Verizon Communications

Verizon's high-speed-internet, is anything but high in speed. It is slow, it cuts out, and most time I have trouble connecting. Every-time costumer services is contacted they tell me the service is working fine. which it isn't. They make you pay for services that are not provided and that is simply put fraudulent.

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: 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: 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: 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]

Review: Trouble with Pay Per View. Will not give refund. Verizon service was out. Saw less than half the fight.

Ordered Pay Per View Fight in HD. Could not view fight on ** Jan 2015. Called Verizon and stayed on hold and speaking to billing and tech services for almost three hours because Verizon had a service outage. Tech service asked billing to cancel the pay per view and initiate pay per view again to start the fight. Was told all charges would be waved. Ref #[redacted]. The fight finally came on in SD after half the fight had shown. Called several times. How frustrating to have guest over to watch the fight, be on a call for 3 hours, see half the fight and be forced to pay full price. Charge showed up on my bill recently. Called and spoke to [redacted] ref #[redacted] about refund. Refund denied. Called [redacted] ref #[redacted] she said I ordered the fight twice which I did not. Verizon billing did this to reinitiate or refresh the fight for us to see which as stated above. After I spoke with [redacted] for 15 minutes, I asked for manager and she told me none was there to help and then told me she was hanging up. I have never had such sorry horrible treatment from a company!Desired Settlement: A refund for the SD pay per view fight

Business

Response:

A customer service representative contacted the customer and apologized that she had trouble viewing the PPV fight. A credit of $59.99 was issued and will appear on the bill dated 06/**/15.

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: 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: 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,

Review: I received at least 2 (maybe more) emails sent directly to me offering a $50 promotion on the purchase on a FIOS Quantum Router. Additionally when I logged into myVerizon account the same offer was made to me under a section called Special Offers. In both cases there were no exclusions listed and it was clearly directed at existing customers. When I tried to purchase the router I could not get the promotion price to come up so I contacted customer service and was told that this offer was not available at my address even though they knew my address and made the offer to me a number of times.

I tried to submit the transcript of my Customer Disservice chat session but I get a SQL error which makes it look like the string is too long. I can provide the full transcript on request - just email me if you want it at [redacted]Desired Settlement: I would like them to honor their advertising committment by offering the modem to me at their advertised prices and compensate me for approximately 2 hours time I had to spend dealing with Customer Disservice. Thanks you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] After wasting my time for almost three hours they agreed that all of the customer service people I spoke with were ill informed and they agreed to sell me the router at the price that they had offered it to me at. However, they did absolutely nothing to compensate me for the time they made me spend simply asking for what they had offered to me. While I am pleased to be able to purchase the router at the price they offered it to me at I am not at all happy that they forced me to go through this process and refused to compensate me for my wasted time.

Sincerely,

Review: Internet has not worked for weeks. When contacted customer service, have been placed on hold or disconnected. Internet service loses connection, product that is being paid for is not being provided by company.Desired Settlement: Refund and service to be provided correctly

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 purchase DSL service from Verizon. DSL modem is not working properly. Have been on the phone for hours over the last 4 weeks. Have been promised by 3 different Verizon employees that I would receive a new modem. No modem.Desired Settlement: A new modem for DSL within a week.

Business

Response:

The modem was shipped on 02/**/16 by [redacted] Ground. The tracking number was provided to the customer.

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 being charged for a Gateway Router that was returned within days of it being received. I used the included return shipping label, and was delivered back to Verizon the following week. I called Verizon once my new bill posted. Between being on hold and being transferred around to three different reps the first time around before being hung up on by the third rep, I was on the phone for well over an hour. After being hung up on, I called back and was hold for another 13 minutes before speaking with a rep that could not help. I asked to speak with a supervisor. I was told that there were no supervisors available during my wait time with her of approximately 20 minutes of mostly dead silence as she would occasionally tell me she was waiting on a response from the supervisor. After the 20 minutes I asked her to just have the supervisor return my call. No call was returned. I have been a FiOS customer for about 10 years and have not had issues, but between the erroneous billing and my personal horrible customer service experience, I understand others frustrations when I speak highly of my service.Desired Settlement: A credit for the gateway router (in full) needs to be applied to my account, and some sort of poor customer service credit should be applied to my bill as well in good faith.

Business

Response:

In response to this customer’s complaint a Verizon rep contacted the customer and addressed the billing for the router. The customer has been credited and billing stopped. The company spoke with the customer and he was satisfied.

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 1/**/2016 I closed my account with Verizon - account # [redacted]. Verizon Billed me after I had closed my account. I have called a total of 6 times over 4 months - each time telling me they have processed my refund and I should be receiving the amount owed to me within 10-14 days. I have still not received the money and have to continue to call and get told the same thing. This is a scam to their consumers, as they feel they can bill customers after they cancel and they will not know/follow-up about it.Desired Settlement: I would like a full refund of the money plus interest as it is past 90 days.

