Verizon Communications

Review: I have ordered Verizon FIOS internet service (account #[redacted]) starting from February **, 2015. While signing up I was trying to get discount on the set up fee of $69 and in discussion with the supervisor, she said that I'd receive a $200 gift certificate as a promotion instead since I was a new customer. I could use the certificate to get a verizon tablet or other things in a verizon store. It was supposed to come within 5-10 business days. It never came. Over the next couple of months, I have called a few times. After long waits and being bounced around from one department to another, they'd either say it was mailed or say it will be reissued and you'll receive it after 6-10 business days. It never came. Finally, last week I asked for a resolution and end of this run around and on my insistence, I was issued an email certificate that came couple of days later via email. Only that included in the certificate that I have to sign up for at least 2-years of wireless services. So I called again to say that I was given the certificate because I signed up for 2-yr internet service in the first place and doesn't make sense for me to sign up again and to remove this clause. After long wait and and describing the whole ordeal, the customer service rep. was very understanding and unceremoniously forwarded me to another department where after a long wait, someone picked up and I had to describe it all over again, then put on hold and then got disconnected. This is unacceptable customer service for me. I want a $200 certificate without anything attached to it and I don't want to waste another minute trying to reach Verizon Customer Service. Your help will be very much appreciated.Thank you.Desired Settlement: I want a $200 certificate emailed to me without any clause whatsoever and I don't want to waste another minute trying to reach Verizon Customer Service. Your help will be very much appreciated.

Business

Response:

Please be advised, Verizon has spoken with the consumer who has confirmed receipt of the $200 certificate (which expires 6/**/15). It has been explained that Verizon Wireless requires you to have an existing account or to establish a new 2 yr account with this certificate. It has been explained that Verizon can not waive Verizon Wireless' terms surrounding the tablet .

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 was initially not told about the clause of getting into a 2-yr contract for the $200 certificate redemption. Anyway, I do not want to waste anymore of my time and would not continue with this complaint. It will remain unresolved. Thanks.]

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

Sincerely,

Business

Response:

Per the consumers latest reply, no further action is required by Verizon. Verizon's prior response read as follows : Please be advised, Verizon has spoken with the consumer who has confirmed receipt of the $200 certificate (which expires 6/**/15). It has been explained that Verizon Wireless requires you to have an existing account or to establish a new 2 yr account with this certificate. It has been explained that Verizon can not waive Verizon Wireless' terms surrounding the tablet

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: 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: 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 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: 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 have been paying for Enhance High Speed internet since 10/2014. Verizon indicated I was eligible for Enhanced high speed internet, for an extra 10.00 a month. Just recently I was unable to get online. I called reported the issue and get a ticket number [redacted]. The tech came on Friday and explained to me that I have been paying for say 5mp's but only getting may 2.5mp, but most of the time I was barely getting 1mp. Now the tech had the wire guys come out the next day and explained to me I am 10700 feet from the box with the line for internet and the further you are away the worst for you. All the techs explained to me I should request either a credit or refund of the extra money I was paying for Enhanced High Speed internet. So at ten bucks extra a month for a year, that would be 120.00 credit or refund. I am being told that since I just put the ticket in I can only get two months! The rep had the gall to tell me I should have put the ticket in before. But I JUST FOUND OUT Unreal 1 year of paying on time every time and because you gave me the wrong information just to get more money out of me, now I have to suffer

Business

Response:

[redacted] was issued an of service credit from 9/*/15 thru 10/*/15 $36.99. As of 10/*/15 DSL service was working.

Review: Moving to non-FIOS area with no Verizon alternative than to switch providers and Verizon still charging $180 early termination fee.

