Verizon Communications

Review: On Feb **, 2015 I renewed my Verizon Fios service for two years. I was told my monthly payment for the first 12 months will $34.02. They sent me the official Verizon email explaining monthly charges and total. (I still have the email). Verizon started charging me $77.34! When I contacted them, they said it was a mistake from their side and I have to comply with the new price. I explained to one of their supervisors that I accepted the two years contract based on $34.02 for the first 12 months but she kept saying that she couldn't do anything about it. Also, I cannot cancel my contract before two years otherwise I should pay the penalty!

Product_Or_Service: Verizon FIOS

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

They should fulfill the original commitment based on the existing official emails that they send me.

Business

Response:

Spoke with customer 04/**/15 at 5:47 pm in regards to complaint, [redacted] understood would see $15 credit on his bill monthly and $25 credit will be issued after the bill generates. Customer had no further questions or concerns.

Review: I have had nothing but recurring problems with my Verizon FIoS service every since I switched from [redacted] in December of 2014.Today, the phone, TV and internet are down AGAIN and I am told service cannot be guaranteed to be restored until Thursday morning at 4:30 AM EST.This is ridiculous and unacceptable. I should be able to rely on my land line telephone, internet and TV. Yet, regular, recurring service issues mean I cannot expect to be able to use any of these services at any time. What if I have an emergency and need to call 911? It's nice to know I might not be able to phone for help if I needed it because my services might not work. I expect a credit on my bill - or free On Demand movie rentals or SOMETHING - for the grief and stress your firm has caused me by your unreliable, rickety, glitchy service. If these issues happen just once or twice more, I am going to sue your firm in Small Claims Court on [redacted] in [redacted]. Maybe if I cost your company attorney and travel fees, you'll take your jobs more seriously and start providing stable, reliable service to your customers.

Product_Or_Service: Verizon FiOS phone, TV and internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

A credit on my bill for the service interruptions, downtime, grief and stress these recurring, irritating problems have caused me.

Business

Response:

Company records show the customer’s was a part of a group trouble that has been resolved. Calls to confirm resolution with the customer on 6/*/15, 6/*/15, and 6/**/15 have been unsuccessful. A letter asking the customer to call has been mailed.

Review: I am writing to make a formal complaint against Verizon Fios Residential Phone, Internet and TV to dispute inaccurate information provided to the credit bureaus and to report the absolute horrible service I received from your company. I have been a customer with Verizon since September 2014. In November 2014 I spoke with a sales representative who handle accounts for the [redacted] apartment community in [redacted] to transfer services as I would be moving in December. I was offered a better package, assured that my account would be transferred and provided an installation date of December *, 2014. On December *, 2014 when the technician came to my home there was no record of my new package and he only had record of one of the three services to install rather than all; phone, internet and TV. I sat on the phone with another sales representative for an extended period of time going over bundle packages offers. This particular representative became very rude, disrespectful and condescending. I requested to be transferred to a supervisor. After much frustration I decided to continue with my previous package which cost more money than I was previously paying. It was explained to me that my previous bill at the old address would be reflected in my first bill at my new address as I was no longer able to access this account online as I normal would. In January 2015 I received an email alert indicating I had an outstanding bill under the old account number. Again, I was no longer able to access this account online and only the last few digits of the account number was provided in the email. On January **, 2015 at 10:45am I spoke with customer service representative- [redacted] who pulled my social security number to review any old accounts. I was told that I did not have an outstanding bill. Please review your telephone recordings. I did not receive any additional notifications or any type of correspondence pertaining to the old account until I received the collection agency letter dated April **, 2015. On May *, 2015 at 9:25am I spoke with customer service representative [redacted] in reference to the letter I received, who explained that my account was never transfer but rather closed and a new account opened. I was giving the amount to pay and told that this account was reported to the major reporting agencies. I was told the record would be deleted from my credit report which would take 30 days. I paid the requested amount, the check was cleared on May **, 2015. As of today the old account is still reflected on my credit report as serious delinquent and past due. I do not understand how the old account could be reported to the credit bureaus when I have an active good standing account with Verizon, although different account numbers both are associated to my social security number and how is it that your system does cross reference social security numbers? The collection agency letter dated April **, 2015 was sent to my current address, therefore the address was associate with the account, how is it that the two accounts were never cross referenced. This is absolutely ridiculous. Other measures should have been taken i.e. add amount to current bill, close current account, before the extreme measure of reporting the old account to the credit bureaus. I have always maintained a great payment history with Verizon. I am thoroughly disappointed in my entire customer experience with Verizon. This entire ordeal has been a complete nightmare.This situation has caused me extreme stress and may have jeopardized my ability to purchase a home. Due to the reporting of the old account to the credit bureaus my credit score has plummeted, deflecting the great credit I have always maintained due to the mishandling of my initial account, which was closed rather than transferred, misinformation provided by your companys customer service reps and your company faulty procedures and system. I would have never let the old account get behind and I assumed baDesired Settlement: DesiredSettlementID: Correction to a credit repair

I would like to be contacted by someone in your corporate office. I am requesting that Verizon delete the delinquent record of account number [redacted] from my credit report. In addition, I request that Verizon sends me a final bill on the current account and that the account be closed, any early termination fee be waived. I do not wish to ever do business with Verizon again.

