Verizon Communications

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: 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 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: 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 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: 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...

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: 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 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.

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.

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 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: 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: 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: 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: 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: 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: Local cellular service deteriorated during the spring of this year - no resolution despite numerous calls to customer service. Changed service to [redacted] in June & returned devices to local store in [redacted] for credit per instructions of a customer service supervisor - I received receipts for said return. I am still being billed for the "balance due" on the devices despite several more calls to customer service and assurances that the problem will be handled. It appears the local [redacted] store mishandled the return. I have done everything I can and have spent literally hours on the phone with customer service trying to resolve this with ZERO progress.Desired Settlement: I wish to have my account credited for the amount I have been billed for two devices returned to Verizon, and if any credit report impact corrected to show I am NOT is arrears on payment.

Business

Response:

Attention Revdex.com:Thank you for bringing case #[redacted] to our attention. After careful review of this case it has been determined that this case would need to be redirected to Verizon Wireless for investigation and handling, as we do not handling wireless issues. Thank you for allowing us to review this case. Thank You James N.

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 reject this response - as it sounds completely like a case of not taking responsibility and passing the buck. I have been TOTALLY DISATISFIED with Verizon's handiling of this complaint - both thru the Revdex.com my previous communications with the business.

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

Sincerely,

Business

Response:

Verizon communications does not service the state of LA. Only Verizon Wireless does, so we are unable to assist. Should the customer have had service in a another state with Verizon communications and can provide their account number and the issue at hand we would be happy to assist, however until this information is provided we can only assume this is a wireless issue, since this state is in their territory. Thank You James N.

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 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.