Verizon Communications

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: 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: 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: For the past 3 months I have called into Verizon to confirm my due or past due. I call in because online always have an amount way higher than what I am due for. For the past 3 months I have been told I was current or due for 1 month. When I advise the reps of what is showing online, I have always been told it was wrong. Even the automated system gave me different information online. All of sudden these past 3 weeks because only was saying I was due for over 1000.00 on the online system. he first time I called in 3 weeks ago, the automated system said my next payment was not due until 09/** and then the next week I called again it said I was due for 989.00. When I spoke to a rep about it, she did not want to help me, she said would have a supervisor to call. The supervisor never called. I called 2 days later and requested my payment history with billing to be emailed to me and call back from a supervisor. The man advised he would do both, but never received a call back and never received the requested documents. I spoke to rep via chat, requested she go through my payment history and review the notes because I could not understand for months was told by several other reps was current or due for one month but all of sudden I was due for over 4 months of payments. She only reviewed part of the payment history and refused to go into to detail. She just advised I need to call in. Now that I have call several times to request some help and request they look into their systems to this issue, they want to send me a disconnection notice. I have made payments every month for the payments that I am due for and no one wants to help. I am very dissatisfied about the customer service that I am receiving and the deception of Verizon systems and their representatives.Desired Settlement: Requesting they adjust my account accordingly. The maximum that I should be due for is one month iao 263.00

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] monthlybill averages $250-263 per month for the Triple Play which consists of phone,internet and TV services. Records indicate only partial payments have beenremitted thereby leaving a past due remaining balance due along with currentcharges for the following month. Verizon representative spoke with [redacted] whomadvised she is making cash payments at a payment location. She further believesthere a payments that have not been applied to her account. Verizon requestedshe fax proof of the payments missing then we would proceed with a paymentinvestigation on all missing payments. Verizon provide [redacted] with direct contactnumber to reach the Executive Office and direct fax number to provide proof on2 occasions. However we have not received a call back or fax. Verizon will behappy to assist once the requested information is provided. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]

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 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'm a Verizon Fios customer and each year I must call them because the Fios box stops working and they must come out and replace it. This is my 3rd time calling them for the same issue and I am very frustrated with them. On August **,2015, I started having problems with the box. It started beeping and three of the lights were on. On September *,2015, I called Verizon and spoke with a Raynesha([redacted]) who did not know what she was doing. She had me try to reset the box. I advised her three times the lights did not work on the box. Secondly, she asked me to open the box up and unplug it from the battery and it still did not work. I'm very frustrated with Verizon because each year I must go through the same process.Desired Settlement: I want Verizon to bring out a Fios box that works. Also I want to be compensated for the inconvenience. If they pull up my account they will see they have replaced this box two times so far.

Business

Response:

Please be advised Verizon records show a technician was dispatched Saturday September *, 2015 and replaced the Optical Network Terminal. We spoke to [redacted] September *, 2015 and she confirmed everything was working. We have issued credits for all the services for the time they were not working. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Review: I discontinued my Verizon Fios service on 9/**/15. I was told they would pro rate my bill and send me an amended one. After not receiving a pro-rated one we paid the full $161.27 on 10/**/15. A few days later my wife received a bill for $83.16 for which she sent another check on 10/**/15. It turns out they owed me a credit of $78.11 because I canceled service half way through the billing cycle. Verizon now owes me $161.27 (78.11 credit+83.16 second check). I have called numerous times and last month I was told I would receive my $161.27 fourteen days after the final bill which was supposed to be 12/**/15 and it will appear under "refund status". I checked my "refund status" today . There is still nothing posted under it.Desired Settlement: I want my $161.27 refund that is owed to me by Verizon.

Business

Response:

Verizon contacted the customer an advised that the refund for $161.27 was submitted and he should receive it in the next 7-9 business days. Verizon apologizes for any inconvenience because of this matter.

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. Hopefully I will receive the refund check within the 9 day time frame. Thank you for your help in obtaining a positive and expeditious response for me.

Sincerely,

Review: It's not so much a complaint as it is an unbelievable fact. I live in [redacted]. and Verizon says they are unable to give me phone service. I live in the middle of [redacted] and I know others in [redacted] have your service, But they are refusing service to me because they say I'm not in an area to get it. My phone service now comes from [redacted]. This does not make any sense what so ever. I had the service before, why can't I have it now? It seems like it's discrimination to me.Desired Settlement: I want the bundled service I requested. All I have now is verizon internet.

