Verizon Communications

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: 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: 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.

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: 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: 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 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: 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: 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.

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: 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: 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,

Review: I live on the east coast in the summer and the west coast during the winter. Each year, when I call to cancel my service, Verizon informs me that a Vacation Suspension is best for me. Before I schedule the Vacation Suspension, I make sure all bills are paid up, and believe they need to be to order this special service. After I move out west, my tenants inform me that the internet is still on. I call Verizon and they tell me it's currently off and the Vacation Suspension is on. This goes on for 2 months and I keep getting bills and paying them. After many calls totaling well over 15 hours, I just paid them to clear this up and be on schedule. I make a payment last month and today received a letter for the amount from a collection agency. Since my account is now in collections, not possible to contact Verizon. So the Vacation Suspension no longer exists, not possible to get service scheduled now, since my tenant has an account in their name.Desired Settlement: They need to contact me and stick with the original Vacation Suspension and credit me all the money I overpaid.

Business

Response:

We let the customer know that this was pulled from the outside collection agency. His billing issues were taken care of as well. Case closed.

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. It is too bad that the only way they would contact me was by going through the Revdex.com. This was taken care of, but should never have gotten to this point. My account was closed, nit suspended as I was told many times and fairly recently. Pulled from collections and no balance due. Just no internet when I arrive home after the 6 month absence.

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: 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: I recently contacted Verizon in December 2014 to find out my bill balance and was told that my bill balance was 0 by two different representatives and again was told I had the 0 balance so therefore, I continued on and 1 week later sent an email that reads that I owe them $278.84 and thats seems like a problem to me because the honest truth is that I beleive I owe them $71.00 because I have the select package with is always $146.80 due every month by the [redacted] of each month and I know my last payment was $75.00 given to them on December *, 2014 and me knowing they bill 1 month in advance leaves me with a balance of the $71,, which cleary adds up to approximately 146.00 and now Im being for more than that amount of $270.00 because they bill 1 month in advance for which I do have knowledge of therefore my total bill should be in the amount of $218.60. I spoke with them today and was told that their billing department had encounter some errors, but that very scary for me because I realize I do owe them $218.00 but I do not owe them what they are trying to receive from me so I need your help, if their billing department are having error issues only God knows what they will come up with next so im not very happy wih their services and this happened before with verizon company. the representative took off $8 this morning but im still crying because they have to many error isues and need to fix it once in for all!Desired Settlement: Is for them to understand that I only owe them $218.00 which is due by Jan **, 2015 and not $270.00 because they cleary have error issues, especially when it comes to customers bill payment.

Business

Response:

Our attempts to reach [redacted] to discuss this complaint have been unsuccessful. Verizon records show that the amount currently owed on the account is due to Verizon receiving partial payments for the October, November, and December 2014 bills. We will be happy to review the billing and payments received with [redacted] once we are able to speak with her.

Review: I renewed my contract through their online chat in October. My bill has been completely screwed up ever since then despite several contact attempts.

In October I renewed my expired contract with Verizon. I lessened my service (television specifically and internet speed) to go from a rate from approximately $180 a month to $141.98 a month. I have the conversation saved and repeatedly asked if this rate included boxes, service charges, taxes, etc. My first bill came in at $200 a month! I contacted the chat on 11/**/14. They were unable to help, but had someone email me back. The email states that they placed another order (there was something wrong with the initial order) and that my rate would be dropped and I would receive a $30 credit. My rate has STILL not dropped and I NEVER received the $30 credit (I have this email available if need be). Out of haste due to being busy with the holidays I paid the $200 so as to not have my service cut off. I am owed money from paying my December bill. My January bill is in. I understand there is an equipment charge for a new battery, however the rate of $141.98 is still not being reflected in this bill. I don't have any more time to waste on this nonsense.Desired Settlement: I expect a refund of the over payment last month of approximately $60. I expect my current bill to be adjusted to the $141.98 that was promised to me in conversation/chat id #[redacted]. If these things cannot be met I would like to leave Verizon. While I agreed to a two-year renewal, I did not agree to a rate other than $141.98. Also, when are they finally going to update my contract? It's still showing online that I need to renew! I've done it twice! I would like to leave Verizon immediately

Business

Response:

According to record, this issue was addressed and resolved with the customer on January *, 2015 by billing representative [redacted]. According to the representative, an email was sent to [redacted] to advise after review of the billing, all charges are correct. The representative apologized and informed [redacted] the $30 credit did not post to the account and a manual adjustment was issued, leaving a balance of $178.58. Upon receipt of the complaint, the account was reviewed by a supervisor who confirmed the billing is correct. No further action required by Verizon.

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: 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: 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