Verizon Communications

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: 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 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 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 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 .

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: 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: I had my service disconnected to to late payment. I went online on 8/**/15 to restore my services through the Verizon restore services sites that automatically came up on my internet. In order to restore services I was required to pay 121.12. I entered my pre-paid credit card number and attempted to process my payment. An error message came up and said my payment was not authorized and to try again 30 minutes later. I then called the phone number and attempted to make my payment over the phone. I was told I needed to pay additional fees to make payment over the phone. I entered my pre-paid credit card number again and was charged 138.60. I was told my payment went through and service would be restored in 30 minutes.

I checked my card balance this morning 8/**/15 and I noticed that Verizon has doubled billed me. They have processed my 121.12 payment AND my 138.60 payment. I attempted to call Verizon and spoke with a "Sandra" who told me that I would have to wait 3-5 business days to be able to dispute this double charge. I then would have to wait 7 days to have it refunded to me. I told her this was not acceptable and I needed my money refunded back to me. I asked to speak with a supervisor and was told that I needed to be placed on hold. I was on hold for 8 minutes. Sandra then came back on the phone and told me the supervisor was not there. I told her I did not believe that and to get me a supervisor now. She then placed me on hold again for 6 minutes. Sandra came back on the phone and told me her supervisor was now on a call with another customer. I told her I would wait to speak with her. She placed me on hold for another 8 minutes. She came back on and said her supervisor " Ms. C[redacted]" said she is still on with another customer. I told Sandra that I would continue to hold. She placed me on hold again for 8 minutes. Came back on and told me supervisor was now on another call with another customer. I am still on hold at this very moment. This is completely unacceptable! I am going to cancel my services all together and go with another provider if this is not resolved immediately. I want my money back. I am now being connected with a Mr. S[redacted]. I was originally told there were no supervisors there, now there are two ? I don't like being lied to !Desired Settlement: 138.60

Business

Response:

Upon receipt of this complaint we made attempts to contact; leaving messages. We wanted to advise [redacted] that because the card that was used was a prepaid card the reversal will be processed as a paper refund check was requested on 8-**-15.

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 received NO messages from Verizon.

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

Sincerely,

Business

Response:

We have made additional attempts to contact [redacted] on 9-* & 9-* via voicemail and on again on 9-* via email. If [redacted] would like to have her concerns addressed she can contact us directly @ ###-###-####

Review: I have had two verizon phone accounts.

The first is ###-###-#### which I terminated a couple months ago. Apparently I had an outstanding balance due after I terminated the service for approximately $117.

The second is ###-###-####.

I called approximately 11/**/16 to change the credit card number for the autobilling for ###-###-####. I changed the credit card number successfully with the agent, although it took 45 minutes and I had to speak with a [redacted]. I was advised I had an outstanding balance of approximately $117 for ###-###-####. I was transferred to an employee named [redacted] who processed the payment of $117.

November **, 2014 I received an email from Verizon that "The most recent Verizon payment has not been processed because the credit card was declined."

I've spoken with [redacted] and his [redacted] indicating that there is no history of this decline.

I suspect this is attributed to the agent [redacted] regarding ###-###-####Desired Settlement: I need an email confirmation from Verizon that both accounts are current, there is no past due amount for both accounts.

Business

Response:

Our records show a payment was processed on November **, 2014 to the final account. It was verified that the final account shows a zero balance and a Paid In Full letter was emailed to the customer. Credits were issued to the existing account which has a credit balance to be applied to the next month's bill statement. I spoke with the customer on December *, 2014 apologizing for the inconvenience and confusion. There was an email sent to the customer advising the customer to contact their card issuer for additional information regarding the credit card payment. The customer has our contact information.

Review: I had internet service with Verizon while living at [redacted]. I cancelled internet service with Verizon in June 2014. I paid my final bill, which was to be prorated, as I was not using the service for the entire month. After moving out of state, Verizon, rather than paying me the money they owed me for the prorated services, instead sent me to collections, claiming I owed them even more money for an unreturned piece of equipment. The equipment was mailed in mid-June, as instructed by Verizon (I have the mailing receipt), and over then next several months I kept getting bills from Verizon for the equipment. Every time I would call, a representative would tell me not to worry about it, that the equipment is probably in the warehouse, but has not been restocked. Moreover, every time I called to inquire about the refund Verizon owed me, I was told that I should be getting a check in the mail, which still, nearly 9 months later, has not arrived. Although, I have not received any other threatening letters from Verizon or [redacted], I still have not received my reimbursement for the prorated services.Desired Settlement: Verizon owes me roughly $55.65 for prorated services. However, because it has been nearly 9 months since I had the service, and because I have had to call them at least four different times, and now file a complaint, I believe I am owed additional money for my time. I believe a fair outcome for my trouble is an additional penalty of $50.00.

