Verizon Communications

Upon calling Verizon to extend our service, we were provided a very good deal but we were told a 75/75 internet speed was not offered except with an additional charge. After extending our service with Verizon, we located, on their website, a better deal with an upgrade to the 75/75 internet speed, which we just asked about. After alerting customer service of this better deal, they stated that they cannot match the price even if it is their website. We were instructed to purchase the bundle plan on the website and that would negate the prior service extension. Once the website purchase was made in the amount of $111.24, customer service was notified of this and provided the order number to make sure that everything was the same in their system. The agent stated that the package was $144, not $111.24 as indicated on the site. He also stated that there was nothing he can do because he had no clue what was on his site and are independent of one another! Even with proof, being a snap shot of the computer screen displaying this package price of $111.24, the representative made very clear that he would not match it, or attempt to do so. He then said it was a website problem and to speak with e service. Upon doing that, e service stated that this type of issue is a Verizon problem and not a technical issue of the website. E service, was apologetic and helpful but the issue still remained and had to deal with another Verizon representative. The lack of knowledge and differing information provided to us by customer service was not only frustrating but heavily time consuming. Not one Verizon customer service representative was competent in dealing with this matter. We are currently waiting to hear back from a supervisor who will try to get us back the original pricing, but no guarantee.
Dealing with Verizon has been an ongoing issue since we first signed up with them, from incorrect billing, incompetent customer service, and a lack of concern for customer satisfaction. Unfortunately, we feel like we are stuck.

Very bad customer service. they held an order till I contacted them after 4 calls verifying my info I still got an e-mail saying they were canceling my order. 3 people said the order was released,1sounded like they didn't care and one sent me into a press this button system I couldn't get out of. Their business account online system says their open from 8am to 8pm local time but it's mountain time.

Review: My husband called Verizon FIOS 10 days ago to ask about new service ( internet, phone, cable) . Our neighbors across the street and directly to our left both have Verizon FIOS. The salesperson looked at a map and said there is a line running through the road directly in front of our house. The people across the street and to the right of our home are Foster, RI [redacted]and part of our property is in RI and part in CT, we have a CT zipcode. We called a total of 7 times, spoke with 3 [redacted] and I filed a claim with the corporate office in NJ because we were promised a call back and no one has called us back about auditing our property ( we were told on 3 occasions someone would be out) . We were told by the initial salesperson that our property is eligible to be audited so that we can have service with Verizon and we tried multiple times to have someone come out to our property and this never happened. Each time I call, there are no notes about our issue and we have to explain our situation over and over again. We are so in shock by this lack of respect and customer service. All we are trying to do is set up new service and we have been lied to and treated terribly. Our escalated claim number is [redacted]. I called at 9am on March [redacted]because I never heard back from the NJ corporate office and was told I would receive a call no later than Monday, March [redacted]. How do you run a business this way?Desired Settlement: AUDIT our PROPERTY and CALL US BACK.

Business

Response:

We do not handle the CT area where the customer lives. Messages were left for the customer. Case closed

Consumer

Response:

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

Our property is 1/2 in Rhode Island and 1/2 in Connecticut. We were instructed by a VERIZON SALES REPRESENTATIVE that our property COULD BE AND WOULD BE AUDITIED for service due to our neighbors directly across the street and to the left of our house having VERIZON as their carrier. The VERIZON SALES REPRESENTATIVE PULLED UP A SATELLITE PICTURE OF OUR HOUSE AND SAID THERE IS A VERIZON LINE RUNNING IN THE MIDDLE OF THE ROAD DIRECTLY IN FRONT OF OUR HOUSE. We have a CT zip code, but our home is on a RI road! Your service is TERRIBLE

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

Sincerely,

Business

Response:

spoke to [redacted] at 4:20pm today on her cell phone. I explained that unfortunately regardless of how close she is to the FiOS capable Rhode Island border E911 and tax records would have her settled in a Connecticut community for which Verizon doesn't service. She appreciated that explanation. She was led to believe we could do a survey and try and get her the service. Because she didnt have an active account for notes and no follow thru on the sales reps part it did lead to a rather frustrating process for her with each subsequent call to us.

thanks

Consumer

Response:

[redacted]

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 signed up for Verizon Fios Internet when I moved into my new home. I signed up directly with Veriozon Fios on the phone and was lied to about being able to use my corporate discount. I was given the choice to go month to month (at a higher fee) or sign a 2 year contract. I chose month to month because of my location in the mountains and I wasn't sure how the service would be. Later I negotiated a lower fee because I was going to cancel and go with a cheaper provider. I never agreed to a contract and months later on 12/*/14 I decided to cancel and had a very horrible experience dealing with Verizon.They said I would be charged an early termination fee because I had a contract. I talked to a supervisor ([redacted]) who said they didn't have anything in writing, but probably had a voice recording of me agreeing to a contract. He said we would call me by 12/**/14 with the recording. He never called. On 1/*/15 I talked to[redacted] who was very rude and when I asked for a supervisor he told me there were non available and that someone would call me back in 2 days.I called another agent and asked for a supervisor and talked to [redacted]. She said they couldn't find any voice recordings or emails of me agreeing to a 2 year contract but would not take the $120.00 early termination fee off my bill. I spent 5 hours of being passed to different departments and was lied to and treated very poorly. I do not want this to effect my credit so I just paid today after hanging up with [redacted] from Verizon. This company lied and cheated me out of my money.Desired Settlement: I would like a refund of $120.00 for the false early termination fee.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted]established FiOS Internet 3/1M as a month to month account on 3/**/2013 at$64.99. [redacted] spoke with a Verizon representative on 4/**/2014 torenegotiate service. An order was placed to upgrade Internet to 15/5M with a 24month contract. Verizon records indicate an email confirmation wassent to [redacted] with the monthly rate and 24 month serviceagreement terms. Customers subscribing to Data service with a 24 month contractto receive a discount of $15 off of the current $74.99 (month to month) rate. On 12/*/2014 an order was placed terminating theservice with 17 months remaining in the contract. Therefore based on ourinvestigation the ETF is a valid charge. This information has been explained to [redacted]. Verizon apologies for the inappropriate treatment[redacted] received when attempting to address concerns. Verizon regrets theinconvenience this has caused and trust that this information will assist youin closing this complaint. Sincerely, [redacted]###-###-#### EXT [redacted]

