Verizon Communications

Review: This is on behalf of my ** year old mom who lives alone and has many medical conditions. On more than one occasion, a Verizon tech will go into the utility room across from her apartment to work on someone else's Verizon service, and for some reason, will disconnect her phone and/or tv service. This isn't discovered until after they have left and my mom realizes she can't use her phone or watch her tv. This happened again yesterday, 5/**/15. A Verizon tech was in the utility room and she discovered her phone didn’t work after he’d already left. I called Verizon and they said they couldn't send anyone until the next morning and it would be between 8-11am. The CS rep said he would test the line remotely first, but then said there was a problem because he couldn’t find the line to test. Then he put me on hold and a few minutes later returned to say the line was fine, and if it wasn’t a Verizon problem, she would be charged. I told the rep this is the third time this has happened so I know it’s a Verizon issue.

So my husband went to my mom’s apartment and waited with my mom, losing over three hours of salary on 5/**/15 to find out the problem was, as predicted, Verizon’s fault. The jack/box for her services had been disconnected and was hanging. The technician thought it may have been accidentally bumped and knocked out by the tech from the previous day’s visit. Considering this is the third time this has happened, you’d think they’d be more careful or find a better way to keep the jack from being easily disconnected. The tech fixed the problem and said his repair would ensure this type of problem wouldn’t happen again and she would not be charged.Desired Settlement: For what they charge for their services and how often my mom has had problems with their equipment failing in the past and having her services interrupted due to incompetent technicians, I feel this isn’t enough. Since my mother was without phone service for 24 hours and my husband lost over 3 hours of salary, I want Verizon to discount my mother’s next bill significantly.

Business

Response:

This is a duplicate of an [redacted] complaint closed 6/**/15. Inaccordance with Verizon's investigation, it was found, per the last dispatch on5/**/15, that the customer's wires were pulled out of the Optical NetworkTerminal (ONT) in the terminal room. The wires were hanging 6 inches or soout of the ONT so it is possible the wires got snagged when someone else wasworking in the terminal room. Verizon could not confirm who pulled thewires since the room is shared with [redacted] equipment. Thetechnician was able to run the customer's wire behind our ONT and punch downthe block so it will not get pulled out again by accident. The Verizon repairmanager stated he would attempt to visit the customer andleave his contact information in case she has any further serviceissues. The repair manager spoke with the daughter, provided her name andnumber, and advised that one month out of service credit had been issuedin the amount of $104.77.

Consumer

Response:

In response to the business comment "Verizon could not confirm who pulled out the wires since the room is shared w/[redacted] equipment", that is false. All service technicians must check in with the leasing office of the complex before entering any buildings. My mother went to the leasing office when she realized her phone service was out and the leasing manager told her a Verizon tech had been in the terminal room of her building that very morning. 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, [redacted]

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 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: 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: My daughter and son in law have been talking about how great FIOS is forever. I have been a [redacted] customer and [redacted] customer for over 10 years. When FIOS finally arrived in my area I quickly signed up. As always I use [redacted]'s bill paying service to handle my bills and have never had any issues. When I utilized this service to remit payment to Verizon in January, I found out that it was never received it even though it was deducted from my account. No problem I thought. I have proof and I can have my daughter fax it to the customer service department. I am a senior citizen and I am technically up to date. Verizon Fios which is one of the largest transglobal corporations in the world claiming to have the world's fastest internet should be able to track down my check with proper evidence, The answer is NO. Almost a month later. Verizon closed out the case even with evidence and I still don't have my money back! Did I mention that I am on a fixed income and Verizon Fios made over $11.5 Billion in profit last year!!!

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my money back plus an apology.

