Verizon Communications

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different payments (one for Oct * and one for Oct **) but it also took the money and applied it to an account that was no longer active.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: 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.

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: I recently became a version FiOS triple play customer. My agreement began Sept 2015. I entered into a 2yr agreement w/ Verizon. My contact clearly laid out all services & discounts for the life of my contract. 12/**/15 I received a called from a Verizon rep stating I was not receiving the proper internet speed and she placed an order for a new router and scheduled for a tech to make the switch. I received the equipment but missed the tech. 1 week later my internet was suspended w/out my permission or notification from Verizon. When I contacted Verizon the rep stated I was NEVER subscribed to Internet service. I informed the rep of the info on my service agreement and she agreed that I was in fact subscribed to the service. She was able to reconnect the service but informed me that the speed is incorrect. We schedule a service appt and the tech made the necessary adjustments. After the that problem was corrected my premium channels package was removed. I called customer service again, and again I was told this service is not incld in my plan. After being on hold for over 30 minutes while the rep reviewed my account. He states he will add the services back. I later received and email with the change and to my surprise I was charged for the change. Once again I called customer service. I asked why I was being charged for a service I did authorize to be removed. The rep stated that the charge will be removed once the bill is printed. In January I received a bill for $370.80, $166 over my contracted rate. Called customer service again and again I was ensured that the charges would be removed. I gave Verizon 2weeks to fix the problem. I checked my account and only $89 was credited. My final call to customer service resulted into speaking w/ [redacted] who identified the problem and stated he would fix the problem. He stated he would re-apply all my contracted discounts and as a result my balance was $198. I informed him he did not apply the $50 credit for the inconvenience. [redacted] tried to convince me that as a courtesy $51 was already applied & was reflected in the $89 credit. I informed him that the $89 was only a partial credit for the $166 service charge for correcting Verizon's unauthorized deletion of my services. I asked to speak w/ a supervisor and was transferred to [redacted] who was extremely condescending. Like all the other reps [redacted] stated he would make the necessary credits. And as a courtesy he'll credit the account $30. My bill is still $286 the additional charges are still on the account and the insulting $30 credit has yet to be applied.Desired Settlement: Make the necessary adjustments to my account so my bill reflects the contracted rate and discounts. For the 3 month of lies and poor customer service I should be credited a full months bill not a mere $30.

Business

Response:

Please be advised, Verizon has reviewed the consumers account, records reflect Data sevices were inadvertanly removed from the account. In December 2015 Data services were added back onto the account, however in error the Ultimate Entertainment Pack was then removed. The Ultimate package was added back onto the account and adjustments totaling $202.68 were applied to the consumers for the multiple issues experienced surrounding the account and inconvenience caused. The consumer has advised she was pomised credit in the amounts of $166 plus an additional $50 , for a total of $216 . On 2/**/16 Verizon issued the remaining $13.32 credit for a total adjustment amount of $216.00. This credit appears on the February 2016 billing statement. Verizon has spoken with the consumer as of 2/**/16 and advised of the additional monies added to the account. Verizon again apologizes for any inconvenience caused surrounding these matters

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: I went in to sign up for Verizon Fios service and paid a $125 deposit. According to the sales representative that assisted me there was a glitch in the system that caused him to try and resubmit the order for the service. The second time it apparently failed to go through as well, which left us having to place the order online. According to my sales representative only the deposit paid over the phone was going to go through. The next day I looked at my bank account and noticed I had been charged three times despite that the first two transactions supposedly hadn't gone through. I went in to the store and expected them to simply refund me the money,instead I spent three hours in the store on the phone with customer service just trying to get someone to explain to me why this happened. Nothing was accomplished that day. The third day I went in and spoke to a supervisor they claimed that they would handle it and I would have the expensive charges refunded back to my account. At the request of my bank I returned later that day and presented them with a hold release form, which would simply release those pending charges from my account,automatically refunding me the money. They refused to do anything regarding the form and simply told me it had been handled and that I would have to wait another 24 hours.

