Verizon Communications

Review: Verizon has billed me for repairing their line outside my home which is totally incorrect. They have refused to reverse this invalid charge, despite my calls, chat, and letters.

I am filing formal complaints with the Federal Trade Commission, the Florida State Attorney General, and all other possibl;e regulatory authorities.Desired Settlement: THIS CHARGE OF $91 NEEDS TO BE CANCELED AT ONCE AND REVERSED FROM MY BILLING.

Business

Response:

A Verizon representative spoke with [redacted] on August **, 2015. We have reviewed the three repair tickets with [redacted] and advised the $91.00 charge is valid. We were on premise two times and we have rewired a jack as well as bypassed the alarm that has restored dialtone. [redacted] does not agree with our findings and charges. Verizon considers this matter as resolved even though we were unable to come to an agreement of the charges being valid.

Review: Back in January 2015 I signed up with verizon to receive a FIOS package deal. A date was scheduled for installation, however, the day of installation a technician came to install everything as soon as he saw an image on my TV he said "ok everything seems to be working fine" and said he was done with the installation and left. less than three minutes had passed after he'd left when the TV and internet stopped working.

I called verizon to ask what was going on, they said they would send another technician to check out what was going on. When the other technician arrived he went down to the basement to check whatever it is that he needed to check and left without saying anything to me. After a while a looked through my window and there he goes driving away in the white van. I called verizon once again to ask what was going on. The lady I spoke to on the phone said she was going to try to reach the tech who had just left, but for whatever reason she could not reach him, the verizon lady said she would call me back as soon as she was able to speak with the technician. Installation was scheduled for 8-11am, and there I was trying to solved this issue many hours later.

Needless to say I was very upset because I was left without internet, which I needed for work. That same day I called and spoke to someone about what had happened and asked them to please cancel my services since I wasn't able to use the internet or watch TV. They told me services would be disconnected right away.

Some time after, I received a BILL for $xx.xx. I immediately called verizon to inquire about the bill. They said that was a charge for installation! I explained to them what had happened, the person to whom I spoke with said I would not be charged, that for some reason he could not access my account, but that I should disregard that charge. I received that same bill again, and so I called verizon again to ask what was going on with this bill. I explained to them that I had previously spoken with someone and what they had previously told me (to disregard the bill), this person however, told me that he was very sorry but that I had to pay the bill. Again I explained to him what this other person had previously told me about not been able to find my account and that I did not need to pay that bill. I asked him to please check the call recordings, records etc. He declined. Since then verizon sent me to collection for that installation charge, which to me is simply absurd, since I wasn't even able to use their services at all.Desired Settlement: I would like for Verizon to be sensible, and to please remove the negative collection record from my credit report.

Business

Response:

We spoke with [redacted] and apologized for the trouble. We have issued a credit on the account for the cost of the charges billed to her, 73.67.

Review: On September **, 2014 I called the listed VErizon number to establish service for Fios and Telephone service. I was first told I lived in a Fios area and later learned that I had to use [redacted], along with Verizon. I had to pay $ 21.15 to have them come to my house and determine if they could provide service. Verizon sent me a box of items, but no personel to connect the phone lines that were severed. [redacted] came out and said we could not get [redacted] service because of the trees in the area.

[redacted] refunded the $ 21.15. I returned the box to Verizion, via [redacted] their sender. I then recieved a bill fr$ 82.03 for the phone service that was never established. I called twice to report the error and all that Verizon did was reduse the bill to $$ 60.64.

I do not blieve that I owe them anything!Desired Settlement: $ 60.84. cancled from the bill.

Business

Response:

Upon investigation, Verizon issued credit of $60.84. The account 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, [redacted]

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?

Review: contacted verizon on 9/** to move my services (I am diaabled and require these sevices for safety), as of 10/**/14 I still had not received services

I contacted verizon on 9/**/14 to move my services to a new apartment I was moving to that was in the same building that I live in. My sister in law spent the last 12 days and many hours on the phone with verizon trying to get this dont and was repeatedly told we would have service by 5pm each of the days. She explained my need for life alert and internet services as I am severly disabled and [redacted] and have severe medical problems that require constant supervision and communication with family and medical personel.The medical need was explain and the disability issues. The phone never got transferred over for 8 days and the internet never got transferred at all. My sister inn law was left on hold sometimes for 1 to 2 hours and spent several hours each day on the phone with customer support, technical support, supervisors and many other people and to this day no one has yet to connect the service. It was supposed to be handled as an emergency transfer. Also was told several times a technician would be out and my sister in law came over and waitied for hours several times and no one ever showed up. We tried to file a complaint directly with them but no one seems to be able to resolve or even explain why these services were not transferred over. we have had people tell us for 12 days now that the services will be on by 5pm and each day its the same thing. My sister in law explained that my life is in danger without them as I am [redacted], and [redacted] as well. she was told several times a supervisor was handling this, or we have it in our crisis department, or someone will call back and none of these this happened. we were forced to call the local cable company to get services, which was a last resort, due to the higher cost but it was not safe to leave me without servises. I cannot believe how unprofessional verizon has been and how they did not care that they were leaving a severly disabled person in danger like this!!!!Desired Settlement: provide the services promised and train the workers to do their jobs properly and when its an emergency, please treat it as such and dont keep lying and saying things that never seemed to come to completion

