Verizon Communications

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: I never received any services from verizon. I was charged for the services in error. When I did not pay I was referred to debt collectors.

I never had any service from Verizon. I opened an account and never received wireless access. I then cancelled the account and was told I would not be charged. Verizon then proceeded to charge me despite having never provided services. This is in relation to an internet account at [redacted]. I was subjected to long wait times, poor customer service, frequently passed between operators on the phone, and eventually told my account would be closed with no charges only to then receive follow up calls from debt collectors.Desired Settlement: I would like a full refund of the amounts I paid to the debt collectors in order to stop the harassment.

Business

Response:

A customer service representative issued a credit for the full balance of $100.97. A request has been submitted to the credit bureau to remove all negative credit reporting.

Review: Each time I have contacted Verizon regarding my residential phone/internet issues I have been transferred back and forth and the shortest phone call was 52 minutes. On the two occasions I have needed a technician to respond to my home for service I made an appointment and they did not show up. Upon calling to inquire I am told there was some mix up and another appointment is made. In all cases they failed to arrive in the scheduled 4 hour window on the rescheduled date as well. I called back and talked to 3 individuals before finally being transferred to an employee named [redacted]. After explaining the reason for my frustration to her which dates back two years to when service was initially connected, she became rude and rather short. I asked to speak to a supervisor which she refused. I asked her for some way to identify her in a complaint and she refused. I asked for an employee ID number or some other unique identifier and she stated, "my name is all you need to know." The bottom line of my entire complaint is that there is no regard for customers and most individuals I dealt with are looking for ways to transfer you or pacify you and get you off the phone. No one wants to listen and it seems that is the corporate culture Verizon cultivating. Another example is when I signed up for service. We built our home and initially had [redacted] services installed. Upon the change to Verizon I told the representative I would need a line run to the house, she responded that wouldn't be necessary they just needed to go to our panel. I explained my previous statement which she didn't listen to and made an appointment. First appointment they didn't show up, second day they showed up late and said they would need a construction crew to run a line. Big surprise! Every interaction has been negative in the end. At first it seems I have finally made some headway with someone but in the end what they say doesn't come to fruition. I work for a regulated utility and don't take these complaints lightly.

Product_Or_Service: Phone/internet serviceDesired Settlement: DesiredSettlementID: Contact by the Business

An explanation from a manager at Verizon why customer service is held in such low regard and if so I can explain why am considering transferring companies. I'd like to know why they don't think their customers time is valuable .

Business

Response:

On 6/**/15, Verizon spoke with [redacted] regarding his concerns. He confirmed his service was working. The company has apologized for his experience and advised his experience would be used as coaching to prevent this in the future.

Review: Representative made promises if we signed onto network and lied about a contract

We had a sales rep come to the house he told us we would be saving over $50 on our bill with our previous carrier. He told us there were no fees and no contract. We were promised a lot of channels we never received and a $150 gift card for being a new customer. We never got the channels promised which was fine but then they took away some channels such as the weather channel we rely on for work and they never gave us the gift card. The Internet connection was also not great as I was not able to access my wifi baby cameras that I had no issue with when I had [redacted]. They stated they sent an email stating if the bill is not paid on time then we don't get the gift card. This company completely lied to me and now states I need to pay 200 for a cancellation fee. They told me there was no contract when they came to my house.Desired Settlement: I just want to be rid of verizon and not be charged for the 200 they are saying is owed.

Business

Response:

Good morning, I cannot find an account with the information that was provided by the claimant. The name, address and email provided yield no results. Additionally, no contact information was provided by the claimant in order for me to contact them and request the information. Will need the claimant to provide the account number and or the correct information related to the account in question.

Review: I needed to cancel Verizon's FIOS service as I was moving.Verizon allows customers to login to their website and manage their services (add channels and increase bandwidth as well as subscribe to Pay per view services or additional phone services), however they do not allow you to terminate or cancel your service.I tried to return the equipment and cancel the service at Verizon store which boldly stated the Fios service and I was informed that I could not simply return the equipment to the store and cancel the service, I had to call Verizon and they would send me a box into which I would have to ship the equipment so as to terminate my service. However, if I was a new or existing subscriber I could get the equipment from the very store. I could even pay my bill at the store.I had to go over seas on a business trip, from where I tried several times to contact Veizon but had to give up after holding for long duration and then being asked to call during normal business hours.Basically they make it impossible to cancel your service and they continue to bill you and collect monies from their automatic payment service without affording you the ability to cancel the service or without allowing you contact them via email or any other electronic means. I believe this a grossly unfair business practice victimizing individuals. It amounts to bullying and robbing you whilst being pinned down by their bigger brother.Desired Settlement: $220 - the subscription of services I was forced to unnecessarily pay.

