract and he finds out when making a call to report a problems with the services that he will be charges a fee of over $100.00 if the problem is caused by wiring problems. The customer should be informed before he signs the contrast that other charges will apply when they call for help.

I had a problem with my cable receives they were all dead and called Verizon. I was able to schedule the service appointment after I was threatened with the extra charges. Its not professional for Verizon to threaten its customers when they reporting issues with their services. Verizon need to know that customers hate to call in because of the lengthy process talking to their technicians and the jumping back and force connecting wires and disconnecting wires. We always debate who will make the call. Its not a pleasant call and the customer calls because they do have a problem. Its not good business to threaten your customers every time they call customers service.

Going back to my problem. Verizon technical came in and found out Verizon equipment are the problem and he replaced all the receivers. He tested 2 received and couldn't test the other receivers because my TVs at that points were not working. After I purchase TVs I called Verizon and I was on the phone for almost 3 hours after she determined a technician has to visit the house to evaluate the problem and after she made the appointment she threatened me with the $100 charge again.

I told the lady just to forget about it. A couple of weeks passed and my phone went dead. Again I called Verizon customers service and told me the phone number was not even registered in Verizon system and had me wait on the phone for almost an hour and came back to tell me the number is now registered but there still to dial tone. He has me connecting all my telephones in the house. The technical asked me to take my phone outside the house and look for Verizon box, and try to connect me phone to the wiring inside the box. I informed the technical that I have no knowledge about wiring and my phones are all large and con not be easily crried outside for me to make the connections. After around 2 hours he decided he needs to send in a technical to the house. Then he threaten me again with the $100.00 to come over and look at the problems. I was really made after over 2 hours I continued to receive the same threat over and over. I asked to speak to a supervisor Mr. K[redacted] and he told me they have a service I can purchase for monthly $10.00 and activation fee of $40.00 to avoid this type of charges. I asked why this type of service was not disclosed when the contract was signed. He said they don't disclose it to customers. So, I am assuming either Verizon want to make there services attractive by not disclosing other charges or they want to discourage customers from calling them as a way of reducing their costs. In either cases it is not professional for a large company such as Verizon to perform in that in ethical way towards the community and its customers.Desired Settlement: Verizon should abide by the contract and send the technician to fix the problem without any charges to the customer.

Business

Response:

Verizon Appeals Billing representative spoke with [redacted] on September **, 2015, apologized and advised that it is Verizon Policy that he should have been offered ,a maintenance plan at the time he placed his order for service. The representative reviewed the details of the wire maintenance plan vs. not having the plan, and he requested to add the $9.99 per month Wire Maintenance Plan. The representative placed order number [redacted] to add the Maintenance Plan on September **, 2015. The customer was satisfied with the explanation and resolution. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

I have been a longtime client of Verizon. This summer, I needed to "upgrade" my internet service in order to get the internet to actually work in my apartment. After scheduling an initial appointment, I had to change the time - I spoke for over an hour with an agent on the phone about changing it, they assured me the time and date had been changed and I thought that was the end of it. The appointment was not changed. I then needed to spend another hour plus on the phone with Verizon rescheduling that appointment because someone showed up at the initial appointment time instead of rescheduled time. I was told at that time that Verizon would be there in the AM on the day of the rescheduled appointment. The days leading up to it, I got a call saying it would be sometime throughout the day. I then had to spend another hour plus on the phone with verizon making sure that they would come at the scheduling time in the AM, since I had to take off work to do it. I was assured they would be there. They did not show up during the window promised. I then had to spend another several hours on the phone with someone from Verizon rescheduling for ANOTHER visit. At that time, the person said they would issue me a credit (which I saw this month for about ~$30) and that there would be no service charge (i never even knew there was going to be a service charge in order for me to receive the services I pay Verizon for already). On the date of the visit the technician AGAIN did not come during the scheduled time. They arrived 2 hours outside of the 9-12 window. In total I spent about ten hours on the phone trying to get internet to work in my apartment, missed a day of work, and then spent another day waiting around on verizon for the service appointment. Now I am being charged $83 dollars for the "service" I received from Verizon and spending more time discussing the lack of service I have received fomrt he company. All in all it has been the worst service I have ever received from a company.

