Verizon Communications

Review: I cancelled my service with Verizon and I have a credit balance of $29.95. Despite numerous phone calls and complaints I never get a check for my refund despite being promised by verizon over and over. My cancellation went into effect on 10/*/14. I got in to my verizon account every day and still see the credit of $29.95. I filed a Revdex.com complaint and finally got my 29.95 refund check. Now today I get a bill for $2.70 on my statement dated 2/*/15. Why am I getting a bill? My service is disconnected and has been for a long time. I am getting so sick of this.Desired Settlement: Stop charging me and close my account

Business

Response:

Please be advised, Verizon records reflect when the refund of $29.95 was refunded, the system generated taxes on the account in the amount of $2.70 in error. Record show the consumer contacted Verizon on 2/*/15 advising of the charges billed and monies totaling $2.70 were adjusted from the account to bring the balance owed to zero. Verizon apologizes for any inconvenience caused surrounding this system billing error. The consumer's account now reflects a zero balance .

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 am unable to access my verizon.mail or connect my Mobil Fios and other options the require me to login. Changing FIOS pw, broke verizon.mail

Hello, I am unable to access my verizon.net mail account, and my Fios account via any mobile devices. I have called trying to talk to FIOS technical support to resolve my problem with accessing my mail. The tech he transferred me to the DSL tech support, because he said I needed to talk to them. [redacted] was very nice, but informed me that I needed to resolve my e-mail password with the Fios tech. Each person repeatedly asked me my phone number

, name, pass code phase, or other security question. No one passing that information to the other area, nor does you systems communication from department to department. I was transferred backed to [redacted] and asked for her manager [redacted] who was more concerned about my pass code then assisting me. I had been on the phone unable to obtain my e-mail or unable to be treated with respect from anyone in the Fios technical area. I do own property and the way my tenants communicates with me is via e-mail. I also work from home and use my e-mail this is costly to me. What can you do to get someone to assist me with getting access to my mail.net account? I had DSL, verizon mail, and my telephone with verizon, recently I switch to FIOS. Over the week-end, I tried to change my FIOS password and it reset my mail account. Speaking with your technical team, I spoke to nothing but non- technical, rude customer service people for over 3hrs.Desired Settlement: I would like them to merge my b.verizon.net account with the mail account that's tired to mt Fios account. I would like to have my password reset and working for both mail and Fios mobile. Re-training for your support staff. Compensate for my lost work hours.

Business

Response:

Our FiOS Solution Center was able to assist [redacted] viaon-line chat. Our technician was able to update the customers email to [redacted]. The old DSL account should have been disabledupon the new customer migration to [redacted]. 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].

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]

Yes, I have spoken with verizon and they were about to make my [redacted] account accessible as my Fios mail, but this has caused a new problem. My old [redacted] DSL domain account was separate, which aloud me to let my ** yr old twins use my Fios account without having access ti me mail account, this needs to be fixed. I would like to use just my [redacted] domain mail account, without having it exposed to anyone in my family using my Fios account. I need to contact verizon support again to workout the problem making my DSL [redacted] domain account my Fios mail account as caused. Is there a way to disable the Fios mail account, but keep my verizon domain Mail.account.Thank You[redacted]

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

Sincerely,

Business

Response:

After working with [redacted] we were finally able toget her email working properly. She now wants her children to view Fios content ontablets. We are working with her to ensure that this is able to beaccomplished. She has my contact information and I will follow-up to ensurethat the service is working to her satisfaction.

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: Having problems getting my Verizon Rewards Prepaid Debit Card due to address....Desired Settlement: Please make sure address is correct as listed on this complaint and ship to me as fast as possible please been waiting for this card since January 2015 also I request Verizon email me instead of calling me by phone thanks...