Business

Response:

Good afternoon, The services were successfully bundled as requested by the claimant.

Review: After losing everything in an apartment complex fire I contacted all my service providers including Verizon to inform them of the fire and to make final payments on my existing agreement. I paid the bill and specifically sought assurance that our agreement was completed. Without any notification I have learned (7 months later) that Verizon has turned my account over to collections stating I owe them the cost of unreturned equipment. This error has resulted in extreme challenge for myself due, among other things, to the loss of over 100 points on my credit score.

After contacting Verizon a manager apoligized and said they would submit an adjustment voucher, notify creditors, and notify me by email once completed. After a couple of days I followed up to update the status of my concern and a representative is now indicating there is nothing they can do.Desired Settlement: Correction to a credit report, billing adjustment

Business

Response:

The disputed equipment and fees will be removed from the customer’s account. On 7/**/15 the customer was emailed confirmation that credit would be issued. On 7/**/15, Verizon sent a request to have the item removed from the customer’s credit report and mailed a letter confirming deletion. Please allow up to 30 days for the credit report to be updated.

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:

My complaint has not been resolved because the correction to my credit report is not reflected. Until my credit report/ score is at least restored to original level then the business' error is not corrected.

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

Sincerely,

Business

Response:

Company records show that on 7/**/15 the customer was mailed a letter confirming deletion. On 7/**/15, a copy of this letter was emailed to the customer at [redacted]. Please be advised it can take up to 30days for the credit report to be updated.

Review: I signed up for Verizon home internet 7 months ago I was promised a free tablet. After 3 months I never received the voucher so I called they said it would take a few more weeks so I waited a month went by and nothing. I called again and they said they emailed it to me it must of got lost in the junk mail but not to worry they will mail me the voucher. Again over a month goes by no voucher so I call talk to a person who transfer me to another person I than get put on hold and after 5 minutes get hung up on I call back and explain the situation to another person who gives me a # for the promotion department I call that # and it was the first # I called. I asked for a supervisor the girls sits on phone for 5 min I get hung up on again. I than go to their website to find a complaint department I finally found a live chat where I explained to the person what happened and I want to file a complaint. They give me another number to call. I call that number # and explain the situation again and say I want my tablet and I also want to file a corporate complaint. I'm finally transferred to a supervisor who explains that the previous 3 time there were issues and now there backed up so its going to take an additional 4-6 weeks to receive the voucher(not the tablet the voucher) I ask for a substitution the next promotion which they offered which was a prepaid VISA she said she could not do that. I asked for a corporate # to file complaint she said there isn't one to go on line I told her I went on line earlier and there was no where for a complaint only to chat with rep. I asked to speak to her boss she said I couldn't so I asked her name ([redacted] employee ID [redacted]).Desired Settlement: I want to receive a substitution immediately and I want to know that their Corporate knows that this situation happened and its probably continuously happening to other people. Also that it seems to me that they are hiding it my routing and rerouting people through the their system for months and that even when you ask for a supervisor or some way to contact cooperate to let them know you are basically shut down.

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; Verizon promotiondepartment has confirmed the voucher was sent by US Mail on March *, 2015reference # [redacted] was contact by a Verizonrepresentative and confirmed he has received the voucher but has not redeemedit. [redacted] was not sure of the exact date he received the voucher butsaid it was shortly after he filled the Revdex.com complaint. [redacted] wanted tolet Verizon know of his experience and time frame it took for him to receivehis promotional offer. This information has been explained to [redacted] and is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused. We trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted]Verizon SW Executive Relations###-###-#### EXT [redacted]

Review: I was sold Verizon FIOS with TV/Internet/Phone and I was told I'd be receiving a $300 gift card with the purchase. I have the Verizon FiOS Channel lineup page from the girl that sold this to me with the words $300 Visa circled. I found out today after I called Verizon about the VISA card that the Gift card is not part of the promotion that I thought I had originally bought....Desired Settlement: I wish Verizon would deliver on the gift they promised. They also promised a LG tablet but I found out you can only get this with an increase in your cell phone bill so didn't get this offer either.

