Verizon Communications

Review: After an email confirmation about "estimated" monthly cost - the first bill seemed reasonable.

The second bill was $435 dollar and they no honored the bundled rate on the original order.Desired Settlement: We want to pay the rate we agreed to when signed on. We consider this terrible customer service and expected my from Verizon.

Business

Response:

Good afternoon, I had a Verizon Representative contact the claimant and we have issued credit to the account for charges that were in error. Additionally, she has placed an order to get the bundle price to match what they signed up for. The Representative will follow up with the claimant to ensure the pricing is correct.

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: Since late July I have experienced sporadic and slow Verizon DSL internet. This went on until early to mid August (since at least 8/**, but their call logs don't show each that was made), when I called Verizon to report the issue. My problem was immediate "diagnosed" as a defect with my modem because it was "too old" and I was promptly charged $39.99 for a new one. It came, I hooked it up, and the problem persisted. Verizon then told me it was an issue with my wires. A few days later a tech came to my building on 8/** and said the issue was beyond his scope. I was told another tech would return, given conflicting times and dates about when I'd regain service and when he'd show up to repair it. It has now been over a month, nobody has called me back, no tech has visited me, and I have the same conversation I had in mid-August multiple times a week, meanwhile I have absolutely no DSL, not even a weak, sporadic signal, for about 4 days now. I am repeatedly told service will be restored, given a date, and it is not.If I had to rely on Verizon to run a small home business, I would now be out of business because I can't rely on them to do what they promise. It's absurd that except for the tech who came, I've not been able to speak to one person in my area, no less the United States who is actually on the ground locally to have some recourse.Desired Settlement: I'd like to get my service restored ASAP and to ensure that I am not charged any amount for these weeks that I receive no service.

Business

Response:

Technicians advised customer restoration has been completed. We are unable to verify due to customer not home. Follow up repair to complete wiring. case closed.

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

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 spent 25+ hours, on 35+ phone calls, with 40+ people in the past 3 weeks attempting to get basic home phone service installed. My husband is currently incarcerated and in order for him to come home, he must be put on house arrest. In order for house arrest equipment to be installed, we need home phone service. I initially contacted Verizon on April **. I signed up for service and was initially given a May ** install date. I called 2 days later to see if I can get my install date bumped up. It got bumped to April [redacted]. Come that day, no one showed up. I called twice in 3 hours and both people claimed I was "[redacted]". Nope. Eventually, I got someone to do a central office connect. However, the phone doesn't work on my end. I called for a repair, but they said I am still considered a new install and not a priority. I was so infuriated, that I didn't call back for a few days to reschedule. I called and got a new date of May **, then May * and finally May **. This was over various phone calls. No one showed up yesterday, May **. I was told no one was ever showing up. I am once again rescheduled, now June *. My husband can not come home until this phone is working! I am taking care of 2 children, including a 4 month old, with no help and no income. I am going to end up homeless because these ignorant animals couldn't be bothered to come fix my phone. I also rely on SafeLink (minute phones) for communication and I have all but used up all my minutes on these people, with no other phone for emergencies or to speak with my husband from jail. This is unacceptable! I don't care about a strike! People are still working regardless.Desired Settlement: I want my phone repaired, installed, whatever immediately. I also feel I should be compensated for the nightmare these people put me through.

Business

Response:

Please be advised, Verizon records reflect order #[redacted] was created 4/**/16 carrying an original due date of 4/**/16. Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this we do apologize. Records reflect the service order completed on 5/**/16 however the consumer did not have dial tone within the premise. A trouble ticket was created 5/*/16 and a technician was dispatched 5/**/16 however had no access to the building. A second technician was dispatched 6/*/16 and restored dial tone having repaired the inside wiring. Verizon has spoken with the consumer and confirmed that services are functioning. Verizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services .

they are very unreliable and their service is terrible I had been with them for a while and I suggest that nobody use them because they are unprofessional and wont answer my calls for help and they wont let you talk to a supervisor cause then they will hang up on you or don't come to the phone..then you wait 30-40 minutes for someone to come to the phone.I called them yesterday and they don't bother to answer the phone and I had to call billing for help cause they wont answer...then I get somebody who don't want to deal with the public..stay away from Verizon products

I am writing in behalf of our business, Healthcare for Women. We moved to a new location in Reston back in December 2015 and decided to change phone companies to Verizon. I decide to use Verizon this time (vs. [redacted] or other phone companies) since this is an actual phone company. Big mistake! I have been, since 12/**/2015, trying to resolve issues with our phones which are still not working properly. I feel I am going in circles between Verizon (provides lines) and our service provider (provides the equipment in the office). I have two basic problems that is up to Verizon to fix: one is caller ID (Verizon says that they cannot offer Caller ID because their technology has not develop that yet ???). I spoke with four different people at Verizon in four different occasions and they all told the same thing! Really, no caller ID?! The second problem that we have is that after a caller ends the call, the line remains connected. Verizon does not disconnect the call. So, we are running into lines being connected/busy for hours! The Verizon Tech that was here last week admitted to being their problem. I have been trying since last week to get Verizon to fix it. I was told that it is an easy fix. Three phone calls (with extensive hold times) and two emails away, and still no response. Two months since we moved and our phones are really a disaster. Being a business that provides healthcare services to the community, this is not acceptable.