Business

Response:

On March **, 2015 our Collection Financial Service Department spoke with the customer and advised they should receive the re fund in 7 to 10 business days.

Review: I moved to an apartment that can't get fios so I cancelled my residential service at the end of march and I returned all the equipment on 3/31 (I have the email acknowledgement from verizon). I was given a prorated amount to pay for the service I used of $83.08 I paid that on 4/1. A week later I get a nasty gram email saying I didn't pay my bill and that I owe 110.88. My full monthly bill was 193.96. Do the math and verizon thinks I still owe for the full month which is incorrect. I have called multiple times over the last 2 days, explained the situation to like 6 people and I keep getting passed around between the same departments and NOBODY can help me because the account is closed. I am beyond frustrated at the gross incompetence of verizon in handling this issue. I call billing....they tell me only finance can access closed account records. I get transfered to finance....we don't handle that you need to talk to billing...I get transfered back to billing....and then I proceed to lose my temper. It's also very frustrating speaking with somebody where english is their 5th language and they have such a heavy accent it's hard to understand.Desired Settlement: Adjust the final bill to the pro-rated amount I was told about and already payed.

Business

Response:

The customer disconnected Verizon services on March **, 2016. The billing date for the account was the [redacted] of each month. At the time the customer disconnected services, there was an outstanding balance on the account of $193.36 which was billed on the March **, 2016 billing statement. This billing statement billed for a month in advance for services from March ** through April **, 2016. The customer stated he calculated prorated charges and paid $83.08 on April *, 2016 and still received an email reminder that there was an outstanding balance due on the account. Although the customer disconnected services on March **, 2016, which was in between a billing cycle, a final bill for the account had not yet generated. The final bill would include any applicable prorated credits and any additional charges should there be any, thus until the final bill generates, the difference between what was billed and what the customer paid, would remain as outstanding on our billing system. Attempts to contact the customer to discuss his concerns have not been successful.

Review: My phone was not working for almost an entire YEAR with NO explanation from Verizon about the issue and when we finally got someone to come (3 different times throughout the year), we only had them give us temporary fixes of the problem.

The last time I spoke to a Verizon representative about the problem, they said they had NO IDEA what the issue was and there was NO END DATE in site for the issue. They finally sent someone for 3 days to fix the line and it was finally fixed, but that ended up lasting only one month, because shortly after we began having problems with our phone again.

The line has a static-y dial tone and cannot dial out. All of the phones currently say "Line In Use," even though they are all hung up. I'm getting sick of the same old problem over and over again with verizon, at this point, it has been TWO YEARS of aggravation and problem with the company and I would just like to have my phone working again.

We have had this phone line and number for over 20 years and have NEVER had this much problems with the service. I am truly disappointed by the service and POOR QUALITY of work with Verizon.Desired Settlement: I would like a refund of billing to my account for the past year while the phone was not working and to have the phone line repaired CORRECTLY.

Business

Response:

Verizon dispatched a technician on 7/**/15 and the servicewas restored. The customer has been issued out of service credit for 7/**/15thru 7/**/15 in the amount of $13.76 to reflect within the next two billing cycles.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The last technician that came said the wires need to be replaced in the other hub house next to us. We have one of the hubs on our house and they keep repairing it, but its never a permanent solution. Is it possible to get a real solution? The repair was great, but again (as its been with the last 2 years), it only proves temporary. I understand that we aren't paying for service that we aren't able to use, but is that really an "I'm sorry?" "I'm sorry, you missed your appt call?" "I'm sorry you missed your call from your sister in Jamaica's call for 2 months?." I do not think that that is enough for compensate for all the problems that Verizon has caused us for this long length of time. Please come up with a better solution to the problem and fix the old, outdated wires/box (as stated by the technician). ([redacted] after all this, the least they can do is offer us a month of free caller ID).Thank you!

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:

[Your Answer Here] As of today, the line is NOT working AGAIN. Please find a permanent solution to this problem as all previous solutions seemed to have all been temporary. Thank you.

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

Sincerely,

Business

Response:

Verizon repaired and restored the service on 8/**/15. Out ofservice credit has been issued from 8/**-8/** in the amount of $1.58.