Product_Or_Service: Verizon Fios

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the $250 worth of excessive charges, along with another $120 to cover my apartment complex late fee which I will now have to pay due to having insufficient funds in my bank account to pay rent in full on time, along with the amount of gas I have spent driving in circles to [redacted] wrong this matter resolved.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. On February**, 2015 Verizon spoke with [redacted] acknowledging her concerns. After further review it was determined refunds were issued on February *, 2015. However they appeared to be stuck for some reason. Verizon resubmitted the refunds on February**, 2015; which will take 3-5 business days. February**, 2015 Verizon are showing refunds have been deposited back to [redacted] account successfully. February**, 2015 Verizon left a detailed message for [redacted] advising we are showing refunds has been deposited back to her account. Verizon are not responsible for late fees with her apartment complexes, and gas for vehicle. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, [redacted]

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: I called verizon fios a year ago and was told to put my account on hold to avoid paying cancellation fees. And once my 2 years are up, I will be asked to return the equipment. Back in March I ended up getting a bill that were put on hold over a year ago. I called Verizon Fios customer service and was told they billed me by error and I will receive full refund along with return shipping labels to send equipment back. Not once, I was told that I will get partial refund back or will get charged for cancellation fees.Desired Settlement: DesiredSettlementID: Refund

I would like a full refund of my current bill.

Business

Response:

Good afternoon, Claimant placed account on vacation suspend for 9 months on June [redacted] 2014. At this time there were 9 months left on the claimants contract. Had he disconnected all the services the ETF would have been added to the account. But since it was placed on Vacation suspend for 9 months, the ETF was not applied. However, the time the account spends on Vacation suspend does not count towards the time remaining on the contract, which was 9 months. Once the suspension length was over, the services were reactivated and the claimant was billed. The charges are valid and have been sustained previously and will continue to be sustained. This is our final position.

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]

I called in to cancel service and was told by Verizon agent that instead of cancelling the service now and paying ETFs, they can suspend it till contract ends so I will not have to pay any cancellation fees. Verizon agent misinformed me and I was never told about service will reactivate on its own. How can Verizon charge me for service when it doesn't exist. Also when I received a bill in March 2015, I called Verizon customer service again and was told by the agent that they billed me by error and I will get all service fees waived. Not once was I told that I will be charged cancellation fees. I would like Verizon to send me audio recording where an agent states that my march bill will not be refunded and I will be charged ETF. Business should take responsibility for information their customer service reps are informing their customers.

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

Sincerely,

Business

Response:

Recordings and notes are proprietary information. Revdex.com Mediator, unless the claimant can provide any documentation to show that the ETF would not be applied when the account was placed on vacation suspend, our position will remain the same going forward.

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]

Revdex.com Mediator, business is now requesting information that they know I have no recording off. Business has the recording of original call which off course they don't want to share. Its not just about ETF but I was charged for services in March 2015 when my account was suspended. I would like a help of Mediator to help sort of business contradicting comments about their agents telling right and wrong information to customers.

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

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: 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: I ordered a live ppv sporting event at 645, start time 700pm. Verizon did not get the sport event until 840. So we missed the first hr and 40 mins.

I ordered a PPV Sporting event on 6/**. The event started at 7pm. At 7pm, with a room full of people, we switched the channel to the PPV and there was nothing there. I called to find out what was the problem and after 1 hr and 40 mins they could not figure out what happened and said I had to order it again (charging me twice) It finally came on but we missed the whole first half. I called the following day and they said there was nothing they can do and charged me full price for 1/2 the fight. Also, when I asked to speak to a supervisior, I was put on hold for 3 hours, in the hopes I would just hang up. I didnt but they did. After 3 hours of being on hold. Someone picked up the line and hung up.Desired Settlement: I want an applogize and only be charged 35.00 for the fight since the fight was 70.00 and we only was able to watch the 2nd half.