Business

Response:

Verizon was unable to contact the complainant. In accordance

with our investigation, the customer initially called on 9/**/14 to place a

move order to her new apartment but when Verizon quoted the service charge of

$16 and the DSL $19.99 activation fee, she advised Verizon to cancel the service

and an order was issued to terminate service effective 10/*/14. On 9/**/14, the customer recalled and cancelled

the termination order. The customer provided her new address but the representative

advised it was not qualified for DSL and she issued a ticket to investigate. On

9/**/14, Verizon advised the customer we were still investigating why DSL

showed unavailable. On 10/*/14, the customer recalled to advise that her new

apartment number was **, not apartment *. At that time, the customer was advised that

DSL was still not available and could not be provisioned coincident with the

voice service. The order moving voice service

to the new apartment was completed on 10/*/14 without DSL. The customer called

[redacted] who ported her voice service on 10/7/14. A separate order for DSL

remained pending. Verizon referred the matter to engineering, noting that the

customer had DSL service in her prior apartment. Verizon engineering advised

that the customer’s address exceeded the distance limitation at over 19,000

kft. from the Central Office. The distance limitation for DSL is 18,000 kft. Engineering

noted that DSL had been incorrectly provisioned for the customer at her old

apartment and Verizon could not approve DSL in the new apartment. The DSL order

was cancelled. As a courtesy, Verizon has a follow up to credit any monthly and

one time charges associated with the installation of voice service at the

customer’s new apartment. That credit cannot be issued until the customer’s

bill is rendered.

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.

Review: To induce me to switch service to Verizon I received an offer of $141.92. The statements I received from Verizon included items I never agreed to, such as multi room DVE service or preferred HD (i have service in one room and never ordered an HD package)Desired Settlement: Billing adjustment

Business

Response:

Left 2 voicemails for the customer, but we have not received a call back. The customer's 1st bill did not bill for TV. Those charges were on the 2nd bill and the email confirmation clearly shows DVR. The customer called in about the DVR not working and the rep advised to upgrade to MDVR, then customer went back to regular DVR service. Case closed.Tell us why here...

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:

1 agreement with Fios (per 1/**/16 is for title play package for 99.99. plus FIOS equipment package for 182 charged for equipment package for $23 (not 18). we did not ask for an additional equipment (or received one)3 charged for FIOS preferred HD package. verizon to explain why this is different from the one in the triple play package that already includes preferred HD, and based on what authorization change was made4 original order did not include charge for extent coax bridge. we were not told that additional equipment includes $75 charge. verizon to explain5 charged for multi room DVR service. we don't have (never had) multi room service. this was already explained to verizon several times over telephone calls6 we did not receive any voicemails. verizon to explain when and at what number message was left.

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

Sincerely,

Business

Response:

We were not able to reach this customer (customer’s voice mail was full) to review the billing. A letter was mailed to the customer on 3/**/16 providing him with a billing specialist name and direct number to call at his convenience so we can review the billing.

Review: Verizon Fios did not send my Verizon Prepaid [redacted] within 90 days as stated so I feel that they are in breach of my contract

I had Verizon Fios installed on 2/**/2015 and have it in writing that I would receive my free $400 prepaid Verizon gift card after my service had been on for 90 days. As of today I still have not received my gift card. I talked to seven different people at Verizon this morning (and got nothing but the run around) and was on the phone for over 1 hour and all they did was tell me that it would take another 30-35 days before I received my gift card. This is a breach of contract and I wanted them to put notes in my file that if I did not receive my gift card within a week that my service would be disconnected without a penalty. Of course I was told that my service could not be disconnected without a penalty because of the contract. Why is it that they can breach a contract but the consumer cannot?Desired Settlement: I want to have the gift card within 7 days or be able to cancel my service with Verizon Fios with no penalty as they are the ones who breached the contract.