Consumer

Response:

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

Sincerely,

Review: To whom to it may concern,

I am writing this letter regarding the billing issues we have been dealing with from Verizon Communications. On July of last year, we contacted Verizon and asked them if they could provide us with a deal if we continued internet, phone, and TV service them. They ended up providing us with an acceptable deal, which was $74.99 a month plus taxes a month. We agreed and they stated we would be signing a 2 year contract extension, which we agreed to and did over the phone. They did not however, provide anything in writing to us. Ever since then, till today we have been having to call in each month and speak with someone because we keep receiving a bill with a MUCH higher amount than we originally agreed to. Every month we are told something different by each 'agent' we speak with.... As if that wasn't enough. This month we called them and asked to get this corrected once and for all. We were given the runaround and eventually were told that we were never 'granted' that deal and they would not honor the price that they gave us and we agreed to .

We were never informed of any of this upfront and this is terrible customer service. We are very unhappy with their service and will never do business again with a company that does not take care of their customers nor strive to retain them if this is not resolved.

Sincerely, [redacted]Desired Settlement: Correct the bill error and honor the price we agreed to.

Business

Response:

[redacted] Our investigation concludes; [redacted] called inJuly*, 2014 to renegotiate the Triple Play bundle as order [redacted]. Verizon research reveals the Triple Playbilled at $94.99. As a resolution to the complaint, a $20 discounthas been added for 24 months to bring the bundle price back down to $74.99throughout the bundle term. Verizon also applied manual credit for the 7 monthsthe bundle billed without the $20 discount, totaling $101.98 which is $140 minus38.02 in credits applied by previous reps. to reflect on the new billstatement. This information was provided to [redacted] son of [redacted] whom responded to the email that was sent to [redacted] and he is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted]Verizon SW Executive Relations###-###-#### EXT [redacted]

Consumer

Response:

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

Sincerely,

Review: I had a two year contract which expired 4/**. I called to renew and they quoted a price of approx. 138.00. When I received my bill it was $258.00. I called to complain and what they try to explain made no sense to me. They even have a charge for requesting change in service which I don't believe has anything to do with a renewal. It went from someone quoting 138.00 to $183.93 and finally I settled for $152.78. I need the service. I just wish they would have better explanation of charges and would be more consistent. I think the bill should be the same every month, unless you purchase something during the month. These cable companies need to provide more consistent monthly bills with explanations that make sense to the consumer!!!Desired Settlement: REFUND OF $100.00 OR CREDIT TO ACCOUNT FOR CHARGES NOT CLEARLY EXPLAINED. WENT FROM PAYING 150.83 TO $258.51???????

Business

Response:

On 6/*/15, the company spoke with the customer regarding her bill. Credits have been applied and the customer was advised her bill should be about $152.78. The customer 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: I was charged $137 fee for the "one activity fee". Such a fee is unreasonable.

I was request to start the Internet service around the middle of this July. The required devices were arrived at my house at the end of the July and I tried to install them by myself. However, I found that there was no Verizon box in my house which means that the Verizon service is not ready in my address. I called the customer service and one representative told me that one technician would come and fix the problem for free. The technician came to my house on August [redacted] and connected something outside of my house. Then, the problem was addressed and I installed these devices and activated the Internet service. The technician did not tell me what would be charged nor asked to sign anything.

However, I was charged $137 for the visit of the technician. I tried to chat the Verizon representative online. Two representatives said it should be charged and they cannot tell me the reason why I was charged such a fee.

I believe that the $137 is not reasonable because of the following reasons:

1. the Verizon should make my house ready for the service for free.

2. I installed all the devices by myself.

3. if the visit of the technician is not free. he should told me what was charged when we met and asked to sign the document.Desired Settlement: The Verizon should discharge $137 fee for me.

Business

Response:

Verizon reviewed [redacted] concerns and his account. Verizon's Customer Service Escalation team representative spoke with [redacted] on 09/[redacted]15 and discussed the disputed charges. Verizon's Customer Service Escalation team representative credited the disputed charges. [redacted] was satisfied.We trust this information will help to resolve [redacted] concerns.