Review: I WAS PROMISED A REWARD CARD OF $400.00 WHICH WAS TO BE SHIPPED OUT ON DECEMBER 5TH, BUT I HAD A PAST DUE BALANCE WHICH WAS PAID ON DECEMBER [redacted], SO FAR I HAVE GOTTEN 4 DIFFERENT STORIES ABOUT MY REWARD CARD, AND THIS HAS HAPPENED IN THE PAST AND I HAD TO DO THE SAMETHING THAT I AM DOING NOW.Desired Settlement: I WANT WHAT WAS PROMISED TO ME. MY REWARD CARD

Business

Response:

Upon review of this complaint, our billing representative found on December **, 2015, an order was processed for the prepaid card request which was sent to the vendor for shipment. [redacted] should expect to receive the prepaid card no later than January **, 2016. On December **, 2015, I advised the customer to wait until the end of that week, January **, 2016 and provided my number.

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. However I have spoken with [redacted] from the executive office and she has informed me that the date she stated is for sure, but I have been told three different dates by Verizon as I have explained to her. So I will wait until January [redacted] and see what happens then. Also the only way that I feel this is resolved is when I receive what was promised to me after meeting the requirements.

Sincerely,

Review: I recently changed telephone internet and television services to Verizon. Due to my area the television portion was to be provided by [redacted] although service and billing is to be thru Verizon only. This is called by Verizon " a triple play" meaning 3 services offered. Presently, the internet portion delivers less than adequate range and or power to work the television service. in speaking with [redacted], my area is not suitable for the needed internet conection to "stream" my HD television. Verizon has knowingly advertised a 3 item package where the all 3 services can not be delivered due to the lack of their (for lack of better words) range, power, signal. Presently, by becoming involved with this advertised service I have been locked into the [redacted] portion for 2 years OR pay an early termination fee of $440.00. Since Verizon can not provide the needed internet "power" needed to allow my television to work with features advertised as well a a weak signal to where I must sit on the stairs to be closer to the wireless modem for my computer to work I would like them to pay the fee to [redacted] so I may pursue a service for telephone internet and television that actually works. I have participated in all testing and trouble shooting requested by Verizon serveral times to no avail. I have presently had this service start day of June [redacted] and had problems from the first day, I even upgraded the speed to the highest available in my area for an additional fee again to no avail. although the customer service agent did credit my upgrade fee acknowledging the problem.Desired Settlement: Verizon to pay [redacted] s early termination fee for violating a 24 month agreement. as it is not my fault Verizon can not provide the needed internet speed to have the television work properly.

Business

Response:

We have left a voice mail for the customer. This was ultimately the decision of our central office that unfortunately we gave it our best effort to increase the speeds however there is nothing further we can do until fiber is planned for this area which at that time will increase speed. 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:

[Your Answer Here]

Although verizon again tried to rectify the situation which was most appreciated they seem to have come to the same conclusion as I and [redacted] which is there is not sufficient for lack of technical terms power and or range due to the limitation verizon faces in this,area. By signing with them to provide my telephone and Internet services along with [redacted] the lack of pwer/range is not enough to provide functioning Internet for the tv or computer.I had to take a 2 year contract with [redacted] which the early termination fee is a $440.00 I don't feel as I should have to pay that amount of money to obtain services else where when it is verizon that contracted with me to provide the triple play package. It should have been known to them this package would not work yet they still installed and for many weeks assumed me the power/range was sufficient. My request for resolution was for verizon to pay [redacted] the $440 early termination fee or find me harmless for that fee as its not my fault it can not be provided.I have partisapated in all requests for testing which were a minimum of 15 times and since the inception of the contract. This has caused much havoc to my life not being able to access the Internet for work and bills as well as not being able to enjoy the tv. I have paid my bills hoping this could all be rectified.as it can not.as stated by Verizon I would like to pursue a working Internet and tv situation but unable to due to the contact early termination fee s with [redacted]. The claim is not satisfactory as they did not reply as to weather or not they would take car of this fee.just acknowledged there was no more they could do and that it indeed as I had stated does not work.And I was put into a situation where I was told it was. I request verizon make arrangements with [redacted] to allow my contact with them to end with no termination fee or take care of the payment.