Business

Response:

Executive Relations/Linda B/Revdex.com case [redacted]/ called [redacted] at ###-###-#### and I did apologize that the gift card was late in processing and arriving to his home, however it has now processed on 6/** and should arrived 15 days from 6/**. [redacted] was still not satisfied, he wanted the card within the week. I did let [redacted] know I had no way to ship the card to him within the week, however it was on the way. I did apologize to him again, and let him know that I would follow up with him and make sure he did receive the card. He said that Verizon did break the contract and that he was going to cancel the service and he should not have to pay any fee because Verizon broke the contract because they did not send the gift card. I again apologized to [redacted] and said the gift card was on the way, and if he did cancel the service there would be an early termination fee. [redacted] said he would fight the fee, and he released the call. The tracking number for the gift card it #[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 feel Verizon has violated our contract by not issuing the gift card in the time limit that they gave on our contract, and therefore I should be able to terminate my contract with Verizon without an early termination fee or without getting an attorney involved. It should be up to Verizon to make sure that the gift cards are issued in the proper time period. I should not have had to call them and be on the phone with them for over an hour with them transferring me to 7 different people, which most of them had nothing to do with the issue. The only thing I could get out of Verizon was an apology for their mistake yet if I missed a payment to them and just gave them an apology for it they would definitely be coming after me with a penalty. I received an email from Verizon in May stating that my card was being processed. When I didn't receive it by June I had to call them and that is when they said there was an error in the processing. I was told on June ** that it was being re-processed but yet when [redacted] from Verizon's Executive Office in Florida called on June ** she told me that they were starting to process it then, so as far as I know they are just giving me the run around because no one can tell me what is truly going on or when I will receive my gift card which is way past my contract date. The [redacted] prepaid card was suppose to be issued after I had the service for 90 days and here it has already been over 120 days and the time frame they are giving me now is 2 weeks to 30 days more, which is not acceptable.

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

Sincerely,

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:

We are still working with Verizon on the billing portion. We have to wait until we receive the bill for August to make sure everything is correct. Therefore, all the issues have not been fully resolved yet. I was on the phone again this morning 7/**/2015 with Linda B[redacted] at the Executive Relations office for 45 minutes trying to get everything worked out. But it will still take us until the end of August to make sure that everything is correct. Until then I am considering this an open complaint because all the issues have not been fully resolved yet.

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

Sincerely,

Business

Response:

We spoke to [redacted] on 07/**/15 and went over all credits that are going to be issued on the old account# [redacted] We verified that all services were working correctly. We advised that in lieu of the $400.00 gift card a credit in the amount of 400.00 would be issued on their new account. [redacted] advised she would not be satisfied until the credits appear on their bill. We advised that the credits have been approved and will appear on their August billing statement. We have set a follow up to review the 08/**/15 billing statement.

Review: I recently changed to Verizon after looking up their packages and was attracted to one of their custom bundles. The bundle was for 89.99 and it included a $350 bonus card, access to premium channels for 12 months and 2 channel packs plus Fios internet 100/100 Mbps and phone. I did the order online with one of the customer reps on the phone. Once I ordered she explained what to expect in the next few days which was the shipment of the boxes etc.

On the day of setup I'm trying to enjoy my movie channels and they don't work. All the representatives I spoke to told me they weren't able to assist me and was transferred 4 times to different reps and was on the phone on hold for over 20 minutes in a call that lasted an hour and a half. They couldn't ind the offer I had purchased and try to tell me that the premium channels were not apart of my plan and that I would have to pay extra for them. After the last rep noticed I was feeling upset and told them they were false advertising she put me on hold. She sounded irritated and after me telling her to check their online deals she put me back on hold and than came back to tell me she couldn't do anything that she would send a ticket to another department so that they can try to fix it and that it will take 48 hours or more for them to get back to me.Desired Settlement: I signed up to pay for services that I expected to enjoy right away. Not only do we need to wait a few days for setup but we also have to wait when they mess up on their end. I spent way too long on the phone trying to explain something customer service should be aware of plus receiving attitude while I solved their issue by telling them what to do. So far I'm very dissatisfied at this being my firs experience and want to pay less on my bill. I don't feel I should pay a full bill for services not received. I would like a discount on the bill and for the movie channels to be available.

Business

Response:

[redacted] was advised that a manual adjustment for 6 months for $24.99 will be done, also advised that when it goes to the full $49.99, then [redacted] will get credit for that amount for the remainder of the year (6 months).

Consumer

Response:

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

Sincerely,

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!

Review: Billing complaint- I have a statement showing 0 balance after receiving a bill for 265.62.Verizon will say I do not owe , then that I do.