Business

Response:

Please be advised Verizon records show the request was made prior to the complaint but further research shows it was not deleted from the credit bureaus. A request was made June **, 2015 and can take up to 30 days to be removed from all bureaus. A letter was sent to [redacted] to show the request was made to remove the account. [redacted]’s second request to cancel her current services without being billed an early termination fee was denied. We corrected the wrong on the old account, but that cannot negate the new service contract she entered for services. We sincerely apologize for the frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted] Verizon Executive Relations

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]

My situation in it's entirety should warranty the grant of a early termination fee waiver. Verizon continuously dropped the ball and there seems to be no accountability. As mentioned the deletion on my credit report should have happenedin May and still wasn't done, not to mention it should never happened. For Verizon to say that it's being corrected is unacceptable, the damage has been done. Hold me accountable to a termination fee when they're the ones who severed the relationship is an insult, unapologetic and not a good business practice.

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

Sincerely,

Business

Response:

Please be advised Verizon has further reviewed the matter and stands by the response that we are unable to waiver the early termination fee associated with the current account. We do sincerely apologize for the inconvenience and frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

Review: Fios did not refund the amount paid for the returned router I sent back to them. I have called three times, each time a rep said they would follow-up

Verizon Fios Order: Number: [redacted] Order Date: 6/**/2014

Account Number: [redacted]

Order was cancelled as [redacted] came onsite. I was charged for the router as I had not returned it. I then returned the router and never received a refund for the router. As such I have called Verizon Fios on numerous occasions. Dates of communication provided below:

12/*/2014 - Spoke with [redacted] Retention Office in [redacted]. I said it had been three months and no credit. The customer rep said a refund would not be a problem but she had to look for documentation and said she would get back to me in two days. I was never called back.

2/**/2015 - Spoke with Christine F[redacted]. I provided Christine with my cell phone number. She said she would return my call on Wednesday 3/*/2015 to provide a status update on the refund but that it should not be an issue.

3/**/2015 -

Call #1 - I was transferred six times. From all of these transfers I was told that I had paid Verizon $105 for the router but they had no documentation that they had refunded me upon receipt of the router I returned. I asked to speak to a supervisor as I had been transferred so many times and had called on previous occasions. Upon getting transferred I was sent to a generic voicemail asking for an extension number. I was hung up on.

Call #2 - I called back and was transferred three times. I spoke with Ms. S[redacted] who said I should have asked for a "credit" not a "refund" and that is why I was getting passed around with their billing department. She then transferred me Alicia to [redacted]. She said a credit would be granted in three to five business days.Desired Settlement: 105.00 + Interest for the seven months I have been waiting for the refund.

Business

Response:

After review of the account, it was determined that an adjustment for the cost of the router was warranted. An adjustment of $105.99 which includes tax, was applied to [redacted]'s account on 3/**/2015. A refund check for that amount is being process, and [redacted] should receive the refund in approximately 15-20 days.

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 the refund from Verizon. That said, I did not receive a payment for the 10 months that Verizon failed to credit/refund me for the money that I basically loaned them. Note that in my original claim I asked for 1. the original payment 2. the interest payment for the months I spent chasing Verizon down and receiving little to no response. When I did receive a response after multiple transfers and hangups, they differed the answer to a later date in which they failed to follow up.

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

Sincerely,

Business

Response:

Verizon previously advised: After review of the account, it was determined that an adjustment for the cost of the router was warranted. An adjustment of $105.99 which includes tax, was applied to [redacted]'s account on 3/**/2015. A refund check for that amount is being process, and [redacted] should receive the refund in approximately 15-20 days. Verizon cannot compensate for time and/or inconvenience. No additional refund will be issued.

Review: I have had continuous billing issues and have talked numerous times to representatives about my billing issues. Each claiming they will "resolve" my billing problems. I am tired of wasting time and money paying much higher than what I signed up for. I signed up for service under a very low bundle price originally advertised around 49.99 for double play service and I also had signed up for a promotion of HBO Cinamax service for half off etc. My bill was suppose to be around $118.42 a month. There have been several months of paying this amount. However, when Verizon FiOS offered "free" online upgrade of matched upload and download speeds, my bill changed. It then changed again when I moved. First I took my equipment with me per instructed and tried settign it up. I then had to call in as the services did not work and all my DVR content was erased. This was due to the rep I spoke too on the phone telling me to take y equipment then she typed in that I am to pick up new equipment??? Now my services work however, my last bill was for $242.17???? DOUBLE what it should have been. I then spent more times on and off the phone with verizon reps who promised tickets were put in to AGAIN correct my ongoing billing issues. I was told I would probably not have a bill this month and my bills would then go back to where they were and I would NOT have my contract extended. However my next bill notification on auto pay shows $183.89????? I am tired of the POOR and unprofessional service. Having to deal with multiple people who cannot help me or even call me back. The last rep kept calling each week and promised it would be fixed and again, it is NOT.Desired Settlement: My bills need to be corrected for the FINAL time. I need to be credited for all the OVER charges. I deserve to get additional services at NO CHARGE for all my aggravation and frustration due to the lack of professioanlism on Verizons behalf. I am tired of wasting my time having to call, email, or do online live chats which AGAIN refer me to someone who still cannot help me! I have not had one positive experience from Verizon. I also have wireless service for which once my contract is over, I will also discontine my service and move onto a new service with a compeditor. my bill should be at or around $118.42 for the remainder of what was left on my original 2 year agreement. My router and internet is SLOW. I was told I need to get the new router and pay more??? I want my bill fixed and I want my internet to run the speeds for which I pay for. It runs MUCH slower than any service I have ever had before.