Business

Response:

Subsequent to request of additional information required for a payment investigation, itwas determined that the note from the agent reflected - pays online banking, payment of $200 received January**, 2015. It was then recharge-checked for stop payment January**, 2015. The customer claims the money was never put back into the bank. The Verizon representative advised the customer’s daughter that she would have to raise that issue directly with the bank as the “stop payment” action was executed by them. 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:

[Your Answer Here]

I the daughter spoke with [redacted] on 3/**/15 confirmed the stop payment was NOT associated with the $200 that my mother issued to VERIZON. [redacted] at [redacted] will be faxing directly to [redacted] at ###-###-#### evidence that the stop payment was tied to a check issued in the amount of $175 at another time to VERIZON. My mother had stated this to [redacted] but she insisted this was for the $200. I am not sure why my ** year old mother has to be the go between and why VERIZON cannot confirm direct with [redacted]. She needs her money back!!!!

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

Sincerely,

Business

Response:

Upon receipt of the complaint, I unsuccessfully contacted [redacted], the complainant’s daughter. I left a voicemail with my callback information. I subsequently redirected [redacted]’s concerns to our Financial Services Department. I received a response that the $200 payment had been successfully located and applied to [redacted]’s account. A $13.86 credit balance is now reflected.Shortly thereafter, I received a voicemail from [redacted] that essentially stated the matter was resolved and her mother was satisfied. [redacted] very graciously expressed her appreciation for this office’s assistance in resolving the matter. I returned [redacted]’s call and reviewed the findings with her and thanked her for her call. The matter is considered resolved.

Verizon rarely follows through on anything that their representatives promise. They consistently provide below-promised levels of internet service.

Review: I activated DSL service on Nov. [redacted] 2015. Immediately there was an issues with the service. I called customer service the next day. There wasn't anything they could do over the phone, so a technician was sent out. That required 7 days. The tech explained to me that the building wiring wasn't serviceable and I was unable to have service at my home. He told me that it was being noted on my account and I would have to call back in to close out the account completely. I did that the very next day and was instructed to return the DSL equipment. I was inform that once they received the DSL modem that I would be credited back with my $250 deposit. It has now been 6 weeks since returning my equipment and I havent gotten a refund and also received a bill in the mail saying I owe Verizon $86 for the firsts months service. I have contacted Verizon over 8 times in the last 6 weeks. I have been told 3 seperate times exactly when I would receive my refund and it has never came.Desired Settlement: I would any outstanding balance to be removed from my name and a full refund of my $250

Business

Response:

CSSC rep spoke to [redacted] today, and apologized that he has been having billing issues and that we still have not returned his deposit. She confirmed that the bill he got for 86.35 for ###-###-#### was adjusted in full and that he does not owe anything on it. I issued credit for the router that he returned for 52.99. The deposit is going to be put on the final bill so once that generates she will expedite the refund check. [redacted] is satisfied

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: 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.

I agreed to a contract and now they are going to raise the price.

Review: A 2-year contract was added to my FIOS account without my authority; phone service disrupted from involuntary upgrade; Refusal to cancel new order.

On January **, 2015 I received an email of congratulations for my new FIOS Digital Voice order--an order I never placed. I didn't think anything of it at that moment and thought it was part of an automatic upgrade from copper to digital. I found out days later when I was trying to upgrade to TV services that someone not only upgraded my account but also signed me up for a 2-year contract without my authorization.

The reason I found this out is because on 2/*/15 I placed an order for upgrading from my Phone and Internet to the advertised Triple Play for $79.99, which includes TV. I agreed to the Self-Install package and the services were set to start on 2/**.

I went to the [redacted] location to pick up the boxes and the office sign shows it is permanently shut down and the nearest location was inconveniently too much out of the way for me. I immediately contacted FIOS and that is when I noticed that my phone service was not working properly. There was static and noise on the phone and I could not make any calls. I asked them if it had to do with the upgrade to the account and they said no. They trouble shooted and temporarily fixed the problem but it kept getting worse. I called them back three times. Finally I asked told them that I think it would be better that they come and install the TV boxes themselves because of the phone situation and they said that they would change the order to a technician installation. This is the same time I found out that 2 years was added to my FIOS agreement without my knowledge. The situation has escalated to several phone calls and giving me the run around. I have been on the phone with VZW FIOS on two separate days for 3 hours each, only to not get resolution. I wanted them to come to manually install the boxes for the TV service I ordered and to fix the problem with the phone lines. However, they refused and get transferring me to person after person and keeping me on hold for hours.