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 cancelled services with Verizon Fios on June *, 2015. I had already paid for a full month and cancelled half way through the month so Verizon owed me $68, which I received in October 2015. On November *, 2015 Verizon Fios took 68.66 out of my checking account for no reason. I have attempted to call and resolve this issue within Verizon but their system is not showing them taking any money out of my account. I have also faxed them my bank statement showing them the withdraw they did. I still have yet to get this resolved with them.Desired Settlement: I would like them to give me my $68.33 back.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon’s records indicate that [redacted] disconnected account number [redacted] on 6/*/15. She received a final bill with a credit balance of $68.66 which was refunded on 9/**/15. A review of [redacted] s account does not reflect an additional payment of $68.66 applied to the account number [redacted] referenced above on 11/*/15. [redacted] states she will submit the dispute through her banking institution to have the draft reversed. Verizon will follow up with [redacted] on the outcome. We regret any inconvenience this may have caused. We trust this information will assist you in closing this case. Lupe Verizon SW Executive Relations Tell us why here...

Consumer

Response:

Although I still have not received the refund from my bank because the bank has allowed up to 10 days for the transaction to be reversed/reviewed, 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: Monopoly cable and teleco ISPs think they are fooling us. Your not fooling anyone Verizon Communications with your push to require [redacted] to pay interconnection fees. Exempting your data caps from your services or creating bottlenecks on your network and claiming congestion is to blame for slow [redacted] delivery speeds is not acceptable. Verizon and other ISPs had the opportunity a few years ago to join [redacted]'s new [redacted] or [redacted] and chose not to. Meanwhile in Europe many European ISPs have joined [redacted]

Then you force [redacted] to pay for peering. This is wrong and double dipping. Stop the double dipping. [redacted] has to pass on the costs to its subscribers. If you are going to charge interconnection then don't charge Internet connection or access fees to subscribers to get online. Your broadband network is defective if it does not allow me to utilize it legally as I see fit.Desired Settlement: Verizon Communications needs to change its business practices to comply with Network Neutrality and stop forcing web companies to pay interconnection fees they need not pay. Also stop the artificial scarcity and bottlenecks.

Business

Response:

[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] states [redacted] companies should not charge

[redacted] for internet connection.

Our

investigation is as follows; with respect to Verizon's FiOS service, Verizon

treats the Internet traffic traveling over our broadband networks equally, and

does nothing to slow down or degrade traffic coming from any Internet provider

over our broadband networks. Our policy

is to provide every Verizon FiOS customer with full access to the legal

content, applications, and services of their choice, regardless of source.

September **, 2014, I spoke with

[redacted] and the above information was provided to him.

We apologize for any inconvenience [redacted] has experienced as a result of the

above matter. We trust that this information will assist you in closing this

complaint.

Sincerely,

Review: I had Verizon triple play land line Internet and fios for one year. After receiving my my first bill I called customer service as my last name was spelled incorrectly, they spelled in [redacted] instead of [redacted]. Seems like an easy correction but apparently not for Verizon. During my 1 year of service I continued to call about the incorrect spelling with each monthly bill. After 1 year I terminated the service and when I returned the equipment I again requested that my name be corrected on the account. The settling of accounts left me with a credit of $95.31. When I received the statement with this refund information my name was STILL spelled incorrectly. I knew that I would not be able to cash the check for the refund as my name would be incorrect. I called immediately and told, once again, that it was corrected. FOUR months later no check and more statements with the incorrect spelling. After speaking with [redacted] and [redacted] from financial services [redacted] assuring me that my check was being manually released with the correct name. On November **, 2014 I received the check WITH THE WRONG spelling. This morning, 11/**/14, I called again and spoke to [redacted]. She told me that she could not help me because the account is closed and I would have to speak to FInancial services, [redacted] & [redacted]'s department. It is a vicious circle with zero results. Is this a deliberate maneuver to avoid paying refunds? Maybe an investigation needs to be started into closed accounts and refunds.Desired Settlement: I would like my refund check to be issued with the CORRECT spelling of my name [redacted].

Business

Response:

A voice mail was left by [redacted] in our Collections group advising the customer that the check has been issued in the correct name of [redacted]. The check will be there in 5-7 business days. The customer has [redacted]'s number to call back should they have any further questions. Case closed.

