Verizon Communications

Review: Verizon sold me Double Play program @ $35.01 per month, and when they started billing they charged me at $62.99 per month. I opened a ticket with them on 8/**/2014 and the issue still remains the same. The ticket number is [redacted]. I also returned their SetTop box as I needed only Local Channels and the HBO GO. They are still charging me for the set-top box. I have called them at least 5 times to resolve this issue, they did gave me billing credits twice. I am not supposed to call them for adjustment every-time there is a bill. They should fix my billing errors. Since my billing is under dispute, I was asked to pay only the portion of the bill. Verizon is now charging me the late payment fees. Why can't they fix the issue at their end? Its been 3 month since I opened the ticket and it still remains unresolved. Are they taking customers for granted just because their technical team is better than others?Desired Settlement: 1) Resolve ticket # [redacted] to fix my billing error

2) Remove charges for the set-top box

3) Give me credit for the disputed charges

4) Waive the late fees

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office or review. We appreciate you bringing this matter to our attention. Verizon spoke with [redacted] on November **, 2014 acknowledging his concerns. After further review, and discussion with [redacted],Verizon has agreed to honor the $34.99 price plus taxes. Regarding charges for Verizon equipment, the charges in question have stopped billing and removed from account as of October **, 2014. [redacted] is satisfied with resolution. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case.

[redacted]Verizon SW Executive Relations.

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: Started in December ** - 17 2015, I was charged an additional charge of 198.72 to my bill. Filed a complaint with Verizon about the charge, they (financial department) started an investigation on the charges (2 actually). Investigations were closed and never heard from anyone about results. I had talked to 3 people in the financial department, last women I talked to told me that it was a payment from another customer that was posted on my account as a debit, but I did not have to pay they would take off. The amount has not been taken off and still getting charged for late fees for this amount. I have talked to Account Managers that would take care of it, has not been resolved yet and that was 3 weeks from this complaint. I have left messages with the Account Manager and nothing. Now I see on my account that they are still charging me the amount but now it is a few more cents than the original charge. I can not do a few things base on this mess with my account.

It has happened to me before in years past. Financial department does not post payment correctly and they wait until a customer complains to know they did not do something correct.Desired Settlement: I want the amount credited or removed from my account and any late fee that I have been charged to be credited back to my account. Also noted in my account that it was an error from the financial department not paying attention to their responsibilities.

Business

Response:

Verizon has reviewed [redacted] account. Verizon has determined the disputed charge was in error. Verizon's Customer Service Escalation team has credited the disputed charge and associated late payment charge. This credit should be reflected on [redacted] May 2016 bill. Verizon has provided this information to [redacted].We trust this information will help to resolve [redacted] concerns.