Business

Response:

Subsequent to receipt of the complaint, I mademultiple attempts to reach the customer but was unsuccessful. Specifically, I called the can-be-reach number,###-###-####, and received a recording that stated at the subscriber’s request,this phone does not accept incoming calls. I also called the customer’s main telephone number, ###-###-####;however, the number rang with no apparent voicemail pickup. I alsoforwarded an email to the customer but did not receive a reply.Additional information is needed and as noted above,the customer was unavailable to glean additional information or discuss thematter further. The customer has mycallback information.

Consumer

Response:

Dear

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 not received any email from Verizon so I request Verizon email me at both: [redacted] and[redacted] to make sure I get the email and what has been done to make sure I get my rewardscard in the mail? Please make sure my rewards card goes to:[redacted]

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

Sincerely,

Business

Response:

Tell us why here... Please be advised that [redacted] strongly prefers tocorrespond via email versus by phone. [redacted] understands that discussing and/ornegotiating Verizon services and products must be conducted over thetelephone. With regard to [redacted]’s rebuttal issue, please notethat a Verizon billing representative advised that no further changes can bemade until [redacted]’s current promotion expires in June 2015. Thecustomer’s current billing is the [redacted] of every month. Consequently, the billing representative canreview [redacted]’s account subsequent to releaseof the June **, 2015 billing statement. In fact, [redacted] advised thebilling representative that he would reach out to me to revisit this issue atthat time. I had sent [redacted] aresponse email that reflected my consent for him to do so. In response to [redacted]’s rebuttal I sent the attachedemail response to him that essentially stated that no resolution would bereached at this time due to the Revdex.com’s policy of requiring aresponse within ten (10) days of the complaint date of May **, 2015. Given these circumstances the rebuttal wouldbe closed as incomplete. I subsequently assured [redacted] that once hecontacts me via email, I would promptly open a "follow-up" in ourcomplaint system to document the progress of any available promotions once his currentpromotion expires. I further recommendedthat he contact me Tuesday, June **, 2015 (via email). Ialso suggested that he provide me with a preferable timeframe for therepresentative to contact him by telephone as I reminded him that anydiscussion or service changes/order issuance must be performed via thetelephone. I will be out of the office the week of May **, 2015. returning Monday, June *, 2015.

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: A customer service call to me to offer me a FiOS Internet 50/50 for the price of $39 a month with a 2 years agreement. The deal sound good so I switch over from [redacted] to them (Verizon). When I received my first bill, the price wasn't like what they offer. The price was $84.99 instead of $39. I call in to find out what is the problem. The customer service that I talk to didn't provide the same service that we were discussed over the phone. Instead of just the home internet like I ask for, she put me in a bundle of home phone and internet. They fix the problem by take the home phone and leave just the internet and correct the price too. The 2nd bill come, they charge me $74.99 instead of $39. I call in again and want to talk to their manager hopefully the manager can solve the problem. They told me their manager is on the phone, they will have their manager call me back. I wait for a week, but nobody call me back. One customer service ask me to fax in the email that have the information about the price for her so she could ask her manager to fix it. After I fax in the email until now, nothing happen. Then every bill after that I have to call in to have it correct but look like they don't want to fix my bill. I am tire of calling in every month for the same problem. I still have all the emails that they send to me. I can provide the emails to you if you need it.Desired Settlement: I want my bill adjust to the price on the email they promise me. If they could not do that then I want a refund of all money that I over paid from the date I open the service until now plus the activation fee of $69.99. If possible I would like to cancel my service without paying for the early cancellation fee. I don't want to deal with this problem every month.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted]to our office for review. We appreciatethis matter being brought to our attention. Our Investigation concludes; [redacted] placed order[redacted] on 3/**/15 for 50/50 FIOS data for $39.99. The records show that on7/**/15 Verizon representative added on $30 discount for 12 months bringing therate down to $49.99. An additional $10 discount was added on 7/**/15 to bringrate down to $39.99. Verizon will follow up on the August bill allissues are resolved. The customer has been credited $185.29 for the differencein price and activation charges that were billed in error. As of 7/**/15 theaccount reflects has a credit balance of $14.19. Verizon attempted to contact [redacted] on contactnumber but he said he could not hear the representative on multiple calls tohim. Verizon will follow up next bill cycle to ensure the billing is correct. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]