Business

Response:

[redacted] Case [redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. [redacted] expressed concern regarding not receiving credit for a pay per view event. According to our records, there was not a charge billed for a pay per view event on the June **, 2015 statement; however, a credit was issued on June **, 2015 to clear the charge of $69.99 for the fight. When the July **, 2014 statement prints; it will reflect the pay per view event was cleared. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing this case. Sincerely, [redacted] Executive Relations

Review: I am disputing this account that was recently reported to my credit report by Verizon. This account was closed by me on January **, 2015 because I was relocating from [redacted] to [redacted]. After speaking with a customer service rep over the phone, I received a confirmation via email that my request to disconnect had been received and she advised me that a final bill would be mailed to me at the new address I gave her over the phone. She explained that I would have to follow the directions on the bill to make a payment as I will no longer be able to make online payments via the Verizon online my account page. I also received a confirmation that the address had been updated. Once I relocated, I began to receive emails stating that my service would be disconnected if I did not pay the bill. In February, I once again called Verizon and was told that the account was not fully closed out and that they were able to correct it. They also advised me that a bill would be mailed to me. Since that conversation with Verizon, I have not been contacted by them via mail, email, or phone regarding the outstanding balance. I was never sent a final bill.I received an alert via my credit monitor of the new derogatory account and called Verizon for an explanation as to why they never attempted to contact me about the balance or even send the final bill as they promised BEFORE reporting the account to the credit agencies. Neither customer service agent (I spoke to two, one in collections and another in customer service) could explain why or the reason. I paid the account in full and asked them to have the account removed from my credit report since it was their fault for not notifying me about the status of the account or giving me a chance to pay the account by sending the final bill. I was told that they would not do so, without any valid explanation.I have mailed them a letter as well as letters to all three credit agencies asking for the account to be deleted.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am asking that this account be removed from my credit history as it was reported without any attempt to contact me about the balance and allowing me a chance to pay it. It has damaged my credit worthiness and has put a hold on my attempt to qualify for a home I am trying to purchase. I have worked very hard to keep my credit history accurate and up to date and Verizon has not been fair in their attempt to satisfy this account.

Business

Response:

Verizon records show that when the customer called in January2015 to disconnect services that she was advised of the applicable EarlyTermination Fee of $40.00 showing on the statement. The final bill was mailedto the [redacted] address as requested. Areview of the account shows that the customer had been making partial paymentson the account, leaving an overdue balance carried forward plus the currentmonth's activity being added. The customer was advised when she paid her billthat the account would be updated to paid collection but not removed from hercredit report. The final bill was not paid until 5/*/15 when she received thenotice from the outside collection agency. On 5/**/15, Verizon FinancialServices spoke with the customer, reviewed all the foregoing information, andexplained the credit report will not be deleted.

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:

As explained to Verizon on NUMEROUS OCCASIONS via phone, that I am not disputing that I had a balance. I am not disputing that a final bill was due that I was made aware of during my conversation with the agent on disconnecting my services because I was moving. I am not disputing that I was making payments on the account prior to January WHEN THE ACCOUNT WAS STILL ACTIVE WITH SERVICE. What I am disputing:TOLD BY AGENT ON PHONE IN JANUARY WHEN COMPLETING THE PROCESS TO DISCONNECT THE SERVICES THAT A FINAL BILL WOULD BE MAILED TO ME WITH EXPLANATION OF CHARGES AND INSTRUCTIONS TO PAY BILL SINCE MY ON LINE ACCOUNT WOULD BE DEACTIVATENEVER RECEIVED BILL BUT INSTEAD RECEIVED CORRESPONDENCE THAT MY SERVICE WOULD BE DISCONNECTED WITHOUT PAYMENT AND A 'HAPPY ANNIVERSARY' EMAIL CONGRATULATING ME ON BEING A CUSTOMER. A SECOND PHONE CALL TO VERIZON TO FIX THIS GAVE ANOTHER EXPLANATION THAT A FINAL BILL WOULD BE MAILED OUTINSTEAD I GOT A NOTIFICATION VIA MY CREDIT REPORT THAT THE ACCOUNT WAS REPORTING AS IN COLLECTIONS WHICH PROMPTED MY PHONE CALL USING THE NUMBER REPORTED ON CREDIT REPORT. ONCE I HAD AN AGENT ON THE LINE AND EXPLAINED THEIR ERROR AND PAID THE BILL, I ASKED TO HAVE THE ACCOUNT REMOVED. I RECEIVED THE LETTER VERIZON SPEAKS OF FROM THE COLLECTION AGENCY SEVERAL DAYS LATER REGARDING THE BALANCE I NEVER RECEIVED A FINAL BILL TO PAY OFF BALANCE. IF I WOULD HAVE BEEN SENT ONE, THE ACCOUNT WOULD HAVE BEEN PAID IN FULL.DUE TO THIS REASON, I DO NOT FEEL IT SHOULD HAVE BEEN REPORTED TO THE CREDIT AGENCIES WITHOUT GIVING ME A CHANCE TO PAY THE BILL THAT WAS TO BE SENT VIA MAIL.THEREFORE, I DO NOT ACCEPT NOR AGREE WITH THEIR RESOLUTION.[redacted]