My verizon account is closed, I had internet service and always paid online upon pending voluntary disconnection 5/2013 of service I checked my balance ,it read 0 BALANCE DUE. I had another internet provider starting 6/2013 because of a new room mate.I received several bills since then showing a 0 balance(still have copies of this and online email/ chat confirming 0 balance) but before 0 balance was sent, a balance for 265.52 was sent. I spoke with a Verizon agent who advised there was indeed no balance due, but Verizon is still sending correspondence saying I owe 265.52Desired Settlement: Remove any information under my name that does not show the correct balance of 0.00 and no service/ billing cycles under my name would have continued past 5/2013

Business

Response:

Please be advised we located the final account in question and determine te account was not disconnected when requested. Credits totaling $265.52 were issued today to bring the balance to $0. Once the credits post (3-5 days) we will request the account be deleted from [redacted]’

credit report and sent a letter confirming the deletion to [redacted]. We sincerely apologize for the inconvenience

this matter has caused.

We trust this provides your office with the information required in this matter.

Thank you,

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: Claimed to offer a less expensive contract and more services.

Result: Much more expensive and loss of credits and no new/requested services.

Sept **,2014

Order # [redacted] in St Louis

Would not honor recorded conversation when order was place or the mistake made by Fios representative. We call within minutes of receiving the email outlining service and [redacted] said nothing could be done once the order was entered. We never saw the order or the cost until the email was receive within minutes of speaking to rep. [redacted] was totally shutting us down and not letting us speak to another supervisor. She would not honor the fact that the Fios rep had made a mistake and raised our rate and cancelled our monthly credits without adding the new service requested.Desired Settlement: Reinstate our contract as it existed on 9/**/14.

Business

Response:

[redacted]

REF#: [redacted]

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

In the complaint [redacted] expressed concern regarding an offer for a less expensive contract and more services; however the package was more expensive, new/requested services were not added, and there was a loss of credits. On September **, 2014 an order ([redacted]) was created and upon receipt of the email confirmation, the customer called to indicate there was a discrepancy on the order. The customer stated the email notification rates were higher and his monthly credits were cancelled, without adding the new services requested.

Our records indicate has the Triple Play Bundle, which includes FiOS Digital Voice Unlimited for $30.00; FiOS TV Prime HD for $54.99; the FiOS Internet 75/35 for $45.00. The Triple Play bundle price is $129.99. The customer was also receiving the following promotional credits:

Valued Customer $30/12Mo. Thru Feb **, 2015Premium Content 12 Mo. 50% Credit thru March *, 2015

On the September**, 2014 billing statement, there was no change to the bundle; however the $30.00 Valued Customer Credit was removed. On October *, 2014 the account was credited $30.00, due to the missing Valued Customer Credit.

On October **, 2014 an offer was extended to the customer to renew his term with a two year agreement. The customer was advised the Triple Play would include FiOS Digital Voice, Prime TV, and FiOS Data 75/75 at the bundled rate of $116.99. Verizon will extend the $30.00 discount for 24 months and the fee of $5.99 for the DCT was waived. The Add-ons with the current promotion will remain the same with no changes to the promotional expiration dates: (HBO Premium Content 12 Mo. 50% Credit thru March 6, 2015 - $10.00 & Starz Premium Content 12 Mo. 50% Credit thru September [redacted] 2015 -$8.00).

[redacted] accepted the Triple Play listed above with the discounts previously stated but he requested to remove the Starz Premium Content. The order [redacted] was placed and [redacted] agreed to the 24 month term with the following services and promotions:

Triple Play $116.99

FiOS Digital Voice UnlimitedFiOS TV Prime HDFiOS Internet 75/75$20 Agreement Incentive Included$5 FiOS Quantum 75/35 Credit Included

Existing Services & Equipment:

Non-Published Listing $4.50Sports Package $14.99(Rent):

HD DVR $16.99HBO $19.99 (Existing Premium Content 12 Mo. 50%

Credit - $10.00 thru 03/**/2015)(Rent):

Digital Adapter $5.99 per month Fee Waived

New Services and Promotional Discounts:

*24 Mo. Extended Savings $15.00

*24 Mo. Extended Savings $15.00

The estimated monthly subtotal is $133.46; taxes, fees and other Verizon charges $16.28; Regional Sports Network Fee $3.48, bringing the total estimated monthly fee to $153.22.

The customer was advised credit would be issued on the October **, 2014 billing statement to honor this new rate. On November *, 2014 a credit in the amount of $12.00 was added to the account.

[redacted] is satisfied but should he wish to discuss this matter further, I can be reached at [redacted] EXT [redacted].