Business

Response:

A Verizon representative spoke with [redacted] in regards to this inquiry. We confirmed that the account is being corrected by an manual adjustment monthly after the bill is generates. We confirmed the ending date of her contract to be August **, 2016. [redacted] does also have the direct number of the account specialist handling this inquiry should she need to contact us back.

Review: I only had Verizon Fios for a couple months before I moved. I thought it would be easy to move my Fios from one house to the other. (As their commercials state) It was not! They took me from the cheaper plan I was locked into for 2 years and told me that since I was moving my service I had to go with the current plans as the one I was locked into was no longer available. That was very confusing since I was told that if I decided not to stay with Verizon they would charge me for breaking my contract. Im not sure how what they did to me wasnt them breaking the contract. So that started me off unhappy. Their commercials state that when you move you just take you current boxes with you and they will turn on the service again another lie! I was told that the boxes were out dated and could not be used and they would have to send me new ones. Then they sent the wrong ones I had to argue to get what I wanted. Once that got straight I mailed their old boxes back in the time provided. They sent me an email in July letting me know that they received the boxed. My bills started to arrive and I noticed every month I was paying for the boxes that were in their warehouse. I even had one of their reps say to me I dont know why they keep charging you it states right here, that we have the boxes in the warehouse. I did get a refund in August for the boxes and I was told my bill would be correct by the September bill. Now in September they told me there was nothing they could do and my bill will be corrected by October, no credits no assistance of any kind. On my October bill they gave me a 17.00 credit after charging me for 7 boxes I havent had since July. And I was told I was only owed a portion of credit back I have had one customer service rep that wanted to help and she is the one that took care of making sure I got the credits due to me in August other than that they have been very rude and not helpful. This last customer service rep I worked with kept making changes to my account that I did not ask for. She upgraded my boxes, then told me and since I do not want them upgraded I had to ask her to put it back. Than she upgraded my internet then told me and since I do not want that done either I had to ask her to put it back. I did not want any of these changes all I wanted was the things I dont have credited to me and the non-listed charge for my number to be removed! I have tried to remove it every month since I have had my service and for some reason its always still there. I WANT my number listed. I feel as if Verizon has made so many mistakes with not only my account but also in false advertising. I am extremely stressed out & upset by this whole situation. Nobody should ever be treated like this. I pay my bill every month not only on time but early. I do not deserve this kind of treatment. This is my second complaint on Verizon Fios! Last time I got a call from someone in corporate and they told me they would have someone take a look at my bill and get back to me. They did and tried to tell me I was charged correctly. Well that was a lie and they never refunded anything. I just received my bill for this month and it has gone up again! I do not understand how they can bill people for stuff they don't have.Desired Settlement: Not only do I want a refund for everything I was over charged since being with them I also would like for them to let me out of my contact without any fees.

Business

Response:

Please be advised Verizon spoke to [redacted] November **, 2015 and advised that the reason the $50 discount dropped off was because she added the Verizon Connections (employee) discount which is not compatible. She agreed to have the Verizon Connections discount removed and we added the $50 discount back to the account. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Review: Verizon came out on Mid July, 2015 to bury a FIOS line under my residence. While performing the job, they damaged my driveway, and my lawn.

Driveway had a line of oil spillage started from the location of the digging to the near end of the driveway. And the lawn is damaged, grass died in a line the area they dug.

I have notified Verizon of the property damage on driveway back in July, 2015. All they have been doing is tossing around the problem between their contractors and Verizon.

I am feeling ridiculed by their resolution. I have no relation to Verizon's contractors who came out and did the property damage. I only had business with Verizon, and Verizon is the one who sent these contractors and thus assumed to be responsible for my property damage.Desired Settlement: I want $205 that I spent for sealing driveway to cover the damage, and I want the grass to be taken care of or be paid for the amount it will cost me to cover the damage. The current lawn has uneven surface along with the dead grass lines they dug.

Business

Response:

This matter has been referred to [redacted] (Verizon's Damage Claim Insurance Provider). All concerns should be directed to [redacted].

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 contractor, S and N, responsible for this has not been responsive. I emailed back to Bianca several times, telling here that I did not hear anything back and do not know what to do related to the case. But all she does it just emailing to the contractor. It seems like there's a lack of effective communication between Verizon and their contractors. Nor there is any follow ups from Verizon either.

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:

It is now Nov, [redacted] Saturday. I have not heard back anything from the responsible party. And I highly doubt I will hear back anything from them before the promised date, Nov [redacted]. I hope to be receiving a tangible response from Verizon.

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

Sincerely,

Business

Response:

S&N advised Verizon on 12/**/15, Compo and seed was placed by their crew on 11/**/15. If the customer has additional concerns he would need to contact them directly.