Consumer

Response:

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

Sincerely,

Review: I 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 switched to Verizon on 3/*/2016. Installer said he was given wrong number and could not hook me up and would come back the next day. In the meantime Verizon stopped my service with my then present carrier and I did not have phone service until Monday afternoon when the tech returned. I have been on the phone with them or on their chat site at lease 6 times since that time trying to find out why I do not have voice mail and other services that were supposed to be included with my line. I explained that this is a business very much dependent on voice mail and each time I have been assured that it would be added and I would get a call the next day to confirm and help set up voice mail The last rep stated I am listed as a medium business and have been talking to "small business phone number and proceeded to give me a number which was residential phone service. I also was assured on this last chat issue that I would be taken off the 2 year contract plan and put only on the monthly plan. I still do not have voice mail, or caller id. I did get call forwarding. This has cost me clients, income and hours of phone time.Desired Settlement: I believe Verizon should not charge me for my phone services until they supply me with the total package as indicated by the sales person. The confirmation email I received from him was unreadable garbage and I sent it back and asked him to please resend properly and he sent the same thing. If they cannot resolve this, then Verizon should pay any costs associated with me having to return to my earlier service carrier.

Business

Response:

Company records show that this customer had a bad experience with transitioning her service to Verizon. Upon receipt of this complaint her voicemail was not working. On 3/**/16, Verizon placed order to correct her services. Another order was placed to remove the customer from her contractual obligations. The customer has also been issued a $20.00 credit to appear monthly for 12months as an apology. The company apologizes for any inconvenience this matter has caused.

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. I would like to thank the lady in the corporate office for her quick action on this matter.

Sincerely,

Review: Business phone line became inoperable on 5/**/16. Opened a repair ticket that same day. Verizon responded that there was a problem with their cable and would dispatch a tech on 6/*/16. Three weeks of our phone line being inoperable will negatively affect our sales and customer service! We do not have wireless phone service in our area.Desired Settlement: a working business phone line as soon as possible

Business

Response:

Verizon cleared static on May **, 2016 . Spoke to Antique table and they advised service has no more static and she is very happy.

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 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: On October **, my family talked with a customer service rep about renewing our contract and how we were currently dissatisfied with the current offering for the price we paid. We called back on the [redacted] to revise our services further and were still unsatisfied and told the rep we would look around to make sure we were completely happy. She informed us that we had until November [redacted] to cancel our services without being penalized. We found something better and called Verizon on November [redacted] to cancel our services. We were informed by a supervisor that we were past our cancellation period and would have to pay a penalty for canceling after the date of November [redacted] according to her that was our last day. Common sense says to me if we had known that from the beginning instead of thinking it was Nov.[redacted] since that was what we were initially told then we would've canceled it 2 days before on Nov*. We still proceeded to cancel the services since what we were told and now what someone else was stating didn't match. Although I understand their policy, Verizon needs to explain this to their reps so they wont set up anyone else to pay something they and we have no money for. We have to call multiple times to get bills straightened out and almost canceled our services 3 months early just to get into a better deal. I dont think it is fair or good customer service to try and make us pay for something that is their fault and no one is taking responsibility for this. I'm sure they can look up in their database to see who we talked to on October ** though I'm sure she wont remember what she told one of a thousand customers on that day. I'm hoping this matter can be resolved as we wont nothing more to do with verizon at the time and cant believe that we have to deal with this in the first placeDesired Settlement: I would like the cancellation fees waived as they should've been initially.

Business

Response:

A Verizon customer service representative discussed the issue with [redacted] and confirmed that per the call placed to Verizon on 10/**/14, the customer was advised that the service would need to be disconnected by November *, 2014 to avoid the early termination fee (ETF). Verizon records show the service was disconnect on 11/**/2014. [redacted] was advised that Verizon’s policy offers a 14 day grace period and under the policy she would not be charged. [redacted] advised that she was satisfied.