Thank you,

[redacted]

Consumer

Response:

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

Sincerely,

Review: On Friday 2/**/2016 all of phone lines in my office and fax line were not working for the entire business day. When I proceed to call Verizon they said service in the area was down and would be working by 3pm and it was not. They also proceeded to tell me the only way to avoid this service failure in the future was to switch to fios phone services off of the old copper wires. I have never had a disruption in phone until this day for over 20 years. I have a health care office that requires patients to contact me in order to make it cancel appointments. This has cost myself and office staff an extreme amount of stress and furthermore I recieved and e-mail from Verizon asking me set up and install date and time for my new fios phone lines which I do not want or need which must definietly cost more money per month. Finally, my bill is always paid in full every month.Desired Settlement: I want phone service to be restored so I can conduct business.

Business

Response:

I called Intergrative Physical [redacted]. I spoke with a representative who advised the fax machine and phone lines are working. Will issue OOS credit for: [redacted] from 02/**/16-03/**/16 [redacted] from 02/**/16-03/**/16 2129530022 from 02/**/16-03/**/16 [redacted] from 02/**/16-**/**/16 [redacted] from 02/**/16-03/**/16 OOS IS 21.45

Review: It's two fold. My bill changes and increases every month after being quoted a set fee for services each month. Then I call verizon and get an out sourced [redacted] who can't connect me to a rep in the US and can't answer any questions. So I go to the website and get routed to an automated [redacted] who just refers me to the website, it's "forums" and unavailable "live chat" option. There is only the [redacted] address, no direct email address to reach customer service. the service is awful. I'm probably going to switch back to regular cable. Verizon [redacted]!!!!!Desired Settlement: provide an email address to reach customer service DIRECTLY! quit out sourcing to [redacted] where representatives there don't even have verizon, can't answer questions or understand what is being asked. and they can't RESOLVE anything! verizon has the worst customer service on the planet and whatever service you do receive be prepared to get snookered into paying more than verizon says it costs. false advertising, horrible service, hidden charges and fees, unreliable service, bogus billing, and the worst, most insensitive customer service ever experienced. AWFUL all the way around.

Business

Response:

We contacted the customer and reviewed the billing. The customer confirmed she now understands.

Consumer

Response:

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

Sincerely,

Review: On 6/*/15 I signed a new agreement (2 year agreement) with verizon. I was already a verizon customer but just did another 2 year agreement. I agreed to the Verizon Triple Play 2year for $159.99. This price included phone, internet and ALL movie channels. I did this on verizon web site and then called in on 6/*/15 at 11:25am and spoke with Trevor to make sure this agreement would be that price and it would be that price for the two years. He looked my account over and told me that it would be. Now today 12/**/15 I look at my bill online and it is $250.09. I spoke with Jeane and she telling me all these things dropped off and are no longer available. She removed some of the movie channels to get my bill down to about $216.00. This is FALSE advertising. I would have NEVER signed another 2 year agreement only for my price to go UP $63.46. I just want the price of my agreement with everything for the $159.99. I want my bill adjusted back to that price with everything I had.Desired Settlement: I want my 2 year agreement price of $159.99 with the services I had and not a $250.09 bill. They include my phone, internet and all my movie channels.

Business

Response:

On 12/**/15, a Verizon customer service representative discussed the contract renewal and bill with the customer. The representative explained that the 12 month discount of $30 expired November 2014 and the HBO discount had expired. The representative also offered the customer free HBO for 12 months, a $19.99 discount. The customer accepted. The customer was advised that the estimated monthly recurring charges for service is $216. We apologize for the inconvenience that this matter has caused [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,

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:

On 12/**/15 Verizon made an offer of 12 months free HBO and a recurring bill in the amount of $216 under my complaint ID-[redacted]. I accepted this offer on 12/**/15 and on 12/**/15 Revdex.com closed and stated this issue resolved. As of today 1/**/16 I went to Verizon.com to check on my bill and it is $256.26. My bill is not $216 but instead $256.26. I want my bill to reflect my agreement with Verizon we made on 12/**/15 in the amount of $216. This is a $40.00 difference than our agreement. I would like my bill adjusted to the amount we agreed upon on my complaint to the Revdex.com that I opened up on 12/**/15 with ID[redacted].

Sincerely,

Business

Response:

Verizon has reviewed all records associated with [redacted]’s account. Verizon’s records show the customer upgraded the internet speed from 75mhb to 100mhb on 12/**/15. This resulted in an increase in the price of the service. On 1/**/16, a Verizon representative spoke with [redacted] about the matter. [redacted] advised that the issue is resolved.