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: I called Verizon customer service for my mother who is 84 and lives alone. All the phones were out in our house and this may have been the result of an area power surge. After waiting for a period, I finally got to speak to a woman in customer service. After explaining the problem of all phones out and no dial tone, I was told that it would be more than 72 hours that a tech could make it out to the house. I requested if there was a way this could be escalated or prioritized due to my mothers age and living alone. The response I received was "Sorry but I can't give you a tech that I don't have!" I was shocked. I asked the customer service person that if my mother falls or has a health problem, with no telephone she could be found dead, and how does that sit with Verizon. There was silence! I had to make sure that the customer service was still on the line, so I said "Hello" and then I heard a faint yes. I was told that a supervisor would come on the line, but that never happened.

Calling back today, I inquired about a time slot on Wednesday. I was told there are no time slots that we have to sit and wait between the hours of 8 AM and 7 PM.

This morning I made several attempts to call corporate and speak with [redacted], who is the [redacted] of Operational Excellence and ask for her assistance. After making several

attempts, I had to give up because no one ever picked up the telephone on the general line and it went directly to voice mail! This is nothing but disgusting!Desired Settlement: First and foremost, and apology to my mother. Second, a process where senior citizens are given a priority when they are home alone, living alone to have their request prioritized so that if there is a problem; now my mother is without a telephone and is ready to call the state police or someone in state government to intercede as this is not customer service at all and borders on abuse.

Business

Response:

Spoke with [redacted] (son). He wished to express his disgust with the customer service rep. that took the initial repair call. He stated she was rude and wanted that to be noted. Refer the issue to the rep's [redacted] and it will be handled internally. Also states that the service is working fine now. But he is currently seeking a different provider. Issued $8.64 credit case - out of service credit from 7/**-7/**/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted] is 84 years old and the other part of this complaint was that she lives alone and what process is Verizon going to put into place to prioritize the handling of those senior customers who only have a land line? A great deal can happen in 48 to 72 hours,and if she cannot call out or get calls in, and she takes a fall or needs to call 911, and can't, Verizon is then liable!

What is being done to correct this situation as my mother is not the only elderly customer who relies on one phone? This is a question that has to be answered and also do to the fact that the corporate number was unavailable and went to voice mail.

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

Sincerely,

Review: Website pricing not honored.

I was going to sign up for Fios Internet 150/150. The website says it is $74.99 for 1 year then $84.99 for months 13-24. When you add it to the cart the price is changed to $99.99 for 24 months. When I chatted with customer service the price was first quoted at $114.99 then dropped to $99.99, but never $74.99 as shown. I have a picture of the $74.99 and a copy of chat with customer service.Desired Settlement: I want the advertised pricing of $74.99 for 1 year and $84.99 for the remainder.

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; after review of theaccount [redacted] has a double play with FIOS Digital Voice $20.00 + 150/150Data for $74.99. the rate does not include promotional discounts, taxes orsurcharges. [redacted] references anonline rate, however the rate only applies to stand alone Internetaccount. A Verizon representative reviewed the account with[redacted] whom confirmed all services are billing correctly. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]

Review: A door to door salesman working for Verizon sold me a Verizon Fios Bundle plan involving a two year contract. I informed the salesman that I would be moving to [redacted] in 4 months time. This individual told me that the early termination fee would be waved if Verizon did not offer services at my new address. Upon calling Verizon to transfer my service I was informed that Verizon Fios service was not available at my new location and that the salesman had lied to me about the early termination fee. No attempt was made to rectify the situation and I was charged a $190 cancellation fee.Desired Settlement: I wish to have the early termination fee removed from my bill and for Verizon to identify and discipline the offending salesperson for lying to me and wasting hours of my time.

Business

Response:

A Verizon customer service representative discussed the matter with [redacted]. The representative advised the customer that once the final bill generates the ETF will be issued as credit to the account. The representative explained that an email will be sent to [redacted] confirming the adjustment. A follow up has been placed on the account to ensure the issue is resolved to completion. We apologize for the inconvenience [redacted] experienced as a result of this matter.