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.

Review: I went with FIOS, and the problems get worse, and worse. They dug up the back yard for cable, put a HUGE box on the outside of the house and in my laundry room. THEN stuck me with an "auxiliary box" (according to a tech...next story!) for the TV. When I lost a channel, I called customer service, and they ended up sending a tech out, and he called his home to have his wife check the channel lineup!!!!!! I lost a channel again, and the tech replaced the box outside ($1500.00 cost to Verizon, he said) and he asked where the main box was located for the TV. I told him that the small box was what I was given. He stated that the box I had was for TV's in other rooms, and not to be used as a "main" box. I CAN get a proper box for $3.00 more per month, though... As far as the phone: VM is terrible...I have to delete messages because the storage for VM is so small.The rep I spoke with said (like they ALWAYS do) "you can get your VM instructions online". I explained that I do not have a computer at home, and I did not understand why my pre-FIOS service had pretty much unlimited VM storage. Any unpaid balance is charged a late fee (see the small print on the back of your bill) So, even if you pay their inflated bills on time, you may still get charged a late fee!! I am so fed up with Verizon. They are so interested in getting new customers, but forget about the ones who were already suckered in to their "service".Desired Settlement: DesiredSettlementID: Refund

proper TV box at no extra chargecredit for telephone services, since they are substandard after getting FIOSVM changed to the way it was pre-FIOS

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] on May **, 2015 in regards to this inquiry. We have apologized for her experience with her Verizon services. We have explained that the voicemail is not set up to have additional storage than what is already available. We have also addressed her wish to have boxes that do not have limited functionality and advised of the additional monthly cost to swap them out. We have issued a credit of $7.00 to the account for a late payment charge that was billed. We have listened to all of her concerns and advised that we do value her opinion and suggestions. She has declined to make any changed to her account at this time and advised that there was nothing else needed at this time. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

Consumer

Response:

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

The complaint #[redacted] with Verizon Fios has NOT been resolved. The customer relations specialist I spoke with listened, and responded with excuses, not resolutions.1) I have an auxiliary receiver box, and according to a tech: this is used in a bedroom, or kitchen, not as a main box. I was told that is goes with my level of service.2) I cannot receive any help via their help line because of the box in question. A tech must be dispatched. The last tech replaced the outside box (at a cost to Verizon of $1500.00, so he said) One tech called his wife at his home to get the channel line-up, because my auxiliary box cannot support a guide. They will supply a main box for more money per month, though. Verizon customer service is going to interrogate the techs dispatched..3) Customer service for phone or TV always sends you to "[redacted]r ..." to resolve problems. I have no computer at my home, nor do I have their internet service. I do not have a "smart phone" either. 4) The voice mail storage is very small. I have to erase, or delete messages all the time. When I asked about this, I was told that "I probably did not use the old VM very much..." That is not a satisfactory answer. It is like two kids arguing "nuh-uh", and "uh huh".5) late charges: it takes Verizon 12 days to post a check. I have had late charges removed with a phone call, but I was told that the late charges incur on the unpaid balance. Isn't that charging interest on a utility bill? The sales division is very good, however. I took on Verizon Fios thinking that telephone and TV would be better, as they stated. It wasn't, it isn't, and it won't be. I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional cost. If they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services.[redacted]I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional cost. If they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services.

Sincerely,

Business

Response:

We are unable to issue credit for any additional charges. The customer is being provided the services that she is being billed for. [redacted] does have ourdirect number to contact in the case that she wants to review or make changes to our account.

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:

sub-standard service issues are not addressed. they CAN be resolved, but verizon will not do anything to correct the situation. Like I stated in my complaint: it has come to a toddler argument at this point nuh-uh, and uh-huh as far as the problem and solution.I do not feel I would be assisted any better if I called verizon and got a different service plan, as the sales team and service team have no idea what the other is doing.