Business

Response:

1/**/15 I spoke with [redacted] to acknowledge the complaint and he advised the telephone number associated with this complaint is ###-###-####. [redacted] called me back and requested all communication be via email to [redacted]. 2/**/15 Verizon Appeals representative spoke with [redacted] who again advised he wanted to correspond via email. The Appeals representative sent [redacted] emails on 1/**/15 and 2/*/15 with no response received. Verizon records indicate the account was disconnected 1/*/15 and reflects a credit balance of $14.33. I sent [redacted] a please call letter via email.[redacted]

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.

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: 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: 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: Purchased an On Demand movie that I have been unable to view from any of the tvs in the home.Was told by customer service that I must pay bill first.

In the beginning of Sept 2014, I purchased an On Demand Movie by the name of [redacted]. Two weeks after purchasing the movie, the movie was not playing on any of the tvs in my home. When I spoke to an IT representative, he stated that another department put a hold on my account and that he was unable to further correct the problem until I paid my bill balance from which I had already made previous billing arrangements with customer service. I have been dealing with this problem for a month and a half with no resolution other than Verizon telling me to pay my back bill from which I have already made payment arrangements to take care of.

(Verizon account #[redacted])Desired Settlement: I want my money refunded for the purchase and I want the technical issue corrected by IT so the [redacted] movie can be viewed on the TVs in the home.

Business

Response:

upon receipt of this complaint I confirmed with our FiOS Video experts that the account was indeed suspended therefore nothing could be watched or can be watched while the account is suspended. Once billing/payment is up to date then any content can be viewed. We made attempts to contact customer; leaving messages to call so we could advise, to date those calls have not been returned.

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: 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: We use to be in [redacted]. We moved to [redacted] in Jan 2014. We had DSL service at old location and moved it to new location and paid 150$ to move the service. Since then we have been paying for service at new location i.e [redacted]. They kept sending bills for old location where we were not there and didnt used the service. After tons of phone calls finally in Oct 2014 they connected to business office (lady named [redacted], spelling could be wrong) and she said it was error of dual account under same name and she will credit and close the account. Now they have again started sending bills for old location and recently we get collection notice for 79.93$. She is not answering her phone for last 1-12 days must have left 2-3 messages.

Tried calling their toll free number and wait is incredibly long and when you get to speak to agent, they cannot do anything. We dont have problem paying our bills but how can one pay for services that we didnt use and we are not even at the location.Desired Settlement: And take it back from collection agency and write a letter clearing everything.

Business

Response:

Verizon contacted the customer and advised that a credit of$79.93 had been issued to correct a billing error. The account was withdrawnfrom collection.

Consumer

Response:

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

They have said these before and then send invoice and collection notice. I want them to send us a letter confirming that account has been closed and they will not send bill again. Also we need to make sure the collection agency has not made a note on our credit history. We need confirmation for all these.

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

Sincerely,

Business

Response:

Prior to receipt of this rebuttal complaint, Verizon mailedthe customer a closing letter confirming the credit adjustment in the amount of$79.93 and also confirming contact with the outside collection agency forwithdrawal from collection activity.

Review: I canceled my Verizon Fios service in November of 2014 and send all of their equipment back to them, a total of 4 pieces. They have since been claiming that we did not return one of their cable boxes. I have been round and round with them about this telling multiple people within their company that the box was returned. They have opened and closed tickets about this and yet the issue still remains unresolved. They have sent my account to a creditor for money and a box I do not have and will not pay for. Their managers basically say their is nothing we can do but pay them the money for a box we dont have and an issue that is on Verizon's side.

Product_Or_Service: Verizon FiosDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to clear our account with them ie remove the charges for the box that we do not have and was sent back to them in November of 2014 and clear it with their collection agency.

Business

Response:

A credit was issued for the returned equipment in the amount of $587.40. We have notified the credit reporting agencies of our error and asked that they remove any negative reporting that resulted from this error. The customer has been advised to allow 1 - 2 billing cycles for the credit to post and up to 30 days for the credit reporting agencies to update their records.