I have been a Verizon FIOS customer for several years and was one of the first on my street to order the service. I will soon be moving within the state and planned to have my Verizon FIOS services transferred to the new home. I called Verizon and learned no Verizon services are offered in that area and that the only option as advised by them was to switch providers. As a result of Verizon not being able to provide services in my new home, they are charging me a $180 early termination fee. I asked to see the contract where I signed this agreement and their legal services was unwilling to provide this information without a formal lawsuit filed. The Verizon FIOS Terms of Service (http://www.verizon.com/idc/groups/public/documents/adacct/version_15-1_internet...⇄ are vague and do not specify what happens if they are unable to provide services to a location. I find this type of dealing unfair and unethical that they can charge me for a service that they cannot deliver.Desired Settlement: A complete refund of my paid $180 early termination fee OR Verizon FIOS service availability in my new home area.

Business

Response:

Verizon contacted the customer and advised that we willfollow up for the final bill to render and credit the early termination fee.The customer has been provided with a name and number for our escalation teamin the event of any further questions.

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: Verizon Fios advertised a choice of either a $250 pre-paid Visa gift card or a tablet (iPad) conditioned upon a 24-month service contract. I selected a 24-month contract to include (in their words) "Fully Loaded Entertainment Pack, Premium Quantum TV preferred HD service, FiOS internet 75/75 and unlimited digital voice". My service contract started 8/**/14 and I was promised the gift card within 90 days (11/**/14), which has not been received. Multiple calls promised the card would be sent. This week I received a Claim voucher for a tablet (iPad). No mention of the gift card. I called customer service and they said my service contract didn't include the $250 pre-paid Visa gift card incentive. I went to the Verizon FiOS customer blog and find many similar complaints. Verizon is using deceptive marketing tactics to entice customer to switch to their services and then not following through on the "enticement" of a pre-paid Visa gift card. This is unacceptable and something must be done to protect the public from these scams, especially when they involve National organizations with $31B in annual operating income.Please protect the public for this Predatory company![redacted]###-###-####[redacted] Verizon account number [redacted]

Product_Or_Service: Internet, Phone & TV service

Order_Number: N/A

Account_Number: account number [redacted]Desired Settlement: DesiredSettlementID: Refund

Provide me with the $250 pre-paid Visa gift card I was promised.

Business

Response:

Please be advised Verizon records show the promotion in September 2014 was not for either a gift card or the voucher for the tablet, but instead for a monthly discount of $22 for 24 months on the Quantum TV or the gift card. The order was placed with the monthly discount and not the gift card. The voucher for the tablet was available with either choice. I made multiple attempts to reach [redacted] with no avail. I have sent the attached letter of my findings. We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

Review: on tuesday afternoon I called verzon about getting rid of my land line but still keeping my internet I was told by the person I talked to that I could do this so today fri the [redacted] I went to the verizon wireless store and got a wireless home phone system came home hooked it up and called verizon at[redacted] #4then#2 so to my surprise I was told I could not get rid of my land line and keep my internet I am told one thing and something els different later really!! I had to sign for a two yr agreement with wireless so im stuck paying for both not right at all.Desired Settlement: I want to be able to have just the internet like I was told verizon refuses to do any thing about these [redacted] robo calls I get from 8am till 9 pm so I want the landline gone but not the internet

Business

Response:

Verizon contacted the customer and apologized that she was

given incorrect information. High Speed Internet is no longer offered as a stand-alone

product. The customer’s account was re-bundled with monthly discounts to reduce

the billing and she was satisfied. She has been provided with the name and

number of a Verizon [redacted] in the event of any further questions or concerns.

Review: ORDER#[redacted] ORDER DATE: 09/**/2015

The reason in my complaint is based on a lack of concern and professionalism as well as disorganization, stemming from your sales department to your in-store reps.

I recently signed up for new service after dropping my current service "optimum online". Your service was definitely not a choice I originally planned to use, and these events that I experience even further confirmed my reluctance to switching with your company. Needless to say, friends and family recommended that I switch to "FIOS" as they have had success and enjoy the quality of service.

After signing up, your sales agent directed me to pick up my equipment from your "Go Wireless" location at [redacted] Phone: ###-###-####

She stated that if a technician installed it, it would cost a fee, but assured me if I did it myself I would qualify for a $50.00 gift card.