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

Sincerely,

Review: I had verizon fios service (with TV and internet + HBO) for approx. $55 a month (around $71 including tax, router and set top box). One day, I opened my account and a message popped up saying I can add showtime for $10 extra a month. I upgraded my service to include the Showtime. Upon upgrading, I immediately received an email from the Verizon saying I will be charged $140 per month. I was in total shock. I couldn't believe that adding a $10 service jumped my price from $71 to $140. I called verizon and the C.R. told me that since I upgraded, I lost all the discounts associated with it. It is a total scam. I didn't receive any notification while upgrading saying I will loose my discounts and price will double. I told the C.R. lady how disappointed I am. She said she can't revert my service back to what I had earlier but can provide me all movie channels for $98 per month (including tax, set top box and router). She even provided me $40 credit for the trouble. Fast forward to two months after. My account is in auto-pay and I noticed that I was charged $135 on the month of April and will be charged $119 for the month of May. I called Verizon and the C.R. guy told me that the price will remain $119. He told me that the lady who gave me the price at $98 does not represent Verizon and it is her price, not the verizon. Verizon will not drop the price to $98 at any cost. I asked to talk with supervisor and he hesitated. He said verizon may not honor the price given earlier and will not honor the 1 year price guarantee that was provided when I signed up. He clearly said it was my fault that I upgraded my service and going forward, I must pay $119 per month. He put me on hold for 30 min. to talk to the supervisor but the supervisor didn't even picked up the call.

Product_Or_Service: Verizon Fios Internet + TV

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would want verizon to refund the additional money that they charged

Business

Response:

On 5/**, I called the customer and left msg on ###-###-####. I advised a $20 credit will be added to this account monthly to bring it to the price expected. I will follow up after 6/*/15 bill to be sure it posts and if not will manually adjust monthly so the customer will get the price expected. I adjusted $52.44 (to cover 4/* and 5/* bills) off 5/*/15 bill so the customer can deduct that and just send in $67.02 by 5/**/15. I left customer advocacy voicemail if any questions or concerns.

Review: On ** April I contacted Verizon FiOS via phone to disconnect my services; due to moving outside the FiOS service area. After the representative began processing my request she later mentioned I would be charged a $180 early termination fee. I challenged this as FiOS was not offered in the area being moved to, but was told Verizon sub-contracts with [redacted] and provides DSL in that area. At no point could the rep explain how a contract for FiOS (fiber optic) was broken by not accepting DSL and sub-contracted services. I filed with the [redacted], ** May 2015, and was contacted, via phone, twice on ** May. The first representative apologized for the issue and stated it was raised up to be remedied, and someone would call very soon. A few hours later another representative called and I believe she stated she was calling from the Executive Office. This individual stated that Verizon understands "things happen" and "people move all the time" however, the contract is based upon the service address and if the service is no longer being provided it is a breach of contract. It is not Verizon's fault they do not offer FiOS where I moved to and as such I breached the contract by moving. Legally, how is a company able to penalize a customer for leaving their service area? Just last November Verizon paid around $1.4 million for its questionable billing practices, and it appears they are continuing to engage in such. The rep stated it was in the contract, but she could not tell me where in the contract, and though when I signed up they did not provide any information about early termination fees, it is my fault. For a company that "understands people move all the time" they have found a way to capitalize on this. All of this is after endless service issues with Verizon, emails stating equipment - of which I never had - was not returned, etc... This serves as a prime example of when a company becomes too large to manage itself effectively.

Product_Or_Service: Verizon FiOS Triple Play

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I respectfully request a refund of the $180 I paid in questionable and unfair early termination fees for moving out of the FiOS service area.