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: I contacted verizon 8 times over the last 2 months to cancel my service. First, they suggested that my service could be transfered to a new location, and if they fail to transfer, they can still refund the money for June. They kept promising to follow up on it, and I kept calling back, and asking them to cancel the service,. They did NOTHING to transfer it., and every time I would be promised to cancel it, and then nothing would happen, and they kept billing me. Luckily, I received at least one email from their customer service confirming that my service will be canceled and the cancellation will be backdated to June [redacted]. Then, one day I talked to somebody who finally said that she will cancel the service, and the cancellation will be backdated to the [redacted] of May. I was surprised to receive another bill at the end of June, and when I called the company, they said that they said that my service was still active and that they had no information about any cancellations. After a very long conversation, they finally "found" a record of my request, but they refused to cancel my service as promised - on the [redacted] of May. Instead, they suggested that they will cancel it on [redacted] of June, forcing me to pay for another month. Even though I had an email from their technical support suggesting that the service will be canceled for the entire June, they refused to cancel on that date. In addition, the tech support did not want to accept the email as a proof of cancellation, and was requesting me to FAX all the information to the customer support. That's right - a modern company wants to use old technologies and does not keep any trail of interactions with customers. Besides the full refund for May (I would have canceled in May, but the customer rep. convinced me not to cancel and said that the fee will be refunded), June and July charges, I would like to hear an apology from the company for their fraudulent cancellation policy.Desired Settlement: I would like to be refunded full amount for May, June and July, have my service finally canceled, and apologized for the company openly misleading me into believing that they are trying to retain a customer, and failing to cancel my service as requested. .

Business

Response:

Good morning, I spoke with the customer and was provided with an email showing account should have been cancelled wit the date of May [redacted]. We issued an order to do just that and once the account goes final and the adjustments take place, I can work on getting the refund amount sent to the customer. The account takes 1 to 2 billing cycles to go final.

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:

1. The business response does not represent any new developments. To this day, Verizon assured me that the account will be closed at least 5 times. Every time, it failed to close it. I keep getting billed for services. I asked Verizon representative to make sure that I am not billed for the services that I don't receive. Verizon representative did not reply to this request. According to them, I will be billed for up to 100 days since my initial request to cancel service, and then they promise to refund some of my money. This is not acceptable, because I don't use the service anymore, and I don't want to pay $400 and beg them to refund money for the service that I don't receive. Verizon did not respond to my request to stop billing me. My suggestion is to have 0 balance on my account until they close it.2. The equipment return order contained "unknown" device. I was informed that I will be charged $100 for not returning their equipment. When I asked them what that "unknown" device was, and how is it possible for me to return something that they don't know what it is, I did not receive any responses. As of now, I returned all the equipment I had in my possession to Verizon, but I don't know what this "unknown" device is. I look forward to stopping this service and resolving this situation, however, from my point of view, this will be resolved only when:1. The billing stops.2.I receive the final bill from Verizon indicating the services were stopped, all the equipment was returned to them, and the bill does not have any charges/fees added after May 2015.It is a very simple transaction, and I hope we will finalize everything promptly, without waiting for months for this to get resolved.Thank you![redacted]

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

Sincerely,

Business

Response:

Good morning, The account was disconnected on 7/*/2015. A request was placed to back date the request to 5/**/2015. This will cause adjustments to be made on the account which reflect on the final bill, this can take 1 to 2 billings cycles to process. The billing cycles for this account are on the [redacted] of each month. There have been no payments on the account since 5/**/2015 which was prior to the service being disconnected. We have an open case so we can monitor the account and contact the claimant once the final bill processes. Regarding the unknown device, I advised the claimant to disregard it as there will be no charge for it and we only required that the cable card be returned.

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 we have a final bill and close the account, with Verizon's promise that there is no outstanding balance to be paid, and with the requested apology from their employees for ignoring my requests to cancel and misleading me, only then the issue will be resolved. As of now, there was very little progress in this regard.

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

Sincerely,

Review: I have found out there is a negative mark on on my credit report From Verizon Communications. While I did have service with Verizon at the time, this is for an unknown account. The account I had was in good standing with autopay, never late, and closed out with a zero balance when I moved. Another account, which most Verizon representatives could not even locate, was pushed to collections. After repeated attempts to rectify, talking to about 4-5 departments each call over about a 5 call in period, Verizon has failed to rectify this issue. I have pointed out key facts such as that this "phantom" account did not have a full address including apt number. I have been hung up on, I have been given false/incorrect or misleading information. I have been advised to fax over documentation. I have done so, only to have to call back and have them say that more information is needed. Verizon has demonstrated that they cannot or will not resolve this issue. The address noted in this complaint is my current address not the address in questionDesired Settlement: I want this removed off my credit report. I want a letter stating that this issue has been resolved. I want an apology letter.

Business

Response:

Company records indicate Account Number [redacted] for [redacted] had a balance of $131.27. This account was for High Speed Internet. The account was to be closed when [redacted] changed to FiOS Internet. On 3/**/15, a credit was submitted to credit the account in full. Verizon will follow up to ensure the credit is processed and the account is removed from his credit report. [redacted] has been provided direct contact information for any concerns regarding this matter.?

