Verizon Communications

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'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: 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: 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.

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: 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: 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

I contacted Verizon at approx 10am today to make a payment. I was transferred to bill matrix to make payment which I did. My service was suppose to be restored in 1 hour. I got home around 5:30pm to discover my service was never restored. I then contacted customer service and was told the funds were credited to the wrong Verizon account. I provided the confirmation number for the payment thru bill matrix. Customer service rep then provided a ticket number to me and stated the funds would be applied to the correct account and my service would be restored in an hour. An hour and a half later still no service. I contact Verizon customer service again and was told I needed to transferred to another dept. Once I was transferred I had to explain the entire situation Again to another Verizon employee who placed me on hold and then came back and said my service will be on within an hour. At 9pm my service was still not restored therefore I called customer service again and spoke with Chris who continued to place me on hold as if he had no knowledge of what happened earlier today with my calls but claimed he was reading notes about my account. Approx 30 min into the call he claims I need to speak to the finance dept but they are closed. I then asked to speak to a supervisor as I spoke with finance dept earlier in the evening and I assured the issue was resolved and my service would be restored in an hour. I was then on hold for approximately 15-20 min waiting to speak with a supervisor. John, supervisor, finally got on the phone me and could not assist me and stated I needed to call back tomorrow to speak with finance dept. The last call was a wasted hour and NOTHING WAS RESOLVED! I contacted Verizon 4 times today and 3 out of 4 times was assured my service would be restored and this HAS NOT HAPPPENED!

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 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: Refer to Complaint #[redacted].

After contracted services were denied by Verizon, I contacted Verizon through a previous complaint to have my entire order cancelled.

I was assured that had been done by the person who responded to that complaint.

However, Verizon initiated termination of my residential telephone service with [redacted] anyway, expressly against my wishes and what was promised to me by the respondent of my last complaint.

This has resulted in multiple contacts to [redacted] to restore the service that was terminated by Verizon.

And, by the way, I haven't had telephone service for two days as a result.Desired Settlement: I either want a check for $50 which is roughly equivalent to a month's worth of telephone service, or a credit for $50 applied to my Verizon Wireless account ###-###-#### to repay me for the hours I've spent trying to restore damages incurred as a result of Verizon's actions.

Business

Response:

As stated in my original response to Better BusinessBureau complaint ID #[redacted], the service order to establish service withVerizon was canceled prior to the scheduled completion date. Consequently, no billing by Verizon willoccur because no service was established.[redacted]’s current Revdex.com complaint,ID #[redacted], alleges Verizon “. . . initiated termination of my residentialtelephone service with [redacted] anyway, expressly against my wishes and what waspromised to me by the respondent of my last complaint. . . .” I consequently investigated [redacted]’s claimand contacted a Verizon Manager. Sheadvised me records show her prior order to obtain Verizon services was canceledprior to the completion date. The managersubsequently contacted [redacted]. The[redacted] policy is not to do the disconnection of its service until we do theactivation. In this instance, [redacted]issued the disconnection although Verizon had not activated the port. In summary, it was verified that theresulting disconnection is a [redacted] error. There was no error committed by Verizon.I attempted to contact [redacted] but wasunsuccessful; I left voicemails asking her to return my call and sent an emailadvising that I had information related to her claim. Tell us why here...

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. Thank you for your assistance in helping to resolve this matter.

Sincerely,

Review: I continuously get equipment dropped at my house that I didn't order being dropped at my house...yet I am responsible to return it or I get charged for it. I accepted a special offer from an advertisement on my TV for $9.99 for 12 months of hbo but when I found I was being charged $19.99 a month for the hbo instead I was denied a credit and only offered the next 6 months for $9.99. No credit offered to fix the error of them not honoring their promotion.

Product_Or_Service: cableDesired Settlement: DesiredSettlementID: Refund

I would like a $60 credit for the 6 months of the double price I was charged compared to the price I accepted.

Business

Response:

Thankyou for referring the complaint of [redacted] to our office for review.We appreciate you bringing this matter to our attention. On January[redacted], 2015 and January **, 2015, a Verizon representative attempted contact with[redacted] for resolution. We have beenunable to speak with her and left a message that provides the direct contactnumber for the account specialist handling this inquiry. We have also mailed a letter that providesthis same information. Wetrust this information will assist you in closing the complaint. We apologize for any inconvenience that [redacted]has experienced as a result of the above matter.

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 asked to be contacted by email, not phone so that I have everything in writing

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

Sincerely,

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,

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: 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: I have been waiting to get serveries I was told they be here on 1/**/2016 then I was told they be here on 2/*/2016 then I was told they be here 2/*/2016 then I was told they be here on 2/**/2016. They never show up and keep me waiting all day.Desired Settlement: I want them to pay me for my time or pay my cable bill for the month from Comcast

Business

Response:

The Verizon local manager for [redacted] area confirmed that the service was installed on 2/**/2016. [redacted] verified via email that the service was in and working. Verizon regrets the delay in getting the service installed.

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 do not receive good cell phone reception in my home and have therefore decided to get Verizon FiOS Home Phone Service added to my Verizon services bundle. Since I have had the phone service installed, I have received sales calls, hangup calls, and calls with nobody on the line constantly. I have called Verizon twice about this matter. I have put my Verizon number on the national do not call list. I have filed complaints with the FCC. I had Verizon change my phone number. None of these things have reduced the number of calls that I receive. When I talked with Verizon they said that in order to have my Verizon number not publicly listed that I need to pay an additional $4 per month to do so. This policy seems to violate very basic privacy rights and I am very surprised that that I need to pay a fee to keep my phone number private. This should be a right, not an opportunity for Verizon to make more money. In the last 3 days alone I have received 30 calls, most of which are hangups or people who speak but do not talk afterward. Some of them are sales calls.Desired Settlement: I expect Verizon to change my phone number to a number that has not been published. After the number has been changed, I expect Verizon to keep the number private. If this cannot be achieved, then I would like Verizon to disconnect my phone service.

Business

Response:

03/**/2016 I issued an order to make this service non published and added a $4.99 discount per month for 12 months.

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 contacted Verizon to have Wi-Fi internet installed in our home. They did not install the Wi-Fi however they did install a land telephone line and that is not what we ordered from them. We have contacted them by telephone to have the telephone line disconnected at least 15 to 18 times. We are told something different each time. They refuse to give us to a supervisor even when we request to speak to one. The last phone call we made they told us the will NOT disconnect our phone line. We were previously told that they would disconnect it and not bill us and now we have received a bill. We cannot get anywhere with them by phone and they do not do anything we request. We just want the phone line disconnected as soon as possible.Desired Settlement: We just want our phone line disconnected and not to be billed any money as this is not the service we requested from Verizon. It has been one and half months and no resolution after multiple phone calls.

Business

Response:

Please be advise Verizon credited 1ST bILL dated 03-**-16 for $40.29, will disc line and credited back to connection date of 3-**-16. Will follow up 04-** bill to make sure acct balance is zero.

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: 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: 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.