Review: I did not have a dial tone to my home phone services in all room of my house since I start the service with Verizon Jan,2015 and a tech. supposed to order something which will help him to fix the issue and come back and we wait for a year for them to fix it and nobody care, so I called to get this fix and schedule for tech to come and resolve the issue and for three times , the tech does not show up in the time window they give it to me, several attempt to contact customer services which they seem unable to help and not cooperative in any way, The worst customer service ever.Desired Settlement: they should refund me for all the time I pay for this phone services.

Business

Response:

The customer has a smart panel system in his home. The customer is requesting to have 15 jacks wired/activated in this smart panel system. Verizon charges to activate each jack. The customer has been advised of this and disagrees with this policy. A Verizon technician was dispatched to the customer’s home on February *, 2016 as the customer reported trouble with his telephone line and that the battery in the ONT was beeping. The technician replaced the battery at no cost because the customer was complaining about paying for the replacement battery. The customer again indicated that the telephone line was not working in all jacks inside the home. The technician informed the customer again that there is a fee associated with activating the jacks. The customer declined to have the work done. The customer has been advised if he wants the jacks activated in his home that there will be a charge associated with the activation of each jack. The customer disagrees with this policy.

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 business is furnishing a lie and not provide the accurate information in their respond and that not eliminate the fact that I did not have a proper phone line service for the last year. their customer service is rude and even the manager who responded to my complain was rude and try to put the fault on my side without try to solve the problem or offer a fair resolution. I still request the business to be responsible. The issue does not have any thing to do with my house smart jack box but more with a company can not provide the right service or even being responsible and correct what they doing wrong.

Sincerely,

Business

Response:

The customer indicates that no one has reached out to him to solve the problem. However, records indicate that there have been technician visits to the customer’s home and several Verizon personnel including managers have spoken to the customer addressing his concern. Again, the customer continues to disagree with Verizon’s policy and what he has been advised. The original decision provided remains unchanged and 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:

Yes some one did initially contact me and left a massage but with no follow up and no answer for my calls when I call them back and still every body is rude, the kind of business should not be acceptable and Sham on Verizon and its staff.

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

Sincerely,

Review: Verizon Complaint

P

Powell, Tara

to me

0 minutes agoDetails

Good Morning,

I would like to discuss a situation that I am currently in with your company. I had signed up for Verizon internet service in October of 2015. I signed up for 100/100 internet service and have consistently had issues with the wifi. I have called several times and no one was able to assist me. I was told that it was my apartment or the walls and there was nothing to be done. Although the wifi was weak and not nearly what I was paying for I worked with your company and continued service since I was told it was the apartment and not your systems.

Recently on 3\** I wanted to add TV service as well. I called and requested the TV essentials package. My bill was changed immediately to reflect this new package. the Technician came out and rushed the installation job and left. That night the TV service did not work and I called to file a complaint. Verizon stated it was the box and they would overnight a new one. That did not happen. That was never done and I had to call back 2 days later for the box to be sent.

Just to recap here, my bill was changed on 3\** for upgraded services that I still DO NOT have 8 days later.

Once I finally received the new box I hooked it up and it still did not work. I signed up for the TV Essentials package and was only getting a few local standard definition television. So I called again. The box was reset by a Verizon employee and now does not work at all.

On Saturday 3/*/2016 I spent two and a half hours on the phone with customer service. They were beyond rude. at this point I am completely fed up with Verizon. I requested to just cancel the attempt at TV service all together and go back to my original plan. this is a completely fair request as I see it and it was refused. The representative told me they could cancel the TV package but then bill me MORE money for the package I originally had! I don't see how this rectifies the issue at all. And in all honestly this made it worse. Since I never received the services that were requested due to your company I thought it only fair to just cancel the whole thing and have my original deal.

The representative explained that their "normal" policy is to do nothing for the customer in this case. She said she would see if there was anything she could do, but it was not likely, it was not guaranteed and I wouldn't have an answer for another 4 days! she stated she would call me back at the earliest 3/*/2016. This will now put me at paying for a service for 10 days that I still do not have! When I asked to have the representatives contact information to follow up she refused to provide it. So I am concerned if I will even get a return call.

Needless to say I am outraged. At this point I want Verizon to take responsibility for their products, their service, and their policies. All of which are extremely disappointing and faulty to say the least. The experience I have had with your company is unacceptable.

I am now asking for Verizon to either rectify this situation and provide us with the services I am asking for (internet and tv essentials) at a rate of $80 per month which is the current offer I received from your competitors or cancel all of my services all together, zero out my bill\balance and waive all cancelation fees. This request is very fair.

I will also be filing a formal complaint with the Revdex.com as well as spreading the word on the terrible service I have received.

I would like a response back as soon as possible to know this is being taken care of and I appreciate your time.

Thank you, [redacted]

###-###-####Desired Settlement: I would like the situation fixed, a refund back to my account or all services canceled and all fees/charges waived.

Business

Response:

Upon receipt of the complaint, a message was left on the customer's voice mail on April *, 2016 to advise we are in receipt of the complaint. The issue was referred to the appropriate department to review & investigate. The customer reported multiple repair tickets which were resolved. The customer added the TV service in March 2016 and the FiOS Data speed was downgraded. This issue was previously reported by the customer which was resolved. A message was on the customer's voice mail on April ** as a follow up. The customer left a message that the issue is resolved. She has our contact information.