Business

Response:

This complaint was originally addressed under [redacted] case # [redacted] on 5/**/15 for Account # [redacted]: Verizon Appeals representative spoke with [redacted] reviewed the Early Termination Fee (ETF) and advised the contract he took out was for his location when service installed, for 24 month. Terms of Service TV section 10b states if service is disconnected for any reason an ETF will be charged. The ETF is also addressed under Fios Internet section 10 number 2. [redacted] said he was in the military but not being deployed, he will be ending military service this summer. [redacted] said he received an email about equipment, which Verizon records indicate was returned and received on 05/**/15 & 05/**/15. [redacted] was advised Verizon would not be waiving the ETF. Verizon records also indicate the customer contacted Verizon on 4/**/15, requesting to disconnect the service and was advised Verizon does not offer FiOS service in the new location and was advised the ETF would be $180.00. The customer was advised Verizon telephone and HSI services were available and advised can move with those services without a penalty and the customer declined. The ETF has been sustained. On 6/*/15, I called the customer's reach number ###-###-#### and reached a recording stating the number was not in service and a please call letter was sent.[redacted]###-###-####

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 response from Verizon stated they attempted to contact me via telephone. The number listed in their response would have been my landline phone under Verizon. First, that is not the number I listed to be reached at. Second, if I cancelled service then obviously I would not be able to be reached at that number. What Verizon FiOS has repeatedly failed to do is cite the justification for penalizing customers who move outside of their service area. Even if in the fine print, how is it legally justifiable to penalize someone who relocates and relocates to an area where service is not offered? How is it justified to consider contracted services and sub-par services to be deemed equivalent to the fiber services that were originally signed-up for? This is a highly questionable practice and I am not clear how it is legally justified.

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

Sincerely,

Business

Response:

Rebuttal response: Verizon position remains unchanged. Attached is a copy of the Service Order Confirmation (SOC) for the order the customer placed online. The SOC clearly shows a 2 year contract and Early Termination Fee's if service is cancelled prior to the end of the contract. The customer was receiving a 24 month bundle discount thru 10-**-16 for 30.00 and a 24 month bundle discount thru 10-**-16 of 25.00 for being in the 2 year contract. The customer was also receiving a $15.00 valued customer credit. The Early Termination Fee has been sustained.[redacted]

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 reviewed the screenshots submitted by Verizon and question the validity of such. They are showing, as it states at the top of the browser, back-end information. I have attached the two emails I have on file. The first is a Preview of the Order and the second is the Confirmation. Unlike what Verizon is showing, neither of these messages contain language surrounding termination fees. If needed, please request the phone calls be pulled as well as the account notes. A myriad of calls were placed, which explains why I was offered the valued customer discount. Additionally, several phone conversations transpired whereby Verizon claims they sent emails but none were received; to which the Verizon representative could not prove an email was sent. I request further responses from Verizon be in writing. The representatives charged with handling these issues are not the most professional.

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

Sincerely,

Review: I had purchased a bundle package with Verizon of home phone and DSL services. I had the services for 20 days, I never had a dial tone on the phone and was told I would be charged $99 for tech to come out. Internet went out almost daily and had numerous techs come out to look outside. I returned all equipment and was told by customer service the bill would be zero'd out due to poor service. Since December of 2014 I have recieved bills in various amounts and called to get it taken care of was told almost everytime they would handle it. I have spoke to 51 different Verizon techs with billing, credit dispute, financial, customer service and customer care. As of 2:03pm **JUNE2015 I am on the phone once again trying to resolve this issue after recieving another emailed bill. My account supposedly split into 2 different accounts and I am told everytime on the phone including today that they will make the adjustments. I have been on the phone almost 17 hours total with all of the calling and transferring from one department to the other. The bill was sent off to 2 different collection agencies as well and continues to drop my credit score to this day.

Product_Or_Service: Verizon Home Phone and DSL BundleDesired Settlement: DesiredSettlementID: Correction to a credit report

I would like the bill for once and all zero'd out and my credit report corrected with both agencies information removed from it.

Business

Response:

On 7/**/15, A Verizon customer service representative issued a credit to the account totaling $6.26. The representative reviewed the records and submitted a request to remove the pay history. The representative also submitted a letter of deletion to the credit reporting agencies. The customer confirmed that he received the deletion letter from Verizon via email. [redacted] was advised this process takes up to 30 days for the credit report agencies to update their records. We apologize for any inconvenience experienced as a result of the above matter.