Review: How do you feel if you own something, and someone else charge you a rent fee for that item as they claim it was theirs?

I started Verizon Fios subscription on Oct **, Verizon is adding a line item for one equipment rent (TV Equipment Package) to work with the TV. Before the installation happened, I acquired/purchased the equipment (box) that is available in public (purchased them over [redacted]). I am a person who against renting if I can buy it.

Before the installation day, I called Verizon billing department as they sent me the explanation on the next billing, they mentioned that the box other than Verizon's will not work with the service they are going to provide. During the installation process, the installer mentioned the box may not work. However, the box is actually working. So Verizon did not provide me one their TV Equipment, however, the one I purchased was compatible with Verizon and it has Verizon logo on it. The installer left without leaving the box provided by Verizon, but I have been using the box that I purchased online.

Now, I found out that in my verizon billing, Verizon is charging me for a rent for $11.99 1 TV Equipment Package. They charge me for something I don't rent from them as I bought the box and use the box I bought.

The amount looks small. However, if I am using Verizon service for many years - I assume they will provide good service. I will be charge the rent forever. This is not a good business practice and Verizon is forcing people to rent while they can buy the equipment for Verizon's profit purpose. Which is OK, however Verizon should have an option to have the customer buy them instead of renting them all time. The box is not that expensive, but why Verizon is charging $11.99/mos forever?

I called Billing Department today 11/**, asking why I am charged for a rental fee for TV Equipment Package while I didn't rent any TV Equipment Package from them. Verizon said it is their rule that the customer has to be charged for the equipment, even the customer is not using their box. This is a WRONG BUSINESS practice. I will not pay a rent for something I own my item.

Verizon does not have the right to charge me a rental fee for my property.Desired Settlement: Continue the service with removing the rental fee for the equipment.

Business

Response:

A Verizon customer service representative discussed the issue with [redacted] and confirmed that Verizon does not sell its set top box (STB) per the Terms of Service (TOS). The representative explained to [redacted] that if he received any programs other than local TV, a set top box is required and thus a rental fee. The representative placed an order on 12/**/14 to disconnect the video service per the customer’s request. The representative also issued a cancellation of the equipment retrieval order, so that the account is not billed for unreturned equipment. [redacted] was advised that his service was installed on 10/**/14 (with a 2 year contract) and the account will be billed an early termination fee if he cancels now. We apologize for any inconvenience this matter may have caused.

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 would like to reopen this case. I was not able to answer to Revdex.com earlier due to Verizon verbally discussed about it. We made a conclusion that my TV service will be terminated without termination fee since I continue with the Internet servicse. However, they are applying termination fee on my bill this month. This is not acceptable.

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

Sincerely,

Business

Response:

On 1/**/15, a Verizon customer service representative explained to [redacted] that once his new contract takes effect on 1/**/15, she would issue a credit on 1/**/15 for his original early termination fee for $230. The representative advised that the credit will appear on his 1/**/15 statement. The representative also advised [redacted] that he will not receive a $300 gift card for his new order as it is not eligible; the television commercial is for the Triple Play. [redacted] advised he has another provider for his phone service. Thank you, [redacted] Office ###-###-#### Fax ###-###-####

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: One month ago Verizon placed a toll block on my account due to multiple return check payments on my account, none of which I have any knowledge of. The block was to remain on my account until the past due amount was to be paid. That amount has since been paid and we are now being told by several different agents that it will now take anywhere from 5-25 days for services to be restored, each agent giving a different reason for their response. Meanwhile, I am being billed in excess of what I should have for services I am unable to use for up to another month. In my area verizon is the only option for landline service and because of this it sems they feel customer service is not a priority.Desired Settlement: I would like my sevices to be restored immediately and the bill to be adjusted according to the service level I am actually using.

Business

Response:

According to Verizon records, [redacted]'s account was blocked from making toll calls on 7/**/2015 due to 3 returned payments. The customer was advised on 7/**/2015 that the block would be removed after the account was brought to current status with a cash only payment. The customer made a payment on 8/**/2015 using a debit card. On 8/**/2015 the customer was informed that since the payment was not made in cash, the block would not be removed until the payment cleared. Since the last payment was returned by the bank 25 days after it was received by Verizon, the customer was informed that the block could be on the line for 25 days. On 9/**/2015 the 1+ (toll) block was removed from the account. The 1+ (toll) block only prevents the customer from making long distance calls. No other features on the customer's account were blocked.