She stated "my service will be ready for self-installation on Sept. **, 2015

She stated "the store is open Mon-Sat 9am - 8pm and sun until 6pm

After a 1 1/2 hour drive from my work to the location, I arrived at the store @ approx. 6:48pm on Fri Sept. **, 2015, when I asked the rep behind the desk at that location, he stated that the order was not there and he had no info. Complete nonsense and waste of my time

wrong information provided by your sales department, I find this to be very distasteful. I came back to the store on Sunday 9/**/15 @ 4:30pm and was told that the office that deals with FIOS was "CLOSED!"

Today 9/**/2015 went once again to the store, your store rep stated that the order number I presented has an issue, and that he does not have any information on any items waiting for pick up! I requested that he call Verizon FIOS and get the information straightened out, because it was ridiculous that I drove 3 times out of the way to get there for your staff to "Grin and Giggle and pass comments and laugh at the situation, which they did the [redacted] gentleman, seem to have found it funny as he looked at me walking out and has a gross, smirk on his face!" Never have I ever been treated in such a way by any other company that I have anticipated giving my business to. Your staff at this location was absolutely disrespectful!

The "[redacted]" gentleman behind the counter on 9/**/15 "today" @ approx 5:00pm had phoned in Verizon to clear up the issues, spoke with Amos B[redacted], after being on hold for over 1hr 32mins in the store, they were all just as confused as to what happened to the order, so was the supervisor that B[redacted] attempted to consult for assistance. They decided to cancel my order and get new equipment ordered, stated it would be shipped to my house!

So now I have no internet service and cable until I receive these equipment from you, I work from home 3 days a well and now I have to travel 4hrs out of the area to get to my job to get my work done.

I expect someone to be in touch with me to discuss some sort of reasonable service recovery, for this awful and gross experience with both your sales service department and your in-store experience at your Bedminister, NJ location.Desired Settlement: Some sort of compensation on my first bill, as I am now stuck without service at my home until they send my equipment.

Business

Response:

Verizon Appeals representative spoke with [redacted] and issued ticket [redacted] to have a technician dispatched 10/*/15 with the customers equipment. The ticket was referred to Verizon Dispatch to make sure it is covered 10/*/15. I have a follow up to verify [redacted] has received the equipment and service is working. Verizon apologizes for the inconvenience.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

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,

Went in looking to transfer two phones and two tablets. Was told the tablets could transfer over from [redacted] and still work so I started the process. More than two months and multiple hours later, I am still dealing with Verizon (the actual company not the subsidiary) trying to get the over $600 bill to go away for a new phone I never received and for a plan I never had. The store had more than enough personnel but they seem to be lacking in technical expertise. Avoid. Avoid. Avoid.

Review: I signed up for a bundle package in July 2015. In Sept 2015 I had problems with my DVR. I could not watch the show called The voice. A Tech came out and could not fix the problem, I called again in Nov and a Tech came out again and could not fix the problem. In Dec again I called the Tech came out ran new wire from the box and could not fix the problem. The Tech said Verizon is having this problem with other customers and can not figure it out. Now it is Jan ** 2015 and I try my DVR to watch the show who is the boss, My TV just shuts down and reboots. I get my bill for Dec and my Bundle package has went up 10.00 a month. I call the company and they tell me they can up charge me even if I had a contract. I now have a bundle package with a DVR that does not work and a bill that has increased per month. I have a lot of dates with the names of people that I have talked to. One person even told me that is just one show why complain.Desired Settlement: I want my DVR fixed like it should be, My bill back to what it was suppose to be when I agreed to the contract and a credit to my bill for the last six months that my service was not correct. If they do not want to do these things I should be able to get out of my contract with out a early term fee.