Review: Verizon follows the typical corporate model of misleading customers to get money from them, then refusing to be held accountable. In a word, Verizon lacks integrity. Verizon pushed me to have TV, internet and telephone installed immediately, although I told them the restaurant was being remodeled and I wouldn't need the service until Nov [redacted]. The representative / salesperson lied to me and said I wouldn't be charged until I wanted to activate it before opening, even if the service was installed.I decided to allow them to install cables and would wait to activate before opening. Yet, I received two bills before I opened: one for residential (which verizon originally completed the order incorrectly) for $70 and one for business for $636. Verizon activated the service immediately, although I was told I could wait until I was ready to open and notify them, and insist I must pay $700 for the time the cable laid in the ceiling.Desired Settlement: My Verizon account credited for the time I did not use the service, as I was told by the salesperson. Service to begin October [redacted] would be fair. Please credit the $70 I already paid, as well as the $636 you are demanding I pay.

Business

Response:

Investigation determined the service activated n 10/*/13 as residential

service and on 10/*/13 converted to business type of service. We do not prewire

locations. Monthly fees begin as of date the services are provisioned to the

address. We did agree to adjust charges

for service from 10/*/13 to 10/*/13 for charges associated with residential type

of services. The monthly charges for the business services though have been

sustained. We apologized for any misunderstanding, but services were provided

and there is no such offering as delayed billing.

Review: Verizon Fios is charging me a $64.99 fee for a jack installation I didn't authorize. I was told it would be removed, and now I'm being told it's not.

I had Verizon Fios installed in my apartment 4/**/14. The technician, unbeknownst to me, apparently installed a jack. A few hours later I got an email advising me that I was being charged another $64.99 for that. This item was not in my original purchase order (which I have saved in my email), as customer service reps have claimed. I have spent 10+ hours on the phone/online trying to get this corrected. In an online chat with an agent on 4/**, I was told that it would be removed. I saved the conversation, her ID#, etc. I then got my bill, about a week later, which still had the charge on it. When I contacted another live agent, I was told they were not removing the fee because I was told about the install via email. Which I was not. Only AFTER the technician left my house, did I receive an email. And never was I asked if that was ok. I'm not a technical expert, but this house previously had Verizon Fios. I find it hard to believe there was no phone jack in a house built before the advent of cell phones. And even if there was not, I did not authorize the installation of one. (I wouldn't have needed it, I have cell phones.) How is Verizon permitted to tack on any fees they wish? What's to stop them at $64.99. And I am a new customer- I can only see it going downhill from here.

Not to mention- the technician left my house without activating one of the tv boxes. The most basic of steps that he neglected, cost me another 4 hours (yes, 4 hours) holding for a rep to do it- and it took ONE minute. The service all around has been awful.

And by the way, Verizon, your technician accepted a handsome gratuity. Which I understand they are not supposed to do.Desired Settlement: Remove the $64.99 fee from my bill. Account #[redacted]

Consumer

Response:

Verizon has refunded the charges as I requested in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: To Whom It May Concern,[redacted] is the order number. I placed an online order of FiOS QuantumSM Internet 50/50 Mbps on 9/**/2014 online, I was schedule to have installation on 10/**/2014, no one came for install. Then I called the customer service on 10/**/2014 after on phone more than hours they hang my phone call. I chat on that day no reply. after all they reschedule me on 9/**/2014 from 8-12pm and again no one came. after chat why they didn't showed up no response and I started to send them email after email then they rescheduled me again on 10/*/2014 from 1-5pm and no one showed up. They keep saying engineering not done. Am I the only house that they haven't install the engineering work? They are not telling exact date to install the service. I lost 12hrs of my paycheck as I took time off from my work to be there for installation and no reply came from them that we won't come. Every time I had to chat and send them email for this issue and not appropriate answer came. I have all the chat record and email to prove my situation. Is this the way Verizon provide new service? Not a single person in customer service were able to answer my question. I am hoping Revdex.com can help me this issue?I would like to know exact date for installation. I have been tossed around from one answer to another. Thank You.[redacted] Product_Or_Service: Verizon Fios Internet Service

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would be like to seek an appropriate answer for the issue. Three times schedule and no one showed up and this is from Verizon. I dont want to hear engineering a issue but a date that this will be resolved. They took so much time and they said my home address is eligible for Verizon fios internet but when time come to deliver they are running away. This is false advertising and harassing customer and wasting so much of my time. [redacted] was my

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.