The following review does not reflect my experience with the technician who came to my apartment and activated my phone and internet. He was polite and professional despite encountering a few issues beyond his control. This is directed towards Baltimore Verizon management.

I recently had an experience trying to get phone and internet from Verizon that made me feel like I was Lord Varys in George RR Martin’s bestselling novels turned HBO hit show: Game of Thrones. When I was living in Pittsburgh, I was under the tyrannical rule of [redacted] who was strikingly similar to the “Mad King” Aerys II Targaryen. The Mad King provided poor internet, awful customer service, and arbitrary bill increases for no apparent reason. All throughout the land, people grew sick and tired of the Mad King’s awful ways. Like Varys in Kings Landing, I worked to overthrow the Mad King and install an internet service provider whose record I knew and respected.

Verizon Wireless was very much like Robert of House B[redacted]. Robert certainly had his own issues, but he is known and respected throughout the land as a reliable wireless service. Little did I know that when I overthrew the [redacted] in Baltimore that I would not get Robert “Verizon Wireless” B[redacted]. Instead, I unleashed Verizon Home and Internet, which turned out to be Joffrey B[redacted]: promising at first, but soon became just as bad as the [redacted]. Joffrey Verizon promised better service, but he was not like his father, Robert Verizon Wireless B[redacted]. Rather, he was like House Lannister: wicked, not delivering on promises to activate my service between 8:00AM and 5:00PM on 8/*/2015, and only looking out for their own good.

Being Varys, I heard from my little birds on the internet that there was a King in the North type service named [redacted] of the House Stark. Sadly, the monopoly of big phone and cable companies have done to [redacted] what the Lannisters did to the Starks at the infamous Red Wedding. I cannot be part of that great kingdom in the north where service is reliable, internet speeds are fast, and expensive bundling is not forced upon me. So like Varys, I sit here biding my time with Joffrey Verizon Home, but if this is the beginning of a repeated pattern of poor service, a Purple Wedding could be coming in the very near future as I seek to restore the [redacted] in exile: [redacted] in Baltimore. What exactly do I want? Peace. Prosperity. A land where the powerful (ISPs) do not prey on the powerless (customers). Because perhaps we’ve grown so used to horror (of poor service) we assume there’s no other way.

I have a bundle package for phone, cable and internet. On 10/**/15 I got home from work to discover I had no Fios service at all. I spent an hour on the phone with Verizon customer service to get a tech scheduled to fix the problem. The tech arrived on Monday and installed a temporary cable. I was told someone would be back in the next 2 weeks to deal with the temporary cable, which was just laying in the yard. On Thursday, 10/**/15 I called Verizon again to make sure someone was scheduled to come back. After sitting on hold, about 15 minutes, waiting to talk to someone in Customer Service they disconnected twice. When I finally got to speak with someone they told me no ticket had been make to fix the problem. I was told someone would be out on 10/**/15 between 8:00 -12:00 am. I rearranged my schedule to be home. I received a phone call on Saturday morning from the tech and was told he couldn't bury the cable. He called me back with the information that it would be 11/*/15 before someone could bury the temporary cable laying in my yard. I still haven't been told whether a permanent cable will be installed. I would say if you have a choice in service providers DO NOT use Verizon - they are a nightmare to deal with once they have a contract. When my early termination fee gets to a reasonable amount I will be switching providers.

This company offers terrible customer service. Not only did they lied to me about what I was getting, I schedules activation for saturday since I'm moving from out of state and then they call me wednesday saying they are there to activate services. I told them it was scheduled for saturday and they said they don't have availability for saturday. I call customer service, they hang up on me 3 times in a row and on the fourth left me on mute for 45 minutes, hoping I would hang up. this is complete abuse. someone needs to do something about this. I am trying to cancel the service and they hang up on me overtime I try to. This violates every law in the american constitution and this should be punished.

Review: On November [redacted] I was informed my phone was not working. I called for repair and the repair person closed the job without calling in a "splicer" to get the phone working. I had no phone service. I called again and during the week of December * a different phone tech came to my home to report what happened. He called in a splicer. A splicer supposedly arrived 12/* but was unable to finish the job due to admittedly inclement weather in NYC. Here I am on 12/**/14 with no phone service on my number [redacted]. I called again and found out now the "splicers" are behind in their work due to yesterdays inclement weather and I may not get phone service until maybe tomorrow. I have been calling, and calling, I have been reporting this via chat on line to Verizon, I have been left in the dark by Verizon guessing when my phone line would be fixed. I have only a cell phone THANK GOD NOT FROM VERIZON which is costing me a lot in calls. I pay Verizon for "copper" wire home phone service and have gotten incompetence and a run around over repairing my line for well over a week. I have received apologies, but would like my phone line fixed. What if I or someone in my family has an emergency. I am not very handy with a cell phone. I am used to a real phone which I pay Verizon for very handsomely each month. My dead phone line means nothing to them. I am plyed with empty promises and I am so tired of being a prisoner of Verizon.Desired Settlement: I want a phone cable coming to my house [redacted] fixed. I could also like to go on record with them and with you that their customer service to folks with old fashioned house phones is the worst. It's agism at best. if I were 25 with a cell phone I might stand a better chance. Old people with home phones have been forgotten by Verizon. What a shame and a disgrace to them after years of service with me.