Business

Response:

Records indicate the customer made contact with Verizon on January *, 2016 to question the $10.00 increase for the equipment fees. The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate. The representative offered to go over the terms of service via the website but the customer declined. Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue. The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down. The representative informed the issue is being worked by Verizon's Tier 3 Support team and there is no estimated time of completion. The representative will remain in contact with the customer until the trouble ticket is 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:

I disagree with the business response. My DVR still does not work and I am being charged for it per month due to I have a contract. The contract only is good towards Verizon. They can change a contract to benefit them. Here are my bills per month for the last four months.September 184.94 December 193.00October 173.47 January 189.82November 175.88 As you see Verizon is all over the board on my bill My contract states it should be 184.94. What else can I say Verizon is ripping me off.

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:

This is wrong the tv reboots if I try to watch the show the voice and under cover boss. The Verizon tech team watched the shows from new York and told me they did not why this did this. The service tech came out three times and said other customers are having problems with the same thing. I have dates, times and the name of people that I have talked to. Verizon sent me three new boxes and it did the same thing, Verizon tech checked all the wiring and said it is a software people at verizion headquarters. This is a Verizon problem and they can not fix it but keeps charging me for a product. They are going to tell the Revdex.com anything to protect themselves.

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

Sincerely,

Business

Response:

Verizon's final position was provided to the Revdex.com on the previous rebuttal. Verizon's position remains the same. This is not a Verizon issue.

Review: I have been without Verizon fios now two days. I have spent numerous amount of time via chat and on the phone and no one cares. I was told last night if I called this morning someone could expedite a tech to come out this weekend, well that was a lie. I work remote from home and also go to school via online. I am [redacted] with no internet. I have now been two days without pay for work and going on a third day and by [redacted] it will be four days. I have asked Verizon to compensate me and nothing. I get the run around. A supervisor named [redacted] was suppose to call me and never did. I also have chatted online with someone named [redacted] he refused help. I am attaching that conversation as you can see he did not address my last question but rathered closed the chat. I want this handled promptly.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to be compensated for time out of work and possibility of loosing my job. I expect something for this hassle. It is not my fault verizon takes days to get someone to your home.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. On January**, 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 contact number for the account specialist handling this inquiry. We have researched and confirmed that her services were repaired on January**, 2015 and issued credit for the four days that [redacted] was without service. Credit has been applied in the amount of $16.14 for this occurrence. We trust 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 have reached out to [redacted], but our hours conflict. I do not accept a measly $16 credit for such. There is missed work hours of three days. What good is $16?

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

Sincerely,

Business

Response:

Thank you for referring thecomplaint of [redacted] to our officefor review. We appreciate you bringing this matter to our attention. A Verizon representative was unable to speakwith [redacted] in regards to this inquiry. We have left a message on January**, 2015 and January**, 2015. We have also mailed a letter that providesthe direct number for the account specialist handling this inquiry. In research of the account, we were able tolocate the repair ticket in question and have issued credit for the days [redacted] was without service. We haveapplied an out of service credit for $16.14 for four days during dates of1/**/15 to 1/**/15. [redacted] hassince acknowledged our written response and is not satisfied with theresolution. Verizon does not compensatefor time or missed wages, however we would like to assist with aresolution. Our office is open duringthe hours of 8am to 6pm. We can makearrangements to speak with [redacted] during this time frame to assist inresolution as we do have account specialists available. We trust this information will assist you in closingthe complaint. We apologize for any inconvenience that [redacted] hasexperienced as a result of the above matter.

Review: I have been a customer of Verizon for over 2 years and have consistently had a problem with the service and customer service. I have a triple play and my phone line has been constantly been rerouted to someone else. I have called customer service SEVERAL times about it and they insist that nothing is wrong while I am stuck paying for a phone line I cannot use. The poor customer service is the real issue here. What pushed me over the top today was that I called once again to talk about the charges on my bill, and was told not only are they not going to do anything but also that the phone issue they were not going to do anything about that either. The customer service rep, GINA, refused to give me her last name or ID number and argued with me when I asked for her supervisor. She told me it would take 15 minutes and then I was on hold for over 30 minutes before I was connected with someone in tech support. I was on the phone at this point over an hour. I am tired of having to call Verizon customer to fix the issues I am having with no avail and the horrible customer service.Desired Settlement: I want to be credited for the last 12 months of phone service since I cannot even use the line, and I want it corrected. I also want the same pricing for a new customer no contract that they are promoting since I am out of contract and would like to keep my service with Verizon.