Business

Response:

The customer questioned eligibility for $300 gift card

offer. Our investigation determined customer opted for $12 monthly credit for

24 months for enhanced DVR services. Customer confirmed he now understands.

We appreciate customer taking the time to bring these

concerns to our attention.

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: When I started my cable service in September 2013 I put down a deposit of 250$ on a pre paid card that I just through away after using when I went to cancel my service the representatives told me my deposit will take care of the balance of my bill but when It showed up on my credit report saying I own Verizon money I contacted Verizon and they told me that the deposit was put back on the card that I paid the deposit with witch I was not told that the card I was using the deposit would go on that I thought that I would get sent a check or your prepaid [redacted] card that Verizon cares it would go on and since I threw that card away after using I never cancel that card since it was a pre paid one. Now Verizon is telling me I'm out of luck with my deposit cause it was put back on a card that I throw away and never cancel. Witch I think Verizon should refund it back to me since Verizon has representatives that don't tell customers important information that we need to know. I shouldn't have to take a 250$ loss cause Verizon screwed up by not telling customers IMPORTANT INFORMATION.Desired Settlement: I would just like for it to come off my credit and have a zero balance with Verizon for the miscommunication and not giving customers proper information in regards to the deposit

Business

Response:

According to our records a Verizon representative left a message on [redacted]' voice mail with their direct contact information, on February **, 2016, February **, 2016 and February **, 2016. We have mailed a call office letter with our direct contact information. A review of our records, indicates that the $250.00 deposit was refunded to the customers credit card on October *, 2014. The card issuer accepted the refund transaction. [redacted] would need to contact her card issuer for investigation.

Review: Verizon posted a charge off for a bill I was unaware I had and made no effort to see that I was aware until it had gone to collections.

I was using Verizon Fios at a prior residence which I was about to move from. In cancelling the service I requested the final dollar amount owed, if any, and I was told the account was satisfied. Apparently there was an additional $86.53 owed which I was unaware of and I only found out when I received a collection notification from the [redacted]. I paid it immediately in March and the collection showed up on my [redacted] and [redacted] credit reports as a "serious delinquency." I have called Verizon several times only to be told that they could not remove the blemish and that it was a legitimate charge. I am now being negatively impacted for a mortgage loan and as a result may be denied the interest rate I was originally qualified for which will cost me tens of thousands of dollars potentially. My account number for Verizon was [redacted]. I have been very loyal to Verizon and have been doing business with them for approximately 15 years. I would think that loyalty would've at least deserved a phone call or "urgent" notification of the debt owed before it was sent to collections. Credit is very important to me and at the age of ** this is the only blemish that's ever existed on my credit report. I simply want this removed!!!Desired Settlement: Since I have satisfied the $86.53 debt, all I am asking for is for Verizon to remove the collection from my credit reports. I am not, at this point in time, seeking any financial damages, but if this is not removed, I will be seeking compensatory damages and will hire an attorney in order to do so.

Business

Response:

Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. A Verizon representative spoke with [redacted] who indicated dissatisfaction with the resolution.

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:

When I cancelled my service on the date indicated in Verizon's response, I had asked if there was any money owed and I was told that there wasn't. I was never asked to provide a forwarding address and was also not contacted directly, in any way, by Verizon to inform me of this money owed. I have always done business with Verizon and I also have cell phones with them and since they obviously had my social security number, could've made some effort to inform me of this money owed prior going to collections. I have always had excellent credit and when I received the collection letter from the collection company, I called and asked what it was regarding and I was told it was debt owed to Verizon for an account that was apparently closed in August. Realizing that is when I cancelled my service I assumed this must have had something to do with that and paid the $86.53 immediately. Shortly after, the "Paid Charge Off" showed up on my credit report and since I was in the process of securing a loan for a home, ended up paying a higher rate as a result. This very nominal dollar amount, which I've since paid to Verizon, is now severely damaging my credit reports and this is what angers me. I have always paid ALL bills owed on time and was an excellent pay to Verizon and I can't figure out why they couldn't have taken that into consideration prior to sending me to collections. I simply want the "Paid Charge Off" removed from my credit reports and I can't for the life of me figure out how this is a benefit to them, me or anyone!