Business

Response:

Confirmed with [redacted] his service was repaired as of 12/**/14.

Consumer

Response:

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

Sincerely,

Review: I ordered Phone and High speed internet on 1/*/15 via online, to be installd on 1/*/15. I noticed a typo when giving my cell phone number so I called on the [redacted] to correct the error. During that phone call the representitive cancelled my order, however was unaware of it. I took the entire day off of work(missed a day pay) on 1/*/15 to be home from [redacted] to [redacted] for a technicain. A $100 deposit was also taken out of my bank account on the [redacted]. By [redacted] on 1/*/15 no one showed up, so I called. They had told me my order was cancelled the prior day 1/*/15. I spoke with many people, one name I remember is [redacted]. I was on the phone with her for a half hour before she bounced me to repairs. I was mad and frusterated from waiting all day and being on the phone all evening just to be passed along and have to re-tell the situation. The repair rep said he could give me phone on the [redacted] but not internet because we were waiting on a "outside" source to push the internet order through, and that I should recieve a call within 3-24hours. I never recieved a call. I followed up on the [redacted] and again spoke with many people all telling me different things. Finally, a field tech called me when he was at my home to install phone and informed me that I would not be able to get internet through verizon anyway, due to my far location. When ordering online I checked to see if I was in the service area and chatted with a rep([redacted]) while ordering so no mistakes were made. I called Again on 1/*/15 and said I dont want the service, and I want my $100 deposit back. On 1/**/15 I have still not recieved my $100 deposit. I called and again was bounced from deparment to department finally spoke to someone who is tracking my deposit because it was lost. I am now waiting for a call back but am not holding my breath. I made my frustrations known throughout the whole situation and no rep seemed to have any empathy or customer servive skills. I am very disappointed with this company and will never be a verizon customer.Desired Settlement: I would like my $100 deposit back asap. and one day pay if possible.

Business

Response:

Our investigation determined deposit paid via credit card sothe refund issued would go back to the credit card. Accounting confirmed refundin processing as of 1/**/15 and would be back in customer account within 3-5business days. We confirmed receipt of refund with customer on 1/**/15. We apologize for the problems and appreciate customerbringing these concerns to our attention.

Consumer

Response:

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

Sincerely,

Review: I placed an order to upgrade my services to fios quantum back on January[redacted]. I was upgrading with 5 boxes total. I received only 2 by mail on January[redacted]. I called in for assistance and no one refused to help and get the issue resolved. Citing pending orders on my account. In the meantime due to having my service upgraded I can not properly use my DVR, multi room DVR, caller I'd or premium channels on my current service. The issue being I need to be upgrades to my new service with my new boxes to have everything working properly again. I spoke to several technicians about the issues and each one cited that my new boxes would need to be put in together to no longer have service issues. I spoke to several customer service agents who all mention pending orders and we're not helpful in getting the issue resolved. I do not want to have to wait another several weeks to use all my services again which I pay for. I would like the issue resolved as well as a written apology from the company and a credit for the several weeks of service being down and the continued issues with the service until everything is fully resolved.

Product_Or_Service: Fios Quantum

Order_Number: N/a

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a written and signed apologies from a manager, the issue resolved as soon as possible so I can use all my services I am paying for. As well as a credit for the multiple weeks of issues and the continued issues until this is resolved and all of my service is working.

Business

Response:

Verizon Appeals representative spoke with [redacted] on 2/*/15. [redacted] verified the premium channels are back up and working as of 2/*/15. The MRDVR is up and working as well. Everything is provisioned as of 02/**/15. A technician was dispatched on 2/**/15 to address and assist with any DVR issues. The technician completed installation reconnected/reconfigured the additional boxes. The self-install had been missing equipment. Verizon spoke with [redacted] on 2/**/15 and verified the services are up and running good. On 2/**/15 Verizon Appeals representative spoke with [redacted], and advised that out of service credit were issued totaling $146.43. The customer also accepted a $20.00 x 12 month lec credit. I spoke with [redacted] on 2/**/15 and he advised he continues to receive emails for unreturned equipment which he said the technician took with him. I apologized and advised I would investigate and make sure that was resolved. It was found there was an order stuck in the system resulting in the notices being sent. A trouble ticket was issued and the order for the equipment retrieval was canceled. This will stop the emails and prevent billing for unreturned equipment.[redacted]?

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: Hello,

I'd like to complain about Verizon failed to honor the advertising service price on their website.

Being attracted by Verizon's advertisement for new bundle service, I signed up a 2-years agreement with Verizon FIOS for Internet and TV bundle at a promotion rate at $44 + tax via Verizon website on Jan**, 2015 (Order#: [redacted], Verizon confirmation email attached). Verizon technician came to install the service on Feb *, 2015. Unfortunately, when I got my first bill, I did not see the promotion rate I signed up, but a regular rate of $107.98. Therefore I called the customer service to figure out what was wrong. At first the customer service was able to give me credit to match the promotion rate, but after several calls and talked to different representatives, they were still not able to correct the monthly rate to match the promotion rate. I don't want to call Verizon every month to negotiate my bill. So I decided to cancel the bundle service. In order to avoid the Early Termination Fee, I called Verizon to cancel my service on Feb**, 2015 (Order#: [redacted]) and returned all devices via [redacted] on Feb**, 2015 (attached [redacted] receipt). And I paid for the whole month service and expected Verizon will refund the overcharges after they calculated the bill based on the actual service duration they had provided.