Business

Response:

Our attempts to speak with [redacted] to resolve his complaint have been unsuccessful. We would need to speak with [redacted] in order to resolve this complaint. A letter requesting him to call when he is able to discuss the complaint has been mailed.

Review: Back on Dec [redacted] 2014, I was at [redacted] when I was approached by to verizion fios sales reps asking me if I have their service. I responded, "no, I do not". The two men than replied well if you switch over to verizon we can BEAT your [redacted] bill every month. They asked me what I had and I told them I had 4 boxes and all the channels for no more than $140. a month depending if I rent movies or not. The men than said on top of beating your monthly bill, we will also set you up with a free tablet. I informed the men that I had an offer at home for a free $400. gift card if I signed up and that I would wait to look into verizon services at a later time. They said, " well wait, you can save yourself $5.00 a month if you switch to verizon. I replied to the men, what channels would I have? they showed me the package and it was less channels than I currently had with [redacted]. I said, : no thank you, gentlemen, I will pay $5.00 more a month and keep all my channels with my four boxes". They one guy said, "fine, Ill upgrade you to the next package up, give you the gift card, and the tablet and you will still pay less than your [redacted] bill each month. So I asked the man to do the math in front of me so I now what my bill will be each month. He did the math on his cellphone and than says okay will it will be 2.00 dollars more a month (136. and cents). but you are getting a great deal tonight. I said, "Fine, give me all what I have now with [redacted], the gif card and the tablet and I'll sign up". I was taken advantage of, lied to, and false advertised. I went back to the store on 12/** after they set me up on 12/** and informed the man he didnt give me what he promisde for the 2 year contract. He told me he would take care of it and has only given me the run around. After 4 calls to him and a visist to the store, I called the verizion customer service line and explained what had happen to me. The response I received was, "well miss, that is why you should not go to contractors and you should have called us.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want what I was sold on. I was told by the two men, they could beat my [redacted] bill each month, knowing I have 4 boxes and all the channels. I paid no more than $140. a month

Business

Response:

According to Company records, the customer madechanges to her package. The monthlyrecurring charge is not $175. TheJanuary**, 2015 bill reflected $11.66 for an outlet activation fee (2ndpayment of three), $23.33 data activation fee (2nd payment of three). The bundle rate is $54.99 ($70 in bundlediscounts). The customer has fullyloaded entertainment package with 50% off ($24.50 off for twelve (12)months). Four erquipment tv package$34.99, wireless router $5.99. The totalestimated monthly recurring charge including taxes, fees and surcharges is$142.14. Subsequent to request, I was also sent the emailconfirmation emailed to the customer that reflected estimated monthly chargesof $136.57. The same email stipulated thatthe first pro-rated bill (pro-rated charges plus one month in advance) would be$189.15. I was also advised that thecustomer was sent the $400 gift card. I was advised that coaching will be given to the twooriginal representatives who negotiated [redacted]’s package. Specifically, it will be emphasized that thecustomer must be advised that due to pro-rated charges, the initial billingsubsequent to changes made may be artificially higher than the promised monthlyrate. On behalf of Verizon, I apologizeif this information was not provided to [redacted].Subsequent to my speaking with [redacted] onFebruary*, 2015, I forwarded her concerns to our billing department. Multiple attempts were made to reach thecustomer but were unsuccessful. Noadjustments are warranted as the billing is correct.

Review: Verizon is NOT honoring my new contract that was negotiated by phone.