Review: My wife and I switched cell phone carriers approximately on December[redacted], 2014 from Verizon Wireless to [redacted] informed me that once I received my final bill with termination fees applied to then submit it along with their form so that they can resolve it. Well, we also have Verizon Communications (Fios) services for our home phone/internet/cable and we noticed that the bill for January was abnormally high. Upon investigating the matter by reviewing my banking transactions payment history I discovered that the payments that were made to the Verizon Communications (Fios) account for the months of December and January were pulled and applied to the Verizon Wireless! My wife called and spoke with [redacted] of Verizon Communications Financial Services Department on January [redacted] notifying her of the problem. [redacted] (ticket [redacted]) stated that they will have to do an investigation which will take up to 10 business days (February[redacted]) for determination. Yesterday, my wife received an email stating that we have an outstanding balance on our Fios account and to make the payment $529 by the [redacted] to avoid suspension of services. They were closed in observance of [redacted] so we called today and spoke with [redacted]) of Verizon Communications Financial Services Department. [redacted] stated that the ticket created by [redacted] was closed with a notation that the payments were misapplied but she did not put the request in to have the funds transferred over. The system does show that this is an error on their behalf and now [redacted] has created another ticket for a request to transfer the funds to the Fios account and that too will take another 10 business days. This matter will then have lingered on for a month of investigations and 2 months of non-payment that will reflect negatively on my credit and has exceeded the time frame to submit to [redacted] to cover my termination fees. I am very displeased with how this entire matter is being addressed. This is very unprofessional as well as unacceptable behavior. I feel as though I am being victimized for switching my cellular services and they are trying to make me pay literally and physically. I have had an excellent history with both Fios and Wireless and my services have never been interrupted. I would greatly appreciate it if you would assist me in addressing and resolving this matter.Desired Settlement: I would like the monies sent to Verizon Fios to be transferred to my Fios account so that this insane owed amount can be offset. Also, since the error wasn't due to my wife and I would like any (so-called) late fees to be waived. Finally, I would like my early termination (Verizon wireless) fee waived since [redacted] will no longer pay it (due to negligence on Verizon's behalf).

Business

Response:

Subsequent to receipt, review and discussion of thecomplaint particulars with both [redacted] and [redacted], I forwarded theirconcerns to our financial services department for assistance. Multiple attempts were made to transfer themonies paid to Verizon Wireless transferred to the customer’s Verizon landlineaccount of ###-###-####. The requests totransfer the payments were rejected because per Verizon’s policy, both paymentsfunded the balance due on their Verizon Wireless account. Transferring the payments would consequentlycause a past-due balance. In addition, a Verizon Financial Servicesrepresentative requested [redacted] to fax how her information is being sentto her online banking. A review of theinformation, however, does not clearly reflect the account information associatedwith the payments. There are notationsthat the payment is being made to Verizon Communications; however, that is alabeling issue. Monies are forwarded tothe actual account designated. In thisinstance, the disputed payments were directed to the Verizon Wireless account.[redacted]contacted me to further discuss his options. I advised him of the above information and suggested that he contactVerizon Wireless and request the disputed payments be transferred to hisVerizon landline account. I advised [redacted] that there is nothing further that Verizon can do at this time. Tell us why here...

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:

Everything stated by [redacted] was correct except for the fact that Verizon just pointed the error to my financial institution and even if I had provided proof that the bank submitted my payments as they always have for years..."Verizon Communications" couldn't help me any further. He did advise me to call Verizon wireless which I did. They're rep not only advised me on the steps needed, he even called Verizon Comminications himself with me on the line to set up the transfers with a rep who seemed clueless. Currently awaiting payment transfers to see if Verizon Communications will absorbed the late fees (as stated by [redacted]).

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

Sincerely,

Business

Response:

Subsequent to receipt of the complaint, I reviewedthe account. A $178 payment that wasreceived by Verizon Wireless was transferred to [redacted]’s Verizonaccount. The payment is noted asinitially received January**, 2015. Inaccordance with our earlier discussion, I authorized a Verizon FinancialServices representative to issue a $5.15 late payment fee for the past threemonths and totaling $15.45 to the account. Consequently, subsequent to application of the$178 transferred payment and the $15.45 late payment fee adjustment, thebalance owing now stands at $334.83.I contacted [redacted] yesterday, March**, 2015,and relayed the above information to him. I advised him that the other disputed payment for $173 had not yet beentransferred by Verizon Wireless to his Verizon account. [redacted] asked if he could simply repaythe balance along with his current bill. I advised him that would be fine and suggested he contact Verizon’sFinancial Services of his intended payment arrangements. [redacted] thanked me for thecallback. Tell us why here...