Review: Verizon installed voicemail into my phone without my approval to remove it they disconnected my home phone for at least 2 days I have been on phone for over 4 hours trying to get this resolved as of this the phone still is disconnectedDesired Settlement: turn on my phone remove the voicemail credit me for time served over 4 hours on phone with customer service and no phone service at my residence

Business

Response:

Upon receipt of this complaint we spoke with [redacted] and apologized to him for the poor experience he had. I also assured him that we will be addressing his experience through our internal channels...We also added back on for the next 6th months a 50% discount on his subscription to HBO. [redacted] was satisfied with the discount and my assurance that we will be addressing his service experience

Review: I attemtpt to make a payment plan with Verizon yesterday I told rep ([redacted]) what I could do and he stated it was ok then he told me what I was going to pay and when I explained that I would not promise to do that because what if I could not do it.

He would not assist me thereafter.Desired Settlement: I will make a payment of $77 on the [redacted] of February and $88 dollars on the on before March [redacted]! I also want an apology

Business

Response:

Verizon made multiple attempts to contact this customer who

failed to return all recall requests. A closing letter has been mailed advising

the customer that the entire bill is past due and payable in order to retain

full service.

Review: I ordered Verizon triple play for my home. On installation day, the tech showed up with an incomplete order that did not cover my phone service (I was porting over my current phone number). At that point I refused installation without the phone service. After many calls by the tech to verizon the matter was resolved and I was asked to accept a temporary phone number with the understanding that my current number would be ported over in two days (by July [redacted]). I accepted the offer asking for assurances that it would indeed be ported over in 2 days. I expressed concern that I would have to carry two services (current and Verizon) for 2 days and did not want to be on the hook for paying 2 bills. I was assured that it would be seamless and done by Saturday. But come Saturday no one contacted me. When I called Verizon on Sunday (7/*) I was informed the number would be ported over by Wednesday and I could not cancel the other service till then if I wanted my current number ported over. So now I have to pay my current provider for a full week while I am not using their service! And it appears that Verizon did not even make an attempt to port the number till Sunday (7/*) when I called them again. I am inferring this from the fact that it was on Sunday (7/*) that they had me do a 3rd party verification for transferring the phone number.Desired Settlement: I should not be charged by Verizon until my phone number is ported over.

Business

Response:

The customer’s prior number was re-established as of 7/*/14.

The customer was advised that Verizon will follow up for his first bill to be

rendered and apply a credit of $31.74 for the six (6) days that he paid for two

services.

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: For over two years now, we have had a continuous stream of billing and service problems with our Verizon account. Virtually every invoice we have received has been, in some way, incorrect, inaccurate, or incomprehensible. Every invoice has required a lengthy conversation with a Verizon Customer Service representative, which, in every instance, has resulted in the invoice being reduced. (See timeline below for details.)

Since September 20** we have been billed monthly for Enhanced Internet Service even though this service should have been bundled with our Freedom Essentials program. To date we have paid this fee nine times. Even though Verizon is aware of this error, it has never been corrected. The charge still appears on every invoice we receive, requiring another call to another CSR and another empty promise that the matter will be resolved in our next billing cycle.

Recently, we discovered that not only have we been improperly billed for Enhanced Internet Service, we have not actually received it. Apparently our contract only calls for the most basic internet service (1 MBPS) even though every month our invoice lists a charge for Enhanced Internet Service (10 MBPS). Furthermore, in trying to correct this situation the DSL service on our second line was inadvertently terminated, although no one seems to understand how or why this happened. It took a week to restore DSL service on this line. We are still unable to resolve our billing problems and to get the high speed internet service on our primary line that we have been paying for for over a year.

One of the most frustrating things about all this is that every time we call the billing department we have to explain the entire situation to yet another CSR who refuses to disclose their full name and will not provide a phone number or an email address that would allow us to follow up on the call. Even worse than this are the number of representatives (three in December alone) who have solemnly promised to call us back when they have solved our problem and then fail to do so. I guess they must be too busy resisting other existing customers.

There would appear to be only two explanations for a situation like this: either an extraordinary degree of incompetence on the part of Verizon, or a reckless cupidity that verges on the criminal. Given our experience and that of the legion of fellow sufferers whose sad tales litter the numerous “I hate Verizon” websites, the charge of incompetence is hard to refute. The accusation of criminality may seem more extreme, but isn’t charging for services that are not rendered one of the definitions of fraud? How do things like this happen? Perhaps it has to do with a corporate culture that rewards its [redacted] for presiding over this cesspool of ineptitude and greed by tripling his compensation from $7.2 million to $**.1 million. Meaning that he now make more in a day than the average Verizon employee makes in a year. Disgusting!

Does anyone at Verizon actually care? Verizon tells you that they care every time they put you on hold. Their website tells you they want to help but they never do. Most ironically, every time a CSR signs off they say, “Thank you for choosing Verizon.” You may be sure that if we had a choice we would no longer be Verizon customers.

VERIZON TIMELINE 12/**/** – 12/**/13

12/**/** Instructed Verizon to temporarily reduce service to a dial tone on our primary line and to temporarily terminate DSL service on both of our lines while we were away. At this time I was informed that resuming our normal service in March would be a simple matter of a phone call and that there would be no charges for resumption of services.

1/*/12 Payment for our January bill of $**3.37 was damaged by the post office and returned to us (we have this envelope in our file). We immediately contacted Verizon and sent out a new check. We were informed that there “would be no problem.”

2/*/12 Received a bill for $132.67, which included the January charges of $**3.37 plus a $5.00 “late fee.” After hours on the phone, being switched from one representative to another and being disconnected at least twice, we were able to get this invoice reduced to the $**.30 it should have been in the first place.

3/*/12 Received an invoice for $63.36, which accurately reflected the service provided.

3/**/12 I called to request that our service on both lines be reinstated to the service levels they were at in 12/**. For over a month we did not have any service on our secondary line, neither dial tone nor DSL.

3/**/12 Received invoice for $75.32, which included the $63.36 charges from the 3/4 invoice and a number of charges associated with reinstating our service, even though we had been assured that there would be no fees associated with returning to our original level of service. Again, after several hours on the phone we were instructed not to pay this invoice.

4/*/20 Received invoice for $209.45. After another lengthy phone session we were told to pay $158.20.

Note: For the first 4 months of the year we had been billed $475.80 and paid only $191.03!

5/**/12 Received invoice for $79.82 which we paid.

6/*/12 Received invoice for $97.02. Called to question this amount and was told to pay invoice and that on 7/** we would billed $**2± plus a credit for $35±.

6/**/12 Received two invoices: one for $63.92 for “advanced internet service” (invoice reduced to $19.99 after discussion with service rep) and one for $39.99 for “current activity.” Both invoices paid.

7/*/12 Received invoice for $33.81 for phone service only. [redacted] was supposed to call back to explain discrepancy. Never did. Not exactly sure how this situation was resolved but we ended up paying a total of $93.79 although we had been invoiced for $137.72.

8/*/12 Received invoice for $109.67 (including a $ 34.99 charge for High Speed Internet Enhanced for the first time). Was told by service rep to pay invoice and that next month’s invoice would be $95±.

9/*/12 Received invoice for $**9.52 (including a -$10.00 adjustment and the $34.99 High Speed Internet charge)

10/*/12 through 1/*/13 Received invoices for $128± (including $34.99 High Speed Internet charge).

2/*/13 Received invoice for $72.74 (High Speed Internet charge now $19.00).

3/*/13 Received invoice for $95.48 (High Speed Internet charge $19.00).

4/*/13 Received invoice for $174.17 (High Speed Internet charge of $34.99 and $19.00). Was told to pay this invoice and that next month’s bill would be $75.79.

5/*/13 Received invoice for $158.64 (High Speed Internet charge of $34.99 and $19.00).

6/*/13 Received invoice for $70.54 (High Speed Internet charge of $34.99 and $19.00 offset by “change in service” deductions of $79.99).

7/*/13 Received invoice for $158.33 (High Speed Internet charge of $34.99 and $19.00). Paid invoice even though it was wrong and was told there would be a $24.99 adjustment that would appear no later than my August invoice.

8/*/13 Received invoice for $120.53 (High Speed Internet charge of $34.99 and $19.00 and an “adjustment and credit” for $**.**).

9/*/13 Received invoice for $156.98 (High Speed Internet charge of $34.99 and $19.00).

10/*/13 Received invoice for $128.54 (High Speed Internet charge of $34.99 eliminated as a “change in service”).

**/*/13 Received invoice for $**7.2. Paid $132.25 as per instruction from rep [redacted]. Said the $34.99 Internet charge should have been bundled as part of Freedom Essentials plan. Promised to correct billing by next invoice.

12/*/13 Experienced problem with DSL router on primary line. Had discussion with service technician to resolve problem. DSL speed test showed a DSL speed of .94 MBPS. Technician said I should be getting between 5 and 7.5 MBPS. Called billing department and discovered that High Speed Internet charge of $34.99 was still part of our bill. Spoke to supervisor about both internet charge and unacceptably slow DSL service who promised to look into the problem and call us back with a solution. Did not call back.

12/**/13 Received invoice for $**8.** (High Speed Internet charge of $34.99 still listed!). Called service rep ([redacted] in the [redacted] office) and complained about both internet charge and slow DSL service (Speed Test .94 MBPS). Was told she would handle the problem off line and call me back by 7pm latest. Did not call back.