Review: I disconnected my Verizon Fios service on 5/*/2015. I had been a paying, loyal, customer for just under 2 years. When I disconnected my service, I received an email starting that any credit associated with my account would be returned to me WITHIN 60 days from the date the service was disconnected (this would be no later than June [redacted]). There was a credit on my account when it closed of $73.41. I called Verizon on June [redacted], they stated the refund check had not yet been issued, but would be soon. I called Verizon again on July [redacted], they told me that the check (which I have not received as of 7/**) had been sent on July [redacted].

My complaint is that the refund check was not issued within the 60 days that it was promised. I have spoken to Verizon several times over the last two days, each time I have essentially been told that returning the refund within 60 days is not their policy, and they are not late in issuing it. This deadline was very clear in the email I received regarding my service disconnect. I am outraged that Verizon claims this is not their policy.Desired Settlement: An additional refund of $25

Business

Response:

Verizon made multiple attempts to contact this customer whofailed to respond. Verizon is unable to address and resolve this complaint dueto insufficient information and provision of the specific account number inquestion.

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.

We have been VERY dissatisfied with Verizon Service. Our DSL and phone service would drop out often, sometimes we had no phone, sometimes no internet, sometimes both of them were out. We also had slow internet service and were told that what we had was the fastest for our area (less than 3mbs) and FIOS was not available to us. For these reasons, we decided to make the switch to [redacted]. In the process of porting our home phone number, our phone and internet were turned off by Verizon. We did not call to cancel either service, nor did we cancel it online. They refused us access to our email account and when we tried to log-on we got a message that our account is suspended. When we called to resolve this issue, we were told that they couldn't turn our email service back on. At first he guy in tech support told us that we would have to reactivate our service which would be a $120, scrub our messages over to a new account and then deactivate our account for an additional fee, which we thought was highway robbery being that we never canceled our account in the first place. Then he realized that we couldn't even do that because there were a limited number of spots for DSL and they had given ours away. We could no longer get DSL service and there was no way to even access our personal emails. This was after an hour of our time wasted on the phone. We've lost all our emails and contacts. In hindsight, I guess we should have backed them up sooner, but we thought we would have them until WE called up to cancel. I can't see that we'll EVER do business with this company again and I would NEVER recommend them to anyone!

Verizon Fios is terrible. They bait and switch you by marketing a $400 VISA incentive reward card when you sign up for triple play. After signing they say the reward card is mailed in 3 months subject to ongoing payments. I paid regularly and on time. After three months, I didn't receive my card incentive card. Kept calling them and they were unhelpful, directing me to to customer service reps who barely spoke English. Fisrt they said wait for 15 days, then 30 days....I still haven't received my reward card. The FCC should investigate them for fraud and assess stiff criminal penalties.

I live in [redacted] area. Verizon has once again upped their prices without exactly telling us why. I called a rep and he set me up for a year "discount." What the reps do not tell you is that a new charge of $7.11 for FCC services, not a Verizon service, was also added to the bill. I got a bill for $10 more than my previous bill even with the "discount." The first rep I talked to hung up on me. The 2nd rep I talked to in the same day had to transfer me for some reason. Incompetence? The 3rd rep helped me and said I had gotten a service discount, which was true, but I still don't see how Verizon thinks a real discount is $10 more on your bill. Are they arrogant enough to think that they can fool people with their "discounts?" Basic math tells us that $10 more on a bill is not a discount. Customer service is now a nightmare with Verizon around here. They are also charging $99 for tech service? That is obscene, considering all requests cannot be done on the Internet if your Internet is down, as the "voice" tells you to go to their site to solve many problems. Is management at Verizon seriously incompetent or seriously intellectually-challenged?

I would like to file a complaint against Verizon FIOS.After 4 days, and numerous countless hours on the phone my issue is still not resolved. Currently, I am still getting the run around. No one can help whether it is DSL or FIOS everyone is confused and pointed at each other. I had to open another account only to be told even that is not right.