Review: I try to discount my internet account due to increase of fees on or about Nov. [redacted], 2014 with Verizon. My account was a per month basis without contract. I called to let them know I could not afford their 8 dollar a month increase from 66 to 73 or 74.00 dollars a month. The rep [redacted] kept trying to ups-sale me on services I did not need, want or could afford. I told her this over and over no I don't want it, cannot afford it. She then offered a 5 discount which I thought I was agreeing too. I was told that they were going to discount my account by 5 dollars. Instead when coming home that evening I was sent an email conforming an order of upgrade of internet services that I said I did not want. she changed my account to an upgraded service of speed 25/25 and gave me a higher bill than than the 8 dollar increase that I was already receiving after saying over and over I did not need, want or could afford. When I called and told them I would not and did not agree to a change of speed and higher bill they disregarded my concerns and statement of fact. I told them to cancel the order and they refused. They told me it was already in place but at that time per Verizon and other sites speed test it was not so. After many calls, many hours of trying to resolve the situation that evening on the ** or so they agreed to discount me 75.00 because they could not or would not put me back to my prior account or speed of 20/5. A day or two later I then called Verizon to cancel my service for Dec. [redacted], 2014 without being told, thinking, assuming that I was on any kind of plan. Soon after Nov. [redacted] I received two back to back letters stating my request of services have been denied per upgrading my account to 25/25. The service I never requested and then told in letter twice that was denied. Soon after that I received a new router in mail per this service that I never asked for and was denied twice. Today, 12/**/2014 I called Verizon back to change termination date to 1/**/2015. It was at that time I was told that I had no termination date but a notation per a rep name [redacted] of that date given. [redacted] wanted to know why I was leaving and what can they do. I said there is nothing that can be done and countless times I stated that I did not want their services but discount on the 1/**/15. He offered a 59 dollars or some amount along those lines and I said no. He said he would call me back to confirm discount. When he did call back today to confirm he threaten me with early penalties per a contract. I told him I have never had a contract or not one in years. I told him no one ever said I had a contract till him. I said this was wrong and I want out of Verizon. I told him I have not been in a contract in years. I then asked for his supervisor and was then told by her that I have a contract . I told her if I was under a contract why have I been paying the highest rate for internet month over month? Why would I want a higher bill after many calls telling you I cannot afford the 8 dollar increase so how do I afford the 10 plus increase and then even higher? She then said they have discounted me 15 dollars a month. If I never called on the NOV ** I would still have my old speed and an 8 dollar increase without contract. I asked for a supervisor and told I was under contract and that I had a 15 dollar discount. I told her that Verizon must have again changed my account because I have never agreed to a contract, havent heard that I was under one till now and without my permission. I told her I was not under contract wanted no contract and you cannot just put me in one or constantly change my account again without my authorization. So, now I am looking at a company who is trying to hold me hostage, lied to me, changed my account not once but twice without my permission. I have told them on every call that I did not want this service, cannot afford this service on the [redacted] of Nov. up till my last calls today. I am a [redacted] victim with bad [redacted] and cannot afford their services. Why would I tell this to them on the [redacted] of Nov and then they tell me that I agreed to such terms, higher than the discount of 5 dollars they promised me. Instead of putting my account back the way it was they refused. I fear that they will now after threatening to hang me with penalties that I never agreed too, cannot pay and will further damage my credit. All I tried to do was get a discount or discount on an ever increasing bill that I have told me over and over I cannot afford. I have tried calling back to get this mess straighten out and be able to disconnect without issues. I then called back same day, today 12/**/2014 to try straighten this mess out and spoke with [redacted]. I got no where, asked for supervisor and got [redacted]. I explained but fell on deaf ears. I told her I never entered into any contract and could not afford the initial increase and have said over and over that I don't want an account change, never authorized one and wanted to simply leave without issue. Again, fell on deaf ears. Verizon does not care, doesn't listen, and will not let me without damaging me and my credit based upon a change of service I said to the very first rep that I cannot afford. I was told today I had a contract. If I wanted a contract I could get one with their competitor a lot cheaper. I feel that they are retaliating against me because they have a [redacted] complaint and that I make no bones that I do not like there company. I have never to my knowledge that I never wanted, cannot afford, told them over and over again that I could not from day one till today. I did not agree to any account changes and should not be penalized. I want to simply terminate my account due to their fraud , never asked for it, and cannot afford it. I was also told by their rep [redacted] today that he would send me an email per my termination date and still I have yet to receive it and that was 6 hours or so again at this time of writing. No one will send me a discount notice because they won't allow me to without threats and monetary damages that I am not responsible per their hard sale of trying to upgrade after telling them over and over I cannot afford it. I was never asked to enter into any contract. I was told that I was in one as of today 12/**/2014. I never wanted and cannot afford these serves at 72 dollar increase so how can I at 75 or higher? I cannot! On top of that I was sent two notices of denial of upgrade and then they send me a router without my knowledge until it arrived. They refuse to acknowledge, me, my situation and their warranted mistakes or vindictiveness. They changed my account without my wanting, disregard my first cut off date of Dec. **, 2015, and still have yet to see the confirmation of disconnect on the [redacted] of Jan. 2015. Please excuse me writing I am a [redacted] victim and have issues with language skills. I feel that I was forced off our my service because my speed is no longer offered by Verizon anymore and they want to migrate to their new speed or network. This is not an issue of buyers remorse or changing my mind. This is an issue where Verizon and its people do not care when someone tells them they do not want an upgrade, and really cannot afford it. Why would I agree to something that gives me no real additional services that I want or need and cost me much more where I really don't have the money ? My income is under the federal guideline per poverty and they won't listen as they do whatever they want at my expense. There is no help, no reasoning and it is having a profound affect upon me and my heath....I just want out of there clutches. I don't want to do business with anyone who operates in this manner. I do not trust this company at all. I have two letters that denied me this upgrade and therefore I expect it not to continue as it should have never begun. I already have 2 complaints with the [redacted] per this matter. I will be calling my [redacted]'s office, Senators, and making complaints with the [redacted]'s office and the [redacted] or whoever regulates them in the Commonwealth of **. I am also prepared to write letters to their board of directors, and institutional shareholders of them trying to take advantage of someone who cannot not afford their services and refusing to them go without any ramifications as there should not be any. I have been a good paying customer and know when I cannot afford a services and I cannot afford them and nor after this upsetting ordeal would want their their services if I could...This is wrong on so many levels and no one will not make a wrong right in this company. If I was 66 a month and was increased 8 dollars to 74 dollars a month, please tell me how does a contract for 24 months help me where the speed is not needed, beneficial and would cost me more? I would never agree to such when telling them I cannot afford their services now. And if I could, how does their offer is advantageous to me? It is not simply per need, cost and affordability or lack there off.Desired Settlement: Allow to me to send back their unsolicited router back to them as planned as they have already sent me the box for its return. Honor their two letters that have denied me of such services and let me peacefully disconnect on the [redacted] of January without monetary penalties because I have said I did not want it, can't afford it and never entered a legal contract with them. At no time I have authorized them to change my service other than what I thought was to be a 5 dollar discount of a bill that I paid for at 66 and some change without contract that was to be an increase of 72 a month without a contract. How does it make sense to enter into a contract at 75 for 24 months and higher 12 months later if I am paying less than that at 72 with the 8 dollar increase irregardless of the 5 dollar discount that they lied about. I just want out without damaging me further per my credit and my growing health concerns due to them and other financial burdens that are already overwhelming. I should be able to terminate like anyone else without a contract and pay my additional 5 day service and that is it with the return of their equipment. Please help.

Business

Response:

I am in the process of investigating the complaint received for [redacted] which is due on 1/**/2015. In order to complete my investigation and ensure the issue is resolved, I would like an extension until 1/**/2015 to allow further investigation by our complaint resolution investigation teams. If I do not hear from you, I will assume this new date is acceptable. Thank you, [redacted]

Review: This is for my Verizon Fios bill im sorry if I filed it under the wrong complant area but I am on [redacted] right now and internet is very slow.I set my billing up for automatic payment before I left on [redacted] 4 months ago, I also got a new bank card before I left and made sure to call Verizon Fios to change my billing information. My wife confirmed this over the phone with fios today. For some reason they did not take out my payments and I am now stuck with a bill of $590 while I am out to sea here in the [redacted].Desired Settlement: I would like to get at least all the fine charges given back that I have to pay. I have no problem with paying off the monthly bill because my wife and son have been using the internet and cable while I am gone on [redacted]. The best way to get a hold of me is through the e mail I have left or you can call my wife who has a full power of attorney while I am gone. [redacted] ###-###-####

Business

Response:

Please be advised a Verizon Financial Services Specialist spoke to [redacted] January**, 2015 to review the account. She was able to confirm with [redacted] that she has two payments scheduled on Verizon.com. She stated that once the last payment is made she is requesting the account to be closed due to the error with auto pay. [redacted] made reference that auto pay removing was our error and now they have to pay this large balance. We explained that the account was charges one late fee of $0.45 in which was credited off all other charges are for services rendered. [redacted] feels it was Verizon error for not notifying them regarding the account balance. It was explained an email was sent out reporting the account being removed from auto pay on 11/**/2014 as well as bill notification have been sent advising the balances due. [redacted] confirmed the address emails were sent to was her email; however uses her work email. [redacted] did not want to set auto pay back on the account as intending to cancel services. She also requested to have paper bills sent out, removed paperless billing and confirmed billing address: [redacted]. We trust this provides your office with the information required in this matter. Thank you, [redacted]

Review: I would like to file a complaint against Verizon Fios. They sent their Sales reps to my neighborhood to push cable and internet door to door. After multiple disruptions I advised them I would not be willing to switch unless it was cheaper than my [redacted] Service. The Fio rep told me he could sign me up for cable and internet at a monthly rate of $99.00 the same as I was paying with [redacted]. I advised I was happy with my [redacted] service and for the same rate there would be no incentive to change. We got to discussing that I had 6 TV's in the home and only 2 were connected to [redacted] as cable needed to be run. The sales rep offered to have all 6 hooked up on Fios with out addition fees. When that wasn't enough to win my business he also threw in a "FREE" ipad. Needless to say I am not suck in a contract I can't get out of with Fios. I was charged 80 per TV to have service installed. I did not receive a free ipad and I have a cable service that does not meet my needs. I have spent 1-2 hours a week on the phone with Verizon regarding installations fees that need to be waived and incorrect bills since signing up. Once resolved I then spent a few more hours the following week when I received my ipad promotion and found out the ipad was not in fact free. I was offered $150.00 credit toward the tablet of my choice. I was also obligated to sign it up for a $10.00 monthly service on a 2 year agreement. Upon calling Fio to cancel my contract and return to [redacted] I was told by both customer service and management that a $360.00 termination fee would apply. Fio only allows 14 days for you to cancel without penalty. It took more than 14 days for me to get my account adjusted....Over and over I received the same patter from every customer service rep and manager...: I apologize but I was not privy to the conversation you had with the rep in your home". Apparently Verizon will hire and train these sales reps to go door to door and push their service yet refuses to take any responsibility for their employees actions

Product_Or_Service: Verizon Fios Cable and InternetDesired Settlement: DesiredSettlementID: Other (requires explanation)

I WOULD LIKE TO BE RELEASED FROM MY CONTRACT WITH NO EARLY TERMINATION FEE

Business

Response:

Verizon contacted the customer who stated that all credits hadbeen issued, billing is now correct, and service was working to her satisfaction.The customer stated that she wanted to terminate the service without beingbilled an early termination fee. It was explained that her request to terminateservice was well beyond the grace period provided for cancellation and becauseall credits had been issued, billing is correct, and service is working, theearly termination fee would not be waived. The terms and conditions pertainingto the free ipad were explained and reviewed.

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 Verizon Fios offers 14 days to withdrawal from the terms and conditions of the contract. Most of these items came to fruition after that time frame. In speaking with the Fios agent today it was explained to me that Fios sales reps are hired by use of a third party vendor. I am frustrated that Verizon does not take responsibility for the lies these rep tell and is now holding me responsible to pay for a service I don't like with customer service that is less than satisfactory.

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

Sincerely,

Business

Response:

Verizon sustains its original response. Credit of $215.54was issued on 1/**/15 to cover activation fees. The customer was billed $139.97in activation fees and the credit exceeded the amount billed. No more credit is to be givenand the early termination fee will not be waived.Verizon contacted the customer who stated that all creditshad been issued, billing is now correct, and service was working to hersatisfaction. The customer stated that she wanted to terminate the servicewithout being billed an early termination fee. It was explained that herrequest to terminate service was well beyond the grace period provided forcancellation and because all credits had been issued, billing is correct, andservice is working, the early termination fee would not be waived. The terms andconditions pertaining to the free ipad were explained and reviewed.

Review: During the two horrible months I had Verizon FIOS, I had nothing but problems and rude service. After calling technical support who couldn't solve my problem, I told him I was going to cancel and he said OK. Then when I went to cancel the bill the woman I spoke with wanted to charge me a cancellation fee and make me pay for the 2 months of service where FIOS didn't even work. She was then supposed to send me the "audio recording" she had of my initial conversation when I ordered the service. INSTEAD she sent the bill to collections, which is ruining my credit and I never heard from her again. This is very unprofessional and unfair. If this issue is not resolved within the next week I will be spreading this disaster all over every social media site and government site, so FIOS can no longer rob people. Businesses like VERIZON need to be stopped.Desired Settlement: I would like this bill removed from collections and the fees waived for unprofessional and broken service.

Business

Response:

According to record, a billing representative contacted the customer on February**, 2015 to address the complaint. Upon contact, the representative explained credit of $496.06 was issued on October*, 2014 for the unreturned equipment charge and on October*, 2014 credit of $230.00 was issued for the early termination fee. The remaining balance of $245.40 are for services provided from June** through August**, 2014. Additionally, the customer was informed Verizon has no record of reported service issues and/or outages. The remaining charges of $245.40 are valid.

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 am unsure why their system doesn't show my phone call complaints. The last time I called Verizon, they had no problem finding my previous calls. They even tell me every time I call that my conversation is being recorded; when I ask for the recording they never send it. Now, the recordings and notes suddenly disappear? I called the "representative" from Verizon back, but she was out of the office. I explained I work from [redacted] to [redacted] and would like to be called outside of those hours on her voicemail. [redacted] from Verizon still called my phone during work hours (AFTER I ASKED HER NOT TO) and left a voicemail that she is only available until[redacted]. I shouldn't have to pay for service charges when the service provided was unstable. The TV connection cut out every show so it was annoying to even watch a television. The internet was slow and would shut down for no reason at times.

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:

Verizon stopped communicating through Revdex.com and starting sending me personal emails-they also called me several times during a time period I told them I was unavailable and specifically asked them not to contact me while I am at work. (more reasons why they are a corrupt business) I informed them I will get them a copy of my phone bill to show my calls since their system is faulty. I am also requesting a copy of their database data where they are querying their information of phone calls. My sister is a qualified/certified/has a BS in CS-computer programmer who is capable of debugging their faulty system, since they are not capable of doing so.

Thank you[redacted]

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

Sincerely,

Business

Response:

Per the customer's request, Verizon has submitted call contacts to the customer via email. Please see documents attached. Verizon's position remains the same, all charges are valid.

Review: I haven't had phone service for about 3 weeks. The box Verizon needs to repair is reachable only through a locked gate belonging to another building. I don't have the contact information for the manager of the building. There was a problem with snow at the start, but it has melted in the intervening weeks. I understand that Verizon is having problems getting in to repair the line, but now they have put the issue "on hold" meaning, as for as I can make out, that they have simply given up trying to repair the line. They haven't stopped charging me for it, however.Desired Settlement: Working phone line

Business

Response:

We left 2 voice mails for the customer to confirm that service was working their satisfaction. The ticket was closed out by the technician on 3/** as they said everything tested ok. The customer may call us directly should they have any further issues. Thanks

Review: I was told that if I paid all of my past due amount my internet DSL service would be restored by 3/**/15 I called 4/* and they said no port available.

I paid all of my past due amount as instructed so that I could have my services restored. They assured me if I paid first $120.08 I would have them restored, which I paid on 3/**/15. Then they insisted I pay 109.00 that was past due so I paid that on 3/**/15 they guaranteed my DSL service would be restored by 3/**/15 for account [redacted]. I called on 4/*/15 and was informed that the Internet could not be restored because there was no port available. I was never informed prior to all these payments that the Internet may have issues being restored. When I asked him for my credit from the disconnect he said the check for the credit could only go out to me with the billing cycle a full month later. They should issue an instantaneous credit. Their customer service representatives are horrible and just put you on long holds hoping the problem will go away. I will never use Verizon for anything ever again. When I mentioned I would be reporting them to the Revdex.com they hung up on me.Desired Settlement: I would like an apology for being led to believe my services would be restored and being treated so badly by their company's account representatives. I would also like a prompt refund for my credit of $109 and any charges incurred during the time I had no internet available.

Business

Response:

This customer's location is no longer available for DSL. The message states that the central office serving this location is not equipped to provide DSL & that is the info that was already given to the customer. So unfortunately the customer can no longer have DSL. I'm not sure what refund the customer is referring to because I don't show a credit balance anywhere. Unless she thinks there will be a credit balance once the final bill prints. That is a possibility but we'll have to wait until the final bill goes in to print to know for sure. I left a voice mail on number ###-###-#### advising that I would follow up the final bill & if there is a credit balance I will make sure she gets the refund right away. Closed

Review: A Verizon sales person came to my door selling verizon services. I had [redacted] at $55 per month and told them I wasn't interested in any of his services--we don't watch tv and we are happy with our phone provider. The salesman--[redacted] or [redacted]--said that he would waive the activation fee and equipment fees if I signed up right there that second. I talked to him for a long time before agreeing. The only reason I switched over was because it was going to be completely seamless--we would pay an extra $8 a month, and our service would be "3x faster" ---also a lie BTW, and that would be that.

I just received my first bill and I am paying not only an activation fee, but I have to rent the modem at 7.99 per month--all of which this salesman said would be waived.

I called Verizon on 4/** to point out their mistake, and the operator told me that she could not remove it. I asked to speak with her supervisor. They put me on hold for 30 minutes of silence, then a 15 minute music hold, then I sat while the phone rang for another 10 minutes. When I reached the supervisor she said they could not remove it because there was no "notation" on my account.

So the salesman completely lied to me to get me to switch accounts, and now these jerks at customer service are sticking me with the bill for his lies. This is a 69.99 activation fee and a 7.99 wWireless Router rental (that one I am supposed to pay every month).Desired Settlement: I want the 69.99 removed from my bill immediately.

I want the 7.99 removed from my bill immediately and permanantly.

I want $20 for the hour I lost talking to those to lousy Customer Service Agents, and another $20 for the hour I lost to the lying salesman.

I work from home and my time is valuable. I do not have time for this.

Business

Response:

An order confirmation was emailed to the customer listing both the Activation Fee and monthly router fee. The Activation Fee of $69.99 can be found under the section "What to Expect on Your 04/**/15 Bill". The $7.99 monthly Wireless Router charge can be found under the "Estimated Monthly Charges" section.The supervisor of the sales representative for this customer has advised that he quoted her a price ofapproximately $65.00 a month for internet service for Fios 25/25, router and taxes. The sales representative also stated that he told the customer that he would waived the $79.99 installation fee but there would be an activation fee.

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:

Because that is not what the salesman said. So basically you have a company (verizon) who is sending their salespeople door to door (which is very aggressive marketing in my opinion) and then saying whatever they want to make the sale, and the company (Verizon) then goes on to do and say whatever they want because the customer (me) trusted what the salesman said. THE ONLY REASON I SWITCHED WAS BECAUSE IT WOULD NOT COST EXTRA TO DO SO. Nobody is understanding this. I WOULD NOT have switched if I had to pay extra money, because I feel that getting my business should be enough for a company. I shouldn't have to pay them money so I can pay them money. That's the giant Big Corporate BS they want you to believe. The ONLY WAY the salesman could get my business is to lie to me, and now Verizon is backing up that lie.They are saying "oh but we mailed you information"---I DIDN'T THINK THAT APPLIED TO MY PURCHASE BECAUSE YOUR SALESMAN ACTUALLY TOLD ME HE "WOULD FIX IT IN MY ACCOUNT WHEN HE GOT BACK TO THE OFFICE". How on earth is a customer to know if they are being lied to? Is this my fault? Or is it Verizon allowing their employees to lie, just to get a sale?Everyone everyone told me that Verizon is the worst company to do business with, and I completely understand why now. So, NO, MY COMPLAINT HAS NOT BEEN RESOLVED.

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

Sincerely,

Business

Response:

After further review, Verizon's original response remains unchanged. The order confirmation email reflects all charges related to the order and installation of service. The customer had 14 days to dispute or cancel.

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 Ansi wer Here] I did dispute within 14 days. I disputed as soon as I realized I was being charged for something that I had not agreed to. I spoke with a number of Representatives, and then filed a complaint with the Revdex.com. Within 14 days.Verizon is actually sending salesmen out who are lying to customers to get the business. I don't understand how this is ok, or how you fight an outrageous business practice like This.I guess you look for court cases to jump on board with? These are predatory business procedures, so definitely illegal. What would be next steps?

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

Sincerely,

Review: In december 2014 I signed a two year contract with Verizon and was promised a three year price guarantee. I was sent a confirmation E mail from Verizon with the charges for month *, months *-** and **-**. They raised the price by 6 dollars a month in april after 4 months. I called to complain and Verizon states that the price guarantee does not cover equipment. That was not in any of the ads I viewed online or anything I was sent by Verizon. I call and spoke to a supervisor named ** who stated that the Email I received was only an estimate.Desired Settlement: lower price to 6 to agreed amount.

Business

Response:

[redacted] was advised that Verizon's contract terms does not include the rate of our equipment or premium channels & that those rates are subject to change at any time with notification. Our ad does state that the contract terms excludes equipment & premium channels.

Consumer

Response:

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

[The advertisement was in Veriizon Website which said nothing about cable boxes not being included. see the attached screenshot This is what I responded to on verizon website. I was sent sent a email from verizon confirming the prices for month1 1, months 2-24 and month 25-36. The price included equipment charges. Verizon now states that this was only an estimate. The email says nothing about it being an estimate. I can fax a copy of email if needed.

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

Sincerely,

Business

Response:

[redacted] was again advised of the terms of service and regarding set top boxes are subject to price change.

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:

[Verizon sent me a confirmation e mail advising me the price would be 215.98 for months 1-24 and then increase to 237.98 for month 25-36. The price is 159.99 for triple play, 45.99 for equipment and 32.00 for premium quantum service. There is also a discount of 22.00 for 24 months. That adds up to 215.98. Verizon now states that this e mail is only an estimate. I should have read the terms of service. The email says nothing about it only being an estimate. It is very specific about Pricing and Promos for the 36 month period that I was promised price protection. They also state that premium channels are not included in the price protection evan thought they are part of my triple play package that includes premium channels. The sales person I felt with stated nothing about equipment or premium channels not being covered by 3 year price guarantee

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

Sincerely,

Review: I am being billed for charges that were never discussed with me and over what I was promised as a monthly bill

Last month I decided to upgreade my Fios Tv and internet and discussed with the verison rep on the phone what exactly my bill was going to be every month and I stressed the pointh that I did not want to pay any higher than the agreed upon price.