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: Accepted Services from Verizon to install and provide Verizon FIOS service under order #: [redacted] and [redacted] on ** April 2016 in Virginia Beach VA. The order included the "Triple Play" Plan for FIOS Digital Voice Unlimited, FIOS Custom TV - Essentials and FIOS Internet 100/100 for a total of an estimated $166.60 per month for a two year contract.

After waiting for Verizon Service technicians to show up for installation on four separate occasions with no cancellation call and the latest information from Service Call Ticket number [redacted] that Verizon is only taking care of "Existing Customers", I find it completely abusive of the customers time. Verizon has not called or notify me or anyone in my family of any installation cancellation.

I believe that Verizon's behavior toward the consumer should not be accepted and should be inexcusable for a company their size. The answers from the managers I 've spoken on the phone, although apologetic, is that they have "nothing" to offer." And that because of a strike they can not complete the work. I can understand that an installation appointment is going to be missed, things happen, but four! With no phone call? UNACCEPTABLE.

Additionally, I had to spend an additional $30.00 to complement my cellular service data package so my daughter could complete school work on line because Verizon could meet their contractual obligation.Desired Settlement: I believe this type of behavior towards the consumers time (wife and I waited on four separate occasions for installs) should have some sort of ramification.

I would like to receive a personal apology from a Verizon Executive for wasting five days of our time and over five very aggravating hours on the phone trying to find resolution to this issue. I also would like to know why Verizon feels is acceptable to not submit courtesy calls when they know they won't be bale t o fulfill an order. Verizon FIOS Installs and customer service in [redacted] should receive the lowest scores possible.

Business

Response:

Please be advised, Verizon installed services for the consumer on 5/**/16. We apologize for the delays in installation however due to the work stoppage Verizon was unable to keep the original commitment provided. Verizon has agreed to follow up on the consumers account to adjust one month’s service, once billing has generated.

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: 1. Verizon has not been able to fix the buzzing sound on my phone line for over two years. I have called multiple times about the issue in that time. 2. My account login to the Verizon website has stopped functioning months ago. I have called customer service on numerous occasions, but they have not been able to resolve the problem. I use this account to pay my bill. Also, they have removed the option to pay multiple phone lines at one time from their website. This is a major inconvenience.Desired Settlement: 1. I would like my phone line restored to no longer have the buzzing noise. 2. I would like my Verizon.com account fixed so I can pay my Verizon bill online.

Business

Response:

Company repair records show open ticket under this line as well as a 2nd line working under ###-###-####. 9/** Manager [redacted] called the customer and left a message with her name and telephone number.

She spoke with the customer, explained we have a technician pre-assigned for today, will provide feedback when completed.

There is no access to the F2. We tested at the F1 and dial-tone was good and clear there, the problem is between the F1 and the customer's premise. However we need to get into the building next door for access, and nobody was answering.

9/** Manager [redacted] spoke with the customer and he is unavailable for a dispatch for several weeks. She advised the customer she would run a test and possibly get cable maintenance dispatched. Additionally, sub mentioned there have been access issues previously.

10/* Foreman [redacted] advised that we gained access to the F2 and fixed the block issue. We are seeing a short-circuit to the customer (could be Receiver Off the Hook) , but there was no access to customers residence.

10/[redacted] spoke with the customer and advised service is good and now problem is inside. The customer advised he is not available this month, but will call me when he can. He took her name and number again and he will call back when he is available to gain access into his apartment.

Concerning the bill paying issue, the customer's two accounts : ###-###-#### and ###-###-#### are billed separately. They can be combined so her can access both on one account.

9/[redacted] spoke with the customer and confirmed the order.

She issued a ruf/russo refferal to combine the bills and will follow up for the order issuance.

Review: My name is [redacted], I am writing about broadband Internet service in my area.

My address is [redacted]. My township is Ghent. [redacted] service Hudson and [redacted] service Ghent. The problem is as follows; I call mid-

Hudson cable for Internet service, I was told by [redacted], I live in Ghent and [redacted]

Service my area; likewise, I call [redacted] only to be told my address is Hudson and [redacted] services my area.

I call my town manager, but receive no help in resolving this issue.

My phone company for the pass 40 years has been Verizon. I call Verizon and inquire about

DSL. Verizon states they don’t service dsl in my area, yet, my neighbor 1 block away has

DSL.

My wife works from home and can’t get Internet service. I am a retired disable vet.

My location is very accessible.

I had two-satellite company for Internet service, Wildblue and Starband, neither workout

Well.

I have exhausted all ave. on this matter with no resolution so far. Thank you very much for

Looking into this matter.

Sincerely,

[redacted]Desired Settlement: One of the three, verizon, [redacted], mid-hudson or Charter communication should service my area.

Business

Response:

Verizon engineering investigated the availability of DSL for

this customer. It was noted that while the customer is in Verizon territory,

the customer’s loop length distance is 30k kft from the serving Central Office;

therefore the address cannot qualify for DSL service. DSL can be provisioned and

supported only up to 18K kft.

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.

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: 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: 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.