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 would like proof from the post office that these bills were mailed because they were never received at my home address in [redacted]. All other utilities bills were mailed to me from [redacted] and I paid them all promptly. And the fact that Verizon has finally mailed the paid in full letter to me on 6/** after I made you aware of not receiving it on 6/** and I paid it in full on 5/*, should show/prove my issue with this entire situation.I am in the process of purchasing a home and this situation has cause me major grief and frustration mainly because I would have paid this bill in full upon receipt in the mail from Verizon.

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

Sincerely,

Business

Response:

Verizon sustains its prior response: In accordance with ourinvestigation, the January, February, and March 2015 bills were all mailed tothe [redacted] address provided and confirmed by the complainant when sheterminated service on 1/**/15. A paid in full letter was mailed to thecomplainant on 6/**/15 to the [redacted] address on record.No new information has been presented nor is there any newissue that can be addressed by Verizon. The customer continues to claim thatshe failed to receive her final bills. They were all mailed to the address sheprovided in accordance with the term service order and continually confirmed bysubsequent customer correspondence. The complainant needs to address thismatter with the post office as there is no record of any returned bills orother correspondence sent to this customer.

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: I just received my bill with a new monthly charge of $2.42 for a “Regional Sport Network Fee”. Neither myself nor my household watch sports and we have no plans to watch sports in the future.

I would request that you create and offer a channel package that contains all of the non-sports channels that I do watch and does not include ANY sports channels. It is not only a burden to me but it is unfair practice to force me to subsidize sports programming so that others can watch something that is profitable to you.Desired Settlement: Please remove this additional fee immediately. If you are not responsible for this new fee, please provide me with the contact information for the responsible entity.

At the very least, I am requesting that you extend a credit to my account that negates the cost of this newly composed “Regional Sport Network Fee”.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about the $2.42 monthly charge for the “Regional Sports Network Fee.” According to our records, a Verizon representative spoke with [redacted] on 1/*/2015. [redacted] advised she just returned from a funeral and was not up to speaking at that time. The representative gave condolences and arranged another call. Due to the complaint asking for a Verizon TV Lineup where the Regional Sports Network Fee would not be assessed, the representative sent the Select HD TV channel lineup, which is $10 less, to [redacted]’s email address. [redacted] called back to the representative to advise that the Select HD channel lineup would not meet her needs as it is missing certain important channels like [redacted] that she watches so she would leave her TV package the same. [redacted] says she understands Verizon’s position on the Regional Sports Network Fee. We trust this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] experienced as a result of the above matter. Sincerely, [redacted]

Review: I had scheduled payment arrangements that we're to be deducted automatically. I canceled them then I made a full payment. They proceeded to take four transactions totaling $1,033. This is ridiculous! They claimed that they can't change it and I need to talk to my bank. My bank stopped these transactions and it was fixed then two days later they did this again! This is [redacted] and I want it fixed.Desired Settlement: I want this ended and I want my bank account resolved and I want my $148 overdrafts paid.

Business

Response:

Verizon records show that [redacted]'s account has a $0 balance. Records show that 4 payments were stopped on 5/**/15. Our attempts to contact [redacted] to resolve her complaint have been unsuccessful. If there are any other issues remaining with her account, we would need to speak with her in order to get them resolved.