Finally on 10/**/14, verizon came and install the system. Issue is why did them take this much time? Engineering wasn't the issue. I talked to with [redacted] the installation person from verizon, he said, I saw all the notes and I really have no clue why took this much time?

DId verizon didnt want to fullfull his promotional?

The Tv box they set up, is not working and I havent complain to verizon yet since I was busy with work and travel.

Sincerely,

Review: On Oct *, 14 I made a $100 payment and set up a $145 payment for Oct **, to what I found out was an previous account (closed in 2012) and not my current account, for a total of $245. Both payments went to the closed account, received confirmation numbers, and thank you emails for both payments. I called multiple times about this and to try and get my money refunded to my bank account. The first being on the [redacted], again on the [redacted], and [redacted] of October 2014. I was told by the financial representative that they can see the payments made on the account but they need to open an investigation on where the money went. The second representative opened another investigation containing both payments but said that since Verizon can see the payments were made I would be able to get my money deposited back into my bank account. I informed them I had proof of payment from my bank, I was then informed it was not necessary since they could see the payments. When I didn't hear anything or see my money I called again and was told I wouldn't hear back from them for 7-10 business days, and that there was no one I could talk to in order to get my money back sooner. There was no hesitation on Verizon's side to take the money, even though Verizon allowed me to log into a account that should have been disabled/deleted when I closed my account in 2012 (that is a BAD information security issue because someone could have stolen my information), make 2 different payments (one for Oct * and one for Oct **) but it also took the money and applied it to an account that was no longer active. I just want my money back in my bank accout. $245 is no small amount of money, and creates a hardship on me that I should not have to deal with. I was given a fax number to send in proof of payment that they already have, to get my money back but It doesn't work. Nobody ive spoken to can give me the proper number, when I informed another representative about it I was given another number that did not work and was sent to secure chat where I was told it would take another 7-10 business days to get my refund.

Product_Or_Service: Verizon FiosDesired Settlement: DesiredSettlementID: Refund

I would like my money deposited back into the account that it came from and not have to wait a month and some change for it to happen, as well as better customer service.

Business

Response:

According to record, the payment reversal for the $100.00 payment completed on November *, 2014. [redacted] confirmed receipt of the funds and informed she has not received the $145.00 payment. [redacted] in the Executive Relations office informed [redacted] the $145.00 payment reversal is in progress and an expedite has been requested. [redacted] informed she will make immediate contact once the payment reversal completed. [redacted] was provided direct contact information to reach [redacted] in the Executive Relations office.

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. Still waiting on the complete return of all funds to my account. Issue NOT yet fully resolved.

Sincerely,

Review: On November*, 2014, I cancelled my service with Verizon resulting in a credit balance of $71.48 on my statement dated November**, 2014. I have made various contacts to Verizon's Customer Service regarding my credit (note: Verizon has designed their process so that the only means of communication I can use is to dial the general [redacted] number). Each time I call, I receive a different answer ranging from "you don't need to do anything - your credit will be issued before your next bill" to "its because of the holidays - you should receive it within the next few days" to "you will receive it 60 days after the credit appears on your statement." It is now February [redacted] and I have not received the money due and owing to me. My account bill dated January**, 2015 still reflects a credit balance of $71.48.Desired Settlement: I wish to have my money which is being held by Verizon returned to me as soon as possible.

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: In September of 2014, I cancelled my service with Verizon and my error I over paid Verizon. I received a statement from Verizon stating DO NOT PAY, amount due me/you ($103.71), as of today I have not received my refund yet. I have called and written letters to them, it's going on six months, associated account is [redacted]-###-###-####-** and tel # ###-###-####.I'm asking for any help from you. Thank you,[redacted]Desired Settlement: DesiredSettlementID: Refund

A check from Verizon to me for over paying my Verizon Bill.

Business

Response:

Verizon issued the refund check. Verizon has verified with [redacted] that her concerns have been resolved.We trust this information will help to resolve [redacted]'s concerns.