Today's conversation was the same, 3 hour runaround until I got so upset. I told them that I just want to cancel the order. They refused to do so because all of a sudden they said that they shipped the boxes to me for the TV---so that means they could not cancel the order. I was livid. I told them to cancel the order and that I was not hanging up until I had confirmation of the cancellation. They said that they can only "request" the cancellation. I am within my rights to cancel this order. FIOS has purposely been pushing out this issue over several days, I believe as a rouse to say that I am beyond my 14 day cancellation. In an effort to get off the phone, they gave me a order cancellation request number of [redacted]. However, the order is still pending for installation and has not been cancelled.

I am also livid that they are able to create an order for upgrade services from copper to digital and automatically tack on two years to my contract without even asking for my signature. They just went ahead and did it. I am beyond shocked about this. I told them that if they did not resolve the matter once and for all today (2/**) that I was going to contact the Revdex.com, hence this notification.Desired Settlement: 1) I want them to cancel the FIOS Triple Play order and revert my services to the Phone and Internet services that I had. I understand if it has to be digital to comply with recent technology, but I am not expecting to be on a 2-year contract because of that.

2)That means, I want to keep the services I had on a month to month basis. I was not on contract and should not have been added to one.

3) I want an investigation of what happened that someone signed a two year contract in my name.

4

Business

Response:

Services were reverted to a double play. Additionally, should the claimant want to cancel service, we will waive the ETF.

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 desired Settlement was to cancel the FIOS Triple Play order and revert my services to the Phone and Internet services that I had---that means no 2 year contract. Apparently, they reverted the service, but they did not make any attempt to contact me or put in writing what was done or the terms of the service. In fact, I had no idea that they reverted the service back because I continued to get harassing phone calls asking me to pick up the equipment. It is not notated in my account anywhere as to the final resolution. So I could very well still be on a 2 year contract and not know it. Secondly, I want an investigation of what happened that someone signed a two year contract in my name. I am very concerned about this breach of my account and that there is no signature on file regarding the changes of services. Finally, a technician never came to check the phone lines as to why I get interference and static on the lines since they converted me to digital. So, no, I don't consider this to be resolved. Very sorry to say.

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

Sincerely,

Business

Response:

Good afternoon, We will investigate the issues with the Salesman that placed the order, however this will be done internally and the results of the investigation will not be shared with the claimant. We are working on correcting the issues with the account and will be sending a letter to the customer with contact information in order to set up a dispatch to address the issues with the static on the line.

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 don't understand why the results of the investigation cannot be shared with me (claimant). Don't I have a right to know?

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

Sincerely,

Review: I moved in May 2015. In order to restore full services, I incurred significant charges on my bill that were to be corrected via an adjustment. Amongst these charges was a double billing of a MLB Extra Innings package. When installation came to install my services, I was given the wrong boxes. I was given a Gateway router and updated boxes and was told that I was not going to be charged for such expenses. I was charged on my bill a signficant amount. I spoke w/ customer service several times without result. I am told that I have to pay the billed unadjusted amounts. Verizon is expecting me to pay twice for some services ( MLB extra innings) and is expecting me to pay for equipment that I was promised I would not be charged for (I previously denied upgraded equipement).Desired Settlement: I expect an adjustment of my bill. At that time, I will pay what is due my bill for services/goods actually incurred. if someone can tell me what the correct amount is I owe on my account as the claim is pending, I will gladly pay. I also want to be let out of my contract with verizon and have no furhter dealings with this company after my claim has been resolved. if services are discontinued for me not double paying/paying for that which was promised to be free, I will take further legal action against Verizon seeking restitution, pain and suffering for the countless calls to Verizon, time it took me to resolve, as well as for the stress of this actual bill.

Business

Response:

Per Verizon records, [redacted] received full credit for mlb billing error . [redacted] received 3 credits for $73.00 each (6/**,7/**,8/**) total credit $219.00 .