12/**/13 Called service department again, spoke at length (2 hours) with [redacted] from the [redacted] office, insisting that she keep me on the line until she resolved the problem. She and a service technician were able to determine that, according to our account information, we were only entitled to receive 1 MBPS DSL service on our primary line, even though our telephone line would support up to 10 MBPS and we have been paying for Enhanced Internet service for over a year. Apparently we are getting high speed service on the other line on our account which is only supposed to receive basic (1 MBPS) service.

For some reason, which nobody seems to understand, the Verizon computer refuses to re-bundle our account so that we are no longer being billed for High Speed Internet separately from our Freedom Essentials plan. [redacted] requested some kind of priority service to expedite this matter. I spoke to her [redacted], who reluctantly, at my insistence, gave me the cell phone number of one of her associates, a [redacted], and promised that either she or [redacted] would follow up on this matter by early the following week.

12/**/13 DSL service down on secondary line. Spent over an hour on the phone with service technician rebooting system and running tests to no avail; set up appointment with local repair service to have a technician visit on 12/**.

12/**/13 Spent 2 hours with repair service person. Finally we were informed that someone had put in an order to terminate DSL service on secondary line!

[redacted] called to find out if we had placed the termination order. She then tried to place an order to reconnect the service but the system would not accept it. In fact the system would not allow her to take any action whatsoever on either of our phone lines. She requested assistance from a senior service technician and hoped to have some answer by 12/**.

12/**/13 [redacted] called to tell us that DSL service had been restored on our secondary line. It had not. Had long call with online service technician who was unable to correct problem. [redacted] promised to call me back the next day so we could resolve our other billing and service problems.

12/**/13 Service restored on secondary line – DSL speed 3.4 MBPS. Left several messages on [redacted]'s phone requesting a follow up call from [redacted]. Did not receive a return call.

12/**/13 Left message for [redacted]. Returned my call: resolved Dec. ** invoice, reducing it by $34.99; said that we would receive an adjustment on our next bill for the eight days that our DSL service had been out on the secondary line. She also promised to review our billing history and determine what restitution should be made by Verizon.

The above information was sent to Verizon and others, including the Revdex.com, on 12/**/13. Revdex.com sent us a letter on 1/*/** assigning us an ID number. To date, we have received two phone messages from "Verizon Escalation" referring to our letter, but no one has returned our calls.

Today (1/**/**) we received our latest invoice ($183.51). It contains the same billing error as always and includes a $15.00 late charge for not paying the entire amount on our last invoice which we had been specifically instructed to do by [redacted] on 12/**/13.Desired Settlement: By our calculation, Verizon has over-billed us to date by $349.90. We should receive either a credit for this amount or a direct reimbursement. Verizon also needs to make the necessary adjustments in the way our bills are structured and to provide us with a level of DSL service for which we have contracted and paid.

Business

Response:

The customer has been contacted and advised that the main

number [redacted] and DSL service have been corrected to show the Double play rate of

$59.99. A credit in the amount of $299.91 has been issued for overcharges and

will appear on 2/*/** billing statement. A Verizon manager will make sure that DSL

on customer’s additional line is being billed at the $19.99 monthly rate. The

manager has a follow-up to check the February bill statement to make sure the customer

is not billed a late charge for January. The customer has been provided with

the manager’s name and direct number for any further questions or concerns.

Review: Several years ago I moved a couple of times with the result that Verizon double billed me. They acknowledged their error and refunded a month's overcharge, but they did not correct their files. As a result, when I call them for whatever reason, I'm told there is a "credit alert" on my account. When I objected, they eventually agree to correct it but never do. About a year ago I managed to upgrade my Verizon service despite the credit alert, and was assured that the account would be corrected. But it never was. When I called just this evening in response to a mail advertisement, I was told there was a "credit alert" on my account.

I am current with all payments to Verizon; I pay the company automatically every month.Desired Settlement: Make the necessary, long-overdue adjustment to my account.

Business

Response:

The case was sent to both the business office and to the credit verification team.

Records indicate that there is still final debt in the amount of $119.13, this is a result of 2 refund checks being sent in error: one on 9/*/2010 in the amount of $119.13 and one on 10/*/2010 in the amount of $119.13. Records indicate that both checks were cashed. However, this sum was debited back on the account.

Records indicate that there is a restriction on the account. The verification team advised that we can temporarily life the restriction if needed while this issue is being investigated.

On 1/*, specialist [redacted] spoke to [redacted] and he does not want or need to make any changes to account, but does want the restriction removed. The case was sent to Finance specialist [redacted].

The decision was made to issue credit for $119.13 under account [redacted] - [redacted] to resolve this issue. On 1/**, manager [redacted] spoke with the customer to advise and per Manager [redacted] of the Verification team, the restriction has been permanently lifted.