Consumer

Response:

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

Sincerely,

Review: Verizon contractor cut 144 ft swath through my lawn, far away from a road way that is private, to connect cable to a neighbor. In doing so, they damaged my lawn and electronic fence. Before they buried the cable, I informed them that they were way on my property with the line which was already hooked up to my neighbor. 2 hours later, in heavy rain they ran a trench digger through my lawn. The operator claimed they attempted to contact the neighbor, but could not - so he made up the property line. They have left the hooked up cable on my lawn - interfering with my ability to cut the lawn. Have contacted them several times. They schedule appointments but fail to show upDesired Settlement: they need to remove the cable from my lawn and pay for complete repair of electronic fence

Business

Response:

In response to the complaint filed the damaged fence and lawn were repaired. The customer has been provided direct contact information along with the number for the Verizon contractor.

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:

While there was an attempt at repair of the lawn, it is still unsightly and probably will be until fall. I paid for the repair of the electronic fence. A receipt was given to the contact. He has removed the flags that determine where they dig from my lawn, but the cable still is stretched over my lawn, making it more difficult to mow my lawn without hitting the cable.

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

Sincerely,

Business

Response:

Per the Verizon contractor they sent the customer payment for the fence on 7/**/15. The also advised restoration will be completed when they work on [redacted] is done. They advised they spoke with the customer and he was ok with the plan. The customer has been provided contact information for the contractor and additional questions should be directed to them.

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: To whom it may concern,

I have been a Verizon fios customer for over a year, recently I changed my account and ordered a new receiver box, right off the bat Verizon decided that its customers are not important anymore as I was told to go personally pick up the new box as they don't mail boxes and I would have to pay 25 use for delivery, I was ok to picking up the box and asked the rep for the nearest location, they told me its in queens mall to my surprise when I went there I was told that the location have been closed for over a month, I came back called again and was given a new location, there was not much I could do so I went to the location with my order number, I went to the store and found out that there is no order in the system for me, at this time I called customer service again and they proceeded to place my order and I picked up the box, when I got home and plugged in the box it did not work, so I called Verizon again and after an hour with tech support found out that the retail location had made a mistake and given me a [redacted] box instead of a [redacted], I spoke to the supervisor named Omar and he tried to resolve the issues and admitted its the stores fault for giving me the wrong box and I should go back and exchange it, that store since Verizon has closed many location is really out of the way and I have to take 2 different buses to get there, Omar said he would talk to customer relations and transferred me to Erica in Iowa, Erica seemed she was helping but said at the end there is nothing she can do and I should go back to the store, I advised her that it's not possible as I work as well and since it's not my fault Verizon should send me a new box, she bluntly told me there's nothing she can Do, there's no supervisor spin duty and then actually hung up on me, as a customer this is totally unacceptable to be subjected to such treatment and tell me that a billion dollar company has no solution for a customer, yes it is out fault but you should solve it, how is this acceptable in any business that a customer is on the phone for over a hour and a half and then me hung up on without a solution ???Desired Settlement: I would like Verizon to change and fix this box since I am paying for something that is not working and they are refusing to fix the issue in a mafia like manner

Business

Response:

We have left a voice mail stating we need to schedule a technician to go out to add the STB. We have called 5 times and have not received a call back. The customer must return our call and we can deal with his issue directly. 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.

Sincerely,

Review: As a new customer with Verizon Fios I was offered a move in special of all premium channels for free for 1 year. Once I received my bill I am being charged 50% off of the regular premium fee. I understand this is a great deal but it was not what I was offered. There is a difference of free and 50% off. After trying to resolve this issue with CS, they told me I can take off all premium channels with no penalties, again this is great but it is not what I was offered when I signed up. I am asking that I get the move-in special of all premium channels free for 1 year as I was offered when I signed up.Desired Settlement: I would like all premium channels free for 1 full year.

I appreciate the 50% discount but I was promised FREE.

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: In November of 2015 I switched over to Verizon fios for my cable provider. When I was on the phone with them it was constantly stated by both sides that this was not a contract. Due to the sub-par customer servic/support, I chose to switch to a different provider. On January **, I called to cancel my cable service with Verizon. After 40 minutes of run around I was informed that they could remove my service but they would have to charge me an early termination fee due to my contract.

How can I be penalized for early termination when I was told several times that I was not under any type of contract?Desired Settlement: The early termination fee of $210.00 be removed.