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

Sincerely,

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. No additional information was provided by [redacted] to warrant a change in Verizon’s decision. Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. 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 1/###-###-####. Thank you, Amy B. Verizon Executive Customer Relations 1/###-###-####

Review: I am a new Verizon FiOS customer; I left [redacted] because of many issues with customer service in hopes that Verizon would be better, but I have not had the best of luck here either. When I signed up for Verizon FiOS I asked the representative if there were any deals going on at the moment that included Internet + basic cable w/ HBO for free (for a set amount of months) which amounted to $49.99 no contract, only month to month. I inquired about this because that was what I used to have with [redacted] and I was hoping that when I jumped ship, it was to one that had better internet, but with a similar, competitive bundle. The representative told me there was no such deal and if I wanted HBO I would need to rent a box, get on a 2 year contract, and add it for a set amount of to my plan. I declined and said that I would like the no-contract plan with just internet. Fast-forward about 2 weeks, I start seeing news articles and advertisements promoting "50mbps/25mpbs $49.99 plus HBO for free for 12 months". Interested, I called up Verizon right away to tell them I saw the advertisement. Now the first person I spoke to, said this plan does not exist and never existed. So I proceeded to ask if there was any other plans which included HBO with basic cable, but wasn't as costly. After a few minutes the representative did the search and couldn't find anything for me, however she said she "just found" the 50/25 plan + HBO and that she would try to get me on it. Feeling ecstatic I said great and held while she did her thing. When she came back she told me she couldn't do anything because it was for new customers only. I told her my story about asking about this plan when I first signed up and how I had recently signed up not too long ago, but she said she couldn't do anything and said that maybe a manger could do something. Appreciative, I was okay with holding on the phone while she got her [redacted]. When the [redacted] came back I had to explain everything all over again and then he told me he couldn't do anything because the plan was only for new customers. Annoyed that I was lied to by both the representative and the [redacted] I decided to let this matter go, it wasn't worth the stress.

About a few days later I saw the advertisement again and again and again. Yes, it always said for new customers, but I was a am a new customer and I asked about a promotion like this when I first called and nothing was mentioned to me. I took a screenshot of the advertisement and decided to call again. I was briefly on the phone with a representative and told them my story and they said that Retention would be able to help me with this and override some steps. When I got on the phone with Retention they told me to go online and chat with them that way. We start chatting and I had to tell her my whole story again , but this time I mentioned I have a screenshot I could show her. She advised me to send it to her. I spend about an hour trying to fax it to her. Once she receives it, she denies everything because it was sent via-fax and not through a personal email.

I am very frustrated by how I have been treated by several Verizon customer service representatives. I am very frustrated because I am constantly seeing a deal being advertised and yet is unavailable to me. This is clearly false advertisement to lure me in. It is very odd though, because it seems to me that the customer service representatives do side with me in that the deal exists, however no one on a higher level (for example: Retention Dept., [redacted]s) can help me with this issue. I am unhappy with the business performance in the way my account has been handled. This is a poor way to attract new customers.

False advertisement will get your company nowhere. People have been speaking up and rightly so because we are tired to getting lied to and cheated on. I am tired of seeing new fees getting added to my account. I am tired of you stealing 10% of my hard-earned, meager salary.Desired Settlement: In terms of the integrity of your company:

Verizon has the responsibility to give me answers to the following questions -

Why there has been months of false advertisement and why hasn't Verizon's Marketing Team not taken them down or make a statement saying it does not exist?

If this plan did exist when I first signed up with FiOS - why did the representative tell me it didn't exist?

After seeing the advertisement, why did some representatives tell me it exists and that I could get it, but the next person I spoke to denied that?

In terms of my account:

The most fair outcome of this would be for my account to be granted this deal which consists of 50Mbps/25Mbps Internet speeds on Verizon FiOS + Basic Cable including HBO for free for 12 months on a month-to-month contract at $49.99/month.

Business

Response:

Our attempts to reach [redacted] have been unsuccessful. Verizon does not offer a bundle for local TV service and internet for $49.99. Verizon does not offer any bundles at all involving local TV. Local TV is available for $12.99 - $2.99 discount and the customer can also get internet service at $49.99. The two services together would bill at $59.99 + equipment and taxes/surcharges. Once we are able to speak with [redacted] we will be glad to review all bundles that are available.

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:

If the Business called me I was unaware of it because I do not answer my phone for unknown numbers, especially if they do not leave a message. When the business decides to call me please ask them to either email me with the number and/or time they will be calling. Also, I would appreciate a response that is sooner than 2 weeks and 4 days. If I have to respond within 6 days of receiving a response, then the Business should have the same deadline.

Whoever wrote that response should be ashamed of themselves. They wrote that Verizon does NOT offer Local TV + HBO + internet for $49.99. If you could please take a moment to visit this webpage: [redacted] you will see that the Verizon Representative made a statement that is utterly false. This webpage is Verizon's official page announcing the exact deal that I have been speaking of. Just in case the Verizon Representative can not access this web link I have attached a word document with a few screenshots of that web page.

I feel disrespected that someone would say this to me because at this very moment I am on the Verizon website with that exact deal being offered. Why are you misleading me? Why did you say that Verizon does not offer this deal when it is the first thing I see on the Verizon webpage? From the time I first signed up for Verizon FiOS to now I have seen this deal being advertised everywhere. Why are you saying Verizon does not offer this bundle? As I stated in my original complaint no matter who they are - a Customer Service Representative, a Customer Retention Representative or a [redacted] they have told me that the deal exists, but then they go back on their word and say it doesn't. Which one is it? Why can't I have it? I asked if this deal is available to me the first time I inquired about FiOS. I am been spun in a web of uncertainty and it frightens me that such a deceiving company has access to all of my personal information.

Bottom line is, Verizon DOES offer Local TV + HBO + internet for $50.00 for 1 year with no contract. I do see my mistake in that I originally wrote $49.99 for the deal, my mistake; I stand corrected that it is $50.00. Please help me understand why the website has this bundle up. The only thing I can think of is that Verizon's Official Website is incorrect which means that you are falsely advertising services and bundles.

I will be waiting for a response. Again, because I work I would appreciate a time to be scheduled for us to discuss this matter on the phone. If you do call and I am unavailable, please leave a message including the name of the person who I will be speaking with and a phone number to call back. I am curious to read what other erroneous statements Verizon will come up with.

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

Sincerely,

Business

Response:

A Verizon representative contacted [redacted] in regards to this complaint. The representative was able to come up with a package suitale to [redacted]'s needs. The represenative sent a preview email showing a monthly price with tax of $55.73 with the

HBO, 50/50 internet speed and local TV. This was the best price available.

[redacted] was advised she would be on a month to month basis with no contract. One credit shows

as 24 months and would continue beyond the 12 month price guarantee but she would not be obligated in anyway to keep the services and would have no EarlyTermination Fee. [redacted] has agreed to this plan.

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 order high speed Internet on January**, 2015. 20 days later I tried to connect and services was suspended.

After placing an order for High speed Internet, it took 17 days to deliver the product. It was originally suppose to be delivered on January**, 2015. Then supposedly seeing the error they were suppose to deliver on January**, 2015. After spending over an hour/day on the phone. I finally received the starter kit on February*, 2015 and attempted to connect to the Internet on February *,2015. Only to find out the service was diconnected.Desired Settlement: Fix the problem immediately and stop having me to wait. Or provide me with a refund.

Business

Response:

The customer has disconnected his services. The billing team has advised that once the final bill is generated, they will credit any charges.

Review: Once again I received a "bill" from Verizon for service I do not have with them. This is the third bill I received from Verizon, and from August * - 9/** I have been in and out of contact with Verizon to straighten this bill out. They are continually attempting to "extort" money from me for service that I have "NEVER" received from them. No matter how many customer service reps. I speak to or Administrators the same outcome always occurs. After a month or two I get a bill, and when I contact them they "claim that they did not know that". I called today and spoke to [redacted] in Billing, and that is what she said, she did not know I did not have service. How is that possible when it was billing I went to with [redacted] on the third way calling line to clear up this whole matter?Desired Settlement: I want them to give me FULL CREDIT, with a ZERO BALANCE IMMEDIATELY. I don't every want to receive another bill from them under any circumstances. I have service with [redacted] and I have had this service since September 2013.

Business

Response:

The customer was contacted and advised that the system issue

that rendered her another bill has been resolved and a credit was issued in the

amount of $30.99 to correct the billing. Due to the system issue, the customer

was also incorrectly issued a refund in the amount of $82.37 which she cashed.