Surprisingly, instead getting refund, I received Verizon's robot call to arrange service installation appointment after I cancelled the service. In order to save the technician's trip to my house, I called Verizon to tell the customer service that I had cancelled the service, do not send anyone to install anything. I am not sure what the customer service did, but after a couple of day, the technician still came to my place. I explained everything to him and we both felt sorry about being "played" by the Verizon system. But what is annoyed is I still keep getting Verizon's robot calls for arranging installation, unbelieveable! I spent hours on calling Verizon to tell them my service has been cancelled. But as of today, I still got the Verizon robot call to arrange service. Based on these experience, I really can only image how messed up Verizon billing/service management systems are.

Today I received the second bill from Verizon, the bill states I still owe Verizon $67.87. Being stunned but I reviewed the bill, it's basically the equipment and the shipping fee. But I don't think I should pay for that, because I have returned all the devices including the router I intended to buy. And I should not pay for the shipping fee, because I stated clearly over the phone, that the technician who installed my service did not leave the digital adapter I ordered for my other TV. I only focused on the main TV he installed with the HD box and I forgot to ask for the digital adapter. The customer service agreed to send an adapter to me and waive the shipping fee.Desired Settlement: I urge Verizon to honor the price on the agreement ([redacted]), and refund the overcharge.

The monthly fee is $44 + $11.99 + tax. I used the service for 12 days. So I should pay $23.99. Since I have paid $128.02. Verizon should refund me $104.03.

Verizon system is going to automatically debit $67.87 from my bank account on March**, 2015. Once that happen, my refund should include this charge as well.

Business

Response:

The customer was given total credit of $78.86 on 2/* & 2/* for difference in bundle charge. Credit of $16.67 was given on 2/* for activation fee. Credit of $212 was given on 3/** for router charge. All credits have been applied. The customer disconnected service on 3/*/15 [redacted]

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.The main reason that I terminated the service was because I wasn't given the monthly rate that I signed off initially. And the customer service cannot fix it by changing the monthly rate but can only credit back to my account after I was billed. That indicated I would have to call the customer service every month during the contract term (24 months). It took me about half an hour waiting on line every time I called customer service, and another half hour to explain the issue. That's too overwhelmed so I terminated the service. And the termination process was another trouble and the billing workflow created lots of confusion and misunderstanding. The current workflow takes one billing cycle to apply the service termination request, another billing cycle to verify the returning of the devices (In my case, the [redacted] tracking shows that some one at Verizon have signed the returning package, but for some reason Verizon billing system indicated the devices have not yet received as of I called the customer service 3 weeks later to ask why I was charged for the devices.), and a third cycle for refund. It is roughly 3 months, and during the time, Verizon kept charging my credit card for the fee that the billing system thought I owed. Based on this terrible experience of Verizon's billing system that I had, I would like to suggest Verizon to fix the billing system to reflect the correct price that Verizon had agreed on with their customers, so that the customer would not need to call customer service and claim for refund every single month. Also to optimize the workflow of billing process for customers who chose to terminate the service, stop charging the customer until Verizon verifies receiving devices and other things. It does not make sense to the customers continuously getting bills even after they terminated the service. And the customer service should let the customers know it would take about 3 billing cycles to finalize the bill and refund, so they would not be confused by the bills that they received after service termination.Sincerely,

Review: I signed up for Verizon triple play service in April 2013. I had the service for 1 year and 10+ months when I had to leave for vacation outside the country and hence I called Verizon and requested them to place my account on vacation mode and suspend 2 of the services (TV and phone) on Feb 2015 ([redacted] week) which they did. After coming back from vacation in April [redacted] week I called up to cancel the service expecting that my contract is over but I was socked to hear that while suspending my services they had also signed me up for another 2 year contract. Of course it is utterly illogical for anyone to signup for a new contract while requesting them to suspend the services but despite my repeated request, protest and even frustration they insist that they renewed my contract correctly. Never did they mention it during the call that they are signing me up for a new 2 year contract. If that was the case I would have simply asked them to discontinue my service altogether as only a month and few weeks were left on my contact anyways and I was going out for 5 - 6 weeks anyways.My Verizon account number is [redacted]. I feel they utilized the opportunity while suspending my service and deceitfully signed me up for a 2 year more contract and purposefully did not mention anything about a new contract on call else why would anyone requesting to put services on vacation mode would sign up for a new contract?This coercing and deceitful tactics from a big company I believe should be checked else they would continue taking undue advantage of their size and position to follow unethical means and extracting money from customers in an incorrect fashion. I have paid them everything except the contract cancellation fee (which they charged me using deceitful tactics) and need your help in getting that waived. Despite disputing and telling them I would see Revdex.com help they have been defiant and doesn't seem to care a bit.Please help.Thanks[redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

Need $165 contract cancellation fee waived as they deceitfully signed me up for a new contract without my explicit approval and without mentioning anything about a new contract on phone.