Business

Response:

According to our records, a Verizon representative spoke to [redacted] on February *, 2016, and advised now that he has ported out his telephone number, we can place a disconnect order for his data and video service with Verizon. The representative waived the early termination fee and explained that [redacted] will receive a return kit with prepaid labels to return the equipment via [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and I am currently waiting on the final bill to ensure no other fees are added

Sincerely,

Review: I am getting Verizon FIOS Adds mailed to me that come in the weekly mailers by the USPS and the latest add suggested that Verizon FIOS was in my area of [redacted], and I can get the FIOS Triple Play Package with FIOS Prime TV, FIOS Internet 50/25/ and FIOS Home Phone service for $89.99 a month. But when I called them today I cant because it was in my area. It is in the Town of Tonawanda zip code [redacted]and in North Tonawanda, but in the City of Tonawanda which shares the zip code for the Town of Tonawanda both are [redacted]. Here on my [redacted]residence there is no FIOS Services according to the Verizon Rep. I told the lady that I am complaining to the Revdex.com about false advertising. She got real nasty with me and said sorry but DSL Service and Direct TV Service is in your area not what the Advertisement said at all. I been getting these advertisements for over 2 years now.Desired Settlement: I want Verzion FIOS Service that they offered in the Advertisement.

Business

Response:

We spoke with customer to acknowledge receipt of complaint

and apologized for the problems.

Review: My issue began nearly a year ago and has not been properly corrected by Verizon to date. The services I receive are residential DSL internet service. I do not have a phone line nor did I ever sign up for one. However, Verizon has two separate accounts: one for my nonexistent phone line (###-###-####) and one for my DSL services.

Through no fault of my own, each time I have made a payment via my verizon online website, the payment has been erroneously credited to this "ghost account" for phone services. At one point approximately 6 months ago, I had to submit my bank statements to show that a payment I made, with the assistance of a representative while speaking to him on the phone, actually posted from my account to Verizon.

I filed a complaint with Revdex.com around that time as my frustration with trying to have my issue resolved became unbearable (and after my service was suspended). After filing that complaint, I was contacted by a representative who assured me that all my payments would be credited to my account, that I actually had a credit and that said credit would be applied to my account each month until I received a bill showing that I owed money again. Additionally, the two accounts were supposed to be "merged" so that these issues do not continue.

Foolishly, I accepted the explanations offered and assurances from this individual.

Months later, I realized that the same thing had again happened. Payments I make online are being credited to this ghost account phone line, despite the fact that Verizon was supposed to have merged the accounts already as part of the resolution of my prior complaint.

Upon receiving a notice in the mail indicating I was past due for approximately three months, I reached out to Verizon. This lasted for several weeks as I was initially promised a call back (which I did receive), only to be told during that call back that the rep could not assist me and I was provided with another number. The number turned out to be the billing department. After several attempts to speak with someone at the billing department, I was finally told that the issue would be resolved. Another Verizon rep from another dept. who was allegedly capable of merging the accounts, conferenced in and explained that she would have the accounts merged. The billing department stated that my credit would be transferred to my outstanding bill. It is important to note that I mentioned to these reps that I received the past due notice and expressed my concern that my services would NOT be interrupted. I was assured that they would not as the reps had made notations in their systems and set up service tickets.

About a week went by and I received no notification that my problems had been resolved. I then received a letter in the mail indicating I now owe $158.92 dollars as another bill is apparently due. Another critical note at this point is that I have been getting charged for late fees this entire time, which are completely erroneous and must be removed from my account. After receiving this letter, I immediately called Verizon to try to resolve the issue and make sure that my account is being credited the amount I am currently owed ($261.91). I could not reach a live representative as I called "after hours". The next day (yesterday), my service was suspended.

I called the billing department last night to try to restore my services. The representative advised that she could only accept a payment for what was due to restore services. She claimed that she could not "see" my other "account" (the one that doesn't in fact exist). She said I would need to be transferred to the NY office to discuss the "phone line" and have the credit issued. Upon being redirected, I was only transferred to an automated line as it was after business hours. At this point, I can no longer wait idly for Verizon to correct these issues.

I am tired of being treated this way and frustrated that I am constantly thrown from representative to representative and never given any assistance or resolution. This issue has been ongoing for nearly a year and Verizon has proven to be the worst customer service department of any business I have ever dealt with.Desired Settlement: At this point, I want what has been promised to me time and time again and I want it IMMEDIATELY:

1. Merge the two "accounts" so this issue does not persist

2. Refund me all the money that is currently credited to my account or apply what I am owed to the current "outstanding charges"

3. Remove ALL late charges

4. Provide me with a free credit report evidencing that Verizon has not negatively impacted my credit due to their own incompetence

Failure to comply with these demands within 72 business hours will result in taking additional legal steps/remedies.

Business

Response:

Our investigation determined payments were being posted in

error against the incorrect account. We issued referrals to have the accounts

merged and had the data service restored. We confirmed accounts merged and

services restored. We left messages for customer to apologize for the problems

and provided contact information for customer if any issues unresolved.