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 had Verizon Fios TV installed on 1/** & originally asked for the "Select Package" channels & WiFi internet. Immediately after the installation tech left I realized I wanted channels that were not in the package I had chosen. I chatted online with Verizon on 1/** & asked that the package be upgraded to the "Preferred Package" which increased the number of channels I can watch & also increased my bill by $10/mo. Since upgrading on 1/**, I never received the channels they were supposed to provide for the additional $10/mo but I am being charged for the upgraded package. I have called them at least 6 times spending approximately an hour on the phone each time, emailed & chatted online trying to resolve this issue. I still do not have the correct channels & have received no credits on my billing statement. They are now refusing to send a technician out to my residence to review this problem because, as their tech support just told me on a live chat, "if I schedule the technician and if you are not subscribed to the package, even he will not be able to do anything." You can see from my attached invoice that I am being charged for the "Preferred Package". If no one in the call center is able to fix this problem, tech support can't do anything & they refuse to send someone to my residence then the problem cannot be fixed!

Product_Or_Service: Verizon Fios Preferred Package TV

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my entire billing statement since 1/** completely credited to $0.00 & I would like to watch the channels I am being charged for. That's all. I will happily pay them the agreed upon rate going forward once I receive the services I am being charged for

Business

Response:

A representative from our testing center has review the problem and advised that the issue is with ESPN and Comedy Central. We have been unable to reach the customer to do further testing. I have left my contact number on the customer's voicemail. A letter and email was also sent asking that he contact me at his earliest convenience. Once the customer contacts me we will be happy to assist him further.

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 have not been able to make contact with them. I returned their call twice leaving voicemails each time & I just emailed them with the times I am available to be contacted with a resolution. I still do not have the channels I am paying for, but I am hopeful that once I speak with someone we can resolve this.

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]

This is an unacceptable resolution since I do not have a contract with Verizon, so if I cancel my services now then I still have to pay the entirety of an invoice for which I did not receive the services. Furthermore, there are no credits reflected on my account so the vendor has not applied any credits. I have a paper copy of my bill dated 3/**, should you need it for reference. Also, I emailed [redacted] 3/** & 3/** to request a status update on my refund & she responded 3/** that she was still working on the refund & would respond with an update & I never heard back from her. I want the almost $200 on my account credited in full which is half the dollar amount discount they are offering over the next 2 years. Thank you.

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

Sincerely,

Business

Response:

The cost difference between Select & Preferred is $15.00. The representative is crediting your account for a total of $30.00, $15.00 for February and $15.00 for March.

Review: I closed my Verizon V and internet on Jan ** 2015 at 12 am my service went to Dec **-14 but it was closed Jan *-15 so I have to pay 4 extra days ok I'm fine with that then get the bill for $108.09 to for Dec ** to Jan ** so I paid because if I did not they would report me to the Credit bureau for not paying in full they said I will get a refund but I did not get one at all also they said I had service to Jan [redacted] but I returned with a receipt as proof but they keep saying I had service to Jan * but there is know way I could have service if I returned there equipment plus I had new service with [redacted] on Dec **-14 so I have proof of that I just want my refund but I can not get it from them at all my refund should be from Jan * to Jan ** plus taxDesired Settlement: DesiredSettlementID: Refund

I have 2 PDF files to send you I am asking for $95.19

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. Weappreciate you bringing this matter to our attention. On February **, 2015 and on February **, 2015, aVerizon representative left a message for [redacted] in regards to this inquiry. We have ensured that the account has beendisconnected and have expedited a refund check to me mailed on March **,2015. We do apologize for the inconvenience[redacted] has experienced. We trust this information will assist you inresolving this complaint.

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,

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.

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: Sales representative did not disclose installation fees during sale of service. Installation fees were not disclosed until I received my first bill.