In April my contract was expired. Account #[redacted]. The new amount for the next 2 years was $183.80. I called Verizon and said this was not acceptable to me and they stated that I could get a $20.00 discount bringing it down to 163.80. I stated this was still too much and the rep put me on hold and said his manager would take off an additional $15.00 to bring the bill down to $148.80. We agreed on these terms and I signed the contract verbally on the phone by listening to a recording and agreeing to the terms. I received my first bill and it was $183.80. I once again called and was told the bill was already generated, so go ahead and pay it and I would receive a credit on my next bill for the over payment.( I never got that credit). I get my next bill and it states $163.80. I call AGAIN and get a rep who could barely speak English and she states I must have misunderstood and I get very irate and tell her no I understood very well the terms of my contract and they were breaking it. She says she will call back in 7 days after it gets reviewed, NEVER heard from them again. Cable bill comes and I pay $148.80 the agreed on amount. Now I get new cable bill and it states $163.80. I am tired of all the miscommunication on their part. The agreed amount was $148.80 BOTTOM LINE! Proof is in the recorded phone conversation I had when I renewed my contract. If they are unwilling to theses terms I feel THEY are breaking the contract and I should be able to drop them without paying a disconnect fee they charge! Also they owe me a credit for the before mentioned over payment on my first bill.Desired Settlement: Make Verizon HONOR the agreed upon amount of $148,80 per month or release my contract. They should not be able to agree on an amount and then tell the customer that that was not the terms of the contract and then say it will be reviewed and a call back will be given with in 7 days and then NEVER hear another word from them. Also I would like to speak to some one I can understand.

Business

Response:

Florida Executive Relations/[redacted]-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my calls. Accounting has reversed the funds of $71.73 back into the customers bank accoutn as of 6/*/15. Laura

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:

This is NOT in regard to MY complaint. I filed against Verizon on 6/**/15. This letter is dated 6/*/15.....WAY before my complaint was even filed. My Revdex.com case # is [redacted]. Wrong customer, sorry?

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

Sincerely,

Business

Response:

We spoke with [redacted] on July *, 2015 in regards to her inquiry. We did acknowledge that there was a $15.00 credit that was applied to her account. We have issued credit for the remote controls that were shipped to her as well. We have reviewed her account and charges that will appear on her Verizon statement.

Consumer

Response:

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

Sincerely,

Review: I am having issues with my Verizon DSL service and have made over 8 calls to Customer Solutions to have my service repaired. After the first two calls I was sent a new wireless rounter, but my internet service as still slow, spotty or non-existant at times. I have placed over six addtional calls to Customer Support and Tech Support and have been bounced back and forth. Each call takes over an hour with NO RESOLUTION. Tech support walks me through all the steps to test the line, then tells me that they need to get network support to get a technician dispatched. They tell me they will call me back in 24 - 48 hours with the appointment. I never receive a call and have to call them back again and go through all the steps agian with Tech support and network support. I have been given several excuses or just been told that they would call me back with a response.

I have been told that I since I do not have a phone line connected with my serivce I would need to get a bundle package of Phone and Internet.

I was told I could not upgrade to Fios because my address does not qualify and have been even told their was an issue with my address.

They warned me they will charge me to send a technician out to look at the line and there would be an additonal charge for any materials. To which I agreed to as long as they come out to check my line and fix it.

I have had the same service and line for over 13 years and I am sure the line is damaged and needs to be replaced. My account is in good standing and I make automatic payments.

I am tired of being given the run around and not getting any repairs.Desired Settlement: Repaired free of charge and a refund of my charges for the month I did not have service.

Business

Response:

The customer was contacted and Verizon is upgrading her DSL

to FIOS Data. It will be installed on October **, 2013 between 1 – 5 PM. The

customer is satisfied with the resolution.

Review: Aug 2015 Verizon contacted me in regards to renewing my 2 year contract for a better rate. I was not interested in doing so and informed the representative that I would like to cancel my service. Representative understood my request and said it would be taken care of. A month and a half later I still haven't received any shipment information to return equipment and was still being charged for service after the fact a was told to disconnect service.Desired Settlement: I wish to have recent months adjusted since I was told it would be cancelled and service terminated.

Business

Response:

Please be advised Verizon record showed no calls prior to October **, 2015 requesting to disconnect the services. Based off this information no credits have been applied to the account. I was unable to reach [redacted] and sent the attached letter as our response. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations