Verizon Communications

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: 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: I cancelled my service in April, my billing cycle was prepaid through the beginning of May. I was told I would be charged a prorated amount and would be credited for the difference. I was told I could walk the equipment to the nearest location or could be sent a prepaid label. After numerous attempts and phone calls, I was finally sent boxes to return equipment, but no label. Eventually, in July, wa told a label was t needs and could send directly from ups. Mailed equipment from [redacted] and am now getting collection notices for $90.66. Verizon won't take my calls and I don't know what the charge is for? Verizon owed me money!Desired Settlement: Remove the collection. Verizon had been paid and actually owed me a refund and equipment was returned and documented

Business

Response:

On 8/**/15, Verizon spoke with the customer and explained the billing. She now understands that she owes the$90.66. The account has not been credit reported and as of 8/**/15 removed from collections for 30days.

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: 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 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

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

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: 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 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 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

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.

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: 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 cancelled Verizon Fios service in August of 2015. I was told I box and return label would be shipped to me to send back the equipment (router and cable boxes). No box or return labels arrived and I've called several times to get those sent out, each time I call however they can't find my account based off of my phone number. Today I get a collection agency calling trying to collect for these cable boxes which I would happily return to Verizon if someone could just send me a damn box! The worst part is you have my information, before you send this to collections and ruin my credit for your error, why couldn't someone call me BEFORE that? I've called you guys 3-4 times trying to get this resolved.

I hate verizon with a passion and this is exactly why.Desired Settlement: Remove any durogatory remarks and send me a box so I can return your equipment like I've been trying to do for months now.

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. Records indicate account was finalized July **, 2015 for FiOS TV and Internet by [redacted] leaving an accrued balance in the amount of $237.27 of unpaid monthly charges. The order to disconnect services failed to send out return labels in order for customer to return equipment to Verizon. We are not showing any other phone calls to Verizon requesting RA Labels to be mailed. On December **, 2015 we were able to speak with [redacted] acknowledging his concerns and placed an order to have return labels mailed via [redacted]. The tracking number was provided to [redacted] on December **, 2015 with the scheduled delivery date of January *, 2016. On January *, 2016, we checked tracking and according to UPS website, package was delivered on January *, 2016. This same day we contacted [redacted] whom acknowledged receiving the Return Labels. Regarding collection activity, the past due amount of $237.27 is still owed to Verizon and does not include equipment fees. 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: Verizon has charged us and collected for Internet service that we did not receive or authorize. In fact, we had cancelled the internet within the first 30 days from the "bundle" Business package that included 2 business phone lines.

Totaling approx $600 over the last 6 months.

Prior to this finding, over the last month, we have spent HOURS and RESOURCES (employee time) trying to get our 2 Business phone lines to work -- which have not worked for 6 months either.

We have lost BUSINESS, TIME, MONEY, new clients were not able to leave voicemail - and our current clients are confused and angry that we haven't rec'd their voicemails!!!!

Every week we have spent HOURS trying to 1) get the phone lines fixed and 2) getting the billing fixed to reflect non-service!

So far, they have refused to have us speak to supervisors or managers. We have been handed to different departments and have had to reexplain our situation. It is obvious they are exhausting our time and resources, and ability to run our business!Desired Settlement: Billing Adjustments AND Phone lines FIXED (they are STILL not working properly)

Refund our money for internet, and confirm and process refund for our phone issues.

Business

Response:

On 11/**/15, a technician was dispatched and restored the

service. Out of service credit was issued for 11/[redacted]/5 for all lines in the

amount of $17.98. On 11/*, a technician in Verizon’s Fiber Solutions center instructed

the customer on how to set up her the ultra-forward feature. On 11/**/15,

Verizon advised the customer that credit for the data account was applied in

the amount of $535.46 (she was billed $753.45 but was given credit for $99.99

on 10/* and $100 on 6/*). It was also noted that on 10/**, a manager gave a

credit of $750 for the features not working for 6 months. The customer wanted

credit for her entire service for 6 months. The customer was advised that

credit could not be issued. All remaining charges are sustained.

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 saw this response from Verizon the day it was posted (11/**) because I was trying to contact them to request a summary of our credits to date. They did not call me back as promised, instead they posted here on Revdex.com. I prepared our response the same day, but this system does not allow to respond on demand (no email or form to update) - so I left a message with our contact, Lia. Here is what we wrote 11/**/15: 11/*/15We were told by Ms N[redacted] she'd be calling [redacted] back on Monday 11/*/15 to list out all our credits to date, but we did not receive a call back. 11/*/15The second technician, Kebe ([redacted]) came here and informed us hat the phone jacks were NEVER wired for two lines, and NONE of our features were programmed on our lines, only hunting was programmed since Fios was installed. He had to rewire the jacks after calling his supervisor, Paul, for approval. They were wired incorrectly, and were short circuiting our office phones which we thought were failing and were planning to replace them.11/**/15Today I called Verizon to have a recap of our credits. No one got back to me when they said they would call back today...Instead of a phone call back, I just checked the Revdex.com, and see a new note from this evening -- that is not accurate AT ALL. and references that a technician came on 11/**/15 -- a date in the future -- and fixed the lines. This is not possible, as it's only 11/**/15 and the lines are NOT fixed.Currently we don't receive promised call backs, and our 2nd line is not working properly. We continue to wait for this call back to make sure we are not being charged for features not active. We also requested and are waiting for our credits in writing.We were also told they would not fix anything else on the phone lines this week because we are due to switch to Time Warner next week. I assume sure we are still being charged for broken phone lines this week --- we may never know as they don't call us or send clear and accurate bills!Background note:The package price they quoted was NOT the same price that was billed (it was more). In addition to over billing they billed us for Internet that we DECLINED and was not even receiving. Ms N[redacted] suggested that we call the Loss of Business Department due to not providing us with ordered phone service forwarding for 6mths -- the office moves 3 hours away May to October!

Sincerely,

Business

Response:

On 11/*/15, a technician was dispatched and restored the

service. Out of service credit was issued for 11/[redacted]/5 for all lines in the

amount of $17.98. On 11/*, a technician in Verizon’s Fiber Solutions Center

instructed the customer on how to set up her ultra-forward feature. On

11/**/15, Verizon advised the customer that credit for the data account was

applied in the amount of $535.46 (she was billed $753.45 but was given credit

for $99.99 on 10/6 and $100 on 6/*/15. It was also noted that on 10/**, a manager

gave a credit of $750 for the features not working for 6 months. The customer

wanted credit for her entire service for 6 months. The customer was advised

that credit could not be issued. All remaining charges are sustained.12/*/15 Verizon has not closed this complaint. Investigation

continues with respect to the customer’s request for additional out of service credit.

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 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: Hello,

I’m hoping you can direct this to the customer grievance department, before I contact the FCC/ Revdex.com directly, and I know there is a Complaint department because I talked to them in the past, if I contact the FCC they will call me right away wanting to fix this problem!!!!!!!!!!!

HM # in question ###-###-####… [redacted]

Account:

Customer Id Code:

I asked for a vacation hold or suspension back in august of 2015 because I’m in the process of buying a house and didn’t want to disconnect services, they advised me that my account was on hold, but I keep getting bill for the residence I don’t live in anymore, and now they have disconnected services and I don’t know what the correct bill should be and I have called over 3 time now because I received a bill and they keep wanting to pacify me with a credit!!!!!!!!!!!!!!!!Desired Settlement: WANT THEM TO FULL REINSTATE MY ACCOUNT AND PUT ON A VACATION HOLD LIKE I ASKED, AS THEY HAVE INDICATED IT WAS FULLY DISCONNECTED AND TO RESEACH THE CORRECT BILLING AMOUT THAT MIGHT BE OWED BECAUSE I MOVE OUT IN AUGUST 2015

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Research shows service order [redacted] completed 08/**/15 establishing service on Vacation. Records show on 10/**/15 service order [redacted] completed 10/**/15 disconnecting service for non-payment. Research determined [redacted] previously established payment arrangements with Verizon Financials. Additional research determined the payment arrangement was not upheld, which resulted in the disconnection of service. Once the balance has been brought to zero [redacted] would need to re-apply for service. A Verizon representative spoke with [redacted] who indicated satisfaction with the resolution. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at */###-###-####. Thank you, Amy B. Verizon Executive Customer Relations **###-###-####

Review: We recently moved into a new house and had placed an order to have FiOS equipment shipped to our house for a self install for October [redacted]. The equipment did not come on this day.

I then got an email notifying me that it is scheduled to arrive Nov [redacted]. Although this was disappointing because I had to catch a late flight Nov [redacted], I figured I could still get the equipment and hooked up for my family while I was out of town.

Then I got another email saying the expected arrival date would now be Nov [redacted]. This was out of the question as I needed to install it before I left town. I called Verizon, and a representative put a ticket in to have a technician drop off the equipment at my house on Nov [redacted] between 8am-12pm. The technician, Mike, never arrived but he called me to reschedule for 5pm-7pm the next day and guaranteed to me that he would come.

I then got in contact with Danielle D[redacted] from Executive Relations and she assured me that a technician would arrive on Nov [redacted] between 6pm-7pm and he would install the equipment and she would have the installation charges waived. Once again, the technician did not come. I called the technician and he told me he would call me back. I then got a call from his area manager, Darrell H[redacted] and he told me I would have to reschedule.

At every level I reach within Verizon, I am promised and guaranteed that my family would get internet, tv, and telephone installed and the promises go empty. This has been extremely frustrating, as my wife needs the internet for work. This is not the type of service I expected from Verizon.

This issue needs to be resolved immediately and I expect to receive a significant monthly discount for the time I am with Verizon FiOS. If I continue to be disappointed I will have no choice but to cancel my order with Verizon and continue to make sure my complaints are heard.Desired Settlement: Install FiOS and provide reimbursement of installation costs as well as compensation for trouble.

Business

Response:

Verizon's Executive office received this concern on 11/**/15. [redacted] was contacted on 11/**/15 and advised of receipt of the concern. [redacted] was contacted by the Local Manager after the attempt to install the service was missed and the installation was rescheduled. The technician was dispatched on 11/**/15 and completed the installation. Verizon has spoken with [redacted] and confirmed the installation has been completed. We trust this information will help to resolve Mr. R[redacted] concerns.