Business

Response:

Several attempts were made to reach the customer without success and a call me letter was mailed. A review of the account reflects in February the customer called Verizon and questioned keeping FiOS Data because of security system and Vacation Suspension for FiOS Video and Voice. The customer was advised that once the service was restored again, they would need to look into re-bundling account. The customer re-bundled his service on November **, 2014 and this Data falls under that contract so the Early Termination Fee billed is valid. If [redacted] was signed up for a new 2 year agreement in February, the ETF billed would be higher due to only having Data contract for 2 months. He would have owed $210.00 ETF for broken agreement.

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]

Verizon called me once and I picked up the call. The lady only told me that someone would be calling me in 24 hours. After that I never received any call till date. It is blatantly untrue that I was unreachable. My cell is [redacted] and I am reachable any time. No voice message was left of any kind either. Also I did not see any missed call on my home phone or cell phone.When I cancelled my service in April 2015 I was told repeatedly that I was signed up for a new contract in Feb when I called to put my service in vacation mode (Feb [redacted] 2015 or so specifically). Also I never re bundled my service in November 2014. This is another misrepresentation from Verizon and I am quite amazed that such a big company would resort to such dishonest tactics to somehow justify their otherwise incorrect and unethical charge. I am quoting text from Verizon website ([redacted]) below based upon which the $165 is consistent with they renewing my contract in Feb 2015:"For other contract terms entered into on or after November **, 2014, your early termination fee will be $175, which will decline by $5 per month upon completion of months 7–17, $10 per month upon completion of months 18–22, $30 upon completion of month 23 and will be $0 upon completion of your contract term. "So going by they incorrectly renewing my contract in Feb 2015 and me cancelling my service in April 2015 (2 months later) a charge of $165 is consistent. Also before Nov 2014 the termination charge the site says was $350 that goes down by $10 every month so a $165 charge is inconsistent (math shows it should have been $290) with what they are claiming. Also I never re-bundled my service in Nov 2014 and if they are claiming that they renewed my contract in Nov 2014 they should be able to produce some email that they sent me notifying that my contract was renewed in Nov 2014. I am 1000% sure they would not be able to produce such an email as it is quite untrue.I urge Revdex.com to cross question them and ask them to prove what they are claiming. My earnest and humble request is to help put an end to such unethical practices that Verizon is known to practice. This company is trying to use unfair and unethical ways to incorrectly tie people in contract and practicing unfair business techniques which in my opinion if not put to an end to now would cause damage and pain to various other customers.Sincerely[redacted]

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

Sincerely,

Business

Response:

Per the customer's rebuttal complaint, my billing team attempted to contact him again without success. In the interim, we could not find a Terms of Service acceptance recording for [redacted] and have adjusted the $165.00 fee that was billed. This information was provided on the customer's voicemail.

Consumer

Response:

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

Sincerely,

Review: I had a move order for July **. On July ** I called Verizon to reschedule the move order to August **. On July ** my service was disconnected. The person I spoke to on the [redacted] didn't reschedule the move order. I had to create a new account to get service back but they are unable to get me one of my phone numbers back which I use as a business line. Been on the phone with them for a week and no one can get my number back. It's been a week now that my customers have not been able to contact me. I need to have my phone number restoredDesired Settlement: Have my phone number restored

Consumer

Response:

Cc

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

Sincerely,

Review: I am filing a complaint because there is no direct way to communicate with anyone in reference to a Veteran's Discount with Fios services. I have served my country and because I do not have an email address I cannot validate nor upload the appropriate documentation of service. I have wireless service and understand the companies operate at 2 separate entities I use my work discount with the wireless as it is a larger discount. Please help me to provide proof of service to get the same rights as everyone else.Desired Settlement: Please apply the military discount to my bill . This is my main number for Fios I pay almost 300 dollars a month and surely a small discount for service would not hurt. Please note I do not want to sign up for the vetrewards for 59.95 per year just to receive the discount. I think that is unfair and unjust for a 10/per month discount.

Business

Response:

Please be advised, Verizon has spoken with the consumer. The consumer is not an active employee nor is he a member of the Veterans Advantage. Therefore, the consumer would not qualify. The consumer has advised he would sign up with Veterans Advantage and although the discount is only available to new consumers as a courtesy Verizon has approved him to enroll. Information has been forwarded to the consumer with information/instruction on how to proceed.

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 owns the telephone poles in our town. When we purchased our current home in September of 2015 the telephone line came off of our house. We contacted Berizon and was told someone would be out to fix it and we would get our confirmation via text and email. No one ever came. I have called almost weekly and the issues has yet to be resolved. We have no home phone service so it is the responsibility of the company who owns the pole to fix this safety issue. I have called, gotten ticket numbers, have been hung up on, and have been told that they would come fix it and then had that ticket closed. This is unacceptable and unsafe and action needs to be taken, in a family rich neighborhood with children and animals running around. It's unacceptable that this company cannot ensure the safety of the community.Desired Settlement: I would like Verizon to come and plane the telephone line back on my house, as they should have in September of 2015.

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. They have fixed the downed wire and have reattached what is necessary.

Sincerely,