Consumer

Response:

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

[Your Answer Here]My bill has not been adjusted for the services included in the bundled package but were unavailable for use

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

Sincerely,

Business

Response:

A review of [redacted]'s account found that he was billed for 2 calling plans on the June, July and August 2015 bill. An adjustment was applied to the account of $85.60 on 9/**/2015. An adjustment of $66.82 was applied to the account on 9/**/2015 for the the freedom essentials plan 7/**/2015 - 9/**/2015 for the time the long distance portion of his service was blocked. The adjustments will appear on the October 2015 bill.

Review: (1). Did not receive Verizon Employee Discount from start of service on 9/**/2014.

(2). Was assessed an early termination fee of $230 to apply Verizon Employee Discount to my account.Desired Settlement: Refund of $70 per month for 3 months for Verizon Employee Discount

Refund of Early Termination Fee of $230.

Business

Response:

Good afternoon, After reviewing the account, no refund is warranted. The ETF was credited and removed from the account. The claimant was not overcharged on his first bill and was paying less than he would have had to pay if the Employee discount had been applied. Also, claimant received a discount that would not have been applied had the claimant received the employee discount. Claimant was not overcharged for the services in September and October, on the November statement there were prorated credits and charges applied to the account from 10/**/2014 thru 11/**/2014. Claimant believes there are discrepancies with the billing, but there are none. I sent an email to the claimant with my contact info as he requested.

Review: Hello,

I moved into a community where Verizon and [redacted] were only options and I chose to go with Verizon, not knowing that the service is very poor.

After 2 years with no contract service, I switched to additional 2 year contract service with HBO and FIOS 50/50 Mbps internet. So, now after completing 1 year in the contract, I have to move and tried to keep the service with same features, but, Verizon FIOS is not available in the new community I am moving to and only lower speed (max of 3Mbps ) is available, which would definitely not be sufficient for my household. I have called Verizon multiple times complaining about low speeds or bandwidth warnings I received when subscribed to 50/50 Mbps internet. Now, Verizon would unfairly charge me for early termination of the contract even when they are not providing FIOS service in the new community. This as a highly unfair demand and Verizon should waive the early termination in this situation as they are not providing same service in the new community.Desired Settlement: waive the early termination fee

Business

Response:

We spoke with the customer on September *, 2015 to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigate. The customer is moving to another address where High Speed Internet is available. The customer has FiOS Double Play-FiOS TV & FiOS Internet 50/50 under a 24 month contract which expires on September *, 2016. The customer spoke with our representative on September *, 2015 prior to the move and she was advised there would be an Early Termination Fee. No changes were made to the account. Our representative spoke with the customer on September * and confirmed the new address supports High Speed Internet at 3Mbps data speed. The customer. It was explained that she is under a 24 month agreement which expires on September *, 2014 and she is receiving a $15.00 monthly discount as a result of the 24 month agreement. There are 12 months remaining on the contract. The customer is dissatisfied that her request to waive the Early Termination Fee was denied..

Consumer

Response:

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

[Your Answer Here]

I have explained that I have signed contract for FIOS service and not any other service and Verizon was supposed to waive the fee if they do not provide that service. I have spoken to a representative and ask to provide me with the signed copy of contract that says I would keep Verizon service even if it is not the same as what I have asked for or signed contract with. The agent said they will get back to me, but, never responded again as of 9/**/3015.

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

Sincerely,

Business

Response:

The customer had FiOS Double Play-FiOS TV & FiosInternet 50/50 under a 24 month contract which expired on September *, 2016.The customer spoke with our representative on September *, 2015 prior to themove and she was advised there would be an Early Termination Fee. A representative spoke with the customer on September [redacted]and confirmed the new address supports High Speed Internet at 3Mbps data speed.The customer felt the speed does not meet her expectations. It was explained thatshe was under a 24 month agreement which was renewed on September *, 2014 andshe received a $15.00 monthly discount as a result of the 24 month agreement.There were 12 months remaining on the contract. Upon entering the contract with Verizon, the customer agreedto the terms and services of the contract. Our terms of service specifically state that if the termination is aresult of violation by the customer of the terms of this Agreement, thecustomer also shall be liable to pay the Early Termination Fee (ETF). Therefore, Verizon’s decision remains the same, the customer is responsible for the Early Termination Fee.

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,