February ** 2015, I went into the Verizon wireless store on [redacted] and signed up for cable/Internet service and was given a confirmation. The representative asked me if I needed a tech to come out and install my equipment or did I want a self installation kit. I told her to send our a tech. This representative never advised me that there would be a charge, otherwise I would have opted for the self install kit. The confirmation that I received from her that day also detailed my monthly service cost of $100 and nothing about installation fees. Technician came and installed equipment on 3/*/15. Again, did not sign any confirmation nor was I advised of installation fees. Received my first bill approximately 3/** and the bill was $170.00. I spoke to a representative via online chat and she advised me that installation fees are $210 which would be split into 3 payments of $70 which would be attached to my first 3 bills and that these fees were disclosed in the email confirmation. I advised the representative that I didn't get an email confirmation. I only received confirmation from the store which stated nothing about installation fees. I told her to resend the email confirmation. The representative then asked for my email address. I advised her to resend it to the email address that they claimed to have sent the first one to. The representative advised me that they didn't have an email address on file. I asked her how would it be possible that they sent an email confirmation which disclosed the installation fees if they didn't have an email address on file for me? I then requested a waiver of all the fees. The representative advised me that the installation fees were standard and there was nothing that she could do. To me that is misrepresentation which is unfair to me as the consumer and I'm requesting that the company waive all fees as a good faith gesture.Desired Settlement: I am requesting that all installation and activation fees be waived since they were never disclosed to me at the store nor did I receive any email confirmation of the fees any point until the bill was received.

Business

Response:

Verizon has been unsuccessful in attempts made to reach the customer on 7/*/15, 7/*/15, 7/*/15, 7/**/15 and 7/**/15. Messages have been left providing the customer with contact information and requesting a call back. No response has been received. A please call letter was sent on 7/**/15. Verizon will address the disputed charges when the customer responds.Joyce D[redacted]Verizon Executive Relations Sr. Analyst?

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 have returned messages from Ms J[redacted] as well as another representative named Doug from her department and I have yet to receive a response from either

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

Sincerely,

Business

Response:

Verizon called the customer 07/**/2015 14:44:48 EDT, 07/**/2015 20:42:41 EDT, 07/**/201519:07:42 EDT, 07/**/2015 15:39:39 EDT, 07/**/2015 16:31:12 EDT, leaving messageson ###-###-#### with contact information. On 7/**/15 a please call letter was sent. The customer was called again on 07/**/201513:36:55 EDT, 07/**/2015 19:26:20 EDT, 07/**/2015 15:49:21 EDT, 07/**/201515:49:21 EDT with messages left including contact information. On 07/**/201509:05:49 EDT [redacted] called me back and advised she can be reached all day onMonday 7/**/15 and after 4:30 PM Tuesday – Saturday. Verizoncalled [redacted] again on 07/**/2015 09:06:05 EDT, 07/**/2015 20:07:03 EDTwith messages left for a call back. On 07/**/201513:38:23 EDT I called ###-###-#### and the line rang with no answer and nomachine. Another please call letter was sent on 7/**/15.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: Around approximately Nov 2013, I switched my business phone and internet service from [redacted] to Verizon service because Verizon was supposed to be $59.99 a month versus the higher price we were paying with [redacted] for the same service. In the aftermath of us signing up to Verizon, our 1st and 2nd months bills exceeded the price quoted by twofold. We then called Verizon customer service, who told us we should not pay the bill because we were being priced at a wrong rate and they were going to reprice us and resend us a new revised bill. We never received a revised bill, but rather we received a disconnect notice and were forced to pay $316.60 via Amex credit card in December 2013, so not to disrupt our business, even though the amount exceeded what we were quoted. In March 2014, I was bombarded with yet another bill from Verizon that didnt have a rhyme or reason in the amount of $761.70 with a disconnect notice for nonpayment. I had no choice but to switch back to [redacted], as I was not able to communicate with Verizon and they shut us down the following day, after I received the last bill. Today, we are appealing to you, to act on our behalf as we are a David vrs. Goliath, to resolve this conflict.Desired Settlement: Our desired outcome is that the final total bill of $761.70 will be removed from our account.

Business

Response:

Per Verizon records, [redacted]'s account monthly rate is $59.99; however as a courtesy Verizon has rerated the bills to reflect the $59.99 monthly rate. With the bundle package of $59.99 your total monthly service including additional monthly fees and applicable surcharges & taxes would have been $110.09, which is $59.99 (phone and internet), $37.16 (additional monthly fees, * detailed breakdown of fee included with this letter that was mailed applicable surcharges & taxes. Your service was with Verizon from Oct **, 2013 to April **, 2014, which is 185 days. The daily rate for your service is $3.67 ($110.09/30 days). The total charge due to Verizon for services rendered was $678.95 ($3.67 X 185 days). Verizon received a payment of $316.60 on December **, 2013, leaving a balance due to Verizon of $362.35 ($678.95 - $316.60). All other pending charges on the account have been credited ($761.70 - $362.35 = $399.35).