Review: Bundle price ordered for $54.99 and they insist of billing $74.99

On January **,2015 I ordered bundle services from Verizon (order [redacted])that include TV,Internet and Phone) for $54.99 price guarantee for 3 years.

From the beginning they are billing $74.99 for bundle services even that I have called several times and on the system (Verizon website)the price is set at $54.99 they keep billing $74.99. I send copy of the order [redacted] and talk to [redacted] on billing dept, she insist that they can't give the $54.99 price because I have to many discounts on my account. I have a document(email) plus in the system the price set is $54.99 they still refuse to correct the billing to price contracted. I need help on this matter.Desired Settlement: I want that they bill me the correct amount of $54.99 for the bundle contracted with them in order OF[redacted] once for all. This contract is beginning and the problem needs to be solve. Im tire of calling and get the run around and they keep billing the incorrect amount for the bundle contrated.

I have prove of the $54.99 price guarantee for 3 years and they don't want to correct the billing problem. If I cancel the will charge me $300.00 for breaking the contract. How much are they willing

Business

Response:

Executive Relations[redacted] Called [redacted] at ###-###-#### and apologized for the problems he has had with the bundle price he has been having. I did advised that it was a system issue and that Verizon would honor the price, however, I would have to follow up on his account each month and credit the account to make sure the price is correct.

Consumer

Response:

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

Sincerely,

Review: We are a hospital and we need a DSL line for emergencies. They put it in 2 months ago and after 15 visits from technicians it still is not operating. This is gross negligence. I have spent over 40 hours on the phone dealing with repairs and customer service.Desired Settlement: We want the DSL line to be repaired so that it works. It works for a day and goes down for a week.

Business

Response:

Our Repair rep Called [redacted] on ###-###-#### and left a voicemail. She will call back to confirm DSL service working. 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:

Verizon left a message that they were calling me and they did not call back. The DSL line is not working - it goes on and off and sometimes its so slow. Similar problems that we had in the past. The job is not done.

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 I have not closed this case.I asked Verizon to come back to me and to please give me the history of how many times I have called for service and how many times they have not come. I am still waiting for the response. I have been paying for service for DSL and for Phone service and we have been down for weeks. They have not responded to this request. I just called [redacted] and left her a message to call me. We still do not have a response to the above or service.

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

Sincerely,

Business

Response:

Our billing dept. is working with the customer who wants to disconnect his line, He will need to provide us his account code to terminate this account which he understands. He will get back in touch with billing within 48 and work with him to disconnect line. Case closed.

Review: Our organization switched from [redacted] to FiOS on 4/**/2011. We were charged for [redacted] services even though they had been cancelled. It was not discovered by staff until 4/**/2015. The reason that we continued to pay the bill for [redacted] services is because the bill does not specifically describe the [redacted] services as [redacted] services, but rather "High Speed Internet", which to someone not well versed in internet terminology, could be interpreted as part of the FiOS charge. Verizon has refused to credit our organization for the full amount of over-payment (just shy of $5,000). We have only been credited for 6 months worth of charges, and told that Verizon's statute of limitations is 6 months.Desired Settlement: We want to receive credit for the full four years of over-payment. This amounts to just shy of $5,000. We're a small non-profit in [redacted]. These funds could have been used to provide services to our clients, but instead, have gone to Verizon, who never brought the over-payment to our attention.

Business

Response:

A review of the account found the customer had 2 [redacted] fromtheir old location that continued to bill although the customer had convertedto FiOS Data in April 2011. The customerwas billed on from April 2011 thru April 2015 a total of $1151.51 on billingaccount number ([redacted]). Thecustomer was previously given credit for $157.94 and our billing representativeissued additional credits of $993.57 for the balance of the $1151.51. The other billing account number ([redacted])was billed from April 2011 thru April 2015 for a total of $3723.51. This account was previously given credit for$455.94 and we have now issued additional credits of $3267.57 for the balanceof the $3723.51. The total credit issuedfor the two accounts was $4261.14. Theprevious credit for both accounts was $613.48. The grand total of all creditsissued for both accounts was $4875.02. On May **, 2015, our billing representative spoke with [redacted] andconfirmed that we have issued credits back to April 2011 for the 2 [redacted]accounts. The customer would like thecredit balance returned in a check form.

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,