When I recieved my first bill I expected to pay the extra $20-30 increase that was promised over the phone (although it was a partial month bill so maybe even expected a little bit less).

I was shocked to see that my bill had gone up an additional $100 from what I was paying previously. I immediately felt like I had gotten the old "bait and switch" tactic bestowned upon me and couldn't believe after how much I stressed to the rep on my initial conversation that I was being charged for a laundry list of items that were never mentioned to me.

I called in after recieving my ridiculously overcharged bill, and spoke to another customer service rep who explained to me what all the extra charges came from which were credits and debits and prorations (which none made any sense) from previous service and new service that somehow added up to over 70$ more than my promised bill. Had this been mentioned to me I would have never upgraded my service. I would go even further and say that I was lied to in order for Verizon to sell a service upgrade. Now all they have done to resolve is say "Im sorry nobody told you about those charges."

In my opinion this is fraunulent business practice for Verizon to allow this to continue as after reading many other postings related to the same issue it seems to be happening every day.Desired Settlement: I would like my bill adjusted to the agreed upon monthly payment which I expected to be $170 or less plus a credit for my time and aggravation dealing with this issue

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Customer upgraded account/FIOS TV and was billed $49.99 TV Equipment Upgrade Fee. Customer says that he wasn't made aware of fee and wasn't told that he would have prorated + days used charges on the following month's bill. The Equipment Upgrade Fee of $49.99 is a legitimate fee; however, since there aren't any notes advising that [redacted] was told of charge, we removed the upgrade Fee as a courtesy. Verizon went over current billing and he agrees with charges. [redacted] is billed $139.99 Bundle + $31.98 for Ultimate Entertainment Pack + $19.98 for 2 TV Equipment Package + $22 for FiOS Quantum TV - Enhanced Service - $31.98 for Fully Loaded Entertainment Discount thru Mar *, 2017 - $22 for FiOS TV Record & Store Service Credit thru Mar *, 2017 = $159.97 + taxes + VZ Wireless charges monthly. As a courtesy, Verizon adjusted the June Statement in the amount of $25. [redacted] understands and is satisfied with resolution. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW Executive Relations

Review: I have been going round and round for 2 weeks with Verizon on them charging me services and my contact. They said all was fixed, however. today happen:They have doubled charged me for services they told me they could provide and now they are saying they can't provide those services. They are supposed to continue providing e-mail services that I have had for 7 years after I turned off my house services, however, now after they doubled charged me they are saying they can't and have turned off all access to my e-mails without out warning. My e-mail services were not supposed to me affected but were and now they won't turn on my account to get my emails without charging me more money and running my credit.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I just need to get to my e-mails. Can't they just turn on my account enought so, I can print them or send them to another account. I have in the middle of buying a house, I have deliveries and my sons school record all on there. I need those e-mails!!!

Business

Response:

[redacted]Case [redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. [redacted] expressed concern regarding double billing of the VerizonYourDomain and the service is not working. According to our records, there were two orders submitted to add the VerizonYourDomain (aka Your Domain Service) which caused the customer to be billed $19.95 each for a total of $39.90.Unfortunately; we were unable to provide VerizonYourDomain to the customer since the [redacted] portal was not disconnected prior to the submission of the VerizonYourDomain order. An email was sent to the customer on June **, 2014 providing requirements for ordering VerizonYourDomain as well as how to remove the [redacted] portal prior to the with detailed instructions on what was needed. In addition, in order to retain the Verizon email address; the account must remain active. Our records reflect FiOS Data service was disconnected as requested on June **, 2015.We have issued credit for the $39.90 on the final account number: [redacted]. This will result in a refund check which will be sent to the customer after the final statement generates in approximately 1-2 billing cycles.We have attempted to reach the customer to provide the above resolution but have not been successful. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case.Sincerely,Laurene RSW Executive Relations

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 FULLY resolved because:

I disagree with your memo but can't prove it becuase you cut off my e-mails. I was told by 2 different Verizon employees everyting was done correctly. Morgan at Verizon even walked me through the entire processs. The only thing that has been solved is you refunding the double charges you charged me incorrectly with in the first place. I still have no e-mails.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[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: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy. I have/had an active account with you all for many years, YOU are the ones that closed it on accident. I am in the middle of buying a house and you are not running my credit. Then to suggest I use a friends address and open an account in their name is even crazier. If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished. You have had my money for over a month. Please just return my money you took for services you did not provide and apparently never could provide. [redacted]

Business

Response:

[redacted] Case [redacted] As the customer advised; there is already a new owner at her old address; a workaround was suggested. We offered to establish a new Data account at a different Verizon address in the customer’s name. Once this was complete Verizon would proceed with converting the data to VerizonYourDomain. Per our conversation on July **, 2015 with the customer, a new request has been submitted to expedite and reverse the two amounts of $21.27 back to the credit card via emit id [redacted]. The total amount of credit reversed was $42.54 cancelling the refund check initially submitted. This credit would reflect on the credit card within 1-3 business days. We apologize for any inconvenience this may have caused the customer. We trust this information will assist in finally closing out this case. Sincerely, Laurene R. SW Executive Relations