Currently the internet service is still working with Verizon

Review: We paid out deposit for service with Verizon over two weeks ago and have still not had our service set up. They will not call us back like promised

We have been trying to get service set up with Verizon for over a week now. We paid our required $150.00 deposit over two weeks ago. The technician that originally came out, on Tuesday, June [redacted] to do the installation was unable to complete the job due to a bad fiber optic cable inside the walls and advised us that a third party contractor would have to come out and repair the cable, promising us that someone from Verizon would contact us by 6pm on Tuesday, June **, 2015. No representative from Verizon called or attempted to contact us and therefore we had to contact them. They advised me that a supervisor would have to contact me the next day. Upon a supervisor contacting me on the [redacted] of June, they advised me that I would have to contact their third party contractor to schedule an appointment for them to come fix the cable. Upon contacting the contractor and scheduling an appointment with them, the technician came out to fix the cable and could not complete the job because he said he needed an extra person to help him. He showed up today on Monday, June [redacted], BY HIMSELF, to complete the job he originally started. All the while Verizon promised us that we would be placed as a priority for completing the installation of the TV and Internet services we are ordering through them, only to find out that it will be another week before they come out and finish the installation on the services. They do not follow through with ANY promise they make to their customers. I have had to call them repeatedly and spend an hour and sometimes more on the phone with them trying to get this situation rectified as soon as possibleDesired Settlement: I am asking Verizon to come out and complete the installation that was supposed to be done a week ago. I want them to follow through with the promises they make to their customers.

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. We have made unsuccessful attempts to reach [redacted]. After reviewing the fiber cable that was being installed by a third party, it was incomplete and had to be replaced. Once fiber cable was replaced order was reschedule and completed on June **, 2015. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW 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 Verizon has only tried to contact me once since our cable was installed on June [redacted]. They contacted me and left a voice message for me on Monday, July *. I tried to return the call at 6pm Central time and had to leave a message for Kevin. I then tried to contact Kevin again on the [redacted] and [redacted] of July and even tried to speak with one of his associates about his initial call but was referred back to his voice mail. I left a second message for Kevin at ###-###-#### ext [redacted] on Thursday, July *. I was finally able to contact Kevin on Friday, July ** by calling him. He advised me that previous promises to compensate us for our troubles and frustrating circumstances, which were promised by more than one person at Verizon which was to waive our first months bill was unacceptable. This issue for us is still not resolved because even though we have received the services we ordered from them, they still fail to follow through with promises that they make, whether it be regarding the bill or having a representative contact us as promised. I am extremely dissatisfied with the level of customer service this company provides to their customers. They monopolize the area we live by being the ONLY cable and internet provider leaving us no choice but to continue to do business with them. It is unfair to the consumer that we do NOT have the option of choosing the provider we want for what services we want. I am escalating this complaint to the Attorney Generals office for the State of Texas for the way Verizon does business and treats their customers and also for not having a choice in the provider for the services we want.

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

Sincerely,

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. An attempt to reach [redacted] originally took place on June **, 2015 and again on July *, 2015; which [redacted] returned call and left a message on this same day. [redacted] called back on July *, 2015 and was informed by another representative that case manager was out of the office. Once case manager returned on July **, 2015 we were able to speak with [redacted] to address his concerns regarding credits. After reviewing his concerns Verizon spoke with customer on July **, 2015 as promised and advised a $25 credit will be applied to his account and that Verizon will not issue credit for the entire first month bill. Verizon apologies for the inconvenience this issue may have caused. Although [redacted] does not agree with the resolution, all policies and procedures have been followed. We trust that this information will assist you in closing this complaint. Respectfully, Kevin Verizon SW Executive Relations