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

Review: I had opened an account for my business in August. The account was closed on October [redacted]. (Two months of services.) (Account number [redacted])

The phone line that I had purchased stopped working just one day after the installation. The repair man came to replace the equipment and shortly after the equipment stopped working for a second time, It was later realized that the line was across the lawn and never put under ground. With so many problems getting the service to work I had called the agent to tell them I would like to cancel my services. Unfortunately I was aware that their was indeed an early cancellation fee close to $300. I had told the agent about the problem, she had computer issues herself and let me know that she would need to have another agent call me back within the hour. Later, I had gotten a call from a gentleman who was friendly and empathetic of my situation. I had told him about the circumstances and he told me he will remove the early termination and cancellation fees and apologized. He was excellent as far as customer service. My bill at that time was $81.64 I was ready to go ahead and pay that amount however he told me not to pay it since the amount would end up lower since I cancelled in the middle of the month. He instructed me to wait for a new bill to be sent in the mail that would be around 60 dollars. Later I received a bill totaling $362.51 which includes the term fees that were not supposed to be imposed on my account! I had called Verizon and they did nothing about it. They sold my account as a bad debt to a debt collector called [redacted]. They sold my bill in less than 60 days without even making an attempt to reason with me. I have never seen a company sell an account so fast in my life!

Verizon records their calls, they can absolutely go and listen to my call with the agent and see for themselves that everything I stated above is 100% true!

I made an attempt to contact the debt collector and they told me they would settle the account, however what is their to settle? The account was suppose to be 81. 64 and the agent from Verizon told me so himself! So did he lie? How can lying to customers be fair or reasonable? This is not at all acceptable. A company must take responsibility in their employees actions, not take it out on their customers!Desired Settlement: I would like them to remove these collections and rebill me for the amount that was discussed by their agent. (Between 60 and 80 dollars.)

Verizon, please go back and listen to the call! You will hear the employee verbally state he was removing the fees. Please honor what your employee agreed to! This is not fair to me at all!

Business

Response:

Presidential Escalation, a Verizon business representative spoke with [redacted] at her can be reached number ###-###-####, to credit the early termination fee appearing on the 10/**/14 bill. The representative advised [redacted] of credit for early termination fee of $325.78 which leaves a balance of $36.73. she was greatful to resolve this once and for all.

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: 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: On April [redacted], 2016, I had my Verizon Fios service disconnected without any prior notice. I called numerous times and found out my account had been disconnected due to a move request. I made no authorizations for account updates so the representative said my issue would be pushed up. They stated they could not reinstate service and I would have to wait until May [redacted] for restoral of service. Since the reconnect time was so far in the future, I decided to wait and have my service reconnected on May [redacted] at which time I would be moving. I set up an appointment and ended my phone conversation with the customer service rep.

Two weeks after that conversation I received an e-mail stating my appointment had been rescheduled to May [redacted]. I called Verizon again and was told my account showed an appointment date of May [redacted] so the email must have been an error. I repeatedly asked the customer service rep if my appointment was still scheduled for May [redacted] and he assured me it was.

Earlier today, **May, I decided to verify my connection was still scheduled for May [redacted] so I called and was told my appointment was still on track for May [redacted]. I informed them I never changed my appointment and asked how it could happen. The rep informed me the service technicians have been busy, due to the strike, so they must have rescheduled my appointment due to their work load.

The issues I have with Verizon Fios is their lack professionalism, lack of consideration for their customer, and their lack of concern when their personnel do not follow protocol. In addition to all this, I have been charged $120 for services between **Apr and **May, when I wasn't even receiving services.Desired Settlement: I simply want them to keep their agreements and complete the job. I would like to have my services connected as soon as possible.

Business

Response:

I spoke with [redacted], acknowledged and apologized for the inconvenience. [redacted] said the technician was there this morning and installed the service and everything is working fine. [redacted] said he was going to call the Revdex.com and tell them. I apologized, he said he wants things addressed with the person who disconnected his service without authorization. I apologized and advised that would be investigated and addressed internally by the supervisor of the person involved. I asked if there was anything else I could do to assist and [redacted] said no, I advised him to call me directly should he have any problems or questions. Joyce D[redacted]Verizon Executive Relations Sr. Analyst