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

Sincerely,

Business

Response:

Again, Customer was called and explained about the Best Effort. The charges are sustained. Case closed.

Review: I was in a [redacted] and a verizon fios rep talked me into switching to their service. The bonus for switching was to receive a free lg tablet.

Around July [redacted] of this year I was in my local [redacted]. I was approached by a verizon fios rep asking if they could check if my home was set up for fios service and if it was tell me about an offer they had. They found that I was set up for their service and promised that they could lower my bill over my existing [redacted] service. In addition if I signed up with them right now I would receive a free lg tablet for switching. They said this bonus was only available that day when I said I would think about it. Getting the tablet was the incentive to switch so we did. When we finished the paperwork I asked how we would get the tablet, they said we would get something in the mail and that we would pick it up at any verizon store. About the middle of august I received my first bill yet nothing regarding the tablet. I called verizon and they said to wait till around September * and I should get it. So I waited and nothing I then called back again and was told that I should have gotten an email the beginning of August which I told them I had not gotten it. They said to wait a few more days and if I didn't get it in a couple of days to call back. I finally got the email certificate and when I read the entire thing I found that in order to get it I would have to sign up for a two year service starting at $10 a month in addition to a $35 activation fee plus taxes. If you add these costs and any additional fees that would be billed monthly we are looking at easily over $400 for a free tablet. The sales person never disclosed any of this to me verbally or in the paperwork setting up the service. All he said was I would get a free tablet, this is far from free. I feel we we're mislead really lied to so they could get us to sign up and switch our service. We had to reroute all our email to another service, change our phone on everything that contacts us and relearn a new cable system (no small feet since I still can't figure where everything is). I don't want the tablet to have a paid service, I don't need it to. It was just gonna be something for my son since he's been wanting one. I would never have made the change if they had disclosed this information to me. I tried talking to several people about this and have gotten no where. Just there sorry but the emIl that they sent me explained everything. Problem is which I said over and over to everybody I never received any email that said even one word regarding the tablet. If I had I wouldn't have spent over the last month calling asking when I would hear something about getting the tablet.Desired Settlement: I want the tablet that there sales rep promised when I signed up for service, and I don't want to have to pay a contract to get it. There employee misrepresented it to me and Verizon needs to honor what I was told. It's unfair to the consumer misrepresenting the offer. I should have been given something at the time I signed up explaining these fees. By not giving me something in writing then I feel they were trying to hide it from me.

Business

Response:

[redacted]

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

Our investigation concludes; customer accepted an offer for a triple play at [redacted] and the promotion was a free LG G tablet. The

promotion requires a 2 year data contract with Verizon Wireless. All specified requirements regarding the free tablet were printed on all promotional material. Our records

further indicate an email conformation was also sent outlining this information.

We apologize if the requirement details were not fully explained during the ordering process. As a courtesy, to offset activation charges a compromise credit

has been issued the Verizon Communications account for $100.00.

This information was relayed to [redacted]. Unfortunately [redacted] expressed that she remains unsatisfied.

Verizon had made good faith

efforts to resolve this matter. We again apologize

for the inconvenience this has caused and trust that this information will

assist you in closing this complaint.

Sincerely,

Review: Wouldn't turn my Internet back on after bill was paid

Customer service and financial representatives bounced me back and forth between each other saying the problem was with the other. Both kept me on hold for over 3 hours. Basically they transferred me over and over to the "wrong department" where each time I had to repeatedly give my same information over and over again only to be transferred to someone else and for them to tell me it was another departments problem. Still have no Internet and one hold. Very poor customer service attitude and inability to handle customer issues. Not one person said their name.Desired Settlement: Reimbursement for my Internet service for any specified amount of time due to the waste of my time on the phone with under qualified csr's.

Business

Response:

Internet issue was resolved same day. Account was not shut off for non-payment, last time it was suspended for non payment since last September. All our systems show DSL working.