Verizon Communications

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

Business

Response:

Multiple calls were

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

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

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

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

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

complainant will

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

provided for any further questions.

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

The customer

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

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

be rendered and contact the customer to review it.

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

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

Business

Response:

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

Business

Response:

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

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

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

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

Review: 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 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.

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

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

Consumer

Response:

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

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

Sincerely,

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

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

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

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

My address is on the bill but it is"

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

Verizon

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

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

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

Business

Response:

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

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

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

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

Business

Response:

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

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

Product_Or_Service: Verizon Fios Black Friday Deal 2014

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

To receive the agreed upon service at the agreed price.

Business

Response:

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

Review: 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

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

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

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

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

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

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

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

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

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

Business

Response:

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

Consumer

Response:

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

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

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

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

Sincerely,

Business

Response:

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

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.

So, I have had an open ticket for I believe 2 months now. There are 4 fiber optic runs in the street from day 1 of my and my neighbors' installations (they have had service longer than I have). The hand box with the distribution block is open and unsecured. That makes easily 5 trip/ fall hazards. I was just notified today the drop crew has completed their work, funny that there is nothing new installed in the ground at any of these locations. Now Halloween is a week away and kids could easily trip and severely hurt themselves around our properties. I have called numerous times and made sure they know it is a hazard, in fact my daughter stumbled on the fiber once already, luckily she caught herself before she has injured. Somebody with this company obviously does not care about the safety of others including children. Seems I might have to look for a service provider than can actually DO THEIR JOB.

I'm doing construction on my home that required Verizon to remove all equipment and cabling from my home. Organizing this was easy and the work was done as scheduled.

However Verizon is required to provide paperwork confirming the work was completed to retrieve planning permission from the town.

It's been over 4 weeks since the work was completed and they have yet to provide this confirmation. After 12+ calls and 10+ hours on the phone with their support there's still no progress made with Verizon.

1. They refuse to provide a direct contact with the group responsible for providing the

paperwork. I've been told the person responsible could not be contacted and their voicemail was full.

2. I have been told by 5 people over the last 3 weeks that they will call back with an update. I have not received a single call. This include Supervisor/Managers have told me they would call back.

3. They don't open tickets and can't track them between groups. I've been told numerous times the last ticket was opened incorrectly and the new one will solve the problem. I've even been told that the person on the phone can see the ticket but the person who needs to complete the work cannot see the ticket on their system.

4. I've received 3 different phone numbers to call, they all use the same automated system that asks for your phone number and zip code. Then you get to repeat all the information again when someone finally picks up.

Review: Over the last four days there have been four trouble tickets on my phone number. FOUR times it was "repaired" and four times it ended up not being repaired. It has taken me HOURS to get it re= repaired on a cellular phone as that is my only means to communicate. I was hung up on four times and now the earliest they can ATTEMPT another repair is Tuesday as it is a holiday weekend. A phone conversation was interrupted and the time I spent on the phone kept me from taking care of guests adequately that were checking in.Desired Settlement: I would like an apology, it repaired correctly and credit for the minutes it took me on my cellular phone to call in my repair requests and to handle normal phone calls on a call forwarding over the week the phone is inoperable.

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. But it is unbelievable that it took FIVE tries to get ir repaired leading me to call forward to a cellular phone for days, at an expense that will not be recouped.

Sincerely,

Review: I placed an order to add some premium channels on Sep **. According to Verizon, the channel should be available to watch in a couple of hours, but by the evening of Oct *, the order hasn't been through Verizon's system. During the five days between Sep ** and Oct *, I've called customer support, technical support more than 10 times, all agents promised to solve the issue within the day but nothing has happened. Some agents promised to call back in a couple of hours, but they never did that.Desired Settlement: Just simply get the order completed. I should have been compensated for the delay, but first thing first, show me the channels.

Business

Response:

Verizon has reviewed the renewed

complaint. Please be advised that, as stated in our original response, this is

not a case of fraud and all charges have been and remain sustained.